News | News Archive | Spring 2002

President's Message Remember when? Well, maybe some of us do. “The Man Who’s In A Hurry” In Remembrance In Loving Memory… Congratulations Life before computers Our Resident Santa Claus Quality Mart held its Annual Awards Meeting in December What’s 300 Degrees Below Zero and Catches on Fire Instantly? Dealer Corner Welcome to the Quality Oil Family Have you heard this one? QOC’s Hampton Hotels Bring Home the GOLD 2002 Employee Service Awards

Spring 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

• We are who we are. Our Core Ideology and heritage compels us to be successful.
• Our ability to deal with cost containment — We are better today than most companies; however we need to continue to get better. Most companies talk about it, but our company will do it. This is how:
• We will become more open-minded to change … never accept something just because it has been done that way over the years.
• Our training programs will be more thorough and will strive to instill in everyone the value of cost efficiency, knowledge of the job, systems, and equipment.
• Each of us will spend money as if it were our own. You have heard this before but nothing like you are going to hear in the next couple of months. We do this better than most companies today, but we also fail at it every day.

When times get tough, Quality Oil has always set a shinning example because we are financially fit and we have a better team than any company I know. Our Core Ideology continues to remind us of the values of operational excellence. So let us seize the moment and recognize the situation that we are in. If we work hard to contain our costs in the next coming months, I can promise you opportunities for an aggressive and growing company like ours. And, it will put us in a position to do amazing things. I thank you for your personal commitment and leadership in cost control.

— Graham Bennett

Remember when? Well, maybe some of us do.

	Shell Station built in the mid 1930s — Corner of 5th and Marshall Streets, Winston-Salem, NC
	(No, you’re not seeing things. The sign does say 29 cents a gallon.) Stirwalt Shell, 1954, China Grove, NC

“The Man Who’s In A Hurry”

— Bob Yates, Editor
Reprinted from the Quality Oiler, December 1955

Americans have a reputation for always being in a hurry. They waste plenty of time, true – but they want to waste it in a place and manner of their own choosing.

Modern merchandising, to be successful, must gear itself to the fast pace of modern man. This is an age of two-hour dry cleaners and drive-in banks, of jet planes and fast cars. Everything is being set up for the convenience of the man who’s in a hurry.

Motorists do not want to dawdle in a service station any more than they want to creep along an expressway. They do not have time for either. Dealers should be guided accordingly.

When a car pulls into your station, the driver begins looking around for a salesman even before he comes to a halt. If he does not see one, he begins wondering where everybody is and how long he will have to wait. And the longer he has to sit there twiddling his thumbs before a salesman shows up, the greater his hurry to get away and the less he will buy.

But if your service is unusually fast … if you meet and greet the customer promptly and take care of his needs with a minimum of delay … he is likely to spend more time and more money at your station. And he will come back to you for the service jobs that require more time when he is not in so great a hurry.

In this age of speed, it pays a dealer to be at the pump island, or at least on his way there, by the time the customer’s car comes to a stop.

Note:

What would Mr. Yates think about our fast-paced world of 2002? High speed Internet, HDTV, and cell phones are common in our society. The twenty-first century promises even more technology with ever increasing speed. Dry cleaners are now one hour and you can drive-in almost anything from fast food restaurants to drug stores. Yes, we are still a country in a hurry. Competition is even greater today no matter what your business. There are more of us to buy things but also more places to buy them. So, who gets your business — the person that ignores you and waits on you only if you happen to get in their path … or the one that greets you with a smile and a “glad you stopped by” attitude?

Customer service. That’s what it’s all about even today.

In remembrance

The employees of Quality Oil Company would like to express their sadness at the passing of Ed Young. He came to work for us at our administrative office in Winston-Salem on November 14, 1994 as a Burner Service Technician. He died on December 8, 2001 after complications following back surgery. We will miss his sense of humor and caring attitude.

In Loving Memory…

The employees of Quality Oil Company would like to express their sincere condolences to the family of James Kirk Glenn, Sr., who passed away on October 4, 2001. Mr. Glenn was a founder and general partner of Quality Oil Company from 1936 until his retirement in 1989. He was an industry leader, highly respected by both employees and competitors. He is a man who will truly be missed.

Congratulations

Congratulations to Clarence Gore of our Fuel Oil and Burner Service Department! During his 3 years as a burner service technician, Clarence has consistently received high praise from our customers.

Compliments range from his cleanliness during service calls to the time he spends explaining problems and solutions. Many customers request him by name!

Thanks, Clarence, for the dedication and excellent representation of our core ideology!

— Danita Groseclose

Life before computers:

An application was for employment.
A program was a TV show.
A cursor used profanity.
A keyboard was a piano.

Memory was something you lost with age.
A CD was a bank account.
Compress was something you did to garbage,
Not something you did to a file.

