What Every Small Business Could Learn from QuikTrip (QT)
How You Make Your Customers “Feel” is Critical to Your Brand
In today’s episode: We discuss why I feel that QuikTrip is an excellent example of how a business should make its customers feel. How you can stand out from your competitors from learning what QuikTrip does better than any other gas stations convenience store.
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Episode 71: What Every Small Business Could Learn from QuikTrip (QT)
Welcome back to the Local Small Business Coach Podcast. I am your coach, Tammy Adams.
Today we are going to take a look at how you can stand out from your competitors by learning from QuikTrip
What Every Small Business Could Learn from QT (QuikTrip)
Hey everyone, do you have a business that you will go out of your way to visit? That your passion for how they treat you, the service that you get, the experience that you have is so strong that you claim it as one of your top places to shop or visit?
I think we all have 2 or 3 places that might fit the bill. Maybe even one popped in your head immediately. For me, QT or Quik Trip is by far my favorite place to go for great customer service. I will drive out of my way to go to a QuikTrip.
Now, some of you are probably wondering what the heck is a QuikTrip? Well a QuikTrip is a gas station convenience store. And even if you have never been to one, I think after I share why I love them, you will understand what you are missing.
If you want to learn from a national brand company that has figured out how to create a brand in the local community that stands for great customer service and an overall great shopping experience, then head to your local QT if you have one.
YOU & YOUR COMPETITORS
Now, before we go on, I want you to think of your small business. Now quickly think of all those in the same business as you… go ahead, I’ll wait… 🙂 What makes you and your small business stand out over these others? Odds are you all do the same basic things. The single biggest differentiator you can create is how your clients / customers feel after using you and your business.
Take QuikTrip, on the surface, they are just another gas station that happens to sell coke, candy, beer, chips and gas. There are businesses like this on every corner. So, what makes a person like myself go out of my way to pass multiple gas stations only to track down a QT? Three reasons…Great Service, Clean Bathrooms and Consistency from Store to Store.
You see, QuikTrip has learned the secret sauce, if you will, of standing out among the masses. When you walk into a QT you are 99% of the time greeted with a hello by the cashiers no matter how crazy busy they are. They have plenty of help roaming around and each employee in the aisles also greet and smile at you. The stores are clean and usually there is at least one of the employees running around with the giant floor cleaner or one power washing the front of the store.
They also resolve any issues quickly and friendly. For example, yesterday I was there and someone hooked up the wrong drink to the one I was wanting. The employee came over, apologized and resolved it right away. Thanked me and even offered to give me my drink for free due to having to wait. Even when I declined they insisted it was their mistake and valued me bringing it to their attention. Sure they see me all the time but I know in my heart, any customer would have gotten the same treatment.
So, what does QuikTrip have to do with you and your local small business?
When your community or past customers think of you… what comes to mind? Do they think of your great service and quality of work? Would they be willing to pass other businesses just to use yours? Would they be willing to wait for your schedule to work them in since they love you and your business?
Take it deeper. If you have employees, are all your employees on the same page? Do they always hustle and keep service their #1 priority? Are they happy to see your customers? If you own multiple locations or crews, are they all on the same level? Could a customer go to or use any of your employees with the same results?
ITS NOT ABOUT BEING PERFECT BUT CONSISTANT
QuikTrip isn’t perfect. I have run into a location once in a blue moon that doesn’t meet the expectations. But almost always it can be traced back to the leader (make that manager as a leader wouldn’t have these problems) of that location. A manager who by the way doesn’t last long once it comes to light. QT moves quickly to address this, knowing their brand is dependent on that location being part of the larger goal of consistency.
I do not work for QuikTrip nor have I ever. I have no one in my life associated with them. I just know that I use them as an example of what great customer service and consistency in a location or multiple locations look like.
If you haven’t been to a QuikTrip I highly encourage you to do so.
I want each of you to take a step back and seriously evaluate your small business. Are you providing this same level to your customers / clients? If you have a brick and mortar business, does it meet the same cleanliness standard? Are your employees happy to be there and excited to help your folks when you aren’t around?
How do you and your small business make your customers / clients “feel”?
It all starts with you. You as the leader will set the tone for your business and what your expectations are. If you can’t say you have a great reputation in your community, then take a step back to identify why and what you need to do to change it. What will you do to rank as high as QT in your community?
It isn’t too late. You can always start now.
Before we go…I have a question for you…
Who in your local community do you find yourself telling everyone about? What local small businesses do you tell everyone they need to use? Why do you brag about them? Finally…How will you become one of them?
I challenge each small business owner to learn from QuikTrip on how to stand out from the competition. How will you build a brand around awesome customer service and a consistent product? Start now. Take a hard look and put into place the steps necessary to create a brand you can be proud of!
And as we wrap up this episode I want you to know, that I realize being a local small business owner can be a lonely gig at times. But you don’t have to do it alone. Just know, I’m always here for you.
By the way, If you like what we are taking about, then make sure to subscribe to the podcast so you don’t miss an episode, if you love the podcast and what we are talking about, then please leave a 5 star review so other local small business owners know this is a podcast that they can’t miss.
And don’t forget to visit the website at LocalSmallBusinessCoach.com to leave your question for me to possibly answer on the podcast in the future. You can leave it via the Speakpipe button or just shoot me an email.
Meanwhile, I wish you the best in your business and remember: Great Customer Service, coupled with Great business practices will set you on the path to Great Profits!
Bye for now…..
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Today's episode, as well as all of our episodes, is brought to you by trainingforlocalsmallbusinessowners.com. Where we provide free tips, tools and resources for your local small business. So whether you are just starting out or you've been in business for a while and want to learn more ways to increase your profit, boost your sales, improve your processes and develop stronger teams then head on over once again to trainingforlocalsmallbusinessowners.com..
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See you on the next episode!
Two Great Books to Help You With Your Small Business:
Highly Recommend all Local Small Business Owners Read the eMyth by Micheal Gerber. You will learn some critical things about running your business.
The second book is one I wrote based off a popular example I always use when folks are trying to understand their role as a leader with their people. Check it out.