As the FALL Training Season approaches, I want to “lay down the gauntlet” to all of you to make use of the Training Classes offered by the York Central Service Managers or, if you are a “participating dealer”, making use of York’s ProficienTech on line training, or both!
I offer this advice:
- First and foremost, you need to buy into the idea of training as a “benefit” to your customers – something that can be sold.
- Create a training budget – training does cost, but the R.O.I. usually exceeds the cost.
- You need to get your Sales People to promote it as a benefit to YOUR customers and make sure they let your customers know that your personnel are “factory trained”.
- Make training part of any “new product” offering – the transition to a new product will go a lot smoother if you train the installers and service people up front.
- Advertise the classes – put fliers out for the service people so they can choose what classes they may want to attend.
- You need to put a “value” on training. Incentivize it for your personnel for attending.
- Make sure your personnel register for the classes
- All classes include a Training Manual – they add credibility and professionalism to your Techs and provide a source of information.
- Training is scheduled when it is convenient for your personnel to attend.
- We provide some sort of snack and beverage since they will be coming from work.
- We offer “door prizes” since techs seldom get any “goodies”.
The more training you do, the fewer problems you will have. When a tech understands a product, he does not “badmouth it”. When he doesn’t understand a product, it’s usually, ” I always have problems with this type of equipment!”
If you want to make more productive use of your time, have fewer service re-calls, reduce warranty and consumer issues, then you need to TRAIN your personnel.
So, here’s the challenge, I am “throwing down the gauntlet” to all of you. It is going to take a commitment on your part and it could mean attending some classes in the evenings, but I encourage you to try it.
If you want to see a specific topic or have questions, I’ll be glad to help you — just let me know. Training does pay off.
Let The TRAINING Begin!