Now that you have implemented many components of a sales and service culture, it's time to take a look at your employee orientation program. We suggest you ask some important questions.
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What does our orientation process include? Will a new associate be told about our credit union, its culture and values? Does the orientation cover an explanation of our sales and service culture including: measurements, tracking and performance expectations? Do we emphasize our internal service philosophy?
With our clients we recommend getting an orientation team together and asking them to try the following ideas:
1. Ask each team member to identify a local and national organization that has a reputation for service excellence, such as Marriott or Hyatt Hotels, and call them for a phone interview. Ask what they did to build their service philosophy into their orientation, how their orientation is conducted and any checklists they might share. Together the team agrees on what processes and ideas can enhance your current orientation experience.
2. Take a new employee to lunch within the first two weeks.
3. Designate a buddy for the first two weeks in the department or branch where a new employee will work. The buddy can introduce them to key people and make them feel welcome.
4. Ask all support staff to spend a half-day in a branch to observe what it's like to serve members and attend a branch sales meeting. Also ask member contact new hires to visit internal support departments in the first month.
5. Get a welcome card signed by everyone in the department and flower or candy.
6. Develop a booklet for the new employee with organizational chart, mission statement and vision, values, key products, service measurement tools, recognition programs and any other helpful exhibits.
Whether you are a small or large credit union, it's not just important to share your expectation and vision with all new associates. By instilling pride in your new associate, you have a better chance of attracting and retaining the best people!
Barbara Sanfilippo and Bob Romano, of Romano & Sanfilippo are consultants specializing in developing sales and service cultures. For info: (877) 478-2333, or www.romanosanfilippo.com.
