A few months ago, I was the client of another business person. At the close of our business, this person sent me a standard business letter (i.e., date, name/address, subject, salutation, body) with the intent of summing up the transaction. A quick review of this letter made obvious that the business person had opened a previous client’s letter with the intention of using it as a template, but had forgotten to change anything other than my name and address at the top; the information contained in the remainder of the letter was enough to piece together who that other client had been and the exact nature of their business transaction. This oversight/blunder poses a problem in three key areas: the audit trail of the project, client confidentiality, and professionalism. A minor process change could address and alleviate all three.
There are a lot of things we each need to learn to be successful in the workplace. Some things just need to be memorized and recalled, like which storage closet houses the pens or the light bulbs. But most of what we need to learn is a process, from emailing to filling out paperwork to entering work orders to performing complex data analysis. This is where training comes in.