Better business through training
Car park operator Q-Park looks at the business benefits of professional staff training and development
It ought to go without saying that people are the cornerstone of a successful business, with a well-trained workforce having a measurable impact on company performance and profits. The parking industry, however, is not traditionally a sector known for its staff training ethos, frequently relying onthe absolute basics for most employee training. It is not uncommon for new staff to simply be shown the ropes by a co-worker, given a generic booklet on health and safety then left to their own devices.
The parking industry, as per every other sector, operates in a fiercely competitive environment, and the importance of implementing well-designed staff training as a key tool for achieving and maintaining profitability cannot be overlooked. Rather than being at the bottom of a spending priorities list — if at all — the place for training investment should be right at the top.
Improved business performance
Effective staff training undoubtedly has a very positive impact on business, with research clearly indicating thatthe more employers invest in training and developing their employees, the more secure and successful their businesses are.Overall, the right training produces a rise in the quality and flexibility of a company’s services through good work safety practices, better customer service and increased efficiency. It increases staff retention and reduces staff turnover, which for the parking industry is particularly significant. Estimates currently suggest that good selection, induction and on-going training in the sector reduce staff turnover by 50%. For operators such as Q-Park, who have an extensive and carefully designed staff training programme, that figure is regularly far higher.
Good training also boosts staff morale and job satisfaction, improves skills such as communication and time management, increases staff reliability, and engenders greater company loyalty. Theeffects ripple throughout the company, moving from increased efficiency and productivity on toimproved customer satisfaction and consequently healthier revenues.
Training strategies for the sector
Training that makes a difference to parking operators’ businesses has to completely disassociate from the old methods of doing things. A few days orientation for a new employee who is then thrown in at the deep end is completely counter-productive. Companies in key industries recognise that spending weeks and months familiarising every new employee with its business, products, culture, policies and even its competition through professionally structured training programmes is vital - and there is no reason for the parking industry to be any different.
Training programmes must be expertly structured to ensure each and every employee benefits in the best possible way. They should also be continually assessed and improved to reflect organisational changes, industry developments and commercial realities. Programmes need to be developed and rolled out by fully qualified personnel, with companies lacking professional in-house training development and management resources wise to consider buying in external consultancy services.
Effective training also needs to be tailored to individuals and to encompass both internal and external courses. Q-Park, for example, identifies exact requirements through regular interactive staff appraisals, with frank and open discussions enabling training needs to be raised and agreed on by both the employee and the appraiser. In this way, training is undertaken willingly, with the investment far more likely to pay dividends.
Programmes should be as comprehensive and inclusive as possible. Q-Park runs a very extensive programme encompassing every inch of the business from top to toe and delivered in phased stages. Included are in-depth classroom-based and site training courses for new parking hosts; coaching, mentoring and leadership skills training; company-wide seminars to share best practices; quality management courses; on-going health and safety courses; communication skills training; and IT courses. Q-Park also backs all training courses with a detailed purpose written handbook for both reference and practical exercises. Crucially, the company makes on-going training opportunities an integral part of its ethos, so that employees can fulfill their potential within the company, and do not have to seek alternative employment in order to progress in their career.
The simple message for the sector is to recognise the enormous business value of a well-trained workforce and to target spending accordingly — it will be the best investment you’ve ever made.
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For further information on Q-Park or for photography, please contact Marketing on 0870 442 0104 or email marketing@-park.co.uk
