Ron Smith says training is management’s greatest responsibility, and he’s right. Through the years, training has evolved from purely technical training. Here are the four sides of training for a 21st century contracting business.
Side No. 1: Procedural Skills — Any company seeking to provide a uniform customer experience must institute documented operational procedures. These procedures detail the company experience from how the phone is answered to where the trucks are parked on service calls. Create checklists and review them with your team from time to time.