Breaking the Comfort Zone
Of course, just as it’s unlikely a hometown basketball team would let a rival team practice on their court in preparation for the big game, it’s unrealistic to assume conducting skills practice on the floor during business hours is always feasible. The needs of the customer must take top priority. Throwing an unprepared and under-developed employee onto the floor can make them feel exposed, and potentially sabotage the customer experience. Long-time employees, who often need just as much skills development as their new colleagues, may feel that they already excel at serving their customers, and further development is mere interference in their daily routine. The entire staff might feel the exercise is an unjustified punishment for poor performance. Regardless of these very real and typical obstacles, some strong direction and concerted focus will yield results that are well worth the effort.
Here are some general guidelines to help you incorporate on-the-floor skills practice into your organization’s training toolbox.
Don’t bolt it on. Bake it in. Ask yourself these questions: