QuikTrip is a convenience store chain located in the southwest United States that also sells gasoline. The company has about 600 stores and it is known for doing things right. Stacia Naquin recently wrote an article for The Arizona Republic which discussed a customer named Gary Whitman’s experience at a QuikTrip store not far from my house. Here’s what he had to say, “The staff is very friendly and efficient in handling everyday chores. But the friendliness of the clerks and management goes beyond what is required of them. They make me feel at home when I go in.” This, in turn, rubs off on QuikTrip’s customers. Mr. Whitman went on to say, “When you go in and out of the store, customers hold the door open for each other. That doesn’t happen at the other convenience stores.” I decided to check this out myself, so I went to this particular QuikTrip store a few days ago. The first thing I noticed is that there was a steady stream of customers going into and coming out of the store. Furthermore, as I approached the door, the customer ahead of me, opened the door for me and continued to hold it open as several other customers exited the store. This is a great example of how kindness begets kindness and, from what I’ve read and heard, that kindness pays off in a big way on Quiktrip’s bottom line.

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