WWW.NATS O.

C O M

JAN UARY/ FE B R UARY 2 01 6

THE MEMBER MAGAZINE OF NATSO, REPRESENTING THE

TRUCKSTOP AND TRAVEL PLAZA INDUSTRY

TEN GREAT IDEAS

FROM SAPP BROS.

Top Economist
Shares His Outlook
for the Year Ahead
The NATSO Show Preview
Eight Tips for Success
From Entrepreneurial
Leader Bill Taylor

CHAIRMANS LETTER

Embracing Change

C
DON QUINN
CHAIRMAN OF THE BOARD

hange, in business as well as in life,

is inevitable, and the start of a new
year is often filled with change.
We make resolutions, outline goals and
prepare for the year ahead. An exciting
change for me in 2016 is the opportunity to serve as chairman of NATSOa
position Im humbled and honored to
serve in. Id like to thank Tom Heinz for
his outstanding leadership during his
term as chairman. As an association and
an industry, we owe him a debt of gratitude for his service.
Without change, progress is impossible. While change is a part of life,
the way we react to it and prepare for
it is what is truly important. Sometimes
we welcome something new and other
times, were unsure. Through our association with NATSO, the suppliers
that support the association and industry experts, we have the opportunity to
learn about and prepare for the trends
and changes that are coming our way.
Perhaps even better is that through the
insight and the knowledge we gain, we
can often break ahead of the pack and
innovate new solutions for our customers and our industry.

WITHOUT CHANGE, PROGRESS IS IMPOSSIBLE.

WHILE CHANGE IS A PART OF LIFE, THE WAY WE
REACT TO IT AND PREPARE FOR IT IS WHAT IS
TRULY IMPORTANT. SOMETIMES WE WELCOME
SOMETHING NEW AND OTHER TIMES, WERE UNSURE.
THROUGH OUR ASSOCIATION WITH NATSO, THE
SUPPLIERS THAT SUPPORT THE ASSOCIATION AND
INDUSTRY EXPERTS, WE HAVE THE OPPORTUNITY TO
LEARN ABOUT AND PREPARE FOR THE TRENDS AND
CHANGES THAT ARE COMING OUR WAY.

Participating in industry meetings,

such as The NATSO Show, and the international and national learning opportunities NATSO provides offers unparalleled and unique occasions to learn from
those around us. These opportunities
provide the raw materials we need for our
next great idea. Insights come when we
take time to observe and understand.
One thing Ive seen over the years is
how open and willing our fellow operators are to share their thoughts, ideas
and ways of doing business. We have so
much that we can learn from each other.
Throughout 2016, I encourage you to
look for opportunities to interact with
your fellow operators. If you havent already registered for The NATSO Show
in February, there is still time, and please
save the date for the Day on the Hill
event May 1618, 2016. Stay tuned for
information on NATSOs study tours,
and take part in ongoing learning opportunities throughout the year.
So many new opportunities come
from people, and networking is one of
the best ways businesses discover new
contacts, increase knowledge and find
new solutions. This year, make it a goal
to take time to start or grow a relationship, whether it is one that comes from
a phone call or a face-to-face meeting.
If youre attending The NATSO Show,
please take time to say hello. I look forward to seeing you in Florida.
Best regards,

Don Quinn
Sapp Bros. Travel Centers Inc.
NATSO 2016 Chairman

www.natso.com

APPLY FOR A BILL MOON SCHOLARSHIP

Truckstop and travel plaza employees and their families
can apply now for the 2016 Bill Moon Scholarship.
Applications accepted until May 15, 2016.
All truckstop and travel plaza owners,
their employees and families are eligible.
Application can be found online at
www.natso.com/natsofoundation/
billmoonscholarship.

FIVE
$5,000

scholarships will be
awarded this year.

For additional information, email

billmoonscholarship@natsofoundation.org.

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WWW.NATSO.COM

JANUARY/FEBRUARY 2016

THE MEMBER MAGAZINE OF NATSO, REPRESENTING THE TRUCKSTOP AND TRAVEL PLAZA INDUSTRY

C OVE R STO RY
23 T en Great Ideas
from Sapp Bros.

FEATU R E S
08
TOP ECONOMIST
SHARES HIS
OUTLOOK FOR
THE YEAR AHEAD

10

12

NATSO YEAR
IN REVIEW

TOP FIVE
GOVERNMENT
AFFAIRS PRIORITIES

Chairman
Don Quinn

Editor
Amy Toner

President & CEO

Lisa J. Mullings

Associate Editor
Mindy Long

Stop Watch is published bimonthly by the NATSO Foundation,

1330 Braddock Place, Suite 501, Alexandria, VA 22314
Copyright 2015 by the NATSO Foundation. All rights reserved. No part of this publication
may be reproduced, stored in a retrieval system, or transmitted, in any form or by any
means, without written permission of the publisher. All editorial materials are acceptable
and published by Stop Watch on the representation that the supplier is authorized to
publish the entire contents and subject matter. Such entities and/or their agents will
defend, indemnify and hold harmless Stop Watch and the NATSO Foundation from and
against any loss, expense or other liability resulting from claims or suits for libel, violation
of privacy, plagiarism, copyright or trademark infringement and any other claims or suits
resulting from the editorial materials. Periodicals postage 024-723 paid at Alexandria, VA
and other mailing offices.
POSTMASTER: Send address changes to Stop Watch, 1330 Braddock Place,
Suite 501, Alexandria, VA 22314

14

21

THE NATSO
SHOW

D E PARTM E NTS
03
Chairman's Letter
EMBRACING CHANGE

06

Great Ideas!
MASTER A ONE-DAY
SALE WITH THESE
25 TIPS

We Want to Hear From You!

EIGHT TIPS FOR

SUCCESS FROM
ENTREPRENEURIAL
LEADER BILL TAYLOR

18

Foundation Update
UNLEASHING THE POWER OF
MEETINGS: A WELL-PLANNED MEETING
CAN INCREASE PRODUCTIVITY, BOOST
MORALE AND GENERATE NEW IDEAS

26

Great Ideas in Action

WHITE'S PETRO STOPPING CENTERS

Do you have comments, ideas or suggestions? Dont hesitate to contact us.

The NATSO Foundation
1330 Braddock Place, Suite 501, Alexandria, VA 22314
Email: editor@natso.com / Phone: (703) 549-2100
http://www.facebook.com/NATSOInc / 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.

Master a One-Day Sale with These 25 Tips

One-day sales can be a great way to add
excitement to truckstop and travel plaza
locations and spike sales. During the
August Operational Exchange phone
call, NATSO members and staff discussed the role one-day sales can play
during seasonal and/or holiday special
events. After the call I received a handful
of follow-up questions asking for more
details on the concept of a one-day sale,
which made me realize operators could
use some standard operating procedure
guidelines to follow when creating such
an event. Here are tips to consider before, during and after the event:

many retailers offer 15 percent off

the lowest ticketed price during a
one-day event.

BEFORE THE EVENT:

1.

Begin with a goal. You should

always have a purpose when creating a one-day sale and follow
a standardized policy and procedure for the event. The policy
and procedures should be a living
document that you fine tune along
the way to maximize the profitability of the event.

2.

Establish specific hours for

the sale. One-day sales should
begin and end on time. No exceptions! The hours should be very
specific, such as 7 a.m. to 7 p.m.
for example.

