NFIB

A Cast of Characters
04/ 01/ 2002

by Tiz Benson

As sole owner of a small, custom bakery in Charlotte, N.C., since mid-1995, I did not expect finding and keeping good personnel to be such an interesting part of my job. But the continuous montage of employees I've hired over the years could populate a television sitcom.

When I started Tizzerts Inc., I thought that after five years I would be able to sit back stirring a drink with a petite purple umbrella in it and watch my business (and money) pour in like a chocolate mudslide. That didn't seem too much to expect in the beginning.

I started with a business plan, a Small Business Administration loan, an architect husband to design the space (and keep a roof over my head and to be my most constant supporter), eight years of experience working in other bakeries with hands-on knowledge of the necessary equipment and ingredients, an understanding of the local market and a lot of positive energy. Everything was in place for smooth success.

My business began with one other person on staff, Anita, to help me bake, take orders, fill orders, find customers and create the "Tizzerts image." She is unbelievably talented and dependable. Because of her help, we have built a reputation for the most beautifully decorated and delicious cakes and brownies in town.

However, since we started hiring extra help four years ago, we have had more than 30 people work here, some lasting a few days and others many years. The nature of the service industry is that people tend to move from job to job, and the job market in this area offers the roamers more choices than ever. That increases the chances of interviewing and hiring "interesting" people to work for us—as a matter of fact, we've been a magnet for characters.

We once had a tall, beautiful dishwasher who could have stepped off the cover of Cosmopolitan magazine. I could easily picture her wearing a feather boa and high heels with her rubber kitchen apron. Although I would tell her to wear good tennis shoes for comfort, she continued to wear fancy shoes. Needless to say, she lasted only a couple of weeks.

I had a delivery guy with a thyroid problem who often forgot to take his medication. Once, I found him in the freezer screaming at the top of his lungs. This was a concern, of course, because he was our primary contact with customers.

Then there was the time I found another dishwasher sleeping out back. He was recuperating from a rather active social life.

I've had many job applicants who seemed incredibly excited and enthusiastic about getting a job, but then would not show up to fill in the application or even call. I've learned the most important thing is to roll with the punches. Things are not always going to go the way I plan. I've learned to rely on my managers, who are good at spotting questionable applications and reading people. It's always best to have more than one opinion.

I'm grateful that the market for delicious baked goods in Charlotte is incredible and my business is booming. Every day is still an exciting new experience. But, one day soon I still hope to have that drink with my cake and eat it, too.

Benson owns Tizzerts Inc., a bakery in Charlotte, N.C.

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This article originally appeared in the May/June 2001 issue of MyBusiness Magazine, NFIB's member magazine.

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