Posts Tagged ‘Crew Training’

Employee Training – Do they hear you?

Wednesday, April 8th, 2009


Make them hear you…employee training

  Providing your staff with all the knowledge you can when training them will provide a bounty of dividends in the future. A well trained employee is worth their weight in gold, both to the business and to the customer. Make sure that your employees are prepared for anything, from how you want your place to look to how you want them to handle unusual inquiries. Otherwise they’ll learn in front of your customer, which is considered the worst place for them to learn.                                                       


  You wouldn’t go away for several days & leave teenagers home alone without rules. You would give then boundaries and rules you’d expect them to follow & things you’d expect them to do. You’d leave them with a definite idea of what is accepted and what is not. Extend the same principal to your employees.

   If you don’t train your employees they will have no context for their actions. If they say the wrong things, or act inappropriately, your customers may get bad information or not information. This may diminish their chances of buying from you. Even if only one employee out of the whole crew gives bad service, you end up with all your customers’ experience being at risk. You must give a structure so every customer gets the same message. Scripts do this.


   If a customer asks “I was wondering if your company did favor’s for parties, my sister is getting married and she wants 2oz. coffee packs to give to her guests.”

Your employee, if trained properly will either know this answer or will be able to say “I’m sorry our Manger isn’t here today but he does work tomorrow in the morning if you wanted to reach him then or I can leave him your information.” 

   A script would have put them in charge of the situation, instead of flustered or telling the customer “No we don’t do that” when really you do.

   When a script is consistently well-presented, it forms the framework of interactions between people, like your employees and customers. When done well, it sounds quite natural. Writing a script for an untrained person allows them to go through the sale or answer questions with confidence. It leaves no room for error which is good for your business and for the customer because they are getting the proper information.


For more information visit and for more ideas visit , for up-to-date information on Kaffe Magnum Opus visit or to contact me directly at

How do you want your customers greeted…does your staff really know?

Wednesday, March 18th, 2009

When a customer walks through your door does your staff greet them warmly and sincerely, do they make sure that the customer feel’s truly welcome and appreciated for walking into your establishment?

So what are the elements of a good greeting?

1. Immediate recognition. Don’t wait even a couple of minutes to acknowledge your customer. If you are anywhere in proximity of your customer say hello.

For example:

  • Whenever you walk into Moe’s Southwest Grill the staff yells “Welcome to Moe’s”
  • At Cold Stone Creamery as soon as you walk in a staff member will say “Welcome to Coldstone”
  • Or you can say “Welcome to Bob’s Java, my names John, what can I make for you today?”

2. Avoid “How may I help you?” this question allows the customer (in a sales situation) to say “just looking”. Start off with “How are you?” or comment on something they are wearing “great glasses, where did you get them?” Size them up as soon as they walk in the door.

  • For example a middle aged woman walks in with two small kids, she seems a bit rattled and she is wearing a Soccer Mom T-shirt. As she approaches the counter, a conversation might begin like “Welcome to Bob’s Java. Looks like you have your hands full. Did you just come from practice or a game?” and she says “Oh no! Thank God, soccer ended last month.” (“You Can Compete” by Bob Phibbs

A response back might be:

    • “My sister said that very thing when her kids were done with soccer for the season”
    • ” My neighbor has 3 boys who all play soccer, I bet she would have to agree with you”

3. Understand them. Begin your relationship with the true goal of finding out their unknown wants, needs and desires and making sure that you fulfill them.

Having a proper greeting and a proper salutation as they leave are important steps in getting your customers to return. Go over with your staff some examples of everyday of “Goodbye Greetings”. That will be the last thing the customer remembers and it should definitely leave a good impression. For example:

  • “Have a nice day, hope to see ya again soon”
  • “See ya later Joe”
  • “Thanks for stopping in, have a great day”

For more information visit and for more ideas visit, for up-to-date information on Kaffe Magnum Opus visit or you can contact me directly at or at 1-800-652-5282