5 Tips for Delivering Great Quality They’re Simply Awesome
1 Mail can solve 100 problems Make a standard mail which is sent when the EP is matched. It should include the following: • • • • • • • • •
L.C contacts ( including LCP and EB ) Instructions after arrival to reach the trainee house. Pictures & information of the trainee house NPS and NCB information. Expectations: Your expectations from them and what they should expect. Latest Costs relating to internship and accommodation. Instructions – Steps to take when facing a problem ( who to contact). Instructions- All legal procedures and formalities relating to the internship. City, culture and internship related general information.
Be logical. Do the logistical Pick-up on time and give decent accommodation • Have a centralized pick-up system in place. Ideally, 3 people should keep a check on 1 pick-up: The driver, the TN manager and the EP manager. • If the EP arrives between 1 am – 6 am. They can wait and airport. • Try to get EPs come on standard dates. Example , On 3 specific days of a week all arrivals can happen. • Collaborations: Taxi agencies for pick-ups and accommodation agencies for housing can make things better. Travel agents can help EPs get SIM cards and organise travelling. • EPs should be told about the prices, rules and regulations, travelling time from the house and its location in advance (in standard mail).
Communication: It’s the only distance • Replying to all emails/texts within 36 hours. Even if you don’t have the answer, acknowledgements can always be given. • If you’re forwarding the mail to someone. Ensure that person follows up. The easiest way is adding a message on the forwarded mail and CCing the EP. • Meet the EP within 48 hours of arrival. • Spend time (or get someone else to do it) with the EP for the 1st week. In all probability, they’ll never file a quality complain. • If there is any problem, even a small one = immediately communicate with the EP. • Facilitate Weekly Trainee dinners organized and paid by trainees.
Leadership The 1st person you lead is yourself Make EPs responsible for their own Experiences
• Clearly give them the expectations you have from them. • Ensure that they follow all procedures and policies they are supposed to ( should be told before match). Otherwise – You can cancel their certification – Complain to their home entity – Cancel their internship
• Grouping EPs into teams. Making leaders. Get things done through leaders. ( TMP/TLP on exchange ). • If they have a problem and they don’t tell you about it. Then it’s not your problem. Ensure that they have that expectation. • Have feedback meetings.
Use and Learn NPS
Either its your best friend or worst enemy.