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OSH 2301 Columbia Southern Introduction to Workplace Safety Discussion Paper

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O P E R A T I O N S TRAINING MADE EASY How NHPA Can Help You Create an Effective Training Program BY F J E S S E riendly, competent, fast; that’s what customers want from their shopping experience. According to a 2020 poll by J.D. Power, home improvement retailers who rank highest in customer satisfaction are those who deliver knowledgeable customer service within two minutes or less. Satisfaction scores tumble when customers have to wait more than five minutes for help. Simply put, if your frontline workers keep asking shoppers to wait until they can find someone who can help them, then you’re killing your customer service. Every employee should be equipped to help. That’s why training is so important. 62 HARDWARE RETAILING | May 2021 CAR L E TO N With more than 40 on-demand training courses, the North American Hardware and Paint Association (NHPA) can get your employees the knowledge they need to help every customer. And even though you’re busy managing every other part of your operation, setting up a training program may be easier than you think. NHPA has done a lot of the work for you. On the following pages, take a tour of the training resources NHPA offers, including the breadth of content offered in the courses and tools that can help you design and maintain a training plan for your operation. TRAINING Rev Up Your Customer Service To learn about how becoming an NHPA Premier Member can boost your training program, visit YourNHPA.org/membership. Onboarding Handbook An employee’s first few days on the job are critical, as they set the tone for the remainder of their time with your company. NHPA’s Onboarding Handbook contains best practices and checklists for introducing an employee to their role in your company. The Handbook can help you formalize your onboarding program so you have a firm foundation to build on as your new employees move up through the organization. Train the Trainer During the onboarding process, the new employee should begin their formal retail skills training. The Train the Trainer guide walks you through the nine components of setting up a training program, along with best practices for on-the-job mentorship and ongoing education for veteran employees. Online Training Charting Your Course Whatever your training goals may be, NHPA has resources to help you get there. All of these tools work in conjunction with each other for a more complete training program. NHPA’s learning management system (LMS) is an online platform that makes it easy to manage course assignments for all of your employees. Getting your store set up on the LMS is easy. You’ll get email notifications when employees complete a course, allowing you to monitor staff’s progress. Path to Success When you’re ready to begin training, you might wonder, “Where do I start?” NHPA’s Path to Success gives you a bird’s-eye view of NHPA’s courses, showing the progression of basic to advanced content. It can be your guide to creating a customized training path for your operation. Points and Badges Once you have a training program set up and have given each employee their assignments, a gamification feature on the LMS can keep them motivated. Employees earn points and badges as they complete courses. Badges are shown on a leaderboard that can inspire friendly competition among the staff. Certified to Help Publicly recognize your employees’ training achievements with NHPA’s Certified to Help designation. Qualifying retailers will receive a set of marketing materials from NHPA with the message, “Certified to Help” and “Help is on the way.” The marketing reinforces the high-quality service message you want to send your customers. Trainer’s Toolbox Even after employees have completed a regimen of training, it’s important to offer regular refreshers. The Trainer’s Toolbox provides everything you need to lead a short training session during an employee meeting. Each lesson takes about 5 minutes. The series covers a variety of topics, including merchandising, selling skills, product knowledge and operations. 64 HARDWARE RETAILING | May 2021 NHPA Membership Options FEATURES BASIC Subscription to Hardware Retailing Subscription to Paint & Decorating Retailer Free training resources and guides Digital newsletters Level 100 courses Level 200 courses Onboarding Handbook SPRAY WETOR DRY G6015 HOSE END SPRAYER ©2020 CHAPIN INC. May 2021 | HARDWARE RETAILING 65 TRAINING Basic Knowledge for Every Employee The “Our Three Pennies of Profit” course explains retail profit and loss. Access it at YourNHPA.org/membership. Training Topics NHPA’s training covers the fundamentals of what an employee needs to know to succeed in a home improvement retail business. Course content covers f ive major areas, each intended to develop a well-rounded employee who can be an asset to your organization. Selling Skills Putting product knowledge to use requires an understanding of the proper way to interact with customers and deal with potential problems. Help your employees create a better customer service experience while also looking for ways to increase transaction size. Merchandising Product Knowledge Home improvement retail employees need basic knowledge of hundreds of products to sell projects to customers. NHPA offers training in eight core home improvement categories, eight building materials categories and advanced training in paint.
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