Richard Branson, the founder of The Virgin Group, once famously said, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of your clients.”
The connection between happy, productive teams and happy customers is well documented. In a report by Gallup on “The State of the American Workplace,” it was found that when employees were fully engaged it resulted in a 20% increase in sales because of improved customer relationships.
Employees that feel valued, enabled, and well-trained make for a healthier organization. Instead of having to put out HR fires and work through internal IT business problems, business owners can focus on customer support and growing their company.
So, wondering how to reduce employee turnover rate and cultivate a happy and productive team at your organization? We have several tips that can help you go from a high turnover rate and internal personality conflicts to a team where everyone feels valued and is pulling in the same direction.
Tips for Empowering Your Employees
Provide a Structure for Communications
Misunderstandings can often happen when employees aren’t sure what they should be reporting or how they should be reporting it. This could be the reason for your high employee turnover. For example, a new employee may answer a call from a customer handle an issue over the phone and never document it anywhere.
You later find out when you do a courtesy call, and the customer mentions a help desk interaction you were never aware of. This can be both awkward and upsetting. It can also lower employee morale.
You can avoid problems like this and improve the employee experience by not assuming that everyone knows how they should handle communicating customer calls, emails, questions, etc. Instead, provide a clear structure and step-by-step for your office communications.
Provide Comprehensive Training
Wondering how to motivate MSP employees? Throwing someone “into the fire” to see how they’ll do isn’t a great way to train anyone. Someone might get lucky on their first service call and be called an IT rock star, only to fail miserably on the next one and be completely deflated which can cause employee departure.
It’s important to have a comprehensive training program for your employees that allows them to level up, task by task. They should be given enough time to master a particular MSP business task so they can perform it confidently and feel empowered instead of pushed out of the nest too soon.
At Syncro, we understand the importance of comprehensive training, which is why we’ve made our platform as easy to learn as possible and provide multiple tutorial videos on our website. You can use those as a guide for taking your people through their RMM/PSA tool training.
Emphasize the Need for Work/Life Balance
Over the last few years, companies have been coming out of the “the more hours, the better” mindset and understanding that being overworked and burned out is not good for productivity and can decrease job satisfaction.
You want to model and cultivate a culture of healthy work/life balance for your team. A refreshed and energetic team is much more productive than one that is overtired from working long into the night.
One of the tools specifically designed to help companies keep tabs on employee health and wellbeing in this way is Viva Insights, which is a component of the Teams add-on Microsoft Viva.
Understand Strengths and Weaknesses
Trying to fit a more introverted and analytical personality type into a sales position is like putting a square peg into a round hole. Not every employee has the same natural skill sets and some are better at certain tasks than others.
Instead of seeing limitations with your team, look for their areas of strength. That technician that chats with customers a little too much, increasing the time of their service calls, might just be the person you need to handle your customer engagement and sales. While someone more analytical may work better in a diagnostic role.
The most productive companies with high employee retention are the ones that can best match employee strengths with company roles.
Incorporate Team-Building Activities
What type of company culture have you cultivated in your IT business? Even if you haven’t tried to cultivate anything specific, you have a corporate culture. It might be competitive, with each technician trying to one-up the other, or it could be clan-like, with a strong family vibe.
You can mindfully cultivate a team-oriented culture, with each team member feeling part of a family, by incorporating team-building activities and socializing opportunities for your staff from time to time.
It’s easier to work with someone and give them the benefit of the doubt when there’s an issue if you’ve just spent a fun afternoon at the company picnic hanging out with each other’s families.
When team members socialize outside of work, it improves communication patterns by over 50% and can increase employee retention as well.
Keep Employees On-Track & Productive With the Right Tools
Syncro is an all-in-one RMM/PSA platform that is designed to make common tasks and processes more efficient through automation for MSPs and internal IT departments. It also includes sales and ticket reporting that can help you identify areas where technicians are excelling or may need a boost.
Contact us today to schedule a free demo and a 30-day free trial. Call 856-579-6276 or start your trial online.