Our new 'level-up' initiative prepares our team members for future growth within the company and solidifies GROEBNER’s position as a trusted expert.
At GROEBNER, we are dedicated to anticipating the future needs of the natural gas industry by bridging generational divides and addressing the evolving needs of our customers. Our new 'level-up' initiative is a pivotal move in this direction, designed to enhance the professional growth of our Customer Care Representatives (CCRs) and Account Managers (AMs). This program not only prepares our team members for future growth within the company but also solidifies GROEBNER’s position as a trusted expert on every project, embodying our commitment to being 'powered by experience.'
Genesis of the Initiative
The 'level-up' initiative was born from a recognition that true proficiency in the natural gas industry—both in product knowledge and customer understanding—requires years of experience. GROEBNER, with over 650 years of combined industry expertise, is committed to leveraging this knowledge as we welcome new generations of employees. The initiative addresses a crucial question: How do we cultivate and harness this extensive experience effectively?
Senior Manager of Customer Care, Jana Darling, who has more than 20 years in the industry, reflected on her early career experiences. “There’s got to be a quicker, more efficient way to educate team members and share the knowledge I’ve gained,” she said, recalling the 'learning by fire' approach she initially faced. This initiative aims to retain valuable skills within the company and formalize the knowledge transfer process that has long been a part of GROEBNER’s culture.
"We observed a significant training curve, often stretching over a decade, not just for our core products but also for the ancillary ones we provide. Previously, training was informal—often reactive rather than proactive. We've now shifted towards a structured training process, equipping our team with essential knowledge from day one," Darling added.
Key Objectives and Impact on Company Culture
The primary objective of the initiative is to streamline the onboarding and training processes, enabling our team to complete customer inquiries more quickly and effectively. “Our main goal is long-term retention within customer care, to formalize our training for efficient onboarding, and to ‘fast track’ proficiency in both our products and processes,” said Director of Sales Operations, Trenton Perron.
This initiative aligns with GROEBNER’s core values:
- Integrity – CCRs become trustworthy industry experts, regardless of the project type.
- Quality – They develop in-depth product knowledge, enabling them to advocate for and advise their customers effectively.
- Service – As industry experts, we enhance our readiness to serve customers and the natural gas industry.
Sam Dahlin, a CCR participating in the 'level-up' program, has already noticed a positive impact. “I’ve seen a different approach within the company, with people working more communally and tapping into collective knowledge, even from newer team members. This initiative is enhancing our customer interactions,” Dahlin said.
Criteria for Advancement and Opportunities for Development
The 'level-up' initiative includes clear criteria for advancement, leveraging the vast experience of our branch managers. "Progression through the initiative offers opportunities for further training, involvement in special projects, and managing larger accounts," Perron explained.
Training is comprehensive, fostering growth from basic understanding to complex decision-making. Darling emphasized the importance of this progression: "Our focus is on empowering our team to not only provide answers but also offer solutions and alternatives that enhance customer satisfaction and set us apart from competitors. By systematically building expertise, we ensure our team is confident and capable, ready to meet challenges and exceed expectations."
Each phase of training under the 'level-up' initiative enriches customer interactions. “It’s about gaining expertise, diagnosing issues swiftly, and crafting quick solutions, reducing resolution times significantly. Customers are increasingly relying on us not just for materials but for problem-solving, which is a testament to the effectiveness of our training,” Dahlin noted.
Looking Forward
We are committed to the continuous improvement and expansion of the 'level-up' program. "We will adapt the initiative based on feedback and the introduction of new products and processes, ensuring it remains beneficial for our team’s development and our company’s growth," Perron said.
Darling highlighted the personal benefits for team members, "This initiative not only enhances professional skills but also boosts confidence and motivation, making GROEBNER a fulfilling place to advance one's career."
Looking ahead, Dahlin sees further potential: “We aim to offer unique solutions that our competitors can’t match, whether for material or project expertise. This initiative makes us a one-stop solution provider, which is a unique offering in the industry.”
GROEBNER's 'level-up' initiative exemplifies our investment in our people and our future. By equipping our employees with the tools and knowledge for advancement, we are enhancing our sales and operational capabilities and reinforcing our leadership in the natural gas distribution industry.