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The service industry is experiencing significant changes today, driven by technology and evolving customer expectations. Companies are prioritizing customer experience and adopting real-time, automated services to meet the growing demands for seamless, omni-channel support.
According to Zendesk63% of firms are now placing greater emphasis on improving customer support. Predictive maintenance and advanced technologies resembling AI and VR are improving service delivery, while sustainability and social responsibility are becoming key to engaging consumers. With all of those changes, firms are facing challenges in hiring and retaining expert employees amid economic pressures resembling inflation and supply chain disruptions.
Developing a workforce in a specialized field like pool services comes with its own set of challenges. The unique nature of the service industry requires employees with specific technical skills and a customer-centric mindset. At GL Pools, we’ve faced these challenges head-on and discovered that the keys to overcoming them lie in 4 areas: effective recruitment, comprehensive training, strong worker retention, and cultivating a supportive company culture.
Weeding out bad candidates
Recruiting talent in the pool services industry is no easy feat. We have found that the biggest challenge is finding individuals who not only have the technical skills but also the reliability and customer focus needed to do the job. To combat this, we implement a rigorous screening process to be certain that candidates meet our high standards. We have also created a training program to help our recent employees learn the business.
Retaining expert employees is essential to maintaining high standards of service and ensuring business growth. Many of our greatest technicians have been with us for years, thanks to our supportive company culture and clear opportunities for profession advancement. We recurrently review performance and rejoice worker achievements, which helps keep our team motivated and engaged in their roles.
Creating a motivating company culture is key in the area of interest service industry. We achieve this through structured training, team building activities and regular opportunities for profession advancement. We consider that a supportive culture is key to worker satisfaction and performance and we prioritize regular recognition and rewarding of worker achievements.
Based on my experience, here are five effective ways area of interest service entrepreneurs can higher scale their workforce:
1. Invest in ongoing training
Develop a training program that features technical and customer support skills. Make sure recent employees understand the company’s values and expectations. Be sure to recurrently update the training program to include recent techniques and technologies. Comprehensive training programs are essential to equipping employees with the vital skills and knowledge.
At GL PoolsWe created GL University, a two-month intensive training program that provides customized, ongoing development focused on technicians’ strengths and passions. Effective training is key to ensuring employees are well-prepared to excel in their roles. Our GL University program covers all features of pool maintenance, from diagnosing problems to implementing solutions. This program equips recent employees with essential technical skills and emphasizes the importance of customer support and reliability. This investment also improves service quality and builds worker confidence and competence.
2. Create clear profession paths
Providing clear profession advancement opportunities helps retain expert employees and motivates them to do a good job. Regular performance reviews and clear paths for growth inside the company are essential. For example, technicians at GL Pools can advance to different levels based on their skills and experience, encouraging them to stay and grow professionally.
Clear profession paths give employees goals to work towards and a sense of direction. This motivation leads to higher retention rates and a more expert workforce. Develop a clear framework for profession advancement, including the skills and experience required at each level. Above all, ensure to clearly communicate these paths to all employees.
One company that does it well is Deloitte. Employees have well-defined profession paths that include opportunities for advancement, lateral movement, and special projects. This structure helps employees see a future in the company and motivates them to work toward their profession goals.
3. Create a culture of support
Fostering a company culture that values and supports employees is paramount to ensuring they feel motivated and valued. This includes creating a positive work environment, recognizing and celebrating achievements, and providing support for each skilled and personal development.
A supportive culture leads to greater worker satisfaction, increased loyalty, and higher overall performance. A study by the American Psychological Association found that 93% of employees who feel appreciated are motivated to do their job to the better of their ability, emphasizing the importance of effective training programs and recognition of merit.
Start by creating a positive work environment through team building and open communication. Regularly recognize and rejoice worker achievements. Provide opportunities for skilled and personal development.
4. Make sure the values are aligned
Recruiting individuals who align with the company’s values and mission ensures a cohesive and committed team. During the recruitment process, we prioritize candidates who not only have the vital skills but also share our commitment to excellence and customer satisfaction. This alignment ensures that everybody is working toward the same goals and strengthens team cohesion. This cohesion leads to a more productive and harmonious work environment.
To make sure you find recent employees with aligned values, clearly communicate your organization’s values and mission during the hiring process. Look for candidates who reveal a passion for these values, incorporating values-based interview questions to assess alignment.
One company that does this well is Patagonia. The outdoor apparel company recruits employees who are passionate about environmental activism, which aligns with its mission to protect the planet. This alignment has created a dedicated and passionate workforce that features some of the lowest turnover in the world.
Growing a team in a area of interest service industry like pool maintenance is a daunting task. However, by implementing these strategies, entrepreneurs can build a strong, experienced team that drives business growth and maintains high standards of service.