Happy Employees = Happy Customers
What does it take to get your team to deliver authentic, caring, technically excellent customer experiences to your guests?
Susan Reilly Salgado is a speaker, consultant, and thought leader who has spent the last 20 years exploring this very issue. Susan worked with famed renowned restaurateur Danny Meyer of Union Square Hospitality Group (USHG) for
18 of those years – first as director of culture & learning in his restaurants, and then as the founder of USHG’s consulting company, Hospitality Quotient.
Susan has learned one basic truth in customer service: happy employees = happy customers. It is nearly impossible for team members to generate caring, thoughtful, patient, attentive customer service unless they, themselves, feel valued and appreciated
by their leaders. Moreover, if teams don’t trust one another or feel trusted at work, your customers will feel it.
By creating trusting, caring work environments with a high degree of accountability, we can ensure a consistently great work experience for our teams that will result in remarkable customer experiences. In this challenging economy, the real differentiator
in both our customer and employee experiences is going to be how we make people feel.
As keynote, Susan will share what she has learned about the secret of USHG’s success, with valuable lessons and best practices that we can each take back to our own businesses today.
Susan’s consulting work and speaking engagements have allowed her to work with companies across 21 different industries, such as Delta Airlines, Hyatt Hotels, Merrill Lynch, Condé Nast, Goldman Sachs, Kiehl’s since 1851, NFP, and North
Shore Long Island Jewish Medical Center. In addition to her Ph.D. from NYU-Stern School of Business, Susan holds a BS and an MBA from Lehigh University and has been an invited speaker at numerous universities, including the University of Pennsylvania’s
Wharton School, Yale University’s School of Management, and NYU’s Stern School of Business. In addition to her client work, Susan has been a contributor for Inc. Magazine, has recorded a TEDx talk, co-founded the NYC chapter of Conscious
Capitalism, and was named one of Fast Company’s 100 Most Creative People in Business. Susan lives in NYC with her husband and daughter.