The Man's Message
Established 2003 | "Tetritus fortis sine gym"
Friday, November 15, 2024
Crew Of The Weeks
Congratulations to these two movers for spreading their positive vibes whilst showcasing their efficiency which left their customer gobsmacked.
"Second time using this company, and once again:
AWESOME service, fantastic workers, 10/10 efficiency. I genuinely cannot speak more highly of Man With A Van.
Estimated time of work was meant to be 2.5 hours, they did it in an hour and took much more stuff than I'd initially requested, and then charged me $200 less than the estimated quote because they were so efficient and didn't need the whole allotted time.
Thank you for making my moving day seamless!!"
Superb feedback, gents. Jack Tandy has rewards aplenty to bestow upon thee.
Pokerface
All beware Barbara Taipan. King of the weekend hot seat, Dylan Martens, took home the spoils at the 2nd instalment of MWAV Texas Hold 'em Poker on Tuesday due his calculated take down of all opponents.
MWAV Poker night was once again a raging success. Thanks to everyone who partook in the magic of pizza, beverages, banter and classic hits (all courtesy of The Man) in the depot on Tuesday night. The upcoming dates are listed below so register your interest now.
Poker & Games Nights
Tuesday, 10 December: https://forms.gle/Med5DJQKYtMAqyxA6
Tuesday, 7 January: https://forms.gle/FDSSESvPcVMoVjm38
There are also fun up coming Trivia Nights paid for by The Man. Have a look at these dates and register your interest.
Trivia Nights @ The National
Tuesday, 26 November: https://forms.gle/rywrF8bKey1YLvrN8
Tuesday 17 December: https://forms.gle/5PJP5BTsyenieVtM7
Tuesday, 21 January: https://forms.gle/Db3Uvy1NepT3FCHXA
AFLW Tipping
AFLW Footy Tipping is over for another year. Thanks to everyone who took part and for engaging in top shelf water cooler banter. The top place winners are listed below along with their well deserved prize.
1st: Jake Joyce
(67 points) Kouta T-shirt
2nd: Jack Tandy
(66 points) No prize allowed
3rd: Sam Haughton-Greene
(62 points) Super Fancy Belgian Beer
See you all in season 2025 for AFL & AFLW tipping.
Stinky Surveys
With several less-than-ideal customer surveys coming through in the last fortnight, one in particular highlights some common complaints.
"The movers were on time and very punctual. They were both neatly dressed and clean with presentation. Were they efficient? Yes and no.
One of them took a personal call and was on the phone for about 10 minutes and the other one took a giant stinking shit in our toilet without asking us to use the bathroom first and that toilet that he used is actually currently under repair with a leak and now its blocked so our house smells of his shit pretty pissed off by this. I'd suggest the boys to hand out a business card should some random approach them asking for quotes so that they aren't held up making the paying customer have to wait around." 3/5 stars
- If you must use the customer's toilet, please use it at the pick up address as you're about to leave; not the toilet at the drop off address.
- If you must be on the phone during the job, keep it short and avoid standing idle when your customer is within eye & ear shot, as time is very much money in the customer’s eyes.
- We have received multiple customer complaints this fortnight about the working speed of staff. There are times on the job to work quickly to show that you're an efficient cost effective well oiled machine and times in the job to work slowly that show you care about doing your job well and preventing damage. This is a balancing act which is all part of providing top level customer service. You need to choose the right option at the right time.
Flush away
In order to help alleviate the potential issue of leaving an unwelcome housewarming gift for your unsuspecting customer, feel free to download the Flush App™ from your local app store.
It provides a map of all the public toilets in Melbourne along with a rating out of 5 and states if they are wheelchair accessible.
Fatigue Break Policy
As we move into the warmer months of the year, it's worth revisiting some important rest policies designed to ensure we all stay safe out on the road. As always, you can read much much more at The Man's wiki - wiki.mwav.org
When can I take a paid fatigue break?
