With all the money spent on cameras and back office tracking, it is no wonder c-store operators frustratingly ask ‘How do age stings beat technology’? Surprisingly, technology to capture images and highlight risks does not ensure that age stings are addressed. The stings are not based on store activity but rather investigations of under-age activity …

Managers forget the numbers to fix problems. A store manager cannot make a customer buy anything. They can only address how the store operates. The key is store manager problem solving. They must manage staffing, stocking, inventory, finances, cleanliness, preparation and how the store operates. Their work directly influences the customer experience. Before they fix …

The presenters at a recent food-service-focused-c-store conference provided a unique perspective on their successes. C-Store operations have already or may soon become primarily focused on food service. The presenters included a single store operator, several top 10 chains, investment bankers, leading vendors and leading consultants in the convenience space. Here are the ten things I …

Surveys of c-store managers identify five keys to grow food sales.  Food service is critical to the future success of most c-stores. A strong store manager can typically thrive in a store with great food offers as many of the jobs are the same as non-food stores. However, there are key differences. Preparing and supporting …

Management keys for c-store food service utilize existing store manager skills, but require a few important new skillsets to maximize results. C-store managers have a complex job and the demands on their skills continue to grow.  C-Store operations’ complexity has increased with a combination of new services, technology, marketing and staffing challenges. The expansion of …

The annual Christmas exchange means having just one relative to pick a gift. Trying to find just the right gift is always so hard. When I drew the name of my brother in law that loves different whiskeys, I knew I was in trouble. I sent a panic call to my good friend that runs …

Store manager ROI strategy involves three components. Financial impact, store operations and leadership development drive the return on investment. Overall chain health requires each store to provide value in three areas. The return provided to the chain is maximized when all three areas are addressed. That is, the store provides Financial return, Operates well Grows managers …

Owners and operations leaders look for seven key things great c-store managers deliver to maximize their ROI on their store locations. In order to receive the desired c-store leadership, owners and operations leaders must provide the vision and mission. Store managers are responsible to hire, develop and encourage teamwork by building alignment with the purpose …

With the big investments made into c-store technology, it is important to ask: Does your operations system help your c-store manager support the customer experience?  Too often, the store manager is given more responsibility without adequate system support for the daily operations. Store managers face challenging responsibilities and unprecedented staffing shortages. C-Store operations support systems …

Abigail Cerra, ReFuel, discusses 7 key parts to c-store loyalty systems. While the rollout of a loyalty system can be daunting, there are a set of things to consider that can be addressed to successfully achieve the customer loyalty implementation. Based on her experience of implementing several loyalty programs she identifies a few keys to …

Building a system to develop c-store management to drive culture, live the brand and create growth requires discipline, process and consistency. Establishing a culture where staff consistently deliver what you promise your customers provides value that generates customer loyalty. With consistent results, the compensation and job satisfaction are generated in the store that keep the …

Customer experience versus service is the core concept address to maximize customer c-store relationships. In this multi-part series, we will take a dive into the importance of Customer Experience (CX) and how to deliver it to every customer that comes into our convenience store. It is the most important marketing tool there is in our …