The CLEANEST restroom I've ever been in!

Earlier this summer, I finally had my first Buc-ee’s visit. I know, what have I been waiting for? Living in Ohio, I haven’t had the chance to experience one—until now. Driving back from Nashville, I spotted a Buc-ee’s in Kentucky and told my wife, “We’re stopping, whether we need anything or not!”

And WOW! That’s all I should say—but there’s so much more!

In my seminars, I talk about Impact Points—those subconscious impressions that shape a customer’s experience, for better or worse. Buc-ee’s has mastered them:

✔️ A parking lot that was spotless ✔️ Welcoming doors and entryway ✔️ A spotless store, packed with customers but still pristine ✔️ Friendly staff—every single one of them ✔️ Immaculate restrooms (yes, one of the pics is of the restroom!)

They made it easy to be their customer. They made me feel valued and welcomed.

Hours later, we stopped at another gas station for a coffee break. And the experience? The complete opposite. Dirty, unwelcoming, not a smile in sight. I couldn’t wait to leave.

Both places sold the same things. But the difference? One was REMEMORABLE for all the right reasons—the other, for all the wrong ones.

Great service isn’t just about what you sell—it’s about how you make people feel. Buc-ee’s understands that. What about your organization?

Bob Pacanovsky is a keynote, conference, and business speaker and trainer.  The question he often gets asked is- "What do I speak and train on?"  His answer is…“I'm thinking that your organization has some people in it who deliver a consistent, and first-class Customer Service Experience. What I do is help turn every member of the organization into those people”.    How? By giving them the tools to deliver a Black Tie Customer Experience.

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