Hurdleys Playbook + Induction - version 6 (KH).pptx

Created March 2017

The Hurdleys’ Team Playbook

A guide to all things Hurdleys.

What’s THE LOWDOWN
covered in At a glance | Milestones + history | Our products - a snapshot
here...
YOUR TEAM + PEOPLE
RESOURCES FOR YOU (PLS PRINT) Our values + culture | Our team | Our suppliers | Our clients
➔ Your first week
➔ Your first month LIFE AT HURDLEYS
➔ Your trial period ➔ Settling in (IT, emails, day-to-day, printing)
➔ A quick reference cheat sheet for ➔ Work life | Hurdleys workstyle (office hours, lunch breaks, phone

you system etc)
➔ How to work with your manager
➔ Health + safety (H+S, lifting desks, etc)
➔ Office life
➔ How to the most out of your Hurdleys experience (phrases we like)

ROCKING SALES + SERVICE
➔ Our sales philosophy
➔ Answering the phones
➔ Serving in the showroom
➔ Handling online enquiries
➔ Email etiquette

GETTING TO KNOW OUR SYSTEMS
➔ Website enquiries/sales
➔ Quoting process
➔ In-showroom sales
➔ Using the EftPos machine

We’ve been operating as Hurdleys: the
Hurdleys since 2010 - but lowdown
our legacy and experience
stretches back 40 years
and that experience is
behind our culture and
success.

Take a look..

First, a word Hi and welcome to Hurdleys.
from Chris
I’m glad you’ve joined the team. Before we go any further, there are some
things I’d like you know…

1. We work really really hard here. While we don’t expect you to put in the same crazy hours we do, we
don’t gel so well with clock-watchers.We love working with people who get stuck in and want great
results.

2. We have fun, we banter, and we occasionally eat sausage rolls. Sometimes we grab a Mr Whippy
when the truck rolls past on a Friday afternoon. But we also work hard.

3. We are a family. This means sometimes we discuss things in a “determined” way (also known as
debating, arguing…!) It’s part and parcel of being a small team and a close family.

We like to see initiative, great thinking, a strong work ethic, and above all, a team spirit. We all
independently work hard, but we celebrate success and discuss ideas, challenges and jobs together.

It’s REALLY really important to follow up on your sales leads AND overdue invoices. Please
don’t let either of those things slip, it’s my big focus. Great responsive relationships with great
customers makes our business, and cash-flow keeps us in business.

Communication is key. Please don’t let customers hear crickets - be as responsive as possible and
keep it simple, professional and conversational.

Your career with us is in your hands, not ours. As a small team we each have a lot on our plate, as
you will too. We’ll do our best to be proactive, but if you’re worried, stressed, having difficulty with a
client, have a success, a great idea, a solution to a problem, or the ability to take on any extra work -
we believe it’s on you to speak up. To make it easier, make sure you book weekly 1-1 meetings with
your manager, and share your wins, worries, challenges and priorities.

I wish you great successes and look forward to working with you and seeing you shine.

Chris .

OUR CLIENTS WEBSITE VISITS OTHER
GROWTH
This section to be discussed

Hurdleys HQ

BY CHRIS + DI HURDLEY

COMPANY
BREAKDOWN

XX% website (WE’RE WORKING ON IT!)
sales
‘We know office
XX% furniture’
showroom
sales

X% TBC

NEED PHOTOS

The Hurdleys story

1971 1996 March 200? 200?
2010
Hurdleys moves to the
Chris and his father buy a Hollands is sold to the Chris sees a gap in the market Adam joins the corner of Alma +
small commercial business Whitcoulls Group and for a fresh approach to office business. Clayton Streets in
called Hollands - specialising becomes Office Max. furniture. So, Chris and Di Newmarket.
in stationery and office Chris and Di set-up, build decide to open a showroom in
furniture. It quickly grew and sell storage company Newmarket and launch
from 6 to 80 staff. Storage Unlimited. It’s Hurdleys. They set up shop in
sold to Storage King in Gillies Avenue.
20XX.

Who are we?

(These are our products, but they’re not our business.)

Our business (and passion) is helping
hard-working Kiwis do great work.

