There is an often-heard refrain among business leaders when talking about the process for hiring great people who become part of the team for the long haul: “attract / recruit / retain.” Too often, most of the effort goes into the recruiting activities. In fact, many companies treat hiring as a complete activity with its own success metrics. But that kind of thinking risks ignoring the importance of keeping new hires with you. Even “onboarding” when thought of as a one-time effort runs the same risk.
Think of it from a salesperson’s point of view. It is a lot easier to sell your services to existing clients than to find brand new ones. Many companies see about 70% of their sales going to existing long-term customers, and this really makes sense. Why work so hard to get a sale and then forget to focus on keeping them happy?
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