Shut up and listen
Beyond training and compensation, the most important thing operators can do to retain employees is lend an ear, Ross says. “When you listen, you’re able to get ahead of any problems, and your associates feel valued,” he says. Each month, the operation hosts roundtable discussions where staff can air their struggles and suggest operational changes. The meetings never have a topic or theme, so that team members can guide the meeting how they see fit.
Managers ask staff if there’s anything they need in daily shift meetings, and the operation also hosts safety meetings on a monthly basis. “Hear and respond,” Ross says. “Say, 'Yes, I’m taking care of that,' or 'No, we’re not going to take care of that, and here’s why.'”