PDF version - Phillips 66

JET News Views People
Building
brands for
global
growth...
Andy Viens, President,
Global Marketing, takes a
look at the key role of
marketing in our business
...in this issue
Taking it to the MAX
An attractive 2 for 1 offer
Heltor Skelter
Immingham hub-book
Jet climbs high
Issue 15 Spring/Summer
fuelling the local community

Maintaining
Cover story
Global
Marketing
Reinvigorating our Brands
Several years ago, US Marketing recognized the need to
build its three fuel brands regionally to capitalize on the
localized market strength of each brand. The goal of this
process was to tap into what consumers knew and loved
about 76, Conoco and Phillips 66, in order to build brand
value that would drive volume.
In 2009, the new 76 campaign ‘We’re on the driver’s side’
aired in the Portland, Oregon and Seattle Washington
markets. The campaign brought a fresh point of view for
this category and for 76, emphasizing that the most
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Wholesale Marketing plays a key role across the world in
securely placing refinery production, protecting and
developing brand value, managing the sale of products,
and interfacing with our customers and consumers. So,
when asked to write about US Marketing focus areas and
challenges for a UK and Ireland based magazine, my first
thoughts were that the challenges we face in US
Marketing are not unique to one part of the world. In our
worldwide marketing organization, we must focus on
developing brand strength, responding to external
pressures, being efficient with costs and operating safely,
no matter where we are.
Focusing In
Growth is a major focus for US Marketing. As markets
have become over-supplied with products, the strategic
value of Marketing increases as it creates a reliable
placement option for our refineries. In the last two years,
significant strategic reviews have been completed on the
majority of our US refineries. These reviews have
resulted in higher integration targets than currently exist
and are therefore driving significant growth goals for
Marketing over the next five years. These growth goals
are a challenge but it’s always more enjoyable to be in a
business that is growing and US Marketing has the
people in-place to meet this challenge.
Similarly in Europe, we face a market place that is both
over-supplied and highly competitive. It is imperative
that we continue to leverage our strengths and build
effective working relationships internally, as well as with
our suppliers and customers, to secure placement for
products coming out of our Whitegate and
Humber refineries.
important thing in the car is the driver, not the fuel. It
attempted to bring fun and personality back to the
fuelling experience. Since the launch, customer and
consumer response has been positive. In May 2010, the
new campaign will run for the first time in Los Angeles,
California.
The new Conoco campaign work began in 2009 with the
finished product launching May 2010 in Denver,
Colorado, Spokane, Washington, Billings, Montana and
Springfield, Missouri. The new campaign seeks to bring a
unique angle and a humorous perspective to reinvigorate
focus on the benefits of Conoco gas for the car.
The Phillips 66 re-launch is in the beginning stages and is
scheduled for 2011. The current focus has been on
capturing the essence and equity that Phillips 66 has
historically brought to the table and using that as inputs
for reinvigorating the brand message for the modern
consumer.
Ultimately, we believe each of these efforts to reestablish
the brands as market leaders will contribute to
long term brand strength and overall volume growth in
the coming years.
Lubricants
A significant focus for Lubricants over the past 18 months
has been around development, launch and rollout of the
proprietary Liquid Titanium® additive in branded heavy
duty engine oil. Lubricants identified a market need and
offered customers industry-leading diesel engine oils
with an exclusive additive that provides value, added
performance and engine protection.
Following extensive research, surveys and vehicular field
fleet tests in a variety of diesel engine types, Lubricants
rolled out Guardol ECT® and Kendall Super-D XA®, both

