national ice cream retailers association · moderator: hank sweeney, classic mix partners double...

National Ice Cream Retailers Association

OCTOBER 2017 - $15.00

IN THIS ISSUE A Distributor’s Perspective by Lisa Hyvonen.................................................1 2017 NICRA Seminar Schedule......................................2 Butter Prices....................................................................4 New Active & Supplier Members...................................6 NICRA Members Only Facebook Page..........................7 Exhibitors Signing Up for Convention...........................8 Come Early, Stay Late....................................................8 Convention Deadlines.....................................................8 Negative Leader; Positive Leader by Jon Gordon....................................................9 Tips to Reduce Employee Turnover by John Waldmann............................................10 2017 Officers, Board Members & Supplier Officers.....12

SUPPLIER MEMBER SPOTLIGHT

YOU OPENED AN ICE CREAM SHOP-FROM AN ICE CREAM DISTRIBUTOR’S PERSPECTIVE

by Lisa HyvonenDomenico Food Products, Inc.

Congratulations, you are a business owner. You have made the decision to join the self-employed. You have decided on a name for your business and filed notice with the state in which you reside.

You have downloaded every piece of information you can get your hands on, you have talked to your local health and safety folks about their requirements and you have signed a lease on the best location in town.

~~Fast forward a bit to the part about buying product for your store~~

As a specialty distributor with 3 warehouses in a niche market, we are considered a small distributor. We value our customers and their decisions, and as a business person, you are looking for the best prices that provide you with the best value. Somewhere in all of this is a partnership and both sides strive for that partnership to work effectively and efficiently.

In order for a distributor to stay profitable, the distributor knows what it costs to bring a box into the warehouse and deliver to your store location which is crucial to our business. We pride ourselves on good service at fair prices. Fair means a fair price to you that covers all your food costs and fair to us, means covering our transportation costs to our warehouse, costs on our local trucks, wages and overhead.

But does fair to the shop owner mean the distributor is not covering those costs and risks not being profitable and ultimately closing their doors? We are asked for pricing

concessions daily and I use it as a chance for open dialogue and frank discussions about expectations. You, as the customer, want the best service at the best price. Reality is that good customer service comes at a price. Are you willing to pay for good service? Some are, some are not. Reality is also somewhere in the middle; if you feel you are getting good service at a fair price, then you are happy.

All this means to you is do your homework, meet with the representatives of the company. Find out what their limitations are and what they are willing to do for you. You can find the best fit for you and your business if you do your research.

Plan Now to Attend NICRA’s 84th Annual Convention

& Trade ShowFounders Inn & Spa

Virginia Beach, VirginiaNovember 7-9, 2017

2 NICRA October 2017

CALL YOUR NICRA SUPPLIER MEMBERS FIRST

http://www.nicra.org

NICRA 84TH ANNUAL MEETING NOVEMBER 7-9, 2017FOUNDERS INN & SPAVIRGINIA BEACH, VIRGINIA Monday, November 6, 2017 10:00 AM – 3:00 PM Golf Tournament

10:00 AM – 3:00 PMExecutive Committee Meeting

4:00 PM – 9:00 PMMembership Committee Meeting Tuesday, November 7, 2017 7:00 AM – Noon Board of Directors Meeting

Noon – 1:00 PMBoard of Directors Lunch Noon – 5:00 PM Suppliers Setup Exhibits

12:30 – 5:00 PM Open Registration 1:15 PM – 1:45 PM General Session – Convention Overview KickoffConvention CommitteeJill Curran, Kimball Farm, ChairmanDavid Deadman, Chocolate Shoppe Ice CreamGeorge Xouris, Andia’s Homemade Ice CreamGeorge Dunlap, C. Nelson Mfg.

