My clients (SMBs) keep telling me that employees don’t stay.

Correct, they don’t.

We know this. It is fact. And there is no indication that it is going to change. As such, I have pretty much reduced myself to begging business leaders to stop dwelling on the inevitable and start focusing on how to get the most out of their people while they have them.

Some suggestions;

Improve onboarding – the faster we get new people productive, the faster they will contribute towards the goals they were hired to achieve. Someone once told me projects don’t fail at the end, they fail at the beginning…meaning invest UP FRONT for best results at the end.

Management Development – effective managers develop strong teams. Strong teams deliver results. While employees don’t stay long they still want to learn, contribute and leave with accomplishments. Your managers are the ones who need to drive this. Make sure your managers are well equipped to be good at what they need to do. Most managers don’t want to manage and are not good at managing. Figure out how to get the most out of them too, including moving them to a different role if need be.

Build an alumni network – when employees leave, thank them for their contribution and welcome them to your company’s alumni network (CREATE ONE!). Invite them to your office 5-7s and other events, and see them as long-term ‘friends of the firm’. They will feel valued and will send good people they know your way…which will save you money on recruiting costs. Win/win.

Investing in your employees, regardless of how long they stay, will pay off. Add these costs in to your next budget and make it happen. Your customers will thank you and the results will make all your stakeholders smile.

 


A quote from a millennial who just left a Big 4, by choice, in a major NA city;

“Educated people will not work for these firms in the future. To work for them, people need to have no self esteem and a burning desire to please without having a stake in the bigger picture”.

OUCHHHHH!!!!!

A little taken aback by these words, I went to each of the Big 4 websites to see who is in charge. Shout out to Deloitte who seems to have the most diverse leadership team. KPMG’s website…well, I thought I hit the wrong site. Outdated and difficult to navigate. Why. It’s 2018. Honestly…

While young people may not stay long, they should not be speaking so poorly at what should be an A+ firm. They should be leaving saying they learned a lot, it was valuable and they would recommend it to others despite not being the place for them long term. That would be fine.

“Educated people will not work for these firms in the future” is just awful.

I have repeated this to several people and each one, without exception, has said that everyone knows this about these firms and that their current claim to fame is loosening the dress code policy.

Bravo, Big 4, Bravo!

What’s next, transparent billing practices?

Big 4, listen up; if smart, engaged employees are saying this about you, you know what’s coming next…or it may already be haunting you…your clients are going to question if you are the right firm for them.

Sounds like you need to act now.

Like…now….all hands on deck!

 

 


Disney creates a community and by extension a customer experience, like nothing I have ever seen before.

(Props, Disney, props)

 2018 is shrieking “COMMUNITY!”.  There are ongoing stories of people coming together through community, be it the Time’s Up movement, students mobilizing where adults have failed them or consumers gathering in retail environments that differ drastically from what we have seen in decades.

COMMUNITY.

Look around, you can’t miss it.

Businesses who have had a community mindset from inception as a means to provide the best customer experience are simply carrying on as usual, while others scramble to create it. Shout out to my personal favourite customer experience through outstanding community, Disney.

Love ’em or hate ’em, Disney creates a community experience that in my opinion, is second to none.

On a recent visit, I looked at it very carefully to try and capture the ‘what is it that they do so well?’ What makes millions of people go back time and time again, and thousands of people show up to the parks on a daily basis dressed in Disney ears, t-shirts, carrying Disney knapsacks, sporting Disney jewelry? Marketing?Maybe. But I see it as something much much bigger.

Disney creates community.

They do it so well, that people flock to it, be it in person at a park or wearing Mickey Mouse t-shirt to school, it is totally astounding how they are able to provide an experience that triggers such consistent emotion in their customers.

Everyone is welcome in the Disney community. It is chill, clean, really fun, has something for all ages and stages and they don’t veer from their core value of providing an exceptional experience. Whether you are watching a Disney movie on your TV, visiting a park or boarding a cruise ship, the experience they deliver is the same.

Imagine if all businesses looked at the customer through the same lens?  The ‘customer comes first’ nonsense that businesses proclaim could not be farther from the truth. Most businesses are simply incapable of pulling it off and are doing little to correct it.

It’s now or never for you, businesses…now or never!

Your customers are watching you and deciding where to spend their money.

What are you doing to make progress on the customer experience front?