with Liquid Titanium. Liquid Titanium strongly bonds to
metal surfaces at a molecular level, adding an extra layer
of protection to further reduce wear on critical engine
parts and help extend engine life. Customer product
acceptance led to a six percent increase in branded diesel
engine oil sales and, in a market where demand has
fallen 8-9 percent, resulted in meaningful market share
growth for ConocoPhillips Lubricants. More recently,
Lubricants has expanded the proprietary Liquid Titanium
additive to the Kendall Motor Oil passenger car line,
thereby further leveraging the additive to grow market
share in the automotive segment.
Costs
Costs continue to be a challenge within Downstream
Refining and Marketing. The margin challenges we face
every day, and the uncertain economic environment,
demand that costs are always highlighted on our radar. I
challenge each employee to be disciplined with spending
and continuously look for efficiencies within the business
to drive costs down and productivity up. We have been
challenged in 2010 to bring our costs down and I have
the confidence that we can reach these targets without
impairing our other targets of safety, volume and
building strong customer relationships.
our marketing focus
Facing Challenges
Increased fiscal take, climate change policy uncertainty,
additional regulatory burden, fuel specific mandates, and
geopolitical risk are some of the major challenges in the
political environment facing our company around the
world. When I look at those challenges from a marketing
perspective, many of them have a serious effect on what
we do and what we will do in the coming years.
Climate Change Policies
Climate change policies and fuel specific mandates are
two challenges that will continue to have significant
impact on our business. Strategically responding to
meet renewable product blending obligations, required
in the United States’ Federal Renewable Fuel Standard
and Europe’s Renewable Energy Directive, will be critical
especially as obligations increase in the coming years.
Hurdles for meeting our obligations will continue to
arise, including State-level fuel mandates in the United
Sates that conflict with our ability to generate offsetting
credits. With this high level of external
uncertainty, we must be agile in our response. As we
explore opportunities to increase the percentage of
renewable products blended into motor fuels, there are a
myriad of issues involved in meeting blending
requirements, including product liability, production and
logistics constraints, as well as customer and consumer
acceptance.
Safety
Keeping our people safe and able to return to their
families is a challenge and focus that is constantly before
us. From Lubricants plants, to retail contractors, to office
employees, the goal is zero injuries. No matter how the
challenges and focus areas change, safety is always the
top priority.
Across all areas of Marketing and in all sectors of the
globe, we need to continuously raise the bar of
performance to remain competitive. If we
focus on doing the basic things right -
operating safely, being disciplined in
our cost structure, and delivering
customer service that enables
growth - we will be better able to
effectively and efficiently meet
the external challenges that we
face.
Another ‘bumper’
edition of In Touch
rolls off the press, packed
with what’s happening in
the world of Jet and
ConocoPhillips, which I hope you
find interesting and informative. I’m
always keen to know what you think of In
Touch, so please let me have your comments,
along with any news and stories we can publish next
time... and have a lovely summer!
Call me on 01926 404967
or email me at judy.green@conocophillips.com
Welcome
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Specialty
products
update
Aviation
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high-lights
As the Aviation world slowly begins to recover from the
recession, which has had a significant affect on the industry, hitting it
harder than many others, In Touch takes a look at how Jet have not only
maintained, but strengthened their position in the marketplace with the
help of Dave Everett, Marketing Manager, Specialty Products.
“As part of a strategic review of our business, which started back in 2008,
we have been assessing every aspect of our business to enable us to be
dynamically placed to adjust to what our customers need, when they
need it in the future. It is crucial that we keep our supply chain efficient,
maintain volume from our key locations and keep our core customer
base.
Recently, we have moved our focus away from an operational one to a
more marketing and supply led position; case in point at Leeds Bradford
International Airport. We have reduced our asset ownership with the
airport themselves taking over the tank farm. With our joint venture
partner, BP, ceasing operations at the airport, we have moved from a joint
venture operation to a sole supplier position. Whilst this position is
unlikely to continue indefinitely with additional suppliers showing
interest in LBIA, we can be proud of the considerable efforts successfully
made by our customer support group and supply department to keep
the airport operational following Air BP’s departure, and maintaining
continuity of supply during a very challenged period. During our sole
supply tenure, from July 2009 to date, we have not had any outages of
product and we have further reacted to some very challenging
requirements around the repatriation of airline customers in response to
the recent volcanic ash cloud scenario.
Our supply chain is crucial to the success of this new operation and we are
ideally positioned to do so with nearby Misterton and Teesside terminals
offering robust continuity of supply.
At Newcastle airport, Jet have gained new business from Thomson
Airlines and have also retained our sole supplier status at Teesside and
Robin Hood Doncaster Sheffield, as well as adding volume from easyJet
at the same airport.
Looking at the Aviation portfolio in general, we continue to market
actively at five core locations: Belfast International, Robin Hood Doncaster
Sheffield, Teesside, Newcastle and Leeds Bradford International. We are
looking to further develop these relationships to maximise our business
opportunities, as well as taking a strategic look at other locations, some
of which we have previously supplied and, due to commercial decisions
on either side, have moved away from. At the moment the Aviation
industry is very much a movable feast, with things changing rapidly.
Therefore, we must broaden our contacts and foster them so that if
market conditions dictate, we have the relationships and ability to move
quickly to service any new customers who come to the fold.
I think we find ourselves in a prime position to adapt to further changes
in the marketplace with a strong supply chain from our core locations,
coupled with a flexible, adaptable outlook tailored to the ongoing needs
of our customers.”