That means:
sitting right and working well
with well-designed, high-quality office furniture,
that fits Kiwi needs, style, and budget.
And Kiwi-made, wherever possible.

So, our business is about…

★ Asking the right questions so we can recommend the right products
and solutions.

★ Delivering hassle-free, fast, fabulous service -- from a family team.
★ Honesty and transparency - if we can’t help them or have delays we

say so.
★ Building awesome ‘human’ relationships with our customers and

suppliers.

Standing out and being top-of-mind - because of these things.

and, of course, great products...

★ Stunning office fitouts - that help companies create
high-performing teams.

★ Gorgeous reception desks - that deliver a great first impression.

★ Strong desk chairs - which help people do their best work (and
minimise niggly back pains), and...

★ Custom, Kiwi-made desks and workstations - with flexibility,
privacy and good looks.

We are… Our goal is… We’re unique
because we…
… a family-owned commercial …to take the hassle out of buying
furniture company serving commercial office furniture – ▪ Deliver end-to-end great service.
businesses across NZ. through awesome service and ▪ Are family-owned and operated
exceptional products. ▪ Make the customer experience

easy.

Add, Adam Hurdley @HurdleysNZ
bookmark Chris Hurdley Hurdleys Office Furniture
or follow! Hurdleys

TBC

TBC

FEEDBACK

“I love the Hurdleys team
they’re the best.”

Every business needs a plan Our goals, plans
- and we’re no different. & priorities

This section tells you where
we’re strong, where we’re
improving, and what we’re
working towards.

You’re a big part of this, so
ask us any questions!

What we ➔ We’re genuinely good people.
do best ➔ We send through quotes quickly.
➔ We can offer short lead times (compared to our competitors),

thanks to solid supplier relationships.

➔ We have serious industry experience (40 years), and we really

know our products.

➔ We only stock the best.
➔ We make it easy for our customers to choose.
➔ We choose to work with reliable and honest colleagues, suppliers

and contractors (totally on board with the Hurdleys way)

We get lots of referrals and return
business, so we know we’re doing
something right.

Where we ➔ Prospecting: we could be more proactive
need to
improve ➔ Our website could:

◆ represent our services better,

◆ offer a simple storefront, and

◆ offer more purchasing options for customers (eg. click and

collect, bulk order discounts).

➔ Our systems: ...

➔ Our products: we could offer more soft and casual office

furniture.
➔ Our social media presence could be stronger and more polished.
➔ We should be communicating more frequently with our mailing

list.

Grow brand recognition and position our offering Our
within key target segments. roadmap
to growth
Grow our customer base.

Grow the average value of our current
customers.

Develop a programme to
nurture and recognize
referrals.

Our ultimate To build a strong family
goal… business in commercial
furniture, that takes our
extensive industry experience
as well as modern business
practices, allowing Hurdleys to
scale profitably while
remaining operationally lean.

Here’s a little bit about the Our people &
people behind the Hurdleys the way we
name, and those people work
who aren’t in the
showroom with us each
day, but are still part of our
business.

We’re a small team but we
pack a punch.

Our in-house team

Chris Hurdley Adam Hurdley Di Hurdley Aapi

CEO + Founder Head of Marketing & BD. Accounts Chief Warehouse + Assembly
Chief Sales Guru To come to come To come to come To come to come

★ Sales ASK ME if you have questions about:
★ Customer service
★ Chasing debtors ★ NetSuite ★ Payroll & timesheets ★ NetSuite
★ Deal-making & ★ Marketing & social media ★ Office stationery ★ Marketing
★ Aapi’s schedule ★ EFTPOS machine ★ Aapi’s schedule
negotiation ★ TO COME ★ XX

The way we Working hours
work...
Your hours are 8.30am to 5pm, 5 days a week, with a half hour break
for lunch. Often we eat a sandwich at our desk or do a group trek for
takeway sushi. And we make coffee for each other throughout the
day.

Kickoff & timing

Adam usually comes in XX, Chris can come in super early, or around
9. Di’s hours depend on her workload.

Chris is a major fan of punctuality, and almost conversely, he’s not a
fan of clockwatchers. Ideally, don’t be that person who starts to log
off at 4.57pm each day so you can bolt out the door at 5pm sharp.

