📧 Breaking through Buyer's Remorse for Customers and Team Members
Hi Friends,
You’ve heard of buyer’s remorse—but what about new hire’s remorse? That is the feeling of worry, regret, or uncertainty that a new team member might have when taking a new role with your company, or that you might have when pivoting into a new role or organization.
One of my favorite podcast guests, Joey Coleman, shares insights about how to address this in his book, Never Lose an Employee Again: The Simple Path to Remarkable Retention, building on insights from his first book, Never Lose a Customer Again.
“It’s almost impossible to expect a team member to ‘wow’ a customer if they have never personally experienced being wowed. The impact of an experience has very little to do with the cost of the experience. It’s not about the dollars; it’s about the thoughtfulness.”
🌟 Here are a few key takeaways from our Free Time conversation:
Be intentional with designing a new team member’s experience: What systems do you need to make sure someone’s pivot doesn’t result in a face-plant?
Orientation is different from onboarding. Orientation means introducing a new team member to their surroundings and giving them an overview of how things work in your business. Onboarding involves a structured series of contact points designed to create a warm, welcoming experience.
The first hundred days are critical when it comes to making a good impression on a new team member. But don’t stop paying attention on day 101; you still want to be creating surprise and delight moments throughout their tenure.
✅ Do (or Delegate) This Next
Send a quick video selfie to one of your team members (or contractors), thanking them for their contribution to your business.
📚 Related Reads
Free Time by Jenny Blake (that’s me!)
Never Lose an Employee Again and Never Lose a Customer Again by Joey Coleman
Giftology by John Ruhlin
The First 90 Days by Michael Watkins
Gallup’s It’s the Manager by Jim Clifton and Jim Harter
Unreasonable Hospitality by Will Guidara
🎧 Listen to the full conversations with Joey here and here:
Let’s examine the next related quality in our Strengthscope series . . .
💪 Strengthscope Deep Dive: Developing Others
Is developing others an energizer or a drainer for you?
🔋 If developing others energizes you, you love encouraging other people’s learning and development to help them achieve their career goals and fulfill their potential.
Who annoys you: People who are primarily focused on business metrics, at the expense of nurturing the whole person behind the role, and who place little value on others’ longer-term development.
Who is annoyed by you: More task-focused individuals might see you as spending excessive time helping people connect at the expense of business demands.
🥵 When in overdrive: You may spend too much time helping people fulfill future development and career goals, sometimes to the point of over-functioning. Check out Terri Cole’s book, Too Much, for more on this.
Self-check by asking: My developing others energizer makes me want to always create an opportunity for learning. Do we have time for that now, or do we need to move forward in other ways?
🪫 If developing others is a drainer for you, reframe it by reflecting: In what contexts do I enjoy helping others grow? How can I focus my efforts in these ways? Check out ’s Team Habits and Annie Hyman Pratt’s The People Part for more ideas.
📊 Get to Know Your Significant Seven Energy-Strengths
If you want to dive deeper into the 24 energy-strengths, including an assessment that will show your biggest energizers and drainers:
Individuals: Purchase the Strengthscope report here and get instant access to your results and a 45-minute Upgrade Your Energy pre-recorded workshop to better understand your unique profile, with tips to find more flow at work.
Or book a 45-minute 1:1 with me that comes with a Strengthscope report; together we’ll talk through your results and develop a customized strategy based on your Significant Seven energy-strengths.
Teams: If you work within an organization and have the budget to run this as an in-person half-day team-building workshop, we are now booking for next quarter. Learn more and inquire here »
That’s it for now . . . thank you for reading!
❤️ With Love,
