Essential Tips for C-Store Owners: Customer Service, Cleanliness, and Stocked Shelves

We really can’t say this enough: Owning and operating a convenience store is a tough job.  When you are a single store owner with very little help, this job is even harder.  Not only do many c-store owners independently own and operate their store, they are often actually doing the day to day work inside the store too.  With a demanding daily workload and the pressure to continue growing and expanding their business, it’s easy for the average c-store owner to become burnt out and lose sight of the essentials.  Even when business is booming and you’re working hard to stay ahead of the industry, there are some key activities that should never be forgotten about.

Customer Service

70% of Americans said they were willing to spend more with companies they believe provide excellent customer service.  Because of this, many c-store customers become loyal to the store where they have consistently had a positive experience with employees and owners.  Poor customer service is the easiest way to not only stop customers from returning to your store, but also to lose a potential customer because news of bad customer service reaches more than twice as many ears as news of good service.  Even when you’re really busy or stressed out, it’s important to keep the customer first.

Cleanliness

Keeping your c-store clean and neat is critical in ensuring your consumers have a positive experience.  A 2012 study by Food Marketing Institute proved that cleanliness was a motivating factor for 97 percent of customers.  No matter the business, customers want to buy food from establishments that value food safety and make an effort to keep their business sanitary.  While at first glance it may seem that your store is “clean enough” when your head is buried in other work, there could be more you can do to give your business a better image.

Customers are not only concerned with what they see on the floor of your business, but also your bathrooms and even outside in your forecourt.  Even when your c-store is small or you don’t have a wide variety of products, cleanliness could make all the difference in boosting your customer loyalty and your revenue.

Stocked Shelves

If your business is thriving, it is easy for your stock to run low without you even being aware.  While you may realize that this is unintentional, a customer may just view your c-store as inconvenient or your staff as incompetent.  In fact, only 23 percent of consumers who experienced an out-of-stock were actually satisfied with their c-store shopping experience.  Also, 29 percent of those consumers that experienced an out-of-stock stopped shopping at the store where it happened.  To avoid losing customers, you should ensure that you and your employees are regularly checking shelves and restocking products that might be out or running low.

Another way to prevent out-of-stocks from harming your business is to make sure you are paying attention to sales and adjusting product orders as necessary.  Making sales is a good thing, but no matter how busy your c-store is, you should keep your customers’ favorite products in stock at all times to prevent them from choosing a competitor or being unhappy.

Safety

There a number of things to consider when ensuring your c-store is a safe place for your employees and your customers.  The last thing you want is to become the victim of robbery, lawsuits, or a disaster you are unprepared for while you’re trying to build your business.  While matters of security, insurance, safety plans, etc. are not the most exciting and can often seem like a costly expense, protecting your business could save you a great deal of money and trouble in the long run.  Customers are much more likely to value a business that they feel safe at.  Maintaining safety at your store is a great way to make customers and employees feel valued and appreciated, helping to guarantee your c-store’s success and longevity.