Webinar Recap: May

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Guest Speaker:  Krystina Lacek Developed a successful training system with a 2-3 year average retention. Empowers her team to grow inside the store at their own pace, rewarding small accomplishments.  Explains her training system, including training positions and passports.

 

Webinar Recap: How Krystina Lacek Scaled a Rockstar Training Program

This month’s OneClick webinar was an absolute standout thanks to guest speaker Krystina Lacek, who delivered a deeply insightful walk-through of how her team built a scalable, structured, and retention-focused training program across two high-volume Chick-fil-A stores.

If you’re looking to level up your training strategy, her system is the blueprint. Here are the top takeaways:

 

🔧 Building Training That Actually Works

Krystina’s approach is a masterclass in intentional training design:

• Layered Training Levels: She broke development into clearly defined tiers—New Hire Checklist, Level 1–3, plus Cross-Training—each tied to targeted raises.
• Clear Progression = Motivation: Raises start small (25¢ per level), but frequent progress builds momentum. Trainers and team members both understand what to teach and expect.

“The more complex or accuracy-heavy the position, the higher the level. Bagging food? That’s a Level 3. Getting your drink? That’s Level 1.”

 

📘 OneClick Passports as a Training Engine

Passports were customized not just for documentation, but to standardize training across all trainers.

• Every procedure is documented, linked, and checkable.
• Trainers know exactly what to cover—no guessing.
• Team members can track their own progress and request new training directly.

This prevents the “guesswork” of old-school job shadowing and makes consistent excellence attainable across a 300+ person team.

 

🟦 Bubble Ratings Done Right

Krystina simplified the OneClick rating system into a clear visual language:

• Blue = Good. Red = Still Learning.
• Red isn't bad—it simply signals to leadership that the team member isn't ready for solo work (yet).
• Ratings update over time to reflect progress, and everyone knows where they stand.

“Whether it’s blue or red, training happened—and that’s what matters for documentation and raises.”

 

🎯 Built-In Accountability = Higher Retention

Krystina’s program isn’t just a checklist—it’s a culture-builder.

• Team Champions and Certified Trainers lead peers and are held to a higher standard.
• Raises are only earned when training + Pathway + bubble ratings align.
• The result? 2–5+ years average tenure, and 55+ raise completions since last fall—more than the previous year and a half combined.

“Give them ownership. Make the system accessible. You’ll see the initiative grow.”

 

📊 Using Data to Drive Smart Training

She leverages OneClick’s reporting to make informed decisions:

• Identify gaps (e.g. only 11% trained on breading? Let’s get to 15%).
• Track passport completions and automate raise approvals.
• Flag stagnation and re-engage team members before burnout or turnover.

Watch the recording below!

okay so this is our monthly webinar we’re super excited for today now let me give you a little overview of what we’ll be covering we’ll be covering first our updates I have a few updates for us and then as well as we’re gonna have Brian Brown our product I guess you’re kind of like a product manager he’s gonna go over some of the updates that came out recently and then tips and tricks will be by Kevin which everyone knows and loves Kevin as well we’ll also be going over celebrating our certified one click champions and then our guest speaker Christina will be talking to us about her amazing training program so get your notes out and take notes as much as you can but also we are recording the event and we’ll be posting it to the blog tomorrow so that’s on our normal website and then we’ll do a giveaway at the end for anyone that stays to the end you’ll qualify for a twenty five dollar Amazon gift card so here we go get started the first thing is that we do have a fun update for next month’s webinar and I wanted to give you guys a little sneak peek into it because we’re very excited about this partnership with safer plates and what I’m going to do is I’m going to ask Mike McMahon to come off of mute he’s the one that has started safer plates and we are working on a partnership with him currently to be able to give you guys some added value for food safety so Mike if you could just take a few moments and just introduce yourself that would be really great thank you so much I appreciate being here on the call thank you for that invitation a quick just background my story I started with Chick-fil-A as a team member and worked all the way through high school and college I was a mall unit operator years and years ago and I was also a freestanding operator here in Atlanta in the early nineties left that position for many years and about fifteen years ago got back into affiliation with Chick-fil-A first as a single unit GM then as a multi-unit GM and about two years ago had an opportunity I got recruited into a proof of concept NRO restaurant was with that concept for about eight months the great thing about that was that allowed me to spend about eight weeks in test kitchens in LA and Chicago as we vetted the menu worked on SOPs all of that type of thing about two years ago the opportunity presented itself for me to begin helping local Chick-fil-A here in the Atlanta market with their SAFE evaluations generally landing around the weekly SAFE evaluation and over time I have cultivated a client base of about half a dozen Chick-fil-A restaurants as well as some non Chick-fil-A restaurant concepts and what has happened is as Chick-fil-A has currently retired the weekly SAFE evaluation this is a great alternative for that so just to give you a real quick synopsis of how we do we’ve done almost five hundred evaluations and that we do weekly or biweekly depending upon what the restaurant would ask us to do on the quarterly SAFE evaluations that those restaurants have been involved with over the last two years multiple restaurants ninety percent of the SAFE evaluations have been scored as a one elite the remaining ten percent have been twos we’ve had restaurants that started at a four or a five and are now ones and we’ve got two restaurants that are one visit away from guardian of the brand so we’re very excited about that and just to let you know kind of how we differ from EcoSure or even what you might receive from ServSafe the difference is we tell people pathway is a little bit like the manual for your car it’ll tell you all the basics about your car and there’s a lot of amazing content in pathway but it’s sometimes hard to navigate ServSafe is additional training that kind of elevates across the restaurant and food safety spectrum but a lot of it is not usable on a day to day basis on your EcoSure visits those do an analysis of your current operating position but that’s about the extent of what they do where we go beyond that is we will analyze on a weekly or biweekly basis on in-store evaluations and moving forward soon to virtual evaluations we will analyze where you are on that particular day but we spend time educating your team on how to improve what food safety means how it’s defined what it looks like and how we can help you move forward on that evaluation we coach your team from one visit to the next the target being continuous improvement and we mentor your team over the long haul to help grow and elevate a food safety culture beyond a single leader potentially in your building but it’s across the team as a whole so that’s kind of what we do and how we operate awesome thank you Mike so we’re really excited Mike’s gonna be our guest speaker for next month’s webinar and along with that we will be launching a new program with safer plates and so some of that will be some freebie checklists that you guys can utilize that safer plates is going to develop as well as some other things so definitely attend the webinar next month we’re super excited to highlight safer plates and be able to get you guys more value with your app okay so next thing here is our giveaway we are currently in the middle of this monitor giveaway we’re super excited to be giving away a touchscreen monitor we have found stores that have these monitors find a lot more efficiency they can see everything it’s up on the wall how to enter I’m going to put the link in the chat you can put five entries in the first one is to fill out a survey this is a case study survey we’re trying to gather just data for time saved money saved on different aspects of the app then you can review us you can do it in the Apple store or the Android store so that’s one entry per store and then the next one is the social media if you just follow us on our social media platforms each one will give another entry so the total you can do is five no more than five but this ends June tenth so please have that link and go ahead and enter those those different ways we would love to get your engagement there okay the next thing is share the love just a reminder if you ever bring in a store to us that becomes a customer you get a free month of one click we are tracking this more closely now whereas maybe three months ago we weren’t so if we missed any referrals please let us know we definitely want to give the credit where credit is due but moving forward just let you know if you know of a store that’s not using us and they want to see you or they want to learn more please let us know we’re happy to give you some resources but just a reminder