Essential Retailers Work to Keep Employees Safe
Here are some best practices for businesses on the frontlines.
COVID-19 Resources

Essential Retailers Work to Keep Employees Safe

April 8, 2020

Here are some best practices for businesses on the frontlines.

How are grocery stores, convenience stores, drugstores and other essential businesses keeping their employees safe while serving customers during the coronavirus pandemic? The Good Jobs Institute shares some best practices from companies like H-E-B, Mud Bay, Costco and Mercadona in an article for the Harvard Business Review.

Reduce workloads. With more cleaning necessary to help stem the transmission of COVID-19, retailers need to create time for workers to disinfect stores more frequently. Tips include shortening open hours and clear language explaining to customers and employees the reasons for the changes. For example, Spain’s biggest supermarket chain, Mercadona, is asking customers to quickly pick up items and not hoard. Costco has shut down its hearing aid, optical and food court departments, while also not allowing returns on toilet paper, cleaning wipes, rice and paper towels.

Outline safety measures. Retailers should create clear communication related to disinfecting distribution centers, trucks and stores, as well as handwashing and personal protection standards for employees. Be clear on how social distancing will work inside stores, such as using tape on the floor near registers to cue shoppers how to line up. Also include how employees will be monitored for potential sickness. For instance, at Mud Bay pet stores, greeters request shoppers wash hands at an outdoor station prior to entering and to keep social distancing inside the store.

Empower workers and make changes frequently. COVID-19 necessitates continuously changing protocol as new information is available from state and federal government. For example, Costco, H-E-B and Mercadona quickly put plexiglass at checkouts to reduce contact between employees and customers, while Mud Bay immediately started curbside pickup. Convenience stores have been agile in adding additional safety mechanisms as well.

Build in margin. Retailers who staff their stores with more labor hours than expected will find themselves able to continue operations as customers demand more and workers call out sick more. For example, H-E-B added a coronavirus response manager to monitor store sanitization and social distancing.

Be respectful. Retailers should prioritize workers through pay bumps, tools and resources to stay safe, and recognition of the tough job they have now. Many convenience stores have increased pay for their frontline employees. The CEO of QuikTrip has been stopping by stores “to show solidarity, recognize good work, and communicate that their jobs are safe but adheres to recommended social distancing and sanitizing practices while doing so,” authors Sarah Kalloch and Zeynep Ton wrote.

For more insight from Kalloch, who spoke at the NACS 2020 Leadership Forum, read “The Customer Experience Journey” in the April 2020 NACS Magazine, and Zeynep Ton, who led a Super Session at the 2019 NACS Show, in “Supersized Learning” in the November 2019 NACS Magazine.


