5 minute read
STORE REVIEW: A SERVO WITH SOUL
A servo with soul
With a fresh look, strong local ties, and standout food and coffee, bp Lauderdale is raising the bar for modern convenience retail.
Words Thomas Oakley-Newell
NESTLED ALONG TASMANIA’S southeastern coastline, bp Lauderdale is challenging the conventions of traditional service stations. With a vision that extends far beyond refuelling vehicles, the site, which is operated by Lowes Petroleum, has embraced an innovative approach that transforms the store into a vibrant, community-focused destination.
At the heart of this transformation is The Local Hub concept, a retail model that repositions the humble servo as a social space and local asset. According to Sharon White, Head of Sales and Marketing at Lowes Petroleum, it’s this concept that sets the store apart from its competitors.
“Our bp Lauderdale store stands apart from its local competitors through our innovative ‘The Local Hub’ retail concept. This concept is designed to create a community-centric space that offers more than just fuel and convenience items.”
A customer-first approach
Rather than functioning purely as a stopover, the site has been designed to invite locals and visitors alike to relax, dine, and connect. The store’s modern fit-out features streamlined navigation, clearly defined zones, and a welcoming layout that enhances both functionality and ambience. The experience, as White describes it, is intentional and people focused.
“Our goal is to create a welcoming and friendly environment where customers feel valued and appreciated.”
On entering the store, customers are met with warmth and efficiency. Seating areas offer a place to pause, and the layout guides visitors through curated zones such as the dedicated barista coffee area and a freshly made food section. This attention to design ensures that customers can easily find what they’re looking for or stay a while longer and enjoy something more substantial.
Food that goes beyond expectations
One of the store’s most defining features is its food and beverage offering, which represents a significant departure from traditional petrol station fare.
“Our food and drink offering at bp Lauderdale is a key differentiator that sets us apart from other sites in the area,” White explains.
Customers can expect a diverse and inclusive menu, ranging from fresh sandwiches, wraps and salads to hearty hot meals like burgers and fish and chips. Pastries are baked fresh, and the coffee is crafted by baristas using state-of-the-art equipment.
“Our investment in equipment technology ensures consistency in the coffee and food produced by our teams. For example, our Reneka coffee machine features automatic milk frothing, tamping, and grinding, providing consistency in every cup of coffee and increasing productivity.”
Importantly, the store continues to cater to traditional expectations too, retaining popular hotbox favourites such as pies and sausage rolls, a nod to the classic Aussie servo experience.
Modern but community-focused
While food and coffee may be at the forefront, bp Lauderdale is also adapting to broader shifts in consumer behaviour and retail trends.
“Over the past six to twelve months, we’ve noticed several emerging trends in the P&C industry. The use of advanced technologies like IoT and AI is becoming more prevalent, helping to streamline operations and enhance customer experiences.”
In line with these trends, Lowes Petroleum is investing in the continual modernisation of its sites, using technology not just to improve operations, but also to support the customer journey, from efficient transactions to product consistency and tailored experiences.
Our goal is to create a welcoming and friendly environment where customers feel valued and appreciated.
– Sharon White, Head of Sales and Marketing, Lowes Petroleum
Despite the technological advancements, at the core of bp Lauderdale’s success is a commitment to community. From partnering with local suppliers to supporting community events, the store reflects the values of the region it serves. This local alignment is also seen as a cornerstone for the future of convenience retailing.
“The focus on community engagement and local partnerships will become increasingly important, as customers seek out retailers that align with their values and contribute positively to their communities,” says White.
Success starts at home
For those in the P&C industry looking emulate the success of bp Lauderdale, White’s best advice is to prioritise customer experience above all else.
“A successful store is one that consistently meets and exceeds customer expectations. This involves creating a welcoming and friendly environment, offering high-quality products, and providing exceptional service.
“It’s also important to stay attuned to customer feedback and continuously adapt to their changing needs and preferences. Investing in staff training and development is crucial, as well-trained and motivated employees are key to delivering a positive customer experience.”
Another important factor in maintaining a successful store is working well with suppliers, with White emphasising the importance of collaboration and shared insight.
“It’s essential for both parties to understand each other’s goals and challenges and to work together to find solutions that benefit both sides. Regular meetings and feedback sessions can help identify areas for improvement and opportunities for growth. Additionally, sharing data and insights can enable more informed decision-making and better alignment of strategies.
“By working closely together, suppliers and retailers can create more effective promotions, optimise product assortments, and ultimately enhance the customer experience,” explains White.