Weekend work:

Sometimes when we have a big sale or stocktake, or are pitching for a
big job, we come in on the weekend. Sometimes we work at a client
site when we’re doing a big install. You are not required to do this…

Sometimes we’ll leave early for client meetings or other
commitments, and we’ll ask you to stay on til 5 and close up.

The Hurdleys way

Warm + Quick + Honest + Straight- Curious +
friendly Efficient direct forward helpful

These are our values.

Put simply, these are qualities that we value in each other, in ourselves, and that our
customers value in us.

We strive to step up and be all of these things every day.

To come to come Our customers
& the market

Our market We define our competition and market by
position tiers: low, mid and top.
and We sit in the mid-tier, primarily servicing
competitors the SME market, however there is some
crossover between the tiers:

➔ the same, or similar, products can be sold by a
retailer in any tier, and

➔ the bottom tier is not necessarily the cheapest.

Often the difference is in support
and service.

Top tier Mid tier Bottom tier

Vidak Hurdleys Warehouse Stationery
Kada Systems Smart Office
Zenith McGreals Direct Office
Aspect Interiors Office Max
Office Furniture
Warehouse

Companies in Companies in Companies in
this tier... this tier... this tier...

➔ Support large-scale office fitouts. ➔ Often have both a retail & an online presence. ➔ Often online only.
➔ Provide design & consult services. ➔ Provide quality products at competitive prices. ➔ Low cost operators.
➔ Often work by tender, with ongoing supply ➔ All compete in the SME space (similar ➔ Primarily deal in cheap, imported

agreements. customers). stock.
➔ Downside: have longer lead times, so it ➔ McGreals and Systems both offer in-house

may take weeks to replace one item of design services – we don’t, but can contract the
furniture. service in.

Some of our clients... Client
Client
Client

Client Client Client

So now you know we sit in the mid-tier of the market, focusing on SME customers.
We sell to individual buyers right through to larger offices of up to 100 seats.
The actual people we deal with vary :
▪ Some are direct purchasers.
▪ Others are key influencers.

Here’s a closer look at those people, and how to
understand & manage those relationships…>>>

Here’s a rough breakdown (who we sell to)

Purchasing & Procurement Facilities managers PAs | EAs | Admin + Office Influencers
Managers

67% 37% 42% 82%

Manage day-to-day matters across a building or office; often tasked with Generally the contact point for smaller Do not directly make purchasing
managing office fitouts, esp. with office moves.
customers. decisions, but can be key influencers.
Often looking for a managed provider: not only good service upfront, but a reliable
ongoing relationship. Price, service and quality of product are key considerations. Can be very price-focused. ➔ Commercial leasing companies:

Often work across an organisation, so Not only negotiate initial deal, but will be Often have limited information on what’s ➔ Bayleys, Barfoot, James
office supplies/furniture is a very small the ongoing contact required & don’t have authority to make ➔ Kirkpatrick, JLL, Goodman
part of their job. decisions. Building management companies
➔ Commercial interiors and fit-out
May work on the beginning of the Require less ongoing relationship ➔ consultancies.
relationship but can then hand over to an management, but can be time-consuming Physios / chiropractors
office manager. initially. Workplace health assessment

companies.

Where our income comes from

13% 10%

Standing desks Corporate fitouts

22% 55%

Repeat corporate business Online sales

We have a lot of products. Our
There’s a lot to learn. products

But don’t worry - keep this
book handy, we’ll train
you...

WTOe hCavOeMa Elot of products. There’s Our prodtuocstsel+l how
a lot to learn. But don’t worry - them
keep this book handy, we’ll train
you...

➔ To come

Our ➔ Check out the manual
products ➔ Please help to keep it updated

TIP N 3

SPEND TIME GETTING TO
KNOW OUR PRODUCTS.

We’re a small business and The way we do
systems are not always our things
focus. BUT... the way we around ‘ere...
sell, the way we follow
through with customers, ➔ Our quoting process
even the way we answer ➔ Handling website enquiries
the phone - these Showroom sales:
processes are key to the ➔ Desks
Hurdleys experience, and ➔ Chairs
to us working as a team all ➔ Using the EFTPOS machine
delivering the same
standards.

