New York City lowered crime by creating an external image that subconsciously signaled people to stop breaking the law. Simple measures such as scrubbing off or painting over the graffiti in the subway made people feel like they were in a safer environment and they acted accordingly.
This is Malcolm Gladwell’s theory from the book “The Tipping Point.”

Apple’s computers and iPods have become so popular because they are designed to be pleasing on the eye. This design enhances the experience of the music, video or what ever else the device is being used for. The same should be said for the design of office space.

I read an article from Egro Consulting blog and it reinforced my beliefs.

“It was the awe of the building that first captivated us. What I hadn’t anticipated was the sense of how the environment invites quality work. One almost feels embarrassed to deliver mediocrity within its walls.”

When a company creates a work-friendly atmosphere, through its beautiful designs, it creates a happier work environment.

“Of course it is true that the environment affects the way people work. But if it is so self-evident, why are workplaces environments that inspire so rare? We have certainly lacked imagination on how to organise our office environments.”

“Sure, money is a factor, but where there is a creative will, there is a way. I’m not embarrassed to say that we furnished our place mostly from eBay. My suspicion is that managers have considered employees and their environments a cost rather than an asset, and have for the most part have forfeited considerable business value by overseeing very ordinary office environments. I wonder what our workplaces would look like if we embraced the link between inspiring environments and productivity.”

If companies put 1/10 of their energy into inspiring their employees, the workplace would be happier and more productive. I believe some of this is being turned around in today’s workplace. Bzzagent is creating a work friendly environment that stimulates their employees. They have an artist Seth Minkin who has his art studio in the same office space. His unique artwork is all over the walls and the employees are excited by the environment that he inspires.

What do you think your company could do to improve its environment?

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I’ll be in Iceland all next week for a work happy conference. Just kidding. But I will bring back some juicy tidbits about how the Icelanders work. So tune into WorkHappyNow at the end of April to learn a few tips on working happier from some of the happiest people on earth. (quote from travel book to Iceland)

I’m traveling to the Land of Ice for my grandmother’s 80^th birthday. I’m looking forward to seeing all my family. My mother was born there, so I have aunts, uncles and cousins all over Reykjavik. It’s been over six years since I’ve last seen everyone.

Please don’t worry about missing my posts. I’m taking care of you. I’ll be “time stamping “ two posts so they publish while I’m gone. They will be about the importance of creating a design friendly atmosphere to inspire employees on Monday and “Wooing” employees to keep them happy on Thursday.

They do have the internet there, so I’ll do my best to accept and respond to any comments. I’ll see all of you when I get back. So work happy and enjoy a week of work while I’m basking in the hot springs of the Blue Lagoon.

We all need a vacation every now and again. So where is your next vacation to rejuvenate your mind, body and soul?
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Employees get in sticky situations with customers because of various reasons. When the customer complains the manager brings the employees into their office to reprimand them. This has happened to me and millions of other employees. This happens because of two reasons:

1. Manager fails to listen to the employee’s explanation

2. The employee fails to speak up

We need to improve this communication gap in the workplace by not jumping to conclusions. Alex Kjerulf of Chief Happiness Officer wrote an article, Top 5 Reasons Why the “Customer is Always Right” is Wrong.

The fact is that some customers are just plain wrong, that businesses are better off without them, and that managers siding with unreasonable customers over employees is a very bad idea, that results in worse customer service.

You don’t have to put up with a customer that’s out of control. You have a right to tell them to stop. If they don’t stop then find a way to make them stop. Maybe you have a great manager who is willing to take the bullet or perhaps you just walk away, but either way you deserve to be treated with respect.

Alex also posted some great responses from of his readers. My favorite was:

Marie wrote:
We recently had a customer who bounced a check, and had the audacity to call my customer service manager with a tirade of yelling & profanity (before she could explain what had happened). She was calm and waited for him to settle down and tried to explain… He continued to use profanity, only to stop when my CS Manager politely told him that if he didn’t quit, she would hang up… Later, he emailed a complaint to the corporate office stating how rude and unprofessional she had been…
The customer DOES NOT have the right to harass my employees. I just happened to be in the office that day and could hear him screaming at her over the phone. I think she handled it WONDERFULLY; I took her out to lunch!
I don’t believe that a customer has the right to verbally assault my employees and I have trained them not to take that type of abuse from anyone.

When a manager and company cultivate trust with their employees, workers can be happier and more productive. Next time the customer is being a jerk and they ask to speak to a manager, try to convey the message to your boss or manager that the customer is being unreasonable. If the manager fails to listen and gives you the old line, “The customer is Always Right,” then maybe it’s time to find a more forward thinking company that supports its employees.

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