www. n a t s o .

c o m
THE MEMBER MAGAZINE OF NATSO, REPRESENTING THE TRUCKSTOP AND TRAVEL PLAZA INDUSTRY
STOPWATCH
www. n a t s o . c o m
THE MEMBER MAGAZINE OF NATSO, REPRESENTING THE TRUCKSTOP AND TRAVEL PLAZA INDUSTRY
MEMBERS
CONNECT
Knowledgeandinsights shared
at TheNATSOShow
FredJubitz (left), president andCEOof Jubitz Travel Center,
withBill Vollenweider, president of theDetroiter Travel Center
MARCH/APRIL 2011
Worldwide
supplyand
demandindicate
higher fuel prices
in2011
Thought Leader:
Fast Company
co-founder
Bill Taylor
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MARCH/APRI L 2011 STOPWATCH 3
I
know that each of us is thrilled to see the economy
turning the corner. Last year was better than the
year before. And I believe that 2011 will be better
still. GDP is inching back up. The Federal Reserve has
said that consumer borrowing is growing, a sign that
consumer confidence is on the rise. Small-business
optimism is at a three-year high.
And the manufacturi ng sector
increased for the 18th consecutive
month in January.
All of this tells me that we are on
our way to an economic recovery
when more freight will translate
into more trucks and even more
drivers in our travel centers,
restaurants, convenience stores
and fueling stations.
Ill be the first to acknowledge
that there are many challenges and
choices still ahead for all of us. The
operating climate of the last few
years and all the obstacles we have weathered
have forced many of us to change the way we do busi-
ness. Weve had to work a little harder, in a lot of cases
with fewer resources.
But what hasnt changed is NATSOs commitment
to you. And at a time when it would be so easy for us
to focus on what seem like the many challenges to
progress, Id like to challenge you to focus on the
opportunities.
I stand here today not only as NATSOs new chair-
man a title I am honored to bear but as a busi-
nessman who serves as a living testament to how
innovation and new ideas can drive your success. Im
also someone who can speak firsthand about how my
success is fundamentally tied to my participation in
NATSO.
Ive been a member of NATSO since 1981. I own
two travel centers in Western Virginia, one of which I
recently purchased. I own Lee Hi Travel Plaza in
Lexington, Va., which Ive operated for more than 30
years. And just last year we had the opportunity to pur-
chase Whites Travel Center in Raphine a property
we completely renovated and refurbished.
Given the tough economy, a lot of folks might be
surprised to learn that last year was one of the most
prosperous that my employees and I have ever had.
When I joined the industry in 1981, I owned a tow-
ing and roadside service business. I was a young man
with a lot of drive and ambition. But I was struggling to
come up with business solutions on my own. It was a
lot like trying to push a boulder uphill, all by myself. I
could see the top, and where I wanted to go. But
somehow, I couldnt quite get there.
All that changed when I joined NATSO and started
attending The NATSO Show. Suddenly I had access to
hundreds of NATSO members. Men and women who
had stood in my shoes and tackled the issues I faced.
Thirty years later, the people who I have learned the
most from, and the people who I consider my closest
friends, are my fellow travel center industry peers.
There isnt a dinner I go to, or a meeting I attend,
where I dont learn something new something that
helps me run a better business.
As NATSO members, on some level, we all have
common needs. And I truly believe that if we work
together, we can find solutions to meet every one. My
biggest goal as chairman is to help our members the
same way that NATSO helped me. And Im challeng-
ing each of you to engage in this organization in a
meaningful way that allows you to help someone else
in our industry.
Best regards,
Bobby Berkstresser
Chairman
CHAIRMANS LETTER
NATSOMembers
StandTogether
This letter was adaptedfrom
Bobby Berkstressers speech
at TheNATSOShow2011.
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MARCH/APRI L 2011 STOPWATCH 5
C ON T E NT S
www. n a t s o . c o m
STOPWATCH
MA R C H / A P R I L 2 0 1 1
Chairman
Bobby Berkstresser
President &CEO
Lisa J. Mullings
Editor
Amy Toner
Associate Editor
Mindy Long
DEPARTMENTS
7 Foundation Update
The NATSO Foundation undertakes
a bold new vision focusing on
education and innovation
8 NATSO Action Report
Protecting the industrys interests
11 Thought Leader
Fast Company co-founder Bill
Taylor on ideas that define your
business
24 NATSOs New Members
NATSO welcomes new allied and
travel plaza members
25 Member Profile
Stamart Travel Centers, North Dakota
COLUMNS
3 Chairmans Letter: Standing together
26 Operator to Operator: Useful technology
FEATURES
12
The NATSO Show 2011
A recap of the events and insights from this
years show
19
On the Rise
Worldwide supply and demand indicate higher
fuel prices ahead
22
All Access
NATSO unveils an ADA compliance toolkit
Page12
TheNATSOShow2011
Page19
Higher fuel prices
onthehorizon
Stop Watch is publishedbimonthly by NATSOInc.,
1737 KingStreet, Suite 200, Alexandria, VA22314.
Copyright 2011 by NATSOInc. All rights reserved. No
part of this publication may be reproduced, storedin
a retrieval system, or transmitted, in any formor by any
means, without written permission of the publisher.
All editorial materials are acceptable andpublished
by Stop Watch on the representation that the supplier
is authorizedtopublish the entire contents andsub-
ject matter. Such entities and/or their agents will
defend, indemnify andholdharmless Stop Watch and
NATSOInc. fromandagainst any loss, expense or
other liability resultingfromclaims or suits for libel,
violation of privacy, plagiarism, copyright or trademark
infringement andany other claims or suits resulting
fromthe editorial materials.
Periodicals postage 024-723 paidat Nashville, TNand
other mailingoffices.
POSTMASTER: Sendaddress changes toStop
Watch, 1737 KingStreet, Suite 200, Alexandria, VA
22314
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1Advance, promote and improve the
travel plaza and truckstop industry through
education, communications, meetings,
andresearchanddevelopment.
Provide education uniquely tailored to
truckstop and travel plazas through
many of the speakers at The NATSO
Show and content delivered in Stop
Watchmagazine.
The Executive Summary of the 2011
Travel Plaza Trends and Forecast
Report released at The NATSOShow
2011 will help members make sound
decisions about their businesses. This
research will be updated annually (see
relatedarticleonpage15).
The McLane NATSO Foundation
Travel Center Index will be published
quarterly to allowoperators to bench-
mark sales figures against competitors
in 18 product categories. The first
report was unveiled at The NATSO
Show 2011 (see related article on
page14).
2 Assist travel plaza and truckstop own-
ers and management in achieving excel-
lence for their industry, customers,
communities andsociety.
Resources on better serving cus-
tomers, such as providing healthy
foodoptions andcomplyingwith new
Americans with Disabilities Act (ADA)
regulations, will be made available to
the industry (see related article on
page22).
