Employee Retention: Retaining the Right Talent to Reach the Next Level

In today’s economy, every business executive, owner, CEO and president should be asking themselves one important question: “Do I have the talent to take this business to the next level?”

If the answer is no, you probably want to begin looking, but if the answer is yes, then employee retention should be at the top of your list.With employee retention statistics that prove your best employees may be sitting on your payroll while patiently waiting for the “right” job, you need to be sure that you are managing employee retention with specific individuals in mind and long-term goals in place.

Employees Are Not All Alike
A good manager knows the strengths and weaknesses of their employees, but do they know what motivates them?In employee retention studies, TTI has found that money is NOT the reason most employees leave a job, which seems contrary to popular belief.In our latest study of over 19,000 job seekers, only 19% said money was the reason they were looking for a new job.Instead, more popular reasons included stress, mismanagement, lack of room for advancement and lack of employee development.

In order to effectively manage employee retention, it is important to determine the core values of each individual.What drives them to take action?What keeps them engaged and motivated?What needs do they have that should be fulfilled on the job?For example, let’s assume Steve is a salesman for a medical device company that sells a new health care device to hospitals.What motivates Steve to get out of bed each day, put on his suit and give a great sales pitch?Perhaps he knows that each time he introduces better technology to a hospital, he impacts the lives of many every day.Or, maybe Steve’s personal goal is to be the top salesman in the company.Yet another possibility is that Steve comes from a family of salesmen and takes pride in following in their footsteps.Whatever the case may be, the important thing is to know what motivates Steve and ensure that employee retention strategies cater to his unique, personal motivators.

Employee Retention Must Fit Corporate Goals
Developing an employee retention strategy that is specific to each individual must start with an in-depth look at the company’s long-term goals and what it needs for success.What is the next level?What skills do you need to get there?Who has those skills and what skills are missing in the company?While it is not an easy task, it is an important step in the process of creating an employee retention strategy that will help you meet your long-term goals.Perhaps you will find that job roles should be re-organized, skills of certain employees are better utilized in another way, or certain employees are key to future success.Once you have determined how your workforce needs to adapt to meet company goals, you can implement an employee retention strategy that ensures your best talent is there to help you reach the top.

 

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View my YouTube Videos

Here are several of my videos outlining leadership and human resource management topics.

http://www.youtube.com/user/greg19532

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Employee Turnover and Retention Important Now More Than Ever

Attracting and retaining talented employees is one of the biggest challenges
facing every industry today. And one of the major reasons for low retention
rates is the employment of bad managers, according to an expert.

“Managers are the most influential factor affecting employee retention,”
said Mohammed Benayoune, Director and Head Coach of Canada-based training
group Achievement Centre International. “Most of the time people leave
managers, not companies. When somebody resigns most probably the resignation
is due to the boss. And there are statistics that back this up.”

Benayoune said a survey by professional services firm Towers Perrin found
that the main reasons employees stay at a company include having a good
manager, a challenging work environment and career advancement.

The honesty, consistency and motivation provided by a manager were always
almost top priorities. The money factor, Benayoune added, did not usually
appear on the top list.

Another study by Sirota Survey Intelligence found that employees who felt
their manager did not respect them were three times more likely to leave
over the following two years than those who felt respected.

MAIN CONSIDERATIONS

General factors that employees in the Middle East are looking for:
– Long-term career path with multiple options
– Good leadership
– Professional development
– A challenging work environment that leads to personal growth
– Respect and appreciation of their personal contribution
– Sense of mission and purpose
– Financial rewards and job security (for expatriates)
– Fast promotion to higher managerial positions (for nationals)

Financial rewards that employees in the region are looking for:
– Salaries in line with the market
– Benefits such as housing, transport, health cover, school fees and annual
tickets for home leave for self and dependents
– Bonuses: Quarterly bonuses linked to company, department and individual
performance are found to work better than annual bonuses
– Company loans for house or car purchase
– Escalating rates of end-of-service benefit

Source:
Karen Remo Listana on Friday, March 21 , 2008
Emirates 24/7
http://www.business24-7.ae

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Good Customer Service: Beans, Bacon, Bologna, and Beauty Products

BEANS, BACON, BOLOGNA, AND BEAUTY PRODUCTS:

America’s Favorite Retailers Have One Thing In Common – Great Customer Service

One of the first jobs I held was with K-Mart. Back then
K-mart was one of the top retailers in the country. I was
proud of the fact that of all the sales people working
at our store, I generated more sales than any other
person.

