The Stay Interview

A Manager's Guide to Keeping the Best and Brightest

Richard Finnegan

• Publisher: AMACOM
• Year: 2015
• Print ISBN: 9780814436493
• eBook ISBN: 9780814436509
• Topic: Business
• Subtopic: Decision Making
• Index: Business

Of all the obstacles and surprises managers know are heading their way each day, the one they least anticipate and prepare for is the resignation of a seemingly happy and extremely valued employee. It's the cement truck they never saw coming their way--but they could have.This invaluable resource introduces managers to a powerful new engagement and retention tool that they absolutely must begin utilizing ASAP: the stay interview. Smart companies and managers who have realized the importance of being proactive with their employees and not taking anything for granted have begun conducting these periodic reviews in order to discover why their important talent might leave and to solve any problems before they actually quit.Written by the retention expert who pioneered the process, The Stay Interview shows managers how to: • Prepare for the stay interview• Anticipate an employee's top issues• Respond to difficult questions• Listen effectively and dig deeper• Craft a detailed and effective stay plan complete with timeline• Assess each employee's level of engagement, predict potential exits, and communicate results to upper managementWhen you have the right people in place, you can't risk losing them. Complete with the five best questions to ask and sample scripts for different situations, The Stay Interview provides the key to saving yourself unnecessary headaches and surprises.

CHAPTER 1

The Stay
Interview

* * *

The concept of stay interviews seems way too simple. Is it really possible to improve your team’s engagement, retention, and productivity just by asking employees what you can do to make their jobs better?

The answer is “yes” because stay interviews address the two great crises facing business today simply, cheaply, and where the crises originate.

According to the Bureau of Labor Statistics, the number of employees who voluntarily quit is increasing sharply each year,¹ while Gallup finds that since 2000 employee engagement levels in the United States have hardly budged, and they were dismal to start. Seventy percent of American workers are not engaged by their jobs, and 18 percent are actively disengaged. Only 30 percent are engaged, which means that more than twice as many people are committed to avoiding their work as there are committed to doing it.²

To combat these disastrous trends we will soon be spending, according to a third study, $1.5 billion each year on top of the other billions we have already spent.³ These dollars are poured into well-intentioned initiatives such as Career Day, Employee Appreciation Week, town hall meetings, better newsletters—all the scattershot, impersonal things that corporate imagines will make companies better.

However, when was the last time you heard a really good worker say, “My boss treats me like dirt, but I’m holding on for Employee Appreciation Week. I’ll get a balloon and a hot dog and I’ll be stoked for another year”?

The trouble with these programs is that they are implemented above and around each employee’s direct supervisor, and the data has long been clear and conclusive: The primary reason employees work harder and stay longer is a good relationship with their direct supervisors.

As one-on-one meetings between leaders and both newly hired and continuing employees, stay interviews reinforce good relationships, forge new ones, and help repair those that are strained. On that small foundation great companies are built.

What Are Stay Interviews?

To know what stay interviews are, it is important to note what they are not.

• They are not team meetings or focus groups. They are private, individual meetings with each employee.
• They are not conducted by HR because supervisors are “too busy.” They are conducted by direct supervisors, who must own their talent.
• They are not intended to craft development plans. They aren’t based on the assumption that all employees want to grow. And they don’t prioritize professional growth over schedules, colleagues, input, and other aspects of work. They reveal what is important to the employees and how their desires can be satisfied.
• They are not focused on job performance. They are aimed instead at making employees’ work lives more rewarding and comfortable.
• They are not something faddish to be done occasionally. They are a management priority conducted on a specific schedule with required follow-ups.

Consider the processes your company employs to help you manage your team. Do these processes actually improve engagement, retention, and productivity or do they simply clutter your relationships? Do they provide the most direct way to identify and solve productivity obstacles? Do they consider your employees’ points of view? Think about:

• Performance reviews, during which employees wonder if they’re being treated fairly and managers dread giving uncomfortable feedback
• Engagement surveys, from which we get scores for our teams, assume they all think the same way, then guess at the correct solutions
• Exit surveys, from which we learn how we could have kept an employee, based on the assumption that the employee has told the truth
• Management training classes, the so-called soft skills training, where techniques seem easy to apply until we slide back into the reality of our jobs and working with real people
• Rounding, or management-by-walking-about, which is based on the idea that superficial, “How’s it going?” chitchat will inspire the troops

These processes might get you some insights into the source of problems you can act on before it’s too late, but that’s not what they’re designed to do. Stay interviews, on the other hand, will enable you to get at problems immediately, surgically, and comprehensively.

