Building The Team

My husband and I share a long-standing joke about the multitude of jobs I've held over the years. It's true—I've had quite a few, and nearly all of them have been in customer service. From working as a clothing sales associate to being a barista, waitress, restaurant manager, wine bar server, and eventually owning a winery, I've experienced the full spectrum of roles. I know what it's like to be at the bottom rung of the team hierarchy and at the very top. Along the way, I've encountered various management styles, learning valuable lessons about what works and what doesn't.

When I embarked on building my own tasting room team, I felt fairly equipped with a vision of the management style I wanted to exude. A tasting room setting mirrors the dynamics of a restaurant environment—it usually involves a revolving door of personnel due to the challenges of physically demanding work for relatively low pay. I wanted to break that pattern. My primary goal was to create an environment where team members genuinely looked forward to coming to work every day.

Here are six tips based on my experience for hiring and retaining a strong team:

Hire Based on Personality

Customer service skills are paramount. Wine knowledge can be taught, personality cannot. During interviews, focus on getting to know the candidate beyond their work history. Ask about their interests or why they're drawn to the wine industry.  Pay attention to the conversation; are they smiling, engaging and open? How does their demeanor fit in with your current team and your clientele?

Trial Basis Hiring

Initiate employment contracts with dedicated review dates. This allows both parties to assess the fit and satisfaction within the work environment. Trial periods, typically 30 or 60 days, provide a structured opportunity for mutual evaluation. It’s just as important for them to enjoy working in your environment as you are having them.  Any friction will be visible in one way or another to your customers.

Regular Feedback And Recognition

Regular check-ins provide a platform for addressing issues and refining team dynamics. When delivering feedback, adhere to the 3:1 rule—offer three positive observations for every critical point. This reinforces the value of each team member's contributions.

Competitive Compensation

Recognize the importance of adequately compensating your team. They are the face of your business and pivotal to its success. Pay above minimum wage and allow tipping. Additionally, offer commission structure tied to sales to incentivize performance and teamwork.  At my tasting room, tips and commission are pooled (a decision made by the team).  This fosters a constant true team effort.  Bottom line: pay your team well.  It will come back two-fold.

Lead by Example 

Adopt a hands-on approach and actively engage with your team. Avoid a hierarchical mindset and instead foster an environment of mutual respect and collaboration. By demonstrating your willingness to pitch in and assist, you earn the respect and loyalty of your team.

Invest In Team Bonding

Organize activities like wine tasting outings, potluck dinners, or wine educational sessions. Create opportunities for your team to laugh and learn together. This will foster camaraderie and keep retention high.