STAFF NEWS Hi everyone, New Year’s now seems like a distant memory as we sail into our busy summer season. Not only are we busy on the wharves, water and the buses at this time of year, everyone on Level 3 is also working hard with the additional administration to support the business operations. In 2013 we accomplished a massive amount of change in the business and even with all this change we have managed to grow the business and are now tracking to achieve our budget ending in March. Although everyone is not directly involved in the major projects coming up in 2014 we can all still influence the success of our business by making improvements within our roles and tasks. Even if they are small and sometimes seem unnoticeable they contribute to overall success of our company. I would like to share a recent article about small positive changes resulting in major success, which can easily translate into our work and personal lives and I believe it is worth sharing. No British cyclist had ever won the Tour de France, but Brailsford, the new Performance Director for Britain’s cycling ‘Sky Team’ came up with a simple concept to achieve this: By improving every area by just 1%, small gains will add up to remarkable improvements. He believed that if the team could successfully execute this strategy, they would be in a position to win the Tour de France in five years. He began by optimising the things you might expect: the nutrition of riders, their weekly training program, the ergonomics of the bike seat, and the weight of the tires.
2013 - Some of the years changes - Galaxy ticketing system launched - Harbour Cat refurbished - 360 fleet upgrades - Hobsonville service started - Hop usage increased by 370%, - Pier 1 gate line installed - New vessel build begins 2014 - some planned changes - Launch of the new vessel - Delivery of 3 new buses for WBC - Hop rollout on Waiheke Buses - Improved scheduling and payroll systems - Large number of major surveys including extensive work on Kea and Adventurer.
But his team didn’t stop there; they searched for 1% improvements in tiny areas that were overlooked by almost everyone else: discovering the pillow that offered the best sleep and taking it with them to hotels, testing for the most effective type of massage gel, and teaching riders the best way to wash their hands to avoid infection. They searched for 1% improvements everywhere. He was wrong with one thing; it didn’t take five years to win. It only took three! In 2012, Team Sky rider Sir Bradley Wiggins became the first British cyclist to win the Tour de France. That same year, Brailsford coached the British team at the 2012 Olympic Games and dominated the competition by winning 70% of the gold medals. So often we convince ourselves that change is only meaningful if there is some large, visible outcome associated with it. Whether it is losing weight, building a business, traveling the world or any other goal, we often put pressure on ourselves to make some earth-shattering improvement that everyone will talk about. But the truth is that most of the significant things in life aren’t stand-alone events, but rather the sum of all the moments when we choose to do things 1% better.
- FINANCIAL CONTROLLER
Gavin looking ‘Tropicool’ at the post Christmas party last week.
See more photos inside...
Customers take the time to thank usâ€Ś
Crew returning from Tiri Saturday 4 Jan:
Outstanding Development and service.
I was caught out by a drop in wind on my kite board near rough rock around 800m from Cheltenham beach. It was a relief to have them spot me and do a u turn, then stand by until another vessel was able to tow me closer to the beach.
When Tim Lamb first started with your team on the Waiheke ferry, he was a reserved and a rather shy person. He has certainly come out of his shell, his qualities as an honest dedicated employee of Fullers is something your company should be proud of. He has obviously got a future with Fullers and would be surely considered an asset to your team. This is a two-fold recommendation. We have to give praise and recognition to the person who is most responsible for Timâ€™s training and positive attitude. The one and only Smiley Kylie! (Kylie Toon) What an asset she is. I write this as a regular traveller to Waiheke / Auckland, with honesty and sincerity. Reg Follas. - Executive officer Waiheke Island RSA.
I commend the captain and apologise for the delay and inconvenience it may have caused the company and the passengers. Please pass on my heartfelt thanks. - Michael Pepper
Trip Advisor review 19 Jan 2014 This was just a stunning way for us to finish our Holiday. A day away from Auckland on a stunning paradise island. Great tour guide, Glen, who lived in my home village of Tiptree a few years ago! Small world. Great day!
