Inevitably, flight risk employees have a high probability of jumping their current employment ship. They are continuously seeking more inviting and supportive workplace ecosystems. They search for environments which complement, nourish and sustain their career trajectories.
While multiple factors contribute to employee flight risk, ultimately, maintaining “flighty” employees impacts the quality of delivering on your customer experience strategy. After all, employees who set their sights on a different horizon than your organization’s or association’s are not able-bodied sailors. As a result, they negatively impact not only customer experience, but an all-hands-on-deck customer retention strategy, as well.
How do you identify employees at-risk for flight? Have courage. Move one millimeter beyond the questions about issues which give you reason for Pause. Start asking your current customers. Are they dealing with distracted, disrupted and inconsistent employees?
Flight risk employees, regardless of performance level, influence delivery of your customer experience strategy.
When an employee, or employees, are not satisfied by the quality of work offered them, they have trouble hiding their dissatisfaction from coworkers. Or the folks on the cross-functional teams in which they participate. As a result, associates become focused on that flighty employee’s behaviors. Because, subtly or overtly, flighty employees no longer pull their weight.
In very short order, it is far too easy to become exhausted. Chasing bright shiny objects – squirrels which pop up – and less than realistic goals. Dug the Dog from the Pixar movie UP never quite succeeded in capturing what he was in hot pursuit of. (I love that move. But I digress. ;-))
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Then, mediocre and sub-par performers view tolerance of this situation as a green light for – and justification of – maintaining their own performance levels. Consequently, group behavior impacts service quality delivery and overall workforce profitability.
A workforce laissez-faire policy – letting things run their natural course – permits flight risk employees to gamble with your customer experience strategy.
In working with organizations and associations, like yours, I observe first-hand how company cultures wrestle with detecting and dealing with flight risk employees. Often, they either ignore or react when it becomes impossible to ignore.
The trigger for reacting and taking action? Employee behavior negatively impacts customer experience score cards and business growth.
At that point, these organizations not only are compromised by the behavior and output of flight risk employees and their associates. Also, they are dealing with potential customer flight risk, as well.
Why place your customer experience and customer retention strategies at the mercy of flighty employees?
A solid business growth strategy focuses on a more collaborative business model which leverages a more profitable workforce. What steps are you taking for employees to become co-invested in delivering on this more inclusive model?
Because when employees are co-invested in profitably collaborating with each other, they have better and better workplace experiences. The type of aggregated and fulfilling experiences which positively impact their smoothly sailing their career trajectories forward. Within your own organization or association, instead of someone else’s.
Consider the impact of your internal customer experience strategy on all of your employees, regardless of their present performance levels.
Ponder how aggregated employee experiences translate into better serving your customers. Why continue to gamble with how both employees and customers experience your organization’s and association’s status quo?
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Babette Ten Haken works with organizations and associations, like yours, who want to leverage collaborate business models and a profitable workforce to retain the customers and members you work so hard to win. Her One Millimeter Mindset™ speaking programs and workshops focus on innovative strategies and tactics for business growth, workforce profitability and professional development. Babette is a member of SME, ASQ, SHRM and the National Speakers Association. Babette’s Playbook of collaboration hacks, Do YOU Mean Business? is available on Amazon.com. Her professional speaker profile appears on the espeakers platform.
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