Log on was adding wood to a fire.
Hard drive was a long trip on the road.
A mouse pad was where a mouse lived,
And a backup happened to your commode.

Cut you did with a pocket knife.
Paste you did with glue.
A web was a spider’s home,
And a virus was the flu.

I guess I’ll stick with my pad and paper
And the memory in my head.
I hear nobody’s been killed
in a computer crash, But when it happens
they wish they were dead.

Our Resident Santa Claus

On a visit to our service dispatch office almost any day you are apt to find a jovial fellow of some odd years. He has a twinkle in his eye, a smile on his face, jolly red cheeks, and a head full of strawberry blonde hair. Should you linger a while, he will regale you with stories of his beloved friends and family or one of his many experiences during his 45 years in the oil business. His name is Ralph Bolt, affectionately known as “Red!”

On one occasion, Ralph mentioned the passion he has developed for woodworking. Some years ago he observed his friend, Joe Brim, displaying his handy work and decided that this looked like something he would enjoy, too. I assumed, incorrectly, that this fascination was meager. Perhaps he whiled away the hours whittling on the porch, or gathered with the gentleman of his neighborhood discussing the finer aspects of building a tool shed.

Imagine my surprise the following day when Ralph appeared and presented me with a selection of hand-crafted wooden toys! To my delight there were fire trucks, trains, tow trucks, planes, cradles, and cars of every shape and size. Some were finely detailed for display and others sturdily built with years of quality playtime in mind. As I examined these treasures, Ralph explained that for the past 15 years he had been the proprietor of P & R Toys!

The inspiration he received from his friend Joe had led to making china hutches, tables and the like. With the scrap wood from these projects, Ralph tinkered with different ideas for toys. Soon he realized his greatest satisfaction came from the excited murmurs of appreciation of the toys from young and old who frequent craft shows!

From his first successful design, a Model “A” Ford, to his most recent addition of an ironing board set, Ralph’s toys have become a staple in many local children’s toy boxes. According to Ralph, “There is nothing quite like seeing a child enjoy something you have created with your own two hands.”

Ralph and his wife present the collection throughout the year at various local craft shows. They have been invited to travel as far away as Venezuela to showcase these marvels! Their toys have homes as far East as Paris, France and West as Anchorage, Alaska. It seems people from all walks of life have come to appreciate the quality craftsmanship and memories of yesteryear these toys represent.

When speaking to Ralph about the toys, I couldn’t help but notice his pleasure, the look of pride as he picked up each toy to explain its individual characteristics, and the concern evident when he recalled repairs made for various children after bouts of rough play.

As incredible as it may sound, what I have come to appreciate most about his toys is the stamp on the bottom of each meticulously crafted object. As I mentioned before, the company name is P & R Toys. The “R” is self-explanatory, for Ralph, of course, but notice the honorary first place is held by a “P”! This initial represents his loving wife and companion of 43 years, Peggy. This simple gesture bespoke more to me than his impressive talent, for not only has Ralph been blessed with the gift of incredible hands, but an infinite appreciation for the people who have touched his life.

People have always said that you can learn a lot about a person by the work they do. With Ralph, the proof is in the small details!

— Danita Groseclose

Quality Mart held its Annual Awards Meeting in December

Congratulations to the following award winners:

Manager of the Year Winners (front row, left to right) Norma Worthy, Elaine Ruano, Barbara King. (back row, left to right) Graham Bennett, Gray Fowler, Harry Alexander, Tim Lowman, Gene Lauer, and Michael Duckett.

What’s 300 Degrees Below Zero and Catches on Fire Instantly?

The answer? Try 11,000 gallons of propane.

Propane (C3H8), also known as liquefied petroleum gas (LP-gas), is one of the nation’s most versatile sources of energy and supplies 3 to 4 percent of our total energy use.

It is unique in that it can be either a liquid or a gas depending on the temperature and pressure that it’s under. At normal atmospheric pressure and temperature, it is a non-toxic, colorless and odorless gas. Just like natural gas it can be readily detected by the identifying odor of rotten eggs.

What are some other interesting points? If propane gas leaks, it doesn’t puddle; it readily dissipates into the air. When the liquefied gas is released from the container, it expands rapidly. In fact, LP gases expand approximately 270 times when released into the atmosphere. If we released one gallon of liquid into the atmosphere, we would create 270 gallons (by volume) of vapor.

Propane is very cold natured. Pretend you had a glass full of propane ice cubes. At 310 degrees below zero you would see the cubes begin to melt. If the temperature climbed to a warm 44 degrees below zero they would actually start to boil! In contrast to all of this, propane is also flammable. While it is more stable to haul than gasoline, propane’s unique characteristics require that it be hauled in specialized trailers that are almost puncture resistant and fitted with pressure relief equipment.

Quality Oil Company entered the propane business with its acquisition of Davie Oil Company. With the acquisition, we inherited about 3000 propane customers. Reliable Tank Line supplies the distribution center in Davie County about once a week with propane from the terminal in Apex. Over the next year, Reliable is looking to add other distributors to its propane supply line, making it a viable addition to Reliable’s business.

