Leading When Leaders Are Needed Most

By Kim Stewart

ALEXANDRIA, Va.—There are about 152,000 convenience stores in the United States, and about half of America walks through their doors each day—pre–COVID-19. Foot traffic may be down, but the connections that c-stores have with their regular customers and the surrounding communities are stronger than ever.

“It’s surprising with having over 1,500 customers a day how many regular customers we have, and how many we remember on a first name basis, and they know us as well,” said Lonnie McQuirter, director of operations, 36 Lyn Refuel Station, Minneapolis, Minnesota. McQuirter’s lone store is located in the heart of south Minneapolis. McQuirter was featured in yesterday’s Spotlight Session at the NACS Crack the Code Experience, which opened Monday and runs through December 4. This week’s theme is Disruption/Navigating Chaos.

For McQuirter, investing in relationships with 36 Lyn’s neighbors in an authentic way is nonnegotiable. 36 Lyn was one of the first corporate sponsors of Open Streets Minneapolis, a free, family-friendly street festival in which major thoroughfares are closed to car traffic on a weekend afternoon. The c-store’s rooftop becomes a stage for musical performances, and classic cars, local vendors and food trucks take over the forecourt. (This year’s festival was cancelled due to the pandemic.)

“It’s my firm belief that the more that we know our neighbors, the more that we can attract people from different walks of life to understand that we all want the same things for the most part. It helps to make our world smaller, but it also helps to build that kind of sense of belonging and community that is much needed,” McQuirter said.

During the height of the COVID-19 crisis, it was especially important for 36 Lyn to provide clean restrooms for customers when other businesses were closed, and serve as a refuge for people in crisis. “There have been people that have had domestic situations where they are fleeing to us, and they wait until the police get here,” McQuirter shared. “There’s not any other place for them to go to. We are critical infrastructure in our communities.”

During the emotional video which debuted as part of yesterday’s Spotlight Session, McQuirter talked about the tragic May 25 death of George Floyd in police custody in Minneapolis. Floyd died at 38th Street and Chicago Avenue about a mile away from 36 Lyn. Although McQuirter, who grew up in Minneapolis, didn’t know Floyd personally, some of his employees and customers did, and many attended peaceful rallies and vigils in the initial days after the tragedy. Some agitators, however, took advantage of the gatherings to stir up violence, and 36 Lyn was looted but spared the devastation that befell other businesses, many of which are owned by McQuirter’s friends.

A security expert told McQuirter that “36 Lyn the convenience store was critical to the health and well-being of our community and neighborhood. He didn’t mince his words in describing and explaining why—if 36 Lyn was to burn down, if we were to be taken away from our community, the dire consequences that it would have for the rest of the community there.”

McQuirter, his staff and volunteers stood watch over 36th Street and Lyndale Avenue for several nights during the height of the civil unrest. Matthew Kernan was one of McQuirter’s neighbors who offered help. The two men testified at a Minnesota State Senate hearing this summer about the impact on small businesses in downtown Minneapolis.

“I saw everything that had happened from Day 1 and…I just couldn’t let things go without taking any action,” Kernan testified. “So I believe it was on the 29th, I came to the gas station where Lonnie owns, and offered any kind of protection that I could provide. So for the next five evenings after the 28th we stood post on top of the gas station,” he said, his voice breaking.

The experience was wrenching. “While we were tired, while we were overworked at the time, it really helps to instill why we were there,” McQuirter said. “I think it’s all too easy to say, ‘That business has insurance. They can just board up and walk away.’ When the sun is going down, when you know the police aren’t going to show up, and you know that the fire department may not show up, to have people in the community that are out there for you…it’s something that others don’t necessarily understand the value of—that’s observed by our customers and by those in our community—until it’s not there.”

McQuirter’s story is one of several NACS interviews with heroes of the convenience industry facing challenges with determination and bravery. Upcoming Spotlight Sessions will feature Rachel Krupa of The Goods Mart (Nov. 18) and Don Rhoads of The Convenience Group (Nov. 25). These interviews and more are included in the dozen-plus Spotlight Sessions rolling out over the five weeks of Crack the Code. Attendees also be able to select among the more than 45 education sessions and have 24/7 access to innovative product showrooms and forge connections with attendees from around the world. Register here for Crack the Code.

Editor’s note: This story is abstracted from NACS Magazine’s November cover story: “Look for the Heroes.” Read the full digital issue here.

Kim Stewart is editor-in-chief of NACS Magazine and editorial director of NACS.