1:45 PM - 2:30 PM Concurrent SessionSingle Scoop: Develop Your Concept Speaker: Patti Otte, Sweet Firefly Moderator: Dirk White, The Alaskan CreameryDouble Scoop: Sharpen Your Concept – What is Working? What is Not? Speaker: Ken Smith, Moo Thru Moderator: Janet Mitchell, Woodside FarmTriple Scoop: Concept Fads & Trends That Impact Your Existing Business Speaker: Nicole Therioult, I. Rice & Co., Inc. Moderator: Ben Keser, Concord Foods/Oringer div. 2:30 PM – 3:00 PM Break 3:00 PM - 3:45 PM Concurrent Session

Single Scoop: Financing Your Concept Speaker: Dave Deadman, Chocolate Shoppe Ice Cream Moderator: Hank Sweeney, Classic Mix PartnersDouble Scoop: Calculating the Cost of Your Ice Cream Cone Speaker: Bill Meagher, Lakeside Creamery Moderator: Jim Mitchell, Woodside FarmTriple Scoop: Why You Should Raise Your Prices Speaker: Joe Venuti, Bedford Farm Moderator: Rod Oringer, I. Rice Co., Inc. 3:45 PM – 4:30 PM Concurrent SessionSingle Scoop: Choosing My Location & What I Learned Speaker: Sean Brockette, Lake Highlands Creamery Moderator: Katie Dix, Capannari Ice CreamDouble Scoop: Ice Cream Trucks, Festivals & Farmer’s Markets Speaker: Andia Xouris, Andia’s Homemade Ice Cream Moderator: George Xouris, Andia’s Homemade Ice CreamTriple Scoop: Licensing to a Third Party Location Speaker: Rich Draper, The Ice Cream Club Speaker: Dave Deadman, Chocolate Shoppe Ice Cream Speaker: Jeff Shain, Shains of Maine Moderator: Neil McWilliams, Spring Dipper

4:30 PM – 4:45 PM Break 4:45 PM – 5:15 PM First Timers Meeting – Valerie Hoffman, Yummies 5:15 PM - 5:45 PM Question & Answers

5:45 PM – 6:00 PMMeet & Greet the NICRA Officers and Board of Directors 6:30 PM - 7:00 PM Welcome Reception & Cash Bar Meet NICRA Past Presidents 7:00 PM - 8:15 PM Welcome Dinner (Ticket Required) 8:30 PM - 10:00 PM Your Best New Flavor Contest Exhibits Open - Cash Bar

Wednesday, November 8, 2017 7:30 AM - 4:00 PM Registration Open

3NICRA October 2017 http://www.nicra.org

8:00 AM - 8:45 AM Opening Breakfast (Ticket Required)

8:45 AM – 9:00 AM Virginia Beach Convention & Visitors BureauWhat to do and see in Virginia Beach 9:00 AM - 10:30 AM Concurrent SessionSingle Scoop; Double Scoop; and Triple Scoop Altogether Social Media Speaker: Steve Christensen, Inside Ice Cream Moderator: Jill Curran, Kimball Farm 10:30 AM - 5:00 PM Exhibits Open Trade Show Day 10:35 AM - 11:45 AM Coffee Break 11:45AM - 12:45 PM Luncheon (Ticket Required)

1:00 PM – 2:30 PMSpeed Networking for Ice Cream Store Owners Speaker: Carl Chaney, Chaney’s Dairy Barn Moderator: Jim Oden, Debbie’s Soft Serve 2:45 PM – 4:00 PM Concurrent SessionSingle Scoop: POS Systems Speaker: George Xouris, Andia’s Homemade Ice Cream Moderator: Frank O’Brien, Daddy O’s Irish Ice CreamDouble Scoop: Best Customer Loyalty Programs Speaker: Jason Mandler, Carmen’s Italian Ice Moderator: Valerie Hoffman, YummiesTriple Scoop: Promotion of the Year Award Presentations Speaker: Lynda Utterback, The National Dipper

4:00 PM – 4:15 PM Coffee Break 4:15 PM 5:30 PM Concurrent SessionSingle Scoop: Morning/Nightly Cleaning Procedures & Regular Maintenance Speaker: Victoria Mufson, Jon’s Ice Cream Store Moderator: Matt Lumpkin, Matt’s Homemade Alabama Ice CreamDouble Scoop: How to Find & Train the Right Manager Speaker: Kelly Dillon, Marianne’s Ice Cream Moderator: Jen Cook, Cook’s Ice CreamTriple Scoop: Justifying a Major Store Renovation




6:00 PM – 9:00 PM Party in Exhibit Room Bryce Thomson Silent & Live Auction

Thursday, November 7, 2017 8:00 AM – 3:00 PM Convention Registration 8:00 AM – 8:30 AM Continental Breakfast 8:45 AM - 10:15 AM Food Safety Modernization Act (FSMA) Speaker: Rich & Heather Draper, The Ice Cream Club Speaker: Dave Deadman, Chocolate Shoppe Ice Cream Moderator: Jill Curran, Kimball Farm

