Waitrose “partners” share their passion for service : Accelerated training ensures all employees are up to speed

Purpose – This paper aims to describe the origins, practical application and outcomes of the Fresh on Service accelerated‐training scheme for employees at UK supermarket chain Waitrose, who are known as “partners” because they share ownership of the company. Design/methodology/approach – The paper details how the training was delivered and presents the views of some of the people who have experienced it. Findings – The paper reveals that the successful use of non‐management partners to train colleagues in branch on how to deliver great service ensured a high level of buy‐in. The two‐day, out‐of‐branch course was made up of managers and non‐management partners. This meant that both were learning together and therefore fostered further links in their branches. It also encouraged more team‐based communication and problem solving. The allocation of a trainer or facilitator for each branch throughout the training period helped to ensure the credibility of the program and allowed better implementation. Practical implications – The paper shows that the program raised individual partners' confidence to deliver great service by inspiring, among other things, a “can‐do” attitude. Originality/value – The paper emphasizes that the program has made a tangible difference to customer service.