When you’re not taking care of your customer, it’s usually your facilities team doing so. Our guest today understands that more than anyone. 
This episode features an interview with Tom Sansoucy, VP of Facilities at EG Group America. EG Group is the fifth largest C-store network in the country. Brands in the EG Group Family consist of Cumberland Farms, Certified, Fastrac, Kwikshop, and Loaf ‘n Jug. Prior to the acquisition by EG Group, Tom was the Director of Facilities Support at Cumberland Farms. Before that, Tom served as the Director of Client Services at ServiceChannel. He began his career as a petroleum service technician. 

On this episode, Tom discusses the importance of taking care of your technicians, creating both convenience and value for travelers. Plus, how he balances working hard with working smart.

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Guest Quote

“The thing that we say a lot at Cumberland farms is if you're not taking care of the customer, then take care of the person who is and facilities.” - Tom Sansoucy

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Time Stamps 

*(0:18) About Tom

*(1:42) Tom’s responsibilities

*(3:11) Tom’s journey into facilities

*(5:40) EG Group’s Acquisition of Cumberland Farms

*(9:17) Segment 2: Across the Goal Line

*(14:49) The Coffee Differentiator

*(15:55) Industry Shifts

*(23:05) Segment 3: How We Do It

*(26:46) Making your customers feel safe

*(27:11) Segment 4: Future Forward

*(35:47) Consumer shifts that are here to stay

*(37:00) Tom’s final words of advice

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Sponsor:

Wouldn’t you like to rest easy knowing that your brick and mortar locations are offering the best possible guest experience? It’s time to partner with ServiceChannel for peak facilities performance. Check out Servicechannel.com to learn more. 

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Links 

• Connect with Tom Sansoucy on LinkedIn
• Connect with Sid Shetty on LinkedIn
• Check out the ServiceChannel Website
• Check out EG Group’s Website