Improve Your Business’s Bottom Line by Fostering Happiness

Reading time:

Part Four in the “Ruby Service Pyramid” series.

The Ruby Service Pyramid created by Jill Nelson

In the past few months, you’ve been introduced to the basics of the Ruby Service Pyramid: “Be Prepared with the Right Infrastructure” and “Do What You Say You’ll Do.” With this foundation in place, it’s time to get to the fun stuff – and this month’s post is on “Fostering Happiness,” the third principle of the Ruby Service Pyramid. Mastering these first three principles will put you head and shoulders above your competition and help you gain loyal customers.

Why?

Because hardly anyone’s doing it, and people are craving it. Forrester Research recently declared this the “era of the customer.” No longer is price the deciding factor. People are fed up and looking for a better experience. And when they do, it’s been shown they are willing to pay 13% more on average than they would for the same product or service they get elsewhere minus the happiness.

The principle of “Fostering Happiness” in the Ruby Service Pyramid is a practice to engage in at all times, by all staff, with everyone they are in contact with – customers, of course, but first and foremost, employees. A recent article on CNN.com referenced a study that shows that happy employees are “39% better in sales, 31% more productive, and make 19% fewer mistakes than their less happy counterpart.” And to foster happiness in others, it certainly helps for you to be happy first!

Strategies to foster happiness vary depending on the opportunity you face:

Win someone over.

The opportunity to make someone happy who is clearly not can make a significant difference in their day. The first two principles of the Service Pyramid should keep these situations to a minimum, but when they arise, they create the largest opportunity to foster happiness. The most important thing when someone is frustrated is to make sure they feel heard, followed by sympathizing with them, and what you’re going to do to make things right.

Sprinkle happiness into ordinary situations.

At Ruby, we believe professionalism doesn’t mean stuffy; it should be infused with friendliness and charm. When interactions are transactional and brief, you can still turn them into day-brighteners with a healthy dose of cheerful enthusiasm and adding plenty of positive words and phrases. “Absolutely” and “It would be my pleasure” are great substitutes for the word “Yes,” and eliminating the word “No” whenever possible keeps the happiness meter redlining. Look for opportunities to infuse happiness by identifying common touch points customers have with your company.

Celebrate the good stuff.

Developing systems to recognize and celebrate the positive events in your customers and employees’ lives is a simple and effective way to deliver happiness. Personal events like birthdays, weddings, and new additions to the family can trigger a group gift or handwritten card. Staff can be on the lookout for landmark achievements such as winning a prestigious industry award or inking a deal with a big time customer and congratulate them with a gift basket or bottle of wine. At Ruby, we’re not above “cyber sleuthing,” and in addition to good old-fashioned conversation, we use Google Alerts, Facebook, Twitter, and LinkedIn to find these opportunities.

Perform random acts of happiness to delight and “WOW.”

Ahh, the really fun stuff: doing something completely out of the ordinary for no other purpose than to make someone happy. A customer unexpectedly receives a gift certificate to the restaurant you learn is both of your favorites. Another is surprised to learn that the service she asked you to perform is “on the house” today because you recognized her day was a challenging one, and you wanted to alleviate a little pressure. A coworker arrives to see an energy bar on her keyboard as a result of you overhearing the trouble she has remembering to eat breakfast. Performing these acts once? Easy as pie. Getting your entire organization to consistently find these opportunities and act on them? That requires an entire culture driven to make others happy and relentlessly dedicated to empowering, incentivizing, and rewarding these delightful acts.

Hopefully we’ve whetted your appetite to delve deeper into ways to foster happiness in your customers and employees alike. Stay tuned, as detailed articles on each of these strategies are coming soon!

Additional reads you may find interesting...

View All
Needs-based selling: woman using laptop in well-lit office next to large window.
Small Business Tips

Needs-based selling 101

Closeup image of a business owner texting message from smart phone in cafe
Small Business Tips

Why you should be texting from your business number—and how to get started

Title card: Craig Rashkis, Farwell Rashkis LLP, Ruby customer feature series
Customer Feature

Ruby customer feature: Craig Rashkis, Falwell Rashkis LLP

What you can do to support Hispanic and Latinx-owned businesses

Wall clock nearing 8:00 on pink background

Using virtual receptionists for full-time answering

How to end a phone call: person holding phone
Receptionist Tips

How to end a phone call

Virtual receptionist sitting at desk

Virtual receptionist pricing 101

Professional sitting at desk on computer, working on a law firm's website
Legal Practice Tips

What Google’s Core Web Vitals mean for your law firm’s website

A group of Ruby customers stand together, smiling and talking

Does your business need an answering service?

Screenshot of a YouTube channel's live videos

How to use YouTube Live to engage your clients & audience

Smiling woman standing in a bicycle workshop with a mobile device in her hands
Small Business Tips

3 ways virtual receptionists elevate customer experience (while making your life easier)

Circular cutout of Rebecca Grimes, Ruby's Chief Revenue Officer

A conversation with Ruby’s Chief Revenue Officer, Rebecca Grimes

Woman in yellow sweater working in front of open laptop, sitting in home office interior, drinking coffee
Small Business Tips

Happy customers, efficient businesses: How to supercharge growth with virtual receptionists 

Help wanted sign hung in reflective window
Small Business Tips

Using online presence platforms for recruitment

A man in silhouette looks out over a foggy mountain range
Small Business Tips

How to communicate with employees during times of tension

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the canceled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner. Some restrictions may apply.

Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

Phone Thumbnail 2

10 Questions to Ask a Virtual Reception Provider

Ask the right questions and rate virtual reception services with our handy guide and scorecard!