Jul 15, 2015 in Technology & Business / By Joe Tricker

Onboarding Key to Long-Term Success

Meeting with a new client who has just signed up for our service is an exciting time. It means they have placed their trust in our service, our brand promise, and our people. As an organization, we are going to do everything possible to make the client happy & profitable for a long, long time.

The same holds true when a new employee begins their career at MotherG. They have chosen us just as much as we have chosen them. They will rely on our organization to provide service, keep pre-hire commitments, and on their new colleagues to orient and guide them from day one to day one million.

In both cases, it is imperative to have and follow your processes from onboarding to the last breath.

Why are onboarding processes important?

  • Time is money
  • Lessening the orientation time translates into quicker production, sooner profit is seen.
  • Retention – engagement up front.
  • Consistency – do it the same every time quickens the pace, makes it all seem natural.
  • Living example of brand promise, core values, culture.
  • Expectations are established and boundaries set.
  • Make the client / employee feel welcome, part of the family right off the bat.
  • Management overhead – takes administrative time in a reactive “go get this” mode.

 Onboarding begins before the first day

  • Know what you’re looking for in a client / candidate.
  • Establish / publish a description – know your needs, define your core customer.
  • Determine if a client/candidate fits this description on paper and in person.
  • Quickly cut ties as soon as you know there isn’t a fit.

Processes for the first day

  • Create a project plan or master checklist with sub tasks.
  • Make sure you are ready:
    • All required documentation sent or printed ahead of time.
      • Be prepared to discuss and highlight key points
    • Introductions – who is who and who does what
      • Who can I ask questions
    • How do I get support?
  • Have a schedule, and adhere to it.
  • Training materials, information, etc.
  • Personnel scheduled
    • Onboarding engineer
    • Human Resources
    • Payroll

With any luck, both your new client and your new employee will be with you for the long haul. Eventually the honeymoon phase ends and we carry on with our lives. Actually, I take that back. It isn’t luck at all. It’s the process and planning that get you to where you are. However, no process is perfect, and part of your final process tasks should include two things.

First, ask the client or the candidate simply “how did we do?” – listen to their feedback. Are they happy? Do they feel comfortable and confident with their choice? Are there concerns? Praise?

Secondly, take this feedback and refine your process, because you’re about to do it all over again next time!

 

 

 

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