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What Do Your Floors Say About Your Store?

Convenience store operators pushing a foodservice program must be committed to store cleanliness and sanitation. By Michael Schaffer, Contributing Editor If there is anything retailers and convenience store owners have learned from the economic downturn, it’s that they must do everything they can to welcome their customers and keep them loyal. And it can all

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The Customer Service Saboteur

Washington State University student analyzes ways customers get on each other’s nerves. By Eric Sorensen, Contributing Editor There are Some jerks, and then there are jerks. Joel Anaya has given them a fair amount of study, focusing on that very special jerk who can take a routine service experience—dining out, paying at a cash register, air

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Customer Service Is Key

SavOn convenience stores score exceptionally high on mystery shop reviews for its customer service skills. The convenience store industry has changed its customer service standards the past couple years. Customers expect more out of convenience store employees than ever before, and want some sort of “experience” when they stop by their favorite location. More c-stores

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SymphonyIRI Says Shopper Marketing Is Critical To Retailers

SymphonyIRI reports that “shopper-centric” retailers perform stronger than those focused more on the products. SymphonyIRI Group released its latest Times & Trends report, “Shopper Marketing: Every Decision Begins & Ends with the Shopper” for c-store owners to consider. Amazing products, strong advertising and outstanding stores are useless without shoppers. The shoppers in today’s market demand

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Veeder-Root Acquires Catlow Assets

Veeder-Root acquired the assets of Catlow Inc., based in Tipp City, Ohio.  Catlow is a manufacturer of petroleum dispensing equipment, serving the global market with a broad range of nozzles, swivels, breakaways and other hanging hardware components. Catlow’s customers include large regional retailers in North America, Petroleum Equipment Industry (PEI) distributors and commercial and industrial

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Quick and Complete

Roadrunner Markets refines its retail operations with the addition of a c-store prototype, a renewed commitment to foodservice and a firm emphasis on customer service. By John Lofstock, Editor. At a time when customers demand fast service, quality foods and convenient locations, Roadrunner Markets is pushing ahead with a retail strategy that would make even

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Mandatory Receipts at Convenience Stores?

A Philadelphia City Councilman wants to make receipts mandatory at all convenience stores in the city. Philadelphia City Councilman Curtis Jones told CBS News that he is frustrated that not all convenience stores readily offer receipts. Some, he said in the report, are hoping to keep cash transactions off the records. Jones, in the report,

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Kum & Go Prepares For Colorado Springs Debut

In the next five years Kum & Go aims to construct 20-25 c-stores in Colorado Springs, eight of which are expected to open in 2012. Kum & Go is set to debut its first Colorado Springs convenience store on June 1 at Academy Boulevard and Vickers Drive on the city’s northeast side. Based in West

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Capturing Hispanic Customers

Offering quality customer service with bilingual employees and traditional foods can drive retail loyalty among the growing Hispanic population. By Erin Rigik, Associate Editor. Today, Hispanic food is mainstream and attractive to a wide array of demographics seeking spicier flavors, but the secret to keeping your Hispanic customers’ repeat business lies in more than just

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Kum & Go Names “Supervisor of the Year”

Shannon Michels receives special honor. Shannon Michels, a Kum & Go associate since 1998, recently received the company’s prestigious “2011 Supervisor of the Year” award.  This marks the third straight year the company has recognized the Minot, N.D., native.  Michels, who resides in Williston, N.D., earned “2010 National Division Supervisor of the Year” and “2009

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QuikTrip Grows in Tuscon

With nine stores already in operation locally and three under construction, QuikTrip makes plans for more locations. QuikTrip continues its Arizona expansion as it plans to begin construction on a new Tuscon, Ariz. convenience store and gas station this May at South Alvernon Way south of East 22nd Street from Evergreen Development Co., the Arizona

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Prima Marketing Selling 26 Sites

Properties are available in West Virginia, Pennsylvania and Ohio. Prima Marketing LLC, of Denver, Colo., is selling 22 operating and closed c-stores plus four excess retail pad sites that it currently owns, leases, and/or operates. The properties are located in West Virginia and nearby areas of Pennsylvania and Ohio and include a mix of operating

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Kum & Go’s Chief Operating Officer To Retire

