Together magazine &
Our New Extended Family
In this Issue: Meet our new Savaria family, Ignite sales conference & TechTool launch.
July 2021
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Hello from your Senior Management Team...
Such a lot has happened in the first half of the year, as you will see from this packed issue published at the mid-point of the year. There are new faces, new processes and we’ve been asking you to share lots of feedback (thanks to everyone who has taken the time to fill in our surveys).
Paul Stockdill, Richard Whitehouse, Paul Sykes, Ian Docherty, Emma Bowker, and Andy Williams.
Perhaps the biggest news story is our acquisition by Savaria at the end of the first quarter! We’re excited about what this means for us all, and invite you to find out more about our new family on pages 8 and 9.
Summer has arrived in the UK and “Freedom Day” is imminent! We’re optimistic about the prospect of daily life getting back to something nearer “normal” in the second half of the year. That said, we continue to urge you to follow the Government’s guidance to stay safe in your personal lives, as well as during your time at work. Keeping colleagues and customers safe is our priority and we encourage you all to remain vigilant to stop the spread of the virus.
The Ignite Global Sales Conference in May sent a real buzz around the business! It was a great opportunity to get to know our international colleagues a little better. We’ll continue to focus more on Handicare’s global activities by including stories from around the world in future issues of this newsletter.
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Our #OneFamily Album
Every issue we’ll be sharing photos and reviews received from happy dealers and customers around the world – if you’d like to see more follow us on Facebook, Twitter or Linkedin!
Here are a selection of our favourite, recent installations!
Wishing you all a fantastic summer! UK SMT
Thumbs up from Dudley primary school pupils When we upgraded field service tablets earlier this year, we donated the equipment we no longer needed to a school in Dudley near our Kingswinford site. What a lovely thank you letter from the pupils!
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Nominee: Neil Tart, Health and Safety Advisor Nominated by: Martin Aitken As you may all know, Neil retired from Handicare on Wednesday 30th June after nearly 10 years with the business and Martin and the team felt this was the ideal opportunity to thank Neil for all the help and the time he has given them over the years. Well done and thank you Neil! Martin Aitken and the Field Service Team in Scotland
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Manufacturing Hero
NEW FACE IN CUSTOMER SERVICE Welcome to Stephen Pinder, who has recently joined as our new Customer Service Manager (Companion).
Our Director of Operations UK, Richard Whitehouse, has been invited by Lord Whitby to a ceremony later this year celebrating Handicare’s contribution to the Made in the Midlands’s campaign supporting British industry growth. Richard has been chosen to receive a specially produced ‘Manufacturing Heroes’ badge made by Thomas Fattorini, who has also made “people’s badges” recently for NHS pandemic workers. Congratulations Richard!
Stephen’s responsibilities will include reducing and controlling customer complaints, directly handling and resolving any new, escalated customer service issues or complaints and managing all members of the customer service team. Congratulations Stephen! We wish you all the best in your new role.
Investment to support increase in demand for curved stairlifts in North America Handicare is increasing capacity to meet growing demand from North American distributors with a multi-million dollar (Canadian) investment in a new production line at Savaria Corporation’s existing Toronto facility. Introducing our cutting-edge technology into Savaria’s facility will give partners access to the fullest range of curved (single and twin rail) and straight stairlifts “Made in North America”. Handicare Vice President Operations, Peter Slack, said: “Our distributors rely on us to get our stairlifts to them as quickly as possible. This investment will give us unrivalled lead times in North America, and another reason for distributors to choose Handicare as their stairlift partner.
NEW RECRUIT TO LEAD GLOBAL COMMS
“Working together with Savaria, we’ll combine our expertise, industry-leading manufacturing technology and facilities and before the end of 2021, we’ll deliver our Freecurve stairlift in under a week to our North American distributors.” Savaria Vice President Operations & Integrations, Sebastien Bourassa said: “Handicare’s sophistication of manufacturing and market reach are an exceptional complement to our business. We have an excellent track record for short lead times due to our in-house capabilities in laser, break press, welding and painting and we’re excited about the synergies to be gained from the manufacturing expertise of the team at Handicare.”
Helen Kitchen, who you will previously know as our PR consultant, has been appointed as our Global Brand, PR & Communications Director. A major part of Helen’s new role will see her taking the lead on aligning our communications globally. Congratulations Helen!
