“We’re all selling essentially the same things. It’s the employees and our community connections that make customers choose to spend their dollars with us.”

That’s a quotation from “Close Knit: How to Strengthen Your Community Ties,” which starts on page 50.

If you zoom out, “we’re all selling essentially the same things” isn’t just about c-store versus c-store. It’s about c-store versus drug store versus dollar store versus QSR, with channels blurring and shopping missions losing some of their traditional definition. Great employees and community connections can elevate your operation—but also the entire industry.

“Close Knit” offers a grab bag of great ideas and inspiration—and dovetails nicely with another article in this issue, “Success Strategies for Hiring.” How do you get the right people—those who can help you build that community connection—to don your uniform and step behind the counter, and then to stay for years instead of months?

As that article makes clear, there isn’t necessarily one right answer. It’s about finding the sweet spot between:

• Moving with great speed … but also being selective
• Having a smooth-functioning process … but also incorporating the human touch
• Offering stability … but also offering flexibility

I particularly like this thought from Abby Curlin of TXB: “People want to be a part of something and feel special and welcomed. We have an official onboarding day where you’re spending time with your manager to get as connected as possible with the store. People need that connection and bringing that person into our culture is so important. It pays dividends.”

It jibes with my experience in the workplace, that connection and culture are more important than they used to be. And it jibes with the vibe I get when I walk into a great c-store. The employees are happy to be there and happy to be working together. They want the customer to be happy to be there, too.

And—bonus—the concept of connection segues into another article I want to be sure to mention, “A Full House of Education Sessions.” The NACS Show is a carnival of connections, and nowhere is that more clear than the Education Sessions, where leading retailers and other thought leaders share their insights. It’s inspiring to see that sense of connection on display within this industry, where operators want other operators to be successful so that the entire industry is elevated.

One last thought: We’re hard at work on our 2025 content plans. Got ideas or updates about your company? Do you want to join the conversation in a more active way? Send NACS your news at news@convenience.org or reach out to me or other members of the editorial team. I’m at bnussbaum@convenience.org.