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FUELSTREAM Newsletter - Best Practice Newsletter

FUELSTREAM Newsletter Nr 44 - WhatsApp tips, Emergency Response tips and more

Using WhatsApp to engage your customers

Here are a few tips you can use if you're considering a WhatsApp group for your customers:
  • You can create a group and add customers when they ask to join. Post a few messages around the site on laminated notices inviting customers to join.
  • If you don't want to link the group to your or your managers' phones, buy a separate phone and make it the company phone. Load the cell numbers on that phone.
  • Unfortunately you can't moderate comments on the group so there may be some comments that you'd like to avoid. Also, if one customer is unhappy and posts on the group, everyone will see it. That's where "broadcast lists" work best.
  • Broadcast lists allow you to add customers to a list and send comments to the list. But, different to a group, someone on a broadcast list can't see anyone else's comments. It will look like a personal message from you to the customer. The advantage is that you don't need to send 200 individual messages if you have 200 people on your list.
  • But, they must have YOUR number in their address book otherwise they WON'T receive your broadcast list message. Make this clear when they sign up.
  • Keep in mind when posting information on a group or broadcast list that the information has to be relevant for the people on the group. If it's just cat videos or jokes people may leave and you're missing an opportunity to engage with them.
  • On the other hand, don't just post boring facts about your site e.g. promotions. Liven it up with a great photo or a sincere comment. The key differentiator is that you must tell a story that people will want to share.
We've already created a few WhatsApp groups for Dealers. We separate them based on brand which allows everyone to discuss current issues and ask relevant questions.

If you want to be part of the existing group for your network or help us start up a group for your brand you can do the following:

Emergency Response

During the last 12 months we've had a tornado, flooding, civil unrest and a transport strike. Besides this there are frequent reports of ATM bombings, CIT attacks, armed robberies and more. If you think that emergency response is not a priority think again.

Here are a few practical tips you can use to make sure you are as safe as possible and that your team will respond correctly in the event of an emergency:
  • Never bank cash yourself or have access to it. Use an electronic drop safe and a CIT company.
    • Note: If you're employees or customers "think" that you have access it's just as bad as if you really did. Manage the perceptions
  • Make sure your CCTV cameras are working, recording and aimed at the right areas on your site.
    • Note: Whenever you save a clip, make sure to view it after saving to ensure it starts and ends at the correct time in the footage
  • Make sure you have a clear evacuation diagram in every room on site that indicates "you are here" and the right escape route.
    • Note: The easiest way to do this is to print multiple copies of your evacuation diagram, use a highlighter to show "you are here" and another color highlighter to show the evacuation route
  • Update your Emergency Response Plan (ERP) and make sure that the steps are easy to understand.
    • Note: Take a copy of your plan and ask a few of your staff to read it and comment on anything that's not clear.
  • Make sure you run drills once a month.
    • Note: One of the best ways to ensure the effectiveness of a drill is to review it when a similar incident happens somewhere else. When you hear about an armed robbery, flood, bombing, etc use the opportunity to discuss the incident with your staff. Give them a copy of your ERP for that scenario and have them "play out" how they would've handled it.
  • Don't aim for perfect. We know that your site is busy and that your employees have very little time for things such as training and drills. So, don't aim for a full scale drill and evacuation of the site, start small.
    • Note: Have a discussion. Ask a few questions. Distribute copies of procedures for staff to read. Place laminated copies in the attendant kiosk.
  • Make it part of the daily routine.
    • Note: One of the best ways is to make sure that you ask at least 1 ERP or Health & Safety question every time you speak to an employee. If you ask 1 extra question to en employee and you do that only twice per day you would have had 62 interactions. That's an incredible start.

We have to get your feedback!

If you haven't given us your comments about the new Microlearning service, please click below. Thank you to everyone who's responded so far. You are helping to build an amazing new service for the benefit of all Dealers.
CLICK HERE TO HELP US DECIDE
VIDEOS: Safety & Security
Check out the dozens of Safety & Security videos we've posted on our website. Use them to train your staff. Click below to view the videos:
CLICK HERE TO VIEW VIDEOS
Workplace Skills Plans and the impact on your BEE scorecard
  • The Workplace Skills Plan (WSP) / Annual Training Report (ATR) submission deadline is 30 April 2017. If you need help to submit or have questions about your WSP or ATR, contact Cornelia Fechter at 012 804 5066 or email her at cornelia@future-ent.com.
    • Note: Our service fees for 2017 remain unchanged from 2016
  • Should you wish to obtain a BEE certificate on the amended codes, you will need to submit your WSP / ATR documents to the relevant SETA. If not submitted your company cannot be rated on the Skills Development element on your BEE scorecard. Your company will lose points and will discounted by 1 level.
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