Five Steps to
World-Class Onboarding:
The Key to Turning Talent into Performance
Emily Bennington
Coauthor of Effective Immediately: How to Fit In,
Stand Out, and Move Up at Your First Real Job
@EmilyBennington
#NACE12
Facebook.com/EmilyBennington
My first jobs.
Q: According to Monster.com – what
percentage of external hires are no longer
with their organization after two years?
I QUIT!
A: 30
Q: According to the Bureau of Labor
Statistics, two generations ago, the
average person held SIX jobs in their
lifetime. What is the average today?
A: 11+
Q: According to the Bureau of Labor
Statistics, what percentage of a person’s
salary does it cost to replace them?
A: 25%
Source: Monster.com survey of 3,700 job seekers and 1,250 hiring managers.
When you spend a *%&^$
recruiting people, it sucks when
they leave.
Every business must
understand the shocking
amount of turnover today
isn’t about entitled new
hires. It’s about disengaged
new hires.
THIS IS NOT
ONBOARDING!
Neither is this.
Onboarding Rule #1
Live Up to Recruiting
Cycle Promises
Gen Y isn’t disloyal.
They just want meaning.
Don’t think your mission
and value statements are
enough.
Which company had
these four “values”
chiseled in marble in
the main lobby of
their HQ?
Integrity
Communication
Respect
Excellence
Introducing the
shock absorber.
Also
known
as...
YOU.
Shock Absorber #1:
Don’t take a sales approach to your culture.
Shock Absorber #2
Help newbies manage through key “firsts”
First administrative problem.
First on-the-job mistake.
First personality conflict.
First real “win.”
First time receiving negative
feedback / constructive criticism.
First public recognition (or failure
to be recognized).
First time new hire doesn’t know
the answer.
First company-sponsored social
event.
First time speaking up at a
meeting.
First presentation at a meeting.
First client visit.
Onboarding Rule #2
Commit to Six Months (at least).
What’s the first
thing that comes
to mind when I
say orientation?
This?
For most new hires, it’s this!
When Do New Employees “Break Even?”
Contribution
Breakeven point =
Net contribution zero
1
2
Months After Entry
Source: Michael Watkins, Your First 90 Days
3
4
5
6
7
Timeframe an Employee Makes a Decision to Stay
The first day
The first week
The first month
The first six months
The first year
The first two years
The first five years
Other
0%
5%
10%
15%
20%
25%
30%
35%
Focus on Bite-Sized Learning in Three Areas
Technical
Cultural
Social
Host one training / event in each section every quarter.
Survey through every step.
 1 month
 6 month
 One Year
Sample Questions:
Do you feel the company is meeting your expectations?
Are you experiencing any difficulties with our technology?
Do you feel like you have the tools and resources you need?
Have you outlined strategic goals with your supervisors?
Do you feel you’re making progress on those goals?
NOTE:
Someone needs to be held accountable for this!
Onboarding Rule #3
Set Written, Measurable Goals.
Success Story: Bank of America
New hires identify important
successes to aim for during
the first 90 days.
Success Story: Larson & Rosenberger, LLP
Each year, employees sign an
“Expectations Agreement” with
four parts:
1.) Employee establishes professional
goals within the firm.
2.) Employee states personal goals.
3.) Employee states how firm can help
them achieve both.
4.) The firm’s expectations of the
employee are outlined.
L&R is a medium-sized
accounting firm with 60
employees.
Employees receive quarterly bonuses
based on the achievements made
toward their agreements.
Keeping your keepers.
(Hint: It’s not all about the money.)
In a study of more than 584
employed Americans, how
many hadn’t established any
career goals in collaboration
with their manager?
82%
Source: Kelton Research / Cornerstone OnDemand Employee Attitude Survey, 2009
Written goals matter because…
Many complaints about underperformance
really stem from two things:
Poor communication
Unclear expectations
Without written performance standards,
employees measure themselves against:
Each other
Really wants to be in marketing
New dad
Seeks extra feedback
Pottery lover
Travel buff
Looking for a mentor
Hanson fan
Onboarding Rule #4
Manage to the Individual.
Get ‘em Talking!
Don’t forget that younger
employees most likely have
questions about career and
work norms that older hires
may take for granted.
Ask people from the start how
they prefer to be managed.
Explain what success looks like
so your employees won’t
waste time on things that
don’t matter.
Give Feedback
In the same study of more than
584 employed Americans, how
many hadn’t received any kind
of useful feedback from
supervisors in the last six
months?
58%
Source: Kelton Research / Cornerstone OnDemand Employee Attitude Survey, 2009
Onboarding Rule #5
Purposefully Enhance Your Brand.
Culture eats strategy for breakfast.
Four Promises You Should Make Every New Hire
1.) You will work to develop them as people in alignment
with company goals.
2.) You will give them the resources they need to do their
job effectively.
3.) You will provide them with transparent and frequent
communication.
4.) You will hold them accountable for clearly-defined
performance standards.
What does this have to do with your brand?
“How’s the
new job
going?”
“Sales” Funnel 1.0
“Sales” Funnel 2.0
Thanks to social media, your
current clients / new hires are
finding your future client / hires.
You can get all
of this right
but…
…you’ll still lose people if you don’t
have what?
Great managers.
2005
2011
“The only thing worse than
training employees and losing
them, is NOT training and
keeping them.”
Zig Ziglar
Questions.
#1: Why do onboarding programs fail?
No one is directly
responsible.
Viewed as a checklist or
“orientation paperwork.”
Limited management interest
or involvement.
Material introduced is never
reinforced later.
What’s the fastest way to get the
attention of company leadership?
Proper onboarding has been proven to
improve retention rates by how many
percentage points?
2-6%
#2. What if your onboarding is global?
Cisco’s Onboarding program is
called “Fast Start” and each
new hire receives a peer
sponsor (or “buddy”) as well
as access to this online
network of familiar faces.
http://www.cisco.com/E-Learning/prod/curriculum/newhire/www/index.html
#3. What are some best practices for
pre-start and/or day one engagement?
Pre-Start
1. Send care package.
2. Complete paperwork in advance.
3. Phone call from supervisor.
4. Fun welcome video from staff.
Day One
1. Receptionist / staff greeting.
2. Block off most / all of the day.
3. Have office supplies / cards ready.
4. Schedule lunch with colleagues.
5. Give them an engaging task / goals to meet by
the end of the week.
#4. How do you measure success?
1. Retention
2. Survey Responses
3. Morale / Performance
4. Online / HR engagement
#5. How do you deal with unrealistic
expectations?
1. Be very clear about
promotion channels / path.
2. “Prove you’re worth it.”
#6. How do you lose engagement?
1. Micromanagement
2. Ambiguity
3. Chaos
#7. How do you keep engagement?
Mastery
Autonomy
Purpose
EmilyBennington.com/nace
Emily Bennington
Facebook.com/EmilyBennington
@EmilyBennington
emily@emilybennington.com