When I decided to write an article about the difficulties contractors are having hiring good people, I had no idea what I was getting into. Once again, I had picked a subject with passionate people on both sides of the table.
Do your employees affect customer loyalty? According to a recent Gallup poll, 20 percent of your employees who have contact with your customers are doing more harm than good, and only one-tenth are working to improve customer service and company performance.
Your financial statements only partially reflect your company’s overall performance. The return on investment (ROI) in “human capital”—the knowledge, skills and experience of the people who produce your results—is easy to calculate but difficult to maximize.