News | News Archive | Fall 2002

President's Message: Business Ethics the Quality Way
“A Fireplace Where?”
Remembering Mr. Winters ...
Quality Oil Celebrates One Year Anniversary
Three Years of Gold
Family Fun Day Picnic
The Bad News Bears...Are Back!
Let’s go Shopping ...
Spooktacular!
Quality Oil Word Search Vol. 1
The Marine Corps Marathon & William Pittman
Welcome to the Quality Oil Family
Retirement
Coming Soon — Hampton Inn Atlanta
2002 Employee Service Awards
Have you heard this one?
Give us a Hand! We are searching for Ideas ...

Fall 2002 News

Core Ideology
To do it because it is right
To treat others as we would like to be treated
To be financially responsible
To be better today than yesterday

photo

Graham Bennett, President

President's Message:
Business Ethics the Quality Way

It seems each time I write an article for the Oiler, regardless of the subject matter, our Core Ideology has great influence. I suppose this is a compliment to its realness as it has become evident that our Core Ideology is an integral part of our day-to-day working habits. The subject of this article, “Business Ethics,” is certainly no exception.

With all the corporate scandals from Enron, WorldCom, and the many large and small companies that have been in the news lately for their illegal activities and lack of good judgment, you may be wondering how deep this goes and how Quality Oil stacks up. It is easy to lose faith when leaders of so many companies have “broke bad” and lost the confidence of employees and stockholders. The stock market and general economy have been affected negatively and values have dropped as people wait to see the ultimate outcome of this corruption.

Before I talk about us at Quality Oil, I would like to make this observation: I think all of this publicity has the potential of producing good. One of the core reasons America is so great is that it has a very low toleration for such behavior. Public scrutiny is in the papers for all to see, which allows us to deal with the bad news quickly and firmly. In other countries, it is hidden for decades, causing far more and deeper damage. I think that the overall business ethics of companies in general remain honorable, which ultimately will be our foundation for growth in the future, but there has been a certain segment of companies that have been grossly irresponsible. Those bad apples will soon be rooted out or run out and businesses will be recommitted to doing what is right. There did seem to be more pressure on producing profit numbers versus reporting honest results, resulting in companies cooking the books.

Public outcry has been tremendous, and companies are now put on strict notice that this behavior will not be tolerated. There will be short-term consequences but this is a small price to pay for the long-term behavior of honesty and corporate responsibility.

Now, what gives us comfort that Quality Oil Company has stood tall in these matters and has not succumbed to the pressures? It would be a bit of a joke if I said, “ just trust me” as too many corporate officers have said that to their employees and stockholders and their actions have been just the opposite. So, what can I say for you to be convinced? Well, here are a few things and, as you can imagine, they all relate to our Core Ideology and Vision Mission:

  1. We are financially responsible in that we adhere to all approved accounting standards. Our annual audit by an outside auditing firm has always confirmed an A+ in our accounting principles and how we handle our books. We are not in debt and therefore we have no one knocking at our door, putting undue pressure on us to cook the books. We let the profit and figures fall as they should ... exactly how they are. It is hard to get into trouble when you have a “pay as you go “philosophy.
  2. “Do it because it is right” is ever present in our mind when we make operating decisions. It is also the basis for our financial integrity in the way we report our figures and how we balance our books. The value of honest reporting is a heritage that started in 1929 and has never been compromised, nor will it ever be.
  3. Your Profit Sharing and Thrift Fund, (401(k) program), is not tied to company stock and you have full authority over where those funds are invested.
  4. All of us at Quality Oil have the owner/operator mentality and spend money as if it were our own. And last I checked, there is not a company helicopter on our roof or company yacht parked in the Yadkin blowing your hard earned money.
  5. Last but not least, what keeps us on the straight and narrow is living and breathing by our Core Ideology.

While some companies are reeling from greed and lack of integrity, it is comforting to know that at Quality Oil, this is the least of our worries. We are able to concentrate on being “better today than yesterday” by working on our operational excellence without interference.

— Graham Bennett

“A Fireplace Where?”

A few of you may have noticed a new addition in the front lobby of our home office. In the space where there used to be a “Shell” product display, we now have a propane heating appliance showroom.

In the center, there is a gas log fireplace with an oak mantel kit. This set is perfect for those of us who have always wanted to have a fireplace, but don’t have the luxury of a built-in!

A Vent-Free room heater is wonderful for basements, garages, and additions. These heaters are virtually 100% fuel-efficient.

The classic cast iron stove with a porcelain finish is in a beautiful shade of Forest Green.

A top-of- the-line Phoenix Grill is in the middle of our showroom.

When considering gas appliances or heating equipment, most people first think of the cost savings. Well, consider these figures:

  • Propane — $1.43 per 100,000 BTUs
  • Electricity — $1.84 per 100,000 BTUs

Propane has consistently proven to be significantly less than electricity in recent years.

With high efficiency appliances and consistent cost savings you can’t lose! Stop by and visit our showroom — you never know what you might take home!

— Danita Groseclose

Remembering Mr. Winters ...

