The Way We Do Things
Around Here
This is not a manual; this is a guide.
This is not full of policies and procedures.
This is full of helpful things that explain who we really are.
Table of Contents
A MESSAGE FROM MIKE SCHNEIDER
5
OUR HISTORY 6
• Where we’ve come from 7
OUR BUSINESS 8
• Our network 9
• Our look and feel 11
OUR TEAM AND CULTURE 14
• Our Vision 15
• Our Purpose 17
• Our Leadership Model and Guiding Principles 18
• Our approach to safety 19
• Recruiting the best team 20
• How we treat each other 21
• Reward and recognition 22
• Bringing out the best in our team 25
• Rostering 26
• Communication 27
• Having fun 30
• Beating extreme weather 31
• Our community: we live here too 31
OUR CUSTOMER EXPERIENCE 34
• 5 keys to best customer experience 35
• Welcoming our customers 35
• Looking after our customers 36
• Cafés 36
• Playgrounds
37
• Best Experience through stock accuracy and loss prevention
37
• Deliveries and getting it home 38
• In-home services 38
• Expert advice 39
• DIY workshops for the whole family 39
• Widest range 40
• Hire Shop 40
• Key cutting 41
THE WAY WE DO THINGS AROUND HERE
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July 2021
3
Table of Contents (cont.)
• Bunnings Trade/Commercial 41
• Our supplier reps 42
• Technology 42
• Being in-stock 42
• Easy to pay 43
• Our Lowest Prices policy 44
• Check our prices board 44
• Perfect Plant Promise 45
• Customer feedback 45
OUR DOCUMENT 46
• TWWDTAH belongs to all of us 47
• The Ballad of Bunnings
48
THE WAY WE DO THINGS AROUND HERE
•
July 2021
4
A Message From Mike Schneider
Hi team,
Welcome to your 2021, refreshed version of our time-honoured resource: The Way We Do
Things Around Here, or as some of you may know it TWWDTAH.
While the look and feel of this document may have changed slightly, its spirit remains the
same; it explains, for new-starters and long-timers alike, exactly what makes us who we are
at Bunnings. I would go so far as to say that this is THE most important document in our
business.
Don’t think of this document as a manual. It’s not one. It doesn’t contain policies or procedures.
It’s not instructional. Then why is it so invaluable? Because it’s your guidebook. Just like one
you would take with you on your travels to a new city or country. Guidebooks exist to help you
make the most of your experience. So that you can really immerse yourself in all that the place
has to offer. So that you can understand the culture of the place, the things you really need to
see, some of the history and geography, what the ‘locals’ like to do and how they behave!
The Way We Do Things Around Here has proven over many years to be a valuable
resource because it shares insights into the big, and little, things that go into building the best
here at Bunnings; and because it helps our team members make the most of their experience
here.
Most importantly, this document is based on our shared values and beliefs. It’s a resource to
help us all in a multitude of ways – to inspire, educate, improve, compare with, benchmark
against and use as a guide for the growth and development of our teams.
This document is located on the intranet. We recommend that all leaders print copies for their
teams to read and share. It has been designed to be easy to read and navigate. You don’t
have to read it all at once; you can dip in and out as you need to.
What’s in this document is not owned by me or the Bunnings Leadership Group. It started in
stores around 20 years ago, with the purpose of sharing the useful ‘stuff’ that works for us
across the business. Since then, it has grown organically with contributions from right across
the business and is a useful guidebook for all of us, whether we work in-store or in a Support
Centre. It is constantly evolving because it is a living, breathing document. That’s the beauty of
it. The content does not belong to any one person or group. It belongs to all of us.
If you have any contributions you would like to suggest, please see the very last section of this
document for how you can submit them.
We hope that The Way We Do Things Around Here helps you to get the best out of
your experience at Bunnings.
All the best
Mike
THE WAY WE DO THINGS AROUND HERE
•
July 2021
5
Our History
Our History
Where we’ve come from
The Bunnings story started in 1886, when Arthur and Robert Bunning arrived in Western Australia
and soon after purchased their first sawmill. Bunnings Bros was incorporated in 1907. Over the next
century, the product range increased to include home improvement products while expanding across
Australia and New Zealand.
Our first Warehouse opened in Sunshine in Melbourne, Australia in 1994. From there, we’ve grown
to be the leading retailer of home improvement and outdoor living products in Australia and New
Zealand and a major supplier to project builders, commercial tradespeople and the housing industry.
Today, we employ more than 54,000 team members and operate out of more than 370 trading
locations, so you’re part of a big family.
1886, our business began as a sawmill and was
founded by brothers, Arthur and Robert Bunning.
1994, we open our first Bunnings Warehouse in
Melbourne.
Opening Sunshine team photo taken a few days
prior to opening.
One of our first press advertisements for our new
Sunshine Warehouse.
THE WAY WE DO THINGS AROUND HERE
•
July 2021
7
Our Business
Our network
Our network spans Australia and New Zealand. We have a presence in the outback, coastal and
regional areas and in major cities. Climates vary greatly across these eight million square kilometres.
Which means we need to ensure that our offer reflects the region and communities in which we
operate.
Our network is made up of a combination of our:
•
Stores (Warehouses and small format stores)
•
Trade Centres
•
Distribution Centres
•
Frame & Truss sites
•
Support Centres.
We have more than 330 stores in Australia and more than 40 in New Zealand. We have five
Distribution Centres supplying stock to our stores. Behind the scenes, there are around 2,500 team
members working in our Support Centres, located across several offices in Australia and New
Zealand.
Our Stores
We sell the widest range of home improvement and outdoor living products at the lowest prices to our
customers. We operate more than 370 stores across Australia and New Zealand. A huge part of what
makes us Bunnings is our warehouse look and feel and the energy in our stores; what we refer to as
our ‘vibe’. Our stores bring all this to life for our customers every single day (you can read more about
that in ‘Our look and feel’ on the following pages).
Trade Centres (TCs)
Trade Centres, or TCs as we call them, provide a delivery and pick up solution for key building lines,
offering our commercial customers a service, delivering bulk quantities of stock, in-full and on-time
(DIFOT) to work sites.
Our target customer is the builder (new housing, major renovations and construction projects, those
who build five to 500 houses a year or who undertake large construction projects). We partner
with our commercial customers, helping them manage their projects. We provide a ‘whole of build’
solution.
We stock a select number of core builders’ lines, that allows our customers to build from the slab up.
Everything from house lots of timber, insulation and cladding, to windows, doors and appliances.
Anything that’s needed to build, renovate, or maintain, whether it be stocked lines or special ordered
products; we can supply it.
The TC network takes the pick/pack and delivery of these bulk products out of our store environment.
TCs are set up to do this safely and efficiently, allowing our stores to concentrate on giving the best
customer experience and focusing on the smaller ‘white van’ trades.
Distribution Centres (DCs)
From our Distribution Centres, or DCs, we deliver stock in-full and on-time to our sites. Our DCs help
our stores keep their stock levels healthy, which results in happier customers and increased sales. Best
service for our DCs means ensuring our network can deliver on their in-stock position.
Our structure and processes are designed to achieve an effective and efficient flow of stock. We
remain committed to having the lowest costs and demonstrate this by continually innovating in how we
manage our space and our time. The efficiencies and cost savings we gain through the way we work
get passed on to our retail and trade customers
THE WAY WE DO THINGS AROUND HERE
•
July 2021
9
Our network (cont.)
Frame & Truss (F&T)
Our F&T sites are manufacturing facilities that specialise in the design, prefabrication and supply of
timber wall frames, floor trusses and roof trusses; all critical components of the construction process.
Being able to produce and deliver F&T products enables us to access the builder’s plan early in the
build cycle so we can propose solutions for the wider build and be well positioned as a credible and
reliable supplier to our commercial customers.
Support Centres
Our Support Centres are made up of team members who help bring our offer to life. Who do
exactly as the name suggests and support our teams across a number of functional areas like HR, IT,
Marketing, Finance and Merchandising.
While our Support Centre teams may not work in our iconic green Warehouses, the aim is for them
to spend as much time there as they can. One of the ways we do this is with an initiative called
Hammertime, which ensures our Support Centre team members spend valuable time in-store, because
it’s so important for everyone to understand how things are done there and who our customers are.
In fact, many people who work in our Support Centres started with the business in our stores, which
gives everyone a great understanding of how things work.
Online
Our online environment reflects our stores by providing a friendly and helpful interactive experience.
