Train to Retain

Convenience store turnover is staggering—100% is typical, and 200% is common among hourly retail employees. Yet, in a Fortune magazine survey of the most admired companies, “the single best predictor of overall excellence was a company’s ability to attract, motivate and retain talented people.” Training and preparing employees for advancement is one proven method for

Coinstar Appoints Chief People Officer

Coinstar Inc. has hired Raquel Karls, a human resources and organization development leader, to fill the position of chief people officer. Karls starts her new role this week reporting to president and chief operating officer Gregg Kaplan. “We are delighted to have found an individual of Raquel’s caliber and experience to lead this very important

Managing Packaged Beverages

New products and core beverages will always drive cold vault sales. So when is the right time—and how often does that right time come—for category managers to reset them? “We do cold vault resets twice a year, which means we’re making fairly minor adjustments all the time,” said Richard Ginther, category manager for Kum &

Change, Challenge and Opportunities in Hourly Hiring

Workforce 2007

The Economic Reality of Recruiting

Just 24 months ago, anyone who wanted a frontline, hourly worker’s job only needed a pulse to get hired. Now, we are faced with staggering unemployment, massive underemployment and tremendous job dissatisfaction. A new report releases from The Conference Board found that just 45% of workers in the U.S. were satisfied with their jobs, the

Managing Employees in Tough Economic Times

In order to support the convenience store industry’s forecasting and planning responsibilities for the new year, Convenience Store Decisions and Kleiman HR collaborated on their second annual human resources survey in order to provide some industry-wide insight into the actions others are taking—or planning to take—in the new year. The 2010 survey results include some

Managing Today’s Retail Workforce

Because major shifts in the economy have created unparalleled effects on the labor market, Convenience Store Decisions and Humetrics Inc. collaborated on our first ever human resources study in order to help convenience store owners understand the actions those in our industry are taking–or planning to take–in the coming months. An in-depth survey asked more

Vote for Convenience Store Decisions’ Power 25

It time once again to vote for Convenience Store Decisions’ Power 25! The Power 25 recognizes industry pioneers, association executives, lawmakers and other influential figures that shape the way the convenience store industry operates. These prominent leaders are being selected for the lasting contributions they have made to the convenience channel and the impact their

Onboarding: The Key to Valued Employee Retention

Branding, corporate identity and corporate image are just a few of the buzzwords the folks in the marketing department use to describe the basic building blocks of a comprehensive business development plan. What these terms have in common is that they’re all about communications. Simply put, as every convenience retailer knows, the world won’t beat

Recruiting Top Employees

In the third and final part of Convenience Store Decisions’ recent Foodservice Webcast Series, human resources expert Mel Kleiman, president of Humetrics, talked about “tips for finding and retaining outstanding employees” and polled meeting participants as to where their best employees come from.  Not surprisingly, the majority of Webcast attendees reported that employee referrals generate

The $10 Test

Mel Kleiman offers the $10 test: Give your applicant a $10 bill and tell him to buy something in the store—a sandwich, a fountain drink, anything of his choosing—and ask him to return the next day with an assessment of the experience. The applicant will do one of three things: • Take the $10 and

You Don’t Have a Turnover Problem?

Most employers in the convenience store industry think they have a frontline employee turnover problem and, heaven knows, the research surveys seem to confirm your thoughts. According to a Bureau of Labor Statistics survey in February 2008, 78% of 16- to 19-year-olds and 54% of 20- to 24-year-olds had a tenure time of 12 months

Retention of Frontline Employees

» More careful selection in hiring (57%) » Better compensation and benefit (50%) » Tuition reimbursement (47%) » Improved training programs (45%) » Better orientation programs (39%) » Adoption of a casual dress code (38%) » Flexible hours and schedules (33%) » Providing health insurance (29%) » Exit interviews (28%) » Profit-sharing (17%) Source: The

Corralling the Customers

There’s little debating the sort of purchase Buffalo Bill Cody would make these days if he could ramble into one of the southwest Missouri corner stores that brandish his name. “He seemed like a beef jerky kind of guy to me,” Curtis Jared, president and CEO of Cody’s Convenience Stores, said of the cowpoke-turned-entertainer who’s

The New Face of Fuel?

Gas Station TV has whittled its pool of contestants to 10 in the ongoing hunt for a new face to anchor GSTV Network’s lifestyle segment, the company said. “We are blown away with the extremely talented, diverse group of individuals competing in this contest,” said David Leider, CEO of GSTV. “As advertising media evolve, from

Dead River CEO Retires

P. Andrews Nixon, the head of the largest distributor of residential heating fuel in New England and the operator of the Dead River chain of 20 c-stores in New England, has retired after 35 years, Mainebiz.com reported. Dead River, of Portland, Maine, was founded in 1909 and employs 1,000 people. The company operates a chain

Where to Find the Best Hourly Employees

You might be surprised to learn that the best source of new employees in convenience retailing has changed very little over the past 25 years. The number one best source of great employees still is and always has been referrals—people you already know or who your employees know. In surveys we conducted between Feb. 2007

Bring Trust and Loyalty Back to the Workplace

Once upon a time in corporate America people actually liked going to work every day. They enjoyed the camaraderie of their co-workers, and they truly believed their work was making a difference, not only in the organization, but also in the world. Likewise, the company took care of its people, listened to them, and provided

Foodservice Workers: How to Hire the Best

As convenience stores evolved from quick stops to full-blown foodservice centers that compete with the likes of Starbucks and McDonald’s, the need for top-notch employees has become as important as ever. Despite the increased demand required of employees, experts believe leading convenience store operators are in a good position to attract outstanding employees, they just

Open Pantry’s People Person

For Open Pantry Food Marts of Wisconsin Inc., it’s not enough to simply offer new and innovative products to its dynamic consumer base. The variety has to be punctuated with exceptional customer service. To achieve its goal, the Pleasant Prairie, Wis. chain has always focused on hiring outstanding personnel. Last month, the company took the

Aisle Rage:It Starts on the Frontlines

magine yourself as the store manager of a major convenience store or supermarket chain. As you are busily building a new display, you notice two customers down an aisle that are in really close proximity to each other. The customers exchange sneers and you can feel the tension between them. One of the customers bumps

Five Steps To Build a Winning Corporate Culture

If I asked your employees, "What’s it like to work at your company? What kind of place is it?" their answers would largely describe your company culture. How would your employees answer? Would you like what you heard? If not, a leader’s responsibility is to change it. Some leadership teams attempt to create culture by

Leadership Tactics to Make 2008 a Pivotal Business

s you look back over 2007, you’re feeling a vague sense of discontent. Business is sluggish. Several key employees have left. And with new competitors springing up every day, you need to be at the top of your industry. Things are not terrible, but they could be a lot better. You need to turn things

Big Incentives For Susser Holdings

Susser Holdings Corp., the parent company of more than 500 Stripes convenience stores in Texas, Oklahoma and New Mexico, has received $640,000 in tax incentives from the Corpus Christi Regional Economic Development Corp. and the city’s Business and Job Development Corp. With the Texas-based company’s recent acquisition of Town & Country Food Stores, Susser plans

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