It only takes a moment to make someone’s day better. This is Break Time’s new brand positioning statement and the message was repeatedly emphasized to Break Time managers and area supervisors during the annual Break Time Managers Meeting, which was held in Lake Ozark, Mo. in November.
Curtis Chaney, senior vice president of retail, kicked off the two-day meeting by recapping results from the previous fiscal year and congratulated the managers in attendance for their contributions in helping Break Time achieve a record-breaking $109.3 million in inside sales. He attributed the accomplishment to a greater focus on customer service, having the right items in stock and better inventory management. Chaney highlighted Break Time’s promotional sweepstakes for the year, the success of the Gold Cup program, progress made to update stores with 26 remodels in 2016 and shared information about the construction of new stores.
Jennifer Bach, director of Break Time marketing, and Anita Bichsel, Break Time marketing manager, provided an overview of MyTime Rewards, a new loyalty program for Break Time customers that is expected to be introduced in early 2017. The program will eliminate the punch cards currently used in stores and offer a more robust system of rewarding customers based on purchases and number of visits. MyTime Rewards will operate within the newly relaunched Break Time mobile app and will eventually be completely integrated with the app.
Focusing on ways to positively interact with customers, District Managers Todd Shelmadine and Cathy Geotz highlighted four techniques Break Time employees can use to make a difference:
- Create eye contact.
- Share a smile.
- Speak with enthusiasm.
- Engage to form a connection.
Shelmadine and Geotz said incorporating these habits into customer encounters will support the Break Time brand and result in greater customer satisfaction and loyalty.
Stephanie Mahoney, food service marketing manager, gave an overview of Break Time’s food service programs, and introduced the Smokestack Bar.B.Q concept, which recently debuted at the new store in Lee’s Summit, Mo. The new barbecue concept will be rolled out to additional stores in the near future. She also discussed the importance of food safety and announced the availability of a new course on MFA Oil University that Break Time employees will be expected to complete.
Moment to Win It games were played in between each of the meeting’s sessions to reinforce all that can be accomplished in a moment’s time. Each area competed in the games and prizes were awarded.
Near the end of the first day’s meetings, attendees were invited to a trade show with approximately 50 vendors who shared information about new product offerings and samples. Following the tradeshow, attendees were served dinner. The five-course menu was prepared by a chef from Anheuser-Busch with accompanying beer pairings selected to go with each course. Following dinner, attendees enjoyed entertainment by dueling pianists.
The next morning, Mark Fenner, president and CEO, talked about the momentum MFA Oil has been building as a company and the overall status of the cooperative.
The meeting wrapped with a cruise of the lake and an awards celebration. Break Time presented Excellence Awards to the managers of the top three stores and top two areas. Cinda Lavery (Tipton) and Sandra Anderson (Sedalia) tied for first place and Martha Franklin (Carrollton) was awarded third place. In the area supervisor category, Tricia O’Rourke earned the top Excellence Award and Dana Martin was runner-up. Additionally, Mary Hicks (Ashland) and her team will receive new uniform shirts for achieving above 90 percent on the Excellence Award program.