Your gear could be top-tier, but without the right team, your business won’t thrive. Here’s how to assemble a high-performing crew that elevates your operations and keeps customers coming back.
Hiring Staff Who Align with Your Vision
Skip the generic job listings. Instead, try:
- “Want to turn your passion for the outdoors into a paycheck?”
- “Seeking gear experts who can explain technical details in plain English”
- Post in local outdoor clubs: “Trade your trail knowledge for an employee discount”
Streamlined Interviewing That Reveals True Fit
- “Walk me through how you’d explain setting up this tent to a first-time camper.”
- “How would you handle a customer upset about weather-related cancellations?”
- “Tell me about an outdoor mishap and what you learned.” (If they can’t laugh about it, they won’t handle customer frustrations well.)
Training That Actually Works
Replace dull manuals with:
- Hands-On “Gear Labs” – Paid staff outings to test equipment in real conditions
- Shadow Sessions – New hires observe seasoned employees handling complex customer interactions
- Monthly Challenges – Incentivize problem-solving with rewards for creative solutions
Retaining Top Talent
- Competitive wages + performance bonuses
- “Adventure Stipend” – Earn credits for free gear rentals after milestones (e.g., every 100 hours worked)
- Leadership opportunities like leading workshops or training new hires
Smart Scheduling Solutions
- Use scheduling apps (e.g., When I Work) for seamless shift swaps
- Offer seasonal loyalty incentives – Guaranteed hours next peak season for staff who stay through slower months
- Maintain an on-call roster of experienced outdoor guides for busy periods
Handling Team Challenges
- The Struggling New Hire: Pair with a mentor for structured support
- The Overconfident Employee: Channel their expertise into training others
- The Underperformer: Clear expectations followed by action if improvement stalls
Pro Tip: Your best hires often come from enthusiastic customers. Next time someone lingers asking detailed gear questions, consider offering them a job.
Final Thought
Your team is the backbone of your business. Invest in their growth like you do your inventory, and they’ll deliver exceptional customer experiences—freeing you to focus on big-picture growth.
Remember: A great staff doesn’t just execute tasks; they become ambassadors for your brand. Build them up, and they’ll help your business scale new heights.