Lighting the Spark: Your Business’s Most Valuable Asset

What if I told you the most valuable thing in your business isn’t sitting in your display cases? I believe it’s actually your people and the “lightbulb” moments they experience. The times when they learn something new, discover a better way to handle a tough situation or figure out a new closing line that works. Here’s my theory: all humans love to learn. That spark of curiosity, the thrill of progress, the confidence when a concept finally clicks—these moments feed our growth and, in turn, transform your team into a high-performing, joyful force.

We Train for Product, But What About People?

Most retailers provide some form of product training. Take a look at the jewellery industry – it is second to none when it comes to technical training. Ask anyone on about the cut, clarity, or the history of a gemstone, and you’ll get world-class expertise. But here’s the thing: We don’t always put the same energy into developing the people behind the counter. If we want to stand out, drive results, and create loyal clients, we need to train for connection, creativity, and communication.

Here’s how you can put that into action—turning your store into a beacon for learning, engagement, and outstanding results.

1. Start With Onboarding

Remember your first day in a new job? It’s a mix of excitement and nerves—a sense of possibility, and a fear of making mistakes. Your onboarding program isn’t just about ticking boxes; it’s the first chapter in a staff member’s learning journey. A structured, welcoming introduction to your business makes all the difference. Walk them through product basics, but also teach them how your team communicates, resolves conflict, and shows up for each other. When a new starter feels supported and encouraged to ask questions, you ignite their optimism instead of letting it fizzle out.

2. Empower Your Staff to Lead Training

The most powerful cultures are those where learning is a two-way street. Here’s a challenge: ask team members to pick a topic—anything from dealing with tricky customers, to new trends, to security best practices—and present it to the crew. Rotate this weekly so everyone gets a turn in the driver’s seat. This small shift brings big rewards: your people build self-confidence, deepen their expertise, and get to feel the satisfaction of helping others grow. It’s way more engaging than top-down lectures, and the unexpected ideas will surprise you.

3. Invest in Ongoing Development

You can’t build a learning culture if training is “one and done.” Make professional development an ongoing promise. Support their attendance at trade shows or virtual events. For technical training, encourage your team to tap into industry specific bodies and learning programs. For learning about people, sales and psychology, connect with me. The message you send: We invest in you, because you are worth it—and your growth is good for the business.

4. Host a Trivia Night

Think training has to be boring? Think again! Some of the best team development happens outside the shop floor. One of my favourite tools: the offsite trivia night. You create the questions (about products, procedures, even customer scenarios), split everyone into teams, add some friendly competition with drinks and nibbles, and watch your staff bond and learn at the same time. People remember what they laugh about, argue over, or win!

Why Create a Training Culture? The Payoff is Real

Investing in a training culture doesn’t just boost morale—it delivers measurable business success. Luxury brands lead the way, spending hundreds of millions on employee development, because they know skilled, engaged teams create exceptional customer experiences that drive revenues.

• LVMH (Louis Vuitton Moët Hennessy) invests heavily in training, with dedicated institutions like the LVMH House to teach brand heritage, craftsmanship, and customer service. This deep investment ensures that every employee—from sales staff to artisans—can deliver the impeccable service and knowledge that sustain LVMH’s market leadership and premium brand reputation.

• Hermès operates the Hermès Academy, a comprehensive training centre focused on craftsmanship and customer care. The company pairs this with culture-building events like annual Craftsmanship Awards that recognize employee excellence, fostering loyalty and pride that translate to outstanding product quality and service.

• Richemont, the luxury group behind brands like Cartier and Van Cleef & Arpels, runs advanced talent development programs emphasizing leadership potential, agility, and emotional intelligence. Their continuous focus on employee growth helps meet the evolving needs of luxury consumers worldwide.

What do these luxury leaders prove? When you build a culture where learning is continuous, purpose-driven, and embedded in the employee experience:

• Staff become not just knowledgeable, but passionate ambassadors who connect deeply with clients.

• Your business enjoys higher client satisfaction, repeat sales, and brand loyalty.

• Retention improves, reducing costly hiring cycles and preserving invaluable institutional knowledge.

Injecting this mindset into your retail business can ignite a similar transformation—where your people’s learning becomes your brightest competitive advantage.

Final Thoughts

Diamonds get their value from the way they interact with light—a burst of brilliance from the smallest movement. Your people are no different. Give them opportunities to learn and grow, and you’ll see that same spark igniting every facet of your business.

So next time you invest in your inventory, ask yourself: am I investing even more in the people who bring it to life? Create a culture where learning isn’t just expected—it’s celebrated. Your team, your clients, and your bottom line will thank you for it.

“For the best return on your money, pour your purse into your head.” - Benjamin Franklin