If, during a move for a customer, you think it is necessary to take a break in order to remain safe and avoid injury, please inform the customer and take a break of appropriate length. You should log a break using the mobile website, so that this break time is deducted from the customer’s final bill. After the job is complete and paid for, please contact a manager to explain the situation. The manager will then delete that break time from your timesheet. A break of this type should be taken whenever it is necessary to preserve your, and your team mate’s, safety.
Paid fatigue break or unpaid lunch break?
You are expected to arrange, and take, a lunch break of 30-60 minutes each day. Logging a “fatigue break” is not intended to be a replacement or substitute for a lunch break.
Typical instances where this may occur
- Any instance where you feel an injury may be imminent if you were to continue
- During hot or extremely hot weather
- When moving a number of very heavy or items with difficult access (ie large tables, multiple 3 seater sofa beds up flights of stairs)
- Late in the day after having already done a number of long or difficult jobs
- Towards the end of a long and difficult job, where you haven’t had the opportunity to rest at any other stage (i.e. the job had minimal driving)
- As a driver on a long distance job, where you have no one else to take over the driving and you can feel fatigue setting in
Heat Policy
As we move into the warmer months of the year, it's worth revisiting some important rest policies designed to ensure we all stay safe out on the road. As always, you can read much much more at The Man's wiki - wiki.mwav.org
What's the problem?
Heat stress occurs when your body is unable to cool itself sufficiently and body temperature rises; when heat is absorbed from the environment faster than the body can get rid of it. Heat exhaustion is a serious condition that can develop into heat stroke. It is the body's response to loss of fluid and salt due to sweating. Heat stroke is a medical emergency, caused by a rise in core body temperature. A person suffering heat stroke becomes confused, and may stagger or collapse. The skin may be either dry or wet.
What should you be looking out for?
Heat stress warning signs may include:
- heavy sweating
- headaches
- tiredness and weakness
- dizziness or fainting
- slurred speech or blurred vision
- nausea and vomiting
- painful muscles spasms or cramps.
What is Man With A Van going to do about it?
Man With A Van will monitor the weather forecast and receive alerts from the Victorian Government Heat Health Alert System
Where the temperature is forecast to exceed 35 degrees, Man With A Van office staff will inform customers that workers may take appropriate breaks to ensure the move is completed without injury. Customers with long moves (ie load up or unload of 2h+) will be encouraged to book to avoid the hottest part of the day (ie 0800 spots).
Where the temperature is forecast to exceed 37 degrees, Man With A Van will, where possible, reserve 25 per cent of afternoon booking spots. This will allow workers to be directed to assist other teams to complete their tasks, and help to ensure earlier finish times.
When can I take a paid heat break?
The same situation as our Fatigue Break Policy. If, during a move for a customer, you think it is necessary to take a break in order to remain safe and avoid injury, please inform the customer and take a break of appropriate length. You should log a break using the mobile website, so that this break time is deducted from the customer’s final bill. After the job is complete and paid for, please contact a manager to explain the situation. The manager will then delete that break time from your timesheet. A break of this type should be taken whenever it is necessary to preserve your, and your team mate’s, safety.
Paid heat break or unpaid lunch break?
You are expected to arrange, and take, a lunch break of 30-60 minutes each day. Logging a “heat break” is not intended to be a replacement or substitute for a lunch break.
Typical instances where this may occur
- Any instance where you feel an injury may be imminent if you were to continue
- During hot or extremely hot weather
- When moving a number of very heavy or items with difficult access (ie large tables, multiple 3 seater sofa beds up flights of stairs)
- Late in the day after having already done a number of long or difficult jobs
- Towards the end of a long and difficult job, where you haven’t had the opportunity to rest at any other stage (i.e. the job had minimal driving)
Golden tickets
Would you like the option of being able to choose your lifting partner and the jobs you do for the day?
Wanna drive out to Kyneton, or down to Phillip Island with your work bestie? Then get your phone out and take some snappy 10-30 second videos.
