Training your team
Your staff do not need to know the platform. They need to know the four or five screens their job actually touches, and they need to have used them once before a customer is standing in front of them.
This page is what to teach whom, and roughly how long it takes.
Practise without real money
Before anyone touches a live booking, put them in sandbox mode. Bookings behave normally, cards are simulated, and nothing reaches a real customer or a real bank account.
The Take a test booking item on your home checklist walks through one end to end. Run each staff member through it during their first shift.
See Sandbox for how to switch modes.
The cost of a staff member's first mistake is zero in sandbox and a refund, an apology and a chargeback risk in live. Every operator who trains in sandbox first says the same thing afterwards.
EDU Academy
Admin > Learn is the built-in training library. It runs two tracks:
- Launch — a five-day plan that takes a new account from sign-up to live. It tracks your real data rather than your self-assessment: the fleet day ticks off when inventory with pricing genuinely exists, the go-live day when the location is actually live. The days are the same ones in the go-live checklist.
- Core — ongoing training on individual areas, for staff joining later or for features you turn on down the track.
Progress appears on your home page as Continue your training, showing how many modules are complete.
Account credits are attached to some modules. When one is available, the offer and any credit you have already earned are shown on that card.
What each role needs
Front counter and dock staff
Role: Staff. About 45 minutes.
They will spend their entire day in four screens.
| Screen | What they do |
|---|---|
| Today's Hub | See what is happening today, in order |
| Journey board | Check customers in, assign assets, check them out |
| Walk-ups | Take a booking from someone standing at the counter |
| POS register | Sell fuel, merchandise and add-ons |
Teach in this order:
- Find today's bookings and read the board.
- Check in a customer, including handling an unsigned waiver.
- Assign a specific asset to a booking.
- Take a walk-up from scratch, including payment.
- Check a customer back in, including a late return.
- Take a POS sale and close the till. See Till closing.
Unsigned waivers and late returns are the two situations where new staff freeze, because both involve telling a customer something they do not want to hear. Rehearse both explicitly, including what they are allowed to decide on their own and when to fetch a manager.
Managers and supervisors
Role: Manager. About 90 minutes, on top of the staff training.
Everything above, plus:
| Screen | What they do |
|---|---|
| Bookings | Amend, reschedule and cancel |
| Orders | Take payment, issue refunds, resolve balances |
| Calendar | See and manage capacity |
| Payment failures | Recover declined cards |
| Maintenance | Take an asset out of service |
| Staffing > Schedule | Build the roster |
Teach in this order:
- Reschedule a booking, and understand what happens to money already paid.
- Issue a partial refund, and a full one.
- Take an asset out of service and see it disappear from availability.
- Handle a damage deposit: hold, capture, release.
- Read the daily flash and know which numbers matter.
- Override a price, and know when they are allowed to.
Owners and admins
Role: Admin. Ongoing.
Everything above, plus the things that only need doing occasionally and are expensive to get wrong:
- Ledger and exports for your accountant
- Analytics for what is actually selling
- Store settings for taxes, fees and policy
- Staff management for access
- Subscription for your plan and invoices
- Chargebacks for disputes
A practical training session
Ninety minutes, in your own account, in sandbox, with the staff who will actually do the work.
| Time | What |
|---|---|
| 0:00 | Each person logs in on the device they will really use. Phone, tablet or counter terminal |
| 0:10 | Walk the board together. What is today, what is late, what is unassigned |
| 0:20 | Each person checks in a booking, unassisted. You watch and say nothing |
| 0:35 | Each person takes a walk-up with payment |
| 0:50 | Each person handles a late return and an unsigned waiver |
| 1:05 | POS sale and till close |
| 1:20 | Questions, and write down every "what do I do if..." |
That last list is your real training gap. Answer it, and turn the answers into your own one-page cheat sheet for the counter.
Staff access and devices
- Invite staff under Admin > Staff management and assign them to the locations they work at. See Staff.
- The staff portal gives them their schedule, shifts and swaps without full platform access.
- Staff can clock in and out from their own phone. See Staff tracking and Timesheets.
- Set up shift swaps before the season rather than during it.
Most dock staff need the Staff role and nothing more. It keeps settings, pricing and refunds out of reach of someone whose job is to hand over a key, which protects them as much as it protects you.