What Happens When Good People Leave? on the Customer Support Leaders podcast

Charlotte Ward and I got back together to talk about the Great Resignation and how to handle things when good people leave your team. Some key thoughts:

  • With the Great Resignation, many folks are switching jobs
  • Prepare by taking account of the state of your team
    • Get a feel for who is looking and why they’re thinking about leaving
    • Know where you have knowledge siloes
    • Understand the true “market value” of each role and your cost for replacement
    • Shore up folks who are essential to operations
    • Coach folks with performance issues and help them get better or exit them from the organization
  • Dial-in your hiring/onboarding process
  • Communicate with your team
    • When someone leaves others will be unsettled; answer their questions with candor and transparency
    • Be happy for the leavers in their new careers
    • Share hiring/backfill plans and give frequent updates
    • Show you’re listening and responding to feedback

As always, there’s a lot more content in the podcast; check it out here!