9:00 AM – 10:30 AM Supplier Meeting in Exhibit Room 10:30 AM – 3:45 PM Exhibit Hours 10:30 AM - 10:45 AM Coffee Break 10:45 AM - 11:55 AM Concurrent SessionSingle Scoop: Accounting 101 – Understanding Balance Sheets & Income Statements Speaker: Charlie Wilcox, Marianne’s Ice Cream Double Scoop: Accounting 201 – Understanding Your Cash Flow Speaker: Ken Dix, Capannari Ice CreamTriple Scoop: How to Plan Your Exit Strategy/What is your Business Worth Speaker: Stan Sitton, Green Mountain Flavors Moderator: Neil McWilliams, Spring Dipper Noon - 12:45 PM Luncheon (Ticket Required)

12:50 PM - 1:30 PM Ice Cream Clinic In Exhibit Room 1:35 PM - 2:30 PM Concurrent SessionSingle Scoop: Methods for Hiring The Right PeopleDouble Scoop: Hiring Year Round Employees & Offering BenefitsTriple Scoop: How to Know and When to Let Employees Go 2:35 PM - 3:30 PM

Concurrent SessionSingle Scoop: Marketing to Open Your Ice Cream Store Speaker: David Bermudez, La Michoacana Ice Cream Double Scoop: Marketing Your Established Ice Cream Store Speaker: Kelly Larson, Sweet Temptations Triple Scoop: Marketing Your Wholesale/Catering Business Speaker: Sarah Deadman, Chocolate Shoppe Ice Cream Speaker: Andia Xouris, Andia’s Homemade Ice Cream Moderator: Neil McWilliams, Spring Dipper 3:30 PM - 3:45 PM Coffee Break 3:45 PM - 5:00 PM Concurrent SessionSingle Scoop: Menu Development Speaker: Mike Bouvier, Hey Mikey’s Double Scoop: Brand Development Speaker: Mary Leopold, Leopold’s Ice CreamTriple Scoop: Upselling for Profits

6:00 PM – 6:30 PM Cocktail Party 6:30 PM – 9:00 PM Awards Banquet

Friday, November 10, 20178:30 AM – 2:30 PMTour - Colonial WilliamsburgPLEASE NOTE: Seminar topics and/or dates and times are subject to change due to the availability of speakers.

BUTTER PRICES

September 8, 2017 – Grade AA Butter finished at $2.4575. The weekly average was $2.45750. (2016 price was $2.0350)

September 15, 2017 - Grade AA Butter finished at $2.4475. The weekly average was $2.4240. (2016 price was $2.0160)



Support prices for butter start at $1.05. Butter prices are reported from the Chicago Mercantile Exchange every Friday. The Merc is considered a spot market for butter. Merc prices are important to dairy farmers because the value of the fat and fat differentials in raw milk are established from the prices quoted from the Exchange, and Merc prices are used in the BFP update.

5NICRA October 2017




NEW ACTIVE MEMBERS

Chanelle Bishop-Gilyard3911 Powell Rd.Chester Springs, PA 19425610/781-6611

Scott Campbell478 Blossom Ln.Cincinnati, OH 45244513/910-2792DD, SS

Campbell’s Frozen Custard12198 Dapple Gray Ct.Woodbridge, VA 22192571/332-6486 Tim Weis, Jenny WeisFC

Colby’s Ice Cream & Bake Shop, LLC1254 Rush Scottsville Rd.Rush, NY 14543 585/259-5559James KolbFD, SS, O

Colonial CreameryP. O. Box 475Colonial Heights, VA 23834804/638-9790Gary Kvasnicka, Crystal KvasnickaDD

Conrad’s Confectionery107 Westwood Ave.Westwood, NJ 07675201/664-2895John Krachtus, Tony ThanasidesDD

Farley’s Homemade Ice Cream II740 Brewers Ridge Rd., Unite #5Jackson, NJ 08527848/222-4332John Burnetsky, Christine BurnetskyWD, DD, SS, II

Flying Mantas, Inc.33 Baldwin St.Pennington, NJ 08534609/818-1762Glen GriffithsMP, WD, FD, SS, GG, FC, II

