Since the early 1950’s, Gregory Poole has been in business of providing sales and service of heavy construction and materials handling equipment in the state of North Carolina. From humble roots, the Poole family established themselves as a recognized leader in the equipment industry for more than 65 years.
As they accelerated a strategic plan and diversified their business into the rental arena, the senior management team realized that a new level of professionalism was required if they were to achieve the desired growth. The customer experience skillset necessary to get them to the next level could only be achieved by engaging an outside firm who were experts in specialty training. The search for an industry leader took them to Signature Worldwide whose “Proven Process” would give their associates the skill training required to change behaviors and drive revenue.
Employee skill improvement took place through Signature Worldwide's training classes, involving in-person initial training of their rental employees, followed by quality assurance calls to measure their skill progress. Their training reinforcement plan was supplemented by providing the rental team access to Signature's Coaching-on-Demand service to provide one-on-one skill refresher micro-learning.
Gregory Poole’s management team believes one of the key drivers in developing the skills of their rental employees was the use of Signature Worldwide's instructor-led virtual classroom delivery of the Equipment Edge-Inside Sales course. This course is attended by Gregory Poole's new rental employees soon after they start working with the company, providing a consistent message that aligns with the company's expectations on how a customer interaction is to be conducted. Additionally, management utilized the quality assurance calls made by Signature to employees to gain feedback on the skills being done well and those that needed to be improved upon. Consistent measurement of these skills helped drive the professionalism and consistency Gregory Poole sought to achieve.
Through use of Signature Worldwide's training, the rental team at Gregory Poole now has a solid understanding of how to best communicate with the customer, ask more effective questions, and secure more business. By utilizing “training that sticks”, the employees now better understand the customer’s needs and identify additional opportunities to further serve the customer long term.