Customer service at Red Tiles Service Station in Durham, which came out on top in the Best Customer Service specialist category, is all about personal attention and interaction with shoppers, says area manager Tony Middleton.
The site is located on the outskirts of Durham close to a couple of villages so a portion of its customer base are regulars. "Our staff tend to work the same sort of shifts each week so they get to know customers more on a personal level," says Tony. "Staff know who they can banter with and who they can’t, and customers like the interaction and attention they’re given."
A rigorous training programme for all new-starters also helps to ensure staff can handle any situation thrown at them. "We operate a 12-week induction programme and new employees spend four weeks of that buddied up with a longer-serving member of staff who will have come across every issue a cashier could possibly encounter."
Best design and development - sponsored by harvest energy
Motorists could not fail to be impressed by the striking design of Brobot Petroleum’s flagship Southern Gateway site, which was built as part of the regeneration of Corby in Northants and won the Best Design and Development award.
Maureen Tur, area manager for Brobot, says: "We had to create a forecourt that would stand out and be part and parcel of everything that was happening in Corby. We set out to have a stunning site and we achieved that the distinctive curved canopy is an absolute dream. The builders and architect did an excellent job and we’ve drawn a lot of positive feedback from customers so we’re really pleased with it." The curved design of the canopy carries through to the shop, which features innovative curved counters.
The till points aim to provide privacy so transactions are carried out with maximum discretion.
best environmentally friendly outlet - sponsored by wilcomatic
James Graven’s Wisbech Road Service Station, which was leased to BP in September last year, won the Best Environmentally Friendly Outlet award for the second year running. The forecourt in Littleport, Cambridgeshire, which opened in November 2010, embraces a wealth of environmental features. Great design has been built into every aspect of the forecourt with clear messaging for customers about the recruitment of local staff, local products and energy-saving features through the store and forecourt.
The forecourt canopy harvests rainwater for use by the toilet and jet wash. Jonathan James, who was running the site with his wife Rebecca until the lease deal to BP, says: "This is really important in East Anglia where rainfall is notoriously low and it also reduces the pressure on the local potable water supply."
The lighting at the site is all LED and there is an acoustic mound and fencing to minimise any noise pollution.