QUESTION

Why participate in education, certification and training programs?

ANSWER

I didn’t get into the onsite wastewater industry because it was an area of study for me in graduate school or that I had any previous system design experience. I became involved in onsite educational programs because I saw a need and a desire for knowledge among onsite system installers that would build recognition and respect for the industry among county and state regulators and the general public.

Installers often express a need to increase industry professionalism. Over the years, I have seen this group of individuals not only provide lip service to this idea, but try to set an example for others to follow. Why wouldn’t someone want to work with people who would go to great lengths and expense to learn as much as they could and then be willing to share that knowledge with anyone that showed an interest? What a great situation to be in!

As with any other industry or endeavor, there is always more to learn, and the process evolves over time. In addition, there are always detractors who ask, “Why do I need to go to class or pay attention to what is happening in other places?’’ A professional wants to do quality work and gain respect for the knowledge to build an effective final product. Professionalism requires being knowledgeable about not only the work you do, but also understanding the roles played by others in the industry. It means having the skill and ability to produce a job well done.

Everyone benefits when contractors approach their work as professionals. This goes for everyone in an industry. An employer benefits by having an employee equally committed to doing a good job and interested in making sure things are done right. The result is customer satisfaction, being paid well for professional services and securing good referrals for future work. A professional attitude leads to a better bottom line as well as satisfaction that comes from a job well done.

CUSTOMER CONFIDENCE

I had a recent experience with a neighbor involving the inspection and pumping of his septic tank. A new employee for the septic service went to great lengths as he uncovered the manhole to pump the tank, carefully removing the sod and setting it aside, digging out the 2 feet of soil to the top of the tank. When the job was finished, the technician – much to my neighbor’s surprise – put the sod in first and covered it with the 2 feet of soil!

Obviously nobody explained the reason to set aside the sod to the new service technician. With this one little action, customer service went from great to not so good. This is a small thing, but it makes the point that everyone needs training to be professional and to do the job right.

The installing community wants customers to have confidence that they are receiving the best available products and services, reflecting the most current knowledge about the septic system. They want to be assured components are installed properly and their systems will operate efficiently and in a trouble-free manner. The client also wants to know they are getting the best possible advice about the product they purchase and that the risk of future problems is greatly reduced.

The person that benefits the most is you as the professional. By taking part in education and training programs and sharing that knowledge with others in the industry, there will be increased job opportunities for your business; there will be advancement potential if you are an employee. Participation ensures you will have increased knowledge of the industry and access to the most current research to apply to everyday situations. This gives you a competitive edge in the marketplace.

EDUCATION NEVER STOPS

You do not have to be the service provider described as being behind the current knowledge curve. Education will result in fewer mistakes, which translates to jobs done right the first time and a better bottom line. Finally, better customer service brings short- and long-term benefits.

What should you do? Get involved in your state association and promote establishing standards for the work done within the state. Get involved at the national level to push for consistent standards across the states where appropriate. Stay current by taking part in the numerous certificate and credentialing programs.

Then, most importantly, tell people what you and others in the industry do to ensure customers have the most up-to-date information. And at the same time, recognize there is no end to the effort to build professionalism. Be someone who evolves and grows with the industry. Do not get left behind.