Read Full Article

OTHER COVID-19 Resources
Discover More About What We Do
Posted on: April 8, 2020
Here are some feel-good stories about retailers serving their neighbors during the pandemic. From giving away goods to dedicated shopping hours for seniors, retailers are showing why they’re the heart of their communities. Here are some stories about convenience retailers and grocers who are going the extra mile to help customers during the coronavirus disease 2019 pandemic. La Crosse, Wisconsin-based Kwik Trip is providing free delivery via EatStreet at more than 70 Wisconsin locations for items such as bread, eggs and toilet paper, Madison Magazine reports. “These are largely unprecedented times, and we want to make it as easy as possible for everyone to get the items they need without having to take on additional costs,” said David Jackson, Kwik Trip’s digital marketing and loyalty manager. “Whether you need bread and eggs, or some comfort food like our famous chicken sandwiches and a Big Buddy, we’re going to make sure you’re able to get what you need without having to leave home.” Choice Market in Denver is offering food pickup or takeout discounts to service industry employees who are hard hit by the sudden closure of in-store dining in bars and restaurants, plus emergency responders who are on the front lines of the public health crisis. “In an effort to support our fellow colleagues who have been the most impacted, Choice is offering a 20% discount on the entire bill for any employee in the service industry as well as any first responders and medical personnel,” Choice said in a notice to customers posted on its website. The hybrid c-store/fast-casual restaurant also is offering $5 off any UberEats delivery of $20 or more to help reduce the delivery expense to customers. Choice Market is featured in the 2019 Ideas 2 Go.  Across the Atlantic in Drylaw, Edinburgh, Day-Today convenience store has given away more than $6,000 in free products to seniors, as a way to help them prepare for quarantines, the Good News Network reports. Owner Zahid Iqbal packaged toilet paper, tissues, anti-inflammatories and antibacterial hand soap into “coronavirus kits” that he delivers for free to customers age 65 and older or to anyone with mobility problems. “We’ve given away more than a thousand now, that’s just over the weekend,” said Iqbal. “It’s a time when we need to stick together.” Meanwhile, some grocery stores and discount stores in the United States are setting aside special times reserved for elderly shoppers to help those most vulnerable to COVID-19 shop for essentials, CBS News reports. Foodtown, a grocery chain of about 30 locations in Texas, is opening its doors from 7 to 8 a.m. “to allow those ages 65 and older to shop in a less crowded environment,” the company announced on its website. Starting Thursday, Massachusetts-based Stop & Shop will open earlier to serve only customers who are age 60 and older from 6 a.m. to 7:30 a.m., the company announced on its website. At Dollar General, the first hour stores are open will be for older shoppers only, USA Today reports. The chain is encouraging other customers to please shop “around this window of time to allow the most susceptible customers in our communities the ability to shop during the first hour that stores are open.” From NACS Read Full Article
Posted on: April 8, 2020
From California to Massachusetts, c-stores face varied circumstances as they put new protocols in place and rush to identify opportunities. As COVID-19 disrupts lives and businesses across the globe, U.S. convenience stores are experiencing different realities depending on their location, but many are already adapting by evaluating new opportunities to meet changing customer needs in the midst of chaos. At press time, California, Ohio, Illinois, Massachusetts and Washington closed bars and restaurants beginning Monday, March 16, in effort to slow coronavirus, while internet rumors swirled — and which The National Security Council warned are “fake” — that a national lockdown could be imminent. As lockdowns emerge, tech-forward companies already offering order-ahead, pick-up at store and/or delivery may see an advantage as customers look for alternate ways to buy products while staying home. Amazon has seen such an uptick in delivery orders that it announced plans to hire an additional 100,000 temporary employees and raise wages. Convenience stores have an opportunity to also step up on delivery. C-Store Advantage C-stores have many advantages over other channels, Mel Kleiman, founder of Humetrics pointed out. For example, they don’t usually have the long lines grocery stores are known for, making them ideal stops for people concerned with social distancing. “Yes, there are going to be major disruptions in your operations, but let’s figure out how to make it a positive for growth, customer retention, employee involvement, as well as positive PR for your company and the industry as a whole,” he said. Savvy c-store retailers are looking for the opportunities, whether that means figuring out ways for customers to order at the pump, or passing out DIY hand sanitizer recipes or considering new ways to offer support to parents or communities. On March 16, Alltown Fresh, which operates four locations — two in Massachusetts and two in Connecticut — announced on Twitter that it was introducing order ahead and curbside pickup at its Massachusetts locations. Customers can call to place their order, and then call again when they arrive. The items are brought to the car, reducing social contact. “Stay tuned for the rollout to our (Connecticut) locations,” Alltown Fresh tweeted. Ashland, Ky.