It offers our Widest Range at the Lowest Prices to our customers outside of our store environment. Our
website of course remains true to the Bunnings brand. While it is by its very nature different to
a physical store environment, we need to ensure we offer our customers a seamless, Best Experience.
THE WAY WE DO THINGS AROUND HERE
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July 2021
10
Our look and feel
A major part of what makes us Bunnings is our warehouse look and feel.
This doesn’t happen by chance. We have a whole team that works on the design of our stores; but a
great store isn’t defined by design alone. Our leaders select the very best people to join the Bunnings
team. And it’s the focus and dedication of our team, in every corner of our business, that helps
project an image to our customers that reflects our three pillars: Lowest Prices, Widest Range and Best
Experience.
Our Stores
As you walk through our stores, this warehouse look and feel is front and centre, with wider aisles,
concrete floors, high ceilings and red racking. This no frills, warehouse feel is reflected in the way we
merchandise our stock, the way our stores feel (their vibe) and what we wear. When we execute these
things consistently, we go a long way to delivering on our promise to our customers of Lowest Prices,
Widest Range and Best Experience.
Our merchandising
We merchandise our stock in bulk on aisle ends, in pallets, and simple cut case cartons, with displays
where possible. These are constantly changing and evolving depending on the current season, trends
and range available. These displays reinforce our no frills, low-cost operator approach.
These simple merchandising efforts help capture our promise of Lowest Prices.
•
•
•
•
•
•
Cut case cartons
Bulk promotional ends
Bulk pallet stacks
Register stacks
Handwritten tickets with bold pricing
Clip strips and side stacks
THE WAY WE DO THINGS AROUND HERE
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July 2021
11
Our look and feel (cont.)
Our in-store vibe
The feel of our stores is our ‘vibe’. They’re fun environments for team members and customers alike.
Our stores always feel busy; they are hives of activity. Whether it’s the music playing through the
speakers, pallets being wheeled across the front of the store, a community group cooking sausages,
team or supplier demonstrations, or the rumble of roll cages with stock going up and down the aisles.
There’s always something happening at Bunnings.
THE WAY WE DO THINGS AROUND HERE
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July 2021
12
Our look and feel (cont.)
What we wear
The way our team looks depends on where we work across the business, because it’s important that
our team members dress for their role and the work they’re doing on any given day.
What we wear reflects our brand, who we are and the work we do. Most importantly, safety is
always considered, because nothing is more important than us going home safely at the end of every
day. So protective footwear, hi-vis vests and gloves are all provided depending on where we work
and what we do.
In our stores, what we wear sends a strong visual message that we’re all part of the one team. Our
red shirt and apron have become iconic in our stores across Australia and New Zealand. This helps
make our team members easy to spot for our customers.
THE WAY WE DO THINGS AROUND HERE
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June 2021
13
Our Team and Culture
Our Vision
Culture can be defined as the way of life for groups of people: the way they do things, the way they
behave, what they value and what they believe.
A business’s culture essentially describes what it feels like to work somewhere. Research has shown
that successful businesses have good cultures where their people feel truly valued, happy and where
they understand what everyone’s working towards.
To briefly describe our culture at Bunnings, it would be fair to say that, together, we’ve created
a culture where people come first, where care for others is the norm, and where we all have the
opportunity to make a real difference to our future success. We really are like one big, happy family
at Bunnings.
Our Vision
Our overarching vision as a business is: We’re building the best … Our team makes it happen.
This provides our direction – the ‘what’. The thing about aspiring to building the best is that it’s a
journey, not a destination. It means we’re constantly looking at better ways to do things, and that’s
what The Way We Do Things Around Here is all about: sharing things that have worked for us so we
can all keep building the best together.
While this overarching vision guides us, what sets us apart from other businesses is that each team
creates its very own, localised vision and values that will help them to play their part in working
towards our overall vision. Each team’s business plan falls out of this too. This is great because it
empowers all of us to take ownership of how we’re all building the best.
Bunnings Warehouse Griffith
Bunnings Warehouse Gladesville
Growing for success, to yield the best.
Standing strong and tall,
our passionate team delivers for all.
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July 2021
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15
Our Vision (cont.)
We’ve always had a strong focus on our people and creating a strong and positive culture. Part of
keeping this alive is regularly checking in with our team and providing them with the opportunity to
give us feedback via our annual Vision & Values survey.
To ensure our team members feel heard and that their contributions are valued, we share and action
the feedback we receive through this process. We also celebrate successes for both teams and
individuals where we can.
Our leaders share the results in a range of ways including:
•
•
•
•
•
•
posting results and comments on team notice boards in the tea rooms and office space
running de-brief sessions to discuss results with the team
coffee with the boss sessions
team lunches, morning teas, BBQs
team meetings
organising an awards night
THE WAY WE DO THINGS AROUND HERE
•
July 2021
16
Our Purpose
Our Purpose – Inspiring you to have a red hot go – describes our ‘why’. The very reason we
exist and it captures the heart of who we are and why we come to work everyday.
We’ve been inspiring our customers to have a red hot go for a long time now, and over the years,
when faced with opportunity or challenge, our team continually give it a “red hot go” too. We do this
through living by example; our team is driven to always learn, try new things, try our best and just
jump in and get things done.
Our purpose galvanises us: it defines what motivates us every day. It also talks to what we need to
keep doing in future … how we keep inspiring our customers – new and old – and keep them
coming back.
Our Three Pillars
Our three strategic pillars – Lowest Prices, Widest Range and Best Experience - are “how” we win at
Bunnings. We’ve lived by these Three Pillars for more than 25 years, and they are how we make sure
we win with our customers.
LOWEST PRICES
Our Policy of Lowest Prices is important to us because it’s important to our customers and the trust they
place in us to deliver on that promise.
That’s why we all work so hard to keep costs low, and things as simple as possible, to be able to
deliver outstanding value.
WIDEST RANGE
Our customers come to us for solutions and ideas to fulfill their dreams, be it for their home, office, or
business.
Our range of more than 45,000 products, from the front gate to the back fence is, all about delivering
on that promise.
BEST EXPERIENCE
Whenever and however our customers choose to engage with us, we want them to feel valued, that
we are easiest to shop with, and that they trust us to give them truly outstanding experiences, through
the service we provide, time after time.
In today’s world, it is easier than ever to copy our range, price and even possibly our stores, but it’s
our amazing team that sets us apart by delivering our pillars along with the best experience every
time, whenever, wherever, and however a customer chooses us.
THE WAY WE DO THINGS AROUND HERE
•
July 2021
17
Our Leadership Model and Guiding Principles
The Bunnings Leadership Model and our Guiding Principles are two key enablers to achieving our
Vision, Purpose and Strategy.
One of our key points of difference is how we choose to do business, not just what we choose to do.
This is the purpose of the Leadership Model.
The left-hand side of the model represents our culture – it’s our Guiding Principles (Integrity, Respect,
Teamwork, Achievement and Innovation) or ‘how’ we do business. On the right-hand side we have our
three strategic pillars (Price, Range and Experience) - the ‘what’.
Our Guiding Principles speak for themselves – they are what we expect from each other and what we
value. When you act with high integrity and show respect, that builds trust, a critical ingredient
for teamwork, high performing teams are more likely to achieve and with achievement comes
confidence and the desire to continually improve through innovation. These behaviours are our
foundations, and our culture is defined and lived through values that are determined at a local level
(store/department).
Inside our Leadership Model sits our Three Pillars – our strategy, or the ‘what’. We set Strategic
Objectives each year that guide us towards achieving successful execution of our strategy.
Good leadership underpins all of this; leadership that builds trust, inspires action, drives performance
and develops people. When we do all of this, that’s when we win - when we’re truly working towards
our Vision “We’re building the best…our team makes it happen”.
BUNNINGS LEADERSHIP MODEL
Vision
Develops Peop
Integrity
Culture
Respect
Price
Teamwork
Range
Achievement
Experience
Strategy
Leadership
HIP MODEL
BUNNINGS LEADERSHIP MODEL
Vision
Develops People
Price
Range
perience
Creates a caring
and enjoyable environment
Encourages open
communication and interaction
Develops myself and others
Supports others to take
responsibility and ownership
Leads by example
Demonstrates care,
fairness and consistency
Provides honest and
constructive feedback
Innovation
m makes it happen.
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BUNNINGS LE
We’re building the best... Our team makes it happen.
