NATSO Chairman Urges Members to Focus on Service, Embrace Change

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Don Quinn, president of Sapp Bros. and NATSO’s 2016 chairman called on NATSO members to differentiate themselves through their service and embrace change, which is a necessary part of doing business. Quinn made his remarks during The NATSO Show 2016 in Lake Buena Vista, Florida.

"We’ve always been a service-oriented industry, but today it is not enough to simply serve customers. Now we must exceed their expectations,” Quinn said, adding that a location’s staff is the key to exceptional service.

He urged operators to give their employees the same level of customer service they ask employees to give to their customers and to turn to employees for ideas on how to better serve customers.

Because our employees are on the front lines each day, they know our customers better than anyone else,” Quinn said. “The more that we can craft an experience that matters to our customers, the more they will choose to do business with us.

Uncovering new ideas and making changes is crucial as the economy and operating environment changes, Quinn said.

"We have to be open to that change as there is always opportunity that exists within it,” he said. “One of the benefits of NATSO membership is having a group of fellow operators who can provide insight to help us along our journey.”

Quinn encouraged members to take part in a domestic study tour, attend NATSO’s Day on the Hill or join a committee. “The more involved you get with our industry’s association, the more operators you will meet, the more vendors you will connect with and the more you will learn about the opportunities within the industry,” he said.

Photo Credit: Chuck Fazio/NATSO

Mindy Long's photo

Mindy Long

Before launching a full-time freelance career, Long edited NATSO's Stop Watch magazine. Prior to that Long worked as a staff reporter for Transport Topics, a weekly trade newspaper, covering freight transportation, fuel and environmental issues. In addition to covering the transportation sector, Long has written, reported and edited for a variety of media outlets. She was the Washington correspondent for WCAX-TV (CBS) in Burlington, Vt., a criminal court reporter in Chicago and a freelance copy editor for Kiplinger’s Personal Finance magazine in Washington D.C. Long hold a master’s degree from Northwestern University’s Medill School of Journalism in Evanston, Ill., and a bachelor’s degree in Communications from Westminster College in Salt Lake City.More
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