What’s in It for You?

It is easy to argue that by implementing stay interviews your organization will perform better, your executives will shine, and your board will be pleased. The best reason for implementing them, though, is for your own happiness both now and for the rest of your career. Let’s be selfish for a minute and think about the benefits of stay interviews to you as a manager:

• You are accountable for producing work that is measured in numbers that you must achieve.
• Your main method to achieve these numbers is to get more productive work from your team.
• Your achieving these numbers consistently, year after year, puts you in position to retain your job and get promoted to a higher job.
• Your achieving these numbers consistently also positions you for even better jobs with other companies.
• Your failing to achieve these numbers, though, reduces your chances for better jobs and increases your chances of losing your job.
• And besides, winning at work makes you happy. Gallup has begun a survey of the world that will last one hundred years in order to learn what makes people happy, and the leader after the first six years is “a good job.”⁴
• Work happiness leads to life happiness, too, whether in the form of better relationships, better vacations, or just knowing your life is stable.

Stay interviews don’t just make more satisfied employees. They make more satisfied managers, too.

What Traits Do Stay Interviewers Require?

Just one: trust. Organizational psychologists have dug deep into the reasons why employees perform better and stay longer, and they’ve found that you win because they trust you. Think of peer managers in your company who build trust with their teams versus those who do not; what good behaviors do the former have as a result, and what poor behaviors do the latter have? Or contrast the best boss you’ve worked for and the worst. It’s a sure bet that you trusted the best and not the worst, which enabled you to accept the shortcomings of the best while you were blinded to the strengths of the worst.

Stay interviews are the ticket to trust-building because they are delivered from the heart. Asking employees how you can make their jobs better comes with no strings. You are not there to talk about their job performance or what happened last week but instead to talk about them. How inspired would you be if your boss said: “I cannot do everything but I will do whatever I can . . . and I will stretch my creativity and push upstream if necessary to support any smart, useful idea if it makes you more engaged in your work and you stay here longer.”

Even saying “No, I can’t” during a stay interview builds trust because you’ve listened to, considered, and weighed every alternative before delivering that news.

The benefits of trust to a company are easily measurable. Fortune’s list of The Top 100 Companies to Work For is published each February, and the best companies are touted for their wellness centers, strong benefits, and other perks. The fine print, though, reveals that the rankings are weighted mostly by how much employees trust their managers. Not surprisingly, the publicly traded companies on this list see their stock prices grow threefold higher than the stocks of companies not on the list. Trust leads to profits.⁵

What Stands in My Way?

Time. I’ve coached thousands of managers to conduct stay interviews and the single difference between success and failure is whether those managers invested the time to conduct stay interviews effectively.

Those who win with stay interviews schedule them on time and build the best possible stay plans they can. Those who are fated to lose say something like:

• “You just don’t know how many meetings I have and the deadlines on my plate.”
• “We have survey data. Isn’t that enough?”
• “I run a really strong team meeting each month and I’ll ask the questions there. That’s the best I can do.”
• “Shouldn’t HR be doing this?”
• “I have too many direct reports to have more meetings.”
• “Let’s tack these questions on the end of the performance review since we already have the employee in the room.”
• “Shouldn’t employees be in charge of motivating themselves?”
• And they’re probably also thinking: “My boss never talks about my turnover rates or engagement scores so why should I care?”

You’ve chosen to read this book so I know you’ll invest yourself wholeheartedly. Besides, you would never treat your customers with excuses like the ones above, and certainly your employees are as important as your customers if not more so.

Why Not Ask?

From the treetops, stay interviews put you in command. They are the primary tool to use to learn why your employees stay or might leave, what you can do to improve their happiness and productivity, the destinations they have in mind for their careers, and the degree to which you can count on them for the long term. As managers we get only so many positions, so many “chairs” to fill with people, i...

Table of contents

• Cover Page
• Title Page
• Copyright Page
• Contents
• 1. The Stay Interview
• 2. Preparing to Conduct Stay Interviews
• 3. Four Essential Skills
• 4. Managing the Exchange
• 5. Developing Stay Plans
• 6. Closing and Forecasting
• 7. Avoiding the Thirteen Stay Interview Traps
• 8. Experienced Managers Tell Their Tales
• 9. Based On a True Story
• Index