Finders Keepers, Losers Weepers:
Proven Ways to Retain Your Best Employees
Gregory P. Smith
Imagine–you have been working late to finish an important project when
your project manager walks into your office and tells you she has been
offered a better job. This is the same person you handpicked, trained,
and recently gave a pay raise. As she turns to depart she says, "There
are others thinking about leaving too."
What went wrong? How are you going to finish this project? Who will be
next to leave? The dread is starting to sink in.
Employers face enormous challenges when they consider the increasing
difficulty of finding skilled people, a more demanding younger workforce,
and a growing population of older workers heading toward retirement. In
the next 10 years, HR professionals expect three out of 10 employees in
their organization's workforce to retire.
The difficulty in finding and keeping talented people is having a
catastrophic impact on many businesses and industries throughout the
world. In addition to those retiring, surveys show one out of every three
people plan on quitting their jobs this year. The greatest threat
employers face is losing their best and brightest to the competition.
That's a lot of talent leaving organizations and just the beginning of
what many people have described as the "perfect storm."
Here Comes the "Plug and Play" Generation
A new generation of workers is transforming the landscape. There are
several reasons why. On one end of the workforce, the Baby Boomer
generation is retiring, leaving fewer skilled people to choose from. On
the other end, a smaller group of younger workers is entering the
workforce who place their needs for instant gratification first and
foremost. The average tenure of a 20-something is less than 18 months,
creating a swinging door and a cycle of misery for employers.
The Cost of Turnover
Each year businesses spend billions of dollars recruiting and replacing
their employees. They assume turnover is unavoidable and think there is
very little they can do to prevent it. For the most part, organizations
focus on retention after they start experiencing a turnover problem.
Few businesses consider the impact of turnover on their bottom line. It
takes $7,000 – $14,000 to replace a typical employee, and to replace a
key manager costs the same as buying a Lexus. To replace a critical care
nurse can run up to $185,000; and when a top talented individual in a key
role departs, it can cost millions. In spite of the staggering cost, the
majority of businesses do not have a formal retention program.
Money and benefits are important, but studies show most employees leave
for other reasons. Obviously, a certain degree of turnover is
unavoidable, but with a small amount of effort organizations can make a
major difference. Your retention plan should address the following key
Hire the best and avoid the rest. Cisco CEO John Chambers said, "A
world-class engineer with five peers can out produce 200 regular
engineers." At Yahoo they would rather leave a position open than hire
the wrong person. Instead of waiting for people to apply for jobs, top
organizations spend time looking for high-caliber people whether they
have a job opening or not.
Redesign your orientation program for new employees. The old saying, "You
don't get a second chance to make a good first impression" is true in
this case. Organizations experience the highest level of turnover during
the first 90 days on the job. The purpose of onboarding is to quickly
assimilate the new person into the organization, so make the first
critical days stand out as a positive experience. This is a great
opportunity to make new hires feel proud to have chosen your
Provide flexible work schedules adapted to the needs of the individual.
In today's workplace, flexibility rules. A one-size-fits-all approach
has long since lost its effectiveness. Workers will migrate to a company
whose benefit packages and schedules help them meet the demands of their
lives, whether they are single parents, adults who care for aging
parents, older workers, younger workers, part-time workers, or
Get rid of the slackers and whiners. Employee retention does not mean
you keep everyone. Employees say one of the main reasons they stay is
because they like the people they work with. No one wants to work with
people who do not pull their weight. Those businesses that tolerate poor
performance will drive off the good employees and be stuck with the bad
Soft skills are becoming the hard skills. Interpersonal skills are a
critical element of the high-retention culture. People want to feel
management cares and is concerned for them as individuals. Yet, poor
"soft skills" are one of the biggest factors driving people away. To
build stronger bonds between the top management and employees, one
corporate office practices something called the 'Employee Scavenger
Hunt.' Once or twice a year, they give every executive or manager five
names of employees. They find each person, meet them, and learn about
them as individuals. The process builds a better bond, improves
communication, and increases trust within the organization.
