In my June column (“Hire RoboTechs,” page 90), I wrote about the importance of screening and hiring technicians with the potential of being able to incorporate and master technical proficiency, superior communication qualities, effective add-on selling capacity and the ability to garner referrals. While it takes a special person to possess this capacity, it also takes a comprehensive training and development program to give this individual the tools necessary to reach his potential. That said, a comprehensive training and development program is imperative to every company’s success. It should be made available to all employees, including service technicians, office personnel, customer service representatives, supervisors and senior managers.
As a business consultant traveling throughout the country, I’ve found most small to medium pest management companies don’t have comprehensive education and training programs because there’s not enough time; they don’t have the physical space; and the cost to the company, in unproductive hours, would be too much. Few of these companies provide enough initial training before placing their employees in the direct line of fire, particularly if the hires take place in season. By contrast, employers who support workplace education and training programs enjoy a more conscientious, resourceful, loyal and dependable workforce. When employees learn high-quality work is crucial to the success of the organization and their own job security, they become more conscientious.
Two-phase program
Phase I: Induction Training
Employees receive this when they first join the company. It’s designed to provide the essential skills needed to perform their jobs. It also will include an introduction to the company philosophy, values and culture so employees are aware of their expectations. An employee manual and standard operating procedures should be provided at this time. The initial part of the induction training should be done in a classroom-type setting, while the latter part of the training should be facilitated on the job.
Phase II: Ongoing Training
This can be provided by trainers working for the company or by an outside company hired by the employer. It can include classroom training, off-site training, home learning/studying or on-the-job training. While there are varied types of training procedures, two common types are:
- Shadowing — Employees are guided through a task or process by a colleague or supervisor, so they know how to perform the task and to what standard.
- Observation — Employees are observed while they perform their duties. At the end of the observation, the observer will provide employees with feedback about their performance.
There’s a direct relationship between the quality and amount of employee training and employee turnover, customer satisfaction, customer attrition, revenue growth and profitability.
Why train your staff?
The more your company invests in education and training, the greater your revenue and profitability.
- Your employee retention will increase. Employers with high employee turnover rates train and spend less on training than employers with comprehensive training programs and the resultant low turnover rates, according to the U.S. Bureau of Labor Statistics.
- More skillful employees save employers time and money. They improve performance and productivity and increase customer retention rates.
- Education and training increases individual communication skills. As a result, it increases the ability to work better as part of a team.
- It decreases call-offs. Training has proven to reduce the absence rate because of sickness or stress caused by conflicts and tension in the workplace.
- It raises motivation among employees. They feel valued, therefore, contributing more to profit.
- Education and training improves the capacity of employees to solve problems. It also improves the employee’s capacity to cope with change. pmp
You can reach Goldglantz, president of Pest Control Marketing Co. and author of “Marketing Matters,” at hgpcmcinc@aol.com.
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