3.

Create a schedule. The person

leading retail operations, whether
that be the owner, the director of
operations and merchandising or
the store manager, should establish a schedule of planned oneday sale events seasonally and/
or annually.

4.

The person leading the retail

operations should determine
the percentage off for the promotional period. For example,

January/February 2016

5.

6.

7.

Said person should preview

the scheduled one-day sales
for the month and decide
whether to proceed with the
scheduled one-day event or
cancel. If you have multiple locations this can be done on a site-bysite basis. This is critical because
the results should be reviewed for
the sales success and profitability.
Understand which day is your
best purchasing day. When do
you have the highest average retail
ticket? When are people actually
shopping your location? Remember, this is not always your busiest dayhighest diesel fuel gallon
days do not always equal highest
retail sales days. We have many
members where Saturday is by far
their highest retail sales day and
their lowest diesel gallon day.
Establish sales goals for the
site. The person leading the retail operations should create the
sales goals, which should be
shared ahead of time. The sale

results should be published for

the team to review. If you hit your
goals, celebrate.
8.

Be specific with the categories

you choose to support during
your one-day sale. For example,
the following categories are the
only ones to be discounted the
15 percent during a one-day sales
event: apparel, gift/novelty, trucker
accessories and electronics.

9.

Review sale parameters with

staff. It is critical that team members understand the procedure
of how the discount would work.
In this example, the 15 percent is
taken off of the items price even
if the item is already on promotion.

10. Review inventory. One to two

weeks prior to the one-day sale,
identify excessive or obsolete inventory targeted to be sold during the one-day sale. Submit price
changes if needed.
11. Place necessary orders. Check
inventory levels on high-demand
sales items and order to properly
accommodate one-day-sale projections.

HAVE A RETAIL MERCHANDISING, MARKETING OR OPERATIONS QUESTION? Reach out to Schulte

at dschulte@natso.com or (703) 739-8562 and hell answer your question in the next
Darrens Great Ideas! for Independent Operators.

12. Schedule the staffing to accommodate sales event. If

your location has multiple managers and supervisors, they should
be scheduled to work for some
portion of the sale event. Assign
employees to specific tasks, i.e.
greet customers, bag merchandise, wrap merchandise, work the
mall area if you use it for additional
sales, merchandise floor sales,
cashier, etc.
13. Create professional signage
and collateral. Spend money
on a program that you will be
able to utilize numerous times
and, one that, when done correctly, will generate retail sales
that you have never even thought
possible in a travel plaza location.
I can provide samples for those
that would like to see them. Remember, flyers must be made
from colored or neon colored
construction paper.
14. Ensure that all point-of-purchase materials are at the
location. Rushing and/or creating hand-written signage will only
diminish your event.
15. Consider additional activities. Add-on activities that can
create excitement surrounding
the sale are welcome and should
be encouraged. Some ideas include hosting Santa Claus, the
Easter Bunny, blood drives, Amber Alert registration, raffles, door
prizes, refreshments and games.

THE DAY BEFORE THE SALE

16. Hang flyers. Place them oneto-two feet apart throughout facility (restrooms, showers, hallways,

game room, laundry room, etc.).

If you have multiple profit centers
within your campus and/or location, such as a casino, hotel, RV
park, c-store, fuel island, shop or
restaurant, hang flyers at other
profit centers with the managers
approval. Flyers should contain, at
a minimum, the sale date and time.
17. Place table tents. Use them on
tables throughout your restaurant and QSR locations.
18. Remind staff of the end goal.
Review one-day sale goals with
staff and post them in a visible
area.

THE DAY OF THE ONE-DAY SALE

19. Set up for the one-day sale
should begin at a set time.
Establish the set-up time based
on the time the sale starts. Set up
includes but is not limited to placing balloons throughout the store,
placing one-day sale POP in designated areas, signing bulk stacks,
setting up tables being used for
product display and programming
the reader board for the one-day
sale event.
20. Have managers on site. The
general manager and/or store
manager should be present a
minimum of eight hours of the sale
unless approved otherwise by his
or her superior. A successful oneday sale depends on the proper
stewardship and direction.
21. Promote the sale in real-time.
Sale announcements can be made
over your website, through apps,
over the intercom or any other
means of connecting with customers visiting your location that day. If

you have an intercom system, announce at least every half an hour

highlighting the savings on specific products for your customers.
22. Keep an eye on results. Sales
should be monitored every hour
to update staff on progress towards the goal.

AFTER THE ONE-DAY SALE

23. Remove signage. All signage
and POP materials must be taken down at a set time, preferably
immediately following the sale,
such as 7 p.m. if the sale ran from
7 a.m. to 7 p.m.
24. Share the outcomes. After the
sale, take time to review the results of the event to all staff including the appropriate supervisors.
You can post the results in an area
where everyone will see them or
communicate them verbally.
25. Conduct a post-sale meeting. It is critical to have a review
of performance and potential
enhancements shortly after the
event so that pros and cons of
the event remain fresh.

www.natso.com

TO P E

S HIS
E
R
A
H
S
T
S
CONOMI

FOR

THE

ruckstop and travel plaza operators attend The NATSO

Show to gain insights into the
trends that will affect their business.
At this years show, Bob Costello, senior vice president and chief economist at American Trucking Associations will share his insights during a
keynote address, offering predictions
on the economy, the trucking industry and the year ahead. Stop Watch sat
down with Costello to get a preview
of whats to come.

January/February 2016

YE AR

What do you anticipate from the

economy in 2016 and how will that
affect the trucking industry?
COSTELLO: The economy was growing at 2.5
percent or lower in the
second half of 2015 as
an inventory adjustment became a drag on the overall
GDP figures. For 2016, GDP can
accelerate some, increasing slightly
more than 2.5 percent. Once we get
through an inventory adjustment

AHE AD
i.e. too much inventory throughout
the supply chainthe decent economic growth will have a positive
impact on the trucking industry.

What indicators within the

trucking industry should truckstop
and travel plaza operators look at to
gain insight into their markets?
COSTELLO: If NATSO members
want to look to trucking data
and compare that with their data,
they should look at Not Season-

ally Adjusted trucking data. The

best numbers would be loads and
miles. If NATSO members want
to see the underlying trends in
trucking data outside of normal
seasonality, like holidays, then they
should look at Seasonally Adjusted
data. Loads and miles and revenue
are good ones. In terms of driver
spending power, they should look
at driver wages.

What type of growth do you expect

to see in alternative fuels? Do you
expect that to alter demand and/or the
cost of diesel fuel?
COSTELLO: With the large drop in
diesel fuel prices over the last year,
alternative fuel vehicles are not as
attractive, especially in the over-theroad irregular route truckload industry. There are still opportunities
in the dedicated truckload market
where the shipper helps pay for the
equipment and with private fleets.

What are the top issues the

trucking industry is facing in
2016? Can you share your predictions
on what that means for your members
and do you have any thoughts on what it
could mean for the truckstop and travel
plaza industry?
COSTELLO: It is still the driver shortage from my perspective. ATA estimates a shortage of between 35,000
and 40,000 drivers, with new drivers entering the profession slower
than drivers are leaving. Driver retention and recruitment will be the
difference between growing as a
company or shrinking. For NATSO
members, it translates into higher
pay for drivers, which means they
should have more money to spend
at travel centers.

