Since its inception in 1987, language services provider, ASTA-USA Translation Services, Inc. has served a diverse clientele. From governmental agencies, automotive manufacturers, HR professionals, and international law firms, ASTA-USA works closely with employees to curate fast and precise translations. In evaluating the average length of partnerships between the company and its clients, the president and founder, Mr. Alain J. Roy, noticed that they were substantially higher than average. They facilitated language services for many of these enterprises and non-profit organizations for over a decade.
While this, in and of itself, is a feat that all leaders strive to attain, the deeper he delved into the numbers, the more he learned. With one client, in particular, ASTA-USA provided more than 450 translations in 22 different languages over the years. During this timeframe, one project manager handled all of these projects on ASTA-USA’s side while 44 different c-suite executives coordinated on behalf of the client. Although the client’s relationship with the language services provider continues to thrive, 17 of these executives have since left the organization.
“Aside from the fact that we always deliver error-free services on time, or ahead of schedule, we strongly believe that the central reason our clients stay with us centers on the fact that most of our account managers, professional linguists, and administrators have been with us for 10, 15, 20 years or more. We pride ourselves on superior quality, not only in terms of how we serve our clients but also in the way we treat our associates,” Mr. Roy reports.
Forging and sustaining relationships with clients is always a priority in business; however, Mr. Roy doesn’t reserve these efforts for clients. ASTA-USA employees and associates generally stick around for a decade or more as well, which far exceeds the average turnover rate. This phenomenon isn’t a matter of luck; it is a calculated effort curated by superior leadership.
So, what makes ASTA-USA—a language services provider—different and how can you achieve the same low turnover rate in your organization? Consider the following:
Communication is a Two-Way Street
When those in positions of leadership communicate regularly with members throughout the organization, it helps to ensure that everyone is on the same page. Despite this, leaders can’t talk at their employees and expect to achieve low turnover rates or a productive business, in general. Instead, communication must be a two-way street where employees are encouraged to express their thoughts and concerns, and the leadership effectively acknowledges and responds to these matters.
Be Flexible
Back in the 1990s, remote work was a fairly foreign concept reserved for the elite as they took phone calls from golf courses or restaurants. Mr. Roy; however, recognized the benefits of the work-from-home model as a language services provider, long before its popularity. This flexibility, in turn, improved employee loyalty as they were able to exercise better work/life balance while saving commute time and gas/vehicle maintenance costs.
Create an Inclusive Workplace
Inclusivity and diversity have been hot topics in the corporate world lately, but they have always been crucial when it comes to matters like reducing employee/executive turnover rates. As a trusted language services provider, our culture is built upon a foundation of inclusivity and diversity. With translators that span the globe, every culture is embraced, making a difference in retaining clients and employees alike.
Want to learn more about executive and employee turnover rates? View the full story here: Is Your Top Executive Turnover Rate As High As Your Competitors?