Do this to keep workers — and keep your doors open (I want my coffee!)
Work. That four-letter word that nearly all of us seem to despise at one time or another, and lately it seems many have decided to just stop working. In fact, I went to my local coffee shop yesterday — and today — only to find out they were “closed due to lack of personnel.” Yikes!
Why is that happening? Why are people tired of the “daily grind,” the 8 to 5, the salt mines, the “dog-eat-dog world”? (I had a friend who, when asked how it was going, would say, “It’s a dog-eat-dog world and I happen to be wearing milk bone underwear.” Hmmm…)
Why are businesses literally closing for lack of workers? Why has customer service become a lost art? And why in particular has the restaurant industry fallen apart?
Where have all the workers gone?
I believe I know at least part of the story. People are tired of being used and abused, of being paid little while doing a lot, and they are weary of being unrecognized and underappreciated. I’ve heard from several former restaurant workers and retail workers, and without exception, they stated they felt “it just didn’t matter to my boss whether I was there or not.”
They literally gave up. They walked away. Some are going back to school, some moved home with their family, some are “squeaking by” until they can find a different career, and in particular, a different workplace.
It’s bad enough working for low pay and working in difficult conditions. (I’ve also heard over and over again that people aren’t tipping like they once did. Is that due to economics, or just attitude?) But dealing with angry people? That’s the last straw.
Let’s face it, we live in an angry society today. (This is not political, it’s factual.) People have short fuses and bad tempers, people want instant everything (particularly service), and everyone is in a hurry. Being a worker on the front lines (food service, personal care, medicine, you name it, almost every customer-facing job) means getting abuse from people, bearing the brunt of anger when the situation is beyond your control, being asked to make decisions you are not authorized to make.
All of these situations make these employees feel like it’s just not worth it anymore. The agony is no longer bearable or worthwhile compared to the reward. In fact, it’s truly difficult to see a “means to an end” when you are struggling financially, personally, and psychologically. It’s just not worth it, and I cannot blame many for walking away.
So how do we stem this tide of loss?
Build a rewarding culture
The reward is not always completely financial. Often (yes, we’ve been through this before) the reward is “intangible.” It’s a pat on the back, a moment of recognition in front of peers, a recognition from management for a job well done.
It can even be the authorization for more authority to make decisions or special recognition in the form of something tangible — a raise, a new title, a promotion, a bonus, or a reward.
When I took over as the head of a large sales organization, I asked all the managers what had been done in the past to recognize employees. The answer was “cash.” Everyone loves cash. Cash bonuses, cash rewards, cash incentives.
But, when I spoke to the actual front-line salespeople, they were bored with getting cash. They spent cash on “my kids’ braces,” “on a new fence,” “on a new water heater,” “on repairing the car” — all things that were soon forgotten.
So, we set out on a different course. We included cash, of course. (Hey, they have to buy a water heater somehow). But we rewarded entire families. We awarded free trips to resorts and theme parks for the entire family. We gave out weekend getaways to families/couples/individuals who earned these rewards.
We gave the top salespeople nicer company cars to drive (MUCH nicer, mind you) and offered options of obtaining luxury goods, donating to college funds, etc. After three years, the salespeople told us they felt recognized and they REMEMBERED these rewards — much more than remembering that cash bonus.
Think beyond the bills
What’s the concept, here? It’s about more than the money. It was true recognition of results, activity, and achievement. Now, sure, every system has its flaws. (If you ever come up with a perfect sales commission plan, please let me know), but the overall effect was to boost morale and increase the desire to come to work and achieve results.
And, it worked! The entire family felt involved in the job, the salespeople felt supported and recognized, and the company definitely achieved tremendous results.
But today, society seems to have drifted away from all that. I’ve had many tell me they blame it on social media, on the pandemic, on remote working. They blame it on a lot of the reasons that have been obvious over the past few years.
No doubt the global pandemic has had a negative effect on the workplace. Heck, in a lot of places, there isn’t a workplace anymore (and frankly, there may or may not be a need to have one). It’s painfully obvious the emergence of anonymous (or semi-anonymous) social media efforts has made for an appearance of a cruel, cold, untruthful societal norm.
Whether that is a true cause or not, I will leave it to the experts. Whatever the reason for being uncivil and treating employees poorly, one thing is obvious. People are no longer willing to work under those conditions.
And who can blame them? Who wants to have abuse heaped on them in situations they cannot control? Who is willing to accept the direction of a supervisor who isn’t willing to do or understand the job themselves?
Working for low pay is one thing, but to be stuck in poor conditions, bearing the wrath and displeasure of clients is a completely escalated situation — one that, as we noted, many people are no longer willing to accept.
Take this away and act on it!
So in addition to the feeling you’re paying your employees a “fair wage” (just do it!), give them recognition. Give them authority. Give them understanding, and support, and comprehension of what their job entails. Pay attention to them, let them know you stand behind them, listen to them when they want to talk.
Dealing with human beings is always a delicate art. We all have moods, and we all encounter outside pressures, influences, and distractions. But if you want people to work for you, make it clear they are working WITH you — and that you recognize their concerns, their fears, their challenges, and their struggles.
Most of all, celebrate their triumphs and achievements. Find new ways to appreciate your employees. After all, without them, you’re closed. Right?
incubatorblogger 