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When a few years ago Sarah Casalan became the president of UPS Store, Inc., spent a week working in one of the stores. It is a customary experience for the company’s leadership that is aimed at ensuring insight into what the franchisees and customers could use help. Indeed, insight appeared on the first day of Casalan in the store – in the type of a large stack of binders. “My head of instructional design would say that she very clearly remembers the day of this phone,” he says with a laugh.
For Casalan, it was immediately clear that all these documents were the flawed approach. And since then she heard from operators that a more sophisticated system was needed to organize employees. The binder training is traces of the origin of the franchise in the Eighties, and not a way you involve employees in the Nineteen Twenties. Thus, in 2024, the company successfully launched its first digital mobile training system friendly for devices. He says that interactive training modules are much more nice for employees – and much more of the twenty first century.
“The magic of the UPS store is happening without a prescription,” explains Casalan. “If you can’t satisfy someone’s needs or solve their over -the -counter problems, it is terrifying and ruins your day – we must make sure [employees] They are very quickly authorized by all knowledge. “
Although the company officially began so as to add self-service kiosks in stores in 2023, customers still prefer the White-Glove service. This improved training helps to make sure that customers can get satisfactory services as quickly as possible, even in more occupational locations – and this is one of the ways in which the UPS store remained at the top. This is the ninth yr of the company in a row in the top ten franchise 500, and its thirty fifth yr in a row as #1 in its category.
Ultimately, nonetheless, a recent training system – which is able to proceed to evolve in the coming yr – this is greater than a customer experience. This is a part of the company’s major efforts to higher support franchisees. Another results of this effort: his internal franchise consultants served 35 or more UPS stores each. Many of them now have on average lower than 30 to provide them more time with each franchisee. “We support our franchisees to help them achieve their goals faster so that they can support [their customers,] Owners of small companies in their community, “says Casalan. “We put all our efforts around it and I think it made the difference.”