[vc_row][vc_column][vc_column_text]Kebelakangan ini, beberapa orang pekerja di stesen minyak Caltex di bawah rangkaian Pen Petroleum telah melaporkan kes positif COVID-19. Lanjutan daripada kes-kes sebegini, sesetengah stesen terpaksa tutup sementara waktu kerana kekurangan kakitangan. Semua kakitangan dan rakan niaga yang mempunyai kontak rapat dengan pekerja-pekerja yang dijangkiti perlu membuat saringan COVID-19 di KKM dan kuarantin di rumah masing-masing sementara menunggu keputusan ujian.
Pihak Pen Petroleum amat terkilan dengan kejadian kes COVID-19 yang dialami oleh semua. Semoga pekerja-pekerja tersebut menerima rawatan yang sebaik-baiknya di hospital dan cepat sembuh.
Pada saat yang genting ini, kami faham bahawa kerja barisan hadapan memang berganda kesukarannya, kerana perlu mencari keseimbangan di antara rezeki dan keselamatan kendiri.
Sebagai tanda penghargaan kepada semua barisan hadapan Caltex tanpa mengira peranan, termasuk Rakan Niaga, CSR, juruwang, tukang cuci, pegawai sekuriti dan sebagainya, pihak pengurusan Pen Petroleum telah menghadiahkan satu baucar KFC kepada setiap orang barisan hadapan di stesen Caltex kami. Terima kasih kerana terus berkhidmat demi kebaikan pelanggan Caltex.
Xpress Point never fails to reward its customers with exciting promotions all year long. From 1 March to 30 April 2021, walk in to any Xpress Point store in Caltex stations to shop for a variety of food and beverages at a discounted price. The more you shop, the more you save. Additionally, in the ‘Indulge & Win’ deal, customers who purchased 2 Magnum cookies & cream may win some TnGo eWallet credits!
At Xpress Point, we envisage win-win partnership with our valued co-brand partners. This year, we partnered with ePay GHL to organize an exclusive marketing program known as ‘Reload & Win’ contest. With a mobile reload at the minimum of RM30 purchased, a customer will entitle to participate in the contest and stand a chance to win Xpress Point cash vouchers worth RM50 or RM100.
3. Kempen Beli Barangan Malaysia
#barangbaikbarangkita
Bagi menyahut Kempen Beli Barangan Malaysia yang dilancarkan oleh Perdana Menteri Tan Sri Muhyiddin Yassin yang ingin memulihkan daya saing ekonomi pasca-pandemik COVID-19, Xpress Point telah mengambil inisiatif untuk menjalankan satu Kempen Beli Barangan Malaysia di kedai-kedai Xpress Point. Tanda #barangbaikbarangkita akan dipamerkan di rak-rak yang menjual barangan pembekal tempatan untuk menarik perhatian para pelanggan.
[vc_row][vc_column][vc_column_text]Pen Petroleum has collaborated with Chevron’s lubricant team to organize the Havoline and Delo Planogram Contest in November 2020.
We selected the winners together with Chevron lubricant team based on planogram compliance and product range and availability. The winners have won an umbrella, a mini Delo miniature truck and two towels from Chevron.
It was a simple yet fun program. We look forward to working closely with Chevron and Retail Partners to grow lubricant business at station level.
Here are the Top 20 stations who participated in the said contest – Look at the smiling faces and the impressive lubricant planogram displayed. Congratulations!
Berikutan dengan pengumuman PKP 2.0, rakan niaga kami terus memberikan sumbangan barangan pandemik kepada para pelanggan demi menjaga kesihatan para pelanggan, khasnya di kawasan-kawasan berisiko tinggi COVID-19.
Kami terharu melihat penglibatan stesen minyak rangkaian kami dalam perbuatan-perbuatan yang amat bermakna ini. Terima kasih kerana membanggakan nama Caltex.
“I trained my cashier many times, but he still missed out the greetings!”
“During peak hour, we have to skip loyalty card questions due to long queue customers!”
Familiar with the above scenarios?
In petrol station business, we are always busy, to the extent that sometimes we inadvertently neglected the standard customer service procedures to be followed. Today, we interviewed Othomats Holding (M) Sdn Bhd in Kelantan and Lean Huat in Penang – these stations hit 100% in CF score throughout all quarters in year 2020. Let’s see what are the secret behind their success, and how do they overcome the common challenges in CF.
