Author: Bud Gayhart, University of Wisconsin-Whitewater
That’s a sign all too familiar to many business owners. Finding “qualified” employees is a major challenge to many entrepreneurs. A recent survey conducted by the Waukesha Area Chamber of Commerce cited the number one need for area small business owners is finding qualified employees. I have had many business owners tell me that the math skills of applicants are terribly lacking. We have all probably experienced some of that with clerks struggling to make change. I have also seen sales persons, in higher profile positions, need to use a calculator for simple addition or subtraction functions.
But it’s not just math skills that are a concern, there are also the interpersonal skills needed to interface with customers/clients. Mastery of the English language is losing favor with some new hires as they are bombarded with “street slang”, rap culture, and media presentations that are all too frequently peppered with vulgarities. Employers need to ask themselves “What message am I sending to my customer” when my employee is less-than professional in their behavior?
If you cannot find qualified employees can you grow them? Some companies do an excellent job of developing talent within their organization whiles others take a different approach. I have had owners say “why should I provide training to my employees? They might leave.” Others have told me that they have a commitment to expand the talents and abilities of their workers knowing that they may leave. They feel that if they make a commitment and investment in their employee, it will often result in the employee making a commitment to them. They also want to make sure their customers receive the best support possible and having well trained employees can make that a reality.
I have seen firsthand the impact of placing the newest, most poorly prepared person in the “front lines” to be the primary point of contact with customers. We often find those persons at the counter of fast food restaurants, struggling to respond to a customer’s request for something special. We see them, too in other retail environments especially at holiday times as businesses flex their employee numbers up to handle seasonal demand. A negative customer experience is often difficult to overcome.
So, how do we find qualified employees? Some business owners refuse to post job openings in the paper or online, opting to utilize their current employees as a referral group. A current employee is not likely to recommend a “bad actor” as a new hire; it would reflect badly on the employee. Some companies are quite comfortable posting job openings with Workforce Development, online resources (Monster.com, Career Builder.com, and others), or utilizing “temp services” that will allow them to “test the body” before making a commitment to full time employment.
Other resources are available as well. Friends, relatives, other business owners, and professional service providers (attorneys, accountants, etc.) can be a reference for quality workers. I would also suggest that employers not overlook colleges and universities. Many students look for “internship” opportunities that will allow them to apply what they are learning in the classroom to real-life situations. There are some very talented students out there seeking a connection to area employers. Owners can contact the college or university in their area and post a job opening and then select from a pool of respondents. Internships allow the student to evaluate the company and the business can also determine if the student is a good fit for them. Many internships lead to full time employment following graduation.
As “baby boomers” begin to exit the workforce, finding qualified employees will become more challenging. An option may be interns or referrals and then providing the training to mold that individual into an outstanding employee that can serve the company and its customers for many years.
This article was written by Bud Gayhart, Director of the Center for Innovation & Business Development at the University of Wisconsin-Whitewater.