3 make-or-break strategies for building a best-in-class onboarding experience

Today alone, in my work email – not even counting messages received in my personal email – I received over 30 solicitation emails (only a few were from organizations I know/like/trust and opted into at some point), telling me how I can improve the results of my (insert program) or how I can maximize efficiency with (insert process). You know the drill – your inbox probably looks the same way on any given day.

One commission-hungry, cold-email sender actually quoted THIS BLOG to me while trying to peddle his wares….that was interesting….

Another email promised me the key to unlock a better onboarding, and that if I did this, I could “finally set it and forget it.” Once the irritation subsided, it got me thinking…

There is so much subjectivity in any HR, learning or talent program. Every organization is unique: priorities, challenges, workforce, budget, customers, geography – and so many other factors – mean there isn’t one magic bullet that will ensure success.

This includes your onboarding efforts!

Regardless of the uniqueness of your organization, defining what these three strategies should look like in your world, and mindfully implementing opportunities to leverage them during your new employees’ first weeks and months on the job will set your program apart and encourage more rapid productivity and elevated job performance, which can be directly translated to tangible business results.

These 3 make-or-break strategies center around the sheer power of a meaningful WELCOME:

===> Welcome to the COMPANY: From their earliest moments interacting with your organization and brand, find ways to connect new employees to your:

  • Vision
  • Mission
  • Customer
  • Products & Services
  • Industry
  • Competitors

Every employee – new or experienced – should be able to establish a “direct line of sight” from their role to your customer. Help new employees make the connection immediately!

 

===> Welcome to the TEAM:  Relationships are at the core of the new employee experience, and “team” means both the entire organization and and the local department/business unit. New employees need to be provided with multiple opportunities to feel your culture in action. Make your core values come to life. Engage new employees in both formal and informal relationship-building activities to help provide context to organizational makeup and structure. For those employees teetering on the “Did I make the right decision to come work here?” fence (and there are more of those folks than you might realize!), feeling connected to a warm, inclusive team could make all the difference.

 

===> Welcome to the JOB:  Training matters. Providing a relevant, well-crafted learning plan is essential for all employees, regardless of role. The most effective learning happens over a period of time, through a variety of methods, including:

  • Instructor-led training (face-to-face or virtual classroom) on systems, processes and procedures
  • eLearning modules deployed via Learning Management System (LMS)
  • Mobile-friendly content
  • Job aids and other resources
  • Social tools – Slack, SharePoint, your intranet or other collaborative platforms
  • Peer mentoring
  • Giving/receiving feedback
  • Hiring manager coaching
  • Team meetings
  • Meet-and-greet sessions with cross-functional roles and teams
  • Introductions to key vendors, clients and projects

The most effective learning will happen through a deliberate blend of formal instruction, coaching and relationships and informal, on-the-job learning. Yep, 70:20:10.

 

Friends, you just can’t “set-and-forget” onboarding.

Sure, you can automate paperwork and build efficient processes. But the true mark of a successful program will fall in these three areas. Look at your organization’s unique factors, and make sure each facet of welcome is well-represented.

 

Your turn: How do you welcome new employees to the company, team and role? Share a thought, tip or strategy in the comments below!

 

Like it? Share it!

 

 

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5 ways that “offboarding” can elevate your onboarding efforts

In my book, Talent GPS: A Manager’s Guide to Navigating the Employee Development Journey, my co-authors and I provided managers with easy-to-use processes throughout the entire employment lifecycle, from the initial interview through when an employee leaves the organization. While we typically focus a lot of our energy on developing employees in their roles or preparing them for a future role, there is something to be said for connecting the dots between an exiting employee and onboarding his/her replacement.

I’ve been thinking about that offboarding –> onboarding connection lately. Many organizations conduct an exit interview and/or deploy a survey (my opinion on this process is a post in itself) to solicit feedback when an employee has one foot out the door, and that’s it….sometimes (often?), that feedback is sucked into a black data hole, never to be reviewed or acted upon.