What present-day challenges

within your sector of the industry
do you see influencing truckstop and
travel plaza operators?
COSTELLO: There is a technician shortage in the U.S. It might provide more
opportunities for value-added services
from NATSO members. The U.S.
Bureau of Labor Statistics estimates
that trucking will need to recruit
67,000 new technicians by 2022 due
to growth or to replace those currently
working in the industry. That figure is
in addition to the more than 75,000
new diesel engine specialists BLS anticipates will be needed by 2022.

Bob Costello, senior vice president and

chief economist at American Trucking
Associations, and John Felmy, chief
economist at the American Petroleum
Institute, will join together in a keynote
address on Tuesday, Feb. 22, 2016, at
8:00 a.m. at The NATSO Show. Learn
more and register for the conference at
www.natsoshow.org.
Costello and Felmys session at
the show is sponsored by

The performance of the trucking industry has a direct influence on operations

within truckstops and travel plazas. To track trucking trends, the American Trucking
Associations compiles an annual report on the performance of the trucking industry.
The latest edition of American Trucking Trends showed that 2014 marked the first
year in history the industry topped $700 billion in total revenue.
HERE ARE MORE INSIGHTS FROM THE REPORT:

In 2014, trucks moved 9.96 billion tons,

or 68.8 percent, of all domestic freight.
The $700.4 billion in revenue accounted
for 80.3 percent of all freight transportation spending.

Since deregulation, the number of registered motor carriers has grown by 68

times to more than 1.3 million carriers.
Commercial trucks paid $16.5 billion in
federal highway user fees in 2013.

Trucking employed more than 7 million

people, including 3.4 million drivers.
Combination trucks logged 168.4 billion
miles in 2013, or an average of 69,000
per truck.

www.natso.com

NATSO

YEAR IN REVIEW

MAY 7

JANUARY

Darren Schulte, NATSOs vice president of membership, shared more

than 50 great ideas during a presentation at the DAS Travel Show.

NATSO began 2015 after a robust new

member recruitment year bringing
38 new independent travel plaza and
truckstop members into 2015.

MAY 1618

NATSO members traveled to Capitol Hill May 1618 to meet with their
elected officials to discuss the reauthorization of the highway bill and to
oppose expanded tolling and rest area activities. NATSO members attended
a luncheon with Neil Chatterjee, senior policy advisor to Senate Majority
Leader Mitch McConnell. NATSO also revived an old tradition of taking a
member photo under the Capitol Dome.

FEBRUARY 1619

Travel plaza and truckstop operators

and industry vendors meet in
Las Vegas, Nevada, for
The NATSO Show.

MARCH 25

NATSO Chairmans Circle member S&D

Coffee & Tea hosted travel plazas and
truckstops in Concord, North Carolina, for
a coffee tasting, tour of the NASCAR Hall
of Fame in Charlotte, North Carolina, and
dinner at The Speedway Club at Charlotte
Motor Speedway.

10

January/February 2016

OCTOBER 1

In response to a number of questions

from truckstop owners and operators
on the Oct. 1, 2015, EMV Shift, NATSO
prepared a detailed question-and-answer document answering some
of the key questions. Published on NATSOs website, The Upcoming
EMV ShiftWhat Truckstop And Travel Plaza Operators Should
Know, helps operators prepare for Visa and MasterCards plans to
begin aligning credit and debit cards in the United States with those
companies proprietary chip technology.

JUNE 17

NATSO President and CEO Lisa Mullings joined veterans of the

trucking industry in a live web panel discussion focused on the
truck driver shortage and how the industry is targeting female
drivers. Mullings told viewers that it was more important than
ever before that truckstops are partners with the trucking industry
to recruit and retain drivers.

SEPTEMBER 1617
JULY

The Environmental Protection Agencys final

Underground Storage Tank Regulations contained
a number of improvements from the proposed
rule that was released in 2011, several of which
were proposed by NATSO. These improvements
are primarily in the form of requiring equipment
testing and inspections to occur less frequently,
making compliance easier.

More than 30 travel plaza and truckstop operators and

Chairmans Circle members met in Omaha, Nebraska,
for the Domestic Study Tour. Attendees learned best
practices and new ideas while touring Sapp Bros.
Travel Center, Shoemakers Travel Plaza and a Boss
Shops truck service center. [See more on page 23].

JULY

NATSO and the Alliance for

Toll-Free Interstates successfully
defeated efforts by many
transportation stakeholders to
expand a federal pilot program
that allows tolling on three
interstate facilities in the
Senates six-year highway bill.

JULY 14

NATSO hired David Fialkov as the associations

new vice president of government relations and
legislative and regulatory counsel. Fialkov leads the
associations legislative policy and lobbying efforts
on behalf of the truckstop and travel plaza industry
and oversee NATSOs relationships with government
regulators. Fialkov joined NATSO from the law firm
of Steptoe and Johnson where he advised motor
fuel wholesale and retail industries on legislative,
regulatory and political issues.

AUGUST 26

To further NATSOs mission to strengthen

travel plazas ability to meet the needs
of the travelling public through improved
operational performance and business
planning, NATSO redesigned the
association website to allow for membersonly content. With the redesign, NATSO
and the NATSO Foundation can offer
articles, toolkits and blog posts available
to NATSO members only.

www.natso.com

11

GOVERNMENT AFFAIRS

PRIORITIES
BY TIFFANY WLAZLOWSKI NEUMAN

mall businesses will play a big

role in 2016 politics.
With nearly half of U.S. private
sector workers employed by a small
business, courting the small business
vote stands to be a high priority for
the Presidential candidates as well as
Members of Congress.
President Obama, meanwhile, is
expected to aggressively pursue his
own priorities as the clock on his
time in office winds down. Chief
among them are labor reforms and
environmental initiatives that will
directly affect NATSO members.
NATSO anticipates monitoring
and advocating on more than a
dozen public policy topics in 2016.
Heres a glimpse of some of the biggest issues facing NATSO members
and what truckstop and travel plaza
owners should prepare for as the
2016 Presidential race continues to
heat up.
12

January/February 2016

TOLLING EXISTING INTERSTATES

In their push for a long-term highway funding bill, elected officials
continue to look at tolling as an option for funding infrastructure.
Tolling existing interstates currently is prohibited under federal
law except for three interstate facilities under a federal pilot program called the Interstate System
Reconstruction and Rehabilitation
Pilot Program (ISRRPP). Currently
Virginia, Missouri and North Carolina hold these slots, but none are
actively pursuing tolling authority.
Although many transportation
stakeholders are fighting to expand
the pilot program, NATSO anticipates that Congress will not expand
the program and leave the current
three slots in place. Any decision
to not expand the pilot program is
due in large part to aggressive advocacy by NATSO and the Alliance

for Toll-Free Interstates, of which

NATSO is a founding member.
The Senate in July 2015 passed a
six-year highway bill that retained
the ISRRPPs three tolling slots but
amended the program to require
those states with tolling authority
under the program to exercise that
authority within a certain timeframe or relinquish their slot to a
different interstate facility.
At press time, the House was scheduled to vote on a six year bill with
similar language.
NATSO and the ATFI will continue to advocate for repeal of the
tolling pilot program.

