Unlock the Secret Sauce: Cracking the Code to Employee Retention

Finding and keeping talented employees is crucial for the success and growth of any organization. Employee retention is multi-faceted. You not only need to attract and hire the right employees, but you also have to retain them. If you get this one part of your business correct, it will increase your bottom line more significantly than just about any marketing campaign. The first step is to select the right people. Are you attracting and hiring rockstars?

Generations

As Baby Boomers are exiting the workforce into retirement, many management and ownership roles are being assumed by Gen X. Millennials and Gen Z (teens to early 40s) are making up the bulk of the workforce and likely the ages you are hiring (and marketing to). These two generations currently comprise 44.7% of the US workforce, and over the next six years, Gen Z is expected to add approximately 24%. This is a substantial demographic shift. It may be time to review your business and determine if you are adapting appropriately. Your culture, management style, and technology must adapt to attract and retain the best talent. These generations are distinct and have different focuses and priorities from previous generations.

In general, Millennials and Gen Z are typically digitally fluent and tech-savvy. They are multitaskers who get bored if you don’t challenge them. With shorter attention spans because they are adept at quickly processing and absorbing information. They are naturally social and enjoy interacting with others. They are creators and collaborators and are future-focused. Gen Z values independence, equality, and diversity in the workplace and strongly desires to make a positive impact. Ninety-three percent of Gen Z say that an organization’s impact on society affects their decision to work there. They value work-life balance and opportunities for career growth. Here are some tips for working with Millennials and Gen Z.

How to Utilize Their Skill Sets

Utilize their skill sets. Let them help you attract their peers to your facility. They may know technology and popular apps you don’t, and know how to reach your audience.

Communicate with images, short videos, and text. Focus on employee collaboration. Create an environment that fosters openness, cooperation, teamwork, and a willingness to adapt to change and growth.
Focus on technology – they will see your business and company as “dated” and “old-fashioned” if you are not utilizing the latest technology. Stay current on the latest tech trends.

Competition is Fierce

In many markets, employers must now compete for the best talent, and you can bet that if you have some stars on your staff and you need to invest the time and money to keep them, other businesses will. When looking for rockstar employees, one idea is to create unique business cards that you can hand out to employees at different companies who offer you an excellent experience. It’s simply a business card that lets them know you recognize they are delivering exceptional service and should contact you if they are ever looking for additional or different opportunities. Also, be aware that other companies do the same with your employees. If you are not working to keep your employees happy after they are hired, they WILL leave.

After you find, recruit, and hire the best employees, your job doesn’t stop there. Now, you have to retain that talent. A good wage and benefits may attract candidates to apply for a job, but that is not why they will stay. Employee retention will have more to do with the culture you create than the pay scale.

Job satisfaction will increase your retention rate. Here are a few things you can do to improve that retention rate with your rockstar employees.

Make your employees feel like an asset to your company.

Don’t make them feel like a number or an expense. Take the time to get to know your employees personally and greet them by name whenever you have the opportunity. Let them understand that you recognize who they are and the value they bring to your company. Treat your team the way you would want to be treated, not necessarily the way you were treated when you had your first job. Just because you walked uphill to school doesn’t mean your employees should live the same experience.

Give compliments – Take advantage of an opportunity to give a compliment and lift the spirits of your team. Ensure it’s sincere, but don’t hesitate to compliment an accomplishment, new hairstyle, etc.
Smile – A smile can go a long way and costs nothing. It can set the mood and remind them to smile when talking with your guests.
Say “Thank You” – genuinely. Remember, they have a choice and choose to work for you. They pick their attitude. They decide how to treat your guests. Thank them for their time and effort in choosing to work for you. Show appreciation and gratitude. Look them in the eye and even shake their hand.
Choose your attitude – Your energy and attitude are contagious. As a leader, you set the tone for the day. If you come to work in a bad mood, the likelihood that your team will have a bad day is pretty high. Come to work with high energy, positivity, and excitement; everyone will follow suit.
Give high fives – Not only give your team high fives but encourage them to give guests high fives. The human touch is known to have a positive effect on attitude.
Be a good listener & make eye contact – Nothing shows respect like a good listener. When talking with your team, show genuine interest in what they are discussing. Ask questions and show interest in the answers.
Mingle – Take time to make your rounds. Visit your team. Make sure not all of your visits are negative. Avoid micromanaging or criticizing during this time. You don’t want your team to cringe when you come over because they think you will only criticize them.
Offer to help – Often, employees will bring personal issues from home. Sometimes, they need someone to talk to; other times, you can make a meaningful impact. Did they lose their apartment, and you may know of someone who needs a roommate? Make a connection. Refer them to someone who can help. Listen to them.

Communicate expectations and goals.

Most employees want to please their employer. Set out and explain the vision of the company and your expectations of the employee. Don’t talk AT them, but talk with them about this. Take time to define the “why”. Giving a few extra minutes to explain “why” you are asking them to do something can greatly improve your results. If performance changes are needed, don’t expect them to happen by osmosis. Coach your team. Determine if they truly understand what is expected and why they are being asked to do these things. It’s YOUR job to motivate them, not just boss them around.

Be on time – This shows that you respect the time of others, including your team and vendors. Lead by example. If you expect your team to be on time, ensure you set the bar.
Show, Teach, and Live Integrity – Discuss what integrity means—doing the right thing even when no one is looking. Lead by example and consistently demonstrate integrity. An employee finds $10 on the ground in the arcade and comes to tell you about it, asking what they should do with it. What do you tell them? Integrity lessons arise daily, allowing you to set an example and teach what integrity is all about.

