Testimonials

An unhappy man and text reading "How Employee Turnover Affects the Customer Experience"

How Employee Turnover Affects the Customer Experience

How Employee Turnover Affects the Customer Experience 1016 528 Sprockets

Business managers and human resource professionals must fully understand the effects of employee turnover. It disrupts scheduling practices, causes productivity slips, hurts company morale, wastes valuable time, and costs money.

However, one of the most significant consequences is the negative impact employee turnover has on customer service. The loss of long-term, top-performing employees means the loss of leadership, institutional knowledge, and rapport with customers. Experienced and seasoned employees, who understand the needs of customers, are in a better position to serve them.

The Effects of Employee Turnover on Customers

They Feel Less Valued

Businesses of all sizes should understand how employee turnover affects the customer experience. Whether it’s greeting them by name or knowing their favorite order, customers feel valued when employees understand them and their preferences. However, they can easily feel undervalued or unappreciated if there are always new employees at your location who lack the information or time to go above and beyond like this.

They Get Impatient

Employee turnover can lead to a loss of efficiency and productivity. New employees need time to understand a company’s business policies and procedures, how to solve problems, and meet expectations. Customer satisfaction depends on fast and friendly customer service, and it can be compromised by errors, repeated questions, or delays.

They Don’t Return

Repeat customers can significantly increase the ROI and reputation of your business. They provide you with consistent income and become loyal supporters, recommending your company to several other potential consumers. However, employee turnover can damage customer loyalty and even prevent people from becoming repeat visitors. A customer who receives poor service due to negative workplace culture or overloaded employees resulted from turnover might never come back to your store after an initial purchase.

How to Improve Retention and Customer Satisfaction

A waiter providing good customer serviceIt’s crucial to hire the ideal applicants to mitigate the negative effects of employee turnover. Many successful businesses use pre-employment assessments to screen applicants and make the right hiring decisions.

That’s where Sprockets comes into the equation. Our AI-powered hiring solution predicts an applicant’s likelihood to succeed and stay long-term based on the success profile of your current top-performing employees. Numerous franchisees across a variety of industries have reduced costly turnover with Sprockets. You could be next!

PEO Customer Testimonial: Propel HR

PEO Customer Testimonial: Propel HR 150 150 Sprockets

As President of Propel HR, an HR outsourcing and PEO company based in South Carolina, I am surrounded by small businesses and human resource professionals every day. I understand their pain points and work relentlessly to assist them with technology, advice, and other HR services. One of the greatest problems that companies face today is hiring the right people. Sprockets first approached me via a mutual connection. As they first presented the technology, I was curious to see if it would work. How could they build a personality profile based on 100 words?! So, I had them run a full analysis on my 29 operations employees as a test. … and Sprockets passed with flying colors.

I remember saying out loud while reading the report, “this is very much the culture around here”. Sprockets was able to measure our core values, needs, and collective traits. I beamed at the results and said “spot on” five or six times during review. The technology accurately measured the performance level of 29 out of 29 (100%) of my employees… all from a nine question online survey!

I immediately integrated Sprockets into our internal hiring process. We now use it as a screening tool to find candidates with the “right stuff” to be successful at our PEO, Propel HR. I have been impressed with the Sprockets technology and look forward to using it for years to come.

Lee Yarborough

 


Get in touch to learn how Sprockets can help your business start making the best hires today. Plus, learn from four more Sprockets customers on why they love our Applicant Matching System!

Restaurant Customer Testimonial: Hall Management Group

Restaurant Customer Testimonial: Hall Management Group Sprockets

I am the Director of Human Resources and Recruitment at the Hall Management Group and use Sprockets as a hiring tool for restaurants. I have been in Operations and HR in the hospitality business for 15 years at companies like the Neighborhood Dining Group and Rays Restaurants.

Service is the most important thing in the restaurant business. At the Hall Management Group, we strive to share distinctive culinary experiences that celebrate Southern culture. Our goal is to always provide a dining experience that entice our guests to stay, enjoy, and come back, time and again. A huge part of that is hiring the right staff. We are known for our service, so we are very selective of who we welcome to the Hall family.

