P&MM practises what it preaches

Agents can boost turnover by focusing on their own employee happiness, according to P&MM director of communications Debra Nightingale. At the Forum, Nightingale showed how P&MM increased turnover from £20m to £42m between 2001 and 2004 by implementing a three-year strategy to "put staff at the heart of the business". "We made employee satisfaction one of our business objectives," she said. "Staff turnover has since dropped from 26%to 11%, against an industry average of 16%."

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