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MSP Difference Maker Series: Team Member Onboarding

Posted by Jeff Salanco on May 24, 2016 10:52:00 AM

We all know it’s important to get new sales resources up to speed quickly once hired by a managed service provider (MSP), but there is an opportunity to recognize the unique roles that all departments play throughout the customer journey. The ability to connect each and every new team member within an organization to the role it plays in the market can provide immeasurable differentiation.

 “People are very excited and quite vulnerable when they take new jobs, so it’s a time in which you can have a big impact,” says Michael Watkins, author of the book, The First 90 Days.

 While it would be easy to simply walk newly-hired team members through virtual and in-person overview trainings, there is opportunity for  MSPs to structure trainings to best connect ALL the training subjects to address problems that need to be solved by the business.  

 As an example, instead of taking new marketing team members through training on how purchasing calculates days of supply, you integrate that business function into a broader training schedule. An example curriculum might look like this:

  •  Our Culture
  • A Day In the Life of Our Customer
  • How our Solutions Help
  • The Customer’s Journey with Us

 So how does one move from a topic-based training methodology to one where information is integrated and aligned with an experience via multi-disciplinary training?

 A holistic approach has long driven top-flight results out of the Finnish educational system. Their education approach has included some level of phenomenon-based learning since the late 1800’s, and the country has increased the stakes for this alternate method this year. Key components of this learning style include:

 Context: Integration of key subjects including systems, roles, technologies and touch points are incorporated into real-world situations. This point of value can significantly increase the authenticity of learning for the students, a key requirement for the transfer and practical application of information.

 Variation: The combination of various topics into a training course introduces variation into the topics/trainer schedules and stimulates interest and engagement from trainees. Additionally, an interesting point of variation utilized in phenomenon-based learning is the concept of leveraging different training delivery methods.  

 Involvement: Mixing things up, phenomenon-based learning incorporates a study structure where the trainees organize how time is spent as well as the testing of competency throughout the training.   

 A phenomenon-based learning structure, based on lessons from some schools with longer experience in integrated learning approaches, enhances instructor collaboration and makes learning more meaningful to students. Take this approach and make it work for you!

Jeff Salanco leads the marketing organization for Tech Data Cloud where he works with teams focused on designing and executing innovative partner engagement strategies across a variety of technology segments. These initiatives enable companies of all sizes to grow by leveraging the IT channel to amplify their brand and ability to deliver technology solutions to the market.

Tags: MSP Tips, Cloud Solution Provider, MSP Best Practices, MSP Difference Maker