Meredith, New Hampshire, is a picturesque little town that sits on Lake Winnipesaukee. The natural beauty of the Lakes Region draws tourists from surrounding states, and many people from Boston escape the city and reside there part-time in summer homes.
Rusty McLear has a true passion for the town. He’s built three hotels that fit perfectly with the community aesthetics, but one location in town had always made him cringe. “There was a small gas station in a pivotal spot that was not in good shape. I bought the site to get rid of it,” he said.
He had the eyesore demolished and began construction on a c-store that would fit in with this quaint resort town. The 900-square-foot Meredith Station was opened in July 1999.
We’re a small town, people not only buy gas here, but they get breakfast, lunch and dinner.
McLear said, “We’re a small town, people not only buy gas here, but they get breakfast, lunch and dinner. The community gathers here.” He added, “Our hotels had 80,000 guests last year, and tearing down this old property garnered a great deal of attention. With the extra attention and traffic flow, we needed to live up to that attraction, and Pat Wade [manager] made that happen.”
Fresh-Made Food
At the outset, McLear and Wade decided on menu items that were simple but with excellent quality and flavor. “People have always loved our traditional topped pizzas, but it’s the specialty pizzas that have grown in popularity,” said Wade, adding, “Among the favorites are Chicken, Bacon & Ranch, BBQ and Buffalo Chicken. They are all a twist on regular pizza.”
Sub sandwiches were added to the menu, made with rolls baked in-house. “We tested a few, found what we liked best, and then we chose Boar’s Head meats and cheese,” said Wade. “We’re baking rolls, slicing our own meat and prepping fresh ingredients. People are surprised that this quality comes from a gas station. Customers say, ‘We get the best stuff at the gas station.’ They’re not used to having the quality of what we have,” she said.
That attention to quality has paid off. McLear and Wade are proud of the store’s online reviews. The local accolades mean a lot. Customers selected Meredith Station as the 2019 Best of the Lakes Region Favorite Convenience Store.
For Wade, customer service is the most important thing. “Every staff member hears the same thing. I tell them we’re not the biggest store in town, we’re not the least expensive store in town, but we’re the friendliest store in town and that’s what made us so successful,” she said.
“The staff knows 75% of customers’ names. Many of the tourists move here and become locals. Our gas station is the first introduction to the community. Now we’re their home base,” McLear said.
The Pandemic
Pat Wade, store manager (left), and Missy Hickey, crew member (right), show off two of Meredith Station’s popular specialty pizzas. Sub sandwiches on fresh baked bread also are favorites.
In the early days of the pandemic, New Hampshire issued a stay-at-home order. Restaurants could only offer take-out service. Meredith Station has no tables inside, so this was not a problem. However, things changed a bit around town.
“The town quieted down for a few weeks. We cut back hours and closed early. After three or four weeks our population felt safe in our area. Things began to pick up when people from urban areas decided to leave for a less congested environment,” Wade said.
“We’re only 90 miles from Boston and 60 from the Massachusetts state line. Many people who summer here own homes on the lake. A number of them have left their homes in Massachusetts and have moved here. This summer we were up 20% at the store. Hotel traffic was down with fewer tourists, but permanent residents are increasing,” explained McLear.
The influx of new residents has fostered new construction, and that brings new customers. “We usually see a slowdown this time of year, but this year we have not. People are coming from out of state, building homes, and we get a lot of construction workers, electricians, etc. They are the backbone of our daytime business,” Wade observed.
In the meantime, folks still head to the center of town to Meredith Station to enjoy great food and to simply feel special.
Hire the Right People
“Don’t hire the first person that fogs up the mirror,” is Rusty McLear’s first rule when staffing Meredith Station. “Pat [Wade] has a good knack for knowing if people will fit into our space,” he said. Once hired, employees find that store manager Wade will shepherd them through training, as well as their personal lives.
Wade is so good at picking people that employees feel at home and seek her help with personal problems. “Employees feel they are part of the family. This makes working together in a positive way easy,” she said.
Hanging on to employees is easy if there’s a sense of fun in the community and the store. “Most people coming in during the summers are tourists, and they’re excited to be there. In the winter people are local, and they’re the ones who take care of the tourists, so there’s a year-round community spirit to make sure that everyone who walks in is taken care of. This is a fun operation,” said McLear.