Train Them Well

Making sure your employees are trained well not only serves the customer, but makes employees feel like an important part of the operation. Good training encourages better service.

Here are some Do's and Don'ts of Training

Do offer different ways to learn -- different styles or time frames.

Do cross-train -- it helps employees not feel penned in because there's only one person in the store who knows a procedure.

Do go to trade shows and seminars. Read trade publications so you can keep current and bring in new material.

Do make sure that everyone has consistent training objectives and don't just teach what they want rather than what they need.

Don't assume that the person you're training knows anything.

Don't make it too long. Information dumps are not very effective. There are different learning styles, consider making it interactive so people will remember and use it.

Don't think that everything you put out there is good forever; technology and methods are always changing.

Source: Ripley Hotch, Area Developer Issue II, 2006