When you have favorite customers, you get excited to see them do exciting things. That's how I felt about seeing 1-800-FLOWERS.COM President Chris McCann on the CBS prime time show Undercover Boss. The reality show disguises corporate executives and sends them undercover as rank-and-file employees to learn what it's like to work in their own company.
After watching the Undercover Boss episode featuring the McCann brothers, you'll know why we like working with them at SAS. They're what my high school history teacher would have called, Good People. They're serious about treating their employees well, and you probably know how SAS feels about employee satisfaction. If you don't, I'll quote SAS CEO Jim Goodnight, who's been known to say, "If the employees are happy, they make the customers happy."
This clip here shows Chris working with his employees. Watch, or take a minute to read Chris' personal journal from the experience. If you believe, as Jim Goodnight does, that happy employees make happy customers, take a minute to consider the long-term effects that the employee experiences in that second clip will have on customer satisfaction.