The Happiness System

By Neil Ducoff
The purpose of The Happiness System is to create seamless accountability
and follow-through from service providers and guest services at
checkout. In essence, it is a simple tracking system to ensure accurate
and complete service tickets, verbal and written pre-book and series
recommendations, and verbal and written retail recommendations.
Every customer deserves “happiness.” It is a disservice both to the
client and to the company when “happiness” is not provided. Even
if a customer is from out of town, redeeming a gift card, etc., the
“happiness” procedures should be followed.
All service providers and guest-services staff must be trained on The Happiness System:
1. Accurate service tickets to ensure all services received It’s the same procedure for retail: “Susan recommend-
are charged for and priced correctly. ed these products for your home use between visits;
2. A verbal and written pre-book recommendation from shall I get them for you?”
the service provider. It should sound like: “Here’s 5. When it is clear that the service provider completed
when this service needs to be done again. Guest steps 1 -3 and that pre-book and retail recommenda-
services will schedule your next visit at checkout.” Or, tions were verbal and written, guest services simply
“I suggest we schedule you for the following series rings through “happiness.” If a step was incomplete,
beginning on (date). Guest services will schedule there’s no “happiness.” Guest services should alert a
these at checkout.” Pre-book ratio gains are the direct manager when a service provider fails to complete the
result of a system that links recommendations with steps three times on any one day or if another trend
checkout. Otherwise, clients simply check out and the is noticed (such as not recommending retail when a
opportunity is lost. specific service was completed).
3. A verbal and written retail recommendation from 6. The more “happiness” there is, the higher the com-
the service provider: It should sound something like, pany’s pre-book rate and retail sales, not to mention
“Here’s what I used on you today and what I recom- higher average tickets because all services rendered
mend for continued at-home use. I’m writing them are charged for - at the correct price.
down for you, and guest services will assist you at 7. Inspect and acknowledge; inspect and correct. Ac-
checkout.” knowledge service providers who earn high scores
4. Guest services at checkout should check that every on “happiness.” Applaud them in daily huddles.
service provider completed steps 1 - 3. Then, guest- Coach and counsel service providers who earn
services staff needs to complete the system. “Susan inconsistent “happiness.”
recommended that ___________ services be done 8. And should a customer ask, “What’s this ‘happi‑
on (date). Do you prefer the same day and time, or ness’ thing on my receipt,” the response is,
something different?” Never say, “Do you want to “At ____________ we don’t charge for ‘happiness.’”
book your next appointment?”
For those service providers who are bucking the system, hold
beginning-of-day, midday and end-of-day conversations. Try,
“Sarah, you sent five clients to checkout and only one ‘happiness.’
This is not how we service clients at our company. Where are you
800.417.4848 • strategies.com
stuck and how can we help you master the system?”
Copyright © 2012 Strategies