Strategy
Creates a caring
and enjoyable environment
Encourages open
communication and interaction
Develops myself and others
Supports others to take
responsibility and ownership
Leads by example
Demonstrates care,
fairness and consistency
Provides honest and
constructive feedback
THE WAY WE DO THINGS AROUND HERE
•
Defines challenging, yet
achievable goals
Recognises efforts and results
Communicates progress and
outcomes
Builds Trust
July 2021
Drives Performance
Inspires Action
Leadership
Strategically sets goals
Communicates effectively,
creates a clear picture
Inspires with authenticity,
brings ideas to life
18
Builds Trus
Our approach to safety
Safety is central to our culture at Bunnings. We have a holistic approach to safety.
We call it: Be safe. Be at our best.
Our safety vision is to: empower our team to be at their best both physically and
mentally, at work and at home.
This is how we’ll achieve our vision:
Sharpen our focus
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have a strong focus on managing life-threatening risks.
have empowered, informed teams.
focus on continuous improvement.
simplify processes and systems.
Share responsibility
We all share the responsibility for looking out for one another and
ourselves.
Our Safety & Wellness system helps keep us all safe.
Show genuine care
We
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show genuine care for our own holistic wellbeing.
look out for one another.
look after anyone who is injured at work.
support people’s recovery from injury.
Our holistic approach to safety allows us to empower our people to be at their best both physically
and mentally, at work and at home. And when we’re all at our best, we’re better able to build the best
for our customers, our teams, our families and ourselves.
Our Safety & Wellness (BSAFE) system includes all the procedures, safe work practices, resources
and communication tools to guide our teams to maintain safe and healthy working environments. The
BSAFE system, Safety Improvement Teams (SIT) and Health & Safety Representatives (HSRs) all play a
vital role within our stores, DCs, TCs, F&T and Support Centres to help maintain our safety standards
and behaviours.
Safety and wellness performance is communicated in a number of different ways, including, daily
and weekly informal safety updates during team meetings, the monthly and annual Safety & Wellness
report card, quarterly campaigns (all our safety engagement activities in stores), on the Safety &
Wellness section of the Intranet and via the Safety & Wellness workplace page.
Safety & Wellness will always be the first priority in everything we do. Because everyone deserves to
go home safely at the end of every day; and because when we take a holistic approach to safety, we
can all be at our best, both physically and mentally.
THE WAY WE DO THINGS AROUND HERE
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July 2021
19
Recruiting the best team
Our aim is to recruit the best team. Those who will fit in with our culture. Those who are friendly,
helpful and passionate about serving customers. Those who genuinely care about others and who
are committed to working safely. It’s also important to us that our team members are reflective of the
communities they’re serving.
The decisions our leaders make when they recruit our team members are so important; because
ultimately, it’s our team who bring to life the culture of the place and deliver the Best Experience for
our customers. That’s why the first step in every team member’s journey is to complete a full induction
– so that our team truly understand our culture and the way we do thing around here.
We’re unapologetic about taking our time to recruit and onboard - taking the time to get it right is
important to us.
THE WAY WE DO THINGS AROUND HERE
•
July 2021
20
How we treat each other
Two of our Guiding Principles are key to how we treat each other – and indeed everyone we deal with
– at Bunnings. Respect and Teamwork.
Everyone has the right to feel valued and respected and that’s how we treat people at Bunnings. When
we feel respected, we feel safe, happy and included and we can be at our best. We work hard at
Bunnings every day to build a community of respect; with each other, our customers, suppliers and the
community. That means disrespect of any kind is not tolerated. We show care for each other, and we
speak up if we see anything that goes against that.
We have a strong focus on diversity and inclusion at Bunnings and always will. We celebrate diversity
in all its forms. Diversity of thought, culture, gender, ethnicity, age, sexual orientation, ability, gender
identity or religious beliefs. We welcome everyone; indeed, we celebrate difference. Because we all
bring our own unique experiences and perspectives, and these differences are what makes us stronger.
Being open to different perspectives provides an environment in which exciting, new ideas can grow.
We celebrate diversity and inclusion in many ways at Bunnings. Here are just a few of them.
•
•
•
•
•
•
•
•
•
•
•
Social inclusion programs
Recognising days of cultural significance
International Women’s Day
Language and Cultural flag stickers on name badges
AUSLAN, NZ Sign Language, Hearing Impaired & Deaf stickers on name badges
World maps in tearooms identifying diverse backgrounds
Rainbow flags worn to acknowledge or support LGBTIQA+
NAIDOC week
Mãori Language week
Working with different Australian Aboriginal and Torres Strait Islander and Maori groups and
foundations in Australia and New Zealand
Taste of Harmony
THE WAY WE DO THINGS AROUND HERE
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July 2021
21
Reward and recognition
When it comes to reward and recognition, we always want to do more rather than less. We want it to
be simple, personal, appropriate, relevant and as ‘in the moment’ or as close to it as we can get. We
actively look for opportunities to reward and recognise each other; from acknowledging great work,
to birthdays! It’s a huge part of showing we care; it’s a big part of who we are.
‘You did good’ cards
We encourage all team members to take the time to provide recognition to
anyone who’s done a great job. We make sure that ‘You did good’ cards – both
in digital and hard copy – are readily available to everyone.
Customer Service Badges
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Service Legend badges are awarded by our senior leaders to team members who
have been specifically recognised by customers and/or the Bunnings Leadership Group
for going above and beyond.
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RVICE
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When a team member receives five bronze badges, they keep one and hand in four
for a silver. If they get five silver badges, they keep one, then hand in four for a gold
badge.
X
E
Bronze Customer Service Badges are awarded for receiving great customer feedback
and for providing outstanding customer service. These are usually presented in front
of other team members and are a great opportunity to celebrate fantastic customer
service. Team members wear their badges on their aprons with pride.
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RVICE
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Length of Service Badges
To acknowledge and recognise the loyalty and contribution of those who achieve significant lengths
of service, team members receive recognition for long service, commencing at the five-year milestone
and every five years after that. We recognise the effort and loyalty of our longer serving team
members and acknowledge their valuable contribution to our business and culture. We truly value the
knowledge and skills they bring to our business.
Badge
Anniversary
Recognition
5 years
» 5 year badge, letter from store management team
» $30 Bunnings gift card
» Presented with team present and morning or afternoon tea
10 years
» 10 year badge, letter from Area Manager
» $50 Bunnings gift card
» Presented with team present and morning or afternoon tea
15 years
» 15-year badge, letter from an appropriate General Manager
» $100 Bunnings eGift card
» Localised breakfast or lunch with other team members celebrating
service milestones
» Presented with team present and morning or afternoon tea
20 years
» 20-year badge, letter from an appropriate General Manager
» $200 Bunnings eGift card
» In store/department morning or afternoon tea celebrated with team
» An invite to the annual anniversary celebration held per state
THE WAY WE DO THINGS AROUND HERE
•
July 2021
22
Reward and recognition (cont.)
Badge
Anniversary
Recognition
25 years
» 25-year badge
» Framed long service badges Collection letter from our Managing
Director or COO
» Presentation of inscribed watch at team member’s location (whichever
occurs first after anniversary date), and equivalent for Support functions
by GM or MD, to the value of $500. Team member may choose a
watch and make up difference if value is greater than $500.
» In store/department morning or afternoon tea celebrated with team
» An invite to the annual anniversary celebration held per state
30, 35, 40
& 45 years
» 30, 35, 40- or 45-years badge
» Letter from our Managing Director or COO
» Gift card presented by senior executive to value of $500 over lunch (gift
card to be of team member’s choice)
» In store/department morning or afternoon tea celebrated with team
» An invite to the annual anniversary celebration held per state
50, 55
& 60 years
» 50, 55- and 60-year badge
» Letter from Managing Director or COO
» Gift to value of $1,000 presented at a major function specifically held
to honour of the occasion
» Framed long service badges collection (at 50 years)
» In store/department morning or afternoon tea celebrated with team
» An invite to the annual anniversary celebration held per state
One of the ways our stores celebrate
and recognise the length of service of
our team members is through milestone
boards in the hallway or stairwell.
Recognition pouches
To make it easy to reward and recognise in the moment,
store leaders can keep an instant recognition pouch.
Contents may include:
• ‘You did good’ cards
• Customer Service Badges
• Coffee cards
• Bunnings Gift Cards
• Cinema vouchers
• Gift cards
• Scratchie tickets
• Length of Service Badges (to replace lost/misplaced ones).
Each leader is responsible for their own pouch and for rewarding team members. They can also
provide rewards for team members to recognise each other.
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Reward and recognition (cont.)
Celebrating team success
We enjoy having reasons to celebrate, and there is nothing better than celebrating team success.
