Teamwork makes the dream work

I remember the first time I experienced musical retail. It was at the West End Marketplace in Dallas, Texas when I encountered a small group of retail employees singing – and I mean “singing” – while making fudge. It was pure fun!

At the time, I wondered “how do you get employees in a retail environment to sing?”

I don’t know about you, but my experience with people working in retail has not been all that positive. The majority of retail employees give me the impression they would prefer to be doing anything else instead of serving me.

So the idea of employing positive, happy people, who willingly do something most of us would hesitate to do in public – sing – seemed too good to be true.

Then I encountered The Cold Stone Creamery. As they refer to it, it is the ultimate ice cream experience.

Growing Through Happy Employees

Have you ever been entertained by a group of people singing a cappella, laughing, playing off of each other’s tricks, all while they make you something special?  It doesn’t really matter how good they sound. It’s all about their attitude. If the employees are happy – so are the customers.

This amazing concept even works in Tokyo, Japan as you can see from this YouTube video.

This intrigued me and I wanted to know more.

With a little research, I discovered a husband and wife team founded this unique shop. Donald and Susan Sutherland opened the first Cold Stone Creamery in Tempe, Arizona in 1988.

It took eight years before they finally were “discovered” by a local newspaper. Only then did significant growth begin.  Today, the operation has expanded through franchising to over 1,400 stores globally, generating over $500 Million in revenue.

The Sutherlands have built a successful business and were even on The Oprah Winfrey Show.

So what is it that makes this unique concept work?

The Power of Teamwork

Lots of organizations talk about teamwork. Many avidly promote it. Few know how to foster it – well.

As a differentiating value, Teamwork means cooperative effort of two or more people for a common purpose or goal. The key to fostering effective teamwork is in defining the common purpose or goal.

The mission of The Cold Stone Creamery is “We will make people happy.” Those are 5 important words that clearly define expected behavior of everyone – from the newest recruit to the oldest franchise owner.

“We” defines the team. It’s inclusive of everyone who works there.

“Will” defines the attitude. It’s positive, proactive and forward moving.

“Make” defines the activity. It’s the tangible thing employees’ do.

“People” defines the beneficiaries. This is a business that knows exactly who they serve.

“Happy” defines the outcome. Success is clearly outlined for everyone.

But some might suggest that it’s impossible to “make other people happy.” Happiness is a state of mind that we as individuals choose to be – or not to be. While this is true, the employees can be influencers. Thus, if employees are happy, then customers are happy. And that makes for good business.

A Higher Purpose.

The Cold Stone Creamery also promotes community involvement. As stated on their website, it’s about having a meaningful role in the local communities, supporting good causes, and influencing positive change.

This organization appears to understand the power of a higher purpose.

Employees at The Cold Stone Creamery know they are making more than ice cream. They are working together serving a purpose greater than themselves.

And for every aspect of their purpose, they know that teamwork makes the dream work.

What other groups of employees have you experienced that work well as a team, thereby building the community and the business?