One of the most important aspects of managing any business is having a good understanding of customer expectations.
Business customers are defined into two categories – internal and external.
External customers are those who purchase products or services while internal customers are employees of the organization.
Some consider employees to be the most important customer of the organization because they ARE the organization since they are the ones who take care of the customers.
Secondly, internal customers are employees who serve other employees.
For example, the receptionist may depend on IT support for their computer and phone system.
If their needs are not met, the receptionist may not be able to take care of customers calling in.
When employees resign from their position, it is important to talk to them and try to find out why they are leaving the organization.
Sometimes it is good news when a problem employee quits but when a key employee accepts a position at another organization, it can be expensive to replace them.
There is a lot of data to suggest that employees leave supervisors, not organizations.
If this is the case, it is important to identify possible issues or developmental opportunities that can be incorporated into manager training programs.
The goal of an exit interview is to find out what drove the employee’s decision to leave.
- Are there compensation or benefits issues?
- Maybe the organization has not kept up with changing trends.
- Are there unresolved employee conflicts that need to be addressed?
- Are there employee problem-solving development opportunities that need to take place?
- Does the reporting supervisor have the right management skills?
- Does the employee have the necessary skills to do the job?
- Was the employee challenged enough?
The exit interview should be part of an employee termination checklist that ensures key information is shared and discussed when an employee leaves an organization.
The interview should be conducted similar to interviewing a job candidate in that the goal is to help the employee feel comfortable and engaged in a conversation.
You want to get them to talk.
The more relaxed they are the more likely they will be to open up and share their perspective.
This can be very valuable information that can be developed into an improvement plan and incorporated into departmental goals.
10 Sample Exit Interview Questions
- Tell me how you came to work for ABC Organization?
2. How long have you been with ABC Organization?
3. Tell me some things you think we can do to improve our products or services for our customers?
4. What are some things we can do to better support our employees?
5. Tell me your thoughts on how the organization is managed.
6. Are there things we can do to improve how we manage employees.
7. If there were one thing we could change to keep you here what would that be?
8. Can you share with me why you chose the organization you are going to?
9. What things are they offering that helped you make your decision?
10. Is there anyone on staff who you think might have the skill set to do your job?
There are times when it is a good thing for a problem employee to leave on their own. This can result in a sigh of relief for all involved.
However, when key members of your team jump ship to another organization, it may be time to evaluate management and employee practices that impact the employee experience.
The exit interview is one way to learn how employees perceive the workplace and identify ways to make it better for the employees who remain!