Spring at Paisano means the emergence of green grass and introducing new horses into the heard. We have two (now one) mares in foal and the excitement of these new babies is really building. With the addition of these two new babies and possibly a new project horse, we are also mindful of introducing them to the heard.
We approach this introduction with care and for good reason. If you know horses, you know they establish a very structured pecking order for feeding and playing. The Boss Mare, Faith, rules the roost and no one challenges the boss. Generally that means the remaining horses vie for position until a fairly stable order emerges.
However, introduce a new horse into the heard and its Katy-Bar-The-Door as the heard jostles for dominant position (all except the boss). Sometimes to the peril of one or all of the horses. This is a rough and tumble process and good horses can suffer injury.
To reduce the risk of injury and to acclimate the new horse, we have a process, call it an orientation that we use every time. This reduces the friction in the heard, and hopefully acclimate the new horse without injury. Orientation gives the established horses an opportunity to show off on the other side of the fence and for the new horse, time learn the culture of the place. In essence, to figure out who is who without suffering a bite or kick to drive home a point. Orientation is not an option!
And so it goes with our new additions in clubs. Haven’t we all been guilty of “turning out” a new employee without the benefit of a structured orientation process with less than optimal results? When we do this to a new hire, we relegate the culture training, the stuff that has the greatest potential to raise the bar, to the big mouth on the floor. And then we put on our track shoes to try and get back in front of the process through write-ups and re-training. Wouldn’t it make sense to start out ahead and stay ahead?
Just like the process we use to introduce a new horse into the heard, our club on-boarding should be structured and intentional. It starts with stated goals and a well-designed process to ensure achieving the desired outcomes. The benefits are too many to list but here are three you can count on:
You can improve the service culture of your club dramatically in one hiring cycle just by starting your colts off properly from day one!
There is a reason, successful service companies like Disney, Starbucks and Google have Raving Fans for customers. They front load their success quotient by starting EVERY new employee off the same way -with a well thought out on-boarding process designed to deliver their culture message their way. The do not leave this to chance and their success is underscored in their performance!
At Paisano Performance Partners we are passionate about proper on-boarding because we know it works. But we understand the challenges clubs face with limited time and resources, not to mention inconsistencies in the number of new hires we are dealing with at any time. The solution must deliver the message efficiently and it must be scalable. And with Millennials, it must be personalized, visually engaging and current. This would be a tall order for most clubs without the benefit of appropriate resources.
Follow this link to see a demo of our Team Builder Orientation programs. Our orientations deliver your message utilizing a multimedia presentation and a personalized workbook with follow on training. And it works!
If your club is suffering from low engagement, high turnover or simply want to raise the service culture bar write or call me and let’s talk about it.