Opening new stores requires careful planning and consistent training to ensure success. In our recent webinar, L&D experts Mac Capitosti and Trisha Bovell shared valuable insights on how they manage training for their respective brands, &pizza and Big Chicken, during rapid expansion. With experiences ranging from opening dozens of locations to maintaining high-quality standards, the panelists offered three key takeaways on how to scale training for new store openings efficiently.
Consistency is Key to Long-Term Success
Both panelists emphasized the importance of maintaining consistency during rapid expansion. Trisha Bovell, Head of Training at Big Chicken, noted that without consistency, brands risk losing their essence and quality. Big Chicken's mission is to create 250 million smiles, and consistency is vital to achieving that goal. By using tools like Opus, which centralizes training materials, Trisha’s team ensures that every store opening follows the same high-quality standards across locations, whether in traditional restaurants or non-traditional venues like arenas or cruise ships.
Mac Capitosti of &pizza echoed similar sentiments, highlighting that even though growth is important, consistency plays a crucial role in maintaining a brand's identity. Mac's team focuses on standardizing food safety, core values, and operational procedures to ensure that every &pizza location offers the same exceptional experience to guests, regardless of its location.
Blended Learning Increases Engagement
Training new staff can be overwhelming, especially in fast-paced environments. Both Big Chicken and &pizza have found success by integrating blended learning approaches into their training programs. Trisha shared that Big Chicken uses a mix of classroom learning, digital modules, and hands-on training to keep employees engaged throughout the process. This approach ensures that learning remains dynamic and interactive, rather than relying solely on digital courses or in-person instruction.
Mac agreed, stating that his team also blends in-person training with Opus's digital platform to create a holistic learning experience. By using methods like "popcorn reading" (where participants take turns reading aloud), the teams ensure that trainees stay engaged and attentive. This interactive approach allows trainees to better retain information while practicing real-world skills in a controlled environment.
Adaptability is Essential for Continuous Improvement
As companies grow and expand into new markets, it’s important to stay adaptable. Both Mac and Trisha shared examples of how their teams have adjusted their training programs based on real-world experiences. Trisha explained that initially, Big Chicken’s digital training modules were too straightforward and didn’t engage employees as expected. Her team revamped the process by creating "game plans" that combined digital learning with classroom training and hands-on experience, ensuring a more engaging and effective program.
Mac also highlighted the importance of adapting training based on different market needs. At &pizza, for instance, they continually iterate their culture orientation day to build strong connections between new team members and the company’s values. This focus on culture helps align employees with the brand's mission, making it easier to maintain high standards even during rapid expansion.
Scaling up training for new store openings requires a balanced approach of consistency, engagement, and adaptability. By leveraging blended learning techniques and staying open to continuous improvement, brands like Big Chicken and &pizza have been able to successfully grow while maintaining their core values and quality standards. As these brands continue to expand, their training processes evolve, offering valuable lessons for any organization looking to scale effectively.
