What Truck Stops Can Teach You About Customer Loyalty
I'm going to share with you a story about driving a truck....But it's actually a huge marketing and business lesson hidden as a trucking blog post :)
Work with me here.....
So, I started driving a truck for a living about 5 months ago. It's taken me across America and all over Canada as well. And when you drive a truck, you end up in truck stops a lot.
In America, they have some amazing stops. None better than Love's Truck Stops. It's a brand that's only in the states but you can see why the parking lots are full every night with trucks, as drivers make sure they stop at this specific stop.
The stores are fully stocked. The washrooms are clean. The showers are spotless. Everything about the entire experience is pretty much perfect and hey they even have these:
This is the Love's Rewards Card.
Everytime you fuel up at Love's or buy anything in their stores, you get points.
Imagine that...Rewarding your customers for their loyalty!
I haven't been to a Love's in a few months but when I was there every day, I got free drinks, free showers and points that I could use as cash in their stores.
So let's review....
- Clean stores & washrooms
- Free drinks & showers
- Rewards card that you can collect points
Now let's give an example of one of the bigger truck stops here in Canada....
It's called Husky.
And while Canada doesn't have the population of America (so less trucks on the road) there are still plenty of truckers on the road.
We have a few different companies that cater to the trucking industry here but let's take a look at how Husky treats their customers...
I just got this email a few days ago with the news that Husky is ending their rewards program. You kind of sort of got the same rewards like Love's but nowhere near the amount of 'free stuff' for being a loyal customer.
So you may think....O.K., the rewards program is ending, they must be putting all that money they will save on creating an amazing experience at their truck stops.
Actually, Husky truck stops are about as run down and dirty as you could possibly imagine. I won't even begin to explain the showers at these stops...
A lot of the truckers I have met have stated that the worst American truck stops are 100 times better than Husky. And they are not lying.
Let's review:
- Rewards program ending
- Dirty stores / truck stops
So what's the lesson here?
Driving across America, you can't find a place to park your truck at Love's truck stops. They are always full. They treat their customers with respect, reward them for their loyalty and keep their stores / showers spotless.
Driving across Canada, Husky parking lots are full of pot holes. The showers and stores are run down and now, they are ending their rewards program.
My take away is this...Treat your business and your customers like gold, they will keep coming back. Treat them like a commodity, and they will leave you.
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loves has the best jerkey too. its expensive but I love it.
!PIZZA
the place is like heaven on the road for truckers lol
$PIZZA slices delivered:
@dkid14(2/20) tipped @jongolson
A lot of businesses over look how important customer care is. A lot of people have bought into the build it and they will come model, without tending there customers to make the business fertile ground for growth. Amazing post one to open your eyes and approach if you are in business.
Thanks for the comments. Yeah it's amazing how easy it is for companies to either win or lose customers.
When you invest in your business and in customer satisfaction, the return is always good. That’s why you and others are loyal to Loves
Indeed! Wish they were up here in Canada.
Your post was very informative for me.
glad to hear it
Interesting journey. You have some interesting observations made due to the truck travel. Do you guys have Aldi and bedbath and beyond chains in Canada? I know these chains are worldwide and they seem to have a lot of customer and their stories like this.
Yeah bed bath and beyond, but I think they have closed them down up here recently.
An impressing story. Thank you🙏🏻
Keep customer like “gold”is very critical✌🏼
So important!
Thanks for checking out my blog!
It’s pleasure for me🙏🏻
Sounds good, customer's will always remain loyal whenever they are
Sounds good, customer's will always remain loyal whenever they are rewarded.
It's so true!
It sounds like things are quite different in Canada compared to the US. The companies should take more care of their customers but some of them just don't seem to care.
They really don't care. Wouldn't take much for a big energy company to come in and swoop up all the business.
up here CO-OP truck stops in southern Alberta are good and clean but snack bars in the C stores only
They are nice, but literally only in Western Canada.
If you treat customers well, they will return and the business will last. Long term is how money is made.
It really is how it works. Long term is always the best game plan.
Putting effort into growing one's business and making it a cool and attractive spot will always pay great dividends. It's surprising how some overlook this important abnd key aspect of business.
It's amazing, it really is how easy it is to stick out, just by putting your customers first!
La vida de camionero no es fácil por acá por estas latitudes, en Venezuela puedes ser robado, no se puede confiar ni en la policía y eso sin hablar el mal estado de la vialidad , allá en el norte es más fácil...
I've actually never been to a Love's that I can remember, but there are a bunch of them around where I live and between our house and our in laws down in Ohio. Have you ever heard of Buc=ee's? I have never been to one of them, but I have heard they are amazing. I think they even won an award for having the cleanest bathrooms. You've gotta go a bit south to find one though.
Never been there. But I did notice, if Love's isn't in an area, they aren't around. But seem to be spread out, mid-east, mid-west
Hello jongolson!
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