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.Welcome to Elevating Brick and Mortar. A 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.Guest Bio: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.Timestamps:00:26 - All about Racetrac01:31 - Brian’s journey03:14 - Maintaining a brand promise05:13 - Building customer loyalty10:40 - How operations ensure consistency17:31 - How to manage cost, but have quality19:21 - Attracting skilled technicians22:45 - The importance of evolving 33:07 - Brian’s advice for the industry36:14 - Where to find Brian36:33 - Sid’s takeawaysSPONSOR:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel 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.Links:Connect with Brian on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.