Government grants and tax benefits
for alternative energy investments
mean that businesses can reduce
taxes while saving on energy costs.
The NATSO Foundation recently
published a guide on truckstop elec-
trification grants andhas plans topub-
lish a similar guide on energy-saving
investments, suchas lighting.
3 Administer an industry scholarship
program.
Industry scholarships are awarded
every year under the Bill Moon
Scholarship Program to deserving
NATSOmember travel plaza employ-
ees andtheir dependents.
4 Foster knowledge and understanding
of thetravel plaza industry.
The Travel Plaza Industrys Hall of
Fame was established to honor those
who have contributed significantly to
the travel plaza industry. These indi-
viduals notable achievements are
highlighted to serve as a source of
prideandinspirationfor theindustry.
Safety initiatives, such as the founda-
tions emergency preparedness tool-
kit for travel plaza operators, reflect
the industrys commitment to a safe
environment for both employees and
customers.
5 Further other charitable causes that
involve issues of concern or significance to
thetravel plaza industry.
The NATSOFoundation
Adopts a NewVision and
Bylaws andElects a NewChairman
T
o achieve a cohesive vision and strategy, the NATSOFoundation board voted at
its February board meeting to adopt new bylaws that align the NATSO
Foundation more closely with NATSO. The bylaws reflect a newcomposition of
theboardmembers as well as a newmission.
The NATSOFoundation and NATSOboards will continue to operate as two distinct
entities. However, the bylaws changes allowfor more continuity between the groups. In
particular, theNATSOchairman will serve on the NATSOFoundationboardandas part of
the foundations Executive Committee, and the NATSOFoundation chairman will serve
on the NATSOboard. Other changes include that at least one member of the NATSO
Foundation board must be a past chairman of NATSO who is also a regular, active
NATSOmember, and NATSOs Leadership Development and Nominating Committee
will alsoservetheNATSOFoundation.
Since its inception in 1990, the NATSOFoundation has focused on education and
improving the lives of those involved in the truckstop industry. With the recently adopted
bylaws change, the foundation continues with that mission but expands the focus to five
distinct areas. In 2011 the foundation will implement this bold newvision by tackling a
concrete action plan for delivering business intelligence to travel plaza leaders. Here are
someof thehighlights:
The NATSO Foundation Board of
Directors also elected TomHeinz as
the 2011 chairman. TomHeinz is the
president of Coffee Cup Fuel Stops,
headquarteredinDakotaDunes, S.D.
8 STOPWATCH MARCH/APRI L 2011
ACTION REPORT
Protectingthe Industrys Interests
States RampUpPush
for Commercialization
NATSO, in conjunction with the
members of the Partnership to
Save Highway Communities, has
worked to prevent several state
efforts aimed at pressuring
Congress to overturn the federal
lawprohibiting commercial serv-
ices at rest areas.
In what appeared to be an
orchestrated effort, several states
introduced bills in January that
would allow them to move for-
ward with commercial rest areas
if Congress changed federal law.
Washington and Arizona state
legislators introduced bills that
would establish administrative
procedures allowing their state
Departments of Transportation
to quickly establish commercial
rest areas if Congress overturned
the prohibition. Similarly, a
Senate resolution was intro-
duced in Tennessee urging
Congress to allowstates to com-
mercialize rest areas. The
Colorado Legislature introduced
a bill to allow alternative fuel
refueling stations at Interstate
rest areas and state parks. And
finally, the Wyoming State
Legislature introduced legislation
that would allow the Wyoming
Department of Transportation
(WYDOT) to construct and oper-
atenatural gas fillingstations.
In all cases except Arizona,
NATSOand the Interstate busi-
ness coalition were able to pre-
vent the bills from moving
forward. In Washington, NATSO
worked with state groups and
issued an action alert prior to the
Senate Transportation Commit-
tee hearing, urging Washington
members to voice their opposi-
tion to Senate Bill 5218. In
Wyoming, the coalition worked
to amend the bill into a pilot
project to demonstrate the effi-
cacy of natural gas. The bill was
amended to say that only state-
owned government vehicles
could utilize the WYDOT natural
gas filling stations. All references
to public sales or private indi-
vidual or entity were struck from
the bill. Similar efforts took place
inTennesseeandColorado.
Unfortunately, the legislature
in Arizona passed a bill that
included a provision regarding
rest area commercialization. The
provision does not allow com-
mercialization; however, it allows
a process for the Arizona DOT to
lease the rest area land if
Congress ever acted to change
the federal law. NATSOworked
with small business leaders in
Arizona to oppose the provision,
but it was included in a larger bill
that was signed into lawFeb. 17.
NATSOtoHost Day on Capitol Hill May 1011
NATSO will host its annual Day on Capitol Hill May 10-11 in
Washington, D.C., so that lawmakers can hear about critical issues
facing the truckstop and travel plaza industry. As Congress debates a
long-termhighway bill, the truckstop industry must actively voice its
opposition to issues adversely affectingInterstate businesses, such as
rest area commercialization and the expansion of tolls on existing
highways.
As part of Day on Capitol Hill, NATSO also will host its annual
Congressional Pie Reception on May 10 from 5-7 p.m. NATSOs
annual pie reception is a hallmark event on Capitol Hill, giving
NATSOmembers an opportunity tomingle with lawmakers andtheir
staff over a sliceof piefromNATSOs truckstopmembers.
Please consider attending NATSOs Day on Capitol Hill and help
advance the legislative goals affecting the truckstop and travel plaza
industry. For more information, visit www.natsodayonthehill.com
or contact Brad Stotler, NATSO director of government affairs, at
(703) 739-8566.
MARCH/APRI L 2011 STOPWATCH 9
The provision was part of the
Arizona Competitiveness
Package, which includeda mix of
targeted business incentives and
broad tax reforms designed to
spur theArizona economy.
The rest area commercializa-
tion provision had been included
in more than one piece of legis-
lation and was ultimately slipped
into a need to pass piece of
legislation. NATSOwill continue
to work with our state partners in
fighting these misguided pieces
of legislation and continue to
advocate on Capitol Hill to keep
the longstanding rest area com-
mercializationprohibitionintact.
In February, Convenience
Store News featured a guest
column by NATSO immediate
past chairman Scott Paulson dis-
cussing the threat of expansion
of rest area commercialization on
Interstate businesses and the
communities those businesses
support. In the article State-Run
Travel Plazas Rob Peter to Pay
Paul, Paulson said that most
state governments are strapped
for cash and will continue to des-
perately pursue any and all
options to raise revenues, includ-
ing turning their backs on the
small businesses and communi-
ties alongtheir Interstates.
