Staff retention drops significant profit straight to the
bottom line. Equally true, our industry averages over 185% turnover. Investing in retention is a tangible
alternative to budgeting for turnover. I
offer you a pragmatic, and what may feel paradoxical strategy, that builds
retention. In just over 1,000 client
cases, the steps offered here have worked, in every case. You will see you have a choice. Here’s a seven (7) step strategy that
consistently reduces 185% and higher annual turnover, to less than 30% per
annum pace in as little as one business quarter.
Most company leaders assume an understanding of excellence. Then you get disappointed when staff doesn’t
perform. Don’t assume common sense. What is simple and obvious to you is often
new information to others. Staff members
are not likely able to read your mind.
Take the time to define excellence in performance, both actions and results.
Most job descriptions are focused on tasks that reduce work
to the lowest common denominator.
Support performance excellence by focusing on definitive results. Once results are defined, tasks make sense,
and provide a deeper sense of why task is done a certain way. This sense of why is critically important to
most workers, and provides a more comprehensive sense of performance
expectations. Prior to a hiring, ensure
every applicant has reviewed the relevant job description.
Design everything in the interview to see and feel how the
applicant defines, performs, explores and expands their sense of
excellence. Anything less is a waste of
Brief role plays will also provide you a clear picture if
what the applicant says they are capable of matches your sense of effectiveness
or more, e.g., carry a full tray,
greet you as if you were the guest, offer verbal specials, etc.
4: “Maybe” is a “no”… keep interviewing.
Paradoxically, make it tougher, not easier to get a job in
your business. Trust what is not easy to
trust: more applicants show up when you raise the (performance) bar. Most people want to play on a winning
team. When your staff plays on an A+
team they know it. No and yes votes on
an applicant are simple. How many times
has your “maybe” turned into a yes, and should have been a “no?” A maybe is a no.
Support the excellence you’ve defined by training your staff
to perform your expectations. Role play
expected behavior, have your staff feel supported and successful. Effective
training pays for itself.
Be aware of
body language and tone of voice as well as language choice. Catch your team doing the right thing and celebrate
what is good, then guide the behaviors that need course correction.
question about the importance of work is this:
“If it was your busiest shift of the week and you had to choose between
your dishwasher or your manager, who would you lose?
Miick & Associates; Rudy Miick