This employee retention speaker and employee retention author had to stop at the pharmacy to pick up a prescription yesterday. As always, I chat with the regular pharmacist that is always on duty. Yesterday, she looked frazzled and frustrated so I asked why. She proceeded to tell this employee retention trainer that they normally have a pharmacy assistant on staff so that someone can take calls and deal with some of the myriad of issues that come up. Unfortunately, her bosses’ boss decided that one was not needed. Why? Nobody knows!
As we got talking further, her frustration became evident to this employee recruitment expert that her bosses’ boss doesn’t have a clue as to the volume and the nature of things that this location deals with. He hasn’t been to the location in years and doesn’t see the activity that goes on. Also, had he had the inclination to ask the people working in this location for their thoughts to learn more. This is an ongoing problem that I see all the time. Ironically, he was a pharmacist at one point in his career but somehow lost touch with what goes on in the trenches and what his people are experiencing. Then, he makes decisions without checking things out. The sheer lunacy of this would be evident with 30 minutes of observation.
All too often, decisions like this one, unless reversed will result in this pharmacist looking for another job or getting so frustrated that she becomes actively disengaged. If they are lucky, she will get another job because the damage that an actively disengaged person in this role could cause is tremendous.
Employee retention strategies are simple in many cases. All the bosses’ boss has to do is to ask for the pharmacist’s thoughts on the headcount issue or get out of his office for a half day and observe. Or better yet, get out of his office, observe, AND ask the pharmacist for her thoughts while he is observing. Instead of looking like he is clueless, uncaring and out of touch he will look like a great boss that cares enough and respects his people enough to get their input. This would be a plus for employee retention and not the negative it will probably be. If this leader would employee the C.R.A.P. approach (Caring, Respect, Appreciation and Praise) he would look like a star!