C O M
J U LY/AU G U ST 2 014
SERVING THOSE
WHO SERVE
Operators Slice and Dice
Business Data
How Operators Get the
Best Price on Fuel
Meet Chairmans
Circle Members
Independent Operators
Share Successes
WWW.NATSO.COM
JULY/AUGUST 2014
THE MEMBER MAGAZINE OF NATSO, REPRESENTING THE TRUCKSTOP AND TRAVEL PLAZA INDUSTRY
C OVE R STO RY
14 Serving Those
Who Serve
The Sacramento 49er Travel Plaza
Goes Above and Beyond for
Members of the Military
FEATU R E S
08
INDEPENDENT
OPERATORS SHARE
SUCCESSES DURING THE
NATSO SHOW
12
Chairman
Tom Heinz
Editor
Amy Toner
Associate Editor
Mindy Long
16
21
OPERATORS SLICE
AND DICE DATA FOR
BUSINESS INSIGHTS
D E PARTM E NTS
04
Chairman's Letter
INSPIRE EMPLOYEES
WITH THE SIX MAJOR
THEORIES OF MOTIVATION
MULTIPLE MARKETS
AND SUPPLIERS HELP
OPERATORS GET THE
BEST PRICE ON FUEL
20
Fuel Up on
NATSO Benefits
BIZ BRIEF
06
Great Ideas!
FIVE TIPS FOR
BUILDING AN EFFECTIVE
BULK DISPLAY
FOUR WAYS TO BE A MORE
PRODUCTIVE LEADER AT
YOUR TRUCKSTOP
24
Member Profile
SAPP BROS. ADDS
NATURAL GAS
26
Operator 2 Operator
WHAT IS YOUR FAVORITE
BUSINESS BOOK?
CHAIRMANS LETTER
A
TOM HEINZ
CHAIRMAN OF THE BOARD
s employers, we strive to have happy employees and reduce our turnover rate. Yet,
many of us fail to thoroughly analyze our compensation packages on a regular basis.
Even if were lucky enough to have turnover rates below the industry average, I think
there is always room to improve. Individualizing our compensation packages may be one
of the best ways to retain and motivate employees. I encourage my fellow operators to look
at the number of motivational theories in industrial psychology and think about how in
depth we as employers link these theories to investment in our team members. Take a look
at the six major theories of motivation and ask yourself if youre focusing on them to provide
maximum benefits for your team members and companies.
1
EQUITY THEORY
JOHN ADAMS
ADVICE TO MANAGERS:
Address employee motivation and
dissatisfaction as separate issues.
Redesign work and jobs to build
in motivation
THEORY SUMMARY:
People compare themselves
with their peers to see if they
are being treated equitably
and adjust their own
efforts accordingly
ADVICE TO MANAGERS:
Make certain that all employees
are treated fairly. Address issues
of inequality immediately
July/August 2014
Are we motivating
members
on all five levels
Are we mitigating team
of need?
members dissatisfaction in
things, such as policies, red
tape and working conditions?
3
HIERARCHY OF NEEDS
ABRAHAM MASLOW
2
TWO FACTOR THEORY
FREDERICK HERZBERG
THEORY SUMMARY:
People are motivated by things
like achievement, recognition,
meaningful work, responsibility
and growth. People are dissatisfied by things like policies,
especially "red tape" and
working conditions
THEORY SUMMARY:
People are motivated by
five levels of needs: (1)
physical, (2) safety, (3)
social, (4) esteem and (5)
self-actualization. As lower level
needs are met, those at higher
levels become more important
ADVICE TO MANAGERS:
Address employee motivation
and dissatisfaction as separate
issues. Redesign work and jobs
to build in motivation
ADVICE TO MANAGERS:
Address employee motivation
and dissatisfaction as separate
issues. Redesign work and jobs
to build in motivation
CHAIRMANS LETTER
Unfortunately, after asking these questions within our company, we plead guilty to
answering no to some. How does your company answer them?
Regards,
Tom Heinz
Coffee Cup Fuel Stops & Convenience Stores, Inc.
