March 21, 2025
The BandyWorks leadership survey polled c-store operators who provided their top 6 store staff talks. These c-store managers push themselves to find the best ways to build relationships. Top leaders know that their staff relationship is the key to great customer service, long-term loyalty, and perhaps most importantly, staff retention. That is why the leadership development group shares their c-store manager tips for improving operations specifically targeted at building trust and personal connections with their staff.
1 Take suggestions to staff
Focus on sharing. Whether it’s about store issues, promotions or daily tasks, managers take feedback and implement good ideas. This builds trust and keeps employees engaged. Often, after training programs, company meetings or leadership workshops managers report that their staff members are interested to know about the new things the managers have learned. Sharing the new items and showing the enthusiasm for the training, helps the staff to grow and builds engagement.
Top managers use the sharing exercise to build buy-in to the new ideas. That is, they believe it is a better way to have the team on the same page. By sharing the ideas, they are building inclusion and providing career development. The teaching, sharing, and engagement align the team to the keys that matter to the company. Naturally, this alignment takes an informal approach to focus staff on the goals and vision of the company.
2 Keep things simple for the staff instructions
Inevitably, top managers hold themselves to a standard of straight forward expectations. Clear and straightforward instructions help staff stay on track. Top managers break down tasks into easy-to-follow steps so that staff can focus on their work without unnecessary stress. Keeping things simple leads to better efficiency and fewer mistakes. Communication mirrors standard project management keys: establishing specific work tasks, with an allotment of time, along with a scheduled time and assignments that allow staff to know what is expected.
Of course, follow up remains a manager’s responsibility, but establishing clear expectations with simple instructions allows for success with less effort. Simple outperforms complex. Of course, big jobs are necessary, but breaking down the job into smaller tasks, avoids excessive complexity and achieves the necessary simplicity.
3 Be prepared as we reflect on ourselves and our store
We may find some things at work and personally that may be hard work and bigger than we originally think. A good manager not only has talks with his or her team, but also checks in internally. Being sure to keep your priorities and focus in place takes time. Having a process to review (a sort of internal talk), helps to avoid having a lot of distractions and problems that reduces or distracts from the important work with the team building.
Keep an internal check and review process. Utilize your boss, build a network, and ensure you include new ideas to keep your thinking and actions fresh and focused. Taking time to reflect helps managers ensure they are on top of the priority work, but also sets the example that they take their own responsibilities just as seriously as they take coaching and following up with the store team. Leading by example promotes a fair approach that establishes the basis for trust and constructive feedback.
Finally, when the store is ready for business, and the priorities are in place, the daily work flow is less stressful. It helps everyone to enjoy the job. As Jeff Erb of Main Stop loves to remind his managers, one big job every day is to “make sure the store is ready for business.”
4 Ask the staff if they have any questions
Creating a space where staff feel comfortable asking questions leads to better communication. They encourage open communication and make sure the staff feel heard. The comfort and/or buy-in is enhanced when staff know their opinions are important. Understanding your staff allows managers to understand where extra training or support is needed.
Using questions, managers are able to confirm their staff understand their responsibilities. The answers re-enforce the buy-in, pre-load accountability, and establish a fair basis for follow-up. Fair minded staff are open to constructive feedback, if they feel they have been given sufficient training and opportunities to succeed. A genuine question aimed at helping your team to succeed, provides that confidence and trust that encourages the willingness to improve and grow.
5 Remind staff to make a difference with every guest
Keep the staff focused on their purpose. One of the most energizing and fulfilling conversations is to help each store member to value their customer communication and interactions. Not every, successful convenience store cashier starts with a gift for happy service. Leaders work to understand their staff and help them to use their personality to welcome those in the store. The best managers find a way to allow their staff to be themselves and connect with people.
Every customer that comes through the door is a guest of the store and deserves to be treated as such. A simple smile, greeting, or helpful attitude can turn a one-time visitor into a loyal customer. Of course, some are just really not out-going, but they must engage. Finding a job and a method to keep the store service aligned, professional and to the company brand is essential. Allowing each person to be comfortable yet meeting the customers may require creativity and follow-up. Smiles, attention, and eye-contact may be enough for those that just are not bubbly. Finding the path and helping your team to connect is rewarding and good business.
6 Always have daily task that are consistent
A structured routine helps keep everything running smoothly. When staff know what to expect each day, they can stay on track and work effectively. Yet, this consistency can be a two-edged sword. The very nature of repetitiveness can also allow complacency and neglect. That is, if we are super consistent, we risk boredom. Conversely, if we change too much, we risk losing our clarity and focus. Being consistent and staying engaged and attentive is a big part of the leadership and daily management.
Convenience is about people. Leaders value their staff, customers, vendors, and themselves. They believe in the team and work to keep their staff engaged. Happy staff and engaged staff find ways to serve and enjoy their work.
Undoubtedly, there are other items top c-store managers do in their stores. These top 6 c-store store staff talks are common sense ways to engage store staff. As studied by numerous HR groups such as this study by Gallup, employees quit their bosses not their jobs. It is imperative for managers to engage their team and build strong teamwork. These leadership ‘talks’ are a common-sense list to check your interactions and keep your relationships authentic, engaged, and trusting.