FYI from MCI™

Satisfaction guaranteed? Making drivers happy makes sense

It's hard to find good help, as the old saying goes. Yet when it comes to keeping their all-important drivers happy, many motor coach operators often share the dilemma faced by every employer: one in the hand is better than two in the bush.

A November 2003 survey by CareerBuilder, a leading job-search website, found that six out of 10 workers were looking to leave their employers within the next two years. A more recent survey reports that some 30 percent of managers think it is more difficult to attract good employees than a year ago.

Motor coach operators have it especially hard. Drivers are vital frontline employees, largely charged with passenger safety and satisfaction, yet the job often entails erratic hours and pay that's not necessarily commensurate with such a high level of responsibility.

Yet there is plenty you can do to keep your drivers happy — and happily on your payroll:

Be nice. According to a 2005 Gallup Organization poll, praise is the fourth most-important quality of workplace satisfaction. Praise from above is always valued, but many employees equally value praise from those who truly know what a good job they're doing — their co-workers. Many companies implement peer-recognition programs (MCI encourages supervisors and peers to award "Going further!" certificates to one another to recognize accomplishments) to great effect.

Support work-life balance. People work, on average, 163 hours more a year than they did two decades ago. Yet there's no survey that says anyone is happy about it. Allowing employees to use flex time may create widespread well-being. And it may keep some people on the job — in another CareerBuilder survey, 38 percent of working moms said they'd consider taking a lower-paying job if it meant more family time.

Offer drivers responsibility — and let them use it. Most surveys show that the greatest employee satisfaction comes from having — and exercising — responsibility. At Miami's Latin Express, owner Rosa Alvarez assigns two drivers to each coach — these drivers are with the coach from the day of delivery on. "It's like their house," says Alvarez. "We've found that when drivers are responsible for their coach, they take exceptional care of it." Ultimately, you want employees that can act — and think — on their own.

Offer pay incentives. Experts estimate it can take anywhere from hundreds to thousands of dollars to replace a worker. And that doesn't necessarily include training costs. Paying that extra dollar an hour might just save you money in the long run. Latin Express offers its drivers a pay incentive of $2.00 per passenger for a full load. "With 50 seats, a driver can easily earn an additional $200 per round trip," said Alvarez. "When drivers treat passengers right, they'll ride with you again and again."

Create unity. Helping drivers establish a unified, professional image can go a long way in instilling pride on the job. Latin Express' drivers purchase pilots' clothing: navy slacks, white shirt, and a blazer with an emblem. Tri-State Tours puts its drivers in red tailored sportcoats that underscore the operator's respect for its customers — and its staff.

Provide training. Detailed job descriptions and training ensure that everyone is on the same page. Job descriptions help too.

Participate in industry events. Encourage your drivers to get involved in safety events and industry driving competitions. Recognition is good for them — and for you.

Brag. Let your customers know you take pride in your drivers, and your drivers will bask in the glow. Lakefront Lines is one of many operators that tout its drivers' cumulative experience on its website.

Have a little fun. You know what they say about "all work and no play." Throw a holiday party. Schedule a pizza day. Or just crack a joke now and then. Keeping the workplace a pleasant place to be can pay off in higher driver retention rates, and that can pay off in the long run.

The FYI from MCI editorial staff values your feedback. Please e-mail any suggestions, comments, or ideas for future articles to fyi@mcicoach.com.