Entries for Dual CALLING TEAM FULLERS & 360! Are you a demon on a mountain bike…a runner of sorts? Even if you just want the free T-shirt… here’s a chance to show off your mad skills and have an awesome day on Rangitoto Island! The DUAL on Rangitoto and Motutapu Islands is one of Fullers high-profile sponsored events and we have 20 FREE entries available to join the Fullers team for 2014. Visit www.thedual.co.nz and choose which event you want to enter into – Keen? Contact Kendal on 367 9124 to register or email firstname.lastname@example.org
From a grateful mum…
Please give our enormous thanks to the skipper, Jono Leigh, of the 1.30 Auckland to Half Moon Bay ferry who slowed right down near Bean Rock today Monday. We were on board Aristos, a small launch, and had little chance of moving off our course other than to go across prevailing wind at great discomfort. We were so grateful thank you!
On Christmas Eve my daughter, Sonia, boarded the boat from Rangitoto, having been stung by a wasp while waiting for the ferry. The bite swelled and started to block her airways. We would like to say how appreciative we were with the crew for helping to arrange an ambulance to meet our ferry which was imperative as she was running out of time. Crew also helped in other ways to make her comfortable before being admitted to hospital and given drugs. She now has to carry an Epi-pen. Thank you to all concerned, regards Barbara Templeton.
“Staff on the 2pm ferry to Waiheke on Saturday, were great! We arrived close to departure with a large bouncy castle to be taken over for a wedding on the island. The ladies at the ticket scanner were so accommodating with our strange request of cargo. We all arrived at the other end safely and the bride and groom were thrilled.” - Thank you! Jenna
From a blog by a British tourist on holiday... We booked onto the Fullers Catamaran Ferry across to Matiatia Bay in the rainy sunshine. We started out on the top deck but moved inside when the rain started. It was amusing to watch a lady complain to the refreshment girl that some water had dripped down her neck from the deck above and ‘could the Captain sort it out?’ Amazingly the poor girl actually went to see the Captain, who was driving the boat, and returned with the offer of a free coffee as compensation. This was accepted and a new dry seat was found for the lady!
THE CONTACT CENTRE is essentially the communication hub and point of contact for Fullers customers. Their daily tasks include product knowledge, which must be kept up to date with timetables and vessel movements, as well as keeping Galaxy loaded with all tours; directly booking travel agents; maintaining discount registers, informing the business of daily seat availability and assisting the Marketing team with proof reading of collateral. Here’s a little snapshot of the last few weeks in their world: “We said farewell to two experienced staff in November and were fortunate to employ two wonderful women, Sylvia and Cynthia, who under-went their training during our busiest and most challenging time of year! On Christmas Eve it was necessary to close off the online booking function that allows people to book and pay via the website. This was to safeguard and ensure the in-house Galaxy booking system did not crash again. This put a lot of pressure on staff and particularly out-of-town customers who were unable to come into the city to book at a ticket office. Overseas customers were reluctant to offer their credit card details on a single email so we facilitated this by suggesting this be done over four emails…time consuming to say the least! Great Barrier kicked off on 21st December. Thankfully, we have only had one cancelled sailing, due to adverse weather conditions. Cancellations involve contacting all passengers, advising of the alternative sailing or refunding their booking, either in part or full. So now we’re all taking a deep breath and re-grouping as we’re halfway through the last two long weekends of summer. Bring it on!” – Suzie, Contact Centre Manager The Contact Centre team is a happy mix from several ethnic origins and often like to share in cultural day lunches, inviting other departments to join them to taste some very delicious treats from this team of multi-talented multi-taskers!
Organisers of the Fullers Wharf 2 Wharf fun run and walk were blown away by the event which raised money for Fred Hollows and the Jassy Dean charities. A big thank you was given to both Jim Hannan and Michelle Neil for their dedication to the event for so many years.
BLAST FROM THE PAST:
Congratulations Jordan! Jordan Hansen has been appointed a traineeship leading on to a full apprenticeship in Marine Maintenance Engineering. Jordan, currently in an on board services role within Fullers, will join the Maintenance team early to mid-February. The company is particularly pleased at his appointment as Jordan was selected from a field of 70 applicants!
Well done Jordan !!
Back when the double-ended ferry ‘Kestrel’ did the Devonport run, a passenger came through the gate at Pier 1 and saw the boat was already a metre or so off the wharf. But he knew if he ran he’d still catch it so he threw his briefcase on and then leapt aboard… to the amusement of all the passengers on board. The ferry was just berthing not departing! From the collection of ‘Ferry Tales’ published by Fullers Skipper Sally Fodie 1991.