Paulson, who is a partner in
Silco Oil Co. with locations in
Colorado and Arizona, said loca-
tion is the single most important
factor when it comes to long-
term success of an Interstate-
based business. If states are
allowed to set up shop at rest
areas, they would have access to
prime locations and the years
and dollars invested to build his
business wouldbewasted.
For the latest information, visit
www.jobsnextexit.com.
NATSOMembers Urge
Federal Reserve
Chairman toImplement
Interchange Reform
A number of NATSO members
recently signed on to a
Merchants Payment Coalition
(MPC) letter to Federal Reserve
Chairman Ben Bernanke
requesting that new rules gov-
erning interchange fees on debit
card transactions require a fair
and transparent fee systemsimi-
lar tocheck cashingpractices.
The Federal Reserve currently
is in the middle of a rulemaking
process following passage of
financial reform legislation that
empowered them to regulate
debit interchange fees. The law
requires that debit card transac-
tion fees charged to retailers be
related to actual transaction
costs. The proposed rule would
cap the debit fees charged to
merchants at 12 cents, com-
pared with the current fee, which
averages about 1 percent of the
purchaseprice.
This rulemaking, expected to
be finalized in spring 2011, is crit-
ical for retailers.
In recent years, credit card
companies have set interchange
fees without regard for their
impact on merchants and con-
sumers. Unlike check cashing
systems, interchange fees flowed
to the merchant fromthe credit
card issuer. These fees have
increased significantly, despite
technological advances, making
it extremely difficult for businesses
to plan, budget and make hiring
decisions.
The MPC, of which NATSO
is a member, is urging Federal
Reserve Chairman Bernanke to
implement routing reforms that
would end central price fixing
by credit card companies as
well as unpredictable rates by
utilizing the model of the check
cashing system.
NATSOSubmits
Comments toWeights
andMeasures Officials
on Biodiesel Disclosure
Regulation
NATSOin January attended the
National Conference on Weights
and Measures (NCWM) Interim
MeetinginDallas, Texas, toadvo-
cate for changes to the biodiesel
and biodiesel blends section of
theEngineFuels andAutomotive
Lubricants Regulation.
NATSO, along with other
petroleum retailing groups,
urged the NCWM to modify
proposed regulatory language
to require refiners and terminals
to disclose the exact percent-
age volume of biodiesel in
diesel fuel on product transfer
documents. Currently, the regu-
lation only requires upstream
refiners and terminals to indi-
cate that diesel may contain up
to 5 percent biodiesel. For
downstream blenders, it is criti-
cal that refiners and terminals
disclose the exact volume per-
centage of biodiesel to ensure
that over-blending does not
occur. The conference formed a
stakeholders working group,
which includes NATSO, to work
on compromise language for
the regulation.
NATSOSupports ATAin
Grassroots Campaign
As part of its effort to contest
the Federal Motor Carrier Safety
Administrations (FMCSA) Dec.
23 proposal to change the
hours-of-service (HOS) require-
ments for commercial truck driv-
ers, the American Trucking
Associations (ATA) reached out
to truckstops for its grassroots
campaign aimed at helping
thousands of truck drivers voice
their objections.
ATA asked truckstops to
make information packets avail-
able to drivers at their locations.
To support the efforts, NATSO
distributed information to mem-
bers. The information packets
included a letter truck drivers
can sign and fax to FMCSA
protesting the changes to feder-
al driver work and rest rules.
Driver comments were due on
Feb. 23.
ATA has said adoption of the
proposed rule will reduce the
trucking industrys productivity
and jeopardizes safety advances
made in recent years.
FMCSAs recent proposal to
change commercial driver work
and rest rules stands to reduce
the maximumdaily driving time
by one hour to 10 hours per
shift; reduce the maximum
daily working time window by
one additional hour to 13 hours
by requiring drivers to take a
30-minute break every seven
hours; and extend the 34-hour
restart period, which allows
drivers to reset their weekly
clock for on- and off-duty
hours, to i nclude two
overnight, six-hour rest periods
between midnight and 6 a.m.
and limit the restart to once
every seven calendar days.
Ben
Bernanke
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MARCH/APRI L 2011 STOPWATCH 11
The event was in a cheerful setting,
but the mood was somber. Most of the
talk emphasized howbrutally competi-
tive the business had become. Market
forces were wreaking havoc on profit
margins; mergers and acquisitions were
reshaping the competitive landscape;
customers were becoming tough,
demanding, fickle. Soundfamiliar?
It was enough to make me, as an
outsider, feel sorry for the group until
one industry expert explained the real
source of the problems. This consultant,
whose firmhas conducted thousands of
mystery shops and interviews with
front-line employees at retail banks, told
the gathering that during their visits, his
researchers always ask employees a
simple question: As a customer, why
should I choose your bank over the
competition? And two-thirds of the
time, he said, front-line employees have
no answer to that question they
either stay silent or make something
uponthefly.
The audience wasnt all that sur-
prised. I was stunned: How can any
company of any size expect to outper-
form the competition when its own
employees cant explain simply and
convincingly what makes themdiffer-
ent from the competition and better
thantheyveever been?
Think about it. If that consultants
researchers walked through your truck-
stops and started tapping your people
on the shoulder, would they have
something clear and convincing to say
about what makes you different and
better? Would what they say stand out
from what employees at other truck-
stops would say? And would most of
your people say more or less the same
thing is there a shared mindset
about what makes you special? What
do you promise that no one else can
promise? What do you deliver that no
one else can deliver?
Heres the simple lesson: Its not
good enough anymore to be pretty
good at everything. Your operation has
to become the most of
something the most
affordable, the most con-
venient, the most colorful,
the most obsessed with
service. For so long, com-
panies and their leaders
were comfortable operat-
ing in the middle of the
road. That is, in theory, where the cus-
tomers were, thats what felt safe and
secure. But today, with so much
change, so much pressure, so many
new ways to do just about everything,
the middle of the road has become the
road to nowhere. What are you the
most of and how do you become
evenmoreof that?
Over the past months, Ive thought
back often to what I heard at that con-
ference, and to the companies Ive met
in all sorts of industries that are deliver-
ing positive results in difficult conditions.
My conclusion: You cant dobigthings if
youre content with doing things a little
better than everyone else. The only way
to stand out fromthe crowd is to stand
for somethingspecial.
So set aside the products and servic-
es around which youve built your busi-
ness. What are the ideas that define
howyou do business and that distin-
guish you from how everyone else in
your fielddoes business?
All those bank employees couldnt
answer any of those questions very con-
vincingly. Canyouandyour employees?
Andif not, why doyou think you or your
company aregoingtowin?
Why ShouldI DoBusiness with You?
BYWILLIAMC. TAYLOR
spend much of my time speaking to
business audiences, but I learn the
most when I listen to the audience.
