Best C Store Management Tips Podcasts (2025)

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Episode 27: Mastering Customer Feedback 4:30

Play Pause

5d ago4:30

4:30

Smoke Break - Episode 27: Mastering Customer Feedback Episode Duration: 4:30 minutes Join host Mike Hernandez for the final episode of the customer service series as he reveals how to transform customer feedback from occasional complaints into a strategic business improvement tool. Learn proven techniques from successful store owners who've mastere…

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Episode 27 - Building Your Safety Committee 4:02

5d ago4:02

4:02

Smoke Break - Episode 27: Building Your Safety Committee Episode Duration: 4 minutes Join host Mike Hernandez as he guides you through creating an effective safety committee that actively prevents accidents rather than just reacting to them. Learn optimal committee sizing, strategic member selection, clear responsibility assignment, and documentati…

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Episode 27: Building Customer Rapport 2:20

5d ago2:20

2:20

Smoke Break - Episode 27: Building Customer Rapport Episode Duration: 2 minutes Join host Mike Hernandez as he reveals how building genuine customer relationships transforms one-time shoppers into loyal regulars who choose your store regardless of price. Learn practical techniques for remembering names and preferences, engaging in meaningful small …

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Episode 26: Making the Most of Mystery Shopping 4:35

12d ago4:35

4:35

Smoke Break - Episode 26: Making the Most of Mystery Shopping Episode Duration: 9 minutes Join host Mike Hernandez as he reveals how to transform mystery shopping from a "gotcha" program into a powerful customer service improvement tool. Learn proven strategies from successful store owners who've used mystery shopping to recognize excellence, ident…

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Episode 26 - Safety Training That Sticks 4:15

12d ago4:15

4:15

Smoke Break - Episode 26: Safety Training That Sticks Episode Duration: 8 minutes Join host Mike Hernandez as he transforms boring safety training into engaging, memorable sessions that actually prevent accidents and save lives. Learn proven techniques for creating hands-on learning experiences, breaking content into digestible chunks, and customiz…

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Episode 26: Handling Challenging Customer Scenarios 3:12

12d ago3:12

3:12

Smoke Break - Episode 26: Handling Challenging Customer Scenarios Episode Duration: 7 minutes Join host Mike Hernandez for the conclusion of the communication series as he walks you through real-world challenging customer situations and proven resolution strategies. Learn step-by-step approaches for handling product complaints, managing rush hour t…

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Episode 25: Role-Playing - Your Training Secret Weapon 4:23

6M ago4:23

4:23

Smoke Break - Episode 25: Role-Playing - Your Training Secret Weapon Episode Duration: 8 minutes Join host Mike Hernandez as he reveals how role-playing transforms awkward training sessions into powerful skill-building experiences that boost customer service confidence. Learn proven techniques from successful store owners who've used role-playing t…

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Episode 25 - OSHA Inspections: Be Ready, Not Worried 3:11

6M ago3:11

3:11

Smoke Break - Episode 25: OSHA Inspections: Be Ready, Not Worried Episode Duration: 7 minutes Join host Mike Hernandez as he transforms OSHA inspection anxiety into confidence through proper preparation and daily readiness practices. Learn how to maintain inspection-ready standards every day, organize essential documentation, and train your team to…

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Episode 25: De-escalating Tense Situations 3:29

6M ago3:29

3:29

Smoke Break - Episode 25: De-escalating Tense Situations Episode Duration: 6 minutes Join host Mike Hernandez as he reveals essential de-escalation techniques that transform heated confrontations into manageable conversations. Learn proven strategies for maintaining calm under pressure, using language that defuses tension, and creating safe environ…

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Episode 24: Mastering Problem Resolution 4:20

6M ago4:20

4:20

Smoke Break - Episode 24: Mastering Problem Resolution Episode Duration: 9 minutes Join host Mike Hernandez as he transforms how you view customer complaints and problems, revealing how effective resolution strategies can turn unhappy customers into loyal advocates. Learn proven techniques from successful store owners who've mastered the art of tur…

