The Secret To Keeping Good People

The Secret To Keeping Good People

By

Eric Twiggs

“If one person tells you you're a horse, they’re crazy. If three people tell you you're a horse, there's conspiracy afoot. If ten people tell you you're a horse, it's time to buy a saddle” Jack Rosenblum

What’s the secret to keeping good people?   As I ponder this question, I’m reminded of something our CEO, Chris “Chubby” Frederick shared about his experience during a recent shop visit.   He stopped by to visit “Ron”, a local shop owner. 

When Chubby asked how things were going, Ron replied: “Everything’s great! ATI is great, business is great, and I have a great team.” To which Chubby replied: “I’m glad you’re doing so well. Tell me, how would you describe the culture here?” 

“Chubby, we’re one big happy family. The morale is high and everyone likes working here.”    As Ron stepped away to meet with a vendor, Chubby walked out to the bays and was approached by a technician. 

After speaking with the tech, he realized the picture Ron was painting, and the perceptions of his people were different! 

“Jack”, his best technician, mentioned that Ron was impossible to work for and that he and the others were looking for work at other shops!  Ron was missing out on the most critical skill, necessary to keep good people: Self-awareness.

Before laughing at Ron, please answer the following question: Have you ever been blindsided by a key employee’s resignation?  If you answered yes, you and Ron have something in common. 

Self-awareness is the secret to keeping good people. Self-awareness is the ability to see yourself the way your employees see you.  This is important because a recent Gallup survey concluded that 75% of employees voluntarily leave their job because of the boss and NOT the job itself. 

So what can you do to make the most of this concept, and put a stop to the revolving door of turnover?  Stay with me and you’ll learn one big idea to increase your self-awareness.

The Debrief

In most shops, if an employee gives his boss negative feedback, it’s considered to be a career limiting move.  As a result, most people are unwilling to communicate an honest assessment of their supervisor’s shortcomings.    The solution is to use the debrief technique to improve your self-awareness.

This technique started in the military, and is used to create a safe place where everyone on the team, regardless of rank, can share honest feedback on how their team members performed during the mission.  To encourage open communication, everyone is required to remove their rank insignias and name tags before the meeting starts. 

As a result, the high ranking Captain increases his level of self-awareness, because the lower level Private has the freedom to communicate his perceptions of how the Captain lead the mission.

Getting everyone to speak openly is a process, so a good first step would be to get anonymous feedback from your team. 

I recommend using the three ups and three downs technique where you have them anonymously write down three things they like about you or the shop, and three things they would change. You can also use the 360-degree survey form as a feedback tool. 

Next, you would schedule a meeting where you list the most common changes that were recommended and encourage open dialog. These debriefs should be done on a monthly basis.

The Follow-Up Debrief

The goal for the next meeting, is to have them provide their feedback with you in the room.  Trust is built when your employees, see that you’re acting on their suggestions, so kick off the follow-up debrief by letting them know what you’ve done to address their previous concerns. 

For example, if was mentioned that you don’t provide enough recognition, open the session by recognizing the top performers for the month and let them know you are working to get better.  From there, you would ask them for additional suggestions regarding what’s working well and what needs to change.   

The key to improving your self-awareness is to receive regular feedback on how you’re being perceived.  For those employees who aren’t comfortable with responding in public, incorporating private surveys can give you the most accurate information. 

You can set up an account with  Survey Monkey  which will allow you to create survey questions for free that your people can answer anonymously. 

Conclusion

Like a military Captain, you’re on a mission to accomplish a specific objective.   Implementing the debrief meetings will improve your self-awareness and increase your chances of victory!

If Chubby walked into your shop, what would your technicians tell him about working for you?

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

PS.  Want to know how both your internal and external customers are perceiving you?  Email etwiggs@autotraining.net and I will send you exit interview questions along with the 360 degree survey form  that can be used to increase your self-awareness!