Service Still Sells
No Service; No Wait; No Customers
Lex Brodie’s is one of the few reamaining gasoline stations in Honolulu that will “fill it up” for you. They won’t check the tires or clean your windows, but they will pump the gasoline. As I approached their Queen St. location yesterday I noticed the line for gasoline going out into the street. I’m one of the few people I know that still likes (even insists on) service, and I was low on gas, so I got in line. As I sat there waiting (working on my iPhone) I was thinking that business must be real good, I saw two people in front of me get tired of waiting, pull out of line and drive away. I am sure they found gasoline somewhere else. I am also sure that Lex Brodie’s didn’t know they lost those two customers.
As I got into the driveway I noticed something new; they have added some options. You can serve yourself (only) in one lane and use another for cash only. It was interesting to see that the cars waiting in line were all for the credit card lane WITH service. That’s the way they all used to be. The other two lanes were not only empty, but everyone wanting service was forced into one lane, thus creating the wait, and lost business. My next thought was, “I wonder who came up with that idea?” After that, I thought, “I wonder how much longer it will be before the service line is gone forever, along with a lot of customers who can pump their own gasoline at any number of other ‘No Service’ stations?” I will continue to insist on and be willing to pay for true service.
December 18th, 2008 at 12:04 pm
You save money pumping your own gas. I don’t see your problem doing that. Even women do it.
December 18th, 2008 at 12:08 pm
I live in Oregon and the service stations here are all “service” oriented. The only people who pump gas are those that work in the gas station. In fact; it’s the law.
I don’t know if it’s a safety thing or we are just more customer friendly, but I hope it stays that way.
December 19th, 2008 at 5:05 pm
You wrote about not pumping your own gas in an earlier blog. That’s certainly your right, but I want everyone to know that it IS less expensive to pump your own. I used to be afraid of the gas pump, but now I’m comfortable with jumping out of my car and doing it myself. (I use hand sanitizer afterwards.) I DO want personal service when it comes to checking the air in my tires, and the guys at my station refuse to accept a tip for doing this for me.
December 19th, 2008 at 6:18 pm
Mahalo Pam,
Yep, I do recall that earlier post, in fact I re-read it prior to posting this one. I also think most people know that the “no service” side is cheaper. My message in this particular posting was slightly different, and that is that many people will opt for a higher price to get good service. The same is true in retail stores. Apple prove4s that every day.
At this particular time no one wanted the “no service” in spite of the big price signs. Sometimes I think I am alone in my attitude about this, but seeing this today showed that I’m not. That was my message.
December 19th, 2008 at 7:22 pm
Glad my message gave you a chance to clarify yours, in case anyone missed your point.
December 20th, 2008 at 11:20 am
I sure didn’t miss the point. Ron is not the only one above pumping his own gas. I pump mine, in fact I even like the smell on my hands afterwards.