The Inseparable Employee and Customer Satisfaction

Most service managers agree that customer satisfaction is directly linked to employee satisfaction. When they are happy at work, service employees project enthusiasm, energy and other positive behaviors as they interact with customers. When they aren’t happy, service employees can’t consistently act happy and customers sense any underlying discontent. This linkage is so important that some companies highlight it as a core value. Marriott International exemplifies and lives this concept through its “spirit to serve” culture that the company has espoused since its founding - “Take care of the associate, and they’ll take care of the guest.”[1]