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Transcript of Avoiding Six Dangerous Retention Mistakes Most Companies Make Steve Puckett, SPHR Director,...
Avoiding Six Dangerous Retention Mistakes Most Companies Make
Steve Puckett, SPHRDirector, Corporate Human Resources
Introduction
Employers facing “Talent Paradox”– Relatively high unemployment (peaked in 2010)– Increasing shortages in areas where attracting and
retaining employees is most critical– Loss of high-potential talent
Spike in voluntary turnover after a downturn– Employees advancing careers– Poor morale due to cost cutting measures– Gen Y’s comparing notes
The Cost of Turnover
Can be significant and can result in…– Loss of productivity– Lost institutional knowledge and relationships– Added burdens on employees who must take on
more work
The Cost of Turnover
Direct Placement Costs– Accrued paid time off and replacement costs – 50-60% of annual salary
Indirect Placement Costs– Disruptions to team-based work– Lost clients– Decreases in overall service or product quality– 90-200% of annual salary
12-40% of Pre-tax Income
No longer a problem for just “large” employers
Voluntary Turnover
During turbulent times best employees are the ones who leave– A’s first– B’s second– Left with C’s
Poor performers hold on to paychecks until unemployment eligible
4 Paths to Turnover
Employee is dissatisfied with job Employee has better alternatives Employee is following a plan Employee is leaving without a plan
Additional Factors
Organizational commitment and job satisfaction
Quality of the employee-supervisor relationship
Role clarity Job design Workgroup cohesion
Focus Shifted from Talent Retention to Cost Reduction
2/08 Corporate leaders priority – Retention of top talent
2/09 Cost reduction/survival– Top talent retention fell to #8
Once again, retention on our radar screens
– Retention of top talent is even more critical as economic conditions improve…
The Six Most Dangerous Retention Mistakes
1. Focusing on Retention Programs vs. Retention Processes
2. Supporting a Fear-Based Workplace3. Confusing Employee Engagement with Employee
Destruction4. Not Supporting a Multi-Generational Friendly
Workplace5. Not Holding Supervisors Accountable for
Retention6. Not Narrowing the Front Door to Close the Back
Door
Critical Retention Mistake #1
Focusing on Retention Programs vs. Retention Processes
Drive Retention from the Top, Because Executives Have Greatest Impact
Include turnover cost in annual report Include in strategic plans and report monthly Rewards for meeting goals Consequences for missing goals HR must encourage managers to lead with
influence rather than authority Leave authority to senior management
- CFO’s must be on board
Think!
Sales
Service
Quality
Safety
Retention
= $ Profits $
10 Strategies of Rethinking Retention - Richard Finnegan
1. People quit jobs because they can• Companies make it too easy to quit• No effort to hold on to our best
2. Employees stay for things they get uniquely from you
• Build a retention brand different from others
3. Supervisors build unique relationships that drive retention/turnover
• Employees stay for bosses• Employees leave because of bosses
4. Hold supervisors accountable for achieving retention goals
• Add to other measurable objectives
10 Strategies of Rethinking Retention (con’t.) - Richard Finnegan
5. Develop supervisors to build trust• Relationships Trust Information Success
6. Narrow the front door to close the back door• Focus as much on hiring process as retention
7. Script employees’ first 90 days• Predict how long employees will stay• The most critical time during employment
8. Challenge policies to drive retention (support/hinder)
9. Calculate turnover cost to galvanize retention
10. Drive retention from the top• Executive buy-in is a must
Design Job for Engagement
Capture the minds and hearts of employees– Avoid the Sunday blues
Challenging assignments– The absent Millennial
Goals with feedback Provide for personal growth and development Full partnership career development process
– Career interest forms
Hidden Obstacles to Retention
Young workers with fewer bills Growing number of entrepreneurs
Calculate Turnover Cost to Galvanize Retention
Develop formula to calculate turnover cost Those who have CFO endorsement have greater
opportunity for upper management support Call center identified turnover cost at $12K per employee
– Destroyed a $12,000 obsolete piece of computer equipment to drive point
– Drove home actual cost
Delivery company put cost of driver turnover at $60K, same value as company truck
– Showed video of totaled truck from accident to emphasize cost
Best practice
Retention is an on-going process driven by upper management
NOT
a Band-aid program
Critical Retention Mistake #2
Supporting a Fear-Based Workplace
Managing Through Fear vs. Trust*
* Managing Through Trust vs. Fear, a Human Workplace E-Workbook by Liz Ryan
FEAR TRUST
The boss is always right. Who knows who’s right? Let’s brainstorm ideas.
