Tales from Trenches: Lessons from the HR and ER Frontlines

By Mark A. Lema,  MHR, SPHR, SHRM-SCP.

Every time we return to help a client for a second time, we often face a familiar and frustrating response from employees: “Nothing has been done.” Despite their initial willingness to give management a chance—usually after voting against union representation—employees express disappointment when they don’t see visible, meaningful follow-through. Their frustration is real, and their trust erodes quickly.

While many employers do take steps to improve wages, policies, or working conditions after a union campaign, the core problem often lies in poor communication. When employees don’t understand how their concerns are being addressed, it feels as if nothing has changed. This lack of transparency fuels skepticism and opens the door for unions to reengage.

Here’s a practical tip that has proven effective when employees give management a second chance: Create an Employee Focus Group (EFG).
An EFG helps build trust by involving employees in the post-campaign process. It’s not about negotiating wages or terms—doing so would violate the National Labor Relations Act—but about providing a structured way for employees to give feedback and track progress on key concerns.

Guidelines for Effective EFGs:

• Set clear rules: Define the group’s purpose, participation process, leadership structure, and how decisions are made. Always consult legal counsel to ensure compliance.
• Track visibly: One client used a whiteboard to list all post-campaign action items, their status, and tentative deadlines. EFG members updated it regularly, and nothing was marked “complete” without their confirmation.
• Meet regularly: Monthly EFG meetings allowed employees to raise new issues, discuss progress, and stay engaged in the process.

This approach creates a sense of shared responsibility and keeps expectations grounded. Not every change will satisfy every employee—and some may never be satisfied no matter what—but most of the workforce (think 80%) will recognize genuine, consistent efforts to improve.

I often compare this to ordering pizza in a big family. Some want double cheese, others want no pepperoni, and some want only veggies. You’ll never please everyone, but if people feel involved and see their voice reflected in the process, they’re more likely to support it.

Final thought: Once the union election is won, the employer has a limited window—12 months—during which a new election petition cannot be filed. However, that doesn’t stop a union from staying in contact with employees and preparing for another push. If employees don’t see visible, credible changes, it’s only a matter of time before the cycle starts again.