quantify the value received for the dollars and time expended on training a
technician? To find out, you have to look at the cost of training.
Level I instructor-led course offered by ESA’s National Training School costs
around $395 plus the technician’s wages. But how does that amount compare to
the money spent fixing mistakes made by a technician?
Consider static electricity, which is one aspect of the Level
I course. Students are taught the danger of static electricity, how it is
generated and how to avoid damaging equipment. So, to understand the value of
training, think about the cost associated with replacing a 16-channel DVR with
1TB hard drive that was damaged by static electricity because the technician
didn’t know how to discharge it correctly.
What is the value of a technician’s time troubleshooting and
repairing a problem if he does not have the knowledge to accurately diagnose a
complaint based on the customer’s inarticulate description and his aggressive
investigation of the symptoms?
Can you afford a repeat service call because a technician did
not complete a repair before he was sure that he found the cause? Are your customers
going to appreciate a technician who appears to be stumped with a problem?
These are just some of the costs that result from a lack of
quality training. Mistakes quickly eat away at your technicians’ time and your
company’s profits, but you can avoid wasting your resources by taking NTS courses
that meet needs expressed by company owners and technicians. Courses are written
by subject matter experts who have extensive experience in the field. Every
course is taught by an NTS instructor who can help students define a problem
and find a logical conclusion.
Ultimately, how you spend your company dollars is up to you.
You can spend it on correcting mistakes or on increasing your technicians’
efficiency. What’s your choice?
Joel Kent is a senior NTS Instructor and owner of Windsor, Conn.-based FBN Security Company.