R EFORM OF THE RENEWABLE

FUEL STANDARD
With President Obama seeking to cement his legacy on climate change, the
Renewable Fuel Standard (RFS) will
be a hot topic on Capitol Hill this year

with lots of talk about whether to repeal or reform the program.

NATSO has been actively involved in RFS issues. Not only do
the annual renewable volume obligations that EPA establishes have
significant affects on supply, but as
policymakers consider more substantive changes to the program,
fuel retailers and blenders could face
burdensome new requirements.
NATSO filed comments with the
Environmental Protection Agency
(EPA) last summer in response to the
agencys proposed volume obligations
for 2014, 2015 and 2016 as well as the
Biomass-Based Diesel volume for 2017.
In its comments, NATSO expressed support for the agencys
exercise of its statutory waiver authority to avoid the blend wall and
tie renewable volume obligations
to market realities. NATSO further
urged EPA to remain cognizant of
the policy and economic factors
that influence the biodiesel market,
particularly those that could reduce
consumer demand for the product.
There is a delicate relationship between biodiesel demand and diesel
fuel prices, NATSO said. Increasing biodiesel mandates under the
RFS can enable fuel retailers to sell
the product to consumers at lower
prices, thereby increasing consumer
demand for biodiesel. However, if
renewable volume obligations are set
too high, it could lead to increased
prices for diesel fuel, NATSO said,
which would be counter-productive.

TAX REFORM
Tax reform will be a prominent topic
in Congress in 2016, but as in prior
years the discussion could amount
to little more than political posturing. The issue is very important for
truckstop and travel plaza operators

who take advantage of a number of

provisions in the tax code designed
to help them grow their business.
Some of these provisions are permanent, whereas others are temporary
and must be extended by Congress
in order to remain in effect.
NATSO has urged key lawmakers
to incorporate a solution into a tax reform package that keeps the Highway
Trust Fund solvent and provides adequate funding for the nations roads
and bridges. It has also advocated
extending the biodiesel tax credit (a
temporary tax provision) and keeping
the credit at the blender level.

LABOR
As President Obamas second term
winds down, the administration is aggressively pursuing a number of labor
initiatives designed to regulate how
employers manage their employees.
Particularly important for truckstops
and travel plazas are the expansion
of overtime eligibility and redefining
joint employer status under the National Labor Relations Act.

OVERTIME ELIGIBILITY
The Department of Labor last year
proposed a new rule that would raise
the current overtime salary threshold
to $50,400 a year up from the current
threshold of $23,660.
The proposal would have a significant effect on truckstops and travel
operators by greatly expanding the
number of employees entitled to
overtime pay for time worked in excess of 40 hours per week.
The proposed change, which does
not require Congressional approval,
is coming under fire from business
groups and Republicans who argue it
threatens jobs and will force employers to cut hours for salaried employees. In its comments to the Depart-

ment of Labor on this topic, NATSO

urged the agency to tie any increase
in the salary threshold to regional
cost-of-living differences throughout
the country. NATSO further urged
the agency to refrain from making
any changes to the duties test that
governs whether employees earning
more than the salary threshold are
entitled to overtime. The current duties test, NATSO argued, accommodates the fact that many upper-level
managerial and executive personnel
at truckstops and travel plazas occasionally perform ministerial duties
(such as stocking shelves or operating
a cash register).
A final rule is expected later this year.

REDEFINING JOINT-EMPLOYER
A National Labor Relations Board
decision last year redefined and expanded joint employer liability.
This case, along with a number of
similar steps taken by other executive
agencies, makes it easier for two or
more companies to be declared joint
employers. Broadening this standard
exposes companies to more legal liability for how their subcontractors,
staffing agencies and franchisees treat
their employees. They also make
businesses more susceptible to workforce unionization by imposing new
collective bargaining obligations and
allowing unions the ability to strike
or picket a large corporate entity
rather than the individual location
where there is a dispute.
The Coalition to Save Local Businesses (CSLB), of which NATSO is
a member, continues to advocate for
the previous joint employer standard
and will ask Members of Congress to
support legislation that would codify
the decades-long and widely-accepted definition of what constitutes a
joint employer.
www.natso.com

13

REGISTRATION PRICING
Register on The NATSO Shows website
at www.natsoshow.org or by contacting
Kimberly Roberts at kroberts@natso.com
or (703) 739-8573.

MEMBER
1st Attendee..............................................$319
2nd and 3rd Attendee.............................$269
Additional Attendees...............................$119
Plus! This year we are offering these
additional opportunities:
Disney Behind-the-Scenes Tour............. $99
Post-Show Mini Domestic
Study Tour................................................$300

The NATSO Show is two-and-a-half days of smart ideas,

great new products and good adviceall designed to meet
the unique needs of travel plaza and truckstop leaders.
Expect some big changes this year combined with the best
of what you loved from years past. Invest in your truckstop
today by registering.
Register today! Dont miss this exciting opportunity!
Visit www.natsoshow.org or call (703) 594-2100.

NON-MEMBER
Attendee.................................................... $649
Post-Show Mini Domestic
Study Tour................................................$600

LOCATION
The official host hotel for The NATSO
Show 2016 is Disneys Yacht & Beach
Club Resorts. The NATSO room rate of
$209 plus tax is available until Jan. 15,
2016, or until the NATSO block sells out.
The main events of The NATSO Show,
including the education and exhibit hall floor,
will be held at Disneys Yacht & Beach Club.

GE
KNOWLED

ts
urve exper
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e
h
t
f
o
d
ahea

ONS
CONNECTI ators

ow oper
ll
e
f
m
o
r
f
e
good advic

S
SOLUTION s

e
and servic
s
t
c
u
d
o
r
p
great new
14

January/February 2016

Rooms can be reserved at

www.natsoshow.org or by calling
(407) 939-4686 and referencing
The NATSO Show.

SCHEDULE AT-A-GLANCE
While the full conference
agenda is available at
www.natsoshow.org,
heres what you need to
know at-a-glance.
SUNDAY, FEB. 21
Sunday is the arrival day for those
participating in the NATSO Foundation Golf Tournament and board
meetings. The NATSO and NATSO
Foundation board meetings will be
held in the afternoon.

MONDAY, FEB. 22
Monday kicks off with networking
and fundraising at the NATSO Foundation Golf Tournament. If you arent
participating in the golf tournament,
make sure to arrive in time to attend
the annual favorite Opening Workshop: Great Ideas! for Independent
Operators. Following the workshop is
the State of the Industry and Keynote
Address and the Welcome Reception
on the show floor.

TUESDAY, FEB. 23 AND

WEDNESDAY, FEB. 24
Tuesday and Wednesday mark two full
days of educational sessions, exhibit
hours and networking opportunities
that will help you improve your truckstop business. Plan to stay for the
Post-Show Mini Domestic Study Tour
or head home in the early evening.

THURSDAY, FEB. 25

THE NATSO SHOW 2016 HIGHLIGHTS!

KNOWLEDGE! INNOVATIVE ADVICE FROM
AHEAD-OF-THE-CURVE EXPERTS.
Captivating and engaging sessions on the hottest industry topics already planned include:
BE THE ONLY: THRIVING IN A
WORLD WHERE BEST ISNT
GOOD ENOUGH

TOP ECONOMISTS SHARE

THEIR OUTLOOK FOR THE
YEARS AHEAD

In this provocative and far-reaching talk,

Fast Company magazine co-founder and
a best selling author Bill Taylor will draw
on themes and case studies from his
forthcoming book, Be the Only: Thriving in
a World Where Best Isnt Good Enough.
Taylor will present a collection of essential
principles for exceptional performance
lessons about strategy, culture, service
and creativity that capture the power of
business at its best.

