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RICHARD DAVIDSON, CONTRACT MANAGER, ‘REACTIVE’, TELLS US WHAT ONE DOWNER MEANS TO HIM AND DOWNER CUSTOMER, WELLINGTON CITY We had a situation recently where a tree had fallen down and one of the engineers from the council was having difficulty shifting it. He looked at me and said – ‘you guys, let’s just get it sorted One Downer’, which is what we did. We all talk together, we all have that collaborative attitude and we understand that our customer just wants the problem sorted. At Downer we know we’ve got multiple skills –we’re like a Swiss army knife with a thousand fittings. At one point a customer asked, ‘Richard, can you explain One Downer for me?’ I explained it like this, ‘One Downer is me making sure that my customers, which is you, get what you need by calling on other facets of the business. That’s my job, to make your job easier, by stopping the ratepayers having a go at you. That’s One Downer.’ One Downer is doing whatever it takes. We’re a one-stop solution. We do everything. For example, today I have probably 5 or 6 different departments working for me to resolve our tasks at hand. We’ve got some great processes. You need One Downer and we’ve got it. That means I may not do it solely, but I make sure it happens for by you utilising the other crews within Downer. We’ve got a little picture of a Swiss Army Knife in my office where it sits up on my wall. It shows one attachment for signs, one for sumps, one for road marking and so on. It’s become a bit of a joke between us and our customer – ‘so which one are we going to use this time?’ I keep a miniature Swiss Army knife with all the attachments on my key ring as a reminder. So when I’m with the Council and they say ‘we need to do this, this and this’, I get out the laptop and send off instructions there and then to the crews. What I have done is actually sent instructions to different attachments on the knife. Some of the guys say ‘we’re the knife, we’re not the corkscrew’, but everyone’s got their abilities. Somebody’s a toothpick but no one wants to be the tweezers. Everyone’s got the bits they’re good at and our customer recognises that. Our customer likes the idea of the Downer Swiss Army Knife, it’s been seen in action and they know that it works. 22 / DOWNER / IN BLACK & WHITE


Downer_Magazine_Issue_One
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