Sam Caucci, Founder and CEO of 1Huddle, discusses three ways to correct training.
By Sam Caucci, Founder and CEO of 1Huddle
Not all publicity is always good publicity.
Restaurants had to learn this the hard way. A poorly worded social media post, a misguided advertising campaign, an epidemic of disease, blatant incompetence on the part of managers and employees – there is no limit to the factors that can create relationship controversy. public and damaging a brand and its reputation.
However, in today’s 24-hour news cycle, even the biggest scandal can only hold public attention for so long, and once the spotlight is off, businesses tend to put a damper on it. bandage over the problem and cross your fingers so it doesn’t happen again. And today, that’s a huge risk for restaurants.
Everyone knows that the definition of insanity is doing the same thing over and over again, but expecting different results. Yet restaurant brands continually respond to major crises by addressing superficial issues without getting to the real root of the problem. If you take a closer look at the public relations disasters that continue to rock the restaurant industry over the past decade, I guarantee that most, if not all, are fueled by the same driving force: the systematic failures of Training. Many brands have recognized that poor training is a problem and have taken action to fix what is broken, but times are different. The workforce changes rapidly and the jobs it performs change even faster.
Brands can no longer afford to continually trust outdated and inefficient processes and tools that left them exposed and vulnerable in the first place.
On that note, here are three key mistakes restaurant brands make in onboarding, upgrading skills, and preparing their workforce for work, and some ideas to address them.
Problem 1: Employees are bored
The reality is that employees are fed up with training. Time to hire an employee and hand them a manual, lock them in a room watching hours of videos, then test them out to somehow prove they know something, is over.
Outdated learning management systems, which a majority of industry uses to deploy training, not only produce low voluntary participation, between 3 and 5 percent, but also have no impact on real learning. Studies show that traditional training methods of videos, PowerPoint presentations, and online modules have proven to be largely ineffective, with employees retaining less than 9% of what they learn. We can do better.
The fix: Companies need to create an exciting place to work, which starts with training and integration. Why not encourage employee engagement with training tools through the power of games? It has never been easier to use game mechanics like points, leaderboards and badges to reward training success. Fueling the competition by gamifying the training experience is extremely effective with the new generation of workers as the average millennial will have played over 10,000 hours on a gaming platform by the age of 21.
Competition is a natural human impulse, so it should come as no surprise that friendly competition among colleagues can be a great source not only for improving skills, but also for motivating.
Problem 2: reactive vs proactive
After (yet another) incident that sickened more than 600 people, Chipotle announced it would start requiring employees to take a quarterly online food safety test. Likewise, Starbucks closed thousands of stores following a racial bias incident to host an employee training day against discrimination. Both were band-aids on a bigger problem.
These are all reactive solutions to problems that could have been avoided. This requires brands to not only treat training as “one and only”, but as something that is constantly happening, constantly evolving, and must constantly be kept in mind. No more bandages.
The fix: Do not wait for a crisis to erupt to put pressure on the human resources department to react. I see brands constantly making bad purchasing decisions because they are under pressure and forced to choose a training tool or solution in response to a crisis.
Instead, set a training schedule that addresses serious topics (for example, harassment, diversity, service standards, and food safety) on a more frequent basis. Restaurants can no longer feel safe simply giving employees a hiring manual and thinking a few days of video lessons will do the trick, or protecting them in case of legal action because they don’t. have not done enough.
Training needs to be more relevant, more structured, and more frequent if you are to ensure that you are protecting your business, your customer, and your employee.
Problem 3: Accessibility
Less than 1% of corporate training takes place on mobile – a huge missed opportunity because, according to the U.S. Department of Labor, employees are more likely to own a smartphone than a laptop. We are training a 21st century workforce using tools from the Reagan administration. In an age when 98% of your workforce uses a smartphone and nearly 100% of millennials will touch a phone within 15 minutes of waking up, why do businesses continue to pay and rely on tools that can only be used on a desktop?
The fix: Go mobile! Employers should take advantage of the one tool that employees use every day and is in their pocket, like their smartphone.
Invest in tools that make training accessible and create content that can be learned anytime, anywhere. Investing in clunky, outdated software that forces employees to sit at desks and watch 60-minute training videos is expensive, inefficient, and inefficient. Rethink your toolbox and find ways to use new technology to onboard employees faster, develop them, and keep them excited to come to work.
It is now. Restoration brands need to step up and take action to fix what is wrong with training. Failure to do so will only guarantee more public relations disasters, more employees leaving their jobs, and more disappointed customers.