The most important thing I do is make sure we hit our goals.
The most important this I do is remove barriers for my team (so they can hit goals).
If someone goofs up, I write them up.
If something goes wrong, we talk about it to get the learning.
Managing Through Fear vs. Trust*
* Managing Through Trust vs. Fear, a Human Workplace E-Workbook by Liz Ryan
FEAR TRUST
I need to let people know who’s in charge.
I need to make sure people know I have their back.
Incentives & penalties make employees perform.
Carrots & sticks are for donkeys. Treat people like adults & watch them succeed!
We need lots of policies & controls because people can’t be trusted.
Why would I work among people I don’t trust? We solve problems in context.
During economic downturns most companies focus on keeping employees with good attendance even though their work is substandard.
This seems to be a better alternative to firing the employee and waiting days, weeks or months to replace.
Some bosses are encouraging young workers to buy a new car, boat or other expensive item knowing they would have to keep their job to make the payments.
Beware “Jerk Bosses”
Since 2003, 24 states have introduced legislation on “workplace bullying”, however no laws have been enacted*
9 states with 12 bills active as of 3/25/13* 37% of U.S. workers report they were a bully victim – 12%
have witnessed workplace bullying* Verbal attacks from supervisors are generating six figure
settlements Four times more complaints than all forms of harassment
combined
*According to the Workplace Bullying Institute
Transitioning From a Fear-Based Workplace10 Early Signs of a Fear-Based Workplace
1. Appearances are everything• Staying longer than boss• Worrying less about quality of work than how they’re
perceived
2. Fear-based discussions rule over work discussions
• Who’s stock is falling/rising• Preoccupied with who is invited to meeting vs.
meeting agenda• Predicting employee failures
Transitioning From a Fear-Based Workplace (con’t.)10 Early Signs of a Fear-Based Workplace
3. Distrust rules• Off the record conversations• Coded messages• Back alley meetings• Backstabbers thrive…”Would this be your knife in my back?”• Your failure is my success
4. Numbers rule• Total obsession w/ metrics• Employee is sum of numeric goals• Record profits and now cutting back on perks…coffee, etc.• Stock price vs. People price
5. Too many workplace policies• Overdependence of rules vs. common sense• Lengthy, tedious policies• Ordering supplies, scheduling a business trip or vacation day
6. Management discourages lateral conversations• Fear of employees comparing notes• No one has authority to authorize meetings• Loss of sharing ideas…No Brainstorming Allowed!
7. Information is restricted• Information leads to success• Lack of transparency• Knowledge = Power• Destroys trust
Transitioning From a Fear-Based Workplace (con’t.)10 Early Signs of a Fear-Based Workplace
Transitioning From a Fear-Based Workplace (con’t.)10 Early Signs of a Fear-Based Workplace
8. Brown-nosers rule• Kissing up at all levels• “Who said it” rules over “what was said”• Fear-based leaders surround themselves with “yes
men” and “yes women”• Right answer vs. truth
9. The boss is so out of touch it’s almost comical…The Office• Focuses on keeping one’s head down, taking no risks
and sucking up to anyone in management
Transitioning From a Fear-Based Workplace (con’t.)10 Early Signs of a Fear-Based Workplace
10. Management leads by fear• Most decisions made in secret• Information is given in drips• Company culture “Be glad you have a job, stop
whining and get back to work”• Leadership is based on keeping employees in the
dark• Major gap between management and employees
Treating Employees Fairly Requires:
Distributing rewards Respect through interpersonal relationships Involving employees in difficult decision-
making Offering opportunities to question decisions
Critical Retention Mistake #3
Confusing Employee Engagement with Employee Destruction
Employee Engagement
Employees who are so committed to their jobs that they want to give…
Discretionary Effort
3 Buckets of Employee Engagement- N. Davis, Editor, HR Magazine- G. Sherrill, VP HR, Wal-Mart
1. 17% actively disengaged• Unhappy• Undermining co-workers
2. 54% not engaged• Sleepwalking thru workday• Putting in time w/o passion• Fence sitters
3. 29% work with passion
“Do you want the 17% hanging around your 29%?