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Nominee: Clare Staniland, TPS Supervisor, and George Court, Key Account Co-Ordinator Nominated by: Richard Whitehouse, Operations Director Both Clare and George were aware of an issue with the ST numbers. They stayed late into the night re-entering the orders and deleting the defective ones in CRM so that those that were trapped by the system outage we had experienced would get to Production. Without this, the orders wouldn’t have been made or shipped. Well done and thank you both for your hard work, determination and dedication! Richard Whitehouse Operations Director
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A crafty way to use our waste! “It’s been fantastic to work with Birmingham Scrapstore and know that not only are we reducing our environmental impact, but we’re also helping a charity to make a difference.” Phillipa England from Birmingham Scrapstore, said:
Unwanted materials from our Kingswinford site in the UK are being transformed into out of this world models by schoolchildren with creative imaginations thanks to local charity, Scrapstore.
“As a charity that is passionate about play, providing high-quality play opportunities for children and young people across the city, we have loved thinking of different ways to use Handicare’s clean scrap. We have been recycling Handicare’s clean orange and blue foam in the Scrapstore for the last two years and the schools love using it for a variety of projects.”
We send Birmingham Scapstore our clean orange and blue foam to recycle. It’s been used for a variety of craft projects by schools including den building, model and print making. During the pandemic, the charity secured funding to support more than 1,800 vulnerable families by providing crafting resources for them. Our foam has been a key resource of the craft packs.
There were plenty of visitors to our impressive stand, which was expertly attended by our BDMs Lyndsey Jackson-Smith and Andy Allen.
Richard Whitehouse, Handicare UK Director of Operations, said:
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Networking with our partners and industry peers at events such as trade shows has been missing from our events calendar for some time. But in June we were excited to exhibit at the new British Healthcare Trade Show in Leeds, organised by the BHTA as a trade exclusive event for our sector. It was the first opportunity to showcase our flagship Handicare 1100 straight stairlift and to share our newest innovation, TechTool, with trade professionals keen to do business face to face again.
Recycling waste forms a fundamental element of our sustainability programme to ensure zero waste goes to landfill. The work with Birmingham Scrapstore is just one of our many initiatives around the globe to help meet our sustainability objectives.
“Our sustainability challenges are many and varied, but we’re focused on our goal to reduce the impact of our activities.
MAKING AN IMPRESSION AT OUR FIRST TRADE SHOWS FOR OVER A YEAR!
Is your team doing something similar to help us achieve our sustainability goals? Send your stories and photos and we’ll include them in the next issue!
Two days later, at the same venue, our Local Authority team were in attendance for 2021’s first Occupational Therapy Adaptations Conference and Exhibition. The regular events held around the UK enable professionals working within the field of designing accessible environments to easily access all the latest developments in the sector. Another great opportunity this time for OTs and Housing Officers to see for themselves our next generation stairlift.
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Savaria + Handicare = Accessibility global leader
Meet our new Savaria Family
“Greater than the sum of our parts”
Savaria www.savaria.com
In March 2021, Savaria completed its acquisition of Handicare Group to create the global leader in accessibility.
All about products that help mobility; for homes, vehicles or public spaces. Savaria designs and builds products to make life more accessible.
Chairman, President and CEO, Savaria Marcel Bourassa:
“The acquisition of Handicare in March 2021 is a historic milestone for Savaria®, making us the global leader in accessibility and creating significant opportunities for the future.” Handicare CEO Henrik Teiwik said:
“This is a strategic merger between two already strong companies. Together we will be a true global leader within accessibility and patient handling, with ample opportunities to join forces and develop new solutions for our customers in the future.” Handicare continues to operate as a standalone company, similar to the way Savaria operates its other sister companies, Garaventa Lift and Span America. Now, Savaria and its divisions are exploring ways to work together to strengthen our commercial capabilities, make the most of our combined geographic footprint and to further drive operational improvements.
• One of the widest product portfolios in the world: Home elevators, commercial lifts, stairlifts, ceiling lifts and adapted vehicles, plus medical beds and therapeutic surfaces through Span America • Manufacturing facilities in North America, Europe and China • About 500 active dealers/distributors in North America • Direct stores in North America under the Savaria and Silver Cross brand names
Garaventa Lift www.garaventalift.com
Span America www.spanamerica.com
Global company that designs, installs and maintains custom lift solutions for commercial and residential applications. The roots of the company date back to 1928, when Garaventa pioneers built their first cable car in the Swiss alps and founded the company.