At this years show, Bob Costello, senior

vice president and chief economist at
American Trucking Associations, and
John Felmy, chief economist at the American Petroleum Institute, will join together
to provide a critically important briefing on
the interplay between the economy, fuel
markets and trucking that no truckstop or
travel plaza executive can afford to miss.

Taylors lessons and insights are based

on access to some of the worlds highestperforming organizations in a wide range
of industries, from financial services to
industrial distribution, from manufacturing
to health care. In an era of hyper-competition and non-stop disruption, the only way
to stand out from the crowd is to stand for
something special. Attend his session and
learn how to thrive in a world where best
isnt good enough.
Sponsored by:

Costello will tell operators how the

economic factors that will influence the
trucking industry throughout the coming
year will affect truckstop and travel plaza
operators. Felmy will give his take on
leading indicators that are already shaping
tomorrows demand for fuel and on factors
that drive the price of crude.
This powerhouse of economic knowledge
will provide predictions that could have a
profound impact on the truckstop business. Attend the session and get insights
in trends essential to business planning.
Sponsored by:

THANK YOU TO THE NATSO SHOW SPONSORS:

Take part in the Post-Show Mini Domestic Study Tour to visit and learn
from several successful truckstops in
the Orlando area.

CAT
SCALE

*Sponsors committed as of press time

www.natso.com

15

SOLUTIONS! ACCESS TO
GREAT NEW PRODUCTS
AND SOLUTIONS
NEW

KNOW YOUR
TRUCKSTOP BUSINESS
AT THE NATSO SHOW!

This year NATSO is creating two NATSO U

tracks designed to help operators grow their
business. Each concurrent track will include
two sessions designed to help operators
meet the needs of the travelling public
through improved operational performance and
business planning.
All sessions are crafted to provide tactical
training with immediate applicability that
generates near-term improvements in
customer service and operational efficiency.
At the end of the day, both groups will
come together to reflect on what theyve
learned while talking with each other, session leaders and drivers!

Day-to-Day Track
Tuesday, Feb. 23 | 3:45 p.m.5:30 p.m.
Know Your Customer: Network with Your
Customer to Build Relationships and Better
Understand Their Needs
Speaker: Thom Singer

The reality is that busy truckstop leaders have difficulty maintaining business
relationships with customers within the
demands of a day-to-day of a 24-hour
business. They are often not sure why a
customer has chosen to fuel with them
and therefore arent prepared to keep
them satisfied for the long term. Networking expert Thom Singer will teach attendees the specific tactics they need to
follow to build customer relationships that
are more stable than the price of fuel.
Know Your Data: Use Your POS to get
Better Data
Speaker: Tom Shay

In this session, small retail business

expert Tom Shay will share exactly what
metrics small business owners need to
track to really impact profitability. Hell
share what metrics need to be observed,
reported, managed and changed and
provide examples of how to do it.

16

January/February 2016

Big Picture Track

Tuesday, Feb. 23 | 3:45 p.m.5:30 p.m.
Know Your Location: Optimizing Layout and
Design for Retail

Walk the expo floor to meet

innovative industry suppliers with
bold new products and solutions.

Speaker: Mike Lawshe, Paragon Solutions

Great retail design is about more than

making something look pretty, the right
design can help operators build a brand,
boost sales and run an efficient operation.
In this 50-minute session, Mike Lawshe,
president of retail design and consulting
firm Paragon Solutions, will discuss how
current shopping trends can be applied
for retail success. Operators can expect
to walk away with ideas of improvements
to make to their locations layout, merchandising and food business as soon as
they get home.
Know Your Employees: How to Hire and
Retain Top Talent in a Competitive Market
Speaker: Seanlai

We spend a lot of time teaching our

employees how to take care of our
customers and often forget they are also
our customer. In this refreshing session,
employee retention expert Seanlai will
show attendees how to follow her proven
strategies to fix the problem that most
everyone has of letting all that profit walk
out the door with all that talent. Seanlai
has made it her mission to help executives
boost their profitability by recruiting and retaining great talent. Join her in that mission
and learn how to recruit and keep your
best talent using her planning documents,
retention calculator and more!

NATSO U Joint Applied Learning

Session: Get to Know Your Customer
5:30 p.m.6:15 p.m.
Special Guests: Professional, Independent
Truck Drivers

In this innovative networking session,

NATSO Show attendees will be joined by
special gueststheir customers! During the 45-minute mini happy hour, both
groups will come together to reflect on
what theyve learned while talking with
each other, session leaders and drivers!

TWO HEADS ARE

BETTER THAN ONE.
With so much content to absorb,
having an extra pair of eyes and ears
is a great idea. NATSO is offering
discounts when you register more
than one person from your location.

CONNECTIONS! GOOD ADVICE

FROM FELLOW OPERATORS.

OPENING WORKSHOP: GREAT IDEAS!

FOR INDEPENDENT OPERATORS

The NATSO Show offers the best truckstop

networking opportunities youll find all year.
Attend events like these to:

This two-and-a-half-hour workshop is the annual time for

independent operators to come
together to share thoughts and
ideas on how to succeed. Attend
and use the different points of
view shared by truckstop operators from across the country to
challenge yourself to think differently about how to improve your business.
Independent truckstop and travel plaza attendees welcome.

Obtain new business contacts!

Pose questions to fellow operators
at luncheons and breakfasts!
Celebrate with friends old and new!

NATSO Foundation Golf Tournament

Monday, Feb. 22 | 7:30 a.m.1:00 p.m.
The NATSO Foundation Golf Tournament is a chance to
be a part of a worthy
cause while having a
great time on the golf
course. Enjoy a morning of golf while raising funds
to support the NATSO Foundations multi-year
program of work. This years golf tournament will
take place Monday, Feb. 22, 2016 at the Disney
Palm Course in Lake Buena Vista. The NATSO
Foundation Golf Tournament offers two exclusive
title sponsorships at the $10,000 level and six at
the $5,000 level. There is also one beverage cart
sponsorship available for $2,500 with logo recognition on the beverage cart and 36-hole sponsorships with logo recognition at a designated hole
available. Email Pamela Hayes at phayes@natso.
com for details.

Sponsored by:

WHAT NOT TO EXPECT:

Yes, the goal is the sameto facilitate great idea sharing, but there is also
something different. This year with the help of the Future Leaders Steering
Council, NATSO has carefully crafted a workshop sure to provide great ideas
and new business contacts for independent operators. With that goal in mind
there wont be sale pitches, outside consultants or talking heads.

WHAT TO EXPECT:
Two-and-a-half hours to hear and share innovative
techniques, equipment and processes that you can use to
improve your own operations. AND! An environment that will help
facilitate new contacts that will help you deliver that new idea.

Platinum sponsor:
Sponsors:

MEET THE WORKSHOP HOSTS

Disney Park Event

Exciting news! This years Great Ideas! for Independent Operators

Workshop will be led by three members of the Future Leaders
Steering Council. Why is this exciting? Because it means the session:

Tuesday, Feb. 23 | 7:30 p.m.11:00 p.m.

