Previously, I discussed how being a hostage to a worker can prevent us from effectively selling our business, let alone running it. There is another way we can end up as a hostage, however, and that’s when we can’t train workers. It’s not that we don’t want to train; rather, it’s that we have few organized tools. Allow me to explain and offer a suggestion.
When we can’t train workers to do a job, then our only choice is to hire workers who know what they’re doing. Trouble is, IF you can find one, they only know how to do it the way they did it before. W. Edwards Deming asked, “Is twenty years’ experience really twenty years or is it five years repeated four times? Worse yet, is it one year repeated twenty times?”
Here’s the suggestion. Develop training tools. It doesn’t have to be hard.
Start with the function. If you run a computerized estimating system, should the CSR know how to operate it to do estimates? Yes. Should they know something about paper? How about the digital printing and/or offset processes? Of course.
Now, don’t train in the traditional way. That’s “osmosis” as we wait for enough live jobs to come through so we can show them how to handle each. That’s not training; that’s waiting for them to gain experience through trial and error.
“Yeah, butta,” some say, “What if I train them and they leave?”
Well, what’s worse? Train them and they leave or don’t train them then they stay?
Focus on the Tasks
What do they need to know? Start with their common tasks since answering questions about those eat up most of your time.
How do you know what they need to know? Start a list in a Word document. Write down the tasks you know they need to know. Then use a desk audit. That’s simply have the person doing the job now keep a list of their tasks for a week or so. When they run into a new task, add it to the list. This is the basis of your training plan.
Then Use These 4 Training Steps
1) Put the worker at ease and find out what they know. They may know more than you think and you can tailor your approach to their level.
2) Show them what you are doing while you tell them what you are doing.
3) Have them show and tell you while they do it.
4) Then test them by having them demonstrate to another person they can do it.
Most important step is the last one, testing. The other person commonly is the trainer’s boss but since you’re the boss and the one usually training; get someone else. Can be anyone but point is they must demonstrate their ability to do the task(s) to someone other than the trainer.
Foundational Training
Foundational training is background material. For instance, what does a person need to know about paper, our printing process, our jargon, or the printing way of doing things?
But there’s other foundational training as well. Pocket Pal is a well-known publication and virtual fountain of information of International Paper. Information on it as well as ordering may be found at http://ippocketpal2.com/. Or you may try www.amazon.com for lesser quantities.
Another thought is to check out CPrint Academy at www.cprintalliance.com. Yes, that’s a plug for our program, however it’s a good deal you need to know about.
However you do it, you need to be able to train. Once trained, it will not only save you time, but will build that trust which will increase your business. And with that we can all begin digging out of our time management quagmire.
= = = = =
Receive daily email training messages as well as have access to our short (8 to 10 minute) printing-specific training classes on product knowledge and selling through the new CPrint Academy. $495 for a year’s subscription covers everyone in your shop. Go to www.cprintalliance.com for more information. Message Tom at tom@cprint.com or reach him at (304) 541-3714, connect on Facebook and LinkedIn and follow his business tweets on Twitter @tomcrouser. Tom is Senior Contributing Editor of Quick Printing magazine, chairman of CPrint® International and principal of Crouser & Associates, Inc., 235 Dutch Road, Charleston, WV 25302, www.cprint.com or call (304) 965-7100.
= = = = =
Comments are closed.