The Local Scoop413 Matthews Estates Rd. Matthews, NC 28105386/235-0888Janel ParkmanDD, SS, GG

Todd Mason, Joanne Mason996 Pine Springs Rd.Kamloops, ON V2B 8H2 Canada250/320-1443YD, SS

Mayberry Ice Cream5645 Mayberry Sq. EastSylvania, OH 43560419/517-5580Tifany Scott, Jordan ScottCassie MuehlfeldFD

Melt4266 Mica Ave., Unit ALittle River, SC 29566843/455-9260Brandon Causey, Ashley CauseyDD

Mike Dubb’s Frozen Custard88 Elk Ave.New Rochelle, NY 10804914/420-3774Michael WeissmanFC, II

Milton Hershey SchoolP. O. Box 830Hershey, PA 17033717/520-2241Rachel TellerKen McCallJanelle FarkasDD

Mr. C’s2585 Pond ValleeOakland Twp., MI 48363313/929-0171Vito CatalfioDD, SS, FC

The Neighborhood Scoop1301 Oakwood Ave.Richmond, VA 23223804/938-9961Lawson WijesooriyaDD

7NICRA October 2017



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North Texas Jellystone Park2301 S. Burleson Blvd.Burleson, TX 76028817/386-8000Ana RossRonald BoyerSteve StaffordFD

Olson’s Ice Cream, Inc.611 N. Bridge St.Chippewa Falls, WI 54729715/723-4331Dan Hunt Linda Hunt MP, WD, FD

Sweetwaters at Landalls421 South Ave. C Portales, NM 88130323/691-6960Landall GoolsbyPeggy GoolsbyNikoshe SealesFD, SS, II

Wicked Slush13840 Healdsburg Ave.Healdsburg, CA 95448707/327-6669Amy Covin

NEW SUPPLIER MEMBERS

Avalon Chemicals,Inc.10101 Southwest Freeway, #440Houston, TX 77074713/219-1457www.avalonchemicals.comVinay DeshmaneSamah DeshmaneMaria VargasIce ream Stabalizer Mix

Met Speed LabelP. O. Box 850Levittown, PA 19058215/946-7200www.metspeedlabel.comRobert ReederJoe FelixChuck MullenLabels and Label Printers

NICRA MEMBERS ONLY FACEBOOK PAGE

NICRA now has a members only Facebook page, just for members to post photos and videos of your store, ask ques-tions of fellow ice cream store owners, exchange ideas. Share promotions, get and give advice.

It is quick and easy to sign up. Go to https://www.facebook.com/groups/710619052438670. Tell us who you are and the name of your store and we will add you to the discussion.

Since the page was started during the convention in Novem-ber, there has been a lot of discussion and because Yahoo just announced they have been hacked, we will no longer be us-ing the NICRA News group. If you are a member of the news group, sign up for the Facebook page instead.

Plan Now to Attend NICRA’s 84th Annual Convention

& Trade ShowFounders Inn & Spa

Virginia Beach, VirginiaNovember 7-9, 2017




EXHIBITORS SIGNING UP FOR 84TH ANNUAL CONVENTION

The following companies have already signed up for exhibit space at NICRA’s 84th Annual Convention and Trade Show November 7-9, 2017 at the Founders Inn & Spa in Virginia Beach, Virginia.

The exhibit room is nearly sold out. If you are a Supplier member and want to exhibit at the show, hurry and get your application into the NICRA office before all exhibit booths are sold.

Advanced Gourmet Equipment & DesignAvalon ChemicalsChocolate Shoppe Ice CreamClassic Mix PartnersCold Car USAConAgra BrandsConcord Foods/Oringer div.Cone GuysJD Drip CatcherDV PlasticsDingman’s DairyDippin’ FlavorsEmery Thompson MachineForbes ChocolateFroyo Gelato SuppliesFrozen Solutions, Inc.Global RefrigerationGreat Lakes Ice Cream & Fast Food Assn.Green Mountain FlavorsHershey’s Ice CreamHomestead CreameryThe Ice Cream ClubJD Drip CatcherJoy Cone CompanyLakeland Confectionary SupplyLloyd’s of PennsylvaniaLochhead Mfg. Co.Mami’s GelatoMet Speed LabelThe National DipperC. Nelson Mfg. Nielsen-Massey VanillasNo Water BathPreGel AmericaPurdy ProductsI. Rice Co., Inc.Taylor CompanyTaylor Freezer of New EnglandTrahin Miller Insurance ServicesTR ToppersUpstate Niagara Inc.Weber Flavors

