We often talk about a "Growth Mindset" in the context of personal development or leadership. But when was the last time you applied that same philosophy to your training infrastructure?
In Healthcare, launching a new product or workflow is only the beginning. The real work starts when the product hits the hands of the clinicians or patients.
In a world driven by data, it’s easier than ever to analyze what’s happening but only if you know where to look.
L — Listen and Measure is the fourth pillar of my SCALE framework, and it’s the secret to moving from static manual training to an evolving success engine.
You can read more about my SCALE framework in the previous articles.
Stop Waiting for the Phone to Ring
Many companies treat feedback as a reactive exercise. They wait for the NPS score to drop or the support ticket volume to spike before they realize a training gap exists.
If you’re waiting for the customer to reach out, you’re already behind.
To create a training program with a growth mindset, you have to be proactive.
Here are two ways I help my clients "Listen":
In the Software: Analyze support ticket themes not just volume. If 40% of the tickets are about the same feature, that isn't a "user error"; it’s a training opportunity.
In the Field: Nothing replaces observation. After a clinician is trained, watch them use the product in their actual environment. Where are the bottlenecks? Where do they hesitate? That "friction" is your roadmap for the next iteration.
Then taking the learnings and implementing them into the training infrastructure.
The Proof: Turning Tickets into Training
I worked with a HealthTech company to roll out a comprehensive customer training program.
Instead of assuming we got it perfect on day one, we treated the launch as a data-gathering mission.
We closely monitored support ticket content to see exactly where customers were still struggling.
By triaging this feedback as a team, we were able to:
Identify a specific workflow that was causing confusion.
Rapidly update the training modules to address that "gray area."
Watch the ticket volume for that specific issue drop significantly in the following month.
Training should never be static. It should be a living, breathing part of your product ecosystem that evolves as your users do.
The SCALE Audit: Are You Listening?
Ask yourself:
Are your Sales and CS teams sharing feedback with the training team?
Do you have a feedback loop that actually results in updated content?
Are you measuring "competency," or just "completion"?
Next week, I’ll dive into the final piece of the puzzle: E — Enable the Team.
Is your training program stuck in the past, or is it growing with your customers?
If you’re ready to turn your support data into a strategic training advantage, let’s talk.
Until next time,
Manasi
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