By Alex Koons
Training new team members is never easy. It’s challenging for them, demanding on the shop, and a true test of patience for everyone involved. But here’s the truth: Effective training isn’t just about teaching the basics—it’s about giving your team the tools they need to thrive. That’s where the Three P’s come into play: Policy, Process and Patience.
Here’s how they work:
1. Policy. Every new hire needs to understand the rules of the game. Clear policies set expectations and guide them through various situations. Policies create a foundation of confidence and consistency, helping your team navigate their roles with clarity.
2. Process. Once they understand the what, it’s time to teach the how. Processes are the step-by-step systems for getting things done, whether it’s prepping ingredients, handling customer interactions or troubleshooting challenges. A strong process ensures consistency, efficiency and quality across the board.
3. Patience. This is where things can get messy—literally. Mistakes will happen. New team members will burn pizzas, mishandle orders and drop the ball on occasion. These missteps might sting, especially when they affect the customer experience, but here’s the silver lining: Mistakes are where real learning happens.
Related: Meet Alex Koons, the marketing madman behind Hot Tongue Pizza
It’s tough to watch errors unfold, especially when you know they might cost the business. But some mistakes are worth the hit because they create invaluable lessons. No one becomes a pro overnight, and giving your team room to mess up (and then learn from it) builds resilience and growth. It’s in those imperfect moments that real magic can happen.
Why the 3 P’s Matter
This approach requires effort, especially in an industry with high turnover rates. But focusing on the Three P’s isn’t just about surviving the day-to-day; it’s about investing in your team for the long haul. By equipping them with clear policies, proven processes and a bit of patience, you’re creating a team that’s more likely to stick around, grow and succeed.
So, whether you’re training a line cook or mentoring your next shift leader, remember: Every mistake is a stepping stone to mastery. Give your team the time and space to fail, learn and improve. A little patience today can lead to a stronger, more prepared team tomorrow—and who knows? You might just discover something extraordinary along the way.
Here’s to progress, one P at a time!
Alex Koons is an industry consultant, host of the popular Pie 2 Pie podcast, and the owner of Hot Tongue Pizza and Purgatory Pizza, both in Los Angeles.
