Convenience store operators must work on improving their training programs so that they can improve sales, customer satisfaction and employee retention. By Jim Callahan. The strained economy has been a little bit of a double-edged sword for the convenience store industry. While customers may be a little tighter with their spending, I’ve found that employee [...]
Energy efficient washes can help car wash owners save money, while winning bonus points with customers who value sustainability. By Jim Callahan. Increasing profits at the car wash depends on two tasks: drawing new customers and tempting current customers to increase the frequency of their visits. To succeed with a car wash, you must be [...]
Checking store sets daily for clutter and cleanliness is a simple solution for enhancing your location’s appearance. By Jim Callahan I went to check on a small convenience store recently that was in need of a little pick-me-up. One of the first things I noticed was the amount of free space the store had along [...]
With 2013 well underway, convenience store retailers should take the time to evaluate their operations and develop a plan to stay ahead of their competition. By Jim Callahan. It has long been a habit of mine to prioritize my work hours and spend them where they are most needed. As a result, I am able [...]
As the calendar turns to 2013, convenience store retailers should embrace the challenge of exceeding their customers’ expectations. By Jim Callahan. Let’s face it, the great majority of us struggle miserably to drive sales during the very first week of each New Year. Here’s a resolution that every retailer can wrap his arms around—one that [...]
In a time of need for our customers, one bad apple can spoil all of the good will done by others. By Jim Callahan. “One bad apple spoils the bunch.” That is an old saying that certainly rings true, even more so when faced with public scrutiny over the availability and pricing of petroleum products. [...]
When times are tough, customers substitute bigger purchases for more inexpensive, feel-good items. By Jim Callahan. According to economists the lipstick theory works like this. You’re in the store, checking out some new gear. Then you check your finances and think, “No, better not.” You buy a new lipstick instead. The theory is that if [...]
By Jim Callahan With the 2012 NACS Show now just days away, here are some tips, thoughts and reminders to enhance your NACS Show experience. Beyond the night life, parties, shows and the glitter of the Las Vegas lights lies, by far, the best and most comprehensive trade show and conference in the industry for [...]
Something as simple a smile and a “thank you” goes a long way in elevating the customer service experience. By Jim Callahan. The saying goes, and I so agree, that you never get a second chance to make a first impression.In the business world, when you are expected to be a leader, this is something [...]
Employee safety requires a strong training program and commitment from everyone in the company. Store security is an issue that we all take extremely seriously. There must be procedures in place for all employees and managers to follow, and they must be followed to the letter. No exceptions. A couple of stories illustrate and reinforce [...]
Maximizing time spent right in your own stores is an investment that always pays off. By Jim Callahan. One of the common traits among top quartile chains is that we all invest a lot of hours in our businesses. For all of us, there is a finite number of hours that we can work and [...]
Convenience store operators have plenty of help when it comes to investing in a foodservice program. By Jim Callahan. I recently read that China’s convenience stores are experiencing double-digit growth in deli sales primarily driven by hot dog sales. But let’s be frank, nobody does hot dogs better than Americans. From the quality of the [...]
Consider this an open letter to the young men and women that work in our stores. If you want to advance, don’t let your bosses out work you. By Jim Callahan. Did you ever wonder how older co-workers keep going long after many of their younger cohorts seem to have worn down and out? I’m [...]
When it comes to attracting and maintaining repeat customers, a convenience store is only as strong as its weakest link. By Jim Callahan. In Thomas Reid’s Essays on the Intellectual Powers of Man he wrote that, “in every chain of reasoning, the evidence of the last conclusion can be no greater than that of the [...]
Getting one store back in order in just two-and-a-half days proved to be the ultimate retail challenge. By Jim Callahan. One of my retail clients recently had to take back two failed convenience stores—that were in extremely bad condition—from a franchisee on a Wednesday and wanted them back online by the weekend. I love a [...]