Thursday, August 27, 2009

What we do at Greene Means Go Consulting in Just Four Words

We solve your problems. At Greene Means Go Consulting, the goal is to make your organization's life easier. The challenges you face in the world of training include:
  • Insufficient resources
  • Reduced budgets
  • Outdated curriculum and policy-procedure documentation
  • Users who need to be trained
  • No time to do it all
Sound familiar? Relax. We can help.

Hiring a new FTE (full-time equivalent) position is out of the question. Greene Means Go Consulting can consult for you without the need for a full-time new hire. Task and goal oriented tasks save you administrative headaches.

Reduced budgets
No explanation required, right? Our fees are extremely competitive, and very likely a fraction of what you're used to paying your major vendors. Doing more with less is much easier when you have a consultant you can trust who won't break the bank.

Outdated curriculum and policy-procedure documentation
As staffs reduce, fewer people are available to do some of the critical work that inevitably falls by the wayside. Curriculum gets old and stale. Greene Means Go Consulting can work with you to freshen the materials, include new materials and decisions. Most importantly, we'll cull the elements that just don't belong anymore. You should be revisiting your policy and procedure documentation at least once a year to make sure it's still valid. How long has it been? Let us help.

Users who need to be trained
Over time, the staff who know what they're doing move on. Inevitably, the new hires don't get the same attention, and left to fend for themselves. Greene Means Go Consulting has NO MINIMUMS. We'll train anywhere from 1 user up to 10 per session. Our fees are per hour or day, not per user. And remember, since our costs are low, this is a win-win for you.

No time to do it all
We can be your 'secret training weapon". We'll take the burden off your overworked staff, and help fill the gaps.

Greene Means Go Consulting solves your problems.

Contact Greene Means Go Consulting at

Monday, August 3, 2009

Why Greene Means Go Consulting?

Greene Means Go Consulting. Although the company name is new, we can boast more than ten years of training delivery and training management expertise. We intend to be your partner, assisting you by filling the training needs for your organization. Whether you require training gap analysis, policy and procedure authoring or end user training delivery, we can fill the need. Greene Means Go Consulting's competitive rates, creative energy and commitment to your organization's bottom line will allow you to concentrate on moving forward, without worrying about training needs for software upgrades, new hires and ongoing maintenance training.

As your training needs expand, Greene Means Go Consulting can grow with you. We offer the following:

Your "rental" training manager.
Smaller budgets mean fewer people available to do the same (or even more) work. Greene Means Go Consulting can fill the gap by working with you on training management, assembling (or creating) courseware, concentrating on best practice delivery and standing in as your training partner in a pinch. Even if you don't have room to hire a new full-time employee, we can contract with you for more conveniently limited hours each month. This saves your budget and affords you peace of mind.

No minimums. We have no minimum attendee requirement for training sessions, so you don't have to wait for a certain number of users to be trained. Save time and get them up to speed efficiently!

Training department assistance If you need to create or augment an existing training department, Greene Means Go Consulting can work with you to find the right fit, and deliver our acclaimed train the trainer sessions, which will bring those wearing the training hat up to speed, even if they are not currently "polished" training experts.

Customer approved
. Dozens of go-lives on platforms ranging from PeopleSoft to Siebel to Advance to SmartCall. Industries ranging from higher education to government to manufacturing. You need someone tested, and Greene Means Go Consulting has been delivering happy customers since 1999.

Affordable rates.
In this budget-constrained climate, each dollar counts. Greene Means Go Consulting won't break the bank. In fact, we believe you'll be pleasantly surprised at how economically your problems can be solved.

We stand ready and eager to partner with you. Let us know what you need, and we'll work to design the solution that fits your environment.

Contact information:
phone: 617.733.7244

Saturday, July 18, 2009

The elements of great training: Customer Service

Training is one part customer service, one part business, one part education and one part entertainment. The next four posts will be about the four legs of the training "table".

Customer Service

One Greene Means Go Consulting offering is a course on tips and tricks for great training, developed over 10-plus years of experience. Toward the beginning of that course is a discussion of the need to remember that customer service is at the heart of what we do as trainers. To that end, I'll be referring to customers, not clients, for that's what your stakeholders are.

Great training and great customer service have mutual commonalities. Whether you're looking for a car, the perfect rib roast or a new custom-made suit, you don't need someone to sell it to you so much as you want a person with the appropriate expertise to pay attention to your needs and help you make the right purchase. So it is with training.

Step one is to listen. What does the customer want? Where are their pain points? What needs can we meet? If your training vendor tells you about what they can offer before they ask what you need and want, end the conversation right there. They're selling, not helping you buy. It's about facilitating customer service, and assisting the client in making the right decisions to invest in the right training offerings.

