Housewares Awards Grid RETAILER 2018 USE..qxp_Layout 1 20/08/2018 11:59 Page 31
2018 Finalists Excellence in retail training Criteria: This award is for a retailer’s approach to training for its team. This could be an on-going training programme or specific training initiative that has been instigated (or been particularly significant) in the last year.
l Borough Kitchen
l Essentials, Hazlemere
l Lawsons
Enhancements to support the retailer’s training strategy include small group induction sessions with discussions on the ‘whys’ of Borough Kitchen’s approach - how it started and its strategy - as well as product training. It has also introduced a weekly conference call that anyone can join to, for example share experiences and business performance, as well as new product sheets/emails.
In 2017, Thomas Rutland, the shop’s assistant manager, attended the Foundation Programme of the Oxford Summer School. Matt Fendall, its shop manager has completed the Academy Programme. The benefits are huge as the confidence and knowledge instilled in both of them is filtering down to the staff all the time. Thomas is also completing his third distance learning course organised by bira training.
Lawsons holds weekly training sessions for all staff to focus on product and statutory requirements such as first aid, health and safety and fire drills. The retailer regularly invites suppliers to come and demonstrate and train staff in-store. Lawsons also works closely with suppliers for its annual food festival where staff work alongside them demonstrating and selling product to customers.
l Leekes
l Potters Cookshop,
l Steamer Trading
The many aspects of Leekes’ training includes detailed product training carried out by supplier representatives as well as core skills training carried out in store. The team are trained in customer service and then monitored using mystery shoppers (with recognition then given to the staff who score 100%). Besides staff training, refresher courses are run regularly for the existing team.
Hockley
Changing the retail field team and moving to a district manager structure has ensured that colleagues at Steamer Trading, Divertimenti and Kitchens all receive a regular training focus for both product and operational knowledge. Training has also included a focus on the Reduce Waste and Re-use story and mentoring on the Localism message, including shopping locally for the best food and how to cook it.
Every month one or two staff members take a product home to use. Then they makes a presentation to colleagues about it (as though they were a customer using it for the first time). This gives personal experience to share with consumers, helps staff members become passionate about products, and is also “a great laugh and bonds our team together even more!”
With a pedigree and history dating back to 1912, Tower Housewares has the experience and excellence in manufacture and distribution of cookware, housewares and kitchen appliances to millions of households across the globe. Building the brand with products distributed across Europe and China, Tower has become a name synonymous with outstanding performance, exceptional quality and unbeatable value. www.towerhousewares.co.uk PROGRESSIVE
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