As the world emerges from the economic downturn associated with the COVID-19 pandemic, a new challenge for business has emerged and it’s being called “the Great Resignation.” Workers, particularly Gen Z and Millennials, are handing in their notice, often before securing other jobs.
Interestingly, the reasons workers are citing for leaving their positions are often more about work culture and mental health than about salary. A modern Queue Management System (QMS) that allows clients to join a virtual queue using their mobile devices can help with that.
Disgruntled customers may be causing staff turnover
When customers wait for half an hour or more in a physical lineup, even those with the sunniest dispositions can become frustrated, and all too often they take those frustrations out on your staff. Over time, that takes a toll on your employees and can lead to staff turnover, which disrupts your operations and costs time and money when you have to find, hire and train new staff members.
A solid QMS like WaitWell will deliver customers to your service counter who are already pleased with the level of service, before that service even starts. Why is that? Because they have used their waiting time to buy groceries, call a friend, work or just relax, instead of standing in a physical lineup wondering how long they will be there. Waiting in a lineup is frustrating and frustrated customers mean unhappy staff members.
Millennials and Zoomers expect digital transformation
One thing that the Gen Z and Millennial generations have in common is that they live on their phones and they expect to see digital solutions wherever they go. Not only that, but they want to connect with the values of the organization that they work for, and digital transformation is part of their collective values system. So organizations that use digital technology and mobile integration, like the virtual queue solution provided by WaitWell, are going to have an easier time keeping those younger workers, compared with organizations that rely on older systems like physical lineups and paper ticket systems.
Happy staff feel connected – especially those Gen Z workers
One salient feature of the Gen Z set is that they crave connection. They want to feel connected with their co-workers and customers and they want that communication to be seamless. A digital SMS should provide two-way communication between the organization and its customers. WaitWell allows customers to text the service provider and to receive instantaneous SMS notifications in return. With WaitWell, the service provider can also text all customers in line to keep them informed about developments. This is especially useful in the case of a service interruption. Old-fashioned and inefficient systems can drive younger workers away, and they may be taking customers with them.
Workers want to feel qualified to do their jobs
Nobody enjoys being thrown to the wolves at work. In fact, inadequate training is a common reason that workers cite in exit surveys after they give notice. We all want to go to work and feel prepared to do a good job so that we can contribute to the goals of the organization and provide a useful service to customers. A good QMS system doesn’t just keep a lineup organized, it is also a management tool that provides the organization with key data around service delivery times, wait times, idle time and much more.
While older workers may expect a formal annual review, many workplaces are moving more toward frequent, informal “chats” to provide timely feedback on performance. WaitWell’s industry-leading Dashboard, Reports and Analytics gives management unprecedented insight into service delivery and the customer journey, allowing managers to provide useful feedback to staff and to identify where further training may be required.
Innovative staff want to work for innovative companies
It just makes sense – top talent seeks out cutting-edge organizations to work for. Technical tools that are cumbersome and hard to learn may drive away workers, but tools that are easy to learn and add value for customers and for the organization attract the best and brightest. In a recent survey, 100% of staff indicated that they were able to learn how to use WaitWell in 30 minutes or less, and 93% reported that they needed 10 minutes or less. So while a cutting-edge QMS like WaitWell may attract early adopters, it’s also unlikely to drive away less tech-savvy workers, so it’s likely to have a net positive effect on staff retention. If you are interested in learning about how a digital Queue Management System can help your organization to optimize efficiency, give customers a better experience and reduce staff turnover, reach out today through our website to book a demo.