Even during the holiday season customers expect their local c-store not only to be open, but to meet their diverse needs. Every year during the holidays I have cashiers tell me that customers ask them why our stores are open on days like Thanksgiving, Christmas and New Year’s Day. Customers often remark, “It’s a…
Working to Make a Difference
An introspective look at life through the fading eyes of a genius. As our 28 year old daughter lay ill in Emory University Hospital, a wonderful second-generation Spanish surgeon knelt down and held my wife’s hands to share words of wisdom he learned from his father. He imparted to us what a great privilege it…
Selling Smokes Still Profitable
While foodservice sales are soaring, the tobacco category is still as important as ever. I heard recently that the the profit convenience stores derive from foodservice has overtaken that of tobacco. Now I’m right there with the rest of the industry in joining the deli revolution, but that does not mean that I’m ready to…
The Simple Secret of Free Publicity
Whether you operate a large or small chain, there are deals to be made that can attract a lot of positive attention to your company. I know some of you don’t place much of a value on publicity, but when was the last time you priced the cost of a retail ad in the local…
Maintaining Faith in America
With jobs being transferred overseas and business burdened with new financial challenges, more and more employees are struggling to survive. Now I’ll be the first to admit that I don’t have a great understanding of the global economy, but there’s a disturbing trend of outsourcing jobs overseas, while at the same time hamstringing American business…
Celebrate the Reason for the Season
It makes not one iota of difference whether you believe in Santa or celebrate Christmas to make a difference in someone’s life at this special time of the year. We all recognize that 2009—like no other year in the past 50—has created a genuine and critical need that provides both an opportunity for all of…
The Power to Turn a Life Around
While this troubled economy lingers, there might never be a better time than right now to increase your efforts to make a positive difference in the lives of your employees. As I reflected on gracious words attributed to a motivational speaker, the late professor Leo Buscaglia, I was both struck by his gentle touch, and…
Convenience Industry Takes Center Stage
Tips, thoughts and reminders to enhance your NACS Show experience. Move over Ringling Brothers because the NACS Show is indeed “The Greatest Show on Earth.” 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…
Hitting the Customers’ “Sweet Spot”
The ability to offer outstanding service remains the industry’s biggest asset. Do whatever it takes to exceed expectations. Doing a late night check on our new Huddle House restaurant attached to a quite awesome BP travel center, I arrived just in time to tackle the concerns of a pretty tough and very tired truck driver…
Mind Control: The Road to Success and Rewards
Fostering determination, desire and a great attitude in employees is what allows cashiers and middle managers to rise in senior management’s eyes. Saturday is my “honey, I’ll do it today” day. To be candid, though, my wife is much better with home repairs than me. We tackled regrouting an entire bathroom and my task was…