NRMA`s Group Service Standards aim sky high - x
Transcription
NRMA`s Group Service Standards aim sky high - x
Out of the Blue MAGAZINE FOR THE NRMA MOTORING + SERVICES FAMILY OF BUSINESSES JUNE 2011 ISSUE 36 3...2...1...LIFT OFF NRMA’s Group Service Standards aim sky high INSIDE Cover: L–R: Bob Stow (Patrol 535), Ben Murdoch (MotorServe), Tennille Yeoh (Roadside Assistance), Peta Lemon (Safer Driving) Emma Cassim (Holiday Parks), Tracey-lee Herbert (Thrifty),Eda Ak (NRMA Tourism & Leisure Holdings). Contributors 04 Our service promise 06 News INNOVATION UPDATE profile CCC Chatter 08 Team 09 THE OUTBOUND CALL CENTRE OUR SERVICE TRAINING Anna Lowman Annie Holder Col Endacott Dale Hepworth Dave Grounsell David Lumb Dean Ide Di metz Elena Sergis Emma Cassim Emma Treadgold Gary Campbell Heidi Roland-Kenn James Anthony Jenna Grima Jessica Mitchell Joanne Davies John Zevlikaris Kylie Pretty Lee Clarke Louise Tumai Lyn Kendall Michelle Bruce Michelle Nichol Pete Saunders Rachel Williams Robert Sams Sebastian Zagarella Simon Tracey Susie Tsakalos Tania McNaught Tony Stuart Wayne Gosling Wikyra Lani Schaafhausen Out of the Blue team: Peter Sewell Lindy Sivyer Jennifer Shedden Sarah Watkins Chris Siorokos Kim Gosschalk Dudley Hogarth David Naylor Stephen Dibden Jo McIntyre Reg Chamberlain Julie-Anne Hall This publication is intended for internal readership only by employees and contractors of National Roads and Motorists Association Ltd (trading as NRMA Motoring & Services) and its Related Bodies Corporate including NRMA Holiday Parks, NRMA MotorServe, NRMA Tourism & Leisure and Thrifty. Want to contribute? Out 11 Helping HELPING HANDS 02 The Boot 13 More4U 16 HAVE YOU TRIED GLAMPING? FOOTY TALES We want to hear from you! Send your news, photos, calendar and social events to: Internal.communications @mynrma.com.au. A MESSAGE FROM THE GROUP CEO ‘To help us stand out above our competition we have developed the NRMA Group Service Standards.’ Tony Stuartt M[Êh[WYj_l[ _dj^[Yecc kd_jo >[ bf_i m^ Wjm [fhe l_Z[ SAVED IN ST )Ȣ͝Ҁ o 4QFǑ̢͕OHΝӅӂoM[if[Waekjm^[h[_jcWjj[hi $ͥͥӅ̢ͩU Zo ̢UZo *ͩUFH҅ _d] _]^jj^ ej^[h M[Z j^_i_i^emm[^[bf 2V Ǒ̢͝ Our 2020 Vision To be the most trusted Member organisation, through our great people excelling at delivering highly relevant services and legendary roadside assistance. When my car rece R AT HALBYN nt Hills at 7pm on a ly broke down in Strathalbyn in th Friday night, I rang e SA roadside assistanc the NRMA for e. turned up within The Royal Automobile Associatio 25 n problem they arra minutes. When they realised the nged for a tow tru take my car to a de ck the next morni work on the car un aler to be fixed. As the dealer coul ng to d they immediately til the Monday, I rang the NRMA an not arranged a hire ca d to get the repairs r for me, rang the m there was anythi oving and then got back to me to dealer ng els see if My car was repa e I needed. continue my holid ired on the Monday and I was able ay gave me a follow without disruption. The NRMA to th up call after I had ensure everything returned the hire en car to wa The service from s OK. bo th or ga ni sa tio care and attention ns was superb an great organisatio by the NRMA staff was first class. d the n to be a Membe What a r of! PL E A S A N T B Great service once RE AKDOWN EXPERIE pre-arrival text m again. Thanks to NRMA for the ne NCE w es able to go shoppi sage. Instead of sitting in my car I was ng for CDs and ha ve a ‘pleasant brea experience’. Havin g kd I have always foun been a Member for my entire drivi own d ng lif th e service efficient competent and pe and the mechani e, rsonable. It’s mon cs annual fee. Thanks ey well spent for the heaps. Newsflash Million dollar month CONGRATULATIONS to the BusinessWise Sales team in Gosford who reached $1 million in sales for the month of May. BusinessWise Team Manager Dave Grounsell said the result showed that the BusinessWise product had grown significantly since its launch in 2003. ‘The Gosford Sales team looks after the 20,000 Members of the BusinessWise small and medium enterprise sector and has enjoyed great Yesterday, for the A CHARM fi commenced in 19 rst time since my membership 97, I needed to ca ll NRMA Roadside Assistance for a fl at ba I felt compelled to ttery. write and let you service provided know that the wa professionalism of s of a high standard and the bo th your call centre op service crew was erators and se every step he took cond to none. The mechanic expl ained an d wh y, and had my car fi on the road within xed and back 15 minutes. So even though once in the past 14 I’ve only had to call upon your serv ices renewing my NRM years, I now realise the full value of A m em be rsh ip ev appreciation to yo ery year. My since ur staff. re "RӅ̨D͛҉Ȫ̢ͥOEȪSέΝӅSӨǑ͝Vɚ f[ Yjj ^[ X[ ij\ hec ki Tony GROUP CEO UZ o ;n people down, and are closely tied to our corporate and brand values. The service standards were developed with the participation of senior managers and frontline staff across the NRMA Group and by asking our Members and customers what they expect from us. In this way, they reflect what our Members, customers and staff value and will help drive the ultimate NRMA Member experience. The Group Service Standards should be used as a guide to make sure our level of service is consistent across our businesses. Please take the time to familiarise yourselves with these standards and work according to them in your everyday interactions, whether with our Members, customers or each other. Before I sign off... you may also be aware that CEOs across the country will be sleeping out for the homeless on June 16 and once again I am representing the NRMA. The company will match donations from employees so if you wish to support a great cause please log on to: ceosleepout.org.au and search for me. FIR ST TIME As Australia’s largest mutual organisation, NRMA provides a range of services for our Members and the community. This includes our legendary Roadside Assistance, a wide range of motoring, travel and lifestyle benefits, products and services. As a Member organisation, what our Members think about the products and services they receive from us is at the core of our decision making. We therefore need to remind ourselves that our Members and customers come from across the NRMA Group. Our Members are our greatest advocates – Members tell their friends and family about the contact they’ve had with us, so our service experience really determines our future. Over the past eight months the Member Experience team has been developing a program to make sure we consistently deliver a great experience every time a Member or customer comes into contact with any part of the NRMA Group. To help us stand out above our competition we have developed the NRMA Group Service Standards, outlined on page 4, to help us to build trust and loyalty with our Members and customers across the Group. The service standards are based upon trust, making a difference, real relationships and not letting Member experience successes and growth over the years,’ Dave said. ‘Back in 2005/06 the team made $2.2 million in sales over the whole year. In 2010/11 we are heading towards $10.3 million in sales and 13 per cent growth on what we achieved last year.’ Head of BusinessWise Membership Joanne Davies said she was extremely proud of the BusinessWise Sales team. ‘From humble beginnings the team has come from a few million a year to $1 million a month! The dedication and passion of this extraordinary team is a tribute to their leader, David Grounsell and a mark of what NRMA staff can achieve for the Member. Well done and thank you to the entire team.’ ABOVE: The BusinessWise Sales team: standing: Steve Page, Dave Grounsell, Kim Cardiff and Sacha de Silva; sitting: Robyn O’Hara, Susan Gray and Jennifer Higgs. IMPRESSED I am writing beca us – all in this last we e I have been so impressed by m y rece ek Membership: Rece – in fact with more than one arm nt dealings with the NRMA nt ly I ad de d a car to a membersh of the NRMA business. (I dropped mine and helped us save when I was leasing a car). The lad ip my wife has held for 23 years y had thought woul money by suggesting a better wa on the phone was friendly, helpfu l y of adding the ex d have to happen . tra car to what I NRMA MotorServ e Se ve n Hills: One of our ca rather going back rs was to go. To say I was im the dealer, I decided to give your due for a 50,000km service and, M pressed is an unde job at a reasonab rstatement! Efficie otorServe centre in Seven Hills a le be using it again. price. I have recommended it to m nt, on time, honest, and a excelle It nt an Congratulations to left the dealer’s service departmen y of my friends and will certainly t looking very seco Danny and his te am. nd rate. Roadside Assista Assistance, I foun nce: Unfortunately, after many ye d myself in the pr ars of never havin edicament of havin second car, leavin g to call Roadside g concerned membe me stranded in a car park. I rang th g transmission problems in my r e of se sta rv ice number and a ff advised me of a minutes I receive friendly and 90 minute d appeared. The Pa a text message that the Patrol wa wait, but to my surprise within 10 trol Scott was fant s on his way and five minutes later way to the repaire astic. He showed he em rs my transmission (Motor Serve Seven Hills again!) pathy, care and followed me all the into second. Once to make sure I go t there, after lockin to get the part fixe again MotorServe later! NRMA got m d. A good price, clear communicatiowas so helpful and moved mount g ains y attention. n and the car back on the road a day Thank you NRMA– yo u ha ve shown through yo Members and that ur many arms, th you truly care. at you are here fo r your 03 FEATURE Our service promise Real relationships Solving problems to help Members and customers, whether it’s to get them back on the road or help them plan a great holiday, takes teamwork and communication. Treating Members and customers with respect and patience, particularly when they are in a vulnerable situation, will build a strong bond and ensure a better chance for a long term membership. NRMA’s Group Service Standards were launched this month to define our service delivery style and promote the landscape of trust, reliability and can-do that will guide us as we each create a great experience for our Members, customers and colleagues across the NRMA Group. Trust me to: • treat our Members and customers as if they were family asking for help • work as part of a team, be friendly, patient and genuine, because I care • always show respect and treat people as individuals OUR SERVICE STANDARDS OVER THE PAST SIX MONTHS, a set of service standards has been developed based on Member and customer feedback and input from senior managers and frontline employees from across the NRMA Group. The 14 standards identify the types of behaviours expected of us when we interact with our Members and customers and will ensure that we deliver a consistent and uniquely NRMA level of quality service. ‘With increasing competition our level of service, that is our legendary service, remains our key differentiator and now more than ever our Members and customers trust us to deliver each and every time they deal with us,’ said EGM Membership and Brand David Lumb. ‘Given our 2020 vision is to be the most trusted Member organisation we need to make sure that every interaction we have with our Members and customers, regardless of where we work across the NRMA group, is consistent and of a high quality. This not only allows us to deliver for today but to also develop long standing relationships with our Members and customers.’ Not letting people down Helping people is what we do at NRMA. Based on the reputation we’ve built over the past 90 years, our Members and customers expect us to look after them and solve their problems and we strive to consistently meet their expectations with pride. Trust me to: • happily go out of my way to help • do whatever it takes to get the job done right, from the start • take control of problems and solve them straight away A mother called in to join up her daughter as she had broken down. The daughter had walked eight kilometres to McDonald’s at Casino to call her mum who then called us. I called McDonald’s who found her in the restaurant. I joined her up as a Member and called her mum back to take payment. I then organised for the Patrol to pick up the Member so she didn’t have to walk eight kilometres back to her car. Lee Clarke, CSR Gosford Sales 04 A customer called who had never rented a car before. She asked a lot of questions so I went through in detail everything that would happen when she rented from us. She mentioned she had never been to Sydney so I suggested some of the tourist attractions she might want to try – like catching the ferry over to Taronga Zoo. She has since been in touch to thank me and also my colleague Chris Wright who served her on arrival at the airport. She said that good customer service was rare these days and she didn’t receive the same friendly manner anywhere else. Michelle Bruce, Thrifty Reservations All about trust Trust is at the heart of what we do. It is the basis of our relationship with our Members, customers and work colleagues. If we mean what we say and follow through with our promises to help, our Members, customers and colleages will have confidence in us. Trust me to: • be genuine in what I say and what I do • be reliable and responsive, ensuring our Members and customers feel confident • hold consistently high standards at all times • keep things simple and relevant and always keep my promises Make a difference Our role as the Member’s champion directs us to look at every Member or customer experience as an opportunity to help improve their situation. We use our resources and knowledge to make a positive difference in their lives. Trust me to: • act as a champion for our Members and customers, putting their interests first • question the way I do things and proactively look for ways to improve • speak out on the issues that matter • take safety seriously, for our Members, customers and colleagues A Premium Care Member who had broken down in Queensland did not meet the criteria for extra Premium Care benefits. Rather than leaving it there, I offered to obtain for him and his family quotes on the transportation of his car, local or one way car hire, a flight home from the nearest main town, emergency accommodation and local community number for the dog pound. Even though the Member was upset that he couldn’t receive extra Premium Care benefits, he was over the moon that we happily took the time to look into services for him and his family. Wikyra Lani Schaafhausen, Case Manager, A Member purchased $800 worth of goods from the NRMA Online Shop. The delivery was delayed and the Member called up as she was very concerned. I reassured her that I would track down the delivery status and keep her updated. I gave her my email address so we could keep in contact. I organised for the delivery to be fast tracked and it arrived the next day. She was most relieved and appreciative and sent an email of thanks. It’s really important to keep things simple, relevant and always keep promises. Peter Saunders, Customer Service Representative MEMBER EXPERIENCE TRAINING Frontline employees from MotorServe, Premium Care and Gosford Membership are currently undertaking a pilot training program to develop the right skills to deliver our new Group Service Standards. If this program is successful it will be rolled out across the Group over the next three years. Read what the trainees are saying about the program. I was impressed with what was put together for the PPremium Care Team. It really related to our area aand certainly makes you think about a better M Member experience. I believe that, coming out of th this, the team will be better equipped to handle our M Members in a more professional and efficient way. D Dean Ide, Premium Care Operations and Network M Manager I attended the Member Experience Leadership PProgram in Gosford a few weeks ago and it inspired aand reminded me that we can make a difference! EEvery call is a new experience, this may be a M Member’s first ever or only interaction with us. Let’s listen and provide that outstanding service, le let’s make that Member remember us with a smile aand always focus on what we can do, not on what w we can’t do. It is truly rewarding when you have made so someone’s day. SSusie Tsakalos, NRMA Premium Care Consultant T biggest thing I got out of the training was to The aask open ended questions to get more information from our customers. We can provide a faster and fr m more efficient service when we ask better questions aand gather more information. Ja James Anthony, Manager, Marrickville MotorServe I ffound the Member experience training valuable to m my role. When you have been a call centre co consultant for many years, it’s easy to slip into ppatterns and habits when you are saying similar th things each day. The training program helped me to take a step back and focus on the person (the M Member, not the product) and listen. Also, the ddiscussion on different types of Members was bbeneficial in that it gave me skills when dealing w with Members who may be in a hurry as opposed to a Gold Member who might like to chat longer. LLouise Tumai, Customer Sales Representative 05 GENERAL NEWS INNOVATION UPDATE THE INNOVATION TEAM has been working busily to support new ideas and identify new opportunities across the NRMA Group. Here is an update on some of their projects. IDEAS PORTAL We have revamped our online ideas suggestion box which held the cache of ideas contributed by the business when we launched the Innovation Challenge in 2009. Now named myIdeasPortal, (myIP) the new portal will be re-launched this month following production testing by Innovation and our ICT team. Aligned with the NRMA Group strategy, the portal will be the central channel for all employees to generate, collaborate, network and implement their ideas. The portal will allow everyone to share and contribute to making great ideas happen. THRIFTY If you can’t measure it you can’t manage it The innovation team has been working with Member Relations and Thrifty to establish a new customer feedback capture and management solution and introduce training in its use across Australia and New Zealand. We all know that capturing and managing Member and customer feedback is a crucial task across the Group. Thrifty decided that they needed to better capture, manage and report on feedback in order to: • enhance customer experience • comply with contractual obligations • set the benchmark for customer relations in the car rental industry • use advanced reporting to identify, track and manage customer expectations. This has been a very successful initiative. This change has been a much anticipated one for Thrifty as it will serve as the catalyst for a significant leap forward in technology and innovation, and ensure continuous service improvement that benefits our Members and customers. NRMA TOURISM AND LEISURE Late last year, the Strategy team and NRMA Tourism and Leisure CEO Keith Stanley asked the Innovation team to investigate areas of potential change at NRMA Travel. One area was to eliminate activities that didn’t add value. For example, a large part of one person’s time was spent uploading data to a system that was barely used. Now that person is happily working to support increased sales of new travel products. POOL OF EXPERTISE Another initiative was to use our own pool of expertise to train product managers in good negotiation practice to improve the profitability of their portfolios. Thank you to Head of Procurement Linda Eames who shared her rich industry experience and skills with the product management team. If you have any ideas and want to make a difference, drop us a line at [email protected]. NRMA Batteries wins international award Gary Campbell (centre) hands the award to Matt Dickinson and BACE Product Specialist Jenna Grima. 06 NRMA BATTERIES has won an international award for having the highest level of Member acceptance. The award was one of several presented at the 2011 International Battery Conference in Charlotte, North Carolina, which was attended by EGM Motoring Assistance Owen Gilbert and General Manager Integration Gary Campbell. The conference attracted most Australian auto clubs and clubs from New Zealand, North America, Canada, the UK, the Netherlands, Germany, France and Belgium. ‘It was a very successful conference and the clubs took away some great ideas and innovations to use in improving their businesses,’ Gary said. ‘The big award for the night was the World’s Highest Member Acceptance award, which assesses battery sales as a percentage of the number of Memberships of the relevant club. NRMA won this award and Owen and I accepted it on behalf of NRMA.’ During 2010, NRMA sold NRMA Batteries or, more importantly, the battery service to just over 12 per cent of all NRMA Members. ‘The battery service is rated extremely highly by NRMA Members and clearly drives Member engagement,’ he said. ‘Our thanks and congratulations go to all staff who recommend and direct Members to the NRMA Battery replacement service, ensuring those Members receive a great service and a great product. You are world leaders. Thank you all.’ Batteries, AutoGlass and Car Electrics (BACE) Business Manager Matt Dickinson thanked employees across our Call Centres, Patrols and the other parts of our business help make our Members aware of our great products and services. ‘The award gives our team great encouragement and will drive us to go further in our quest to keep our Members and customers informed about our battery and other services,’ Matt said. 1 + 1 + 1 DOESN’T ALWAYS EQUAL THREE Patrol 554 Brian Hull runs the MDT through its paces WE ALL KNOW THAT PREVENTION is better than a cure, and no one ever wants to go through the awful pain and suffering of an injury, but do we really know what it takes to prevent one? During the recent Patrol Forums at North Strathfield, Patrols learnt more about how a sequence of events can cause injuries to occur. During the forums, Russel Fawcette from Spinal Cord Injuries Australia presented a powerful message to our Patrols about the impact of a serious injury. Russel was just 17 when he was involved in a motor cycle incident which changed his life forever. Russel is now 47 and has lived his life in a wheelchair since his accident. The impact on Russel and his family has been enormous, his life is very different to most but, as he told the Patrols, you can get on with things and have a great life. The key point that Russel made was that there were a number of things that caused his accident. He was riding along a dirt road, he was tired and not thinking, he was distracted by other thoughts, there was a hole in the road, and he hit the only tree around for miles. If just one of these things had been different, then he may not have lived his life in a wheelchair. He then challenged everyone in the room to think about times when they maybe at risk and where if not for luck, or that millisecond, or that inch, things may have been different. Have you had one of those moments where you go ‘Phew that was lucky’. Perhaps it was texting while driving, talking on the phone, running to make an appointment, or that old classic ‘I’ll just do it this once, it will be ok’. Russel was not a risk taker, a speed demon or acting recklessly, he just happened to have a situation where as he described it, one + one + one didn’t add up to three in his situation, but instead equalled catastrophe. We encourage everyone, to ‘take five’ for your safety, take your time to plan things, and look out for your own and your team’s health and safety. FIRST TASTE OF NEW TECHNOLOGY FOR PATROLS THE PATROL FORUMS held at North Strathfield from May 31 to June 3 was the perfect opportunity for Patrols to try out the new Mobile Data Terminals (MDTs). The interactive training workshop gave the Patrols the chance to get a feel for the Panasonic H2 Field and discuss the terminal with the MDT trial participants and a representative from the supplying company, Panasonic. The updated technology gives our Patrols potentially different and improved communication channels including email and access to our intranet Blue. The new terminals are an essential part of NRMA’s ‘bulletproof the core’ strategy to ensure