What Happens When Your Employees Don’t Know?
It’s a Saturday. You’ve had a heck of a week.
After experiencing the luxury of sleeping in a little, you decide to get started on the day by tackling the usual things … shower, make breakfast, feed the baby.
When checking your phone (which you do about 100 times a day), you see a promotion come through for an item you’ve been wanting for awhile. Exciting!
You decide to wrap up things at home, wrangle the kids into the car and drive to the mall. This is what weekends are for after all, right?
Luckily being the weekend, it’s a pretty easy drive. You manage to find parking fairly easily too.
After the kids decide to ride the escalators a few times, you decide to make your way to the store, which had the promotion you got earlier.
Ah, there it is!
You find the item you wanted, walk up to the associate in the store, ask about the promotion …
and then …
Your morning was going great. Then this happened.
Let’s stop our story here and flip to the other side of the counter.
You are now the retailer.
It’s coming up to the holiday season and you have hired literally tens of thousands of temporary employees to help calm the neverending storm of shoppers. Just ask yourself, what is the cost to the business when interactions like the one above happen? What if your associates aren’t able to answer hundreds, potentially thousands of customer questions that result in missed sales opportunities?
The bottom line is, your employees need to know more and your current way of helping them acquire knowledge just isn’t working.
Earlier this week, our Principal Learning Strategist JD Dillon had the pleasure of leading a webinar with Rebecca Sinclair (President and CEO at Perspective Management Group) titled, “Why the LMS Doesn’t Work in Retail and Never Will.” Over the course of an hour, JD and Rebecca discussed the shortcomings of the LMS and why a more modern approach was needed for today’s retail associates.
If you get a chance to watch the recording, jump to 15m 28s (slide 20) to hear about the five disconnects between traditional learning technology and the needs of the modern retail associate with online retail training.
Whether or not you’re a retail organization, the employee knowledge crisis is likely affecting you. The question you need to ask yourself is, what happens to your business when your employees don’t know what to do?