Why The Happiness Advantage Is Still a Game-Changer for Guest Experience

A friend recently asked for a good book to help teach guest experience. Even though it was written over a decade ago, I believe that Shawn Achor’s book, The Happiness Advantage, is still one of the best books I know on the topic. And what’s more, it doesn’t actually have anything to do with helping guests.

Read on for five of the book’s principal tips that can help drive guest experience – from the inside out.

No. 1: Happiness first. Then success. 

At the heart of The Happiness Advantage lies one of the most important messages I’ve personally ever received: happiness fuels success, not the other way around. So many of us continuously raise the bar on what it means to be successful, never taking the time to celebrate. If you’ve ever thought, “I’ll be happy just as soon as I ….,” you’ve probably fallen into this trap of holding your own happiness just out of reach.

Quest for success aside, it’s no secret that leaders who are never satisfied, burnt out, or even disgruntled can poison even the best of teams. In essence, hurt people hurt people.

Creating what’s become known as “Zorro Circles” can help shift the negative mindset by breaking goals into small, manageable steps that allow you more opportunities to celebrate, however small. When leaders and teams achieve incremental wins, they build confidence and momentum, fostering a sense of accomplishment and reinforcing the idea that happiness and progress go hand in hand.

No. 2: Healthy people help people. 

If hurt people hurt people, then I believe that the opposite is also true. People who are intrinsically happier are more motivated and, thus, more likely to show patience, empathy, and authenticity when working with guests. Achor emphasizes that positivity is contagious and that contagion matters in customer service. A team that feels supported and valued by their leader is more likely to go above and beyond for guests. It’s not just about doing their job—it’s about taking pride in every interaction, making meaningful connections, and solving problems creatively.

No. 3: Look for the positives.

In the book, Achor describes how The Tetris Effect impacts behaviors. The Tetris effect refers to the phenomenon where people who perform a task repeatedly begin to see similar patterns and shapes in other areas of their lives. For example, an accountant whose job is to find accounting mistakes day in and day out may become overly critical when interacting with their spouses and children, finding flaws everywhere.

If you want to impact your team (and life) more positively, it makes sense to begin focusing similar energy on finding positives to build more helpful Tetris Effects. For example, try creating a consistent gratitude habit where you take time each day to recall positive things. Other habits include setting a positive intention for the day or spending time visualizing positive outcomes for tasks and challenges to help steer your mind toward optimism.

This mindset not only helps you stay optimistic and solution-oriented but also can be a tool to help inspire your team to adopt a more positive, productive approach. Ultimately, it fosters a more supportive and empowering environment for everyone.

No. 4: Seek out the learning. 

When you actively seek learning in every situation, you set the tone for your team to do the same. Encourage staff to view challenges as opportunities for growth and improvement. By addressing mistakes with curiosity instead of criticism, you help create a culture where your team feels safe to innovate, share ideas, and develop their skills with each other and guests. This approach builds confidence, fosters collaboration, and equips your team to tackle future challenges with a positive, solutions-oriented mindset.

No. 5: Prime staff positively to promote improved interactions.

In multiple scientific studies shared in The Happiness Advantage, research showed that when individuals, from school-aged children to accomplished doctors, were primed to think positively before completing a task, they were much more creative and faster in solving challenges and puzzles. But it’s not about toxic positivity, either. Even something as simple as asking subjects to reflect on Jello they’d had for lunch or a time when they felt proud, did the trick to prime them for increased positivity and, therefore, success.

When you start meetings or interactions with a positive note—such as recognizing achievements, expressing gratitude, or sharing good news—you help shift focus toward solutions and opportunities rather than challenges. This approach can help improve morale and foster resilience, among other benefits. Simple practices like celebrating small wins with a difficult guest, highlighting team strengths, or encouraging authentic gratitude can make a big difference.

In the end, The Happiness Advantage’s core idea is that leaders who are willing to invest in their team’s well-being and happiness help create a ripple effect of engagement, dedication, and positivity that directly benefits guest experiences. I can’t think of a better way to cultivate a thriving culture.