My name is Trish and I’m a regional director in Northern California. I’m also an MSI moderator on this site and look for your ideas around store operations. As partners and leaders in the company, we try to make the people who visit our stores happy every day.
A top idea on MSI is for more 24-hour stores. A few years ago in my area, we selected two off-the-highway stores with strong evening traffic, one of which was a Drive Thru. They were well-performing stores with strong, tenured store managers. The partners were enthusiastic and customers were thrilled. It was very exciting.
We worked through some of the operational obstacles we faced the first few months to ensure we were providing great service, quality beverages and fresh food all day and all night. But going 24 hours at these two stores impacted our ability to provide uplifting experiences for partners and customers alike.
So after about a year, we changed both stores back to a 20-hour day – and the store morale and customer experience quickly improved. Partners felt a sense of relief when we shared the decision and most customers understood.
I wanted to give you some answers why we don’t have many 24-hour stores. Currently we have 63 of them. We will continue to look at adding more 24-hour stores where it makes sense. There are some amazing stores that can create a great experience 24/7, and we do hope to add more.
In the meantime, keep your store suggestions coming!