What is VAST?
Back in 1998 as the Strategies for Success program gained momentum we found that owners and managers attendees were pumped up and eager to implement the Value Added Service (VAS) Concepts. But unfortunately, most hit a “brick wall of passive rejection” with their employees when they returned home.
Thus was born the Value Added Service for Technicians class to help SFS owners speed up the Value Added Service process and make for a smooth transition. Actually, while the ‘Technicians” part made for a catchy acronym we quickly found out everyone (not just your “Techs”) in your company needs VAS concepts and there is no better way to learn VAS is at a VAST seminar. (Is that enough acronyms for awhile?)
We originally planned to have a couple VAST classes a year at each Jon-Don facility but soon realized that the on-location VAST class was the best option for many companies. (Some company owners aren’t too wild about sending their employees off to the big city to “party hearty” and then to “fit in” the VAST seminar if they are not too hung over!)
You see, the challenge has always been that business owners and managers who attend SFS quickly grasp the concepts and can instantly see “what’s in it for them”. However, often times they have trouble getting this same ‘Value Added Service” message across to their employees.
Having an outside instructor/expert (such as our VAST Coordinator, Jeff Cutshall) come in to teach EVERYONE in the company VAS procedures gives the concepts credibility from a neutral, outside source. (All of a sudden it isn’t just the boss haranguing the staff!) Jeff not only teaches the VAST course but early in his career spent several years working as a carpet cleaning technician. Plus he currently owns a carpet cleaning company in Kansas City. So your employees will immediately feel at ease with Jeff since he has “spent time down in the trenches”!
Let’s face it, change is always tough and if your employees are not 100% convinced the principles will work, they’ll be reluctant to implement them. Our job is to convince them of “What’s in it for them” such as more money, less complaints, more job security, etc. So here is what your employees will learn during their “Value Added Service for Technicians” seminar:
- The Emotional Dynamics of working in a customer’s home
- What their REAL job is. (Hint: It’s not cleaning carpets or restoring homes)
- The difference between buying goods and services
- How customers decide if your employee has done a “good job” or a “bad job”
- Why you should build a life-long relationship with each customer and create a Cheerleader customer
- How to create positive “Moments of Truth” with their actions, appearance and attitude.
- How to give the customer the “Illusion of Control”
- Where technicians and everyone else too fits in to your company’s Service Circle
- A simple script that makes VAS easy to implement
- Hands-on training and role playing that shows them how to make the VAST concepts work
The seminar contains 7 hours of class instruction as well as hands-on roll playing. The VAST course is also approved for one IICRC (CEC) credit. Each student receives a 90 page class workbook plus for each student you sign up we will send a quarterly subscription of our VAST Cheerleader newsletter to your office. (You are welcome to make copies to distribute to all employees.) There is no formal VAST seminar final exam.
More about Jeff Cutshall
Jeff Cutshall has been in the cleaning industry since 1982. He is also an IICRC approved instructor in 3 cleaning related categories. In addition to consulting and teaching he also currently runs a commercial carpet cleaning business located in Kansas City. Jeff is continuously experimenting with customer service improvements and shares these in both his classes as well as in the VAST Cheerleader newsletters.
Link to more Information:
Some Frequently Asked Questions and their Answers
- What is the cost?
- Should I send my employees to a JonDon VAST class or sponsor one on my own?
- How much does a on-site VAST cost held at my location?
- If I sponsor a VAST class where should I have it?
- I’m a small business owner. Is their anything new in VAST that I didn’t learn when I attended Strategies for Success?
- What if I primarily do restoration?
- Who should I have attend the VAST seminar?
- OK, I’m sold. But once I have you do a VAST seminar for me (or send my employees) then how do I keep the Value Added Service momentum going among my employees?
What is the cost?
We offer the VAST course at most of JonDon’s facilities at least once or twice a year. We usually schedule one about a month or so after the SFS seminar. The cost is $159.00 for each student which includes lunch, manual, Cheerleader Checklist and they are automatically enrolled to receive a life-time subscription to our quarterly VAST Cheerleader newsletter.
Should I send my employees to a JonDon VAST class or sponsor one on my own?
Either way will work but the advantages of sponsoring a private on-location VAST class are as follows:
1. We’ll get everyone on board at once.
2. We can customize the class for an exact fit for your specific company needs and challenges.
3. When you factor in traveling expenses, etc, if your company has just a handful of employees you’ll actually save money and get the maximum benefit!
How much does a on-site VAST cost held at my location?
The cost is minimal. We charge $1,400.00 for the class plus all traveling expenses. There is also a $35 manual charge per student. If you want to make up your own manuals there is a $15 licensing fee for each manual. The VAST sponsor is responsible for providing the location and usually provides snacks for breaks and lunch for their employees.
If I sponsor a VAST class where should I have it?
If you have an office you may already have a training room. Many companies though have rented a small room at a local hotel or community center. While this may cost a little more the advantage is it puts the techs in a more relaxing, learning environment. Providing refreshments, drinks and lunch also makes more a more enjoyable experience.
I’m a small business owner. Is their anything new in VAST that I didn’t learn when I attended Strategies for Success?
The VAST course is basically the last 3 days of SFS combined into one day. If it’s been awhile since you attended SFS, the VAST course is an excellent one-day refresher course. If you have one or two employees it’s also a great opportunity to bring your employees and sit-in with them to see first hand their response to the concepts. Most importantly in VAST we focus on what’s in it for the front-line technicians!
What if I primarily do restoration?
No problem. We also have a restoration version of the manual. The restoration manual covers the unique challenges that you face regarding dealing with insurance agents and adjusters, as well as the different emotional dynamics of dealing with a “stressed out” restoration customer.
Who should I have attend the VAST seminar?
Everyone! Actually even the though class is called VAST (Value Added Service for Technicians) everyone benefits from attending VAST. Office staff and managers will see how they can apply the concepts, whatever they do!
OK, I’m sold. But once I have you do a VAST seminar for me (or send my employees) then how do I keep the Value Added Service momentum going among my employees?
Every attendee is automatically enrolled in our VAST quarterly Cheerleader newsletter program. The newsletter will include contest winners, fresh new Value Added service ideas and products and other fun promotions that are exclusively for VAST members.