RETAILING continued
team is grounded with the same training, we are setting a foundation for a consistent customer experience regardless of who is behind the counter. Now, let’s take a look at the fill station is one of the most important systems in the dive center. You can’t get your air or nitrox tanks filled online or at the gas station. Every individual who operates the fill station must be properly trained with proper documentation. There are also recertification requirements. Taking the time to check on everyone's credentials and schedule the needed time to ensure the team is ready to go. Another system that may not get a lot of attention is the point-of-sales system. My article from March 2025, “POS Systems - The Heart of Your Operation” outlined the value they bring to the dive center. Each system has unique features and functions that are designed for the business to operate smoothly. Training the team in how to use these features and functions properly is essential to efficient operation as well and improved customer experience. Standard processes help to ensure consistency. Their value
is only achieved when the team executes on them. Therefore, it is imperative to take the time to train on the processes de- veloped or used by the dive center. Whether it be industry- level processes like gas-blending or locally created processes, like intake for service. Consistency is only developed when training is done. One final area to cover is technical training. A couple of examples include visual tank inspector and regulator service technician training. These areas have recurring certification requirements and it is imperative that individuals are current with their certifications. It is too easy to let them lapse if we haven’t made the time for training. Final Thoughts: Our time is finite. It is also valuable. We decide each day how we are going to invest our time. Often, when pressed to get the myriad of tasks completed, cancelling or postponing scheduled training may seem like a way to
solve the pressing needs. Sometimes this is un- avoidable. However, businesses should carefully weigh the longer term aspects and criticality of making time for training.
email Jeff
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