At The Counter: What to Teach a New FOH Hire in Their First 30 Minutes

May bakery operators make the mistake of leaning on the strongest counter staff to train new hires. Initially, it makes sense—they are great with customers, know the flow, and keep the store looking sharp.

But as I often did, we learn the hard way: just because someone can do the job well doesn’t mean they can teach it. This approach means losing productivity on both ends—your top performer is pulled away from sales, and the new hire often leaves training without truly understanding the “why” behind the work. This approach is best described as "winging it"—and it shows.  

A structured training program is essential for building a bakery culture that feels safe, clearly defines expectations, provides a framework for feedback, and supports the growth of a long-term team within your business.

But how do you actually begin. On day one, after clocking in, you have a nervous person standing there waiting to be shown the way.  And what you do next matters, a lot. 

These first 30 minutes a new team member spends at your counter sets the tone for everything that comes next: how they interact with customers, how confidently they speak about products, and how well they support your daily flow.

But too often, that first half-hour is spent shadowing aimlessly or learning “on the fly.”

To change this at your bakery, start here. 

The 30-Minute FOH Quick Start Plan

1. Teach the Greeting

Start with the words. Literally.

Give them the exact greeting you want used every time a customer walks in. It should feel warm, intentional, and easy to remember. This simple script builds confidence and consistency.

Example:
“Hi there! Thanks for stopping in! Are you celebrating something today?” or “Welcome in! Let us know if you have any questions while you look around.” 

2. Walk the Store Together

Take 15  minutes to physically walk the store, explain where things are, what sells best, what changes daily, and what NOT to forget at closing. This is where you begin teaching your FOH flow—not just what’s where, but why it’s placed that way.

3. Set the Tone for your Standards and Expectations

Explain your expectations clearly but encouragingly:

• “We keep things clean and reset the case often.”

• “We greet every guest within 5 seconds.”

• “We don’t say ‘I don’t know’—we say ‘Let me find out!’”

4. Introduce the 3-Item Rule

Train them to remember and talk about three key products during every counter service interaction:

• One best-seller
  • “Just so you know, our chocolate chip cookies are one of our best-sellers—people come in just for them. Have you ever tried one?”
• One new or seasonal item 
  • “We just brought in our pumpkin cream cheese muffin for fall—it’s new this week and already a hit. Want me to add one to your order so you can try it?”
• One personal favorite
  • “If you’re in the mood for something a little different, the almond croissant is my favorite—we make the filling from scratch and it’s so good warmed up!”

This gives them something to say when there's a pause in conversation and helps them guide the sale with confidence. 

The bottom line is that from the beginning, set expectations. Clearly.  When you tell people what "great" looks like, they rise to meet it.

Training doesn’t have to be complicated—but it does need to be structured and consistent.

When you give a new hire structure and confidence in their first 30 minutes, they’re far more likely to show up like a pro on day one—and every day after.