Hire & Maintain Scooping Team
“A good staff doesn’t exist. Give up trying to find one.”
There is some truth in that statement. Finding the right people is important, but a really good staff truly comes from really good training and mentorship from those leading the team. Our first recommendation in the art of building the right team is to represent in yourself the type of people you are looking for.
When we begin hiring we ask ourselves, “Is the environment drawing in the right people?” Do people WANT to work here because it looks fun, and the employees are happy? Often, if we are not getting the applicants we are looking for, it means we need to evaluate how and where we are presenting the position.
Next, once we have a batch of applicants, we have an evaluation checklist to use when interviewing potential scoopers. Make your own checklist and hold to it – our biggest caution is hiring out of necessity. Hiring the wrong person just to have bodies can be the worst decision a store can make.
Once you have your team in place, be willing to put in the time to develop them into great staff members. Love your staff. Nurture your staff. Reward them often. Praise them publicly, and retrain them privately, and you’ll be setting yourself up for a smooth, successful, and profitable season.
Evaluation Checklist
As you evaluate your interviewees, look for:
- A willingness to apply in person. Online applications are fine, but value those who take the extra step.
- Smiling when they come in. Are they pleasant? Do they confidently seek out the person they are to meet?
- Thought in how they present themselves. Did they put thought and effort into preparing themselves for an interview, and putting their best foot forward with clean and appropriate attire?
- Whether you like them right away. This is a window into how they will impact customers. If you don’t like them immediately, can you like them quickly after asking them questions and calming their nerves a bit?
- An ability to roll with the unexpected. Ask off-the-wall questions, like “did you ride the bus to school?” or “if you could eat one crayon out of a box of 64, what color would it be?” See how well they can react to unexpected situations and keep conversations flowing.
- A clear, confident voice. Freezers, dishwashers and AC units are loud, make sure they can be heard clearly over the busy shoppe noise.
- Basic math skills. Test their ability to count change. Have them create change for a transaction, or, curveball, have them act out the customer end of a transaction and give them incorrect change to see if they notice and how they react.
- Excitement. Our customers value us for the experience we provide, not just the product. Are they excited to try all the ice cream? Are they excited to talk to people, move fast and make cute, yummy sundaes? Look for an excitement that customers will feel.
