I have a prospect (in the food and drinks sector) who is concerned that their delivery drivers are not projecting the positive, friendly, and efficient company image they would like. They also feel that their drivers could benefit from gaining an insight into customer peception, communication, etc..
I wondered if anyone had had experience of this sort of training (again, specifically for drivers) that they could either recommend or otherwise.
Our business provides our client with audio learning which allows other staff in the business to develop skills while they travel, but we don't see it as being appropriate here due to a lack of motivation amongst the drivers to make changes.
Any thoughts gratefully appreciated.
Graeme Ventris
Director
Journey Learning Ltd
Graeme Ventris
3 Responses
are they “Just” delivery drivers?
I was involved in a programme a couple of years ago for a company whose delivery drivers were the only face to face contact between co and customer.
The programme was far more holistic than just training drivers; it included branding, image and a different sales message, all delivered predominantly by the drivers. The drivers concerned were not 100% keen on the changes needed but they bought in in sufficient numbers (after a two day training event. )However, it did result in a total turnaround of failing business for the company.
I’m happy to discuss this more if you want.
Just Delivery Drivers
Russel is absolutely right to describe them as just drivers because that seems to be how they are behaving.
BUt I think you will find it very difficult to train them to be any other way.
Their behaviour is the result of the way that they are treated.
If you want them to behave as ambasadors for the company then that is the way that they have to be treated.
They have to be given what they need to do the job that you want. Their opinions have to be listened to, their experience valued. They have to be treated as you would treat an ambasador and then they will become.
You can’t change the way that people feel about what they do through training. You can do it by taking responsibility for then changing the environment that they work in.
Thanks
Thanks Peter and Russell for your comments. It was useful to mention your thoughts during a subsequent discussion and they’ve been useful in developing ideas.
Graeme Ventris
Journey Learning