The Finer Points of Training
Training, we’ve all gone through it, but not all training is the same. In 2014 I accepted a job offer from a local coffee shop chain I enjoyed. Through my excitement of starting a new job, I was quickly introduced to a new task that manifested as a stack of papers to study. I had four days to learn as much as I could from that handbook before starting training in their warehouse. For two weeks we went over pricing, drink recipes, best practices for engaging customers, and how to set the till and count out cash for the night. The energy of my trainers was pivotal in gaining confidence and letting my personality come through early on. This business was well known for employing outgoing, energetic people who set the bar high in customer service. Giving the customer a positive experience was seen as just as important as memorizing drink recipes.
Great training breeds efficient employees who can reach the next level of service in their industry. For a short time, I was employed as a Ramp Agent for United Airlines at Denver International Airport. Circling back to the point that not all training is the same, United was in the Major Leagues compared to my coffee shop job when it came to training. The first week was classroom training where they taught compliance with FAA regulations, proper signaling when operating on the ramp, proper equipment like ear plugs and knee pads and how and when to use them, and of course basic safety procedures when near an aircraft. They showed us pictures and videos of incidents happening on the ramp like tractors not being parked and driving away by themselves, people getting too close to an active jet engine and getting sucked in, and pictures of the aftermath with human remains splattered across the ramp. They made sure that we knew what we were in for, and that it was more than possible to lose your life on the job if you become careless with the safety measures in place.
The main point is that those who are willing to learn benefit a great deal from proper training. Once I had the basics of making coffee mastered, I was free to focus on the customer and build relationships with them all while making quality beverages that kept them coming back for more. We called it the “Zen Zone” and our hope at Integrity is to get couriers into their own “Zen Zone” so that they can master the art of delivering excellent patient care.