The pinnacle social
event at this years
show, it is your
chance to network
with key suppliers
and your fellow
industry leaders. Enjoy an evening immersed
in the magic of the movies! From the mystical
Streets of Cairo to the glamour of Old Hollywood on Sunset Boulevard, it will be an evening to remember, with some amazing surprise
along the way!
Everyone welcome.
Sponsored by:

CAT
SCALE

Was planned by truckstop operators;

Will be facilitated by truckstop operators rather than an outside

consultant; and

Will be pre-filled with great ideas from truckstop operators!

Corey Berkstresser

Gerald Daniel

Herb Hargraves

Lee Hi Travel Plaza

Liberty Petroleum
Distributors

Cash Magic
www.natso.com

17

FOUNDATION UPDATE

Unleashing the Power of Meetings:

A Well-Planned Meeting can Increase Productivity,
Boost Morale and Generate New Ideas

BY MINDY LONG

18

n February during The NATSO

Show 2016, three members of the
Future Leaders Steering Council will
facilitate what for many has become
the highlight of The NATSO Show
the Great Ideas! for Independent Operators Workshop.
Corey Berkstresser, general manager at Lee Hi Travel Plaza, Gerald Daniel, chief operating officer
at Liberty Petroleum Distributors,
and Herb Hargraves, director of
fuel and retail sales for Cash Magic,
will come together to guide conversations that will help show attendees uncover their next great idea. To
help them prepare for their facilitation gig, they met with NATSO

January/February 2016

staff and Jeffery Cufaude, a meeting

facilitator, to learn more about managing group dynamics and maximizing attendees contributions.
Berkstresser, Hargraves, Daniel
and Cufaude sat down with Stop
Watch to share their insights on
what contributes to an effective
meetingwhether it is with staff,
peers or customers.

MAKING THE MOST OF A MEETING

As director of fuel and retail sales for
Cash Magic, Hargraves understands
the value of regular meetingsboth
with upper management as well as
the front-line employees.
Hargraves said team meetings
can bring everyone up to date on
the most current way of thinking
within the organization as well as
how the property and the company
is doing. That makes them more
comfortable and more productive
employees, he said.
Not only are meetings an opportunity for employees to learn from
management, they give management
an opportunity to learn from employees who are down in the trenches.
Because they are listening to the
customers and interact with them, it
gives the executive level and mid-level
executives a chance to talk with the
other supervisors in the ranks and the
front-line staff, Hargraves said.
While business meetings can be
valuable tools within an organi-

FOUNDATION UPDATE
zation, simply calling a meeting
doesnt mean it will be effective
planning and preparation does. To
make the most of everyones time,
truckstop and travel plaza managers said they spend time establishing the goals of a meeting, drafting
agendas and creating talking points.

PRE-PLANNING FOR SUCCESS

Hargraves said effective meetings start
well ahead of the actual event. Spending more time on pre-planning the exact flow of how you want the meeting
to go is crucial to leading a successful
meeting, he said, adding that identifying what the meeting should accomplish, what attendees are going to
talk about, how the meeting facilitator
will transition from topic to topic and
what he or she will do for roundtable
settings are important elements of the
pre-planning process.
The timing of meetings can be
important, Daniel said. He suggests
meetings start at five minutes past
the hour. Why do meetings always
start on the hour? It takes five minutes to get off a previous meeting,
hence meeting should start at five
minutes on the hours, he said.
In work meetings, Berkstresser
said it is important to determine
which staff members truly need to
attend. Only include employees
that need to be a part of the topics
being discussed. Before the meeting
starts, make sure you give them the
information they need so they understand why youve included them
at the meeting, he said.

UNDERSTANDING EXPECTATIONS
Hargraves said that it is important
for everyone attending a meeting to
understand what the expectations
are. Utilizing an agenda, outlining
the timing of breaks and taking care

of housekeeping items, such as where

the restrooms are, can help with this.
It is important for the human element, he said.
Berkstresser said it is also helpful
to set the tone for the meeting as
soon as it starts. The opening of
the meeting is the best time to get
everyone excited about being there.
You can let them know it is going
to be an energetic meeting and that
youre looking for their feedback to
make it a success, he said.

KEEPING MEETINGS ON TOPIC

It is not surprising that within a
group setting, meetings can sometimes get off topic, but Daniel said
keeping the meeting on track is crucial to its success. Stay flexible but
have an agenda, he said.
Hargraves said it helps to be assertive if a conversation gets too far
off course. You cant just sit and
listen to the conversation happening, he said. You can say, I dont
want to be rude, but Im the facilitator and it is my duty to interrupt
the meeting, he said, adding that
a white board or presentation notepad can be an effective tool to help
the group regain focus. If we get
off of topic, Ill say, That isnt what
were here to talk about today, but I
think that is a great point. Lets put
it up here so we dont forget about
it. We can discuss it after the meeting is over.
Simply taking a five-minute break
can keep a meeting from getting off
track, Daniel said. So can taking a
few minutes to go over what has
happened so far. Summarize the
conversation, check for accuracy,
pose a question that allows for some
level of agreement, and ask if they
all agree to this, he said.

Cufaude said, it is important for

those leading a meeting to keep an
eye on the clock. By planning how
theyll manage the time throughout
the meeting, they can keep control
of the clock, which can be particularly important during interactive
portions of a meeting.

FACILITATING INVOLVEMENT
To encourage participants to speak up
during the meeting, Daniel said he
provides verbal cues, such as, Who
has an idea on _____? and Lets
hear from someone who has shed
some light on _____? Daniel also
checks in on how the meeting is going, and asks participants to chime
in and give their input while providing some guidance. When asking a
question, give them an example to
better understand the question being
asked, Daniel said, adding that it can
be helpful to use real-life examples
rather than hypothetical situations.
Both Daniel and Hargraves said it
is important to find ways to include
attendees who arent as comfortable
speaking up. Introverts participate
too. Just because they are not speaking,
does not mean they are not engaged or
participating. Give them space to gather their ideas, Daniel said.
To encourage participants to speak
up during the meeting, Hargraves
walks through the room of attendees rather than standing up in front.
When Im talking about a subject,
Ill make eye contact with someone
in the back of the room. That way
it makes them more comfortable if
they have a question, he said.
Cufaude said it could also help to
let people reflect and write responses
on their own before sharing with others and allow participants to opt-in
to when they share rather than always
going around the room in order.
www.natso.com

19

FOUNDATION UPDATE

DECIDING WHEN TO MEET

Berkstresser, Daniel
and Hargraves will
flex their facilitation
muscles during
the Opening Workshop: Great Ideas! for
Independent Operators on Monday, Feb. 22
at The NATSO Show. Learn more and register
for the conference at www.natsoshow.org.

