session to ignite their desire.
While onboarding may be exclusive to new hires, training itself isn’t.
With trends seemingly emerging out of nowhere and other aspects of
the industry changing so quickly, even the most diligent employees can
be left out of the loop and begin to fall behind, as “formulations are
[always] changing, and new products are being introduced constantly,”
It’s especially helpful for those employees who have been at it for
a while and could use some fresh motivation. Just like onboarding,
retraining can be conducted in either single or group settings.
“I would recommend strongly that training and retraining occur
LET’S GET ETHICAL
continuously,” says Kibbey. “And, I would recommend that employees
be involved in selecting topics and delivering content, when possible.”
While exciting and entertaining retraining sessions can help
reenergize some employees, others are going to require more effort.
When those situations arise, “an informal conversation may really help
you understand why that employee isn’t engaged in their work and
whether or not this can be improved,” says Jones. “Sometimes, getting
back to basics and reviewing the value systems with the employee is all
Work ethic is the primary distinguisher between a motivated, eager-to-help employee and someone who hangs around the cash wrap
waiting for a customer to come up with their items. As for who’s the
best hire, the jury’s still out.
customer is different, so they need to know they might have to adjust their way
of making their clients happy, one by one.”
As for the training itself, Boden opts to provide “extensive product education
with brochures, websites, sales reps and online training sessions.” She explains
that she expects her staff to be knowledgeable about all the products her store
carries, even the niche ones, and she requires them to be able to provide a
Backes explains that including gamification during training allows trainees
to earn rewards and recognition for achieving high levels of proficiency. It also
requires the candidate to stay alert and be actively engaged throughout the
whole session, preventing them from getting lost in the monotony of switching
a tape every hour or flipping a page every minute.
Another good tactic is to reach out to manufacturers directly and talk to a
representative to learn about their products from the source.
“We work closely with our vendors for product information, and we utilize that
information for training our employees,” explains Ratner. “We also have protocols
in place for each category of issues that might arise in our pets daily routine.
Going a step further and applying those methods to a group training setting
will allow employees to work together, improve their skills and get to know each
other on a more personal level while bonding over a shared experience.
The truth is that even with a meticulous hiring process, there’s still a chance
that a new hire is only there for a paycheck. But Jones explains that that’s
okay because, “not everyone is lucky enough to be in a career that they are
That’s why having a strong onboarding process is crucial. For those
unmotivated employees, sometimes all it takes is a fun, interactive training
PHOTO BY JARUN011