Most businesses, mine included, rely on other people to deliver on
the promises that a company makes to its clients, employees, and
subcontractors.
Most businesses also spend an inordinate amount of their marketing
resources looking at a way to bring in new customers. After all, isn’t
that what growing a business is all about?
What if companies delivered such a great experience that their clients couldn’t stop talking about their experience?
Great customer experiences, come with great training programs.
Employee’s, subcontractors, and vendors need to understand the company
culture and how to deliver to the customer the promises made by the
company.
For Example, Fair and Square has a culture of integrity, curiosity,
time, education, and community. Unless everyone who works for and with
Fair and Square understands what these values mean and how we deliver
them, the customer experience may not always be consistent or in keeping
with what we say we will do for our clients.
Here are some tips for creating a great training program:
1) Do some research on who you are training and how your people learn.
For example the creative carpenters, who work with us, will be bored to
tears in a classroom setting where someone lectures and they take
notes. Your people shouldn’t roll their eyes and think “here we go
again,” when training time comes. They should be asking when it will be
happening.
2) Evaluate your strengths or weaknesses as an educator. Are you the right person to do the teaching? If not, who is?
3) Get feedback from your students. Use this feedback to improve your program. Remember the program is all about your people, not what the company really wants to teach.
Mike Otto, Fair and Square Remodeling
