Part I of this series explored why organizations conduct exit interviews and how to ensure they are done well. But if your organization stops there, it means losing out on a valuable opportunity to improve workplace morale and employee satisfaction. In this article, we’ll discuss commonly stated reasons for leaving a job and offer some basic suggestions on how to institute meaningful change based on feedback from departing employees. Failing to take this final, and vitally important, step in the process could possibly do more damage than not having an exit interview process at all.
With employee resignation rates at a historical high, it’s important for employers to view the loss of an employee as an opportunity to learn. By identifying the root cost of a voluntary resignation, employers can gain a better understanding of – and address – issues that may continue to negatively impact employee retention and hiring efforts.
Poor relationship with a direct supervisor: This is one of the most significant causes of employee attrition and impacts even employees who are passionate about the organization’s mission and values. A Gallup study found that as many as 75% of employees left jobs voluntarily because of a bad manager.
Negative corporate culture: According to an MIT study, this a top cause of attrition. Common elements include lack of diversity, equity, and inclusion, disrespectful treatment of employees, and even illegal or unethical behavior within an organization.
They feel unappreciated: a report from Quantum Workplace stated only 43% of departing employees felt valued by their employers. Employees are more engaged and motivated when they know their contributions are valuable to an organization. Feeling appreciated can be completely unrelated to compensation levels or a company’s formal recognition program; and can be as simple as a direct supervisor regularly checking in with employees or providing constructive feedback.
They see little opportunity for growth and development: A lack of opportunities for learning, development, and professional advancement within an organization erodes employee motivation and engagement. Those who are learning new skills have the potential for career advancement and are more excited about coming to work.
Lack of flexible work options or wanting to work from home. By 2022, according to Gallup, 39% of American workers were fully remote—up from 8% in pre-pandemic times. As the pandemic dragged on, workers began to appreciate the value of working from home, reporting increased engagement with their jobs, greater personal wellbeing, higher productivity, and better work-life balance. Now about nine out of ten employees working at least some hours remotely want to continue working home at least part of the time. A survey conducted by Robert Half found that 50% of US workers would rather resign than be required to work in the office full-time.
Burnout and stress, while certainly an issue during pre-pandemic times, have worsened during the past two years of living in a pandemic, fueled by isolation and fears about safety, health, and finances. Working parents and caregivers were suddenly working full-time from their dining rooms while also caring for young children, supervising online school activities, or handling a host of matters that wouldn’t normally interfere with the workday. Though many of these burdens have eased since vaccines became available, employees still struggle after-effects.
It’s important to note that while the employee may state one reason for leaving, there can be an underlying, and far more compelling reason for the employee’s decision to leave. A skilled interviewer can help shed more light in such situations. For example, during a recent exit interview, the individual initially stated he was leaving because he had been offered more money elsewhere. Upon further discussion, however, I learned that the departing employee would never have engaged with the recruiter, had he been allowed to continue working from home. This individual felt less stressed, and far more productive, while working remotely. The employee viewed the mandatory return to office as a statement that he was not trusted and that his work was not valued.
Sometimes the issues that seem relatively minor to an employer are far more significant from an employee’s perspective. An employee might feel unappreciated because the employer seems unwilling to make what the employee views as a small investment in the office environment, equipment, or technology.
Employers often discover that while they think they are doing an excellent job of communicating, employees in the general population don’t agree. Executives are so enmeshed in the organization’s big picture, and their insight and access to information occurs on a much higher level, with the result that they take it for granted that information is reaching everyone. If communications aren’t reaching everyone, people feel disconnected from each other, their purpose, and company’s plans and strategies.
You may be hearing about a previously unarticulated—and significant—concern from an employee during their exit interview—perhaps because they previously feared negative consequences of speaking up. Whatever the reason, that information has the potential to help you institute meaningful and positive change. Broad and sweeping action isn’t necessarily needed, but if the feedback gained from the exit interview process isn’t used in some way, departing employees will lose trust in the process and start keeping their valuable insights to themselves.
Some ideas for getting started:
Compile the data you’re receiving from the interview process and analyze for themes, trends, and patterns. For instance, if certain feedback is consistently focusing on the same department, you may conclude that the issue does not exist on a company-wide level, allowing you to drill down to a more specific focus.
