New Store Opening Training
In an earlier blog post, we shared details about our Management Education Program (MEP), which provides leadership education and development for managers throughout our organization. Our Training Department also provides New Store Opening (NSO) Training for all associates opening a new America’s Best and Eyeglass World store.
About NSO Training
The Training Department began providing NSO Training in 2006. After acquiring America’s Best in 2005 and deciding to make this entity the growth brand of NVI, we knew we needed to prepare our associates for success by facilitating intensive training before the opening of a store. The same logic was applied to Eyeglass World when it was added to the NVI family in 2009.
This week long training is mandatory for all associates opening a new store. Throughout the week, associates are reminded that they are in a safe zone and that our trainers are there to facilitate and foster an environment of learning.
The style of learning begins with a boardroom or U-shaped set-up in the beginning of the week, allowing for a more collaborative environment, and ends with a more traditional classroom setting that allows for more hands-on training to occur.
During this time, associates receive training on the following topics:
- All about National Vision, America’s Best & Eyeglass World
- Code of Excellence
- Net Promoter Score & Net Detractor Score
- The Prescription
- Lens Product Knowledge – Materials, Packages, Styles & Options
- Frame Product Knowledge – Parts & Materials
- Basic Optical Measurements
- Lifestyle Selling
- Contact Lenses
- Frame Styling
- Customer Service
The curriculum of NSO Training is constantly changing, evolving and improving. Because it’s instructor led, our trainers (Learning Specialists) can make adjustments each week, as warranted, to ensure that everything is fresh and current.
Fun Facts About NSO
Since 2006, our Learning Specialists have trained 452 new America’s Best and Eyeglass World stores, over 3600 new associates and have spent over 4000 nights on the road (that’s nearly 11 years!).
Rodger Craddock, the General Manager of America’s Best store 5247 in Albany, Oregon says:
“I’ve been with NVI for 2 years now. Prior to opening this location I was with our WalMart division. I was extremely excited to have the opportunity to make the switch over to America’s Best, and open the new store. I was also extremely nervous because I was opening a new location with a new staff. With the exception of my Eyeglass Manager, every member of my staff would be new to optical. However my nerves were put to rest quickly after the first few hours of NSO training. The week training gave my team the knowledge to feel confident selling and dispensing contacts and eyeglasses! My team came away with more knowledge after the first week, than I learned in my first month in optical. I am extremely grateful for the NSO training! Without it my store would not be running nearly as smooth as it is now.”
Carrie Villalva, the General Manager of Eyeglass World store 8510 in Escondido, California says:
“NSO Training was a fast paced, comprehensive, practical, overview of all the things we would be doing in a few short weeks in our brand new store. We were so excited! It was the first time we all got a good look at who our team was going to be. Learning together was an important step in coming together as a team. ”
She then adds…
“Our Trainer, Mike, presented a mountain of information in an engaging, structured manner, always checking back for learning with fun activities to measure our progress. This was my favorite part of NSO. Not only could I see the progress we were making, which was reassuring, but I could also see our individual personalities and strengths start to gel. Mike and the training team, together with the wonderful resource materials we received, gave us a foundation in basics that I reflect on daily. It is easy with the challenges of opening a new store to lose sight of the basics. Thanks to the Training Team we have a foundation to coach to and guide us through our first days and into our future.”
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