Sei sulla pagina 1di 72
 
THE NATSO SHOW 2015 OFFICIAL SHOW GUIDE AND BUYER’S GUIDE
FEB. 16–19 • LAS VEGAS
WWW.NATSO.COM JANUARY/FEBRUARY 2015
 THE MEMBER MAGAZINE OF NATSO, REPRESENTING THE TRUCKSTOP AND TRAVEL PLAZA INDUSTRY
 !"# 
 
GREAT IDEAS
 
$%%&# 
LEARN
GREAT IDEAS FROM WAWA
GATHER
 
GREAT IDEAS IN SUGGESTIVE SELLING
HEAR
FROM INDEPENDENT OPERATORS ON THEIR RECENT GREAT IDEAS
TOUR
A CALIFORNIA LOCATION FULL OF GREAT IDEAS
 
Join us as we tell the stories of the men and women who move America in “Behind the Wheel”—a new documentary series from Mobil Delvac. To watch the videos and learn more visit
youtube.com/mobildelvac
Character driven
Cg© 2EMCpoAgsMaMDvatmosemoEMCpoooossdae
BEHIND THE WHEEL
 
Great Ideas from Abroad
G
reat ideas being the theme of this edition of
StopWatch
 provides an excellent opportunity for those that attended this year’s international study tour to share the
GREAT IDEAS
 they took away from that visit. In the fall, several of my fellow op-erators and I took part in NATSO’s In-ternational Study Tour, visiting Chile, touring facilities and meeting with executives from Copec, one of Chile’s most successful companies. Copec has maintained a 50 percent fuel market share in Chile over the past two de-cades, despite formidable competitors including Shell, PetroBras and others. Copec attributes a huge part of that success to putting employees first. As their executives often said through-out our visit, “Copec’s first customers are our employees,” which was evident  when observing employees’ facial ex-pressions, body language and genuine enthusiasm when greeted by these same executives during store visits.  All of us were struck by Copec’s opera-tions. Jeff Murphy, founder of tmg, which presented the tour along with NATSO, summed it up best when he said, “Copec has innovation in their DNA.” Copec’s executive team is committed to creating differentiation and value through their customer-focused initiatives. From their high-tech fuel dispensers that can accept pesos to their ‘pago click’ mobile  wallet, the company has sought out solu-tions that can benefit their customers and their operations. During the tour, Bob-by Berkstresser, owner of White’s Travel Center and Lee Hi Travel Plaza, noted that just over 40 percent of Copec’s cus-tomers use the app and only 7 percent of Copec’s sales come from credit cards. Moreover, the company works to make itself a destination location. The landscaping, flowers and greenery at lo-cations stand out. They’ve also imple-mented nice play areas for children. “It is not just an old steel swing set out there. It has rubber matting with seat-ing. It sets the right tone that we want for our stores,” said Chris Heinz, di-rector of finance & operations, Coffee Cup Travel Plazas. Copec stresses the importance of no-ticing every detail, especially the clean-liness of their restrooms. The stores are already innovative and well groomed, but the company is always looking for  ways to improve. Copec seeks out feed-back from consumers in real time via their mobile app loyalty programs and bathroom feedback kiosks. The company prides itself on knowing its customer and, based on its knowl-edge, it has cut down the number of SKUs it carries. The average Copec store has 1,800 SKUs, which is interesting  when you consider our average store has between 6,000 and 8,000 SKUs. They
TOM HEINZ
CHAIRMAN OF THE BOARD 
CHAIRMAN’S LETTER
 
www.natso.com
3

Premia la tua curiosità

Tutto ciò che desideri leggere.
Sempre. Ovunque. Su qualsiasi dispositivo.
Nessun impegno. Annulla in qualsiasi momento.
576648e32a3d8b82ca71961b7a986505