I’ve found myself going out of the way to visit QuickTrip. I will pass several closer gas station/convenience stores if I know a QT is near. They’ve earned my business; I trust them. Why?
1. I like the way they greet me. They don’t know me by name, but I always get a boisterous hello.
2. I know what to expect. Every QT is laid out nearly identically. I always know where to find a Diet Coke or a quart of oil.
3. They value what I value. Specifically, they value my time and money. They’re not always the cheapest gas, but they’re really close. I’ll pay a couple extra cents just for the other benefits. I can also take care of business quickly. The checkout process is amazingly swift. The questions they ask me are defined and predictable–no uncomfortable conversations.
4. I get quality. I’ve never had a problem with the fuel; the fountain drinks are working 99% of the time; their packaged items are fresh; even their in-store snack items are good.
5. The transaction ends well. I’m always told to have a good day, or “go get ’em tiger!” They end the transaction confidently and encouragingly. Sometimes I want to pay a visit just for the upbeat word.
As I think about these five reasons I like going to QT, I find some impressive trust and leadership principles by which they operate.
I wonder what would happen to your leadership if you insisted on making sure everyone received a solid hello. What levels would your trust factor reach if people knew what to expect with you–no unannounced surprises? How much would people be willing to follow you if you started asking questions about what they value and then model your structures around common beliefs? What kind of traction would you receive from people if every transaction–whether business or relational–ended well?
If you have a QT in your area, pay attention to how you are treated the next time you are there. They can help you become a better leader.
What other leadership lessons have you learned by simply being a customer?