TQ Summer Playbook

WELCOME ARE TQ

Tillicoultry Quarries offer a unique combination of high-quality materials and exceptional customer service. Established in 1931, we’ve been building our service legacy for over 90 years, with the supply of a wide range of construction materials to help build and maintain the UK’s roads, buildings and infrastructure.

Our business BUILDING OUR SERVICE LEGACY Our skilled staff supply asphalt, aggregates & crushed rock, sand & gravel, concrete, cement, sports sands and mortars & renders from our state-of-the-art facilities across the UK. As a family business, with a clear focus on our people, we have built on our foundations and invest continuously in our plants, facilities and equipment.

With a strong team of over 300 team members ensuring we can consistently deliver a unique combination of quality materials and service excellence for our customers.

Our high-quality, materials, together with our commitment to responsive customer service, ensures we build long-term relationships with our customers, based on reliability, trust and respect.

OUR BUSINESS

Our Story Our business has come a long way We are at a stage in our growth where it is important that we understand what has made us successful to date, and what is going to build a sustainable future for Tillicoultry Quarries.

The Tillicoultry Quarries Playbook clarifies our distinctiveness. It provides us with guidance on how to ensure that we all capitalise on what makes us unique in a consistent way, at work, in the industry and with our customers.

It should be used as a support tool and referenced whenever you need a reminder about what makes Tillicoultry Quarries different, and how to do things the Tillicoultry Quarries way.

OUR STORY

Introduction Since our beginnings in 1931, we have always been passionate about providing the highest quality materials and service to our customers.

The customer experience has become a key differentiator of the Tillicoultry Quarries offering.

Our approach to the quality of materials, the safety of our team and our customers, and our customer service excellence is unique.

Our success to date has been driven by our remarkable customer and team experience.

We are open, honest, professional, reliable and consistent.

And yet, we are flexible, innovative and committed to the highest level of quality and service.

BUILDING A SERVICE LEGACY We will use this commitment to continue to build our success story.

OUR STORY

our company Our vision TO BE FIRST CHOICE To be renowned for quality materials and exceptional customer experience, by being flexible, reliable and committed to the continuous development of our team and business.

Our purpose TOTAL QUALITY To be the supplier of choice for quality materials and service, and the employer of choice for hardworking, invested individuals.

TQ Core Values CUSTOMER DRIVEN WHATEVER IT TAKES By providing training, upskilling our team and recognising and rewarding outstanding work, Tillicoultry Quarries ensures that only quality products and service is provided to our customers.

QUALITY RIGHT FIRST TIME We invest in our people, processes, equipment and infrastructure to maintain high levels of quality across our products, customer service and internal team experience.

FAMILY BUSINESS IN IT FOR LIFE We are proud of our team, and we are committed to investing in the company’s future. As we offer a job for life, this means investing in each and every member of our team.

SAFETY LOOKING OUT FOR EACH OTHER The safety of our team and our customers is our highest priority. That’s why we continually invest in Health and Safety resources, processes and training.

OUR COMPANY

Our services Capabilities COMPLETE SERVICE FOR FULL PROJECT DURATION FLEXIBLE SERVICE INCLUDING 24/7 AVAILABILITY • • • • • • •

Asphalt Aggregates & Crushed Rock Sand & Gravel Concrete Cement Sports Sands Mortars & Renders.

Market sector The UK Quarrying Industry is one of the oldest in the country. For hundreds of years quarrying has been an integral part of our industrial heritage. There is estimated to be around 1,300 quarries in the UK, producing around £3 billion in products every year (British Aggregates Association).

Our primary customers are generally local authorities and surfacing contractors. However, groundwork contractors, civil engineering contractors, builders’ merchants, landowners and sports ground contractors also need our materials.

Our offering also includes a variety of mortars and renders, meeting the specialised needs of architects, national house-builders, rough-casters, plasterers and approved render applicators.

This reflects our commitment to diversifying our product range to cater to the evolving needs of the construction industry.

Many of our customers are involved in building and maintaining critical developments across the country. They are driven by quality, service excellence, consistency, reliability and value for money.

Like us, many have cultures focused on delivering projects under tight time constraints and budgets, emphasising the importance of reliable and high-quality materials in their work.

OUR SERVICES

Service setting us apart Our business has been built upon not only our quality of products but our quality of customer service too. Whilst we are not the biggest player in the market, we have become renowned for our customer services and we must continue to invest and focus on this to continue our growth.

We need to: • • • • •

Outperform our competitors on quality and service Invest in our people, plants and processes Exceed our customers’ expectations Continually seek ways to improve, both internally and externally Not be afraid to make changes for the better.