In Touch talks to Dave Everett, to get an insight
into the highs and lows of a challenging year in
the Aviation industry, and how Jet is helping
fuel the recovery...
Dave Everett
Marketing Manager,
Specialty Products
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Marine goes paperless!
ConocoPhillips Marine is switching from paper to electronic invoicing on 1 June 2010.
ConocoPhillips has invested heavily in CPNet, our bespoke Extranet service which keeps customers up to date with
ConocoPhillips’ business 24 hours a day and includes many tools designed to make our customers’ administration easier and
faster. As part of CPNet, there is an electronic invoicing solution, giving customers extra flexibility to retrieve, print and
download invoices. Online retrieval of invoices is now widely used by other areas of our business and ‘Marine going paperless’
supports our commitment to achieve this progressive move, which we think benefits ourselves, our
clients and, of course, the environment.
Benefits include:
• Increased speed with which customers can retrieve invoices, typically less than 24 hours after delivery.
• Access to copy marine delivery tickets within 24 hours, via a link from within the relevant invoice.
• Significant cost and time saving across ConocoPhillips relating to printing and administration.
• Positive environmental impact

deals &
dealers
Taking it to the MAX
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Jet recently re-launched its engine oils as the JetMax range,
which is designed to easily clarify their performance and
applications to help drivers choose the right product. As
well as giving the range a fresh look, Jet introduced a new
product – JetMax Pro 5W30 - and replaced the existing
four litre bottle with five litres, at no extra cost to the
consumer.
Having taken the decision to switch lubricant suppliers,
it was a natural move for Jet to revise the existing
range in order to be innovative and keep pace with an
ever-evolving industry. The vibrant and eye-catching
packaging has been designed to make the products
not only stand out on the shelf and from the
competition, but also enable drivers to quickly pick
out the right product.
Within the first few months of the launch, there has been a
significant increase in the number of sites stocking Jet
lubricants, which is a great endorsement of the new range
and we are looking forward to seeing JetMax sales soar!
JetMax is supported by a range of point of sale tools and
informative literature to ensure staff and consumers are
knowledgeable about the products’ usage. There’s a clear
hierarchy of product performance and each product’s
attributes are clearly and concisely presented.
Sharon Morrow of Retail Services comments:
“Today’s vehicles are demanding engine oils that need to
work a lot harder for much longer in their modern, high tech
engines. JetMax currently consists of four different products
that covers in excess of 70 percent of the lubricant
requirements for modern day vehicles and we continue to
work closely with our new supplier, enabling us to reassess
the existing range to develop offerings that will add value for
its customers. Having seen the really positive response from
dealers when we previewed the new range, we couldn’t wait
to get JetMax to our forecourts.”
Engine oils from Jet comprise JetMax 15W40, JetMax Plus
10W40, JetMax Plus Diesel 10W40 and the latest addition -
JetMax Pro 5W30, which is designed for the more high
performance vehicles, in particular Ford. And there are
plans ‘afoot’ to extend the range with a 5W40 and other
high performance engine oils.
Welcome to Crosspool
Crosspool Filling Station on Manchester Road, Crosspool, Sheffield, has recently re-branded as Jet and has already seen a 20 percent increase
in custom.
Keith Gratrix, owner of Crosspool Filling Station, chose to make the move to Jet because of its keen pricing strategy and commitment to offering
a friendly and efficient service to its customers.
“As a local business that places great importance on serving the local community, we aim to offer customers the best possible prices for fuel.
We regularly check our prices against competitors’ and the move to Jet has allowed us to provide our customers with an even greater value for
money service,” said Keith.
As well as a newly-branded forecourt, Crosspool also has a modern shop plus vacuum, gas and air facilities. In addition, it is also offering
JetCard to business customers, an ideal tool to help them take control of their fuel costs.

