Many successful organizations struggle with how to train employees when things are busy. These businesses have well defined processes and procedures but time may be in short supply.
The longer it takes to train employees, the longer before you get a good return on investment from the hire. Without proper instruction, you’re also giving the employee the chance to learn bad habits or shortcuts that will hurt you in the long run.
No Time To Train Employees
I saw a good example of this challenge recently at a Jersey Mike’s Subs restaurant. I arrived just before the lunch rush and had a front row seat for the crowd. On this day it saw a line of 15 customers materialize in less than five minutes. Employees were also challenged with completing a large catering order.
As you might guess, the speed of service slowed. While there were three employees at the counter, one appeared to be brand new. He wasn’t able to make sandwiches or ring up orders without direct supervision. And his two colleagues couldn’t offer that level of support, due to things being so busy.
Most customers were sympathetic to the situation and I’m sure the new employee has the potential to become a top contributor. But on that day, the best the new employee could do was to stand out of the way.
Find a Role
While you can’t expect a new employee to function at a high level, can there be a plan for he or she to contribute?
For instance, at the sub shop, the new employee could have been trained to walk down the line and write down customer orders. This would have saved the other two employees a step (having to ask for the order) and would have sped up the sales process.
Another option would see the new employee sent to make sure the dining area was clean. While I’m sure there are processes that need to be taught for this duty, simply tidying up does not require much training.
Both options are better than standing helplessly.
Shadowing is Good But….
You can learn a lot from shadowing an employee who understands your new job. But at times, the situation demands you make a contribution.
Make sure your new employees aren’t just in a passive role. It can be very frustrating to want to help but not know how.
Plan Ahead
Some people imagine training new employees in a quiet atmosphere, like a library. That’s not found in a busy workplace.
Ahead of time, consider how your new employee can contribute when things are busy. Don’t expect to receive inspiration when you’re overwhelmed with demands. Define the role ahead of time.
Final Thought
Not thinking through your training during busy times can lead to low employee satisfaction and retention.
Time to Bring Ken Okel to Your Next Meeting?
