Baseball legend Tommy Lasorda once said, “There are three kinds of people in baseball: people who make it happen, people who watch what happens, and people who wonder what happened.” This is true in the retail and c-store industries, too. So what sets those who make things happen apart from the others? Training.
The official start of baseball season is just a few weeks away. Spring training is behind them, and now it’s time for teams to put all their preparation to work. The same is true for your store. With new marketing promotions, staffing changes and quarterly goals all coming down the pike, preparation in the spring is key to a successful busy summer season. Follow these steps to get the most out of your c-store training program:
Set your training objectives. While it’s true that only one team wins the World Series, every successful team sets their sights on that goal at the beginning of the season. A common goal pulls teams together, just like it can and should for your team of employees. Write down your main goal, and then set training objectives that help you meet that goal. Objectives use language such as, “At the end of this training session, team members will be able to….” The best objectives are clear, actionable and measurable.
Define your process. Your training process is like your playbook. It’s the “how” behind the “what.” More and more businesses are moving taking training online to help streamline their training process. With built-in tracking and assessments, as well as guaranteed consistency in your message, online training helps you move through more training content at a faster pace.
Get buy-in. Everyone on your team — from part-time foodservice employees to cashiers to assistant managers — have to understand why the training is important to the business. More importantly, they need to understand why it’s important to them. Team buy-in is the “why” that supports the “how” and the “what.”
Coach, don’t lecture. Barry Bonds doesn’t hold the record for most home runs in a single season because someone told him how to hit. First, someone showed him. Then, he practiced, improved, practiced some more, and improved until he got it right. People learn by doing, so be sure your training includes hands-on practice.
Keep your eye on the prize. In baseball, teams don’t win without an engaged fan-base, and fans don’t want to come to games if their team always loses. For you, fans are your customers. They determine your success. Well trained employees are the reason they’ll walk in the door and return again and again.
Remember, it’s your team who will determine if you maintain your customers. It’s your job to make sure they both have the tools and the desire to make that happen. The higher your expectations of your staff, the more you’ll have to train them. The responsibility of a successful training program lies solely with you.
