A keen eye on the front end is critical. You're better off not hiring someone than hiring a rotten one. I tend to look at how someone presents themselves the first time they walk in the door. I don't care if their clothes are well worn, so long as they're neat and clean. I really look at someone's footwear. It's usually where they'll not bother, figuring no one will look at that. Same for grooming. Do they need a haircut? Are their fingernails clean and trimmed? If they don't walk in the door dressed and groomed how you'd like them when working, they're probably not too interested in working there. I tend to avoid overly groomed or flamboyant people. That signals that they expect the attention to be on them, rather than the work product. As for ethics, I recommend a set of written questions that specifically address concerns like attendance, honesty, work habits, etc. The words they use to answer the questions are not nearly as important as their reaction to the questions themselves. Any good parent should be able to recognize when someone is saying what they think you want to hear, rather than how they really feel on a subject. 
This may sound weird, but I try to walk them to the door after an interview. I like to see the condition of the vehicle they get into. Is it neat, clean, well maintained? This will tell you a lot about their personal habits and whether they're going to have issues getting to work. I also never offer a position at the conclusion of an interview. That makes you sound desperate for help. They get the feeling that you need them more than they need your job offer. Wait a day or two to see if they follow up. Even if they don't and you call them back, don't make an offer over the phone. Tell them you'd like to do a follow up and gauge their interest. If they act like that's a hassle, how do you think they'll feel about the work itself?
Once they're on staff treat them with respect, but don't hesitate to call them on the carpet for bad behavior. The best time to make an impact on attendance is the very 1st time they aren't at work on time, not the 3rd, 4th or 5th. Same for appearance and customer service. Have frequent sessions with the employees on what is expected of them. Address non-compliance immediately, rather than the end of a shift. It’s better to send them home on the spot to correct an issue before working with customers. If they don’t bother to return for the rest of their shift, they were going to cost you business that day anyway. I like team meetings, because everyone knows that every other employee is aware of what’s expected. Keep them short and focused. Too much at one time will have everyone mentally checking out.
Definitely have at least a 90 day probationary period. Don’t provide any perks until that is complete. Too many people these days expect something for nothing immediately, if not sooner. It’s up to you to retrain them in how the real world works (or is supposed to anyway). I don’t think it’s a bad thing to fire someone every once in a while, in a way that the remaining staff knows what happened and why. Dismissing a poor employee that way will send a clear message.
Make sure you spend time with each employee on their assigned shift. Not just observing them, but working with them and talking to them. It will make you aware of any potential issues much more quickly. It also lets the employee know that you’re aware and focused on their work. Mirror to them how you expect them to treat your customers. They should treat you, each other and the customers in the same manner. That way they don’t have to change gears when going from one to the other. Employees tend to work much better when they know the boss is tuned in and willing to make an effort. Also, take time to interview prospective employees even when you’re at full staff. That lets everyone know that you can easily replace them from a pool. Never let an employee think that you need them more than they need the job.
Having good employees requires having a good management team. There should always be at least one person on shift who’s in charge and has full authority, to include sending someone home if they have a bad attitude or aren’t performing as expected. You have to back that person’s decisions publicly, even if you correct them in private. Make sure they understand that their authority is there in case of an exigent circumstance, rather than for their amusement and self esteem. A good shift manager understands that authority is best used sparingly.
Entire books have been written on this subject and it’s a good idea to read some of the well regarded ones. Too many little details to list in a single forum thread. Good luck!
This may sound weird, but I try to walk them to the door after an interview. I like to see the condition of the vehicle they get into. Is it neat, clean, well maintained? This will tell you a lot about their personal habits and whether they're going to have issues getting to work. I also never offer a position at the conclusion of an interview. That makes you sound desperate for help. They get the feeling that you need them more than they need your job offer. Wait a day or two to see if they follow up. Even if they don't and you call them back, don't make an offer over the phone. Tell them you'd like to do a follow up and gauge their interest. If they act like that's a hassle, how do you think they'll feel about the work itself?
Once they're on staff treat them with respect, but don't hesitate to call them on the carpet for bad behavior. The best time to make an impact on attendance is the very 1st time they aren't at work on time, not the 3rd, 4th or 5th. Same for appearance and customer service. Have frequent sessions with the employees on what is expected of them. Address non-compliance immediately, rather than the end of a shift. It’s better to send them home on the spot to correct an issue before working with customers. If they don’t bother to return for the rest of their shift, they were going to cost you business that day anyway. I like team meetings, because everyone knows that every other employee is aware of what’s expected. Keep them short and focused. Too much at one time will have everyone mentally checking out.
Definitely have at least a 90 day probationary period. Don’t provide any perks until that is complete. Too many people these days expect something for nothing immediately, if not sooner. It’s up to you to retrain them in how the real world works (or is supposed to anyway). I don’t think it’s a bad thing to fire someone every once in a while, in a way that the remaining staff knows what happened and why. Dismissing a poor employee that way will send a clear message.
Make sure you spend time with each employee on their assigned shift. Not just observing them, but working with them and talking to them. It will make you aware of any potential issues much more quickly. It also lets the employee know that you’re aware and focused on their work. Mirror to them how you expect them to treat your customers. They should treat you, each other and the customers in the same manner. That way they don’t have to change gears when going from one to the other. Employees tend to work much better when they know the boss is tuned in and willing to make an effort. Also, take time to interview prospective employees even when you’re at full staff. That lets everyone know that you can easily replace them from a pool. Never let an employee think that you need them more than they need the job.
Having good employees requires having a good management team. There should always be at least one person on shift who’s in charge and has full authority, to include sending someone home if they have a bad attitude or aren’t performing as expected. You have to back that person’s decisions publicly, even if you correct them in private. Make sure they understand that their authority is there in case of an exigent circumstance, rather than for their amusement and self esteem. A good shift manager understands that authority is best used sparingly.
Entire books have been written on this subject and it’s a good idea to read some of the well regarded ones. Too many little details to list in a single forum thread. Good luck!
