“Let’s find out What’s going on?” These were the first words said by Andrea D. while welcoming us at the event.
That’s a good start! 12 people locked up in the beautiful Borgo del Casale discussing how corporate business could evolve through Education and innovation.
Dieter and Alison from Urban Healing were the first to have a go. Here’s an abstract from their excellent presentation:
“Half of population lives in hurban city, stress pollution noise, detached from nature. By nature we are all regenerating ourself, but in hurban centers healing get’s difficult, nourture one self is important.
We should focus on People development, well being at work, sustainability, ethical responsibility, service eccellence as much as Business skills (i.e.Finance, marketing).
Trainer development: should help people to apply structures, in delivery (techniques),Leadership development: SPA management programme
Wellness inventory: online portal to monitor progress within a company
Service eccellence, service philosophy development (similar approach in different SPA of same group)
Both Comfort Zone and Davines have Great products and amazing rituals. Training should trasfer this amazing experience to both clients and final customers.
Currently corporate Focus is: 70% Rituals 30% business
An Innovative, forward looking approach (nothing seen before) should be 2 way, partecipative (50/50).
We should also assess versus CRITIRIA, using standards and audience participation (feedback).
The Focus should be on products as much as service, guest, colleagues.
Training should be about “Communicating a message and an experience”.
Standards should be put in place to evaluate your trainer programme. How often do you check what your trainers are doing?
Target: Business goals, quality standard, recognition, goals, business goals. How to set this strategy?
Who is your customer? distributors, end users, (all of them)… do you know what they want? Do you have a feedback? Do we know what do they want?
A clever training strategy includes customer expectation into our strategy
Time to be innovative:
HOW DO WE ENGAGE PEOPLE?
Before the training: e-learning (learn-lead)
ELEMIS: They use Distance Learning, Online training prior physical training … before they go to the physical training they attend a course online.
(reduce cost, give consistency, engage people before you meet them)
Engage people before they come along to the event, use content (blogs) and video/pictures (Flickr, Picasa, YouTube)
Pre reading, required to do before the training. Getting them excited beforehand.
Cards pre course, smart inspiring image and questions, have a two way interaction, embed knowledge (making it stick)
Some Good practice:
Customer focus, behaviour (what do people say and how to enable them to project the image you want of the brand). Do we tell our people really what we expect?
Prepare a service journey (programme) to set standards, consistency…. they reverse it in a way that a customer speaks to you. Make it personal and immediate; use the “Smile at me” approach (rather than smile to the customer typical of a coldhearted manual). Make it real and use the language!
Consistency:
How do you ensure that when the trainer leaves, the message is clear and expectations are met (what if trainee doesn’t follow teaching?).
Getting trainee to think about how they get perceived by showing them videos (example of a bad way and good way shown to us). Videos are a great tool to make trainee aware of their own behaviour; furthemore once prepared they can be easily replicated in the future (cost effective in the long run).
MAKE IT FUN:
If things are fun people would remember it!!
Body language, how do we project ourself to a client… use real pictures, real images from real moments. DON’T TELL… SHOW!
EXCERCISE: Pick an animal to chose a team… comment with stickers some pictures on the wall
EXCERCISE: Some stickers that represents ingredients of a products. in 2 minutes, 2 teams, give them a product and get them to attach the right stickers next to the products (Brazil, Caffeine, Coconuts…etc) and do the same with property of product (what do they do, i.e. coconut stimulate anti-aging).
Create crosswords, is a different way to stimulate people while teaching them.
COMMITTMENT:
How do you gain their commitment to your teaching?
Post card (shown before) becomes the close. They write something down and at the end it goes to their managers (gotta take it seriously!)
Get them to send you back feedback (compulsory) within 45 days… learning continues after training.
ESPA people, when completing training then you get access to the portal (suggestion… even Facebook Education page)
They have it with DAVINES (once certified) but people don’t use it. Hence integrating content with Facebook, YouTube etc can be an idea. Don’t force them, make them choose where to participate.
THE SALES comes from the way you interact with your clients.
How do we want our people to behave with clients later on, has to be made clear already in the training room. Use scents and lights (the same you will find in the SPA) during training, make them comfortable with the product scent they’ll be surrounded with once in the workplace.
TRAINER DEVELOPMENT
Train the trainer programme, for 7 days you train rithm, flow, connection, feel…You teach them how to touch a client, and it has to be spot on!
WHAT TO DO:
Show them how education make profit (recognition). Use customers’ experience. How do you assess and measure customer experience? Through their feedback, following, viral promotion by telling their experience, repetitive buying. Once you do, you can use it with your distrubutors.
Concluding: To have innovative training
- FOCUS ON CUSTOMER EXPERIENCE
- KNOW WHAT THEY WANT
- HAVE PROPRE TRAING STRATEGY
- CLEAR TRAINING STRUCTURE (ABROAD OR ITALY SHOULD BE THE SAME)
- TRAING MATERIALS (THE BEST IN THE INDUSTRY, CLEVER, THAT WORKS)
- MAKE SURE TRAINERS ARE THE BEST TRAINED IN THE INDUSTRY
- QUALITY ASSURANCE AND FOLLOW THROUGH
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