Because of what I do for a living, I am constantly looking for organizations that “have it figured out” and try to glean wisdom from what they do and how they do it.
My approach is to “experience” an organization many times and look for consistency in practice and excellence in performance.
I am not necessarily a fan of convenience stores but there is one that I have experienced that sets the standard.
QuickTrip (QT) is a gas station and convenience store seen primarily in larger Midwest city markets.
This organization is known for being a great place to work and has been recognized for such.
85% of employees at QT say it is a great place to work because of the people, benefits, and management practices.
It breaks all the rules for how convenience stores operate and offer the customer an experience that is both positive and memorable.
I don’t know what the training looks like at QuickTrip but I can guess a little bit because anytime I visit a QT, I experience the same thing.
These are some things I see almost every time I visit one of their stores.
Anyone who frequents convenience stores realizes the challenge there is to keeping them clean.
From spilled drinks to blowing trash to leaky vehicles, the nature of the business presents many challenges to keeping a clean facility.
When I frequent a QT, I see employees constantly cleaning the glass doors, mopping the floor, and wiping down the drink counters.
Then you walk outside and they are power-washing the sidewalk and parking spots, emptying trash and picking up debris from the grounds.
It is very evident that the employees take ownership for cleanliness.
2. Service Speed
One thing I really love about QT is how speed of service is an obvious priority for employees.
If you just watch, when you see more than one person approach the checkout counter you will see employees literally run from the back of the store or put the mop down to serve the customer.
They also have the process down to a science where they are able to ring two people out at one time.
The employees are truly amazing, especially if you compare them to other similar businesses that often make you feel more like an annoying interruption than a valued customer.
3. Invitation to Return
One of my favorite things that QT employees do, is thank the customer and offer an invitation to return.
They do this by saying what I’m sure is a scripted, yet very effective three words, – “See ya later”!
Brilliant in my mind. This does a couple of things; it communicates the value of the customer, the relationship the organization has with the customer and verbally implies that the customer will return.
I have no doubt that there is a significant subconscious response to this kind of casual interaction with customers.
It is evident that this organization invests in employee training.
It is rare to see such consistent employee behaviors with a complete customer focus.
The employees live company priorities by recognizing that quick service, a clean facility, and making the customer feel valued is what pleases customers.
Let me finish by saying I don’t personally know anyone who works for this organization nor am I being paid to make these observations.
I just believe kudos should go out to organizations that have it figured out.
What can your organization learn from QT?