“What’s The Best Way To Train My Team?!!”

By Mark Mayberry

It’s Mary’s first day on the job at A-Health Hospital. Mary is excited about her new challenge in admin, and comes to work filled with enthusiasm. Unfortunately, the A-Health “training program” steals her energy, and steers her on a course towards mediocrity.

A-Health is a fairly successful hospital, but would do so much better if they just implemented a productive training program for their Team Members. At A-Health, when you are a new hire, your first week is spent with “On The Job Training.” In other words, you follow some of the “veterans” around, and they teach you what they do. Then, you just follow their example. A-Health Hospital has been training new Team Members this way for years.

Sally, the receptionist, teaches Mary how to get around the procedures to document the hours she works. After all, “Everybody does it this way.” Tom, another admin co-worker, tells Mary “Don’t work after hours or you’ll make the rest of us look bad.” Mike, the veteran sales co-ordinator, uses sales techniques that are outdated. “Keep talking until they say ‘Yes’” is Mike’s philosophy. By Friday, Mary is one of the gang. Her potential to excel has been reduced many times over.

And that’s the last bit of training that Mary receives. The A-Health Hospital culture takes care of the rest. Of course, A-Health is a fictional hospital, but this scenario is an example of too many organizations.

I hear two common excuses when I ask leaders why they don’t take the time – and spend the money – to properly train their Team. Many say “If we spend the time and money it takes to train someone, they’ll just leave us and go someplace else.” My response is “Great, let’s leave them stupid and keep them here!”

The second excuse is “We just don’t have the time, and don’t have the dollars it takes to train our Team.” My answer – “You can’t afford NOT to spend the dollars and time.”

The only asset that you have that should increase in value every day is the ability of your Team Members. Here are a few things that you can use to make sure your Team is properly trained.

In-House Training – I work with several organizations, customizing my Customer Service program to the organization’s needs.

Outside seminars – There are many educational programs available across the country. Check your mailbox, look in the newspaper, or call other leading organizations in your industry to find what seminars have worked for them.

CDs – More and more training programs are available on CDs.  The best part of CD training is that your Team Members can learn at their own pace. Another huge advantage of CD training is that they can adjust their schedule to find the time to train.

The Internet – There are tons of websites that can help your Team Members grow. Most Internet training sites also have a way to test the students, so that you’re certain that your Team Members have developed new skills.

DVDs – An easy way for your Team to take the training home, and learn a lot more than they would if they stop at Blockbuster instead. There are some terrific training videos available.

Y0u don’t have the time? You can’t afford the training? Maybe it’s time to “think again,” and move your organization forward.

Are you really satisfied with the level of service that your Team delivers to your most important asset – your Customers? Call Mark today to bring “Shazzam” to your organization’s culture! (815) 209-1381

Mark Mayberry is a Customer Service expert. He works with a wide variety of organizations around the world, helping organizations like yours deliver “Service With Shazzam” to your Customers. Call Mark today at (815) 209-1381!