Behind the Scenes: Supporting My Company, My Community, and Retaining Talent

Behind the Scenes: Supporting My Company, My Community, and Retaining Talent

In today's fast-paced and ever-changing business landscape, companies are realizing the importance of not only supporting their customers but also their community and their employees. This article explores the behind-the-scenes efforts of Instawork, a company primarily focused on the hospitality industry, as they navigate the challenges of providing support to their community while also retaining talent.

For Instawork, the gravity of the responsibility they had to their community began to seep deep into their subconscious. They recognized that their customers were not just "users" of their product and service, but real people who trusted them to provide opportunities. This realization led them to invest in their support team, ensuring they had the resources and strategic plan needed to meet the needs of their community.

One key aspect of their support team is their tenured members who deliver genuine empathy and assistance, educating customers and expertly navigating complicated issues. These team members not only support the customers but also the gig workers who rely on Instawork for their livelihoods. By removing obstacles and providing dedicated support, Instawork is able to help their customers sustain their livelihoods with unmatched dedication.

To ensure efficiency and effectiveness, Instawork has made it a priority to improve their operational excellence. They have increased their support team by twofold, providing 24/7 coverage for live operations and support. Additionally, they have enhanced their Trust and Safety program to identify and escalate time-sensitive issues, resolving them within one hour. They have also reduced their suspension appeals process to 72 hours, ensuring a swift resolution for their customers.

In order to better support their professionals, Instawork has created role-specific training and educational resources within their app. They understand that onboarding can be a critical time for new professionals, so they have dedicated resources to faster response times and getting profiles set up. By prioritizing operational improvements and collaborating closely with their Community Operations and Product teams, Instawork is committed to providing a seamless experience for their customers.

While supporting the community is crucial, so is recruiting and retaining talent. Many employers struggle to find the right fit for roles, making talent retention even more vital. This is where the concept of gamification comes into play. Gamification involves creating "levels" or "goals" that motivate employees and keep them engaged in their work.

Chick-fil-A, a fast-food chain known for its exceptional service, invests heavily in training its employees and helping them advance their careers. They recognize that proper training is essential for employees to perform their tasks in alignment with brand expectations. By using gamification, training becomes a fun and engaging experience rather than a dreaded chore.

One way to incorporate gamification into the onboarding process is by creating quests or challenges for new hires. This could involve giving them longer, more involved tasks that allow them to explore different aspects of the company and interact with various departments. By recognizing progress and achievements, employees feel a sense of accomplishment and motivation to continue leveling up.

In the digital age, younger generations are drawn to employers who offer the technology they crave and opportunities for learning and development. Companies like ImmersionOne are taking this to the next level by creating interactive, 3D representations of their businesses. This allows potential candidates to immerse themselves in the company's culture, brands, and values, giving them a better understanding of what the company has to offer.

The importance of learning and development (L&D) cannot be understated, especially when it comes to retaining millennial employees. Studies have shown that millennial turnover rates are directly related to their employer's ability to meet their needs in terms of L&D opportunities. By investing in training and professional development, companies can attract and retain top talent.

In conclusion, supporting the community, retaining talent, and promoting employee development are all critical aspects of running a successful business. Companies like Instawork and Chick-fil-A are leading the way by investing in their support teams, implementing gamification strategies, and providing opportunities for growth. By prioritizing these areas, businesses can create a thriving ecosystem where everyone benefits.

Actionable Advice:

1. Invest in your support team: Ensure you have the resources and strategic plan needed to provide genuine empathy and assistance to your customers. This will not only support your community but also help retain talent within your organization.
2. Incorporate gamification into your onboarding process: Create quests or challenges that motivate employees and make training a fun and engaging experience. Recognize progress and achievements to keep employees motivated to level up.
3. Prioritize learning and development: Offer training and professional development opportunities to attract and retain top talent, especially among younger generations. This investment in your employees will pay off in the long run.

By following these actionable advice, businesses can create a strong foundation of support, engagement, and growth, ultimately leading to success in their community and beyond.