Space Age Travel Center Focuses on Ease and Convenience

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Space Age Travel Center located off of Interstate 84 in Hermiston, Ore., sets itself apart by offering interesting merchandise, aggressive pricing, a variety of amenities and friendly employees. The mix works, and the location does over 50,000 diesel transactions and serves over 750,000 gas and c-store customers each year.

The location sits on a major east/west route between Boise, Idaho, and Portland, Ore., and Don Nelson, general manager, Space Age Travel Center, said one of its keys to success is having long-term employees. “Regular customers prefer to see a familiar face—someone that knows what they want and how they want it,” he said, adding that customers are impressed by well-trained and efficient staff.

That’s why Nelson focuses on maximizing his 24 employees’ time and giving them the tools they need to do their jobs. “We try and make every employee’s work duties and tasks simple and efficient by providing the necessary tools and organization for them to their job without unnecessary hassle,” he said, adding that if a broom and dustpan are needed by several employees, the company provides them at every station so employees don’t spend time looking for them.

The location also updated to the Trendar Smartdesq system from the old Trendar Nextdesq system. Nelson said the new system is much easier to use and reduces training time.

Providing ease boosts employee retention, as does establishing clear guidelines for staff. “Employees want consistency in rules and procedures to feel secure in the job they are doing and their performance,” he said.

When Nelson does have a position to fill, he reaches out to those he sees excelling in customer service at other businesses. “When I notice an employee from another business doing an excellent job, I tell them that I am impressed and invite them to come and talk about working for Space Age. Most times employees appreciate the offer and will come and see what your business may have to offer them,” he said.

Nelson doesn’t just focus on his employees' ease and convenience. He does the same for customers, and the location offers “no-hassle amenities,” he said. “If a customer fuels with us, we’ll give them a cup of coffee and a shower without the hassle of adding and subtracting them off a card.”

Keeping the facility clean, easy- to-shop and uncluttered also boosts sales, he said. So does having a wide selection of unique merchandise, such as printed blankets, novelty signs and trendy jewelry. “We know we have done a good job when customers’ reactions are, ‘Cool! Check this out,’” he said.

Space Age Travel Center is also focusing on the future. “We have partnered with Transfuel and are currently in construction to provide natural gas dispensers on two of our fuel islands,” Nelson said.

Nelson's best advice for his fellow operators is to “keep your facility fresh and listen and consider what your employees and customers tell you,” he said. “Continue to learn how new technology and innovations can benefit your operation.” 

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This article originally ran in Stop Watch magazineStop Watch provides in-depth content to assist NATSO members in improving their travel plaza business operations.

The magazine is mailed to NATSO members bimonthly. If you are a member and not receiving Stop Watchsubmit a request to be added to the mailing list. Not a memberJoin today or submit a request to receive additional information.

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
Source:
Stop Watch Magazine
Retailer Featured:
Space Age Travel Center

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