August 2012 First new store opening October 2012
t s e w our
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Transformation at The Trusts p2
World Class Service p7
Good Times Guide p10
Great Savings at King Dick's and Local Liquor p11 For more information on The Trusts, visit our website www.thetrusts.co.nz or email us at info@thetrusts.co.nz
West Liquor
our west West Liquor Transformation 2 Why "The Trusts"?
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World Class Service
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Icons of the West
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Don Oliver Youth Sport Foundation 8 What's happening in West Auckland
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The Good Times Guide 10 The Trusts Stadium Fitness 10 Great Liquor Savings
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Big changes are coming out west in the form of a complete transformation of The Trusts. " There's a new name - West Liquor - new logo and new colour scheme, all drawn from the West. We're making the stores attractive, contemporary, professional and customer-friendly. They'll be re-modelled, with big picture windows, good light and a modern new layout" The Trusts CEO, Simon Wickham. Our staff are now trained to deliver a world class customer service and they have adopted a set of values - “customer service, honesty, fun, respect and teamwork.” The product range will be the equal of any in the country if not better than most - with regular, specialised and local products and highly competitive pricing. “This isn’t lipstick on a pig” says Simon Wickham. “We’ve done a huge amount of research asking people what they like and don’t like about The Trusts and the transformation that’s starting now, will show that we’ve been listening and giving the people what they’ve asked for. We were told that being “local is good, but West is best” and; we were to be proud but not too flash. I think we’ve achieved those things.” Mr Wickham says that the new logo has the subtext of “Giving Back” - a sentiment the organisation takes seriously. “We belong to the people of the West and Westies should think of “our Trusts” and be proud of how The Trusts make the West great.
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- a transformation for The Trusts
" We want the shopping experience to set a standard for the whole country. We aim to significantly lift sales so that we have more profits to return to the community as sponsorships and grants. We will support local business initiatives, community initiatives and town centre growth" he says. Mr Wickham says that in addition to the image, products and services, is the fact that West Auckland has relatively few liquor outlets compared with most other communities. “That’s because our community controls how we do business, and that’s what they want,” he says. “What we’re building is The Trusts for the 21st century, a whole new era in which the rest of Auckland looks out here and says ‘the West rocks, I wish I lived there’,” he says. Mr Wickham said a small number of stores will be closed – because they under perform and aren’t an asset to their community - but few if any jobs will be lost.
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It's all about being distinctly, proudly, of the West We were looking for transformation: to create a whole new experience that is clearly and distinctly proudly 'West' and also a market leader for New Zealand. Everything about the new look Trusts - from the name, to the new logo, the new colour scheme, the style and layout of the stores - has been thoroughly researched and market tested. The new colours are the colours of West Auckland: the black sand beaches, the green of the bush, the blue of the sea and sky.
The new artworks on the stores are all drawn from the western bush. The new The Trusts logo also clearly speaks of the West: The big wavy line between the blue and the green is a clear W – for West – or it could represent the iconic Waitakere Ranges, or the thundering surf of the wild west coast.
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Inside, we’ve gone for bright lighting, and modern, minimal shelving with a light and airy look. The look and layout make products and pricing very easy to see. Customers can see over the top of the shelving, meaning they never feel isolated and out of sight. For women in particular these considerations are vitally important to feeling safe and welcome.
The product range will be second to none and feature a specialty area designed exclusively to carry local 'Westie' wines and beers.
New Format
Current Store The fortress look is gone The jail-bars and grilles will be removed and replaced with big picture windows that let passers-by see to all corners of the store. Apart from adding to the overall aesthetic, this too helps people feel that these stores are safe. Night time security will be enhanced with roller doors pulled down and added security measures inside the stores.
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Why "The Trusts"? The Trusts mean that many of the outlets selling liquor in West Auckland are owned by you, the public. In West Auckland, The Trusts own bars, pubs and taverns and you are represented by trustees who you elect every three years and can contact any day of the week. If you don’t like the way The Trusts are operating contact us at info@thetrusts.co.nz. This means you get the service that you think is best for your area. There are two Licensing Trusts serving West Auckland. The Portage Licensing Trust covers from New Windsor to Kelston and the Waitakere Licensing Trust covers from Glendene to Kumeu. These are better known by us all as “The Trusts”. One of the great benefits that the community has demanded over the years – and we have delivered – is that you don’t want a liquor outlet on every street corner and the social issues that we see in many areas of New Zealand, arising from a proliferation of outlets. In West Auckland, The Trusts have 24 retail liquor stores that are licensed to sell liquor to take away. This compares with more than 150 on the North Shore and 180 in Manukau. Is it just coincidence that West Auckland has much less alcohol related crime than say, Auckland central? We think not and a recent Auckland District Health Board paper suggests not. Our research shows that most residents are happy with having a smaller number of conveniently located retail outlets and that we will always manage this situation very tightly on your behalf. Indeed, as part of our new makeover, there’s no question that we may close some outlets if they are not a proper fit with the community.
