Automatic Merchandiser - 26

FORECAST 2021

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Pivoting A Path
Back To Prosperity
COVID-19's challenges inspire new avenues for
convenience services operators to broaden their
offerings, rebuild and grow in 2021
By Emily Jed, Contributing Editor

C

onvenience service operators
kicked into survival mode for
much of 2020, focused on getting though the COVID-19 pandemic and economic downturn while
adapting to best serve their clients and
help them reopen.
Automatic Merchandiser spoke
with industry experts about the
lessons learned, trends and competition operators should expect and
prepare for in 2021, and opportunities on the horizon.

26

Automatic Merchandiser * December 2020

DIFFERENTIATE TO CAPTURE
NEW BUSINESS

Jim Carbone, a recently retired
30-year convenience services veteran, cofounded Chicago's Tradecraft
Outfitters in 2008. The company
redefined office coffee service (OCS)
with the introduction of craft coffee
and the concept of pantry service to
attract and retain top talent by providing complementary break room
refreshments beyond the basics.
Canteen purchased Tradecraft in

January 2018 and Carbone and his
team stayed on board.
" We had double-digit growth every
year, " he commented. " When I look
back, the economy was in the toilet
when we began and we created our
own path through differentiation. The
key for operators is use this downtime
to think about the new normal and
look what to do differently in 2021. "
Tradecraft saw coffee and pantry
service as the future and it's the segment that's been hit the hardest by the
pandemic, with far fewer employees
on-site, distancing protocols and the
high-touch nature of brewing and
serving coffee. Carbone credited
the many manufacturers who have
responded with touchless bean-to-cup
solutions and dispensers and urged
operators to use them. " You have to be
ready to use these solutions and make
clients comfortable when they do
come back, " he emphasized.
BRIDGE THE WORK-HOME GAP

The micro market business
has been less impacted by
the pandemic because it
offers a safe and contactless
self-checkout experience while accommodating a wider array of products,
Carbone said. " Operators should take
advantage of having this breakthrough
technology at their fingertips, look
into it, embrace it and get on board if
they haven't, " he advised.
He also recommended that operators bring new products in their micro
markets to tap into new buying habits
since so much of the workforce has
shifted to working from home.
" Craft coffee sales online and in
grocery have skyrocketed. Employees
are going to come back with different
buying habits, " he predicted. " Bring
in new products to help employers
make them feel better when they
come back. Ask your local roaster
partner about syrups and milk
alternatives, and better hot tea and
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