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Keeping People | The FRONT | Mike Phillips / Leadership / Retention / Podcast
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Let's talk about KEEPING PEOPLE, and employee retention!
I have been in management and leadership roles in excess of 25 years now. Owned businesses, managed businesses, coached sports at a high level, and now having been in automotive management for roughly 15 years. I’ve found that our people, our employees, really want some key things when it comes to retention. Having them stick around for the long haul, will increase your chances for your business to win!
Let’s talk about currently, this isn’t past data. I’ve worked in an automotive call center fairly exclusively for seven years. And currently, the average tenure of the employee within our call center is between four and five years. So if you know anything about either automotive, or call centers those are both very high stress, high expectation for results, and high turnover areas.
Throughout the studies of some psychology, management and leadership across medium’s from podcasts and online videos, training courses, seminars, and just the study of people; I feel this has given me some good insight and information to what employees want when it comes to their employers.
So today, I’ll share three things about what I feel are the top most important things that lead to people staying with an employer. These will retain people, will allow your business to grow and flourish. This isn’t necessarily from a leaders perspective, in fact, it’s probably more from a front line person or an employee’s perspective. And, if you do these things, it will allow you to keep your people!
Here we go:
1. Care about them – I said this in a previous episode (Love & Leadership – The FRONT #65). You must care about them as a person, care about their aspirations and hope and dreams. Care about what they view and measure as success. You have to listen.
2. Be out front – This is at the core what this show is about. Cutting a path so that others are able to follow easier than how you had it. Having some level of fearlessness to get in front of your people, accept responsibility, plan, strategize and cast vision so that people WILL follow you. You’ve likely heard the term of endearment “Our Fearless Leader” – I think there is some level of truth to that. People want someone that is strong, but still humble to lead the way. Confidence, not arrogance
3. Teach them and help them grow – The key is to accelerate them and make them the best that THEY can be. No one wants to feel that they in the same place, emotionally, skillset-wise, or financially, a year from now. When people feel like they are not growing, they leave. I’ve read about it, heard of it, and heck,
...
https://www.youtube.com/watch?v=osvVdiGkjdg
http://www.LeadTheTeam.net
▶️ PLEASE SUBSCRIBE - https://goo.gl/TpmJtj
Let's talk about KEEPING PEOPLE, and employee retention!
I have been in management and leadership roles in excess of 25 years now. Owned businesses, managed businesses, coached sports at a high level, and now having been in automotive management for roughly 15 years. I’ve found that our people, our employees, really want some key things when it comes to retention. Having them stick around for the long haul, will increase your chances for your business to win!
Let’s talk about currently, this isn’t past data. I’ve worked in an automotive call center fairly exclusively for seven years. And currently, the average tenure of the employee within our call center is between four and five years. So if you know anything about either automotive, or call centers those are both very high stress, high expectation for results, and high turnover areas.
Throughout the studies of some psychology, management and leadership across medium’s from podcasts and online videos, training courses, seminars, and just the study of people; I feel this has given me some good insight and information to what employees want when it comes to their employers.
So today, I’ll share three things about what I feel are the top most important things that lead to people staying with an employer. These will retain people, will allow your business to grow and flourish. This isn’t necessarily from a leaders perspective, in fact, it’s probably more from a front line person or an employee’s perspective. And, if you do these things, it will allow you to keep your people!
Here we go:
1. Care about them – I said this in a previous episode (Love & Leadership – The FRONT #65). You must care about them as a person, care about their aspirations and hope and dreams. Care about what they view and measure as success. You have to listen.
2. Be out front – This is at the core what this show is about. Cutting a path so that others are able to follow easier than how you had it. Having some level of fearlessness to get in front of your people, accept responsibility, plan, strategize and cast vision so that people WILL follow you. You’ve likely heard the term of endearment “Our Fearless Leader” – I think there is some level of truth to that. People want someone that is strong, but still humble to lead the way. Confidence, not arrogance
3. Teach them and help them grow – The key is to accelerate them and make them the best that THEY can be. No one wants to feel that they in the same place, emotionally, skillset-wise, or financially, a year from now. When people feel like they are not growing, they leave. I’ve read about it, heard of it, and heck,
...
https://www.youtube.com/watch?v=osvVdiGkjdg
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*** NOTE - Yes, the is a re-edited video and re-post of my original Facebook Live Challenge Day 24. (This can be viewed at the link here.) I wanted to add it as an audio podcast as well, and a little refresh and reboot never hurts! So thank you for checking it out this week! ***
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It's so important to stay receptive, listen and be willing to learn.
