Optimized Employee Onboarding: A 90-Day Guide to Building an Engaged and Skilled Team

By Evan Hackel

Almost every franchise system has a very good system to onboard new franchisees. It’s just as essential that franchisees onboard new employees effectively, and unfortunately, this does not have the same level of attention and the effectiveness is thus minimized. 

In franchising, one of the biggest challenges often lies in building a team that has the needed skills, understands their role, stays motivated, and embodies brand values. Not only does this make the franchisee more successful, it also reduces turnover which ultimately saves costs significantly.   

“If you don’t have time to do it right, when will you have time to do it over?” — John Wooden

Those are important steps. However, their effectiveness can be dramatically improved if you plan your training according to a schedule or as people in training like to refer to it, a learner’s journey. In this article, I will provide a 90-day onboarding structure that leads employees to feel valued, confident, and ready to contribute.

Pre-Arrival Preparation

1. Review your current onboarding tools and resources – They may include eLearning modules on the LMS, operations manuals, and training materials. Look at these resources with fresh eyes and decide what needs to be updated, reformatted into electronic form, or even discarded. 
2. Prepare paperwork and technology – Ensure new hires have access to necessary technology on day one, including the Learning Management System (LMS) and any relevant Point-of-Sale (POS) systems. Additionally, prepare the required paperwork, such as benefits enrollment forms, company handbook, Non-Disclosure Agreements (NDAs), and a document that clarifies the employment relationship between franchisee and employee, distinct from the franchisor.

Day One Orientation

1. 1. Welcome everyone and introduce the brand – Begin with an introduction to the franchise’s mission, core values, and service expectations. Use the brand promise modules in the LMS to help employees understand what sets the brand apart and how their role contributes to the company’s goals.
   2. Complete paperwork – Guide the new hire through signing key documents such as benefits enrollment forms, the company handbook, NDAs, and a franchisee-employer acknowledgment. 
   3. Meet the team – Make live intros where possible and a review the company organizational chart

• Review the performance review form – It’s very important that new hires know what’s expected of them. By letting them see the review form, you will assure there will be no surprises when you do your first review at the 90 day mark.

Week One – Building Strong Foundations in Skills and Technology 

By the end of the first week, employees should feel comfortable with basic tasks and understand the importance of their role within the brand. Ensuring that they receive positive reinforcement for progress, even in small areas, can encourage confidence and motivation.

1. Cover technology and basic skills – Familiarize the new hire with essential technology, including the POS system, scheduling software, and communication platforms. Also introduce the new hire to the LMS and eLearning modules. Assign initial training on customer service standards and foundational job skills.
2. Do some role training and job shadowing – Explain the responsibilities of the new hire’s role and introduce daily tasks. Pair the employee with an experienced team member for shadowing, allowing supervisors to observe customer interactions and task execution firsthand.

Remainder of the First Month – Building Competence and Confidence

Throughout the first month, the goal is to help new hires deepen understanding of the brand’s customer service expectations and job skills, solidifying new hires’ ability to handle the day-to-day requirements of their roles independently.

1. Have weekly check-ins – Discuss progress, answer questions, and provide constructive feedback. Address specific challenges and offer additional resources or guidance on areas where the employee might be struggling. 
2. Continue eLearning and job-specific training – Assign weekly eLearning modules that focus on job-specific skills and complex customer service scenarios, building on the basics introduced during the first week. Also consider using role-played customer interactions, troubleshooting, and refining processes based on customer feedback.
3. Provide constructive feedback – Recognize positive behaviors and achievements to reinforce the brand’s customer service standards and motivate the employee. Also encourage employees to ask questions and share feedback. By creating a supportive, open environment, you build trust and encourage a continuous learning mindset.  Set times for feedback and employee questions first daily, then weekly. 

The 90-Day Milestone – Reviewing Progress and Next Steps

By the 90-day mark, employees should feel confident in their role, equipped with the skills and knowledge needed to succeed, and motivated to continue growing within the franchise.

As the onboarding period concludes, conduct a comprehensive performance review to assess the employees’ proficiency in their role. This 90-day milestone is a chance to solidify skills, address remaining questions, and set the stage for long-term growth.

1. Have comprehensive performance reviews – Evaluate the employee’s performance based on customer service, job-specific tasks, and competence with company technology. 
2. Recognize accomplishments and provide constructive feedback on areas for further growth – Ensure that employees feel valued for their contributions. Ending the onboarding phase with a positive review helps build loyalty and encourages the employee to continue developing within the franchise.
3. Check technology skills – Confirm that the employee is proficient in the LMS, POS system, and other essential technology. Address any remaining gaps by offering targeted re-training or supplemental resources.
4. Set long-term goals – Emphasize the importance of continuous learning and encourage the employee to stay engaged with updates or new training modules as they become available. Also discuss potential growth opportunities within the franchise, such as additional responsibilities, leadership roles, or specialized training. Setting long-term goals shows that the franchise is invested in the employee’s future, reinforcing loyalty and motivation.
5. Create a personal development plan – Based on where the person is at, create a customized personal development plan for them so they can continue to learn and grow in their role or into new roles if they have the capability of advancement.

A 90-day onboarding strategy builds competence, confidence, and a sense of belonging that allows employees to thrive. As they gain clarity on their role, align with the franchise’s values, and feel empowered to contribute, they become valuable assets who are more likely to stay, grow, and succeed within your franchise.

About Evan Hackel

As author, speaker and entrepreneur, Evan has been instrumental in launching more than 20 businesses and has managed a portfolio of brands with systemwide sales of more than $5 billion. He is the creator of Ingaged Leadership, is author of the book Ingaging Leadership: The Ultimate Edition and is a thought leader in the fields of leadership and success. 

Evan is the CEO of Ingage Consulting, Delta Payment Systems, and an advisor to The Learning Network. Reach Evan at ehackel@ingage.net, 781-820-7609 or visit www.evanhackel.com.