Community support is game-changing for running a successful nonprofit thrift store. You need donations to stock your inventory, word-of-mouth marketing from loyal shoppers, and volunteers to help with day-to-day operations. 

In response to your community’s generosity, you want to meet them with intention and appreciation. Particularly for volunteers, having a volunteer management strategy and training plan in place is vital for creating a positive experience, fostering connection, and exemplifying your values. 

Thrift stores are unique organizational models, and your training program should reflect that. We’ll cover tips for thrift store onboarding in this guide, so you and your volunteers will feel confident and ready to support your nonprofit’s mission.

1. Set a Schedule of Activities 

Before volunteers arrive, plan the activities you’ll assign them and train them on. Making a task-specific training plan may seem elementary, but you don’t want to get caught up in the retail rush during volunteers’ shifts and scramble to assign a task or leave volunteers feeling idle and bored. 

Regular operational activities for your thrift store likely include: 

• Screening and categorizing donations
• Cleaning and/or repairing donated inventory
• Pricing items
• Running the register
• Assisting customers
• Auditing inventory
• Replenishing stock 
• Tidying the shop floor
• Designing window displays

Consider which tasks make the most sense to assign to volunteers. For instance, reserve setting inventory prices for regular staff members, since it involves considering factors like target market, item condition and quality, item brand and rarity, seasonality and demand, pricing research, and profit margins (as ThriftCart’s guide to pricing explains). However, volunteers may be able to follow that staff member’s guidance to attach price tags to your items.

Start by training volunteers on simple, repeatable tasks and build from there. For example, run volunteers through your shop floor standards during their first shift, so that any time they have capacity, they can rehang clothes, reorganize shelves, or clear out fitting rooms.

2. Implement Safety Training

Like any retail environment, there are physical demands to working or volunteering in a thrift store. To minimize injuries and build volunteers’ confidence, include safety training as a part of volunteer onboarding. 

Review your risk management policies and consult with your nonprofit’s board of directors to ensure you follow best practices and provide a safe environment for patrons, employees, and volunteers alike. 

If you already have a safety training program for employees, you can replicate it for volunteers. You will likely also need to draft a liability waiver for volunteers to review and sign, so they’re aware of potential risks.

3. Pair Up Volunteers

You can’t be everywhere at once, and volunteers will likely have many questions during their first shifts. Pairing new volunteers with more experienced mentors or employees gives them a first point of contact for any questions.

This is also a great way to give more experienced volunteers or employees an opportunity to develop or exercise their leadership and mentoring skills. And since many people volunteer to connect with others, this supports a stronger community for your nonprofit. 

If you’ve only just launched your volunteer program, or none of your experienced volunteers will be there for training shifts, pairing two new volunteers together can also help smooth out busy shifts. You may need to be more available for support than if you had experienced volunteers around, but the new volunteers can collaborate to troubleshoot any hiccups. 

4. Walk Volunteers Through Check-Out Process

Since checking out is one of the most interactive moments customers will have in your thrift store, you’ll need to instruct volunteers on each element of the process. This may include:

• Adopting a welcoming attitude: Encourage volunteers to engage with customers, such as by asking shoppers how they’re doing and if they found what they were looking for. It’s also an opportunity to recruit new volunteers, so make sure current volunteers know where to direct interested people.
• Point of sale (POS) system operation: Thrift store transactions can be a little more complicated than typical retail transactions, so using a thrift-specific POS can streamline workflows for your employees and volunteers. In addition to walking volunteers through the platform, make sure a user guide is readily available for quick reference. 
• Return policy and other FAQs: Keep volunteers up to date on your return policy and other processes, as well as common customer questions. For instance, if you have a specific sale day, like 50% off all children’s clothing every Tuesday, make sure volunteers know this so they process transactions correctly.

By giving volunteers detailed training and the confidence to manage the register even during a rush, you’ll ensure both volunteers and customers have a great experience.

5. Allow Time for Questions 

Particularly for new volunteers, set aside dedicated time at the start of every shift to check in and address any questions or concerns that come up. Taking this step to communicate clearly and give volunteers a voice will go a long way toward establishing a positive volunteer culture. 

Your volunteers may also have ideas to share with you for bettering your thrift store’s operations. With a newcomer’s perspective, they may see things differently and bring fresh ideas. That feedback can be invaluable for adapting to your community’s needs as you grow your thrift store. 

6. Give Feedback

In addition to giving your volunteers a chance to share their feedback and questions, it’s also important to provide them with feedback. Positive affirmations encourage your volunteers and reinforce the importance of their work with your organization. On the other hand, constructive feedback is necessary to help volunteers complete tasks safely and properly. 

Try to give at least one piece of positive feedback to each volunteer during each shift. Spotlight specific things you’ve noticed they're doing well or strengths they’re developing to show them you’re paying attention and make them feel seen. Volunteers who feel appreciated are more likely to keep coming back, and you will want their continued support.

Thoughtfully trained volunteers will feel more confident in managing their tasks, giving you time back to continue making your nonprofit thrift store the best it can be for your community. Not only that, an intentional training program will lead to higher volunteer engagement and retention, meaning that even though it might take additional time and energy up front, it’s an investment in your store’s future success.

With three years in the thrift industry during a pivotal shift to omnichannel selling, Kyle Payton helps stores better manage inventory and forecast product needs. As General Manager at ThriftCart, he focuses on equipping nonprofit thrift operations with point of sale technology that makes their day-to-day operations easier. Kyle's passion lies in helping thrift store managers embrace digital solutions that support their unique mission and maximize their impact in the community. "Supporting nonprofits is incredibly rewarding. I’m here to provide thrift store managers with the tools they need to thrive, so they can continue making a positive difference in their communities."