Solutions for pressure management and patient handling since 1975. Acquired by Savaria in 2017. Serving distributors and customers in US and Canada.
• Home elevators, vertical platform lifts, inclined platform lifts
• Therapeutic surfaces: pressure management • Long term care beds • Ceiling lifts
• Strong worldwide presence with customers in America, Asia, Europe and Oceania China
Brand Strategy 2021 and beyond
Separate brands but collaborating wherever possible.
In North America
In Europe
Savaria & Garaventa are competing brands, this way we increase market share as much as possible and keep more distributors happy!
Handicare & Garaventa will collaborate together closely to:
Handicare & Span America are collaborating on the patient handling side. On the stairlift side, Handicare will continue to work on growing market share and making its partners successful.
- sell Garaventa incline lifts to Handicare partners when they have the capability - Garaventa to direct retailers to use Handicare stairlifts where possible Handicare to sell Garaventa products in UK direct and via its partner network.
STOP PRESS! Congratulations to Simon Vickars, Country Manager (Western Europe), who made the first sale of a Savaria family product (Garaventa incline lift) after our acquisition in March! Lots more to come!
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Next step towards our goal of world-class customer service and satisfaction In the UK, Handicare has become a member of the Institute of Customer Service (ICS), an independent professional customer service body dedicated to helping businesses improve their performance. ICS’s mission is to inspire a Service Nation and reignite UK business’ passion for excellent service, with the goal of positioning the UK as world leaders. David Harrison, our Global Customer Experience Director, is confident ICS membership will help us identify any weaknesses in our already strong service performance. Commenting, he said: “While we already maintain a high level of customer satisfaction, there’s always room for improvement. We wanted a partner who could identify any weaknesses to ensure we’re delivering the best possible services to our customers across all channels. Initially we’ll focus on the UK, and then share best practices and learnings across all areas of our global business.”
The ICS will provide a full audit of all Handicare’s processes and systems to assess organisational performance and identify key areas for development. It has already conducted a customer survey, and during the summer will follow this with a survey of all customer-facing UK associates to build a comprehensive picture of our customer journey. The results of the surveys will help ICS, together with our team, develop an action plan including comprehensive on-the-job training with professional qualifications at all levels. We’ll also be able to work towards the ICS’s prestigious accreditation scheme and awards programme that recognises success. “We’re committed to arming our teams with all the tools to achieve our goal of becoming the global market leader for reliable service, at the same time ensuring our customer service professionals get the recognition they deserve.”
What our partners like most about working with Handicare We know our partners – the dealers who sell our stairlifts to their own customers – like working with us because they continue to buy our products and, in some cases, buy more of them! But up to now, we haven’t tried to find out exactly what they value most about doing business with us. Measuring customer satisfaction is becoming more and more important, and so we’re introducing a new process to monitor how well we manage our relationship with our partners. Ricard Delgado, Service Manager, is leading on the project to capture our service rating according to our partners. “There are many benefits to knowing and understanding why customers rate their experience with us highly or poorly. If we listen to their feedback, we can fix the things which our customers say they don’t like and do more of the things they do like. By keeping a high customer satisfaction rating we can improve our reputation, build loyalty, increase referrals and of course, increase revenue.”
Our KPIs KEEP AN EYE OUT FOR THE COLLEAGUE SURVEY AND HELP US TO GET AN HONEST VIEW OF HOW WE’RE DOING AND WHAT WE CAN DO TO IMPROVE – COMING SOON!
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Nominee: Rob Wood Nominated by: Andy Williams, UK Field Service Director Rob has put so much hard work into the new Handicare Training Academy! He’s worked countless hours, including in his own time, to ensure that the Academy is finished. It looks fantastic and we now have a facility that we’re really proud of and positions us way ahead of the competition. We’ve already had some great feedback on the Academy from our partners, and Rob was key to making it a success!
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Net Promoter Score (NPS) - measuring customer loyalty every quarter In June, we sent partners a link to a survey in our Partner News. We asked: On a scale of 1-10 how likely are you to recommend Handicare as a Business Partner? We’ll track this on a quarterly basis by region. Customer Effort Score (CES) – measuring how easy it is for customers to do business with us This will measure the service performance of our various departments: from customer service to finance to technical support. We have started to measure this for customer service by sending partners an email after the closure of a customer service case. We’re asking: How easy was it for you to resolve your issue? We’ll track this on a weekly basis by region.