Create an open and honest work environment.

Open and honest conversations and communication must happen between you and your employees. Give them honest feedback. Be open to and try new ideas. Get their input and listen to them. Seek out and accept suggestions for solving problems. Ask them about rules or changes they believe need to be made and listen to their suggestions. Encourage goal-setting and let them create their own choices as often as possible. Don’t always insist on the process to the outcome “the way it’s always been done.” Provide them with the expected result for a task and allow them to determine the best approach to achieve it. Afterward, discuss how it went. The more employees feel ownership in their actions, the more loyalty you create.

Get in the trenches – Do some basic tasks. Nothing will gain your team’s respect quicker than watching their boss scrub toilets or remove trash.
Go above and beyond – Set an example. Ensure your staff sees you going above and beyond to assist guests, resolve issues, and support fellow team members, and they will do the same. Remember, they are always watching you and following you. Make sure you are walking the line you want them to walk because you are leading them, and they are watching each of your footsteps.
Deal with trials and tribulations with grace – Knowing how to lead people through difficult times is a valuable skill. Don’t sugar-coat difficulties. Feel free to communicate unpleasant news or information about problems or setbacks. Keep your team informed. Trust in your team to help you. Be transparent and honest, but also be encouraging and optimistic.

Provide growth and learning opportunities.

Nobody wants to be in a stagnant job where they don’t feel like there is a path for growth. Some entry-level jobs in our industry may have limited growth opportunities, but there are steps you can take to create challenging and stimulating work. Look for an individual’s passions and try to tap into those areas of interest. Discover what they enjoy and focus their energy on those activities. If you have someone who loves photography, consider recruiting them to help with your marketing efforts and have them capture some great photos. If you have someone on your staff who loves social media, help guide them in leveraging social media for business, and utilize their expertise to enhance your social media marketing efforts.

Certifications – Offer various levels of certification on tasks. Create basic and advanced certifications. These could be skills like attraction operations, money handling, POS operations, floor management, etc. Develop written and practical tests for each certification level. Employees with basic certifications could earn a certificate and be “certified” to operate or work in that area. Advanced or master certification would earn them something special, such as a unique pin or a collectible item. This gamifies job skills for team members who enjoy earning recognition and provides them with something to work towards.
Tuition – Consider offering tuition assistance for continuing education classes.

Recognize and reward your employees.

Of course, monetary bonuses are always nice, but we can only afford them sometimes, and are they always the most motivating reward? Sometimes, a small financial bonus would diminish the recognition if the value turns out to be less than they believe the effort was worth. It’s hard to determine when and how much money would be appropriate. Recognition of a job well done can be more than just monetary. A “good job!” goes a long way. Employees who feel undervalued or unappreciated tend to seek other employment, so you must get this right to retain the best talent. Give sincere feedback and praise to your employees when they deserve it.

Create a “brag board” where employees are publicly recognized for their achievements and contributions. Each brag could also earn a ticket, which they could save and enter into a quarterly drawing for cool prizes. The more “brags” they earn, the better their chance of winning a prize.
Scratch Tickets – Hand out scratch tickets that have various prizes.
Make coffee and deliver it to your staff – Get to know your employees’ coffee preferences and go the extra mile to make a pot of coffee and provide a cup to them. It’s a small gesture that goes a long way.
Leave a note – Leave a note on the company whiteboard, corkboard, or any employee area. Write something inspirational, fun, or funny. Ensure that not all the notes you leave are about work details. Sometimes, you must show your fun side and encourage your team to do the same.

Building Culture

Select candidates who best align with your business culture and values to recruit and retain top talent. Understand what is important to employees to keep them engaged and motivated. Create a development and coaching culture. Foster an environment of open and honest communication. Long gone are the days of annual employee evaluations. Millennials and Gen Z require shorter-term goals with checkpoints and more communication throughout the year. Above all, many are driven by how things “feel.” They need to feel that their job serves a purpose that is more than increasing the bottom line.

They need to know “why” they are doing what they are doing, and the reasons must be compelling. Monetary gain is not a sufficient reason. Make sure that your vision and mission in your business not only spells out a deeper meaning and reason for “why” but that your company culture also reflects that reason. If you can provide that environment, you will attract and retain exceptional team members, who, in turn, will contribute to increasing the bottom line.

Keeping Your Employees

Employee retention doesn’t have to be expensive. There are a few little things you can do to boost morale and, in turn, increase productivity that will cost you very little. Your employees are the driving force of your business, and if they aren’t happy and aren’t enjoying their jobs, that will directly affect your customers. These factors directly impact customer service and satisfaction, but you will also save money through reduced turnover.

While everything listed here will impact your team, the impact will be harmful/positive or non-existent if you are sincere and genuine in your approach. Be a servant leader. Continually strive to be trustworthy, humble, caring, and empowering. See yourself as a listener, leader, and coach. These are just a few ways you can take your company to the next level.

Inspire and lead your team; give them the tools, and they will do the heavy lifting for you, driving sales. Steve Jobs once said, “It doesn’t make sense to hire smart people and then tell them what to do; we hire smart people so they can tell us what to do.” Hire right, build a fantastic foundation, coach and encourage, and let your employees take you and your business to the next level.

Amber Lambert is the Regional Sales Representative for Betson Enterprises. She began her career in the amusement industry 12 years ago when she started her family entertainment center, which she built from the ground up. She also managed a corporate-owned family entertainment center, held a sales role with an industry supplier, and is an active member of industry associations.