A service company kept receiving complaints that spots were coming back after they had cleaned carpeting for customers. The owner traced the complaints to one crew. The owner addressed the situation to the crew and received this answer. “No one showed us how to use the spotters”.
At first, the owner was infuriated. Then, ultimately accepted fault. Training was entrusted to the company’s service manager. While this certainly seems like the normal way to operate, the owner also knows the buck stops with the owner. After talking to the service manager, the owner realized the service manager was overlooking some training aspects. The owner had been to the Bane-Clene Institute®, but that had been some time ago.
Current conditions prevented the owner from returning to school or sending someone else. So the decision was made to set up a formal in-house training program. The owner would train employees through the Operator Certification Program offered by Bane-Clene®. Also, there would be scheduled “spotting” and training classes. Each month, one or more of the YouTube Videos available on the Bane-Clene® web site would be viewed and then the information would be reviewed through a question and answer period with all the employees.
Certainly it is important to have Service Technicians well educated on spotting techniques.
It is also beneficial to have phone Representatives well versed on techniques. This way, they can answer customer’s questions with confidence and authority.
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The Bane-Clene® Team.
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Friday, July 31, 2020
Posted by Bane-Clene® Corp. at 12:05 AM