the official newsletter of Murphy USA May 2012


IMPORTANT DATES May 19


Payroll Due


May 25 Pay Day! May 28


Memorial Day Holiday for Cashiers, Assistant Managers, Managers, and Home Office


June 2


Payroll Due June 8


Pay Day! June 16


Payroll Due


Letter from the President “Would you like to join us for a FISH! lunch on Thursday?” Scott Hill asked me as he passed by my desk recently. As many of you know, Scott is a team leader in our National Support Center and I have to say, the idea of some fresh catfish appealed (I’ve found that ‘fish’ almost always means catfish in the south). Not this time, though. A FISH! lunch turned out to be a team building exercise in our Home Office parking lot and was based on the principles of the motivational book of the same name.


The basic themes of the book are: Play - Have fun and make our customers feel as though they can have fun too. Make Their Day - Make eye contact and make your customer your main focus. Be Present - Give your full attention to your work and those around you. Choose Your Attitude - When you wake up in the morning, you can choose to be positive and friendly for the rest of the day rather than mean and surly. You can!


For our National Support Center, their customers are our Cashiers and Managers in the field and this was their way of helping themselves deliver great service. One of the key takeaways was to listen closely and not to presume that you know the answer before the caller clearly describes their problem.


I share this not to celebrate how customer focused we are, but rather to celebrate the empowerment and attitude of our National Support Center. This special event was created for the Center by the Center.


In the early years of the National Support Center, we visited


other top call centers to find out “what good looks like”. Now when we visit those centers, we find that we match up pretty well, but we’ll never stop exploring ways to be even better. We also host tours of our Office and we always hear ‘Wow! What a fantastic atmosphere!’ I know that they are thinking of our Support Center when they say that.


This is just one more example of the special culture we have in our Company and whether it’s in the field or here in El Dorado, we are all working the best we can to be the best we can.


“We are Murphy USA!”


Do you have a question for Tom? Here is your chance to ask! Email questions to Britney_Boroughs@murphyoilcorp.com. He will be answering them in upcoming editions of the newsletter.


Tom


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