Articles

How Much Are Worker Shortages Impacting Customer Service Today?

Worker Shortages Impacting Customer Service
It’s become common to complain about poor customer service, mutterings by those with clear memories of right-in-front-of-me employees who were eager to help. And those who mutter are right because a full 75% of American businesses have already turned away customers or cut operating hours because they can’t hire enough staff, making us wonder how much worse customer service can become.
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Who Drives Retention Success? Gallup Says Your Team Leaders

Team leader with happy employees
Gallup’s CEO, Jim Clifton, very purposefully used the phrase, “team leaders” in a subtitle of one of his books. Why do I agree this specific role is crucial? Because team leaders are in their employees’ faces every day, providing instruction, feedback, and building relationships. Jim knows team leaders’ impact employee retention, and so do we. When it comes to cutting employee turnover - team leaders are the front line for building trust.
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Without Immigrants, U.S. Working-Age Population Would Shrink

Immigrant worker
Those who have recently immigrated are working, as their workforce participation rate…the percent who hold jobs or are actively looking for jobs…is 67% compared to the overall US average of 62%. So as immigrants continue to strengthen our economy, we have far too much anti-immigration sentiment at our nation’s core, and those feelings must be addressed if we are to attract the best of the best to our country.
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The Room-Silencing Question at SHRM Las Vegas

Room-Silencing Question
At SHRM Talent Conference 2024 I asked the room this question: Who here has ever heard of one manager getting fired for a low employee engagement survey score? Please raise your hand if you can think of even just one. The only sound was the 400-plus attendees turning in their seats to see if anyone raised their hands. There were no hands up.
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Are You Hiring for a Calling or a Job? It Impacts Retention

Those who experience their work as a calling are most likely to feel a deep alignment between their vocation and who they are as a person. However, they are also most likely to act faster to leave than other employees when they have mistrust of management because they bring high degrees of expectations that escalates frustration quicker when stifled by a poor boss. What to do?
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