Associate Training Unlocks Customer Loyalty

February 2013 Integrated Solutions For Retailers

By Bob Johns, associate editor

This farm and home supply retailer improved employee productivity and customer service by implementing a self-service training solution.

Race Brothers Farm and Home Supply is a regional retailer consisting of three stores bringing in about $20 million in revenue. The company employs more than 100 people and primarily focuses on the retail farm supply business. Each of the stores is run by a separate management team. While new technologies had been integrated over the years, the company still struggled with how to be more productive without adding personnel and their associated costs. After visiting a supplier’s facility and seeing how great its employees were, the answer was clear — training. “We realized that we were so focused on working with the upper-level management, we had lost sight of the fact that we have over 100 people that can help us achieve our goals,” says Roy Mason, VP and manager at Race Brothers.