So, we’ve done it again.   We’ve gone to a great restaurant in Brookline with high hopes and walked out frustrated.  The food is great, but the waitstaff makes rudimentary mistakes that are unacceptable for a restaurant of their caliber.

What can they do?  Train, train, train.  

Here are some suggestions for effective employee training:

1. Make a plan.  Have an outline of all the items that you need to cover when training new staff.  You’d be surprised how many things are done automatically.  If you can’t afford to make a manual for each employee, have at least 1 copy for every 5 employees at your location.   It’s even better if you can make it electronic since that makes it really easy to search.  Review this with your employees regularly.
2. Know your business.  If your business model is based on your unique touch and interaction with your customer, consider hiring help to do the things that you spend a lot of time doing, but those that don’t face the customer, like shipping or stocking items.
3. Know your staff.  What kind of staff/salespeople tend to do best in your business?  Those that can learn on the spot?  Those that learn by doing or by reading?  Hire and train people in a way that fits them and your business. 
4. Get feedback – make sure that your customers have an anonymous way to give you feedback.  That way, you’ll know all the things that aren’t going well before you lose customers.