Employee Experience STarts at the Beginning

If you want to frustrate your best new employees, I have a foolproof way. 

Be unclear on your expectations.  

Frustrated new employees rarely develop into high-quality long-term team members who contribute to a remarkable customer experience. So those first impressions of the work and how they go about it are crucial. 

The good news is that it’s an easy problem to fix. More on that below.  

The reason that a lack of clarity is so serious is that the expectations gap is one of the biggest killers of the employee experience. The expectations gap is: they thought the job was going to be this, and it turns out it’s that.  

Or they know what they’re supposed to be doing, but success isn’t clearly defined for them. 

They never know if they’re meeting your expectations or not. They don’t know if they’re being successful or not. It’s one of Pat Lencioni’s three signs of a miserable job: Immeasurement. 

One of the best ways to fix this is through a job scorecard.  

Not a job description – a scorecard. There’s a difference.  

A description is often a vague collection of adjectives that sort of point in a general direction but are open to interpretation. Or misinterpretation. 

A scorecard is specific with measurable goals and key performance indicators. It lays out the mission for the job, the duties that person will perform, and how success will be assessed. 

Because all good employees want to know the score. They want to know if they’re winning. 

This is a proven tool to develop the kind of team that can help you grow your business. 

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