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FUEL & FORECOURT Acustomer’s experience with a fuel retailer begins at the forecourt. First off, though, the retailer must entice the customer to even stop their vehicle. ACAPMA CEO Mark McKenzie describes the forecourt as “somewhat like the front garden of a home”. “It conveys to the customer an impression of your business,” he said. “Forecourts that are clean, well designed, well lit and fitted with modern equipment convey an impression to the public that the business is well run and gives customers a general sense of wellbeing when entering your business. “Conversely, forecourts that don’t meet these criteria often result in customers driving past your business, no matter what the fuel price is on your price boards.” Mr McKenzie says he believes this aspect of a business is often missed by fuel retailers, which “will spend lots of time cutting corners with the aim of getting their fuel price as low as they possibly can”. “But,” he said, “there’s a point at which you make the physical look and feel of your forecourt so unattractive that people start to wonder about the quality of your fuel product.” Mr McKenzie says, the customer’s experience on the forecourt will also “most likely” impact their buying behaviour in the shop. “If the customer feels comfortable on your forecourt because it’s pleasant and clean and well lit, then they’re more likely to take the time to browse in your shop,” he said. “The converse applies: if the forecourt is dirty or daggy, then there’s every chance they’ll want to get away as soon as they can.” Beyond just appearance The physical appearance of the forecourt is not the sole consideration as a service station owner, though. “The forecourt must also be managed to ensure that it’s safe for customers and staff alike and that it’s managed in such a way to meet your absolute obligation to prevent environmental damage,” Mr McKenzie said. “From a safety perspective, your forecourt must be operated in such a way to ensure that your customers are safe while on your premises. This means that appropriate signs and instructions are clearly displayed on all pumps, that the operation of the forecourt is being overseen at all times by a qualified individual, that emergency controls and safety equipment are highly visible and operational, and that staff are appropriately trained in emergency management procedures. “In this day and age, it’s also important to ensure that the business has considered the consequences of aggressive customer actions towards other customers and staff.” When it comes to environmental performance, Mr McKenzie says business owners have an “absolute responsibility” to prevent pollution and comply with all relevant environmental regulations. “Essentially, this is about managing fuel spills, whether they be in the tanker unloading area or the customer filling areas of the forecourt, to capture the fuel spill and prevent discharge of the fuel into the stormwater system,” he said. “Ideally, this means having fuel/water separation systems operating on the site. If ‘blind’ sumps are used, it means making sure that these sumps are regularly inspected and cleaned out. “In some states, the existing of vapour recovery regulations means there’s a need to ensure that all vents and stacks are operating as they should. Regular inspection of the pressure relief valve is essential for these systems.” With the new energy efficient system, the service station is expected to save $12,400 a year on its energy bill (which GLC says is more than 75 per cent in energy savings). The ongoing maintenance savings, it adds, are also “quite substantial”. Based on the service station’s total operating hours, GLC says, it would previously have replaced the metal halide bulbs at least once a year. With a five-year warranty, GLC says the client will save about $1,200 a year in maintenance, hire equipment and product costs. “\\\\\\\[This is\\\\\\\] a better lighting solution that not only saves on electricity and maintenance costs but also creates a safe, well-lit space,” GLC Marketing and Sales Director Shereen Brown said. “\\\\\\\[It brings\\\\\\\] visual comfort, productivity and safety to the \\\\\\\[business’\\\\\\\] customers and staff.” In this world of petrol and convenience, GLC BRIGHTENS UP CALTEX BERESFIELD Caltex Beresfield, northwest of Newcastle in NSW, needed a makeover to invite customers and increase traffic in general. The service station invited Green Lighting Corp (GLC) to build a solution to lower the electrical and maintenance costs, as well as update the forecourt area by increasing the light output. The forecourt lighting is on for 13 hours, seven days a week, totalling 4,732 hours a year. GLC’s solution for the forecourt area was to replace 39 400W metal halide canopy light fittings with GLC Gemini 120W LED canopy light fittings. The new fittings are said to be designed with reflective lenses, resulting in a high field angle to maximise the reflective illumination, providing an even dispersal of the light. This, says GLC, also ensures a high light output with low glare flow. The fittings are weatherproof 58 CONVENIENCE WORLD MAY/JUN, 2020 and designed to withstand extreme Australian weather conditions. According to GLC, the project was successful in meeting the client’s needs, cutting the electrical operating and maintenance costs, as well as providing a brighter and more inviting forecourt area. The return on investment, says GLC, was within four months, with 65 per cent of the project costs subsidised by the NSW ESS.