QT\'s success thrives by looking out for it\'s customers first - it\'s all in the design.

1. What makes
a happy customer?

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

3. Current Conditions
• Hectic lifestyles
• Economic downturn
• Heightened need for security
• Increased awareness of Health
• Global connections
• Community connections
any additions come to mind???

4. 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

5. Theory
Intangibles support the tangible.
The Phenomenal rise of QuikTrip

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

7. Tamara
#745
Briarcliff Rd.
Atlanta
7am-9am
Elyse
#728
Lawrenceville Hwy
Tucker
11am -1pm
QuikTrip Site Visits

8. John
#744
Sydney Marcus
Atlanta
5pm-7pm
Shelly
#806
Lower Roswell
Marietta
12mid-2am
QuikTrip Site Visits

10. The Quik Trip Phenomenon of success is…
Satisfaction
Service
Safety

11. The Quik Trip Phenomenon of…
Satisfaction

12. The (5) “C’s”
Satisfaction

13. Choices……...drinks and coffee
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”.
“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

14. 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

15. 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

16. 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

17. 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

18. Consistency……design, wayfinding, products, etc.
Consistent Humor!
Satisfaction

19. Take a Guess…
How many different types of coffee
does QT offer their customer?

20. The Quick Trip Phenomenon of…
Service

21. The (3) “R’s”
Customer Service

22. 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

23. 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

24. Reputation………Quick Check-Out
Customer Service

25. Take a Guess….
How many QT locations are in the
Metro Atlanta Area?
Customer Service

26. The Quick Trip Phenomenon of…
Safety

27. Layout, Lighting,
Surveillance, Cleanliness &
“Safe Place”
Customer Service

28. Layout……… “The Point”
Safety

29. 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

30. Surveillance…Cameras, Training, Alarms
Safety

31. Cleanliness…Food Service Areas, RR’s, Pumps
One QT manager
proudly stated “we
don’t do cob webs”.
Safety

32. “Safe Place”
In customer
interviews, one male
customer stated that
In 1991 QT teamed up with Safe Place, an he frequents QT
organization that’s goal is to get runaway because “it is a safe
and trouble youths off the street. All QT place for my wife to
employees are trained to get the youth come and I want to
something to eat and drink while support their
contacting a volunteer who will take the business”.
youth the get help they need.
Safety

33. Take a Guess….
How many flavors of Freezonies
does QuikTrip offer?

34. The wrap…

35. 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!”

36. The Quick Trip Phenomenon of success is…

37. The Quick Trip Phenomenon of success is…
Not merely based on Satisfac-
tion
the built environment,
but rather on the
intangibles which Way
findin
Consi
stenc
y
support the built g
environment...
Layou Conve
Satisfaction t nienc
e
Service
Custome
Safety Safety Visibilit
y
Lightin
g r Service

38. The Quick Trip Phenomenon of success is…

39. “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.”

40. Final Project – The QT Phenomenon
INDS 706-A01 ID Theory and Criticism
Prof. Sam Cribbs Nov. 16 2009
John Gaul, Shelly Hughes, Elyse Robinson, Tamara K. Van Tuyl