Peer to Peer Magazine

Summer 2017

The quarterly publication of the International Legal Technology Association

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16 PEER TO PEER: THE QUARTERLY MAGAZINE OF ILTA | SUMMER 2017 BEST PRACTICES Building a Stellar Training Team: Insights From a Lile Yellow Bird Building a Stellar Training Team: Insights From a Little Yellow Bird Law firms work months, sometimes years, getting ready for new software and hardware rollouts. Countless consultants are hired to make sure that applications (and all of their legal-specific add-ins) are configured properly. Money is often spent on new desktops, laptops, monitors, iPads, smartphones, etc. Yet for all that time, money and effort, one key resource tends to receive less attention: the technical training team. Training is just as important to the success of a rollout as the soware and hardware systems. It is a tough job, but a talented trainer can have a significant impact on an organization's workflow. Top-notch trainers who lead with energy and enthusiasm radiate that aitude to everyone they teach. Like most trainers in the legal technology field, I have my own recipes for building a stellar training team. But I recently stumbled upon a lile yellow bird that has me rethinking those ingredients. A Unique Experience Recently, I called the support line for Canary, a company selling home security systems that connect to your smartphone. I spoke with a helpful woman who taught me how to use a new gadget. At the end of the session, she promised to check back with me in a week to see how I was doing. That same day, I received a survey from the company asking about my experience with their support team. Theirs was not a typical survey. This one had a picture of the service technician I'd spoken with, told a lile bit about her and had one — yes, just one — question: "Overall, how would you rate this call?" I rated the call with a high score, and a screen popped up asking how I would like to reward that person. The simple interface presented options that included coffee, lunch or a product and a buon to submit your suggested reward. What a great way to provide feedback and acknowledge good service with lile effort on my part! I decided to find out more about this feedback and reward system. It turns out that Canary regularly rewards their outstanding support/training team members based on survey feedback because they recognize that it develops more enthusiastic workers and stronger relationships between customers and the company. Not only does this help build awareness of their training team, it also increases customer satisfaction and adoption of their technology. Isn't that what we all want to do? by Michael Blix

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