Disengagement costs U.S. economy $300B in lost productivity annually.
6 Essentials for World Class Employee Engagement
1. PeopleSenior leaders who excel at Listening Knowing and cherishing relationship with employees Outstanding communication
2. WorkProviding resources for employees to over-achieve
3. Full Service RecognitionCompetitive payRecognition for each generationOne size does not fit all
4. Opportunities Succession planningTrainingCareer development
6 Essentials for World Class Employee Engagement (con’t.)
5. Quality of Life IssuesTargeted benefits
Flex schedules
6. Company CultureLive your practices
• Diversity• Company reputation• Performance management
*Every employee must understand How their job impacts organization’s success
Employees First and Customers Second- Vineet Nayar
HCL Technologies
Key is holding management equally accountable to employees
Live in a world of democratic form of government
BUT Autocratic nature of business
Customer Service Focus Must Include Internal Customers
Employee first, Customers second Satisfied employees display better customer
service
How Not To Engage Your Employees
Company President– Not listening to employees– Hires a $100K consultant– Consultant listens to employees– Makes same recommendations
Not embracing 50-50 meetings– 50% informing– 50% listening
Employees Stay Because of Things They Get Uniquely From You
Write down 2-3 employees in your company who are critical to your success
Write answers to these questions for each employee
– Could this employee leave you for a better job?– Has the employee ever considered looking elsewhere?
Now write down reasons you feel they have stayedTangible…shift, schedules
Intangible…new skills, good supervisor
Critical Retention Mistake #4
Not Supporting a Multi-Generational Friendly Workforce
Traditionalists (Veterans)
Born before 1945 Long term careers Loyal Tech-challenged Like structure Respect authority Law & order Hard work…max effort Duty before pleasure Honor
Baby Boomers
Born 1945-1964 Motivated by position, perks
and prestige Competitive Goal-oriented; equate work
& position with self-worth Independent Prefer to meet face-to-face Believe you have to “pay your dues”
to get ahead in the workplace
Generation X
Born 1965-1980 Technologically savvy Like informality Learn quickly Work/life balance Embrace diversity Like to work independently Like casual work environment Short attention spans
Generation Y (Millennials)
Born after 1980 Communicate through
texting, social networking,
email Family-centric Embrace diversity Expect to advance quickly Attention craving Participation vs.
accomplishments Good at multitasking
Major Increase in Employment Replacing Exiting Boomers
1 Personal Financial Advisors
2 Dental Hygienists
3 Civil Engineers
4 Market Research Analysts
5 Computer Systems Analysts
6 Physicians and Surgeons
7 Computer Appl. Software Engrs.
8 Management Analysts
9 Accountants and Auditors
10 Registered Nurses
Top Job Opportunities for Next 10 Years*
The best paying, fastest growing jobs will grow up around one of the richest and fastest growing segments of the population: the retiring Baby Boomers.
*24/7 Wall St.
Generational Expectations of Succession Planning
Traditionalists My dedication and service have been rewarded.
Baby Boomer It’s about time! I’ve paid my dues.
Gen X What do you mean I can’t be promoted yet? I have delivered the results for which you asked.
Gen Y What’s my next career move? I’ve been here for 12 months and haven’t been promoted yet.
