A few weeks ago at the day job, I was meeting with a couple of people on my team, discussing two training programs that we are in the process of updating. One of the programs is part of our onboarding process; new employees participate in the program between 30-60 days post-hire.
The team member who is developing content for that particular program joined our team less than a year ago, but she has been with the organization for 9 years, starting in an entry-level, frontline customer service role (and let me just say, she has quickly shown us that she is an absolute rockstar!). She said to me, “I’m having a hard time relating to the new employees. I’ve just been here so long, it’s hard to put myself in their shoes.”
Hmmm. That made a lot of sense to me. We settle into our routines. We become familiar with people, processes and products. And after a few years, we often find ourselves (unintentionally) out of touch with exactly what those new employees are really feeling when they first walk in the front door to start their career with our organization.
This goes for the folks who are responsible for developing and implementing onboarding programs.
So, how did I respond?
I told her to go to Starbucks.
I suggested that she stop by Starbucks, pretending it was her first day as a new barista, and do the following:
- Look at the different product offerings on the menu board, in the food cases and on the merchandise shelves,
- Listen to the process the cashier follows when taking orders and payments,
- Watch employees preparing food,
- Watch the drive-through interactions……and
- Watch how quickly the baristas can differentiate the different drinks and special orders and efficiently prepare them for waiting customers
If it was her first day on the job, how would she feel to take that all in? All of those precise details that seem so easy to existing employees are completely foreign to new ones. It takes time, training, support and coaching to build skills and familiarity when starting any new job.
The suggestion made sense to her – while we don’t sell coffee and pastries at the day job, we do have complex products, services and processes that employees need to learn and master to be successful on the job. And honestly, many of our new frontline employees came to us by way of customer-facing roles (including Starbucks). Those new employees might come to us being familiar with how to quickly prepare an obnoxious drink like this…
…but they don’t have a clue about all of the aspects that make our organization unique.
The end result of this little experiment? A better understanding of what it’s like to be the new kid on the block, and improved empathy and connection to the new employee experience.
So, if you or someone on your team need to reboot your understanding of how new employees feel….maybe it’s time to make a Starbucks run.
(That is, unless you currently work at Starbucks!)
Your turn: How do you stay in touch with the new employee experience? Share a comment below so we can learn from you!