One of our favourite ways to recognise each other’s hard work is with food! Whether it’s cooking up
a storm behind a BBQ with some sausages, hamburgers, hot dogs, cups of hot soup or a good oldfashioned ‘Bake-off’, the way to our hearts is through food and this is a huge part of what we do.
Team member benefits
When people find out that someone works for Bunnings, one of the first questions they ask is: “Do you
get a discount?”.
The answer to that question is: “YES!”. All full-time, permanent part-time and casual team members are
entitled to the team member discount.
Team members who retire
at the age of 55+ with 20
years’ continuous service or
more, are also entitled to
team member discount.
We also have great access to
fantastic corporate discounts,
such as:
•
Private health cover
•
Gym memberships
•
Car hire
•
AFL tickets
•
Insurance
•
Theme park tickets
•
Movie tickets
•
And many more!
These offers are dynamic and
get updated regularly, so be
sure to keep yourself updated
on the intranet.
Breakfast with the stars
Opportunity for leaders to take their star Service Champions out for breakfast.
Community projects with the team.
Taking team members out and about in the community is a great form of recognition, shows leadership
and teamwork along with raising awareness of what is going on in your local community.
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Bringing out the best in our team
We can’t continue building the best without bringing out the best in our team members. That’s why
we’re absolutely committed to developing them and providing them with opportunities to learn and
grow every day.
Performance reviews
We conduct annual one-on-one performance appraisals to review each team member’s areas of
strength and opportunities for development and growth using standardised performance criteria. It’s
also a chance to recognise exceptional efforts and results achieved throughout the year.
In order to be effective, performance reviews must be based on open and honest two-way
communication between a team member and their leader. This helps build solid relationships, and
together they’re able to develop a plan for the future.
Training Program
Our Training Program offers recommended courses for team members working in a particular area.
Courses fall under five main areas and most training is coordinated by Learning & Development
Advisors and leadership teams.
Training falls into these main categories through classroom,
self-paced, online, live stream, expos/roadshows and accredited
programs:
•
Safety training
•
Supplier/product training
•
Service training
•
Admin & systems training
•
Leadership training
Becoming an expert - once you’ve completed your Role Essential Program in Workday, your leader
can organise a review which can help you become an expert in a key area of the store.
Introduction to Leadership
The Introduction to Leadership (ITL) program is run by the Senior Regional Operations Team and is
targeted at high potential team members who are exhibiting leadership qualities and are focused on
building a career in leadership at Bunnings. Team members are nominated by their Store Leadership
Team. Each team member is assigned a coach and mentor who will support them through the
program, which runs over three blocks and ideally is completed months in advance of the next Future
Leaders intake (see below).
Future Leaders
Our Future Leaders program is designed to develop high performing team members into the future
leaders of our business. Our Future Leaders program is run by our Learning & Development teams in
each region. It builds on existing skills and knowledge and teaches new skills, focusing on our core
leadership attributes.
Bunnings Management Program
Our Bunnings Management Program (BMP) is a nationally coordinated program aimed at high
potential leaders who are ready to take the next step. It provides a range of leadership and business
tools that can be applied to roles throughout our business. It offers leadership and business insights
from senior leaders, as well as the opportunity to network with other leaders across the Bunnings
network. Participation in the program is achieved through a nomination process driven by line
managers.
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Bringing out the best in our team (cont.)
Accelerated Management Development Program (new program under
development)
Our Accelerated Management Development Program (AMDP) delivers a targeted development
opportunity to high performing and high potential leaders within our business. It is an annual,
nationally run program designed as a fast track for leaders. It provides an opportunity to be mentored
by, and work closely with, a member of the Bunnings Leadership Group (BLG). The program, whilst
specific to Bunnings, is facilitated by a number of external academics, consultants and senior members
of the BLG.
Relieving roles
As part of developing our store teams, some team members or leaders may be asked to assume the
role of others during periods of holidays, or if a short-term vacancy exists. This is a great opportunity
for our team members to gain experience in another role and further exposure to the business.
Rostering
Leadership rostering
We ensure that all trading hours are adequately covered and supervised for both our team and our
customers but are also mindful of providing flexibility that supports a work/life balance for our leaders.
Leadership rosters should be fair and equitable with everyone included in weekends, opens, and
closes.
Team rostering
Rostering is a key tool in ensuring we have the best team to deliver the Best Experience.
We believe that good rostering is about balancing individual team member needs with the need to be
fair to the team as a whole and ensuring adequate coverage throughout the year.
Rostering well depends on teamwork and everyone playing their part. Over the course of the year,
rosters should be mutually beneficial. When creating rosters, leaders consider both the business and
customer needs, and also take into account team member commitments, such as family responsibilities.
Team member availability, along with operational requirements should be openly discussed between
team members and leaders and reviewed on an ongoing basis.
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Rostering (cont.)
Whilst our employment agreements provide more specific details around rosters, when rostering,
leaders take a range of things into account including: supporting Best Experience and alignment to the
store’s trading patterns; flexibility and balancing team member and operational needs; fairness in that
all team members should do their share of weekends, public holidays and peak trading times; the right
numbers/coverage of people and skills; mutual agreement; and providing adequate notice of rosters
and any changes.
Also, it’s important to remember that rostering starts with recruitment – leaders should always discuss
rosters and hours of work with candidates during the recruitment process
Communication
To ensure that everyone knows what’s going on wherever they’re working, we use various forms
of communication to keep everyone connected and updated. Ultimately, the goal is to provide the
information people need to do their job well, and to encourage feedback on how we can improve. All
information is provided in a timely fashion, is easily accessible to all, and is delivered in a way that
reaches every team member.
Daily team meetings
In our stores, a daily communication
sheet is generated by the opening leader
and used as an agenda for a daily team
meeting.
Team members only need to attend a daily
team meeting once or twice per week.
This allows for other team members to
rotate through, with consideration given
to include the register operators in these
meetings.
The agenda could include things like:
•
•
‘Be Safe’ tip
the previous day’s sales results
•
recognition/birthdays
•
community news
•
the leadership roster for the day
•
social club updates or events
•
advertising update
•
merch bulletins
•
customer service feedback
•
fun activity
•
reference to values
We then post the meeting notes on Workplace and/or noticeboards across the store/department. This
allows for the information to be shared amongst the team members who may not have been able to
attend the meeting.
Department meetings
These meetings are held by the coordinator group on a weekly basis within their respective areas,
through catchups in aisles, or with one or two team members. Coordinators discuss points which
specifically relate to their area. For example, upcoming trading patterns and team members’ work
schedules, merchandise bulletins, sales by department, planning of department activities, and the
communication of standards.
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Communication (cont.)
Coffee/lunch in tearoom
Our tearoom is a place for everyone to come together. We encourage all team members and leaders
to use this area to relax and connect with each other in an informal setting. This is a great place to get
to know each other and build relationships. This area is also a great place to celebrate ‘Moments that
matter’.
Coffee with the boss
This is an informal get together to seek feedback and discuss any issues concerning the department,
the store or other matters.
Breakfast with the boss
A group of team members are invited to accompany a member of their leadership team for breakfast
(or morning tea, lunch, afternoon tea, etc.) for the purpose of discussing the business on a regular
basis. The intention is to gain valuable feedback from the team members present, and to discuss any
ideas for improvement. Ideally, it’s held in a relaxed environment to foster easy conversation, away
from phones and interruptions. Ideas and outcomes are shared on Workplace with care taken on
sensitive issues.
Listening Posts
Listening Posts are internal, in-person focus/discussion groups that we
traditionally run each year to give team the opportunity to let us know
their thoughts and ideas on a variety of different areas of our business.
A broad range of team representing store and store support teams,
each of our regions as well as different lengths of service within the
business are invited to participate. Hearing directly from our team in
these sessions has been fantastic in helping us understand what we’re
doing well, as well as to identify some key areas of opportunity for us.
Weekly leadership meetings
Each week, leadership team members will hold a meeting to discuss key
results and events from around the store/department and put plans in place for the week ahead.
Stand up meetings/Team Huddles
Quick catch ups held regularly to keep teams updated on progress, upcoming events, business
priorities.
Quarterly meeting
Every quarter a meeting is held outside trading hours for each coordinator group (attendance isn’t
mandatory). Food and drink is supplied and the meeting is often themed for a bit of fun and as a
team building activity. We don’t wear our reds to these events (we never wear our reds when alcohol
is being served). At times, this part of the meeting is combined with another coordinator group to
encourage building relationships within the store. This is a great opportunity to ask questions, raise any
concerns and provide feedback on improving the business, growing sales and maintaining standards.
