Imagine surgeons, or electricians, or engineers, or even carpenters, being very relaxed and feeling good about themselves, but with no tools to perform their job correctly and effectively…
Without proper tools, they will not perform very well. They will spend more time and more money than they were supposed to. And they may even cause more problems.
The same rationale goes for our entire workforce, specially those who are dealing with customers.
How do you expect people to do something well if you never give them proper training to learn how to do it at all?
You may be providing training to your employees. But if you see your training initiatives as annual vacations, probably you are getting very little results in productivity and motivation from your employees.
Unfortunately this is the reality in many organizations across the globe.
Employees receive training once a year and their bosses expect them to perform in a high-level throughout the year. It is like taking a shower just once and expect to smell good forever.
I’m not talking about technical training or operational training (how to use a machine or how to perform a task). This is the kind of training that maybe you need only once and then you can go on performing your tasks with no problems…
I’m talking about soft skills training, behavioral training, training on how to deal with human beings, how to interact with customers and coworkers effectively, how to negotiate, how to sell, how to serve, how to lead…
This is the kind of training that will not produce results with the “once a year” approach, because it’s about creating new habits. It’s about changing behavior. It’s about developing a constructive attitude and a growth mindset. And you can’t do that overnight, or over a weekend, for that matter.
After 30 years leading teams and working as a management consultant – serving more than 200 organizations directly, and studying so many more – I found out that the magic number is 4.
People need a new behavioral training every 4 months for a period of 4 years, to be able to master new extraordinary behaviors and produce extraordinary results for the organization. And if you do that with at least 80% of your workforce, you will be able to create an extraordinary Culture of Excellence in any organization!
And this needs to be done in a well structured way, with every new training being aligned with the previous one. In other words, TRAINING must be a STRATEGY and not a series of random events.
A good strategy must have a major objective to be achieved.
And what seems to be a major objective in today’s competitive world?
Most experts say that a company must be offering the best possible experience to their customers if they are to survive and thrive and this ever-changing economy.
Therefore, your training strategy must be aligned with that major objective!
To do that, your company needs a Customer-Centric Excellence Plan, which is precisely a well structured TRAINING STRATEGY to develop the necessary behavioral skillset your organization needs to offer the best possible experience to your customers consistently, earning their loyalty and protecting your company from the competition.
Do you know how a great Customer-Centric Excellence Plan looks like?