FINAL SIP

Know thyself, know thy customer.

It's an old saying but it still holds strong today. In a very broad sense we want to make MELBA an important layer to our loyal locals lives. Customers are always drawn to brands they can see themselves in. It's our job as a team to deliver this through our overall MELBA brand experience. Not everything has to hit the mark exactly with everyone, that would make for a very bland brand. Delivering who we know we are will magnetically attract our ideal customers.

This handbook is a great start to letting you know who we are based on years of trading and getting to know who our MELBA customers are too. Basically, if you don't know who you are, you can't know who your customers are - so use this handbook as your guide to who we are and what we are trying to achieve as a unified yet localised brand.

Although we are a profitable business, and we treat the serving of quality product to our customers seriously, it is also a place that we as a diverse team inhabit for many hours a day. The work environment should reflect what we want our customers to experience; a relaxed, friendly environment, familiar and accessible, positive and relevant - "a place where I feel I belong and the people actually know me by name."

At MELBA we also believe that everyone at every level adds value to a successful organisation. People matter, so please don’t hesitate to contribute, find your voice and communicate in a caring and respectful way. As part of our organisation constantly evolving and getting better, we want to support you to up-skill and improve too. If there is any area of your job you wish to understand better or get more practice / training in, please don’t hesitate to talk to your team leader.

Well, the time has come…

Hopefully this small journey has been helpful to you and your understanding of the MELBA brand and experience. It’s now up to you to carry the MELBA torch, support the MELBA family by using the MELBA Family Fabric as a basic guide and to have a little fun.

Stay humble, keep our customers comfortable and always always ask, how am I enhancing this ‘Local Legacy’ today?