Retaining Frontline Employees
To help my client address high turnover in their Service Pro roles, I conducted a detailed Service Pro Retention Study aimed at identifying the primary factors impacting employee satisfaction and retention. This study uncovered key drivers of engagement, including the influence of managerial relationships, compensation, and job expectations. The insights allowed me to propose actionable strategies for my client to enhance retention by aligning workplace experiences with Service Pro needs.
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My client experienced high turnover rates among their Service Pros, a critical operational role within the company. They engaged me to investigate the underlying reasons for this turnover and identify solutions that could help improve job satisfaction, employee loyalty, and retention.
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I conducted a hybrid qualitative and quantitative study, combining in-depth interviews with current and former Service Pros alongside survey data. This approach provided a rich understanding of employee experiences, focusing on themes such as job expectations, compensation, management, and advancement opportunities.
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Recommended enhancing the Area Manager role by providing targeted training on empathy and support to better address Service Pro concerns, which were shown to significantly impact retention.
Suggested revising the compensation structure to include more achievable and transparent performance incentives, aligning rewards with performance metrics within Service Pros’ control.
Advised implementing clear career pathways and training programs to address Service Pros’ desire for growth and advancement within the company.
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With these recommendations, my client is now positioned to create a more supportive and rewarding work environment for Service Pros, which is anticipated to reduce turnover and improve long-term engagement. By addressing Service Pros’ core needs, the client has laid the groundwork for stronger employee satisfaction and a more resilient workforce.