We commonly ask our employees to connect with the customer, from the phone call to the visit at their home. “Get to know them, and ask questions. Connect with them,” is the creed. But before we ask employees to connect with customers, we should ask “How well connected are we with each other?”
In professional business training there is a concept that is important to consider: You are responsible for all of your outcomes for everything you do in life. This concept applies to everyone in a training situation — you the trainer, you the coach, and of course you the participant.
When a good employee’s performance drops, almost every time we look into what happened, we find the feedback, follow-up, and support the employee received in the months following training was not consistent over time.
How many times have you looked at one of your top performing employees and think, “If I could just hire one more person like him we’d be knocking it out of the park!” So let’s talk about how you can start to find more great employees.
There has always been the belief our residential service technicians need to be as professional in appearance as possible. I stand by that, and I actually believe it to be true in all walks of life. But, recently, this definition of “professional appearance” has become a more gray area.
So, you’ve invested in training your employees, and they are trained. Now what? How important is it to have an ongoing training process? Do your employees ask for more training when they need it?
When you find that great new employee, you are ready to put them in uniform and let them start working their magic from day one. What is not considered are the policies that you look at as commonplace, but may be new, differing from a new employee’s previous experience.
