Happy, satisfied employees make for happy, satisfied customers. Customers want a pleasant and satisfying experience at your place of business… every time they make contact! It is CRITICAL that you have the BEST employees possible, especially in this economy when spending is down and customers are being more picky about with whom they do business! How do you retain these employees?
I just spent three hours with each shift of our city fire fighters and asked them similar questions (plus doing some other leadership training). It is amazing how much people desire to be asked for their opinion and input about their job and their organization!
You need to sit with your good employees face-to-face on a regular basis and ask them several questions that will help you better promote their job fit:
- What three things would make your job easier or help you do your job better?
- If you could change one thing about your job, what would that be?
- What is the most satisfying thing about your job? The least satisfying?
- What are your longer-term career goals and how can I and the company help you reach them?
- What’s most important to you in your current job situation. (Examples: money, time off, family, variety, flexibility, stability, feedback on performance, new responsibilities, part ownership, …)
- What would it take for you to stick around another year or two?
Other important questions that make your employee feel valued (these can be asked one-on-one or in small groups):
- If you could change one thing about our company, what would that be?
- What do you feel are the three greatest challenges our company faces?
- What can we do to improve communication within our company?
- What can we do to improve customer satisfaction?
- What can we do to improve the retention of our employees?
- What can we do to improve the effectiveness or efficiencies of what we do?
Three key areas to involve your employees individually or in small groups and that also build teamwork:
- In the planning process: long-range, short-range, strategic planning.
- In decision-making: any decision that affects them.
- In problem-solving: any company problems you might have, with discretion.
Good, effective, experienced employees are the key to your success. (In the past year, Circuit City trimmed costs by getting rid of their longer-term employees and replacing them with younger, inexperienced but lower-cost employees. Best Buy hired many of those let go. There are studies that show how Circuit City has suffered and Best Buy has grown because of this policy.) They want to feel wanted, needed, valued and have a sense of community, a sense of belonging – you are the one to build that culture. As you do, they will stick with you in the good times and through those difficult times that we are now facing.
Dick McCormick – Biz Success with Less
For more business success tips, go to: www.BizSuccessWithLess.com
Tags: Employee Retention, Happy Customers, JOb Fit
