BY AMBER J. CRAFT
Special to the Telegraph
The long-awaited arrival of Wawa to Starke was met with great fanfare on March 2, as the Pennsylvania-based convenience store chain celebrated the grand opening of its first location in Bradford County. The event was not just about introducing a new store, but about embracing the values of community engagement and customer service excellence that Wawa has become known for across the nation.
The celebration kicked off with performances by the Bradford High School band and cheerleaders, adding a lively atmosphere to the festivities.
In true community spirit, local first responders, firefighters, and members of the sheriff’s office took part in a friendly competition called “Hoagies for Heroes.”
The teams battled it out to see who could build the most hoagies in just two minutes, with the winner earning bragging rights, a trophy, and the opportunity to have Wawa donate $1,000 to the charity of their choice.
City Commissioner Danny Nugent was also present to welcome Wawa to Starke, emphasizing the excitement and support the community has for the new addition. As Wawa General Manager Breanne Quintana explained during the ribbon-cutting ceremony, Wawa is more than just a convenience store—it’s a company deeply committed to customer service, family values, and supporting the communities it serves.
Commitment to Excellence
According to Quintana, Wawa’s dedication to customer service stems from the six core values that guide every aspect of their business. One of those values, “execution excellence,” is particularly focused on maintaining high standards and ensuring that each interaction with customers is a positive one.
“We have standards that we uphold, and it’s my job as a general manager to ensure that everyone is held accountable,” said Quintana. She added that this commitment to accountability extends to every aspect of the customer experience, from the moment someone walks into the store to how concerns and complaints are handled.
When asked how WAWA manages customer service concerns, Quintana explained the system in place.
“We have what we call VOTC, or Voice of the Customer,” she said. Wawa utilizes QR codes located around the store to invite customers to share their experiences. These messages are reviewed daily by the management team, allowing for quick responses to any issues that arise.
“If that’s not good enough for the citizens, then we have a corporate office that we offer a phone number for on the bottom of the receipt,” Quintana added.
The GM further explained that complaints or feedback received through the corporate office are addressed promptly, with the area manager and general manager working together to resolve any issues.
She said the company’s proactive approach to customer service ensures that concerns are addressed swiftly, whether through simple coaching for staff or, in more serious cases, escalation to higher management or HR.
“We want to be the best and strive for that every single day,” Quintana emphasized, underscoring the importance of maintaining high service standards.
Weddings inside the store
The manager said that one of the unique aspects of Wawa that sets it apart from other convenience store chains is the strong emphasis on creating a family-friendly atmosphere.
For Quintana, Wawa is not just a place to grab a hoagie or coffee—it’s a place where relationships are formed and memories are made.
“There’s so much we can say that we would love to share with the community,” said Quintana. “Family vibes, creating friendships, memories. For instance, I met my husband at a Wawa. There are a lot of love stories that have been created. We’ve had weddings inside the store.”
This sense of community extends beyond the store walls, as the company makes it a priority to support local events and organizations. Through the Wawa Foundation, the company provides financial and logistical support to community initiatives, such as donating tents, banners, or funds for local festivals and schools. In fact, Wawa has contributed over $182 million in donations to communities over the years, making them a key player in community support and outreach.
“We have the Wawa Foundation,” explained Quintana. “Whenever someone comes up to us and says something like, hey, the Strawberry Festival is coming up, we have them go online and say this is what we would like from you guys, whether that’s a tent or a banner or physical support. Sometimes we donate $500 or $1,000 for a football banner for the schools.”
A Warm Welcome to Starke
Quintana noted during the grand opening, that the welcome from the Bradford County community has been nothing short of heartwarming.
“This is the fifth or sixth opening I’ve done in my career, and I can say this is the warmest welcome that we’ve ever experienced. I really appreciate that the community welcomed us,” she said. “Usually we say, ‘Welcome to Wawa.’ When they were coming in, they were saying, ‘Welcome to Starke.’ That is one thing I want the community to know is that I really do appreciate the warm welcome.”