What kind of person does it take to haul around this new and unique product? People like Terry McGuire and David Marler.

Terry has been with Quality Oil Company for about 14 years. He has done several things for the company over the years, but for him this has been the most enjoyable and exciting.

Terry McGuire was the first driver for Reliable Tank Line to haul this new product. When Terry heard about the acquisition, he actually volunteered for the opportunity to haul the propane. What motivated him to take on this new assignment? “I like doing different things,” Terry explained. “I’ve always enjoyed being in on and being part of something new.” When he landed the assignment, he had to go through about 40 additional hours of training in order to be certified. Terry is now not only qualified to haul propane, but also can train others.

David Marler, who has been with Quality Oil for a little over a year now, has extended himself and has qualified to deliver product. As the business grows, others from Reliable may be called on to transport this new and distinctive addition to the Quality Oil Company product line.

So, the next time you see that oddly shaped tanker out back, remember Terry McGuire, David Marler, and all of the other drivers at Reliable Tank Line. While not all of us would have the nerve to do what Terry and David are doing, we all can appreciate their desire to learn new things and their determination to “be better today than yesterday.”

— Greg McGann

Dealer Corner

Welcome to the newest members of our Quality Oil family. Terry Duncan is the new dealer at Old Town Shell and working alongside him is his son Jake.

Terry gained retail gasoline marketing experience by managing a Marathon station for many years. Recently, he operated an automobile and motorcycle repair shop near Mocksville.

Mike and Allison Meadows are the new dealers at 109 Shell on Thomasville Road near Wallburg. Mike had worked part time for the station for about a year and when the station became available he purchased it without reservation. Allison is a full time accountant and plays an integral part in the station’s operation. Mike and Allison are the proud parents of a new baby girl, born April 10th. Mike is still wondering where her volume control is located! Bill Carrington-Smith, current dealer at Eastgate Shell in Raleigh, has opened a second location, Bragtown Shell, in Durham. Bill, his brother John, and partner John Burke were approved for a second station because of their exemplary operation in Raleigh.

All of us at Quality Oil Company wish you the best in your new business ventures.

— Danny Brown

Welcome to the Quality Oil Family

The last half of 2001 showed unbelievable growth for our Quality Plus facilities. Since August of 2001, we have opened 5 new locations throughout North Carolina. It’s really quite exciting to experience such rapid growth. With the design of the perfect Quality Plus Plan, we have cut down on actual construction time and hopefully lowered the cost of building our new facilities.

The key to developing these new locations is recruiting good people to manage them. It has been our pleasure to find excellent managers who have done a remarkable job of learning the business over just a few short months.

— Andy Sayles

	Lexington QP Opened December 2001 Managers: Bill Thomas & Jan Rouse
	Etowah QP Opened December 2001 Manager: Kelly Wilkie
	Asheboro QP Opened November 2001 Mangers: Roy & Dorothy Smith
	Forest City QP Opened August 2001 Managers: Bruce & Inez Wilson
	Alexander QP Opened October 2001 Managers: Ronald & Barbara Atchley

Have you heard this one?

A Wedding Tale…

When I was younger I hated going to weddings. It seemed that all of my aunts and the grandmotherly types used to come up to me, poke me in the ribs and say, “You’re next!”

They stopped doing that … after I started doing the same thing to them at funerals!

Front Row Seats

An usher in a very posh theater noticed a man sprawled across three seats. “Sorry, sir,” the usher said, “but you’re only allowed one seat.” The man groaned but did not budge.

The usher became impatient and said, “Sir, if you don’t get up from there I’m going to have to call the manager.” Again, the man just groaned, which infuriated the usher, who turned and marched briskly back up the aisle in search of his manager.

In a few moments, both the usher and the manager returned and stood over the man. Together they tried repeatedly to move him. “All right buddy,” the manager said, “What’s your name?”

“Sam,” the man moaned. “Where did you come from, Sam?”

With pain in his voice, Sam replied, “The balcony!”

— Joke of the Day

QOC’s Hampton Hotels Bring Home the GOLD

QOC hotels had a great year in 2001; three of our hotels received the Hampton Pride Award at the national conference held in New Orleans in January 2002. This award is given to the top 5% of all Hampton hotels, based on their product and service scores from guests.

You ask, what does it take to be in the top 5% of a chain of 1000+ hotels? It takes a strong day-to-day focus and commitment as each team member strives to exceed the guests’ expectations every minute of every day — guaranteed!

Congratulations to the following hotels for showing the world that they are indeed better today than yesterday:

— William Pittman

	Hampton Inn-Christiansburg, Va.
	Hampton Inn-Columbia, SC
	Hampton Inn & Suites-Cary, NC

2002 Employee Service Awards