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Recruit to Retain – Objectives of Retention Leaders
By Terrel Transtrum and David Taylor
Field leaders who excel at retention focus on achieving five leadership objectives for themselves and their teams.
Commitment: Retention leaders make commitments and keep commitments. By doing so, they inspire their team members to do likewise. Some leaders apply a distinct pattern of commitment of "I move, then you move, then I move" to help teach commitment and follow-through.
Strengthen Relationships: Grounded in the knowledge that they are in the relationship business, retention leaders place a premium on relationships. By seeking and applying the skills that strengthen relationships, they build their foundations for growth, retention and long-term profits.
Motivation: Retention leaders have mastered motivation-how to become and remain motivated and how to motivate those around them toward action. Motivation to succeed includes motivation to learn, share, build, and retain.
Knowledge & Skills: Knowledge and skills are the tools in the retention leader's toolbox. The knowledge and skill base developed by a retention leader includes business-building tools such as prospecting, presenting, closing, and developing; interpersonal skills such as listening and empathizing; product knowledge and tools; compensation plan knowledge and presentation skills; and a host of behavioral and motivational tools and skills. They are constantly learning, drawing knowledge and skills from the best practices of retention leaders and sharing with their team members.
Accountability: Accountability is the thread that binds performance and behaviors to progress and success. Retention leaders hold themselves and their teams accountable for the actions and results that produce success.
Illustration 1: The Team Retention Model
The center of Illustration 1 reveals the benefits enjoyed by retention leaders. As field leaders develop the retention attributes and implement best practices to achieve their retention objectives, they enjoy personal growth, performance results, retention, and collective success, including increased, sustained and reliable income streams.
(The content of this article is extracted from ServiceQuest® RetentionSmarts™ Modules. Click here for more information on RetentionSmarts™ training and mentoring systems.)
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