Is Truck Stop Customer Service Improving?

[ATeam]

Being one to avoid truck stops more than stay at them, I am not the best-informed on this, but being pleasantly surprised by what I recently saw at a Flying J, I am wondering, is customer service improving as truck stops try harder to serve truckers and win business?

The new pasta bar at the Flying J in Pontoon Beach, Illinois, got me to wondering. The food was cooked to order, served hot and very tasty. Having previously concluded that Flying J food was so bad that they could not give it away (literally, the free food coupons they sent us went unused), I was surprised to actually enjoy a meal at Flying J.

The next morning a waitress took our breakfast order and actually smiled as she approached the table. That food was edible but nothing special. We did not have to ask her to wipe down the table after we were seated. It was already clean; another surprise. The grounds were clean and well maintained (all street lamps worked). The pump islands and RV dump station had functioning hoses and clean surfaces. The trash cans were not filled to overflowing. The paper towel dispensers actually had paper towels in them. The bathrooms were also clean and well stocked.

Flying J went into Chapter 11 bankruptcy a while back, I believe mostly because of difficulties with its pipeline and refinery operations. I am wondering if Flying J may be focusing on its customer service more as it strives to come back.

TA, which owns Petro, has announced cutbacks due to the economy but at a recent visit to the Bordentown, New Jersey, Petro, we noticed improvements there too. They have a way to go before getting back to their better service days, but they at least appeared to be trying.

What are you seeing out there? Are truck stops getting any better?

 

[OntarioVanMan]

Yes...Phil...We've noticed a slight improvement at some...but the managers also have to be more proactive and stay on the employees more to make the change..old sloppy habits die hard...
Can't remember which one it was but a J and the staff were actually cleaning walls and scrapping out that black stuff from the corners....it sparkled...seen the manager walking around in the morning doing her morning inspections inside and out.

 

[layoutshooter]

We have notice a slight change on a store by store basis. The Petro in Bordentown did look a bit better last week. The staff was more attentive and smiled, a little. That place needs to shut down for a few days and be steam cleaned. There is "crud" on the walls of the restaraunt that has been there since it openned. Layoutshooter

 

[OntarioVanMan]

A store will only be as good as the manager and regional manager are....for a minimum wage worker there is not a lot of motivation to work or find something to clean without being pushed by the managers...its human nature in the industry...the more active a manager is the better the store will be....

 

[layoutshooter]

It is up to the manager to insure that they get the best out of thier employees AND the employee SHOULD take pride in thier work, requardless of the wage. Managers need to motivate and encourage rather than force and mandate. It always worked for me when I managed people. In fact, it is easier to work that way then through force. Makes for a more pleasent work environment. Layoutshooter

 

[OntarioVanMan]

The condition of the truck stop is a direct reflection of the managers abilities...sure there is budget restrictions from home office...but a good manager will find ways...to Git-R Done.

 

[MentalGiant]

Well, have you noticed how much better the Wal-marts in Arkansas look, than the others in most states? Its because the big wigs tend to visit them more frequently since they are closer. So, to keep them happy, the managers and regional managers work harder to make sure they look good for those frequent visits. I speak from experience on this one. I did work for Wal-mart for a few years. I worked at the Fr. Smith, AR store for about 1 1/2 years and the managers worked hard on keeping the store looking good, which meant making us work harder. lol Then I transferred to the Jonesville, MI store and worked there for aobut 1 1/2 years. What a big difference. Comparing the two stores, everything at the Jonesville store was done half assed. So, guess it really depends on the home office how hard they are pushing the managers to do a good job. And let me tell you, if I tried to give any advice on how it was done in another store, they let me know they didn't want to hear it. Couldn't stand the store manager because of that, because he couldn't take suggestions how something could be done better because he was set in his ways.

 

[OntarioVanMan]

Thats like the Pilots in the Knoxville area...sparkling...with the head office so closer that any commuting exec might stop in for morning coffee...

 

[mjolnir131]

Thats like the Pilots in the Knoxville area...sparkling...with the head office so closer that any commuting exec might stop in for morning coffee...

That appears not to work for Love's some of the poorest Love's that i have seen,are in OK

 

[Slo-Ride]

I have no use for truck stops other then fuel,,flat tires,,showers.
I cant think of any products they sell thats usefull to me that i cant get cheaper elsewhere.They are called truck stops,why? I look at them as small clearing houses for junk products. my opion is they seem to cater to the autos and fast food.How many time have ya lost more then 1/2hour off your logs while @ the fuel island because the guy in front of ya is standing in line at fast food counter
But if I had to choose,,Flying J..I would say they are the cleanest place to eat.

