EMPLOYEE RETENTION Paul Acosta Territory Supervisor
DEFINE EMPLOYEE RETENTION <ul><li>Keeping employees </li></ul><ul><li>Motivation to do better </li></ul><ul><li>Making sur...
MAJOR SHIFTS <ul><li>People don’t work only  </li></ul><ul><li>for money anymore </li></ul>
MAJOR SHIFTS <ul><li>Status Quo </li></ul><ul><li>Hygiene factors </li></ul><ul><li>Motivating factors </li></ul>
<ul><li>Sense of accomplishment </li></ul><ul><li>Some personal recognition </li></ul><ul><li>“ Can do” teamwork  environm...
<ul><li>Interesting work </li></ul><ul><li>Flexibility </li></ul><ul><li>Feeling valued </li></ul>WHAT THEY’RE  LOOKING FOR
4. Having training 5. Advancement  opportunities WHAT THEY’RE  LOOKING FOR
<ul><li>Recognition </li></ul><ul><li>Communication </li></ul><ul><li>Empowerment </li></ul><ul><li>Leadership </li></ul>H...
<ul><li>Public + private praise </li></ul><ul><li>Goal is to encourage  behaviors that build your  store </li></ul><ul><li...
<ul><li>The best managers  LISTEN </li></ul><ul><li>They make it easy for  employees to be open and  share problems </li><...
<ul><li>Allows for better decisions </li></ul><ul><li>Separate time EACH day </li></ul><ul><li>Make schedule according  to...
<ul><li>Don’t criticize mistakes;  celebrate honest mistakes </li></ul><ul><li>Writeups are learning  tools –  NOT  meant ...
<ul><li>Too much criticism  pushes people to stop  making good decisions </li></ul><ul><li>Intimidation ≠ Motivation </li>...
<ul><li>INTEGRITY </li></ul><ul><li>TRUST </li></ul><ul><li>RESPECT </li></ul><ul><li>FAIRNESS </li></ul><ul><li>VISION </...
<ul><li>OPTIMISM </li></ul><ul><li>DECISIVE </li></ul><ul><li>EXAMPLE </li></ul><ul><li>TEAMWORK </li></ul><ul><li>AUTHORI...
BUT DON’T FORGET: THE FUN FACTOR!
MAGIC
<ul><li>Reliability </li></ul><ul><li>Enthusiasm </li></ul><ul><li>Cooperation </li></ul><ul><li>Interest </li></ul><ul><l...
<ul><li>For every customer that complains,  26  others  remained silent </li></ul>DID YOU KNOW?
<ul><li>The average “wronged”  customer will tell  8-16   people about the incident </li></ul>DID YOU KNOW?
<ul><li>91%  of unhappy  customers will never  purchase services from  that provider again </li></ul>DID YOU KNOW?
<ul><li>It costs  7-9  times as much  to attract a new customer  than to keep an old one </li></ul>DID YOU KNOW?
<ul><li>For every customer that complains,  26  others  remained silent </li></ul>DID YOU KNOW?
<ul><li>Each one of your customers  has a circle of influence of  250  people (also known as  potential customers) who  he...
IT ALL STARTS ON THE FIRST DAY! <ul><li>First ½ hour    focus on  your new employee! </li></ul>
IT ALL STARTS ON THE FIRST DAY! <ul><li>Talk to them  BEFORE   they go home! Reassure  that you’re a very open  manager </...
IT ALL STARTS ON THE FIRST DAY! <ul><li>Before they leave for  their weekend”,  get close! </li></ul>
IT ALL STARTS ON THE FIRST DAY! <ul><li>Share the experience of  their first paycheck… let  them  know he/she  earned” it!...
IT ALL STARTS ON THE FIRST DAY! <ul><li>THEY REMEMBER!   Write down when he/she  started working with you  and keep up wit...
<ul><li>IDEAS </li></ul>
DON’T FORGET… Employees don’t leave  companies…  they leave  managers.
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Employee Retention

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PPT Presentation given to convenience store managers on January 30th 2008

