Episode 34 – The Local Small Business Coach Podcast
Today’s Topic: Q & A Help! I Keep Losing Employees
In today’s episode: We have question from a listener who is losing employees and wants to know how to figure out why and how to change it.
Welcome back to the Local Small Business Coach Podcast, I am your coach Tammy Adams.
Today we will wrap up our week of employee turnover episodes. Now you are probably wondering what sparked this theme week in the first place. Well, actually, it was a question that I received last week from Jesse. When I was thinking about how to respond, I realized that the subject was much deeper then the answer I would give to the questions, so why not make it a theme week so we could cover the other key things every small business owner should know.
If you haven’t had a chance yet, listen to episode 32 where we discussed 7 Reasons Your Turnover Might Be High and in episode 33 we discussed 4 Ways Turnover Costs You Thousands of Dollars a Year. The reason I did these prior to today’s question, was I felt that they would give you a little background into why I am answering the question the way I am. Not to mention why I feel this topic is so important.
So how about we jump right in? Jesse asks…
I’m hoping you can help me out. Over the past year I have had a hard time keeping employees. It seems that every time I hire someone they either quit or I end up firing them due to their poor attitude or the crappy way they do their job. This is getting frustrating and I’ve tried everything. Any thoughts on how I can fix this? Jesse
Hey Jesse, thanks for the question. Hopefully you have actually listened to those last two episodes and you’ve already been getting a few ideas but let’s dive in a little deeper shall we?
First, I can only imagine how frustrated you are. It is a pain in the kester to have to keep hiring people. Even though I have hired thousands of people through the years, I still hate the process. I hate having to take time away from other things I’m working on to sit through interview after interview. Especially when I usually know 5 minutes into the interview, that I’m not going to be hiring them.
But, I did learn early on that it was a necessary evil. Every time I hired someone for the wrong reasons, I always paid the price. So even while I hate it, I make sure to do it right so I don’t have to do it again soon.
But let me step back first.
If your employee turnover is as bad as you say it is, odds are you have a few areas you will want to take a look at. From the way you ask the question a few things come to mind immediately.
The first, was what we were just discussing. Are you just hiring anyone or are you putting the time in upfront to find the right people? What is your interviewing process looking like? Are you asking questions that matter? Are you having them tell you about past experiences vs just giving you an answer that sounds good? Are you asking questions about customer service?
Once you hire them, are you throwing them to the wolves or do you have a true onboarding process? Experience has shown that if we show that we don’t care about them in those first weeks, we have already set the tone with them that we won’t care about them later so why should they care about you?
Since you mentioned that they had that type of attitude, I think there might be opportunity in your onboarding.
However, there is another reason employees just don’t care. How are they treated day in and day out. Jesse, I don’t mean to come across harsh but I’m going to for a few minutes. You need to look in the mirror first. Why are these people not connecting to you and your mission? Just like we’ve talked about in prior episodes, when you respect your leader and you love working for them, you bend over backwards to make them proud. When you don’t have that respect for them, you just don’t give a crap.
How are you speaking to them? Are you listening to ideas and questions? Do you check in with them and ask how they are doing. Oh, and act like you mean it? Or do you just see them as a revolving door so why care about them?
I firmly believe that how you treat people is the #1 key to reducing your turnover.
Think about it. If you hire a great person and you don’t care about them, they will eventually not care. However, even a poor hire will bend over backwards to do well or at least as good as they can for someone they like and respect. Treating people well will actually offset a lot of other poor practices. So it is critical that you do a “self-check” first. You need to figure out how much of this turnover is coming from your employees “firing” you.
As part of this self-check, I want you also look at how you are doing with your accountability. Now, I’m not talking about your firing process. Sounds like you are letting people go as much as they are quitting. What I’m talking about is setting expectations and then giving them the tools to accomplish those expectations. When I would investigate problem turnover stores, I often found that while the store manager would tell me how they had no problem firing folks they rarely could tell me the process for communicating the job expectations and the vast majority of the time, they were poorly executing the mandatory training programs.
Jesse, I challenge you to revisit your processes and see if they are being executed correctly but both you and any shift leaders you might have.
Sometimes we have shift leaders or managers that we put in charge of this and just don’t follow up to ensure it is done correctly. So you will want to look at all avenues.
Now, for any of you that are struggling with high turnover, I would look at these 3 key areas we just discussed.
While there are many other things you can dive into, these three areas will address about 80% of your problem. Tackle these, and I think you will see huge improvement.
Later you can keep dialing it down deeper.
** For the full show notes click the link below!
Podcast Website: LocalSmallBusinessCoach.com
Leave your Message on the website with the Speak Pipe Button or just email me at Tammy@LocalSmallBusinessCoach.com
Episode Show Notes: Episode 34 - Local Small Business Coach Podcast
Our Training Materials for Local Small Business Owners: TrainingforLocalSmallBusinessOwners.com
Starting a Local Small Business Website: StartALocalSmallBusiness.com
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