Great Service Requires Retention of Smart Employees

Look up the word “employee retention” in the really big dictionary and Beverly Kaye’s name has to be one of the definitions.  She has been a powerful spokesperson for the crucial stance that the way employees are treated determines whether or not you get to keep them in your employ.  Now, she has written a brand new book (with co-author Julie Giulioni) called Help Them Grow or Watch Them Go (SF: Berrett-Koehler Publishing).  Here is one of many reasons to buy this great, new book.

If you ask today’s customers what most frustrates them about customer service, one of their most frequent answers is this:  “Service providers, in their efforts to cut costs, have dramatically reduced the size of the service-delivering workforce.  As if that is not frustrating enough, the employees typically left behind are the less expensive ones with the least knowledge and expertise. And, too many employers are unwilling to invest in the employees left behind.”

We all know of friends who have graduate degrees with many years of experience being laid off and replaced with someone right out of high school or college.  It is a short-sighted vicious cycle that robs the customer of a great experience, the company of repeat business, and employees of a chance to realize their true potential.  Employees burn out from the stress.  They cope by becoming either a human robot just getting through the day or a spirit leech taking anger out on all they encounter—including customers.  One of the antidotes to employee burnout from working in a “do more with less” setting is enrichment and growth.

Now there is a book for leaders who has little time and fewer resources to grow overworked employees.  Help Them Grow or Watch Them Go provides powerful tools that use the everyday, on-the-job conversations as an efficient and effective vehicle for career development.  It is a tool for the times—providing pragmatic advice for pressured atmospheres.  Even if you are one of the lucky few flush with great talent, this book will arm you with new perspectives on how employee growth fuels organizational growth.

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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