Employee Retention: Key 2- Service Company Success

Independent contracting companies in the industries of HVAC, plumbing, and electrical have to constantly balance employee retention, recruitment, and placement.  Retention of great members of an independent contracting team requires focus in two areas of employee need.  First, employees must feel that they are personally valued and individually capable of the job position that they hold.  Secondly, employees must feel that their assets are appreciated and important to the broader whole of the company.  An efficient and strong team dynamic is built when team members feel satisfaction in their ability to perform individual work related to their position as well as the work that they accomplish to reach the overall goals of the company.

In this post, we will focus on the second key to employee retention, which is companywide success.  We will outline this key of employee retention by studying an interesting quote by author and speaker, Stephen Covey; “An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.”

1. Personal “knowledge and skill” that leads to organizational success- Before success and achievement can come to any organization or individual, that person must have the knowledge, skill, and understanding of how to do their job effectively and efficiently.  If an individual feels that they constantly failing at the “in’s and out’s” involved in their job then they will get discouraged quickly and may quit before they or the company ever know or see their full potential.  This is where technical training, service training, and sales training come into play for an independent contracting company.  When an employee is properly and thoroughly trained for whatever they may face in their job, they will better know how to handle situations and work smarter.  When an individual feels that they are capable of success in their job they are more likely to have an attitude and mentality that is geared toward success, learning, and growth which benefits the employee personally as well as the company as a whole. 
2. Personal “desire” that leads to overall organizational success-When an individual feels capable and competent in their job there will naturally be an increase in confidence and a desire for further experience and advancement.  When an individual has a desire and drive to grow in their job, then leaders in the company need to encourage their team member’s momentum and embrace that member’s personal motivation.  When a person has true personal desire and motivation, they set themselves up for personal success on sales calls, service calls, and company promotion which in turn reciprocates company success in sales, leads, retention, and positive marketing and company publicity.   
3. Individual “opportunity” that leads to company success-When a service team member has the skills and knowledge necessary for their job and the desire and drive to achieve success then they will be presented with more company opportunities to achieve personal success as well as company success.  When an employee works hard to improve their customer relation skills, sales skills, and service skills then they will naturally begin to achieve greater closing rates in the field.  When a service tech or sales tech is consistent and confident in the field then they are likely to get more opportunities to go on service or sales calls.  When an individual is presented with opportunities to prove their skill, knowledge, and drive in the field then the service company also benefits from and internal company success. 

It is a reciprocal process; a company must first invest in the skill and knowledge training of a team member.  When the employee’s success momentum increases and they begin to have a desire to increase their experience in the field, then their company will present them with more opportunities for success.  Personal success of an employee is also companywide success just as companywide success translates into individual employee success.  Independent contracting companies must pause every now and then to reevaluate their company’s “cycle of employee and companywide success.”  If you want guidance on positive employee retention or skill and knowledge training then give Service Excellence Training a call today, because here at Service Excellence Training, we turn learning into earning! 

-Resource curated by Whitney Stewart of Service Excellence Training.