Convenience Store News - July 2018 - 34
successful training program: the feedback
loop. It makes no sense to train somebody
in a program that doesn't work. Therefore,
you need to solicit feedback and suggestions
from your employees and from your customers. Your customers are the best evaluators
of how successful your training programs are.
Take all of the feedback and comments
seriously and see what can be done to
modify or change the training program
to reflect the reality of the situation. Are
you training people to do something that
doesn't actually work in real life? Or that
no one actually does? Or that doesn't meet
your customers' demands?
The last key element is consistency. All of
these components need to be implemented
the same way every time the training
program takes place. In our business, it's
important that everyone is trained the same
way every time so that if we move a team
member from one store to another, even
if it is across the country, they can slide
effortlessly into the routine because it feels
34 Convenience Store News C S N E W S . c o m
familiar due to the fact that our training is the same and
everybody is doing the same thing the same way.
Consistency is how great stores are created. Even if you
have one store, every employee knows what to do because
they've all been part of the same training program.
Story. Context. Map. Advancement. Refresh. Feedback.
Consistency. Remember SCMARFC! Actually, that is a really
silly acronym. Don't use that. But what is important is that
your employees know what they need to do and how they
can be successful working in your store.
If you remember that, you will be on the right path. CSN
Roy Strasburger is president of Strasburger Retail (previously
Convenience Management Services Inc.), a privately held
retail consulting, operations and management provider serving the small-format retail industry nationwide. Strasburger
Retail operates retail locations for companies that don't have
the desire, expertise or infrastructure to operate them. Learn
more at strasburgerretail.com.
Editor's note: The opinions expressed in this article are the
author's and do not necessarily reflect the views of Convenience Store News.