This Waffle House Video Parody Nails 4 Keys to Great Employee Training. Here’s Why
This Waffle House Video Parody Nails 4 Keys to Great Employee Training. Here’s Why
Fake training videos for the chain are all over social media, but this one got some effective principles for training just right.
Photo: Getty Images
Waffle House is an iconic restaurant chain throughout the southern United States, known for its breakfasts, service, and reputation as an information hub during natural disasters. Even when it’s not really the Waffle House, it gets a lot of love. A viral parody of a Waffle House training video by Paid Vacation Comedy is racking up views online—while striking a surprising balance between satire and solid training advice. Lines such as “Fight feelings, not customers,” have people watching and sharing.
https://www.instagram.com/p/DKzRkpHujew/?utm_source=ig_embed&utm_campaign=embed_video_watch_again
It’s an absolutely hilarious video, but it’s also an excellent example of how a training video should be done. It focuses on what the employees actually need, not a generalized set of training points that could be plucked up and put in front of employees at just any restaurant.
Here’s what makes it such a good example for effective training.
It focuses on the company culture
Personally, I love Waffle House. However, it does have a reputation for being different than fine dining establishments—or even a chain like McDonald’s.
So the training doesn’t focus on solutions that would work at another restaurant–it focuses on the interactions that (theoretically) could occur at a Waffle House. Rather than telling employees to simply use standard customer service platitudes, it brings it back around to the specific aspects of Waffle House culture.
How you can adapt: Your training should be focused on your culture, not generalized principles. What makes your company unique? Use that to ensure employees—and especially your new hires—know what is and is not acceptable at your company. Embrace our differences.
The video shows how the employee benefits, not just the company
One mistake that training often makes is that it focuses only on the company’s success. Yes, you want your company to succeed, and having properly trained employees helps that happen, but your employees won’t embrace it until they see how it benefits them.
Lines like “When a situation like this arises, we know it’s tempting to throw hands, but court dates cut into smoke breaks” and “you can’t collect tips from jail,” really show how using the de-escalation techniques will benefit the employee, even if the specifics are a bit exaggerated.
How you can adapt: While the fake training video is all about getting laughs, think about how your policies and practices support employees. If there isn’t a benefit to the employee, then maybe you shouldn’t be doing it. Engaged and happy employees perform at a much higher level than unhappy employees. Is there a bonus for compliance? Does it make the day go better? Figure out why following these practices benefit your employees and include it in your training.
The training ties directly into KPIs
Focusing on employee success and happiness is essential, but if you don’t hit your company’s key performance indicators, you won’t have much of a business for your happy employees.
People don’t like to do things just because the boss told them to do it. People who understand why are much more likely to comply.
First, the video talks about how to use de-esclation techniques (“What the *$&%$ did you expect? This is Waffle House”) and then shows how that will lead to reaching specific goals:
· Reduce physical altercations by 12 percent
· Lower chair-throwing incidents to under 3 per quarter
· Ensure all fights are at least 6 feet from the grill
· Lower the number of fights started by employees by at least 10 percent
· Call 911 if it’s really bad
How you can adapt: Your training should align with the company’s goals, as well as departmental or personal objectives. Let people know what you want to achieve and how this will help the company achieve that. Understanding the whys really does make a difference.
Humor can help with training
Not everything is funny, but your training can be. Why does humor matter? Well, humor actually helps us learn and remember. And your employees are far more likely to talk about the content with each other if it is funny.
By bringing humor into the very dull yet very important subject of conflict de-escalation, the video showed that serious subjects don’t have to be boring.
How you can adapt: Please don’t be boring. If your training people aren’t funny, don’t try to force them to be so (that can be worse!), but try to hire training people that are interesting. While there can be a lot of technical and boring aspects of workplace training, you don’t have to deliver it in a boring fashion.
Use examples and case studies, for instance. We respond to storytelling much like we respond to humor. Use things that people will remember, and your training will be much more effective.
What the real Waffle House thinks
We aren’t sure yet. I reached out to Waffle House, and if I hear back, I’ll update. But, I suspect they will find it positive. It’s clearly a parody and a well made one at that. Regardless, it’s still an excellent example of how to make a training video. And I’m looking forward to training video this one teased, “What to do when a customer brings a raccoon inside.”
The Customer's Perspective
Incorporating humor into your training program no only breaks up the monotony but also helps with retention. Be creative and include your employees in the process. Trust me, they will have some incredible examples of things they have experienced.
We are here with creative ideas to help your team connect with your customers. Give us a call.
EXPERT OPINION BY SUZANNE LUCAS AND CARL PHILLIPS
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