Why Ignoring Your Frontline Workers Is Costing You More Than You Think

Over the past few years, companies across industries have struggled to rebuild their teams and get operations back to normal. From restaurants in Denver to airlines nationwide, businesses can’t seem to hire and keep enough frontline workers—those hourly, low-wage employees who keep the wheels turning.

Many employers assumed this was just a pandemic-era problem. They raised wages, offered hiring bonuses, or added some schedule flexibility, expecting the labor shortage to disappear. But those quick fixes didn't solve the deeper issue: Most companies have fundamentally mismanaged and undervalued their frontline workforce. And it’s costing them—big time.

Let’s break down why this is happening, the most common mistakes employers make, and what businesses can do differently.

The Six Biggest Mistakes Employers Make with Low-Wage Workers

They Assume Workers Don’t Want to Stay: Employers often think high turnover is just part of low-wage work. But in reality, most frontline workers want to stay in stable jobs. They leave because of poor management, lack of career opportunities, or unpredictable schedules—not because they’re inherently “fickle.”
They Overlook Location and Stability: Low-wage workers prioritize job location and stability. Long commutes, unreliable transportation, or inconsistent schedules are huge barriers that push them away. Yet many companies don’t consider these factors when designing jobs.
They Underestimate Workers’ Goodwill: Surprisingly, many frontline employees have a positive attitude toward their employers—even when the pay is low. This goodwill is an asset companies are ignoring.
They Leave Career Conversations to Workers: Too often, companies expect low-wage workers to take the lead in career discussions. But many are hesitant to advocate for themselves, afraid to jeopardize their job security. Without structured career pathways and clear feedback, workers stay stuck.
They Don’t See Low-Wage Workers as Strategically Important: Companies invest heavily in attracting and retaining high-level talent, but overlook the fact that frontline workers are equally essential to the company’s success.
They Fail on Mentorship, Career Pathways, and Learning: Frontline workers rarely get the coaching, feedback, or development opportunities that could help them grow. High employee-to-supervisor ratios make it nearly impossible to offer meaningful mentorship.

What Employers Should Ask Themselves

If you’re a business owner or leader—whether you run a restaurant in LoDo, a real estate office in Cherry Creek, or a distribution center in Aurora—here are key questions to reflect on:

Do I understand why my frontline employees leave? Or am I just assuming it’s about pay?
When’s the last time I had a real career conversation with an hourly employee?
Are my frontline workers aware of opportunities to grow within the company?
What barriers outside of work might be impacting their ability to show up and succeed? (Transportation, childcare, food security, etc.)
How much am I investing in my frontline employees’ development compared to my salaried staff?
Do my managers have the time and tools to mentor and support these workers?

What Employers Can Do Differently

The good news? It doesn’t take a massive budget to make meaningful changes. Here are some practical steps you can take:

1. Invest in Career Pathways

Provide clear, visible paths for advancement. Share real examples of frontline workers who have moved up. Companies like Chipotle do this well, making it public knowledge that over 80% of their leaders started as hourly workers.

2. Improve Communication

Don’t wait for employees to ask about promotions or training—create regular touchpoints to discuss career development. Make sure frontline workers know what’s available to them.

3. Address Barriers Beyond the Workplace

Get to know your employees' challenges. Do they need better shift scheduling? Do they struggle with transportation? Partner with local services or organizations (like we do here in Denver) to help remove those barriers.

4. Mentor and Train

Mentorship shouldn’t be a luxury for salaried staff only. Equip your supervisors to provide regular feedback and coaching to hourly employees.

5. Collaborate with Other Employers

If you can't promote every employee internally, connect them with training programs or opportunities outside your business. Small business alliances, local chambers, and organizations like Network in Action Denver can be powerful platforms for this kind of collaboration.

The Bottom Line

Your frontline workers aren’t just bodies filling a shift—they’re the backbone of your business. Ignoring their needs, career aspirations, and personal circumstances creates a revolving door that drains your resources and damages your reputation.

When companies in Denver and beyond invest in their low-wage workforce, everyone wins: employees stay longer, productivity goes up, and businesses thrive.

If you’re looking for fresh ideas, proven strategies, and a community of business leaders who care about building better workplaces, I invite you to visit one of our Network in Action groups here in Denver. This is exactly the kind of conversation we have—sharing real challenges and solutions that help you build a stronger, more profitable business.