Sheetz Supports Workforce with Made-to-Order Training
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By Luke Kempski, CEO April 29, 2015

Video interview with the Workforce Development Manager at Sheetz

Sheetz Gas Station & Convenience StoreSheetz is one of the fastest growing family-owned convenience stores in the world, with more than 500 locations across six states — Pennsylvania, Maryland, Virginia, West Virginia, Ohio and North Carolina — and more than 16,000 employees. The Sheetz brand promises to be a mecca for people on the go. To deliver on this promise, each store and employee must provide high quality food (MTO – Made-To- Order) and friendly and efficient service. Behind the scenes of Sheetz’s success is a workforce development team led by Sherry Hancock who delivers solutions focused on the company’s business strategy.

Consumers have plenty of choices when it comes to fast food restaurants, beverages, convenience stores and gas stations. One way Sheetz stands out is by introducing new food and drink products every six to eight weeks. These new products are heavily promoted and require the in-store team to be ready-to-go before customers start requesting them. Being prepared means employees have sampled the product, participated in training and have performance support tools available.

As the workforce development experts, Sherry and her team need to advocate for the store level employees to make sure they have right kinds of training and support available so they can be successful. This involves providing integrated training programs that work in a busy store environment and ensure that employees are prepared to provide the desired customer experience.

With new products being introduced and promoted every six to eight weeks, training needs to be part of a well-orchestrated, collaborative process that executes effectively across departments. At Sheetz, different areas of the business have worked together to optimize this process to efficiently deliver the best performance results.

In-store mentors deliver the majority of training received by a store employee through a 70-20-10 approach, with 70% being on the job learning, 20% coming from a mentor or manager and 10% being more formal training. To structure and support the 20% of training that comes from mentors and managers, Sheetz has organized programs that teach mentors what to include in training and how to train, coach, and lead team members.

The customer experience at Sheetz is a tribute to their branding and training. Sherry Hancock and her team have focused on performance focused blended approaches that are executed collaboratively with other areas of the business. This has paid off for the company, its employees and its customers.

To learn more, visit a Sheetz store or go to

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