We have assisted a national chain of outlets to implement a structured approach to address underperformance by some of its staff across its chain of concessions.
All staff were given specific training at the beginning of their employment to understand the products and packages that are offered by the employer. To consolidate on this, they are also given sales training to assist in the retailing of those products and multiple packages offered by the business.
The underperformance by certain individuals within the organisation was having a dramatic effect upon the profitability of the business.
We assisted the business with reviewing its training and sales programme for staff. The review was concentrated on the quality of training material, the delivery of that training and the consolidation/follow up on the training with staff. Thereafter measures were put in place to closely monitor individual performances.
We then assisted the client with putting in place a dedicated performance management programme to assist underperforming staff. SMART targets were identified with the client and a bespoke personal performance spreadsheet was created to track individual performance levels.
Having assisted the client with creating a cultural shift in measuring and monitoring individual performances, we also assisted the client (where necessary) with managing few members of staff through performance management.
The overall results were that performances were much improved and reflected in improved profitability for the business.