the core business of Roadside Assistance has the best technology and training to maintain our legendary service for Members. Training sessions will be held for all metro and regional Patrols when the new MDTs are deployed into their vehicles throughout August – October. Contractor and large to medium Country Service Centre Patrols are receiving Personal Digital Assistants (PDAs) which give ‘real time’ monitoring of our country breakdowns for the first time. FROM LEFT: Divisional Manager NSW AutoGlass Ryan Ford, NRMA AutoGlass Champion Chris Kovacs and General Manager Club Assist NSW Peter Nadori. GOOD LUCK CHRIS CONGRATULATIONS TO AUTOGLASS fitter Chris Kovacs who will represent NRMA at a national auto glass fitting and installing competition in Melbourne next month. The winner of the national competition will compete in the Glass Olympics in Memphis Tennessee later this year. The competition is focused on quality not speed, and so underpins the NRMA Member Experience focus. Chris earned his place in the national competition when he was awarded the title of NRMA AutoGlass Champion at a recent ‘fit off’ to identify the best state AutoGlass fitter. The Glass Olympics plays an important role in the auto glass replacement and repair industry and provides technicians and businesses with the opportunity to showcase and learn new skills and techniques in a competitive, yet friendly, environment. We wish Chris well at the national, and hopefully world, championships. Great feedback on SAFETY BOOKLET OUR ROAD SAFETY ACTIVITYY bbooks k are receiving i i greatt feedback as we distribute them to schoolchildren all around Sydney. Motoring Education Manager Venera Owens said NRMA employees had handed out more than 8,000 copies at their children’s schools. ‘We had 28,000 in hands of Patrols and CSCs to distribute on jobs and NRMA business units such as MotorServe are using them in their centres,’ Venera said. ‘I would like to thank everyone who got involved in talking about road safety education and sharing our education resources with the community. ‘For example, Group Head of Risk and Environment Libby Rankin took 300 copies for Balgowlah Heights Primary School which invited a Patrol along to deliver them. Patrol 826 Enzo Leto arrived to talk about NRMA to the infant school’ (see picture above). The teachers and Venera also spoke about road safety and the children were allowed to look inside the van and learn a little bit more about how we help people. Here is some employee feedback on the activity booklets: ycare centre. r my children’s da fo es pi co 40 d re I orde the children, ad safety and took ro t ou ab d lke ta They let for an hour through the book d, ol s ar ye 5 4– aged kids aspects of tool to teach the od go a as w It . or so g the road and larly about crossin cu rti pa , ty fe sa road while riding bikes. wearing helmets CEO NRMA utive Assistant to ec Ex l, el lw Bo lle Nare Investments 170 copies of the school requested y ar im pr n’s so y M udents. Since dy, Year 1 and 2 st kin r ei th r fo t le ok bo ped me in the parents have stop e th of y an m en th l initiative this is, what a wonderfu y sa to nd ou gr ay pl joyed completing their kids really en d an ey t th at th d an year-old took grea t of it. Also, my 5ou t lo a t go d . an it ssmates them out to his cla pride in handing l cia er m ad of Com Emma Cornwell, He Staff can order safety booklets for their schools and sporting clubs by emailing Damia Makari in Motoring Education on [email protected]. 07 TEAM PROFILE HERE TO STAY THE OUTBOUND CONTACT CENTRE formed in 2008 with six Customer Service Representatives to increase our membership renewals. The team was established as a pilot under the leadership of Kylie Pretty and after three successful years was given permanent status last month. ‘I was confident in the team’s ability to deliver outstanding results and provide our Members with an exceptional Member experience by strengthening their relationship with NRMA and increasing the likelihood of renewal,’ Kylie said. ‘I have never worked with a team as passionate and hardworking as the Outbound CSRs and I was proud to be their manager.’ That Outbound team of six has now grown to 26 people who work on winning our Members back or encouraging those whose memberships have lapsed to rejoin. They are also involved with Marketing campaigns such as data capture and HUG, which targeted members who were late with payments. ‘Also, the Membership Product team provided unwavering support with incentives to motivate the already passionate staff,’ Kylie said. Current Outbound team Manager Rachel Williams said the team has been instrumental in aiding membership retention rates for 2010/11. ‘From the initial trial in 2008 to the present day, the team has gone from strength to strength, never missing a target and achieving its 2010/2011 annual target of $2 million by mid April – a truly phenomenal effort. In May alone the team made a total of $726,000,’ Rachel said. ‘The Outbound Contact Centre is an integral part of our strategy objectives to optimise business performance and bulletproof the core,’ The CSRs pride themselves on having friendly and genuine conversations with Members to work on building real relationships for a great Member experience. The Outbound team has also supported the Gosford Membership Sales Team during periods of high call volumes, made valuable contributions to Motorserve campaigns, helped the Safer Driving School with callbacks and even Roadside Assistance on the recent MAD day (days after public holidays are always busy and therefore are named MAD days). MEET THE Outbound Contact Centre PORUS MASALAWALA, CSR DEEPAK GYAWALI, CSR RYAN BEEBE, CSR Earliest memory… falling asleep in a wardrobe while playing hide and seek and sparking a major manhunt for a naughty three-year-old Which TV character do you relate to? Ray Romano because of the comical events occurring in our lives What superhero power would you like to have? To bring joy and laughter in people’s lives I touch Teen idol? ABBA – can’t believe I admitted it What are you doing this weekend? Entertaining overseas visitors and watching my mighty Tigers go around in the NRL What book would you recommend? The secret by Rhonda Byrne Earliest memory… My parents taking me to the zoo when I was six-years-old Which TV character do you relate to the most and why? Aladdin for his adventures What superhero power would you like to have? The powers of Superman Teen idol? Bollywood actor Salman Khan What are you doing this weekend? Training at the gym If you had only one day to spend $1 million what would you do? Throw a party and invest in the stock exchange Which actor would best play you in the movie of your life? Johnny Depp Best meal you’ve eaten in a restaurant? Thai Duck and Tom Yum Soup Earliest memory…being dropped off at daycare for the first time and wondering why my mum was giving me away to strangers Which TV character do you relate to? Ted from How I Met Your Mother because he is a nice guy who often strikes out with the ladies Teen idol? Derek Jeter from the New York Yankees What are you doing this weekend? Going to the Blue Mountains and catching up with friends. If you had only one day to spend $1 million what would you do? Rent a luxury resort and bring all my friends and family for a big reunion First car…a gold 1993 Nissan Maxima NISHANT SHARMA, Shift Support/ CSR BINITH GYAWALI, CSR TERRY CHANDRAMUN, Shift Support/CSR RACHEL WILLIAMS, Acting Outbound Team Manager Earliest memory… talking with my father and wondering how he came to be so smart What superhero power would you like to have? Teleportation and telekinesis What are you doing this weekend? Taking my three sons to the movies to see the latest X-Men movie What book do you recommend? Fight Club by Chuck Palahniuk What useless fact do you know? DNA stands for Deoxyribonucleic Acid – I’ve never needed to use it...until now If you had only one day to spend $1 million what would you do? I would just spend it on everyone I know and myself too Celebration Head of Sales and Channel, Tania McNaught expressed her pride in the team’s progress over the past few years. ‘We have