issue #18 | Q4 2023
connect keeping you in the loop
Meet our Rising Stars
The Art of Customer Service
H&L at Work
service to customer, family & community
CONTENTS THE ART OF SERVICE ..............................................................................................3
Dear Family
THE ART OF CUSTOMER SERVICE
With the holiday season upon us, I reflect on
"The word 'customer' means buying a commodity or service. A 'client' is someone
The Science of Exceptional Customer Service:
the real value of service and how important it
under the care, protection, and well-being of another."
1. Reputation and Credibility: Exceptional customer service boosts your
is to us both personally and professionally. H&L LOYALTY PROMOTION WINNER ...............................................................3
Jay Abraham
reputation and credibility. It's not just an art; it's a science that consistently
I am reminded that our dedication to our clients is not about servitude but rather about
Mr. Abraham's words shed light on a vital distinction in our approach to s
the remarkable opportunity to be the leaders
ervice. Because of this statement, I always encourage my clients to at least act
in service because our clients deserve it, and
like they are serving clients versus customers. So, when you refer to them as
2. Professional Growth: The science of customer service involves continuous
the success of our family depends on it.
customers but incorporate true world-class service, you will treat them like
improvement, problem-solving, and innovation. These skills drive your
I want to express my heartfelt gratitude for the unwavering commitment and
clients and reap all the benefits mentioned. The Art and Science of Exceptional
professional development, making you a valuable asset in any industry.
hard work that each one of you has consistently shown throughout the year.
Customer Service is the way to create clients for life.
RISING STARS ...........................................................................................................4
PHOTO ALBUMS.......................................................................................................7
PROMOTIONS ..........................................................................................................7
delivers positive results. People have confidence in and rely on those known for their unwavering commitment to providing excellent service.
Your efforts in the unwavering pursuit of excellence is always appreciated,
MUSES & MOTIVATIONS .......................................................................................8
On the cover: Our annual Christmas campaign featuring Shevaughn Steele and Shanice Johnson.
3. Financial Rewards: Outstanding customer service is not only a kind act;
and it makes me even prouder to be of service to you my family.
Imagine delivering top-notch customer service as both an art and a science,
it's financially rewarding. Satisfied customers come back, and their
As we grow from strength to strength, let us remember the profound
reaping personal rewards that extend far beyond the workplace. It's not just
recommendations increase your revenue and earnings.
privilege of service and the positive impact we can create in the lives of our
about the job; it's about how it transforms your life. Let's dive into the real-life
clients and for us as a family.
advantages of mastering this unique skill.
In summary, delivering exceptional customer service is both an art and a
Let us close out this year with a renewed sense of purpose and gratitude.
H&L CONNECT
science that brings personal benefits beyond the workplace. It provides
Your contributions, no matter how big or small, are deeply valued and have
The Art of Exceptional Customer Service:
personal fulfilment, builds trust and relationships, hones your communication
contributed significantly to our collective success.
1. Personal Fulfillment: When you provide outstanding service, you
skills, bolsters your reputation, fuels your professional growth, and leads to
Thank you for your loyalty. Thank you for your hard work. Thank you for
experience personal satisfaction because you know you've positively
financial rewards. Whether you're delivering world-class service or treating
serving our family.
impacted someone's life. It's like creating a piece of art that brings joy
your customers like clients, mastering the art and science of customer service
and meaning to your work.
enriches your life, just as Mr. Abraham suggests.
Welcome to our latest quarterly staff newsletter! Manners & Respect
In these pages, we'll explore the achievements, milestones, and collective
2. Building Trusting Relationships: Exceptional service involves connecting
spirit that define our exceptional team. From ideas on service to personal successes, this newsletter aims to capture our shared journey and highlight
Marcus Richards Managing Director
the remarkable individuals who make a difference in our Family.
Geoffrey Fullerton
with people, forming lasting bonds, and nurturing trust. These relation
CEO, Fullerton Management Group Limited
ships become a valuable network of friends and allies who appreciate
Author of Creating Clients For Life
your dedication and will likely support you in return.
Let's celebrate our accomplishments and the strength of our team as we move forward together.
3. Enhanced Communication Skills: Mastering customer service enhances Don’t forget to tell us what you think!
your communication abilities. You learn to listen attentively, show empathy,
Drop us a line at corporateaffairs@hardwareandlumber.com
and express your thoughts effectively – skills that are useful in all areas
Geoffrey Fullerton is an expert in human capital development, with over 15 years of experience as a sales and communication training specialist. He is a Grant Cardone 10X Business Coach, Speaker, and
of life.
Mentor and has trained over 11,000 managers and staff in seven countries.
MEET OUR COVER STARS Shanise Johnson and Shevaughn Steele, as they express their joy for being selected for the H&L Rapid True Value Christmas Catalogue.
