|| Print ||
|Articles - October 2012|
|Monday, September 24, 2012|
BY DAN COOK
Kent Couch’s aerial exploits have been chronicled for the world to dissect and ponder. Known as the lawn-chair balloonist, Couch has pursued for the past decade an esoteric hobby. He attaches huge helium-filled balloons to a Bi-Mart lawn chair and ascends into the stratosphere to see where the winds will carry him.
His most recent flight took place on July 14. This fifth trip was perhaps his least successful. The contraption stalled above Madras because of bad weather, forcing Couch and his fellow traveler, Iraqi pilot Fareed Lafta, to bail. The pair plans to ascend again this fall in Iraq to raise awareness about Iraqi orphans.
But even a failed flight is expensive. Couch estimates the trip, paid for by Lafta, cost around $15,000, about double the price of his earlier excursions due to skyrocketing helium costs. The Iraqi flight may cost even more given the travel involved.
Leaning back in his swivel chair in his cramped office at the Shell Stop N Go mini-mart he owns on the eastern outskirts of Bend, Couch explains how excellent customer service pays the freight for the flights.
“Here it’s all about the service,” Couch says. “Anybody can run a gas station or a convenience food store. We do things differently.”
Couch does not come across as a risk-taker, although he regularly takes them in his business as well as in his ballooning. Quiet and affable, the 52-year-old father of five and grandfather of four has an aw-shucks air about him that belies his inner drive.
Couch spent 20 years with Safeway. Customer service was a way of life there and Couch paid attention. He started as a bottle boy in Pendleton at 15 and moved up the ranks to store manager. When Safeway relocated him to Redmond, he felt at home and soon yielded to his inner entrepreneur. “You get to the point where you say, ‘I can do this myself,’” he says. He purchased the Stop N Go in 1997. He liked the concept. Folks come in for one thing — gas — and buy something else — soda, beef jerky, a lighter. Or they want to grab something from the store and they decide to gas up. Size-wise, it was more manageable than the independent grocery stores he had considered purchasing. The location was right — a large intersection on the road to Burns. He bought it and immediately began to restructure it around customer service.
With an average of 3,000 customers a day, Couch and his team have plenty of opportunity to practice their strategy. It’s a place where everybody knows your name. “Sometimes I might forget someone’s name, so when I see them coming, I go ask one of the employees. Someone always knows,” he says.
Couch puts money into research and rewards. Every week for the past decade, Couch has paid mystery shoppers to transact business at the Stop N Go and report back. Highly rated employees get bonuses of at least $25 a week. Shell Oil also conducts its own mystery-shopping program. “We’re always in the top five in the nation with Shell,” he says.
Then there are the old-fashioned uniforms. The 36 employees wear snappy outfits that Couch pays for and has laundered. The gas-pump jockeys (who wash your windows) sport crisp white suits complete with caps, a throwback to the 1950s. Couch says they cost $600 each but they set his crew apart from other stations. “Our uniforms are part of our brand,” says Couch. “It costs us quite a bit, but it’s worth it.”
Couch constantly adjusts and expands his store inventory based upon customer input. Although not a beer drinker, Couch knows that a lot of his regulars are. His first response to this customer demand: the Beer Cave, a highly stylized beer cooler featuring just about any brand of beer. This spring, responding to the latest beer-drinker trend, growlers, he opened a small growler bar. Encouraged by the strong response, he unveiled a greatly expanded growler bar in August. It was an instant hit.
Couch has dabbled in other businesses over the years; he built the Sisters Market in Sisters and subsequently sold it, and he ran a powder-coating business in Bend for a few years. But for now, he’s concentrating on the Stop N Go — and balloon flights. No better way to escape the pressures of the job than relaxing in a lawn chair at 15,000 feet.
Monday, August 18, 2014
Portland is in the middle of another construction boom, with residential and office projects springing up downtown, in the Pearl and Old Town. OB Web Editor Jessica Ridgway documents the new wave.
Thursday, June 26, 2014
BY ERIC FRUTS | OB BLOGGER
Last year, the housing market in Oregon—and the U.S. as a whole—was blasting off. The Case-Shiller index of home prices ended the year 13% higher than at the beginning of the year. But, was last year a blip, or a trend?
Thursday, July 24, 2014
BY CLIFF HOCKLEY | OB GUEST CONTRIBUTOR
With the increasing retirements of Baby Boomers, a massive real estate shift has created a significant increase in demand for NNN properties. The result? Increased demand has triggered higher prices and lower yields.
Wednesday, August 13, 2014
BY TOM COX | OB BLOGGER
When I say, “Your Employee is Always Right,” I do not mean “right about the facts,” but rather “right about how they feel” and “right about how they want to be led.”
Monday, June 30, 2014
Oregon Business magazine won two silver awards for excellence in writing in the National American Society of Business Publication Editors Western region competition.
Tuesday, July 08, 2014
BY LINDA BAKER | OB EDITOR
The New Yorker recently published a sharply worded critique of “disruptive innovation,” one of the most widely cited theories in the business world today. The article raises questions about the descriptive value of disruption and innovation — whether the terms are mere buzzwords or actually explain today's extraordinarily complex and fast changing business environment.
Update: We caught up with Portland's Thomas Thurston, who shared his data driven take on the disruption controversy.
Thursday, June 26, 2014
|The Private 150: Bigger But Leaner|
|The Perfect Food|
|Powerlist: Staffing Firms|
|Taxis Uber Alles?|
|U.S. dollar hits nine-month high against euro|
|Demand for tablets declines|
|U.S. housing market improving|
|Hospital network hacked, 4.5M records stolen|
|Dollar General enters bid for Family Dollar|
|More than a third of Americans lack retirement savings|
|Coca-Cola acquires major stake in Monster Beverage|
Vigilant enters a New Year with a new president.
How George Fox has become one of Oregon's largest private universities.
Forest Grove sees growth in the burgeoning food and beverage scene.
Fifty-one Lane Powell lawyers were recently selected by their peers for inclusion in The Best Lawyers in America® (Best Lawyers) 2015; of those selected, 23 lawyers are from the Firm’s office in Portland, Oregon.
Barran Liebman is proud to announce that Andrew Schpak, a Partner of the firm, has been named Chair of the American Bar Association’s Young Lawyers Division for the 2014-2015 bar year.
Vanessa Sturgeon and Miller Nash LLP were selected as leaders in encouraging female advancement.