Othomats Holding Sdn Bhd (Panji) & Othomats Holding Sdn Bhd (Panchor):
“Dahulunya, kelemahan utama kedua-dua stesen Othomats Panji dan Panchor dari segi operasi adalah perkhidmatan pelanggan yang akan mempengarushi markah CF setiap kuater. Untuk menangani masalah tersebut, cara kami ialah membuat satu kumpulan WhatsApp untuk staf bagi melaporkan jumlah tebusan setiap hari dan tetapkan target wajib iaitu mesti melebihi RM100 setiap hari. Sekiranya dalam satu bulan jumlah tebusan melebihi RM3000, kami akan memilih 3 staf yang mengumpul paling banyak tebusan dan memberi ganjaran atau insentif berbentuk wang tunai kepada mereka. Kami akan ambil gambar dan muat naik ke dalam kumpulan WhatsApp tersebut untuk memberi semangat kepada staf-staf yang lain. Kami lakukan perkara ini setiap bulan dan berjaya menaikkan markah CF. Selain itu, sekiranya ada berlaku kekurangan markah pada mana-mana bahagian yang tidak sepatutnya berlaku, kami akan cepat-cepat membuat rayuan dan kami bersyukur setiap rayuan yang kami buat diterima oleh pihak Chevron.”
— Puan Suria Ibrahim & Puan Afida Othman, Rakan Niaga
Lean Huat:
“Our station has been operating for more than 50 years. Based on my experience, the primary factor to maintain CF scoring is effective staff management. We will train our staff consistently. I like leading by example to make the training more meaningful, for instance I would greet all customers at our station. Also, I practice hands-on approach as far as cleanliness is concerned, by participating in the cleaning of forecourt, mart and toilet areas. Through this approach, my staff will automatically mirror me in carrying out customer service. We focused on three main strategies in achieving 100% CF Score. First, our staffs are trained to aggressively promote Journey Card in sign-ups and redemption. Secondly, we consistently remind our staff to maintain a courteous and cheerful tone when speaking to customers. It is extremely important to make our customers feel appreciated and welcomed by us. Thirdly, creating rapport with customers. To us, good customer service definitely helps to retain customers. I am always touched when our customer feedback that they feel like “a friend cum customer” during their patronage to our station because of the consistent greeting and friendly small talk initiated by our staff. Some senior customers told us that our friendly forecourt staffs were so passionate in offering help whenever necessary, most of the times they do not even need to ask.”
Customer First is one of the most important operational excellence elements in Caltex’s business. At each quarter of the year, a mystery shopper will carry out an assessment at our petrol stations. This is the time where a station will be tested on their customer service overall performance. The key areas of performance that will be assessed include forecourt and store presentation, customer service in store (greetings and confirming transaction), loyalty program upselling and restroom.
The standard passing mark for Customer First program is 92%. In this pandemic year 2020, Customer First was assessed during Quarter 1, 3 and 4. Overall, the average score achieved by Pen Petroleum’s network is 90.20% (Q1), 92.90% (Q3) and 91.9% (Q4). There is so much room for improvement for all of us.
In this bulletin, we will share some success stories from those top performing stations – let us learn some tips from them and apply into our practices. For those who did not hit 92%, do not give up. Work harder this year. Believe in yourself that you can shine bright on the stage with flying colours CF result in year 2021. Together we thrive!
Meanwhile, Pen Petroleum wished to recognize the excellent CF Score achievers for year 2020 through the video below. Congratulations to all of you.
Time flies. Year 2021 has come knocking on our doors. Happy New Year to all of you.
Pen Petroleum kick-started the beginning of the year with our popular Jom Bersama-Sama session. Jom Bersama-sama is not new to all of us here, but it is worth mentioning that it was our first virtual Jom Bersama-sama! I quickly learned that there are aplenty of advantages in having a virtual meeting. To name a few – Our Retailers can join the session in a virtual meeting room without worrying about social distancing with each other. Since we were in MCO, our Retail Partners need not travel interstate to participate the Jom Bersama, the participants can log in based on where they were. Meanwhile, Pen Petroleum would have a smaller group to interact with and focus on.
