Pilot's COVID-19 task force launched in February, but its most challenging 10-day stretch didn't arrive until March 9, whenTwo days later, Haslam and the senior leadership team began to transition 1,200 call center and corporate employees to working from home while still supporting the 27,000 employees in 44 states and six Canadian provinces working in stores and on the roads.
Though they'd dealt with regional natural disasters like Hurricane Katrina and nationwide tragedies like 9/11, there was no playbook for an incident that would affect all of the more than 780 Pilot truck stops at once for an indeterminate amount of time.The situation was made more complicated because of the round-the-clock nature of the business and the constant flow of customers from across the country into the stores.
Pilot's 5,200 showers are cleaned after each use with degreaser, floor cleaner and disinfectant. Travel centers are deep cleaned each week. Pilot has always promoted the cleanliness of its facilities, but Haslam said that has become even more appealing to customers. The company is testing new technology including a touchless experience at gas islands in which customers can scan loyalty cards and only have to handle the fuel pump. Contactless credit card capability is being explored.