Is this your employee training room? If so, why is it empty?
As businesses, we are all very concerned about cutting costs and saving money. It’s a “must do” in these challenging times. I cringe however, when I see prospects and clients cutting the training and development budget in their organizations. Why do I cringe? Have you seen the national customer satisfaction scores lately?
Bottom line – Employees need training and they want training.
Let’s take a look at the need for training, shall we? The national average for customer satisfaction currently averages 76.0%. What this means is that as businesses, we are delivering average, mediocre, middle of the road service. We are falling short of giving our customers that WOW experience. There are many reasons for this, with one being the fact that in many cases employees don’t know how to create the ultimate customer experience for their customers. As owners, managers, and supervisors it is our responsibility to teach them how and evaluate and reinforce this training on a regular basis.
Now let’s take a look at the fact that employees want training. It is a proven fact that businesses regularly and actively engaged in the training and developing their employees have greater employee retention. Greater employee retention means greater profitability and higher levels of customer satisfaction. Employees appreciate it when their employer makes an investment in them as individuals and valued professionals.
As you budget for the coming year, why not dedicate a portion of your budget to the training and development of your staff? Your employees will appreciate it, your customers will love it, and you will profit from greater employee and customer retention.
Now let’s go teach our staff how to deliver that WOW experience!