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C O M
MAY/J U N E 2 01 6
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WO R K I DEAS!
SHO P
CHAIRMANS LETTER
B
DON QUINN
CHAIRMAN OF THE BOARD
CHAIRMANS LETTER
customers. There is no telling what
you might come up with.
Sometimes our ideas are outside
of the normactually, the best ideas
tend to be outside of the norm. But
we cant be afraid to swim upstream.
When we go against the current, we
can find our niche.
But let me tell you, when you decide to go against current, people
will waive you down and try to
stop you.
When Walt Disney tried to distribute Mickey Mouse in 1927,
people told him the idea would never work. Clearly, they were wrong.
Sometimes all you can do is smile
and nod while trudging forward.
As businesses and our operating environment grow and shift, change is
necessary. We have to be open to that
There are so many ways NATSO assists operators, but I am a firm believer
that the more you give, the more you
get. The more involved you get with
our industrys association, the more
operators you will meet, the more
vendors you will connect with and the
more you will learn about the opportunities within the industry.
Developing that deeper understanding, increasing your knowledge
and growing your network will pay
great dividends both professionally
and personally.
Best regards,
Don Quinn
Sapp Bros. Travel Centers Inc.
NATSO 2016 Chairman
WWW.NATSO.COM
MAY/JUNE 2016
THE MEMBER MAGAZINE OF NATSO, REPRESENTING THE TRUCKSTOP AND TRAVEL PLAZA INDUSTRY
C OVE R STO RY
16 The NATSO Show
2016 Highlights
FEATU R E S
08
09
TRANSLATING TRUCKING
TRENDS INTO PROFITABLE
ACTION ITEMS
Chairman
Don Quinn
Editor
Amy Toner
Associate Editor
Mindy Long
16
20
D E PARTM E NTS
03
07
23
14
26
Chairman's Letter
FOCUS ON SERVICE,
EMBRACE CHANGE
06
Great Ideas!
DOES YOUR
TRUCKSTOPS CURB
MESSAGING DRIVE
BUSINESS?
FROM MILKSHAKES
TO MOTORCYCLES:
OPERATORS GET CREATIVE
IN THEIR PARKING LOTS
Compliance Corner
UNDERSTANDING
REQUIREMENTS
SURROUNDING TOBACCO
Foundation Update
THE NATSO FOUNDATION
LAUNCHES ONLINE
TRAINING: HOW
TRUCKSTOPS HELP PEOPLE
24
CONSUMERS SLOWLY
EMBRACE MOBILE
PAYMENTS; LOCATIONS
PREPARE FOR THE FUTURE
Member Profile
CHANGES AT LANCASTER
TRAVEL PLAZA BOOST
CURB APPEAL
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.
Is
How
Is
We know nearly all over-the-road drivers enter the store after fueling unless
you have technology that enables
them not to, but what percentage of
fueling gasoline customers enter your
store after fueling? Taking it one step
further, what percentage of those
customers that actually come inside
make additional purchases after fueling and what percentage simply use
the restroom?
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.
May/June 2016
COMPLIANCE CORNER
David Fialkov, NATSOs vice president, government relations, legislative and regulatory counsel, frequently provides
regulatory toolkits on key regulatory truckstop and travel plaza issues on NATSOs website. We feature a snapshot of the
full toolkit here in Stop Watch magazine.
www.natso.com
BY MINDY LONG
FOOD
SERVICE
is about
MORE
than
FOOD
SPEED OF SERVICE
Speed is often more important than
the actual food consumers are purchasing. Leddy said it is important
to have an offering that consumers
can pick up and take with them.
Speed is of ultimate importance
to the customer today, Leddy said,
adding that fast service appeals to
travelers, truck drivers and locals.
If you were to summarize what
Im talking about today, it is graband-go foods.
Leddy added that todays truck
drivers have two positions in life.
They are either sprinting or pausing, he said. They are either there
to get in or out or because they have
some time to be there.
Leddy suggests operators look at
how theyre using their space. If you
built a 215-seat restaurant 15 years
ago, is that the best use of your space,
Leddy said. Can you do something
else with that?
HEALTHY OPTIONS
Although fast is important, so are
healthy, fresh ingredients. People,
whether they like it or not, are being
8
May/June 2016
DAY PARTS
It is important for operators to break
their business down into day parts,
such as breakfast, lunch and dinner,
Leddy said. In designing your offering for breakfast, speed at certain
times of the day is important, he
said, adding that quality is an important component as well.
For example, a better coffee offering can draw customers. Starbucks is
trying to sell some food with breakfast drinks. You probably have the
opportunity to capture those, he
said. Part of the secret is to try and
improve the beverage offering and
improve the food offering. That will
hold throughout the day for you. If
you want to be good at coffee, freshness is important. That means having
the labor and being rush ready.
In the dinner business, operators
have the opportunity to sell some
add-ons. Decide where you want
to be and be the best in that arena,
Leddy said.