NATSO 2014 Chairman
EXPECTANCY THEORY
VICTOR VROOM
5
GOAL SETTING THEORY
GEORGE ODLORNE
4
THREE NEEDS THEORY
DAVID MCCLELLAND
THEORY SUMMARY:
People have three basic needs:
(1) achievment (nAch), (2)
affiliation (nAff) and (3) power
(nPow). A sense of achievement is particularly important
in the workplace
THEORY SUMMARY:
People are motivated when they
participate in setting challenging
goals for themselves,
understand their role in
achieving those goals, and
progress can be determined
ADVICE TO MANAGERS:
Set moderately difficult
goals for employees; provide
lots of concrete feedback
regarding achievement
ADVICE TO MANAGERS:
Establish measurable
objectives in consulation with
employees; link objectives to
larger company goals provide
regular feedback
THEORY SUMMARY:
People are motivated when they
expect their effort will succeed
in producing a particular
outcome and that outcome has
value for the person
ADVICE TO MANAGERS:
Give employees many
opportunities to succeed;
amply reward success; make
clear the links between
rewards and success
www.natso.com
DARRENS GREAT
Darren Schulte, NATSOs vice president of membership and a retail expert, writes a biweekly retail column on NATSOs
blog. We feature the best here in Stop Watch magazine. Join Schulte on NATSOs website at www.natso.com/great-ideas
to read his digestible retail tips every other Thursday.
2.
3.
Bulk displays are great for selling seasonal and holiday items.
Use these highly visible displays
to celebrate holidays with your
customers, endearing them to
you and creating an association
between your location with holiday and seasonal fare. Examples
include deer food during hunting
season, firewood at the beginning
of winter, and 7-Up, ginger ale
and punch bowls during the holiday party season. As always, be
sure to work with your vendor well
in advance of the holiday to create
a great promotional program with
their marketing assistance.
Do not decorate your bulk displays with handwritten signs. Instead, work with your vendor to
create professional, well-done
promotional pieces.
4.
5.
FOR MORE INFORMATION contact NATSO's Member Care Specialist Kimberly Roberts at (703) 739-8573 or kroberts@natso.com
Read six more tips on NATSOs blog at http://www.natso.com/blog/bulkdisplays.
6
July/August 2014
at dschulte@natso.com or (703) 739-8562 and hell answer your question in the next
Darrens Great Ideas! for Independent Operators.
INDEPENDENT OPERATORS
SHARE IDEAS FOR GROWTH
AND CUTTING COSTS
DURING
BY MINDY LONG
July/August 2014
ROAST BEEF TO GO
London Auto Truck is well
known for its roast beef in
its restaurant, so Sanders
is capitalizing on it. Ive
taken the roast beef were
famous for and sliced it deli
thin and packaged it to sell.
Were doing the same with
ham and cheeses, he said.
ONE-OF-A-KIND CRAFTS
Lee Hi also sells postcards
an employee creates. We
have a girl that works for us
and she takes pictures of
the area and makes her own
black and white postcards.
That is an item you arent
going to find anywhere
else, Berkstresser said.
HOMETOWN SOUVENIRS
FULL-SERVICE PUMPS
www.natso.com
TEN MORE
GREAT IDEAS FROM
HIGHLANDS PETRO
ENERGY-EFFICIENT LIGHTS
10
July/August 2014
CAT
SCALE
Walter Weller
406 E. Huntington Drive,
Suite 200
Monrovia, CA 91016
(626) 500-8452
(626) 301-9579
walter.weller@cmaintl.com
www.doublecointires.com
Federated Insurance
Patty Looney
394 S.W. 27th Terrace
Delray, FL 33445
(561) 632-7347
(561) 921-0367
plooney@chevron.com
www.deloperformance.com
Coca-Cola Refreshments
Brenntag North America
Bill Buzbee
5083 Pottsville Pike
Reading, PA 19605
(615) 631-9961
(615) 349-3529
bbuzbee@brenntag.com
www.brenntagdef.com
J. T. McMahan
2500 Windy Ridge Pkwy.
Atlanta, GA 30339
(770) 200-8892
(770) 989-3565
jmcmahan@coca-cola.com
www.thecoca-colacompany.com
DAS Companies Inc.
