Employees skip learning platforms not because they don't want to learn, but because ticket resolution gets prioritized higher. The fix: embed learning directly into your ticket workflow so it becomes a tracked, accountable task like any other.
Let me pause this question for just a minute. You know, the number one question that I get asked, really all of us get asked at Empath, is this. Regardless of you using Empath or not, people say, Wes Spencer, we've tried this before. We bought XYZ Learning and we gave it to our people. They're all like, yay, I can't wait to go and learn. And you say, great, I'm going to hold you accountable to it. They say, thanks, boss, because I don't want to become irrelevant. And we come back month, 2 months after we bought it, like, hey guys, how we doing? They're like, um, haven't logged in. And you're like, why not? I'm gonna rip the tool away. Like, no, don't do that. Don't rip it away. You're like, why not? You're not using it. And they're like, boss, we're going to, I promise, we're gonna log in, we're gonna use it, I promise. Oh boy, what do we learn out of this? Time and time again, this is the problem. It's not that our people don't want to learn and grow. The problem exists with this, and I'm gonna be blunt when I say it. It's a leadership problem. It's a you problem. Because when our people say, "I didn't log in to Grow," and we ask them why, and they always say back the same thing, "I didn't have time," what they're really saying is, "I had other priorities that were more important." You gave them 15 tickets before lunch. What do you expect? We've taught our people, rightly so, by the way, to be ticket destroyers, to slay tickets left and right, to be good at that. That's how we're efficient in our job. And so if I have a ticket or I have learning, I'm gonna choose the ticket every single time. So how do we fix that? We turn learning into everything else that we do as an MSP. It's your learning and growth, and we drive it through ticket process. Every time I say that to an MSP, they're like, I never thought about that before. I'm like, I know, it's that simple. Literally take your learning and growth and say, I'm gonna do this through a ticket. You, if you're using Empath, use our PSA integrations, create recurring tickets, schedule those tickets if you need to. But if you treat learning and growth like a, through a ticket, now we're introducing it in a native process that our people already understand. We already have ways to hold them accountable to it. And so now the discussion becomes, hey, I had that ticket for learning and growth. I gave it to you. I signed it to you. I know you didn't have anything else competing with that ticket. She didn't get it done. I'm trying to understand, how did I fail you? Are you just doom-scrolling on TikTok? I mean, I know you weren't busy with other things. So, so, so where's the gap coming from? You see why this is so nice? Because it changes the nature of the conversation. Because I have done my part to be accountable to them, to give them a process to learn and grow. Now I have the right to hold them accountable for not actually learning and growing when I freed them up and removed every obstacle. That is how you get the process going.