- There is always a MWAV logo present
- Get creative and quirky, the funnier/cuter the better
- Clear and bright lighting
- Post onto to the Moving McMoveface group on Facebook or email to online@mwav.org
- Please list and/or tag everyone in or involved with the content (list real names please otherwise we can't reward you)
ALL CORRECT UNIFORM AND SAFETY SHOES MUST BE DISPLAYED
Thank you so much! Let's get those Golden Tickets rolling out!
Payment Rules
We have experienced a few instances of crews leaving the drop off without getting money for the job recently so it's worth going over the basics because if we don't get the money at the end of the job, we don't ever get the money.
PAYMENT RULES
RULE #1: You cannot leave the drop off before securing payment.
That is either a EFTPOS or VISA/MasterCard payment, emailing an invoice to a “credit account” customer, or being given the go-ahead by a manager to leave. No cash, No cheques, No Afterpay™, No crypto, No contra.
RULE #2: Do not get payment wrong.
Do not charge too much, do not charge too little. Do not double charge the customer. If you’re unsure about any part of the payment transaction, call the office.
RULE #3: Email the invoice.
Email the invoice to your customer immediately once payment has been received. This is very important.
Rubber Bandits
We go through an astounding amount of rubber moving bands. A few movers have stated that they rarely break and suspect most are left on properties holding doors and gates open.
This is often necessary but it’s important that we get these back. Aside from the cost of replacing the bands, this could also leave us liable to any shit-housery from these doors and gates being left open.
Calling out of hours?
A friendly reminder that if you call the office on 9417 3443 between 6:30am and 8am, ignore the voice prompt telling you we are closed. You can still get through to a human being if you press '7'.
Take The Right Stuff
Take the correct equipment for the correct truck.
If you are taking Dingo for the day, you must take Dingo's phone, Dingo's EFTPOS terminal, and Dingo's white tub.
Do not mix and match equipment belonging to other vehicles as it severely affects organisation, communication, reconciliation of payments.
If something is missing, check in with the Morning Manager instead of going rogue.
The Damage
Damage reports submitted - 14
Claims without damage reports - 0
A solid effort this fortnight especially when it comes to submitting those damage reports. Nice work team!
The Vibe
A rather bummer vibe this fortnight with quite a few stinky surveys coming through. Hopefully things take a turn for the better next issue. 😔
Suggestion Box
Click this: https://tinyurl.com/mwavanon
Suggestion: Thought about this for a while and grew accustomed with it over time, even joined in, but you know, I’m sick of being called a dog, road dog, phone dog, I’m not your pet, I’m not an animal. It say’s human with a van. I feel this needs to change as here in Oz and in many other country’s it’s a pretty big insult to call someone a dog.
Response: That's so fair. This scribe believes it was never said with an intent to belittle or offend but the order has been given to stop using these phrases. We want all members of staff to feel respected in the workplace. Thanks for speaking up to make your voice heard.
Suggestion: If MWAV is serious about saving money, can we please replace Friday beers with a few goon bags? Nothing says "Summer vibe" like pouring a a room temperature glass of Coolabah’s finest as you slide down your second glizzy whilst basking in the dappled sunlight with your lifting besties.
Response: The suggestion is appreciated as it is always worth exploring outside the box but this might be a bit too far. Our workforce may be young but it's not "teenager spinning the hills hoist" young. Continue to enjoy the beers responsibly.
Suggestion: Can we lower our rates? Unsustainable to be cancelling your staff this much. How are we supposed to pay the bills when we lose 2 or even 3 shifts a week? Unsustainable and yet you guys are still hiring new people????
Response: We know this sucks and there aren't as many trucks on the road as we had hoped for but this current quiet period of the last four weeks will not last forever so we are hiring now for our Dec/Jan summer rush. Please speak with Matt and Jack if they can help with shift allocation. There are occasionally shifts available down in Cranbourne as it is growing in popularity so see them if they can deploy you down there.