Consider, for example, what I learned at
a gathering of retail bankers from across
the country a lesson that applies to the truckstop
business just as much as to the financial business.
William C. Taylor is the co-
founder of Fast Company maga-
zine and the author of Practically
Radical: Not-So-Crazy Ways to
TransformYour Company, Shake
Up Your Industry, and Challenge
Yourself (WilliamMorrow, 2011).
Bill Taylor inspired attendees at the The NATSO Show 2011 during his keynote address.
Take advantage of his insights by following his blog at http://blogs.hbr.org/taylor.
12 STOPWATCH MARCH/APRI L 2011
The NATSOShow2011
K
ey leaders in the travel plaza industry
and their suppliers came face to face
at The NATSO Show 2011 in Lake
Buena Vista, Fla., in February, exchanging
ideas and uncovering new solutions to
improve their operations. Read on for some
highlights.
THE NEW NATSO SHOW
TheGrandFinale: PrivateParty at Walt Disney World

Resort insupport of theNATSOFoundationgave

attendees onefinal chancetoswapideas andsolidify
their relationships beforeheadinghome.
Operators andkey industry leaders hada chancetoconnect at theTravel
Center Executives Dinner hostedby theChairmans Circle.
Networkingevents at TheNATSOShowtook placeright intheheart of the
actionontheshowfloor.
MARCH/APRI L 2011 STOPWATCH 13
Grassroots Efforts Are Key
toBlockingCommercialization
In an effort to increase their budgets, states nationwide are
working to overturn the federal ban on rest area commercializa-
tion. Whats more, Congress is moving forward on the next
highway reauthorization bill, and could overturn the ban unless
truckstop and travel plaza owners make their voices heard and
tell lawmakers about the detrimental effect commercialization
would have on their businesses. That is the message operators
sent to attendees at The NATSOShow during the Advocacy
TownHall andFellowshipBreakfast (picturedabove).
What we are able to do is put a real face on it real jobs
and real people, said NATSOChairman Bobby Berkstresser.
Berkstresser owns two locations in Virginia and recently met
with the lieutenant governor when Virginia tried to move for-
wardwithits commercializationefforts.
NATSO Government Affairs Committee Chairman Mike
Lombardi encouraged members to make themselves heard.
Were only as strong as the voice of our message getting out
there, hesaid.
Operators can take to Capitol Hill May 1011 during
NATSOs Day on Capitol Hill event. The hallmark of NATSOs
government affairs is the grassroots involvement of members.
Your lawmakers want to hear fromyou. You are the people who
vote for them, said NATSO Chief Executive Officer Lisa
Mullings. To register for NATSOs Day on Capitol Hill, visit
www.natsodayonthehill.com.
Mobile Technologies Allow
Operators toConnect with Customers
Todays technology is making it easier than ever for travel plaza opera-
tors to connect with their customers in real time. Panelists at The NATSO
Show agreed that mobile apps special purpose software that is
installed on a smart phone are one of the fastest and most direct ways
travel plaza operators cancommunicatewithdrivers.
Brian Sevy, chief executive officer of Affinity Amp, told attendees, I
believe this technology has the potential to help us develop closer rela-
tionships with our families, our friends, the people we work with and our
customers.
In December, CAT Scale Co. launched its mobile app, and it nowhas
more than 2,800 downloads. Heather DeBaillie, marketing manager for
CAT Scale, explained that the app allows users to find CAT Scale loca-
tions, set their favorite locations and visit the CAT Scale website. Whats
more, with GPS technology in iPhones, users can search by their current
location, thendrill downtoget drivingdirections or viewa map.
Robert Lake, senior vice president andgrouppublisher of Randall-Reilly
Publishing, said 35 percent of drivers today utilize a smart phone and 70
percent havea laptop. Heexpects that number toflip-flopover time.
For an individual travel plaza to make the most of its app, the app
shouldprovidevaluetotheuser. Sevy saidoperators may want tousetheir
apps to offer discount coupons or promote daily specials. He said he is
alsoworkingonways toturnmobileapps intodriver loyalty programs.
Bill Taylor (seated) signs copies of his book, Practically Radical, after his
keynoteaddress. Hear directly fromTaylor onpage11.
NATSOChairmanBobby Berkstresser addressedattendees at
theTravel Center Executives Dinner hostedby theChairmans
Circle. Viewanexcerpt of thespeechonpage3.
14 STOPWATCH MARCH/APRI L 2011
Candy 7%
Automotive products 4%
Other tobacco 5%
Other merchandise 5%
Salty/alternative snacks 5%
Hot dispensed beverages 2%
Commissary, foodservice, other
dairy & deli products 7%
THE NEW NATSO SHOW
T
ruckstop and travel plaza operators knowthe ins and outs of
sales in their stores, but many are left wondering how they
compare to others in the industry. To help operators better
understand industry trends and benchmark themselves against their
peers, McLane and The NATSOFoundation have joined together to
produce the McLane NATSOFoundation Index. This quarterly analy-
sis gives operators the chance to compare their weekly convenience
store wholesale purchases with travel plaza convenience stores served
by McLane. The report, which was unveiled at The NATSOShow, pro-
vides detailed national and regional travel plaza c-store data. The
added insight is designed to help operators maximize the value of this
important business segment.
With the ever increasing variety of products in all categories, both
brandedandprivate-label, the McLane NATSOFoundation Index will
be a valuable tool for members to make informed decisions on the
best-selling items on a national and regional level, said Steve Brady,
vicepresident of sales for convenienceandmilitary for McLane.
It is a good benchmark for themto
use to see if theyre exceeding or
behind what other like travel centers
might sell, said Jeff Bernard, head of
the management consulting firmthat
analyzed the industry data. By doing
that they can make adjustments to
their displays or their c-store offerings
to improve their sales in categories
where theyre not doing as well as
other marketers. It also allows themto
think about the different categories
andlook for resources on howthey can
improve.
McLane sells convenience products
to more than 900 travel plazas nation-
wide. The data delves into the average
per week per store convenience prod-
ucts McLane sells to travel plaza con-
venience stores on a quarterly and
year-to-datebasis.
To access the full report, NATSO
members can login with their password
at www.natso.com/industryresearch.
Cold dispensed
beverages 2%
Packaged beverages (non-alcoholic) 4%
Cigarettes 58%
The NATSOFoundation Offers Insights
for TruckstopandTravel Plaza Operators
Percentage of Total U.S. C-Store Purchases in 2010
MARCH/APRI L 2011 STOPWATCH 15
1
Truckings total consumption of diesel
fuel will increase as the economy
rebounds. Trends and possible develop-
ments foretell a decrease in longer-termcon-
sumption, though timing is unpredictable.
