What would happen to your business if you changed your training of new and existing employees into an art form? What do I mean by “art form”? Training for most business owners is something they begrudgingly do because they have to do it. Often, they just want to hire someone who is trained and can start immediately. Does that make ANY sense? What if you looked at it like training as a way to create something brilliant. Something that everyone would talk about and want to be part of. Could you create a level of service that has not been reached before? All services are forms of art.
When you think about being successful in whatever industry you are in, do you think you are just going to plug someone in and they will bring in millions of dollars in profits? What makes you think they would have the same vision of your business that you do? Service and art are the same. There is a visual component, a connection, and human element. If you are not training all of your employees to help create that vision, then you will have a forgettable mess.
If one, just one, of your vendors sent someone to your business to provide a service and he was not sure what he was doing or he was doing things wrong because he had a different way of doing things that his last employer taught him you would throw the guy out and fire the vendor immediately. So, why do you set your business up that way?
Let me ask you the question this way, “How long did it take you to be an expert?”
If you weren’t able to just plug in and start working, why would you have your employees try that? Hiring someone who is already trained does not mean they are trained the way you need them to be. Service is an art form. If you aren’t starting with an open canvas and lots of colors to choose from, you are going to have one drab finished product. If your employees can’t be SME’s (Subject Matter Experts) on everything you do in your company, then you have a broken piece of art.
Training is something I love to do. I like to take the information and turn it into workable clay to model a teaching moment around. Everyone learns differently. I am amazed that more businesses don’t invest the time and energy into training. I hear the same excuse (and yes, it is an excuse) that the employee may leave. Well, the customer will leave if they are not impressed with the level of service provided. Taking the time to train employees is a far lower cost than trying to get create marketing to get customers back into your store.
I have said many times that you need to see in your mind how your business should look and sound and move. It is the art of the business that creates the brand. If you can see it and you can make your business look the way you want, you will have customers see the same image.
Steve Jobs is a prime example of someone who could see his business and could create the image for his team to move to. He wasn’t afraid that an employee would leave. He was deathly afraid that what he presented to customers was less than the image he had in his head. Apple is a perfect example of how to take something that was drab and boring and turn it into a status object. Look at other computer companies. They area either following in Apple’s footsteps or they are the same drab, boring company they have always been. Have you been to an Apple store? Compare it to Best Buy. Which is one looks like an art form?
What are you going to do to create the service that people can’t stop talking about and that other businesses want to be? I want to hear from you. Paint me a picture and I will be happy to help you create it.