Onboarding Like a Pro

Onboarding is similar to getting everyone on the plane in the right seat and providing instructions to keep everyone safe. So don't skip this part. Onboarding gives you a final opportunity to make sure you have the right passengers and avoid any emergency landing to get unruly passengers off the plane.

Conducting the onboarding process right ensures everyone is "all clear."

Onboarding Team Members

The investment in the development of those you elect to add to the team begins at the onboarding stage. Building a team is both exhilarating and exhausting; done right, it can be more of the former. However, processes and standard operating procedures are critical, and how these frameworks are applied matters more.

What do I mean here?

The onboarding process determines how an employee shows up on the first official day of work. Team members gain a glimpse of the cultural norms and employer expectations and begin to get clarity on whether or not they belong. SHRM provides a helpful guide to onboarding if you need a more in depth starting place.

If there were three pillars that I've found that support a successful onboarding process but are often under or not utilized, they would be:

Communicate expectations early.

Too often, expectations are communicated after the first day of work. Sometimes it is because of the logistics of the onboarding process; other times, it's simply because it's only vital once you're in your seat. That's a little too late. Waiting until the onboarding process is complete to communicate job expectations is like sharing wedding vows after the wedding. Employees want to know their expectations and what they're committing to before they say their final "I do."

Demonstrate how cultural values are lived.

I once worked for a company and I loved the thought of being on staff. I loved the people and the mission. I still do love them both. One of the cultural values was fun. Fun wasn't something written in a handbook but was essential to leadership. Here's where the challenge kicked in: my definition of fun and their definition of fun at work were very different. I remember going to HR to share that I'd like to be more productive, but there are times when I'm in the middle of a phone call or deep in a train of thought, and someone will get the urge to blast their favorite song and sing to the top of their lungs and throw things across the room. (True story of my once cubicle life) HR explained that they wanted this to be a fun workplace, and I'd need to learn to assimilate. That's fair, but I had no idea as an employee how the cultural values were lived, and if I had been clear, at minimum, I wouldn't have wasted a conversation on that challenge.

Ask questions about the future the employee sees.

During the onboarding process, the focus should be less on skills and technical competency and more on alignment with organizational goals, expectations, and cultural values. If the interview and background checks are thorough, then you're clear that the candidate can succeed in the role. During onboarding, it is like the final cross-check flight attendants conduct before takeoff. This is you or the designee going to the person sitting on the exit row confirming that they are the right person for the job. Sometimes during the process, the candidate realizes they no longer want that seat, which is perfectly fine. Better to know before takeoff that there are better fits than this.

Here's a list of prompts that may help you form your questions:

• We want to help you win while you're here. What are two things we can do to help with that?
• What do you see being the biggest challenge in your role here?
• If there were a list of 3 top priorities for you in this role, what would they be?
• What are your thoughts on feedback? How would you prefer to receive feedback from your peers and manager in an ideal scenario?

Onboarding Clients

Undoubtedly, client acquisition is the goal of every brand, as it is the lifeblood of successful businesses. For context's sake, the acquisition is characterized by simply attaining a new client. Let's take it a step further and convert acquisition to retention. Clients are the best marketing you can invest in, and loyal clients that sing your praises are worth more than a well-thought-out ad campaign. The conversion journey from acquisition to retention is one of the most critical investments and begins with the onboarding process. We know that there are so many things to think about as you provide your product or service to your clients but starting at the beginning, with onboarding, is not only practical but can make the most significant impact in the long run.

A well-developed onboarding process will help ensure that you and your team get off to a good start with your project and clients. Depending on the project's length and complexity, the onboarding process's depth may change. In scenarios where a product is being developed, the customer will likely have to interface with several different team members or teams to ensure a smooth transition onboard. Regardless of the project, the objective of the onboarding process remains the same:

• Gather essential information regarding the project
• Clarify project goals, objectives, and expectations
• Develop a basic understanding of project details
• Establish a baseline of relational equity between the customer and the project team

The key ingredients to a successful onboarding experience are clear and consistent communication, candor around expectations, and agreement on project requirements and goals. Implementing these elements will help to establish trust between you and your customer six and get your project off the ground promptly and with clarity that everyone wants and needs.

Here are three steps to begin catalyzing your onboarding process to retain more customers and convert them into brand ambassadors:

1. Welcome Email

A welcome email will introduce your client to your team and the onboarding process. This email must contain all the information the customer needs to be on the same page with your team during the onboarding process. This email is a great way to clarify your brand values and the value you bring to your client.

Things to avoid:

• Too many emails. Including all the customers needing the onboarding experience in one email is best.
• Too many people. When possible, have a small team your client will communicate with. Ultimately, many people may be doing the work, but funneling client communication through one or just a few channels keeps things orderly.

2. Introductory Call

The introductory call is an integral part of the onboarding process. It allows the client to meet someone from your organization while providing them with a foundation for what they expect in the onboarding process and duration of the project. Develop an agenda with input from essential business functions to ensure that all critical bases are covered.

3. Detail Upcoming Onboarding Events

It's always a good idea to provide clients with a detailed onboarding schedule to ensure they've determined the time to meet with your team to get the project underway. These events form the foundation of what will be essential when the project begins.

Pro tips:

1. Any data collected on a form should be solicited before the meeting, where it is discussed. Avoid unnecessary meetings and use your time with your client to gather the information you can only get with an appointment.
2. Include any virtual meeting links in the schedule. This can be in addition to calendar invites, but having all the information in one place for your clients is helpful.

Onboarding in any context is a catalyst for long-term success. Refining your process to ensure you maximize the opportunity to make a lasting impact is an investment you won't regret.