Net Promoter Score (NPS) On a scale from 0-10, how likely are you to recommend us to a friend or colleague?
• Measures loyalty • Appraises long-time CX • Assess brand’s appeal • Segment Promoters, Passives, and Detractors for customised solutions
International benchmark
Customer Effort Score (CES) How easy was it to deal with our company today?
• Measures ease of experience • Appraises individual interactions • Highlights problem areas and scope for improvement
Actionable insights
We’ll include all the scores in our next issue – what will you do to make sure your region is the top performer?!
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Multilingual new recruit to improve technical customer service! Sarah Worrall, Surveyor Liaison Manager, and Bruce Bedford, Head of Local Authority, at the recent OTAC trade show.
New UK Local Authority Team Our focus on sustainable growth has seen a number of changes in our sales structure, including the appointment of a new leader for the UK local authority team. For over 10 years, Bruce Bedford has been instrumental to the success of many sales initiatives and he now takes accountability for our Local Authority business, as well continuing to manage our important relationship with Age UK. Sarah Worrall, Surveyor Liaison Manager, and Steve Greenfield, UK Contracts Manager, both report directly into Bruce to form this newly focused team.
Working alongside our excellent Tech Support team, TechTool will make it easy for engineers to find quick fixes without having to contact one of the engineers on the team directly. Currently TechTool is available in English (UK and North America), Italian and French, and includes solutions for the 1000, 2000 and Freecurve stairlifts.
STOP PRESS! Congratulations to the Local Authority Team, which has secured two significant contracts to supply, install, service/repair and remove stairlifts for Glasgow City Council in Scotland and Gateshead Council in the North of England.
“This is marvellous news and a fantastic achievement by the whole team, whose hard work and dedication servicing these local authority contracts to date has really helped to build relationships and strengthen our reputation in this sales channel,” said Bruce.
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We’re focused on delivering memorable experiences, particularly when it comes to customer service. As part of our initiatives to improve our technical training support in the Partner Programme we’ve introduced a new multilingual “recruit” to support our Technical Support team, as well as the sales team working closely with partners around the world. TechTool is our new free online troubleshooter designed to help engineers in the field find the answers to questions they have about our stairlift models when they are attending a breakdown in a customer’s home.
Around 15,000 stairlifts are procured by local councils every year, some via long-term contracts with preferred suppliers and others via public sector frameworks (an arrangement where the buyer selects suppliers and sets terms and prices for a fixed period in advance), whilst some prefer a more informal uncontracted arrangement.
LA TEAM, CELEBRATES TWO MAJOR CONTRACT WINS
Making it easy for our partners to do business with us includes doing what we can to ensure they can get answers to their technical support questions as quickly as possible.
We’ll be adding more solutions for these models, plus the 1100 and Spanish and German versions later this year. If you haven’t already, register for your own TechTool account and remember to mention it to anyone else who you think might find it useful! www.handicaretechtool.com
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IGNITE “A single spark is all it takes to ignite a fire that burns brighter than the rest” In May, Handicare held its first ever Global Sales Conference virtually, welcoming colleagues from sales teams in North America, Europe and APAC – no mean feat considering the time difference! The two-day event, hosted by our VP Commercial Clare Brophy, aimed to “ignite” a fire under our sales in H2, inspiring everyone to go from good to great and achieve a goal of an additional €3m before the end of this year. Presentations from Handicare CEO Henrik Teiwik and Savaria’s Sebastien and Alex Bourassa on the first day were followed by a review of our first quarter sales performance expertly handled by VP Finance David Temple, before Global HR Director, Emma McAuley, launched the Ignite Sales Competition, with individual targets set for each Business Development Manager. An overview of the new Partner Programme included feedback from Germany’s Frank Voss and West Europe Country Manager, Simon Vickars, plus the first look at our new online troubleshooter, TechTool, designed to make life easier for engineers in the field. The rest of the programme consisted of sessions led by our Country Leaders showing how the team should implement Handicare’s Sales Management Process, our roadmap to success. Special guest speaker Darrell Keezer from Candybox Marketing offered an excellent workshop on the best way to use Linkedin to connect with customers.
