The industry has reached unforeseen heights over the past quarter century, but it remains a people business first and foremost. By Jim Callahan. “Carry me back and let me feel at home, let me cling to those memories that won’t let me alone.” Those are great lyrics from the Statler Brothers and perhaps, a fitting…

A positive attitude can help c-store employees thrive in the face of any obstacle. By Jim Callahan I recently came across a thought provoking and very astute quotation that captivated my attention, and since I have this great forum provided by Convenience Store Decisions, I thought I would share it because it relates as much…

Cultivating a competent workforce shouldn’t be a temporary exercise, but a long-term goal. By Jim Callahan There is an old story that states that the difference between involvement and commitment can best be explained by likening it to a breakfast of ham and eggs: While the chicken was certainly involved in the meal, the pig…

When analyzing sales performance and employees, retailers must set their personal feelings aside and study the data they have on hand. By Jim Callahan When it comes to understanding convenience store profitability, I have always relied on analyzing and digesting all of the data I can get my hands on. After all, the numbers don’t…

Training employees to focus on providing outstanding service and maximizing the time you spend in your own stores is an investment that always pays off. By Jim Callahan In the retail business there are always tasks—extremely important tasks at that—that are time consuming and we’d rather not do. It’s then that we are tempted to…

When you have to compete against the best in the retail industry, follow best practices to maintain your market share. By Jim Callahan More than a year ago, I received a frantic call from a client informing me that QuikTrip had just been granted a building permit for a new store to be built in…

Most people will judge you within the first few seconds of meeting you and their opinion will most likely never change. By Jim Callahan. I was in a client store recently and saw a familiar, middle-aged cashier behind the counter that recently began paying a little extra attention to her work appearance. Dressed in the…

The behavior of your employees is contagious. When employees are friendly and outgoing, the entire company will benefit. By Jim Callahan. I have long believed that you do not truly know what a good job is until you have experienced the angst of being forced into a bad position. I have been fortunate in my…

From store cleanliness to customer service, all retailers must go above and beyond the call of duty to protect their brand identity.By Jim Callahan. I don’t get upset too often, but I’m usually able to get there pretty quickly when it does happen. And when I do encounter a less-than-positive experience, I always look for…

As the convenience store industry descends on Atlanta for the annual NACS expo, retailers of all sizes are advised to attend the educational sessions and walk the show floor for new ideas. By Jim Callahan. This year’s NACS show in Atlanta promises to be the biggest and best ever. In an industry where there is…