Rules of the Road

Monday, March 8, 2010 | 10:23 a.m.

I just started teaching my 15-1/2 year old son to drive. It is amazing how much I take for granted, having driven for over 30 years. I never think how to brake, how to release the clutch, how to turn, or how to accelerate. I also don’t remember the exact progression at a four-way stop, but I know how it works in reality. But to a kid just learning how to drive, these all need to be explained – and sometimes in great detail.

It is the same in business. The new employees that are hired into our organizations need to be taught and coached – and all too often we take for granted that they know our organization, its processes, and our expectations of them. In most companies, new employees are just thrown into the work without formal orientation or training, the exception being large organizations, many of which have elaborate training and orientation programs.

Most small companies cannot afford elaborate training programs and many cannot afford to not have an orientation program at all. But think about it. Can you really afford to not have one. Just like my son with his driving, new employees need to learn the rules of the road. And just as I would be crazy to just simply give my son the keys to the car so he could learn to drive on his own, it is likewise foolish to let a new employee teach himself about your organization.

The following concepts are worthy of consideration:

Process and procedure orientation. Many processes and procedures we employ to run our companies have become rote and repetitious to us. Many in our organizations do not remember why we do things a certain way – it’s just “how we do it around here.” In preparing a process and procedure orientation program, we have the opportunity to rethink the company’s processes and procedures to make sure that they still hold value for the organization. Once we have confirmed that they do, it will be much easier to answer the “why” questions of our new and more experienced employees.

Orientation should begin during the interview process. Most people interviewing with your company have questions regarding the company’s values, purpose, and mission. They also want to know about the company’s processes and procedures to help them determine potential fit with the company. New employee orientation is something to discuss with them. It might set your company apart from others.

Office buddy system. I’ve heard of, but have never experienced, the office buddy system that some companies employ. One company that I know uses this procedure and is very pleased with its results. The company assigns a slightly senior person to act as an orientation buddy for each new employee to help the transition into the new workplace. The buddy becomes an important friend to the new employee, is available to answer questions, introduces the new employee to other people within the company, takes him to lunch and is there to help him integrate into the company. It’s like having the driving instructor sitting in the passenger seat. It provides the safety net as well as instruction.

Cross-departmental training. One of the best cross-departmental training programs is run by Zappos, a Henderson, Nevada based online retailer. Zappos’ orientation includes actual on-the-job training in several key departments within the company. New employees take turns working within the customer service department, spending time on the phone with customers and learning the “Zappos way.” The new employees also do a stint in the warehouse and shipping operations. There they learn the logistics required to fulfill an order. This understanding of Zappos’ core business functions help all employees integrate into the customer-service culture of Zappos. It has also helped to build one of the most successful companies of recent times.

As our country moves into economic recovery, many companies will have an opportunity to re-build their organizations in a new and meaningful way. The time that one spends now in developing new employee orientation programs will help to re-build stronger and better cultures than previously existed. Maybe it is time to think deeply about your company’s rules of the road.

Until next time…

Craig