Presidents Dacus and Akutsu Hit the Front Lines: Leading from the Ground Up
"To drive transformation, the answers are on the front lines."
With this shared belief, President Akutsu of Seven-Eleven Japan and President Dacus of Seven & i Holdings visited franchise stores in Tokyo. This visit offered both leaders valuable insights through direct conversations with store owners and staff.
Why This Store Visit Matters
Numbers alone don't tell the full story. What challenges do store owners face? How do they overcome them? This visit marked the first step in building stronger dialogue between management and the field—an essential move for future innovation.
Both presidents agree:
"Stores are our closest connection to customers. Listening to those on the front lines helps us improve service and unlock new opportunities."
To truly understand how headquarters can better support franchisees, there's no substitute for being on-site and listening firsthand.
During the visit, President Dacus, guided by President Akutsu, toured a high-performing Tokyo store known for its strong operations. They were immediately struck by its energy, excellent customer service, and well-thought-out product selection.
Observing and conversing on the sales floor
President Dacus
This store offers a high level of service and product selection. What kind of practices are in place to maintain this standard?
Owner
We adjust our training programs based on store conditions. I focus on building a shared mindset and ensuring that both managers and employees gain the right experience.
Since I operate multiple stores, I work to maintain consistency in product selection and customer service across all locations. I also make it a point to personally visit each store every week to check in.
President Akutsu
He's also highly supportive of fellow franchisees, regularly sharing best practices in regional study groups. Seeing how he and his store staff embrace new ideas and consistently achieve strong results, I'm committed to strengthening headquarters' support so that more franchisees can succeed with the same level of autonomy.
Staff enthusiastically recommended the melon bread from "Seven Café Bakery" at the register.
President Dacus
Amazing! I am very impressed by how clearly you showcase flagship items, like Seven Café Bakery. The coordinated product preparation, signage, and customer engagement truly communicate its appeal.
A Shared Vision Between Leadership and Franchisees
After the store tour, the group moved to the back office for a deeper conversation. The owner shared feedback on Seven Café Bakery, 7NOW, staff work styles, and customer trends.
When President Dacus asked if he had any requests for headquarters, the owner responded, "The more product and service options we have, the more we can try new things. I hope headquarters continues to offer items that truly excite our customers."
President Akutsu agreed, emphasizing that each headquarters staff member must take on challenges to truly support the stores. "Headquarters and franchise stores should both act independently while exchanging ideas and driving each other forward," he added.
President Dacus concluded, "What matters most is how well we support franchisees who are dedicated to serving customers. We must also adapt our business model to keep pace with a changing society."
The Future Is in Your Hands
This visit was a powerful reminder that real change begins on the front lines. The key to a successful store lies in staying close to customers—day in and day out.
The messages shared by both presidents were meant for every employee of Seven-Eleven Japan:
"When headquarters proposes new products and services, and franchisees bring them to life, feedback from the field helps make things even better. By working independently and supporting each other, we can create real change."
Now is the time to stop thinking of new challenges as someone else's job. Take ownership.
Start meaningful conversations with franchise owners.
Every task you take on helps bring more smiles to our customers.
The future of 7-Eleven is in your hands.