seen the Outbound Contact Centre continuously reach new milestones in revenue and yield, but what is most outstanding is their dedication to building a formidable team, through a real focus on attracting the right people,’ she said. ‘The focus on recruitment, coaching and quality assurance strategies, under the watchful eye of Rachel Williams, has allowed this team to be an ongoing success. ‘Their May milestone in sales was achieved with the guidance of team leaders Rachel Williams and Nishant Sharma. It’s great to witness the dedication of team leaders on the phones each month seeking every opportunity to over perform those monthly KPIs.’ 08 Earliest memory…In seventh grade, trying to play chords on guitar What superhero power would you like to have? To be invisible on Facebook Teen idol? Basketball player Allen Iverson What are you doing this weekend? Going to a birthday party What useless fact do you know? Coca-cola would be green if colouring wasn’t added If you had only one day to spend $1 million what would you do? Party in Las Vegas and invite all my friends Best meal you’ve eaten in a restaurant? The seafood platter at Jordan’s at Darling Harbour Which TV character do you relate to? Russell Brand as he never pretends to be someone he is not Teen idol…David Beckham What are you doing this weekend? Going out with the mates What book would you recommend? The Game by Neil Strauss If you had only one day to spend $1 million what would you do? Buy a house, superbike and donate to charity Which actor would best play you in the movie of your life? Russell Brand because we have a similar personality although my wife isn’t Katy Perry First car…never had a car, I would prefer a motorbike Favourite song…Turbulence by Inme Earliest memory… scoring the winner in my under 9s grand final Which TV character do you relate to? Vince from Entourage because he’s smooth and gets all the ladies What superhero power would you like to have? The ability to read people’s minds Teen idol? David Beckham. What are you doing this weekend? Partying in Kings Cross What useless fact do you know? People used to rob petrol stations, now petrol stations rob people If you had only one day to spend $1 million what would you do? Buy a Ferrari, motorbike, jet ski and a house PAM FOX, CSR Earliest memory…seeing Santa’s foot go up the chimney! Teen idol… Johnny Depp What book do you recommend? The Hobbit by JR Tolkien What useless fact do you know? The word racecar and kayak are the same whether they are read left to right or right to left. If you had only one day to spend $1 million what would you do? Go overseas to my home and see my family and friends Which actor would best play you in the movie of your life? Julia Roberts First car…My dad’s Lexus Favourite driving song…anything by Beyonce CCC CHATTER FAREWELL JAY... After five years at the Gosford Contact Centre, our Customer Contact Centre Employee of the Year Jay Kumar left NRMA on May 29. Jay was warmly regarded by her team who cheered enthusiastically for her when she accepted her award at the True Blue Awards 2011. She will be missed by her work colleagues who wish her well. ...AND SHANE L–R: Dom Candido, Di Metz, Denise Guest, Jay Kumar, Leeanne Watherston, Annie-Marie Holder and Terry Davidson. Customer Service Representative Shane Kapor left NRMA on Friday May 27. Shane had worked for NRMA for almost nine years and was a valuable team member. Di Metz Shane Kapor and Denise Guest. L–R: Jessica Mitchell and Sandy Hagarty Jessica Mitchell INAUGURAL TRAINING SESSION Member Experience Manager Sebastian Zagarella attended the inaugural session of the Member Experience Staff Development Program that is being piloted with the Membership Sales Team Consultants at the Gosford Contact Centre. For feedback from those who have completed the training turn to page 4. FRONT ROW L–R: Julie Finney, Louise Tumai, Heather Johnston, Tahla Grace, Natalie McCrea, Bev Bickle, Kerrie Preston; back row Rebecca Stanford, Sebastian Zagarella, Di Metz, Terry Davidson, Kevin O’Hara, Jan Ghisoni, Peter Saunders, Alisha Smith, Steve Page, Andy Jenkins. MORE REASONS TO CELEBRATE THRIFTY GAME Sales Team Manager Annie Holder was surrounded by flowers and balloons on her birthday. Congratulations to CSR Robyn Carter who celebrated 32 years at NRMA last month. Thrifty recently introduced Contact Centre Bingo into their centre at Mascot. ‘We have 10 questions on the bingo card, such as ‘Book a compact car from Sydney Airport for 10 days,’ said Thrifty Contact Centre Supervisor Jessica Mitchell. ‘Once the call taker has taken that call, they write the reservation number on their bingo card. When they have filled out the whole card they email everyone BINGO. Super Pod Reservation Consultant Sandy Hagarty won a $2 scratchie which had a $20 prize.’ 09 HELPING OUT YOUTH OFF THE STREETS TURNS 20 YOUTH OFF THE STREETS CELEBRATES 20 YEARS OF ASSISTING HOMELESS AND DISADVANTAGED YOUTH. MAIN: Head of Community Engagement and Member Motoring Brad O’Hara presents 15-year-old Sudanese refugee Augustine with the NRMA YOTS Youth Scholarship in 2010. The $10,000 scholarship supports Augustine’s studies in mechatronics and robotics at Griffith University. THIS YEAR marks 20 years since Father Chris Riley founded the charity organisation Youth Off The Streets to assist homeless and disadvantaged young people by providing accommodation, education, psychological services, drug and alcohol rehabilitation, early intervention and community outreach. From humble beginnings in 1991 as a food van delivering meals to young homeless people on the streets of Kings Cross, Youth Off The Streets is now a major youth specific accredited charity that is recognised for its innovative services and unwavering response to need. ‘Its amazing, you start out thinking, if I can just help one young person break the cycle of poverty and abuse it’ll all be worthwhile and then, before you know it, 20 years have gone by and you suddenly realise you’ve contributed to helping over 50,000 kids,’ said CEO and founder, Father Chris Riley. Now operating over 25 services in NSW, Father Riley and his team have been recognised for responding to communities needing urgent intervention, most notably in the aftermath of the riots at Macquarie Fields and for the effective early intervention programs they have put in place to re-engage young people in community life across regional NSW. Positive change ‘The positive changes these kids make to their lives by accessing our services wouldn’t be possible without the generosity of our supporters, volunteers and tireless working employees who share my belief that every young person should be given the opportunity to reach their full potential. ‘I would especially like to thank NRMA and its employees who have been valued supporters of our services since 2002, providing over $150,000 in funding and regular volunteer hours on our nightly food van as well as work placement opportunities for our young people,’ Father Riley said. ‘Most of all, I would like to thank the young people we have worked with who have made this all worthwhile. Their courage, resilience and ability to overcome adversity to make the most of the opportunities that come their way will never cease to motivate us to continue to provide for them.’ RED NOSE DAY JJUNE 24 RRED NOSE DAY is the major fundraiser fo for SIDS and Kids, an organisation de dedicated to saving the lives of babies an and children during pregnancy, birth, in infancy and childhood and to su supporting bereaved families. SIDS and Kids held the first Red Nose D Day in Australia in 1988, selling around a m million face noses and raising about $1.3 m million. As the day was such a success, or organisers decided to make Red Nose D Day an annual national event. NRMA HELP FOOD VAN: NRMA employees have taken this program to heart and it is our most popular volunteer event to date. We sponsor the food van annually allowing it to serve dinner to the homeless every night of the year. APPRENTICESHIPS: NRMA MotorServe has helped our first YOTS young person to become an apprentice mechanic and gain employment within the MotorServe business in 2011. YOTS SCHOLARSHIP: We are proud to support one young person each year to 10 fulfil their educational, sports or creative dream. These young people have fought many personal hardships to be able to take on this opportunity. MACQUARIE FIELDS COMMUNITY OUTREACH: We have donated computer and sports equipment to help develop this program to help disadvantaged families in this area. CHRISTMAS HAMPERS: Another popular volunteer event, we help to pack and deliver hundreds of hampers each year to families across NSW. ABOVE: NRMA employees pack Christmas hampers LEFT: The food van is in action every night of the year in Darlinghurst PATROL VANS DON A RED NOSE Patrol vans across NSW and the ACT will all wear a Red Nose magnet throughout June, helping to spread the message for SIDS and Kids. Office employees can volunteer their time to sell Red Nose Day merchandise or purchase a product in their office throughout June by emailing [email protected]. General Manager Integration Motoring & Services Gary Campbell on last year’s Red Nose Day. NRMA HELPING PEOPLE AWARDS 2011 MAY 23 – JULY 29 THE NRMA HELPING PEOPLE AWARDS are once again looking for those unsung heroes in our communities who work tirelessly to lend their time and compassion to a range of causes. WE ARE LOOKING FOR VOLUNTEERS IN THE FOLLOWING CATEGORIES: 1. Community Volunteer Award (25–59 years old) 2. Senior Volunteer Award (60+ years old) 3. Conservation Volunteer Award (17+ years old) 4. Young Volunteer Award (17–24 years old) Winners will receive $5000 for their nominated charity and a fantastic Australian holiday for two. NRMA employees are not eligible to enter but you can nominate family, friends, neighbours and they can do the same. For more details on how to nominate visit mynrma.com.au/ helpingpeopleawards The winners of the Helping People Awards 2010 with NRMA President Wendy Machin (fourth right) and Director Kyle Loades (second right). CURRENT NEWS REPORTS suggest that the introduction of a carbon tax would end our economy, so the Environment team thought you might like some news on what is happening elsewhere. From a vehicle stand-point, manufacturers have developed a range of alternatives – they too think the solution lies in a mix of choices rather than a silver bullet. HYDROGEN FUEL CELL The hydrogen fuel cell is back in favour as it can power cars of any size to ensure long range driving. Smaller electric vehicles will have a place for city commuters and hybrid electrics could fill the need for medium range driving. At a government level, many are providing the necessary financial and legislative backing required to make the new technology a viable reality. The US Government has just committed to powering 100 per cent of its government fleet by renewable energy by 2015 with the aim of reducing petrol imports by one third by 2020. Sweden has declared there will be no petrol vehicles in its cities by 2030, and the EU is exploring a similar goal. California, the world’s seventh largest economy, has just enacted the Renewable HELP PEOPLE living on the streets of Sydney and the Central Coast this winter by donating your new or pre-loved woollies. We are collecting jumpers, scarves, blankets and anything in between for Youth Off The Streets who will distribute to those in need throughout June and July. Items must be new or freshly cleaned so please do not donate much-used or damaged items. Donation bins will be located in the following areas during June/July. • North Strathfield, Level 1 Kitchen (near vending machines) • Gosford Kitchen • Wynyard Kitchen Spend a day in your community Join the conversation about our unsung community heroes on the NRMA Facebook page. CLIMATE CHANGE AND GLOBAL ACTION GOING SOLAR WE WANT YOUR WINTER WOOLLIES Energy Resources Act that will ensure 30 per cent of power is sourced from renewable sources such as solar by 2020. Britain has committed to halving its 1990 emission levels by 2027 with a significant part of that coming from changes to cars and energy. JJUNE St Vinnies CEO Sunnyfield Art Red Nose D Workshop, Syd Therapy Help raise funds for ay the SIDS and ney Kids Foun Join the Penrith Regio nal Art Gallery for an Art Therapy class and show yo ur creative side with wonderful people from Sunnyfield. Date: Thursday, Jun e 23 Time: 10am–2pm Where: Penrith Re gional Art Gallery JULY AGGRESSIVE TARGETS China, held up as the great polluter, recognises the pressing environmental issues facing them and has set aggressive targets for CO2 reduction to 40–50 per cent of 2005 levels by 2020 in its new five year plan. Their high-speed rail network will be larger than all the world’s rail networks combined by 2020. One million electric vehicles will be powered by smart grid electricity technology by 2020 and 15 per cent of its energy supply will come from renewable sources by 2015. OIL DEPENDENCE A carbon tax is just the tip of the melting iceberg and that’s why NRMA continues to urge the Australian Government to develop a national strategy to reduce our oil dependence and support alternative fuels and vehicle technology. Youth Off The St reets Food Van British global clean power systems company Intelligent Energy is leading a consortium that has developed the hydrogen fuel cell Black Cab. The cab (above) is one of the fleet of the zero emission taxis being supplied by the consortium in time for the London Olympics in 2012. Photo: Business Wire Starlight Found at ion Sleepout Art Sponsor our Grou Attack, p CEO Tony Stuart as hee takes part in the He lp cre ate a range of cra St Vinnies CEO Sle ft packs epout at Luna Park to rai and activities for se money for the entertaining homeless. seriously ill kids in hospital and at Date: Thursday, Jun home. e 16 Time: 6pm – 7am Date: Monday, Jun e 20 You can also spon Time: 10am–1pm sor Tony’s sleepou t after the event. Visit: ce W he re: North Strathfi osleepout.org.au. eld, Building K dation on Red No se Day Date: Friday, June 24 Visit the Red Nose Day rednoseday.com.au website at and register to sell merchandise in your area. Greening up La ne C 155 Joion thvee CoNational Park nservation Volun teers team in this beau tiful part of the world and help th e local environme nt. This is a great tea m building opportunity. Date: Friday, July 15 Time: 1pm–5:30p m Where: Lane Cove National Park. BBus transport and lunch included. Help prepare/serv e foo the homeless living d and chat to on the streets of Sydney city. Time: 9pm–12 mi dnight Location: Marrickv ille to prepare foo d and then Sydney city Volunteers: We are currently full. Please register yo ur interest to receiv e available dates for July/August/Sept . More info NRMA Group employees have seven hours leave each financial year to volunteer for a charity of their choice. Register for volunteer activities by emailing community@ mynrma.com.au. Please check with your manager before registering for any event. 11 THE GOOD OIL 1 TOP 5 FASTEST CARS 3 2 FIFTH: You can tell the Koenigsegg CCX has a blistering top speed of 394km/h just by looking at it. Scary. FOURTH: The American-built Saleen S7 can hit 399km/h. THIRD: The Porsche 9ff GT9 is one of three cars able to break the 402km/h barrier. SECOND: And you thought the 403km/h Bugatti Veyron would be top of the list. Not any more. FIRST: The top spot now goes to Shelby Supercars and the 413km/h SSC Ultimate Aero. Guinness World RecordsTM verified that Shelby SuperCars’ Ultimate Aero is officially the ‘Fastest Production Car’ in the world. This is the first time the production speed record title has been held by a US auto manufacturer since the Ford GT40 claimed the record in 1967. Engineering a production car capable of speeds in excess of 400km/h is truly a significant task. In order to fit the definition of a production car, the vehicle must use pump gas and conform to all DOT/EPA regulations including emissions SMARTPHONE APP COULD REPLACE CAR KEY IT CAN ALREADY warn of parking officers, order your groceries and boost your share portfolio, but soon Apple’s iPhone could effectively replace your car keys. General Motors is working on an app for the iPhone and rival Google phone for some of its cars sold in the United States. The