{"version":"1.0","provider_name":"Happy","provider_url":"https:\/\/www.happy.co.uk","title":"At Sure Petcare, a Happy Workplace is More About What Leadership Doesn\u2019t Do","type":"rich","width":600,"height":338,"html":"<blockquote class=\"wp-embedded-content\" data-secret=\"jMyDxUHDl7\"><a href=\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/\">At Sure Petcare, a Happy Workplace is More About What Leadership Doesn\u2019t Do<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/embed\/#?secret=jMyDxUHDl7\" width=\"600\" height=\"338\" title=\"&#8220;At Sure Petcare, a Happy Workplace is More About What Leadership Doesn\u2019t Do&#8221; &#8212; Happy\" data-secret=\"jMyDxUHDl7\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script>\n\/*! This file is auto-generated *\/\n!function(d,l){\"use strict\";l.querySelector&&d.addEventListener&&\"undefined\"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!\/[^a-zA-Z0-9]\/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret=\"'+t.secret+'\"]'),o=l.querySelectorAll('blockquote[data-secret=\"'+t.secret+'\"]'),c=new RegExp(\"^https?:$\",\"i\"),i=0;i<o.length;i++)o[i].style.display=\"none\";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute(\"style\"),\"height\"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):\"link\"===t.message&&(r=new URL(s.getAttribute(\"src\")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener(\"message\",d.wp.receiveEmbedMessage,!1),l.addEventListener(\"DOMContentLoaded\",function(){for(var e,t,s=l.querySelectorAll(\"iframe.wp-embedded-content\"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute(\"data-secret\"))||(t=Math.random().toString(36).substring(2,12),e.src+=\"#?secret=\"+t,e.setAttribute(\"data-secret\",t)),e.contentWindow.postMessage({message:\"ready\",secret:t},\"*\")},!1)))}(window,document);\n<\/script>\n","thumbnail_url":"https:\/\/www.happy.co.uk\/wp-content\/uploads\/2025\/03\/sarahmet2min.webp","thumbnail_width":600,"thumbnail_height":240,"description":"Sarah Metcalfe is Head of Customer Service at Sure Petcare and she knows that a happy workplace is essential for enhancing the customer experience. When she asked her team, \u201cwhat makes you happy at work?\u201d what stood out was that it\u2019s really more about what leadership doesn\u2019t do. For example, they don\u2019t impose SLAs or metrics. They don\u2019t get mad if staff are late because they\u2019re stuck in traffic. They don\u2019t measure people and don\u2019t ask them how long they\u2019re going to be on the phone for. In this short video from the 2019 Happy Workplaces Conference, Sarah explains what gives her team the ability to do whatever it takes to make the customer happy."}