14 | Building and Training Your Team
Customers don’t remember your org chart — they remember your people. Build a team that delivers. Start with role scorecards: define the mission, expected outcomes, and key competencies for each role. Onboard new hires with a 30-60-90-day plan. Assign mentors and schedule weekly check-ins. This creates clarity and avoids churn. Build a skills matrix — who knows what, and where the coverage gaps are. Schedule quarterly training sessions, and rotate key responsibilities so no process lives in one person’s head. Invest in stay interviews for key employees. Ask what keeps them here, what makes them proud, and what they’d fix. Case Example — 15-Tech Plumbing Company Cuts Turnover The new owner launched quarterly skill days with vendor-led trainings. Turnover fell from 24% to 8%, saving ~$60K in hiring, onboarding, and missed revenue. “A cross-trained, engaged team is your best insurance policy.” Action Checklist Write scorecards for each role with clear expectations Launch weekly 1:1s and a team-wide 30-60-90 plan Publish a skills matrix and identify training priorities Offer stay bonuses or deferred comp for key talent Quick Summary The right team creates margin, capacity, and retention. Build it like it matters — because it does.
T Bank Insight Strong people systems help you weather surprises. Underwriters love to see documented SOPs, training logs, and redundancy — it reduces key-person risk and signals real leadership.
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For informational purposes only. Not legal, tax, or financial advice.
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