Have you ever said about your business, “I just need somebody to answer my phones”? Maybe you consider that a lowly position that anyone should be able to manage, just a warm body talking into a piece of plastic. But the truth is, in an industry where certifications and training are considered an element of the cost of doing business, this is one of the positions where training is often overlooked.
As a contractor, much of your staff comes into contact with your customers at one point or another, whether they’re techs and production managers who work in the field or office and sales employees who don’t. But do your inside staff and marketing reps have any clue what your customers go through? Do they understand the work it takes to get the customers’ lives back in order? Could they give at least a rudimentary explanation of the services you provide to a potential customer?