Using the
EFTPOS
machine

The Online enquiries process This page is for the high-level basic steps
that are required for dealing with an online
Intro to come intro to come intro to come intro to come. enquiry, eg
Receive enquiry > respond > respond again
etc etc.
This could also be done as a flowchart.
Is not meant to address every issue, is
really just to cover off the basic steps.

DISCUSS DRAW DESIGN DELIVER DONE

STEP 1 STEP 3 STEP 5

This is a sample text. Insert your This is a sample text. Insert your This is a sample text. Insert your
desired text here. This is a sample desired text here. This is a sample desired text here. This is a sample
text. This is a sample text. text. This is a sample text. text. This is a sample text.

STEP 2 STEP 4

This is a sample text. Insert your This is a sample text. Insert your
desired text here. This is a sample desired text here. This is a sample
text. This is a sample text. text. This is a sample text.

The showroom sales process As per previous page - is the basic steps
that you follow every day (without thinking
Intro to come intro to come intro to come intro to come. about it).

Will seem super obvious to you - but that’s
because you do it every day. This is about
setting the standard.

DISCUSS DRAW DESIGN DELIVER DONE

STEP 1 STEP 3 STEP 5

This is a sample text. Insert your This is a sample text. Insert your This is a sample text. Insert your
desired text here. This is a sample desired text here. This is a sample desired text here. This is a sample
text. This is a sample text. text. This is a sample text. text. This is a sample text.

STEP 2 STEP 4

This is a sample text. Insert your This is a sample text. Insert your
desired text here. This is a sample desired text here. This is a sample
text. This is a sample text. text. This is a sample text.

Email enquiries As per previous page - is the basic steps
that you follow every day (without thinking
Intro to come intro to come intro to come intro to come. about it).

Will seem super obvious to you - but that’s
because you do it every day. This is about
setting the standard.

DISCUSS DRAW DESIGN DELIVER DONE

STEP 1 STEP 3 STEP 5

This is a sample text. Insert your This is a sample text. Insert your This is a sample text. Insert your
desired text here. This is a sample desired text here. This is a sample desired text here. This is a sample
text. This is a sample text. text. This is a sample text. text. This is a sample text.

STEP 2 STEP 4

This is a sample text. Insert your This is a sample text. Insert your
desired text here. This is a sample desired text here. This is a sample
text. This is a sample text. text. This is a sample text.

TIP N 15

Keep your desk clean
and organised.

(customers often stand there during a sale).

We get it. Okay let’s get
you settled
There’s a lot to wrap your in...
head around when you
start a new job. ➔ 1. Getting set up
➔ 2. General office know-how
This is a little bit of all the ➔ 3. Client-related stuff
important stuff that you ➔ 2. Health & safety
need to know about and be ➔ 3. In an emergency
comfortable with, asap ➔ 4. Hurdleys workstyle
after you start. ➔ 5. Your manager / your responsibilities
➔ 6. Phrases we like………..XX

Email set-up System access
➔ Our central file directory is XXXX
➔ We store all images XXX
➔ We store all documents XXX
➔ If you need help with this, speak to...XX

Set-up your email signature
Your email signature should follow the pattern of the rest of the team.
Here’s how…XX
From time to time we add extra links or notes into our email signature.

Accessing your emails remotely
To come to come to come
Iphone …

IT help
➔ If you have an IT issues, speak to Adam or Di.
➔ If they can’t help you, we can contact our technical support for you -

there is a callout charge for this, so please check with us first.

Some security bits n bobs.

Although Hurdleys holds virus protection software, it is a strict rule that no software be loaded or downloaded until it’s
been checked for viruses. It goes without saying (but we’ll still say it): copying any of Hurdleys’ software or information
onto an external computer is strictly prohibited.

Please keep your login details and password safe and confidential at all times.

Breach of any of the above are taken very seriously.

Please keep clear and organised notes and files - this is a small team and we pride ourselves on being fast and
responsive - so if you’re away sick or on leave/holiday, please make sure your manager (at least) has access to
information they may need, and a suitable handover is completed.

