3 Steps to Attract & Retain High Performers

The good news is attracting and retaining high performing staff members is not just about the money. People that share your mission and have a passion for pets are looking for opportunities to work in an environment they enjoy. Keep reading for the three steps you can take to attract your dream team of high performers.

Step 1: Always Accept Resumes

We know this is not what you wanted to hear and probably made you groan at the thought of interviewing all the time. Remember that you now have a system for interviewing in place (see this month’s bonus item: Hiring High Performers for Your Pet Center) that is designed to identify great candidates.

You increase your odds of finding top talent if you always accept resumes, especially in the months leading up to your peak seasons. Great candidates may not be looking for a job during the short window you advertise for a specific opening.

Dedicate a section on your website to employment opportunities. Include a brief paragraph on your business mission and why you provide a great work environment. Include a link for resumes to be submitted which will automatically start your five step interviewing process.

When you find a great candidate then find a role for them in your business. Keep in mind that as you are initially raising the performance bar and building your dream team you will have underperforming team members. You should be implementing a corrective action and performance improvement plan for them, but it is easier to release them if you have a high performing candidate ready to replace them.

In addition to your website, advertise for candidates in the same places in your community where similar jobs are posted. Find out where veterinary clinics and your toughest competition post employment opportunities. Try different sources online and in print, keeping in mind that one may work well for front desk staff and another for pet care attendants.

Step 2: Write Flexible Job Descriptions

Every job description should have “other duties as assigned” as one of the job responsibilities. This provides flexibility to customize work assignments to the strengths of each staff member.

High performers will expect to be challenged and feel like that are a key contributor to the success of your business mission. One way to take advantage of this desire and benefit your business is to customize some or their responsibilities. Cross training staff to handle multiple functions benefits the staff member and your business. Consider offering pay bumps for each additional job responsibility that a staff member masters (e.g., bathing, front desk, dog playgroup leader, etc.).

During the orientation process for new staff members have a discussion about their other interests and what they enjoy doing in their free time. Do they spend time on social media, drawing, planning parties, writing, taking pictures, creating videos, cooking, gardening, cleaning & organizing, building gaming computers, creating aps?

Now think about support tasks that you have in your business that can always use more resources. Marketing, social media updates, technical support, cleaning, maintenance, fun pet events provide opportunities to involve your staff in tasks they enjoy. Providing a few hours each week for them to be creative and take a break from the routine of their primary job responsibilities can increase their overall job satisfaction.

Step 3: Create Career Opportunities

High performers will want the opportunity to advance with you and increase their pay. Defining opportunities for career growth in your business with different staff levels helps them envision how they can have a career in pet care.

Consider two types of career opportunities in your business. One is a supervisory or management path that is a good fit for staff members with great people skills. The second would be technical pet skill paths like dog trainer and groomer. During your job performance feedback sessions find out which career path is appealing to each staff member. Find a way to let them “test run” these opportunities by serving as a shift lead, trainer assistant or bather during some of their work shifts.

Be proactive with serious high performers and help them obtain the additional training they require to attain the skills needed for positions in their career path. Technology advancements have made online courses very popular and available in most every subject. Check out courses available through industry trade associations (e.g., APDT, National Dog Groomers, IBPSA, etc) and those easily found with a google search.

Building a dream team of high performers requires flexibility and open communication with your staff. They need to know you care about them and their future. Help them develop new skills and spend time helping your business with tasks they enjoy. This investment in your staff is win/win and a key part of attracting and retaining high performers.