What makes a happy customer?

Phenomenon (def.):Phe*nom"e*non, A recent even that has some relevance for the present.

Current Conditions• Hectic lifestyles• Economic downturn• Heightened need for security• Increased awareness of Health• Global connections• Community connections

any additions come to mind???

Maslow’s Hierarchy of Needs

When one looks to Maslow’s Hierarchy of Needs:

PHYSIOLOGICAL: Health, food, sleep

SAFETY: Shelter, removal from danger

SOCIAL: Love, affection, being a part of groups

ESTEEM: Self-esteem or esteem from others

SELF ACTUALIZATION: Achieving individual potential

Theory Intangibles support the tangible. The Phenomenal rise of QuikTrip

Mission Statement:"To be the best gasoline, convenience, and food retailer in the eyes of our customers, our competitors, and our employees."

Tamara #745 Briarcliff Rd.Atlanta7am-9am

Elyse#728 Lawrenceville Hwy Tucker 11am -1pm

QuikTrip Site Visits

John#744Sydney MarcusAtlanta 5pm-7pm

Shelly#806Lower RoswellMarietta12mid-2am

QuikTrip Site Visits

SatisfactionServiceSafety

The Quik Trip Phenomenon of success is…

Satisfaction

The Quik Trip Phenomenon of…

Satisfaction

The (5) “C’s”

Satisfaction

One interviewed customer, “Jerry”, a construction worker from Acworth, Georgia said “I stop here for coffee…they have a nice selection and the coffee always tastes fresh…their prices are good and the coffee counter and areas are always wiped down, clean and free of spilled sugar and condiments”.

Choices……...drinks and coffee

“Gregg”, a delivery driver, said “I come here for the coffee…it keeps me going…lots of choices and cheaper than Starbucks. I stop on my way to work and again on my way home for a pick me up at the end of the day.”

Satisfaction

Choices………food and goodies

A customer getting a hot dog, “Terry” said “It’s all the choices…look at all these condiments!”

“James”, a salesman from downtown Atlanta, said “I like the healthy choices. (Pointing to the bananas)…Bananas! And the coffee…they have a good selection, are a good option to Starbucks…and cheaper than Starbucks!

Satisfaction

Convenience………well stocked and plentiful“Susie”, who works in a nearby retail store, says “they’re close, convenient, and always open...anytime!

“Jan”, a 23 year old new mother, said “I’m a new mom…I stop here for milk all the time.. especially on my way home or late at night, whenever I run out!“

“Sam”, a salesman, said “It’s a fast, easy ‘in-and-out’, reasonably priced, they have just about anything you could want…except maybe clothes…oh, they have hats! And sunglasses!”

“Tommy”, an office worker, said “I stop here for cigarettes. I’m here for to buy two cartons…one for me and one for my wife…I smoke a lot…so we go through a lot of cigarettes and if you run out…they’re always open…24/7!

Satisfaction

Competitive Prices………gas, drinks, foods, etc.One customer “Peg”, a dental assistant, said “the gas is better priced than a lot of places…I started coming here during the gas crisis last summer.”

Another customer “John”, a white collar worker, said “everything is pretty well competitively priced…where else can you buy such a large soda for under a dollar?”

Satisfaction

Community………..good customer relations“Jay Fuston”, the store manager, said “It’s about building good customer relations, knowing the regulars, being friendly, clean and providing for customers’ needs. I listen to their feedback and convey it to management.”

An interviewed store clerk employee, “Tyeisha”, said “I enjoy working here because of the high volume and friendly customers. I recognize many of them, they know the store and they know what to expect. I’ve worked in several of the stores…they all have the same layout, the same product lines and offerings, so I know my job no matter what store I’m working in…consistency and uniformity is what makes that possible”.

Satisfaction

Consistency……design, wayfinding, products, etc.

Consistent Humor!

Take a Guess…How many different types of coffee

does QT offer their customer?

Service

The Quick Trip Phenomenon of…

Customer Service

The (3) “R’s”

Recognition……logo, design, continuity, etc.“People don’t have a hard time navigating because all the stores are the same.” – Store Manager

“I’m not sure why or what, but there’s just something about it that makes it a nice place to come.” - Male Customer

Customer Service

Reliability……...24/7, well stocked, dependable “We will go out of our way to use this as a meeting point because of the large parking lot. QT has gallons of water and bags of ice. I’m partial to the hot dogs.” - Contractor

“(QT is) the best company to work for – I LOVE my job!”- 23yr old female employee

Customer Service

Reputation………Quick Check-Out

Customer Service

Customer Service

Take a Guess….How many QT locations are in the

Metro Atlanta Area?

Safety

The Quick Trip Phenomenon of…

Customer Service

Layout, Lighting, Surveillance, Cleanliness &

“Safe Place”

Safety

Layout……… “The Point”

Safety

Lighting……… Exterior and Interior

When asked while pumping gas late on a Friday night if she felt safe, one middle aged woman cocked her head and said “of course!”.

Safety

Surveillance…Cameras, Training, Alarms

Safety

Cleanliness…Food Service Areas, RR’s, Pumps

One QT manager proudly stated “we don’t do cob webs”.

“Safe Place”

In customer interviews, one male customer stated that he frequents QT because “it is a safe place for my wife to come and I want to support their business”.

In 1991 QT teamed up with Safe Place, an organization that’s goal is to get runaway and trouble youths off the street. All QT employees are trained to get the youth something to eat and drink while contacting a volunteer who will take the youth the get help they need.

Safety

Take a Guess….How many flavors of Freezonies

does QuikTrip offer?

The wrap…

Maslow’s Hierarchy of Needs

When one looks to Maslow’s Hierarchy of Needs, it is possible to attach a feature of QT to the 4 levels:

PHYSIOLOGICAL: Provides food, water, shelter, rest.

SAFETY: Bright lights, visibility from the staff through large upper-façade windows, security cameras for staff viewing of multiple areas at once (interior and exterior).

SOCIAL: Personal and friendly customer service, knowing customer by name.

ESTEEM: feeling of “I have what I need: gas, coffee, food, restrooms, cash, hopefully a winning lottery number, and a smile from the staff…my day is good, I can achieve great things!” An enjoyable, easy experience lead to a positive energy, leads to more confidence, leads to better attitude towards others and tasks of the day to be accomplished.

SELF-ACTUALIZATION: Customer goes through the day thinking “Life is good!”

The Quick Trip Phenomenon of success is…

Not merely based on the built environment, but rather on the intangibles which support the built environment...

SatisfactionServiceSafety

The Quick Trip Phenomenon of success is…

Satisfac-tion

Consistenc

y

Convenienc

e

Customer Service

Lighting

VisibilitySafety

Layout

Way

finding

The Quick Trip Phenomenon of success is…

“Interior design includes a scope of services performed by a professional design practitioner…to protect and enhance the life, health, safety and

welfare of the public.”

Final Project – The QT PhenomenonINDS 706-A01 ID Theory and Criticism

Prof. Sam CribbsNov. 16 2009John Gaul, Shelly Hughes, Elyse Robinson, Tamara K. Van Tuyl