05. INSTALL TRAINING PLAN
- Aleeshya Broome-Cordon
Everything we do as a Brand is rooted in learning, development, and practicing continuous improvement. Through training, practicing, coaching, and developing, our installers become the best at what they do: Practical Magic and bringing customers' dreams to life.
What is the difference between training vs. coaching?
Training and coaching go hand-in-hand anytime someone is learning a skill. The act of training teaches an individual specific knowledge, with a focus on transferring the skill. Training is the fundamental knowledge of the skill/task. Coaching refers to individualized focus to develop the application and performance of a skill. Coaching transfers the skill and performance.
But what does that mean?
It is simple to provide someone a 5-Step process and ask them to perform it by repeating it. This is an example of training. If that person were to encounter an obstacle while performing the skill, they may not have the knowledge to proceed. Through coaching, an individual can be empowered to know what to do, how to proceed, and is set up for success. They are able to connect the dots of a process, they understand why they are doing what they’re doing, and they are prepared to tackle challenges along the way.
Through the development and skilling of your team, you are both a trainer and a coach, and will most likely practice both of these skills on a day-to-day basis.
For the purpose of this playbook, training terminology will be used; it is expected to always practice the skill of coaching while training.
What should a training day consist of?
Set Expectations: Ensure the installer is aware training will be occurring, and is appropriately set up with resources, tools, and materials to be successful. This may occur in the days leading up to training or the morning of, depending on the skill.
Establish Learning Style & Outcomes: Understand how the installer will learn best, and what each of you are wanting to get out of the training.
Introduction & Demonstration of the Skill: Provide clear instructions and demonstration of the skill to the installer. Take their learning style into consideration when determining how and where to demonstrate the skill.
Time for Practice: Allow the installer an appropriate amount of time to practice repetitions of the skill. Practice makes perfect!
Questions: Make yourself available for questions that may come up as the installer learns and practices.
Feedback: Establish how the installer would like to receive feedback. For example, this could be ongoing or at the end. Always provide feedback to practice continuous improvement. Feedback should consist of areas to continue (doing well), and areas to improve (opportunity)
Always have the installer/learner provide feedback first on their performance. As the coach, you should validate their feedback and provide yours. Once completed, have the installer validate your feedback.
I still need to complete an installation; how does this impact training?
Many install trainers at California Closets are also revenue-producing installers. To set yourself up for success during a day of training, consider the following:
Work with your leader and scheduler to set clear expectations on how long a job may take if you are training. There is a balance in the priorities of successfully training an installer, and delivering what we have promised to the customer.
Provide resources to the installer ahead of time. This can include the Installation Manual pages relevant to what is being trained, access to the BILT app, materials/accessories to practice with in-location, etc.
Set expectations with the installer prior to training. Explain the importance of completing the day’s installation while learning. Have them complete preparation using provided resources to familiarize themselves with the skill.
What are some key tips for training?
Understand the gap between the installer’s current knowledge of the skill and the expected performance of the skill
Use the resources available to you and your installers
Be consistent with the information
Allow time for the installer to learn and understand
Be patient
How do I properly prepare for a day of training?
Review the materials beforehand. Refresh yourself on the processes and make sure you are up-to-date.
Gather resources for your use and the installer’s.
Organize the space/environment. When within your control, make sure the environment is conducive to training with limited distractions, ample space, and the necessary materials to practice with.
Engage yourself. Every moment of training should be impactful for the installer; make sure you are mentally prepared and engaged in the moment to best impact their learning and experience.
How do I track progress and properly plan out training?
Use the Installer Journey Curriculum to identify what is needed at-a-glance for each installer.
Refer to an individual installer’s scorecard to identify specific progress, gaps and opportunities for training and development.
Resources to come to assist in conducting Training Days. If you have a request for a resource, reach out the installerjourney@calclosets.com