Why Investment In Staff Training Is Key To Surviving The Recession

April 8, 2009 - PRLog -- According to Lord Peter Mandelson, secretary of state for business, enterprise and regulatory reform ”…first class work-place skills will be key to prospering when the economy turns up and companies which invest in training are less likely to fail.”

Unfortunately the word ‘recession’ triggers many different emotions and actions in UK businesses.  Some immediately panic and slash the budgets for activities that are most important to their long-term survival, such as promotion and training.  But other far-sighted entrepreneurs have bucked the trend by viewing the recession not as a handicap to business, but as an opportunity to actively plan for their long-term growth.

One such exponent is Chartridge Conference Company (CCC) managing director Peter Darnell.  He has shown commitment to his staff by increasing his investment in their development at a time when the majority of conference centres have cut costs by reducing their training budgets. “I have never understood why companies cut their own staff training the minute times get tough.  My philosophy is simple.  Staff training is just as important during recession as when times are good.” commented Darnell. “At Chartridge we believe that investing in our people is far better in the long term than simply spending money to tart up the buildings.  Quality of service comes from quality people. We nurture our people, and through our ongoing training programme we encourage them to develop their talents and move up the organisation.  Real customer care is knowing what our customers want and making sure they get it. That’s what our business is all about.”

And these are not just empty marketing words; Darnell firmly believes in putting his beliefs into practice. All five venues in CCC carry out ongoing skills development training in all areas.  Every employee receives a personal plan that is tailored to his or her individual growth and development needs.  The plan is aligned to the company’s strategy and ensures that skills are utilised as flexibly and productively as possible for the benefit of customers.

Understanding the many nuances of business protocol is important in good customer care and during the last six months, 20 key customer-facing employees have undertaken a course in business etiquette. This has increased their confidence in face-to-face interaction with clients by enhancing their personal image, understanding the importance of body language and appreciation of professional behaviour.

Customer service training is high on the agenda.  During April to September 2009, every employee will undertake 6 training modules of service delivery including how to look at the business from the customer’s viewpoint. They will learn the key drivers of customer loyalty and what motivates them to return, understanding how the ‘little things’ can compound dissatisfaction and how to win back an unhappy customer.

Supervisory skills training will be delivered to all 12 supervisors from every centre in April 2009. They will develop skills such as effective delegation, managing change, setting goals and objectives and effective one-to-one meetings.  This will ensure a commonality across the group in the way the venues motivate and manage their teams so that everyone takes pride in their job and strives to deliver a quality service, no matter what area they work in.

CCC is actively supporting and encouraging all staff throughout the group to gain formal qualifications.  At Hitchin Priory in Hertfordshire, no less than 8 employees are currently taking NVQs ranging from Level 1 to Level 4 in Hospitality, front office and kitchen management.  Candidates from The Node and The Beeches are currently being assessed prior to starting their programmes and Chartridge and Lydiard House will follow.

Darnell summarised: “When potential business markets start shrinking it is the expertise of our people, together with our commitment and ability to add value, which will keep us ahead of our competition. We all know that there may be even tougher times ahead, but by investing in our people now we will be in a stronger position than most when the economy eventually recovers.”

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More about Chartridge Conference Company
The Chartridge Conference Company provides five dedicated conference and meeting venues located in the Home Counties and West Midlands.  All CCC venues are set in out-of-the-ordinary locations, that  provide the perfect secluded environment for meetings. All venues provide the highest standards of fully equipped training facilities in rooms that are bright, inviting and adaptable with on-site technical support.  Superb food is created with care and flair by dedicated chefs, and when the learning is over, delegates can relax in style in beautiful and peaceful surroundings. The ethos of CCC is to successfully combine total professionalism, excellent value in a friendly relaxing environment.  CCC is a member of MIA and Conference Centres of Excellence.

For further information about Chartridge Conference Company  visit www.chartridge.co.uk

For further media information contact
Colin Caldicott, Ultimedia Public Relations
Tel: 01767 601470   e-mail: colin@ultimediapr.co.uk www.ultimediapr.co.uk

For further company information contact:
Peter Darnell, ,managing director, Chartridge Conference Company
Tel 01494 837484  e-mail:  peter.darnell@chartridge.co.uk