In my experience, companies rarely take immediate action on compensation and benefits issues raised by departing employees, but in these cases, an employer might still consider ensuring that pay is competitive with the market by retaining a reputable consulting firm like OMNI Human Resource Management to conduct a formal compensation study. The employer should also consider offering other “perks” if they can’t address pay, such as flexible work arrangements.
Use the departing employee’s feedback to set future employees up for success. An employee may have felt underutilized or overburdened, or they may have revolutionized a process or role in a way that you did not previously understand. In such cases, consider restructuring teams and shifting responsibilities before hiring a replacement.
Offer more transparency about paths to developmental lateral moves and promotion within your organization and how employees can take advantage of them. At the same time, offer expanded access to learning and development activities that allow employees to gain new skills and set themselves up for success professionally. Internal trainings and mentorship are also great ways to increase employee confidence in their roles and engagement in the organization.
Look for ways to improve communication and employee engagement throughout your organization. Hold regular team meetings and ensure that team leaders and managers consistently debrief their teams about leadership meetings. Be transparent about company goals, successes, and anticipated changes, as well as about financial considerations that limit the company’s ability to increase pay or make certain improvements. When employees feel personally invested in helping to achieve organizational goals, they are more motivated to perform. And don’t forget to create opportunities for remote employees to feel fully included in communication efforts.
As challenging as hiring and retention are for employers in the current environment, rates of unexpected turnover will only get worse if employers don’t take the time and energy to learn how to keep their top performers. OMNI’s Senior Consultants have a wealth of experience in offering advice and counsel to clients who need support in this area. Our success rests heavily on our ability to develop strong relationships with company leadership and earn their trust. We know how to walk the fine line between protecting the confidentiality of feedback from exiting employees and sharing sometimes difficult truths with leaders.
Nancy Miller, a Senior Consultant at OMNI Human Resource Management, has over 25 years of Human Resource Management and small business ownership experience. Her focus is on management, employee and organizational structure and development. Prior to joining OMNI, Nancy worked for 13 years at Ford Motor Company and was the Owner and President of a bed and breakfast on the Country Club Plaza. She graduated from Canisius College with a Psychology/Gerontology degree and received her master’s degree from Syracuse University in Personnel and Industrial Relations/Innovative Marketing.
Jennifer Gross-Statler, Marketing & Communications Manager, comes to us with over 20 years’ experience as a nonprofit professional. Her background includes four years as Executive Director of a Connecticut nonprofit with a state mandate to evaluate state-funded mental health programs, assess strengths and unmet needs, and make recommendations for improvements. She brings valuable expertise to OMNI in community and media relations, marketing and branding, project management, and strategic planning. Jennifer is a graduate of The College of William and Mary.
MOLLY ADAMS
Operations Coordinator
Molly joined OMNI in 2020, and previously held the role of Human Resource Specialist for nearly three years. providing a wealth of support to the Outsourcing Team and to OMNI’s Outsourcing and Membership clients. In her new role, Molly will serve as the internal operations hub for OMNI. Her role as Membership Concierge will continue, and Membership clients can expect the same top-notch service Molly has always delivered in providing timely responses to requests for information, tools, and resources. In her spare time, Molly enjoys spending time with friends, family, husband and two young children, and enjoying all things Kansas City.
ANDREA PRESTON
Human Resource Specialist
Andrea Preston comes to her role at OMNI with nine years of experience in the tourism and recreation industry, most recently as Assistant General Manager at Headwaters Lodge & Cabins in Moran, WY, where she supervised and trained nine managers and oversaw 120 employees. She held previous manager roles at Grand Teton Lodge Company in Moran, WY; Lake Powell Resorts & Marina in Bullfrog, UT; and Club Wyndham Emerald Beach Resort in Panama City Beach, FL. Over the years, Andrea has garnered expertise in hiring, training, payroll, and a variety of HR issues, making her a perfect fit for working with clients at OMNI. In her spare time, Andrea likes to paint, explore the outdoors, and spend time with her family.
RACHEL WATERS
Search Coordinator
Rachel provides recruitment support to both our clients and the members of the Executive Search team. She earned her Bachelor of Science in Business Administration with a concentration in Human Resource Management from Fort Hays State University. Prior to joining OMNI, she spent three years as a full-cycle recruiter for Yellow Corporation. In her spare time, she loves going to the dog park with her two dogs, hanging out with friends, and spending time with her nieces and nephew.
HOLLYN RIOS, SPHR
Outsourcing Manager
As an experienced HR leader, Hollyn is passionate about resolving misconceptions about HR through effective employee relations and training practices to retain employees and protect employers. Prior to joining OMNI, Hollyn held the role of Director of Talent Acquisition at Examinetics, where she specialized in strategic human resource planning and employee benefits design. As Human Resources Manager/HR Consultant at Lever1, she served as internal HR manager and worked with clients in all 50 states, specializing in learning and development, and customized training design. Hollyn has also held HR leadership roles with MyWorkChoice and the Federal Reserve Bank of Kansas City. In her spare time, Hollyn enjoys attending gymnastics, swimming, and track events for her two daughters and vacationing outdoors with friends and family.
KJ’s past roles include Director of Human Resources at Woodside, where she was the first to serve in such a role. While at Woodside, she implemented a new payroll system and was instrumental in streamlining operations and efficiencies through the development of new policies and procedures. She also optimized hiring and onboarding functions, restructured the performance review process, and assisted in staring up a new property management company. KJ has a long history of working with payroll and benefits and has held leadership positions at Hyvee, Home Depot, and Westar Foods. She is the proud mother of three adult children and grandmother of three young grandsons.
TOM NAGEL, SPHR/SHRM-SCP
Senior Consultant
With 16 years of experience in human resources, Tom excels at ensuring that the HR function serves as a true partner. His commitment to building lasting, credible relationships will ensure that he is a valued resource and trusted advisor to OMNI client leaders. Prior to joining OMNI, Tom served as Senior Human Resources Leader at Polsinelli. He has also held HR leadership roles at Terracon and DST Systems. He earned his Bachelor of Science degree in Business Management at Southern Illinois University. Tom is on the Board of Directors for the KC Care Health Center and has volunteered for Kansas City Hospice & Palliative Care and AIDS Service Foundation of Kansas City. In his spare time, Tom enjoys traveling, reading, and trying out new restaurants with friends.
JONNA BRANDEL
HR Consultant
Jonna comes to OMNI with 10 years of human resources experience and 15 years of risk management consulting experience. As an HR Consultant, she will provide strategic support to clients in recruiting, workplace safety, compensation and benefits, employee relations, and performance management. Prior to joining OMNI, Jonna was Partner and Senior Director of Client Services for The Brandel Group, a boutique consultancy specializing in providing independent, objective reviews of organizational and risk management challenges and needs. Other previous roles include Business Development and Project Manager at The Lion Partnership, as well as Insurance Analyst and Regional Director at Expense Reduction Analysts.
LAUREN TRACY
Recruitment Operations Manager
As OMNI’s Recruitment Operations Manager, Lauren serves as the operational hub for OMNI’s Talent Acquisition Team, including coordination of proposal development and administration; project tracking, monitoring, and reporting; and general oversight of departmental systems, processes, and quality control. Lauren comes to OMNI from Payne & Jones, Chartered, where she served as a Legal Assistant for almost seven years, and Front Desk Receptionist for just over a year. Her comprehensive experience in client relations and project management make her an excellent fit for her new role. When she is not at work, Lauren enjoys spending time with her husband and two young daughters.
Karen serves as Senior Consultant to select outsourcing clients, bringing with her more than 20 years of experience in HR leadership. Karen provides HR guidance, coaching, and counseling for her clients, with an emphasis on start-ups and fast growth companies. Her background includes 13 years as Executive Director, HR Services, at Applebee’s International and Director of Training & Organizational Development at Gentiva Health Services. Karen attended the Executive Leadership Program at Northwestern University’s Kellogg School of Management. In addition to her talents in HR, she is passionate about helping women achieve their full potential and has expertise in strategic business meetings and conferences, serving as President & CEO of her event management company.
