The Power Of Professionalism
Sukhi Sandhu, NCASEF Chairman
Our stores are an extension of our hard work and determination as franchisees. Every detail matters, and when things go wrong—a distributor failing to deliver, a Help Desk call leaving us without satisfactory answers or taking too long to resolve , or a maintenance technician arriving without the needed parts—it’s easy to let emotions take over. But as passionate as we are about our businesses, professionalism must always guide our actions. Frustration, while understandable, rarely leads to the results we’re seeking. A calm, measured approach can make all the difference in resolving issues effectively while maintaining the relationships that are so crucial to our success.
Professionalism is essential in every aspect of what we do, and it starts with us as franchisees. When challenges arise, it’s tempting to let the stress of the moment dictate our response, but taking a step back and focusing on solutions instead of problems can help turn the situation around. For example, a driver who arrives late or with a shorted delivery may be more accommodating to your requests in the future or more willing to take your issue upstream to their management if you engage with them professionally rather than emotionally. A service technician who is approached with patience and understanding is more likely to go the extra mile to ensure the repair is done to the highest standards. These outcomes don’t happen by accident—they’re the result of maintaining professionalism and respect in the face of frustration.
Our professionalism trickles down to our store managers and employees, shaping the overall culture of the store. When store managers consistently act professionally and respectfully toward everyone they interact with, they set the tone that their teams are likely to follow. A store manager who engages an Area Leader or Market Leader respectfully, even when receiving feedback, sends a powerful message: professionalism should be practiced always, and it matters regardless of rank or position.
Employees benefit when they see professionalism upheld as a standard in their workplace. Store staff who are treated with respect and courtesy by franchisees and managers are more likely to adopt a similar approach in their dealings with others. For instance, employees engaging with customers will understand that professionalism yields loyalty and repeat visits, and strengthens customer relationships.
Vendors dedicate significant time and effort to participate in our local and national events, with the expectation of building meaningful relationships with franchisees. It’s our responsibility to engage actively with our supply partners and show our support for them by placing orders at our trade shows or by helping them get their new hot products into our stores. Vendors need to see that their investment in our community is worthwhile. Vendors who feel respected and appreciated are far more likely to work with us to create opportunities that benefit everyone. Similarly, vendors should also conduct themselves professionally in their interactions with franchisees and store staff. Whether at trade shows, during store visits, or when attending FOA meetings, their demeanor should reflect mutual respect and a shared commitment to building a positive partnership.
Professionalism is equally important when it comes to interactions with our franchisor’s personnel. We all have concerns, and there are times when policies or decisions from SEI seem to clash with what we know is in the best interest of our stores. It’s natural to feel frustrated, but emotional reactions rarely lead to progress. When conversations reach a negative tone, not only does the dialogue break down, but also the support and mutual respect that are so necessary for productive relationships.
SEI management and staff, like franchisees, should prioritize professionalism in their interactions with us and our teams. Whether they’re visiting our stores or meeting with franchisee leadership, their approach should mirror the courtesy and professionalism they expect in return. Speaking respectfully, staying calm, and focusing on solutions from both sides ensures that concerns are heard and addressed constructively. When all parties uphold professionalism, we pave the way for collaboration, problem-solving, and progress.
Very little gets accomplished through anger. Being firm but courteous allows us to address the tough issues head-on while leaving room for collaboration. Even when it feels like we’re not being heard, professionalism reminds us to stay focused on the bigger picture. The goal isn’t to “win” an argument or prove a point—it’s to make meaningful progress that benefits all 7-Eleven stakeholders.
Our business relationships are just that—business. This doesn’t mean we shouldn’t care deeply about our stores or our brand, but we should always strive to maintain professionalism in all our interactions. This mindset helps us navigate challenges more effectively and becomes a guideline for long-term success. To paraphrase the famous line from The Godfather, “It’s a business, not personal.”
QUOTE 1
“A calm, measured approach can make all the difference in resolving issues effectively while maintaining the relationships that are so crucial to our success.”
QUOTE 2
“Our professionalism trickles down to our store managers and employees, shaping the overall culture of the store.”
QUOTE 3
“Vendors who feel respected and appreciated are far more likely to work with us to create opportunities that benefit everyone.”
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