In short, though we can’t see each other face-to-face, I am glad that by leveraging on technology, we can still stay connected with our Retail Partners, live on the screen. “Bersama” means “Together”. It is the togetherness that counts. I would like to take this opportunity to thank all Retail Partners and representatives from Chevron who spare your time and effort in making the Jom Bersama-sama a success with us.
In the Jom Bersama-sama, we took a quick lookback to year 2020 through the following video:
In this issue, we will also focus on giving recognition to the top performers in Pen’s network who have achieved remarkable operational excellence results in year 2020 despite all challenges and hardship. Congratulations to those who are listed.
In this uncertainty, there is one question that we would certainly ask – What’s next for year 2021? As shared with many of you previously, Pen Petroleum’s strategic intent is to develop a safe, integrated and effective retailing network by year 2023. This year, our company’s direction will continue to be driven by this clear strategic intent. For everyone’s benefit, I would recap Pen Petroleum’s 2021 strategies and aims here:-
On a separate note, I would like to welcome Chevron Malaysia’s new leadership on board. Chevron Malaysia is now led by Mr. Toh Yu Lee (Director of Asia Pacific Sales), Mr. Jay Gomez (Country Chairman of Malaysia) and Mr. Jeff Tan Meng Yih (Deputy General Manger), while Mr. Richard Tang (Fuels Retail Manager of Malaysia) and Pn. Faizah Abdul Samad (Retail District Manager of Malaysia) will be heading the Retail Team specifically. I am confident that Chevron Malaysia will continue to improve the Malaysian market and I urge all Retail Partners to continue giving our fullest commitment to Chevron.
Lastly, let us keep our spirit high, stay united together to sail through the year. Jom Bersama-sama, Jom Kekal Selamat, Jom Teruskan Semangat CaltexKu.
Yours sincerely,
Saw Chang Heng
Executive Chairman of PenPec Group
Teks Terjemahan – Bahasa Malaysia
Para Rakan Niaga Yang Dihargai,
Masa berlalu dengan pantas sekali. Tahun 2021 telah datang mengetuk pintu kita. Selamat Tahun Baru kepada semua.
Pen Petroleum telah memulakan awal tahun ini dengan sesi Jom Bersama-sama yang digemari ramai. Jom Bersama-sama bukanlah satu perkara yang baru bagi kita semua di sini. Namun, ingin saya katakan bahawa ini adalah Jom Bersama-sama dalam talian yang pertama! Saya mendapati bahawa sebenarnya terdapat banyak kebaikan dalam mengadakan perjumpaan secara maya. Sebagai contoh, Rakan Niaga kami boleh menyertai sesi tersebut di dalam bilik mesyuarat maya tanpa perlu menghuatiri penjarakkan sosial antara satu sama lain. Memandangkan kami berada di dalam PKP, para Rakan Niaga juga tidak perlu bergerak merentas negeri untuk mengambil bahagian dalam Jom Bersama. Peserta hanya perlu log masuk berdasarkan lokasi yang sedia ada. Sementara itu, Pen Petroleum pula boleh berinteraksi dan memberi perhatian kepada kumpulan hadirin yang lebih tertumpu.
Secara ringkasnya, walaupun kami tidak dapat berjumpa sua muka, saya berasa lega kerana menerusi teknologi, kami masih boleh berhubungan dengan para Rakan Niaga, secara langsung di skrin. “Jom Bersama” membawa makna “bersama-sama”. Apa yang penting adalah kita berada di sini bersama-sama. Saya mengambil peluang ini untuk mengucapkan ribuan terima kasih kepada para Rakan Niaga dan wakil-wakil dari pihak Chevron yang sudi meluangkan masa dan usaha anda dalam menjayakan Jom Bersama-sama ini dengan kami.
Dalam sesi Jom Bersama-sama tersebut, kami telah membuat sekilas pandang ke tahun 2020 menerusi video di bawah:
Dalam buletin ini, kami juga akan memfokus kepada memberi pengiktirafan kepada mereka yang berprestasi unggul di dalam rangkaian Pen, yang telah mencapai keputusan operasi cemerlang yang menakjubkan pada tahun 2020 walaupun menghadapi cabaran dan kesulitan. Tahniah saya ucapkan kepada mereka yang dinamakan.
