HBR On Leadership

Why Your Frontline Employee Turnover Is High

Apr 2, 2025

Joseph Fuller, a management professor at Harvard Business School, and Manjuri Raman, a senior researcher, dive into the hidden dynamics of low-wage worker turnover. They argue that high turnover isn't just a pandemic issue, but stems from long-standing management misconceptions. Workers seek loyalty, growth, and clear career paths, not just pay. The duo offers actionable strategies for leaders, emphasizing mentorship, effective feedback, and proper job design to enhance retention and satisfaction among frontline employees.

26:20

Episode guests

Manjuri Raman

Joseph Fuller

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Episode notes

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Quick takeaways

Many companies overlook the career ambitions of low-wage workers, leading to high turnover and reduced employee morale.

Investing in mentorship and career development for low-wage employees can significantly enhance retention and overall organizational effectiveness.

Deep dives

Understanding Low-Wage Worker Retention

Many companies misinterpret the reasons behind the high turnover rates among low-wage workers, often attributing departures primarily to higher pay elsewhere. However, research indicates that only about 40% of low-wage workers leave for better pay—transportation issues and job accessibility are significant factors for almost two-thirds of those who quit. This misconception arises from a lack of awareness in the business community regarding the real challenges faced by these employees. Addressing such issues through better job design and support systems can lead to improved retention and worker morale.

Intro

2min

Understanding Low-Wage Workers

9min

Redefining Employee Investment: Breaking the Cycle of High Turnover

4min

Strategies to Reduce Frontline Employee Turnover

2min

Empowering Frontline Workers

12min

Many people blame the shortage of low-wage workers on the enduring impact of the pandemic. But management professor Joseph Fuller and senior researcher Manjari Raman of Harvard Business School say that the real reason has been long in the making. Their studies show that companies view low-wage workers as people who will be in the job only for a short time. Instead, the researchers find that these employees are loyal and want development and a clear path to career advancement. The researchers share practical suggestions for how leaders and managers can do better in hiring, development, and mentoring. Fuller and Raman wrote the HBR article “The High Cost of Neglecting Low-Wage Workers.”

Key episode topics include: career development, talent management, hiring, recruitment, promotions, leadership

HBR On Leadership curates the best conversations and case studies with the world’s top business and management experts, to help you unlock the best in those around you. New episodes every week.

Listen to the original HBR IdeaCast episode: Stop Neglecting Low-Wage Workers
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HBR On Leadership

Why Your Frontline Employee Turnover Is High

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

Understanding Low-Wage Worker Retention

The Strategic Value of Low-Wage Employees

Creating Supportive Work Environments

Remember Everything You Learn from Podcasts