Melita Ferarro. Image supplied by WKSHOP.
(Functional picture from WKSHOP)
The product might be perfect, but it is the team's performance in customer loyalty that can make or break a coffee shop business.
From WKSHOP Academy training manager Melita Ferarro.
Observing a well-trained team in a cafe setting can be compared to observing a well-trained sports team. Each person understands the role they play on the team. They know the responsibility of their role and each of the roles that contribute to the same outcome: a pleasant experience for their clients (or in sport, the ultimate goal). Because of this pleasant experience, we have satisfied customers who will come back.
Training your team isn't just about showing them the actions it takes to make a cup of coffee or take an order. It's also an investment in your business, and a wise one at it. The world of hospitality is not just about food and drink. It's also mostly about people. Ultimately, by investing in your people, helping them grow, and developing their skills, they will ultimately also help your business grow and develop.
There's a question we hear a lot in the training world: what if I train my people and they leave? And the answer to that is, what if you don't train them and they stay? Which of these could be more negative for your business?
Training cafe staff is not just about product training and understanding how to make the perfect cup of coffee, although it is an essential part of the training required. There is also a need for customer service training. Depending on your business model, this can include areas such as order taking, table service, managing customer feedback and product knowledge. No matter how good the product is, how your team engages with your customers, the cherry on the top can be in determining whether they will visit you again.
Image supplied by WKSHOP
Not everyone learns the same way. Understanding how different learning styles can affect the way your employees absorb new information can go a long way towards making your training successful.
While some learners respond well when they are told (auditory), others prefer visual cues or demonstrations (visual), and some prefer a practical approach (kinesthetic). In the WKSHOP Training Academy we take into account the different learning styles by integrating a number of training methods into all of our sessions, e.g. B. Face-to-face training supported by written manuals with pictures and tools, as well as practical experience and exercises Time. Online training courses and training videos are also an effective way to engage our team, draw attention for a short time, and do the training in bite-sized portions.
While we've found training to be an investment in your business, it can also save costs. A well-trained team has a deeper understanding of quality and the expectation to always produce high-quality products for customers. The team will be able to effectively manage the equipment to reduce waste while maintaining an efficient service speed, avoiding long waiting times for customers.
When you invest in training, you are investing not only in your company, but in your people as well. This can have positive effects in several ways. It can help increase team morale and engagement by creating a feeling of satisfaction. It can ignite a passion they may not have known they had and create a sense of confidence as they find their stride and start flying on tasks on their own. It also enables them to expand their skills and experience, resulting in a happy and enthusiastic team serving your happy and satisfied customers.
About Melita Ferarro
Melita Ferarro is training manager for the WKSHOP Academy. She has more than 16 years of experience in the coffee industry and is responsible for the design and development of training programs to support coffee wholesale partners.
About WKSHOP
WKSHOP is here to supply, create, train and innovate your coffee business. Through our WKSHOP academy we offer coffee roasting for special packaging, private label packaging, coffee training, coffee machines and technical service. If you are a multi-location coffee shop, restaurant, or franchise, let's handle your coffee business. Inquire now at wkshop.com.au, email hello@wkshop.com.au, or call 1800 849 335.
