Getting suggestions from staff by way of pulse surveys, worker engagement software program, annual surveys, 1:1’s, and many others has turn out to be increasingly well-liked with every passing 12 months. Many extra firms are actually additionally accumulating suggestions from candidates all through the recruiting course of.
Whereas accumulating suggestions is a necessary a part of agile PeopleOps, there are giant potential drawbacks to accumulating worker suggestions that HR groups want to concentrate on.
One loud voice
Years in the past, Southwest airways had a buyer they dubbed their “pen pal.” After every flight, this buyer would write a criticism letter.
She did not like the shortage of assigned seating, no firstclass, no meals, unusual boarding process, and many others.
It obtained to the purpose the place the shopper relations workforce bumped these missives as much as the CEO. Fortunately, this govt was shrewd sufficient to rapidly write again “Expensive Mrs. Crabapple, we are going to miss you, Love Herb.”
What Southwest realized is that this extraordinarily loud and important voice was not a robust sign for the way they need to change their product providing.
In truth, lots of the criticisms of the Southwest expertise had been what made them differentiated (in a great way) from their competitors. These traits led to increased profitability, a stronger model, and higher service for a sure kind of buyer.
It is a clear reduce case the place taking suggestions, regardless that it was delivered constantly and zealously, would’ve been disastrous.
Suggestions of 1 in HR
Our HR and recruiting groups have all gotten their share of zealous suggestions. It might even be constant from a “crabby” hiring supervisor, candidate who’s been by the method a number of occasions, and possibly a handful of staff who’ve the identical gripes.
Whereas we will not be as curt because the CEO of Southwest when coping with colleagues or candidates who may damage our employer model, it is very important acknowledge the place there’s a sturdy sign to alter, and the place there’s merely noise.
A great way to handle the individuals facet of suggestions is to:
- Thank the giver of suggestions and allow them to know it’s heard
- Allow them to understand how your workforce processes and implements suggestions – perhaps it is a Trello board that you just evaluate quarterly and implement the highest X issues, and many others.
- Allow them to know if there was different individuals who have had this related suggestions or if that is the primary and you will be “looking” for others who share that opinion
- Comply with again with them when/whether it is applied
Whereas worker engagement instruments and the like could be wonderful methods to assist evolve your group’s Individuals and Recruiting operations, clearly this generally is a slippery slope.
We have all had our share of outlier suggestions, however whereas we need to make everybody glad, typically it simply wasn’t meant to be.
Nevertheless, this “unfavorable” suggestions can shed deeper mild on who we’re (that we do not need to repair), and in some circumstances may even be nice advertising collateral as Snowbird discovered.