ROGER DUSING, PHD
Senior Consultant & Higher Education Practice Leader
Roger comes to OMNI from Park University, where he served as Chief Human Resource Officer for eleven years. With over 40 years of HR experience, including 30 years in C-suite level roles, he looks forward to reflecting his passion for higher education in his work to bring affordable, high-quality HR services to small- to medium-sized colleges and universities.
Roger holds a PhD in Business Management, with a concentration in Human Resources from Northcentral University, a Master of Science in Administration from Central Michigan University, and a BS in Industrial Engineering from Bradley University. He also authored the book “I’m Fired?!? A Business Fable About the Challenges of Losing One Job and Finding Another.”
Roger enjoys spending time with his wife, two children, and four grandchildren. He and his wife are addicted to pickleball.
Debi joins the OMNI team with over twelve years of prior Human Resource experience in benefits, payroll, and associate relations. In her role at OMNI, she serves clients and their employees with all payroll and benefits related inquiries. Previously, Debi worked at the Kansas City Zoo in the Finance and Human Resources departments. In her spare time, she enjoys working out, watching movies, doing crafts and spending time outdoors – especially at her favorite place, Powell Gardens.
TERESA WESTHOFF
Employee Services Consultant
Teresa joins the OMNI staff with experience in payroll and other related human resource knowledge. She will be helping our clients by facilitating payroll, benefits and onboarding. She has a master’s degree in human resource management and enjoys the new challenges every day brings. When Teresa isn’t working, she enjoys working out, traveling, watching Netflix, and hanging out with family and friends.
ANN CRIPE
Senior Consultant
Ann is a strategic business partner and HR leader across multiple disciplines of human resources. With a passion for building strong partnerships with her clients, she enjoys understanding the business and providing solutions in the areas of employee relations, compliance, leadership development, talent management, recruiting, training, and compensation. She has over 25 years of human resources experience in a variety of industries including PEO, legal, technology, energy, insurance, and nonprofit. Ann has a Bachelors’ degree in Psychology with minors in Management and English from the University of Nebraska-Lincoln. In her spare time, Ann enjoys wellness, interior design, hiking and spending time with her husband and daughter.
MEREDITH HAUCK
Senior Consultant
Meredith brings more than 15 years of multi-disciplinary executive-level leadership to her work with OMNI as a Senior Consultant. She is skilled in organizational structure and management, strategic communications, employee relations, and leadership development. Meredith also utilizes her training as a certified executive coach to guide and counsel individuals and teams. Meredith has a Bachelors’ degree in Journalism and a Masters’ Degree in Public Administration, both from the University of Kansas. Outside of work, Meredith enjoys traveling, volunteering, attending concerts, and spending time with family and friends.
STACEY COWAN
Senior Consultant
Stacey Cowan brings nearly seven years’ experience as Membership Director for the Overland Park Chamber of Commerce to her work with OMNI as a Senior Consultant. While at the Chamber, she led membership recruitment and retention efforts and represented the Chamber in the community, building an extensive network of relationships to strengthen local businesses. Prior to that, she held several leadership roles in the hospitality industry. Ms. Cowan’s wealth of community involvement and business development experience will be an enormous asset to OMNI’s steadily growing Executive Search practice.
KELI TUSCHMAN
Senior Consultant
With 20 years’ experience working in HR, Keli views herself as a businessperson, as well as an HR professional. Her background in accounting has also been a plus for her understanding of the business environment that HR supports. Keli has worked in the energy sector for Koch Industries and Merrill Lynch, in Higher Ed and K-12 education, and has served on several non-profit boards. She is a strategic partner who can provide services in all areas of human resources to support your business needs. Keli and her husband have two high school age children and love all that the Kansas City area has to offer families.
Prior to joining OMNI Human Resource Management talent acquisition team in 2020, Ms. Hoffman led the talent acquisition teams at Kansas City Southern Railway and Sprint world headquarters. She has over 30 years’ experience in HR management and talent acquisition and is recognized for partnering with senior leaders to identify needs, translating them into initiatives that attract, develop, and retain top talent. Ms. Hoffman holds a graduate MSM degree from Baker University and a BS degree from Pittsburg State University. Outside of work Karen enjoys traveling both domestically and overseas.