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Episode 24 - Incident Reports: Getting the Details Right 3:07

6M ago3:07

3:07

Smoke Break - Episode 24: Incident Reports: Getting the Details Right Episode Duration: 7 minutes Join host Mike Hernandez as he reveals how proper incident reporting protects your store from major complications and liability issues. Learn comprehensive documentation strategies for all types of incidents, from customer injuries to near-misses, and …

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Episode 24: The Power of Empathy in Communication 3:02

6M ago3:02

3:02

Smoke Break - Episode 24: The Power of Empathy in Communication Episode Duration: 6 minutes Join host Mike Hernandez as he reveals how empathetic communication transforms challenging customer interactions into positive experiences that build trust and loyalty. Learn practical techniques for understanding customer perspectives, using language that v…

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Episode 23: Product Knowledge - Your Secret Service Weapon 3:53

6M ago3:53

3:53

Smoke Break - Episode 23: Product Knowledge - Your Secret Service Weapon Episode Duration: 9 minutes Join host Mike Hernandez as he reveals how deep product knowledge transforms your staff from order-takers into customer service experts. Learn proven strategies from successful store owners who've turned product expertise into a competitive advantag…

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Episode 23 - When Accidents Happen: First Response Matters 3:15

6M ago3:15

3:15

Smoke Break - Episode 23: When Accidents Happen: First Response Matters Episode Duration: 7 minutes Join host Mike Hernandez as he guides you through critical first response procedures when workplace accidents occur. Learn how your actions in the first few minutes can significantly impact outcomes, from scene safety assessment to proper documentati…

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Episode 23: Clear and Concise Communication 3:11

6M ago3:11

3:11

Smoke Break - Episode 23: Clear and Concise Communication Episode Duration: 6 minutes Join host Mike Hernandez as he reveals the essential communication skills that make assistant managers more effective in fast-paced convenience store environments. Learn how to deliver messages quickly and clearly to customers and team members, prioritize informat…

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Episode 22: The Impact of Store Cleanliness 4:07

6M ago4:07

4:07

Smoke Break - Episode 22: The Impact of Store Cleanliness Episode Duration: 9 minutes Join host Mike Hernandez as he reveals how store cleanliness directly impacts customer perception, shopping behavior, and sales success. Learn proven strategies from real store transformations that show how smart cleaning systems, staff engagement, and attention t…

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Episode 22 - Emergency Planning: Ready for Anything 4:16

6M ago4:16

4:16

Smoke Break - Episode 22: Emergency Planning: Ready for Anything Episode Duration: 8 minutes Join host Mike Hernandez as he guides you through comprehensive emergency planning that protects your team and customers when seconds count. Learn how to create actionable emergency procedures, assign specific roles, and conduct effective drills that prepar…

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Smoke Break - Episode 22: The Art of Active Listening 3:16

6M ago3:16

3:16

Smoke Break - Episode 22: The Art of Active Listening Episode Duration: 6 minutes Join host Mike Hernandez as he reveals the difference between simply hearing customers and truly listening to them. Learn essential active listening techniques that transform customer interactions, build stronger relationships, and help you resolve issues more effecti…

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Episode 21: Mastering Efficient Checkout 3:54

7M ago3:54

3:54

Smoke Break - Episode 21: Mastering Efficient Checkout Episode Duration: 9 minutes Join host Mike Hernandez as he shares proven strategies for transforming slow, frustrating checkout experiences into swift, memorable interactions that keep customers coming back. Learn how independent store owners have dramatically reduced wait times and improved cu…

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Episode 21 - OSHA Basics: What Every Store Manager Must Know 3:17

7M ago3:17

3:17

Smoke Break - Episode 21: OSHA Basics: What Every Store Manager Must Know Episode Duration: 7 minutes Join host Mike Hernandez as he demystifies OSHA regulations with practical, actionable guidance for convenience store managers. Learn the essential safety requirements that protect your team and keep your store compliant, from hazard communication …