Roger Phillips
535 Marriott Drive, 8th Floor
Nashville, TN 37214
(615) 937-3405
(615) 493-2712
phillipsroge@bfusa.com
www.trucktires.com
12
July/August 2014
Gordon Price
724 Lawn Road
Palmyra, PA 17078
(717) 507-0363, or
corporate office:
(800) 251-9104 ext. 259
(800) 842-1992
gprice@dasinc.com
www.dasinc.com
Jerry Leemkuil
121 E. Park Square
Owatonna, MN 55060
(507) 455-5507
(507) 455-7840
jjleemkuil@fedins.com
www.federatedinsurance.com
First Data
Dan Hudson
5565 Glenridge Connector NE
Atlanta, GA 30342
(703) 398-5831
(402) 315-5452
dan.hudson@firstdata.com
www.firstdata.com
Gilbarco Veeder-Root
Dena Lee
P.O. Box 22087
Greensboro, NC 27410
(336) 547-5114
dena.lee@gilbarco.com
www.gilbarco.com
Howes Lubricator
Stephen Sikorsky
60 Ocean State Drive
North Kingstown, RI 02852
(401) 294-5500
(401) 294-4229
steves@howeslube.com
www.howeslube.com
Don Paddock
1121 Flint Meadow Drive
Kaysville, UT 84037
(801) 390-3820
(801) 991-1821
dpaddock@ksgdist.com
www.ksgdist.com
Todd Friese
2930 W. Maple St.
Sioux Falls, SD 57107-0745
(605) 838-7887
todd.friese@hsfl.com
www.orionfoods.com
Jim Edmonson
300 Concord Parkway S.
Concord, NC 28027
(800) 933-2210
(336) 664-0009
edmonson@sndcoffee.com
or
John Morris
(800) 933-2210
(804) 794-2725
morrisj@sndcoffee.com
www.sndcoffee.com
Steve Brady
4747 McLane Parkway
Temple, TX 76504
(254) 771-7064
(254) 771-7097
steve.brady@mclaneco.com
www.mclaneco.com
Michelin North America
Josh Jarvis
One Parkway South
Greenville, SC 29615
(864) 458-4574 or (505) 307-8797
josh.jarvis@us.michelin.com
www.michelintruck.com
Michael Lawshe
201 Main St., Suite 1150
Fort Worth, TX 76102
817-927-7171 ext. 201
(817) 927-8131
mlawshe@paragon4design.com
www@paragon4design.com
Randall-Reilly Publishing
Robert Lake
3200 Rice Mine Road N.E.
Tuscaloosa, AL 35406
(205) 248-1235
(205) 345-0958
rlake@rrpub.com
www.rrpub.com
Mobil Delvac
Renewable Energy Group
Craig Barr
1031 N.W. 43rd Ave.
Camas, WA 98607
(360) 601-9797
(280) 445-2299
craig.w.barr@exxonmobil.com
www.mobildelvac.com
Jon Scharingson
416 S. Bell Ave.
Ames, IA 50010
(515) 239-8042
(515) 509-1259
jon.scharingson@regi.com
www.regi.com
Shell Lubricants
Christian Peters
910 Louisiana
Houston, TX 77002
(731) 241-2571
(281) 482-4189
john.peters2@shell.com
www.rotella.com
The Truckers FriendNational Truck
Stop Directory
Robert de Vos
P.O. Box 476
Clearwater, FL 33757
(727) 446-2866
(727) 443-4921
rdevos@truckstops.com
www.truckstops.com
Valvoline
Gigi Rollins
c/o Bobbi Brophy
3499 Blazer Parkway
Lexington, KY 40509
(843) 793-8490
(859) 357-2359
grollins@ashland.com
www.valvolinehd.com
www.natso.com
13
FOUNDATION UPDATE
14
July/August 2014
FOUNDATION UPDATE
www.natso.com
15
OPERATORS
SLICE AND DICE DATA
16
July/August 2014
17
2. Retail sales compared to the daily average, budget and to last year.
3. Food service sales compared the daily average, budget and
to last year.
