What's Happening?
Crystal Maggelet, CEO of Maverik, highlighted the importance of treating employees well to ensure excellent customer service during CSP’s Outlook Leadership conference. Maggelet emphasized that as a family business, Maverik focuses on supporting its team members and communities. The company implements the 'titanium rule,' encouraging employees to treat others better than expected. Maverik also engages in community support through store budgets and partners with Feeding America to donate surplus food. Maggelet shared a story of employees assisting an elderly customer, illustrating the positive impact of empowered staff.
Why It's Important?
Maverik’s approach underscores the broader business principle that employee satisfaction directly influences customer experiences. By fostering a supportive work environment, companies can enhance service quality and build stronger community ties. This strategy not only benefits customer relations but also contributes to employee retention and morale. As businesses navigate economic uncertainties, prioritizing employee welfare can be a crucial factor in maintaining operational stability and customer loyalty.
What's Next?
Maverik plans to complete its rebranding efforts in the coming months, which Maggelet views as a positive step for the company’s future. However, she expressed concerns about economic changes affecting business planning. The company will continue to focus on community engagement and employee empowerment as key elements of its growth strategy.