application will allow drivers to activate all of the traditional key features, including unlocking the doors and opening the boot. There will also be a remote start function that could prove handy for warming up the car on colder mornings. If you forget where you parked you can set off your car’s horn and lights so it can 12 alert you to its location. The app will also display a vehicle health report, which will include information such as fuel range, oil life, tyre pressure as well as a lifetime breakdown of average fuel economy for the car. Unfortunately, the app will only be available in the US, Canada and China, with buyers of Chevrolet, Cadillac, Buick and GMC expected to be able to control their car from their phone within a few months. The app will be run as part of an invehicle safety and security system called OnStar. and safety. These restrictions not only make it difficult but very impressive for production cars to produce such high performance figures. With 880kw (1183 bhp) and 1480Nm (1094 ft-lbs) of torque, the Ultimate Aero produces more emissions-legal horsepower than any other production automobile in the world. Despite being designed to run at redline for extended periods of time, the Ultimate Aero remains remarkably drivable. The proprietary twin-turbo V8 power plant retains excellent idle characteristics, and thanks to a drag coefficient of just .357, Langley Full Scale Wind Tunnel testing calculates the vehicle to be aerodynamically stable to speeds up to 440km/h. Featuring all the amenities found in a luxury sedan, the supple leather/suede interior is highlighted by custom Recaro seats, a 10 speaker premium system, DVD/navigation/ backup camera, and a cab-controlled lift that raises the front an extra four inches to navigate road hazards. Col Endacott 4 5 HOLDEN’S NEW CONCEPT SPORTS CAR? GENERAL MOTORS (GM) has unveiled the Korean-designed Chevrolet Mi-ray show car at the Seoul motor show – a radical-looking roadster, it is described as ‘a fresh look at what sports cars of the future might be’. The all-wheel-drive two-seater could wear a Holden badge here if a more production-realistic version were built. A number of Korean-built Chevrolets have already been rebadged as Holdens for the local market, including the Barina city car, Captiva SUV and, until recently, the Cruze small car. The Mi-ray, which the company says is Korean for ‘future’, is constructed from carbon-fibre and carbon-fibre-reinforced plastic, with Corvette-inspired flared wheel arches housing titanium and carbon-fibre wheels – 50.8cm at the front and 53.2cm at the rear. A pair of scissor doors gives the roadster a supercar-style feature, and the edgy design has ambient lighting that runs beneath the main character line along the side of the car. GM says the Mi-ray’s cabin is inspired by a jet-fighter cockpit. The minimalist interior features side-by-side wraparound cockpits for the driver and passenger, with leather sports seats, liquid-look metalwork and brushed-aluminium trim. The dash instrumentation is projected on to the surface behind the steering wheel in the driver’s line of sight. The Mi-ray is powered by a petrolelectric hybrid drivetrain – a 1.5-litre turbocharged four-cylinder engine mounted at the rear of the car (and driving the rear wheels), with a pair of 15kW electric motors mounted under the bonnet (powering the front wheels). The motors are teamed to a dualclutch transmission, and there is a stopstart system to save fuel. MORE4U STAFF OFFERS Check out the new ‘glamping’ accommodation at Ocean Beach Holiday Park IT’S TIME TO ZUMBA WELLBEING@NRMA is bringing ZUMBA classes to the NRMA Group, beginning at North Strathfield on July 20. ZUMBA is a fun workout for participants of all fitness levels and age groups. Classes will be held every Wednesday from 5.15pm to 6pm in Building K until September 21. Each class costs $10 per person, paid directly to the teacher – Sandra from the St George Zumba School. There is a maximum of 30 participants per class. To enrol go to Blue/Your NRMA/Wellbeing/Zumba. If you would like ZUMBA to come to your office location email your request to: [email protected] Enjoy the sporting activities at Merimbula Holiday Park Kids of all ages enjoy the huge jumping pillows at Ocean Beach Holiday Park. WIN FOUR NIGHTS AT AN NRMA HOLIDAY PARK AS A VALUED EMPLOYEE of NRMA Group, did you know that you have access to discounted rates to all five NRMA Holiday Parks? Employees receive a 25 per cent discount in low season and a 10 per cent discount in holiday and peak seasons. Situated in breathtaking locations in NSW and Queensland, the parks are a favourite with families and adventure seekers who love the outdoors and getting together with family and friends. The parks offer accommodation to suit all budgets, from villas and cabins to safari tents, ensuite and powered caravan and camping sites. You can even try glamour camping or ‘glamping’ at our Ocean Beach Holiday Park. Whatever your preference, there are options for everyone. To book your next holiday at one of our superb parks, contact Holiday Parks directly on 1300 414 448 and mention you are an employee of the NRMA Group. COMPETITION For your chance to win four nights’ accommodation at the NRMA Holiday Park of your choice, answer these three easy questions. Answers can be found at nrmaholidayparks.com.au. 1. What discount do NRMA Group employees receive in low season? 2.What is the name of the glamour camping style of accommodation that has been recently built at Ocean Beach Holiday Park? 3.Name one of the locations on the scrolling images on the nrmaholidayparks.com.au website home page. Email your answers to: internal. [email protected] by Friday, July 1. WELLBEING WORKS! HERE IS SOME feedback from an NRMA Group employee about the Wellbeing@NRMA Program. I just want to give you some positive feedback about your program. I have participated in a number of initiatives but essentially it was the Diabetes Australia talk that I went to that finally got me motivated to stop talking and take action. I was shocked to find that my risk category was higher than I thought and that my BMI (body mass index) was out of the healthy range. I am now doing a whole range of things differently with regard to nutrition and exercise and have now lost over 5kg. I am much fitter, and this week I made it back into the healthy BMI category. While the Wellbeing program is not the only reason for motivating me it has certainly been a trigger and for that I must acknowledge the program and say thank you! Name withheld For more information go to Blue/Your NRMA/Wellbeing or email: [email protected]. AUSTRALIAN UNITY NRMA GROUP EMPLOYEES are now entitled to a 12 per cent discount* on private health insurance with Australian Unity. Australian Unity (AU) provides generous benefits on extras such as dental, optical, physio and remedial massage. And if the unexpected happens, you can rest easy knowing that their hospital cover ensures you’ll be looked after as a private patient with your choice of doctor. For NRMA Group employees there are no two or six month waiting periods on many extras including general dental, physiotherapy, chiropractic and remedial massage so you can start claiming straight away.