Same Experience Every Time

Because of my work and travel, I spend a decent amount of time on the road. That means a lot of stops at convenience stores—early mornings, late nights, in different towns and different locations. One place I stop at frequently because of its convenience is Kwik Star. I should have probably invested in the company early on as with as many times as I stop, I have given them probably too many dollars! Why do I keep coming back? No matter the location, no matter the time of day, the experience feels the same. That kind of consistency doesn’t happen by accident.

I love the wide variety of food available and all of their products are always well stocked and clean. What stands out most though are the people. Every interaction is friendly, helpful, and enthusiastic. Employees greet you, look you in the eye, ask how you’re doing, and almost always send you off with, “See you next time.” It may seem like a small thing, but it matters. In a world where many interactions feel rushed or forced, that level of intentional kindness sticks with you.

What impresses me most is that this culture shows up everywhere. It doesn’t matter which town or which people are working-it has the same feel. That tells me the culture is clearly defined, consistently modeled, and deeply lived. I looked up Kwik Star’s mission statement and this says it all. They truly live their mission statement and you can feel it in action as soon as you walk through the door:
“To serve our customers and community more effectively than anyone else by treating our customers, co-workers, and suppliers as we, personally, would like to be treated and to make a difference in someone’s life.”

There are a lot of organizations that talk about culture. Kwik Star clearly trains it, reinforces it, and hires for it. The result is an expectation for how things will be done and that the custom comes first. You always know what you’re going to get when you stop at a Kwik Star, right down to how the stores are organized! You also know how you’ll be treated. That is very powerful in today’s world—whether you’re running a business, leading a team, coaching players, or building relationships.

As leaders, coaches, and professionals, I think there’s a huge lesson that we can learn from Kwik Star:culture isn’t about slogans on the wall. It’s about everyday behaviors, repeated often, and regardless of who’s watching. When people are empowered to treat others well—and expected to—consistency follows. Consistency builds credibility which leads to continued success.

I’ve lost track of how many Kwik Star locations I’ve been in this past year, but what I haven’t lost is my appreciation for how they do things. It’s a reminder that excellence doesn’t always come from doing something flashy or complicated—sometimes it comes from simply doing the basics exceptionally well, every single time.

And yes… I’ll see them next time! Have a great week!

Coach K