It was cold, very cold, on the afternoon of February 12, 1968 when I approached the front door of the Texaco service station at the corner of Robinhood and Peace Haven. The sleet and snow had reached a depth of only two inches but made foot travel treacherous, and one had to be aware to prevent a sudden slip and fall to the pavement. The abundance of multi layered clothing that I was wearing made my five foot eleven inch, 145 pound frame look like I was a linebacker for the Chicago Bears. My toboggan was pulled low on my forehead and the scarf around my neck was covering most of my face, limiting vision but preventing windburn and frostbite. I reached for the door handle, took a deep breath, opened the door and confidently stepped inside. The next thing that I remember was the extreme pain coming from the back of my skull and the excellent view I had of the florescent light fixtures on the ceiling. The voice that I heard next was firm but reassuring, “hell boy, that was better than a comic strip, the good news is that you ain’t dead.” Enter Steve Winters, the station proprietor.

Mr. Winters was not a large, muscular man, but he leaned over grabbed me by the shoulders, and returned me to my previous upright position in one smooth movement. All the while grinning like a mule eating a mouthful of briars. After guiding me to the nearest seat and helping me to sit, he asked me if I had any other stunts that I would like to show him. I thanked him for his assistance and assured him that I didn’t think I was up for an encore.

I explained to Mr. Winters that I was out looking for employment and had a great deal of interest in working on automobiles but lacked any type of previous experience in that field of work. Mr. Winters leaned back in his squeaky old chair, pondered for a moment, and said, “ if you are willing to learn, can follow instructions, and always do it my way, you can start tomorrow.” I agreed to his terms, we shook hands, and I left promising to return the next day at six in the morning.

During the next two weeks, Mr. Winters taught me the principles of the service station business — with emphasis on customer service: how to greet the customer, tend to the customer’s needs with a smile, and, most importantly, thank the customer for trading with us. Mr. Winters also taught me to do things because it was the right thing to do.

He also showed me things not to do when servicing vehicles, like changing the radio station, adjusting the seat or smoking in a customer’s car. I watched in awe as he calmed an irate customer when the previously performed repair on his car failed. When all was said and done, the customer and Mr. Winters acted as the best of friends. Mr. Winters made a habit of calling his customers by name and always made time to speak with their children, pass out the coveted suckers, and pet their dogs. When Mr. Winters would learn of a customer who was sick or had lost a family member he would always call them and ask if there was anything he could do.

It would be many more months into my employment period before Mr. Winters started teaching me the art of auto repair, he told me that fixing cars was easy and I would have no trouble mastering the skills. He took the time to teach me first about taking care of the most important assets of his business ... his customers!

I look back over the years since working for Mr. Winters and I realize the customer service values he taught me continue today. I also see the values of Mr. Winters in each of the Quality Oil Company diversified businesses and for that I am extremely proud. Thank you Mr. Winters.

- Danny Brown

Quality Oil Celebrates One Year Anniversary

Quality Oil recently, celebrated its one-year anniversary in the propane gas business. Much work has been done to enlarge a solid foundation built by Davie Oil. Our computer experts are working on software to more accurately track tanks and increase delivery efficiencies. Drivers and service personnel have received classroom training to further their skills through CETP (Continuing Education Training Program). A referral program has also been started through Quality Oil fuel oil drivers and service personnel.

Our Davie Staff has worked diligently to take care of current responsibilities as well as offering support and advice. One of the key factors in our growth is teamwork. If you are not directly involved, you can still be a part of the team. Bring in a lead or tell a friend about our products and services as we grow our propane business.

— Mark Rachels

Three Years of Gold

The Sleep Inn of Winston-Salem just received its third Gold Hospitality award from Choice Hotels. Congratulations go to the award winning hotel’s staff.

Family Fun Day Picnic

Our picnic for Home Office and Reliable Tank employees was held on September 7, 2002 and turned out to be a blast! It was spearheaded by our one and only Tim Lowman, Leader of the Pack, who had a great Bluegrass Band set up right here on our home office grounds. The amazing Danita Groseclose and Jamie Westmoreland did a fantastic job with the entertainment, the Bungee Run, Dunkin Booth and other exciting events.

We would like to thank all of our volunteers for their hard work and great food.

— Susan Thomas


Pickin’ ’n Grinnin’


“I’m stretched to the limit.”
— Frank McMahon

The Bad News Bears...Are Back!

The Quality Oilers co-ed softball team, Bad News Bears, made a triumphant return this summer after seven years of retirement, well almost triumphant … posting a 3-7 record. We had a great time anyway.

Now that the bats and gloves have been dusted off, we’re expecting a winning streak next year. The Oilers welcome anyone interested in having fun. Come on out, join the Oilers, and catch some fun. See you at the ole ballgame. Thanks for all your support!

— Haywood Stroupe

Let’s go Shopping ...

For those of you who are not familiar with this side of our business, we’ll update you. We have just completed major renovations of QOC’s two shopping centers.

The NewTown Center is located in Winston-Salem and has a total of 44,000 square feet of retail space. The major tenants are Gold’s Gym, New Town Bistro, Franco’s Restaurant, Cha-Da Thai Restaurant, and Breaktime Billiards. This center is located adjacent to Quality Mart 23 on Jonestown Road.