Higher productivity vehicles andfuel efficiency
standards for trucks will gradually reduce
demand for diesel. Global competition for
goods will pressure shippers to look for trans-
portation cost savings. These factors will be
offset by greater transport of goods and raw
materials over thenext several years.
2
Travel plazas will invest in technology
to reduce operational costs and better
understand customer preferences and buy-
ingpatterns.
3
Continued tight lending by banks will
make it difficult to increase capital
investments or meet suppliers terms in
the event of another crude oil price
increase. Operators will continue to expose
themselves to risk by extending credit to
regional carriers.
4
Travel plazas will work harder to attract
local and regional carriers, RVs, buses
and four-wheelers. Trucking consolidation,
fierce truckstop competition and the
decrease in the average length of haul are
major contributors tothis trend.
5
Four-wheel traffic will cause travel
plazas to compete with nearby restau-
rants, c-stores, grocery stores and other
retailers. Travel plazas will continue to expand
offerings tofeaturewell-knownbrands.
6
Foodprices will rise, increasingpressure
onoperators toreducefoodwaste.
7
All sectors of the transportation
industry were hurt by the dramatic
increase in fuel prices in 2008 and the drop
in freight demand. Pressure to reduce
transportation costs intensified, and some
of the gains in trucking efficiency during this
period made lasting impressions on
demand for diesel fuel.
8
Alternative fuels will not slow the
demand for diesel and gasoline in the
foreseeablefuture.
9
Operators will needtostrengthen their
ability to recruit, develop and retain
employees.
10
Lack of political will to raise the
fuel tax increases the risk of
changes in law to permit more rest area
commercializationandInterstatetolling.
11
The average age of Americans is
increasing. The age of truck drivers
is even older than that of the average work-
er and rising. The needs of older consumers
must beconsidered.
12
Access to the Internet on mobile
devices such as smart phones con-
tinues to increase, and continues to shape
interactionwithcustomers.
13
Compliance, Safety, Accountability
(CSA) has changed the way the
federal government calculates carrier safety
scores. As a result, fleets and owner-opera-
tors are likely to pay greater attention to truck
and trailer maintenance items both over-the-
roadandat theterminal.
14
The demand for diesel exhaust
fluid should increase given the
current technology engine manufacturers
are usi ng to meet EPA mandates on
heavy-duty diesel engines. By the end of
2013, nearly 600,000 EPA 2010 compliant
Class 8 line-haul tractors will be running
on U.S. highways.
A
t The NATSOShow2011, attendees were able to get the
first look at the trends shaping the industry. During the
Show, NATSOreleasedthe executive summary of its report,
Chart Your Future: Trends Affecting the Travel Plaza and Truckstop
Industry, and collected even more insights fromthose who attended
the Travel Plaza Industry Summit. The full report will incorporate those
insights andbereleasedlater this year.
As the economic recovery takes hold, truckstop and travel plaza
operators are wondering, What trends will create opportunities or
threats for my business? NATSOundertook this project to provide
insight intothis question. The trends andissues includedin the full ver-
sion of this report are basedon interviews (both inside andoutside the
industry) and review of third-party research and data, analysis and
news reports.
NATSOs analysis identifies the followingkey drivers of change affectingthe industry:
NATSOIdentifies Trends toHelp
Operators Chart Their Future
16 STOPWATCH MARCH/APRI L 2011
NATSOTHANKS OUR SPONSORS FOR
THEIR SUPPORT OF THE NATSOSHOW2011
THE NATSOFOUNDATION
THANKS THE SPONSORS OF
THE GRANDFINALE: PRIVATE
PARTY AT WALT DISNEY
WORLD

RESORT

C
A
T
SCALE
THE NEW NATSO SHOW
NATSO thanks
the North American Truck
Stop Network (NATSN)
for co-locating the NATSN
General Meeting with
The NATSO Show 2011.
SAVE THE DATE!
February 18 22, 2012
May 10-11, 2011
Joinus inWashington
tofight for your business!
GrandHyatt Washington, D.C.
If youhave any questions, please contact BradStotler at
bstotler@NATSO.comor (703) 739-8566.
Register nowat www.natsodayonthehill.com
MARCH/APRI L 2011 STOPWATCH 19
On the
Rise
Worldwide supply
anddemand
indicate higher
fuel prices in 2011
A
s the economy rebounds and
worldwide and domestic demand
for oil increases, truckstop opera-
tors in the U.S. are seeing diesel prices
trend up once again. Analysts anticipate
that concerns over U.S. production, new
regulatory requirements and strong
demand will keep prices ticking higher.
BYHOLLYALFANO
20 STOPWATCH MARCH/APRI L 2011
By the Numbers
The Department of Energys Energy Information Administration
(EIA) expects the price of crude oil to average about $93 per barrel in
2011, $14higher thantheaveragepricelast year.
TomKloza, chief oil analyst for the Oil Price Information Service,
anticipates a springtime peak of $100 to $110 dollars a barrel, which
heestimates totranslateto$3.75to$4.10a gallonfor diesel.
The markets typically are prone to overreactions in the spring and
I think gasoline is going to drag crude oil higher, as will fears that
worldwidedemandis outstrippingsupply, Kloza said.
Here in the U.S., demand continues to be strong. Last year we
had almost a 6 percent increase in the demand for total distillate.
Demand for diesel with 500 ppmwas up 5 percent and ultra-lowsul-
fur diesel [ULSD] demand was up even more, said John Felmy, chief
economist for theAmericanPetroleumInstitute.
The strengthening economy has improved operations for fleets.
For all of 2010, the American Trucking Associations (ATA) reported
that truck tonnage was up 5.7 percent compared with 2009. I think it
will continue to growthis year, but not as fast as last year, said Bob
Costello, chief economist at ATA.
While trucking companies are embracing fuel saving technologies,
Costello doesnt think they will decrease overall demand. There are
small gains here and there and that is important for trucking compa-
nies because every little bit helps. But, I think that growth in freight in
2011 will be enough to more than make up what would be lost from
fuel efficiency gains, Costellosaid.
U.S. demand coupled with global demand is what is truly driving
prices. The worldseems to be shrinkingin so many ways, saidBrian
Milne, energy editor for Telvent DTN. The U.S. is a diesel net
exporter nowandthat helps maintainhigher diesel prices intheU.S.
Kloza said, That means the price of diesel you pay whether youre
in Virginia, North Dakota, Washington state
or Texas is goingtobe very contingent on the
priceof diesel worldwide.
Kloza told Stop Watch capitalismdoesnt
take any prisoners, which means the price of
diesel is set more by what happens in foreign
countries than what happens on the high-
ways and byways of the U.S. He estimates
that in the fourth quarter of 2010, the U.S.
was exporting one of every five barrels over-
seas. It wouldlook like a roster of the U.N. to
go through all of the countries we are export-
ingto, hesaid.