COME EARLY!!!Heron Ridge Golf ClubMonday, November 6, 2017- Tee Time 10:00 AMGrab your clubs and get ready for a beautiful afternoon of Virginia Golf. Destination: the Heron Ridge Golf Club. Heron Ridge, which features 14 holes with lakes, water haz-ards or natural wetlands winds around a unique setting of tall Oak, Beech & Elm trees, Wetlands, Natural Depressions and uncommon elevation changes, topography that is not typical-ly found in this geographical area. All of these elements lead to a unique feel on each and every hole and provides a more memorable experience for those that take on the challenge. Cost is $60 per person.

STAY LATE!!!Tour of Colonial WilliamsburgFriday, November 10, 2017 - 10:00 AM- 3:00 PMDepart via motor coach with your tour guide for the charm-ing town of Williamsburg. A dedicated, licensed tour guide will provide interesting and informative narration during the ride about the historic Virginia Peninsula and the Coastal Virginia area.

Once you arrive in Williamsburg, you will step back into the 18th century while strolling through the streets of Colonial Williamsburg. Your historical interpreter will guide you through the past and the events that helped shape America’s history as you enjoy a one and one half hour leisurely walk-ing tour through the restored area of this lovely colonial capital city (Actual distance is approximately 4-5 blocks).

Following your overview tour, enjoy free time to shop and browse in the many unique specialty shops in Merchants Square. High quality apparel, gifts, jewelry, unusual quilts, beautiful furniture and holiday decorations are but a few of the offerings found in this quaint, picturesque shopping area. Enjoy lunch on your own in one of the Colonial Taverns or in Merchants Square. Admission to buildings additional. Cost is $66 per person, includes transportation.

CONVENTION DEADLINES

Friday, October 6, 2017 – Deadline to make your room reser-vation at the Founders Inn & Spa.

Thursday, October 12, 2017 – Last day to pre-register for the convention. After today you will have to register on-site.

Tuesday, November 8, 2017 – Attend Convention!!! See you in Virginia Beach!

9NICRA October 2017



NEGATIVE LEADER, POSITIVE LEADER: FIVE SCENARIOS SHOW WHAT POSITIVE LEADERSHIP REALLY LOOKS LIKE IN ACTION

by Jon Gordon

If you let it, negativity can wreak havoc on any business. Leaders, it’s up to you to set the course for positivity and run your company on optimism. Jon Gordon cites five common workplace situations and compares the actions of negative and positive leaders. Optimism wins out every time!

The average modern-day workplace is far from positive. Everybody’s already tense and on edge due to work demands, stress, office politics, and the economy. Add in a pessimistic, angry leader, and you’ve got a bigger problem. In fact, a recent Gallup poll estimates that negativity costs the economy $250-300 billion a year and affects the morale, performance, and productivity of teams.

If you’re a leader, best-selling author Jon Gordon wants you to take this message to heart: Spreading negative energy solves nothing—in fact, it causes people to shut down. Morale suffers, employees disengage, productivity takes a hit, and profits fall.

“It’s easy to get upset and derailed by anger when things go wrong, but then the issue gets lost because you mismanaged the situation,” says Gordon, author of The Power of Positive Leadership: How and Why Positive Leaders Transform Teams and Organizations and Change the World. “Leading a team is really a lot like parenting. If you yell at your kids, they miss the message. Instead you have to use love and accountability to help them perform their best at all times.”

Gordon strongly believes in positive leadership, which means sharing optimism, hope, and inspiration with your team. Yes, even when—especially when—things go wrong.

It also means not ignoring negativity within your organization. (He says this is one of the biggest mistakes leaders make.) You must address the negativity, confront it, transform it, or remove it before it has a chance to breed and grow. This is the role of a positive leader.

“A lot of people roll their eyes when they hear about positive leadership,” says Gordon. “They think positive leaders are nice, undisciplined, happy-go-lucky people who smile all the time and believe that results are not important. On the contrary, positive leadership consistently helps organizations thrive and inspires teams to get results.”

But here’s the question: What does positive leadership look like in action? Gordon answers this question by presenting

five common business scenarios that many leaders face. Keep reading to learn and understand the different approaches taken by negative versus positive leaders—and why your leadership style matters so greatly to the success of your company.

