(Continued) Again on the last day, one of the executives who participated in the training came up to me and said something astounding: “I want you to know that I wanted us to use Disney for this training, but I was voted down. After this week, I’m thankful that we selected you!” That was what I needed to hear. When you are compared to a recognized world leader in service and training and someone says you are better…that is powerful.
TTT is an intensive look at learning as well as customer service. During the training, they may hear themselves and others give presentations on customer service 50 to 100 times. Believe me, after hearing it and saying it that many times, you thoroughly understand service and why it’s important. Another part that is so powerful is the bond everyone shares. They see each other struggle like never before and they share with each other in an open way. It’s an emotionally challenging week. “Life changing” doesn’t come easily or without frustrations. Those who grow the most from the session are the ones who often struggle and risk the most. I’m no guru, but I do know this – people who give 100 percent of themselves in Train the Trainer come out a new person and it’s amazing. One of the other key points is that they get a whole new perspective on training. Most people think of training as a lecture by a so-called trainer who “shows up and throws up” all the information. That is the opposite of TTT. We facilitate learning and push participants to do just that – participate and actively learn. Thus, there are no lectures for
hours and hours. This is not an easy concept for most people who have been exposed to a traditional education system. Train the Trainer is an amazing experience and, for the sake of full disclosure, it has changed my life, too! When I’m having a less than wonderful day, I can think of these great people and it makes me smile and remember why I do what I do. I have the opportunity to positively transform lives and have fun doing it.
ABOUT THE AUTHOR: Martin R. Baird is chief executive officer of Robinson & Associates, Inc., a Boise, Idaho-based consulting firm to the global gaming industry that is dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. Robinson & Associates is the leader in casino guest experience, management and improvement. For more information, visit the company’s Web sites at www. casinocustomerservice.com and www.advocatedevelopmentsystem.com or contact the company at 208-991-2037. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
BUSINESSMAG • ISSUE JUNE 2013
You may be wondering what I do in TTT that generates these kinds of comments. I’d love to take all the credit, but that would be wrong for many reasons. I facilitate the challenges the participants face (and overcome) and the journey they take during the week. But ultimately, they are the ones who learn and grow. The week pushes them beyond what they think they can do, and there is often frustration and disappointment at the end of some of the early days. The great part is that on day five, they are so thrilled with what they have accomplished that they feel energized and capable of doing anything.