Hire the Air Traffic Controller

Employee turnover is one of, if not THE, biggest concern of c-store owners today. The cost of hiring, training, and then losing an employee (either by employer or employee choice) has always been a challenge in the retail industry.

Since this is a subject many consider more important than the swine flu, the credit crunch, or the Yankees dropping three to the Red Sox last weekend, we turn to our store manager, Darlene, for the answers.

Darlene knows she wants an employee who exhibits the following qualities:

1. Honesty (No history of stealing)
2. Strong Work Ethic (An employee who will come to work as scheduled, will work well with fellow employees, and do what is necessary to increase store sales)
3. Has the ability to multi-task (Must be able to be polite with customers, assertive with vendors, be computer literate, and be able to handle pump controllers, lottery sales, bottle deposits, verify age of buyers, and so on...)

There are other areas Darlene attempts to check as well (ie substance abuse, Workman Comp claims, and ability to work in a stressful environment).

"In short, the same qualities you would want of an Air Traffic Controller, but at a slightly lower wage," jokes Darlene.

How does Darlene find solid employees? The best way is from the referrals of other quality associates within the store's chain. The c-store clerks do have a network that was established long before Facebook and Twitter and, if they find out an employer will treat them well, the best ones will gravitate to that c-store chain. Darlene is always on the lookout for good talent. In addition, if an employee refers a clerk who stays on board for over 90 days, both the referring employee and new employee each receives a $100 store gift card.

How are you getting the best employee? Share your experiences with us so we can pass along to our network of c-store operators? We will keep your name anonymous.

This is a very important concern in our industry and every suggestion is worth sharing.

Why Wait?

I was reading an article this week regarding the sales crunch that many businesses put themselves under during the last quarter of the year as a means to make up for the first three quarters. Think that will be business as usual for 2009?

Last weekend, we watched as Phil and Tiger attempted to make up for the first three days of missed opportunities with incredible drives and putts during the first 16 holes on day four just to fall short of their goal on holes 17 & 18 and emerge as Masters champions.

On Monday, we here at CMI reviewed the status of clients who have not fully implemented pricebook at their stores and of prospective clients who have not yet committed to implementing a retail accounting system at all.

Waiting for the 4th quarter to make up for lost sales is akin to not putting yourself in a competitive position on the first three days of The Masters. However, failing to win a green jacket pales in comparison to a failing business.

The first quarter of the year has just passed. Are you waiting for the 4th quarter to automate your accounting and store processes with a sound pricebook and inventory management system? As the great Yogi Berra once said, "90% of putts that are short don't go in." Begin making an effort now to ensure your business does not fall short for 2009.

Spring Break '09 --- Darlene Style

It never fails. During this time of year -- when the trees are just starting to bloom, the days are ever so slightly longer, and we have that rogue week or two of perfect 70 degree weather --- I come down with what my father used to call "beach fever". Apparently, I am not the only one who suffers from this condition. As I was visiting my favorite c-store last week, the manager (and muse for many of my blogs), Darlene, and I got to talking about what perfect beach weather it was and how she would not see me the following week because she was going on vacation. Well, sort of.

Darlene's children are out of school for their spring break this week and since the trips to the beach are a distant memory now that her cigarette habit costs as much as a week at the Ocean Lakes camp site, our dear recessionista will be opting for an at-home "staycation". Now, something tells me that even though Darlene will technically be on vacation, she will somehow manage to find an excuse to either drive down to the store she manages or log into her store's computer remotely. It is evident that her store is her pride and joy (and a large part of the reason why I go in there so often). If only all store managers shared a similar pride of ownership!

As the economy and societal views on flexible works hours shifts, we find that more and more clients allow their store managers or supervisors to "remote access" their stores in order to stay in touch --- even while out sick or while on vacation. While not the most restful way to spend a vacation, it certainly beats having to drive down to the store --- regardless if you are in town or hours away at the beach. The electronic age has provided the tools to increase response time when an emergency comes up or simply to check in with relatively little inconvenience.

For those people who cannot relax while on vacation without checking into their businesses, there are several tools that CMI has available to monitor and control your stores remotely. Darlene and her store are an excellent example of the 24/7 business culture we live in today. She is able to maintain her competitive advantage even while at home with the kids preparing for the Easter egg hunt.

Are you giving your employees the competitive edge?