The Great Resignation. The Big Quit. Job Dissatisfaction.
Whichever name you choose, the fact is Americans are leaving their jobs in record numbers. The good news is there’s a lot you can do about it.
Rampant employee turnover isn’t an isolated phenomena. It’s affected many companies across all industries. According to Business Insider, 38 million workers quit in 2021. So, how can you ensure your company can hire great employees and, more importantly, keep them?
Casual Friday? Office pizza party?
These cliches may have staved off turnover in the past, but to keep up in today’s job market, you’ll have to take it further than that. Here’s where technology could help.
Below are the three key ways field service management software supports employee retention and prevents turnover.
- Increased Productivity
Consider the following: in the 1940’s, the FBI manually managed a database of millions of fingerprints in their Identification Division. Today, instead of filing through seemingly endless paper documents, they have the luxury of computers and software tools to instantly identify necessary information.
In the field service industry, you can take advantage of technology in a similar way. Generally, employees are turned off by feeling like their time is wasted on mindless, repetitive tasks, like scheduling and filling in paperwork. Management software can take the pressure off scheduling and reduce tedious administrative tasks. This means an increase in productivity, one of the 3 P’s according to Rhys Pattimore, Senior Content Writer at Commusoft.
I think we can all agree: tools should make our work easier and more efficient. Equipped with the right gear for a smooth and productive work environment, employees are far more likely to stay at a company knowing that they’re being invested in.
- Clear, Consistent Communication
Communication is key. We’ve heard it before. Just think of all the times you’ve run into an issue, then count how many of those were due to poor communication. From admins taking down the wrong address, to techs filling in worksheets with illegible scribbles, to customers being confused because someone promised this and that, but nobody delivered.
With management software, companies have the opportunity to centralize information. This creates an accessible, easy to use system that empowers employees to provide the best service possible.
While we know communication is essential, it’s important to note what we communicate and how often. On one hand, you don’t want to pester potential customers with daily texts, calls, and emails. On the other hand, you can’t leave them high and dry. It’s critical to find a careful balance of consistent, appropriate contact.
However, without any help, an employee will have to sit down, write each email, and hit send to potentially hundreds of customers. How long do you think they’ll last if their job consists solely of this?
Empowered with software, they can make use of automated emails and texts to keep people in the loop. By allowing the system to take care of basics like appointment reminders and feedback requests, your team has more time to focus on customers who need a bit more attention. As a result, both your employees and clients will be happier and more engaged.
- Happy Employees, Happy Customers
According to CNBC and the U.S. Labor Department, approximately 4.5 million employees quit in November 2021 alone. With statistics like that, successful companies will pull out all the stops to keep their workforce. High productivity and great communication are good benefits, but they’re quite obvious now, right? Thinking one step further – what are some indirect benefits that might help you reduce employee turnover?
Two words: Customer Satisfaction.
No one likes to deal with angry customers, day in and day out. Not your admin team, and certainly not your techs who will have to enter people’s properties. Problems inevitably arise, but it only takes one straw to break the camel’s back and cost you a valued employee.
How to keep customers happy is a complex topic, but one thing’s for sure: easier processes and better communication go a long way. If you’ve been paying attention, those are also the things that keep employees more satisfied in the workplace. Why is this important? Because customer retention is 18% higher when you have a content and engaged workforce.
Simply put, when you have happy employees, you have happy customers! So, retention goes both ways. Better customer retention means increased revenue, an excellent reputation, and a more successful business.
It pays, literally, to keep your employees.
Arthur C. Clarke, author of 2001: A Space Odyssey, said: “Any sufficiently advanced technology is indistinguishable from magic.” With field service management software, consider yourself Merlin. You’ll be equipped with the tools necessary to enchant any employee into long-term commitment.
Like anything, your workforce is an investment. What you put into it is what you’re going to get out of it. Equipped with the proper tools, your employees will be happy, engaged, and ready to commit to your business for the long term. What’s more, aside from the obvious benefits of avoiding employee turnover, your company will gain a better reputation, increased revenue, and a wider customer base.
Happy employees, happy customers, better business.
Author: Charles Kay
Role: SaaS Content Executive
Learn More About Commusoft