Creating A Positive First Impression During Onboarding

Landing a new job is exciting—but it’s also a reset. For my clients stepping into new roles, it often means meeting new people, navigating a new culture, and establishing their brand all over again. Even if you were a rock star in your last organization, your new colleagues don’t know that. And what made you shine before may not fully align with your new responsibilities. So, how can you make the right impression and set yourself up for success? 1. Listen first, speak second. Take time to understand the culture, key priorities, and dynamics before offering bold solutions. Observing and asking thoughtful questions shows respect and builds trust. 2. Clarify expectations early. Don’t assume your role is exactly as outlined in the job description. Ask your manager what success looks like in the first 90 days, six months, and beyond. 3. Build relationships strategically. Identify key stakeholders and connect with them early. Show curiosity about their work and ask how you can support their goals. Strong alliances are built on mutual understanding and trust. 4. Show, don’t just tell. Actions speak louder than résumés. Start delivering small wins that demonstrate your value. Over time, your reputation will grow naturally. 5. Adapt and evolve. Be open to learning new ways of working and adjusting your style. Flexibility signals that you’re not just bringing old habits but are ready to contribute in new ways. Starting a new role is a unique opportunity to reinvent and reintroduce yourself. What’s the first impression you want to leave? How do you ensure you get off on the right foot in a new job?

Got that verbal "yes" from your dream sales hire? Awesome! But don't celebrate just yet. The period between offer acceptance and their first day is absolutely critical. I've seen too many companies (and been there myself as a sales leader) nearly lose A-Players in this "in-between" time. This is your prime opportunity to solidify their decision, combat any second thoughts (yes, candidates can get buyer's remorse.), and make them even more excited to join your team. A few GSD essentials for this "keep warm" period: Team welcome. Make it personal: Ensure everyone who interviewed them sends a personal congrats email. This isn't just a formality; it makes a huge impact. I know, I was on the candidate's side for years, and those personal touches meant the world. It showed they really wanted me. Early onboarding & thoughtful gestures: Get the necessary paperwork out of the way quickly. If you do swag, send it now. Small things say "you're already one of us." I've seen our clients do this brilliantly: one sends ice cream within hours of a verbal acceptance. Another sends very specific, personalized gifts like wine or chocolates based on what they learned about the candidate during the interviews. That level of detail doesn't go unnoticed. Inclusive invites: Consider inviting them to a relevant (but optional) team meeting or all-hands. It helps them feel connected before Day 1. In my last sales leader role, I was invited to an all-hands meeting a week before I started and they had a slide for me and everyone clapped and asked me questions - I was already part of the team. These aren't just nice-to-haves. They're strategic moves to protect your hiring investment and ensure your new A-Player starts and doesn’t take another offer. What’s your best tip for making a new hire feel welcome and valued before they even start? #SalesHiring #TalentAcquisition #Onboarding #Leadership #Founder #GSD #EmployeeExperience

I had two seperate but equally enlightening conversations yesterday about onboarding… and how, intentional or not, it’s the first promise the org makes to a new employee. It got me thinking that one’s onboarding approach is unconsciously telling new hires: “This is who we are”, “this is what we value”, “this is how you’ll fit in and find your place”. If your approach focuses on efficiency, compliance, or it’s a systemless, figure it out as you go - that’s the culture you’ve communicated! Not good. The fix? Design this system, the first they’ll encounter, for human connection. What if onboarding began at acceptance, not day one? What if it included a welcome from a peer, not just HR? What if new hires heard real stories from real people, not just the mission statement, but what it feels like to live the mission statement? What if the first week included time and space to reflect, to connect, to ask real questions without performance pressure? What if the manager’s role wasn’t just to check in but to truly invite in? Asking each new hire, “what could we do better?” This isn’t really about adding more. It’s about designing better. -Less procedure, more presence. -Less presentation, more conversation, and more relationship building. Onboarding shouldn’t be a box to check. It’s the first cultural promise you make, and people remember who kept it. #HR #Onboarding #Connection