Here are a few points on continued growth and learning.
• People who learn more, tend to earn more.
• Through adult learning, people are often more open minded and more socially connected, more involved in their communities and more likely to be active. Active both physically and mentally!
• People who are willing to continually grow tend to invest more into other people and more often into other people (mentoring).
• Continued growth and learning seems to contribute to higher self-confidence. The more you know, the more willing you are to stretch and the stronger willed you are. (This can be both good and bad!)
• Along with higher self-confidence comes self-resiliency. So, when things don’t go your way, you pick yourself up, dust yourself off, and try again, or keep going!
READ!
One of the best ways to learn and grow… I RECOMMEND READING! You can learn from all kind of books, watch YouTube, “Google it,” or seek out a mentor. Read the Bible today. There are so many great lessons in the Bible. If you are very familiar, then seek out a new Bible plan, and read through it in a different order or method. It may expand your understanding!
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I hope that you keep up with the website, social media, and me, Mike Phillips, making the magic happen online.
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Digital Marketing & Business Development Executive ★ Sales Trainer ★ Minister ★ Blogger ★ Podcast Host ★ Mind Ninja
I enjoy public speaking on motivation, goal setting, and sales training. Getting others pumped and fired up. I love any area involving personal development and being able to grow and push others to the top of their game.
My areas of expertise in business include: Sales Training, Motivational Training, Leadership Training, Social Media Marketing, Individual Negotiation, Finance, Lender and Loan Negotiation, Business Management Consulting, Blogging, Podcasting, Digital Video (YouTube), Contract Law.
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Thank you for watching ❤
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I hope that you keep up with website, social media, and me, Mike Phillips, making the magic happen online.
► Subscribe to My Channel Here - http://www.youtube.com/c/LeadTheTeamTV?sub_confirmation=1
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Digital Marketing & Business Development Executive ★ Sales Trainer ★ Minister ★ Blogger ★ Podcast Host ★ Mind Ninja
I enjoy public speaking on motivation, goal setting, and sales training. Getting others pumped and fired up. I love any area involving personal development and being able to grow and push others to the top of their game.
My areas of expertise in business include: Sales Training, Motivational Training, Leadership Training, Social Media Marketing, Individual Negotiation, Finance, Lender and Loan Negotiation, Business Management Consulting, Blogging, Podcasting, Digital Video (YouTube), Contract Law.
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Follow Me Online Here:
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How do you handle it when things don’t go right?
If you are a manager or leader – YOU MUST OWN the situation.
Owning anything is defined as belonging to oneself. And also accepting responsibility, being accountable in situations.
When it comes to customers you have an opportunity to win or lose big. Especially in the current connected economy.
I had a less than pleasurable experience at a hotel in Denver over the weekend. The way that the hotel management handled the situation was excellent. So when everything was finished, I left feeling like me and my family were important, valued and listened to.
As a leader, you MUST accept any and all responsibility. For your business, for the staff – When things go right, it is a team effort and the reward should be spread. The best leaders know, that when things go sideways, it’s their fault – and therefore their job to find a solution. When you do – it shows confidence, caring and reinforces strong leadership.
So let’s talk about some steps to own and rectify situations when they don’t go as planned.
Step 1. Listen to understand - the customers, or other persons, point of view; you are not just listening to respond.
Step 2. Reassurance that things will be taken care of. If you have truly listened at the onset – you should be able to offer what a potential solution is to the situation.
Step 3. Appreciation. Thank the person for taking the time to communicate with you.
Step 4. Apology. When it is necessary, if you, your organization, a person in your business, whatever, has messed up. Then ultimately, it’s YOU. Apologize. A genuine, “I’m sorry” still carries weight. It’s not always about someone getting perks, or free stuff, people just want to know that you are genuine, and they want to be heard.
Step 5. Follow through. Do what you say you will. If you are committing to additional training, reprimand, whatever it is. Follow through – otherwise, your organization will NEVER change.
Step 6. Follow up. (This may be optional, depending on the situation.) Call back, meet in person, whatever level you think necessary to speak again to the customer, or the person that felt wronged in the first place. Make sure that they feel good about the outcome and taken care of!
So I tell you this today – OWN TODAY! Accept the responsibility! You got this!
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Powerful, powerful statement here. Be somebody worth following.
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