Annual General Meeting (AGM)
This is a meeting outside of normal trading hours and is held annually in each store for all team
members (please note that attendance is not mandatory). Food, drink and seating is provided. This
meeting is promoted in-store with reminders on Workplace, in daily meetings and on notice boards
leading up to the date. This meeting has a fun theme and is sometimes held at an external venue such
as a cinema, local ten-pin bowling centre, rugby clubs or RSLs, and we do not wear our reds to these
events.
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Communication (cont.)
Notice boards
Our notice boards are used as a means of communication. They should be free of clutter, reviewed
and updated regularly. They are broken down into the sections of ‘Our Team’, ‘Our Customer’ and
‘Our Store’ to help share information.
Here you may find:
•
store rosters
•
minutes from meetings
•
store wide communication
•
Social Club Information
•
Vision & Values results and communication.
Workplace
Workplace is an internal Bunnings social media platform that allows team members at all levels,
from every corner of the business to connect and collaborate. It allows for a direct channel of
communication to every person in the business, making communication faster, easier and more
accessible.
Each location has its own page which is a great place to share live videos of daily meetings,
celebrations and relevant news and updates. We understand that this will never replace face-to-face
communication, but it will help keep the team informed and connected.
Intranet
Our intranet is a wealth of information for our team members and provides access to important
policies, procedures, systems and apps.
Virtual
When working from home or remotely, keeping in contact and feeling part of a team is as important
as ever. There are many ways we can stay connected including:
• virtual coffee with the boss
• virtual morning teas/dinners
• team meetings
• afternoon online quizzes/ trivia games
• birthday celebrations online
• team building (e.g. cooking events).
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Having Fun
We don’t like to take ourselves too seriously at Bunnings. We understand the importance of having fun;
it’s a big part of our culture. This varies from site-to-site.
Here are some of the ways we have fun with each other.
Helper for a Day
Some of our stores run a ‘Helper for a Day’ where team
members can win the help of one of the Store Leadership
Team for the day.
Dress up days
We have Pyjama/Onesie Day, Crazy Hair Day, Fluro Friday,
and dress ups for things like Footy Finals, Christmas and
Easter and to support charity events.
Department Bake-offs
Department versus department competitions, where each
department takes a turn to cook for the rest of the team.
Daily meeting activities
A fun activity at each morning meeting. Whether it’s celebrity
head, spin the wheel, quizzes, tape measure races etc.
Sales challenges
Store versus store, area versus area sales challenges.
The losing store/area has to cook a BBQ for the winning
store/area.
Record Sales Days
On significant trading days, all teams have a guess at what
they think will be the final sales number for the day.
The closest guess wins a prize.
Bunnings Bingo
A game played over the PA while the store is trading.
Moments that Matter
We love the opportunity to recognise and celebrate our
team’s achievements, both personally and professionally.
This allows us all to share and celebrate each other’s
milestones and accomplishments.
We regularly celebrate things like birthdays, gold service
badges, long-service lunches, V&V award winners, births,
marriages and other events special to our team members.
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Beating extreme weather
We always consider the welfare of our team members and customers during adverse weather
conditions. During extreme heat, in consultation with their leader, team members may elect not to wear
their aprons (but always still wear their name badges) and/or wear a ‘half apron’.
Each location will ensure cold drinks and/or icy poles are handed out to team members. They can also
be handed out to customers as required. Service areas and departments may also be provided with
spray water bottles and fans if required. Additional breaks may need to be included throughout shifts to
help team members cope with the heat.
During extreme cold, gloves, scarves and jackets can be worn, and warm drinks and soups can be
supplied. To limit each team member’s exposure to extreme weather, we rotate team members through,
or off, exits like trade, nursery or front doors on a regular basis. In some circumstances, the decision to
close entrances due to high winds or extreme conditions may occur. It’s the responsibility of the leader
on duty to make this decision.
Our Community: we live here too
Bunnings is committed to making a positive difference to the communities in which we operate across
Australia and New Zealand. Our communities sustain us and operating in a way that gives something
back to them is important to us.
Supporting community groups
We support local, regional and national causes, and
not-for-profit charitable organisations. Our preference is
to support local community groups by providing hands-on
assistance with their projects. We provide many opportunities
for our team members to get out and help with grassroots
community projects, such as assisting with garden makeovers
and providing DIY support to help those who need it. When
we participate in local events, we always wear our reds,
representing our business and demonstrating that ‘we live
here too’. We also regularly donate products for community
activities including raffles and fundraising events.
Our stores have a budget for local community involvement.
This is managed by the Activities Organiser in consultation
with the Store Leadership Team. The Activities Organiser is
also responsible for responding to all community requests.
The community boards at the front of our stores are set aside
to display the letters and certificates of appreciation received
from local community groups grateful for our support.
Our stores also provide community groups with the
opportunity to host an awareness table in the foyer, which
allows them to talk to customers about their cause and fundraise.
Our iconic Bunnings sausage sizzles and cake stalls have become part of the fabric of our
communities. They are enjoyed by thousands of our customers every week. These represent valuable
fundraising opportunities for local community groups, and all funds raised go directly to the community
group conducting the fundraiser.
In moments of crisis where our communities need extra support and are impacted by the likes of
natural disasters, we organise Reds Run sausage sizzles to help raise funds. This involves our team
getting behind the BBQ to cook the snags, with all funds raised going to a nominated charity.
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Our Community: we live here too (cont.)
Sustainability
Bunnings is committed to operating in a sustainable way, to meaningful outcomes and to making a
positive difference.
Our key sustainability areas of focus
Energy
• Reducing carbon emissions
• Addressing climate change
Water
• Collecting and reusing rainwater
Waste and recycling
• Reducing waste across the business
• Increasing diversions from landfill
• Sustainable packaging
•
•
•
•
•
•
Responsible sourcing
Product safety
Upholding human rights
Ethical sourcing
Improving social and environmental practices
Adhering to product safety standards
Using alternative low and non-toxic products
Identifying new and safer ingredients
Green Teams
Act local, think global. Our Green Teams are voluntary groups made up of team members who are
passionate about minimising our impact on the environment. They act locally by driving store-based
sustainability actions and think globally by submitting ideas for business improvement. Green Teams
work to improve how our stores operate day-to-day. Simple changes to how our stores manage waste
and use electricity and water can all add up: for us and for the planet.
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Our Community: we live here too (cont.)
Our role in addressing climate change
Since 2014 we’ve been installing solar PV
systems across our store network, with the first
installation at Bunnings Alice Springs.
We now have over 80 solar PV systems
across our Australia network, covering more
than 120,000 square metres of roof space.
Each solar PV system generates up to 30% of
a store’s energy needs.
In the coming years we will continue to reduce our reliance on traditional energy and transition to
renewable sources.
It starts and ends with a box
In 2008, Bunnings was the first retailer in Australia and New Zealand to remove plastic shopping
bags for customer use. Since then, we have consistently encouraged customers to bring their own
shopping bags, or to reuse the cardboard boxes at the front of the store behind the cashiers, or the
reusable branded bags. Encouraging our customers to use our boxes is a win-win all round.
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Our Customer Experience
5 keys to best customer experience
Providing a shopping experience that exceeds our customers’ expectations, whether in-store or online,
is what we aim for every time.
Our business is built on our three pillars of Lowest Prices, Widest Range and Best Experience. It’s not
just about selling to our customers, it’s also about the range we offer, our total service offering and
how we make customers feel.
By focusing on providing the best service, we help to offer the Best Experience for our customers; and
that’s why they’ll continue to shop with us.
5 keys to best customer experience
Our 5 keys to ensuring the best experience for our customers are part of our DNA. They represent,
in simple terms, our service promise to our customers. When we deliver on our keys consistently, our
customers get a great experience every time they shop.
Welcoming our customers
First impressions last. That’s why we focus on making our first impression a great one. It’s why we have
team members positioned as people greeters at each entry and exit point; so that everyone receives
that warm Bunnings welcome. This sets the tone for their visit and is bookended with a warm and
friendly farewell when they depart.
So much happens in between that initial hello and goodbye to ensure we also make a positive, lasting
impression on our customers. We also welcome our customers with our open and inviting store layouts,
our cafés and playgrounds for children, and of course with our best service.
Customers who call our stores or call centres receive the same level of friendly and helpful service they
get when being served by a team member on the floor.
