From great corners, clean restrooms and modern facilities to fresh food and a wide selection of popular snacks, convenience stores are committed to delivering outstanding service. This commitment is evident in the industry’s growing sales numbers at a time when all other retail channels are struggling to break even.
This service-driven culture is the industry’s foundation and it must continue to dominate your training programs and drive your recruiting efforts when you’re looking for your next great brand ambassador.
This past October, Convenience Store Decisions honored Kwik Trip as our 2018 Chain of the Year in large part due to their amazing culture. Like Sheetz, Maverik, Family Express, Quick Chek and all the chains to win this prestigious award before them, the customer service commitment wasn’t something these chains simply discussed in the boardroom, it is their prime directive for existing at all. And that mindset is what separates the industry’s leaders from the rest.
Customers have shown—with their wallets and in focus groups—that price is relatively low on the list of reasons why they shop a convenience store. They want a friendly smile when they walk in the door, a clean store and a genuine sense that you appreciate their business. In other words, they want to feel respected. After all, would you continue to shop at a store that didn’t show you the respect you deserve? Regardless of a great price or a convenient location, you know deep down you wouldn’t. Why would you expect your customers to act any differently?