If they can't "move up" they will "move out." For many people, learning
new skills and advancing their career is just as important as the money
they make. In a study by Linkage, Inc. more than 40 percent of the
respondents said they would consider leaving their present employer for
another job with the same benefits if that job provided better career
development and greater challenges.
Create an early warning detection system. Ask employees to let you know
if they hear of people who are thinking about quitting. Advance notice
will give you an opportunity to try to prevent the departure. One
practice Applebee's put in place is the "Turnover Alert Form." It is
designed to identify and prevent discontented managers from quitting. In
those situations, Applebee's brings the managers in to meet with the CEO
and possibly other executives. They want to identify and repair anything
that might be causing job dissatisfaction.
Create an alumni program. No matter how good you think your company is,
your employees always think they can find a better job elsewhere. "The
grass is greener" mentality is alive and well in organizations across the
country. So keep the doors open for the good ones to come back. Keep in
contact with previous employees, send them newsletters, keep recruiting
and talking to them until they return. Who knows, they may refer other
employees to you.
Look for triggers. Focus on individuals going through some form of change
such as marriage, pregnancy, divorce, a child's graduation, mergers, or
other important events that could influence job satisfaction and/or
persuade or force employees to leave the organization prematurely.
Re-hire your employees. An emphasis on hiring new people can cause
"older" employees to dis-engage, feel ignored, or forgotten. To combat
this situation, consider reinterviewing all of your employees
periodically. During the interview, review their training and
development, ideas and suggestions, identify new skills acquired, and
review their pay and benefits.
Take the temperature of your workforce. High-retention workplaces use
employee climate assessments to measure the attitudes and feelings of
their workforce. Every organization should conduct some form of climate
assessment periodically during the year.
Complete an Individual Retention Plan on your best employees. You must
manage retention one employee at a time. Focus on the key jobs that have
the most impact on profitability and productivity. Everyone has a
different set of needs and expectations about their jobs. By conducting
an individual retention profile, managers can quickly identify the
employee's unique motivations, goals, level of job satisfaction, as well
as other expectations.
Focus on the family. One small company gives their employees' children a
$50 Savings Bond twice a year when they get straight A's on their report
cards. Another survey of 1,000 companies showed half of them let workers
stay home with mildly ill children without using vacation or sick days.
Two-thirds permit flextime defined as allowing employees to adjust work
hours on a daily basis.
Identify and weed out poor managers. The relationship with the employee's
front-line manager is the most common reason people leave. As part of
LaRosa's employee retention strategy, all workers evaluate their bosses
twice a year using a special report card. It asks the employees to give
their managers a letter grade from A to D in four categories. Any score
less than a "B" requires a specific comment from the employee. After it's
completed, they tabulate the comments and design action plans for
Adopt your employees. Starting employees off on the right track is
incredibly important, and maintaining your hiring initiatives and keeping
strategies fresh and creative is the key. One organization goes a step
further than most-they ADOPT their employees. After they are hired and
complete the orientation program, the new employee is brought into a
conference room and presented with a set of "Adoption Papers." The
certificate is printed on parchment paper. The employee also receives a
cupcake and with a lit candle commemorating this important event.
Visit our website to download a free employee retention organizational
assessment and a Cost of Turnover Calculator to determine how much
turnover is actually costing your business. Please go to:
Greg Smith's cutting-edge keynotes, consulting, and training programs
have helped businesses reduce turnover, increase sales, hire better
people and deliver better customer service. As President of Chart Your
Course International he has designed and implemented professional
development programs for hundreds of organizations globally. He is a
former examiner for the Malcolm Baldrige National Quality Award, the
nation's highest award for business excellence. He has authored eight
books including his latest, 401 Proven Ways to Retain Your Best
Employees. For more information, visit www.chartcourse.com or call (800)
821-2487 or (770) 860-9464.
The book is available on Amazon.com and http://www.401ProvenWays.com