The Loss Of Expert Know-How Is Getting Worse Due To The Pandemic

By Dave Bennett, RevTwo

Companies for years have been dealing with an aging workforce, losing talent and know-how to retirement. Now the pandemic has accelerated this, in all industries and at all levels. How do you replace the 20-year service or maintenance veterans and the know-how that is in their heads? Right now, your best techs are super busy supporting customers and newer techs. One of them calls you tomorrow and says they are suddenly retiring. How can you make up for their knowledge once they walk out the door?

The Boomer generation of workers didn’t job hop too much. One study says the average job tenure for Boomers is 8 years. That’s a lot of time to build up expertise. On the other hand, the same study says Millennial’s average job tenure is 2.4 years. So the Boomers are retiring, and it’s likely their replacements won’t stay around as long. What is your plan?

Due to the Pandemic, end users of equipment are wanting to do more problem resolution themselves without having to rely on support and a potential site visit from an engineer. How can you up-skill the users of your products so they can do this?