Steps in the customer onboarding process
1. Roll out an offer
As soon as the hiring decision is made, roll out an attractive offer.
- Start with a phone call, keep it personal and share your enthusiasm.
- Thank them for choosing you. (Yes, it isn't just you choosing them, they are choosing you too!)
- Quickly follow it up with a clear offer letter - salary details, a slightly flexible date of joining, and a point of contact for any further questions.
- Have a conversation about the perks and benefits
- If there are any salary negotiations, complete them courteously.
- Tell them how long the offer stands.
2. 2-3 weeks before the new hire joins
As soon as your new hires sign the offer, start engaging and connecting. This is the period in which you can build a rapport and start preparing them for their new role.
- Finish up all the paperwork or formalities during this time and save their day 1 for more impactful interactions.
- Put together an impressive welcome kit - welcome letter, a t-shirt, company mug or nice book that kindle inspiration, office map, and clear to-do or schedule for their first week.
- Get IT to set up their laptop, network credentials and email.
- Remind their managers and team of the new hire arrival so they can be prepared.
3. The first day
Meet them or have someone greet them as soon as they step in. Be well organized, show up on time and avoid having them waiting.
- Give them a quick office tour - cafeteria, different departments, rest rooms, play area, etc.
- Introduce a buddy - someone who will hand hold during the first few weeks and show them around.
- Arrange for 1-1s with their managers and then walk them to their team.
- Have an in-person formal onboarding where you can share an overview of your company’s vision and mission, the different products, services and teams.
- Use an org chart to show them who is who.
4. The first week
Get them added to the appropriate email groups.
- Managers can interact and set unambiguous short and long term goals for their first three months, six months and one year.
- Provide feedback on their initial tasks and highlight scope for learning, development and growth.
- Schedule informal 1-1 with teammates, so they can quickly grasp what everyone’s doing and what the team is like.
- Check-in with their buddies and mentors to understand how the new employee is doing.
5. The first 90 days
- Have frequent check-ins to see how they are doing - are they enjoying their job? have they started connecting with the team? Do they understand what is expected of them on the job? Were there any unpleasant surprises?
- Ask for feedback on the onboarding process, both formally and informally, and address any concerns they have.