Whether you’ve got a larger facility with 10+ staff, or just hired a part time trainer and/or admin, the only way for you to have true peace of mind is with a well-trained team.
The first step on this path is having good systems: clearly defined standard operating procedures (SOPs) that lay out exactly what should be happening.
Whether it’s opening the space in the morning, cleaning the bathroom, or conducting a training session, good SOPs provide crystal clarity on exactly how things should go. This means balls don’t get dropped, and clients get a consistently awesome experience.
Once you have SOPs, the next step is making sure you’ve properly trained your staff. You can have the best SOPs and team in the world, but if they haven’t been trained, it’s going to be hard for them to translate your systems into execution.
Writing SOPs and training your team are each big topics in and of themselves. But assuming you’ve got that down, let’s discuss a few strategies for making sure your team is able to perform.
First, if it’s possible to use a written checklist and/or follow-along video, you should. A lot of tasks don’t need to be done in real time with a client: closing down the facility for the night, resetting the training space, handling an emailed membership request, etc. This allows your team the luxury of referring to a checklist to make sure they get it right every single time.
However, some tasks won’t work like this. While it may be ok to refer to the program when coaching a session, many of your coaching standards need to be memorized.
Likewise, you’ll want a script for sales conversations (which is really just a specific set of SOPs). But it would be super awkward and clunky to read off the page while chatting with a prospect.
And you’ll need to train your front desk how to handle negative feedback in real time. Because if they ask a fuming client to wait while they look for the written checklist, the encounter won’t go well.
Here are four ways to ensure your team has mastered your real-time SOPs:
1) Written Quizzes
Being able to pass a written quiz doesn’t necessarily mean they’ll be able to execute in real world conditions. It’s possible to know what to do, but not be able to deliver. But if they haven’t even committed the system to memory, they won’t magically do the right thing in the moment.
Most team members don’t enjoy roleplaying. It will feel awkward. But do it anyway. This is the best way to make sure your team can execute. The more important the system, the more often you need to roleplay. For instance, in an ideal world, sales roleplays happen every day.
3) Feedback from Clients
This can be leveraged two ways. First, you can usually learn things in the course of your regular feedback collection. Even asks for general feedback can help uncover if systems are being followed correctly.
Second, you can actually handpick certain clients and ask for their help in looking for very specific feedback. This could be asking them to keep an eye out for a particular behavior you’re looking for, then circle back to them to collect their assessment. This functions almost like micro-secret shopping from existing clients.
4) Have Your Team Audit Each Other
This approach can be a double whammy. By having your team audit each other (in real time or via recordings if need be), you’ll give your audited team member another chance to get feedback. Additionally, the auditor will deepen their mastery of the system being audited and make sure it stays fresh in their mind.
Remember, this all starts with having a system in the first place. But that’s only the first step.
By applying these strategies you’ll know your team is consistently delivering the goods for your clients!
You can do it!
Not gonna lie… pretty excited about an opportunity for us to gather in-person in just a few months.
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