The Boulevard Plaza is larger with 115,000 square feet of retail space and located, EOR that’s short for East of Raleigh, (A Jim Slate term) in Wilson, NC. The major tenants include Blockbuster Video, Enterprise Rent a Car, along with Maxway and Piggly Wiggly. If your travels take you to either of these centers, please stop in to shop with our tenants and see our new look.

Spooktacular!

Congratulations to Lisa Lamar and the staff of Quality Mart #32 winner of the Halloween decorating contest.

Quality Oil Word Search Vol. 1

- created by Danita Groseclose

The Marine Corps Marathon & William Pittman

The Marine Corps Marathon took place on October 27th in Washington, DC. Over 18,000 runners from all 50 states and 48 countries came together to run the 26.2 miles through our nation’s capital. One of those runners is a member of the Quality Oil Team. Congratulations go to William Pittman out of the Winston-Salem office on completing this marathon.


William “still going ... and going, and ...”

Welcome to the Quality Oil Family

Whalebone Quality Plus Opened September 2002
Whalebone is located on the Outer Banks of North Carolina. It once was operated by Quality as a small kiosk operation, which closed in 1998. We have been waiting for the completion of the new bridge that by-passes Manteo and connects the mainland. The new bridge opened in August and really makes a difference in time traveling to the Outer Banks. The facility is managed by Nancy and Daryl Conners. We are pleased with the hard work and owner/operator spirit they have given to the location.

Shelby Quality Plus opened April 2002
Shelby QP is located in the small town of Shelby, south of Asheville. It is managed by Don and Melvin Bolton. They are doing a great job giving that personal touch that Quality Plus customers expect. Shelby is the first location where we have installed Diesel pumps. With the addition of diesel we will be able to fuel small and medium-size vehicles and trucks. We also anticipate it will help our Quality Fleet fueling program, which offers gasoline and diesel fuel to fleet customers.

Quality Mart #44 joined the family in October 2002

It is located at the intersection of Ten-Ten
and Kildare Farm Road in Cary.

All glass and squeaky clean car wash.

Beer Cave. No it’s not where the Bud Man hibernates during the winter. It’s Quality Mart’s newest self-serve, multi-pack cooler.

Retirement

Best Wishes… are extended to Bill Shelton of the Customer Service Department.
Bill retired on June 28, 2002.

Coming Soon — Hampton Inn Atlanta

Construction started in October 2002 on the Hampton Inn I-85 Discover Mills. The hotel is located in Northeast Atlanta and will have 127 rooms and suites. Opening is tentatively scheduled for the 4th quarter of 2003. This will be hotel number six for QOC . Hopefully by the next printing of the Oiler we’ll be telling you about number seven.

2002 Employee Service Awards

45 Years
Bobby Boles Accounting 7/1/57
30 Years
Dick Garrett Greenville Plant 5/8/72
20 Years
Haywood Stroupe Sales Supervisor 5/17/82
15 years
Caron Cline Sales Supervisor 9/9/87
Jimmie Craver Administrative 7/1/87
Cindy Gentle Personnel 11/9/87
Linda Herman Taylorsville GH 8/24/87
Junie Troxell Accounting 7/27/87
10 years
Tommy Hall Fuel Oil 6/22/92
Tammie Macemore Salisbury Rd. GH 9/9/92
Glenda Provence Salisbury Rd. GH 8/23/92
5 years
Alacea Benson Hampton/ Columbia 7/2/97
Christopher Cox Quality Mart #32 5/2/97
Moh’d Elrifai Quality Mart #20 11/11/97
Wibshet Eshete Quality Mart #20 12/24/97
Carie Thomas Graham GH 9/1/97
Lewis Fralish Graham GH 9/1/97
Tommy Hall Fuel Oil 6/22/92
Alfred Hancock Danville GH #7 9/23/97
Wanda Hancock Danville GH #7 9/17/97
Barbara King Quality Mart #36 10/22/97
John King Quality Mart #36 10/22/97
Margaret Kramer Mills River GH 5/15/97
Amy Ladd Statesville GH 11/22/97
Robel Mamo Quality Mart #34 12/15/97
Shannon Noble Accounting 9/22/97
Betty Riley Quality Mart #37 10/1/97
Brenda Rogers Quality Mart #43 9/8/97
Jimmy Sutton Sales Supervisor 6/24/97
Laura Wolfe Quality Mart #16 7/31/97

Have you heard this one?

The worker in a branch bank who called computer operations at headquarters and said: “I’ve got smoke coming from the back of my terminal. Do you guys have a fire downtown?”

The robber in a police lineup who — when asked like the others to repeat the phrase, “Give me all of your money or I’ll shoot” — shouted: “That’s not what I said!”

Give us a Hand! We are searching for Ideas ...

If you work with someone that has phenomenal customer service skill, or a special talent, we want to know! Send us your thoughts or submit a completed article to:

e-mail: bfoster@qocnc.com

or mail to:
B. Foster c/o
Quality Oil Company, LLC,
PO Box 2736,
Winston-Salem, NC
27102-2736

Be sure to include your name and a contact phone number!