Latest / The GrowthPro Edge / Invest in Your People | The GrowthPro Edge

Transcript

Invest in Your People | The GrowthPro Edge · The GrowthPro Edge

• 0:00
  Speaker: Welcome to the Growth Pro Edge.
• 0:02
  Speaker: We're here to help scale your
• 0:04
  Speaker: business, build stronger teams
• 0:06
  Speaker: and sharpen your leadership
• 0:08
  Speaker: skills.
• 0:12
  Speaker: I'm your host Denise Killian
• 0:13
  Speaker: with trainer and the Growth Pro
• 0:15
  Speaker: Group.
• 0:16
  Speaker: Today we're going to be talking about training.
• 0:19
  Speaker: You know that thing that you know you need to do but just
• 0:22
  Speaker: can't seem to find the time.
• 0:24
  Speaker: We're going to be talking with
• 0:25
  Speaker: Amber Lambert of Betson to
• 0:27
  Speaker: figure out how you can make
• 0:29
  Speaker: training a regular part of your
• 0:31
  Speaker: routine to continue to improve
• 0:33
  Speaker: your staff and your customers
• 0:35
  Speaker: experience.
• 0:36
  Speaker: So let's get started and sharpen our edge.
• 0:42
  Speaker: Amber.
• 0:43
  Speaker: Thank you so much for joining us
• 0:45
  Speaker: for this week's Think Tank
• 0:46
  Speaker: Thursday.
• 0:47
  Speaker: I always get so excited when I get to talk to you because I
• 0:49
  Speaker: learn so much from it.
• 0:51
  Speaker: Oh, thanks for having me.
• 0:53
  Speaker: I'm so happy to be here.
• 0:54
  Speaker: So for those people that don't
• 0:56
  Speaker: know you, tell us a little bit
• 0:58
  Speaker: about yourself and what you do
• 1:00
  Speaker: at Benson.
• 1:01
  Speaker: There's people out there that still don't know me.
• 1:03
  Speaker: Oh. I'm sorry.
• 1:04
  Speaker: Yeah.
• 1:04
  Speaker: So just two.
• 1:07
  Speaker: So. So I do sales for Benson.
• 1:09
  Speaker: Um, but I used to own and run my own family entertainment center.
• 1:14
  Speaker: Um, so, you know, I've had employees.
• 1:16
  Speaker: I built it from the ground up.
• 1:18
  Speaker: Um, I worked for a corporate owned family entertainment
• 1:20
  Speaker: center for a while.
• 1:22
  Speaker: Um, and then I also worked for
• 1:24
  Speaker: one of the major game card, um,
• 1:26
  Speaker: companies.
• 1:26
  Speaker: So I've had a little bit of everything under my belt.
• 1:29
  Speaker: And, um, I just, I like to help
• 1:31
  Speaker: people, um, increase their
• 1:33
  Speaker: business.
• 1:34
  Speaker: That's fantastic.
• 1:35
  Speaker: So one of the things that we're
• 1:37
  Speaker: going to talk about today is
• 1:39
  Speaker: training, which of course, no
• 1:42
  Speaker: surprise, I work for trainer
• 1:43
  Speaker: attainment, big believer in
• 1:46
  Speaker: training.
• 1:47
  Speaker: I think a lot of times, uh,
• 1:49
  Speaker: folks hire people and think I'm
• 1:51
  Speaker: not going to waste my time and
• 1:52
  Speaker: training them because, you know,
• 1:54
  Speaker: they're going to be gone and,
• 1:56
  Speaker: and six weeks anyway or three
• 1:57
  Speaker: months.
• 1:58
  Speaker: So what's the point?
• 1:59
  Speaker: And I think it's just a tremendous mistake that a lot of
• 2:03
  Speaker: operators make, not investing in training from day one.
• 2:10
  Speaker: Right.
• 2:11
  Speaker: How important is it to start
• 2:13
  Speaker: that process literally as they
• 2:16
  Speaker: are starting?
• 2:17
  Speaker: I mean, turnover is one of your most expensive things, right?
• 2:21
  Speaker: It the cost to try to retrain somebody.
• 2:25
  Speaker: And I, it's not just in fix and,
• 2:29
  Speaker: you know, locations, but I can't
• 2:31
  Speaker: even tell you how many jobs I've
• 2:33
  Speaker: had personally that I've been
• 2:35
  Speaker: thrown to the wolves and
• 2:36
  Speaker: expected to figure it out
• 2:37
  Speaker: myself.
• 2:38
  Speaker: And it's, it leaves you with a
• 2:41
  Speaker: poor first impression of your
• 2:42
  Speaker: employer and where you're
• 2:44
  Speaker: working.
• 2:45
  Speaker: So I think it's, it's super important to have, um, some sort
• 2:49
  Speaker: of program, um, you know, a mentorship, something that gets
• 2:54
  Speaker: people, you know, to know what's expected of them.
• 2:58
  Speaker: You know, there's a lot of
• 2:58
  Speaker: people that that will come to me
• 3:01
  Speaker: and say, hey, you know, my
• 3:03
  Speaker: employees aren't doing this or
• 3:04
  Speaker: doing that.
• 3:05
  Speaker: Well, did you tell them like, you know, I know it's a simple
• 3:08
  Speaker: thing, but half the time they can't read your mind and they
• 3:11
  Speaker: just you think that they should know, but they don't.
• 3:16
  Speaker: Mhm.
• 3:17
  Speaker: And I love that mentorship.
• 3:19
  Speaker: Like when you first start, you
• 3:22
  Speaker: don't even know where the
• 3:23
  Speaker: bathroom is, much less anything
• 3:25
  Speaker: else.
• 3:26
  Speaker: And so, uh, and some folks think
• 3:28
  Speaker: the onboarding process is okay,
• 3:31
  Speaker: let me teach you how to clock in
• 3:32
  Speaker: and out.
• 3:33
  Speaker: Here's how to work the POS.
• 3:35
  Speaker: Okay, go your, your shift starts now.
• 3:38
  Speaker: Um, that's not a good onboarding process.
• 3:43
  Speaker: And I love the idea of, I like to call it a buddy.
• 3:47
  Speaker: Is that a buddy to that new person?
• 3:50
  Speaker: That that's the person that is
• 3:52
  Speaker: going to be there with them or
• 3:55
  Speaker: helping them and they're kind of
• 3:57
  Speaker: immediate go to The first six to
• 4:01
  Speaker: twelve weeks that they're
• 4:02
  Speaker: they're working.
• 4:04
  Speaker: It's it's crazy because you're, you know, when you start a new
• 4:07
  Speaker: job, your boss is scary, right?
• 4:09
  Speaker: Like you don't want to go ask the boss certain questions.
• 4:12
  Speaker: So to have somebody that's more
• 4:13
  Speaker: of a peer and, you know, I've
• 4:15
  Speaker: even seen this work successfully
• 4:17
  Speaker: in, in school classrooms, but
• 4:19
  Speaker: sometimes they'll put like third
• 4:20
  Speaker: and fourth graders together and
• 4:23
  Speaker: the older kids teach the younger
• 4:24
  Speaker: kids and they actually learn by
• 4:26
  Speaker: teaching.
• 4:26
  Speaker: Right?
• 4:27
  Speaker: So, um, you're not just helping
• 4:30
  Speaker: the one employee, you're helping
• 4:31
  Speaker: both, right?
• 4:32
  Speaker: The, the older employee that feels like, oh, yeah, I get a,
• 4:35
  Speaker: you know, I'm the big brother.
• 4:36
  Speaker: Big sister, right?
• 4:38
  Speaker: It gives you, you know, them
• 4:39
  Speaker: confidence in what they're doing
• 4:41
  Speaker: and saying, oh, the boss, you
• 4:42
  Speaker: know, sees me and acknowledges
• 4:44
  Speaker: that I, you know, I know my job
• 4:46
  Speaker: and you know, it, it helps both
• 4:48
  Speaker: people.
• 4:49
  Speaker: Absolutely.
• 4:50
  Speaker: And that that onboarding process
• 4:52
  Speaker: is so much more than just the
• 4:54
  Speaker: functions that you'll be doing
• 4:57
  Speaker: in the job, but creating a
• 4:59
  Speaker: culture.
• 5:00
  Speaker: Absolutely.
• 5:02
  Speaker: Yeah.
• 5:02
  Speaker: I mean, there's there's things
• 5:04
  Speaker: that you have to teach,
• 5:05
  Speaker: especially younger employees
• 5:07
  Speaker: like reading body language and,
• 5:09
  Speaker: um, how to react to different
• 5:11
  Speaker: situations.
• 5:12
  Speaker: So they're not just, you know,
• 5:14
  Speaker: like you said, clock in and
• 5:15
  Speaker: clock out.
• 5:15
  Speaker: It's, it's the, the soft skills
• 5:18
  Speaker: and, you know, they, they're not
• 5:21
  Speaker: being, you know, necessarily
• 5:23
  Speaker: taught that, you know, it's not
• 5:24
  Speaker: something that they're taught at
• 5:25
  Speaker: home, you know, it's, you know,
• 5:27
  Speaker: there's a lot of online
• 5:29
  Speaker: interactions.
• 5:30
  Speaker: So face to face interactions are scary.
• 5:32
  Speaker: Um, I mean, don't hold that against them.
• 5:34
  Speaker: You're just their new parent.
• 5:36
  Speaker: Guess what?
• 5:38
  Speaker: Absolutely, absolutely.
• 5:40
  Speaker: So yeah, I love the, the, that
• 5:42
  Speaker: you preach this because I do
• 5:44
  Speaker: too.
• 5:44
  Speaker: It's it starts training starts day one and the first minute
• 5:50
  Speaker: that they come in and it doesn't end after three weeks, it
• 5:54
  Speaker: doesn't end after six weeks or six months or six years.
• 5:58
  Speaker: That it's an ongoing process to continue their development, but
• 6:02
  Speaker: it definitely starts in the onboarding because that first
• 6:06
  Speaker: impression is really hard to overcome if it's a negative one.
• 6:10
  Speaker: Yeah.
• 6:10
  Speaker: And your, your ROI on it is so
• 6:13
  Speaker: much higher than any game or
• 6:15
  Speaker: attraction or anything that you
• 6:17
  Speaker: can purchase.
• 6:17
  Speaker: If you invest in your people, they will increase your revenue.
• 6:21
  Speaker: I guarantee one hundred percent, one hundred percent.
• 6:24
  Speaker: So we talked a little bit about the soft skills, which I think
• 6:27
  Speaker: is I always think it's funny that we call it soft skills
• 6:29
  Speaker: because man, they're hard.
• 6:31
  Speaker: Uh, right.
• 6:33
  Speaker: Um, but they, they play such a
• 6:36
  Speaker: big role in customer service and
• 6:40
  Speaker: especially for folks that, um,
• 6:43
  Speaker: maybe spend the majority of
• 6:45
  Speaker: their time interfacing on a
• 6:46
  Speaker: screen and not necessarily in
• 6:50
  Speaker: person.
• 6:51
  Speaker: The notion of customer service
• 6:52
  Speaker: might be somewhat foreign to
• 6:54
  Speaker: them.
• 6:55
  Speaker: Yeah.
• 6:55
  Speaker: I mean, I think teaching things like empathy, um, problem
• 6:59
  Speaker: solving, clear communication.
• 7:02
  Speaker: Um, when you, you know, somebody asks you for directions, not
• 7:05
  Speaker: just pointing, but taking somebody to the place.
• 7:08
  Speaker: Um, it's, it's the little things that are going to make a
• 7:10
  Speaker: difference in your business, but it's up to you to teach those
• 7:13
  Speaker: little things to your staff.
• 7:15
  Speaker: Um, you know, it comes second nature to you because you're the
• 7:18
  Speaker: owner or the manager and you're like, okay, well, yeah, of
• 7:20
  Speaker: course I would do that.
• 7:21
  Speaker: But it, it doesn't to your employees.
• 7:23
  Speaker: So, um, having some role
• 7:25
  Speaker: playing, um, scenarios and
• 7:28
  Speaker: things like that, but also
• 7:29
  Speaker: teaching your employees, your
• 7:31
  Speaker: company culture, like, hey, this
• 7:33
  Speaker: is, and you're not just going to
• 7:35
  Speaker: do that.
• 7:36
  Speaker: You're all of your people that work for you are going to do
• 7:39
  Speaker: that as well.
• 7:41
  Speaker: Absolutely.
• 7:42
  Speaker: And, you know, the role play, I think, is, is something that
• 7:46
  Speaker: people don't think much about, but there's in terms of
• 7:49
  Speaker: scheduling it in and doing that.
• 7:52
  Speaker: But my goodness, it's so valuable.
• 7:55
  Speaker: Yeah.
• 7:55
  Speaker: And, and have teaching them how to deal with complaints.
• 7:58
  Speaker: Right.
• 7:58
  Speaker: That's going to happen.
• 7:59
  Speaker: That's part of any business.
• 8:01
  Speaker: How to turn a negative experience into a positive one.
• 8:05
  Speaker: Um, those are the skills that they need.
• 8:08
  Speaker: And you know, I mean, clocking in is easy to teach.
• 8:11
  Speaker: Yeah, absolutely.
• 8:13
  Speaker: Absolutely.
• 8:14
  Speaker: Um, so a lot of times people think, well, you know,
• 8:17
  Speaker: definitely we have to train on our safety procedures, right?
• 8:22
  Speaker: Of, okay, this is a fire drill.
• 8:25
  Speaker: Um, and they put up the maps that they're required to have up
• 8:28
  Speaker: from, you know, the state of, here's the exits, here's,
• 8:32
  Speaker: here's, here's this, and you might talk about it once and
• 8:35
  Speaker: you're done, right.
• 8:36
  Speaker: You don't have to talk about it ever again.
• 8:39
  Speaker: Yeah, I think there's, I think there's more than just more than
• 8:42
  Speaker: just fire, right?
• 8:43
  Speaker: I mean, there's first aid
• 8:44
  Speaker: emergencies, what to do when a
• 8:47
  Speaker: kid gets hurt in your center,
• 8:49
  Speaker: drops a bowling ball on his
• 8:51
  Speaker: foot.
• 8:52
  Speaker: Um, you know, we would always bring ice cream and an ice pack.
• 8:55
  Speaker: And if they went for the ice cream, they probably weren't
• 8:57
  Speaker: hurt that much, right?
• 8:59
  Speaker: So, you know, it's, um, but, you
• 9:01
  Speaker: know, you, you have to have
• 9:02
  Speaker: procedures in place and how to
• 9:04
  Speaker: deal with it, how to deal with
• 9:06
  Speaker: things like, um, you know,
• 9:08
  Speaker: blood, if there's blood
• 9:09
  Speaker: somewhere, how to clean that up
• 9:11
  Speaker: properly without, you know,
• 9:12
  Speaker: infecting people.
• 9:14
  Speaker: Um, you know, I mean, even in school, they do, you know, first
• 9:17
  Speaker: person shooter drills, you know, what to do in those situations.
• 9:21
  Speaker: What happens if somebody comes
• 9:22
  Speaker: in and, you know, tries to rob
• 9:24
  Speaker: you?
• 9:24
  Speaker: Like, what's your employee supposed to do?
• 9:26
  Speaker: And you can't wait till they're in that scenario to have them
• 9:29
  Speaker: make that decision.
• 9:31
  Speaker: You have to prepare them.
• 9:32
  Speaker: Right.
• 9:33
  Speaker: And, you know, and it's not
• 9:35
  Speaker: about, well, we talked about it
• 9:36
  Speaker: once, right?
• 9:38
  Speaker: Yeah.
• 9:39
  Speaker: Well, we had, um, in, in my center, we had a, um, our pipes
• 9:44
  Speaker: froze and we had a flood.
• 9:45
  Speaker: So we flooded out our center right before a party weekend.
• 9:48
  Speaker: So, um, you know, we had to deal with that and how to cancel
• 9:53
  Speaker: parties and how to, you know, I mean, we actually sent them to
• 9:56
  Speaker: one of our competitors because we didn't want to ruin their day
• 9:59
  Speaker: because of this.
• 9:59
  Speaker: But, um, you know, it was something that I had no idea to
• 10:03
  Speaker: be even planning for, but it happened, you know, and, you
• 10:08
  Speaker: know, and it is about that safety and readiness.
• 10:13
  Speaker: It is about thinking about the most horrible things, the worst
• 10:17
  Speaker: things, the most unexpected things, and having the foresight
• 10:23
  Speaker: to know it could happen.
• 10:26
  Speaker: So what are we going to do when it does?
• 10:28
  Speaker: Because the last thing you want
• 10:30
  Speaker: is people not knowing what to do
• 10:33
  Speaker: and your centers when it does
• 10:35
  Speaker: happen.
• 10:35
  Speaker: And practicing just it makes it second nature, right?
• 10:39
  Speaker: So that's, that's why they do fire drills.
• 10:41
  Speaker: That's why they do, uh, first person shooter drills.
• 10:44
  Speaker: That's why they do those things in the school.
• 10:45
  Speaker: Because in the situation when your adrenaline kicks in, it has
• 10:49
  Speaker: to be second nature.
• 10:50
  Speaker: You're not going to be thinking straight.
• 10:53
  Speaker: That's right, that's right.
• 10:54
  Speaker: So, uh, doing it over and over
• 10:57
  Speaker: again, doing those drills,
• 10:59
  Speaker: having those regular trainings,
• 11:02
  Speaker: uh, not just when somebody first
• 11:05
  Speaker: starts, uh, but regularly
• 11:08
  Speaker: throughout the year is, is
• 11:09
  Speaker: essential for your, your
• 11:11
  Speaker: success.
• 11:12
  Speaker: I mean, there's still stuff to learn, right?
• 11:14
  Speaker: Like, I mean, we, we, we should
• 11:15
  Speaker: all be always in a learning
• 11:17
  Speaker: state.
• 11:18
  Speaker: Yeah, absolutely.
• 11:20
  Speaker: Uh, and when we talk about training, it's not just about,
• 11:28
  Speaker: hey, we want to make sure that Sally is the best person working
• 11:33
  Speaker: on the front desk, and that's all she'll ever be.
• 11:36
  Speaker: Right?
• 11:37
  Speaker: Yes.
• 11:38
  Speaker: Yeah.
• 11:38
  Speaker: Um, you know, cross training I feel is super important.
• 11:42
  Speaker: Um, having some sort of, I don't know, path or steps for people.
• 11:47
  Speaker: People want to move up, right?
• 11:49
  Speaker: They want to.
• 11:50
  Speaker: Nobody's happy being stagnant, being just the front greeter.
• 11:54
  Speaker: So, you know, we used to have, um, some different tests and
• 11:57
  Speaker: trainings for different things.
• 11:59
  Speaker: So hey, if you wanted to learn to be a party host, there was
• 12:01
  Speaker: two different levels, um, that you could get certified and then
• 12:04
  Speaker: you'd get a pin.
• 12:06
  Speaker: Um, so they'd have all their pins on their lanyards with, you
• 12:09
  Speaker: know, all the things that they've been certified in.
• 12:12
  Speaker: Um, so it was just, you know, it
• 12:13
  Speaker: didn't cost a lot, but it was
• 12:15
  Speaker: something that they could work
• 12:16
  Speaker: towards and feel like they were
• 12:19
  Speaker: having momentum, um, in their,
• 12:21
  Speaker: you know, learning process or
• 12:23
  Speaker: their careers.
• 12:24
  Speaker: Um, so, you know, I mean, I know
• 12:26
  Speaker: there's not a ton of upward
• 12:28
  Speaker: movement in, you know, fun
• 12:30
  Speaker: centers, but you can teach
• 12:31
  Speaker: people skills and give them
• 12:33
  Speaker: recognition for, for making
• 12:35
  Speaker: those, you know, cross training
• 12:37
  Speaker: and workshops and things like
• 12:38
  Speaker: that.
• 12:39
  Speaker: Um, one of the locations that I took over when, um, when I first
• 12:44
  Speaker: started, they had all the, all the ladies were working inside.
• 12:47
  Speaker: They were all the party hosts.
• 12:48
  Speaker: They were all the redemption and all the guys were working out at
• 12:51
  Speaker: the go karts.
• 12:52
  Speaker: And I was like, oh, no, this is going to change.
• 12:54
  Speaker: And so, you know, I had some of the guys come in and party host,
• 12:57
  Speaker: and I had some of the girls that became experts at go karts.
• 13:01
  Speaker: And, you know, I mean, you you have to think outside the box.
• 13:04
  Speaker: Some of my best party hosts were guys.
• 13:07
  Speaker: So, um, you know, they connected with the kids.
• 13:10
  Speaker: They connected with the moms, you know, it was, they were, you
• 13:13
  Speaker: know, you can't just put people in those boxes.
• 13:16
  Speaker: You have to let them, you know, grow and expand beyond, you
• 13:20
  Speaker: know, what you think they're just going to be good at.
• 13:22
  Speaker: Yeah, absolutely.
• 13:23
  Speaker: And, you know, not only does that help with retention of
• 13:27
  Speaker: keeping people longer because listen, if you told me, hey,
• 13:31
  Speaker: you're at the front desk and that's where you're going to be
• 13:33
  Speaker: for the rest of the time that you're here, I'm probably not
• 13:36
  Speaker: going to be there that long.
• 13:37
  Speaker: Right.
• 13:37
  Speaker: But if I see there's an opportunity to grow, uh, grow
• 13:43
  Speaker: with different job functions, grow with different
• 13:45
  Speaker: responsibilities, certainly pay that comes along with those
• 13:50
  Speaker: growth growth points.
• 13:51
  Speaker: And you're going to train me and help me learn how to get there.
• 13:56
  Speaker: okay.
• 13:56
  Speaker: I'm sticking with you and the.
• 13:59
  Speaker: And in the younger generations, the.
• 14:01
  Speaker: The pay isn't as important as
• 14:03
  Speaker: regularly celebrating those
• 14:05
  Speaker: achievements.
• 14:06
  Speaker: So that's why, you know, for for us, even if I couldn't afford to
• 14:10
  Speaker: give them a raise, giving them a pen and making a big deal of
• 14:13
  Speaker: their, their achievement was, was still a big deal.
• 14:17
  Speaker: It still mattered.
• 14:18
  Speaker: Yeah, absolutely.
• 14:20
  Speaker: Now, you mentioned some tests and some programs.
• 14:23
  Speaker: Um, how do you feel about
• 14:25
  Speaker: integrating technology into
• 14:29
  Speaker: training?
• 14:30
  Speaker: I think there is a lot of great resources for technology.
• 14:34
  Speaker: Um, when, you know, we had our laser tag, you know, system,
• 14:38
  Speaker: they had a, a certification that you could go through and watch
• 14:43
  Speaker: short videos and, you know, take little, little quizzes.
• 14:46
  Speaker: Um, I think everybody learns differently.
• 14:48
  Speaker: So some people need hands on,
• 14:50
  Speaker: some people need to read, some
• 14:52
  Speaker: people need to see a video or
• 14:54
  Speaker: visual learners.
• 14:55
  Speaker: Um, so, you know, having different tools that teach
• 14:58
  Speaker: people different ways and utilizing all of them, I think
• 15:02
  Speaker: is very important.
• 15:03
  Speaker: Um, and also, you know, gamifying your, you know, your
• 15:07
  Speaker: learning process, everybody wants to earn rewards.
• 15:11
  Speaker: Everybody wants to get, you know, level up, right?
• 15:14
  Speaker: So, you know, gamify your
• 15:16
  Speaker: learning and, um, let people
• 15:18
  Speaker: level up in their careers with
• 15:19
  Speaker: you.
• 15:20
  Speaker: Yeah, absolutely.
• 15:21
  Speaker: And I love the point about, you
• 15:23
  Speaker: know, it's our job to
• 15:24
  Speaker: accommodate the learning styles
• 15:27
  Speaker: of others that we can't just,
• 15:30
  Speaker: oh, this is the only way that we
• 15:32
  Speaker: train this.
• 15:32
  Speaker: This is the only way that I'm
• 15:34
  Speaker: going to tell you about this and
• 15:36
  Speaker: then be upset when they don't
• 15:38
  Speaker: get it.
• 15:39
  Speaker: If we're not willing to take a
• 15:42
  Speaker: moment and be like, how do you
• 15:44
  Speaker: learn?
• 15:45
  Speaker: What is your best way to learn?
• 15:46
  Speaker: Is it by doing?
• 15:47
  Speaker: Is it by watching?
• 15:49
  Speaker: Is it through an online course?
• 15:53
  Speaker: Is it through reading a book, right?
• 15:55
  Speaker: And it's different for all of us.
• 15:57
  Speaker: And if we're not accommodating
• 15:58
  Speaker: that, then we're kind of failing
• 16:00
  Speaker: them.
• 16:01
  Speaker: Well, and again, you can empower
• 16:03
  Speaker: your employees to do some of
• 16:04
  Speaker: this.
• 16:04
  Speaker: So this doesn't all just fall on you.
• 16:06
  Speaker: So, you know.
• 16:07
  Speaker: So maybe once a month you pick
• 16:09
  Speaker: an employee and say, all right,
• 16:10
  Speaker: what are you going to teach this
• 16:11
  Speaker: month?
• 16:12
  Speaker: Like they are on the floor.
• 16:13
  Speaker: They know what you know, what's
• 16:16
  Speaker: being missed by their, you know,
• 16:18
  Speaker: coworkers.
• 16:19
  Speaker: And they might have a skill that
• 16:20
  Speaker: you don't even know they have,
• 16:22
  Speaker: right?
• 16:22
  Speaker: Maybe they'll teach you how to
• 16:23
  Speaker: make a, um, a great TikTok
• 16:25
  Speaker: video.
• 16:26
  Speaker: Maybe they're an influencer and you don't know that.
• 16:28
  Speaker: So, um, you know, we also need to understand that we can learn
• 16:33
  Speaker: from our employees.
• 16:35
  Speaker: Um, I think a lot of people are
• 16:37
  Speaker: always, you know, hey, I'm the
• 16:38
  Speaker: boss, know you're the leader,
• 16:39
  Speaker: right?
• 16:40
  Speaker: So, um, you need to, to be a humble servant leader and, and
• 16:45
  Speaker: learn that they're the ones that are making your business run.
• 16:49
  Speaker: Mhm.
• 16:49
  Speaker: One hundred percent.
• 16:51
  Speaker: Uh, I love the, uh, the notion of each month having a different
• 16:57
  Speaker: employee teach something.
• 17:00
  Speaker: I think that is fantastic.
• 17:02
  Speaker: Yeah.
• 17:03
  Speaker: Yeah.
• 17:04
  Speaker: I mean, just powers them and and they, they learn by teaching.
• 17:08
  Speaker: Mhm.
• 17:09
  Speaker: Absolutely.
• 17:10
  Speaker: Um, the empowerment of that, but also the pride of I got picked
• 17:14
  Speaker: to do this, the recognition that, hey, they see me, they see
• 17:19
  Speaker: what I'm doing.
• 17:20
  Speaker: Um, I think, you know, is, is, is so great.
• 17:24
  Speaker: Uh, but, you know, sometimes you learn better from your peers
• 17:27
  Speaker: than you do from your boss.
• 17:29
  Speaker: Absolutely.
• 17:31
  Speaker: Yeah, absolutely.
• 17:32
  Speaker: Yeah.
• 17:32
  Speaker: So that's fantastic.
• 17:34
  Speaker: Uh, so yeah, so it's a, it's not just a one and done training.
• 17:39
  Speaker: Yeah.
• 17:39
  Speaker: It's, it's, it's a culture.
• 17:42
  Speaker: It should be your culture.
• 17:43
  Speaker: Um, it should be part of your culture ingrained.
• 17:46
  Speaker: Um, and, you know, your
• 17:48
  Speaker: employees shouldn't feel
• 17:49
  Speaker: stagnant.
• 17:51
  Speaker: Um, so, you know, so many times people are saying, we'll say,
• 17:55
  Speaker: we're so busy, we're so crazy.
• 17:58
  Speaker: We. When when are we going to have time to do this?
• 18:03
  Speaker: Uh, you know, I mean, you have to make time, right?
• 18:06
  Speaker: You you have to make time again.
• 18:07
  Speaker: This is your best ROI.
• 18:09
  Speaker: So, you know, you're going to spend the money, the time on a,
• 18:13
  Speaker: on a game on attraction.
• 18:15
  Speaker: And I sell games.
• 18:16
  Speaker: So, um, you know, for me to tell
• 18:18
  Speaker: you, hey, this is also something
• 18:20
  Speaker: you need to invest your money
• 18:21
  Speaker: in.
• 18:22
  Speaker: This is going to have your best ROI.
• 18:23
  Speaker: If you can retain your employees
• 18:25
  Speaker: and turn them into something
• 18:27
  Speaker: great, they're going to turn
• 18:28
  Speaker: your employees into or your
• 18:30
  Speaker: customers into something great,
• 18:31
  Speaker: right?
• 18:32
  Speaker: They're going to do upsells.
• 18:33
  Speaker: They're going to be invested in your business.
• 18:36
  Speaker: They're going to feel ownership in your business, and they're
• 18:38
  Speaker: going to do their best for you.
• 18:40
  Speaker: Um, and that all comes from your training and your culture.
• 18:44
  Speaker: Yeah, absolutely.
• 18:46
  Speaker: Um, you know, when we talk about the sort of the monthly, uh,
• 18:49
  Speaker: what are we going to learn this month kind of vibe and feel,
• 18:53
  Speaker: which I love.
• 18:55
  Speaker: Um, you know, do you encourage doing that?
• 18:57
  Speaker: You know, because it is hard to
• 18:58
  Speaker: get everyone together at the
• 18:59
  Speaker: same time.
• 19:01
  Speaker: Uh, you've got people that, that, uh, sometimes a lot of
• 19:05
  Speaker: your team are part time.
• 19:07
  Speaker: Um, they have school commitments
• 19:09
  Speaker: or perhaps another, uh, job or
• 19:11
  Speaker: family commitments, uh, getting
• 19:14
  Speaker: everybody all together at the
• 19:15
  Speaker: same time.
• 19:16
  Speaker: Then who's running the floor?
• 19:18
  Speaker: You know, how do you, how do you break that up?
• 19:21
  Speaker: How do you get it done?
• 19:22
  Speaker: Well, I mean, if you're, if you're not open twenty four
• 19:24
  Speaker: hours, there's probably time before or after.
• 19:27
  Speaker: Um, so we would usually do our
• 19:29
  Speaker: monthly meetings, um, either in
• 19:31
  Speaker: the evening after a shift
• 19:32
  Speaker: usually.
• 19:33
  Speaker: I mean, it's not going to be on the weekend, it's going to be on
• 19:35
  Speaker: a Monday or Tuesday or day that we're not open super late.
• 19:39
  Speaker: Um, and you know, we would do training, but we would also feed
• 19:43
  Speaker: them, we would have fun.
• 19:44
  Speaker: You know, it has to be fun.
• 19:46
  Speaker: Um, otherwise they're going to dread just showing up.
• 19:49
  Speaker: Um, but it wasn't, it wasn't optional.
• 19:52
  Speaker: It was part of, you know, hey, it was part of, you know, when
• 19:55
  Speaker: they got hired on, you know, hey, once a month, we're going
• 19:58
  Speaker: to have this.
• 19:59
  Speaker: And it's not not optional.
• 20:00
  Speaker: And obviously sometimes, you know, there's, there's reasons
• 20:03
  Speaker: people can't make it.
• 20:04
  Speaker: But that has to be, you know, the exception, not the rule.
• 20:07
  Speaker: Yeah, absolutely.
• 20:09
  Speaker: So prioritizing training,
• 20:11
  Speaker: understanding that, making sure
• 20:14
  Speaker: that you continue to train your
• 20:16
  Speaker: staff is just as important as
• 20:18
  Speaker: making sure that you are doing
• 20:22
  Speaker: your maintenance on your laser
• 20:24
  Speaker: tag facility or you're doing
• 20:26
  Speaker: your maintenance on your bowling
• 20:27
  Speaker: lanes, right?
• 20:29
  Speaker: It's, it's the same, if not more important to train, uh, than,
• 20:34
  Speaker: than the other.
• 20:35
  Speaker: You were, you know, maintaining your people, right?
• 20:38
  Speaker: They're, they're a resource.
• 20:39
  Speaker: They're just as important or more important than anything
• 20:42
  Speaker: else you have in your facility.
• 20:44
  Speaker: You know, I've, I've often said that there's you could put two
• 20:47
  Speaker: centers side by side, and one of them could have a sandbox in it.
• 20:52
  Speaker: And the most engaging employees and the other could have all the
• 20:55
  Speaker: latest, greatest attractions and employees that are not invested.
• 20:59
  Speaker: And your customers are going to the sandbox.
• 21:02
  Speaker: You know, they they don't care as much about the attraction as
• 21:05
  Speaker: they do about how they feel when they come into your center.
• 21:09
  Speaker: That's right, that's right.
• 21:10
  Speaker: And training makes it all happen.
• 21:12
  Speaker: It does.
• 21:12
  Speaker: Um, well, Amber, how can people get in touch with you?
• 21:18
  Speaker: Uh, so me, they can reach me at Lambert at betson dot com.
• 21:22
  Speaker: Um, you can go to betson dot com and reach any of our, our reps.
• 21:26
  Speaker: Um, we're, there's a ton of us
• 21:28
  Speaker: and we all have different skill
• 21:29
  Speaker: sets, but we're always here to
• 21:31
  Speaker: help.
• 21:32
  Speaker: Um, and I'm on all the social media, so connect with me.
• 21:36
  Speaker: Beautiful.
• 21:36
  Speaker: Alright, so it's time for our entertainment question.
• 21:38
  Speaker: Are you ready?
• 21:40
  Speaker: I'm ready.
• 21:41
  Speaker: Okay.
• 21:41
  Speaker: What do you do to grow others?
• 21:47
  Speaker: Um, I've been doing a lot of
• 21:49
  Speaker: speaking, um, trying to share
• 21:50
  Speaker: what I know, um, trying to teach
• 21:53
  Speaker: people some of the mistakes I
• 21:54
  Speaker: made.
• 21:55
  Speaker: So hopefully they can save some heartache and, um, not make some
• 21:58
  Speaker: of the same mistakes.
• 22:01
  Speaker: Beautiful.
• 22:01
  Speaker: I love sharing, sharing what we know.
• 22:04
  Speaker: And you know, for me, I know
• 22:07
  Speaker: that I have learned more in my
• 22:09
  Speaker: life, both professionally and
• 22:11
  Speaker: personally, from my failures,
• 22:13
  Speaker: from my missteps than I have for
• 22:16
  Speaker: my successes.
• 22:17
  Speaker: And, you know, having the
• 22:19
  Speaker: strength to share those with
• 22:21
  Speaker: others, I think is a beautiful
• 22:23
  Speaker: thing.
• 22:23
  Speaker: That's great.
• 22:24
  Speaker: Amber.
• 22:27
  Speaker: Uh, well, Amber, thank you always for your time.
• 22:30
  Speaker: Um, this has been so great.
• 22:31
  Speaker: And I hope that, uh, folks will start engaging in a more
• 22:36
  Speaker: rigorous training program.
• 22:38
  Speaker: Uh, but we definitely appreciate your time and your thoughts.
• 22:42
  Speaker: Yeah, absolutely.
• 22:43
  Speaker: Thank you.
• 22:44
  Speaker: Well, we hope today's
• 22:45
  Speaker: conversation has given you some
• 22:47
  Speaker: practical tools to help you
• 22:49
  Speaker: sharpen your edge and accelerate
• 22:51
  Speaker: your growth.
• 22:52
  Speaker: If you're ready to grow your team, your business or yourself.
• 22:56
  Speaker: Contact us at the Growth Pro
• 22:58
  Speaker: group dot com and set up a free
• 23:00
  Speaker: growth call with one of our
• 23:02
  Speaker: coaches.
• 23:03
  Speaker: Once again, a special thanks to
• 23:05
  Speaker: our sponsors In-bed Party Center
• 23:08
  Speaker: software.
• 23:09
  Speaker: In a global sense, Knox, Schaefer and roller for all that
• 23:13
  Speaker: they do to help us bring you the Growth Pro edge.
• 23:17
  Speaker: And until next time, I'm Denise
• 23:20
  Speaker: Killian with the Growth Pro
• 23:21
  Speaker: Group.
• 23:22
  Speaker: Keep learning, keep growing and
• 23:24
  Speaker: keep striving for the
• 23:26
  Speaker: extraordinary.