Service managers often ask me if they should attend our Proactive Service® workshop with their technicians. My answer is always “yes” and I explain ways to get the most out of training their service tech team. Although I am enthusiastic about the manager attending, this is a somewhat qualified response because these benefits of attending can be outweighed by how the manager acts during the workshop itself. Too often, I find the manager in the back corner of the room, huddled over their laptop or frantically texting someone on their phone. Frequently they will leave the room for long periods of time. To me, this is a lost opportunity and can actually have a negative impact on the training. Here are the 6 ways to participate effectively and get the most return for your training investment: Read more ›
