Core Ideology

Your Opinion Does Count!

I wish to extend a “thank you” to those who took the time to fill out the recent employee survey. We are honored to be in the top 20% of companies surveyed by the Employment Security Commission. We had an excellent number of responses and the highest number of comments illustrating the interest of our employees. Most importantly, you are proud to work for Quality Oil Company and Reliable Tank Line, and proud to tell people you do. You believe and live by our Core Ideology.

The challenging part is that we have some issues that must be addressed differently by each division. Hopefully, by now you have been involved in a follow-up discussion by your department leaders to seek clarification on some important concerns and explain our action plan. We trust your opinion. It has not fallen on deaf ears. Each and every one of us must be part of the fix.

From the survey, we learned some things that are of great importance to you and that would make us a better company. As you can imagine, each division will have its own action plan of how to address the issues. Some can be implemented immediately, and some need more thought to make sure we do it right. We have learned a lot during this process, but two things in particular stand out: One, you are proud to work here and want your opinions heard — because you care; and two, we must find a way to get honest feedback from you more often. There are two major mistakes a company can make when thinking about an employee survey: First — fear it so that you don’t do it. Second — do it and do nothing about it — just put it on the shelf.

Before we began the survey, our management team pledged the following:

• Don’t ask if you are not willing to hear honest feedback.
• Listen with an open mind.
• Carefully study and analyze the results by each division.
• Action!

We are in this together. Your opinion does count!

Thanks again.

— Graham Bennett

Graham Bennett, President

Nellia Hall
Customer Service Manager.

Twenty-nine and Holding …

That is what everyone says once thirty-something has come and gone. But in Nellia Hall’s case, it is true! That’s right. Our customer service manager is celebrating her 29th year as an employee of Quality Oil Company.

Nellia was hired as a bookkeeper at Quality Oil of Statesville — a branch office at that time. She worked in the accounting department here at headquarters where all the desks were lined up in one big room. Perhaps cubicles had not been invented yet! One day, Rocky Nolen, her supervisor called her into his office and asked if she would like to work in the Credit Department. After a bit of thought, she agreed to make the change. In 1998, Nellia became the manager of customer service when the department was split into two sections: Customer Service and Collections.

“When our customers call, they expect help, and we try not to disappoint them,” Nellia says. “If we can simply treat our customers as we would want to be treated as a customer, we can make a connection with them. The best way to do that is to listen to what they have to say. If we do all in our power to fulfill their need, the customer not only will return but will spread the good word about our company.”

Nellia has seen many changes over the years, and probably the most notable has been the introduction of computers. Having access to customer information at the touch of a button was only a dream twenty-nine years ago.

— Kit Platou

Division
Burner Service
Fuel Oil
Propane Delivery
Propane Service

1st Place
Chris Southern
Jessie Hairston
Jay West
John Shutt

Pride Winner

Michael is our spirit! As Guest Service Manager at Hampton Inn-Atlanta, Michael Swords is a person of many skills who is always willing to share and assist. He never complains and is always willing to stop what he is doing to help someone else.

Last week, a couple came to our hotel — not knowing where their reservation was. Michael spent more than 15 minutes calling local hotels in an effort to help them find the room they had reserved. The couple decided to stay with us, but Michael continued to make calls so the couple would not be charged a “no show” elsewhere.

Going the extra mile is not new for Michael. On one occasion, a team member was impressed to see Michael quickly put together a small breakfast bag for a hungry guest who had arrived too late for dinner. Another time, Michael offered stranded guests transportation to the mall or local restaurant.

Michael monitors our SALT scores (a guest satisfaction survey program) everyday, taking the time to analyze and look for trends. He has made graphs for each department and updates them daily so everyone knows current SALT results.

Michael sets the example for all of our team members and is respected and well liked by everyone.

Michael Swords this years Pride Winner is the Guest Services Manager at Hampton Inn-Atlanta.

2007 Platinum Award Winner

For the second consecutive year, the Sleep Inn team at Hanes Mall in Winston-Salem has received the prestigious Platinum Award from the Choice Hotel system. Only 99 Choice Hotels and 11 Sleep Inns from 3,000 in the system received the award. The Sleep Inn-Hanes Mall was one of two in the entire Southeast region to be recognized.

This award is presented to hotels that have achieved excellent guest satisfaction scores, high inspection scores, are highly marked as “likely to recommend” and ranked in the top 5% of their brand.

Congratulations to the entire team at the Sleep Inn-Hanes Mall for your consistent and continued success and for continually striving “to be better today than yesterday.”

Art Williams, General Manager of the Sleep Inn-Hanes Mall, receives the 2007 Platinum Award from Choice Hotels’ Bruce Haase, Sr. VP with Brand Operations, and Johnny Walker, President of the Choice Hotels Owners Council.

Homewood Suites-Atlanta Opened in July

Quality Oil’s eighth hotel, the Homewood Suites-Atlanta, opened on July 27, 2007. The hotel has 110 rooms with a theater room off the main lobby. We employ about thirty associates. The hotel caters to the extended-stay market. Extended stay refers to a stay of five days or longer. There are 202 other Homewood Suites in the country. Our facility became number 203.

Front entrance to the new Homewood Suites-Atlanta.

The pool area.

The main lobby area.