SPACE CONSTRAINTS
Leddy said operators have to look
at how their facility is designed. He
said, Is how youre laid out today
the best use of your space?
Today, the food offering is driven
heavily by time constraints, but that
has a direct effect on space constraints. Leddy said. How you lay
out your facility is really important.
If you dont give it enough space,
youre not going to get the results,
he said.
TRANSLATING
S IN TO
T R U C K IN G T R E N D
PROFITABLE
ACTION ITEMS
BY MINDY LONG
May/June 2016
CHANGING REGULATIONS
Drivers have experienced a number
of regulatory changes in the past few
years and more are to come. Electronic logging devices will become
mandatory in 2017, which will likely
alter their stopping habits.
Electronic logging makes it very
difficult for drivers to now say, I
know Im out of hours but there is
a truckstop I want to go to 40 minutes up the road. We may see a lot
of our customers who were routine
customers have to re-plan their days
and stops, Alsaker said. The question becomes what are the alternatives we can provide to help them
plan their trips and schedules?
Heinz said electronic logging devices might be a blessing for operators. We do well when our customers do well. By the information out
there, it looks like electronic logging devices should be good for our
customers, Heinz said, adding that
the devices are reported to reduce
With both state and local governments looking for new sources of
revenue, fuel taxes are likely to increase. There are a lot of counties
that have the option to impose fuel
taxes. Those that can are doing so,
Cole said. If you happen to have a
truckstop in a county that increases
fuel taxes, you are non-competitive
to the truckstop that is 25 miles
down the road in a different county.
To help work with lawmakers,
Cole said independent operators
could become more active in the political process throughout the year
www.natso.com
11
12
May/June 2016
NEW MEMBERS
NEW TRAVEL PLAZA MEMBERS
COLUMBUS WEST TRAVEL CENTER
2200 W James St.
Columbus, WI 53925
PHONE: (920) 296-9327
CONTACT: Richard Sheard
CUBBYS
1303 Tahazouka Dr.
Norfolk, NE 68701
PHONE: (402) 371-5337
CONTACT: Delone Wilson
EZ TRAVEL PLAZA
706 Moss Hammock Way
Sugar Land, TX 77479
PHONE: (832) 875-0257
CONTACT: Ali Dadwani
GET-N-GO #22
4915 N Cliff
Sioux Falls, SD 57104
PHONE: (605) 338-7676
CONTACT: Dave Vande Kamp
LITTLEFIELD EXPRESS #2
3401 Cavanaugh Rd.
Fort Smith, AR 72908
PHONE: (479) 646-0595
CONTACT: Aaron Littlefield
CALAMP
1365 Dulles Technology Dr.
Suite 200
Herndon, VA 20171
PHONE: (703) 262-4028
CONTACT: Toby Weir-Jones
ACI WORLDWIDE
536 15th Ave., N.E.
St. Petersburg, FL 33704
PHONE: (727) 515-8555
CONTACT: Allison Kazerounian
EMAIL: allison.kazerounian@
achworldwide.com
WEBSITE: www.aciworldwide.com
CHEWPOD USA
P.O. Box 642081
Los Angeles, CA 90064
PHONE: (844) 500-2439
FAX: (310) 775-9756
CONTACT: Chris Tolos
EMAIL: chris.tolos@chewpod.com
WEBSITE: www.chewpod.com
CORE-MARK
P.O. Box 690
Veradale, WA 99037
PHONE: (509) 535-9768
FAX: (509) 535-6204
CONTACT: Mike Palelek
EMAIL: mpalelek@core-mark.com
WEBSITE: www.core-mark.com
SKYLINE PRODUCTS
2903 Delta Dr.
Colorado Springs, CO 80910
PHONE: (719) 884-3752
FAX (719) 392-2075
CONTACT: Cooper Hollmaier
EMAIL: cooperhollmaier@skylineproducts.com
WEBSITE: www.skylineproducts.com
STAYHOLD USA
5657 45th St.
West Palm Beach, FL 33407
PHONE: (516) 227-4094
FAX: (561) 227-4599
CONTACT: Dean Mazzola
EMAIL: dean@stayhold.com
WEBSITE: www.stayhold.com
www.natso.com
13
FOUNDATION UPDATE
he
NATSO
Foundation
launched a new online learning
initiative designed to strengthen
the nations truckstop and travel plaza
industry by delivering comprehensive
educational and safety training materials to truckstop owners, operators
and employees.
With an initial focus on How
Truckstops Help People, the NATSO Foundations first online training
suite will offer four e-learning courses
designed to help teach members of
the truckstop and travel plaza industry how to respond to requests for
help from people in need of assistance
in various life-threatening scenarios.
The first module titled The
Role of Truckstops in Combating
Human Trafficking launched in
January in support of National
Human Trafficking Awareness month
and teaches truckstop owners, operators and employees the warning signs
of human trafficking and how to help
a potential victim.
A second 30-minute course titled
How Truckstops Help the Homeless
teaches how to assist someone who may
be experiencing homelessness or who
is without resources at your location.