My success was based on one reason. I was good
at announcing “Blue Light Specials.” Most people
reading this probably don’t know what a Blue Light
Special is, but when I made my announcements
shoppers came running to my department with money
in their hand. I don’t want to say how many years ago
that was, but that was a long time ago. Wow, have
things changed since then. Now K-mart is at the bottom
of the list.

In May of 2007, the Quality Digest completed a customer
satisfaction survey of the best and worst retailers as
ranked by consumers.

TOP 10

Wegmans
Trader Joe’s
Nordstrum
Publix
Amazon.com
Kohl’s
Whole Foods Market
Costco
Barnes and Noble
Bath and Body Works

BOTTOM 10

Dick’s Sporting Goods
Sears
Best Buy
Albertson’s
Big Lots
Circuit City
7-Eleven
Home Depot
K-Mart

In addition to ranking the best and worst retailers, the
survey analyzed the primary reason shoppers choose
one retailer over the other. As a business consultant
who specializes in hiring, service, and employee
retention, I consider this is the most important aspect
of the survey.

Consumer trends and brands change rapidly.
What is popular today soon becomes ancient history
tomorrow. However, there are two factors that consistently
build customer loyalty no matter what business you are in.

Which is more important–the price of the product, or the
shopping experience? Quality Digest asked people to
choose between two factors that would cause them to
recommend a store to others. The first factor was “value”
which equates to the feeling they “got their money’s worth.”
The other factor was the “shopping experience” which
included a gamut of elements such as friendliness and
helpfulness of employees, checkout lines, cleanliness,
and location of the product.

Front Line Employees Provide the Key to High Customer
Satisfaction Scores

In the end, the number one reason people choose a
retailer was the “shopping experience.” The survey
further showed the major contributor to the shopping
experience was “employee helpfulness.” Value and price
is important, but in this survey as well as others, the
number one reason shoppers come back over and over
again is the shopping experience.

Hiring good employees and then training them on good
customer service skills remains the driving force of either
creating a positive or negative experience.

Trader Joe’s is a different kind of grocery store that provides
both value and a pleasing shopping experience. Listed #2
on the list, these stores are growing rapidly in popularity.
One interesting customer service technique one store
employs is the Trader Joe’s Fearless Flyer. This unique
marketing flyer generated an additional $40,000 of
business during one weekend.

You can go to my blog and see the Trader Joe’s video
discussing the flyer.

Customer Service First Videos

Need a good frontline customer service training program?
We are in the process of revamping and reshooting our
videos. Once the new videos are completed, the price
will increase by $400. You can wait and order the new
program later or take advantage of the current price.
Go to this page to see samples of the videos:

http://www.chartcourse.com/servicevideo.htm

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Great Customer Service Techniques by Trader Joe’s

The Quality Digest completed a customer satisfaction survey in 2007 of the
best and worst retailers as ranked by consumers. Trader Joe’s was ranking
as one of top retailers as providing the best customer service.

Here are a couple of interesting aspects of their service strategy.

Art murals in the men’s restroom:

http://www.youtube.com/watch?v=9bxtHOAjhlU

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Healthcare Shortages Will Affect All

SURVEY DATA

EXECUTIVE PERKS
The Executive Compensation 2007/2008 Survey
of 5,300 employers finds 63 percent of organizations
offered cell phones to executives as a perk, and
an additional 44 percent provided laptops or
home PCs in 2007.

Source: Compdata Surveys ~ Olathe, Kan.

GRADUATES GOING FAST
The College Student Career Confidence Survey of
247 recent college graduates finds 61 percent
expect to remain with their first employer for less
than three years.

