By Allan Ferguson
Whether it’s attending a live seminar, undergoing a course or ordering a system on DVDs or CDs, I’m often asked about what is the most important suggestion for a company to get the most out of training investment.
I’m more than happy to share the three most important suggestions:
It’s genuinely that simple and yet it’s something unfortunately overlooked.
It’s only going to be through practice a technician is going to get the best chance to keep their improved results sustained.
And it’s only going to be through practice a customer service representative will ask questions every time vital to their sales process as if it’s become their second nature to do so.
I understand how companies make significant investments in training resources and in their enthusiasm they rush through the implementations and expect instant results.
I also see companies experience initially improved results and then think everything’s fine and they slowly revert back to their past behaviours and therefore past results, which completely undermines their investment.
If these sort of scenarios sound familiar, chances are it’s because you didn’t give your staff enough time to practice what they’ve learned.
If you don’t already have a specific time put aside each week purely for staff training, I really recommend you look into it.
There’s also what some of us call “windshield time,” where a technician for example is stuck in traffic on the way to a job, or they’re sitting in a truck waiting for confirmation to proceed to their next job.
This time can be spent listening to training, or rehearsing specific parts of the sales process such as the introductory statement or a script suggested from their training program.
I don’t care how busy your business is, you must create the time for your team to practice!
Practicing creates confidence, it encourages mistakes to be made so staff can learn from them in a supportive environment but importantly you’re setting service quality standards across your company.
I commend any company investing money into quality training, but just as a company invests dollars into this area, it must also invest time to give the system the best chance possible of making a difference for your company.
Allan Ferguson is the CEO of Service Professionals Australia.
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