The Connection Between Business Success and a Culture of Caring, Part 7

Attracting and retaining labor is difficult.  In a tight labor market, it’s even more challenging.  And to hire top talent who can really transform a company, HR must offer something more.  It’s not enough to just do the basics like salary and typical benefits.  The most qualified candidates will interview the companies that are recruiting as much as the company is interviewing the candidates.  Candidates want to see that the employer will invest in developing the employee as much as the employee will invest in growing the company.  What does that look like?  This includes offering such perks as:

• Cross-training
• Mentoring
• Coaching

Employees love these perks.  But, aside from being able to attract, hire and retain talent, do those perks benefit employers at all?  Actually, they do.  Simon Sinek explained why in his book Start with Why that “when employees feel supported and challenged, they are more likely to give their best work.”  Indeed, here’s how cross-training, mentoring and coaching benefits employers.    

How does Employee Cross-Training benefit Employers?

Cross-training is one of those activities that’s as good for the goose as for the gander, as the saying goes.  Employers and employees alike benefit from cross training.  It’s good for employees for the obvious reason that they become more skilled and valuable in the marketplace.  The more a person knows how to do, the more they are worth.  But there are several reasons why employers might also want to cross-train their staff.  For the employer, cross training:

• improves Efficiency and Productivity – Cross-trained employees can cover for each other when someone is absent, which can help to keep the business running smoothly. They can also take on new tasks and projects as needed, which can help to free up other employees to focus on their core responsibilities.  Having “Utility Players” who can jump into any open spot as needed ensures a company can deliver as promised on time.
• improves Customer Service – Cross-trained employees understand the customer journey better and can provide more comprehensive support. They can also answer customer questions about products and services that they may not normally handle.
• reduces Costs – Cross-training reduces the need to hire additional employees to cover for employees who are sick, vacationing or on leave.  This saves employers from having to recruit and staff extra employees who may be underutilized part of the year and also reduces the cost of training those new employees.
• improves Employee Morale and Satisfaction – Cross-training helps employees feel more valued and appreciated and gives them an opportunity to learn new skills, advance their careers and possibly find other jobs that are an even better fit for their talents.

Real World Examples of Cross Training that Benefits Employers and Employees

There are companies that take their employee cross-training seriously. 

Zappos is an online shoe retailer known for its excellent customer service. One of the ways they achieve this is by cross-training employees in all aspects of the business, from customer service to shipping and receiving. Zappos’ employees better understand the customer journey and provide more comprehensive support to their customer base as well as internal customers.  Zappos was acquired by Amazon for $1 Billion, in part for this very reason.  Cross Training helped staff eliminate any hesitation or second thoughts their customers might have about buying shoes online.

The Home Depot is a mega home improvement retailer that also cross-trains their employees extensively.  This type of training allows them to help customers with a variety of Do-It-Yourself home improvement projects, regardless of the department where they work.  A cashier, for instance, might be able to help a customer find the right paint color, or a sales associate may be able to help a customer install a new ceiling fan.

Everyone knows Coffee Connoisseur chain Starbucks.  But not everyone knows that this chain cross-trains their employees so they can work in different roles, from barista or cashier to shift supervisor.  This allows the company to be more flexible and efficient, and it also gives employees the opportunity to learn new skills to advance their careers.  What’s not to love about that?

IDEO is a design firm known for its innovative approach to cross-training staff. They believe employees should be “T-shaped” professionals.  That means they have deep expertise in one area and a broad understanding of all the other areas.  That allows them to think more creatively and solve problems more effectively.  The most creative innovations come from people who can put together random ideas to find new solutions.  T-shaped cross training achieves that.

There are many other companies that are doing this, and it is becoming increasingly common as businesses look for ways to improve efficiency, creativity, profitability, and flexibility.  Oh, and employees love it, too. 

How does Employee Mentoring benefit Employers?

It’s obvious that mentoring is a major benefit for employees.  It broadens their network, provides career guidance and insight and helps employees find opportunities.  But employers also benefit from providing employees with mentoring.  It might seem that a mentoring program just gives leaders and managers more to do, but actually it is a boon for the employer and the management team.  Mentoring not only improves employee development and retention.  It also:

• increases Employee Productivity – Mentorship programs have been found to increase employee productivity by providing employees with skills and knowledge they need to do their jobs more effectively. Having someone to go to when an employee is confused or has questions ensures that the employee gets immediate feedback.  Employees that are more productive help the company achieve its goals.
• improves Employee Morale – Mentorship programs improve employee morale by providing employees with the opportunity to learn and grow.  When employees feel like they are valued and supported, they are more likely to be happy and engaged in their work.
• increases innovation – Mentorship programs have been found to increase innovation by providing employees with the opportunity to share ideas with those who have a seat at the table in important meetings.  It provides them with a channel for their creativity to be heard.  Increased collaboration and brainstorming acquired through mentoring helps companies stay ahead of the competition.

Real World Examples of Mentoring that Benefits Employers and Employees

We don’t have to look very far to find companies that have formalized the mentoring process in their organization. 

Salesforce‘s mentorship program is called “Salesforce Mentorship Match.” It’s designed to help employees connect with mentors who help them learn new skills, develop their careers, and achieve their goals. Mentors and mentees are matched based on their interests and skills, and they can connect through Salesforce’s online platform.

Atlassian‘s mentorship program, named simply the “Atlassian Mentorship Program,” is designed to help employees learn new skills, develop their careers, and achieve their goals. Mentors and mentees are matched based on their interests and skills.  They meet regularly to discuss their work and career goals and open doors for professional development.

What Kind of Employee Coaching do Top Companies offer and How Does it Benefit Employers?

The kind of coaching that companies offer their employees varies depending on the company’s needs and the employees’ individual goals. Some common types of coaching include:

1. Leadership coaching to help rising stars develop leadership skills, such as communication, delegation, and decision-making.
2. Career coaching to help employees define career goals and develop a plan to achieve them.
3. Executive coaching to assist senior-level employees develop their strategic thinking and planning skills.
4. Technical coaching to help employees fill in any technical skills gaps, such as software programming or data analysis.
5. Personal development coaching to help employees improve their time management, organizational and stress management skills so they can manage workload better.

While this seems like a boon for employees, it also benefits employers in a number of ways.  It

• improves employee performance which allows departments to run smoothly;
• increases the number of satisfied employees because they are achieving goals;
• improves company culture by creating a more supportive and collaborative environment;
• increases innovation by helping employees to think creatively and solve problems.

While many would think that Coaching is a perk that only big, global companies can afford to offer, that’s not true.  There are many mid-sized companies that offer employee coaching.  HubSpot is a marketing software company that offers coaching services to its employees through its “HubSpot Academy.” The program offers courses and tutorials on a variety of topics, including sales, marketing, and customer service.  Their Coaching isn’t one-on-one, but it still provides a lot of value to their staff.

To recruit and retain the best, small and mid-sized companies (not just large ones) must push past their comfort zone and offer employees perks that benefit not only the employees but also the employer.  These perks pack a lot of punch to staff and management alike, and – best of all – help with retention.  That’s always a good thing no matter what the job market is doing.

Quote of the Week

A company that invests in its employees is a company that is committed to success.

Jim Collins, author of Good to Great

© 2023, Keren Peters-Atkinson. All rights reserved.

The post The Connection Between Business Success and a Culture of Caring, Part 7 first appeared on Monday Mornings with Madison.