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Training Myths

Don’t let these common excuses hinder your success

TRUDI CHAREST, RO, ABO

Many excuses are given for not properly training employees. However, a lack of training can lead to lost sales, frustrated patients, lack of patient education and inadequate information, among other negative outcomes.

Here are four common excuses and why they are invalid.

1 We don’t have time

Every practice can find time to train. It takes proper scheduling and some creativity, but it can be done. Start small with training at the office. Specifically, have the manager or practice owner hold a one- or two-hour training session each week with employees. From there, expand to offer training at weekly or monthly staff meetings; bring in vendor reps and supplier trainers for lunch and learn sessions; or sign up employees for online training they can complete when the office is quiet.

Topics can be planned ahead to cover many of the important subjects that are critical for employees to know and understand, such as time management. Also, busy owners can delegate training to associate optometrists or seasoned staff members, if needed.

2 Training is too expensive

Often training is viewed as an expense, but it should be viewed as an investment. That said, there are lots of options for training, and not all of them are expensive. As described above, training can be done for little to no money in the office. And don’t forget about online opportunities (See “Free CE” below).

Outside the office, regulated training courses for employees are readily available, including certification options for opticians, paraoptometric assistants, ophthalmic technicians and medical office assistants. Check your local state requirements and training opportunities for each designation. Though many of these options require an initial up-front cost, offering certification or continuing education usually pays for itself through time with increased sales and revenue, higher patient satisfaction and patient retention. Remember, money spent is money earned in the case of training.

3 Once trained, employees will leave

It is a myth that if you train people to be better, they will take their skills elsewhere. Surveys show that employees who are growing and learning in their roles are more likely to stay than those feeling stagnant and unchallenged. Often, trained employees feel involved and invested, which makes them want to do more and offer better service or take on more responsibility. It also tends to attract high-quality candidates for positions, as they see an opportunity for career growth.

4 Training doesn’t work

Training is only as good as the follow-up by the office leadership. Staff won’t just change a behavior because they spent a few hours at a course. However, they will change if it is a part of the office culture and driven home every day by the managers who lead by example. Training is important, but it also takes focus, action plans, repetition and, sometimes, additional training. The real results come after a few months of constant focus and commitment.

Training wheels

Training is an investment, but the long-term benefits far outweigh the initial costs of both time and money. Reap the benefits tomorrow by training today. OM

TRUDI CHAREST IS THE PRESIDENT AND TRAINER FOR TOTAL FOCUS TRAINING & CONSULTING, AS WELL AS PRESIDENT AND FOUNDER OF JOBS4ECPS, AN ONLINE EYECARE JOB SITE. VISIT TINYURL.COM/OMCOMMENT TO COMMENT ON THIS ARTICLE.