When you work in alignment with who you are innately, it’s not work. Aligning your work environment with your natural motivators benefits everyone. You benefit from being personally satisfied with your work, your customers benefit when interacting with employees who enjoy their work, and the organization benefits from a highly-engaged workforce. The measurement of working in alignment with who you are innately, is described in one of my case studies where a company reduced their turnover from 99 percent to 0 in just three months.
The Challenge
A company had high turnover in their customer service department. A large percentage of the customer service agent’s job was to receive incoming calls, assist the customer, and type data into the computer.
As soon as they trained someone, the person would either leave the organization or transfer to other customer-facing departments, where there was face-to-face communication. They were over budget in their training dollars, the customer service satisfaction scores were decreasing because of turnover, and the manager couldn’t advance the department’s goals because so much time was spent training new staff.
They were hiring the incorrect human wiring profile for how the position needed to be executed for optimal success. They tended to hire people who were naturally motivated and preferred:
- A team-oriented environment
- Face-to-face communication
- Variety in their work environment
- Strong follow through
By assessing the employee who had successfully been in the position for the longest time, they discovered that newer staff that was turning over was wired the opposite of how the position needed to be executed. The employees were disengaged in their work and found other opportunities that aligned with their human wiring needs of face-to-face communication and variety in their work environment. It’s no wonder they were leaving because the majority of the work performed just wasn’t motivating them.
The Solution
After the position’s wiring was identified, an advertisement was developed to attract the ideal candidate. As the candidates applied, they were able to take their own human wiring assessment to determine the ideal match.
After a focused-based interview, they hired the candidates who’s human wiring aligned with how the position needed to be executed, along with other key qualifications and skills. The position needed someone who preferred:
- A team-oriented environment
- Phone communication
- Stability and affiliative work environment
- Strong follow through
While they needed to change the way they trained the new staff, the success showed in the results.
The Outcomes
Within just three months, the company had reduced turnover from 99% to 0. The new employees were in positions that aligned with how they naturally executed. They were also highly engaged as they got their natural motivators met each day because they were in positions where they used their natural wiring. Additionally, reducing turnover reduced the training expenses and increased customer satisfaction.
Win-Win-Win
Everyone wins when you align the work environment with how someone naturally executes their work. The employee wins because they work in alignment with who they are naturally. Leadership wins because they learn to lead in ways that optimize communication and performance. The external customers win because they experience someone who is motivated by the work they do.
In a world where for decades we required people to assimilate, do something different. Be a company with a distinct culture that taps into the unique superpowers of your employees.
Invitation
If you are inspired to understand your human wiring superpowers, join us for:
Wired to Win 101: How Are You Hardwired?
- Friday, August 12, 2022 from 8:30 am – 1 pm Eastern Time
- Join online or onsite.
- Registration at: https://www.excellerateassociates.com/wired-to-win-101/
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