Whistl Brand Booklet

Welcome to Whistl.

Our unique brand.

There are many types of whistle – train, referee’s, penny, dog and wolf amongst them. But there’s only one Whistl, and that’s us. Since our MBO in 2016, we’ve strengthened our position as the UK’s second biggest postal operator whilst growing our presence in the broader delivery management arena. Today, as well as UK market- leadership in DSA mail and doordrop media, we’re making

great inroads into the parcels and fulfilment sectors. In no small part, that’s down to our people. Whilst our customers expect us to have efficient processes and robust systems, ours is a tale of the unexpected: a delivery management company with entrepreneurial, energetic and engaging people – in all our offices and throughout our depot network.

The markets we’re in are hugely competitive.

Our brand – and that includes our unique brand of service – is what distinguishes us from the competition. And it’s formed, shaped and sustained by our people.

Our brand DNA.

Mission

Principles

Practices

Here’s what makes us tick – the why, what and how of Whistl.

To grow by doing a great job, with can-do people working efficiently to deliver exceptional service

We’re on a mission

Principles What we believe

Every customer should have a choice: every colleague should have an opportunity. We aim to do things differently in the markets we’re in – providing real choice for customers and consumers. We also believe all colleagues should be given every opportunity – and trained and developed to seize them.

Act with a can-do attitude At Whistl, we’ll always try to find a way. We never say no if there’s a chance of yes, and we believe challenges are there to be overcome. We think – and act – positive. Do the right thing For our people, that means working as part of a team, supporting colleagues, respecting them and sharing knowledge. As a company, internally it means looking after our people, recognising their contribution, and helping them progress. While with customers, it means everything from fair pricing to transparency, straight-talking to straight-dealing.

Practices How we act

Think as part of the team All that stuff about teamwork is true – working together works best. That applies to all of us here at Whistl, but nowhere is this more evident than in our relationships with our delivery partners. We are all interconnected, we share common goals and collaboration is the way to reach those goals.

Our sound.

Upbeat We’re energetic and positive, cheerful and constructive. Our enthusiasm is contagious, but always tempered by empathy and realism. Engaging Our aim is always to build an affinity with our customers and delivery partners. Whilst what we do is not always the most interesting of activities, we are an exciting and innovative organisation that is both responsive and easy to deal with.

How often have you looked at a website and thought ‘they sound like a good company’. Our ‘sound’ is how we communicate: how we talk, how we write and what we actually say. We’re not about blowing our own whistle. We’re about understanding our audience and connecting with them.

Here’s how we sound.

Personal We are not faceless – our

business is all about our people. We are a challenger brand and we want our personality to shine through. We are not slow and bureaucratic, with a party line and formulaic response. We listen to our customers and colleagues, understand their needs and act to satisfy/exceed them.

Our promise.

We’re a very flexible lot, but one thing’s set in stone. Our customer promise. Together with our practices, it steers us through the working day – ensuring our customers experience the level of service that binds them to us.

Quality first Reliability, dependability and a quality service – central to everything we do for you.

Easy to work with We work hard at making sure it’s easy for you to use us, to get hold of us and to get on with us.

Thinking of you Before we think, speak or act, we put ourselves in your shoes and do what’s right for you and your business.

The human touch Expect happy and helpful, willing and able. Can-do is in our DNA.

The right thing We’re open and honest, straight and clear – doing the right thing.

Whistl UK Ltd Meridian House Fieldhouse Lane Marlow Buckinghamshire SL7 1TB

Tel 01628 816772 Email [email protected]

www.whistl.co.uk