Training Passport Program

1. Training Passport Program Beth Patrick Director, HR and Risk Management Ace Hardware Home Centers, Inc.

2. Training Passport Development History and program overview • Identified key areas for development • One area was onboarding • New associates are a huge investment of time and money • Worth investing in a step-by-step process that is easy, measurable and accountable Leave today knowing • How to replicate this program in your own store • How the program works, tips for success and how we have overcome obstacles • How this program is integrated with an associate 60 day review

3. Purpose Introduce new associates to the Ace store and set the stage for their success • Essential skills and behaviors to perform their job at a high level • Passport is learner driven • Focused on providing amazing customer service and reinforces behaviors of Helpful 101 and metrics of Vision 2020 • Measurable, accountable and models the “tell, show, do” training style

4. How does it work? New associate is given Training Passport on their first day • Must have the Passport physically with them at all times while working (not in locker, not in car) • Can wear the Passport with break-away safety lanyard or keep it in a pocket • Associate puts their name, hire date and review date (60 day) on the front of the Passport

5. How does it work? • Each page of the Passport starts easier and gets more challenging • Associate masters each item in the Passport and demonstrates mastery to a Manager or Training Coordinator • When Manager or Training Coordinator is confident the associate has truly learned the item, they sign off/initial the Passport (reverse accountability) • Remember “Tell, Show, Do” • Store Specific Items” section-training topics that may only be specific to certain stores (hunting/fishing licenses)

6. What goes along with the Passport? • “Magic Question” button worn on vest or apron • S.A.L.E.S. process expectations card ALL associates and managers wear the button and have a card to reinforce positive behavior

7. Managers & Training Coordinators • Motivate seasoned associates to be helpful and encouraging as new associates ask for their help • Working hard to accomplish training objectives in a specific time frame • Plan for first 7 days • Mentor Program and Sample New Hire Training Schedule • 2 week “check in’s”, schedule on calendar • Make sure on track with the Passport • Meeting or exceeding expectations

8. Mentor Program

9. Managers & Training Coordinators • Support, coach, encourage, delegate • Rotate associate to all areas of the store to continue learning/mastery • Award certificate and bonus check and make it a celebration in front of other associates and customers if possible

10. Seasoned Associates/Mentors • Run through all of the items in the Passport with seasoned associates • All new associates are being taught the same way by all involved • Do all seasoned associates know all of the items in the Passport? • Could this be a good teaching opportunity as a “refresher” for seasoned associates? • Mentors • Support, coach, encourage, delegate • Give feedback to Managers/Training Coordinators

11. What is the expectation? Passport is a tool for associates to know what is expected of them and by when • Training Passport is to be completed by the associate in their first 60 days • Serves as 60 day review • Teach associates they are responsible for taking the initiative to complete the Passport • Not in this alone: entire store team is behind them with mentors, training coordinators and management

12. 60 Day Review 60 Day Training Evaluation • Walk the sales floor with associate • Have them demonstrate their skills on the Training Evaluation* • Ask questions from the Passport • Verify their mastery of items signed by a Manager or Training Coordinator Successful completion of the Passport by 60 day review • Completion certificate and a $50 bonus • A pay increase at 60 days is not automatic • Merit raise may be given to associates demonstrating abilities far above expectations *Training Evaluation template from Kathy Fujiwara, Pioneer Ace Hardware-Hawaii

13. Tips for Success • Training Coordinators • Communication binder • Visual motivation • Strong mentor program • First 7 days • 2 week “check in’s”

14. Overcoming Obstacles • Too busy • Training does not fit the position the associate was hired for • Seasoned associate knowledge and training responsibility • Printing costs • Associates who do not complete the Passport at 60 days • Assess the contributing factors • Plan for completion • Progressive discipline • Coach, verbal warning, written warning

15. Next Steps • Determine if this program is a good fit for your store and get the ball rolling! • Get your management team excited and on board with the process • Designate Training Coordinators • Be sure to “tell, show, do” as you teach new associates the skills they need to be successful • Reap the reward of having a staff that is cross trained and sees the importance of creating an amazing customer experience • Stick to the program even when it is the busy season to get the maximum return on investment with a well trained staff

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