The burgeoningmiddle class in China and
India is not new, but it continues to push con-
sumption levels higher. China is the second
largest consumer now of fuel after the U.S.
People have been waiting for years expect-
ing the lightning fast growth in China to slow, but it just continues to
grow, Milne said. It is a very real change to the overall structure of
the market when youre looking at where product is going and where
it is comingfrom.
Supply-side Economics
Felmy doesnt anticipate large production increases anytime soon.
OPECseems to like $90 oil and has been reluctant to increase their
output, he said. They sometimes say theyre willing to increase sup-
ply as demandincreases, but wehavent seenit.
OPEC(the Organization of the PetroleumExporting Countries) is
scheduledtomeet again in June todiscuss its production targets, and
the EIAsaid it does expect OPECmembers crude oil production to
rise over the next two years. EIA said, Should OPEC not increase
production as global consumption recovers, oil prices couldbe signifi-
cantly higher thanthecentral forecast.
Non-OPECsupplies are expected to showlimited growth. Most
of the U.S., non-OPECoffshore capacity has been shut down, Felmy
said. We have seen some positive signs in North Dakota where
weveseenproductionincrease.
Prices are creeping higher, in part, due to concerns over U.S. sup-
ply. Late in 2010 the Obama Administration announced plans to scale
back the federal offshore leasing programto limit domestic oil and
gas exploration.
The administrations current policy creating hurdles to the devel-
opment of offshore petroleumresource is inflating the price of crude
oil, which results in an increase in the price of refined products like
gasoline and diesel, said Rich Moskowitz, regulatory affairs counsel
for the American Trucking Associations. It isnt just the actual impact
on todays supply, it is the signal to the market that the U.S. is not pre-
paredtodevelopthis resource.
Demandfor
diesel in the U.S.
remains strong.
Regulatory Impact
Newand proposed regulatory requirements also have the poten-
tial to increase prices. Several states are reviewing low-carbon fuel
standards that set the baseline of howmuch carbon is associated with
a gallon of diesel and gasoline, fromwells to wheels. It is the carbon
associatedwith pullingit out of the ground, transportingit to the refin-
ery, refiningit andthentransportingit totruckstops, Moskowitz said.
California has already adopted a low-carbon fuel standard (LCFS)
that calls for a reduction of at least 10 percent in the carbon intensity
of Californias transportation fuels by 2020. In the Northeast,
NESCAUM(Northeast States for Coordinated Air Use Management),
a nonprofit association of air quality agencies, is working toward a
draft programframework for a regional LCFS slated to be released
early this year that states couldenact individually.
The problemis that there currently is not a low-carbon fuel, gaso-
line or diesel that can meet the requirement, Felmy explained. If
theyre goingtomandate this, I simply dont knowhowthey are going
toachievethis objective. It is a hugechallenge.
One option to reach an LCFS would be to fuel trucks with natural
gas, which is costly. You would have to invest in production and infra-
structure, anda truck usingnatural gas costs about $70,000 more than
a diesel truck, Felmy said.
Ethanol and biodiesel blends are another solution, but they create
challenges as well. To get a 10 percent carbon reduction, youd have
to have a 20 percent biodiesel blend, Moskowitz said. Original
equipment manufacturers wont warrant a 20 percent blend. The
more biodiesel you blend in, the more concern you have over cold
weather performance. Perhaps the biggest problemis price. Biodiesel
is a good$1.50moreper gallonthanULSD.
Ethanol is more expensive than gasoline as well, running about 40
cents per gallon higher. It is a cost issue and it is a constraint, Felmy
said. Ethanol requirements mandated in the renewable fuels standard
that calls for annual increases in the amount of renewable fuels used is
already affecting supply. For gasoline you have to have 12.6 billion
gallons of ethanol in the gasoline supply and that is a challenge. The
maximumyou couldput in was 10 percent andyoure blendingit with
roughly 138 billion gallons of gasoline used last year. Youre running
out of gasolinetoput it in, hesaid.
Alow-carbon fuel standard may further constrict supply by remov-
ing oil derived fromthe Canadian oil sands fromthe U.S. marketplace
due to its higher carbon rating. That isnt because you get more car-
bon out of the tailpipe, it is because it requires a considerable amount
of energy toget that fuel out of theground, Moskowitz said.
The U.S. gets approximately 9 percent of its oil fromCanadian oil
sands. If an LCFS is implemented, it is likely Canada wouldexport its oil
to China instead of the U.S. The U.S. cant afford to turn its back on
9percent of what is asecuresupply of petroleum, Moskowitz said.
Felmy said states need to examine the reality LCFSs would bring.
The last thing any state wants to do is impose a mandate that could
driveaway business fromtheir states, hesaid.
At the Refineries
In addition, several states in the Northeast are looking to transition
to ULSD for home heating oil. More than 80 percent of the home
heatingoil consumedin the U.S. is in the Northeast. In 2012 NewYork
will requireULSDhomeheatingoil.
Our concern is that the refiningindustry puts out a limitedamount
of ULSD, and as more customers demand that fuel, it will put pressure
on the price, Moskowitz said, adding that ATAwould like to see the
home heating oil industry embrace a 50 ppm sulfur standard. It
doesnt put additional pressure on the on-road diesel supply and
high-efficiency furnaces arecapableof runningon50ppm.
Refineries in the U.S. have been built to maximize gasoline produc-
tion, and shifts in technology that would allowfor greater diesel out-
put can take years to complete. If youre constructing or
reconstructing refining these days, youre going to tilt it to make more
diesel, but the fact is that refiners only have
a few percentage points to play with,
Kloza said.
Those investments can cost billions of
dollars and take time. According to Felmy,
lower refinery profits over the past few
years mean that refiners have less to invest
innewtechnology.
Despite current challenges, Felmy is
hopeful that the newCongress will address
energy policy. All of the conversation for
the past few years has been on solar and
wind. That is nice for the future, but right
now 94 percent of the fuel for transporta-
tion comes fromoil. We needtobe realistic
that we will be using oil for the next several
decades, Felmy said.
MARCH/APRI L 2011 STOPWATCH 21
22 STOPWATCH MARCH/APRI L 2011
BYAIMEECIRUCCI
F
or truckstops and travel plazas, comply-
ing with the Americans with Disabilities
Act (ADA) not only boosts customer
service, it is the law. Violating ADA require-
ments results in hefty fines, and delaying
improvements nowcould lead to more exten-
siverenovations later.
When President George H.W.
Bush signed the Americans with
Disabilities Act on July 26, 1990,
he inaugurated a sweeping piece
of legislation designed to ensure
equal opportunity in employment,
state and local government servic-
es, public and commercial busi-
nesses andtransportationfor peoplewithdisabilities.
