How to Train New Technicians for Long-Term Success
How to Build All-Star Technicians with the Right Training Program
by Devon Osborne
Read it to me! Click the video below.
Training a new technician is like baking the perfect loaf of bread—if you skip steps, ignore timing, or use the wrong ingredients, you’ll end up with something that looks good on the outside but falls apart at the first touch. And if you’re a contractor running a home service business, your team is your bread and butter. So, how do you ensure your techs don’t just follow the instructions but understand and own them?
It Starts with a Solid Recipe (aka Your Training Process)
You can't expect someone to bake a cake if they’ve never seen flour. Yet, many business owners toss new technicians into the field with nothing more than a company-branded t-shirt and a handshake. If your techs aren’t equipped with the knowledge and tools they need from day one, your customers will feel it—and that means fewer five-star reviews.
The fix? Structure and consistency. A good training program doesn’t just outline the "what" but dives into the "why" and "how." And no, this isn’t a one-size-fits-all situation. Every new hire needs some personal attention. Tailor your approach based on their experience, your company’s goals, and, more importantly, what they’ll face daily in the field.
What a great training program should include:
- Hands-On Experience: Watching is different from doing. Get them into real-life scenarios—whether it’s installing an HVAC unit, fixing a leak, or rewiring a socket.
- Mentorship: Pair them up with your best, most patient technicians. Not only does this give them a direct resource, but it ensures they see your company's culture in action.
- Customer Service Skills: Tech know-how is half the battle. How your techs speak to Mrs. Smith when they’re installing her new dishwasher is just as crucial as the installation itself.
- Tech-Savvy Solutions: Many service area businesses rely on mobile apps for job management, GPS tracking, or invoicing. If your team can’t navigate these tools, you're wasting time—and we all know time is money.
The Kneading Phase (Patience is Key)
Once your techs are equipped with the basics, it’s time to get your hands dirty. Like dough that needs kneading, new techs need constant feedback and corrections to rise properly. This is where many contractors fall flat—expecting immediate perfection.
New techs will make mistakes. Maybe they’ll forget to update the client on arrival times, or they’ll miss a crucial step in the job. It’s your job to catch these moments early and correct them before they become habitual errors. But here’s where empathy comes in—remember that everyone learns differently. Some may thrive with detailed manuals, while others need hands-on training. Recognizing this early can save your business a world of hurt (and one-star reviews).
- Quick Tip: Start them on easier jobs first. Don't toss them straight into complex installations or repairs—baby steps lead to long-term success.
- Role-playing: Create mock service calls where they face real-world customer complaints. The more prepared they are for these stress tests, the less likely they’ll crack under pressure.
Baking the Perfect Technician (Long-Term Success)
So, now they’re trained, right? Wrong. Training shouldn’t be a one-and-done scenario. The best technicians continue learning, adapting, and evolving as new technology, techniques, and customer demands shift. A lot of contractors drop the ball here, assuming that once someone’s hired, they’ll figure the rest out on their own.
Invest in continuous training—bring in industry experts, offer advanced certification courses, or incentivize your team with skill development goals. A small investment today ensures your team stays sharp, competitive, and ahead of the curve tomorrow.
What happens if you don’t?
Your competition will. Customers can tell when your team is out of date, unenthusiastic, or worse—unreliable. Remember that bad news travels fast, especially in the digital world. One bad review can spread like wildfire. However, when you invest in your technicians, they not only work better but also become your best marketing tool. A happy technician = a happy customer. And happy customers leave 5-star reviews.
Time to Refine Your Recipe
It’s time to stop winging it with technician training. Don’t wait for problems to arise before fixing your onboarding process. Structure, test, adjust, and repeat until your training program isn’t just good—it’s great. The result? Fewer customer complaints, more repeat business, and techs who are happy to stick around. And that, my friend, is the recipe for a well-baked, successful business.
