For every job in every industry, training is always important for onboarding and maintaining the quality of work expected. Training can include how to use new tech tools, a refresh on providing excellent customer service, or anything in between.
Angie Lombardi, VP of Marketing at The Franklin Johnston Group breaks down how she tackles training her own teams and the success and pitfalls she’s come across during a recent Sofa Seminar with our host and EVP of Marketing at PERQ, Muhammad Yasin.
During their almost hour long discussion, Angie had a few overarching themes in the way she handles training at The Franklin Johnston Group’s properties. These include:
- How to give great customer service
- The importance of adaptability
- Being kind to one another
- Clear expectations
She went into how great customer service needs to be personable but not too intrusive. Angie talked about one of the servers at a restaurant that impressed The Franklin Johnston Group’s founders with how he mastered being personable but not too over the top and aggressive. She notes in her training program they talk about how team members need to mirror the prospect.
She also discussed how training doesn’t only happen with new team members, but is something that should be done over again with everyone so that the entire team knows exactly what is expected and are up to date on how to use their different tech tools. Angie also emphasized how kindness is important in the workplace. Encouraging team members to compliment each other and say something positive about someone is how she creates a work environment where everyone feels welcome and important.
She highlighted this to point out how toxic and bad managers will trickle down and turn even the most robust team members into giving the most average service. The point behind the kindness and constant training of everyone at every level is to combat bad management and create a welcoming atmosphere at all their properties. This atmosphere can be felt by prospects and residents as they interact with the onsite team and building staff.
To hear more about the specifics of Angie’s training process, you can catch up by watching the full Sofa Seminar below: