08/19/2026
A good, memorable in-store experience begins and ends with employees as customers rely on staff members for recommendations and guidance. The trick is to establish a team that not only helps customers, but has fun in the process.
Retailers have kindly reached out to us and shared who operates their stores, what they look for in potential employees and how they establish connections and retain store workers.
From Julie Burczyk of Tools 4 Teaching in Evansville, IN:
“My husband and I are the only full-time employees, and then we have six part-time people.
“We use word of mouth, social media and our email newsletter to post job openings. We look for people who have a background with kids whether it be teachers, grandparents or college-aged kids. We try to hire customers who are familiar with our store, so they already understand our mission and values as supporters of ours.
“I think there is a lot that goes into building strong relationships with staff members. First, we call them part of the Tools 4 Teaching family or team members. We demo a lot of crafts and games together, and food is a great way to bond our team. We eat either a breakfast, sweet treat or lunch in partners as time/schedules allow.”
From Bret Bement of Play Favorites in Front Royal, VA:
“I have two full-time, four part-time and one seasonal employee.
“We keep a list of people who come in and ask for employment and follow up with word of mouth and networking groups. Everyone who works here wants to work here.
“We product test with staff, from board games to toys. Tasks are prioritized to our staff’s specialties; one guy likes puzzles — that’s his zone. That sense of ownership goes a long way.
“Remember everyone has bad days and everyone needs to vent, especially in customer service. Share in everyone’s frustrations, but make sure not to wallow in it. Share the awesome customers, awesome products and awesome experience.
“Attitude determines altitude. If your staff doesn’t want to be there, customers won’t either.”
From Wes Dunlap of Timeless Toys in Harrisonburg, VA:
“We have 5 part-time employees.
“Word of mouth is how we have found all of our employees. Hiring employees for us is something we decide in the first few moments of an interview. Since a customer judges them and our store within the first few seconds, that same feeling needs to come at the interview process.
“We like to build relationships by having employees take ownership in products, displays, ideas and store decor. As for team building, we have employee breakfasts, a Christmas dinner with spouses and cleaning nights. Cleaning nights don’t sound like fun, but we have dinner before we work and then have fun while doing the dirty work.”
