Lesson #5: Use Training To Keep Your Company Current
Lesson #5: Use Training To Keep Your Company Current
Craig knew that no matter how qualified her nutritionists and dieticians were in their trade, their people skills were also going to be a crucial determinant of the company’s success. After all, they were the ones that would be interacting with Jenny Craig clients on a daily basis. Their actions would reflect on the company as a whole, and Craig knew that poor customer service could have a devastating and lasting impact.
To that end, Craig insisted that all of her field employees go through an extensive training and orientation program. While they did not need to be registered dieticians, they did need to know how to successfully deliver the program. That meant both knowing the technical information behind weight loss and having the soft skills to deal with clients.
Every field position had its own unique orientation program. An individual client counselor, for instance, will go through a five-day orientation program, where they learn about nutrition as well as how to communicate with, motivate, and support clients. Helping clients visualize their future and achieve their goals is, in fact, one of the hardest parts of the job.
If field employees are promoted, they will go through a second training program to become a program director. For three days, they will learn how to better sell the program and improve their consulting skills. Managerial promotions require a four-day training session that covers business operations and managerial soft skills.
Craig did not want her employee training to stop after orientation. She wanted her company to be continually improving and learning. To that end, Craig’s headquarters holds a minimum of two staff meetings per month to update everyone on the company’s products and services, as well as new information and research regarding weight loss trends. They also hold quarterly continuing education courses to keep staff members’ nutrition knowledge and communication skills as current as possible. Following completion of a course, each employee receives a certification.
But certification is not the only way Craig ensures her staff are staying current. The company also has a Mystery Shopper program, as well as a Mystery Caller program for all of its call centres, to measure the success of its training programs. Random polls are also sent out via mail and email to clients to track their satisfaction.
Craig laid the foundation for a strong culture of corporate training throughout her company in order to keep it current and keep its customers satisfied. Today, Jenny Craig Inc. continues that tradition through other such means as e-learning.
Lesson 5 Use Training To Keep Your Company Current
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One of the reasons why Jenny Craig’s weight loss program has always been at the forefront of the industry is because is has always been at the forefront of new research and training. From its initial inception, Craig wanted to make sure that her company had not only the most highly skilled staff on board, but that their program was informed by the most current weight loss trends. To that end, employee training became a crucial component of Jenny Craig.
Craig knew that no matter how qualified her nutritionists and dieticians were in their trade, their people skills were also going to be a crucial determinant of the company’s success. After all, they were the ones that would be interacting with Jenny Craig clients on a daily basis. Their actions would reflect on the company as a whole, and Craig knew that poor customer service could have a devastating and lasting impact.
To that end, Craig insisted that all of her field employees go through an extensive training and orientation program. While they did not need to be registered dieticians, they did need to know how to successfully deliver the program. That meant both knowing the technical information behind weight loss and having the soft skills to deal with clients.
Every field position had its own unique orientation program. An individual client counselor, for instance, will go through a five-day orientation program, where they learn about nutrition as well as how to communicate with, motivate, and support clients. Helping clients visualize their future and achieve their goals is, in fact, one of the hardest parts of the job.
If field employees are promoted, they will go through a second training program to become a program director. For three days, they will learn how to better sell the program and improve their consulting skills. Managerial promotions require a four-day training session that covers business operations and managerial soft skills.
Craig did not want her employee training to stop after orientation. She wanted her company to be continually improving and learning. To that end, Craig’s headquarters holds a minimum of two staff meetings per month to update everyone on the company’s products and services, as well as new information and research regarding weight loss trends. They also hold quarterly continuing education courses to keep staff members’ nutrition knowledge and communication skills as current as possible. Following completion of a course, each employee receives a certification.
But certification is not the only way Craig ensures her staff are staying current. The company also has a Mystery Shopper program, as well as a Mystery Caller program for all of its call centres, to measure the success of its training programs. Random polls are also sent out via mail and email to clients to track their satisfaction.
Craig laid the foundation for a strong culture of corporate training throughout her company in order to keep it current and keep its customers satisfied. Today, Jenny Craig Inc. continues that tradition through other such means as e-learning.
Lesson 5 Use Training To Keep Your Company Current
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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Staging DivaDebra Gould, aka The Staging Diva®, is President of Six Elements Inc., an internationally recognized home staging company. Inspired by many requests from aspiring home stagers wanting to start similar businesses, Gould created the Staging Diva Home Staging Business Training Program. Gould has trained over 1000 Staging Diva Graduates worldwide to start staging businesses. Buying decorating and selling six of her own homes in four years lead to an interest in real estate staging which she turned into a career with the launch of sixelements.com in 2002. Since then she has staged hundreds of homes in addition to teaching home staging training. Gould is the author of several home staging resources including a series of popular ebooks made up of a Design Guide, Color Guide and Portfolio Guide. For more information about Debra Gould visit stagingdiva.com. - Visit Staging Diva's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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John AlexanderJohn has taught keyword research and SEO skills to small groups of business owners and Webmasters from over 80 different countries world wide since 2002. John is also the Director of Search Engine Academy ; Co-director of Training at Search Engine Workshops offering live, SEO Workshops with his partner SEO educator Robin Nobles, author of the very first comprehensive online search engine marketing courses at SEO Training Online and the SEO Workshop Resource Center. I look forward to hearing from you! - Visit John Alexander's Website |
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Jeff FosterWebBizIdeas.com is a Minneapolis website design company founded to help people start an internet business by providing them with website, business, and internet resources that help foster the growth of successful online businesses and develop innovative Internet business ideas. We specialize in internet consulting & internet marketing. - Visit Jeff Foster's Website |
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John PowerJohn Power, founder of Biltmore Franchise Consulting, has extensive experience developing and marketing franchises and business opportunities. He has been in and around franchising for over twenty years. From 1980 through 1990 he conceptualized, organized, and developed the American Video Association. He grew AVA to 2,000 national members, before selling the company it 1990. It was later merged into another home video marketing company. From 2000 to 2005 he worked as a contract marketing and human resources consultant to several local and national companies. In 2005 Mr. Power began working as a franchise development consultant on a full-time basis. Since that time he has helped more than three dozen companies initiate and develop their franchising program. He notes that there are many companies interested in developing a franchise program, and who need his specialized assistance. Mr. Power is a “hands-on” franchise consultant. He said, “I am the ‘nuts and bolts’ person who tends to the details for my clients.” Mr. Power holds a B.S. degree with a major in Marketing. See: www.biltmorefranchise.com You may contact Mr. Power at: jpower@biltmorefranchise.co - Visit John Power's Website |
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Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
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