We've also heard you on funding. You like the large amounts of money that is available to make the West a much better place to live, but not all of you are comfortable that so much comes from gaming. So, one of the major targets for the re-structured business is to grow our profits from our core business, to return more to our community in sponsorships, grants and rebates to local clubs and the like.
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Does that mean more liquor being sold? Not necessarily. We hope to win back market share by more Westies choosing to buy their liquor from us rather than elsewhere. The population will also grow, so there will be more customers in future. We can increase our sales and profits without us selling more liquor per person overall. We run restaurants and the Quality Hotel Lincoln Green, so we look to see these businesses grow as well, and there are areas of business we haven’t looked at yet that we may well develop for your benefit.
The main thing is that our plans mean that we're going to give you the services you want and you'll be proud to say: "those are our Trusts - part of what makes the West great" Simon Wickham CHIEF EXECUTIVE
PS: Despite all the misinformation, we're not a monopoly. We own the public bars and retail outlets and an hotel, and we own some restaurants. But the great majority of licensed cafes and restaurants in West Auckland are privately owned, as are all the clubs and vineyard businesses. So there is choice. We’re just going to make The Trusts so good that you’ll choose to deal with us. If you would like further information please email us at info@thetrusts.co.nz
World Class Service A culture of excellence in West Auckland Walk into a liquor store in West Auckland these days and you can expect world class service. As part of the total makeover of the business, The Trusts have invested heavily in training staff to take pride and pleasure in being of service, says The Trusts Manager of Human Resources Martha Gibbons, who has specified the customer service training and designed the company’s Annual Awards for service. The customer service training was adapted specifically for The Trusts by the world-renown Dale Carnegie Business Group. It is designed to create sales assistants who take pride in being of service and who can help customers and offer each an individual and appropriate level of service. The other key element is product knowledge and our sales assistants attend courses on wine, beer and spirits so they can give knowledgeable service – and advice. “Their job is to be of service; to greet customers and make them feel welcome in a way that helps to make each customer’s day,” Ms Gibbons says. “Our team members have been asked to treat the customer the way the customer wants to be treated. They are also tasked with making the service they give valuable by knowing the products we stock intimately, so that they can offer knowledgeable advice, she says. “When we send people on product knowledge courses they’re expected to come back knowing their stuff. It’s not just a case of sitting in a class room for a few hours – they even get homework,” she says with an infectious grin. “When a customer is having trouble deciding which wine, or beer or spirit to buy, our staff know how to evaluate the occasion – and the budget – and give them great advice. “We invited our people to choose their values and they selected “customer service, honesty, fun, respect and teamwork,” she says. There is also a mystery shopper programme, with external unidentified agents able to walk into any premises at any time, and judge its performance against a set of fairly tough criteria. In part, the emphasis on quality of service is directed at enhancing attitudes towards liquor. The Trusts are not in business to push as much liquor as possible through the door without regard for the consequence. They are aiming to create a culture of excellence - an environment where both the product and customer are treated with respect and maturity, so that liquor is sold with the maximum of pleasure and the minimum of consequences. This training has been matched to an annual Excellence Awards system with 11 category awards and a Supreme Award drawn from among the 11 category winners. Depending on the award, nominees are either nominated by their manager or as a result of being judged against pre-set business and personal performance criteria. Finalists are then asked to submit an entry form answering questions in relation to the category and how they achieved the results. The independent judges then evaluate the replies and choose the winners, based on a very specific scoring system. “It’s a rigorous and demanding process, but there’s a huge team spirit developing with everybody really keen to rise to the challenge to develop leading retail liquor outlets for our community” says Ms Gibbons..
