News Item

27/03/2007 - Staff at Just Car Clinics embark on training workshops which use killer whale techniques

An innovative company is adopting techniques used to train killer whales, as part of a pioneering people development programme.

Staff at JCC – the UK’s second largest independent collision repair chain – have undertaken a series of workshops designed to improve the way they interact with customers and the level of service they provide.

JCC, which employs 502 people across 18 nationwide sites, has linked up with East Yorkshire-based people development company PHP Limited to deliver the training at its purpose built training and support centre in Goole.

PHP, which operates from its headquarters in Cottingham, East Yorkshire, is working closely with everyone from receptionists and delivery drivers right through to estimators and members of the senior management team at JCC. Dean Hines, a director at PHP, says the workshops have been designed to enhance the working culture at each of JCC’s branches.

“There are three different programmes which we are running in conjunction with JCC, each of them are designed to train people in different roles be it executive or managerial,” explained Mr Hines, who is also a master hypnotist and a qualified behavioural modelling practitioner with particular expertise in the automotive industry.

“A significant element of the workshops includes training techniques that whale trainers use to get their whales to want to perform at places like SeaWorld. These techniques are about proactively telling people when they have done a great job, rather than trying to point out things that they have done wrong all of the time.

“It draws upon traditional principles of building trust, emphasising the positive and encouraging people to undertake tasks that they can do well to build their confidence.

“The workshops which have already taken place at JCC have been very popular with staff and managers and are already having an impact on the behaviour of the front line people.”

Directors at JCC say they place real emphasis on ensuring maximum customer satisfaction – other initiatives they have embarked on with PHP include mystery shopping at branches and customer satisfaction surveys.

PHP is involved in the initial launch trials of JCC’s customer satisfaction system whereby 30 per cent of all JCC customers will be interviewed over the telephone and data will be logged on to a web-based system which can be accessed by all branch managers.

David Hall, JCC’s group training and development manager, says this system will ensure training is delivered in the right places at all branches.

“JCC is committed to being proactive in terms of people development,” he said. “The work we have undertaken with PHP is not only designed to improve our customers’ experience, but to develop the people we employ and help them achieve their full potential.

“We always like to work with local companies where possible and Hull is our heartland really, it’s where the business started, so we are delighted to be working with PHP to deliver this fascinating programme of training.”

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