Here are three important tasks that will help new hires be successful.
Most of us can remember being a new hire at some point in our professional career. Despite having the experience and or qualifications required for our new position, there’s still a bit of apprehension when one finds him or herself in this situation.
It’s important for an organization to assist new hires in gaining confidence as this can certainly have an impact on a customer’s experience.
Here are three tasks that I call the I. E. E. method of helping new hires be successful.
I = Indoctrination – In order to get a new employee off on the right foot, I think it’s necessary to indoctrinate the person into the culture of the company. This should include the company history, core values, the present company goals and how their position fits into the company reaching it’s goals.
If possible, arrange for departmental managers to speak with the new employee on the services their respective departments provide to the organization. Allow for the new employee to spend time in each department (where possible) to get the “big picture” perspective of the organization.
E = Education – This step helps the employee perform at the highest possible level. Equip new hires with the necessary tools to be efficient and effective in their position. Provide product/service knowledge training, Allow the new hire to experience the product/service first hand to get the customer’s perspective.
For those new hires that will not be customer facing employees, allow them to spend time with employees who do interact with the customer. In doing so, they more than likely will develop a sense of appreciation for customer service personnel and get a better understanding of customer needs and requests.
Create opportunities for them to spend time with others within the organization who are impacted by the new hire’s job duties and with those who impact the new hire’s position. Doing so helps the new hire to understand the needs of his/her internal customers. Make sure the new hire has received training with the tools required to perform daily tasks – internal systems, software, hardware or whatever the employee will use in fulfilling their position requirements. Remember to provide steps for task completion as this gives the new hire a sense of having the ability to accurately complete tasks.
Knowledge plus repetition usually equals success. Be careful not to rush this step. Think about the long-term impact that you want this new hire to have upon your organization and your customers. My Dad used to say “Haste makes waste boy!” when I would get in a hurry to complete tasks. He knew that mistakes usually happen when one is in a hurry. Take your time when educating new hire personnel. Your organization will reap the benefits!
E = Evaluation – After indoctrinating and educating new hires, it’s time for evaluation. Advise new hires of the evaluation process. Let them know you’re interested in their progress as a new employee. It’s important to provide feedback to new employees. Set and keep evaluation/feedback appointments. I suggest weekly sessions for the first ninety days. Encourage the new employee to ask questions during these sessions.
Observe the new hire “in action” and reinforce successes with on the spot affirmations. Where the new hire works in a team environment, get objective feedback from teammates. New employees must be kept in the loop regarding their progress up the learning curve. Their ability to reach the top of that curve is dependent upon the receipt of regular performance evaluations.
A new employee is dependent upon an organization for assistance in successfully performing the duties for which they were hired. Use the I.E.E. method to ensure they get off to a good start! Your customer is depending upon it!
About the Author
Recognized as “one of seven useful Twitter people for retailers to follow” by Mystery Shopping Experts of the UK, Customer Service Speaker, Author and Consultant Errol Allen utilizes his 25+ years of practical hands on experience to assist organizations in developing customer service strategies for maximum customer retention. Errol believes that a systems mindset is critical to an organization’s success in providing great customer experiences.