Tillicoultry Quarries is challenging the service norm.

What makes us good?

• • • • • • •

Confidence in quality products Value for money 24/7 availability On time service Honest communication Keep our customers updated Make life easier.

What makes us TQ? • • • • • •

Proven track record since 1931 We build relationships with our customers We are flexible and accommodating We provide consistently responsive service excellence We can provide the material for a full project duration We invest in people, process and infrastructure.

OUR SERVICES

Our customers Our promise to customers To provide our customers with high quality material, delivered to them with exceptional customer service, in a manner which is responsive and flexible to their needs.

When we asked customers why they choose TQ, they said: • • • • • •

We give them confidence We provide service, not just products We offer them value for their money We are responsive to their needs We are flexible to their circumstances We make their life easier.

What motivates them

We make them feel

• • • •

• • • • • •

Products best suited to purpose Project success Value for money Ease of service.

They look for • • • • •

Quality materials Great customer service Reliability Flexibility A competitive price.

Valued Loyal Important Satisfied Confident Informed.

OUR CUSTOMERS

Our brand WE OFFER CUSTOMER SERVICE EXCELLENCE We are proud, responsive and flexible towards our customers.

WE ARE BUILDING OUR LEGACY We are continually establishing our reputation for quality products and service excellence.

Building a Service Legacy • • • • •

We are proud to offer the highest quality materials We have a designated team to ensure the quality of our products We are prepared for customers’ unanticipated needs We go above and beyond to fulfil the needs of our customers Our team are friendly, committed and a credit to our business.

OUR BRAND

Corporate Identity and Communication Guidelines Legal Entity: Our official registered company name is Tillicoultry Quarries Limited.

For all internal and external communications, the standardised reference is Tillicoultry Quarries. Occasionally, some customers and internal staff may colloquially refer to us as TQ. However, the use of "TQ" is only deemed appropriate if it stems from a well-established relationship initiated by the customer. All written communications with customers should explicitly use the business name "Tillicoultry Quarries."

We encourage the consistent use of the complete Tillicoultry Quarries brand name wherever feasible.

Tone of Voice: Our tone of voice encompasses the language we employ daily across all customer touch points to convey our brand. It is characterised by simplicity, clarity, professionalism and the avoidance of complex language and buzzwords.

Examples of This Tone of Voice and Preferred Expressions: "The right material for the job" "Delivering value for money" "We save customers time and money" "Contact us to discuss your requirements" By adhering to these communication guidelines, we ensure a unified and professional representation of Tillicoultry Quarries across all interactions.

OUR BRAND

BRAND EXPERIENCE Consider how we should consistently embody our brand ethos of “Building a Service Legacy” at every stage of our interactions with customers.

Ensuring consistency across these various touchpoints enhances our brand’s credibility and reinforces a professional image.

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Employee engagement

• • •

When customers call our office and speak to us on the phone When customers see our brand and company mentioned online and in the media When customers see our brand on our equipment When customers speak to us in person – in an office, onsite or offsite

Tillicoultry Quarries has been built on a passion for quality and service. Our values help shape and guide us in the development of our people and how we select who is right to join our team.

We measure the performance of our people, not just on their skills and job deliverables, but on their contribution to our brand through living our values.

Values and how they relate to the employees CUSTOMER DRIVEN WHATEVER IT TAKES

FAMILY BUSINESS IN IT FOR LIFE

• • •

• • •

Always find a way to make it happen Personal accountability for the job at hand Pull on company wide resources.

Unconditional commitment Hands-on, muck in One team, together.

QUALITY RIGHT FIRST TIME

SAFETY lOOKING OUT FOR EACH OTHER

• • •

• • •

Relentless focus on quality Pride in your work Open and honest feedback.

Compliance to safety Use the right tools and PPE Escalate and report.

BRAND EXPERIENCE

Employer brand The company has an obligation to ensure that at a senior level the brand is made tangible through the leadership of our people and team.

The Tillicoultry Quarries brand drives how we build our reputation as an employer.

To be true to this brand promise, the senior team must lead by example.

Continue Building a Service Legacy by: • • • • • • •

Living and breathing the company values Understanding that everyone counts in the business Encouraging internal team development and initiative Initiating improvements in people, process and infrastructure Talking clearly and in a straightforward, friendly manner internally and encouraging others to do so Challenging the team, our processes and offering to customers to continuously build sustainable company success Recognising and rewarding the team when due.

BRAND EXPERIENCE

Tillicoultry Quarries Ltd Head Office RWM House Kilbagie Alloa FK10 4DY T: 01259 730481 sales@tillicoultryquarries.com tillicoultryquarries.com