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Marketing Analysis Of You’ve Been Nailed

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Question:

Discuss about the Marketing Analysis of  You’ve Been Nailed.
 
 

Answer:

One method to conduct training needs analysis

Since the organization’s “You’ve Been Nailed” main function if to provide customer service the best method for conducting  training needs analysis is ‘customer comment cards’. This comment card is the major source of information regarding the drawbacks and the deficiencies present in the services an organization is providing to the customers (Torres & Kline, 2013). Hays and Singer (2012) also stated that customers indicate specific areas that need improvement in the services which helps an organization to make strategic changes like incorporating additional facilities and giving training to the staffs. The company You’ve Been Nailed should design a feedback form that comprise of question related to their services and behavior of the staffs.

Four clear measurable learning outcomes for proposed training plan for addressing the issue

The four learning outcomes for training plan are:

Objective 1: To make the employees aware of the organizational business culture

The training provided to the staffs related to the organizational goals and objectives is necessary so that they can make themselves ware of the mission and vision of the organization (Nadler & Nadler, 2012). This is important so that every staffs of the ‘You’ve Been Nailed’ can fulfill the objectives through their services to the clients.

Objective 2: To make the employee lean about the soft skills

Sisson and Adams (2013) depict that soft skills comprises of social skills, communication skills, social intelligence and emotional intelligence. Training in soft skills allows the staffs to maintain an effective rapport with the clients and develop a positive image regarding the organization.

Objective 3: To make the employee indentify about the customer grievance

A service company should listen and understand the customer’s requirement with effectiveness and resolve their queries and if these aspects are absent in the staffs, they need training regarding how to identify the customer grievance (Parsons et al., 2012). Staffs of the concerned organization behave rudely with the customers and also do not assist them with detailed information. Thus, this objective allows them to overcome the drawbacks.

Objective 4: To provide computer training so that they can apply the offer currently going on the organization

The case study highlight that the staffs does not know how to calculate the combo price on the cash register. Thus, computer training needs to be included so that staff can handle all the ongoing offers and apply the same in the system. Achim and Al Kassim (2015) portrays that computer training is not only required for becoming more dependent on computers but it will also allow the staffs to accomplish their desired responsibility faster with accuracy. 

 

Detailed training plan

Required areas for training 

Elements for the training needs

Outcome from the training

Estimated time for the completion of the training session

Detailed discussion on organizational business culture

·         Employees should be made aware of the organizational culture.

·         Knowledge on the pricing platelets and ongoing offers to clients

·         Knowledge regarding rules and regulations followed in the company

·         Proper information on the target for the staffs and benefits given to them if they achieve the set individual goals. 

·         This session allow people to follow the etiquettes of the organization for the staffs as well as the users

·         The knowledge of the offers allows them to make people understand about their services.

·         Staffs are also able to outperform for attaining the maximum benefits offered by the company.

1 month

Soft skill training

·         Training on communication skills to build effective interpersonal relationship with clients

·         Training on proper body language and telephonic conversation to make people learn but the ongoing offers and the services available in the salon

·         Focusing on teamwork soft skills for developing proficient working environment

·         Training on accepting and learning from criticism

·         Staffs are able to handle clients professionally.

·         Staffs are also able to work in collaboration and showcase their skills in providing quality services to the users.  

·         Staffs are also able to identify the areas where they can make improvements

2- 3 Months

Handling clients/on job training

·         Training on how to implement the requirement of the clients with the services offered to them.

·         Training on utilizing professional verbal skills while dealing with clients.

·         Training for processing manicures and pedicures with the new equipments implemented in the organization.

·         Staffs are able to accomplish their individual goals

·         They can also behave with modesty with the clients

·         Staffs are also able to improve their professional skills and satisfy the users proficiently.  

2- 4 Months

Computer training

·         Training on computer basics

·         Training on the handling of software that is used in the organization

·         All staffs can handle the computer system efficiently

·         Staffs can use the company’s software to implement the offers and then produce the bill to the clients

·         Staffs can gain knowledge how the organizational proceeds with the daily operations

1- 2 Months

 
 

Reference List

Achim, N., & Al Kassim, A. (2015). Computer usage: the impact of computer anxiety and computer self-efficacy. Procedia-Social and Behavioral Sciences, 172, 701-708.

Hays, R.T. and Singer, M.J. (2012). Simulation fidelity in training system design: Bridging the gap between reality and training. Springer Science & Business Media.

Torres, E., & Kline, S. (2013). From customer satisfaction to customer delight: Creating a new standard of service for the hotel industry. International Journal of Contemporary Hospitality Management, 25(5), 642-659.

Nadler, Z., & Nadler, L. (2012). Designing training programs. Routledge.

Parsons, M. B., Rollyson, J. H., & Reid, D. H. (2012). Evidence-based staff training: A guide for practitioners. Behavior analysis in practice, 5(2), 2-11.

Sisson, L. G., & Adams, A. R. (2013). Essential hospitality management competencies: The importance of soft skills. Journal of Hospitality & Tourism Education, 25(3), 131-145.

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