Training that Sticks

Do You Have a Culture of Training?

Posted by Joe Lipham on Tue, Jul 17, 2018 @ 11:07 AM

When my son was young, I was always amazed at the questions his mind developed. It usually started with “Is it possible…” or “What if…” Things such as, “Is it possible for a man to fly?” and “What if cows could suddenly give chocolate milk?” I would take the question, try to reason with it and figure out a logical conclusion as to what exactly could happen. One day as we were getting an oil change for my car, my son asked, “What if you never changed the oil or put any oil into a car what would happen?” It was an easy answer; the car would cease to run. I explained to him that if you fail to change the oil, the oil becomes dirty and fails to lubricate the engine. Once that happens the car engine stops working and the car is no longer able to function.

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Topics: Employee Development, Training

Mode of Transportation

Posted by Scott Mclaughlin on Tue, Aug 15, 2017 @ 15:08 PM

For most of us, the thought of sitting in a classroom listening to an instructor regurgitate facts or read straight from a book gives us serious high school flashbacks.   Bueller…Bueller, anyone? 

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Topics: Training, Employee Development

Field Service – The Tale of Two Scenarios

Posted by Roberta Szymanski on Wed, Nov 16, 2016 @ 09:11 AM
Scenario One

The sale has been confirmed, the paperwork is completed, the invoice has been created; and now, last but not least, the equipment needs to be delivered. Many hands have played a part in getting to this point and the customer is happy and confident that he is getting what he needs. The delivery person that is going to the jobsite has been well trained on how to operate the equipment and is very qualified to answer questions for the customer. But what can a delivery person do to further advance the relationship with the customer while at the jobsite?

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Topics: Field Service, Training

Who Killed Customer Service?

Posted by Holly Zoba on Wed, Sep 21, 2016 @ 08:09 AM

We hear it all the time.

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Topics: Customer Service, Service Edge, Training

The Phone is Ringing – Now What?

Posted by Barry Himmel on Wed, Sep 14, 2016 @ 08:09 AM

When someone calls your organization and inquires about your services, how important is that call and what is the objective of the call? Is it to:

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Topics: Training, Telephone, Employee Development

A Tale of Two Hotels

Posted by Holly Zoba on Wed, Aug 31, 2016 @ 08:08 AM

Once upon a time we made two phone calls to two hotels. We recorded those conversations because, well, that is what we do. Unlike the NSA, we don’t record these phone calls because we are concerned about national security, instead we are concerned about the state of customer service. And as you will hear, we have good reason for our concern.

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Topics: Customer Service, Training

Introducing Adaptive Performance Management™

Posted by Holly Zoba on Mon, Apr 18, 2016 @ 10:04 AM

What happens when managers are uncomfortable giving developmental feedback to employees? They avoid it and hope the poor performance improves by magical forces. But that usually doesn't happen.  The employee doesn't know what they are doing wrong or how to improve, so they continue making the same mistakes over and over. The manager grows more frustrated, but still avoids confrontation. The employee may leave, or worse yet, stay and continue the bad performance - which ends up chasing away the high performers, because they don't feel like their efforts are either recognized or valued.  And the end result? Loss of profits.

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Topics: Training, Leadership, Employee Development

Five Surprises Across the Front Desk

Posted by Holly Zoba on Mon, Mar 28, 2016 @ 08:03 AM

People always ask me for the ROI of training a front desk staff and I am always a little stumped. It’s a logical question. If you are spending money on training, it only seems fair that you would expect some sort of return, but quantifying that return becomes the tricky part.

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Topics: Hospitality, Training, Employee Development, Reality Trip

Reinforce and practice training: A must for the success of your business

Posted by Dave Hamilton on Wed, Dec 16, 2015 @ 15:12 PM

Whatever your organization calls the process of driving changes or behaviors in the pursuit of a positive outcome or result must have one nonnegotiable ingredient to ensure success: A training reinforcement process that validates and measures.

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Topics: Training, Reinforcement, Process

Attitude of Indifference - Audio Blog

Posted by Dave Hamilton on Mon, Nov 02, 2015 @ 10:11 AM

Dave Hamilton, SVP of Training Delivery and acclaimed story-teller, recounts a short and pertinent tale regarding one of the most important elements in customer service and life: your attitude.

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Topics: Dave Hamilton, Training, Tips

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