# Also, if you transfer from another health fund, AU will recognise the waiting periods you’ve already served on similar levels of cover. To take advantage of this exclusive offer, call 1800 224 244 or visit australianunity.com.au/corporate/ nrmaemployees. *12 per cent discount includes all other retail discounts and when paid by direct debit; excludes Overseas Visitors Cover. Not available with other offers. #Some conditions and waiting periods apply 13 SCRAPBOOK Our Patrols gathered at North Strathfield this month for a business and training catch-up and Thrifty celebrated the onset of winter with some liquid refreshment and an office snowman competition. Garry Butler from BACE about to dissect a battery during an interactive training session to see what happens inside it when it is more than three years old. Patrol Forums The Patrol Forums held in North Strathfield from May 31 to June 3 gave regional and metro Patrols an opportunity to try out new technology and discuss topics from policy to communication. Patrols took part in interactive training workshops on, for example, their new Mobile Data Terminals and listened to presentations on new developments in the business. ABOVE: Head of Sydney Metro Service Chris Nolan with William Lui RIGHT: L–R: Patrol 207 Leslie Louis, Patrol 233 Kenneth Clark and General Manager Integration Garry Campbell 14 Not just any battery Tumut Country Service Centre proprietor Brenda O’Malley’s son Jack took part in Tumut’s annual Falling of the Leaf Festival last month and,, to reflect this year’s theme Powering On, dressed as an NRMA battery. Local schools use the festival’s opening parade as an activity to get thee children involved. Winter wonderland Employees at Thrifty Head Office in Mascot celebrated the beginning of winter with a Winter Wonderland-themed end of month get together. MAIN L–R: National Sales Support Consultant Eve Gambrellis, Regional Sales Manager NSW Renee Lorimer, Relationship Manager Fiona Southee, Corporate Relations Executive Toga Hospitality Allison Coffey and Thrifty CEO Bryn McGoldrick. TOP RIGHT: Karen was presented with her voucher by Allison Coffey from Toga Hospitality which provided the prize. BOTTOM RIGHT: Karen Tyson won a night at the Sydney Travelodge for her prize-winning snowman creation. Let’s be careful out there Russel Fawcett (wheelchair) from Spinal Cord Injuries Australia spoke to Patrols at each forum to highlight the importance of being alert to their environment and level of fatigue in order to prevent accidents from occurring. Read more about Russel’s presentation on page 7. Champions in the west The Country Champion Days team arrived in Dubbo on May 19 to address frontline employees about our products and services and competitor activity. They also looked at further areas for sales opportunities and educated employees on how to drive sales and enhance awareness of Motoring & Services. ABOVE: Relationship Manager Elena Sergis (left), Product Support Assistant Manager Maureen Meredith (second left)and Country West Business Manager Gary Carter (centre blue shirt). 15 THE BOOT OUR FOOTBALL VOLUNTEERS John Zevlikaris is nurturing the budding talent of the Parramatta Eels Club. Whether it’s aussie rules, rugby league or soccer, these three volunteer coaches are all about the kids once they blow the whistle. Reg gives his team a pep talk before the big game. His seven-year-old son John is on the far left. Simon with his sons Gabe and Charlie JUNIOR UNIOR FOOTBALL ALL OVER AUSTRALIA relies on volunteers to make it happen every week. People help set up the grounds early on cold Saturday mornings and man the barbeque for bacon and egg rolls and the canteen for coffees. They manage teams, functions, trophies and banners so the kids can run out in their club colours every week. AUSSIE RULES Member Relations Manager Simon Tracey became involved in coaching kids’ footy at Glebe Greyhounds when he took his eldest son Gabe down to play for the under 6s a few years ago. ‘They needed a coach and before I knew it, everyone else had taken a step back leaving $5 MILLION CARGO THE NRMA COUNTRY SERVICE CENTRE at Dungog was called to an unusual job recently after a $5 million 1925 Doble steam car caught fire while taking part in the fifth Australian Steam Car Tour. The Doble was one of 14 vintage cars on the eight day tour which is run by the Road Steam Engine Association. Once owned by American business magnate the late Howard Hughes, the Doble was one of two brought out from England especially for the tour. Unfortunately, during a trip to the town of Stroud the car erupted into flames and NRMA Dungog was called to the scene. Patrol Paul Tierney loaded the Doble aboard the tow truck and carted it back to Dungog. The car was then stored on the premises, drawing a great amount of attention from local residents. It was finally carted to Tuncurry and arrangements were made for the vehicle to be shipped back to England for repairs. 16 m stranded at the front,’ Simon said. me ‘‘It helped that I grew up playing aussie rrules. Not a lot of parents from Sydney kknow much about the great game. ‘I’ve coached Gabe and his team for the past p three years and have dropped back tthis year to coach my second son Charlie in tthe under 5s, which is very much like cat hherding. Have you ever tried to get a dozen five year olds to stand in a line? ‘The Greyhounds has a fantastic ccommunity atmosphere. There is a bbarbeque at training every Tuesday and the t kids hang around after they’ve finished tto have a sausage and kick the footy with their friends. t ‘I involve the parents at training as much as possible, so by season end even the ones who don’t know anything about the game have developed some handy skills as well. ‘I’m an AFL fanatic so I wanted my kids to play. The great thing about junior AFL, or Auskick as the program is called, is that it’s all about participation. We don’t grade the players, it’s non-contact and it’s really focused on the kids enjoying themselves and wanting to keep coming back. ‘I mark my success as a coach by how long the kids hang around after training or the game to keep kicking the ball with their friends. The kids come from all different schools, different levels of skill and competitiveness. ‘The great thing for me is to see friendships form, with the kids and the parents from season to season, that wouldn’t otherwise have happened unless they had been playing for the Greyhounds. ‘They have years ahead of them to be competitive and finesse their skills. All I want them to do is like playing footy.’ RUGBY LEAGUE Member Relations Consultant John Zevlikaris is a rugby league man and, as coach to the under 10s Wenty Magpies, is nurturing the budding talent of his belovedd Parramatta Eels Club. John completed a level 1 coaching coursee and began coaching this year at the Wentworthville club. He is about to become a father. ‘I live nearby in St Mary’s and could havee coached a team closer to where I live but I wanted to coach a team from the club thatt feeds the Eels,’ John said. ‘To be a good coach you need to be a father figure, mentor, motivator and counsellor, but I also get a lot out of it. I like the team aspects, the fun environment, getting to know the parents and getting to know the community.’ SOCCER When Reg Chamberlain’s son’s soccer team needed a coach this year, he just put his hand up. NRMA’s Head of Content now steers the Menai Hawks under 7s in the right direction every Thursday night for their Saturday games. Reg played for the Campbelltown Collegians Soccer Club from under 9s. ‘I remember learning a lot from my coach back then and I model myself on him now when I’m coaching my team,’ Reg said. ‘I’m getting a lot of satisfaction from seeing them progress from week to week. It’s my job to ensure that they are having fun, being active, working as a team. It is important that they get off to a good start to their sporting careers. Having fun is easy because they are a great bunch of kids. Reg benefits from his coaching role as well. ‘I’ve met some great people, especially the parents of the kids in my team. It is also a great way to spend more time with my son and a good distraction from work.’ WIN a Red on Day Balloon experience for yourself and a colleague TO CELEBRATE the launch of our new Group Service Standards, the Member Experience committee is giving away two $100 Red Balloon Day vouchers. For a chance to win, just tell us your story of a time when your colleague gave a great Member Experience and showed the behaviour of at least one of the new service standards featured on pages 4 and 5. The author of the winning story and their nominated colleague will each receive a Red Balloon Day voucher. Send your email to internal.communications@ mynrma.com.au by Friday June 1. COMPETITION W IN NER Congratulations to Anthony Monti who has w on the NRMA brand campaign competition. Anthony decided he liked Tradie Rosso best becaus e he reminds Anthony of himse lf. Anthony wins a $100 gift voucher from the Brand team.
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