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Looking after our customers
To ensure our customers feel comfortable and that our stores are customer friendly for everyone, we
offer frequent resting points throughout our stores.
We appreciate that our Warehouses can be large, ranging from 3,000sqm to over 16,000sqm.
We’re mindful that our customers may need to rest, which is why every Warehouse has a number of
strategically located, and appropriately signed, park benches in place for customer use. By providing
resting points along the way, we’re showing our customers we care for their comfort and wellbeing.
Public toilets and drinking fountains in-store take care of our customers’ comfort and refreshment needs.
Umbrellas are available at the nursery entrance, outdoor timber yard and store entrance for use during
times of inclement weather. We also look for opportunities to help our customers in wet weather by
assisting them to their vehicles.
Many of our customers come in with assistance dogs. These are companion pets that increase
freedom, mobility and independence for people suffering physical, psychological and developmental
disabilities. Assistance pets are always welcome in every one of our stores.
We provide wheelchairs for those who need them so they can move around comfortably.
We provide a variety of trolleys, including timber trolleys, flatbed and kids’ trolleys. Some are
equipped with baby capsules. Our range of trolleys means we have a trolley to cater for all different
types of products. We position our trolleys strategically around the store to avoid our customers lifting
heavy products and to make it easier for our customers to shop.
Each store also has a defibrillator available at the
front of the store or in a prominent location for
easy access if required for emergency situations.
Team Assist is available to all team members
during all trading hours to help you answer any
customer queries or issues.
Customer Support is also available to our
customers to help with all processes involved in
ordering, receiving and paying for goods either
online or over the phone.
Cafés
For customers in our Warehouse stores, our cafés provide
a great environment to take some time out to relax and
refuel during their shopping trip. Our cafés are conveniently
positioned near our children’s playground so caregivers can
take a break while the kids play.
Our cafés have something for everyone with a range of
pastries, soft drinks, slices and coffee. We also add our unique
touch with simple things like using the hammer stencil when
dusting chocolate on cappuccinos, creating a personal touch
and strengthening the overall customer experience.
For team members, our café offer is just one of the many team member benefits where we receive
a substantial discount on our food and drink purchases.
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Playgrounds
Right from the start of the Bunnings Warehouse format, we’ve installed
playgrounds as a centre of activity for our customers’ children whilst
they’re in the store. They enhance their shopping experience by giving
kids a reason to be excited about visiting our store.
The playground makes the store a more appealing, family-oriented
destination for our customers. This is just another way we try to add
extra value to the customer experience.
Best Experience through stock accuracy and loss prevention
Our team plays an important role in providing the best
experience for our customers through preventing stock loss and
making sure our stock on hand is accurate.
This is achieved in two ways: through great processes, and an
understanding of what role team can play in helping to reduce
and report theft.
Our number one priority is that our team is safe. We encourage
our team to use preventative measures to reduce stock loss such
as using:
• B.O.B (Bottom Of Basket)- making sure all stock is scanned in
a trolley/basket,
• L.I.S.A. (Look In Side Always) – checking inside items for
concealments and
• C.U.R.T. (Check Ur Register Terminal) – checking for barcode
swaps at the registers.
We use great customer service as a tool to reduce theft in our
stores.
Our team can also play a big role in reducing stock loss through
great processes in receiving, handling and selling of stock!
This also helps to keep our inventory accurate, reducing out-ofstocks for our customers, so that they have the best experience
when shopping with us.
We regularly hold campaigns which celebrate proactive
actions that prevent stock loss, such as Carpark Emus, Carpark
Lotto, Gatekeeper/People Greeter recoveries, Goods Inwards
recoveries and more.
For more fun ideas, visit the Loss Prevention page on Workplace.
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Deliveries and getting it home
Offering deliveries to suit our customers’ requirements is another way we strive to provide every
customer with the Best Experience. The convenience of getting an item home, whether it be from our
online store, or something large or bulky from in-store, is invaluable.
In a lot of cases we can organise deliveries direct from our supplier to our customers when required.
We also offer other options to help customers get their products home, including the hire of a vehicle
or the use one of our courtesy trailers.
We also offer click and collect, along with drive and collect services, for our customers to help make
things even quicker and easier for them.
In-home services
Our in-home services are another valueadd for our customers. We can offer
specialist quote and measure services,
in-store kitchen design, installation
services, product assembly, as well
as commercial joinery. Our In-home
Services Team provides expert advice
and support to customers in kitchens and
bathrooms, and our Commercial Joinery
Team assists with larger commercial
projects. These services are crucial
in supporting customers as they work
through key decisions prior to purchasing
big ticket items.
We provide our customers with options on the installation of selected ranges that require specialist or
trade qualified skills. By offering installation on selected products and ranges, we’re recognising that
not everything purchased in Bunnings falls under DIY. Some of our products require a professional
tradesperson to complete the job. This is commonly referred to as DIFM (Do it for me).
Another great service we can offer our customers is the chance to get a colour consultant service,
provided by two of our leading paint brand suppliers Dulux and Taubmans. Our customers can book
their colour consultation over the phone or online (Australia only).
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Expert advice
Our goal is to exceed our customers’ expectations
by carefully recruiting experts, skilled specialists
and trade persons that are not only a cultural fit
for our business but are also able to offer expert
and whole-of-project advice.
Our stores have qualified team members that
include cabinet makers, carpenters, electricians,
tilers, horticulturists, landscapers, painters,
plasterers and plumbers to name a few. They use
their extensive knowledge to provide advanced
technical advice to team members and customers,
both in-store and online.
For team members without this previous experience, we
provide training and development opportunities to help
fill any skill or knowledge gaps. Each expert area has a
range of different training resources to give our team the
opportunity to achieve expert status. Achieving expert
status is a proud moment and stores celebrate this in their
own unique way. Morning teas, expert BBQs, expert
name badges and presentations where we add the team
member’s profile to the expert board, are just some of
the ways we do this.
DIY workshops for the whole family
We want to give our customers
expert advice and practical
experience, which is why we host
regular DIY workshops. These not
only give customers confidence,
they also inspire them to undertake
a variety of home improvement
projects.
In addition to the workshops, we
also offer DIY activities in the aisle,
providing an extra level of tailored
service to our customers.
Children also have an opportunity
to get involved in kids’ DIY
projects, have fun and develop
their creative skills.
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Widest Range
We have a massive range of products available
in-store, and online. Whether it’s at our Special
Orders Desk, or on your own device, we offer
a huge range of choices.
Most of our stores have a designated Special
Orders Desk with trained, experienced team
members who can follow up on all customer
enquiries, product orders, organise collection or
delivery, consult on installation services, or request
any of the in-home services we provide.
Special Orders create almost limitless options: it’s
the endless aisle!
We stock over 45,000 products in-store including:
plants, gardening equipment and supplies, indoor
and outdoor lighting, flooring, heating and cooling, hand and power tools, paint, home storage,
kitchens and appliances, garden furniture and play equipment, plumbing and electrical products,
building supplies and timber and spare parts.
A further, expanded range is offered via the Bunnings Special Orders service.
Through Marketplace we’ve teamed up with trusted sellers so our customers can access an even wider
offer of products. This offers even greater choice and convenience. (Available in Australia only.)
Hire Shop
Providing hire options for our customers for items like floor sanders, carpet cleaners and nail guns (to
name a few) empowers them to complete their DIY projects without having to purchase expensive
items for what may be a one-off, or once-in-a-while, job.
We provide customers with advice on the right equipment to hire for their home projects. We show
them how to use the equipment, and give them advice on what products, consumables and personal
protective equipment (PPE) are needed to finish their project.
THE WAY WE DO THINGS AROUND HERE
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Key cutting
Key cutting is an essential part of our hardware offer. We offer a range of keys and key
accessories. Our key cutting machines are designed to duplicate a variety of keys.
Our trained team members are ready to cut keys for our customers throughout
all trading hours.
Bunnings Trade/Commercial
Our stores are designed to service
the needs of all our customers, with
some unique features for our trade and
commercial customers.
For trade customers, to be able to get in
and out of the store quickly and back on
the job site is especially important. Our
trade drive-throughs and timber yards are
designed so they can drive in, load up and
be on their way in no time. We do this by
having extra team members rostered during
peak times known as ‘Load and Go’. These
team members can transact with customers
in their vehicles in the yard.
Most stores have a designated Trade Desk,
located in the building materials area. The
layout of the Trade Desk includes a notice
board to display the name and contact
details of the store’s Trade Specialist and
to advertise any upcoming in-store trade
events or information relevant to our trade
customers. There’s also a designated area,
near the Trade Desk, that provides our trade
customers with complimentary tea and
coffee.
