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.
To read more from Mike on on the job training read: Contracting Lessons from Eagles