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Coaching

Bad Advice: How Not to Coach Employees

Posted by Brad Wright on Apr 17, 2015 8:45:00 AM


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Have you ever heard these thoughts on coaching and training?

Training is expensive. It’s difficult to measure the return on your training investment. There is such a high employee turn-over in casual dining and retail that coaching really isn’t worth the time. Just give them the manual, they’ll figure it out. 

These are just a few examples of the bad advice that you might receive about coaching and training your employees in operations, safety, sales techniques and customer interaction. Following that advice can be the first step down the path to failure, under-performing stores and an unhappy workforce. But, with intelligent video from Envysion as a key coaching tool, your training investment can improve long term profitability as well as your employee’s ability to not only move merchandise, but improve the overall customer experience.

Let’s look at some common, well-meaning, but misdirected pieces of training advice:

All employees should receive the same training.

Like fingerprints and snowflakes, every employee is different. With intelligent video monitoring you can view individual employee performance and focus your training on the specific adjustments each employee needs to make to improve their performance. Is the employee not highlighting promotions with the customer? Is the employee not taking advantage of cross-selling and upselling opportunities? Is the employee dragging out the sales cycle, wearying both themselves and the customer? By providing both positive reinforcement and constructive criticism using actual recorded video of customer engagements, these issues can be addressed quickly and satisfactorily.

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Training needs to be complicated.

Modern video technology eliminates the need for complex training that—to be honest—most likely will go in one ear and out the other. Intelligent video solutions from Envysion enable you to simply focus on only the key adjustments the employee needs to make.

Employees respond best to criticism. 

Positive reinforcement is the most effective training tool in your toolbox. Intelligent video monitoring enables you to highlight employee activity and provide positive and constructive feedback. One of our clients, Bernie Quintero director of operations at D-Carr Investments, has made it a practice to reward positive employee behavior at his KFC stores with a gift card as a small thank-you. This positive reinforcement can literally transform an operation and create a culture of accountability.

Don’t micromanage. 

While it’s true that extreme micromanagement can be a deterrent to performance, only by monitoring youremployees—most effectively done through video intelligence—can you expect to change that performance. Otherwise it’s simply a case of the blind leading the blind. And be mindful, employees want to succeed, and that requires focused direction and training.

 

Topics: Restaurants

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Envysion is a leading provider of cloud-based video driven business intelligence that helps companies deliver on their brand promise. At Envysion, we marry operational, financial and employee metrics together with video and sophisticated analytics and make it easy-to-use and accessible, offering visibility into every store…every location…every day…from anywhere.

Brad Wright

Brad Wright

Senior Account Executive, Envysion

Brad is responsible for helping Envysion’s wireless customers understand the best ways to use video based business intelligence to combat losses. In his time at Envysion he has dedicated himself to researching and consulting with wireless dealers to understand the drivers behind how they lose money. Brad’s background as a customer relations manager for Avnet and GE and a VP of Business development for several startup companies lends a unique perspective on how to manage customers and employees, so that the companies best interests are top of mind. Brad played varsity lacrosse and earned his Bachelors in Psychology from Bucknell University.

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