Darlings of Chelsea

The Problem

Darlings expanded quickly, driven by the passion of their founder John Darling. Before long, John was employing 30 people and realised he needed to offer career development paths for his staff. The organic approach to training and onboarding new staff, was for existing team members to offer support as and when they were available.

As Darlings expanded to multiple locations, this approach to learning and development of staff became more difficult to manage and deliver. The standard of service varied from site to site as a result of some employees not receiving as much training and development as others.

The Solution

Working with eLamb, Darling’s created proper training paths for onboarding new staff and upskilling existing staff on new products and services offered by the company.

The training was added to their own LMS, which helped team members learn in regular bite sized amount of time and gave the head office the ability to monitor where each team member was along their training pathway.

The Results

Service levels improved and standardised across all the dealerships, resulting in less customer service complaints through head office and improved business performance.