Remember what the first day of a new job feels like? It’s a roller coaster of emotions. You don’t know anyone but the people you’ve interviewed with, you’re hoping to God you remember their names, and that your stomach doesn’t rumble too loudly during orientation because you were too nervous to eat breakfast. Nothing is familiar; you don’t know where to go for what; no one knows how hard you worked to become Master of Excel Equations. But you also are excited for this new opportunity, eager to meet new people, and hopeful about the future.
Just like in marketing, where that first interaction with a new lead sets the tone for the whole relationship, the way that you welcome new hires can make all the difference in how your group melds into a highly effective marketing engine. That’s why making someone comfortable on their first day should feel like welcoming a valued guest to a high-end resort on Day One of a long-awaited vacation. A five-star hotel or resort prides itself on its exceptional hospitality and service. A host of little touches creates a caring, comfortable, and enjoyable environment – a feeling that they’ve been expecting you.
Hospitality professionals strive to maintain nine attributes in all that they do, and these attributes can be translated into the onboarding experience:
- Welcoming, friendly, and courteous
- Knowledgeable
- Efficient
- Well-timed
- Flexible
- Consistent
- Communicate effectively
- Instill trust
- Exceed expectations
Prior to the new hire’s first day, attention to having everything in its place is key: initial orientation meetings are calendared; the welcome gift and equipment is either sent or is placed on their desk; those in the office know their name and when to expect them. (Whether onsite or virtual, your onboarding program should offer the same level of detail.)
The flow of the first day should be one of ease and grace, not rushed or disorganized – this builds trust and confidence. Make an announcement on the first day to introduce the person with a small write-up and a picture (if a big company or a virtual one). The new employee should know when to arrive or start, what to wear, the expectations for that day and for the next 30, 60, and 90 days as well as where to go for help or questions. Everyone involved in onboarding should take those nine hospitality attributes to heart. They should know their roles in the process and remember that the new person is the one being welcomed into the fold: it is up to us, as current employees, to reach out to them: greet them, introduce yourself first, and include and invite them into conversations. Schedule a lunch with those in the office and make the focus about the new person. Make sure to follow up after the first day to make sure your new hires have everything they need, or if they have any additional questions.
All together this approach begins to create a secure environment – fulfilling one of our most basic human needs.
“You only have one chance to make a first impression” is an expression that crosses many different “firsts” in life. An employee’s first day on the job is no exception. It sets the stage for the days to come and solidifies the culture they identified with, believed in, and experienced when interviewing. As a professional services firm, we stand apart from our competition because of our exceptional service inside our company and out. Every new employee is welcomed with DemandGen hospitality and service, and we find that a welcoming attitude pays big dividends in creating a place where great things can be accomplished.
Are interested in joining the DemandGen Team? Check out current openings on our careers page.
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Theresa Gaughan is DemandGen’s Director of Human Resources and manages the overall strategic direction of human resources—ensuring that DemandGen supports its exceptional team with an exceptional workplace. Her extensive experience in talent management, compensation and benefits, personnel practices, communication and training, and project management enable her to integrate the HR function with DemandGen’s business strategy and growth plan.
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