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Timpson Blog
John Timpson: You can never do enough to look after your star performers
Q We’ve had a remarkable spate of departures lately, including some key staff. Sales seem to be holding up and I’m pretty happy with the replacements we’ve brought in, but hiring is expensive and I’m worried that company morale is suffering. How should I investigate – would exit interviews do the trick?
A I wouldn’t bother with exit interviews – we don’t. They seldom tell you anything that you don’t already know – and leavers often lie about the real reason for their departure.
The more useful interviews take place well before a colleague has decided to leave (when it is not too late to do something) or a long time after they have gone (when they are more likely to reveal the truth).
You say you are recruiting some good replacements and probably console yourself by saying "a regular turnover of staff is no bad thing".
But at a time when most people are thankful to have a job, you clearly have a problem.
More serious, you don’t appear to have a clue what is causing your workforce to be so fickle.
Is there an obvious trend? Is there a mass exodus to a competitor?
Have most of the leavers been working in the same department?
If they are being poached by an aggressive competitor what is he offering to tempt them away?
If he is paying much bigger salaries there may be little you can do.
Assuming you pay well above the minimum rate for the job there is no point in paying fancy salaries to get people back – all you will do is increase costs and upset your loyal colleagues in the process.
People are more likely to leave a boss than leave a business.
If you have a high proportion disappearing from a particular department look at its leader. You probably have a management problem.
Whatever you discover use the current spate of departures as a spur to improve the way you care for your colleagues.
You can never do enough to look after for your star performers.
We have pinched a lot of ideas from other good employers, like our free holiday homes and an extra days holiday on your birthday – but we are constantly on the look out for new ways to amaze our people.
With luck this big block of leavers will help you become a better boss.
