Hey everybody! Shelby here, ESA's friendly neighborhood new-hire trainer. My primary job with ESA is training new employees on the hows and whys of what we do.
The hows are pretty easy to tech. Whether it's in our ESA databases or our clients' CRMs, we have the flexibility to work in any system, marrying the client's objectives with our time-honored standards and practices. Our goal in the hows of scheduling is always to be quick, efficient, professional, and tenacious.
But knowing the whys is often the principal element. Our whys of scheduling, when properly executed, become the difference between a good month and a phenomenal month for our clients. At ESA, it's not only about training on a database or the use of strategic call scripts, but also the strategy behind effective scheduling. After all, anyone can pick up a phone and ask for a meeting, but do they consistently delivery on the right meetings?
We train on being devoted to the individual client, with the understanding that no two accounts are the same. This includes dedicated scheduling time. Your scheduler will never bill time to one client while working a different account.
We also train in how to be professionally persistent and that scheduling isn't a sprint to the finish. Instead, scheduling is a relationship business and we are all in it for the long-haul. Imagine your scheduler building relationships with your offices in the same way that you do. Partnering with a scheduler who is of the same mind ensure more consistently open doors.
When I train, I constantly listen to the new hire, determining if she has the tenacity to make it in the scheduling world. Our schedulers must be able to hear "no" frequently, but also use relational equity to get the "yes." Positivity in adverse situations is an important characteristic of a successful scheduler.
These are just a few of the hows and whys behind our ESA training. If any of this sounds like something you've been missing, let us know. We are here to help.
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