On leaving Hurdleys’ employment, and at any other time at management request, employees are required to hand in all
company information and and data held in compute-usable format.

Email and internet use at Hurdleys
➔ We use Microsoft XXX (operating system)
➔ Internet and email for personal use should be kept to a minimum. XXX

TIP N 1

TAKE LOTS OF

NOTES.

(during training, in meetings, and as you observe Chris and Adam
selling and dealing with customers.)

Now for some general office know-how

Phones Printing & photocopying Stationery & post

The basics Printing: Ordering stationery
● For an outside line: Dial XXX ➔ To print from your computer you need to ➔ Di will get you set-up with stationery in your
● To transfer a call internally: XX
● To put someone on hold: install printer drivers for the following first week.
printers: XX ➔ If there’s something specific you need, or if
Your voicemail: ➔ Please print in black and white unless
● To set up: otherwise required you need a replacement please let Di know
● Style + tone: ➔ Please try to print double-sided as much and she will place an order (through Office
as possible. Max) if she doesn’t have it in stock.
Mobile phone usage & expenses: ➔ Please limit your printing.
● You are required to pay for personal calls ➔ TO CANCEL A PRINT JOB: Business cards
and text messages. ➔ Di will order business cards for you in your
●: Photocopying:
first few weeks.
Recycling ➔ Please keep them with you at all times….

Post
➔ Our post goes to a PO Box in Newmarket,

Di collects it every week or so and will
distribute it.
➔ If you have anything that needs posting or a
courier, please liaise with Di.
➔

The coffee bar & Parking Customer visits &
kitchen travel
Hurdleys’ carparks:
The coffee bar (showroom) ➔ There are three Hurdleys carparks - they are ➔ Our travel policy
➔ The coffee bar is part of the showroom. ➔ Use of Uber
for Chris/Adam and for customers. ➔ Carparking
There is a Nespresso coffee machine and ➔ If a customer is coming into Hurdleys, ➔ Claiming parking expenses
filter water there. (Di will teach you how to ➔ Parking or speeding fines while on office
use the machine if you don’t already know.) please given them clear and specific
➔ We take turns making coffee for each other instructions so they can find the carpark time:
(Adam doesn’t drink coffee, Di has brown easily, ie:
and Chris has purple.)
➔ Everyone is responsible for cleaning their ◆ Drive up Clayton Street
own cup and keeping the coffee bar area ◆ The carpark is on the left, just after
tidy at all times.
Collected, and opp. our loading doc.
The kitchen (upstairs) (Don’t turn right into Alma Street)
➔ The kitchen is upstairs, at the back of the ◆ Hurdleys parks have a small black
Hurdleys sign.
second showroom. ◆ The Showroom entrance is across
➔ There is a fridge and microwave. the road and around the corner.

Cleaner + rubbish Public parking:
➔ Our cleaner XXX comes in every Thursday There are several parking centres around
Newmarket ...
night.
MORE TO COME

Opening the Opening up [at the start of the day]
showroom
➔ Turn OFF the alarm: If you’re the first to arrive , the alarm
1947 will sound - press the code into the keypad and the alarm
will stop.

➔ Do this
➔ then this
➔ Turn on the radio
➔ Check the EFTPOS machine
➔ Turn on the heatpump: XX in winter, XX in summer

At the end of the day... Closing up

➔ Do this
➔ then this
➔ then this
➔ Turn ON the alarm: Enter code then press XX. The alarm

will be beeping - you have 20 seconds to walk out the door.

In an If we are required to evacuate the building:
emergency …
…
...

First Aid kit
…
…
...

Our sales process and Rocking sales
awesome service is what & service
we believe puts us ahead of
the pack. ➔ 1. Getting set up
➔ 2. General office know-how
We take great service ➔ 3. Client-related stuff
really seriously and ➔ 2. Health & safety
personally. No exceptions. ➔ 3. In an emergency
➔ 4. Hurdleys workstyle
And we’re told it’s why our ➔ 5. Your manager / your responsibilities
customers return to us ➔ 6. Phrases we like………..XX
time and again.

TIP N 7

Master Netsuite

AS QUICKLY AS POSSIBLE.