It is inevitable that to get an A+ “dream team” businesses will need to invest in training. Investment in people is an effective way to increase productivity and business levels whilst retaining key personnel, it also costs money, time and resources.
Most firms have some sort of day 1 or week 1 induction programme, teaching new recruits about the culture of the company, the technical aspects of using the in house systems and even industry compliance tests. Some even go further than this and train team members on their minimum standards and best practise expectations.
After this there are monthly one to one’s and weekly sales meetings, manager meetings and sometimes even follow up training, all of which is a great investment of time and energy, but how effective is it?
How useful would it be to know exactly on a daily, weekly, monthly and quarterly basis exactly what works well in your branch and what systems or processes don’t work quite so well? Surely there is more value in understanding each individual’s strengths and weaknesses and then targeting the training on specific key areas.
So where could we get this information?
The customer is a great place to get these insights. How many of us have taken the time to ask our customer how they feel about our service? What delights them and what disappoints them? Ok, so it might be a bitter pill to swallow at times, but by asking the customer for their feedback you will be provided with insights into your business that will allow you to structure your training and development in a strategic and targeted manner.
So I dare you to bite the bullet, give your customer a voice, ask them what they think to your service, and start to strategically train your team.