Today, I spent the whole day at the PCSO Lotto Training Center to attend to the training of my new Staff who will be the back-up of my Lotto Operator and to help out when the customer load is too much for both my supervisor and operator.
Most small business entrepreneur will frown at this move and say it is just extra expense and waste of money. I do not look at it that way for the following reasons:
1. You cannot train a new-hire and expect her to be a skilled Lotto Operator overnight just at the time your operator resigns. It takes time for the new hire to get over the learning curve. Rushing the process will just cost you loss of money by way of wrong change and aggravation.
2. You cannot make the Lotto customer wait in line too long. (They will just go to the next-door Lotto Outlet)
3. It is difficult to forecast peak loads in the Lotto business as business fluctuates as when other Lotto outlets are off-line but not you, the jackpot is small and people tend to bet small, calamities rendering Lotto outlets without generators to close down for the day.
4. Lastly, I do not advice pirating an experienced Lotto Operator as that person may also e experienced in manipulating the funds of the Lotto outlet, reselling winning Scratch It Cards that have already been paid to customers and numerous other fraud that only an experienced Lotto operator will know.
The Guiding Principle is Good Customer Service is Good Business.
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