Want to Win the War on Talent? Embrace the Human-Centric Evolution of Work

If you would have asked me in February 2020 if SmileDirectClub would ever consider adopting a virtual work model, the answer would have been easy: no way! In-person collaboration was at the heart of our Team Member experience. But after over a year of unprecedented firsts, I would have been wrong.

Like a vast majority of employers, SmileDirectClub did not have a large remote workforce prior to the pandemic. As a rapidly growing telehealth leader and international oral care company with our global headquarters in Nashville, TN, our high-energy, mission-driven culture thrived in an open physical environment populated with “Smiles Made Here” signs, and perks like foosball in the lunchroom and free lunch Fridays. However, today’s talent wants a different model.

What Talent Wants

According to PEW Research, more than half of American workers would prefer to stick to telework after the pandemic is over, and the EY 2021 Work Reimagined Employee Survey found that 54% of workers around the world would consider leaving their job post the pandemic if they are not afforded some form of flexibility in where and when they work. 

The data speaks volumes. The time is now to make a change because the war on talent is here, and “the talent” is telling us exactly what they want.

Listen to Your Team Members

SmileDirectClub announced the Company would embrace virtual and flexible work for good a couple months ago. All SmileDirectClub Team Members besides retail, operational and manufacturing roles have the option to work virtually, in-person when the office reopens, or a mix of both. This wasn’t an arbitrary decision. In 2020, approximately 97% of our Team Members told us they wanted some form of flexibility when the pandemic came to an end. Less than 2% wanted to come back to an office fulltime. We realized we needed to change if we were to retain our current talent and attract others.

Listening with empathy to Team Members is critical to any organization, especially right now as we navigate our way to a new normal. Listening is essential to a human-centric approach to work.

The Human-Centric Future of Work

Human-centric workplaces are focused on people, listen to their needs, and take action to support them. They seek to understand the unique desires of their workforce, use creativity to solve problems, and ensure they are still meeting the needs of the business.

As the research suggests, we are approaching a seismic shift in work. I can tell you from experience that there are still a lot of unknowns. A virtual and flexible work environment presents a new set of challenges with the supporting infrastructure in need of change, too. Luckily, as an innovator, the unknowns and challenges have never held the team at SmileDirectClub back. They only serve as a sign that we’re on the right path and give us the opportunity to be part of the solution.

The Unexpected Benefits of Virtual/Flexible Work

So far, embracing virtual and flexible work has greatly benefited our organization. Collaboration has skyrocketed and teams are closer than ever before as there are no capacity limits to our virtual meeting rooms. They feel listened to with the workplace flexibility they desire. From a talent acquisition perspective, there are very few geographical boundaries to our recruiting. New prospects greatly value the work-life balance that virtual and flexible work provides.

You’ve Got the Virtual World in Your Hands

Our Team Members spoke, and we are so glad we listened. We will continue to put our ears to the ground to make sure that we are meeting the changing needs of our organization.

If you’re a Team Member – use your voice! People are listening. If you’re part of a People & Organization team, I encourage you to have conversations, understand the data and how it can impact your business, and make the right decision for your organization just like we did for ours. Turn the “no way” into “let’s give it a try.” The SmileDirectClub team is sure glad we did.