Yonas Zewude, Store Dealer

Very happy

(TEXT FROM SOUND BITE)

"When I joined Mac's, I had nothing, basically. I was just a student. Now, I've been working with them a long time. I've got my own house. I've got a family. I have sponsored a lot of family. I have my own business and it's doing very well. I'm not expecting to be rich, but I am doing well. I am just getting what I deserve, so I am very happy."

Workplace images

Where I work

I am a self-employed franchise dealer. I own and operate two 24-hour Mac's convenience stores with gas stations with a total of 12 employees.

These stores are located in various neighbourhoods to give people a convenient place to pick up the basics, like milk and gas. We carry pretty much everything.

To become a dealer

(TEXT FROM SOUND BITE)

"To be a dealer, first you have go to the website to apply. They will call you; they will do a phone interview first. They will arrange four or five different interviews. If you pass, you have to go to six weeks of management and customer service training. Then there is an exam. Your exam needs to be 85 percent and up to be accepted. If you pass all this, you are in!"

Helps people

I don't do this job for the money - I do it because I like it. I like working with the customers, talking to people and helping them.

In my line of work, it's important to be a people person. It's not always about money. We even do deliveries for some customers. They can place an order over the phone and I will deliver it to their home. I just want to help people out. I am proud of my company.

Employee training

Each one of my stores has a store manager who I train in customer service, management and basic computer skills. All of my employees are cross-trained, but each one becomes an expert in a specific area.

Communication with my team is very important so we have a binder where I can give directions and employees can respond. We also hold daily meetings so everyone knows what's going on and we can look at ways to improve operations. I stay very visible to my customers and interact with them while I'm training my employees on the floor.

Some technology

For store operations, we use a point-of-sale (POS) computer system and cash register. To keep track of sales, I use a program called Back Office. It's used by the store managers too, but they only have limited access.

For communication, I do use a Blackberry and there are lots of calls and emails every day. I prefer to return calls when I am not rushing around, so I can give proper attention to customer and supplier questions and concerns.

Have to work

I grew up in Ethiopia in the city of Addis Ababa and came to Canada in 1999 when I was 17. When I first arrived I had no plans for work. People back home think people just print money here! I expected the airport to be paved with gold and diamonds and that I would make lots and lots of money and send it all back home.

But one day, I went to work with my parents* to see how they earned a living and I realized they actually had to work! I decided to start going to school full-time and working part-time so I wouldn't have to ask my parents for money.

*Note: High School students in Grade 9 can go to their parent's workplace one day in the year for Take Your Kids To Work Day.

Learning English

(TEXT FROM SOUND BITE)

"When I came here, at first I didn't even know how to speak English. The good thing is at Miles Mac* they do have the English as a Second Language Program (ESL). It was a little bit challenging, but after a while, we got used to it. Some people catch on within a week and some of us take a little bit longer, but we are all now in the same place."

*Note: This is short form for Miles Macdonell Collegiate, the high school in Winnipeg that Yonas attended. The ESL program is now called English as an Additional Language (EAL).

Involved in sponsorship

I visited a refugee camp in Nairobi where I saw so many people in need that I wanted to help. I am very involved in the sponsorship program and have helped about 300 refugee families immigrate to Canada.

To sponsor a family you have to have sufficient income to support them and have a place for them to live. People think you can only sponsor your family, but I will sponsor anyone who needs help.

Respect for parents

My parents experienced some culture shock when they came to Canada. They were used to having their children treat them with utmost respect. There is a big difference in how children speak to their parents in Canada and how it was back home.

I still do things the old way and my parents appreciate that, but everything is different when you are raising kids in Canada.

Parents supportive

My parents have always been very supportive and they encouraged me when I decided to work for myself. Their opinion is very important to me. Their support has given me the strength to do a good job and be successful.

They used to be factory workers for Palliser, but now they run a store and help me out with my business as well.

Every day is different

Every day is different. I communicate with my employees and customers, do my paperwork and respond to emails, and just adjust what I'm doing according to what's needed for that day. If I see a long line-up in the store, I will stop what I'm doing and go to the front to help out.

I have to be flexible and deal with issues as they arise.

Handles stress

Sometimes my work is stressful, but I have to be strong. I have many responsibilities and a lot on my mind but I am able to handle it. When something stressful arises I take a deep breath and take a minute to think. Then I'm able to figure out what to do.

No set hours

Our stores are open 24 hours a day. I have no set hours. I'm in and out all the time and there is no limit on the number of hours I work each week. We have eight-hour rotating shifts.

Each store has three full-time employees and one part-time person.

Needs patience

(TEXT FROM SOUND BITE)

"You have to have a lot of patience in this kind of job. We are getting a lot of customers every day. Everybody has a different nature. You have to handle that. Don't take it personally. People have good days and bad days. I don't know what kind of day they are having, but I'm trying to make it interesting, not challenging."

Customers are neighbours

I bought my house in the same neighbourhood where one of my stores is located, so my neighbours are my customers. I am on very good terms with my customers and regularly go for lunch or out for coffee with some of my regulars.

Even though our gas stations are self-service, I keep an eye out for some of my senior customers, and I am always happy to run out and help them pump their gas if they need assistance.

Resolving problems

Managing a store involves a lot more than serving customers and handling cash. You have to be always thinking ahead and anticipating what the customers want and need.

