Today I am browsing the vendor booths and meeting clients and friends at the Firehouse Expo exhibit hall at the Baltimore Convention Center. Recently I have been spending a lot of time thinking about and developing programming for using online education for new product training. The training required for new products often times limits and or slows the implementation of those products.
During my run yesterday afternoon on a rails-to-trails path in southeast Pennsylvania I thought of three questions I would like to ask a client before delivering the training for a new a product.
1. What is the top problem you are hoping this product will solve?
Then I can ensure that the training, at a minimum, shows them how the product will solve their top problem. After that anything they retain is icing on the cake.
2. What is your primary concern, stress, or heartburn as you think about implementing this new product?
Upfront I want to understand and acknowledge their worries. There is a strong chance other clients have had that same worry and I can train describing how other clients, using our product/solution, overcame that worry.
3. How will we measure successful implementation and adoption of this new product for your organization?
This is subtly different from solving a problem or overcoming a worry. I want to specifically find out from the client how we will measure success. Then during the implementation process I can show them how we are measuring up to that success goal. When we reach the end of a contract period showing success will enhance the chance of a renewal, upgrade, or referral.
Depending on the value and depth of the information already gleaned from the client I might ask one final question.
4. What is unique about your organization and its relationship with training?
Once I have answers to these three or four questions by phone, email, document, or online survey I will fine tune the standard training program with the specific knowledge I have of the client.
What questions do you want answered before delivering a new product training program?
When you receive new product training does the vendor actually know and understand what is unique about your organization?
How do you know?
