Identify the Reason for Training
Investing in employee training is not an activity that should be taken lightly.
Unfortunately, it often is. Every day, countless organizations send their employees to one of the thousands of seminars held throughout the country. And when the employee returns to work, no one asks, “So what did you learn and how are you going to use it?” What’s worse, those same organizations may bring a training provider onsite expecting a miracle, and then after the excitement of the day wears off (assuming it was a good session) nothing really changes back on the job. Mercifully, by doing a little work up front, you can save yourself a lot of money. First, identify the reason(s) why you believe your organization needs training. (more…)
Training for a “New Face”
As we hear rumors of the eventual upturn in the global economy, organizations are beginning to emerge after taking cover and taking drastic action during the downturn. Many organizations will never operate the same again, and many are looking for ways to absorb the lessons learned and move forward with new structures and operations. How can the training organization help during this time of stepping forward? There are several areas on which to focus and change training – and ensure that the organization continues to move forward.
First, take a look at the new hire situation. Many organizations are on hiring freezes or may still be involved in layoffs. But some organizations are in constant need of new hire employees, especially on the front lines. If your organization has high turnover or simply continues to hire, look at the training that was offered for this group during the times before the economic downturn. How much of the information was truly “need to know”? Did the training integrate efficiencies such as e-learning and on-the-job programs? If not, take the time to revamp these programs to make them as efficient in delivery and subject matter as possible. Did the material focus on how to do the job efficiently? Try focusing the training itself on efficiency and see how well the new hires do. On top of this, remember to evaluate the new program in order to clean it up and keep it as cost-effective as possible. (more…)
Starbucks Training their Staff
I just finished reading an article on how Starbucks is closing over 7000 of their stores, for 3 hours on Tuesday, for remedial espresso training. Starbucks, which already has an extensive training program feels that their baristas are not making their coffee drinks up to the standard that Starbucks seeks to be known for.
When was the last time you saw a company, who is committed to success, stop all business activities to insure that their staff have the proper skill set to perform their job? You don’t see it because most companies are short sighted. They are willing to delivery mediocre products and let their customers know that as a company, they do not care!
Starbucks is setting a ‘gold standard’ on this. They ‘are doing’ what many more companies aught to be doing…. training their staff. They are less concerned with the loss of economic opportunity (which Dunkin Donuts is taking advantage of with their 99 cent caffeine shot) for those 3 hours, but remain focused on the truly ‘long-term’ value of delivering high quality coffee products.
In the end, this training action by Starbucks will cement their already strong relationship with their customers, who in turn will provide the on-going viral word-of-mouth advertising for their superior coffee products.
Training Does Make the Difference
Only high-level industry training will allow you to become a trusted adviser to your clients.
Hold onto you hat and please do not fall out of your seat. I am going to dispel a common myth that some people hold so dear, they may see it as blatant heresy. “The customer is always right.” No. No the customer is not always right. Now, I know that many have learned to believe this old saying as fact. However, the fact is that the customer is not always right and actually, much of the time the customer is wrong. Before you shut me out here, bear with me and let me explain.
Think about this: if your clients knew exactly what they needed and exactly what was best for their situation, then there are only one of two possible reasons: One; they know as much or more about the mortgage lending industry or the real estate business than you do; or you just don’t know a whole lot. Does that make sense? I am not saying that your clients do not know what they want and desire more than you, but you should have a far deeper understanding as to what they need to achieve want they want, more than they do. You are the expert right? (more…)
Why is Training Important?
Is success really about who you know?
Or is what you know more important in today’s marketplace?
“It is more about who you know than what you know.” If you have been in any type of business for any length of time you have probably heard this old gem a thousands times. “It’s not what you know, but who you know that counts.” Well, while at one time this aged-old sentiment may have made some sense, it is certainly not true today.
Yes, some time ago, it was simple: the perfect average couple with a median income, 2.4 kids, B+ credit and a 20% cash down payment, came wide-eyed and bushy tailed to the real estate and mortgage professional looking for guidance. Sure enough, in that old-boys-club, good buddy era if you could name-drop a few important or familiar people; you got the business. (more…)
Failure is an event. Not a person.
“There are no secrets to success. It is the result of preparation, hard work, and learning from failure.” Secretary of State Colin Powell
I had a client call me, he was panicked. He just heard from his accountant that his business was about to fail. He was searching, no reaching for ideas on what to do. He outlined for me a number of problems he was facing. I asked him about the steps he had been taking in the past to address these issues and inquired about the results from those steps.
As he recounted the problems and his actions, it became clear to him and to me that his actions were not having any impact. He was dumbfounded by the conversation and his prior actions. He realized that the failure was in how he interpreted the situation.
At that point, he asked me if I had ever failed.
I shared with him a bit of my own story of failure. (more…)
