In the article “Finding Staff to Complement Your Business”, it is thoroughly explained why finding good staffs is very essential. But how about retaining them? Why have the hassles in having them stay on the job? Let us then see what a staff turnover can affect. These are: Revenue, Productivity, Long term Viability and Customer Satisfaction.
1. REVENUE
Having less number of people in staff means less sales volume so it is very important to have a fixed number of employees. Thus there should be immediate replacement for any staff vacancy. Such vacancies will result to technical work delays, lack in collected information, unattended customer calls and a not well-supported sales. These will all cause a instant decrease in revenue and it may continue if the problem is not attended right away.
2. PRODUCTIVITY
Obviously, a decrease in the number of workers results to increase in the load for each of them. It also means additional work that they may not be specialized or even accustomed into. For example, if a receptionist suddenly quit, a staff member must cover up the job and he may pay less attention to the work he was originally assigned to. He is going to do the task he feels is more important but then neglect the other, less important but vital as well. If he is conscientious and has a sense of duty, he’ll finish both of the jobs. But apparently this is not the common case. Usually some of the jobs are left undone or not done well.
In case the staff left includes some that have a sense of duty. They would want the job done well. Given extra load, they would do their best to compensate and try having all of the tasks left done completely. But with a vacant position for long, this is quite impossible. Then, the pressure will continually build up for this kind of workers and they are the one who gets to be more depressed and angry. Having left the problem unsolved, they will soon walk out and left the business at a more difficult situation.
3. LONG TERM VIABILITY
Customer loyalty is very crucial in any business. If you want to stay in the business for long, you must find ways in building a long-term connection with the customers. If they leave or suddenly do not patronize you for other companies, your business will soon die. Then you must do everything to maintain the loyalty of your customers, and it involves maintaining the high quality of your products and services. And it boils down into maintaining a good staff to have the job done well.
4. CUSTOMER SATISFACTION
Customers nowadays are very well aware of the quality of the products and services they avail. Tight competition among companies has produced higher quality products and a vast selection to choose from. Most American companies have then increased their service levels compared to what they do several decades ago. It means that to stay in the business you have to keep up with the competition and with the customer expectations.
But when you have a staff turnover, things get much more difficult than they already are. Losing employees needs replacement and having new and untrained staff will just make the things worse. Training them takes a while and you cannot afford to lose so much time because it means profit loss. During the training process, customer problems may arise due to mistakes of the new staff. They are then needed to be resolved and it requires knowledge of the business. It means involving the older staff and it may add to their discouragement their lowering morale. Customer satisfaction is damaged by the continuing mistakes committed by the untrained employees.
HOW TO KEEP A GOOD STAFF
1. Any turnover from staff must be prevented and this can be done by having regular meetings with them. Constantly have a connection with your staff and discuss what’s going to make the job easier and how to improve the services offered. Get their opinions on how things must be done. Listen to their ideas and accept those that are feasible. Be honest. If you think that the idea is not practical or will barely workout, tell them. Implement as many suggestions as you can possibly do. When the employees feel that they have a say in the business and that their ideas are being listened to, they will feel better. They will then be happy to stay and work harder.
2. Keep a set of interview questions for any of the positions you have in the business. It will be very helpful in case any of the position is left vacant. Immediate replacement will prevent further problems of the company regarding productivity, revenue, viability and customer satisfaction.
ASSESSMENT OF YOUR STAFF PERFORMANCE WITHOUT HAVING TO FILL UP FORMS
1. Performance over Politeness
Some performance appraisal systems require managers to rate the work and then comment on things that may have nothing to do with the performance. This includes demeanour, cooperation, presentation attitude, initiative and other things. Your performance appraisal must focus mainly on the performance of the workers.
2. Performance and Behaviour
Performance is what a person leaves behind; behaviour is what he takes with him. Managers often prioritize behaviour over performance. In this case, good behaviour overcomes poor performance. Consequently, poor behaviour overrules good performance.
3. Clear Performance Standards
You must clearly lay down your performance standards in able to rate the performance. Tell your employees of what you exactly want so that you can objectively measure how they stand to your expectations.
4. Meeting your expectations
Always expect the best. But you must be very articulate with the meaning of your “best” and how you will measure it. Create systems that will enable them to give that “best” that you mean so that it will be clear to them what you actually want.
5. Appraisal Daily
It is recommended to measure employee performance at least several times a week, if not daily. This will not be a hassle if there is clear and definite performance standards. If you have been precise in your standards, employees can assess themselves before you do.
6. Stay Prepared and Informed
Clear performance standards and good systems are the pillars of exceptional staff performance. Having them at hand, a performance appraisal will not be vey difficult. Be prepared to have a formal interview with an employee because it will be frequent.
CONCLUSION
Successful performance appraisal need not be through filling forms. In fact, completing such forms may actually obstruct successful assessments. Daily performance appraisal is very helpful. Expect for the best for you to get it.
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