The Big Boss Makes a Difference

Posted By: Jeanie Hagen-Greene No Comments March 29, 2010

I worked with a client recently that wanted customer service training for all staff in the home office.  It was decided to offer three sessions so everyone could attend.  The president of the company made the commitment to personally kick off each session.  He was enthusiastic about the training program and explained why he felt it was important.  And, the top brass all made time to attend one of the sessions.

These actions sent a strong, silent message.  Employees in the workshops were attentive and there to learn.  Senior managers participated in small group breakouts, giving staff a chance to learn from them as well as each other.  Contrast this experience to those with no involvement of management where employees view training not as a learning opportunity, but only as a treat because it’s a break from their work.

If the top folks think it’s important enough to fit training into their schedules, it must be important for everyone.  In these days of tight budgets, this kind of commitment also helps maximize the dollars spent on the program.  It all starts at the top – and this president is a great role model who “walks the talk!”

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