-Who: Through my interviews I got a better idea of who is and is not a part of the market for my service. The ones who fell inside of my market tended to be business owners who have only been in business for 10 or less years, and business owners who experience higher turnover. The ones who fell outside of my market tended to be more tenured business owners and those who have a dedicated staff.
- My first interviewee was a business owner who has been in business for 15 years and has a very low turnover rate. He said that he would not use the service as it is not a need for his business.
-3 of my other interviewees were business owners of less than 10 years. Two of them have very high turnover rates, and one has a very low turnover. The two with higher turnover said that they would be likely to use the service. The other one said she likely would not, as she has a dedicated staff of very friendly employees.
-My other interviewee has been in business for 25 years, but within the last three years turnover has become an issue. He said that he was very indecisive as he has never had a need for this in the past, but now that he is doing so much more hiring he might would consider it.
-What: All of my interviewees agreed that the training is very important, but the biggest factor is what the culture of the business is like. If the environment is not one that is positive and upbeat, the employees are not as likely to really stick to customer service procedures, no matter how much training they get.
-Why: The need for customer service training is present in every retail establishment. The need differs in each business though. Some businesses have a bigger need than others, and some businesses need different methods of training than others. This all depends on the environment in the business, how dedicated the staff are, and how many people are being hired at one time.
Inside the market Outside the market
Who: New business owners Tenured business owners
Businesses with high turnover Business with low turnover
Businesses hiring many people at a time Businesses hiring fewer
What: To train employees better Ensure they stick with it
To help businesses boost morale Keep morale high in hostile work environment
Why: Businesses can't handle the training of a high number of employees
Businesses can't get their employees to be consistently friendly
New business owners are not experienced in this aspect of training.
Once again good job with the post. The more I read the more interested I am in the direction you're going. I like that you separated the necessary interviews and summarized the ones that were similar to each other, leaving only the relevant information. You clearly captured the idea of who falls in what boundary. This was well thought out.
ReplyDeleteHey Robert,
ReplyDeleteI really enjoyed reading this post,I was interested the whole time and after reading this I wanted to go back and read your earlier blog posts. I think that you did a good job with this blog post, including the way you formatted it. I like how you made it clear exactly who you interviewed and why you chose them.
Hey Robert, great concept, it would definitely be useful in jobs like mine, and other independently owned food businesses where there isn't a concrete training regimen or standard way of doing things. This business could be big on preventing inadvertent OSHA violations, so you should definitely advertise that as an incentive for utilizing this service. Hopefully this helps and good luck developing it.
ReplyDelete