There is a gas station in my town – you know – with a food store like they all have. But this food store has a real deli and a few stools to sit at. This is a photo of it. I went in recently and here is what I observed –
1) Physical space counts – the place is newly built and really nice inside. It’s welcoming and perfectly clean – even the bathrooms.
2) Highlight your product and activate reciprocation – on a table they had free samples of a great chicken sandwich. I ate one and ordered three specialty breakfast sandwiches. I got a coffee and waited for them.
3) Communication – The manager had a sit-down meeting with an employee telling her what was going on and reviewing things for five minutes or more. (Remember – this is at a gas station store.) I looked around – the employees were not seasoned professionals – but the manager was getting great performance out of everyone and they were working as a team.
4) While I waited I noticed a sign for the smoothie special. A guy comes around the counter with a tray with a dozen free samples of said smoothie. I took one and loved it. I thought – “Hmmmm, I’ll have to stop here for a smoothie someday.” Then I noticed the whole smoothie menu. The guy offered them to everyone who walked in.
5) While I was drinking the little smoothie sample, the manager got her phone out and took a picture of me sampling the smoothie with the guy who gave it to me for social media. I posed with a thumbs up. (It’s a gas station!)
6) Everyone was in clean uniforms.
7) The cashiers were polite and were glad I came in. They hire for personality.
As I drove out of the neat clean parking lot, the buzz of customers in and out continued.
It’s not that complicated, is it?
Customer experience is everything, no matter what business you are in. When you do it right, customers can’t wait to share the story of their experience with others.
Neat, clean, polite, teamwork, free samples of quality products plus winning manager should spell success! Hope the “secret” gets out!!
This as always is a great post and a reminder that WOW service counts! I stopped at that same gas station the last time I went to CN, just to purchase gas and experienced the same outstanding customer service. I don’t usually think too much about gas stations, but I know next time I’m in your neck of the woods, I will definitely stop there.
And thank you so much for the call out. I appreciate YOU Larry and this entire network every, single day. I don’t know how I got so lucky to find such a great place to work. You’ve made my day!
Gas stations with dirty convenience stores are so 1980’s. I won’t bother with any dirty stores, including gas stations. It’s not that complicated. Have a great weekend, Larry! Braaap!
Yes, this is called a system for success 🙌
I love their model. I can’t wait to try it the next time I’m in town.
I’ve go to same store and you’re spot on
ALL the employees are overly friendly every time and this isn’t by accident it’s been the same for several years .
The bar is set very low in todays world just being friendly polite and courteous sets you head and shoulders above the rest.
Great message as always. Thankful for you Larry!
And yes… it really is that simple.