 

[MentalGiant]

Lets not forget Iowa 80 Truck Stop.

 

[Slo-Ride]

Lets not forget Iowa 80 Truck Stop.

Note to self; Think before ya post
Was thinking in line of the three I see everyday for the most part in my area. (the big 3)


Yep thats a good one,just leave check book in the truck.

 

[Jack_Berry]

.....here at pilot we have the fine art of making drivers stand in line down to a science.


....here at pilot we will crab at you about y-o-u-r incorrect transflo code while our employee types in the wrong letters.......

 

[BEARTRUCKER]

It all depends on staff and staffing and if management is willing to come out of their office and "man" the service desk when they get slammed. We prefer a J over a T/A because we have our J cards "linked", when we fuel each card gets a shower, that wat when we are on a long govt run, one of us can man the truck and the other can take shower. We avoid Petros because of the silly way they award showers, they don't allow team showers as in T/A or Pilot. You need TWO cards, on during fueling and another to bring in to the fuel desk so they will put a shower on that card.
As far as cleanliness - J's are better than Petro, T/A varies, Pilots are good. We don't do Loves - thier stores are too cluttered to make it to the fuel desk and their showers are worse than the T/A in Northbend, WA.
Food wise depends also. Been to some J's where the buffet was great, others a joke. Petro has the best mashed taters. T/A also varies.

 

[flattop40]

I too had the privilege of eating at that pasta bar 2 weeks after they converted from the Magic Dragon in Pontoon beach. I was extremely pleased. I hope they convert at least 1/2 of all their magic dragons to the pasta bar.

 

[MentalGiant]

Note to self; Think before ya post
Was thinking in line of the three I see everyday for the most part in my area. (the big 3)


Yep thats a good one,just leave check book in the truck.

Geez, I have to start keeping notes? The string on the finger always worked for me, just having problems which string is for what reminder.

 

[MentalGiant]

We just stopped in at Flying J in Dimmick, IL and we bought food from the Magic Dragon. I was getting the deluxe platter, the first one ask for was the sweet and sour chicken. I watched as the lady was putting it in the carry out container and she put four, yes count 1,2,3 and 4 pieces of chicken and then asked what I wanted next. I told her can I have more chicken than that? She looked at me puzzled and confused. I told her I only see 4 pieces of chicken in there. If thats all I'm getting, I don't want it. She puts 2 more pieces in and looked at me like I was trying to rob them or something. Then I after that, she asked if I wanted a drink with that. Then I was confused. I said, does the drink not come with the price of $6.99? All the other Magic Dragons I've been to always gave me the drink for that price. Then she start to back out like she didn't even ask me if I wanted a drink. I know Flying J is filing bankruptcy, but is this how they are going to be now, trying to be cheap on the drivers expense?

 

[ATeam]

Thats like the Pilots in the Knoxville area...sparkling...with the head office so closer that any commuting exec might stop in for morning coffee...

There is a true story about a Flying J general manager who was called into the store late at night by an assistant manager. The general manager was mortified when he entered the building and saw Jay Call, the founder of Flying J, scrubbing the floor. The floor was in unacceptable condition in Mr. Call's eyes and he went straight to work to fix it. Something tells me that manager never let the floor get dirty again.

By the way, the reason there are dividers between the urnals at Flying J and solid doors you can close when sitting down in the bathroom is Jay Call was a modest man. He wanted his customers to have the same privacy he wanted in a public rest room.

It makes me wonder if the Pilot management team are a bunch of exhibitionists or peepers. Some of those Pilot urinals are mounted so close together that you might as well share one with your similarly occupied neighbor.

 

[bluejaybee]

It makes me wonder if the Pilot management team are a bunch of exhibitionists or peepers. Some of those Pilot urinals are mounted so close together that you might as well share one with your similarly occupied neighbor.

I often wondered if there would ever be "something" that I whole heartedly agreed with you Phil. I believe without a doubt, the afore mentioned line, is it. Whew! I was beginning to wonder. But there it is.

I have had the guy next to me hang his finger in my pockets trying to unzip. Now, that's close!

 

[BEARTRUCKER]

Speaking of Flying J:
Wondering why they sell beer and tobacco and coffee but no lottery? Or am I assuming they are Mormon based?
THIS IS NOT MEANT TO BE A FLAME AGAINST MORMONS!
Just wondering since they are Utah based.