PROJECT SPOTLIGHT
Building a Better Onboarding Experience: Floor & Decor
Floor & Decor needed a consistent, scalable way to prepare new Sales Associates for the demands of its retail environment. The solution was a structured onboarding program that connected digital learning with practical application and manager validation.
01 — THE NEED
Creating consistency across stores
The existing onboarding experience was disjointed and outdated, lacked multimedia to enhance retention, and did not include an organized, experiential, hands-on training component. These gaps contributed to uneven product knowledge, longer learning curves, and delayed productivity.
The challenge was to create a repeatable learning experience that helped new associates build product knowledge, develop customer engagement skills, and become ready to contribute on the sales floor.
02 — PROCESS
Learn. Practice. Demonstrate.
The program followed a progressive learning sequence designed to help associates build confidence through application, not just information delivery.
01 — Learn
Build foundational knowledge through 14 asynchronous eLearning courses.
02 — Practice
Apply new knowledge through guided, in-person learning activities in the four learner workbooks.
03 — Receive coaching
Learn from managers through demonstrations, feedback, and reinforcement.
04 — Demonstrate
Use manager validation guides to confirm understanding of key concepts and processes and certify new store employees.
03 — DELIVERABLE
A complete, two-week onboarding program
Carolyn developed a ready-to-launch learning system combining three core components:
Custom eLearning
Digital modules covering foundational product knowledge, customer engagement, and store processes.
Learner workbook
Guided, hands-on activities for product exploration and customer-interaction practice.
Manager validation tools
Checklists, scripted questions, performance indicators, and certification steps to support coaching and assess readiness.
04 — RESULTS
A shorter path to confident performance
The blended learning program was positively received by managers and new associates. Stores reported:
Two-month reduction
in the onboarding learning curve
Additional reported outcomes included:
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Faster readiness for customer interactions and sales support.
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Earlier productivity as associates developed confidence and competence.
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Stronger alignment between training, store expectations, and manager coaching.
The result was a repeatable onboarding experience that connected training with the realities of the job, helping associates become productive sooner.