Five Training Questions Answered

Training can be a great investment in your front line staff who actually have more face time with your customers and their customers than you do. Five questions that all workers (including ourselves) need answer follow:

1. What do you want me to do?

Although this is an obvious question, the key is making sure that you, your supervisory staff and your front line workers are all on the same page. Defining terms and outcomes is crucial to effective training.

2. How do you want me to do it?

Although there may be many different ways of performing a task, what is your way?  Of course, your way should be the safest, most effective process for accomplishing a given task whether it is cleaning a toilet or vacuuming a carpet.

3. Why do you want me to do it?

This is not only a means of showing respect but is also important in getting buy in from your staff.  For instance, the dwell time on many disinfectants is 10 minutes in order to truly kill 99.9999 percent of the microorganisms on a surface.  There is a reason for the dwell time but do your workers understand and appreciate that reason?

4. When do you want it done?

Time is becoming much more important today than ever before.  We cannot afford go backs or re-do’s resulting in unnecessary overtime.  Also, if the task is performed too early or too late, you can end up with an unhappy customer even if the task was performed correctly and in a timely manner.

5. How am I doing?

We all need this type feedback at times but it is essential that a new hire get prompt directions and corrections to reduce the chance of developing bad habits and also minimize the chances of injury.  It sends a clear message that you are engaged in their work and are there to help them to succeed.

Training to standard is more important today and can differentiate your company from the competition.  Consider it money well spent.  

Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean.

Mickey Crowe has been involved in the industry for over 35 years.  He is a trainer, speaker and consultant. You can reach Mickey at 678.314.2171 or CTCG50@comcast.net.