Increase Retention: Set the Right Employer and Employee Expectations
Companies work hard to recruit and hire the right candidate. Establishing the right employer and employee expectations is critical to keeping them.
Businesses often focus heavily on the hiring process, but hiring the right candidate for the job is just the start.
Just as necessary, if not more, is providing adequate tools and support so new hires can quickly be productive, feel like a part of the team and want to stay. One of the most important — but often overlooked — ways managers can help retain new hires is by setting the right employer and employee expectations.
Misaligned employer and employee expectations
By the time a new employee starts, there should have been plenty of opportunities to ensure job expectations are aligned. After all, the manager outlined the requirements in the job description, discussed them in the interview and may have reinforced them during onboarding.
However, research shows a misalignment between what employers and employees expect in a job. In a recent ADP Market Pulse survey, more than 25 percent of mid- and larger-sized businesses said it was a challenge to retain employees and that a "disconnect in job expectations" was a factor.
Why the misalignment exists
Jason Delserro, chief talent acquisition officer at ADP, explained that organizations have a responsibility to provide candidates with a consistent, accurate message about the job from the first point of contact. When expectations aren't presented accurately, employees may feel that the business did not deliver on its promises.
Delserro argued that it may be due to unclear communication: "If a company offers work/life balance or flexibility, what does that mean to the candidate? Is the company fulfilling that promise, and more importantly, is the employee expectation of work-life/balance being met playing out in the role?"
Delserro added that during the last few years, businesses may have overpromised as they struggled to fill positions. "People want to talk about the great things and not necessarily the tough parts," he mused.
A mismatch between employee expectations and reality also occurs because different departments in an organization can have their own cultures. "If the company's overall value proposition promises incredible culture, but you come in, and you're not necessarily feeling the warmth, the love, and the embrace, that could be another potential point of failure," Delserro explained.
... If you're true, authentic and honest, you'll establish ideal employer and employee expectations for a long-term partnership and happy employees.
Jason Delserro, Chief Talent Acquisition Officer, ADP
Company size may impact the expectation mismatch
The Market Pulse survey showed that larger companies have more issues with misalignment, which isn't surprising. Delserro suggested that large companies are more complex, with multiple layers of management and different geographies. As such, it can be challenging to make sure all levels deliver a consistent message regarding roles and responsibilities.
"The more layers, or distance between the front-line employee and the senior leadership team, the more likely communication will break down. A large company is complex, with many layers of management," he said. "It's easier to personalize the experience and pivot when you have smaller teams or can course-correct some of the expectations set along the way."
Aligning employer and employee expectations
When managers hire a candidate, they hope the employee will work out. But, once the organization has invested money, time and resources into a new hire, the possibility of refilling that role can be time-consuming, expensive and draining to the team.
Intentionally aligning employer and employee expectations minimizes spending extra time and money during the hiring process and helps ensure everyone is on the same page. While it may be tempting to only mention the positive aspects of the role, discussing the challenges of a job as well builds trust.
"It's important to hold true to what the reality of the work really is, and that could mean sharing the more challenging aspects of the role," Delserro said. "Setting those realistic expectations helps with speed to productivity and increases engagement." Establishing trust between employer and employee is critical to retention and overall employee satisfaction.
Sometimes, assumptions can lead to a disconnect between employer and employee expectations. For example, a "flexible work schedule" may have a different meaning for the manager than the employee. Managers can ask a candidate what that looks like and explain their perspective to develop a shared understanding.
Delserro also said setting the framework with SMART goals (specific, measurable, achievable, realistic and time-based), "If you can outline most goals under these parameters, you set a good foundation for clear expectations."
Next, review those goals periodically. "We use a tool called Standout, which gives the team member weekly check-in opportunities to submit what they loved or loathed about the week, what priorities they're working on and what support they need," Delserro said. This consistent communication creates the opportunity for continuous feedback, so misalignment in employee expectations can be addressed in real-time and not escalate into issues like missed deadlines or increased turnover.
Aligning employee expectations with those of the company is a mutual responsibility. While employers should create an environment that encourages employees to share their perspectives without fear of reprisal, employees must also take the initiative to express their ideas and concerns.
Lastly, remember that hiring a new employee isn't a sales transaction. It's a long-term commitment.
"As much as you want to attract the right people, it's okay to detract a little bit, too, because the job isn't a good fit for everyone," Delserro explained. "However, if you're true, authentic and honest, you'll establish ideal employer and employee expectations for a long-term partnership and happy employees."
Learn how to design a people-centered workplace. Download our guide and find other resources at: Work is personal.
