LAS VEGAS – Newly named NACS chairman Lonnie McQuirter emphasized convenience stores’ role in their communities and urged retailers to invest in employees, according to NACS’ account of the session.
McQuirter, director of operations for 36 Lyn Refuel Station in Minneapolis, opened with a video of a preschooler who said he wanted to work at a gas station when he grew up. Parents and teachers in the video laughed, as they had when another child said he wanted to become a T. rex. McQuirter suggested the youngster’s ambition reflected the sense of community he associated with the store.
“Our store, 36 Lyn Refuel Station, sits in one of the most diverse communities in the country,” said McQuirter. “We have customers from all walks of life; some well-off, others less so. We’re open 24 hours a day, seven days a week, 365 days a year.”
He described convenience retailing as work that extends beyond transactions to caring for people, including customers navigating difficult moments.
“So the next time someone tells you convenience stores don’t matter, remember that people like the four-year-old boy see it. Then hold your head high. This work matters. It always has, and it always will.”
Reflecting on more than 20 years in the industry, McQuirter identified two competitive advantages: investing in people and maintaining curiosity.
“You have to hire right, train them, support them and let them share the vision,” he said.
McQuirter said he regularly takes employees to fine dining restaurants so they can enjoy a meal and observe how those establishments deliver service.
“I want my team to experience that. And I want them to exemplify that at the store,” McQuirter said.
He encouraged retailers to stay open to learning and consider the experience their businesses offer customers.
“The moment we think we know everything is the moment we stop growing.”
“We’re not just conducting transactions, we’re cultivating relationships,” McQuirter said. “And most of all, we are important because sometimes without realizing it, we change lives for the better.”
Editor’s note: This article has been updated to reflect NACS’ amended report and explicitly attribute the session coverage to NACS.
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