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Episode 21: Putting It All Together - Creating the Ultimate Customer Experience 3:01

7M ago3:01

3:01

Smoke Break - Episode 21: Putting It All Together - Creating the Ultimate Customer Experience Episode Duration: 6 minutes Join host Mike Hernandez as he demonstrates how to combine all customer service skills into seamless, exceptional experiences. Learn how to blend cue reading, empathy, needs anticipation, and expectation management to create mem…

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Episode 20: The Art of Greeting and Assisting Customers 4:33

7M ago4:33

4:33

Smoke Break - Episode 20: The Art of Greeting and Assisting Customers Episode Duration: 9 minutes Join host Mike Hernandez as he shares powerful stories and proven strategies for transforming customer experiences through effective greeting practices. Learn how independent store owners like you have significantly increased customer loyalty and sales…

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Episode 20 - When Things Go Wrong: Food Safety Emergency Response 3:35

7M ago3:35

3:35

Smoke Break - Episode 20: When Things Go Wrong: Food Safety Emergency Response Episode Duration: 8 minutes Join host Mike Hernandez as he provides essential guidance for handling food safety emergencies in your convenience store. Learn how to develop an effective crisis response plan for situations like power outages, product recalls, and foodborne…

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Episode 20: Reading and Responding to Customer Cues 3:06

7M ago3:06

3:06

Smoke Break - Episode 20: Reading and Responding to Customer Cues Episode Duration: 6 minutes Join host Mike Hernandez as he reveals how to interpret and react to the silent signals customers communicate through their body language, tone, and expressions. Learn why understanding these non-verbal cues is essential for providing exceptional service a…

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Episode 19: Building Your Store's Reputation Through Service 4:43

7M ago4:43

4:43

Smoke Break - Episode 19: Building Your Store's Reputation Through Service Episode Duration: 8 minutes Join host Mike Hernandez as he reveals strategies for developing and maintaining a stellar reputation that brings customers back again and again. Learn how exceptional service can become your store's most powerful competitive advantage in today's …

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Episode 19 - Documentation: Your Food Safety Shield 3:18

7M ago3:18

3:18

Smoke Break - Episode 19: Documentation: Your Food Safety Shield Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down the essential documentation practices that protect your business from food safety issues and regulatory consequences. Learn how to implement comprehensive record-keeping systems that demonstrate your commitment to …

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Episode 19: The Power of Empathy in Customer Service 3:07

7M ago3:07

3:07

Smoke Break - Episode 19: The Power of Empathy in Customer Service Episode Duration: 8 minutes Join host Mike Hernandez as he shares insights on developing and fostering empathy in customer interactions. Learn how to lead your team in creating meaningful customer connections that transform typical transactions into memorable experiences. Episode Ov…

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Episode 18: Maximizing Sales Through Exceptional Service 5:02

7M ago5:02

5:02

Smoke Break - Episode 18: Maximizing Sales Through Exceptional Service Episode Duration: 8 minutes Join host Mike Hernandez as he reveals practical strategies for transforming good customer service into increased sales. Learn how to train your team in service techniques that naturally boost transaction values and create more profitable customer int…

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Episode 18 - Keeping It Clean: Facility Maintenance & Sanitation 3:24

7M ago3:24

3:24

Smoke Break - Episode 18: Keeping It Clean: Facility Maintenance & Sanitation Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down essential sanitation practices that go beyond surface cleaning to ensure true food safety. Learn how to implement comprehensive cleaning systems that will impress health inspectors and protect your cus…

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Episode 18: Common Customer Needs in Convenience Stores 3:19

7M ago3:19

3:19

Smoke Break - Episode 18: Common Customer Needs in Convenience Stores Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down the fundamental customer needs that drive convenience store visits. Learn how to lead your team in prioritizing these core needs to enhance customer satisfaction and build store loyalty. Episode Overview Maste…

