A recent rise in what has been dubbed “quiet quitting” has hit the customer service industry, and it’s a real problem for employers. Quiet quitting is a growing current trend, particularly prevalent among Generation Z, wherein associates refuse to go above or beyond their most basic job requirements. In other words, employees become disengaged at work and choose to do only the bare minimum each day. While quiet quitting does not actually mean the employee has “quit”, it can cause performance slippage and can very well lead to that employee eventually walking out the door.
Quiet quitting may be most common among Gen Z, but it is not a problem unique to the younger generation. A recent Gallup study found that quiet quitters make up at least 50% of the U.S. workforce, and likely more. So why is this happening? Put simply, a large percentage of the U.S. workforce feels that they are underpaid, mistreated, and/or over-extended on the job. They don’t see the benefits in putting forth full effort to a job that they don’t truly believe in or enjoy.
In order to truly combat quiet quitting, employers are going to need to reassess their relationship with their entire workforce and make a concerted effort to ensure their workers feel valued, treated fairly, and listened to.
What is causing Quiet Quitting?
While the term “quiet quitting” may be relatively new, the concept certainly isn’t. Employers have struggled with keeping their frontline motivated and engaged for as long as the employer-employee relationship has existed. Over the years, employers have fallen victim to some of the same pitfalls that lead to employee disengagement.
Poor communication skills is perhaps chief among them. In order to be engaged, people need to first be informed. Nobody can get invested in a higher goal or purpose if it’s entirely unclear what that end goal even is. Leadership needs to ensure their staff has easy access to information, clear and defined expectations and boundaries, and the freedom and encouragement to share their own ideas and talents with the team. A well-informed and connected team is a tighter-knit, highly-engaged team.
In addition to poor communication practices, the frontline can often become overwhelmed and disengaged due to unrealistic work expectations. Hourly workers asked to tackle an excessive workload, on inadequate pay, with tools and systems that do not consistently work are bound to check out eventually. It’s really only a matter of time.
This is where investing in your frontline’s tools and training on the job becomes imperative. By providing your team with the technology and knowledge they need to streamline or automate their daily responsibilities, it offers them the peace of mind that they are both capable and supported in tackling the day’s various challenges.
While many retailers may recoil at the idea of investing more money into their stores or staff, a highly motivated and productive team will undoubtedly lead to increased profits and reduced turnover. Invest in your team, and they’ll invest in you right back.
Connect with Theatro!
Theatro’s “Heads Up & Hands-Free” Mobile Communication Platform connects frontline teams to the people and information they need while empowering them to deliver game-changing customer experiences. If you’re interested in learning how Theatro can help curb this trend of “quiet quitting” in your stores Connect with our Sales team today