Mapping your employee journey
Tomorrow I’m delivering a workshop for a small hotel group on delivering excellent events. Inevitably we will be spending a fair proportion of the workshop discussing and reviewing the customer journey.
And in my book, the employee journey is just as important.
Getting this wrong can have a massive negative impact on your team, their levels of engagement and how they come across to customers. I’m a firm believer that if you look after your team they will look after your customers, and their experience will be reflected in your customers’ experience.
Like the customer journey, the employee journey considers all the touch points from the moment a potential candidate applies to your business, to what happens after they leave.
We all know with the customer journey that first impressions count, and the same is certainly true when potential employees apply for a vacancy and how their application is dealt with (whether they are successful or not).
The whole recruitment and on boarding process, right the way through their employment with you makes up the employee journey.
The employee journey will have an impact on employee engagement, productivity, staff retention, your customer’s experience, so it’s important to understand the experience an employee goes through from the very first contact with you.
One of the easiest ways to do this is through gathering first-hand feedback from your team on how they feel about their experience, and involving them in your employee journey mapping.
Some points to consider are what happens before and after they work for you, such as
- How applications (and unsuccessful candidates) are handled
- How much thought goes into their welcome on the 1st day of their induction programme. (see below for my onboarding guide)
- How you care for team members who are absent for any reason or work in isolation
- How you respond when people leave your business
But you’ll never see it as they do, so to know what it’s like…
If you only do one thing towards your employee journey:
Ask for feedback from your most recent recruits on what you can do to improve their experience to date.
Employee Journey video https://youtu.be/p4TJFpL3XVc
Onboarding guide https://www.naturallyloyal.com/resources/onboarding/