For your service station to function optimally, your operations system must help your store manager support the customer experience. You may not even realise that your store manager is overloaded with too much responsibility without the right support.
One of the main management priorities is the ability to see what areas of the c-store are improving and what areas are either remaining stagnant or declining and to put strategies in place to address issues. Your operations system provides valuable insights that allow managers to do their job, direct staff, and see their overall progress.
Insights allow managers to address issues before they snowball out of control. Insights also provide specific results that give staff meaningful recognition and keep the work of c-store managers organised so they can stay focused on the customers and the staff.
A Maturing, Evolving System
As your c-store evolves, it’s critical to evaluate the maturity of your system to prioritise and organise the work needed to improve. The levels that should be assessed include:
- Customer Growth
- Customer Retention
- Competitive Differentiation
- Management
- Decision Criteria
If you place focus on the leadership of your store, your mission and vision will come to life and your team will be made stronger – and that allows the customer experience to thrive and your brand messaging to remain consistent.
New Operations Systems
Old systems tended to focus on financial controls, supplier management, and the customer experience – which are all essential to the effectiveness and profitability of your service station. But new operations systems take things a step further and make it possible to deliver results directly to store managers. With this information, they can take quick action, deliver better results, and feel a lighter burden of stress.
It’s important for store managers to have the tools that allow them to appreciate the good work being done at their service station, do what needs to be done to develop staff skills, and coach staff who are underperforming.
Supporting Store Managers to Support Your Business
Store managers are the people responsible for a customer’s experience in your service station, which means they need the time, focus, and resources to make sure that staff knows how to fulfil their duties. Having a good operations system in place allows store managers to know what needs to be addressed, giving them time to address it.
Making your store manager’s job as straightforward as possible drives positive results for your service station. To learn more on how to best support them, visit ServoPro’s website.