How, when and by whom do you train your employees?

"Fuel Desk cashiers are trained by the lead cashier on the shift that the new cashier will be working. Additionally, neces­sary training is done by the su­pervisor or manager."
- Barbara Roitz, Little America

"We have someone on our staff to train new cashiers. Our store manager goes through the necessary training videos for safety and sale of tobacco and alcohol before the new person is put behind the till. However, it's always train and retrain."
- Faye Featherly, Travelers' Oasis

"I am currently training the frontline personnel here at the Bells Silver Creek Station and we have a foodservice man­ager who trains our production per­sonnel. Typically we use a hands-on approach to maximize our impact on customer satisfaction, the goal being to create a consistent atmosphere here that our shoppers can count on. We under­stand that the frontline employees will have the greatest impact on our custom­ers, that being said our training system educates our clerks on how important it is to create a positive experience for the customer. The belief I hold is that train­ing and education are never complete.”
- Jake McFee, Bells Silver Creel

"We do two to three hours of new hire training and orientation that I do with them, then we have a service training and a suggestive selling train­ing. We have three franchise locations within our facilities—Caribou Cof­fee, Pizza Hut and Subway. They all provide outstanding training materi­als and we don’t eliminate anything out of that. For each of our work centers, our employees undergo train­ing on their primary work center and then eventually, after 90 days in their primary work center, they will be cross trained. We rely on peer train­ers to do the training. To become a peer trainer, our employees apply and they are usually our high-potential employees. We try to have more than one peer trainer for each area so they don’t get burned out. For example, at our fuel desk we have four peer train­ers. Our new hires can spend a month or more doing training. In their last shift with a peer trainer, the trainer does an honest assessment. If they aren’t ready for their work station, we will do more training or we may de­cide to move them into another area until their ready. Our diesel sales can be the most complicated, so if they aren’t ready for that, we will keep them on the gas side while they con­tinue to train on the diesel.”
- Ericka Shapekahm, Coffee Cup Fuel Stops & Convenience Stores, Inc.



This article originally ran in Stop Watch magazineStop Watch provides in-depth content to assist NATSO members in improving their travel plaza business operations.

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Darren Schulte

Darren Schulte serves as Vice President of Membership at NATSO. In this role, he directs recruitment, retention and customer service for truckstop and travel plaza members. He is also responsible for developing NATSO products and programs, particularly those relating to education, research and training for truckstop and travel plaza operators. Schulte also leads NATSO's Profitable Retail Review program. A Profitable Retail Review is a custom assessment of your truckstop, including recommendations for every aspect of your facility, from actionable ideas to improve revenue to tactical ways to improve your net operating costs. Schulte joined NATSO with nearly three decades of experience in truckstop and travel plaza operations and merchandising. Schulte has worked for: Love's Travel Stops and Country Stores, HESS Corporation, Petro Stopping Centers, and TSC Global/Barjan LLC.More
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