It's a good idea to manage employee turnover to minimize HR and onboarding costs and maximize employee happiness, but self-proclaimed Customer Service Management Coach Flavio Martins believes it's also a critical piece in providing a quality customer experience. Preventing premature employee turnover can be a great way to ensure that your customers are receiving consistent results from experienced, knolwedgeable employees.
You may have noticed my use of the word "premature" employee turnover. Martins emphasizes the fact that you shouldn't expect your people to stay forever; some are going to stick around for just a few years, others for longer, but either way very few people in the workforce today are still hanging around the first job they ever worked, and you really shouldn't expect them to. With that said, you should expect people to stay in their positions for an average length of time, and there are ways you can encourage this to happen:
Hire the right people the first time.
This sounds pretty obvious, right? But the hiring process shouldn't be all about the resumes and the interviews; your hiring managers need to have a good idea of what the work will require, and find individuals with those characteristics. Your best customer service person is definitely going to be helpful and charismatic, but might not have the most relevant job history, and that's okay.
Empower employees to be involved in the customer experience.
People are more excited about and interested in things they've had a hand in creating. Value your employees' creative inputs, and let them know you're listening.
Reward great work.
Putting everyone on commission isn't necessarily the key here, but you do need to make sure that hard work is recognized. Offer catered breakfasts to high performing groups, give gift cards to team players - anything that makes your employees feel that they are being appropriately awarded for the effort they're putting forth.
As Jim Collins, author of Good to Great says,
"People are not your most important asset, the RIGHT people are."