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The Retention Lesson I Learned the Hard Way

The Retention Lesson I Learned the Hard Way

Today’s message is a public service announcement. If you’re struggling to retain the best people – the people you were so excited about when they started – it might be time to look beyond performance. Sometimes, top performers can hurt your team more than they help. Sound familiar? Let me tell you a story.

Early in my leadership journey, I was handed a team of about 30 people. I was thrilled to finally be in a leadership role, but that excitement didn’t last long. One of the best performers on my team, a guy who made us look amazing on paper, was also my biggest headache.

He didn’t want to be on my team. In fact, his attitude was so bad that he turned into a morale killer. Every day, his poor behavior distracted and frustrated our team. It was so bad, it drove people to the point of quitting. I didn’t know it then, but I was dealing with a culture misalignment. His values and attitude simply didn’t fit.

While he excelled on paper, his toxic attitude outweighed his contributions. It took me six months to help him move on – far too long. During that time, I watched other team members grow disengaged. I nearly lost good, loyal people because I failed to act sooner.

People Quit Twice

Here’s the hard truth: people quit twice. First, they quit in their hearts. They disengage, start looking for better opportunities, and slowly detach from their work. Then, they officially quit when they tell you. The gap between those two moments can be months.

A recent study determined that a toxic company culture is by far the most powerful predictor of a company’s retention rate.

If a top performer’s attitude or values don’t align with your company culture, it creates a ripple effect. Disengagement spreads, morale plummets, and loyal employees start to question why they’re sticking around. It’s your job as a leader to spot this misalignment and act fast.

Why Top Performer Retention Isn’t Just About Performance

You might be thinking: “But they’re my best performer. I can’t afford to lose them.” I get it. When someone is producing big numbers, it feels counterintuitive to let them go. But here’s the reality: You can’t afford to keep them if they’re driving others away.

Let’s break this down:

  • Top Performers Can Kill Morale: When a high performer consistently clashes with others, they send the message that bad behavior gets a pass as long as you hit your numbers. This hurts morale and leads to resentment among your team.
  • The Silent Resignation: People might not complain to you directly, but they’re feeling it. Over time, their loyalty erodes. They’ll start checking out mentally and looking for other opportunities.
  • Performance Alone Isn’t Enough: A true top performer isn’t just about numbers – they’re someone who lifts up the team. They embody your company values and inspire others. If their attitude or behavior doesn’t align, they’re not a real rock star.

Spotting a Misaligned Top Performer

How can you tell if you have a misaligned top performer on your team? Look for these signs:

  • Tension and Drama: If one person seems to always be at the center of conflict, pay attention.
  • Team Disengagement: Are other employees suddenly less enthusiastic or productive? This could be a reaction to one individual.
  • Negative Feedback: Your team might not complain outright, but subtle comments or behaviors can reveal their frustrations.
  • Values Misalignment: Do their actions reflect your company’s Core Values? If not, they’re not the right fit.

If you’re holding onto a top performer whose attitude doesn’t align with your culture, it’s time to take a hard look. Is their performance worth the cost of team morale, engagement, and retention?

Sometimes, letting someone move on is the best decision you can make for your team. Building a successful business is about creating an environment where everyone can thrive and be productive.

Tools to Retain the Right People

If you’re struggling to retain top performers who fit your culture, it’s time to put tools and processes in place.

  1. Know Your Team’s Needs: Regularly check in with your employees. Understand what motivates them and what they need to succeed.
  2. Communicate Clearly: Talk about your company’s Core Values regularly. Make it clear that everyone, even top performers, must align with those values.
  3. Address Issues Early: Don’t wait months to act. If you spot misalignment, have a direct and honest conversation right away.
  4. Support Your Team’s Best Interests: Show your team that their morale and success come first. They need to trust that you’re looking out for them.

The key to retention is retaining the right people.

The Courage to Act

Addressing a misaligned top performer isn’t easy. It takes courage and leadership. But here’s the good news: when you take action, your team notices. You’re showing them that their well-being and the company’s culture matter more than one person’s numbers.

At Core Matters, we’ve worked with countless business leaders who faced this exact challenge. We’ve seen firsthand how addressing culture misalignment transforms teams. Morale improves. Engagement skyrockets. And loyal team members feel valued and supported.

If you’re ready to hire the right people who not only have the skills but also align with your company culture, we’re here to help. Learn how to interview effectively to check for culture fit before making your next hire. Contact us today and let’s build a team that thrives together.

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