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Train about two weeks before go-live. Close enough that it is still fresh, far enough that people can ask questions before it counts. Teach each role the handful of things its own job requires and stop there. Nobody needs the whole admin, and a role scoped at Set up your business keeps the session short. Start everyone with five minutes on the layout: Home, the sidebar, and the top navigation. People who can find an area stop asking where things are.

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Train the counter

Cover six things, in this order: Hand each of them Day one at the counter. It is that shift in one printable page, and it names the thing to settle before the first one: a Member cannot capture a deposit or refund a payment.

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Train the warehouse

Cover four things: Hand each of them Day one in the warehouse. It is that shift in one printable page, and it names the trap a new warehouse employee falls into first: a grade written in Condition does not make a unit sellable.
Teach the four from Check availability, Stock codes and barcodes, Reserve a stock item, Intake and grading and Buffer times and fulfillment fields.

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Done when

  • Each counter person has taken a booking and closed a return, unaided, in front of you.
  • Each warehouse person has answered an availability question and explained why the answer was no.
  • Everyone can reach the area they work in without being told where it is.
  • The people who will be on shift on go-live day are the people you trained.

Launch path

The whole path, in order.

Test your processes

The previous step.

Go live

The next step: the switch itself.

Day one at the counter

The counter shift in one page, written to hand over.

Day one in the warehouse

The warehouse shift in one page, written to hand over.

Users & Roles

Giving each person the access their job needs.