The Situation
For years, a national retail provider was “bleeding with high staff turnover” that plagued company sales and growth trajectory.
Indicative of the retail market, it was commonplace for A Wireless to experience between 60 and 70 percent turnover amongst its sale associates.
Company leaders knew a change was necessary and that they needed to “re-aim the culture,” where change and self-improvement practices would be applauded.
As A Wireless started to expand and grow on a regional and national level, company leaders said they began to think differently about their approach to recruitment.
“I think the climate was right for trying something like this in our selection process,” said Jeff Huffman, executive director of HR and training for A Wireless.“Behavioural assessments were just one of the spokes on the wheel that helped limit turnover.”
The Solution
Through working with a coach, assessments and Job Benchmarking tools were introduced to company leaders to reassess hiring and retention practices.
“The company was very energized about being able to make a difference in specific bottom-line indicators,” the coach said.
The Results
Within two years store leader turnover numbers have decreased by 74%.
Meantime, through the use of DISC and other Behavioural Assessments district leader turnover also decreased during the same period, with just three people leaving the retailer.
“It’s almost unreal how well it worked,” the coach said of the significant turnover decrease. “We’ve absolutely impacted their entire hiring process using our benchmarking tools.”
More Results
The coach explained the company-wide initiative to introduce assessments began at the district leader level, as company executives wanted to develop policies around strategic hiring practices, with the expectation of hiring people who would want to stay on with A Wireless. Unlike others in the retail world, there was immediate buy-in from the top.
“They kind of call me the ‘turnover doctor,’she said. “It really was a joy to watch the enlightenment (grow) within the ranks of the organization as time moved forward.”
The Ah-Ha Moment
Huffman, who has an HR background, said using DISC and other Behavioural Assessment tools helped shape how A Wireless approached its interview process, eventually leading to better overall selection.
He said plans are in place for continued use of Behavioural Assessments to remain in place in the company’s selection process.
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