Step two is to investigate whether the customer's expectations for training are in line with the intended service. Bad training outcomes almost always involve a disconnect of delivery expectations between what the customer thought they were getting and what was ultimately offered. Which learning objects? How much detail? Who is the audience? What are the prerequisites? How will success be measured?

Step three is proper planning. Make sure everyone is in agreement that the preparation will take seven or eight hours or three or four days, as needed. Confirm how many users will be present, and how long their presence is necessary. Oh, they should probably be invited beforehand. Which software and hardware? Does a server need to be built? Is the room or phone line reserved yet? Did you print the curriculum? No, I thought YOU were! Let's check on all of that.

Step four is to pay attention. A good trainer is aware of each user's presence and their particular strengths and challenges. A great trainer keeps each user engaged and moving forward at their own comfortable pace. Almost all of the critical cues are non-verbal. Facial expressions, body language, angle of gaze and other key signals as to how happy, unhappy, lost, bored or anxious the users are at any given point are constantly being broadcast. Training requires paying attention to what you're saying, your own pace and the material you're covering, along with constantly checking out what's happening with each person in your customer audience - all the time, all day long. Oh yes, and answering questions along the way. That part comes next. It's not as easy as it looks, but it's well worth it.

Step five is to check in each step of the way with the users / students who are receiving training. "How are we doing so far? Any questions?" Then, wait for the answers. Give them a chance to ponder. Unlike television or radio, in training delivery, silence can be ok. Student questions are the horn section of a training symphony: they help make it all worth listening to.

One of the most instructive classes I ever attended as a student (I won't divulge the location nor the name of the trainer) was marked by a singularly strange anecdote. A student in the training asked a question of the instructor. The instructor looked at them, paused, and continued on with his material. A bit later on, another student asked a different question. Again, the instructor looked at the questioner, said nothing, and moved on. Finally, I asked a question. This time, the instructor had an answer. "I don't answer questions." "Pardon me?", I asked. "I said I don't answer questions", he responded, without a hint of irony. And he didn't. He didn't feel that responding to questions was part of his job description. He was there to deliver a set of material, and get to the end of the curriculum, period. Interactivity wasn't included in the training fee. Today, years later, that still stands as the worst training I've ever attended, but it was also the most educational. It illustrated in a stark, rather brutal way how the centrality of questions and answers inform the entire training process. Greene Means Go Consulting answers questions. In fact, if you don't ask questions, that could be a problem right there.

The checking back process is continuous, and extends all the way through past the end of the actual sessions. Did we deliver on your expectations? Follow up needed? Next phases?

These are all part of the customer service routine. Greene Means Go Consulting knows about this, but you'd be surprised how many training vendors don't.

Talk to Greene Means Go Consulting about your questions, your expectations, your needs and your wants. It's all part of the discussion, and underpins the whole notion of customer service.

For more information, email

Saturday, June 27, 2009

Welcome to Greene Means Go Consulting!

Training, whether in the realm of software, IT, manufacturing, education, the arts, medicine or really anywhere, is like dancing or playing an instrument: there are people who can make it look easy, and when they do, it looks like anyone can do it. Not so fast.

All of us involved in training, whether consulting or in house, understand that it’s a skill that takes years of understanding, preparation, practice and dedication to do well. Training Ain’t Telling, as Howard Stolovich says in his acclaimed book on the discipline. It’s such an important precept that it’s the subject of upcoming conferences by the American Society for Training and Development (ASTD).

This space is dedicated to discussing the most important facets of training creation, development and delivery. It also forms the underlying concepts behind Greene Means Go Consulting, dedicated to assisting public, non-profit and privately held organizations realize their potential through cost savings, increased effectiveness, greater employee retention and dramatically increased customer service.

Greene Means Go Consulting is founded on the following five principles of training

  1. Training is an investment in the organization, its staff, its customers and its shareholders
  2. Training is a journey, not a destination
  3. Training is an interactive, multi dimensional and ongoing discussion within an organization, and happens not just in formal sessions, but during the workday and beyond.
  4. Training delivery can take many forms, whether through in person, instructor led sessions, e-learning, or one-on-one conversations.
  5. Training should be FUN.

If that sounds appealing to you, if your organization isn’t fully devoted to any one of these founding precepts, you may benefit from Greene Means Go Consulting.

The nature of the field of knowledge being transferred is far less important than how it’s done. Greene Means Go Consulting has been delivering training in different forms to literally dozens of organizations spanning age groups, social strata, industries and levels of knowledge for more than 14 years.

Done correctly, you could use the ideas from Greene Means Go Consulting to illustrate how to make a peanut butter and jelly sandwich. You could also use the concepts to illuminate the workings of the most complicated ERP or CRM software platforms. The principles remain the same.

Interested? Contact us at