Many in the petrol station business rely on customers’ branch loyalty rather than brand loyalty. These days, Filipino motorists tend to go to certain gas stations because of the overall experience they’ve had in those specific branches in the past. Most of them don’t really care all that much about the brand of the fuel they’re getting or the company selling them simply because these products are not well- differentiated.
If you happen to own a franchise of a petrol station, ensuring that you provide top-notch service is a great way to attract and retain customers. But how exactly do you go about improving customer service at your gas station? Whether you’re still starting out with your business or are looking for new ideas, here are a few tips that can help you.
Use a Reliable Point-of-Sale (POS) Solution
When customers at your petrol station are always in a rush, having a reliable POS solution is highly convenient as it allows your personnel to attend to a lot of transactions quickly. . If you’re considering getting one, the PayMaya ONE Lite is a great device to start with because of its portability and ease of use. Drivers can enjoy the convenience of paying in the comfort of their own vehicles.
Unlike many other POS devices, the PayMaya ONE Lite is a completely handheld gateway that supports a variety of contactless payment solutions. It can perform most of the functions that the original PayMaya ONE device can do, apart from printing receipts and reading payment cards by swiping. However, it does support QR code payments, as well as dips (EMV) and taps (NFC) for debit, credit, and prepaid cards. It also supports a variety of payment networks, including PayMaya, Visa, MasterCard, JCB, WeChat, GrabPay, Bancnet.
Have Large and Clean Restrooms at Your Station
A gas station is a common stop during road trips. However, people don’t just stop there to refuel or to get food and coffee; they stop for bathroom breaks as well. If your gas station is located near a major highway, it can be helpful to have a large restroom so that people stopping by will have more of a reason to drop by or stay for a short while. Just make sure that your restroom is regularly cleaned and that the plumbing is always in order. After all, nothing turns people off more than a dirty bathroom with toilets that don’t flush.
Train Your Staff to Be Attentive and Courteous
The way your staff members treat people can also affect how business will go for you. Since motorists don’t typically stop at petrol stations for the brand of fuel they carry, the way your people conduct themselves essentially becomes a major differentiator. Many motorists appreciate quick and attentive service, especially because they’re already on the go.
Having to wait around to get their tank filled up is not an option for many people, but having a rude staff to make their experience worse will certainly cost your gas station more than one customer. To prevent this from happening, make sure that your employees receive proper training and supervision. This way, they will know exactly how to interact with customers in a respectful and friendly manner.
Price Your Products Competitively
Another reason why certain motorists might stop at a specific petrol station is because of the fuel prices. They tend to avoid stations that they know are blatantly ripping off customers with their high prices. Keeping your fuel prices similar to or lower than those of your competitors can increase the number of people coming to your gas station. This is also a great way to get repeat customers simply because they’ll remember to go back to that specific station which they know does not overcharge.
Make Sure You Always Have a Well-Stocked Convenience Store
Filipinos use gas stations as rest stops, especially when they are on long drives. However some motorists see them as something more. These people typically prefer to go to a petrol station to buy food or run a few errands instead of going to a mall or grocery store to do the same things. After all, the lines are typically shorter at gas station convenience stores, and they get to do things more quickly.
If you already happen to have a convenience store at your gas station, make sure it’s always well- stocked with items that people regularly buy. Items like snacks, beverages, hygiene products, and toiletries are common products that your store should always have a fresh and steady supply of.
Invest in Better Promotional Signage and Marketing
Make sure that people know where your gas station is with the right signages and advertising solutions. Many gas station owners or managers often put road markers a few hundred meters away from their station to let motorists know of their location. This can be helpful in persuading people to drop by to fill up their tanks, buy something, have their car repaired, and more.
Also make sure that your products and services are represented properly in your signages and other marketing materials. For instance, people will not know that your gas station offers additional services (car wash service, for instance) or specific types of products (kitchen LPG tanks, for example) if none of your signs indicate these..
Make Sure That Your Gas Station Always Looks Inviting
Finally, never neglect your gas station’s curb appeal so that people will always want to stop by for a short while. Have a nice, open plan where your convenience store and other facilities are visible to people on the road. Additionally, the driveway and parking area should be spacious enough that motorists can safely come and go, no matter how big their vehicle is.
Also make sure that your gas station has ample lighting so people will feel safe going there at any time of the day. A dimly lit petrol station at dawn or at night can give off a sketchy vibe and will only force people to hurry their transactions for their own safety. Conversely, a well-lit and open gas station will certainly draw more customers because it looks more attractive and secure in their eyes.
Improving customer service in your petrol station often coincides with training your people and keeping your services and facilities topnotch. Delivering value in all of these different areas will provide your customers with a superior experience and a reason to keep coming back for more.