When you handle a complaint, it's important to listen first and establish the facts and then summarize what the customer has told you. Then an apology can follow. By following these steps and not arguing with the customer, you can usually resolve any situation within a couple of minutes.

Customer had a knife

Sometimes customers leave without paying for their gas. One time my employee followed and caught up with the customer who then pulled out a knife. I stayed calm, even though I feared for my life. After about five minutes, the guy changed his mind and dropped the knife and apologized. I bought him a coffee and that was that.

Wants to help people

There may come a time when I change my career, but one thing I'm sure of, no matter what I'm doing I want to work with people. When I joined the army reserves my parents wanted to know why I made that choice. I explained to them that it's just in my nature to help people. I want to serve my country. It makes me happy to help others.

Be ready to learn

My advice to someone interested in getting into my line of work would be to be strong and patient and be ready to learn a lot before you jump right in. It's important to learn customer service skills first. This background knowledge is very important. You need to educate yourself about the business.

College is not as important as hands-on experience in this job.

Lots of improvements

(TEXT FROM SOUND BITE)

"My life is perfect. When I compare it to what I came from, I'm just thankful for what I do. There are a lot of improvements in my life. Some people are going four or five years to university, but for some reason I got lucky. I just went to college. I do what I like to do!"

Previous training

I joined the reserves and took courses through the militia. I learned how to use a variety of weapons and tools and how to drive a forklift and military trucks. My military qualification training helped me build my communication skills and learn self-discipline.

As well, in high school I studied consumer and applied math and pre-calculus. This background helps me to do my own payroll and GST. The basic computer skills I learned are also important, since we rely on a computerized system at Mac's.

Worked at Palliser

I worked part-time as a CNC* Operator for Palliser** from 2001 to 2002 where I learned on the job. They sponsored my schooling for one year which paid for me to go to Red River College's CNC Computer Programming program and receive my certificate. I also went through management training sponsored by Palliser.

*Note: CNC stands for computer numerically controlled.
**Note Palliser is a furniture company in Winnipeg.

Hired part-time

I used to go to the Mac's location near my house and got to know the owner quite well. One day he offered me a part-time job. I was going to school and waiting to start another part-time job at Palliser but decided to take the Mac's job on weekends.

My new employer noticed that I was good with people by nature and I became a permanent employee within a week.

Six weeks of training

(TEXT FROM SOUND BITE)

"New store operators have to take the six weeks' training. They have to go to CSR, which is customer service, and CBT, which is computer basic training, and MT, which is management training. People have to do all this before they take on a store."

Door of opportunity

Mac's is a fair company. They offer the training that's needed to work with this growing organization. I appreciate what they did for me. When I first started out I didn't have much experience, but they were patient enough to teach me.

My goal is now to teach everyone who is interested about my business. They are all given a fair chance and the door of opportunity is open to them.

More education

I am always looking for educational opportunities and hope to take more business management courses in the future. Down the road I might pursue more college or even a university education.

If for some reason I needed to change my line of work, I would probably decide to go to Bible college.

Continue sponsoring

I plan to continue my sponsorship efforts in the future. I would love to see more of the world, but rather than spend my money on travel, I prefer to make donations to support refugee programs and building projects back home. I actually have a picture of a building that was built just from money from my own pocket. That's very satisfying.

Share with family

(TEXT FROM SOUND BITE)

"If I want to have more, nobody is going to stop me. I just want to help people right now, and to expand the business for family members because I have a lot of family. They work with me so I'm teaching them and showing them the right direction. As soon as they get it, I will go on to the next step."

Personal hero

My personal hero is President Barack Obama. We share the same beliefs. When he puts his mind to something he accomplishes it, the same as it is for me. When I decide I want something, I put my mind to it. I do what needs to be done and am successful.

Make a plan

My advice to young people who want to get into my line of work is to make a plan for your future, stick to it and be strong. Getting a good education is important, but your natural abilities and people skills can take you a long way.

If you like working with people, this is a good type of work to get into. Be willing to start with the basics and learn everything there is to know about the business. That will give you a good foundation for the future.

Job Market Info

The links below take you to federal and regional government information on employment, education, salary ranges and long range prospects for this career.

The official title for Yonas' occupation is Retail Trade Managers and its NOC* code is 0621.

Job Futures

Working in Canada Career Research Tool

*Each occupation has an official name and unique number called the 'National Occupation Classification' code or 'NOC'.

Education

Useful High School subjects

- Marketing
- Math
- English
- Computer-related courses

*Source: JobFutures.ca 

For those out of school, Adult Learning Centres can help you get or upgrade your high school diploma, including adding subjects that are required for work or further education. All Manitobans are normally entitled to four free courses.

Below are links to various programs and courses that will get you on the path to a career as a Retail Trade Manager:

Colleges & Universities:

Red River College

Business Administration

Essential Skills

The most important Essential Skills* for Retail Trade Manager and other related occupations are:

- Oral Communication
- Problem Solving
- Decision Making
- Job task planning and organizing
- Significant Use of Memory
- Finding Information
- Working With Others

*For more information on Essential Skills and their importance to this occupation, go to: Essential Skills NOC 0621

Professional Resources

Canadian Convenience Stores Association
Registered not-for-profit association funded entirely by over 31,000 members across Canada

Related Careers

Sales, Marketing and Advertising Managers (NOC 0611)

Restaurant and Food Service Managers (NOC 0631)