An economist named Michael Housman started a comprehensive research project on why certain customer service agents stayed in their jobs longer than others. He looked at myriad factors from the employment and personnel files of 30,000 customer service employees across all kinds of industries.
Surprisingly, he couldn’t find any data that predicted employee longevity, as even how long they stayed at their last job wasn’t a correlating factor.
On a whim, Housman started looking into data on their proficiency with technology. Although it seemed silly, he ran side by side comparisons of employee longevity based on which internet browsers they used, and incredibly, found shocking results.
For some reason, employees that used the internet web browsers Firefox or Chrome stayed at their jobs 15% longer than those who used Safari or Explorer. How could this be the deciding factor?
Housman thought something must be wrong with the data so he checked again and again but it was right – customer service agents that used one of those two browsers spent a significant 15% longer at their posts.
He thought it must be an anomaly so he checked those two groups of browser users against their attendance and absentee records. He found that Firefox and Chrome users actually missed 19% less days of work than Safari and Explorer users!
15% and 19%! Housman almost didn’t believe it.
Looking for the answers why, he thought maybe employees that used Firefox and Chrome, which don’t come with standard PCs or Macs, were more tech savvy, and therefore more intelligent and that explained the discrepancy.
So he looked at their scores on the technology proficiency tests they took as new hires but there was no significant difference!
After weeks and weeks of racking his brain and scrutinizing the data, the light bulb finally went on for Housman. It wasn’t that they used these browsers at all that made the difference, but HOW they obtained these browsers.
You see, Safari and Explorer are default browsers that come with their respective computers, so people who used them didn’t have to do anything or change anything. Generally, 2/3 of people just use those defaults, as did many of the customer service employees.
But to use Firefox or Chrome you have to actually download and install those browsers, which means taking action and making a change.
Housman discovered that this small, seemingly inconsequential step of downloading a new browser signaled something powerful for these customer service agents: they were "all in."
These employees were invested in the idea that they would be there for a while and wanted to do a good job, so they proactively sought out the best tools for the job that would allow them to be most efficient. When something wasn’t working optimally (Safari or Explorer) they sought solutions and made a change – without being instructed or even encouraged by management.
Basically, this group of employees cared about their jobs about 15% and 19% more than others who just used the default.
I found this interesting because you can look for signs of this staff being "all in" in your own chiropractic practice. Of course it might not be the Internet browsers your staff and CAs use, but there could be plenty of other small signs to look for:
Coming in early and leaving late
Keeping their workspace organized
Making suggestions about what can be improved
Not being afraid to constructively criticize
Putting up photos and personal effects
Being neat and tidying up, even when it’s not in their job description
Volunteering to take on extra tasks
Proactively learning about new technology, methods and procedures
Taking advantage of any education or special events that are offered
Telling people about your chiropractic services outside of work
Generally being an advocate for chiropractic and really believing in what you do
I’m sure there are many more ways to see that your staff is really buying into what you do, and it might be something as simple as the positive energy they exude and the eager look in their eyes!
We’d love to hear your thoughts, anecdotes and ideas about your staff being "all in!"