5 reasons to use a training company... rather than doing it internally.
Before we get further, let’s demystify two beliefs so often evoked by prospects for not dealing with a training company.
In the first place, I often hear leaders telling me that they prefer “ to do it internally” because: “... anyway we shall obtain the same results”. The second myth is about the costs. One of the main arguments is that training is perceived as a spending, and not an investment.
I could add to it that sometimes certain leaders tell me they do not obtain the results for which they hoped for, thus it is too expensive!
They are right. Why spend such money for mediocre results? In my opinion, the question is not there. It is rather: “do you invest at the right place and for the right services or training programs?”
As you are not a builder, you leave the construction of your hotels to someone who knows about it.
Naturally, you are capable of repairing or making certain modifications, but when time comes to consider the structure or to modify a plan, you do not hesitate to see again your construction firm, right? It’s like that for many things.
Why not see the training of your staff in the same way: let the training professionals do it for you? This way, you can concentrate on what you are doing best: taking care of your guests! And us, we are going to take care of your teams ! With that said, here are 5 reasons to use a training company to which the primary purpose is to make you better in what you do every day. The return on investment is then assured.
1. The expertise
The companies are specialized in adults learning and adapt the message according to the audience.
Furthermore, the training companies specialize in a domain which is not necessarily yours; that makes them experts.
2. The customization
Several training companies have well-built programs. However, they do not have quite a personalized message. It is not rare to see certain trainings where the examples provided are not about the industry in which you are.
The trainings must be adapted to the reality of the company and be a continuity in the message conveyed by management.
The training companies have to know your objectives, your culture and use a voice similar to yours, or the participants will be confused upon their return to work.
3. The trainer’s availability
The trainers must be available and work closely with the same customer. Here again, there should be a continuity in the message. The more we understand a customer, the more the examples are relevant. As a result, a much better employee development.
4. A measurement system or a quality control
You have certainly read once: “what gets measured, gets done”. Many organizations see this as a disciplinary approach. To me, this is the way of seeing to what extent training is effective and gives results. When the measure is taken, generally by mystery shoppers, we bring the necessary correctives in training.
Unbiased, the results of the mystery shoppers (by phone or in person) bring important information to better manage the company.
They are “snapshots” of the service or the sale that the customer experienced. For it to be effective, it is important to develop good score sheets and clear scoring guidelines.
5. A reinforcement program
“Training without measurement and reinforcement is just entertainment.” said a colleague. A good training has to rest on a robust program which will assure a continuous development of the participants.
Ideally, this program has to include a mixture of training (in class or virtual), of measurements (mystery shoppers, surveys, focus groups, etc.), of leaders support (Account Manager, Client Support or other contacts) and a good variety of training modules for all situations related to the program.
Know that if it means nothing for you, it should mean nothing for the training company. If done internally, you will not have all this, nor the peace of mind that results provide!
Francis Prézeau
Owner/President
f.prezeau@signaturecanada.ca
Phone: 514-923- 8155
signaturecanada.ca
In the first place, I often hear leaders telling me that they prefer “ to do it internally” because: “... anyway we shall obtain the same results”. The second myth is about the costs. One of the main arguments is that training is perceived as a spending, and not an investment.
I could add to it that sometimes certain leaders tell me they do not obtain the results for which they hoped for, thus it is too expensive!
They are right. Why spend such money for mediocre results? In my opinion, the question is not there. It is rather: “do you invest at the right place and for the right services or training programs?”
As you are not a builder, you leave the construction of your hotels to someone who knows about it.
Naturally, you are capable of repairing or making certain modifications, but when time comes to consider the structure or to modify a plan, you do not hesitate to see again your construction firm, right? It’s like that for many things.
Why not see the training of your staff in the same way: let the training professionals do it for you? This way, you can concentrate on what you are doing best: taking care of your guests! And us, we are going to take care of your teams ! With that said, here are 5 reasons to use a training company to which the primary purpose is to make you better in what you do every day. The return on investment is then assured.
1. The expertise
The companies are specialized in adults learning and adapt the message according to the audience.
Furthermore, the training companies specialize in a domain which is not necessarily yours; that makes them experts.
2. The customization
Several training companies have well-built programs. However, they do not have quite a personalized message. It is not rare to see certain trainings where the examples provided are not about the industry in which you are.
The trainings must be adapted to the reality of the company and be a continuity in the message conveyed by management.
The training companies have to know your objectives, your culture and use a voice similar to yours, or the participants will be confused upon their return to work.
3. The trainer’s availability
The trainers must be available and work closely with the same customer. Here again, there should be a continuity in the message. The more we understand a customer, the more the examples are relevant. As a result, a much better employee development.
4. A measurement system or a quality control
You have certainly read once: “what gets measured, gets done”. Many organizations see this as a disciplinary approach. To me, this is the way of seeing to what extent training is effective and gives results. When the measure is taken, generally by mystery shoppers, we bring the necessary correctives in training.
Unbiased, the results of the mystery shoppers (by phone or in person) bring important information to better manage the company.
They are “snapshots” of the service or the sale that the customer experienced. For it to be effective, it is important to develop good score sheets and clear scoring guidelines.
5. A reinforcement program
“Training without measurement and reinforcement is just entertainment.” said a colleague. A good training has to rest on a robust program which will assure a continuous development of the participants.
Ideally, this program has to include a mixture of training (in class or virtual), of measurements (mystery shoppers, surveys, focus groups, etc.), of leaders support (Account Manager, Client Support or other contacts) and a good variety of training modules for all situations related to the program.
Know that if it means nothing for you, it should mean nothing for the training company. If done internally, you will not have all this, nor the peace of mind that results provide!
Francis Prézeau
Owner/President
f.prezeau@signaturecanada.ca
Phone: 514-923- 8155
signaturecanada.ca
Francis Prézeau
Signature Canada is a leader in training employees to deliver legendary customer service while increasing sales. Since 1986, Signature’s unique training methodology has provided a measurable ROI for our customers, compelling them to return year after year. www.signaturecanada.ca