Thomas Crosby is often asked, “What if you spend all this money training someone and then they leave?” His answer is normally along the lines of, “Suppose we don’t, and then they stay.”
Crosby is the CEO of Pal’s Sudden Service, a fast food chain based in Tennessee. The leaders at Pal’s pride themselves on delivering consistently outstanding service. Their secret to this consistent service lies in the ongoing training they provide to all team members.
Inc. Magazine recently reported about some of the training strategies that have been so effective at Pal’s. For example, every day, each company leader, including the CEO, is required to spend at least 10% of their time helping a promising employee develop a particular skill. Additionally, to just earn an interview, candidates for any job must take a 60 question test that provides an indication of whether the individual can work in Pal’s customer service driven culture. Then, upon being hired, employees go through a certification process for each skill that is required in the restaurants. Individuals are not permitted to perform the task alone until they are certified in that skill. Then, during every shift, a computer generates two to four random names of individuals to be re-certified on a specific skill. If the employees do not score 100% on the re-certification, they are not allowed to perform that particular task.
This thorough and detailed approach to training is key to Pal’s success. They are delivering exceptional service in a consistent way because of their ability to insure that employees understand the expectations and are trained to perform the tasks required to meet these expectations.
Consistent, high quality service is something most of us aspire for our teams and organizations. If you do also, take a look at your training program. Do you make the same effort and commitment to training that they do at Pal’s? Is it consistent and ongoing? If not, improving your training program may be a great opportunity for your organization.
Thanks for reading,
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