SCENARIO 1: Your team member doesn’t deliver their part of the project (again!). NEGATIVE LEADERS attack the person and focus on the past. POSITIVE LEADERS attack the problem and focus on the future.

“Positive leaders should identify why the underperforming employee has not delivered and coach them to solve the problem and achieve success,” says Gordon. “They have to be demanding without being demeaning. They both challenge and encourage their teams and organizations to continue to improve and get better.

“The difference between a positive leader and other leaders is that many leaders focus on accountability first and love comes later or not at all,” he adds. “Many talk about tough love and I believe in it, but I have found that love must come first. If your team knows you love them, they will allow you to challenge and push them. Instead of tough love, it needs to be love tough.”

SCENARIO 2: A salesman consistently misses goals and makes excuses. NEGATIVE LEADERS complain and blame. POSITIVE LEADERS identify opportunities.

“It’s important to help your team remember that there’s always an opportunity for improvement,” says Gordon. “Positive communicators encourage and inspire others to do more and become more than they ever thought possible. Positive leaders are great encouragers, and it’s something the world needs more of. With so many people telling us we can’t succeed, we need to hear people telling us we can.

“Anyone pursuing anything worthwhile will fail and fail often,” he adds. “I certainly have failed many times, but when I look back, I realize I wasn’t failing; I was growing. I learned that you can dwell on the past or look forward to making the next opportunity great. You can see life as a game of failure or opportunity. It’s all in how you see it.”

SCENARIO 3: Your customer service employee has a history of being rude to customers. NEGATIVE LEADERS fire offending employees right away. POSITIVE LEADERS first seek to transform them.

Martin, a leader with the company Seventh Generation, told me that he put a sign on his door that read, Energy vampires welcome. Expect to be transformed. Employees who act out on the job are energy vampires. The first step in dealing with an energy vampire on your team is not to remove but to transform. No one really wants to be an energy vampire. These people are likely negative for a reason. The first steps




should always be to listen with empathy and love, and try to understand and transform.

“I have found that the best way to deal with energy vampires in your organization is at the culture level, where you set the expectation that people who drain the energy of others will not be tolerated,” says Gordon. “You talk about the negative impact of negativity. You explain that one person can’t make a team but one person can break a team. You talk about what a great culture looks like and how you want everyone to be a positive contributor to it.”

SCENARIO 4: An employee shows values inconsistent with company culture (shows a lack of transparency, overpromises on deliveries, stirs up drama with colleagues, etc.). NEGATIVE LEADERS overlook inconsistencies and move on to other problems. POSITIVE LEADERS show love and accountability companywide.

Former CEO Alan Mulally turned around Ford with both love and accountability. He believed you have to love your people, but you have to make sure you hold your team accountable to the plan, the process, the principles, and the values of the culture.

“Mulally had a zero-tolerance policy for violating the process,” says Gordon. “This is how positive leaders should approach dealing with inconsistencies in organizations. If someone violates the process and you don’t address it, then everyone knows you aren’t committed to it. But when you love people and hold them accountable, it’s amazing how fast things can move in the right direction. And if you’re failing in some way, you won’t be ostracized, but rather you will find the support you need to succeed.”

SCENARIO 5: Your company is falling on hard times, and everyone is worried about their job. NEGATIVE LEADERS become even more negative and turn volatile and hopeless. POSITIVE LEADERS lead with faith instead of fear.

During the Great Recession, as the rest of the country was going through the downturn, the people who lead and work for the companies in Silicon Valley refused to participate in the recession. They were too busy trying to change the world. They were surrounded by a bubble of optimism.

“Ultimately, being a positive leader is all about leading with faith in a world filled with cynicism, negativity, and fear,” says Gordon. “The ultimate battle we face every day is the battle between faith and fear. As a leader you must realize that your people are facing this battle daily. They are filled with fear, doubt, and uncertainty, and it’s your job to inspire them with faith. Leading with optimism, positivity, and belief comes down to leading with faith instead of fear.”

“Negativity routinely drains energy and sabotages talented teams,” concludes Gordon. “But leaders are optimally positioned to combat negativity and pessimism at every level of their company. As quickly as systemic pessimism poisons a group of people, relentless optimism is guaranteed to change the destructive negative dynamics and transform your culture. It’s truly up to you. Focus on the positive in all situations and see the remarkable difference it makes.”

