December 24, 2024
Jim Neaton, Stephanie Galentine, and Greg Garrison participated in the BandyWorks Year-in-Review panel on December 10 and shared these c-store operations 2024 key take-aways. The active session was attended by owners, operations leaders and store managers. The participating panelist operate dozens of stores each. They include the owner and leaders of Sunrise Stores, Lassus, and Garrison Food Marts.
Their key points and operational insights were based on their summary of 2024, planned questions from Mason Cowan, BandyWorks and over 30 leaders that participated in the Q&A. Their notes, insights, questions and feedback are summarized below:
C-Store Operations 2024 Key Take-Aways
Jim’s Insights:
- Goal: Jim aimed to implement a loyalty program and reach the highest tier of scan data integration across his 40 stores.
- Outcome: Rolled out the loyalty program but faced challenges due to unexpected staffing issues.
- Assessment:
- Jim shared an incident where the unexpected departure of a key employee who was instrumental in the loyalty program led to significant disruptions. This departure forced him to reassess his involvement in the project, realizing the risks of relying too heavily on single individuals for critical tasks.
- He also discussed the integration process of the loyalty program, which was complicated by the need to understand new technology quickly.
- Lessons Learned: The importance of cross-training staff and maintaining involvement in key projects to avoid disruption when unexpected changes occur.
- Advice: Jim emphasized the need to stay flexible and proactive in managing technology and personnel changes.
Stephanie’s Insights:
- Goal: Focus on enhancing company culture, developing leadership, succession planning, and analytical support.
- Outcome: Implemented several successful initiatives that fostered a stronger internal culture and improved leadership.
- Assessment:
- Stephanie detailed her approach to cultural enhancement through internal surveys which helped understand employee satisfaction and areas for improvement. This led to the creation of the “Love Thy Neighbor” award, a peer-nominated recognition program that helped boost morale and encourage supportive behavior among employees.
- Another initiative was the establishment of a leadership development program that included quarterly lunch-and-learns focusing on both soft skills and technical knowledge. The first quarter focused on emotional intelligence, which was well-received and led to noticeable improvements in team dynamics.
- Lessons Learned: The critical role of continuous feedback and targeted development programs in enhancing employee engagement and leadership skills.
- Advice: Stephanie advocated for a holistic approach to employee welfare, suggesting that taking care of employees’ needs leads to better customer service and overall business performance.
Greg’s Insights:
- Goal: Maintain efficient operations while expanding the convenience store operations.
- Outcome: Successfully managed to keep operations smooth during expansion and utilized competitive insights to strengthen market position.
- Assessment:
- Greg discussed the decision to focus on expanding the retail convenience side of the business, which included adopting new technologies and enhancing store offerings to stay competitive.
- He shared a story about adapting to increased competition by focusing on what they do best—enhancing customer experience and retaining a strong community presence. For instance, when a large competitor moved into their area, instead of trying to outdo them on scale, they focused on personalized services and local engagement.
- Lessons Learned: The importance of understanding the competitive landscape and adapting accordingly.
- Advice: Greg emphasized the need to stay true to one’s business values while being open to change and innovation to meet market demands.
Conclusion
All of our panelists highlighted the need for agility in the execution of their goals, learning from both successes and setbacks. They stressed the importance of employee engagement & development, customer satisfaction, and adaptive business practices as key drivers for future success.
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