Why people skills—not just product—drive c-store foodservice success
When we talk about foodservice success, we usually talk about the food. But there’s another powerful ingredient that separates high-performing stores from the rest: people skills. C-store owners who focus on trust, team rapport, and customer service aren’t just running a hot food program—they’re running a program that performs.
From the way your staff interacts with customers to how your team communicates behind the scenes, the soft stuff isn’t fluff—it’s the foundation. Here’s why it matters.
Trust Builds Loyalty
Customers come back when they know what to expect—and that starts with trust. If your hot food always looks fresh, your staff is friendly, and your store feels clean and welcoming, you’re already building loyalty. But if a slice looks dried out or no one greets the customer, trust erodes fast.
- Consistent food quality builds confidence in your foodservice program.
Customers notice when your pizza looks, tastes, and smells the same every time. That consistency makes them more likely to choose your store again, even when they have other options nearby.
- Friendly, informed staff signal professionalism.
A quick “Hey, how’s it going?” and a staff member who knows what’s in the warmer goes a long way. It shows customers that your team takes food seriously—and respects their time. - Clean warmers and displays show pride in your product.
No smears on the glass. No dried-out slices left sitting too long. A clean, well-stocked display signals freshness, quality, and care—all things that build customer trust without saying a word.
Rapport Fuels Team Performance
You can’t run a strong foodservice program without a strong team. And strong teams don’t just happen—they’re built on rapport. When team members feel respected, heard, and supported, they’re more likely to follow protocols, speak up when something’s off, and help each other out during busy shifts.
- Shared goals keep everyone aligned.
Whether it’s selling a set number of pizzas per shift or keeping the warmer stocked through rush hours, having clear goals turns individuals into a team. Everyone knows what success looks like—and how they contribute. - Simple recognition boosts morale and effort.
A quick shout-out for prepping food on time or suggesting a go-to combo shows employees they’re seen and appreciated. Even a “great job today” at the end of a shift helps reinforce pride and ownership. - Open communication reduces mistakes and tension.
When staff feel comfortable asking questions or offering suggestions, it creates a smoother, safer environment. Problems get solved faster, responsibilities are clearer, and less falls through the cracks.
Influence Drives Upsells
Suggestive selling works—but only when it’s built on connection. Customers don’t want to be sold to; they want to be helped. That’s why influence is about timing, tone, and trust. When your team knows how to make helpful suggestions in a natural way, upselling becomes easy and effective.
- “Want to add a snack?” or “Looks good– did you want a drink to go with it?” feels low-pressure.
These short, friendly prompts make customers feel like they’re being looked after, not pitched to. They open the door to more purchases without making anyone uncomfortable or overwhelmed. - Cross-promote easy combos like Hunk® + drink or WingBites® + soda.
Suggesting natural pairings makes decision-making easier for customers and increases ticket size. Promoting “power combos” also helps staff remember what to suggest and creates a consistent customer experience. - Make sure staff are confident in their product knowledge and quick scripts.
When employees know what’s in the warmer and how to talk about it, they’re more likely to speak up. Equip them with one-liners and FAQs so they can suggest items without hesitation or confusion.
Trust and Training Go Hand in Hand
Confidence comes from preparation. When employees trust their training—because it’s clear, visual, and consistent—they’re more likely to follow through, even during a rush. That means fewer mistakes, better product quality, and less waste.
- Use your pizza program training tools.
The guides and materials available through our Pizza Portal are made to be quick, clear, and easy to follow. Post visual step-by-step guides near the prep station, use videos for new hires, and keep printed cheat sheets accessible for quick refreshers – like our training QR code by the Pizza Shoppe. - Reinforce key steps during team huddles or shift changes.
A 60-second reminder at the start of a shift can go a long way. Focus on one key topic—like proper holding times or combo offers—to keep training fresh without overwhelming your team. - Make sure every team member knows how to prep, bake, and hold food at temperature correctly.
Proper training leads to consistent quality and keeps you in compliance with food safety guidelines. When staff know exactly what’s expected, they’re more efficient—and your food stays fresh and safe.
Culture Influences Without Saying a Word
Even before a staff member says a word, your store is sending signals. The smell of hot food. The sight of a full warmer. The smile at checkout. All of these create a feeling—and that feeling influences whether a customer grabs a slice or keeps walking. Every detail adds up to a silent but powerful message: “This is a place you can count on.”
- Keep warmers stocked and items rotated for freshness.
A full warmer signals freshness and activity. Make sure items are rotated on time and held at the right temperature to keep everything looking—and tasting—fresh. - Use signage to highlight products and promote value.
Eye-catching signs do more than inform—they create urgency and spark interest. Use well-placed signage to point out combo deals, limited time flavors, or new items in the warmer. Find free signage and marketing materials in our Pizza Portal. - Coach your team to make eye contact and greet every guest.
A simple “Hey there!” or “Let me know if you need anything” goes a long way. It makes the store feel more welcoming and reinforces the idea that your staff is approachable and attentive.
The People Side of Performance
Your pizza program is powerful—but your people make it perform. When customers trust your store, when your team works well together, and when your staff knows how to influence buying decisions, foodservice success becomes sustainable.
Want to improve how your people show up for your program?
Talk to your TBHC Delivers Account Manager—we’re here to help support your team, your training, and your success.
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TBHC Delivers
TBHC Delivers is the largest distributor of Hunt Brothers Pizza; we are our own business and brand. We own our trucks and follow, believe and deliver on all Hunt Brothers Pizza’s visions. TBHC Delivers builds upon the high-quality product of Hunt Brothers Pizza with value-add customer service like our 15-Point Promise.