About the Author: Jon Gordon’s newest book is The Power of Positive Leadership: How and Why Positive Leaders Transform Teams and Organizations and Change the World. His best-selling books and talks have inspired readers and audiences around the world. His principles have been put to the test by numerous NFL, NBA, and MLB coaches and teams, Fortune 500 companies, school districts, hospitals, and non-profits.

In addition to his new book, Jon has written numerous bestsellers, including The Energy Bus, The Carpenter, Training Camp, The Seed, You Win in the Locker Room First, and The No Complaining Rule. He and his tips have been featured on Today, CNN, CNBC, The Golf Channel, Fox and Friends, and in numerous magazines and newspapers. His clients include the Los Angeles Dodgers, Atlanta Falcons, Campbell’s Soup, Dell, Publix, Southwest Airlines, Los Angeles Clippers, Miami Heat, Pittsburgh Pirates, BB&T, Clemson Football, Northwestern Mutual, Bayer, the U.S. Military Academy, and more. Jon is a graduate of Cornell University and holds a master’s in teaching from Emory University.

TIPS TO REDUCE EMPLOYEE TURNOVER & ABSENTEEISM IN YOUR ICE CREAM STOREBy John Waldmann

Your employees are your business. They greet and serve your customers, they open and close the shop, they handle the money, and they work alongside you in your ice cream store. Each night, they leave, and each morning, you hope they come back.

There are a lot of other employers that would love to hire your employees. In the city of Houston, there are around 650 job postings a day just on Craigslist for hourly workers. In Los Angeles, there are 800. Each day! You’ve got to ensure that your employees are happy, or they might look elsewhere. So what are the driving motivators for employees to change jobs, and what can you do to improve employee retention?

1. Create flexible working hours, There’s a lot of chatter about millennials and how to manage them. Over two-thirds of all service-industry employees are under 35 years old, and 3 out 10 are between ages 19 and 26. Often, they’re students balancing inconsistent study schedules or people working multiple jobs. Millennials value flexibility, and being flexible

11NICRA October 2017



The National DipperThe only magazine that keeps you up-to-date in the retail frozen dessert industry.

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to your employees’ personal obligations when building a schedule will greatly improve their satisfaction. Better yet, provide them the ability to give input into their start and end times.

2. Be consistent. Recently, Reuters profiled an employee at McDonald’s whose work hours fluctuate almost weekly, which is a common practice now getting attention. Last-minute changes can make income and life unpredictable for workers, and is now getting attention from politicians in states like Oregon and New York. Creating consistent weekly schedules, weeks in advance, is a big win if you’re looking to improve employee retention. Look for a software provider that enables you to create reusable scheduling templates, can inform your employees of their schedule weeks in advance, and can enable them to submit requests for time off or trade a shift with a colleague.

3. Offer training. Professional development is a powerful way of keeping employees happy and productive. Can you offer your employees training in some new skills? Can they work in another department one day a week, or move over entirely, in order to see a new part of the business? Is there a relevant seminar or class they want to take that might also improve their work? Think outside the box, and you’ll watch your employees’ contentment and productivity rise.

4. Incentivize results. Even when times are busy (always), don’t forget to reward your star performers. Results that go unnoticed can be very deflating to employees and gives them

a reason to start looking elsewhere. Look at ways to keep track of employees who consistently perform. For example, acknowledge their on-time arrivals (some software solutions can track this automatically) and reward them with a small token of appreciation. Your employees will appreciate the recognition and feel inspired to continue their efforts.

5. Communicate! Last, but definitely not least, communication is fundamental to any relationship, and it is particularly important in the workplace. Some messages need to be communicated verbally and in-person, like feedback on how an employee is doing at their job. But other messages can be delivered electronically. Most small businesses still handle time-off or shift trade requests on paper or verbally, and these can easily get lost or forgotten. Putting systems in place that improve the ability to quickly and clearly communicate with employees can have a huge impact on their output.

Reducing employee turnover should be a goal for all ice cream store owners and managers. If you follow these suggestions, your employees will want to remain with you. And you’ll be glad they did.

About The Author: John Waldmann is the co-founder and CEO of Homebase, (www.joinhomebase.com), which pro-vides a new free real-time software solution that helps over 60,000 small businesses eliminate the paperwork of manag-ing their hourly employees, help manage overtime and curbs absenteeism and turnover.

