During the 35 years that Learning Dynamics has been offering training and development solutions, we have seen client companies make significant changes for the better, with comprehensive, coordinated training being a crucial part of the initiatives. We have also seen companies make no changes at all. Our interest, of course, is to see our clients maximize their training budget return on investment (ROI). After all, if we can show that training and development investments pay for themselves, we are likely to be brought back for future engagements (more than 80% of clients invite us back). We are truly partnered with our clients.
The companies we have worked with, and continue to work with, those getting the most out of their training dollars, do all or some of the following. More effort in these three areas can lead to better outcomes.
Big Bang. One of our banking industry clients recognized that they were spending too much time having meetings, and some – maybe more than just some – were ineffective or not as efficient as they could be. Senior leaders decided to make a change and implement it immediately. Learning Dynamics helped with training to enable their managers to make better use of meeting time and to consider other options. By getting involved and making it happen at the highest levels, the organization paid attention. They made a big deal of the change and did it quickly. It got everyone involved in making the changes successful.
Leadership Engagement. Walk the walk, don’t just talk the talk. We have found the most successful implementations include senior leaders modeling the behaviors they want to see and making the improvements part of their everyday discussions. Rather than just budgeting for training for everyone below them in the organization, these leaders took the time to understand and influence the training initiatives and their content, and supported them by changing their own behavior.
Reinforcement & Refreshers. Another client with a large customer-facing team, one that has a long history of excellent customer service and loyalty, wanted to encourage its people to be more purposeful in understanding customer needs and making recommendations for additional products and services. The goal was to deepen the customer relationship with the company without being too “salesy.” Management did not want to alienate long-time customers or sacrifice its service standards by trying for a hard sell.
Learning Dynamics provided organization-wide training and additional follow-up materials over six months – what we call Skills Sharpeners – to allow company managers and supervisors to continue the training conversation over an extended period. They used the tools to conduct short follow-up training and as a script for one-on-one coaching. The result: customer-facing employees are asking more exploratory questions and generating incremental business. This Learning Dynamics client considers its investment a success, and they’ve agreed to have us back in this year.
Keeping a training initiative alive after the training event is over should be the goal of every organization. By using some or all of the above ideas, your company can boost ROI and make managers at every level of the organization embrace and champion training and development efforts. In the end, employees and customers benefit while sales and profit grow. Isn’t that the point? Ask us how we can help.
Learning Dynamics is proud of its 35-year history of consulting with clients on how Investing in People(TM) can make a big difference in business outcomes. [subscribe2]Contact us today to learn more.