A. Rachel Clacher writes:
Attracting and retaining the best possible employees should be your top priority. When we set up Moneypenny, the only business model for companies offering telephone answering services was a call centre with all that traditionally includes: targets, wall boards, timed breaks and ultimately high staff turnover. But we knew operating in this way would not foster the client-centred approach we wanted. We have a deliberate and proactive policy of caring for staff and investing in their development, because contented staff equals happy and loyal clients, as well as a great and positive atmosphere to work in.
I would advise you to choose staff for their ‘can do’ attitude rather than their skills. You can always train someone, but you can’t change their attitude. While this principle may seem more applicable to junior roles, the premise is important in all cases.
Once you have a good team in place, look after them. Staff must feel their job is meaningful and valuable, and that they have the support of the senior management team. On top of remuneration and holidays, consider other benefits. It’s not the most expensive things that make a difference, but the most thoughtful ones.
Our staff benefit from ‘Bad Hair Days’, where they take days off for important events without eating into holiday entitlements. We also provide interest-free loans, cash-back health plans, team lunches, recruitment and wellness bonuses, eye tests, a Christmas saving club and life insurance.
But it’s not just about benefits. We soon realised our staff wanted to be challenged in their jobs and be responsible for their own destinies. To that end we offer clear career progression, a choice of training courses and, most importantly, self-regulated teams. While we couldn’t offer all these things from day one, we have always known what we aspired to, and this has given us clear goals as the company has grown.
If you can create a supportive, positive atmosphere, you will also benefit by recruiting staff via recommendations. We have not had to advertise for any PA positions for more than four years.
Rachel Clacher is the co-founder of Moneypenny, which provides telephone answering and outsourced reception services to businesses of all sizes.
www.moneypenny.co.uk