May/June 2016
FOUNDATION UPDATE
DONATE TODAY!
The NATSO Foundation continues to seek the critical funds necessary to develop the online training courses in the How Truckstops Help People series.
By donating to the NATSO Foundations online learning initiative, you will
help to strengthen the nations truckstop and travel plaza industry by delivering comprehensive educational and safety training materials to truckstop
owners, operators and employees. Donate today at http://www.natso.com/
natsofoundation/safety_training_program.
www.natso.com
15
HIGHLIGHTS
POWERFUL REMARKS
FROM NATSOS CHAIRMAN
NATSOs Chairman Don Quinn urged
members to focus on service and
embrace change.
>> Learn more on page 3
May/June 2016
www.natso.com
17
MICKEY MOUSE,
TOWER OF TERROR
AND GOOD
NETWORKING
Attendees enjoyed an
evening immersed in the
magic of Disney during the
pinnacle social event of this
years show.
KEYNOTES
Five ahead-of-the-curve keynote
presenters engaged attendees.
18
May/June 2016
SPONSORS
GOLD SPONSORS
SPONSOR
PLATINUM
SCALE
CAT
CAT
SCALE
NATSO thanks the North American Truck Stop Network (NATSN) and
AMBEST for co-locating their board of directors meetings with NATSO.
www.natso.com
19
May/June 2016
COFFEE KIOSKS
Donnas Travel Plaza in Tulalip,
Washington, has had a coffee kiosk in its parking lot since the late
1980s and added a drive-up window
to it in 1993 that four-wheel traffic
and some box trucks can use. Class
8 truck drivers can use the walk-up
service at the kiosk.
Brian Couch, owner of the location,
said the coffee culture in Washington
state is unique. There are probably
more coffee stands/kiosks/shops in the
Seattle area than there are in the rest of
the country combined. There may be
as many as one per 500 to 1,000 people in this state, Couch said, adding
that the kiosk does enough business to
justify having it open from 4:30 a.m.
to around 11 p.m.
We sell espresso and related
drinksmochas, lattes, etc.hot, cold
and blended. We also sell several bakery
goods, donuts, bagels, oatmeal, etc.,
Couch said. One of the more unlikely things we do is that we do a handdipped milkshakecoffee or flavored.
LOCKSMITH
Donnas Travel Plaza also features a locksmith in a temporary
trailer in the parking lot.
MOTORCYCLE COURSE
Lee Hi Travel Plaza in Lexington,
Virginia, has painted a motorcycle
training course on a portion of its secured parking lot. The Virginia Department of Motor Vehicles uses the
space four to six times a year to run
a motorcycle training class. People
drive over it and forget about it when it
is not in use, said Corey Berkstresser,
manager of the location.
PICNIC AREAS
The Coffee Cup location in
Stihl, South Dakota, has added ca
DOG PARKS
Davis Travel Center in Stony
Creek, Virginia, added a dog park to
an empty piece of land at the location.
I cant tell you how many customers
comment on this dog park. We have
added more treats to our store set for
the pets, which has increased our store
sales in the pet category, said Bill
Decker, manager of the location. Our
dog park has really been a big boost as
word gets out from our visiting guest.
Family members telling other members
is a great deal for us.
BY MINDY LONG
21
VISITOR INFORMATION
Muralt's Travel Plaza in Missoula, Montana, has added a visitor
information booth on its lawn. Certified Folder stocks the booth with
brochures about Montana and other
points of interest, said Walt Muralt,
owner of the location.
BOTTLED WATER
Sacramento 49er in Sacramento, California, sells bottled water at
the entrance and exit of its secured
parking lot. Tristen Griffith, man-
CELL TOWERS
Sapp Bros. has placed cell towers on its property to generate additional income, Quinn said. Those
opportunities are certainly there.
Obviously you have to have a place
in your parking lot you have to protect, Quinn said.
When the most recent tower was
built, Sapp Bros. agreed to abate the
rent for a period of time and then
will take ownership of the tower. It
is $150,000 to put it up and then
they get deferred rent for 10 years
or so. They will sign it over to us,
Quinn said.
May/June 2016
23
CONSUMERS
SLOWLY EMBRACE
MOBILE PAYMENTS;
L O C AT I O N S P R E P A R E F O R T H E F U T U R E
24
May/June 2016
Apple Pay
www.apple.com/apple-pay/
Android Pay
www.android.com/pay/
CurrentC
www.currentc.com/
LevelUp
www.thelevelup.com/
Samsung Pay
www.samsung.com/us/samsung-pay/
Square
www.squareup.com/
www.natso.com
25
MAKE MORE
MONEY WITH
May/June 2016
1960
NATSO
CHECK-LINK
ACCEPTED HERE
checklink@natso.com
www.natso.com
$51$125
MILLION
24-HOUR SUPPORT
(800) 956-9160
$388
The average
amount for a check
written by a NATSO
Check-Link driver