The People Management Challenge

Back in January, three practice leaders from J.D. Power sat down to discuss the current battle for engaging and retaining great talent. With the attrition trend continuing, it is essential now more than ever before to understand the wants and needs of existing and new employees for your company's continued success.

The key to building and maintaining a great team is people management. Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power, and Co-Founder of 5th Talent International explains,

"Those companies who hire the right people, retain them, and help them thrive in a work-at-home model are going to have a massive advantage over the long term. Not only from a cost basis, because it's so expensive to hire and keep losing people, but also from a customer experience perspective.”

What is Causing My Employee Problem?

As we have seen, no sector is safe from The Great Resignation, and this is intensified by several factors:

• Reassessment of the worthwhile nature of our work
• Availability of other jobs and the newfound ease of switching employers
• Inability to get new hires in the door fast enough (and keep them)
• Understaffed operations causing those who remain to experience accelerated burnout, stress, and anxiety

Under these conditions, your team will fail to perform successfully without the resources they need to thrive. The stress and anxiety will continue to hurt morale and ultimately impact your relationship with consumers. It's not a coincidence that employee satisfaction is strongly linked to customer satisfaction

What Steps Can I Take?

1. Before taking any action, assess the quality of the employee experience. Find the quick wins.
2. Give managers and supervisors the training they need to work in the new and challenging environment.
3. Enable your organization to thrive with a remote work culture.

How can you do this?

Brian Kearney Explains:

 “Managers need to overcome the physical gap with their employees which was created by the work-at-home model. When an employee was in the office, they had in-person support with their manager, but also with co-workers, other leaders, and supporting departments. When employees work remotely their managers are the ‘face’ of the company and are the key to extending the culture remotely. Managers need to become more like a life coach to support the individual needs of their employees. When employees are supported and learn to thrive in a remote environment, they stay longer, perform better, and deliver outstanding customer experiences.”

Final Thoughts

Hiring and keeping the right talent may be a pressing issue in today's marketplace, however, it's not too late to act. If you're looking for help assessing your current employee satisfaction connect with our team to learn what additional steps, you can take to keep your employees satisfied and motivated to do even better work than before.