4. Retail inventory level daily and compared to last year.
5. Invoice deliveries, including fuel deliveries.
6. Labor ratio to sales.
7. Returns.
8. Voids, no sales, item corrections and drawer open too long.
9. Average ticket/sale per register, shift and overall day in
each profit center.
10. Transaction counts compared to last year in each profit center and as
a total.
July/August 2014
19
NEW MEMBERS
FUEL UP ON NATSO BENEFITS
BY AMY TONER
BIZ BRIEF
In todays information-overloaded business world, we often find ourselves deluged with literally hundreds of news
items from dozens of sources. While it
is likely impossible to read every article
and remain productive, by not doing
so we risk missing the one article that
could change a key business practice or
thought process. And that is where the
NATSO Foundations Biz Brief provides
assistance! The NATSO Foundation's
Biz Brief is a daily collection of the most
relevant business intelligence for truckstop and travel plaza operators.
Biz Brief is the latest tool in the
foundations arsenal of programs and
products aimed at strengthening travel
plazas ability to meet the needs of the
traveling public through improved
operational performance and business
planning.
Delivered daily via email, Biz Brief
is specifically designed to deliver daily
business intelligence for the truckstop
and travel plaza community of owners
and operators.
As editor of Biz Brief, Roger Cole scans hundreds of news sources daily
to curate a condensed set of articles on topics such as leadership, freight
logistics and economic indicators.
NATSO members can sign-up to receive Biz Brief daily at
http://www.natso.com/bizbrief.
20
July/August 2014
KLAPPERSCHLANGE LLC
(PILOT DEALER #871)
473 Suedburg Rd.
Pine Grove, PA 17963
PHONE: (570) 915-6644
CONTACT: Tina DAgostino
MOHAWK HOME
3032 Sugar Valley Road, NW
Sugar Valley, GA 30746
PHONE: (865) 310-3838
FAX: 706-625-9329
CONTACT: Wes Milstead
EMAIL: wes_milstead@mohawkind.com
WEBSITE: www.mohawkhome.com
Multiple
Markets
and
Suppliers
Help
Operators
Get the
Best Price
on Fuel
BY MINDY LONG
www.natso.com
21
July/August 2014
SUPPLY CONTRACTS
Even if operators dont go out for
a bid, Santos suggests they set up
supply contracts for a certain percentage of their volume based on a
benchmark, such as OPIS, Platts or
Argus. It helps guarantee supply and
the price is published and verifiable
for both parties, she explained, adding that the contract volume would
be somewhere between 40 to 60 percent of the monthly total volume.
One thing a supply contract does
is guarantee that youll get some
product. It helps you get assurance
of supply, Santos said. That assur-
www.natso.com
23
24
July/August 2014
Sapp Bros. first location opened on June 7, 1971, in Omaha, Neb. Today there are 16 travel centers located in eight states.
Natural Gas
meet its customers needs. With
this focus in mind, this year they
added natural gas to one location in
Lincoln, Neb., and are working on
installing the second in Columbus,
Neb. They are contemplating adding two more this year.
To add the new amenity, they partnered with Stirk Compressed Natural
Gas. Stirk Compressed Natural Gas
provided the capital for the equipment and Sapp Bros. provides the
space, runs the logistics and receives
a throughput. Mike Hoelscher, managing member of Stirk CNG, said,
Our strategy is to continue to build
out the compressed natural gas infrastructure, with a focus on large truck
access in major transportation corridors. We partnered with Sapp Bros.
because they have a strong name in
the trucking industry.
Class 8 fleets in the grain and feed
transportation industry will initially
BY AMY TONER
25
OPERATOR 2 OPERATOR
WALT MURALT,
MURALTS TRAVEL PLAZA
Leadership and Self Deception:
Getting Out of the Box, which is
from the Arbinger Institute. It
is about communications, relationships and leadership. It will
blow you away. It totally transformed one of my mangers lives
and I highly recommend it.
WANT TO BE FEATURED IN THE NEXT OPERATOR 2 OPERATOR? Our next question to discuss is What has been the most surprising
breakout product/item? Submit your answers to Darren Schulte at dschulte@natso.com by August 15, 2014.
26
July/August 2014
Pump biodiesel
profits into your
business
with REG.
AD