Spayse were approached by a small restaurant chain that had an issue with its retention of staff. Despite salaries being better than many of its competitors, the chain of 4 independently branded restaurants had a staff turnover of 88%. The Company MD also expressed an issue with losing some good managers in a short space of time.
Initially we carried out what we call a Spayse Scan; where we spend time with a company to understand and investigate processes, staff culture and issue management. In this case we spent 4 days onsite at all the restaurants.
During this time, we carried out many tasks, from spending time with board members, line managers and line staff to interview them and probe into their world. We analysed the business to get under the skin of processes such as interviewing techniques, hiring methods, how they make job offers, training, and how they onboard new staff. We also carried out an extensive engagement survey with the entire company.
Following this, we recommended and then implemented many new processes. We also carried out some much-needed training with line managers.
Our recommendations included things such as: new job template management, job description design, recruitment process management, recruitment process re-design, diversity training, interview co-ordination, onboard management, competency interviewing coaching with board and hiring managers, competency-based interview design for all roles and appraisal and one to one training and processes.
The impact was immediate – with just two leavers the following month after implementation. Over the course of the following 6 months attrition continued to be stemmed – dropping down to a turnover average of 32%.
This has had a positive impact on the moral of the company, as well as company profits, as they were up 30% year on year. It’s also had a positive impact on all the restaurants Google reviews – the out of 5 averages for the restaurants before we implemented new processes was 4.1, which moved to 4.6 a year on.
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