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Episode 17: Word of Mouth - Your Most Powerful Marketing Tool 4:55

8M ago4:55

4:55

Smoke Break - Episode 17: Word of Mouth - Your Most Powerful Marketing Tool Episode Duration: 8 minutes Join host Mike Hernandez as he reveals strategies for turning satisfied customers into your most effective marketing team. Learn how to create experiences that inspire customers to spread the word about your store without spending a fortune on ad…

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Episode 17 - Temperature Control: The Hot and Cold of Food Safety 3:02

8M ago3:02

3:02

Smoke Break - Episode 17: Temperature Control: The Hot and Cold of Food Safety Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down essential temperature control practices that protect your customers and business. Learn how to implement effective monitoring systems that prevent foodborne illness risks while maintaining compliance.…

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Episode 17: Understanding Different Customer Expectations 3:05

8M ago3:05

3:05

Smoke Break - Episode 17: Understanding Different Customer Expectations Episode Duration: 8 minutes Join host Mike Hernandez as he shares insights on recognizing and adapting to varied customer expectations in your store. Learn how to lead your team in providing personalized service that meets the diverse needs of your customer base. Episode Overvi…

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Episode 16: The Power of Customer Loyalty 4:55

8M ago4:55

4:55

Smoke Break - Episode 16: The Power of Customer Loyalty Episode Duration: 8 minutes Join host Mike Hernandez as he reveals strategies for transforming casual shoppers into devoted customers who drive business growth. Learn how to build meaningful customer relationships that increase sales, encourage word-of-mouth marketing, and create a community a…

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Episode 16: Food Safety Basics: Getting Handling and Storage Right 3:51

8M ago3:51

3:51

Smoke Break - Episode 16: Food Safety Basics: Getting Handling and Storage Right Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down essential food safety practices that protect your customers and business. Learn how to implement proper handling and storage procedures that form the foundation of your store's food safety system. E…

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Episode 16: Product Knowledge - Your Secret Weapon 2:44

8M ago2:44

2:44

Smoke Break - Episode 16: Product Knowledge - Your Secret Weapon Episode Duration: 8 minutes Join host Mike Hernandez as he shares strategies for developing comprehensive product knowledge that enhances customer service and boosts sales. Learn how to lead your team in becoming product experts who can confidently guide customers to the perfect purch…

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Episode 15: Building a Culture of Compliance 6:12

8M ago6:12

6:12

Smoke Break - Episode 15: Building a Culture of Compliance Episode Duration: 8 minutes Join host Mike Hernandez for the final episode in our compliance series as he shares strategies for transforming compliance from a set of rules into a core part of your store's identity. Learn how to create an environment where doing things the right way becomes …

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Episode 15 - Consumer Protection: Keeping Customers Safe and Satisfied 3:35

8M ago3:35

3:35

Smoke Break - Episode 15: Consumer Protection: Keeping Customers Safe and Satisfied Episode Duration: 8 minutes Join host Mike Hernandez as he shares essential consumer protection strategies that build customer trust while keeping your store compliant with regulations. Learn how to implement practices that protect both your customers and your busin…

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Episode 15: Time Management - Balancing Service and Operations 3:03

8M ago3:03

3:03

Smoke Break - Episode 15: Time Management - Balancing Service and Operations Episode Duration: 8 minutes Join host Mike Hernandez as he shares practical strategies for managing the competing demands on your time as an assistant manager. Learn how to balance excellent customer service with operational responsibilities while maintaining your sanity. …

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Episode 14: Regular Audits and Reviews - Your Path to Compliance Success 5:38

8M ago5:38

5:38

Smoke Break - Episode 14: Regular Audits and Reviews - Your Path to Compliance Success Episode Duration: 8 minutes Join host Mike Hernandez as he shares proven strategies for implementing effective audit systems that protect your business and prevent compliance issues. Learn how regular reviews can transform from tedious tasks into valuable tools f…

