Do you wear a fitness device that counts your steps each day?
If so, you’re not alone.
About 35% of adults in the U.S. (91 million people) wear these devices each day.
Ever wonder how these device manufacturers got such a high market penetration?
I suspect it was because they understood something about psychology and leveraged what researchers call the Hawthorne Effect.
The Hawthorne Effect was discovered during a research study conducted at the Western Electric factory outside of Chicago, between 1924 and 1932.
The researchers found that carefully measuring a person’s performance, in and of itself, improves productivity.
They concluded that the employees worked harder and were more productive simply because they knew that they were being individually monitored.
They also found that being treated special by an attentive and interested supervisor increased performance and loyalty.
Leaders who understand the Hawthorne Effect have two simple levers they use to improve retention:
Measure Progress: Proactively measure an agent’s progress using both lead and lag measures.
Notice Results: Paying attention to and showing interest in their results.
It’s not all you need to do, but building from this foundation is a great place to start.
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