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LOCATE, HIRE, RETAIN continued from page 41 BRENDA GOTTSABEND Apply online. Not only does Adamy not place ads in newspapers, he rarely even places a "help wanted" sign in the window. Instead, he leans heavily on the O'Henry's Web site to funnel applicant interest. Of the approximately 600 candidates who apply to O'Henry's each year, Adamy says about 80 percent apply online. He says the online application is an important tool because visitors to the company's site can "get a better flavor for what we're about" and, subsequently, assess for themselves if O'Henry's is a place they want to work. Keep your eyes open: Arvidson urges operators to be aware of chance encounters in everyday life, particularly serviceoriented workers they encounter in other environments. "A dynamo there can be a dynamo here," Arvidson says. While not advocating that operators poach employees from other businesses, Arvidson does suggest that you "plant a What kinds of questions do savvy operators ask seed" when encountering someone who provides exceptional service at the water in the interview process? Most favor open-ended park, the library or the big-box retailer. "I'll compliment the person and meninquiries that provide insight into the candition that I own a local business," says Arvidson, who has 20 years experience date's personality and skills, industry familiarity directing restaurants. "I'll then say, 'If and mindset. you ever find yourself looking for something different, here's my card.'" Within two weeks, Arvidson says, about half of those individuals reach out to learn more. "People operators ask in the interview process? Most favor open-ended want to feel valued, and bosses everywhere too often ignore that inquiries that provide insight into the candidate's personality fact," he says. "At the end of the day this is about business, and and skills, industry familiarity and mindset. "I want people with you need a team of superstars to compete." a passion for coffee and those who are particularly interested in working at my shop," says Chacos of Bonfire. "And I want people who are open to learning but at the same time can find solutions INTERVIEWING AND HIRING themselves." At O'Henry's, Adamy screens all online applications, a process Some potentially telling ice-breakers include: that allows him to be the first filter and minimize the workload • What was your best coffee or tea experience? on store managers. Off the bat, he assesses each candidate's "stage • Describe a time when you demonstrated strong customer of life"—eliminating those not out of high school—and looks for service skills. proximity to the stores. • How would your previous manager describe your work For the most promising candidates, Adamy will send a brief ethic? note with a direct question: "We look for people who can strongly • What do you want to learn about this industry? commit to being with us for at least one year. Does this fit your • What is the most hectic workplace situation you've ever plans?" If an applicant replies in the affirmative, Adamy forencountered? wards the candidate's information to managers. "My managers Whenever possible, Arvidson suggests asking multiple-part now know that I've marked a particular applicant as promising," questions because they test an individual's ability to retain inforAdamy says. mation. "This makes sense in the coffee business where builds Here are other boxes to check when interviewing and hiring: (i.e., complicated orders) are a part of one's job," he says. Ask the right questions. What kinds of questions do savvy Hire for personality, train for skill. Does the candidate 42 Fresh Cup Magazine freshcup.com