ATLANTA -- Technology is just one way convenience stores have found to give customers what they want. And at Quick Chek, they don't even need to ask. The company's Fast Lane Self Checkout enhances customer service and allows cashiers to focus on the customer, rather than the SKUs they are purchasing. "They are standing behind the counter, welcoming and establishing eye contact," Maria Fidelibus, the company's vice president of technology, said during the NACS Ideas 2 Go video presentation at the NACS Show in Atlanta last week.
"The way it's designed, they can actually [image-nocss] lean and see every screen without having to come from behind the counter--so they're really assisting the customer with any issue that they may have," she said.
Innovation is just one reason the Whitehouse Station, N.J.-based chain's CEO Dean Durling was honored as CSP Retail Leader of the Year during the show (see story in this issue of CSP Daily News, andclick here to view a CSPTV feature on Durling).
Other retailers in the United States and Canada also shared some ideas that make them unique:
Think like your customers. At the Calgary, Alberta-based Calgary Co-Op, it's easy to think like customers, because the company is partially owned by them. A dollar gets one share, and the company's 400,000 members actually have received checks of $200 to $300 at year's end in some instances. Offerings include propane by the pound, full-service gasoline and fresh sushi.
In designing his Elmhurst, Ill.-based Power Market store, Sam Odeh knew that vendors stocking the stores could cause unappealing congestion. A door leads vendors through the back and even directly into the cooler--without customers even knowing they were there. To fully understand his customers, Odeh also has an observation area, which overlooks the store. In addition to assisting with training supervision, it allows management to observe consumer behavior and make appropriate changes based on that behavior.
At Johnny Junxions in Bedford, Ind., Steve Jones, owner of the '50s-themed location, put in a canopy that allowed customers to go from the pumps to the store without dealing with inclement weather--despite corporate's wishes for the BP-branded site.
And at a Shell station in Hinsdale, Ill., customers can see sandwich prices on the site's Hinsdeli meat and cheese offerings, rather than a price per pound. The store also features aisle numbers to help clerks more easily direct customers to the products they seek.
Distinctive foodservice. At the Chef Point Cafe in Wautaga, Texas, Franson and Paula Nwaeze serve up unique dishes, such as oxtails--and the customers keep coming. A two-hour wait is not uncommon for chef Franson's delicacies, and the place has become a true destination--with 90% of customers coming from at least 10 miles away.
Odeh's Power Market features an olive buffet, with a variety of different gourmet olives.
And at the Tiger Farms Market in Burleson, Texas, owner Ali Sharaf hopes that his produce and other organic offerings mean you see a "unique health food store that happens to sell gasoline." (Watch the Youtube vide, or click here.)
Why wait? At Temple, Texas-based Strassburger Enterprises Inc., the key to maximizing cash flow is modular building. The company can then get to market faster--often building stores before the actual closing date on a piece of property. The company is even currently looking at ways to include equipment and furnishings and "shrink wrap" the facilities, so they can be dropped in as complete stores.
Don't forget Fido. At Alberta, Canada-based Gas King Oil Co. Ltd., the company has even installed "hound hitches" to allow customers to secure man's best friend while they stop in.
And at the Hinsdale Shell, aside from serving sandwiches, they serve up Cost Less Pet Treats. In addition to offering competitive pricing, the treats are a convenience for customers filling up who happen to have their pet in the car. John Archer co-owner of the location, said, "People come in and see this, they have dogs in the car, and they want something they can grab... So this has worked really well for us."
For 2010, featured Ideas 2 Go companies were: Calgary Co-op. Chef Point Cafe. Gas King Oil Co. Ltd (dba GasKing). Hinsdale Shell Food Mart. Johnny Junxions. K&N Management (dba Rudy's Country Store& Bar-B-Q). Mac's Convenience Stores Inc. (dba Mac's). Quick Chek Corp. Power Mart Corp. (dba Power Market). Strasburger Enterprises Inc. (dba Quix). Victron Energy Inc. (dba Tiger Farms Market, Texas Best Smokehouse, WashMasters).
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