The Impact of Training on Your Business
We've all heard about the ideal training process — a well-defined, structured approach that ensures consistency and quality. But how does training actually impact your business? Your approach to training directly impacts every aspect of your company — from financial success and employee retention to your brand reputation and recruitment efforts.
Think about the crucial skills and processes you need your technicians and service staff to master. You might say, “I only hire experienced Techs! They should already know how to do the job.” That’s understandable. However, every company has its own unique processes, procedures, and expectations. When a new tech starts, consider:
- How do you ensure consistent “quality control”?
- How do you make certain your processes are properly implemented?
- How confident and comfortable can a new tech be if they’re unclear about your company’s policies and procedures?
- When you introduce new training, processes, or expectations, how do you make sure everyone — from rookies to veterans — follows them?
Four Essential Steps to Improve Training Effectiveness
1. Tell Them
Begin with clear communication. Explain the process thoroughly — walk through each step, highlight its importance, and discuss potential consequences of not following it. Understanding the ‘why’ behind a process motivates compliance.
Example:
Process: “Complete all necessary details on the paperwork or electronic tablet after every service. Review them at the end of the call to ensure accuracy and client confirmation.”
Outcome of not doing it: “Inaccurate documentation can lead to billing disputes or lost revenue if the client challenges the work.”
2. Show Them
Demonstrate the process in real time. Visual learning helps solidify understanding. Walk your team through the steps, showing exactly how it’s done.
Example: Use a mock-up of the new paperwork that you expect employees to complete on each call. Walk through step by step demonstrating the process AND taking questions. Repeat the process several times, varying the information to drive the point home.
3. Have Them Show You
Engage your team by asking them to demonstrate the process. This active participation confirms their understanding and offers an opportunity for correction and coaching.
Example:
- Individual: Ask a volunteer to walk through the new invoicing process and explain their steps.
- Group: Use role play where volunteers take turns demonstrating the process. Others can “tap in” when someone hesitates, ensuring collective understanding.
- Another method: Lead the role play but only do what the group directs. This quickly reveals misunderstandings and prompts corrections.
4. Let Them Practice
Allow team members to perform the process on their own. Practice builds confidence and helps solidify learning through hands-on experience. Encourage the team to utilize the new process immediately and monitor with spot audits, happy calls, and quality checks.
Avoid the “Seagull Method” — The Common Shortcut
Many managers fall into a trap described as the “Seagull Method.” Instead of following the four-step approach, they often take a shortcut and eliminate steps 2 and 3:
- Briefly explain the task (Step 1)
- Skip demonstration and monitored performance (Steps 2 & 3)
- Ask employees to do the task (Step 4)
- Swoop in later, upset that it’s not done correctly, and criticize failures
This approach creates confusion and frustration. Like seagulls swooping down, managers often give minimal instruction, then swoop back in later to criticize — but the root cause is incomplete training.
Real-World Examples
- Management rolls out a new paperwork process in a short meeting, then is surprised when not everyone follows it perfectly.
- A new hire with years of experience is given a half-day orientation, but soon it’s clear they aren’t adhering to procedures.
- A new hire starts during a busy day. Managers rush them onto the road, prioritizing immediate returns over proper training.
From a new hire’s perspective, these shortcuts can feel unsupported and discouraging. Getting “coached” after mistakes caused by unclear training can damage morale.
The Bottom Line
Consistent, thorough training isn’t a one-and-done event. It’s an ongoing process that involves clear communication, demonstration, active participation, and practice. Avoid shortcuts, and instead, invest the time to train your team properly. The payoff? Better quality, happier employees, and a stronger reputation for your business.