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Employee Retention

  1. 1. EMPLOYEE RETENTION Paul Acosta Territory Supervisor
  2. 2. DEFINE EMPLOYEE RETENTION <ul><li>Keeping employees </li></ul><ul><li>Motivation to do better </li></ul><ul><li>Making sure I don’t have to come to work </li></ul>
  3. 3. MAJOR SHIFTS <ul><li>People don’t work only </li></ul><ul><li>for money anymore </li></ul>
  4. 4. MAJOR SHIFTS <ul><li>Status Quo </li></ul><ul><li>Hygiene factors </li></ul><ul><li>Motivating factors </li></ul>
  5. 5. <ul><li>Sense of accomplishment </li></ul><ul><li>Some personal recognition </li></ul><ul><li>“ Can do” teamwork environment </li></ul>WHAT THEY’RE LOOKING FOR
  6. 6. <ul><li>Interesting work </li></ul><ul><li>Flexibility </li></ul><ul><li>Feeling valued </li></ul>WHAT THEY’RE LOOKING FOR
  7. 7. 4. Having training 5. Advancement opportunities WHAT THEY’RE LOOKING FOR
  8. 8. <ul><li>Recognition </li></ul><ul><li>Communication </li></ul><ul><li>Empowerment </li></ul><ul><li>Leadership </li></ul>HOW CAN I DO IT?
  9. 9. <ul><li>Public + private praise </li></ul><ul><li>Goal is to encourage behaviors that build your store </li></ul><ul><li>Ideas? </li></ul>RECOGNITION
  10. 10. <ul><li>The best managers LISTEN </li></ul><ul><li>They make it easy for employees to be open and share problems </li></ul>COMMUNICATION
  11. 11. <ul><li>Allows for better decisions </li></ul><ul><li>Separate time EACH day </li></ul><ul><li>Make schedule according to store payroll </li></ul>COMMUNICATION
  12. 12. <ul><li>Don’t criticize mistakes; celebrate honest mistakes </li></ul><ul><li>Writeups are learning tools – NOT meant for punishing </li></ul>EMPOWERMENT
  13. 13. <ul><li>Too much criticism pushes people to stop making good decisions </li></ul><ul><li>Intimidation ≠ Motivation </li></ul><ul><li>What about you? </li></ul>EMPOWERMENT
  14. 14. <ul><li>INTEGRITY </li></ul><ul><li>TRUST </li></ul><ul><li>RESPECT </li></ul><ul><li>FAIRNESS </li></ul><ul><li>VISION </li></ul>LEADERSHIP
  15. 15. <ul><li>OPTIMISM </li></ul><ul><li>DECISIVE </li></ul><ul><li>EXAMPLE </li></ul><ul><li>TEAMWORK </li></ul><ul><li>AUTHORITY </li></ul>LEADERSHIP
  16. 16. BUT DON’T FORGET: THE FUN FACTOR!
  17. 17. MAGIC
  18. 18. <ul><li>Reliability </li></ul><ul><li>Enthusiasm </li></ul><ul><li>Cooperation </li></ul><ul><li>Interest </li></ul><ul><li>Perfect customer service </li></ul>WHAT YOU GET
  19. 19. <ul><li>For every customer that complains, 26 others remained silent </li></ul>DID YOU KNOW?
  20. 20. <ul><li>The average “wronged” customer will tell 8-16 people about the incident </li></ul>DID YOU KNOW?
  21. 21. <ul><li>91% of unhappy customers will never purchase services from that provider again </li></ul>DID YOU KNOW?
  22. 22. <ul><li>It costs 7-9 times as much to attract a new customer than to keep an old one </li></ul>DID YOU KNOW?
  23. 23. <ul><li>For every customer that complains, 26 others remained silent </li></ul>DID YOU KNOW?
  24. 24. <ul><li>Each one of your customers has a circle of influence of 250 people (also known as potential customers) who hear about the level of service at your store </li></ul>DID YOU KNOW?
  25. 25. IT ALL STARTS ON THE FIRST DAY! <ul><li>First ½ hour  focus on your new employee! </li></ul>
  26. 26. IT ALL STARTS ON THE FIRST DAY! <ul><li>Talk to them BEFORE they go home! Reassure that you’re a very open manager </li></ul>
  27. 27. IT ALL STARTS ON THE FIRST DAY! <ul><li>Before they leave for their weekend”, get close! </li></ul>
  28. 28. IT ALL STARTS ON THE FIRST DAY! <ul><li>Share the experience of their first paycheck… let them know he/she earned” it! </li></ul>
  29. 29. IT ALL STARTS ON THE FIRST DAY! <ul><li>THEY REMEMBER! Write down when he/she started working with you and keep up with it! </li></ul>
  30. 30. <ul><li>IDEAS </li></ul>
  31. 31. DON’T FORGET… Employees don’t leave companies… they leave managers.

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