Nando’s — Happy People are the Key

In: BlogDate: Jun 25, 2013By: Henry Stewart

Nando’s is a popular restaurant chain in the UK, specialising in spicy chicken. Some years ago they undertook research to find out what were the key factors that explained why sales at some of their restaurants grew faster than at others.

After detailed analysis they found one factor stood out above all others in explaining the difference. This was how happy the staff were, as measured in the annual staff survey. As a result they changed their managers’ bonuses so that 50% was based solely on those staff survey results.

Nando’s still wanted to maximise growth and profits, of course. However, they believed that the way to achieve that was not to target these elements but instead to target the key factor that creates growth and profits, namely how happy its staff were. They sent a clear message to their managers: ‘Your key focus should be on making your staff happy’.

This was explained by Nando’s’ HR specialist Marcelo Borges in a presentation to the Learning & Skills Council in 2006.

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5 out of 5 stars

It was really insightful content with practical tips to use at work and everyday life.

Sarah Maynard28 days ago

Henry Stewart, Founder and Chief Happiness Officer

Henry is founder and Chief Happiness Officer of Happy Ltd, originally set up as Happy Computers in 1987. Inspired by Ricardo Semler’s book Maverick, he built a company with a reputation for some of the best customer service in the country and one of the UK’s best places to work, winning multiple awards for its culture and philosophy.

His first book, Relax, was published in 2009. His second book, the Happy Manifesto, was published in 2013 and was short-listed for Business Book of the Year.

Outside of work he is a father of three, was Chair of Governors at his local primary and comprehensive in Hackney and a very keen cyclist.

You can find Henry on LinkedIn and follow @happyhenry on Twitter.

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