Convenience Store News - July 2017 - 48

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which also found turnover was attributed to competing
businesses, wages, benefits, and dismissal for cause.
Turnover costs companies time and money.
Retailers incur the additional cost of recruiting and
replacing that employee, and they lose the training dollars they invested in that person, Tulgan pointed out.
Still, he acknowledged, not all turnover is bad.
"Your goal should not be to eliminate turnover among
potential employees. That's never going to happen. Your
goal should be to take control of the turnover among
potential employees. You want the high performers to
stay and the low performers to go," he said.

At Sheetz, the retailer's data showed the chain was
losing people because employees couldn't make a living on part-time hours. The thinking was that if they
could get more people working full-time hours, they
could hopefully retain them, Doliveira shared.
"We also invest a lot in culture and engagement
to ensure we have a great work environment for our
employees, and we recognize them for tenure in several
different ways," she said. For example, Sheetz offers
an employee stock ownership program for those who
have been with the company for one year. When they
meet certain requirements, employees have the opportunity to gain ownership. And every team member is
eligible for a bonus, which is aimed at retention.
"The bonus is related to company profitability and
key operational metrics, such as food safety and customer service," said Doliveira.
One of the best ways to learn what employees want
and what needs to be changed in order to increase
job satisfaction is to listen to current and former
employees, she advised. This is done at Sheetz through
engagement surveys, asking how everything is going so

48 Convenience Store News | JULY 2017 | WWW.CSNEWS.COM

far, what they like, and if they intend to stay. For those
who leave the company, it's also important to find out
why - wages, training, their boss, etc.
"You also need to act on what your employees tell
you," she noted. "Diagnosing the causes is critical, and
then making the improvements."
Employees should be asked what is needed from the
organization on the first day of employment and then
throughout their employment, Tulgan said. They need
to know there is someone who knows what they want
and need, and that someone cares.
"Start talking with potential employees about retention on day one, and keep talking about it. If you are
talking with them about how to meet their needs and
wants on an ongoing basis, they are much more likely
to talk with you at those key points when they are trying to decide whether to leave or stay," he said.
"If you are willing to work with them, you can
be flexible and generous. That's how you make
them want to stay and work harder, at least for a
little while longer," Tulgan continued. "Years from
now, the potential employees who turn out to be
long-term employees will be the ones who decided
over and over again that they wanted to stay a little
while longer."
The WorkJam app, used by Shell and other retail
companies, is focused on engagement and empowering the employee. It includes tools to communicate
between headquarters and store associates, digital
badges for recognition, leaderboards for friendly competition, and self-service tools for employees to check
schedules, pick up open shifts, and more.
Employee engagement can have a significant impact
on retention, and can create brand advocates who will
recruit for the company, according to Kramer.
"A more engaged employee will service customers
better," he explained. "Gartner came out with a report
on the main contributors to employee happiness and
engagement, and it was when the employee understood
what was expected of them, had tools to do their best
every day, and felt as though they had a voice in providing feedback to the organization."
Sheetz, too, is well aware of the importance of
employee engagement.
"We talk a lot about engagement here and have a
strategic focus on it because happy employees stay,
deliver better customer service, and produce and perform better," Doliveira said. "Also, keeping a great
culture and a fun work environment [is crucial]. People
tend to stay in a job that is fun and rewarding." CSN


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Table of Contents for the Digital Edition of Convenience Store News - July 2017

Contents
Convenience Store News - July 2017 - Intro
Convenience Store News - July 2017 - Cover1
Convenience Store News - July 2017 - Cover2
Convenience Store News - July 2017 - 3
Convenience Store News - July 2017 - 4
Convenience Store News - July 2017 - 5
Convenience Store News - July 2017 - Contents
Convenience Store News - July 2017 - 7
Convenience Store News - July 2017 - 8
Convenience Store News - July 2017 - 9
Convenience Store News - July 2017 - 10
Convenience Store News - July 2017 - 11
Convenience Store News - July 2017 - 12
Convenience Store News - July 2017 - 13
Convenience Store News - July 2017 - 14
Convenience Store News - July 2017 - 15
Convenience Store News - July 2017 - 16
Convenience Store News - July 2017 - 17
Convenience Store News - July 2017 - 18
Convenience Store News - July 2017 - N1
Convenience Store News - July 2017 - N2
Convenience Store News - July 2017 - 19
Convenience Store News - July 2017 - 20
Convenience Store News - July 2017 - 21
Convenience Store News - July 2017 - 22
Convenience Store News - July 2017 - 23
Convenience Store News - July 2017 - 24
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Convenience Store News - July 2017 - 27
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Convenience Store News - July 2017 - 48
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Convenience Store News - July 2017 - Cover3
Convenience Store News - July 2017 - Cover4
Convenience Store News - July 2017 - U1
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