The Trade Desk is supported by trained,
experienced team members who can follow
up on trade enquiries, place orders, book
deliveries, organise trade collections, provide quotes and transact sales.
PowerPass is the trade account program that gives trade businesses even more buying power and
added value with the choice of account options. Once signed up to the program, customers receive a
PowerPass Card.
The PowerPass App lets customers purchase, view exclusive PowerPass prices, check aisle numbers
in-store, contact Customer Support and keep receipts on file for when they need them most.
We have dedicated account managers servicing our customers across our network. These trade
experts can provide our customers with tailored service, advice on materials, costs and the latest
innovative products or services.
THE WAY WE DO THINGS AROUND HERE
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July 2021
41
Our supplier reps
Our suppliers and vendors provide a full in-store support service which is mutually beneficial. Our
suppliers become an extension of our team and we work hard to build strong relationships based on
trust. We empower our team members and suppliers to take ownership of the vendor in-store (VIS)
program because it increases our customer service levels. They achieve this through commitment,
accountability, and ongoing communication.
Our unique culture encourages teamwork between our suppliers and our teams to achieve a mutually
beneficial outcome. Our suppliers offer support with inventory and training for our teams. We treat our
suppliers with integrity and respect and always conduct ourselves in a professional manner.
Technology
Our time is best spent working with our customers to find the solution that’s right for them, rather
than completing complicated processes. We aim to make things easier for our team members and
customers by leveraging technology. This allows our team to focus on providing best service to our
customers. We are continually developing and looking for new apps and systems to make it even
quicker and easier. Just jump on one of our in-store mobile devices to check out what’s available.
By the way, remember if you’re having any technological issues, the IT Support Desk is there to help
our team during all trading hours.
Being in-stock
We have taken a strategic position in the market to have the widest range of DIY solutions, home
improvement and outdoor living products in Australia and New Zealand.
We partner with our suppliers, vendors and support teams to make sure we achieve this. We know
convenience is a major reason customers shop with us, so being in-stock and ensuring inventory is
accurate gives them the confidence that we have the stock we say we have. This helps draw a wider
reach of customers as they trust we will have all the stock they need and makes us a destination that is
worthy of driving past a competitor for.
Our teams continually check low and out-of-stocks to ensure stock is ordered and out-of-stocks are kept
to a minimum. It’s our aim to be in-stock at all times.
Our stock arrives at our stores through goods inwards and either comes via our Distribution Centres,
cross dock or directly from some of our suppliers.
THE WAY WE DO THINGS AROUND HERE
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42
Easy to pay
Payment is one of the last interactions we have with customers before they leave our stores, so the
importance of delivering a fast, efficient and friendly transaction cannot be understated.
To make sure the experience is a positive one for both our customers and team members, we provide
a range of ways to pay including Self Check Out (BSCO), Mobile Point of sale (MPOS), PowerPass,
Click and Collect, Drive and Collect and the Team Member Reds App.
Some of the simple things we do to ensure a consistent and positive experience include:
acknowledging everyone in a natural and friendly way; opening an additional register when a third
customer enters the register queue; standing at the front of the register to assist customers when there
are no customers queuing; and always thanking the customer for shopping with us at the completion of
every sale.
THE WAY WE DO THINGS AROUND HERE
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43
Our Lowest Prices policy
Our Lowest Prices policy is important to us because it’s important to customers. They place trust in us to
deliver on that promise.
If any customer finds a cheaper price on an identical stocked item, we’ll beat the competitor’s price by
10% in Australia and 15% in New Zealand.
When the product is under $100 and the competitor’s price seems reasonable, we quickly and with
no fuss just do it.
For products that are over $100, we do need to quickly verify it. It could be by inspecting a catalogue,
visiting their website or making a phone call. We also match online competitor prices, but don’t match
liquidations or out of stock products.
Making sure the customer is purchasing the correct product and getting the right solution is always our
priority. It’s important we make it a positive and easy experience and thank them for letting us know a
competitor’s price.
Check our prices board
We keep this at the front entrance of our stores to maintain and highlight our lowest prices policy.
On the board, we display current copies of our competitors’ press advertisements, catalogues or
advertising materials. We place a Bunnings price sticker against the competitor’s price on their
advertising for the duration of their promotion.
THE WAY WE DO THINGS AROUND HERE
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44
Perfect Plant Promise
Our wide range of products is continued in our Greenlife area, making us the ideal destination for
customers looking for some expert gardening advice. We offer a market leading Perfect Plant Promise
that guarantees our plants for 12 months. If our customers are not 100% happy, they can return the
plant and we’ll refund it. Some conditions do apply.
Customer feedback
We want to hear what our customers think about us. How else will we
know whether we’re delivering on our promise of Best Experience?
We work hard to make it easy for customers to tell us what they think. We
have a number of options, including ‘Have your say’ cards, our website,
email surveys, via the phone, in person, focus groups and online surveys.
Feedback provides important learning opportunities for us, but it also
gives us the opportunity to recognise our team members for great service.
Service badges are awarded when positive feedback is received from
our customers. Celebrating success is a big part of our culture.
All our feedback is reviewed by the Support Centre and store leaders and
ensures that any feedback requiring an answer is provided. Our goal is to
resolve any issues or answer any questions as quickly as possible.
THE WAY WE DO THINGS AROUND HERE
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45
Our Document
TWWDTAH belongs to all of us
In reading through this document, you’ve probably gathered that it’s all about people: our teams and
how we do things around here. Its purpose is to share what works well for us, what defines us as a
business and what our culture is like.
The only way a document like this can be successful is to be a living, breathing document that gets
updated regularly. Of course, this document simply could not exist without contribution from right
across the business, which is why we need you to keep sharing the things that are working for you.
We welcome your contributions
We’ve established a working group responsible for overseeing the upkeep of this document. Their
responsibility is to ensure it remains relevant, current and does not become too cumbersome or difficult
to navigate. TWWDTAH will be reviewed annually by a working group made up of representatives
from right across Bunnings
Should you have any suggestions for inclusion, you can forward them to twwdtah@bunnings.com.au.
They will review all suggestions received every twelve months, in line with the spirit of the document
and what it’s trying to achieve.
Where to go for further information
If you have any questions after reading this document, please speak to your leader in the first instance.
Other than that, you can find specific policies and procedures on our intranet, and remember to
regularly visit Workplace to stay up-to-date with the latest news and announcements.
THE WAY WE DO THINGS AROUND HERE
•
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47
The Ballad of Bunnings
The
The Ballad
Ballad of
of Bunn
Bunn
The Ballad of Bunnings was written in 2019 by poet Rupert McCall, to celebrate 25 years since the
opening of our very first warehouse in Sunshine in Victoria.
Morning
Morning
breaks,
breaks,
thethe
world
world
awakes
awakes
and
and
what
what
willwill
be be
its fate
its fate
When
When
thethe
fence
fence
requires
requires
fixing
fixing
and
and
thethe
garden
garden
needs
needs
a gate
a gate
When
When
thethe
alibi
alibi
of D.I.Y.
of D.I.Y.
instils
instils
determination
determination
In the
In the
optimistic
optimistic
warrior
warrior
of weekend
of weekend
renovation
renovation
TheThe
curtain-hanging
curtain-hanging
husband
husband
meets
meets
thethe
shovel-wielding
shovel-wielding
wife!
wife!
From
From
every
every
single
single
angle
angle
in the
in the
neighbourhood
neighbourhood
of life
of life
And
And
thethe
tradie
tradie
hashas
a tendency
a tendency
to commandeer
to commandeer
thethe
UteUte
To To
thatthat
great
great
suburban
suburban
wonderland
wonderland
of legendary
of legendary
repute!
repute!
Where
Where
thethe
sizzle
of the
snag
is born
of grass
root
more
than
glamour
sizzle
of the
snag
is born
of grass
root
more
than
glamour
There,
beneath
thethe
beauty
of that
famous
BigBig
RedRed
Hammer
There,
beneath
beauty
of that
famous
Hammer
A human
being
enters
with
a need
to be
fulfilled
A human
being
enters
with
a need
to be
fulfilled
At At
thethe
Holy
Grail
of Hardware,
soon
thethe
passion
willwill
be be
spilled
Holy
Grail
of Hardware,
soon
passion
spilled
In an
avalanche
of options
forfor
its many
needy
souls
In an
avalanche
of options
its many
needy
souls
Another
dayday
at Bunnings,
yes…
and
thisthis
is how
sheshe
rolls!
