At this stage of the game, most retailers understand the need to invest in employee training if they are going to be successful (or even just survive!). Yet many have also carried the expense of programs that simply did not produce the results they were looking for. So before we make any training solution recommendations to our clients, we’re often asked “Why didn’t my last training program work?”
As you might imagine, we spend quite a bit of time in malls and power centres. The ‘retail front’, so to speak. This always gives us the quickest and most realistic assessment of what’s going on in the trenches.
And guess what, folks … it ain’t pretty out there! Some of the front line staff performance that we’ve witnessed is actually quite shocking. What are we talking about? Well, for starters:
Is finding and developing the ‘right’ store staff such a big deal? Doesn’t your format and merchandise do all the real selling, while employees are just there to receive your customer’s cash? Before you get too far down this line of thinking, consider the following list of questions, designed to challenge your assumptions: