People are at the heart of most successful businesses. Although much emphasis is placed on technology and its ability to make life easier for business owners, the strongest pillar in any organization must be the individuals who work both behind the scenes and with consumers to keep the doors open.
How can business owners ensure they have not only capable but also engaged staff? The answer is effective training. It is one of the keys that gives employees the confidence to complete their daily tasks, freeing them to provide exemplary customer service. This is especially important when making the decision to integrate new point-of-sale (POS) systems with which staff members may lack familiarity.
With this in mind, here are three tips that business owners should keep in mind when leveraging POS systems:
1. Be demonstrative
With the liability shift to EMV-compliant credit and debit card payment systems underway, it's important to have employees be well versed in helping customers use the new technology. According to Vertical Systems Reseller, changing to an EMV-compliant system isn't like flipping on the light switch. Instead of swiping the card's magnetic stripe, which customers are accustomed to, shoppers will eventually have to enter their cards in the reader to ensure the chip is successfully scanned. While it seems fairly rudimentary, the transition needs to be seamless to be successful, and employees must be the ones to make it so.
2. Clearly convey benefits
If business owners intend to integrate a mobile POS system, they must communicate how and why this will benefit the employee and business as a whole. For instance, many employees in the food and entertainment industry rely on customers' gratuity to supplement their income. If they perceive an mPOS system to be a detriment - preventing customers from being able to tip easily - they won't likely jump on board. QSRWeb, citing data from Software Advice, a company that helps buyers find iPad POS technology, explained that more than half of customers don't see mPOS systems as a hindrance to tipping, and research suggests that people will tip either the same amount or greater than decrease spending. By explaining this to staff while training them to use the new system, merchants are more likely to be met with enthusiasm and faster adoption.
3. Align training with objectives
According to a recent articles for Hcareers, the most impactful training initiative provides benefits for the entire organization. However, to ensure this occurs, employers must clearly draw a line between the content of the training and its application in the employees' daily activities. More importantly, the workers must recognize this. Does the business owner want their store to go paperless? Does he or she want the staff member to engage with customers on the shop floor and make payments more convenient?
Effective employee training can improve retention, meaning you keep your valuable staff. During training, it's important to remind employees to keep their focus on the customers' experience when they enter the location. The POS system should aid in creating a satisfying encounter and staff education is the first step.