Today, we’re going to talk more about training your staff. I would like to introduce you to scripts for what to say, how to say it, when to say it, everything about scripts. I love scripts and at the same time, I think scripts are complete and utter nonsense. They’re ridiculous.
How can I say both? What I mean is, is that scripts are basics. Scripts are the thing that you start with, but what you’re really doing with scripts is following a specific structure. You should be following a structure, for instance, when you’re introducing yourself to someone. You make eye contact, you greet them, you smile. It’s the path that you follow, not the exact words that you say.
As you improve, the scripts or the “what to say” is less important than the path and the structure of how you say it. My encouragement to you would be to first develop your scripts and then get so good at the structure or even understanding the structure of why those scripts are actually in place that you no longer need the scripts.
They are the beginning training, not the all-training.
So again, I’m going to relate this back to martial arts. When you are a beginner, you learn things a certain way. You learn big moves. Then as you start to advance, you start to make those moves smaller and smaller and smaller. They’re no longer the same but they achieve the same thing. Scripts versus structure, is the same concept.
You train your staff on the reasons why these things are done. You teach them how to think, how to respond, the path of why you follow certain things. Those make more of a difference than the exact verbatim word-for- word script. But again, scripts are essential to the beginning stages of how a person learns your business systems.
