2
Paying Attention to
Employee Retention
I can think of no company that has found a way to look
after external customers while abusing internal cus-
tomers. The process of meeting customer needs begins
internally.
—Tom Peters
Management Guru
It used to be so much easier. You needed a body—anybody
would do. So you called human resources. Someone ran an ad
in the Sunday newspaper or on Monster.com. People sent ré-
sumés and filled out application forms. Someone screened the
candidates and selected those who seemed most likely to fit
into the corporate culture. You interviewed two, maybe three,
people—mostly to double-check what was on the applications
and make sure none of them had two heads or tended to
scratch in embarrassing places. Then you hired one. A ...