So, how can we better leverage an exiting employee’s perspective to set an incoming employee up for success, particularly when that employee is leaving the organization on good terms?

A few thoughts:

Tie up loose ends: When an employee leaves mid-project, his/her replacement often inherits the project….and could use a decoder ring to figure out fragments, manual processes or key stakeholders. Create an action plan to tighten up incomplete projects while the exiting employee is working through his “two week notice,” and consider creating a simple transition template to capture helpful information to pass along to a new employee.

Transition tasks and projects ahead of time: Don’t wait until the exiting employee has departed…create a plan in advance for who will be assuming projects and responsibilities. That allows the exiting employee to…..

Share legacy knowledge with others: Document processes. Make introductions with vendors or other stakeholders. Create checklists, templates and job aids to simplify tasks and processes. Discuss challenges, solutions, tips and other helpful information that will serve new employees (and other team members who will absorb work!) effectively.

Get feedback: Ask your exiting employee about his role, tasks, projects and responsibilities. Look for inefficiencies, communication gaps and other pain points that could be addressed before your new employee joins the team. Taking action, particularly on quick wins, will help set your new employee up for success.

Show respect – both ways: Recognize effort made and results delivered by the exiting employee during his/her tenure with the organization. Then, respect the endeavor your incoming employee will make to quickly jump in and become a productive team member. A little mutual respect goes a long way.

 

Your turn: How do you “offboard” your exiting employees? What strategies have you found successful to bridge exiting employees with new (or internally transferring) employees? Share an idea, thought, tip or comment below so we can learn from one another!

Onboarding is not a “Nice-to-Have”

I had a brief conversation with a consultant and business owner at a networking event a few months ago, where the topic drifted to the new employee experience. We were discussing a few general best practices and he probed why onboarding is the niche market I choose to serve in my consulting practice. Trying not to bore frighten overwhelm him with my exuberance and sheer geekdom on the topic, I simply replied that there are so many well-meaning organizations who really miss the mark with their onboarding efforts…and there are numerous opportunities for onboarding to make a measurable impact on an organization’s bottom line and to drive engaged, productive employees and teams.

To which, he replied:

“Yeah…but onboarding really is a ‘nice-to-have,’ not a ‘need-to-have.’ Why waste your time on something that isn’t essential?” 

And Michelle was kicked out of the networking event for causing a scene.

The End.

Just kidding.

But I did quip back with, “That mindset is exactly what I’m committed to changing.” He laughed and told me to give him an example. I rattled off a quick case study about an organization I worked with who updated their onboarding program and resulted in a significant decrease in employee turnover among new employees and leaders and a reduction in errors by new customer service reps in the first 30 days. I connected that back to a financial win for that organization, and watched his eyes widen as he processed my 30 second, Cliff’s Notes-style summary…

I couldn’t help but smile when he said, “I had no idea. You’re absolutely right.”

Friends, onboarding is an essential component to your people and operations strategy. It’s a “need-to-have,” because:

It is more than paperwork.

It is more than getting their desk and computer set up.

It is more than a lengthy PowerPoint and a building tour during Orientation.

 

Onboarding is a strategic, competitive advantage that can yield tangible business results for your organization:

It’s about welcoming a new employee to the company, the team and the role.

It’s about setting new employees up to be successful over their first several months on the job, not hours.

It’s about building connection and community.

It’s about moving your business forward.

 


 

Is your organization one of the well-meaning ones who are simply missing the mark? Perhaps your leaders and decision makers don’t see the value….well, as I shared in a previous post, Why do leaders care about onboarding?, leaders care about onboarding when we tell them to care. Give them a reason. Build your business case and make it irresistible.

