Frontline employees often are treated as expendable. In the fast food industry, where annual turnover ranges from 72 percent to 150 percent, workers often leave and return with minimal training, causing organizations to churn staff without addressing root causes. It erodes trust and weakens teams, making it harder to build a sustainable workforce.
As labor shortages persist, finding and keeping the best workers requires more than a paycheck. A workplace needs to provide employees with purpose, control, and fairness. When employers meet those expectations, they earn loyalty, stronger teams and better performance.
What’s needed now are strategies that support the entire employee journey, not just quick fixes. An effective retention strategy rests on five foundational pillars:
- Flexibility
- Development
- Experience
- Well-Being
- Technology
Roadmap to Success
The following strategies offer HR and training leaders a practical roadmap to improve engagement, reduce turnover, and build a workplace where frontline employees feel supported and equipped to succeed:
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Create purpose through development and engagement.
Frontline workers want to grow, but their roles often lack clear paths forward, leading to early exits and missed potential. Companies can offer mobile learning, self-paced training and regular check-ins that reinforce goals.
Thoughtful onboarding sets the tone. Giving clear expectations and recognizing employees, especially within the first 90 days, increases retention. Ongoing recognition, such as sharing customer feedback or encouraging peer shoutouts, builds engagement.
For example, Chick-fil-A offers a Leadership Development Program with real-world business experiences over 24 to 36 months, focusing on personal and professional growth. Additionally, they have a six-month bootcamp for newcomers, reinforcing its investment in talent.
Trust is vital. According to Deloitte, employees who trust their organization are nearly three times more likely to exceed performance expectations. That trust grows when leaders follow through with actions like honoring shift preferences and upholding small commitments.
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Bring flexibility into scheduling.
Flexible scheduling isn’t a perk, it’s a necessity. Capabilities such as dynamic scheduling and earned wage access are tools that help employees manage real-life responsibilities.
According to MeQuilibrium, frontline employees report 33 percent more stress about paying monthly bills and 19 percent more stress about maintaining their lifestyle compared to salaried peers.
Modern tools can align shifts with availability while meeting business needs, creating predictable, equitable schedules that support autonomy.
Legislation is forming in response. Fair Workweek laws, or predictive scheduling laws, have been enacted in various jurisdictions, including New York City, Chicago, Philadelphia, and now, Los Angeles County. LA’s Fair Workweek Ordinance, effective July 1, 2025, mandates that employers provide employees with a written, good-faith estimate of their schedule before hiring and within 10 days of a request.
Another concern for frontline workers is compensation. Giving workers early access to earned wages helps reduce financial pressure. Managing cash flow between paydays can ease burdens and improve well-being.
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Focus on fairness and psychological safety.
According to MeQuilibrium’s findings, frontline employees experience elevated stress levels but are less likely to seek help. Consider these statistics:
- Anxiety and depression rates are 33 percent and 61 percent higher, respectively, among frontline workers.
- Frontliners are 50 percent less likely to seek support from leadership and 30 percent less likely to seek professional help.
This makes psychological safety a critical retention factor—especially for Gen Z. Harri’s research shows that Gen Z workers prioritize mental health, open communication, and trust in leadership. They value managers who provide honest feedback, model vulnerability, and engage regularly.
Supervisors play a key role beyond management in coaching, listening, and recognizing when someone might be struggling. That support requires consistency and care. Leaders who make time for regular check-ins and model healthy behaviors help normalize conversations about well-being and encourage others to speak up.
Fairness reinforces that foundation. Practices such as transparent scheduling; equal access to development; and consistent, respectful treatment create a culture where employees feel safe, valued, and embrace growth.
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Use technology to build connection.
Digital tools can strengthen the bond between workers and the organization by streamlining day-to-day tasks. A seamless employee experience means workers don’t have to toggle between multiple systems just to swap a shift, leave feedback, or find their schedule.
All-in-one platforms help create this kind of experience. Instead of managing a patchwork of disconnected tools, employees can clock in, view updates, and access resources through a single app. This approach reduces frustration and gives workers more control over their workday while boosting engagement.
With real-time tools, managers have more consistent ways to support their team, such as welcoming new hires with check-ins, celebrating wins, and keeping staff in the loop. These systems also surface important insights, including training gaps or disengagement, allowing managers to step in with support before small issues snowball into bigger problems.
Despite the benefits, only 20 percent of frontline employees say their workplace tech feels advanced. Most companies are missing an opportunity to deliver the streamlined, supportive experience today’s workers expect.
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Reflect employee values in daily operations.
Employees want their values to be aligned in the workplace. Honesty, mutual respect, and equality rank among the top factors employees consider.
In the quick-service restaurant (QSR) sector, leading brands are bringing life to these values. For example, Starbucks builds a sense of belonging with a culture grounded in dignity and openness, while Chipotle invests in employee well-being by offering mental health resources and clear advancement paths.
A recent workplace study found that 96 percent of job seekers value honest communication with their manager. The same survey reported that 82 percent of workers would be more loyal to a company if they felt they could speak candidly with their manager.
Building that culture means creating consistent feedback loops, being transparent in decisions, and treating fairness as a baseline. These practices boost morale while driving results. Deloitte found that companies with happier employees outperform others by 20 percent.
Build Loyalty by Meeting Real Needs
Frontline workers who feel supported and valued stay longer, contribute more, and drive growth. Employers must go beyond quick wins and shift to building trust, offering flexibility, and recognizing people as the core of every operation. Meet employees where they are, support them in their first few months, and continue to work with recognition and care.
