Orlando Shell marketers, be on the lookout for the mystery shoppers to be stopping at your locations soon. A shopper was spotted today, September 9, 2015 at a Shell on Old Winter Garden Rd. in Orlando.
Please take this as a reminder that Shell’s new Mystery Motorist Program will be enforced starting this period; period 3. Please ensure that these 12 critical areas are in check and up to the standards of the Shell brand.
- Primary ID sign (Clean, well maintained with prices properly displayed)
- Forecourt clean and well maintained
- Location well lit during hours of darkness
- Canopy clean and well maintained
- Pump clean, well maintained and in working order
- Island Card Reader functions properly and gives a receipt
- Customer amenities available, stocked and clean
- Interior of store clean and well lit
- Restroom is available, stocked, functioning and well lit
- Cashier wearing a clean Shell uniform and nametag
- Cashier acknowledges customer
- Cashier handles payment transaction properly
What does a failure mean for you?
MISSING THREE (3) OR MORE SITE ESSENTIAL QUESTIONS WILL BEGIN THE SITE DE-IDENTIFICATION PROCESS.
- Sites will receive Notice to Debrand Letter for first failure
- The Notice to Debrand Letter will be rescinded if the site passes the next MartizCX-scheduled shop or site purchased shop
- If the site does not pass the next MaritzCX-scheduled shop (consecutive failures), the Notice to Debrand process continues and the site must be debranded by the stipulated due date
Failures resulting in Debrand will be deemed a violation of your supply contract and all outstanding balances including, but not limited to, branding costs, unamortized incentive or gift balances paid by Shell, and specific performance will become immediately due and payable.
Execution is Excellence!
In today’s competitive environment and intrusion of big box chains impacting margins and profits, we cannot afford to under perform in the areas of customer service or site cleanliness. It is of upmost importance we provide our customers with the welcoming environment they deserve. These programs are in place to reinforce and enhance the elements that resonate most with your customers, maximizing their experience both at the pump and in your store, and help to ensure they return to your locations.
Remember, that the gas nozzle is your customer’s handshake with the brand and your store… we want that 
handshake to be clean, firm, and inviting to explore the other offerings inside.
Thank you for your prompt attention to this important matter. Please contact your dedicated territory manager if you have any questions and to schedule an on-site consultation to review the program requirements and remedy infractions.