MILLION-DOLLAR TRIUMPH "Fortune Strikes: Ian Crombie's Million-Dollar Triumph with H&L Summa Fix Promotion"
“I was thrilled to be chosen for the Christmas catalogue this year, as it gave me the
Picture this: going about your ordinary routine, when suddenly, fortune smiles upon you, gifting you with a million-dollar
chance to contribute to promoting our brand and engaging with our customers.
windfall! Such was the extraordinary stroke of luck that graced Ian Crombie, emerging as the triumphant victor of the H&L
Seeing their reactions to the familiar products in our store fills me with excitement,
Summa Fix Promotion. Ian, a longstanding patron of the H&L Rapid Ocho Rios store, also happens to be the mastermind
and I can't wait to see how the season will unfold. One of the things I love most
behind the reputable A2Z Construction, renowned for its contributions to several prominent resort developments along
about my job, especially during the holiday season, is getting to interact with our customers.
the north coast.
With Christmas being a time for families to gather, I find it particularly rewarding to assist them,
Ian Crombie's unwavering loyalty to H&L stems from the store's unparalleled ability to cater to his every need. "H&L
especially in the home decor section, helping them find exactly what they need for their celebrations.”
has everything I'm looking for in one place, and the price is much better than other stores I have tried," he com-
Shanise Johnson, Senior Sales Associate, H&L Rapid True Value, Manor Park
mended. "When I stop at H&L, I don't have to go to any other store to get what I need, and that's what makes them stand out from the rest." With a steadfast commitment spanning eight years, including five years as part of the cherished loyalty program, his allegiance speaks volumes about the exceptional quality and service that H&L
“Being on the cover of the Christmas catalogue was an exhilarating experience for me. It was a rare
provides.
opportunity that filled me with happiness and gratitude. The shoot experience surpassed my expectations, and I feel privileged to have been a part of it. To me, "Where Christmas Comes
When the life-changing news of his triumph reached him, Ian Crombie initially greeted it with a measure of
Together" embodies the spirit of giving and caring that makes the holiday season so special. It's
scepticism, a prudent response in the face of such unexpected fortune. Yet, after swiftly confirming the legitimacy
about sharing love and joy with everyone, and H&L Rapid True Value is like a light, spreading good
of the victory, the reality of his newfound wealth set in. "Mr. Crombie's win is a true reflection of our appreciation
vibes and bringing people together.”
for our loyal customers, and it is always a pleasure to see them benefit from our promotions," expressed Heysha Davis,
Shevaughn Steele, Senior Sales Associate at Rapid True Value Lane
Manager of H&L Rapid True Value Ocho Rios. "We are committed to providing our customers with quality products and, of course, excellent customer service."
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RISING STARS Keneisha Bruce, Merchandising Team Leader at H&L, says, "Throughout
transformative initiatives within the company and encourages newcomers
Shannise Thompson, Branch Supervisor at Brown Box, has learned the
challenges. Shannise envisions a leadership approach rooted in transparency
my fifteen years at H&L, persistence and learning have been my driving
to "Embrace every learning opportunity, foster meaningful relationships,
essence of patience and resilience on her journey to this pivotal promotion.
and open communication, and her goal is not just to manage a team
forces." She starts her day with affirmations and exercises to prepare
and consistently strive to deliver your very best work. These efforts, how-
Her morning routine includes prayer, reflection, and meditation to infuse
but to "inspire and empower her colleagues to surpass their
herself mentally and physically, and her colleagues are amazed to discover
ever small, lay the foundation for an impactful career trajectory."
her with groundedness and gratitude that carries her through the day's
expectations, cultivating an atmosphere of innovation and excellence."
Nickalia Davis, Senior Cashier at H&L Agro Brown’s Town, attributes her
lies in the collective effort of a unified team where each member's unique
Jameal Roach, Inventory Clerk at H&L RTV Manor Park, is driven by a thirst
guidance of seasoned professionals within the organisation. Jameal's
professional growth to her unwavering dedication and a steadfast
strengths and contributions are valued and respected. She says, "We're a
for knowledge and a relentless pursuit of self-improvement. He says, "I
diligence and commitment did not go unnoticed and led to his successive
commitment to continuous learning. Nickalia finds solace in prayer and
team, and together, we can achieve extraordinary feats. By fostering a
have always been driven by a thirst for knowledge and a relentless pursuit
promotions within the company. He is fuelled by a genuine passion for his
meditation and is resolute in her pursuit of excellence, constantly seeking
collaborative and supportive environment, we not only ease the burden
of self-improvement." He actively seeks opportunities to expand his skill
work and an unwavering commitment to fostering meaningful connections
opportunities to refine her leadership capabilities and cultivate a spirit of
of individual challenges but also pave the way for collective success."
set and broaden his understanding of the company's operations, eagerly
with each customer he encounters.
