Marc Haine's Guesting On Darren Saul's Podcast #employeeretention #customersatisfaction #business

21 Nov 2024 · 1 min

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In this segment, the speaker uses a hospitality and theater analogy to expose the absurdity of typical business onboarding practices. He describes how a server with ten years of experience is quickly handed a menu, apron, and POS card, and compares this to a seasoned Shakespeare actor being handed a costume and script with no rehearsal. The speaker argues that businesses treat onboarding as a brief orientation, then abandon new hires, leading to frustration after a few months. This critique sets up a broader discussion on employee retention and customer satisfaction, suggesting that inadequate onboarding is a root cause of disengagement.

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Incredible! And that was a catalyst for the book. Incredible! Because when you start putting a new lens on business, a different lens, you realize how ridiculous some of the things we do are. Like a perfect example is in hospitality. You might bring a server in and you interview the server. 10 years experience. Oh great, you're wonderful. That's great. We're going to get you started. Here's the menu. Here's your apron. Here's the little card for the point-of-sale system. There's your section over there. Now, imagine if that was theater. What? 10 years? You've done Shakespeare? Oh man, you must be a really good actor. Okay, here's your costume. Here's your script. You go on in 10. Insane. It would never happen. But yet in business, we anticipate, we expect that people will come in and we'll give them an onboarding experience to help them get familiar with our surroundings and assimilate kind of our culture. And then, we leave them be. And then, we wonder why is it they're so frustrated 3 months in or 6 months in.