-- -Another
at Bunnings,
yes…
and
is how
rolls!
Doors
extend
and
welcome
friend!
TheThe
best
of our
advices
Doors
extend
and
welcome
friend!
best
of our
advices
aisles
of guaranteed
prices
aisles
of guaranteed
lowlow
prices
Carry
helpful
smiles
through
endless
Carry
helpful
smiles
through
endless
And
while
that’s
nice,
‘lowest
price’
only
beginning
And
while
that’s
nice,
thethe
‘lowest
price’
-it’s-it’s
only
thethe
beginning
There’s
plenty
more
in every
store
to keep
your
spanner
spinning!
There’s
plenty
more
in every
store
to keep
your
spanner
spinning!
taps
& tools
and
pumps
& spools
and
mops
& stops
& clippers
LikeLike
taps
& tools
and
pumps
& spools
and
mops
& stops
& clippers
Knobs
& handles,
lights
& candles,
saws
& whipper
snippers
Knobs
& handles,
lights
& candles,
saws
& whipper
snippers
Mower
blades
and
shades
of paint
in every
pigment
Mower
blades
and
fiftyfifty
shades
of paint
in every
pigment
Nuts
& bolts
and
battery
volts
it isn’t
a figment
Nuts
& bolts
and
battery
volts
– it–isn’t
justjust
a figment
some
handy
mind
whose
visions
OfOf
some
handy
mind
whose
visions
bind
with
gaffer
tape
& wire
bind
with
gaffer
tape
& wire
It leads
way!
A vast
array
of pegs
& plugs
& pliers
It leads
thethe
way!
A vast
array
of pegs
& plugs
& pliers
Allen
keys
& vanities
and
heavy
duty
matches
OfOf
Allen
keys
& vanities
and
heavy
duty
matches
Nails
& screws
to pick
and
choose
with
locks
& lamps
& latches
Nails
& screws
to pick
and
choose
with
locks
& lamps
& latches
Drills
& bits
and
drainage
axes,
picks
& chisels
Drills
& bits
and
drainage
pitspits
forfor
axes,
picks
& chisels
don’t
onion
where
sacred
sausage
sizzles!)
(But(But
don’t
slipslip
on on
thethe
onion
where
thethe
sacred
sausage
sizzles!)
d of Bunnings
adders! Laundry troughs & catchments
re clean with garden hose attachments
ed packets! Flawless cordless edgers
whatever trims ya’ hedges!
’s sakes! It sings in every section
nd types – unparalleled selection
w hats, cement in endless layers
… but not for cricket players!
oilet seats, where pots & plants like hanging
ips, the big red hammer’s banging!
orah! The spirit levels rally
blinds unwind to quantify the tally
racks for all your tricks & treasures
ables, pest-controlling measures!
rands – Ryobi! Dulux! Victa!
om scales with fertilizing mixture
ks – there’s gallons to be guzzled!
ogs but keep them leashed and muzzled!
ollies, timeless tales to tell
nless steel – the kitchen sink as well!
t’s the same endearing grin
hopping list, you know you’ve had a win
o the job that needed doing
g else that seems to be accruing
handy box to tick
gh every single brick
oubtedly inspires
value of suppliers
THE WAY WE DO THINGS AROUND HERE
Stuff
Stuff
thatthat
matters
matters
– 3–step
3 step
ladders!
ladders!
Laundry
Laundry
troughs
troughs
& catchments
& catchments
Shower
Shower
screens
screens
thatthat
pressure
pressure
clean
clean
with
with
garden
garden
hose
hose
attachments
attachments
Buckets,
Buckets,
brackets,
brackets,
mixed
mixed
seed
seed
packets!
packets!
Flawless
Flawless
cordless
cordless
edgers
edgers
Eskies,
Eskies,
bins
bins
& safety
& safety
pins
pins
– whatever
– whatever
trims
trims
ya’ya’
hedges!
hedges!
Brooms
Brooms
& rakes
& rakes
forfor
heaven’s
heaven’s
sakes!
sakes!
It sings
It sings
in every
in every
section
section
Pumps
Pumps
& pipes,
& pipes,
all all
kinds
kinds
and
and
types
types
– unparalleled
– unparalleled
selection
selection
Slots
Slots
forfor
slats
slats
and
and
bigbig
straw
straw
hats,
hats,
cement
cement
in endless
in endless
layers
layers
Super
Super
glue,
glue,
sandpaper
sandpaper
too…
too…
butbut
notnot
forfor
cricket
cricket
players!
players!
Where
Where
service
service
meets
meets
with
with
toilet
toilet
seats,
seats,
where
where
pots
pots
& plants
& plants
likelike
hanging
hanging
Hooks
Hooks
& clips
& clips
and
and
tarps
tarps
& tips,
& tips,
thethe
bigbig
redred
hammer’s
hammer’s
banging!
banging!
Pool
Pool
and
and
spaspa
– hip,
– hip,
hip,hip,
hoorah!
hoorah!
TheThe
spirit
spirit
levels
levels
rally
rally
When
When
grinders
grinders
grind
grind
and
and
blinds
blinds
unwind
unwind
to quantify
to quantify
thethe
tally
tally
Power
Power
packs
packs
build
build
shelving
shelving
racks
racks
forfor
all all
your
your
tricks
tricks
& treasures
& treasures
Clamps
Clamps
& cables,
& cables,
outdoor
outdoor
tables,
tables,
pest-controlling
pest-controlling
measures!
measures!
ThisThis
land
land
demands
demands
iconic
iconic
brands
brands
– Ryobi!
– Ryobi!
Dulux!
Dulux!
Victa!
Victa!
Shades
Shades
& sails
& sails
and
and
bathroom
bathroom
scales
scales
with
with
fertilizing
fertilizing
mixture
mixture
Timber
Timber
planks
planks
& water
& water
tanks
tanks
– there’s
– there’s
gallons
gallons
to be
to be
guzzled!
guzzled!
FireFire
logs
logs
– hey,
– hey,
bring
bring
ya’ya’
dogs
dogs
butbut
keep
keep
them
them
leashed
leashed
and
and
muzzled!
muzzled!
Trays
Trays
& trolleys,
& trolleys,
sprays
sprays
& dollies,
& dollies,
timeless
timeless
tales
tales
to tell
to tell
And
And
to seal
to seal
thethe
deal
deal
in stainless
in stainless
steel
steel
– the
– the
kitchen
kitchen
sinksink
as as
well!
well!
A checkout
A checkout
lieslies
in waiting,
in waiting,
it’sit’s
thethe
same
same
endearing
endearing
grin
grin
And
And
somewhere
somewhere
on on
your
your
shopping
shopping
list,list,
youyou
know
know
you’ve
you’ve
had
had
a win
a win
More
More
than
than
justjust
thethe
answer
answer
to the
to the
jobjob
thatthat
needed
needed
doing
doing
Over
Over
time,
time,
there’s
there’s
something
something
elseelse
thatthat
seems
seems
to be
to be
accruing
accruing
OfOf
course,
course,
affordability’s
affordability’s
a handy
a handy
boxbox
to tick
to tick
Integrity
Integrity
reverberates
reverberates
through
through
every
every
single
single
brick
brick
A solid
A solid
sense
sense
of loyalty
of loyalty
undoubtedly
undoubtedly
inspires
inspires
Especially
Especially
in treasuring
in treasuring
thethe
value
value
of suppliers
of suppliers
Who are there from dawn to darkness on the go and at the ready
Making sure the wheels are turning and the ship is sailing steady
Yes, the word ‘dependability’ is vital to assert
In the green and red dynamic of the apron and the shirt
Yet a substance so much deeper plays an even greater part
As you analyse the hardware that is beating at its heart
When the customer is happy and the battler lends applause
When the barbeque ignites to light a very worthy cause
When the fabric of a family is chiselled to the core
It’s a feeling of community that rises to the fore
And then the realisation – it was always in the mix
From that West Australian sawmill back in 1886
Its maiden Melbourne warehouse sparked a modern revelation
Now a legend on our landscape – it deserves a celebration!
With great esteem, the Bunnings team succeeds and perseveres
The Big Red Hammer’s nailed it now for 25 proud years!
A milestone more than mighty and a triumph more than sweet
But the moral of the story speaks in tones of ‘no retreat’ …
The night it falls, tomorrow calls, and what will keep it winning
The knowledge deep inside… that this is only the beginning…
Rupert McCall ©
•
July 2021
48