Train on the real thing, before go-live
One session, on the fully configured system, with your actual menu or catalog. Not a demo, not a video. Everyone rings up ten practice transactions including a void, a refund and a split payment.
Make a one-page cheat sheet
The five things people forget, printed and taped next to each station.
- How to void versus refund
- How to apply a discount and who can
- How to split a check or tender
- How to 86 an item
- Who to call when stuck
Designate one person as the expert
Train one staff member deeper than everyone else. On shift, questions go to them first. It scales better than everyone calling the owner.
Cover the edge cases, not just the happy path
Most training covers a normal sale and stops there. Also walk through a declined card, a customer who wants to split three ways, a return with no receipt, and what happens if the internet drops mid-transaction.
Match training to role
A cashier needs speed and the discount and void workflow. A manager needs reporting, refunds, and how to adjust the schedule or catalog. Don't teach everyone everything — teach each role what they'll actually touch.
Have support available on day one
Go live on a slow day, fully staffed, with someone reachable all day. Every question answered on day one is a problem that doesn't repeat for six months.
Reinforce in the first week
A quick five-minute check-in after each of the first few shifts catches small habits before they become permanent workarounds. Ask what felt slow or confusing while it's still fresh.