How Generations View Change
Traditionalists Boomers Gen Xers Gen Ys
Something’s Wrong
Caution Potential Opportunity
Improvement
Using Social Media to Engage Workers
Gen Y will make up 36% of U.S. workforce by 2014; 46% by 2020– Opportunities for career progression– Opportunities for personal development– Collaborative work environment– Flatter them; motivate them
Employers must embrace social media to enhance learning opportunities
Washington Post Survey3400 Surveyed
Employee Retention Desires
1 Telecommuting 548 16%
2 Educational Assistance 396 11.6%
3 Flextime 379 11.1%
4 Benefits 375 11%
5 Bonuses 370 10.8%
6 Fitness 357 10.5%
7 Money 334 9.8%
8 Other Perks 302 8.9%
9 Time Off 227 6.7%
Critical Retention Mistake #5
Not Holding Supervisors Accountable for Retention
Hold Supervisors Accountable for Achieving Retention Goals
All levels of supervisors should have retention goals
Should be weighted same as productivity, safety, other goals
Talent Keepers recent survey
– Only 14% supervisors have retention goals
Holding Supervisors Accountable for Achieving Retention Goals
Top methods for setting retention goals Transitioning from consoling counseling to
accountability counseling Consoling conversation
– Sad we lost Susan– Really going to miss her– It may take weeks to replace her– I am sure you will do a great job
Accountability conversation– How did we lose Susan?– She earned highest rating– What could/should we have done to save her?– What changes will you make to prevent from this happening
again?
In reality, many supervisors would say
“Susan was not as good as we thought”
In Order to “Own Your Team”
Supervisors must be part of the hiring process– You hire it– You coach it– You are responsible for outcome and results
Adjust retention goals for economic downturns Compare to the best, not the rest
Supervisors Build Unique Relationships That Drive Retention
#1 factor in retaining employees is “immediate supervision”
Best working conditions, world class benefits, employer of choice branding– Will be over-shadowed by ineffective supervisor
Average benefits and pay may be overlooked for great supervisor relationships
Employees join companies for “things” but stay for people
Supervisors Build Unique Relationships That Drive Retention (con’t.)
Yahoo Hot Jobs Survey– 70+% of employees surveyed were interested in
getting a new job due to dislike of boss
Florida State University study on supervisors– Failed to keep promises (39%)– Failed to give credit when due (37%)– Gave “silent treatment” to employees (31%)– Made negative comments about employees to other
employees (27%)
What Employees Seek from Leaders
Trustworthiness – 79% Cares about others’ well being – 67% Encourages development of talent in the
organization – 56% Highly visible to employees – 42% Manages financial performance successfully –
42%
Treating Employees Fairly Requires
1. Fair distribution of rewards
2. Heightened awareness of interpersonal relationships
3. Involving employees in decision making
4. Offering opportunities to question decisions
Develop Supervisors to Build Trust with Teams
According to 80% of employee surveys, TRUST is the most important factor employees seek from supervision…
Relationships lead to
Trust leads to
Information leads to
Success
Behaviors of a Non-Trusted Supervisor
Kiss up vs. kiss down Rumor central
– Caught up in employee rumors
Employees clam up– Employees polite but not engaging– Conversations very short
Complaints bubble up– Most complaints hidden– Playing favorites– Bullying– Retaliatory behavior
Behaviors of a Non-Trusted Supervisor (con’t.)
Fewer individual meetings– Group and one-on-one– Meetings cut short– Tight agenda– Meetings postponed/cancelled
Employee survey scores nose dive Production suffers
– Productivity declines– Blame game– No accountability
Increase in turnover
Turnover Retention
Traditional Thinking Progressive Thinking
Most important supervisory skills for retention: communication, feedback, coaching
Supervisors who cannot build trust have little credibility regardless of other skills
To reach their positions, supervisors/managers have already learned their trust skills
Some supervisors are trustworthy and some are not
Trust begins with relationships
Only one chance for making a good first impression
Employee Retention is a Significant Factor to be Considered for Managerial Promotions
Traditional Thinking Progressive Thinking
Supervisors cannot control all reasons employees leave
Like sales – supervisors strongly influence results
Pay & other policies are outside supervisor’s control
Supervisor can impact pay decisions
Supervisor won’t fire poor performers to pad retention numbers
Manage supervisors towards right decisions
Supervisors are a small part of a big problem
Supervisor takes ownership of team
Wegman Food Stores, Rochester, NY (#10 Fortune’s 100 Best Employers)
Requires front line management accountability for retention
A Great Retention Story
Who was your best boss? Why?
