352: Keeping Knowledge When Superstars Leave

Adam and Jeannie discuss how to prevent valuable knowledge from leaving your company along with superstar employees who are ready to move on. Employee turnover is at an all-time high, so there’s lots of advice out there (and in previous episodes of Crack the Customer Code!) about how to keep employees happy and motivated. But whether you like it or not, some of your best people will still leave you. It’s frustrating and sometimes heartbreaking when your superstars resign, but the financial cost of employee turnover can be staggering. In fact, when an employee leaves, the turnover costs can be between 150% and 250% of their annual salary. Wow.  But here’s the thing: A good part of those costs go into training replacements, and it can be a long, slow, expensive crawl to stardom. “What are some of the ways you can stop that knowledge, experience and talent from walking out with your superstars?” -Jeannie Walters But you can cut these costs considerably simply by retaining the knowledge those employees would otherwise take with them. After all, a good deal of what you’ve invested revolves around gaining the knowledge to become a superstar in the first place! So, what can you do to retain that valuable knowledge and pass it on to the next generation of superstars? It takes more effort than simply having a team that’s willing to help and train others. Retaining that knowledge has to be intentional, not incidental. “The knowledge in their head is a business resource…The skillset goes with them. The knowledge can stay behind.” -Adam Toporek In this episode, we’re diving deep into some of the best ways to keep that valuable knowledge in the house. Jeannie and Adam have lots of tips not only to help you engage those superstars to start sharing their secrets, but to determine who those superstars are. You can’t always keep your best people from leaving, but you can prevent them from taking their secret sauce with them. Listen in to learn how! Related Content 360Connext® post, Are You Making the Most of your Customer Service Superstars? Customers That Stick® post, Creating a Customer Service Culture with Jeff Toister Episode 267: 3 Questions for Employees Episode 176: (Tip) Hiring a Customer-Centric Employee We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices