Case study 1 – Andrea’s Training Dilema

Andrea ran a busy retail store in London. Andrea was well liked and her store looked immaculate. However Andrea was beginning to feel tired and worn out.

“There is just not enough time in the day to do all the jobs and tasks that I am being asked to do.”she thought.

To the outside world Andrea was performing to extremely high standards but her Area Manager began to notice that Andrea was not her usual bouncy self. Behind the scenes all was not well and the staff were unmotivated,bored and not completing their jobs properly and store standards in certain places were beginning to slip.

Her Area Manager was concerned and began a conversation with Andrea to find out why she was tired and why jobs and tasks were not being completed properly. It transpired that Andrea was trying to do everything on her own. She had decided that she could not trust any member of her team to do the jobs required as they would not meet her standards.

Andrea’s Area Manager asked about the TRAINING and development of her store team. Andrea had replied,

“I have too much to do and TRAINING is just not a priority. The delivery comes in on a Thursday am. I have staff on holiday,I have to cover the shop floor and put out the delivery as only I know where the stock goes. I have a huge list of jobs to do and then I have to serve customers to meet my sales targets. The staff are lazy and disinterested. It’s a miracle if they turn up to work on time. If I ask them to complete a task I find it is not completed properly.So I am better off doing it myself!

Andrea’s very wise Area Manager said that they would investigate further and asked to see the store team. The stores supervisor was out spoken and known for honest criticism.

“Andrea does not train us. We have not had staff training for weeks. We all want to help her but we do not know how to. We all feel left out and the information is not passed on to us. It is not that we are lazy it is because we have not been shown. Is there a TRAINING programme?

Andrea’s Area Manager went back to her with the findings. I know exactly how to help you Andrea, but it will involve you TRAINING your team. Lets put in place a regular training day and conduct staff training sent out by Head office. Your team are willing to learn and develop and it is your responsibility to ensure this happens.

“Do you agree?”

Andrea agreed to a 3 month turn around and planned in staff training on a regular basis each week. Over the 3 month period Andrea was less tired, the store standards excelled to even higher standards and the store team were very happy.

I am so pleased I have trained my team thought Andrea, as it lets me get on with other exciting duties.

Are you Andrea?