Vice President of HR– Good communicator– Held me accountable– Not afraid to offer praise and/or criticism– Became a good listener– Relationship builder– Trustworthy…did what he said he would do– Good sense of humor
Supervisors build relationships based on trust…
Critical Retention Mistake #6
Not Narrowing the Front Door to Close the Back Door
Narrow the Front Door to Close the Back Door
Hiring the wrong employees puts you on a direct path to turnover
Tips for hiring employees who stay– Don’t forget the basics
Blocking Tackling
– Compare to the best http://www.weddles.com/awards/index.htm
Most Turnover Occurs Within 90 Days
Set retention goals– 90 days– Annual– Adding a few months to Average Length of Service
can increase ROI tremendously– Doubling length of service cuts turnover in half
Do not classify the employee who quit as a slacker
Increasing Retention Involves Improving Employer Branding
Texas Instruments– “Think Big, Think Bold, Think Texas
Instruments” General Mills
– “A Great Place to Start; A Great Place to Stay”
eBay– “You can find a lot of cool things on eBay
but nothing cooler than our jobs” Children’s Healthcare of Atlanta
– Video of how jobs impact children's health
Increasing Retention Involves Improving Employer Branding (con’t.)
Delta– “Delta employees don’t just travel the world, they work
to improve it” Publix Supermarkets
– “Where shopping is a pleasure”– “If you think shopping at Publix is a pleasure, try
working here” Barnes & Noble
– “If you love books why not work at a place surrounded by books”
Hard Rock – “For those about to Rock, we recruit you”– “Kick a– service, served fresh daily”– “Rock stars wanted, come perform for a packed
house”
Script the First 90 Days
At one time Wal-Mart had lost 65% of its employees in the first 90 days
University of Florida study states most employees form opinions in first 30 days which impact their decision to leave within 90 days– #1 on their list is disrespect from supervisors
Stay Interviews
Employers of choice are focusing on stay interviews– Equal importance as exit interviews– Educating supervisors why employees stay, as well as why they
leave– “Someone cares that I stay”– Concerns are addressed
Supervisors must be trained how to conduct stay interviews
– Not complaint sessions– Clear focus on purpose of meeting– Avoid “implied contract”
Stay Interviews (cont.)
Broaden employee’s awareness– What do you look forward to as you come to work each
day?– Which parts of your job are most enjoyable?– Which parts of your job are the most challenging?– What are you learning here and what else do you want to
learn?– How do you like the people you work with?
Narrow the Front Door to Close the Back Door
According to Bureau of Labor Statistics– The length of time an employee stays with a job
increases with their age when they began the job
Employee Referral Programs
3M Texas Instruments Fidelity Investments McDonnell Douglas
Reduced hiring cost 75-90%
Implement Employee Referral Program
Include taxes and gross up awards– $100.00 = $73.87
Match rewards to employee needs– Cash– Trips
Present awards publicly One big prize annually
Build Programs to Attract Older Workers
2012 – 20% of workforce age 55+ 60%-75% plan on working past retirement age
due to recession Beat back misconceptions
– National Council on Aging Reports 97% older workers reliable
AARP National Employer Team– www.aarp.org/money/work/articles/national_employer_team.html
Build a Realistic Job Preview Program
More than just a tour Working conditions Pay Benefits Succession planning Co-workers Use subject matter experts to build job description Schedule applicant to meet with high performance
employees
Probe for past resignation reasons– What drove you to look– Go for detail
Google professional candidates– 35% of executive candidates have been turned down
due to internet information – Look for high level accomplishments/memberships in
professional organizations
Narrow the Front Door to Close the Back Door
Traditional Thinking Progressive Thinking
We source all employees who meet our qualifications
We take extra effort to source older applicants because they stay longer
We pay good money for employee referrals
We market our employee referral program to meet employees needs
We give applicants a tour We have a formal job preview program
Encourage Employee Embeddedness (Is that a word?)
Provide mentors Design work in teams Foster team cohesiveness Encourage employee referrals Provide clear socialization and communication about the
company’s values and culture Provide financial incentives based on tenure Provide unique incentives that may not be common
elsewhere
Express Employment Professionals Wishes You Great Retention Success