her hidden talent for singing. Keneisha aspires to spearhead
collaboration within her team. She believes that the cornerstone of success
immersing himself in the intricacies of inventory management under the
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PROMOTIONS
SNAP THAT! H&L AT WORK
Alecia Walker
Tony-Ann Lewis
New Role:Sales Associate - Paints
New Role: Inventory Clerk
Former Role: Sales Associate
Former Role: Customer Service Centre Agent
Department / Location: H&L Rapid True Value May Pen
Department / Location: H&L Rapid True Value Sovereign
Nicole Wilson-Smith
Shanise Wittingham
New Role: Senior Sales Associate
New Role: Senior Sales Associate
Former Role: Merchandiser/Sales Associate
Former Role: Cashier/Sales Associate
Department / Location: H&L Rapid True Value Mandeville
Department / Location: H&L Rapid True Value Sovereign
Nicola Clarke
Jervia Williams
New Role: Customer Service Centre Agent
New Role: Accounts Payables Officer
Former Role: Sales Associate
Former Role: Sales Associate
Department / Location: eChannels
Department / Location: Finance & Accounts
Nicholet Robinson
Nickalia Davis
New Role: Customer Service Centre Agent
New Role: Accounts Payables Officer
Former Role: Sales Associate
Former Role: Sales Associate
Department / Location: eChannels
Department / Location: Finance & Accounts
1.
Tianna Douglas New Role: Cashier/Sales Associate Former Role: Part-Time Cashier/Sales Associate Department / Location: H&L Agro Mandevillen 2.
3.
4.
1. The Marketing team recognized Tata Farm Store regional winners in the H&L Resellers Rewards program. 2. Marcus Richards, Managing Director (left), demonstrated his commitment to worshipping
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3. H&L Rapid True Value engaged with prospective customers at the 2023 UWI Orientation Day. Shaneil Hay, Marketing Associate (right), distributed gifts to incoming students.
with H&L family members by attending the Voice of Hope Open Bible Church. During his visit, Marcus presented a gift to Pastor Wilton Wedderburn (right). H&L Facilities Manager and church member Shernet Clarke Lunan (centre) is also pictured.
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4. Former Minister of Agriculture, Pearnel Charles Jnr, toured the H&L Agro Pavilion at the 69th Denbigh Agriculture Trade Show. He was welcomed by Olive Downer Walsh, Deputy CEO (third right) and H&L Agro and Syngeta team members.
MUSES AND MOTIVATIONS We had the pleasure of interviewing Anurag Khajuria, a remarkable leader who shared insights into his driving forces. He spoke about his passions, motivations, and the core principles that have steered H&L towards tremendous success. Get ready to be inspired by his incredible journey! Anurag Khajura General Manager, Hardware & Lumber Limited
H&L What is your idea of perfect happiness? All these aspects are very individual, some things which may give pleasure or happiness to you may not be the same for me. For me happiness is having peace of mind, contentment. Which living person do you most admire? There are number of persons I admire for certain traits and qualities. Few of the persons whom I really admire are Elon Musk, India’s Foreign Minister Jai, cricketer Virat Kohli What is your greatest extravagance? I love to explore new places new countries so for me travelling is what I like to do. What is your current state of mind? Mind never remains in the same state of mind it gets impacted by various factors, right now my state of mind is quite upbeat and positive both on personal as well as professional front. Which words or phrases do you most overuse? Make it happen, get it done, we can do it. When and where were you happiest? Lot of occasions are there where I was very happy like admission to my favourite school. My first job in one of the most admired companies at that time in India. The Birth of my daughter was a great blessing for me. Which talent would you most like to have? Everybody has certain talents and traits to varying degree any one talent may not help you to reach your goal. But if I must choose one talent, I would like to be very strong in execution of a plan.
What do you consider your greatest achievement? I think greatest achievement may yet to come, but otherwise there are number of things which I consider as my achievements starting from my college days, launch of various businesses/products in India, middle east, Caribbean. What is your most treasured possession? It’s not any materialistic items, for me my most treasured possession is love and trust of my family and friends which they have in me as person. What is your most marked characteristic? Love new challenges and I think getting things done in time and as expected is my marked characteristic. What do you most value in your friends? I don’t have large number of friends, but ones I have I value their trust, love and care, friends who almost become like family. What was your first job? I started working with JK Synthetics Ltd, at that time it was India’s fourth largest company and belonged to one of the biggest business groups in the country. I worked there for 8/9 years, and it was a period where I learnt a lot and I still use that experience, Who are your favourite writers? There are lot of writers whom I admire some are poets, some are novelist few of my favourite are: Paulo Coelho, Khalid Hosseini, Mirza Ghalib, Javed Akhtar. Who is your hero of fiction? Which historical figure do you most identify with? There are few of them like Mahatma Gandhi, Margaret Thatcher, Maradona. Who are your heroes in real life? Elon Musk, Steve Jobs, Jeff Bezos are my heroes, I admire them for their vision and execution of their visions to make it a reality. What is your motto? I am very grounded person and not big fan of slogans and motto, but if I must choose it will be “Let’s do it.”