aking it happen M - William Hill Home

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HOME
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HOME SPECIAL
Welcome HOME
Welcome to the launch of HOME – the four key
principles behind the William Hill way of working.
When we started talking about
William Hill being The Home of
Betting in 2010 it quickly caught
on. Because people believe it.
And that’s because it’s true.
Wherever our customers visit
us – in the shops, online, or
through their mobiles – we make
them feel welcome, and we give
them the best betting experience
that they can get anywhere
through our prices, products and
customer service … that’s what
we mean by making them feel at
home with us.
But there was something
about this concept of HOME that
made us look into it further. So
we toured the business to ask
you what you thought about
HOME and the more we talked,
the more it became clear that
each of the letters in HOME
really meant something to you.
Starting with the HOME film
and presentation, we're taking William Hill CEO Ralph Topping.
these HOME principles right
Our home is always open to
through the business. I'm looking
customers and to colleagues
to you to help these find their
who are going to take this great
way into every location, every
company – The Home of Betting
department, every geography –
– forward to a great future.
and everybody.
“Wherever we work we all have a role to
play in making William Hill feel like HOME.”
William Hill people across the world are bringing HOME to life.
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HOME SPECIAL
What HOME means
These HOME principles capture the very best of the William Hill way
of working and those aspects that we need to work hard to deliver
day in, day out.
More than 450 William Hill people in different
locations across the world took part in workshops
to define the William Hill way of working. There
was a lot of consistency across these sessions
and they have helped to shape these core
principles which help us to stand out from the
competition.
They may mean different things to different
people in the business, but they are applicable to
– and can be delivered by – everyone. And
delivering them consistently will lead to more
success for William Hill.
Here are some examples of what the HOME
principles mean to you.
Hungry for success
• Always looking to do better than before, better than the competition.
• Beating targets, being results focused, never settling for
average/second best.
• Taking the best from who we are and where we have come from to
drive the future of betting and gaming.
• Always thinking of new ways of doing things.
Outstanding service
• Putting our customers first, at all times – whoever they are.
• Always looking to exceed their expectations.
• Owning the customer request, the problem.
• Never just doing the job, but always going further.
Making it happen
• Welcoming change and innovation.
• Looking at new ways to do things, new ideas and trying things out.
• Being empowered to make decisions and implement change.
• If you can make a difference, do.
Everyone matters
• Considering everybody, recognising skills, expertise and people’s
contribution.
• Celebrating what people do to support each other, support the
customers and support the business.
• Never taking anyone for granted.
• Understanding that all our customers are vital, through every
channel and every product.
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HOME SPECIAL
This is HOME
in action
Every day William Hill people
across the world work in a way
that differentiates us from the
competition – ensuring customers
come back for more. We picked
out some real examples of
people doing just that.
H
ungry for
success
in Stratford-upon-Avon,
England
Bill Walton may have been
with us for 39 years but he’s
still driven to succeed. He’s
worked all over the Central
region and managed the
Cester LBO near Stratfordupon-Avon for the last 8
years. The shop was resited
to new premises in
November 2010 – and Bill
found the new site. “I’ve
been on the lookout for new
premises for years and the
new site is much bigger and
better.” His perseverance in
trying to find a new site was
rewarded with a £2,000
Retail Development Award.
O
utstanding
service
in Sofia,
Bulgaria
Jivko
Chernev,
German
VIP Casino
Manager,
calls a
German customer to talk
about his account. The
customer jokes that he
doesn’t receive enough
bonuses but adds that it’s
constructive criticism. Jivko
and the customer have a
laugh over the phone and
the customer praises
Jivko's German-speaking
skills and says that he is
very happy to be contacted
by him in the future.
in Caernarfon,
North Wales
Peter Wilde
from the
Poolside LBO
is working
hard to track
down a Sheffield-based
customer who placed but
failed to collect a winning bet
at the Poolside LBO when in
North Wales for the weekend.
Peter says: “We found her
winning slip in the bin but I
remembered the customer
because she said that the
staff in her local William Hill
shop in Sheffield were head
and shoulders above the
competition.”
in Gibraltar
Telephone
Betting VIP
Platinum Agent
Martin Layfield
takes a call from
a customer he
knows who bets on all sports.
On a busy afternoon of
televised sport, he wants to
place an in-play bet on the
London Welsh-Nottingham
rugby union clash. Martin calls
the in-play Traders in Leeds but
William Hill aren’t running a
book on the match. The
customer calls back 10 minutes
later to ask about odds for the
Bolton-Birmingham FA Cup tie,
but Martin is able to tell the
customer that there are now
in-play odds on the London
Welsh game. A delighted
customer places a £500
in-play bet.
UNITED
KINGDOM
BULGARIA
GIBRALTAR
ISRAEL
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HOME SPECIAL
aking it happen
in Leeds, England
Stephen Millar’s Helpdesk team
in Leeds receive urgent calls
from three shops on a Saturday
morning – two in Newcastle, the
other in Liverpool – who were
calling because all their tills had
gone down. There were hard drive issues with
the tills that couldn’t be fixed remotely so the
Leeds team and regional Field Engineers made
things happen fast. They built new hard drives
and delivered them by car to regional Field
Services Engineers Richard O’Connell and John
Burn. The new hard drives were installed, the
tills made live and the shops are back up and
running within just four hours of the calls.