An internal and external search is being launched for a new chief operating officer. Kum & Go Chief Operating Officer Dennis Folden is retiring from the company later this summer.  According to Folden, after more than four decades at Kum & Go, he felt the timing was perfect. “I have been honored to serve Kum

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New Employment Screening Tools For NACS Members

LexisNexis program makes it easy and affordable for NACS member companies to screen employees. NACS and LexisNexis have teamed up to offer NACS member companies an affordable, user-friendly employment screening solution. The LexisNexis service is specifically designed to streamline and simplify the screening and hiring process to NACS members — both retailers and suppliers —

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Operational Excellence

By John Matthews, founder and president of Gray Cat Enterprises Inc. Managing a retail store is tough work. Between operations, merchandising, marketing and facility upkeep, retail business owners have their hands full.  Managing the details of retail is the difference between making it or not.  All too often, retail owners become lax in their operation

Subway Honors Manitowoc Foodservice

Two awards presented to Manitowoc at the Subway chain’s annual convention. At the Subway restaurant chain’s annual convention held in San Francisco in July, Manitowoc Foodservice was the recipient of two distinguished awards that recognized excellence in customer service and innovation.

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Don’t Overlook the Little Things

We all know that customer service, bright lights and a clean store drive business, yet many stores are not getting the message. By Jim Callahan. Last month I took a close look at making the outside appearance of our convenience stores attractive enough to entice consumers to want to enter our stores and spend more

Go above and beyond your customers’ expectations by offering amenities like clean washer fluid, working squeegees and paper towels.

Looking Good in the Neighborhood

A clean, consistent, upscale image and outstanding service isn’t enough to distinguish your brand anymore—it’s the bare minimum to stay competitive. By Jim Callahan. It’s February and I’m not quite sure about the official name for this dismal season, but this much is certain: I prefer the dog days of summer. This winter has seen

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Managing Word-of-Mouth About Your Brand

One-fourth of U.S. consumers admit they’re more likely to tell others about a bad experience than a good one. Consumers have sounded a clear warning to brands in COLLOQUY’s latest research into the word-of-mouth (WOM) sharing practices of U.S. households: Bad news travels fast. Of 3,295 U.S. consumers surveyed by COLLOQUY, a provider of loyalty

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Driving New Business in a Recession

Collecting customer data, using anonymous surveys and flawless execution can all be effective in attracting repeat customers. By John Lofstock, Editor. Downward slanting sales, a depleted customer base, constant stress, worry and handwringing…if these symptoms are all too familiar, then it’s likely your store is suffering from “recessionitis,” a disease plaguing many good-intentioned retailers. Fortunately,

Chevron Offers Techron2Go App

Chevron has introduced the new Techron2Go iPhone app which helps commuters locate the closest Chevron station while on the go. In addition, the app lets them plan a route showing all Chevron stations along the way, find the latest meal and drink deals at ExtraMile convenience stores and get more information on how the cleaning

McDonald’s Launches McCafe Scavenger Hunt

This Friday, Nov. 19, McDonald’s plans to hide three giant McCafe coffee cups in three locations located throughout Los Angeles, Orange, Riverside, San Bernardino and Ventura counties during its first-ever national McCafe Scavenger Hunt. Beginning at 7 a.m. PST, McDonald’s will distribute clues on their local Twitter account, @McDonalds_SoCal. The first person to find one

Shell Offers Holiday Savings

According to a recent travel survey conducted by the Bureau of Transportation Statistics (BTS), travel patterns indicate Thanksgiving through New Year’s is among the busiest long-distance travel periods of the year. To assist with holiday or even daily travel expenses, Shell is offering a variety of payment options, including the Shell Drive for Five Card

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Legacy Leadership

  At a Glance: Rutter’s Farm Stores Rutter’s enjoys a long, proud history tracing its roots in Central Pennsylvania all the way back to 1747. The company broke ground on its first convenience store in 1967 and today retails more than 100 million gallons of fuel annually throughout Pennsylvania’s York, Lancaster, Adams, Cumberland, Dauphin and

VERC Enterprises Aims and Delivers

VERC ENTERPRISES AT A GLANCE   VERC Enterprises was launched 35 years ago by Paul Vercollone and his father Eugene in 1975 with a single gas station/car wash in Marshfield, Mass. Leo Vercollone, the company’s current president and CEO, joined the team after he graduated from Boston College in 1977. Paul continues to oversee the

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