INSIDER, December 2025 | By Sarah Nicastro, Founder and Editor in Chief, Future of Field Service

We're struggling with retention. Any advice?

I’d encourage you to ensure you’re conducting exit interviews and, in them, asking open-ended questions around reasons and then truly listening.

I’ve found that if an employee is part of a team and company that has a positive culture, they won’t leave for a marginal pay increase – so try not to fall back on that as an excuse; be willing to examine the realities of where the employee expectation differs from the experience you’re offering.

Strong leadership is such a crucial aspect of the employee experience, so that may be an area that deserves attention (and investment if found lacking). Once you identify root cause, you can reflect constructively on what you are willing & able to address.

Between leadership levers (improving communication, listening, showing appreciation, fostering a sense of purpose) and the creative options companies have today to address evolving expectations (career pathing, upskilling/reskilling, remote service roles for increase flexibiity, etc), there are many ways to improve retention.

In a previous UNSCRIPTED podcast episode 325, Dave Sarazen of Mutlivac shares the actions his company took to cut technician turnover in half. Give it a listen or read my synopsis of the 11 success factors that contributed to their success here.