DI 25-02-2025

Attendance:

• Sarah Driscoll 

• Thomas Lidgerwood

• Tim Bishop

• Jake Joyce 

• Paul Deakin

• Jack Tandy

Apologies:

• Alex Morris

• Sarah Fraser

• 
  

Meeting Notes

Posters and Stickers for Trucks

- New stickers have arrived and are being placed on trucks.

- Some concerns about quality and placement.

- Discussion on whether additional posters are needed on other doors.

- Considerations for practical placement and effectiveness.

Implementation of Company Values

- The "Humans with Values" initiative has been implemented in newsletters, screens, and training.

- Further integration into the induction process is planned.

- Ensuring consistency across all company materials and communications.

Customer Behavior and Rebooking Policies

- Case discussion of a customer who exhibited racist behavior towards movers.

- Debate over whether such customers should be rebooked.

- Differing viewpoints on customer education vs. strict blacklisting.

- Concerns about the effectiveness of verbal guarantees from customers.

- Risk assessment considerations for sending staff back to problematic customers.

- Similar concerns over a customer who exhibited sexist behavior towards movers.

- Need for a structured policy on handling discriminatory customers.

Risk Management and Mitigation

- The importance of balancing risk with operational feasibility.

- How risk matrices can be applied to customer interactions.

- Examples from past experiences to guide policy development.

- Recognizing mental health and workplace safety as critical concerns.

Development of a Formal Policy

- Agreement that a clear framework is needed for handling discriminatory customers.

- Need for consistency in decision-making.

- Consideration of external consultation for policy development.

Next Steps

- Formalizing risk assessment guidelines for customer rebooking.

- Drafting a structured policy on customer behavior.

- Reviewing past incidents for consistency in handling.

- Continuing the discussion in the next meeting to refine policy details.

Action Items:

- Draft risk matrix for customer behavior and rebooking

- Incorporate updated values framework into induction materials.

- Assess the feasibility of adding additional posters to truck doors.