Are you tired of losing good talent? I mean after all, you took the time to hire the right fit but you can’t seem to keep them. Is there any area in your company that is experiencing high employee turnover? Have your employees seem to have lost their zeal and desire to provide excellent customer service? Have they lost their lost faith in the company’s vision and mission?
Have you ever stopped to consider why?
My previous article stated that having the right fit for a service representative is important; someone who loves their job, love people and someone who is self-motivated and driven, makes it easier for companies to live up to their service goals. We know that customers leave companies but did you know that employees leave managers?
Today, there are countless employees reporting to work on a daily basis, many of whom were at one time, the right fit. Now due to poor management, lack of empowerment, limited growth opportunities and convoluted processes, these employees have “checked out”. This has a tremendous impact on a company’s customer service delivery and profitability.
Retaining employees goes beyond increasing salaries. Here are just a few suggestions that can assist with employee retention:
- Build your management team – John Maxwell, Leadership Guru, says that EVERYTHING rises and falls on leadership. Train your managers on people management principles continuously. Once a year is NOT sufficient.
- Offer growth opportunities for employees. These can include skill building training and cross training opportunities.
- Offer succession training opportunities.
- Promote based on talent, skills and wills – not based on favoritism or tenure.
- Make policies clear and customer focused.
- Empower employees to make decisions. Provide them with parameters and options to choose from.
- Develop an employee recognition program.
- Engage your employees by holding corporate team building and social events.
Finding the right fit is no easy task, particularly when the talent pool is small. Once you find the right employees, be sure to place them in an environment/culture which will make it difficult for them to leave.
Tip of the day: Employees leave poor managers or management teams – they very rarely leave companies.