# 060 Training and motivation of employees

Great Clips – what an appropriate name for the Salon business!

When I went in for a hair cut in the neighborhood, I was pleasantly surprised not at the usual clean and hygiene setting but to hear a musical chime on the opening the door at the entrance and the warm ‘welcome to Great Clips’ from one of the stylist working on a customer which was genuine and not the synthetic one encounters in 5 star hotels. When I was having my hair cut, a customer entered she gave out the welcome message observing that there is no one at the front desk. “Pl have a seat,” she said, “someone will attend to you shortly.” This customer acknowledged , sat down, Great Clips”

Then I found that it is big a chain of nearly 4000 franchised salon brand with online check in service and ‘Clip Notes’, a software that allows stylists to keep notes on a customer’s haircut and is accessible at any Great Clips salon. AT more than 35000 employees, it has more persons working than some of the MNCs like Inetrtek!

What I noted was the person who attended to me was quite sincere and professional unlike Star and Sitara (Big Bazar) which started well but closed down their operations within 2/3 years. While it employee attrition is common, it is the ongoing training the employees receive not only to learn advanced skills and the latest trends but in customer relations that seems to be making the difference.

# 014 Qulaity is providing training effectively

Today during the course of the audit I waxed eloquent to my client on the importance providing training before assigning jobs to any staff.I knew much of it didn't go into his head.

Fortunately for me during lunch, help came from unexpected but familiar quarters - the waiter in the restaurant.This is what happened.

First the waiter reached across the table and served some dish to me.my mutterings about poor training largely went unnoticed.Then he served gravy to another guest when what was actually asked was for Chicken pieces.Now the other was more vocal and got noticed by my client too. Next when I asked for "Dal" to be served for the "chappatis" in my plate but was served  "rice" all were almost getting irritated. Poor training was more than evident when he brought "plain rice" instead of "curd rice". But the icing on the cake was when he returned the bill with balance amount to me though it was my client who made the payment!!

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