When you hire new people how do you induct them into the organisation? Too often this consists of introductions, 'policy sessions', issuing of email ids and passwords .... and little else. Your new people are informed - but bored.
Yet, in many organisations there is one activity in which you could engage new staff that would tell them more about the business - and its success factors - than all your hectoring and rehetoric. This might be customer service, handing customer complaints, picking and packing orders ... or something else. You want your new staff to understand what it is that your customers value above all - and how that can be delivered. So find the activity - or set of activities - that does this and make all your new employees work on this activity, reflect on it and synthesise for themselves a list of customer success factors.
Yet, in many organisations there is one activity in which you could engage new staff that would tell them more about the business - and its success factors - than all your hectoring and rehetoric. This might be customer service, handing customer complaints, picking and packing orders ... or something else. You want your new staff to understand what it is that your customers value above all - and how that can be delivered. So find the activity - or set of activities - that does this and make all your new employees work on this activity, reflect on it and synthesise for themselves a list of customer success factors.
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