How Training Sets Your People Up For Success

Dining out for me has always been one of life’s greatest joys. It is not just about avoiding cooking (an added bonus!), it is about embracing the whole atmosphere and experience. It is something I've loved and cherished since my early days working in hospitality.

There is something special about going out for breakfast. Just this past week, my husband and I decided to do just that. As we settled into our seats and waited for our meals, we couldn't have predicted how this dining experience would serve up an unexpected lesson on the importance of training in customer service.

I confess, I'm that I sometimes the customer with the quirky requests—side dishes, no butter and ice on the side with my drink (at times much to my husband’s amusement!) however when our dishes arrived, there was a noticeable mix-up. It was a small error and I truly understand that mistakes happen and was not fussed at all. Yet what followed was a moment that turned our mild inconvenience into a poignant realisation.

As we brought the mistake to the attention of our waiter, a young man with a nervous smile who shared it was only his second shift, the manager swiftly intervened. What happened next was both shocking and disheartening. In the middle of the bustling café, the manager berated the waiter for the error, a public spectacle that left us and many around us uncomfortable. It was clear that this wasn't just about a mixed-up order; it was a vivid illustration of how not to give feedback and setting people up for success.

I had a brief conversation with the waiter and asked if he had any training prior to joining the café and his first shift. He scoffed and replied, “Absolutely nothing.” I assured him it was early days and he had such a wonderful manner with customers. He was set up for failure, expected to perform without the necessary tools and support. This incident wasn't just his failing but a systemic issue that could easily have been avoided with proper training.

This experience underscored a fundamental truth that I've encountered time and again in my career as a service leadership and customer service expert: Training is not just a part of employee onboarding; it is the cornerstone of success for any organisation. Effective training empowers employees, equips them to handle challenges, enhances customer satisfaction, and fosters a positive work environment. Conversely, the lack of training not only undermines employee confidence but can also tarnish your organisations reputation.

As leaders, managers, and entrepreneurs, it's our responsibility to ensure our teams have the tools, skills, and confidence to succeed. Whether it's handling customer service issues, managing stress, or simply performing daily tasks, training is the key to unlocking potential and turning creating positive and memorable customer experiences. And when things do wrong, we turn to service coaching rather than immediate negative feedback.

If you are looking to elevate your team's performance, reduce errors, and transform customer service challenges into opportunities for growth, I am always here to help. Together, we can design and implement training programs that are tailored to your organisations unique needs and goals. Schedule a free 15-minute consultation now to discover how training can transform your team's performance and customer satisfaction

What could a well-trained team achieve in your organisation?