Training Frontline Employees – A Must Do!

by | Dec 20, 2020 | 0 comments

Training and managing frontline employees from onboarding to ongoing is an imperative for successful retail businesses.

Key Insights:

  • Zero-in on the topics frontline employees need to do their job well – than build on that training.
  • Develop structural learning paths that position frontline staff to excel.
  • Frontline managers need to monitor new hires and spot coaching opportunities when they arise.
  • Forget bulletin boards and telephone calls, communicate with target messaging through online platforms.
frontline employees
Communicate through all platforms
  • Send out weekly training notices, which may include: job openings, FAQs, procedures, company updates, weekly work schedules, etc.
  • Messaging should be direct to frontline staff and NOT from department head, regional or local managers. Direct to frontline avoids misinterpretations and translation loss.
  • Frontline training must have the right mix of knowledge and confidence building to illicit the right behavior so that their skills keep pace with the business’s goals.
  • Keep training sessions short – just 3-5 minutes max.
  • Training only works if employees use it, so make it irresistible. Use games, redeemable value points, rewards, etc. to make your staff want more.
  • Have all training insights available 24/7 and accessible on multiple platforms (phone, PC, tablet, point-of-sale stations, etc).
frontline employees
Training must be available 24/7
  • You want to build-in a daily or weekly ‘training habit’
  • Make training/learning a fun activity

Frontline managers don’t have time to do one-on-one training so knowing what the team needs to focus on should be related to the training staff. Then, feedback on that training pinpoints those employees that are top performers – who can mentor other employees.

Investing time and money into training frontline staff is one of the best ways to increase topline performance.  So, make their training: fun, factual, fingertip accessed, and targeted.

frontline employees
Frontline Training Improves Top-line Performance

Frontline Training:

  • Makes the on-boarding process easier and painless
  • Works best if dispensed in bit-sized pieces
  • Greatly improves compliance of new sales procedures, promotions, and products.
  • Fills knowledge gaps
  • Fosters consistency in customer service
  • Increases top-line performance
  • Eases through-put of new or important company updates to all or just one employee.

Frontline staff represents the ‘face’ of the business for a retail operation. Proper training of those employees is an imperative for success and requires constant attention.

Categories: How To

By Jim Lavorato

Jim Lavorato is the founder of 4M Performance which is designed to assist businesses to survive and thrive in these uncertain times. Jim launched an entertainment-related company in 1988. He was at the forefront in cinema technology and helped spearhead the movie industry's transition to digital presentation and distribution. He also co-founded the Arboreal Group, an environmental consultancy. He has published articles on the motion picture and media industries and is a contributing editor for ScreenTrade magazine and writes a blog "Cinema Mucho Gusto". He is a certified SCORE Mentor in the SCORE Greater Phoenix Chapter and lives in Scottsdale, AZ. Learn more about Jim in his "About" page.

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