Employee Retention

Posted by Poppy Behrens on May 1, 2018 12:00:00 AM

How To Keep Your “A” Players

It’s a nightmare scenario for any business: A star employee suddenly decides to jump ship for the competition. Out the door goes years of experience, in-depth knowledge of sales, and marketing plans.

Longer range, the ghosting of a top performing employee averts any plans for grooming that person for a leadership role. “When you lose your best employees, you lose not only their skills but also their leadership potential,” says David Dye, president of Let’s Grow Leaders, a management consulting firm in Washington, D.C.

Tight market

Expect more star employees to seek greener pastures in the months ahead, and fewer quality replacement prospects. With the nation’s unemployment level hovering just over the four percent level, most economists believe the labor market has reached a condition of full employment. As top-quality talent grows scarce, other employers in your region will try harder than ever to lure away your best people.

“When demand for personnel is high and supply is low, people have more choices for where to work,” says Dye. “Employers have greater difficulty retaining the best performers, and the value rises for those individuals’ work skills.” In rural areas especially, where employers reside far from large cities with concentrated pools of talent, quality employees come at a premium.

How about your own self-storage business? Do you think your top performers will hesitate to jump ship? Maybe so, but the fact remains that people who perform the best in the workplace tend to suffer the most from wandering eyes.

A survey by SAP and Oxford Economics, published in The Harvard Business Review (“What High Performers Want at Work,” by Karie Willyerd) found less than half of high performers satisfied with their current duties. One in five is likely to seek a greener pasture in the next six months. “Top performers are often less than content with their jobs,” says Avdoian. “Many want to further their careers by moving on to more promising positions.” And higher salaries paid by a competitor are also a factor.

Spot The stars

So how do you keep your own best people from jumping ship? The first step is to make sure you focus on the brightest stars. Avdoian suggests looking at your employment pool as a complex of three classes of workers on an escalating scale of value: slackers, foundationals, and high achievers. Slackers are easy to spot: They do the bare minimum to collect their paychecks. Foundational employees, in contrast, perform their duties in a conscientious and dependable manner, serving as reliable anchors to your business. The final category consists of people who outperform the norm. “High achievers are driven go-getters,” says Avdoian. “They are your most productive employees.” These individuals can deliver up to 400 percent more productivity to a workplace than other employees, according to the HBR report.

With this short list in hand, make sure you give your best people the specific things they need to keep them on board. What do they want more than anything else? The answer is probably not surprising. The HBR report found that top performers care significantly more than average or low-performing ones about competitive compensation. You must offer them a salary commensurate with their skills and at least equal to what other employers in your region provide.

Pay For Performance

High performers also care more than their slacker or foundational coworkers about the ability to earn bonus pay based on performance. “The opportunity to make more money through their achievements is an incentive for your top performers to stick around,” says Donna Cutting, CEO of Red Carpet Learning Systems in Asheville, N.C. Top sales people, for example, will expect additional compensation when they outperform their peers. The goal is to create a win-win situation for employer and worker: Fixed compensation costs remain low while employees have the chance to earn more when they excel.

Besides its direct financial component, such pay serves to highlight the connection between employee actions and organizational success. “It’s important that people understand their overall part in the success of a business,” says Cutting. “Performance-based pay does that.” At some companies, performance compensation represents 20 percent or more of take home pay.

Valuable as it is as a retention tool, performance-based pay carries the hazard of unwittingly rewarding the wrong behavior. “You need to be careful that the performance objectives you set are in alignment with your business values,” warns Cutting. She points to the recent experience at Wells Fargo, a bank that rewarded its employees for burdening customers with unwanted accounts, as a textbook illustration of a performance-based pay scheme gone bad. “You have to make sure the objectives you set are not just based on sales or revenue but also on the way customers and colleagues are treated.”

The sales person who is making a great number of sales may also have a rushed, impatient manner that irritates your customers. Gear your bonus plan to reward employees for quality service. Use the telephone, a mailed survey, or the internet to assess customer satisfaction.

On the other side of that coin, performance-based pay won’t work if employees are unclear about how their actions directly contribute to the organization’s bottom line, or lack sufficient know-how to perform to their maximum potential. “You need to make sure employees have a sufficient measure of control over meeting the described objectives,” says Cutting. “And they must be given the proper tools to do so.”