IGNITE AWARDS 2021 Congratulations to our first Ignite Awards winners who were announced during the conference at a virtual ceremony which also included a Handicare quiz. We’ve included the questions for you to have a go – it’s just for fun! (Answers at the bottom of the opposite page).
Best % growth in Europe/ROW Frank Voss Best % growth in North America Micah Swift 2nd best absolute growth (Euros) globally Jean-Francois Ducos Best growth in UK (most covid-challenged market) Lyndsey Jackson-Smith
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What the attendees thought of Ignite:
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Handicare Ignite Quiz 1. Who designed the first ever lift system in 236 BC?
6. What did the company Jan Hamer & Co change its name to in 1997?
2. Which one of our Ignite presenters is this: “I used to be a champion baton twirler.”
7. Which one of our Ignite presenters is this: “I grew up on a farm.”
3. Where are the three founders of Handicare from?
8. Which one of our Ignite presenters is this: “I love riding my Harley-Davidson on sunny days.”
4. Which one of our Ignite presenters is this: “I was once painted head to toe in blue to play the Genie in Aladdin.” 5. Which royal is reported to have had the first ever stairlift installed after a fall from their horse?
Intense, informative, exciting, challenging, contemplative, rewarding, educational, wacky and fun. This is the next page of the Handicare story - thanks again.”
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Thank you for the inspiring past 2 days. It feels great to be part of the Handicare family and share the same values, drive and ambitions.”
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I just wanted to say how impressed I was with the event I took so much away from each segment and has made me look at my partners in a new light. A big thank you to all the presenters and for those who made it happen.”
9. Which one of our Ignite presenters is this: “I once walked on fire.” 10. How many stairlifts did we sell worldwide in the month of April this year?
SOON G N I M CO Global CX and Marketing Conference
Ignite Global Sales Conference v2.0
September 2021
December 2021
Quiz Answers: 1) Archimedes 2) Clare Brophy 3) Norway 4) David Temple 5) Henry VIII 6) Freelift 7) Jeremy Bespalko 8) Didier Arnaud 9) Helen Kitchen 10) 4,586
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A quick tour of what our international colleagues have been up to in the last quarter Germany Partner Oskars 2021!
Italy Partner Programme fully deployed! Team members from Mobility Care, based in Venice, were proud to don their Handicare aprons for a celebratory BBQ to mark their Gold status following the launch of the new Partner Programme in Italy.
In April, a ceremony recognising and rewarding our German partners for their performance over the past 12 months was held virtually (again, due to lockdown restrictions). Country leader Anke van Ameide hosted the event and you can watch the highlights here...
North America Handicare stairlift donation
APAC Awards and more! In Ageing Asia Eldercare Innovation Awards 2020, We received recognition for our 1100 straight stairlift (Best Solution to Support Ageing-in-place – Assistive Product) and our photosurvey system, PS4D (Innovation of the Year - Productivity). Jesper Beeres, Team Leader Photosurvey & Raildesign, and Frank Post, Technical Support Specialist, are pictured with one of the awards!
Distributor 101 Mobility helped Calgary charity Accessibility Renovations, for Kids (ARK) to install renovations including a stairlift we donated, to make it easier for a seven-year-old girl with spina bifida to get around her house. The heart-warming story was picked up by the media and also shared on our social media platforms. If you missed it, read the story here...
Welcome also to our newest Account Manager covering the APAC region, Jason Sun, pictured here with team members Shengli Fen, Technical Support, and Henwell Shanghai, Dealer. Welcome to the family Jason!
France New partnership Country leader Didier Arnaud presented a cheque for €4,000 to Emile Brin, the president of Mon Emile, a non-profit association supporting the elderly by helping them with daily tasks. Mon Emile has a network of volunteers visiting people at home to provide wide-ranging support from collecting prescriptions from the pharmacy to downloading apps for sharing photos and films with loved ones. Handicare’s contribution will help to support Mon Emile’s volunteer community who do a wonderful job (just like we do) making everday life easier.
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Meet the team:
North America
Name: Joe Dewey
Name: Randi Binstock
The NA team is located in two main offices- one in St Louis, MO; the other in Toronto, Canada. The team is very excited to share in the growth of the business. We work closely with dealers in order to provide the very best for our stakeholders.
