It can be a challenge though to find that right person, even for companies willing to pay above average and invest in culture. When it works, it’s beautiful, but I know a lot of small businesses that struggle with slow to hire. Sometimes the desk can only sit empty for so long. Either way, you nailed it: there are huge soft costs to getting the wrong person.

Hey, if it was easy, everyone would do it, right?

You mention customer service deteriorating primarily because of turnover and low wages. There is certainly a ‘cost’ associated with this and we teach the same thing in insurance and controlling costs for our customers. Be slower to hire, have a competitive wage, and have the right culture and it’s truly a case of spending $5 to make $20. Some business owners don’t account for the ‘soft’ costs and dollars going out the back door.