There is still time to make this happen in 2018! Download this free tip sheet to help you get started:

5 Steps for Getting Leader Support for Onboarding

In my annual State of Onboarding survey earlier this year, I discovered an overwhelming interest in courses, webinars and workshops that enable professionals on developing and implementing onboarding strategies. Thank you for the feedback….because friends, I listened, and I’m thrilled to be launching a self-study course and DIY kit in the coming weeks:

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Whether you are a team of one or on a team of many, this course and DIY kit will give you everything you need to identify your unique opportunities to drive business results through onboarding, and build a compelling case to get your decision makers on board.

Want the inside scoop when it’s available?  Join the list to be the first to know!

Let’s Make Onboarding Better….together!

 

Why do leaders care about onboarding?

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It’s one of many million-dollar-questions in the business of “talent” these days. Why do our leaders and executives care about onboarding?

I attended a conference session last week led by Tamar Elkeles, Ph.D., a former Chief Learning Officer of the Year during her longtime tenure with Qualcomm. Dr. Elkeles had some no-nonsense insight into the ever-evolving role of a Chief Talent Officer. While the session itself wasn’t necessarily focused on onboarding, but rather the position and challenges of talent leaders in general, there were some parallels I took away that are highly applicable:

Key Talent Challenges Facing Global Organizations:

  • Forecasting the future…and developing people for jobs that don’t even exist yet
  • Creating a company culture that maximizes employee growth and engagement
  • Retaining talent to drive business success
Source: Tamar Elkeles, Ph.D.

(If those challenges don’t directly correlate to onboarding, I don’t know what does.)

If our job is to find a solution to these challenges and address them through onboarding, then we need to have a seat at the table to better understand the underlying drivers:

  • To learn about jobs that don’t exist yet, we need to understand the industries we support, the products and services our organizations deliver and new innovations that require us to evolve.
  • To contribute to company culture, growth and engagement, we need to create onboarding programs that embrace and immerse new employees and help them feel connected.
  • To effectively retain talent, we need to enable new employees up to learn, perform and be successful, quickly.
Getting started with onboarding? Check this out: 5 Must-Capture Onboarding Metrics to Prove Your Value

Perhaps the most provocative statement that Dr. Elkeles stated during this session, and possibly the sentence that resonated with me more than anything during the entire conference was this:

“Executives care because we tell them to care.”

(This quote is paraphrased a bit, because I was in the middle of an “a-ha” moment when she said it, and didn’t write it down fast enough!)

But please let the point resonate as loudly with you as it did for me…

Many (not all) of our executives and senior leaders fail to recognize the value in developing talent, or providing a rich onboarding experience for new employees. Only when we claim a seat at the table (or contribute in our role in a way that our department leaders can claim that seat on our behalf) and TELL THEM how onboarding impacts these challenges, will the impact our programs are making “bubble up” and be:

Seen. Heard. Felt. Measured.

Providing an intentional onboarding experience is the necessary foundation and logical starting point for a results-driven talent engagement, development and retention strategy. It’s a competitive advantage that will set your organization apart, and be YOUR professional advantage, if you are looking to build influence among leaders.

Take some action: Find what matters in your organization, what drives business, and what keeps your leaders up at night…and discover how onboarding will make a positive, measurable impact.


Talent GPS is here! 

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I’m thrilled to have co-authored the book, Talent GPS: A Manager’s Guide to Navigating the Employee Development Journey, with Lou Russell and Brittney Helt. If you manage people or support those who do, you’ll want to grab a copy!

Buy now


Are you ready to Make Onboarding Better in your organization?

We are nearing the halfway point of 2017 already! Is updating (or starting) your onboarding program on your list of goals this year? How’s that going?

Based on overwhelming feedback from our annual onboarding survey this winter, we are getting ready to launch an exclusive online community, completely focused on making onboarding better. Whether you are just getting started with developing and implementing an onboarding program, or you are committed to improving the new employee experience at your organization, this community is for you.

Be one of the first to learn more and to get pre-launch access to the community.

Subscribe today and be in the know!