The Interview Process:
I've developed a simple and effective interview process. It takes about 30 minutes and it's revealed more about candidates than any other method.
The First 5 Minutes: Get them a cup of coffee. No, I'm serious. Sit down, talk to them about nothing. Make them feel comfortable. See if they can handle small talk. See if they're socially competent. This is the vibe check.
The Next 15 Minutes: Ask the questions. Not standard interview questions. I don't ask "Where do you see yourself in five years?" Nobody knows that. Instead, I ask the following:
"Tell me about a time you made a mistake at a previous job, and what you did about it." This is the best question. It reveals honesty, accountability, and problem-solving ability. If they say "I've never made a mistake," they're lying. If they blame someone else, they're not accountable.
"A customer is angry. They said their drink is too cold, but you know you just made it perfectly. What do you do?" This reveals customer service skills and emotional intelligence. The right answer is something like, "I'd apologize for the inconvenience and remake the drink exactly as they wanted." They need to understand that the customer is not always right, but the customer is always the customer.
"Tell me about a time you worked with someone you didn't get along with. How did you handle it?" This reveals conflict resolution skills. If they say "I just ignored them," that's a red flag.
The Last 10 Minutes: The practical test. I give them a chance to steam some milk. I give them a chance to make a drink. I watch them. Are they nervous? Are they confident? Do they know what they're doing? Are they hygienic? Do they wash their hands? Do they clean up after themselves?
This is the most revealing part. I've hired people who aced the interview and then couldn't steam milk to save their lives. And I've hired people who were awkward in the interview but had golden hands with the espresso machine.
The Onboarding Process:
When you hire someone, don't just throw them behind the counter. Train them. Properly. Take the time to teach them the standards, the recipes, the flow, the culture of your café.
I have a two-week training program. Week one is shadowing and theory. Week two is hands-on with supervision. By the end of week two, they should be able to work a station on their own. If they can't, they're not ready.
And here's the thing: the training never ends. Every few weeks, you should check in. Refresh the standards. Give feedback. Correct mistakes before they become habits. Because bad habits are like weeds. If you don't pull them early, they'll take over the garden.