|LB@keepingthepeople.com (913) 620-4645 http://www.keepingthepeople.com|
|E-Letter Volume 13 Spring Issue, 2008|
In this issue:
- Website Post-Exit Survey Report: Why You Really Left
"Truth lives in the cellar; error on the doorstep."|
It hurts when good people break the news that they are moving on. It doesn't just take an emotional toll, but a financial one as well--customer service is disrupted, sales and customers may be lost, other employees are shocked and distracted, and now we have to take on the work of finding a replacement and getting the new person up to speed.
We ask employees why they are leaving and, as we listen to their answers, as we see their lips moving, and we hear the words, "Better opportunity" and "More pay," we can't help but wonder if they are telling us the whole story. Or, are they just trying not to burn a bridge? How do we know? How can we find out? Who knows for sure? Do leaders and managers in your organization really care?
When I started Keeping the People, Inc. a few years ago, I sought to find out what people say when a third-party asks the question, "Why did you leave?" I had seen a Harvard Management Update report that 89% of managers believed that pay was the primary reason employees leave. I was shocked by that statistic, and contacted the Saratoga Institute, which had completed third-party exit surveys with 19,700 employees in 17 industries. Saratoga was gracious enough to let me analyze their data. It revealed that 88 percent of voluntarily-departed employees had left for reasons other than pay.
As a way of continuing to track why employees leave, I invited e-letter subscribers and visitors to www.keepingthepeople.com to describe the reasons you left a previous job. So, I decided to put a post-exit survey on the website (http://www.keepingthepeople.com/surveyStart.cfm) and invited visitors to the site to complete it--anonymously, of course. If you haven't yet completed the "Decision to Leave" survey, and would like to, I invite you to do so today by clicking on the link above.
So far, 256 people have completed the survey, which I believe to be a significant enough number from which to draw some additional conclusions and share them with you. Thanks to all for taking the time to participate.
* With due credit to Career Builder.
First of all, a few words about those of you who responded:
Respondents represented a wide spectrum of ages, job levels, functions and industries.
Human resource staff were well represented, comprising 19% of respondents.
The need to keep in mind that these findings represent the perceptions of those who went to the trouble to find the website and complete the survey (supposedly because they were inherently interested in why employees leave and stay). So, what follows may not represent the views of your workforce. That said, here are the findings:
Root Causes of Your Decisions to Leave:
Respondents were asked to check from a list of 39 possible reasons for leaving (or write in) as many as five factors that first caused them to start thinking about leaving a previous job they eventually left voluntarily.
The contributing reasons for leaving that received the most "votes" were, in order:
For a full list of reasons, contact me at LB@keepingthepeople.com.
A few observations about these results:
What Attracted You to Your New Employer?
- First of all, it is worth noting that the triggers that caused respondents to start thinking of leaving were all "push" factors--burrs under the saddle, so to speak, that the organization could have removed before it was too late. In fact, only 21 respondents cited "decision to change career" and only 16 cited "unexpected job/career opportunity"--both "pull" factors--as the initial motivation to consider leaving. Other "pull" factors listed on the checklist--decisions to relocation, return to school, retire, start a family, start a business, spend more time with family, relocate with spouse/partner, receiving an inheritance or financial windfall, and taking care of a family emergency or illness--received only 45 checks combined. The lesson here for all managers--pay attention to the "warning signs" of employee disengagement now. Talk with your valued employees to see what can be done to reengage them and improve the situation before they resign.
- Pay is important. Many employees are underpaid and feel devalued because of it. Although they were not in the top 10 receiving votes, "pay not based on performance" received 27 votes and "unfair pay practices" received 23 votes. Although we could lump these two reasons in with "insufficient pay" and label it as one bucket called "pay" (which would have led the voting with 111 votes), I believe it is important to recognize the subtle differences among these three pay-related reasons. ("Insufficient benefits," by the way, received only eight votes.) Despite the importance of pay as a factor in employee's decision to leave, the 111 votes represented only 11% of the 1,032 votes cast for the wide range of factors listed on the survey. This figure is roughly equal to the 12% of those who cited pay on the Saratoga survey as their main reason for leaving.
- Despite the claims of many consulting firms that employee engagement and retention is all about the direct manager or supervisor, it is high time we recognize how strong an influence senior leaders play. Senior leaders was the number one single factor cited, and senior leaders' decisions and mindsets either determine or influence most of the remaining factors, especially "insufficient pay", "lack of work/life balance," "unhealthy/undesirable culture," "excessive workload," "uncertainty about the future of the company," "lack of open communication," and "pay not based on performance."
