Truco Values Every company, big or small, has core values. Core values are the basis upon which the members of a company make decisions, plan strategies, and interact with each other and their stakeholders. Core values reflect what is important to the company and its members. Over and above this, being a company that operates according to solid values and develops a strong culture accordingly, is now being seen as a key differentiator between companies. In Truco we have these values but we haven't spent time defining them and as such, they haven't been actively and deliberately used to inform our decision making and the way we do business. Defining these values is about setting our sights on OUR North Star. These values define what type of organisation we are wanting to become and who we want to be part of that journey! In being part of the Truco family you are buying into these values, not just because it is a key requirement of the job, but because it resonates with who you are and who you want to become. Be Worthy of Trust We must continually strive to be worthy of the trust that all our stakeholders, including Employees, Suppliers, Customers and the wider community, place in us. Trust is fundamental to Truco's way of doing business. It is important to focus not just on being trusted, but on being worthy of the trust placed in us. It is something that continually has to be earned and should be reflected across the organisation: 1 Employees/Colleagues: Our employees and colleagues should be able to trust the company, its management and each other to work for the best interests of the collective. This means carrying out our duties to the end at the best of our ability whilst operating within the confines of a strict ethical framework. We must be trusted to do what we say we are going to do. 2 Suppliers: Suppliers are an integral part of Truco and they should be able to trust the company to operate in a manner that honours the agreements with them, including payment terms. They should be able to trust Truco to operate in an ethically honest manner with the supplier's employees and both parties ensure that no unethical behaviour is tolerated between them. 3 Customers: Customers should be able to trust the company in the following ways: a Ethics - the way the company operates should always be consistent with what is generally accepted as ethical good practice. b Quality - the customer must be able to trust the quality of the products which are delivered to the customer. They should be as per the customers requirements and consistent with order generated. c Pricing - pricing should be consistent with the value delivered to the customer. d Delivery - the customer should be able to, as far as possible, trust the company to deliver in a timeous manner as agreed to on the order: e Saying No - as employees of Truco we need to ensure that we recognise when a customer needs don't fit our service or product offering and not be afraid to point them in a different direction should that be the best solution for them. 4 Community: The company must earn the trust of the community by acting in a way that is socially responsible and contributes positively to the greater good of the communities in which it operates. CUSTOMER DRIVEN We need to be driven by our customers' genuine needs and their 'experience' - both should be central to our actions. We must be a top-of mind, and a top-of -heart choice for them! Customer driven means being totally focussed on our customers' experience. Delivering great quality products, on time shouldn't just be our aim as this is what is expected. Being driven by our customers means going above and beyond doing what is expected. We need to move our customers from a purely transactional relationship to an emotional relationship. We try to understand our customers' needs and their business in order to understand their requirements better and help solve their business challenges. Through this we differentiate ourselves by providing a world class customer experience and in turn look after the future of our company. Actions that define this are as follows: Listen to our customers carefully and understand what they need. Help them to solve their issue and assist them even if it means pointing them to another product/supplier. Make it easy for the customer to do business with us. Do more than just give customer exactly what they want, when they want it. Go the extra mile. Remember the details - both work related and personal. Never enter into an agreement that you intend to break. When you do break an agreement, let the customer know as soon as possible so that they can manage their own processes. We look after our co-workers promises by jumping in to help when a colleague is battling to deliver the service expected from the company. Check back with the customer that they were satisfied and if there is anything else we can help them with The customer experience goes beyond what product or division they are interested in - we are all accountable! Customers move around - one good experience at TRUCO can result in many more customers being referred and vice versa. FAMILY At Truco we are a family. We look after and look out for each other as one should in a family. We recognise that, as a family, we are better and stronger together. Family is an important aspect of who we are at Truco and this is evident at different levels. Truco is a family business and the values of the business are part and parcel of the values carried by the families that have built it. Additionally, Truco recognises that we all have families and those families are generally the most important part of who we are. We understand that our families have to be looked after and therefore advocate a work/life balance that is healthy for all who work at Truco. We also recognise that this also involves providing a safe working environment to enable each employee to go home safely each day. Lastly, when you work at Truco you choose to join a family. It is a family that is not held together by blood but rather held together by a common purpose and value system. It's held together by the way we treat each other and the way we care and value each other. It is held together by the recognition that we are better together and that your success is my success and vice versa. We need to strive to develop a culture where people feel a sense of belonging, where people feel safe to be vulnerable and are open to help each other develop and learn.