12 NICRA October 2017http://www.nicra.org

2017 NICRA OFFICERSPresidentNeil McWilliams, Spring Dipper, Mammoth Spring, ARPresident Elect Jill Curran, Kimball Farm, Westford, MAVice PresidentDavid Deadman, Chocolate Shoppe Ice Cream, Madison, WISecretary/TreasurerGeorge Xouris, The Freezing Pointe, Morrisville, NCSecretary/Treasurer ElectJeff Shain, Shain’s of Maine, Sanford, MEImmediate Past PresidentJim Oden, Debbie’s Soft Serve, Smithsburg, MDExecutive DirectorLynda Utterback, Elk Grove Village, IL

Terms Ending Annual Meeting 2017Valerie Hoffman, Yummies, Warsaw, NY Sue Kloter, Kloter Ice Cream Barn, Ellington, CTKelly Larson, Sweet Temptations, Grand Haven, MIJohnny McGregor, Clemson University, Clemson, SC Stan Sitton, Green Mountain Flavors, Oswego, IL

Terms Ending Annual Meeting 2018Cliff Freund, Cliff’s Dairy Maid, Ledgewood, NJVince Girodano, Sno Top, Manlius, NYBob Hearn, Hearn’s Ice Cream, St. Marys, ON, CanadaJuergen Kloo, Joy Cone Co., Hermitage, PAJason Mandler, Carmen’s Italian Ice, Rockville, MD

Terms Ending Annual Meeting 2019Mary Leopold, Leopold’s Ice Cream, Savannah, GAJim Marmion, Advanced Gourmet Equip., Greensboro, NCPatti Otte, Sweet Firefly Ice Cream, Richardson, TJeff Shain, Shain’s of Maine, Sanford, MEDirk White, The Alaskan Creamery, Sitka, AK

2016 SUPPLIER OFFICERSPresidentGeorge Dunlap, C. Nelson Mfg. Oak Harbor, OHVice PresidentCherish Mathews, Forbes Chocolate, Broadview Hts., OHSecretary/TreasurerKyle Cameron, Joy Cone Co., Hermitage, PAChairmanLisa Gallagher, ConAgra Foods, Naperville, IL

COMMITTEES AND COMMITTEE CHAIRMANExecutive CommitteeNeil McWilliams, Spring Dipper, Mammoth Spring, ARNominating CommitteeJim Oden, Debbie’s Soft Serve, Smithburg, MDConvention CommitteeJill Curran, Kimball Farm, Westford, MAMembership CommitteeDave Deadman, Chocolate Shoppe Ice Cream, Madison, WI

Ice Cream Clinic CommitteePete Freund, Cliff’s Dairy Maid, Ledgewood, NJScholarship CommitteeCliff Freund, Cliff’s Dairy Maid, Ledgewood, NJ

MISSION STATEMENT FOR NICRAThe mission of the National Ice Cream Retailers Association (NICRA), a non-profit trade association, is to be the leader in the frozen dessert industry that others look to for help, support and education. NICRA will promote business growth and development throughout the industry.

VISION OF THE ASSOCIATIONNICRA will associate with similar associations dedicated to the same interests. NICRA will facilitate communication and education that both newcomers and veterans in the industry desire to be successful. NICRA will maintain a feeling of family within the association as it grows, and be dedicated to responsibly managing the association while maximizing value to the members.

NONDISCRIMINATION POLICYNICRA is committed to a policy of nondiscrimination in all of its endeavors. To that end, NICRA shall not tolerate any words or acts of discrimination, harassment or any inappropriate behavior in general against any person affiliated with NICRA, including its members and guests, with regard to race, sex, color, creed, religion, age, national origin, disability, marital status or sexual orientation.

This Bulletin is published by: National Ice Cream Retailers Association1030 West Devon AvenueElk Grove Village, IL 60007-7226Dave Deadman, Chairman Publications CommitteeLynda Utterback, Editor©2017 National Ice Cream Retailers AssociationVol. 38, No. 10

This issue of the NICRA Bulletin is now available online at http://www.nicra.org. Click on the Members Only button and enter your Username and Password. If you cannot find your Username and Password, call the NICRA office at 866-303-6960 or send an e-mail to [email protected] requesting the information.

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