Continuing education and training programs are a key factor in ensuring the legacy of your business, increasing sales, and constantly improving the services provided to your customers. But who educates the builders?
I have been called upon several times to provide an educational program for builders and contractors. In some cases, these programs have focused on hard skills: installing windows and doors, the proper application of housewrap, etc. In other instances, we’ve focused on soft skills: customer service, selling skills for contractors to elevate profitability, and professional development training. The most recent program was a three-part series I conducted for a group of our customers during the winter months.
The first part dealt with contract management—everything from an initial proposal through the completion certificate, and the use of contracts in small construction environments. Before you sign the contract, you have to deal with subcontractor due diligence, construction documents and applications, contract addendums, contractors and the IRS (always a popular topic), and safety and OSHA compliance.
Speaking of OSHA compliance and jobsite safety, I’ve discovered that many of our customers do not have a formal safety program, and no real idea of what should be included should they try to develop one. To that end, I wrote an OSHA/Jobsite Safety manual for our installed contractors. The regulations surrounding are in a constant state of change. However, the basic concepts remain the same. I provided this program free of charge to our customers, along with an analysis of their jobsite practices.
The second section dealt specifically with Michigan lien law compliance. Our attorney provided an enlightening program with best practice examples for our customers. The last program dealt with building code compliance. I arranged for two building inspectors to present to our customers. This was a bit sketchy at first, but both parties finally warmed up to the topic and a lively discussion ensued.
This three-part series was well received by our builders and our staff. Everyone gained knowledge and perspective. More important, our customers felt we were investing in their business and profitability.
Another outstanding program is the Katz Roadshow, which brings together manufacturers and installation specialists to provide hands-on training clinics at lumberyards nationwide. Gary Katz and his team do an amazing job of bringing enlightening, cutting-edge examples to your customers. These programs provide great value for your company and drive the message that you aren’t just a supplier of product but are invested in builders’ and contractors’ success.
I remember reading an article many years ago where the author said, “You train dogs and bears; you educate people.” This hits the heart of what we do in providing programs for our employees—and our customers. Education should include both soft skills and hard skills.
My mantra has always been, “The best customer you will ever have is one that you’ve educated yourself. The worst customer you will ever have is one who has been educated by your competition.” Do yourself and your team a favor: Provide education and training, not only for your employees, but for your customers as well.
