Glenn Plumby - Retired COO and Author

On the the Importance of Frontline Employees and Customer Service: "If that's a terrible experience, that guy could go on to have a terrible day."

There are basically two ways to learn something.  Dig in and make your own mistakes, which will take years and a lot of time, money and effort, or learn from those that have already done it, which if you pay attention can be done in a few hours or sometimes just moments.

Glenn Plumby went from COO of a major convenience store chain to a bestselling author of a book entitled, A Charmed Life, which outlines his life advice for those juggling life and work.

Glenn shares valuable lessons from his extensive 41-year career, discussing everything from the importance of prioritizing relationships and adapting to life’s changing priorities, to innovative marketing strategies and the complexities of labor management in the convenience store industry. He also touches on personal stories, such as learning to balance exercise and sleep and successfully navigating two marriages.

Listen as Glenn delves deep into topics well outside of what I expected and into the tips, tricks and philosophies that can improve your life dramatically, if you take action on them.

Enjoy!

Visit Glenn at: https://www.amazon.com/Charmed-Life-Practical-Wisdom-Successful-ebook/dp/B0D3VM8VC5?ref_=ast_author_dp

Podcast Overview:

00:00 Book addresses transition from academics to workforce.

09:29 Interest in extracurricular activities, soft skills crucial.

12:19 Successful loyalty program for convenience store chain.

19:24 Build diverse experience within a trusted company.

24:41 Labor key to customer service and satisfaction.

27:58 Store workers are undervalued during the pandemic.

35:52 Collaborated on book, marketed to universities successfully.

39:33 Building trust takes time, embrace people's identity.

46:10 Taught operations about marketing, built understanding. Supported growth.

52:32 Transition roles improve performance, provide soft landing.

56:26 Time pie changes at 40, prioritize wisely.

01:01:50 Second wife supported and understood work passion.

01:04:35 Spouse neglect, prioritize connection, avoid future regrets.

Podcast Transcription:

Glenn Plumby [00:00:00]:

The marketing people, if they're in a silo, they're gonna come up with all these great ideas and half of them are stupid. Right? They sound good in a boardroom, but it just doesn't work. We always reverse engineer In and put operating people in marketing along with some marketing, you know, talented people, and we were able to do that.

James Kademan [00:00:20]:

You have found Authentic Business Adventures, the business program that brings you the struggle stories and triumph successes of business owners across the land. Downloadable audio episodes can be found on the podcast link On at draw In customers.com. We are locally underwritten by the Bank of Sun Prairie as well as calls on call extraordinary answering service and the bold business book. And today, we're welcoming slash preparing to learn from Glenn Plumby, operations and marketing expert, former executive vice president and CEO I'm sorry, COO of Speedway convenience store chain, and author of a great book called A Charmed Life. So, Glenn, how is it going today?

Glenn Plumby [00:00:59]:

Wonderful. Been looking forward to this, and, it's been a great day.

James Kademan [00:01:05]:

Yay. You know? I love having people like you on the show. The people that have been there, done that kind of thing In of just the ones that talk about In, they've actually experienced it, lived it. I don't maybe you're still living it. Just you actually have the experience to to back up the information and advice that you

Glenn Plumby [00:01:23]:

give. Yes. Yes.

James Kademan [00:01:25]:

So let's start from the beginning. How does somebody end up in the convenience store business?