20

January/February 2016

There are a number of times when it

is important for truckstop and travel
plaza managers to hold meetings.
Daniel utilizes weekly face-to-face
meetings with staff, which last about
an hour and a half. He also holds
daily 15-minute calls in the morning
with key individuals in the company.
These are line-up calls, where we try
to start the day off with positive messages, and highlight the most important thing that we need to do today.
We try not to solve all the worlds
problems on this call, he said.
Hargraves regularly takes part in
meetings with his peers as well as meetings with upper management, regional
management and front-line employees at the store. In addition to sharing
information, Hargraves said he learns
about new product and service ideas
during the sessions. He suggests that
management meet at least quarterly
with employees, which will increase
their comfort level with what is going
on in the business and provide regular
opportunities for sharing ideas.
To make the most of the different
types of meetings he has, Hargraves
said he adapts his communication
style depending on the meeting. At

a regional meeting you give a global

view. With the store manager, youre
talking about what the region is doing. With the front line, it is about
their key job functions on a daily basis
and more of a hands-on view, he said.
It can also be helpful for travel
plaza employees to meet with drivers. We have tried to bridge the gap
between consumer and retailer. If
there is a complaint, we say, Were
glad you brought that to our attention. Were going to address it and
this is what we can do, Hargraves
said. Sometimes it is a hard bridge
to gap between the retailer and the
consumer, but we do it by ensuring
the drivers concern has been heard.

DETERMINING THE FOLLOW UP

Once the meeting is coming to a close,
Berkstresser said it is helpful to clarify whats next. If you spell out the
next steps, it makes follow-up more
likely.You can agree on what needs
to be done, when it will be done and
who will do it, he said, adding that
you can make a list and distribute it
after the meeting. Then you can follow up with the employees who are
responsible and see how its going and
if they need support.

8
Tips
for Success
FROM
ENTREPRENEURIAL
LEADER
BILL TAYLOR

s an entrepreneur, co-founder of
Fast Company magazine and a
best selling author, Bill Taylor has
shaped the global conversation about
how business owners can compete.
Taylor is an expert on how owners can
thrive in todays competitive market
and not only will he be sharing his
expertise as a keynote speaker at The
NATSO Show, he sat down with Stop
Watch to share insights he has gained
while researching his latest book, Be
the Only: Thriving in a World Where
Best Isnt Good Enough.

ACKNOWLEDGE THE
COMPETITION

In the current operating environment,

business owners face a plethora of
competition. Fundamentally the job
today is no longer trying to be the best
at what lots of other people do. It is to
be the only one who does what you
do, Taylor said. The real opportunity and the real challenge is to admit
to yourself that were in a world that
is more fiercely competitive than ever
and your competitors are more competent than ever.

SET YOURSELF APART

Once operators understand

the fact that they are facing increased
competition, they should ask themselves what they offer that their
competitors dont and identify the
experiences theyre creating for their
customers. Taylor said, What are the
promises youre making that only you
can make?
To identify what they are best at,
Taylor suggests business owners ask
themselves what their customers would
miss if the company were to go out of
business tomorrow. In almost any industry there are so many competitors
that if company A goes out of business
Company B, C and D would be happy
www.natso.com

21

to serve their customers. You have to

ask yourself, What are we doing that
if we stopped doing it our customers
would feel that absence? That is the
beginning of understanding what are
the kernels of distinction that make us
different and compelling, he said.
Taylor told Stop Watch, Ultimately
successful companies today are willing
to do what other companies cant or
wont do.

GO BEYOND CURRENT
CIRCUMSTANCES

Too many business owners allow

themselves to believe that if theyve
been successful in the past, maintaining the status quo is risk free, but that
isnt true, Taylor said. Playing it safe
may wind up being the riskiest decision of all. If youre open to what is
going on, you see in industry after
industry that new entrants, new experiences and new technologies are
changing the logic of business. So
we have to assume that simply doing
more of the same is not a prescription
of more success but instead a formula
for eventual failure, he said.
To remain successful, business owners need to create a sense of positive
dissatisfaction with the status quo
so they become comfortable with experimenting. Taylor suggests operators
start with small changes. Over a few
years, taking little bets might create a
line of sight into how they can create
big change in the future, he said.

LOOK PAST THE NUMBERS

Data and analytics are important, but they dont always tell business owners the full story. You cant
let what you know limit what you can
imagine, Taylor said. We worship at
the altar of information, but my sense
is what is in short supply today are
provocative sets of imagination.
22

January/February 2016

BE OPEN TO POSSIBILITIES

One of the most important

roles within an organization is to
reshape what is possible and to look
for dramatically new ways to solve
an old problem, Taylor said. Look
for services and offerings and experiences customers dont know they
want until you provide them to
them, he explained.
A challenge within any business,
particularly those that have experienced leaders, is that it can become
harder to see new opportunities and
recognize important patterns because
expertise and knowledge can get in
the way of innovation, Taylor said.

COMMUNICATE ACROSS
THE GENERATIONS

Particularly in family businesses

that include multiple generations,
it is important that different age
groups communicate with each other. There needs to be conversations
where the new, young crowd says to
the predecessors, We want to make
sure you dont get too comfortable
with the formula of success youve
had up until now. Weve grown up
with a different technology and
with different expectations of customer service, Taylor said. They
have to be the force that tries to
get the older generation dissatisfied
with the status quo and open their
mind to a new willingness to experience new opportunities.

INVEST IN TECHNOLOGY WISELY

Technology can be a powerful

force in any company, but it is best
used when it enriches a companys capacity for human connection and interaction with their customers, Taylor
said. Dont look at technology as a
way of eliminating the human touch
but to provide it, he explained.

Technology, such as self-serve kiosks,

can enhance the customer experience
because it eliminates the opportunity
for error. Customers who order their
own stuff are more accurate, Taylor
said. The question then becomes,
With that staff resource freed up, what
does it allow our employees to do to
add to the experience to make it more
fun, interesting and colorful so now
customers are pleased that they got the
sandwiches they wanted and the experience is more memorable?

OFFER A PERSONAL TOUCH

Taylor said that in a world with

increased focus on technology, anything business leaders can do to infuse
their organization with small gestures,
little touches, modest symbols or rituals to show customers that were treating them not as a data point as a demographic or market segment, but as a
real life flesh and blood human being
holds value, adding that for business
owners, it is just as important to be
kind as it is to be clever.
We cannot loose sight of the human factor in business and you have
to look for opportunities to go the
extra mile, so do a little something
your customers will give you extra
credit for, Taylor said.

Bill Taylor, co-founder of

Fast Company magazine
and a best selling
author, will to present
lessons about strategy, culture, service and
creativity that capture the power of business
at its best during his keynote address on
Monday, Feb. 21, 2016 at 4:30 p.m. at The
NATSO Show. Learn more and register for the
conference at www.natsoshow.org.

GREAT
IDEAS
FROM SAPP BROS.
BY AMY TONER
BY AMY TONER

n September 1617, 2015

more than 30 travel plaza
and truckstop operators
and NATSO Chairmans Circle
members came together in Omaha,
Nebraska, for NATSOs 2015 Domestic Study Tour.
The two-day workshop provided
NATSO members with an opportunity to tour best-in-class retail
locations, gather ideas during presentations by successful truckstop
operators, and network with other

truckstop and travel plaza operators in attendance. Septembers attendees toured and learned from
Sapp Bros. Travel Center locations,
Shoemakers Travel Plaza and Boss
Shops truck service centers.
Whats next? Wawa and Speedway! Following The NATSO Show
2016, the NATSO Foundation is
offering a Post-Show Mini Domestic Study Tour, which will feature tours of Wawa and Speedway.
Learn more on page 25.