Hiring Managers, Your new hire’s success starts with you, and that begins before Day 1. A great onboarding experience hinges on how engaged, supported, and welcomed your new team member feels from the start. As a hiring manager, here are a few key ways to set them up for success: ✅ Treat your new hire as a priority. Block time for regular check-ins, be available for questions, and show genuine interest in their ramp-up. ✅ Be prepared. Make sure their tech, access, and tools are ready before Day 1. ✅ Create structure. Outline clear expectations for the first week, 30/60/90-day goals, and key contacts. ✅ Celebrate their arrival. A warm welcome goes a long way, whether it’s a team intro, virtual coffee, or shoutout. ✅ Stay engaged. Onboarding doesn’t stop after the first week. Ongoing support builds confidence and drives retention. Remember: the first impression isn’t just about the company, it’s about you as their leader. Let’s make sure every new hire feels seen, supported, and set up to thrive. 🙌

Yesterday, I spoke with a bookkeeping firm CEO about building an exceptional client experience. We know the “mechanics” of onboarding: signing the agreement, building client profiles, collecting business information and documents, and introducing the team. But, what about how we want the customer to FEEL? What is the experience we want to create? My go-to book on customer experience is Never Lose a Customer by Joey Coleman. As Joey puts it, “In most organizations, new customer onboarding and experience is not consciously designed, logically structured, or consistently executed in a way that meaningfully contributes to the customer’s emotional journey.” It’s about reaffirming that a customer has made the right choice in working with you and avoiding buyer’s remorse. Which means nailing the first 100 days of doing business together. It’s the critical stage to build trust, leading to improved client retention. How can accounting firms improve the client experience in the first 100 days? Ideas to implement: 1. Send a personalized welcome video from the partner/CEO. 2. Send a “Welcome to Our Firm” PDF, laying out the onboarding process, key contacts, timeline, and a walkthrough of tools. 3. Record a “Meet the Team” video, introducing the people actually doing the work and why they are excited to work with the client. 4. Ship a branded onboarding kit with high-quality swag from your company (please, no more branded pens). 5. Initiate a kickoff call to learn their business goals, concerns, and what success looks like. Proactively make a small improvement in their books as a quick win (then, host a short call to show savings/ROI). 6. CEO mails a handwritten note thanking the client for their business. 7. Write a weekly summary email during onboarding to show onboarding progress. 8. Send an email celebrating their first milestone (books are cleaned up, cash flow model created, etc.) 9. Introduce your clients to other clients or other trusted service providers based on their goals. Again—it’s about THEIR emotional journey. It’s more than “just” doing the month-end close. It’s serving clients to achieve their long-term goals and support them in their journey. It’s demonstrating our deepest values and showing who we are as a company culture. And that’s what makes service distinctly human.

Most onboarding programs focus on the what and the how... But they forget the feel. I’ve been there. Years ago, I’d tick all the boxes—logins, training schedules, org charts—and still wonder: why do new hires feel lost? Turns out, onboarding isn’t just about information; it’s about experience. Here’s what I’ve learned to focus on: 1. Safety: Make them feel prepared and welcome. A small touch—like logging in early and playing music—sets the tone. 2. Belonging: Help them feel connected. Values should be shown in action, not just words. Say everyone’s name and welcome them as they join sessions. Start with a 15-30 minute stand-up each morning so the cohort can connect, ask questions, and build camaraderie. 3. Trust: Share a clear plan and connect their role to the bigger picture--give them shared purpose. And senior leaders showing up? Game-changer. When you focus on these 3 elements, onboarding goes from surviving day one to thriving from day one. If you’re building (or rethinking) onboarding, I hope this helps. I’ve been there, and I’m always happy to share ideas or answer questions—just drop me a note. Because a great onboarding experience doesn’t just welcome people—it makes them stay.

