Cultivating Joyful Customer Experiences

This chapter focuses on the hiring process at Build-A-Bear Workshop, emphasizing the need for employees who embody customer care and enthusiasm, especially in a playful retail setting. It highlights the unique training methods used to foster a sense of belonging and dedication among staff, while also illustrating the importance of selecting diverse candidates passionate about working with children. Additionally, the chapter discusses the operational challenges faced during the COVID-19 pandemic and how the company adapted to maintain meaningful customer interactions.