CASE STUDY 1

Holiday runs over 500 gasoline and convenience stores throughout the Northern Midwest with more than 5,000 employees. In-store associates not only make up the largest segment, but they also form the core of the company.

“Holiday is a great company to work for and we have many employees that started in the stores including myself and our Senior Vice President of Operations. Our training and development helps with morale and confidence-building, not just for in-store associates in their current positions, but for future opportunities as well,” Rick Phipps, Head of Training

and Development, Holiday Companies.

Holiday Stations first came to Brainier looking for knowledge and performance solutions to increase in-store associates’ growth and engagement. That was 15 years ago, and the companies have enjoyed a strong partnership ever since.

The secret to Holiday’s success is an incredible in-store experience, a wide array of high-quality, delicious food items, and friendly efficient service provided by the In-Store Associates. As a result, many loyal customers will stop in at the start of their day, come back for lunch, and again for a late snack or early dinner on their way home from work.

Training makes all the difference to customers and associates Holiday understands that well-trained associates are typically more engaged and produce at a higher rate than an untrained employee. Trained associates are better with customer service, are more efficient, and they execute store programs a lot better. Program execution and customer service is the backbone for generating profits.

To ensure this quality of service and execution, Holiday Stores used Brainier’s Knowledge and Performance Solutions to employ thorough “live training” programs for each In-Store Associate, managed by the Store Manager, and assisted by senior associates designated as Training Mentors.

“Our training and development helps with morale and confidence-building, not just for In-Store Associates in their

current positions, but for future opportunities as well.”

Brainier Helps Holiday StationStores® Empower a Thriving Culture

CASE STUDY 1

About Holiday StationStores®

EDUCATE

Increasing Employee Engagement and Customer Loyalty

Rick Phipps - Head of Training and Development, Holiday Companies

CASE STUDY 1

• In-Store Associates, the life-blood of the organization, are now better equipped to do their job with greater excellence, engagement, and confidence. • In-Store Training Mentors are more empowered, as they see their positive impact. • Management at all levels ensures that each employee has access to the essential knowledge they need—whenever and wherever they need it. • The entire organization enjoys a thriving and empowered culture where everyone can advance and grow.• Most importantly, Holiday customers appreciate an incredible in-store experience and service, which keeps them coming back, each and every day.

RESULTS

Holiday’s previous training system couldn’t guarantee the consistent and transparent training experience that was critical to maintaining Holiday’s high standards. Updates were difficult, took too much time, and there was no real-time tracking for the most important “live training.”

Associates receive the right knowledge and the same opportunity to practice“Implementing Brainier’s Knowledge and Performance Solutions enabled a new level of employee engagement and ultimately led to empowerment,” as Rick Phipps explained. “Brainier delivers a consistent training curriculum ensuring that each employee gets the same information and opportunity to practice what they are being taught so that they can perform well when they’re serving customers at the register or on the sales floor.”

ENGAGE

Providing Consistent and transparent

Training

The real-time tracking capabilities of Brainier helped to empower all levels of Holiday’s management to ensure the right type of training happened for each employee while allowing for immediate actions when needed. “With Brainier, we’re able to structure our curriculum so each step of the live training is tracked. It has helped all levels of management because we are updated on tracking information daily. It shows who’s trained and on what programs. Brainier enables us to see where there are some gaps in training and helps us to create action plans to get that gap covered in a timely fashion,” Rick Phipps, Head of Training and Development, Holiday Companies.

EMPOWER

Real-time TrackingMakes All

the Difference

Over 92% of Employeesare Fully Trained at

Any Giving Time

“At Brainier, our team strives to go beyond excellent customer service to establish long-term relationships. With our

team’s help, Holiday was able to customize and leverage Brainier’s tracking capabilities, so now anyone can access

this up-to-date information when and where it’s needed.”

Jenny Ellingen - VP Customer Experience and Marketing, Brainier

Call us at 800.487.3393 or visit us online at www.brainier.com.