The Decline of Driveway Service at Independent Petrol Stations

In Australia, driveway service at petrol stations, once a hallmark of customer service, is becoming increasingly rare. While some independent petrol stations still offer this service, it is considered 'very unusual' in today's fast-paced fuel market. The shift from personalized service to self-service is attributed to technological advancements and changing consumer behaviors.

Historically, petrol stations provided a range of personalized services, including windshield cleaning and checking engine fluids. According to Colin Dennett, a historian and author, the transition to computerized fuel pumps in the 1990s significantly reduced the need for attendants. Dennett, who wrote 'An Illustrated History of Ampol' (2022), explains, "Once site operators realized they could control multiple pumps from a single console, it became a labor-saving measure that led to a decline in service-oriented jobs."

The number of retail service stations in Australia has dramatically decreased from 22,000 in 1966 to approximately 8,000 today, generating around $38 billion annually. Multinational corporations have increasingly dominated the market, with independent operators struggling to compete. According to a report by the National Roads and Motorists' Association (NRMA), independent petrol stations often offer lower prices—ranging from 7 to 10 cents cheaper per liter—due to their reduced overhead costs. However, they still account for a small fraction of the overall market, with major refiners and wholesalers controlling over 80% of the industry.

One such independent operator, Jimmy Pavlevski, who runs a petrol station in Windang, NSW, cites staffing issues as a significant barrier to providing personalized services. "I can only offer driveway service when customers specifically request it," he states, reflecting on how consumer habits have shifted. Pavlevski observes that Sunday, once the busiest day of the week, has become the slowest as people now prefer to stay at home or engage with their phones rather than go for family drives.

Driveway service, which was once a competitive advantage for small operators, has diminished as multinationals have taken over prime locations. Dennett notes that the few remaining independent stations that provide this service are often located in less accessible areas, making it an appealing option for some customers, particularly older motorists who appreciate the personalized touch.

Graeme Rutledge, owner of a century-old service station in Thirroul, NSW, reminisces about the past when customer service was more prevalent. He highlights the importance of providing a friendly face and a helping hand, stating, "I’ve been at the service station for 55 years and I’m still loving it." Rutledge has adapted by offering mechanical repairs to sustain his business, illustrating the resilience of independent operators in a challenging market.

As the industry continues to evolve, the future of driveway service appears uncertain. While some independent stations strive to maintain this tradition, the overwhelming trend towards automation and convenience suggests that such services may remain a niche offering. The implications for customer service and the community at large could be significant, as the personal touch becomes increasingly rare in an era dominated by efficiency and technology.

In conclusion, while driveway service may still exist at a few independent petrol stations, its decline reflects broader changes in the automotive and retail landscape. As consumer preferences shift and major corporations continue to dominate the market, the future of personalized service in this sector remains in jeopardy.