-based Clark’s Pump-N-Shop, with stores in Kentucky, Ohio, West Virginia and Florida, also took to Twitter to remind customers that its drive-throughs are an option for picking up supplies.The chain also announced that it’s hiring at ALL locations. Wawa, Pa.-based Wawa, which operates more than 860 c-stores in seven states, also posted on Twitter to educate customers about its delivery services. Altoona, Pa.-based Sheetz, which operates 600 stores in six states, tweeted to remind customers about its mobile app, which has a mobile point-of-sale so customers can scan, pay and go quickly without worrying about lines. It also allows customers to order ahead made-to-order foodservice items and pick them up curbside or in-store. The View From California In California, despite slower store and gas volume on Monday, March, 16, Rotten Robbie Gas Stations saw an uptick in non-edible grocery and take-home water sales, said Reilly Robinson Musser, vice president of marketing and merchandising for Robinson Oil Corp. dba Rotten Robbie Gas Stations, which operates 34 c-stores in California. Most schools in the area are closed for at least three weeks, and tech companies, such as Apple, Google and Facebook are allowing employees to work from home. “Restaurants are empty and people seem to be taking things seriously,” Musser said. Robinson Oil sent guidance information from the Centers for Disease Control and Prevention (CDC) to all employees and provided extra hand sanitizers and gloves. It’s asked employees to take precautions as far as social distancing, etc. Employees are asked to stay home if they are feeling sick and area managers are keeping in touch with all employees. They’re asking people to be flexible with scheduling to help accommodate those who have to stay at home with kids or who are out sick. aymond Huff, president of Denver-based HJB Convenience Corp., which operates 19 Russell’s Convenience stores in four states, began to see the effect of COVID-19 last Wednesday, March 11.  “Our stores are in the central business districts of Los Angeles, Denver and San Francisco.  Sales were off 12% on Wednesday, 18% on Thursday and 22% on Friday. Prior to the crisis sales were trending up about 7%,” he said. While Russell’s is a tech forward company, offering frictionless checkout through the SKIP app, as well as two Russell’s Express micro marts, the buildings where the micro marts  operate have emptied, making identifying new opportunities more of a challenge. At its convenience stores employees are allowed to wear masks, if they choose and are washing hands every hour as well as when they touch surfaces, such as stainless steel.  “We are sanitizing all surfaces where customers touch hourly with the bleach and water mixture required by the health department,” Huff said. All Russell’s Convenience employees receive sick leave and vacation time. Huff added each area is implementing a plan of action. “In my opinion, the U.S. should just close everything down for two weeks, let this thing run its course and get us back to business,” Huff said. Silver Linings in Chicago Following news of the bar and restaurant ban in Chicago, The PRIDE Store’s Owner & CEO Mario Spina noted the chain’s brewery and tasting room would be closed but customers could still purchase the brand’s packaged beer inside its 15 Chicagoland PRIDE Convenience Stores, plus any other locations that sell 93 Octane.  The c-store chain’s restaurants — which include Urban Counter, Taco Urbano and Pride Café — will continue to offer carry-out and delivery through Uber Eats. “With many grocery stores being hit hard by consumers stocking up on products, our restaurants could continue to be busy because of the lack of options available,” Spina said. Stores were busy ahead of the lockdown.  “We have seen stores run out of dairy products, cleaning supplies and other miscellaneous home items. We are in the process of increasing the inventory carried at each store to be able to provide those core items to our customers,” Spina said. Protocols are changing too. Each cashier must wear plastic gloves during their shifts. The usually 24/7 stores are now closing from 1 a.m. to 3 a.m. for a deep sanitation, although dispensers remain open for fueling. “We will also sanitize our dispensers (keypads and nozzles specifically) multiple times throughout the day. Luckily, a few years ago we installed hand sanitizers at each door for our customers,” Spina said. Managers are instructed to keep an eye out for team members showing flu-like symptoms. “Open communication regarding this is crucially important,” Spina said. Convenience stores across the country are beefing up their store sanitation and employee hygiene practices and alerting customers to the changes they are making to keep them safe. As CStore Decisions reported yesterday, Sheetz and Kum & Go both announced plans to extend paid sick leave to employees impacted by the virus. The c-store industry is no stranger to transformation in difficult times. It evolved from two-bay garages servicing cars to gas stations with “Cokes & smokes” shops to foodservice powerhouses offering frictionless checkout options. If there’s one thing this industry excels at it’s finding success by thinking outside the box amid changing circumstances. Humetric’s Kleiman pushed convenience retailers to think in terms of opportunities they can be building now when customers need them most. “The question to you is, what can you do to not only survive, but thrive?” From Convenience Store Decisions Read Full Article