Staffing for success: gallery owners and directors share their insights on hiring, training and professional development

Art Business News, August, 2005 by Joe Jancsurak

Exactly what does your training of new employees consist of? Do you assist new employees in closing sales? If so, how?

Kevin Morrison: We have an extensive and ongoing training program at every gallery. We utilize training videos made from within the company and give extensive product training and artist bio training. This is only the beginning of our program. All of my directors are expected to address individual sales on a daily basis and provide ongoing training in all areas of sales--from the greeting to the close of a sale. This is so important for maintaining the highest level of success possible in the galleries. As for assisting consultants in closing deals, I believe it is imperative that the directors not only help in closing when needed, but to give all the credit and commission due to that salesperson. This ultimately will pay off in a big way, while also making the art consultants comfortable in asking for help.

Jeff Jaffe: We have intense sales training seminars and ongoing training and staff development. A senior person will assist in as many sales as possible--even with experienced sellers. We believe in team selling as an effective way to build the confidence of our clients.

Timothy Tew: Training at our gallery takes place on the job. Basic processes are explained and introduced and then the employees are allowed to develop their skills. Much is learned over time from observation and I provide feedback about the things they are doing well and things they need to change. We are all involved in the sales, and I do assist in the closing of sales.

Suzanne DeBruyne: We try to train by example. Paul and I are on the floor everyday and make it a point to introduce new staff to regular clients. We also help dose sales by offering a 24-hour approval period, delivery, hanging and shipping.

Steven Forrey: Our training addresses at least five separate areas: selling, managing inventory, developing the look of the gallery, learning about the artists and the art, and administrative tasks. And we help new employees close sales if necessary.

Do you have a viewing room? Is it used in the training process?

Jeff Jaffe: Yes to both questions.

Suzanne DeBruyne: No.

Timothy Tew: We do have a viewing room, but it is not used in the training process, though skills are learned from observation.

Anastasia Starr: We do not employ a viewing room.

Kevin Morrison: Yes. All of our galleries have viewing rooms. They must be used for training in order to show your art consultants how to properly give a presentation. Your closing ratio goes way up if everyone knows and understands the vital role that a viewing room plays in the ultimate success of everyone involved.

What does your "professional development" of existing employees consist of? Do you make effective use of "downtime" when it comes to training? How?

Jeff Jaffe: We have ongoing meetings and mini seminars that are often led by various members of the staff. There is no downtime at Pop International. There is always something to do. Always.