HVACR Business

JUN 2017

Help hvacr contractors master the critical components of business management.

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2017 EDUCATION SUPPLEMENT 19 hvacrbusiness .com Once everyone is playing by the same rules when providing feedback, the fear of feedback employees may have decreases. Try this exercise: the next time your technicians role-play a customer interaction during your training (and, hopefully, you are doing this weekly), have the technician you are providing feedback to offer his/her own feedback first. Having an employee verbalize feedback himself/herself helps reduce the fear of feedback when that employee hears it from others. Clearly communicate the training expectations up front and provide feedback based on each of those expectations ink about coaching kids at baseball. e kids spend years doing the same drills. e more practice they have with a coach helping them, the more a particular instruction embeds itself in their brains for game time. Repetition helps drill it in until it's second nature. Tracking consistent drills over time gives a coach a "form" for providing feedback on what went well and what could be tweaked. Most athletes, especially professional ones, are completely comfortable receiving feedback from their coaches regularly – yet we aren't open to it in our businesses. ose professional athletes have been trained since Little League on the same "form," and they know coaches can, and want, to help them improve. Likewise, in business training, it's essential to establish a "form" to track each technician on the same "drills" or training expectations with the same ranking scale. I use a form that outlines each step of the customer call my service technicians are required to do. Each task has a number valuation assigned to it based on how well the technician executed the step or "drill". is systematic approach to providing step-by-step feedback allows my technicians to understand the focus of the training and what they will be required to do in their jobs aer training. is helps remove the fear of feedback for them, since they know on what I am measuring their performance. Record your participants applying what they have learned during the course of the training I like to incorporate videotaping of participants as another great form of feedback during technician role-play training. is feedback can be very influential since the technicians watch their own videos and provide feedback to themselves. is can be a huge eye-opener, causing immediate changes in performance, and, even more, can also be used in post-training support as a reference or guide for an individual's professional growth. Reinforce your participants' learning with Ride-Alongs In my opinion, this final form of feedback is the most valuable, and it's the hardest to accomplish on an on-going basis. As the owner or manager, you need to dedicate time to reinforce your technicians' learning by observing them applying the skills they've been taught to "real life" situations. I've found Ride-Alongs to be the most beneficial form of feedback because they are a great way for owners and managers to really see what happens during a call. ere is no faking with a real customer scenario, and, as long as you have communicated the expectations upfront with the technicians, your time spent on Ride-Alongs is priceless! As the old saying goes: inspect what you expect. Performing Ride-Alongs with your technicians is the single biggest opportunity you have when it comes to understanding and improving the customer service experience your technicians deliver. e benefits of using feedback correctly during training stretch far beyond the actual training event and into every aspect of your technicians' work. Make sure you are looking at this portion of your training to get the most out of the gi of feedback. As an industry, we don't invest enough in the training and development of our teams. Training is a large investment in time and resources. To maximize your ROI, follow these four keys of feedback, and watch your company leap forward. n Garrett Cook is currently the general manager for Cook Heating & Air in Crawfordsville, Indiana, and has served on the Board of Directors for the Heating & Air Conditioning Alliance of Indiana since 2008. Garrett has been training contractors in the PHCE industries as a Nexstar Network trainer since 2011. For additional information on training classes available through Nexstar, visit nexstarnetwork.com. Performing Ride- Alongs with your technicians is the single biggest opportunity you have when it comes to understanding and improving the customer service experience your technicians deliver.

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