E
in Sunderland,
England
It’s a freezing cold
night at William
Hill’s greyhound
track in the northeast. A party of 40
customers enjoying an
evening’s racing at the track get
a call saying their coach is
going to pick them up at
11.00pm, an hour later than
planned. Sunderland Greyhound
Stadium is scheduled to close
at 10.00pm but Assistant
Operations Manager Joanne
Burn persuades her bar and
operations team to work an
hour later so the customers can
stay in the warmth of the bar.
in Manila, the
Philippines
VIP Casino’s
Andrew Manalo
did something
extra special for
one customer.
The Manila team really look
after top customers, even
sending them Christmas
gifts. When one customer
asked if the present could be
for his son rather than him,
Andrew took over. The
customer was working away
from home and was
struggling to find his son a
particular bike. Andrew
managed to find the bike and
arranged for it to be delivered
on Christmas Eve. A thank
you note from the delighted
customer said that it had
made his son’s Christmas.
veryone matters
in Liverpool, England
Retail’s North Area Operations Manager Steph Leyland
and her team organise a celebratory evening for 180
employees at a Liverpool hotel to reward and recognise
the efforts of the area’s shop teams in 2010. Awards
were given out for outstanding performances, shop
team of the year, five DOM-nominated employees of the year, and a ‘players’ player of
the year’ voted for by the shops.
PHILIPPINES
in Tel Aviv, Israel
Everyone counts in Tel Aviv. Every link in the chain is crucial and there
are no weak links. Senior employees or new starters – everyone
contributes to the company’s amazing numbers - and they know it.
Our way to make it happen is to take new employees and show
them that playing a part in the company’s success is possible even
after only six months.
Affiliate Department Manager David Bilen gave Shai Fridman, new
Account Manager for the Russian market, great guidance from day
one and Shai received personal training from his line manager, Andrey
Stotsky. Shai quickly learned the business.
Shortly afterwards on David’s recommendation Shai attended an important affiliate
convention held in London. He was the only new Account Manager there but was treated
the same as each of the senior managers. David’s decision was the right one – Shai
represented the company passionately and professionally and networked really well. And
Shai received the recognition, appreciation and gratitude he deserved for the amazing job
he had done.
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HOME SPECIAL
Journey HOME
The development of the HOME principles – and the William Hill
HOME film – is the natural succession to the roll-out of The
Home of Betting in 2010.
The exploration of the William Hill way of
working starts. Months are spent
developing ideas around a consistent
approach to work and success, including
work with the executive team on the best
aspects of William Hill and the principles
fundamental for future success.
December
October
September
July
August
HOME
November 2010
The Home of Betting continues with a
series of World Cup ads, offers and
promotions, and a brilliant customer
take-up and bookmaker-friendly
competition makes it William Hill’s best
ever World Cup.
June 2010
May
William Hill launches itself as The
Home of Betting. Our expertise,
service offering, unrivalled choice
and personal focus make us the
natural choice for customers. The
process of turning the famous
William Hill brand into a modern
classic starts with the roll-out of a
new advertising campaign across all
channels. The new campaign kicks
off for the run-in of the football
season and the Grand National.
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April 2011
The development work
culminates with 40
workshops held over just
two weeks with over 450
William Hill people across
most of our locations –
Gibraltar, Sofia, Tel Aviv
and across the UK and
Ireland. These workshops
capture the best of what
William Hill people do
and how they behave as
well as those things we
simply need to do better.
The launch of our HOME principles
across the business. Over two
months everyone at William Hill will
get to find out more about HOME.
You will all have an opportunity to
see the film, talk about what it all
means for you and your teams and
what you need to do to deliver these
principles every day.
January
February 2011
HOME SPECIAL
March 2011
Did you know?
It’s a wrap for the William Hill HOME film after two-and-a-half
weeks filming in our shops and offices in the UK, Gibraltar,
Sofia, Manila and Tel Aviv. The film captures examples of the
principles in action in our everyday lives and shows William Hill
people giving their all for the company. CEO Ralph Topping
also describes what HOME means to him.
The total distance
between William
Hill's London office
and all its worldwide
locations is nearly
12,000 miles.
William
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HOME SPECIAL
What happens next?
HOME isn’t a short-term
promotion, campaign or a
focus for the year. The HOME
principles are designed to
underpin the ways we can all
work together better as one
company to deliver our
customer promise and
succeed in the future.
So from now on you will see
the HOME principles being
embedded in many aspects
of William Hill life.
HOME will touch all
aspects of our life at William
Hill and will be reflected in
our approach to recruitment,
reward and ongoing
development wherever you
are and whatever you do.
In addition there will be
opportunities to bring HOME
to life through day-to-day
stories and reward schemes
that will recognise the best
examples of HOME in action.
We're looking for volunteers to put
the principles into action and develop
local initiatives.
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