Training Builds Employee Competence

Dear Joan, I own a growing and very busy plumbing fixtures business. My new assistant has been here about three weeks. She is an intelligent, capable, and willing worker. The problem is that she just doesn't seem to be catching on fast enough. This is a fast moving, complex business with a lot to learn. We are so busy that there really is no time to stop and explain much, she just has to learn as she goes. She is discouraged and I'm frustrated. Is there anything I can do to ease this situation?
Harry G.

Dear Harry,

It sounds like the business is running you, rather than you running the business. This is a common problem for entrepreneurs who's businesses grow faster than their infrastructure. And like a building built on too small a foundation for its weight, it will eventually come tumbling down or you will.

Slow down, step back from your business and take a deep breath. Your business will not drop dead in its tracks if you can not serve every customer that comes in the door. Better to serve fewer customers extremely well, than many poorly.

The two major things that seem to sabotage a small companies growth and profitability is lack of documented systems, policies, and procedures and little or no formal training.

Over the years of growing your business you have learned and experienced a lot but no one can read your mind. You have to start dumping that knowledge and experience on to paper so others can learn how to do their part in the business without going through you. Your inability to convey knowledge and experience to others fast enough for the growth of the business actually creates a bottle neck, which is you.

In regard to your new person, one half hour a day of well thought out training, in the morning while you are both fresh, can cut her learning curve in half. I suggest starting with check lists. She can document the detailed procedures as she is learning. Once procedures are written they become a training manual for the job.

Eventually she will gain competence in all areas. In the mean time at least she will be infinitely more competent in the areas you have been working on with her. That will be one less thing you have to fix, worry about or do yourself.