Include Everyone

One more hazard for performance-based pay: Employees left out of the program may resent their inability to earn bonus compensation. That’s why it’s important to include everyone, even those for whom it’s difficult to measure quantifiable workplace results.

“For people who are solely responsible for their work, and where their activities can be readily quantified, pay for performance plans are more straightforward,” says Dye. That’s why many organizations begin by measuring easily measurable achievements such as higher revenues by sales people, accident reductions by security personnel, and glowing customer reports for service representatives.

Designing an effective program is more difficult for some members of the support staff who do not perform in quantifiable ways. However, it is possible. “You can make pay for performance work for receptionists, housekeepers, or any kind of support staff, as long as they are given the necessary tools by management,” says Cutting.

The biggest challenge is finding a way to measure support staff performance that is fair and reasonable. One approach is to ask, “What is this person’s job and how well are they doing it?” Perhaps a receptionist answers the phone before three rings or greets customers in a cheerful and professional way. If you ask employees how they measure their own performance, you may hear good ideas that can be translated into a quantifiable system.

Assure success by continually expanding your plan’s scope. Include more people and develop more refined performance assessment parameters while soliciting feedback from participants.

Healthy Environment

Vital as it is, performance pay is not the only tool for retaining top employees. You also need to cultivate a respectful and supportive work environment. “It’s important that people understand what the business wants, and that they feel valued when they meet the employer’s expectations,” says Cutting. “The ability to contribute and to feel involved with the success of the organization can be its own motivation.”

Here are some additional factors that keep your best people aboard:

*Autonomy. “High performers do not like to be micro managed,” says Christina Eanes, a workforce management consultant in Alexandria, Va. “They want the freedom to do their job in a creative way, along with the requisite responsibility and authority.” That serves the organization well. “Innovation happens when smart people find new and better ways to get their jobs done.”

*Frequent feedback. Top performers want to know where they stand and want feedback more than once a year. A negative December surprise, especially if it affects bonus pay, may well send them packing. The HBR report highlights the importance of monthly performance reviews.

*Advancement pathways. Top performers expect the employer to help them advance in their fields.  “You need to create a culture where people want to work with you because of what they are going to learn; and have a real clear-cut career ladder, so they see how they can move up,” says Cutting.

Sometimes clearing a path for advancement is easier said than done. In a perfect world a business would have enough open management positions to accommodate every deserving person. Reality is often much different. What can you do? “You need to create a growth path for top performing people that keeps them feeling challenged even though they are not advanced into management positions,” says Dye.

One solution is to feed the craving of top performers for new skills. “High achievers have an insatiable need for self-development,” says Eanes. “They have an ingrained need to develop themselves, so the more opportunities you can provide them to learn, the more loyal they will be.”

Those opportunities can be offered by thinking laterally. “Not every top performer expects that advancement means a higher-level position,” says Eanes. “Millennials, especially, often prefer to move laterally because it provides them with more learning opportunities and more challenges.” A high performing individual in sales, for example, might welcome a move to an adjacent position in human resources with the chance to learn a new set of marketable skills.

Tailor Your Offer

Because not all top performers have the same motivations, you need to consult with each of them to better understand specific needs. “I suggest designing what I call an Individual Development Plan (IDP) with each person,” says Eanes. “Determine the next logical level of knowledge and expertise and what can you do to help them achieve it.”

An IDP might include a planned pathway to advancement, or the acquisition of new skills. One individual might take on responsibility for larger projects. A second might share their knowledge by training other people. A third might cross train in areas outside of their core competency. Think of these as “expertise promotions”.

These work environment modifications, combined with a robust pay for performance plan, should go a long way toward keeping your best people from jumping ship. Monitor how well you are doing by asking your staff for feedback, and observe how employees perform: Are they acting in more motivated ways and paying closer attention to things really important?

Creating a program to retain your top people takes time and effort. The payoff, though, can be considerable, while letting things slide is unacceptable. “Businesses which fail to retain their best people will be stuck with a majority of their employees being slackers and overtaxing the foundational employees whom they rely on for productivity,” says Avdoian. “And that will lead to a decline in employee morale, which will in turn impact productivity and devastate profitability.”

New York-based freelancer Phillip M. Perry negotiates win-win deals with his clients everywhere.