By Teresa Moravek

Often the conundrum of small business owners is having the right help at the right time. Just when you think you have it under control, you usually find there's something or someone missing that could add the value needed both during the normal course of conducting business and, especially, during periods of growth. Often the assistance and talent you need is untapped and right within your reach.

Cross-Training Benefits Customers and You
By cross-training, you can leverage resources in a variety of ways that will benefit both you and your clients. How can cross-training save headaches for business owners and managers?

• Better Customer Service—Client-centric companies know that multiple staff members should be equipped to address most client needs at any given time. Failure to demonstrate breadth of skill within an organization is one way to send the wrong message to customers: "They can wait as long as we need them to in order to."
• Improved Coverage and Scheduling—Unless staff members can perform multiple cross functions, it can be nearly impossible to schedule time off. The nightmare of managing sicknesses, emergencies and vacations is magnified without multiple people being trained cross functionally to perform certain responsibilities while other team members are away.
• Staff Empowerment—Team members enjoy the challenge of learning new aspects of diverse roles within the organization. They want to be organization-resilient and more employable, and they will work for that goal if the culture and leadership support it. 
• Effective Succession Planning—Business owners, consciously or unconsciously, create a dependence on themselves with certain responsibilities and clients. With that mindset, an owner is lucky to get away for a long weekend. An exit plan may never happen unless you can identify, document and train others to perform every aspect of your position. Cross-training allows you to recognize talent and strengthen the company, perpetuating the development of future leaders.
  

How To Implement Cross-Training
To gain control in each of the above areas through cross-training, where do you start? First, have each staff member document the steps and processes needed to perform their specific company roles and functions. Without written documentation or a job manual that clarifies what it takes to make the position work, it is difficult to expect staff to seamlessly step into the shoes of others.

Allow periods of occasional shadowing for staff members to see firsthand what their team members and managers do on a day-to-day basis. This true-to-life, real-time experience makes the functions seem less intimidating and distant when they are asked to fill in or begin taking on new responsibilities.

Identify members of your organization who want the challenge of cross-training to grow their skill set. Ask for volunteers. Provide incentives and additional perks as a way to show appreciation for helping make the company run better for staff members as well as customers.

Teresa Moravek is the owner and president of Performance Partners Inc., a professional development and coaching organization. Teresa and her team assist business owners, leaders and high performers with individual career, staff development and organizational strategies. You can reach her at (913) 488-3619 or