Dalam masa yang penuh dengan ketidakpastian ini, satu persoalan yang pasti ditanya-tanya adalah – Apakah yang perlu kita lakukan pada tahun 2021? Sepertimana yang dikongsikan dengan anda sebelum ini, matlamat Pen Petroleum adalah untuk membina satu rangkaian peruncitan yang selamat, berintegrasi dan berkesan pada tahun 2023. Pada tahun ini, hala tuju syarikat kami akan terus dipandu oleh matlamat yang amat jelas ini. Demi kebaikan kalian, saya akan mengulang semula strategi dan matlamat Pen Petroleum pada tahu 2021 di sini:
Di samping itu, ingin saya mengalu-alukan pasukan pengurusan terbaharu Chevron Malaysia. Chevron Malaysia pada hari ini diketuai oleh En. Toh Yu Lee (Pengarah untuk Jualan Asia Pasifik), En. Jay Gomez (Ketua Pengerusi Malaysia) dan En. Jeff Tan Meng Yih (Timbalan Pengurus Besar), sementara En. Richard Tang (Pengurus Runcit Malaysia) dan Pn. Faizah Abdul Samad (Pengurus Runcit Daerah Malaysia) pula akan membimbing Pasukan Runcit Chevron. Saya amat yakin bahawa Chevron Malaysia akan terus menambahbaik pasaran Malaysia dan saya menyeru agar semua Rakan Niaga terus memberi komitmen yang penuh dan ikhlas kepada Chevron.
Akhir kata, mari kita menyemarakkan semangat yang tinggi, terus bersatu padu menyeberangi tahun ini. Jom Bersama-sama, Jom Kekal Selamat, Jom Teruskan Semangat CaltexKu.
Sekian, terima kasih.
Yang benar, Saw Chang Heng Pengerusi Eksekutif, PenPec Group
[vc_row][vc_column][vc_column_text]When the third wave of COVID-19 struck Malaysia, non-essential travelling started to reduce. The number of positive cases rocketed in November and there came the nationwide CMCO re-implementation again. As foreseen, petrol station sales volume declined again. Retailers are further compelled to incur higher operating and staffing cost in compliance of the SOPs imposed. Despite faced with cash flow problem, many retailers were able to respond to the crisis more steadily than before, probably because of the experience absorbed during the first and second waves. I am glad to see most of our retailers seizing every opportunity to mitigate their business loss amidst the hardship.
I am thankful that throughout the pandemic year, Pen Petroleum is always being supported by our principal, Chevron Malaysia Limited. Chevron hand held us to walk through the critical times by granting various forms of timely assistance to our retailers. I would like to take this opportunity to thank Chevron leadership for the unwavering support, guidance and tolerance given along the way.
To our valued Retail Partners, on behalf of Pen Petroleum, I would like to extend my gratitude to all of you who worked extremely hard to survive year 2020 with us. Regardless of whether you are experienced or new retailers, thank you for your commitment in honoring our business relationship. Pen Petroleum would not be standing firm in the industry and be selected as the Best Branded Marketer of Chevron but for your support. With the recent announcement that allowed interstate traveling, as well as the discontinuance of CMCO at most areas, I urge all Retail Partners to continue to drive our recovery plan – ‘Bersih & Selamat CaltexKu’ by providing a clean and safe environment for our customers to pump and shop with us worry-free. In the meantime, our team gathered some motivating success stories into this bulletin. You will definitely be inspired by them. Let us learn from each other to bring our business to the next level.
On top of that, I would like to thank our collaborating vendors and providers for trusting our marketing program and directions. Last but not least, I wish to thank all employees in PenPec Group for your wholehearted contribution throughout the year.
I fervently hope that we can flatten the curve in Malaysia. I also take this opportunity to wish all of you a safe, healthy and fruitful year 2021 ahead.