With this mandate of increased accessibility came increased regu-
lation for the many businesses, including truckstops and travel plazas,
that must comply with the ADA. The serious implications of that regu-
lation were clear on July 15, 2010, when the Department of Justice
announced a settlement with QuikTrip Corp., the owner and operator
of more than 550 gas stations, convenience stores, truckstops and
travel centers, stemming fromADA violations involving inaccessible
parking. As part of the settlement, QuikTripagreedtopay $1.5 million
in compensation, a penalty of $55,000, and to make all of its facilities
ADAcompliant inthenext threeyears.
Just 11 days after the QuikTrip settlement was announced,
President Obama announced final regulations revising the ADA,
including the ADAStandards for Accessible Design, in celebration of
thelegislations 20thanniversary.
The 2010 revisions to parts of the rule took effect on March 15 of
this year, while compliance with the far-reaching 2010 Standards for
Accessible Design is not required until March 15, 2012. One thing is
clear, however: For truckstop owners and operators the time to act
is now.
According to James Terry, chief executive offi-
cer of Evan Terry Associates, P.C. and an architect
specializing in the ADA and accessible design,
there are more than 1,000 changes between the
original 1991 standards and the 2010 revisions,
most requiring facilities to be more accessible.
Facilities that are not yet compliant with the 1991
standards (and according to Terry most facilities
are not) have until March 15, 2012, to become
NATSOunveils ADA
compliancetoolkit
All
Access
Dont miss NATSOs new ADA Compliance Toolkit
available at www.natsofoundation.org. The kit will help
truckstop owners and operators better understand
ADArequirements andensurecompliance.
MARCH/APRI L 2011 STOPWATCH 23
compliant. After that, any facility that
didnt make the deadline will be
required to adhere to the new, often-
stricter standards.
Though the 2012 date is still about
a year away, it is vital that truckstop
owners and operators educate them-
selves nowabout the ADAand begin
taking steps to achieve compliance.
As Terry explains, the new standards
have created an increased buzz with
private plaintiffs and the Department of Justice paying particular
attentiontofacility accessibility.
According to Terry, for the most part there is a lot of work still
undone when it comes to ADAcompliance in Americas truckstops
and travel plazas. While he doesnt expect any more significant
changes to the ADA standards for another 10 to 20 years, Terry
explains that the 2010 revisions serve to encourage business owners
tomake the proper fixes totheir facilities toaccommodate the grow-
ing numbers of customers with disabilities, a demographic which
already includes 15-20percent of thetotal U.S. population.
NATSOs newADACompliance Toolkit will help truckstop owners
and operators understand the ADAin order to make the proper fixes
and become compliant. The ADA toolkit is now available online at
www.natsofoundation.org.
Not sure if youre in compliance?
James Terry offers the followingquick tips andsuggestions:
Look at your checkout andsales counters.
The ADA maximumheight for the counter
is 36 inches. Is yours too high? Additionally,
the counter should not be covered with
impulse sale items, which might block peo-
ple with disabilities who need the lower
counter frommaking their purchases or
signing any paperwork.
Look at all self-serve dispenser controls
such as those operatingsoda dispensers,
coffee andcondiment dispensers, and
even fuel dispensers andATMcontrols.
The2010revisions requirethat all benomore
than48inches abovethefloor or ground,
whichis downfrom54inches. Note, however,
that thereis anexceptionfor fuel dispensers
onexistingcurbs, whichcanbeas highas 54
inches. Additionally, thereachlimits inthe
newrules apply tooneof eachtypeof fuel
dispenser only. At least oneof eachtypeof
every non-prepackagedfoodanddrink item
designedfor self-serviceuseby customers
includingall sizes of cups, lids andutensils
must beaccessible.
Whenconsideringfuel dispensers, note
that theDepartment of Justicewants the
accessiblefuel dispenser tobeontheshortest
routetotheentranceof thefacility.
Reviewself-service foodstations. At least
50percent of shelves housingopen, self-
servicefooditems, suchas donuts andhot
dogs, shouldbewithinthe48-inchreach
rangeanda full rangeof choices shouldbe
availableontheaccessibleshelves.
Check your accessible parkingspaces.
The regulations require that they be on the
shortest accessible route to the entrance of
the facility. The Department of Justice inter-
prets that to mean the closest spaces to the
entrance. You are also required to provide
an accessible route to the entrance from
public transportation stops on or adjacent to
the property, and fromthe public streets
and sidewalks.
Is your restroomin compliance with the
1991 standards? If not you may be smart to
bringit into compliance before the 2012
deadline when the newstandards go into
effect. The size andshape of single-user
restrooms will change, which may result in
additional construction costs anddisruptive
plumbingchanges.
24 STOPWATCH MARCH/APRI L 2011
ALLIEDMEMBERS
A&F Gift andSouvenir Co. Ltd.
3060Sawmill Road
St. Jacobs, ONN0B2N0
TEL: (800) 265-4505
FAX: (519) 664-3037
CONTACT: Michael Atkinson
E-MAIL: mikeafgift@aol.com
WEBSITE: www.afgift.com
BAZI International Inc.
1730BlakeSt., Suite305
Denver, CO80202
TEL: (303) 336-1423
FAX: (303) 316-0507
CONTACT: SharonStudebaker
E-MAIL: sstudebaker@drinkbazi.com
WEBSITE: www.drinkbazi.com
Celluphone
6119East WashingtonBlvd.
Los Angeles, CA90040
TEL: (323) 727-9131
CONTACT: Michael Misuraca
E-MAIL: mmisuraca@celluphone.com
WEBSITE: www.celluphone.com
DECGreen
602Tiffany St.
Bronx, NY10474
TEL: (516) 650-1638
FAX: (718) 328-5989
CONTACT: Rick Schwartz
E-MAIL: rickschw@optonline.net
WEBSITE: www.decgreen.com
Donaldson Co. Inc.
P.O. Box 1299
Minneapolis, MN55440
TEL: (952) 887-3275
FAX: (952) 887-3716
CONTACT: Mary Kruser
E-MAIL: mary.kruser@donaldson.com
WEBSITE: www.donaldsonfilters.com
EnviroDock Inc.
319Business Lane, Suite1000
Ashland, VA23005
TEL: (804) 363-9020
FAX: (804) 464-2695
CONTACT: KenNeal
E-MAIL: kneal@envirodock.com
WEBSITE: www.envirodock.com
FIFOWireless Inc.
10900N.W. 21St., Suite210
Miami, FL 33172
TEL: (305) 592-7906
FAX: (305) 592-7908
CONTACT: Rosa Martinez
E-MAIL: rosa@fifowireless.com
WEBSITE: www.fifowireless.com
FJ Management Inc.
