Master Trainer Mark
Dickinson focuses on the power of Traditional training
"Every
customer is going to walk away as a brand ambassador
that sells your restaurants to their friends or family"
Your passion has grown. Maybe you
started off with a small restaurant that you poured all your love into. But
now, it is no longer just you and your family and friends making a fun company that
you are happy to run; it has become serious & Now its a business. As the
business has grown the finer touches slip through your fingers like grains of
fine sand. And, the more you try to grasp at them, the less effective you
become. You have people working for you and though you are sure that they try
their best they don’t quite seem to understand the feeling that you have been trying
to propagate in your business. You’ve hired managers to help your business
grow. And grow it has; so much so that you are now far away from the front
lines.
But what of the customer?
They were the special individuals
that you used to welcome personally into your restaurant for lunch and dinner,
day in. d’ out You were always there. If you weren’t feeling 100 percent then
you would at least grab a stool and sit in the back corner of your restaurant
so that you could see what was going on. But today your customers rave become
just numbers on a page. They contribute to your bottom line. They are a part of
the KPI’s that you push your managers to deliver. so that you grown and serve
even more customers, and make more profit It has become a circle. With the
customer at the center, but never really the focus.
As your business grows it is right
to leverage every reasonable opportunity to expand. But what if there was an
equal amount of effort being focused on the customer? Here are two questions
that you need to answer:
·
‘What If
every new customer you served was a referral?
·
‘What If
you stilt had every single customer you ever had?
How would business be? Wouldn’t
it be the best it’s ever been? Of course! Owners become busy and hire managers
to help them. Managers become busy taking care of everything around them. Who
focuses on taking care of the customers? So often it is just the front line
employee, doing the best they can in the best that they think things should be
done. He or she does not understand the performance that you want. They serve
customers in the quickest way using the knowledge that they have. But is that
good enough? Absolutely not! For years we hear managers and corporate people
shouting about how employees are the pillars of the company, but they are not
living that out in reality. It is time to convey the skills and experience and
talent that seeded your business. Give it to these front line people and they
will be true guardians of your customers.
The way to do it is ABC.
Create trainers. Create people in
your organization that Love to share knowledge with others. There is always at
Least one person that wants to deliver the standards in a fun and memorable
way. ABC will ensure that every training session reaches its target. It is a
time-honored system that has been handed down through the training industry for
decades.
A=ATTENTION –
• Welcome people business
. • Record their attendance
• Tell them why they are here
• Break the ice
• Tell them what they will know
and understand by the end of the session
B = BREAKDOWN
• Tell them what you want to tell
them and show them how to do it
• Ask questions
• Get them to tell you what they
are going to do, Showing you as they go along
• Praise them and ask them if
they can do it alone
• Get them to do it
• Praise them and ask questions
to cover the key points
C=CHECK
• Praise everyone for their
contribution and attention
• Review and confirm the key
points
• Link forward to the next
session
• Thank them for being a part of
your session
Every training session depends
upon these three pillars.
Attention - Bring people
in and tell them what they are going to learn. Make it attractive so they feel
they will get something out of it.
Breakdown - Tell them
exactly what you want, and show them how you want it done, getting them to show
you that they can do what you have trained them to do.
Check - Finally, ensure
that they ‘got it’. Pepper the sessions with an abundance of praise and above
all encourage employees to think of training as the knowledge transfer that will
inspire them, and transform their lives.
Real training is a powerful and
positive experience for trainer and trainee alike, and the owners benefit more
than they could ever A imagine from an investment at the front end. After alt
the mistakes that create the greatest challenges to your invariably take place
between customer and server that is where you need to hone your skills and
ensure that every customer is going to walk away as a brand ambassador that
sells your restaurant to their friends and family. Train the Trainer is a
powerful tool to help build the business. The tools that we created in the last
article are the ones that our trainers use to ensure that our team is all
working towards one goal. Practice builds strength. By doing something over and
over S you build a reflex reaction that causes you to do a task without
thinking about it. And once the team has been trained, then it is time to grow
to the next level and develop group training skills where managers learn to be
great speakers and presenters so that they can capitalize on the strengths of
the people within the team through giving advanced training sessions.
Managers need to
remember: The better trained the team, the Less work there is to do!
Owners need to
remember: Training is always an investment and will always inspire people
to grow and reduce team member turnover.
Everyone needs to remember: Training makes CHECK happy and
confident employees. Happy and confident employees create happy customers and
spread it throughout the team.
We run a course for training trainers every month. Let us know if you have people that would like to attend. info@done.fyi
ReplyDeleteGreat subject of discussion Mr. Mark ( training , delegation & people management ) what companies these days are lacking of.
DeleteAs you mentioned now its all about numbers " KPI " .
From my point of view i think companies are neglecting their employees , ( financial motivation , training , high morals) which is effecting the business directly .
Do you agree with that ?