Source: Right Management ~ Philadelphia

EVOLVING EVALUATIONS
When 150 senior executives were asked, “How
often, if ever, do you conduct formal performance
appraisals of your staff?” they responded:

Once a year- 58%
Twice a year-31%
Quarterly- 8%
Never- 2%
As necessary-1%

Source: Office Team ~ Menlo Park, Calif.

As reported by the Human Resource Executive
Magazine
====================================
HEALTHCARE SHORTAGES COULD WRECK HAVOC

In an article written by Bill Leonard in HR Staffing
News he said . . .”Estimates from the National
Institutes of Health show that U.S. health care
organizations could face a shortage of 1 million
registered nurses by 2020. A study released in July
2007 by Watson Wyatt Worldwide and the American
Society for Healthcare Human Resources found more
than two-thirds of health care employers report having
moderate to great trouble retaining employees with
critical skills, such as nurses, compared to 43 percent
of organizations across all industries.

The Watson Wyatt study found that, while compensation
was a key ingredient to retaining skilled health care
workers, employers with the best retention records
offered a variety of perks, such as flexible scheduling
and more vacation time. According to Watson Wyatt
consultant Jamie Hale, the high-stress environment
in hospitals explains why some workers choose to leave,
and a chronic shortage of registered nurses and physical
therapists just adds to employee retention problems.”
====================================
RETENTION TIP

30-60-90 Plan

Mercy Hospital has a 30-60-90 day plan for all new hires.
At 30 days a survey is sent asking how their initiation into
Mercy was and requesting feedback on HR and orientation.
At 60 days the manager sits down with the new employee
to find out more about them: their hobbies, interests, what
committees they might want to be on. At 90 days the employee
is invited to meet with administration (VP and CEO) to share
ideas for the future, what impressed them about Mercy, and
what they would change. Each employee is given a “hand”
decal for his or her name badge. This lets others know they
are new and reminds them to extend a helping hand or an
extra hand. At 90 days, they peel off the sticker and are
given a Mercy logo gift.

Source: 401 Proven Ways to Retain Your Best Employees
http://www.chartcourse.com/401-provenways.html

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Customer Service

Good Morning Greg,

I thought I would share with you a revelation in how I perceive world class
customer service.

After years of sharing information with you, I have also read the customer
service training regimens of Disney, Windham Hotels and have been fortunate
to employ a previous employee of Ritz Carlton.

I made a classic mistake. When reviewing and tracking performance I found
that I would undergo peaks and valleys of customer satisfaction statistics.

They directly linked with when I would have customer service training
classes. My peaks directly followed my training regimens and I had
impleneted a three class module that included, What level of service we want
to deliver. Problem Solving and a service recovery plan. Delivery value by
performing beyond our service commitment.

The training did not make the change permanent and would dip customer
service statistically because I failed to recognize I had not made a
permanent change in each associates concept and delivery of outstanding
service.

Repetition and reinforcement of a skill set can take substantial and ongoing
training and not just a one, two, three approach. I failed to change the way
people think by giving them constant reinforcement and thus old habits
re-appeared.

Customer service will now become a constant and consistent part of our
culture. You have to live and breath customer service to be consistently
effective. We now do round table problem solving at a unit level every week
for about 10 minutes and discuss openly service challenges and how they were
handled. Every manager in this company is charged with permanet effective
change.

Have you written or do you know of a good source for change management. I
have been through four acquisitions is as many years and unfortuneately the
stock holders have failed to substantiate any value in their Human Capital.

Poor communications and I suspect some poor business acument have reeled
this company. Our name will change on 1/1 and I have to find a solutions to
get these people to take control of this situation and empower everyone to
take a long look on what ddirves a healthy, happy company. I believe real
wealth is achieved by taking a long term approach and not necessarily
looking at short term gains. I see some things that make ke very skeptical
and it may be time for me to move on as I perceive my philosophies of
effective Human Captial Management to conflict with current ownership. I
guess I ma reluctant to face that after 11 years of hard work and trying to
build a Legacy to be proud of I see that interests lie only in money
andbeing ruthless is a vialbe option. Not for me.

Your opinion would be of great value. I see symptoms that make me very
uncomfortable.

Dave

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