Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.

Example: ABC Motors was established in 1983 in Swan Hill. It specialises in brake and clutch services, and radiator repairs. Customers include local motorists, along with other automotive businesses, for which we conduct work on a sub-contract basis. The business currently employs seven staff, including a part-time bookkeeper and a second-year apprentice.  (51 words)

During 2018 did you implement, maintain &/or enhance:
1. written workplace policies?
2. workshop equipment?
3. IT hardware &/or software?
4. improved efficiencies through workplace design &/or layout?
5. any continuous improvement strategies?

Explain your business’ development achievements and provide specific examples.
You can expand on any of the above topics or list items like workplace accreditations/certifications or any accomplishments. For example, you achieved a financial milestone, implemented new accounting software, or introduced a more efficient operating system. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors keeps written policies on staff inductions, workplace behavior and social media use. Staff expectations, such as working hours, comfort breaks and good customer service are posted in the staff kitchen and are emailed to new staff members. We recently changed the floorplan to ensure safer vehicle movement and a more efficient workflow. Our new accounting system saves three hours per week, which allows our bookkeeper to also perform some secretarial services. Our second-year apprentice recently won a World Skills award for mechanical repair.  (85 words)

During 2018 did your business provide, maintain &/or improve on:
1. access to written workplace safety policies and procedures?
2. a consultative mechanism for a system allowing employees to voice health and safety matters?
3. training on plant, equipment and systems of work?
4. an emergency management plan, equipment and training?
5. a policy regarding sustainable practices in order to minimise the risk to the environment?

Explain your business’ workplace practices and provide specific examples.
You can expand on any of the above topics or list items like staff accomplishments, the maintenance of a safe and organised workshop, or any training undertaken. For example, provision of first aid training, designated no-go areas, health and safety policies and briefings, provision of spill kits, recycled water, or solar panels. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has clear expectations of staff and customers concerning workplace safety. A detailed safety handbook is given to each new employee and a hardcopy is available in the staff kitchen. We have two staff trained in first aid by St John Ambulance and they receive refresher courses every 12 months. We recently purchased a new hoist and all staff members received training on its safe operation. ABC Motors has a fully equipped first aid kit and maintained fire extinguisher, and we have solar panels and use recycled water when washing customer vehicles.  (93 words)

During 2018 did your business:
1. execute a customer attraction &/or retention strategy?
2. provide itemised and transparent billing &/or customer advice?
3. provide collected customer feedback to staff?
4. have a customer complaint process?
5. have a customer friendly reception &/or service area?

Explain how your business delivers superior customer service.
You can expand on any of the above topics or list items like customer retention strategies, complimentary benefits, or a customer loyalty program. For example, the provision of customer pick-up/drop-off services, providing an online booking system, or conducting customer surveys. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has an up-to-date customer database, which grew by 12 percent over the 2018 calendar year, We also have some customers who have been with us for 25 years, We attract new clients by offering referral discounts and every new customer receives 15 percent off their first service. We wash all customer cars for free and put a box of branded mints in their gloveboxes. We respond to all questions on our Facebook page and website within 24 hours and if there is a complaint I call personally to sort out the problem. Our website features a mobile-friendly booking page.  (101 words)

During 2018 did your business:
1. improve or enhance the presentation of its premises?
2. create, maintain or update a company website?
3. advertise its products &/or services?
4. conduct social media &/or local innovative marketing activities?
5. measure its marketing and communications activities?

Explain your business’ marketing and communications activities and provide specific examples.
You can expand on any of the above topics or list items like communications strategies, marketing collateral, or community-facing activities. For example, conducting customer information nights, writing a newsletter or blog, or providing sponsorships or donations to the local community. Your overview can be submitted in written format (200 words or less) or as a video or audio recording (two minutes or less).

Example: ABC Motors has a written marketing strategy and a dedicated budget that is reviewed each financial year. During 2018 we began writing a blog on our website and Facebook page and we conducted two very successful customer information nights where we demonstrated basic vehicle maintenance and how to change a wheel. ABC Motors sponsored the Swan Hill Giants AFL team for the 2018 season and we provided five ‘free brake safety checks’ for the Swan Hill Primary School raffle. We advertise our service and weekly special in the Swan Hill Gazette.  (91 words)

BUSINESS MANAGEMENT
Provide by uploading supporting documentation. For example, copies of policies, workflow plans, certifications, etc.

WORKPLACE PRACTICES
Provide by uploading supporting documentation. For example, photos/scans of manuals, policies or check-lists, etc.

CUSTOMER SERVICE
Provide by uploading supporting documentation. For example, photos/scans/recordings of billing methods, on-hold telephone messages, customer surveys, etc.

MARKETING & COMMUNICATIONS
Provide by uploading supporting documentation. For example, photos/video of your business’ facade, workshop reception, customer lounge, customer parking area; or a copy of your marketing plan, etc.