Most HR teams think their onboarding is solid. → Laptop ready. → Paperwork completed. → First day meet and greet? Check. But here is the truth we see behind the curtain: Most teams skip the parts that matter most for long-term success. Here are two steps most teams forget during onboarding and what to do instead. 1. 𝗖𝘂𝗹𝘁𝘂𝗿𝗲 𝗰𝗹𝗮𝗿𝗶𝘁𝘆 𝘁𝗵𝗮𝘁 𝗴𝗼𝗲𝘀 𝗯𝗲𝘆𝗼𝗻𝗱 𝘁𝗵𝗲 𝗵𝗮𝗻𝗱𝗯𝗼𝗼𝗸 Telling someone your values is easy. Showing them how the team 𝘳𝘦𝘢𝘭𝘭𝘺 works is the magic. New hires do not struggle with the handbook. They struggle with the unwritten rules. Give them real language instead of vague gestures. For example, instead of asking… "Do you use Slack?" Try saying… "Our team lives in Slack during business hours. We expect same day responses for most messages and a quicker reply if it is from your manager or during core hours." Other examples to spell out clearly: • How often leaders drop in for updates • When cameras are expected on • How people give feedback • When it is okay to block focus time • Preferred communication style (short pings or detailed notes) And pair them with a culture buddy. Someone who can answer real questions like "Is it normal to send a calendar note before messaging the VP?" That saves so much social anxiety and avoids awkward first month missteps. 2. 𝗥𝗼𝗹𝗲 𝗰𝗹𝗮𝗿𝗶𝘁𝘆 𝗮𝗻𝗱 𝗺𝗲𝗮𝗻𝗶𝗻𝗴𝗳𝘂𝗹 𝗲𝗮𝗿𝗹𝘆 𝗰𝗵𝗲𝗰𝗸𝗽𝗼𝗶𝗻𝘁𝘀 A job title is not direction. People want to know exactly how to succeed. → Get specific. → Paint the picture. Instead of saying… "You will lead onboarding." Try… "In your first 30 days, you will run onboarding for three new hires. Success looks like zero missed system access steps, plus a feedback survey score of 4.5 or higher." Then schedule a 30 day check in. Not to judge. To support. Ask questions like: "What has been clear so far?" "What has been confusing?" "Where do you need resources or examples?" And tell them one thing they are doing well. Everyone needs a confidence anchor early. Strong onboarding is not fancy. It is clear, human, and consistent. Which onboarding detail made the biggest difference for you in a new role? If this sparked ideas, share it with another HR pro building better onboarding. #OnboardingTips #HRLeadership #PeopleFirst ♻️ I appreciate 𝘦𝘷𝘦𝘳𝘺 repost. 𝗪𝗮𝗻𝘁 𝗺𝗼𝗿𝗲 𝗛𝗥 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀? Click the "𝗩𝗶𝗲𝘄 𝗺𝘆 𝗡𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿" link below my name for weekly tips to elevate your career!

Many of us have recently returned from holidays. Some stayed in hotels or Airbnbs, while others had the privilege of staying with family or friends. As recipients of their hospitality—or as hosts ourselves—it’s hard not to notice the effort and thought that goes into making someone feel welcomed and comfortable in a home. This got me thinking: we spend so much time and energy ensuring our guests feel cared for at home, but do we bring the same care and attention to welcoming new members at work? Often, we focus on the logistical side of onboarding. While these are important, they’re only one part of the experience. What about the human side of onboarding? The part where someone new feels 𝘀𝗲𝗲𝗻, 𝘃𝗮𝗹𝘂𝗲𝗱, and 𝘁𝗿𝘂𝗹𝘆 𝘄𝗲𝗹𝗰𝗼𝗺𝗲𝗱? Here are 𝘁𝗵𝗿𝗲𝗲 𝗹𝗲𝘀𝘀𝗼𝗻𝘀 from hosting at home that we can apply to welcoming new colleagues: 𝟭. 𝗦𝘁𝗮𝗿𝘁 𝘄𝗶𝘁𝗵 𝗮 𝗪𝗮𝗿𝗺 𝗪𝗲𝗹𝗰𝗼𝗺𝗲 First impressions are crucial. Consider creating a personalised "welcome pack" that goes beyond the basics. Perhaps, gather handwritten welcome notes from each team member. This collective gesture shows that the entire team is excited about their arrival. Additionally, if from outside of Singapore, include a packet of tissues with a note to explain why—a nod to the local Singapore custom of using tissues to "chope" (reserve) seats at hawker centers in Singapore. 😅 This not only introduces them to local culture but also adds a touch of humor and warmth. 𝟮. 𝗔𝗻𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗲 𝗧𝗵𝗲𝗶𝗿 𝗡𝗲𝗲𝗱𝘀 Good hosts anticipate what their guests might need—even before they ask. The same applies at work. Does your new team member have all the tools, resources, and information they need? Have you assigned someone they can reach out to for help? Thoughtful preparation can ease their transition and prevent unnecessary frustration. 𝟯. 𝗣𝗮𝗰𝗲 𝘁𝗵𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 When someone stays with you, you don’t just welcome them on the first day and then leave them to figure everything out. You check in periodically, ensuring they’re comfortable and adapting well. At work, onboarding shouldn’t stop after the first week. Make it a point to follow up regularly over the first few months. A simple check-in can go a long way in helping someone feel supported and valued. 𝗛𝗼𝘀𝗽𝗶𝘁𝗮𝗹𝗶𝘁𝘆 𝗮𝘀 𝗮 𝗧𝗲𝗮𝗺 𝗘𝗳𝗳𝗼𝗿𝘁 Welcoming new team members isn’t just the leader’s responsibility—it’s something all of us can contribute to. Whether it’s inviting them for lunch, answering their questions with patience, or simply being approachable, we all have a part to play in making them feel at home. Thoughtful hospitality leaves a lasting impression on guests. A warm and intentional onboarding experience helps new colleagues feel at ease, integrate faster, and contribute sooner. What have been POSITIVE and not-so-positive experiences you have had when joining a new team? What type of Welcome did you receive?

