1 Change That Could Save Maverik Millions on Labor

SALT LAKE CITY -- With a 120% employee turnover rate, Salt Lake City-based Maverik Inc. wanted to get to the bottom of why so many workers were “no calling, no showing.” The 300-unit retailer hired a consultant to conduct exit interviews, and 50% of ex-associates participated in the process. “They want an outlet, and they want to express themselves,” said Danielle Mattiussi, vice president of operations for Maverik, during a workshop at the 2017 NACS Show in Chicago. “The challenge is capturing [that] sentiment and making it actionable.”

Here’s how the convenience-store chain used input from the employees who got away ...

The consultant found that one of the biggest reasons workers were heading for the door was scheduling. “The schedules were being published too late, didn’t meet their needs or weren’t flexible enough for those who had other jobs,” said Mattiussi. The other top concerns included supervisors and pay. The retailer opted to address lapses in scheduling protocols, which could fold into the other two pain points for employees.

The retailer ditched its homegrown scheduling tool for a high-tech option from an outside vendor. The software allows managers to set schedules two weeks in advance so that workers have more notice.

The operations team also trickled the word out to employees that they could download an app tied to the scheduling software, so as not to overwhelm them with the new system. Now, about half of Maverik’s store employees use the app, which allows them to pick up and post shifts with managerial oversight.

Store directors can use the scheduling tool to post available shifts based on skills and transportation abilities, so staff aren’t confined to one store. “Instead of employees revolving around a certain store and store manager, Maverik now revolves around employees,” Mattiussi said. This allows workers to self-select stores that are a better fit for them and pick up extra shifts, rather than balancing a whole other job. But it's not just frontline workers reaping the new system's rewards. Both managers and associates benefit from the reduced stress of fully staffed stores.

Maverik managers have reported stabilized staff turnover and expect reduced turnover. Altogether, the move could save the company anywhere from $1.5 to $7.5 million, Mattiussi said.