that you do get a free month because we want to take care of our current customers as well okay and then I’m gonna pass it off to Brian for our product updates Brian can you go ahead and take over hey guys hope everyone’s having a great day today I’m actually gonna share my phone screen here so I apologize I’ll be looking down a little bit as I share with you to show off our mobile dashboard so to get to the mobile dashboard for starters we released it yesterday to production it doesn’t default to the mobile dashboard view currently so if you click the hamburger in the top left you’ll see the mobile dashboard option at the very top of your menu screen and it’ll take you straight to our new mobile dashboard currently three of the buttons are functioning breaks shifts and messaging we’ll talk a little bit more about what’s coming next once we go through this breaks notification and alerts aren’t out yet you’ll see you can easily access any portion of of each button by clicking the right arrow on the side to drop down it’ll show you who’s been on break who doesn’t get a break who needs a break breaks are upcoming you can put them on break in this view take them off break same things you can do on on the shift page just a little bit easier to access and get to that information quicker as you’re running that shift throughout the day so Brian just to clarify it’s gonna show in this view it’s going to show the team leader who’s next on a break right so that’s going to be at the top and they’ll be able to just very quickly put them on break is that correct correct a hundred percent it’s organized for who’s coming on break next in chronological order all the way down the list whose breaks take priority going in between screens you’ll see the return button up here at the top it’ll just take you back to the last screen you were on when you’re navigating this mobile dashboard you’ll always also have the option for the hamburger button it’s always on on every screen to navigate wherever you need to within the app moving over to shifts the views are different for for team members and leaders I’m logged in as a leader so I’ll be able to look at you know my personal position if I’m a you know a shift leader but maybe I have to schedule in a position or a team leader that’s in a position that day they can look at their personal and see where they’re scheduled in a position and then leaders as well will be able to see where everybody is at in a position you can see on this layout we’re missing people so if you click the light bulb you can see all of the people that that are not assigned they’re gonna be that pro priority on this view at the top if you keep scrolling you’ll be able to see the people that are already scheduled to positions so if I just need to fill a position I forgot to do one when I was making the shift layout you can click that light bulb click Adelaide and we’re gonna assign her to a position by clicking assign here on the right and again we’ve got Adelaide assigned to a position so when I pop the the next position up she’s not gonna show anymore at the top of the list she’s gonna drop down to the bottom because she’s in a position and we can assign Alyssa there on this screen as well you still have the option just like on shifts to put people on breaks if you’re you know running your shift and you’re looking at this view you’ll still have the option to put them on break or bring them off a break by by tapping their color at the top as well more updates that are coming our shift changes and coverage needs it’s not developed yet but it’s in development to show you if you know maybe you’re short hours on a shift apologize I set my phone down for a second maybe you’re short hours on a shift and you need to call somebody in because somebody called out things like that are are going to be developed in that section messaging it’ll take you directly to your chat through messaging you’ll be able to see all your channels and DMs as well just like you would view with the hamburger button on the left just easier access you know if you need to send a quick message to your back of house leader because you’re in the front of house and you need something from them you can shoot them a quick message you can create new messages here same interface as it was before just easier access through the mobile dashboard can I ask a quick question of the group the attendees by show of hand raise your hand if you’re using chat you can raise your virtual hands I think there’s a raise hand button at the bottom of your screen looks like we got Jasmine using chat raise your hand so we we know that a lot of you have chosen not to use the messaging or chat in one click previously because it really wasn’t that great but I hope we’ve done a good job in listening to you through the your voice matters and the one click champion programs we’ve released quite a few features recently just in the past months really that makes it much more user friendly including the icons on the employee profile so if an employee uploads their image that that will show in chat now groups you can create groups you can create direct messages each individual user can select their own personal language and it automatically translates so for instance from front of house to back of house if you’ve got some language barriers there you can text someone in from your phone in English and it’ll show up in Spanish on theirs and vice versa so I would encourage you if you haven’t seen chat recently to take a good look at it we’ve got images we’ve got video we’ve got zoom and we’re going to be incorporating a lot of new features that will coincide with notifications into the chat feature so if you have a chance and if you haven’t seen it contact Brian or Bree from customer success and they can walk you through chat and get you set up can I ask a quick question of the group the attendees by show of hand raise your hand if you’re using chat that covers the product updates and upcoming features any questions about the mobile dashboard or any feedback from anyone that’s been using it since release Liz mentions her mobile dashboard doesn’t show messaging likely chat is disabled or version issue we’ll follow up that’s the basics moving forward Bree updates leaderboard etc champions list and then Christina presentation Christina shares her background training program structure levels passports ratings reporting motivation retention infractions forms contest reporting etc end with Q&A and giveaway Liz wins gift card and Christina offers sch