Name: Jeffrey A. Matthews Job title: Vice President Operations – North America Length of Service with Handicare: 7+ years Name 3 words that describe you? Analytical, Steady, and Humorous Flashback to when you were 10 years old. What do you want to be when you grow up? I wanted to be an FBI or CIA agent. Who do you interact with daily (what departments or other employees)? The nature of my role requires me to interact with most all departments daily. Anything else you would like to share? I am a newlywed. I have 3 lovely daughters from my first marriage, my wife has 2 lovely daughters from her first marriage & I think I may need to get a male dog sometime soon!
Job title: Vice President Project Management & Field Service
Job title: President, Patient Handling North America
Length of Service with Handicare: 14 years
Length of Service with Handicare: 6 weeks
Please describe your role with Handicare. Managing the installation and service operations for our institutional customers in the USA and Canada.
Please describe your role with Handicare. Lead and drive the strategy and execution for the Patient Handling segment of Handicare North America. This includes responsibility and accountability for understanding and meeting the needs and expectations of our customers, associates, end users and investors. Also includes responsibility for shared North American functions which support the growth of the Accessibility segment in North America.
Name: Philip Marmina
Name: Vera Daniel
Name: Jeremy Bespalko
Name: Habib Abbasi
Job title: Senior Vice President, Institutional
Job title: Vice President HR
Job title: Senior Vice President, Home Accessibility
Job title: Director Research and Innovation
Length of Service with Handicare: 7 years
Length of Service with Handicare: 1 year – 3 months.
Length of Service with Handicare: 17 years (including a few with Prism Medical)
Length of Service with Handicare: 12 Years
Flashback to when you were 10 years old. What do you want to be when you grow up? Downhill skier
Name 3 words that describe you? Dedicated, hardworker, problem solver
Please describe your role with Handicare. I lead the Home Accessibility business for North America that includes Stairlifts in Canada and the US and Home Care Patient Handling in the US.
Please describe your role with Handicare. Responsible for Innovation Management, Product Development, Design and Development Project & Process Management, IP portfolio Management and Lifecycle management activities.
What are you happiest doing when you’re not working? Skiing, golfing, trail running and family Do you have any skills or talents most people do not know about you? Landscaping and gardening - oh and I may be able to drink a beer quicker than others
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What are you happiest doing when you’re not working? I enjoy reading, listening to jazz, travelling to the Caribbean Do you have any skills or talents most people do not know about you? I am an event planner; I was once an extra in a movie and I have a knack for intuitively showing up when people are in crisis and they need someone to talk to
What are your pet peeves? Talking during movies, nail biting, when people do not say goodbye on phone calls in movies, turning without using a directional. Do you have any skills or talents most people do not know about you? Playing guitar and writing music. I am actually in a metal band with buddies from college.
Name 3 words that describe you? Competitive, determined and Loyal Who do you interact with daily (what departments or other employees)? There are very few that “escape” interacting with me regularly from the Team here in North America to our Commercial and Operational colleagues in HHW and KWF – what a fabulous group of individuals!
Name 3 words that describe you? Passionate, humble and curious Do you have any skills or talents most people do not know about you? I am an expert “doll house” designer and builder, but I only do this for three special customers, my daughters…
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CONGRATULATIONS TO ALL OUR ASSOCIATES CELEBRATING A...
LONG SERVICE AWARD!
Karen Whitehouse Group Accounting 10 years in August
Jonathon Cartwright Warehouse 30 years in July
Nicholas Luckett R&D 20 years in June
Craig Brown Field Service Scotland 15 years in June
Lucy Leadbeatter Trade Partner Services 5 years in August
John Cope Group Accounting 5 years in July
Richard Whitehouse Operations 5 years in July
A very warm welcome to baby Amiya Kaur Nahal, born on 12 April. Congratulations on the safe arrival to to Nirjit Nahal, Quality Engineer, and her partner!
Emma Collins, Financial Accountant for our Shared Service Team in Kingswinford, gave birth on 6th July 2021 at 00.17am to the beautiful Arlia. She weighed 8lb 2oz and both mother and baby are doing well.
to Harley Woolf and his bride Hayley whose special day was celebrated in May.
The next issue of Together Magazine will be published in October. If you’d like to send us a story idea or photo please send an email to sarah.ferguson@handicare.com before 3rd September 2021.