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The “why” (and “how”) of training your new employees…

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train your new employeesSo “ya went and done did it”! You avoided “Desperation Hiring” and hired a new tech! Congratulations!

But wait! Do you want  a Critical Mass Business that will run with you OR without you? If so, you MUST follow a routine and logical orientation/ training process! Why?

Remember, your new hire is clueless on the “Emotional Dynamics” of providing a service in your client’s home or business! (I seldom hired techs with “previous experience”.)

So if you don’t train your new employees you will be “throwing them to the wolves” and he or she will burn out and quit! Why?

Because your new (usually young and nervous) technician normally has nothing in common with your average client. And yet “80% of how your customer decides if it was a good job or a bad job is based on the RELATIONSHIP they have with the person performing the service“! So please …

Train your new employees on the “why and how” of creating Customer Cheerleaders!

NOTE: A delighted “Cheerleader” a) seldom complains, b) will happily pay your (higher) prices, c) will purchase Additional Service Options from your tech AND d) will “sing your praises” to everyone they know! (Including giving you ecstatic online referrals!)

You consistently create these ecstatic Customer Cheerleaders by Managing your customer’s experience to provide a consistently high level of perceived value and service.” In our Strategies for Success program we call this process Value Added Service. (VAS) Therefore…

Before you do even your “trial hire” with a new tech review VAS concepts with them. Download this FREE 6 step “Initial Value Added Service Pre-training” Outline I used HERE!  (Or check out my 7 hour audio technician training program HERE.)

Of course, it isn’t enough to just share the basic concepts of VAS to train your new employees. You must also “make it easier to do it right than to do it wrong”! How? By giving your residential, commercial or restoration techs a step-by-step checklist of how to “perform on-location”. Let’s talk about this real soon!

Steve

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