[vc_row][vc_column][vc_column_text]Pada 29hb September 2020, Pen Petroleum telah menganjurkan program ‘Jom Bersama-sama’ di Hotel Perdana, Kota Bahru. Ini adalah kali keempat ‘Jom Bersama-sama’ dijalankan di negeri Kelantan. Sesi ini telah dihadiri oleh 28 rakan niaga Caltex Kelantan dalam rangkaian Pen Petroleum dan wakil-wakil Pen Petroleum, iaitu Timbalan Pengurus Kumpulan, Cik Saw Mei Yee dan Pengurus Territory, En. Nor Azman. Turut sertai program ini kali ini adalah tetamu khas dari Chevron Malaysia Limited, En. Chandra, En. Zulhanim, En. Lee Kim Yoong, dan juga En. Francis dari Pengedar Minyak Pelincir Pantai Timur (FML Supply Sdn Bhd).
Pihak Pen Petroleum ingin mengucapkan terima kasih kepada para hadirin kerana sudi meluangkan masa lapang untuk menghadiri perjumpaan yang bermakna ini. Seperti biasa, program ini mendapat sambutan yang meriah daripada para rakan niaga di Kelantan – kami amat bangga kerana kehadiran rakan niaga adalah 100%! Syabas dan tahniah.
Tujuan Jom Bersama-sama adalah untuk menyediakan satu sesi dialog bagi pihak rakan niaga untuk menyalurkan sebarang isu yang dihadapi dalam perniagaan stesen minyak. Pada masa yang sama, Pen Petroleum akan cuba menjawab persoalan-persoalan yang dikemukakan dan memberi cadangan penyelesaian. Isu-isu yang dibincang pada sesi ini agak menyeluruh. Sebagai contoh, rakan niaga membuat pertanyaan mengenai penambahbaikkan imej stesen, pelaburan multi-RORO sites, cara peningkatan daya saing, jualan minyak pelincir, pemasangan MEPS, operasi Xpress Point, kos operasi, dan sebagainya.
Sekali lagi kami mengucapkan terima kasih kepada rakan niaga di Kelantan yang sentiasa menunjukkan komitmen dan dedikasi yang begitu tinggi. Semoga semua berada di dalam keadaan sihat, terus dilindungi dan dirahmati selalu.[/vc_column_text][/vc_column][/vc_row]
[vc_row][vc_column][vc_column_text]Let’s imagine an extreme worst case scenario – Your trading area is undergoing a rapid town development, a sophisticated flyover will be built nearby your station, hence blocking the existing two-ways traffic driving into your station. That’s not the end yet, just 500 meters away, your competitor new site is going to open soon. Then yes, COVID-19 hits your trading area! Etc., etc., etc. … Your fuel volume continues to decline.
Now, is there anything we could do as a petrol station retailer when facing locality limitation beyond our control? The answer is yes – by generating non-fuel revenue that would help complementing station’s income!
From March to July 2020, we noticed that CF Service Station’s mart sales increased by closed to 120%, In particular, the ePay sales grew 3 times higher. We interviewed the retailer, Tan Khim Leng (Khim) and learned a few tips.
“During the MCO, our fuel sales declined drastically. We knew we have to boost our mart sales to cover the losses. Entering CMCO, our team observed that customers changed in their buying behavior. They preferred essential and healthy choices. Under the guidance of Xpress Point team, we started to sell daily essentials such as rice and bread. We re-stocked close to 20 bags of rice in a week. We installed additional rack to cater for more bread selections for customers to choose. Since then, I saw traffic re-flocking in.”
As to the ePay service, Khim shared that waiving the 50 cents reload service charge is an effective way to retain customers. During the lockdown period, Khim and his staff went extra mile to provide ‘offsite reload service’ to their regular ePay customers. “Customers just need to send us a WhatsApp with their payment details, then we will do the top up for them. They liked the convenience and we earned the sales effortlessly.”
Every weekend, the station will set up a booth in front of the mart building to upsell their mart products. They leverage on this corner to promote Xpress Point discounted items, giveaway freebies, or upsell the slow moving products. This is another convenience that the station provides for its fuel customers.
Khim trusts that customers are his best ambassadors. “When our mart is able to fulfill customers’ needs, the customer will share their pleasant shopping experience around. Words of mouth helped to pull in new fuel customers to our station.”
Thank you CF Service Station for the insightful sharing. Well done & keep up the good work![/vc_column_text][/vc_column][/vc_row]
