Training helps retain employees

Employees who continue to learn become better at their jobs. This fosters confidence, enjoyment, and motivation. Supermarket manager Nick Smits of Jumbo Aalst-Waalre sees this in practice. Summa developed two training courses specifically for Jumbo. Participants are positive. “This will become a standard part of the program for new employees.”

Due to the tight labor market, employers need to take a different approach to personnel. Finding new people is difficult. That is why it is smart to take good care of the people who are already there. Retention is the new recruitment, says Nick. “Fortunately, turnover among our staff is low. I would like to keep it that way. That is why I asked employees what they would like to learn. Their answer was that they wanted to become stronger in customer contact. How do you deal with aggression? What do you do if someone faints? And how do you help customers properly and courteously?”

Together with Jumbo, Summa developed two training courses: safety and hospitality. Each training consists of five evenings of one and a half hours. The first safety training for eight employees has just been completed. “Great,” says Nick about the training. “They were practical evenings. Employees received useful tips and practiced with an actor. That worked very well.” The police and the Red Cross also participated. “That made the training special. It was a good idea for Summa to involve these parties.”

One exercise stuck with Nick in particular. “It involved a situation with potentially counterfeit money. There were accusations and denials back and forth. The police were called in. But ultimately, the money turned out not to be fake. We were so focused on the customer's behavior that we forgot to check the money. That was very educational.” The employees were just as enthusiastic as Nick. “They have already signed up for the hospitality training later this year.”

Nick wants to make the training mandatory for new employees. “Many young people like to bury themselves in their smartphones. They find it difficult to approach customers directly or make phone calls. These training sessions make them more confident.” He looks back with satisfaction on the collaboration with Summa. “The content was good, the trainer understood the group well, and an hour and a half right after dinner worked perfectly. This will definitely be followed up.”