The importance of being 'on board'

Blackhall Engineering Director, James Blackhall, discusses the importance of an effective onboarding process, to ensure that the right people are not only found, but kept.

As a company, we are not unique in that we believe in the importance of culture. The way in which we strive to set ourselves apart, for want of a better way of putting it, is by putting our money where our mouth is - by committing to our culture and properly investing in it. And it isn't all about money, either, although I couldn't sit here straight-faced and tell you that cash doesn't play its part! Money aside, our investment in culture boils down to the fundamental values that sit at the very heart of our business - ideals that have been at our core since the beginning.

The easiest way in which to describe our values, is that they are those of a family. This may sound twee, but again, saying and meaning are two very different things. To deliver on our company values with a team that continues to grow, we offer our new-starters what we call a 'HOT TIP' - a breakdown of our key values, the first of which are: Honesty, Openness and Trust - the 'HOT' three. We don't lie to one another or spread rumours or gossip. We're frank and open about performance, and we're fair. Whatever level we sit at as individuals, we work as a team, sharing problems, concerns and opportunities, entertaining each other's ideas, suggestions and opinions, and bringing together our combined experiences and knowledge to make a better product and ultimately provide a better service. Trust, which is crucial, is reciprocated among all of us, and among our teams we encourage healthy friendships, respecting confidences and trusting one another to deliver on our promises.

The 'tipping point', if you will, is where we build on those values in order to ensure our reputation as industry-leading Valvologists. 'TIP' stands for Teamwork, Improvement and Professionalism. Working collaboratively and always putting the team before the individual, we understand our collective strengths and weaknesses, and we work together to make the best of them. We're considerate of one another, we always shoulder burdens together, and when it all comes good, we know how to celebrate a win!

But, of course, it isn't all wins - such is life - which is why we've learned to commit to ongoing, relevant training in order to keep ahead of the game; to improve internal and external customer experiences and, above all else, to challenge mediocrity. I'm proud to say - and I firmly believe - that there is nobody on board here at Blackhall who is happy to accept anything less than excellent, which is perhaps why our products and services continue to stand out in the UK water industry.

When it comes to Professionalism, it's all about balance. Of course, there are the necessary values we look for in each and every individual - self-motivation and a commitment to the company objectives - but we also set high standards for self-discipline. We dress appropriately, we do not insult one another and we remain aware of the limits of 'banter'. That's not to say that we can't have fun whilst we work; it all comes back to balance - to having the line drawn in the sand and respecting one another enough to never cross it.

In short, it is about people. In the first instance we aim to find those who, outside of Blackhall, match and share our family values as closely as possible. Are they up for a bit of fun? How do they deal with quirky interview questions like 'what's in your fridge?'. Are they likely to fit into the Blackhall Culture? Once we've found them, it's then about nurturing an environment in which they feel they are valued and respected, and in which they can see themselves in the future. This all starts on day one, from the introduction of no fewer than three 'Buddies' to help them settle in, to a first-day lunch with myself, their Buddies and their Line Manager. As a Board, we also take new staff out for dinner within their first 30 days, which I believe helps to narrow the distance between Directors and the rest of the workforce that can otherwise be the norm in other businesses. Then, when the first 30 days are up, it's over to the newby - time for them to feed back!

As a new employee, you will now be settling into the business and starting to become a valuable asset to the company. You will also have your own thoughts and ideas based upon your previous work and life experience. We are interested in hearing your fresh outlook on old challenges. Your say is important.

This is the brief that we give to every new-starter, to inform the two presentations that they are expected to deliver: one after 30 days, another after 100. Our intention with these is not to intimidate new staff. Nor is it 'for show'. In fact, the reasoning is two-fold.

Firstly, as a Board of Directors, we should never turn down the opportunity to hear the opinions and insights of those who are new to the business. After all, it's often 'new blood' that can highlight areas for improvement that the rest of us are too set in our ways to notice!

Secondly, as a new starter, we believe that there is nothing worse than being 'dropped' into the pool and being expected to swim. Having the opportunity to present their findings to the Board gives our new-starters a feeling of belonging; it instils in them a feeling of investment, of being listened to, which in turn encourages them to invest more of themselves into the business, thus spurring us to invest more in them, and on it goes.

In a recent poll on LinkedIn, we posed the following question: according to Thomas International, by how much do organisations with strong onboarding processes improve new-hire retention? The answer, perhaps unsurprisingly, is 82%. In reality, for us, it is closer to 100%, in fact since developing and implementing our current onboarding process, we have not lost a single member of staff, something that all of us here at Blackhall are immensely proud of.

Of course, it's very easy for me to sit here and type about the amazing things we've done, and you'd be right to question me! As always, the proof is in the pudding and with that in mind, I will soon be talking to two of our newest starters and drilling down into their experiences first-hand, so be sure to watch this space and keep an eye out for more forthcoming Insights.

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