Regional service station and cafe operator, Bowser Bean, has been actively addressing industry challenges such as skills shortages and the shifting role of service stations, through an innovative new training program. 
With well-trained staff such an important element of customer service and business success, Bowser Bean has taken an innovative approach for all its staff to learn and develop via a distance-learning modular course, through multi-location software solution, FranConnect. The new program, named the Daily Grind enables team members to complete training from wherever and whenever they want. Something of huge benefit to a business covering such a large area of regional Australia.
“We needed a better way to communicate with our frontline staff – the most important people in our business when it comes to addressing customer needs,” says Bowser Bean In-house Counsel Jane Tierney. “The new system ensures all our staff have the highest proficiency of skills for their role, while at the same time meeting all the external regulatory requirements including in relation to food safety and forecourt management. Now we know we’re always exceeding expectations.”
“On top of vocational training, we also ensure we are offering added care for our staff such as a suite of mental health modules – something important to everyone.”
Addressing the manager-level skills shortage
With a national skills shortage across service stations at the manager level, in-house training offers an excellent way for petro-convenience retailers and food businesses to seek out and prepare new managers to work in the business. “Rather than try and fill the positions we have externally, we can now build and train our own managers through FranConnect”, Ms Tierney added.
“Our managers must have a unique skill set, such as the capacity to drive growth, and business development. Through a modular training program that builds over time, we can offer this professional development to selected team members; these are also great skills for them to have throughout their careers.”
Changing industry landscape
As the service station industry adapts to meet growing consumer demands, such as the introduction of electric cars, convenience-based retail centres, more premium food offerings, healthier foods, and increased shopping choices, training often doesn’t keep up with the rate of change.
“Our industry is an evolving space – there is a question mark about what a traditional servo is and what it’s going to become. This creates a gap between business operations and a company’s training practices. It’s a nationwide challenge and we believe we’re on the front foot”, Ms Tierney said.
“Food services are increasingly becoming a large part of service station operations, but across the industry we haven’t seen enough of the training that is required to facilitate this shift. Our training program ensures our team are skilled and resourced to grow with the evolving needs of the business.”
“FranConnect offers us communications with staff, learning management for their training, and operational solutions too, so it’s a great platform to guide us through these changes.”
