Old-fashioned service with a smile at BP Marina South Grafton. Li Tibbett pumping fuel. Photo: Leigh Jensen
Old-fashioned service with a smile at BP Marina South Grafton. Li Tibbett pumping fuel. Photo: Leigh Jensen Leigh Jensen

Driveway service a rarity

DRIVE in to the Marina Service Centre for a tank of fuel and sausage roll and it won't just be a bonus tomato sauce that makes your day.

For owners Amanda and Mark Hooklyn, good customer service is the pinnacle of what they're about and when it comes to going the extra mile, they've taken it back to the old school.

The Marina Service Centre in South Grafton  is one of the remaining businesses that does driveway service, where motorists are greeted and assisted at the pump to fill their car, check their tyres and the like.

Mrs Hooklyn said it all came back to point of difference.

"It is so important to stand out in the fuel industry because there are so many outlets for people, you've got to keep them coming back to yours," she said.

"It's different from a lot of other places, and we even get travellers who say there are hardly any service stations in Australia that do it anymore."

Mrs Hooklyn said seeing the gratitude from customers made the extra level of service all the more worth it.

"Our staff are constantly complimented on their service and people are definitely not backward in saying how great our staff are," she said.

As a boss, she said that was the best compliment of all.

"I am so proud when people come in and say that," she said.

"Having good customer service is so extremely important because there isn't an awful lot of it around and it's staff that make a business.

"I spend a lot of money in Grafton, and it makes me think twice about which store I am going to go into - the majority I have never had a problem with - but it does come down to who provides the best customer service."

And by applying the same logic to her own business, Mrs Hooklyn hopes to retain her customers.



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