Tuesday August 6, 2013
The transient nature of the hospitality and service industry, coupled with a relatively young demographic compared to other industries invariably leads to an unavoidable element of labour turnover. Whilst, in this day and age, people leaving a business is not always viewed as a negative; after all jobs aren’t for life anymore, when high rates of labour turnover are experienced, it’s likely that a number of talented individuals slipped through the door. It may be aspirations and potential weren’t supported, or their efforts didn’t receive the required recognition – whatever the reason, this is where robust and targeted exit interviews will identify potential challenges and ensure future stars aren’t lost for the same reasons.
By recognising gaps in the employee journey, employers have the opportunity to lower turnover, and ensure people are engaged during their time with the organisation. However, sometimes there is such a focus on attracting and retaining the right people, often the other end of the journey is left to the wayside – with the views and opinions of leavers often ignored.
However, creating and conducting focused exit interviews provides you with the opportunity to:
- Right the wrongs: The reasons people give for leaving are often easily remedied using low cost/no cost methods. Obtaining honest feedback from exiting employees means there’s the opportunity to continuously improve people practices. And showing a willingness to listen and a desire to put things right will pay dividends immediately. Mostly,, people leaving will provide an honest account of their experience as they have nothing to lose and therefore it’s foolish not to act on this information.
- Enhance the credibility of the organisation: by writing leavers a letter to thank them for their hard work and contribution, conducting a great exit interview, giving them a good send off and making it obvious the door is always open for their return (for those you’d like back…) Ensuing that leavers feel valued will mean that you will gain honest feedback, be recommended to others and in turn have a wider pool of talent approach the organisation.
- Say ‘Thank You’: Exit interviews are often seen as an inevitable formality of departure and therefore something negative, whereas turning that on its head and using exit interviews as an opportunity to say ‘Thank You’ means that the individual leaves on a and hopefully you’ll maintain them as an advocate of the business.
Viewing the employee journey holistically is fundamental to the success of any organisation, and exit interviews can sometimes be seen as a tick box exercise. However, there are many real benefits to be had from incorporating strong and vigorous exit interviews. Learning as much as you can about somebody’s reason for leaving will provide competitive advantage when it comes to people practices – and that can’t be a bad thing…
What processes do you have in place for leavers? When was the last time your reviewed the leavers process?