1104Country Hills Drive
Ogden, UT84403
TEL: (801) 624-1415
FAX: (801) 395-8586
CONTACT: MikeNichols
E-MAIL: mike.nichols@flyingj.com
WEBSITE: www.fjmgt.com
Norix Furniture
1000Atlantic Drive
West Chicago, IL 60185
TEL: (800) 234-4900
FAX: (630) 231-4343
CONTACT: RonSchram
E-MAIL: furniture@norix.com
WEBSITE: www.norix.com
Travel Plaza TV
7LynamCourt
Stamford, CT06903
TEL: (917) 543-2585
CONTACT: Bill Botte
E-MAIL: wbotte@optionone.com
WEBSITE: www.travelplazatv.com
Warren Rogers Associates
747Aquidneck Ave.
Middletown, RI 02842
TEL: (800) 972-7472
FAX: (401) 847-8170
CONTACT: Bill Jones
E-MAIL: wjones@warrenrogersassociates.com
WEBSITE: www.warrenrogersassociates.com
Wholesale Nozzle &Supply Co.
P.O. Box 1472
Zephyrhills, FL 33539
TEL: (800) 348-7494
FAX: (813) 783-3234
CONTACT: BrianRipley
E-MAIL: brian@wholesalenozzle.com
WEBSITE: www.wholesalenozzle.com
Wright Express Corp.
417EagleSpringRoad
Sadieville, KY40370
TEL: (502) 857-0112
FAX: (502) 857-0113
CONTACT: Gary Fragodt
E-MAIL: gary_fragodt@wrightexpress.com
WEBSITE: www.wrightexpress.com
TRAVEL PLAZAMEMBERS
HilltopTravel Center
P.O. Box 2452
Alma, TX 72921
TEL: (479) 632-1356
CONTACT: Russ Workman
Prime Time Oasis Travel Center
27050S. Hwy. 133
Richland, MO65556
TEL: (573) 765-4903
CONTACT: MarvinRoderman
SunocoInc.
200Walnut BottomRoad
Shippensburg, PA17257
TEL: (610) 833-3736
CONTACT: Scott Cheek
WEBSITE: www.sunocoinc.com
NATSOwelcomes newalliedandtruckstopmembers
Newmembers as of November 2010
MARCH/APRI L 2011 STOPWATCH 25
Beach said truckers, especially independent drivers, tend to be
loyal and wont go somewhere else just because the price is lower.
Even if they do because they have to watch their pocketbooks, it
seems like they still come back because they enjoy your establish-
ment, shesaid.
Beach also credits the variety of food and merchandise offerings
at the locations with drawing in customers. They offer grab-and-go
chicken and personal-size pizzas, and they make their own turkey
and hamwraps and subs. The locations also feature bakery cases.
Local bakeries deliver pastries to supplement the in-house sweets
Stamart makes, suchas raspberry croissants andscones.
We dont do any franchising. Weve always run our own pro-
grams andtriedtogivedrivers what they want, Beachsaid.
Stamart has its own coffee program and offers iced coffees,
espressos and lattes in addition to regular cups of joe. At the Fargo
location, Stamart buys specialty treats, such as banana bread and
large Rice Krispies treats, froma local coffee shop to sell along with
the coffee. The Fargo location, which is larger than the other two,
alsooffers a saladandsoupbar.
At all the locations, Stamart offers its Lucky Seven programfor its
foodofferings after buyingsix items, theseventhoneis free.
Loyalty programs also keep drivers coming in. In addition to tak-
ing part in the NATSN loyalty program, Stamart offers Diesel
Dollars. For every 100 gallons they purchase, they get a Stamart
Diesel Dollar to spend on anything in our stores, Beach said. I
think wevegrownour business onthat morethananything.
Some drivers spend their Diesel Dollars as they get themand
others save themfor Christmas shopping. It is fun because over
the years we get to knowthe drivers and we ask themwhat they
are saving for, Beach said, adding that Stamart has a variety of gift
items, suchas waterfalls andart prints.
Stamart also attracts drivers with its monthly promotions. We
pick three or four items just for the truckers andhave great deals on
them. Right nowwere running the six-month logbooks and a plug-
in blanket for a good price. We work with Barjan and DAS so we
always have something that we can offer them, Beach said. To
promote the specials, Stamart puts posters on each fuel island and
has in-storesignage.
More than anything, the overall success comes down to the
basics, Beach said. We strive to keep our locations very clean and
get our drivers waitedonquickly. That keeps themcomingback.
Friendly Service at Stamart Travel Centers
BYMINDYLONG
riendly, familiar faces drawin drivers at all
three Stamart Travel Center locations in
NorthDakota.
Ive been with themfor 28 years and we have
people who have been with us 15 to 20 years.
That helps our business, said Lisa Beach, opera-
tions manager for Stamart Travel Centers, which
has locations in Fargo, Bismarck and Grand
Forks. The drivers are on the road and they love
seeinga familiar face.
F
Stamart Travel Center in
Fargo, N.D.
26 STOPWATCH MARCH/APRI L 2011
OPERATOR OPERATOR
2
Sean Flynn
John Callegari
Amy Toner
What piece of technology or technology tools helpyou?
One of my favorite tools is Evernote. Evernote (www.evernote.com)
makes it easy toremember things bigandsmall usingyour computer,
phone andthe Web. Imconstantly readingblogs andarticles online. I
use the Evernote WebClipper tostore the content in Evernote for
future use. When readinga magazine, I take a picture usingthe app
on my iPhone rather than tearingout the page. I alsouse Evernote for
rememberingpersonal things such as my husbands shoe size, gift
ideas andthe label of a bottle of wine that I want toorder again.
Amy Toner
NATSOInc.
Alexandria, Va.
We have two truckstops in New Orleans, and I find the use of
LogMeIn (www.logmein.com) is invaluable. It allows me to
inspect all of our companies workstations and to update critical
software frommy desk. It also allows me to help our workers fix
or resolve computer issues without havingtobe on-site.
John Callegari
Maloney Cinque Ltd.
NewOrleans, La.
Google Calendar (www.google.com/calendar) helps synchronize
appointments and sends a text message to my phone 15 minutes
before everything so I dont miss anything. Surveillance cameras at
my point of sales and throughout the truckstop, linked to a com-
puter DVR, helpmanage drive-offs, shrink andmy employees.
Sean Flynn
Flynns Truck Plaza
Shrewsbury, Mass.
Next time you change your oil, switch to Mobil Delvac.
mobildelvac.com mobildelvac.com
My engine means everything to me.
Thats why I use Mobil Delvac.
My name is Mike Hamilton. Ive been driving for 30 years. Ive never had to
overhaul a truck while using Mobil Delvac. In 933,000 miles, when I traded
my truck, I wasnt even considering an overhaul. The last couple summers,
its been so hot, Ive been glad Ive had Mobil Delvac protecting my engine. Its
really held up well, never let me down.

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