The Award Winners for 2012 are: Retail Store of the Year Outlet Liquor Central Retail Manager of the Year Lisa Gaughan – King Dicks Glen Eden (pictured above right) Retail Person of the Year Charles Folau – The Wine Shop (Pak N Save) Excellence in Customer Focus King Dicks New Lynn (pictured above) Hospitality Venue of the Year Quality Hotel Lincoln Green Hospitality Manager of the Year Richard Czarniecki – The Hangar Hospitality Person of the Year Zephyr Hood – Mainstreet (Nominees pictured above left) Excellence in Gaming Bar 159 Excellence in Customer Focus Icon Restaurant/Bar 159 Business Support Person of the Year Martha Gibbons Values Champion of the Year Grace Ikinofo – King Dicks Westgate Supreme Award Quality Hotel Lincoln Green
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icons west of the
West Auckland has produced an extraordinary number of extraordinary New Zealanders - men and women - who have been unique, outstanding and yes, that much overused word, "iconic". We will profile one of them each month.
Sir Graeme Douglas Knight Companion of the New Zealand Order of Merit, MNZM, FPS – business pioneer, sportsman, philanthropist, a Patriot of the West.
Sir Graeme Douglas was a Te Atatu pharmacist who, in 1967, decided to make a cough syrup and ended up running a $145 million pharmaceuticals manufacturer, exporting to 35 countries, with a knighthood, a major athletics stadium named after him and a massive reputation as a philanthropist and a thorough gentleman. With the support of Lady Ngaire he has been phenomenally generous to the West in many ways, and not least in his belief in the local community. He respects the local people, believing them to provide a high calibre workforce. He also respected the policies of the Waitakere City Council and loyally built his company in Henderson, into the largest local private employer in the city. A member of the West Auckland Business Hall of Fame, and the Fairfax Business Hall of Fame, Sir Graeme has been an inspirational figure to local business and to the politicians who ran and shaped Waitakere City, providing advice and generally championing the West’s good name. His generosity is legendary and there are very few worthy organisations that have not at some time, either beaten a path to his door or at the very least, thought about doing so. He is for so many, the natural “go-to-guy”. He has supported some very major undertakings, including funding for a research fellow for the Neurological Foundation, an MRI scanner for Starship Hospital, the West Auckland Hospice, Medical Air Abroad, the Heart Foundation, the Liggins Institute and the Oliver Smales Memorial Trust. To assist his philanthropy, he has now established the Douglas Charitable Foundation. There’s also the sponsorship of the Douglas Track and Field at The Trusts Stadium, one of the few world-class athletics venues in Auckland. While Sir Graeme would probably have supported this in any case because the stadium has immense community benefit, it brings no little satisfaction to him as a former Auckland representative shot-putter, an age group competitor and supporter of the Waitakere City Athletics Club, in particular its coaching programmes for young athletes. Although he has his own unique place in the New Zealand business would easily have justified an Honour in its own right, fittingly (in our opinion) it was for his philanthropy and services to athletics for which he was knighted. Sir Graeme Douglas, Icon of the West, The West salutes you.
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West Auckland's
young sports stars
at the
Olympic games
The iconic Don Oliver Youth Sport Foundation celebrate 15 years of extraordinary success on Friday, 17th August, by announcing the 16 Don Oliver Scholars for 2012/13 and celebrating the efforts of four past scholars who have just represented "The West" and New Zealand at the London Olympics. For 15 years the DOYSF has been awarding scholarships to outstanding, pre-elite, young sporting talent in West Auckland, aged between 14 and 21 - and watching them go on to honours on the world stage. There has even been yachting world champion among the past scholars. Since the Foundation was created 15 years ago, to honour the late Olympic weightlifter, there hasn’t been a single New Zealand Commonwealth or Olympic Games team without at least one past Don Oliver scholar in its ranks, This year swimmers Lauren Boyle and Melissa Ingram, Football Fern Ria Percival and boxer Alexis Pritchard extended that incredible record at London. Alexis, meanwhile, was one of the first two women boxers to represent New Zealand at the Olympics.
SEPTEMBER/october
AUGUST
What's happening in West Auckland 17 Aug
18 Aug
21 Aug
22 Aug
Don Oliver Youth Sport Foundation Awards Dinner
Auckland Rugby League Grand Finals The Trusts Stadium
Wriggle & Rhyme Avondale Library
Wriggle & Rhyme Blockhouse Bay Library & New Lynn Library
23 to 26 Aug
24 Aug
25 Aug
28 Aug
29 Aug
Henderson International Squash Open, Henderson Squash Club
Immanuel Christian School Cross Country Craigavon Park
Alternative Painting Techniques 10.00am 4.00pm, Corban Estate Arts Centre
Wriggle & Rhyme Avondale Library
Wriggle & Rhyme Blockhouse Bay Library & New Lynn Library
31 Aug to 30 Sep
1 Sep
1 Sep
2 Sep
6 Sep
Past, Present, Future 10.00am - 4.00pm, Corban Estate Arts Centre
Schools Trash to Fashion Showcase, 7.00pm 9.00pm, Corban Estate Arts Centre
Paste Fires, Future Light Shed 1, 7.00pm, Corban Estate Arts Centre
Swanson Station Markets 8.00am - 12pm, Swanson Railway Station
Phase 1, Heat Night 7.00 pm, Corban Estate Arts Centre
7 Sep
8 Sep
9 Sept
9 Sep
28-30 Sep
Phase 1, Gala Night 7.00 pm Corban Estate Arts Centre
Word Up , Shed 1, 7.00pm - 10.00pm, Corban Estate Arts Centre
Corban Estate 10 Years Anniversary Celebrations, 10.00am - 4.00pm, Corban Estate Arts Centre
Unitec Run Walk Event, 8am - 1pm, The Trusts Stadium
Festival of the Legends of the Moon
28 Sep
29 Sep
30 Sep
1-5 Oct
14 Oct
Rongoa – Maori Moon Legend, New Lynn Community Centre
The Moon Festival, New Lynn Community Centre
Launch of the first New Lynn Market
World Roller Figure Skating Championships, 8.00am - 11.00pm, The Trusts Stadium
Waitakere Charity Half Marathon & Fun Run 8.00 am - 12pm, The Trusts Stadium
A new market and festivals for New Lynn The last weekend in September is going to be a big one in New Lynn with a weekend dedicated to Legends of the Moon. The two day event (Friday 28 through Saturday 29 September) will include two festivals and the launch of the New Lynn market.
Also on the Saturday, the Whau Local Board and the Henderson Business Association will launch the long-awaited New Lynn market.
Organisers say that the long running Moon Festival, has begun to develop some unique local traits. It has morphed from solely Asian traditional cultural forms, to encompass new ideas, crosscultural participation and fusions. From this came the decision to create a celebration of all the “Legends of the Moon” that are to be found around the world, in a uniquely West Auckland event. The result this year is a Maori festival built around the legend of Rongoa, to be held on Friday 29 September and the Moon Festival on Saturday the 28th. Both are to be held in the New Lynn Community Centre. Images from the 2011 Moon Festival
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The
Happy Hour
Good Times
Enjoy $5 drink specials every day from 5pm to 7pm.
Carlsberg Pool Night
Every Thursday night at 8.30pm, $5 entry fee, the first 16 to pay are the 16 to play. Prizes for 1st and 2nd, $5 Carlsberg Stubbies during competition.
Guide
Texas Hold'em Poker
Every Friday night from 7pm, it’s free to play.
Saturday Night Karaoke
Starts from 7pm on Saturdays, bring the team and check out who’s got talent!
All Blacks Live on the Big Screen!
Live matches Saturday the 18th of August All Blacks vs. Australia from 9.30pm and Saturday the 25th of August All Blacks vs. Australia from 7.30pm
The Good, The Bad, The Sexy
Every Saturday from 9pm, the best DJ’s we could catch with their most prized collections of house music.
Fish & Chip Fridays
Just $10 for a great Friday lunch.
Missing Time Thursdays
Sweet Tooth Tuesdays
DJ Karn Hall laying down the tracks from 9pm to late, a perfect weekend warm up!
Smile, all desserts are half price every Tuesday.
Quiz Night Wednesdays
Bring your team, starts at 7.30pm, up to $1,000 in prizes to be won each Wednesday
Quiz Night Wednesdays
Every Wednesday register from 6.30pm quiz starts at 7.30pm, free entry, max 8 per team, great bar tabs and spot prizes to be won!
Comedy Night
Thursday 30th August, from 8.30pm, laugh yourself silly!
Mark James Live and Acoustic
Backstage @ BlackSalt
Chill-out from 7 pm Friday The 24th of August and Friday the 7th September.
Friday 17th August, live bands going hard from 8 to late.
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