One of the challenges why training is not transferred to the job is due to a lack of follow up when they return. Furthermore, ongoing follow up is required to ensure your team continue to put in place the skills they have learnt. Here are 3 powerful reasons why follow up is important:
By following up and providing feedback on a consistent basis, staff know where they stand, they clearly know what is required to perform at the required level. If they slip below the required level, they know they will receive feedback so there is a consequence for poor performance. My belief is that all motivated staff want to know where they stand, how they are doing, where they can improve, and they want this feedback to be consistent. By being consistent, store managers will get the best out of their teams. Staff know where they stand, they also know that they are treated the same as their colleagues which leads to your team being happier at work.
Poor performers are exposed
One of the biggest frustrations to good performing staff is when poor performers are not dealt with. This causes a lot of frustration as the good performers see that the poor performer’s behaviours and attitude are not being dealt with – they are allowed to get away with it. This can often cause the bad behaviours and attitude to influence the good performers therefore reducing overall productivity. Another big challenge is that good performers often suffer the double whammy – they see poor performers getting away with it and they suffer as they have to pick up the slack – very demoralising.
It’s required by law
As you know, it can be very challenging these days to fire someone as well as very time consuming. A task most managers want to avoid as it is usually quite confrontational. Managers need to follow a process so the staff member understands clearly where they need to improve and gets a chance to do so. The law generally requires owners/managers to go through a number of steps, starting with verbal warnings and finishing with written warnings.
Feedback lifts overall performance
I believe most staff want to do a good job, the reasons they don’t are they receive little or no feedback. If they are doing well know one tells them, if they aren’t often nothing happens as well (unless there is a customer complaint or a mystery shopper). To ensure that all your team are motivated and heading in the right direction, daily feedback is required. Managers need to let their individual staff members know how they are going – whether good or bad. If quality feedback is provided consistently and regularly then this will lift the overall performance of your team.
Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.