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Know your stuff

A university student got a part-time job at his local petrol station. A few weeks after he started, I asked him what he was doing. ‘Right now, while I don’t know much, I’m serving customers,’ he told me. ‘But the boss says that when I know more I get to work out back.’

100% of your profits come from your customers. Why would you put them in the hands of someone who lacks product and company knowledge?

In a recent British survey, 49% of people questioned said that staff training was the best way to improve their service experience. Make sure your staff know about the products you sell and understand the policies and processes that drive your business.