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Episode 14 - Labor Laws: Keeping Your Team Protected 2:44

8M ago2:44

2:44

Smoke Break - Episode 14: Labor Laws: Keeping Your Team Protected Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down essential labor law compliance strategies that protect your team and your business. Learn how to navigate wage requirements, scheduling regulations, and workplace policies while building a fair, legal work environ…

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Episode 14: Building a Customer Service Dream Team 3:15

8M ago3:15

3:15

Smoke Break - Episode 14: Building a Customer Service Dream Team Episode Duration: 8 minutes Join host Mike Hernandez as he shares essential strategies for developing and maintaining a team that consistently delivers outstanding customer service. Learn how to train, motivate, and lead your staff to create memorable customer experiences. Episode Ove…

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Episode 13: Training Your Team for Compliance Success 5:48

9M ago5:48

5:48

Smoke Break - Episode 13: Training Your Team for Compliance Success Episode Duration: 8 minutes Join host Mike Hernandez as he shares proven strategies for developing effective compliance training programs that stick. Learn how to transform procedures from paper documents into daily practices that protect your business and customers. Episode Overvi…

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Episode 13 - Environmental Compliance Made Simple 3:28

9M ago3:28

3:28

Smoke Break - Episode 13: Environmental Compliance Made Simple Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down essential environmental compliance strategies that protect both your business and the planet. Learn practical approaches to waste management, energy efficiency, and regulatory adherence that can save money while avoi…

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Episode 13: Turning Unhappy Customers into Loyal Fans 3:54

9M ago3:54

3:54

Smoke Break - Episode 13: Turning Unhappy Customers into Loyal Fans Episode Duration: 8 minutes Join host Mike Hernandez as he shares proven strategies for transforming customer complaints into opportunities for building loyalty. Learn how to lead your team in handling difficult situations with professionalism and care. Episode Overview Master esse…

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Episode 12: Navigating the World of Regulatory Compliance 5:57

9M ago5:57

5:57

Smoke Break - Episode 12: Navigating the World of Regulatory Compliance Episode Duration: 6 minutes Join host Mike Hernandez as he breaks down essential compliance strategies that protect your business, customers, and reputation. Learn how regulatory adherence can become a competitive advantage rather than just a necessity. Episode Overview Master …

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Episode 12 - Alcohol & Tobacco: Getting ID Right Every Time 3:20

9M ago3:20

3:20

Smoke Break - Episode 12: Alcohol & Tobacco: Getting ID Right Every Time Episode Duration: 3 minutes Join host Mike Hernandez as he shares essential strategies for maintaining perfect compliance with alcohol and tobacco regulations. Learn how to implement foolproof systems that protect your business, your license, and your community. Episode Overvi…

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Episode 12: The Art of Customer Service 4:00

9M ago4:00

4:00

Smoke Break - Episode 12: The Art of Customer Service Episode Duration: 8 minutes Join host Mike Hernandez as he shares essential strategies for creating and maintaining exceptional customer service standards in your store. Learn how to lead your team in delivering consistent, quality interactions that build customer loyalty. Episode Overview Maste…

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Episode 11: Balancing Short-Term Sales with Long-Term Success 9:29

9M ago9:29

9:29

Smoke Break - Episode 11: Balancing Short-Term Sales with Long-Term Success Episode Duration: 8 minutes Join host Mike Hernandez as he shares essential strategies for finding the perfect balance between immediate sales boosts and sustainable business growth. Learn how to create promotions and pricing approaches that drive both today's revenue and t…

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Episode 11 - Health & Safety: Getting It Right 3:47

9M ago3:47

3:47

Smoke Break - Episode 11: Health & Safety: Getting It Right Episode Duration: 8 minutes Join host Mike Hernandez as he breaks down essential health and safety compliance strategies that protect your customers, team, and business. Learn practical approaches to maintaining a safe environment while meeting regulatory requirements. Episode Overview Mas…