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“When people are emotionally invested, they want to contribute.” –Simon Sinek
Look at what successful organizations have done
The secret to employee retention is not to try and reinvent the wheel, but emulate the practices used by organizations that have been very successful at keeping their staff. Two such organizations are Marriot Hotels and Southwest Airlines. Both companies have extremely low staff turnover, while still consistently posting profits. Both have successfully tapped into a very powerful truth. The underlying basis of their success is that they are able to provide for the basic emotional needs of their employees in a manner that creates lasting ties to the organization. Both organizations believe that if you take good care of your employees, they will take good care of their customers. As Maya Angelou said “People will often forget what we said, but never how we made them feel.”
Employees come first
Publicly, both organizations have gone counter to usual “customer first strategy” and state that their employees come first. They have discovered that the best way to ensure customer satisfaction is to have happy, motivated employees which will result in having people who have a strong vested interest in keeping customers satisfied. Employees that are loyal and heavily invested in an organization will naturally desire to do things that keep and increase a loyal customer base. As Marriot says, “Take care of associates and they will take care of customers.”
Hiring the right people…creating a culture and communicating it
Both organizations hire, not so much based on technical skills, but on attitudes, teamwork abilities and a natural inclination towards friendliness and service to others. While some may argue that not hiring for skills means more training, both Southwest and Marriot have found that employees that have the right attitude pick up skills faster and adapt quicker than those hired only for skills.
Most organizations post in their recruitment communication with generic terms such as “good team players wanted”. Southwest Airlines has gone far beyond and identified the personality traits of the type of person that will make a successful employee. In their recruitment ads will be statements like “If you want to have fun, this is the place to work! This is a place where you can be yourself, where it’s okay to be irreverent, where you will be loved and valued. We love our employees, we trust our employees, who in turn work very hard to give Positively Outrageous Service (POS) to our customers.” To differentiate themselves from other employers who look for attributes such as advanced degrees, professional conduct and adherence to strict dress codes, Southwest advertises “professionals need not apply”.
This clear understanding and communication of the type of person Southwest is looking for serves as a valuable self-screening tool for applicants; attracting people who are looking for and will fit well into the environment and dissuading those who would not be interested in applying. Having done an excellent job of branding themselves, Southwest has tapped into a steady supply of the “right kind Go to the full article.
Source:: Business 2 Community