On Monday, I had my first day at LinkedIn, and I felt some butterflies—the kind that signal you’re stepping into something new, exciting, and a little unknown.  48 hours in, I wanted to share 3 reflections that might resonate with anyone navigating the start of a new job or role. 3 Takeaways for Starting a New Role 1. Get Crystal Clear on the Why, the How, and the What Pay attention to how the company presents its Why (Vision), How (Values), and What (Operations). Words matter—at least they should. Listen closely to how long-tenured employees describe the mission and how the business model supports it. When conversations lean toward abstract concepts, seek to remove ambiguity by asking for concrete examples. (For instance, if someone says, “We want to earn trust,” and it's ambiguous about what that actually means, ask what that looks like in practice at this company.).  You should walk away with a good feel for why the company exists, some concrete examples of what the standard is around a small set of values and – no matter your role – you should understand the company’s business model. Why does this matter?   Because at its core, a company is defined by what its people do and how they do it—a company is not its office space or logo or the award it just won – those are outputs or decisions.  It’s easy to get distracted from the core foundations, don’t miss the opportunity to get clear and concrete on them in your first few days. 2. Start Building Relationships Early The best work happens when relationships are built on trust and an assumption of good intent. I approach my work believing that my teammates are smart and are coming from a positive place, and I hope  that to be reciprocated. This foundation creates the space to engage in honest debate, healthy conflict, and meaningful resolutions. But trust isn’t automatic. Build it by asking questions, finding common ground, and showing some vulnerability. During onboarding, go beyond your immediate team and connect across functions. Be curious and ask for advice—it’s a simple way to learn something, and demonstrate that you value others’ expertise. Vulnerability builds trust and opens the door to authentic connections, which will set the stage for real discussions that get to the heart of the matter. 3. Share Genuine Thanks Many people likely played a role in helping you get here. Before the daily grind takes over, take a moment to express gratitude—to family, friends, mentors, or even folks you met during the interview process. Pro tip: Keep this practice going beyond your first weeks.  On my first day at LinkedIn, I observed how many people—security, IT, cleaning staff—work, often behind the scenes, to make sure my teammates and I can do our jobs better. Recognize their contributions. It’s a reminder of the interconnectedness of different parts of an organization.  How do you approach the first days in a new role? Share your thoughts and tips below—I’d love to hear them!

Figma’s 7-step onboarding reveals an underrated concept 👇 Most products teach features first… ... but FigJam by Figma believes in learning by doing. Within minutes, you feel like you’ve already started collaborating - even if you’re alone on the board. Here’s what they get right (step-by-step): 1. Start with delight FigJam's onboarding starts with a playful feature ("stumping emojis"). This creates a positive "peak" emotional moment at the beginning of the user journey. I did a similar experiment with the team at Miro and it worked. 2. Replace the blank canvas with direction Instead of “Create your first board,” you’re asked what you want to do: - Dream up ideas - Share updates - Plan the future - Draw diagrams You choose intent (not tools). 3. Drop you into a real working environment Once you pick a path, you’re inside a structured board. Rows. Sticky notes. Calendar. Sections. No demo mode or abstract tutorial. 4. Teach through micro-actions - “Each person gets a row.” - “Add important dates here.” - “Take a selfie and drag it.” One action at a time. You learn by doing, not by reading. 5. Introduce collaboration after value Only once you understand the space. Only once you’ve interacted. Then: “Invite your teammates.” Same feature. Completely different timing. If your onboarding is struggling, don’t add more tooltips. Create progression: Emotion → Intent → Context → Action → Collaboration → Expansion. That’s how you turn first-time users into active collaborators. 📌 Save this for your next product teardown. 💬 What product made you feel energised within minutes? #onboarding #growth #plg