Mason Enterprise Sdn Bhd has just started their business in September 2019. We are pleased to know that this station has successfully signed up 3 StarCard customers (all of which have been approved by Chevron) within 5 months! We interviewed the station manager, Ms. Lim Moy Ting to know more about their success story.
Q: When did you start promoting StarCard sign ups, and why did you start to believe in our StarCard direction?
A: In year 2019, I attended a refresher training at Pen Petroleum office. That was the first time I was exposed thoroughly to the idea of driving sales via StarCard program. Right after the training, I immediately tried to execute StarCard solicitation at my station. I would say, I did not have any special strategy except for persistently upselling the benefits of StarCard to potential customers. As days go by, my customers’ awareness about StarCard increased and it was them whom then proactively came back to me to check out more information about StarCard. At that moment, I know that StarCard solicitation works.
Q: What motivates you to continue soliciting StarCard customer?
A: I trust that StarCard can bring numerous benefits to my customer. For instance, StarCard brings convenience. Our customers do not need to track their fleet claims manually. They are able to monitor and control their company vehicle’s fuel expenditure easily. On top of that, StarCard gives rebate to its users. When my customers shared that StarCard had helped their business in many ways, I have great sense of satisfaction! Of course, most importantly, it helped to increase our station diesel sales. That keeps me going.
Q: How do you retain your StarCard customers?
A: Good customer service is the basic factor. To encourage our StarCard customers to come re-fueling at our station, we will reward them with some extended service. As an example, we help customers to keep their StarCard safe in our custody, ensuring that the StarCard is not abused by their company drivers. We also took the opportunity to sign up new Journey™ Card for the customers so that they won’t miss any chance to earn BPoints when their drivers pump at our station. Essentially, when you deliver good customer service, your customer will choose to pump with you.
Q: Why did you prefer your customer to sign up StarCard rather than local account?
A: By signing up StarCard customer, it really helped us to ease a lot of administrative work. We are able to avoid ineffective work such as manually managing local account statements and records – all that has been automated by StarCard system. In addition, we do not have to worry about bad debts by local account customers. We let our manpower to focus on customer service instead.
Pen Petroleum applaud Mason Enterprise’s effort. Thank you for being Caltex StarCard ambassador with such inspiring story! Congratulations once again.