What’s the secret to creating happy employees? Oh, if we only had the answer. It would be the key to every company’s success. No matter what industry you are in, your employees are your company’s greatest assets. People make the business work. Unfortunately, there’s no guidebook for employee motivation, happiness, and success. While we may not have the answer, a handful of companies are creating their own guidebooks for employee success. And believe it or not, some of these companies haven’t been around for decades gathering data on what makes for an excellent work environment. Some of these companies haven’t been around all that long.Lyft is one such company. We showcase Lyft’s secret to creating happy employees in the winter 2018 issue of BBB’s TRUSTED magazine. Founded in 2012, the ride-sharing company uses a “triangle of trust” to keep its customers, drivers, and employees happy. This triangle incorporates continual touch points with customers and drivers, creating an open line of communication with customer support and connections directly with the corporate team, so Lyft can keep its finger on the pulse of what’s happening. As the TRUSTED editorial team researched businesses to feature in the latest issue of the publication, a singular theme kept popping up: Happy employees are the ones who are engaged and feel some sort of ownership of the company. In other words, you don’t want your employees to feel as if your company is simply a place they go to work. Rather, you want employees to feel that they too are responsible for the company. At Lyft, nearly 30 percent of the customer support team are also drivers, or were drivers. That means the team is not only providing help to drivers and customers, but they’ve also lived the ride. They understand their customers’ concerns and complaints better than those who have not spent time in the driver’s seat. For Lyft, this is an essential component of its mission “to reconnect people through transportation and bring communities together.” Understanding the customer and driver experiences and then taking action are central components of Lyft’s strategy. By hiring former and current drivers as employees, Lyft gains insights into the driver experience. Lyft currently has approximately 700,000 drivers in cities across the U.S. We all know you can’t just hire employees and then disappear. You need to continually ask your employees for feedback and understand what’s working within the business and what’s not. Lyft leverages its employees’ know-how to gain a better understanding of its customers. The company conducts immersion sessions to identify what’s working and what’s not working. As part of these sessions, employees may answer emails from drivers or help the lost and found team connect drivers with their passengers who’ve lost items. Mary Winfield, Vice President of Customer Experience and Trust for Lyft, said immersing employees versus having them sit in a conference room provides them with a real experience and hopefully translates to empathy and action. Ready to learn more about how Lyft keeps its employees, drivers, and customers happy? We invite you to read our article on what Lyft is doing to “enable the perfect ride.” AUTHOR BIOArchana Mehta is the Founder and CEO of AM Strategies, a marketing and communications firm based in Washington, D.C. She has spent the last 15 years helping companies with everything from marketing strategies to content development to product launches. In her “spare” time, she enjoys taking her toddler twins on adventures around the country.