Lessons from a Lifetime in Service

By Tom Steuber, NAMA Board Chair, 2024-25

Whether you’re managing a single vending route or larger business, leadership isn’t about big titles—it’s about everyday actions that make a real difference. Drawing from my own journey, from watching my dad to working alongside passionate operators, I’ve seen firsthand that leadership is universal. It’s not about where you came from; it’s about the commitment you show every day in solving problems, lending a hand, and continuously improving your operation. Here are five tips operators can do right now to level up their leadership game:

Run a Solid Business

Forget flashy strategies for a moment. Focus on the core: consistency, reliability, and top-notch service. Whether it’s fixing a jammed machine, keeping inventory in check, or just making a customer feel heard, those fundamentals are the foundation for success.

Build your personal reputation through traditional values like honesty and reliability. Build your company’s reputation by always doing right by the customer. Enable all your people to solve problems for the customer without having to check with the boss.

Lift Others Up

Being a leader in our world often means being the one who supports and lifts others up. Seasoned operators have a wealth of experience to offer, and newer operators are eager to learn. Don’t be afraid to share your knowledge with others. Volunteer to lead a seminar at CTW on a subject you  know well. As you do this, you build a network and others will look to you as an industry expert. By sharing what you know, you’ll encourage others to do the same.

When the whole industry gets stronger, everyone wins.

Every convenience services operator has the opportunity to lead from where they are. Share insights, mentor others, and contribute to the association’s initiatives.

Build your network

In my career, I’ve learned the most from my friends in the industry. These are people I’ve met at conventions or other industry events. We stay in touch and share our problems and together we find solutions.

The knowledge I’ve gained from my peers has made me a better operator and now that I’m in a leadership position in the industry, it has shaped my vision of NAMA’s future.

Invest in Your People (and Yourself)

I’ve always believed that a company’s success is directly tied to the satisfaction and growth of its people. Whether an operator has a full crew or they’re a one-person show, investing in growth – including oneself— is key.

Investing doesn’t necessarily mean big financial outlays. It might be as simple as spending a few minutes each week to check in with a crew member or attending one of the State Councils to pick up fresh ideas. Consider bringing some of your team to The NAMA Show. It will expose them to the full breadth of what the industry’s all about. NAMA has tons of resources – webcasts, training materials, and best practices. Use them! 

Every bit of knowledge helps the company stay ahead of the curve. And a motivated, well-informed leader sets the tone for the entire operation.

Get Involved, Give Back

NAMA thrives on the active participation of its members. It’s not just about attending events; it’s about stepping up and serving the community.

Every convenience services operator has the opportunity to lead from where they are. Share insights, mentor others, and contribute to the association’s initiatives. By actively participating and taking on leadership roles within NAMA, members can shape the future of the industry. This collective engagement enhances NAMA’s ability to advocate for its members, develop impactful programs, and foster a thriving community that benefits everyone.

Keep Leading the Way

I truly appreciate all the busy operators who are dedicated members of NAMA. Thank you for your hard work and your commitment to excellence. These tips are not just theories—they’re practices that I’ve lived by throughout my career. I hope they inspire everyone to lead in their own way, whether that’s by mentoring a colleague, investing in their community, or simply taking a moment to reflect on lessons learned.

Remember that every act of leadership—big or small—helps build a stronger, more connected community. Let’s continue leading with service and building an industry we’re all proud to be part of.