We are currently using Sprockets to hire Managers. The reports have been impressive and useful. It has saved me from extra interviews and bad hires. One example I always use is the time I had a great phone interview with a Manager candidate. Sprockets scored this person as a “red”, meaning they were a poor fit. But I went ahead and invited them to our offices in Charleston for an in-person interview anyway because they had all the qualifications. It took about 5 minutes for me to figure out that the person was a bad fit for the job. With Sprockets, I now only interview and hire people that have the core values, strengths, and needs of our top performers.

I would highly recommend their services to others in the industry.

 Jim Wahlstrom


Get in touch to learn how Sprockets is the go-to hiring tool for restaurants.  Get started with a free account and start making the best hires today. Plus, learn more from four more Sprockets customers on why they love our Applicant Matching System!

Executive Recruiting Customer Testimonial: DHG Search

Executive Recruiting Customer Testimonial: DHG Search Sprockets

As the President of DHG Search, we help clients recruit top talent in the Executive, Accounting/Finance, and IT space across a range of industries that include manufacturing, dealership, construction, real estate, and healthcare markets. We work with a broad range of clients spanning from small to fortune 500 companies. We have a large client base in the Southeast but have served clients in over 20 states. My 20+ years in business and 15+ in the executive recruiting space has provided with a career filled with learning.

I first met the Sprockets team after being introduced by our trusted partners at ADP. I instantly saw the technology as a way to differentiate ourselves from our competitors. I imagined using Sprockets for our clients we could run external Sprockets analyses to make better placements. The idea of matching talent that we source to our clients cultures is very appealing!

Before using the software with our clients, we engaged with an internal test. After sending out the survey to the team, Sprockets accurately predicted the performance level of 14 out of 15 employeeswithout any resumes, performance reports, or meetings. I couldnt believe it! Once I dove into the results, I was amazed by the accuracy of the report, especially the individual personality assessments. The assessment helped us validate an area for an individual that would help us guide a new hire to a higher level of review and performance because of the intel gathered through the score. We also used the assessment to validate a candidate that we ended up hiring as the score helped give us additional data points needed.

I immediately had clients in mind that will benefit from the Sprockets technology paired with our Executive Recruiting tactics. The team at DHG Search looks forward to staying in touch with Sprockets and building a long term relationship!

Brad Ledford


Get in touch to learn how Sprockets can help your business start making the best hires today. Plus, learn from four more Sprockets customers on why they love our Applicant Matching System!

4 Reasons Why Clients Love Sprockets

4 Reasons Why Clients Love Sprockets Sprockets

We know that Sprockets’ predictive hiring assessments can help your business, but don’t just take it from us. Hear from our current customers on why using Sprockets is worth it, plus the different use cases!

 

1. Analyze Applicants Faster

“One example I always use is the time I had a great phone interview with a Manager candidate. Sprockets scored this person as a “red”, meaning they were a poor fit, but I went ahead and invited them to our offices in Charleston for an in-person interview anyway because they had all the qualifications. It took about 5 minutes for me to figure out that the person was a bad fit for the job.” – Jim W.

 

2. Additional Data Points

“We sent a simple survey to our employees and then Sprockets delivered their final report. From the information that was provided, they created nearly 2,000 data points!” – Rybicki S.

 

3. Career Pathing

“I found the most value with their career pathing functionality. Sprockets was able to determine 1) which employees didn’t mentally fit their current position and 2) where they should be moved to. This data saves our company money in training and turnover costs. Instead of firing a bottom performer and retraining someone else, we can simply move them to a position where they have a higher probability to succeed.” – Nicole B.

 

4. Cultural Insight

“I remember saying out loud while reading the report, ‘this is very much the culture around here’. Sprockets was able to measure our core values, needs, and collective traits.” – Lee Y.

 


Make better hiring decisions with Sprockets’ predictive hiring assessments.