Study after study in the Human Resources and Staffing industry is showing more and more that organizations that invest in the training and development of their people have an easier time keeping their people. So why is the training and employee development budget one of the first to evaporate when expenses are reviewed, reduced or cut? I would suggest because despite what many managers realize about the importance of employee development, the connection to employee retention is no so easily demonstrated on a spreadsheet. Under pressure it is too easy to look at a budget line, to consider only the immediate and to avoid the practical steps to arrange and maintain an ongoing employee development strategy. But like it or not; employee retention and the investment in employee development are connected at the hip.
Customers continue to tell business that service is vital. Business is desperate to expand their customer base. Customers are people.
Technology is merging and leveling the playing field between organizations and despite the fact some organizations seek to reduce staff, it is people who are now the key differentiators between organizations. Technologies operates generally to a similar functional standard, from turning on your smart phone to your auto. But when it doesn’t turn on… you need a person. In fact when it hiccups, you need a person. (Oh yes, there are those who have the aptitude to do the fix, but who has the time, energy)
Is there someone to hear me and answer my question? Can I connect with a knowledgeable person to solve my problem? Will someone respond to my email in a timely manner? Will anyone pick up when I call? Do I get customer service or MUST I do it myself?
Given the option most people would prefer to connect with another human in making a buying decision. In the retail sector (bricks and mortar); a major expense of the physical store is the cost of staff, yet if the staff is not well trained, knowledgeable and welcoming what is the benefit of going to the mall in the first place. Online shopping grows every year but as the product varieties expand so to does the need for a customer-seller relationship. Online your competitor is just 8 seconds away… Enter the hybrid online store with actual phone customer service option for stronger customer service bringing people back to the model and being a significant part of the purchasing decision, providing of course the on hold wait is less than 22 minutes.
Getting references for products is helpful and is valuable component to a purchasing decision. These can be found online, but isn’t talking with a person who knows the product(s), industry, trends and issues more valuable, someone with experience and knowledge is helpful to talk with and adds value.
People look for help before making decisions and though we can all research on line is it more in-depth than having someone we can explain our buying objective to, getting specific and helpful insight into the features that most appeal to us and gaining their insight as someone on the front lines hearing daily about produce strengths and weaknesses also adding to a better decision.
People understand how they want to be treated and appreciate that someone else does likewise. People become attached to people and through them to organizations. People connect with people, be that via etech or by direct person-to-person experience. Would you buy from someone you don’t know or someone you know first hand and can interact with.
eCommerce is here to stay, but interpersonal relationships and experience is not about to disappear or be reduced in value and benefit for buyers. People are difference makers.
Every organization admits good people are hard to find. So why risk the loss of a good employee by not investing in them… doing so only increases their value and the value of the organization to others. Those organizations that invest in their people are investing in themselves.
QuizzPoint Corporation assists our customers with the performance development of their people. Take control of your department, region or company human resource training initiatives.