Podcast: How clean is your station?
Published on: Jun 30, 2023
In this podcast about the customer experience, operational standards and cleanliness we talk to Eni Austria, Murphy USA and CAF Outdoor Cleaning. The leading retailers and supplier provide knowledgeable insights and specific examples of how to maintain high operational standards and improve the customer experience at forecourts and convenience stores. What makes a customer give one star instead of five stars? How do you improve the user experience?
Armin Springer is Head of Retail at Eni Austria. After a long career in the Italian energy company, he currently manages the service station division in Austria. Together with his team, the self-confessed Italy lover is committed to remaining the No. 1 service station brand in Austria, where they have a network of 326 service stations.
"Cleanliness was always a big topic for us. The pandemic just made it more visible. Customers expect a certain standard and a clean shop is one of them, specially in the gastro area. Eni Austria implements the highest hygiene standards"
"If you want to make sure the customer gets the same shop and food experience across all service stations you need to have standards in place. That happens with efficient staffing, high hygiene protocols and constant monitoring. The direct relation between cleanliness and turnover must be made very clear to dealers."
John Ross is the Senior Manager of Sales & Operations Planning & Portfolio Management for Murphy USA. He has served in many capacities over his 14-year tenure with the company, including leading customer service and new store opening execution. Murphy USA is one of the largest independent retailers of gasoline products and convenience store merchandise with more than 1,700 locations in 27 states.
"When you think about customer loyalty and what makes them come back, it's a clean, fast, friendly experience that is consistent. Shinier coins get picked up from the ground more than old ones. Appearance, hygiene, cleanliness - all these factors influence the customer store experience"
"The reality is that new store luster fades over time. Without implementing regimented programs from day one, new stores are destined to lose their bright and shiny appearance - statistically in less than a year. That's why they require upkeep and periodic refreshes. Customers place a high value on clean."
In his current role as Executive Vice President of Sales for CAF Outdoor Cleaning, Mike Zahajko works closely with over 50 of the top 100 largest c-store retailers and grocery stores in the U.S and now across Europe. CAF is the industry leader in supplying cleaning products to support stores to differentiate with clean, grow sales and improve profitability.
"Standards in the U.S. have risen over the years. It's really changed. There are retail operators out there that set a high bar, and get more customers and market share for that."
"It's not just a fueling spot. If customers are only coming in for fuel and cigarettes, it's a different experience to someone coming for groceries - the expectations are far higher. We've seen that change happen globally."
