The multi-award winning Cellular Solutions are widely regarded as the leading business communications provider in the North East. They pride themselves in delivering the highest standard of customer service by offering unbiased consultancy through their professional and knowledgeable staff.
Cellular Solutions asked us to work with their Acquisitions Team (face to face sales team). We provided coaching based on real client visits. We did this by accompanying sellers on client meetings, where we observed at first hand their knowledge, skills and behaviour. This allowed us to give specific and direct feedback focussed on what they do well and the areas they can further develop. We also filmed client scenarios with actors playing “clients” based on real customer scenarios. This was a particularly effective tool for providing feedback and coaching.
All of this insight allowed us to create a training programme that was aimed specifically at the main development areas of the team, built around Cellular Solutions own language and approach.
Feedback from Mike Bowers – Managing Director Cellular Solutions
I took the opportunity to work with NRT when we were designing a competency framework for our business. They worked with us to identify the behavioural approach that reflects our business, including our continued drive to be as effective as possible.
The focus on the behaviours fitted really well with the coaching of the Acquisitions Team that NRT went on to do. What I liked in particular with the coaching was that it enabled the team to find their own solutions on how to improve their own performance. The combination of joint visits and video worked proved to be very effective as it was practical, live feedback and not simply theoretical.
Durham University has created a campaign called “Creating the Future: 2013-2017”, the primary purpose being to establish Durham University as a World Top 50 University to add to its Top 5 UK status.
Substantial philanthropic donations through the DARO team formed part of that plan.
We were engaged to support the DARO (Development and Alumni Relations Office) with their team of 100+ student callers to support this programme. We developed a series of interactive behaviour-based training sessions aimed at New Callers. We also trained their Supervisors and Lead Callers to support the calling team to achieve their donation targets. As part of this work we also provided side-by-side coaching and coaching to the group, this helped both those who were performing well and those falling behind targets or expected performance.
Further to this we supported two of the DARO team on an individual basis. The first was trained in the fundamentals of coaching to support him in his role of supervising the calling team. The second was with one-to-one coaching to help raise performance and achieve his potential.
Feedback from Linda Morrison (Annual Giving Manager DARO)
Over the last two years, New Results Training, in the guise of Nevil Tynemouth and Mike Lever, have done several strands of training for us in the Development Office at Durham University.
The main reason we called on them in the first place is to help us train our student callers, who call alumni asking for their financial and non-financial support. We usually cover this training ourselves but were having difficulty converting admittedly highly-intelligent but business-naïve students into successful fundraisers. Over the last two years we have, together with Nevil and Mike, crafted a very successful training phase. It’s not lengthy nor intrusive, but highly effective.
On the strength of their performance with our Student Callers and Supervisors, we called on Nevil and Mike to help with some training needs for specific members of staff: one fundraiser who needed extra support, and another member of staff who needed training in coaching. The first was 1:1, the second was through one of New Results’ open courses. Again, both approaches were highly-appreciated and produced the desired result.
Being a trainer myself and perhaps therefore hyper-critical, I am particularly impressed by Nevil and Mike’s level of preparation. As far as possible everything is tailored to the audience and nothing is left to chance. They are very professional and engaging and learning is active and fun. I always enjoy the sessions very much myself! They are also careful to scrutinise feedback and change things to make it better next time. The client (myself) is kept informed and given honest reviews and suggestions. In my experience, it is not always the case that training companies give this level of service.
I am very pleased we discovered New Results Training.
Climb Creative is a design agency operating in the digital and creative sector that offers on and offline design services (graphic and web-design services) for a broad range of clients.
Climb asked for our help to develop a clearer long term strategy for the business. By looking at their goals, both long and medium term we were able to solidify their overall business goals. We worked on their existing processes, challenging the current methods of working and creating a detailed actions plan to allow the operational delivery of the business strategy.
Through a series of on-site and off-site sessions we helped Climb establish the key areas they needed to identify to develop a strategy that would deliver the growth that they wanted over the next three years.
Feedback from Chris Henderson MD Climb Creative
After a number of years of organic growth and taking each week as it came we reached a point where we needed a robust structure to take our business to the next level. Having recognised this need we began our search for an expert to realise our potential. This wasn’t easy in a market saturated with providers. We wanted to work with a company we felt comfortable with and who would relate too and understand our current dilemmas – after all we needed to ‘bear our soul’ and be completely transparent with our chosen provider.
We were patient and after building up a relationship over time chose Nevil at New Results Training to come on board and work with our two directors to get our business in to a leaner shape. Having had organic growth to date meant we had no plans in place.
We began by looking at our ideal vision of the future. This developed over many invaluable sessions digging deep and getting to the nuts and bolts of not only what made the business tick but, how we did as individuals. This was supported by the Growth Accelerator Program which was a great bonus.
The process resulted in having a solid three year plan of objectives and how we were going to get there, a 3 year business plan and working with a third party recommended by Nevil (and based on our goals) a three year financial forecast. We now have a solid, well thought through plan to make this all happen. We are now planning further development on specific areas such as personal development with New Results Training.
Thank you New Results Training, you have given Climb a purpose and a crystal clear goal.