Frontline employees remain the crucial connection between your brand and your customers. You must have faith that they are representing your company in a positive manner. By Jim Callahan. I read recently that with the improvement in the economy, employee turnover in the convenience store business is back on the rise. This follows a couple…

Making the leap from company employee to c-store owner presents many new challenges, but could also reap exciting rewards—if you are fully prepared. By Jim Callahan. So you have aspirations to build your own convenience store chain? That’s great, but as you move from an executive role into actual ownership, there are many more issues…

When it comes to your brew program, can you compete with the big boys or are you willing to concede this important customer? By Jim Callahan. Starbucks taught the industry that consumers will readily pay double and even triple the normal price for a clean, upscale and trendy atmosphere where they can obtain a more…

It takes a lifetime to build a personal and professional reputation, but, fair or not, it could take just a minute to lose it. By Jim Callahan. I’ve always preached and firmly believe that one reprimand wipes out 10 “atta boys.” To me, this is an absolute truism that I always caution employees about.  I…

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…

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…

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…

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.…