As the editor of Stop Watch, I attended the tour to gather the locations best ideas to share with Stop
Watch readers.
The first day of the tour was
spent at two Sapp Bros. locations,
which Ill share about in this issues
member profile. While no stranger
to the magazine or even the member profile department, Sapp Bros.
had plenty of new ideas to share.
Before we delve into the ideas, lets
set the scene.
www.natso.com

23

SAPP BROS. HISTORY

In 1960, brothers Ray, Dean, Lee and
Bill Sapp pooled their money and purchased a Ford car dealership in Ashland, Nebraska. Five years later, they
purchased a GMC truck dealership
in downtown Omaha and in 1966
they purchased 52 acres of ground at
the juncture of I-80 and US Highway
50 in Omaha. Even with the opening
of Interstate 80 three years away, the
Sapp brothers realized the business
potential of the nations largest super
highway and decided to build a truckstop on the ground. They opened the
first Sapp Bros. location on June 7,
1971, in Omaha, Nebraska.
By 1978, a second truckstop had
been constructed in Council Bluffs,
and the company was on its way. More
locations followed and today there are
16 travel centers located in eight states
across the country from Pennsylvania
to Utah, along I-80 and I-70, with a
few sprinkled on Nebraska highways.

TEN GREAT IDEAS FROM SAPP BROS.

CLEAN BATHROOMS.

Sapp Bros. has a companywide

strategy to have very clean and modern bathrooms. They have a button
outside the restrooms to push if the
bathroom is not in satisfactory con24

January/February 2016

dition. If a customer pushes the button, a light illuminates at the fuel

desk. The womens restrooms have
bidets and there are TVs behind the
mirrors in the mens bathrooms.

appointment on the internet to have a

doctor call you. The doctors can prescribe some things. The doctors are
available 24 hours, seven days a week.
It has been a huge savings for them.

LOYALTY PROGRAM.

PROFIT-SHARING PLAN.

BAG THEIR OWN ICE.

WALK-THE-STORE CHECKLISTS.

They extend this focus on cleanliness to the outside and inside of the
store. They do this because women
weigh in heavily to determine where
families stop and cleanliness is a big
factor in their decision. Fulfilling
the brand promise of excellence in
cleanliness costs a lot of money and
takes a big commitment. The managers are required to the walk their
store daily following their Walk the
Store checklist. They take pictures
of any problems and delegate out
the issues. They find taking a picture
is very helpful as it is hard to argue
with a picture. Each month each location performs its own full Walk the
Store. Every quarter management
visits each location to do a Walk the
Store and they give the stores a score.
Those monthly scores are combined
for a yearly contest. The winners receive a trophy and bonuses.

TELEDOC.

Sapp Bros. health insurance

plan covers Teledoc, which is a health
insurance plan that lets you book an

The company has a loyalty

program for the drivers. Loyalty program participants receive a penny
a gallon towards purchases in the
store, restaurant and shop. They also
award rewards for shop work. They
administer the loyalty program using
the PointstoPartners software.
Sapp Bros. has a profit-sharing
plan. They share profits with the
employees, creating strong partners
in their business. Also, most of their
general managers are stockowners
in the company, which means they
own a piece of the company. Their
employees are essentially working for
themselves, which creates a strong
sense of ownership.
They bought extra big ice machines and bagging machines so that
they can sell their own ice rather
than buying it. This allows them
to aggressively price it, which then
drives other retail business.

GATHER GREAT IDEAS TO IMPROVE THE

PERFORMANCE OF YOUR BUSINESS DURING
THE POST-SHOW MINI DOMESTIC STUDY TOUR
Like These Great Ideas?
Register for Post-Show
Mini Domestic Study Tour!
Feb. 25, 2016
Wawa and Speedway Truckstops
Lake Buena Vista, Florida

FREE STEAK.

The shop offers a free steak with

a full-service oil change. They make
sure to advertise this with consistent
messaging throughout the location.
This has really driven up shop sales.

GRAB-N-GO.

Sapp Bros. has invested in openair coolers and hot cases to showcase
their grab-n-go items, including cold
and hot sandwiches, pudding, Jell-o,
salads and wraps. They believe offering a quality product made fresh is
the selling point to make this profit
center succeed. They also believe the
placement of the hot cases and openair coolers is very important.

AGGRESSIVE
EMPLOYEE SALARIES.

With unemployment at 1.6 percent,

competition for employees is tough.
They did a wage analysis at their company to make sure they are paying
above the competition.

10

Join your fellow travel plaza and

truckstop operators for a Post-Show
Mini Domestic Study Tour in Lake Buena
Vista, Florida. Attendees will tour Wawa
and Speedway truckstops.
The study tour provides NATSO members
with an opportunity to:

Tour best-in-class retail locations;

Gather great ideas during presentations
by successful truckstop operators; and
Network with other truckstop and travel
plaza operators in attendance!

The attendee registration fee is $300 for

members and $600 for non-members.
(The registration fee does not include
hotel accommodations, travel expenses
or incidentals. It does include a meal
and bus transportation.)
Visit www.natsoshow.org for more
information and to register. Or contact
Kimberly Roberts atkroberts@natso.com
or (703) 739-8573. Registration must be
complete by January 29, 2016.

EMPLOYEE REFERRALS.

Lastly, Sapp Bros. has changed

the way it recruits employees. They
dont advertise in papers or online.
Instead they recruit using referrals. A
large percentage of their hires are from
referrals. They pay well for referrals.
They think this is money better spent
than an ad in the paper.

www.natso.com

25

GREAT IDEAS IN ACTION

Have questions on this GREAT IDEA? Weve tapped Bobby
Berkstresser to share more and answer questions on his idea during
the Opening Workshop: Great Ideas! for Independent Operators on
Mon., Feb. 22, 2016 at 1:45 p.m. at The NATSO Show.

CAT Scale can help

you bring more money to your
bottom line. CAT Scale is the worlds leader
in public certified truck scales.
Professional drivers seek out locations that
have CAT brand scales to weigh their loads.
No start-up costs. Easy to operate.

Where: White's Petro

Stopping Center
GREAT IDEA: PHARMACY
In the fall of 2015 Whites Petro Stopping Center in Raphine, Virginia,
added a number of new amenities
including a pharmacy. Owner Bobby
Berkstresser first began thinking about
adding the pharmacy when they added
a doctors clinic in 2012. The truckstop is in a rural area and so is about 15
minutes away from the closest pharmacy. This year with the clinic seeing
as many as 7080 patients a day and
of course giving many of those patients
prescriptions, he felt it was time to pursue his idea. Their first step was to do a
demographic study, which found that
a pharmacy at their location could be
profitable with local traffic alone.
Their pharmacy is a franchise
through Medicine Shoppe Pharmacy.
Medicine Shoppe provides them with
support for everything from choosing
their computer system to filling out
the monthly state reports. It is a 30day process before you can really begin
filling prescriptions. In addition to being open 30 days, the pharmacy has to
have a DEA number and state license,
then you can sign contracts with each
healthcare company.

For More Information

1-877-CAT-SCALE
catscale.com

HAVE A GR EAT IDEA YO U WA

26

January/February 2016

NT TO SU BM IT?

tion picture of your

Send a high-resolu
hind
a and the story be
locations great ide
m.
.co
tso
na
r@
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ato
it to Amy Toner at

REG Ad
BC