Convenience Store Industry
Strategic Reflections, Inc. offers a management by metrics process. We understand that the face of convenience stores across the US has changed dramatically within the last few years. Once known as a convenient stop off to pick up bread and milk, now has transitioned into a “Go To” bustling hub where your customers grab hot food on the go, fuel up or sit and enjoy a cup of coffee and a fresh donut in an inviting seating area. Convenience stores have grown in square footage and expanded services to serve the changing needs of customers.
Strategic Reflections, Inc. will continue to help you evolve and stay competitive in your markets by delivering to you and your management team rapid access to your customer’s opinions about your services.
Strategic Reflections, Inc. works interactively with you to set company standards and employee expectations across all areas of operations. Our commitment is to help you deliver a consistent customer experience to the thousands of customers which pass through your doors. We understand measuring your performance is crucial to your business and that you need consistent dialogue for addressing issues and communicating opportunities.
To aid customer retention and to improve repeat business in your stores, Strategic Reflections, Inc. will help you to:
- Identify which areas to measure so that a fair evaluation process can be designed.
- Process and review mystery shopping results from recent customers.
- Measure and deliver your data results so that all of your geographic regions have consistently been measured using the same standards.
- Track your performance by division, region, market and store location, so that management action plans may be drafted and implemented to improve the customer service process, thus improving your overall customer satisfaction.
- Navigate our on-line reporting system which is designed based upon your request. We grant/restrict access levels based upon your instructions. Our on-line reporting system allows you to track service trends, manage the information, is downloadable into excel, and provides a clear picture of your organization that can be viewed and understood by every level of personnel within your company. For example, you can track each store’s: speed of service, cross selling execution, cashier service, merchandizing compliance, dress code compliance and overall store cleanliness.
- Hold your personnel accountable based upon the clear expectations built into the program which can be compared to the performance benchmark set by your entire organization.
- Impact employee performance by the ability to recognize and applaud key employees for greater motivation.
- Implement improvements that will impact both short and long term profits and future company stability.