- Most survey participants experienced a "turning point" or "last straw" in their final decision to leave. Almost 60% said they experienced such a "triggering event." Some of their verbatim comments:
"Being told that my best skills were the ones I needed to work on"
"Seeing an unethical manager be promoted"
"Company owner swearing at a customer in an open internet forum, there was no chance of changes"
"Promotion denied; found out that boss did not even show up to promotion meeting"
"The arbitrary termination of half of the employees within one week"
"Obvious favoritism to co-worker"
"Berated by SVP who made me feel incompetent for making a small mistake"
"Incidents in which good people were fired and destructive people were promoted"
"Directed to break federal law and commit crimes"
We asked respondents to write in their answers to this question: "What was the main thing that attracted you to your new employer?"
These were the themes with the largest number of write-ins:
"Reputation, which deemed false and I ended up by leaving the new employer as well. Salary and potential opportunities which deemed non-existent."
Observations: What is most noteworthy about these themes is that some of the "push factors" that caused employees to start thinking of leaving the former employer are barely mentioned as "pull factors" that attracted them to the new employer. Most noticeable by its absence is mention of "senior leadership" which received the most "votes" among the "push factors." Even though senior leaders influence most of the issues listed among the #3 "pull factor"--"Better Company/Culture", it is still interesting that the word "leader" or "leadership" appeared only once as an attraction to the new company. It was also surprising to see that mentions of "manager" or "management" appeared only twice as an attractant to the new employer.
"More money and bonus, but the challenges were primary attraction."
Not surprisingly, better opportunity (#1) and more pay (#4) figured prominently as attractions to new employers. These are the two reasons most departing employees give when companies conduct their own exit interviews. In these data we find at least partial support for the conventional wisdom that "people come for the pay and the opportunity, but they leave managers," except it seems that our respondents were just as likely to leave senior leaders as direct managers, if not more so.
Finally, the fact that desire for "new challenge and learning" beat out "pay" and "company reputation/culture" is significant. The lessons for managers--think twice before cutting training budgets, and never underestimate the power of learning and new skill acquisition to Generations X and Y. In these days when "long-term employment" no longer appears to be a realistic expectation, "long-term employability" via continuous learning and new challenge, has taken its place.
We asked respondents, "Please choose the one of the following that best describes your motivation to leave your organization." The choices and response rates were:
Was it the Push, the Pull, or Both?
Observation: It is clear that most decisions to leave are a two-step proposition--first comes discontent (the "push factor"), then comes the outside opportunity (the "pull factor"). The degree of push and pull varies with each person, and I believe most managers are at least dimly aware of this phenomenon. What too many managers would be surprised to know, however, is how few employees leave for purely "pull" reasons and how many decisions to leave are sparked by preventable "push factors." The failure to recognize these realities and care enough to address them not only increases turnover, it also contributes to the large-scale disengagement many employees and their employers are now experiencing.
In the Summer issue of Keeping the People Report, I will report on the results of our free "Manager/HR - Motivations for Employee Turnover" web survey (http://www.keepingthepeople.com/surveyStart.cfm), which has now been completed by 332 managers worldwide. We will compare and contrast their perceptions about why employees leave with the employees' perceptions we reported in this issue.
If you have questions about the survey results, please call or e-mail Leigh Branham.
In the next Keeping the People Report...
Cisco Systems and IBM will be sponsoring free, open-to-the-public seminars featuring Leigh Branham presenting on the topic "Keeping the People, Connecting the People" on the following dates and locations:
Wed., April 23rd, 8-10 am, Qwest Center, Omaha, Nebraska. For more information and to register, go to: www.cisco.com/go/semreg/keepingthepeople/pdf.
Wed., May 7th, noon-2:30 pm, Fenway Park, Boston, Massachusetts. For more information and to register, go to: www.cisco.com/go/semreg/connectpeople/boston/pdf.
Thurs., May 8th, 3:00-5:30 pm, Cisco office, New York, NY. For more information and to register, go to:
Upcoming Presentations Free and Open to the Public:
|The Seven Hidden Reasons Employees Leave: How to Recognize the Subtle Signs and Act Before It's Too Late
, by Leigh Branham (AMACOM Books, 2005).
Keeping the People Who Keep You in Business: 24 Ways to Hang On to Your Most Valuable Talent, by Leigh Branham
(AMACOM Books, 2000).
To order either of these books click here.
|Keeping the People, Inc. helps organizations link employer-of-choice strategies with business strategies, conduct third-party post-exit interviews and surveys, conduct engagement surveys with current employees, and provides the management coaching and training needed to implement those strategies.
For more information, contact Leigh Branham directly at (913) 620-4645, or by e-mail at LB@keepingthepeople.com. Also visit the Web site: www.keepingthepeople.com.
Copyright, Keeping The People, Inc, 2008
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"Engaging & Retaining All Four Generations"...
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Web site: www.keepingthepeople.com
Copyright, Keeping the People, Inc. 2005. Keeping the People Report is written and edited by Leigh Branham.