Creating Defining Moments in Employee Onboarding

Employee engagement is the cornerstone of a thriving municipal workforce. Effective onboarding can set the stage for new hires to integrate seamlessly, contributing to team success and feeling aligned with organizational goals. Unfortunately, many municipalities fall short, risking high turnover and disengagement, which costs U.S. businesses between $450 and $550 billion annually.

Onboarding isn’t just about paperwork—it's about creating defining moments that resonate. A defining moment is a memorable, meaningful experience that makes new hires feel welcomed, valued, and prepared. These moments can transform your onboarding process from mundane to exceptional.

Key Strategies for Impactful Onboarding:

• Preboarding for a Positive Start

• Ease the transition by engaging new hires before day one. Share practical details such as parking instructions, culture insights, and the first-day agenda. Personalized touches like a welcome email or preparing the workspace in advance can create a sense of belonging.

• Assigning a Buddy or Mentor

• Connecting new hires with a peer or mentor promotes comfort and integration. Studies show that frequent interaction with a buddy boosts productivity and job satisfaction. Pairing new employees with engaged, approachable team members ensures they feel supported and valued.

• Regular Feedback and Follow-Ups

• Onboarding doesn’t end after the first week. Continuous check-ins at 30, 60, and 90 days help managers address challenges, provide guidance, and gather feedback. Open communication fosters an inclusive culture where employees feel heard and appreciated.

• Extend Onboarding Beyond Probation

• Onboarding is an ongoing process. Build training programs that evolve over time, encouraging long-term growth and sustained engagement. Assign mentors for continued support and connection to organizational goals.

Examples in Practice:

John Deere’s “First Day Experience” includes welcome banners, prepared workspaces, and personalized messages from leadership. At OMAG, onboarding books with detailed resources, daily manager check-ins, and team swag ensure a warm welcome.

By investing in thoughtful onboarding practices, municipalities can foster loyalty, enhance productivity, and create a workplace where employees are excited to contribute. When onboarding is done right, it’s more than an introduction—it’s the foundation for lasting success.

Fostering a Culture of Service

Municipal culture reflects leadership influence. How can you ensure you’re fostering a culture of service? Below are strategies you can implement today that will influence a culture of service. 

1. Lead by example, set the service standard. The foundation of a service-oriented culture begins at the top. Embody the values you wish to see in your team. By consistently demonstrating a commitment to service excellence, you set the standard for others to follow. This authenticity resonates throughout the municipality, creating a ripple effect that permeates every level. 

2. Empower employees. Empowered employees are the driving force behind a service-centric culture. Foster an environment that encourages autonomy, decision-making, and creativity. By entrusting employees with the responsibility to serve citizens effectively, you empower them to take ownership of their roles and contribute to a positive service culture. 

3. Invest in the continuous training and development of employees. It is a key to maintaining a high standard of service. Regular workshops, skill-building sessions, and customer service training programs ensure that employees stay updated on best practices and industry trends. This commitment to ongoing education reinforces the municipality’s dedication to delivering exceptional service. 

4. A culture of service is rooted in genuine, customer-centric communication. Encourage open dialogue, active listening, and empathy in all interactions. By prioritizing the citizen experience and focusing on building lasting relationships, municipalities can create a positive reputation that extends far beyond individual transactions. 

5. Acknowledging and celebrating service excellence is a powerful motivator. Implement a system of recognition and rewards to highlight outstanding contributions to the service culture. This not only reinforces positive behaviors but also inspires others to go above and beyond in their service efforts. 

6. A culture of service requires adaptability to meet the ever-changing needs and expectations of citizens. Instill a mindset of flexibility, encouraging teams to proactively anticipate citizen needs and adapt their approaches accordingly. This responsiveness positions the organization as agile and citizen-focused. 

7. Establishing feedback loops is critical to the continuous improvement of service standards. Encourage a culture where both positive and constructive feedback are welcomed. By learning from citizens’ experiences, your municipality can evolve and refine service strategies to meet needs. 

Influencing a culture of service is a transformative journey that begins with you. It permeates every facet of a municipality. When you have a culture of service, you secure citizen loyalty, create engaged employees, and a workplace where service excellence is not just a goal but a way of life.

Dealing with Difficult Employees

Dealing with difficult employees – a challenge leaders consistently share with me. It’s a simple but painful problem that has plagued leaders since the beginning of time.

The first step toward solving this challenge is to ask is “have I done everything I can to help the difficult employee?” Based on my work with leaders at all levels, the answer to that question is usually a resounding ‘no.’ Here’s what I mean.

Most managers react the same way when realizing one of their people is a problem. They find someone to share their frustration. On a courageous day, the leader might make a subtle comment to the difficult employee, or if timing is lucky, include something in an upcoming employee review.

What leaders rarely do is sit down with that employee to clearly set expectations, clarify those expectations through regular touchpoints, and give feedback about what’s going well and what’s not.

As ridiculously obvious as that sounds from the outside looking in, it rarely happens. Leaders (and others for that matter) don’t relish the idea of delivering feedback, especially when it has to do with difficult behavior. Instead, leaders hesitate, procrastinate, even abdicate their responsibilities, hoping that the situation will somehow change on its own. Guess what? It rarely does. And by not responding, the leader is essentially sending the message that the difficult behavior is acceptable.

Consider this, feedback is a gift. Whether it’s positive and encouraging or it directs change. The difficult employee likely is unclear about what’s expected, or unaware of how their behavior is difficult. Taking time to have a candid conversation, while encouraging the team member positions you to do everything you can to help difficult employee become successful. And that’s what you want, right? For help with difficult conversations, reach out to Professional Development and Training Analyst Lori Mueller.

Feedback is A Gift

Feedback is an important element in all work relationships. The purpose of workplace feedback is to guide and motivate people to reach goals. Leaders who are good at providing feedback build trust and foster an environment of teamwork.

Many people don’t feel equipped or confident when giving feedback. It can be uncomfortable, and hard to find the right words. As recipients of feedback, it’s natural to get defensive or shut down when receiving unflattering feedback.

Here are some practical feedback tips:

Giving feedback:

• Focus on the issue, the reason for the feedback, not the person

• Be sincere, watch your tone so you are clearly communicating you care

• Avoid the sandwich method, don’t sneak negative feedback between positive feedback

• Be specific about a single, recent problem (opportunity for improvement)

• Invite conversation, “tell me about your performance,” or “how did you think that went”

• Recommend next steps or ask what would be helpful, include your support

• Summarize your commitment to helping the co-worker improve

Receiving feedback:

• When someone asks to give you feedback, don't miss the opportunity, say “yes, please.”

• Listen. Don't interrupt them, hear what they have to say.

• Ask questions until you truly understand the feedback.

• Maintain an open attitude, remind yourself, “this person cares enough to invest in me, to give me the gift of feedback.”

• Like any other gift, always say “thank you for the valuable feedback.”