Tips for Store Leaders by Stan Phelps

Implement mentorship programs to encourage knowledge sharing and support among employees.

Capital One runs a Buddy Assimilation Program. The program matches veterans with newcomers. “Buddies” show the newbies around, have lunch with them, and act as a resource. After a month of training, new employees work “in the nest” for two weeks fielding incoming calls with plenty of support. Hands go up whenever a trainee has a question, and a roving supervisor runs over to help. Once on their own, employees work within teams. But they’re never far from a helping hand as team leaders and “floor walkers” decked in bright red and yellow vests are always available to answer questions.

Tip: Pair experienced employees with newcomers to facilitate learning and professional development.