Authentic Resourcing Blog

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“Sital, I will back you on every decision you make whilst dealing with an unhappy customer – even if we lose them. But only if you have handled them in the right manner.

They may go away being unhappy with your decision – but they should always leave feeling they were listened to, dealt with professionally and fairly. That’s the way we can profit from every complaint”

This is a quote from my first manager at the start of my career with the UK retailer Marks & Spencer (M&S).

When I joined M&S as a graduate management trainee in 1993, my first few weeks involved being indoctrinated with the M&S philosophy on customer service.

One point that was constantly drummed into us was to “profit from every complaint“ and “profit from every lost customer.”

This is very relevant to the way you handle resignations.

You see, when things went wrong with customers, the customer complaint or problem was a seen as a golden opportunity to show how we were different from the competition by

a) handling the situation in a highly professional manner and

b) doing what it took to put things right

Even if we lost a customer, we would handle the situation and the customer professionally and honestly, whilst taking corrective actions swiftly to prevent losing further customers.

The way we handled every lost customer had a direct impact on the level of customers we lost in thereafter.  It’s the principle upon which M&S built their reputation over the last 100 years.

I think this same principle applies to handling employees who resign from your business. The way you handle a resignation can have a direct impact on how much staff turnover you experience thereafter.

Handled the right way, I believe a resignation is in fact a golden opportunity for you to actually reduce staff turnover.

In the same way you can profit from a lost customer simply by the way you handle the customer - you can profit from a staff resignation by following the 10 tips below:

1. Treat the individual in the same way you would want to be treated throughout.

2. Don’t take it personally. They are just changing jobs, they are not rejecting you.

3. Ask them “what could we do to change your mind?” (if you do want them to stay).

4. Take a genuine interest in their new job, be pleased for them and wish them well.

5. Ensure there is an exit interview and find out all the reasons why they are leaving.

6. During their notice period, treat them as you would any existing member of your staff.

7. Ensure they are still contributing and learning for the remainder of the time they are with you.

8. Look at what you can learn from their resignation. What can you change to prevent others from leaving?

9. If someone does want to have a moan as their ‘parting shot’ (as they often do), do not stoop to their level, keep your nerve and remain professional throughout.

10. Sign their leaving card. Thank them for their hard work. Go to their leaving drinks and say nice things about them (even if you don’t feel like it).
Many leaders take the resignation personally and they don’t handle it the right way which in fact poisons the leaver against their business.

The chances are that the individual will keep in touch with the rest of your team and so poison them against your business too – which then only results in more problems for you down the line. Not to mention what damage they can do if they were to talk to your clients or customers as well.

Whilst rationally you understand this – we don’t always adhere to these points as we make an emotional reaction instead of a logical, rational and, dare I say it, human one. After all – most people leave to improve themselves – in terms of career, lifestyle or wealth – so  what’s wrong with being pleased for them?

Handling a resignation is similar to dealing with a customer that you are losing.

I remember in my M&S days it was sometimes tough maintaining my professionalism when a customer is being unreasonable and often rude. But that’s business – you have to put your ego to the side and think about the long term stability and success of your business instead of reacting emotionally.

By handling resignations the right way, you show your existing team what a great business they work for and minimise any disruption from the leaver.

If you take the time to understand why they are leaving, it then allows you to make some changes to prevent further people leaving.