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Hey there, fellow C-Store owner! You and I know that in this business, your greatest asset isn’t the new coffee machine or the latest POS system. It’s the person standing behind the counter. Your team is truly the heart of your operation. They’re the first face a customer sees, and they can make or break a sale and your brand’s reputation. That’s why building a great team is the most profitable investment you can make.

This seven-part series is a roadmap to doing just that. We’re going to dive deep into what it takes to find, train, and keep the kind of people who will help your store thrive. We’ll go beyond the basics of hiring and explore the strategic levers that transform a group of employees into a high-performance team.

In this first post, we’re kicking things off where it all begins: the hiring process. Let’s talk about how to lay a rock-solid foundation for every new hire, ensuring they have the confidence and support to succeed. Because let’s be honest, high turnover is one of our biggest headaches. By investing in the beginning, we can get ahead of it.

The C-Store Workforce Challenge: It’s About Finding the Right People

According to a NACS report, retailers are constantly evolving their hiring, training, and retention strategies to better engage store employees. This isn’t just about finding people; it’s about finding the right people and setting them up for success from the very beginning.

Why You Should Be Interested: The Cost of Turnover is Real

Think about it. We’re competing with major retailers and fast-food chains that often have huge budgets for training and competitive wages. You can’t afford to be constantly hiring and retraining. The cost of turnover, from lost productivity to training expenses, adds up fast. For a convenience store, the average cost of replacing a full-time employee can range from $1,500 to $3,000. Replacing a manager can be significantly more expensive. The good news is, a well-thought-out onboarding process can make all the difference, helping you build a team that is not only skilled but also loyal.

What You Should Be Doing: Laying a Rock-Solid Foundation

• Start training on day one. Don’t wait. Your new employee’s first day is your best opportunity to set the stage. Introduce them to the team, walk them through the most essential tasks, and make them feel like a part of the family.
• Set realistic expectations early. Be clear about what the job entails. According to consultant Tom Hart, setting realistic expectations from the start helps build knowledge and confidence, which in turn prevents high turnover.
• Be patient for the first 30 days. The first month on the job can be a make-or-break period for a new hire. Your patience, encouragement, and willingness to answer questions will build their confidence. It will also show them you’re invested in their long-term success.

More Information: You can find a detailed breakdown of these strategies. It is in the article “How to Build Better Managers” from NACS Magazine.

The Bottom Line: Your First Impression Matters Most

Making a strong first impression on your new team member is just as important as making one on a customer. A thoughtful, patient, and thorough onboarding process is crucial. It is the first step toward building a high-performance team. This team will stay and grow with you.

In our next post, we’ll move beyond the first 30 days. We will talk about the powerful, long-term strategy of promoting from within. It’s a game-changer for loyalty and store performance.