The benefits of Enhanced Assistance

Thursday, June 9, 2016 - By Jon Gardner

Good, properly run and well-documented training courses are worth their weight in gold – but what happens when the trainer leaves?  Very often the trainee, fully fired-up and enthusiastic during the course, can find him or herself suddenly feeling very alone when trying to replicate some of the simplest tasks.  The boss assumes the trainee is now an expert – and the trainee is now under pressure…

At Measure Metrics we decided at the outset that we would never ignore or fob-off any trainee who got in touch shortly after such a course and this philosophy has stood us in great stead going forward.  For the first week or two after a course we will always help – always trying to build up the technical confidence of our new designers and maintaining their enthusiasm as well as instilling in them some of the practical issues of writing real reports.

But this learning experience never ends – we’ve been working with Excel and Jet since 2002 and we’re still learning new things even today!  So this is where Enhanced Assistance comes in.  Rather than have to book a whole day of time for mentoring, trainees can pre-order a number of hours (typically 8) of Enhanced Assistance after their course(s) and draw down on those hours as and when required over the following two months.  Time used is then billed at the end of each month.

When assistance is required all we ask is that the trainee sends us a copy of the report they are working on and an outline of the issue they are encountering.  Very often we can review the report and respond with suggestions to resolve the problem.  On other occasions we will use TeamViewer to connect to the trainee’s pc/laptop and guide them through the issue.  Whilst we can fix the problem – and in an emergency we will – the key to this is that the trainee continues the learning experience.

A recent email from Sam Bachman at one of our US clients, AgriSolutions Inc. testifies. –

Jon,

Thanks.  This is clear.  It is really nice having you as a resource.  We can often figure a way to get it to run, but it is hard to know what you do not know — and so we are not always guessing our way into best practice.  It is great that we can get the benefit of your experience when it comes to the “correct” way to achieve our requirements.

Sam

If you wish to know more about Enhanced Assistance and how Measure Metrics can help your business get the best from its reporting, please contact us by clicking here.