Once you have an effective recruiting and hiring process in place to ensure that you have the right people for the organization, the question becomes, “How do you keep them?” After all, if you are going to invest the time and money to recruit and hire the best of the best, it is self-defeating to drop the ball after the employee comes on board.
The foundation for employee retention that supports the recruiting and hiring processes is a strong orientation program that conveys the culture of the organization and ensures that new employees understand their role in delivering on that culture. It clearly communicates expectations of employees’ behaviors and actions while on the job and provides the tools that enable the employees to deliver on those behaviors and expectations. Most companies have an orientation of some kind. But I am not referring to eight hours in a room reading from the policies and procedures manual.
So what are the elements of an effective orientation program, taking into consideration the specific needs of the organization, its corporate culture, and the employee and customer demographics of the region? Very broadly, they are:
- Introduction: A warm welcome sets the tone. Every person should be greeted and welcomed personally by the facilitator of the program. Whenever possible, a personal welcome by a company executive makes a lasting, positive impression.
Sidebar: One organization that we have recently assisted with the redesign of its orientation program now has the CEO make an appearance at the beginning of each program. She takes about two minutes to introduce herself and tell the group how excited she is to have them on board. The goal is for her to make her welcome as a personal appearance, but for those times when she is not available, they have created a video that is shown at the very beginning of the orientation program. The response from the groups so far has been very exciting. In evaluations at the end of the program, the number one comment is that having the CEO welcome them makes them feel special and valued!
- History: Give the new employees a sense of where the company has been. Only by understanding where the company has been and how it began can the new employee understand how it arrived at its current position in the market place. The history should include stories about the mistakes, the struggles and the successes of the company that give the employees a sense of the real people, the founders that are the core of the current culture.
- Present: Talk candidly about where the company is today, who you are, how you operate, how customers interact and do business with you. This is also a good time to talk about current milestones and successes and the processes, policies, procedures, and philosophies that contribute to the company’s success today.
- Future: Clearly and passionately articulate the vision for the future and the employees’ role in making that vision a reality. If possible, give information regarding exciting projects on the drawing board and the benefit of joining the company at this time.
- Tools/Resources—to include but not limited to:
- Policy and procedural manuals
- Contact lists
- Employee handbook
- Insurance information
- Other collateral deemed necessary
- Fun: A great orientation program builds in fun through activities and interaction. For example, at Walt Disney World, the orientation instructors interact with the new employees by engaging everyone in a quick and simple activity. Each table is asked to name as many Disney characters as possible in one minute.
It seems frivolous and a little silly, but the activity actually has meaningful purpose:
1. It fosters teamwork, a big part of Disney’s culture
2. The animated characters from Disney’s world famous films are not only part of the company’s culture, but guests often ask Cast Members questions about characters
3. It engages the participants, creating an atmosphere of involvement; another key element of the Disney culture
One of the questions frequently asked by our clients is “How many hours/days should we devote to orientation?” Most of our clients find that an effective orientation is comprised of a 7 – 8 hour day to address the topics we have discussed above and a second day of 3 – 4 hours to convey policies, procedures, review insurance, etc. However, each organization is different with varying needs. Only you can determine what will work for you. The key is to remember, that your orientation program lays the foundation for your expectations of the new employees and provides them with the tools and resources to deliver service that is in alignment with your culture and your values.