Why Variety and Consistency Wins
With Brian Nay, Director of Field Services at RaceTrac
Brian describes how Racetrac has evolved to fill the needs of the modern consumer. He and Sid discuss the importance of technology in maintaining operational efficiency, and how to deliver a consistent customer experience.
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ServiceChannel
Welcome to Elevating Brick and Mortar.
The podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Brian Nay, Director of Field Services at RaceTrac. Racetrac, a family-owned company, owns and operates more than 550 RaceTrac gas and convenience store locations across seven southern states, and more than 200 RaceWay stores in 12 states across the Southeast.
About the Guest
After starting his Racetrac career in the stores, Brian worked his way up through the operations arm of the business before moving to the corporate office in the support center. There he ensured the success of the work order management system, and looked for new features to roll out. He now works in the Director position to work closely with store support teams to make sure brick and mortar maintenance runs smoothly.
“Whether you’re in Miami or Dallas or all the way up in Indianapolis, we want the same, consistent experience for our guests. Being able to work with our operations team and providing that experience is part of the brand image.”
— Brian Nay
TIMESTAMPS
** 00:26 – All about Racetrac
** 01:31 – Brian’s journey
** 03:14 – Maintaining a brand promise
** 05:13 – Building customer loyalty
** 10:40 – How operations ensure consistency
** 17:31 – How to manage cost, but have quality
** 19:21 – Attracting skilled technicians
** 22:45 – The importance of evolving
** 33:07 – Brian’s advice for the industry
** 36:14 – Where to find Brian
** 36:33 – Sid’s takeaways
SPONSOR:
ServiceChannel brings you peace of mind through peak facilities performance.
Rest easy knowing your locations are:
- Offering the best possible guest experience
- Living up to brand standards
- Operating with minimal downtime
ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers.