We met Sarah last year, at the Woohoo Inc. Academy for Chief Happiness Officers. She is passionate about happiness in the workplace, and she believes it is the key to delivering incredible customer experiences. Sarah leads a talented multi-lingual team who delivers outstanding customer service and happiness to over 1 million Sure Petcare customers around the world. Sarah also runs her own consulting company Happy Coffee Consulting to help companies create great customer service & happy workplaces. With her experience and passion for the topic, she is also a wanted speaker and trainer at international conferences.
Who is Sarah Metcalfe?
My name is Sarah Metcalfe, I have spent the last 9 years growing the customer service department for a Pet Technology company called Sure Petcare. I joined the company as employee number 4, and we are now a global company with an NPS of 90+ in 35 countries around the world.
I started studying Happiness at Work in 2010 to find out what was so special about our workplace and have spent the last 9 years learning everything I could about this and applying the practices in my workplace.
In 2018, after attending the Certified Chief Happiness Officer Training with Woohoo Inc., I started my own consultancy to help companies create happier workplaces called Happy Coffee Consulting.
I’m originally from British Columbia in Canada but now live in Cambridge, UK with my husband our 3 children, 2 cats and a Vizsla called Scarlett.
On the scale from 1 to 10 – how happy are you at work?
I would say I’m an average 8-9 at work.
What makes you happy at work?
I love helping organizations become happier, and successful by unleashing the full talent and passion of individuals who work there.
Have you always been happy at work?
Yes I think I have. I had never been as happy at work as I had in my current role. have always been fortunate enough to have great relationships at work, and to be able to work with people I like, on projects I enjoy. The only times I have been unhappy at work is when stupid rules or regulations have gotten in the way of doing the right thing.
What are your most important achievements at work in last year?
I have been so proud to start my own consultancy, to work with businesses and receive feedback from them. To work with two other amazing consultants who drive me forward. I have also been invited to speak at 9 conferences already in 2019 in 7 different countries.
How do you take care of your happiness at work and of happiness of your colleagues?
I try to always take care of happiness at my work and my colleagues I believe it to be my number 1 role as a senior manager. I try to cultivate connections with people, always going around the business and speaking to people. I try to solve problems, removing the barriers for people to get work done.
And I work a lot on holding surprises for our staff, those small micro moments of happiness wherever I can. I head up our social committee, who’s aim is always to create more connection & happiness in the work place.
What is that you do when your day is not happy?
I try to assess what made me unhappy, and then I work on a list of gratitudes, things I”m grateful for, or reminding myself of all the good days at work.
What makes you happy beside your work?
My family, laughing and having experiences together. I love to plan surprises for people, to find special things or experiences that bring them joy. Being outside and swimming in nature.
What is your Why?
To create safe spaces for people to be free, connected and inspired. To remove barriers for people and organisations to creating amazing places to work. To make organisations remarkable by unleashing the talent & passion of their individuals. To make the world a happier place, one interaction at a time.
What would be your happiness at work tip?
Do small things all the time. Spend 5 minutes every day speaking to people on your frontline, ask them what you can do for them.
Have coffee with a different person in your organisation every day.
Plan little surprises – they make you happy, and the people you plan them for.
Sarah and her work:
www: https://www.happycoffeeconsulting.co.uk/
Instagram: www.instagram.com/happycoffeeconsulting
Facebook: https://www.facebook.com/happycoffeeconsulting/
Linkedin: https://www.linkedin.com/in/sarahmetcalfecambs/