Bridgehouse’s new store’s
a ‘knock-out’
Local boxer and former World Boxing Organisation (WBO)
Cruiserweight World Champion, Johnny Nelson, helped Jet garage,
Bridgehouse Service Station on Renishaw Hill, celebrate the
opening of its new convenience store on Tuesday, 20 April.
The forecourt shop re-opened its doors following extensive
expansion, quadrupling the shop size from 250 to 1,000 square feet
and providing the local community with a much wider selection of
essential products and services.
To help celebrate the new shop launch, Johnny Nelson
'cut the ribbon’ at 9.30am at Bridgehouse,
along with service station owners,
Karon and Pete Swinden.
The new shop at Bridgehouse now offers a ‘bake & bite’ in-store
bakery and an off-licence. The Service Station also offers an MOT
testing bay, which is part of the Good Garage Scheme, a registered
directory of trusted local independent garages for car servicing.
Karon Swinden, Bridgehouse owner, said: “We are very excited
about the new shop and facilities. With the large amount of
passing trade we receive from motorists on the M1, we are often
asked about services that we previously could not offer when we
had just the small kiosk shop. Now we are fully equipped to provide
a full range of general supplies and motoring services to both the
local community and passing trade. From the reaction we’ve had so
far, it seems that our customers are as thrilled as we are.”
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Jet’s moving to
‘topspot’...or should we
say Topspot is moving to Jet!
Four Aces in Wardley and Marske Services in Marske-by-the-Sea, part of the Topspot group, have chosen Jet as their
new fuel supplier. Both garages have been an integral part of the local community, fuelling their needs for over
half a century. The garages recently revealed their distinctive new look and have already seen an increase in
footfall.
Barry Eastham, Director, chose Jet because of its competitive prices, the strong emphasis it places on delivering
friendly, local service and the support it offers to all its sites. As well as bright, newly branded forecourts, Four
Aces and Marske also have well-stocked convenience stores, jet washes and sell bottled gas. In addition, they
are also offering JetCard to business customers, an ideal tool to help them take control of their fuel costs.
“As a business that places great importance on serving the local community, we were particularly drawn to
Jet’s community-centric ethos and low pricing strategy,” explained Barry Eastham. “We are delighted with
the new forecourt and from the feedback we have had so far, so are our customers.”

deals &
dealers
Service, Standa
2009 aim hi awards
Congratulations to everyone who participated in last year’s Aim Hi
programme. The year ended with a high number of sites receiving
vouchers in recognition of their continued commitment and
enthusiasm to the programme over the 12-month period, helping
to raise standards and service across the network.
The Aim Hi Winners competition took place in February at the
Welcombe Hotel in Stratford-upon-Avon. The six regional winners
were invited to attend a celebratory dinner to receive their
individual awards. They were:
The top six sites had
already submitted their
individual accounts of
why they deserved to
be the overall winner.
Geoff Patching, Retail
Sales Manager,
expressed Jet’s thanks
to everyone for their
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• Woolmer Service Station
• Prospect Garage
• Springbank Service Station
• Brobot - Waddington Service Station
• MRH Country
• Four Cross Garage
total dedication in striving
for excellence in their
individual businesses and
for always going the extra
mile, reiterating the fact
that “everyone here is a
winner!”
The judging was extremely close but the accolade was awarded
to Woolmer Service Station for their passionate, committed and
professional approach to customer service and standards.
Due to the exceptionally high standard of entries, special
recognition was also given to Prospect Garage who were
presented with a ‘Highly Commended’ award for their
outstanding results.
Above:
NATIONAL WINNER
Dave & Jackie Auger
(Woolmer Service
Station) with Stefan
Wulkan (Manager - UK
& Ireland Marketing)
and Geoff Patching
(Retail Sales Manager)
Middle:
HIGHLY COMMENDED
Suleman Patel &
Naeem Pathan
(Prospect Garage)
Aim Hi Regional Winners with
Patrick Hudson (Marketing Manager - Retail)
Of course, we hope to see further improved standards and service
with the introduction of the 2010 programme,
Aim4Success...watch this space!
‘Starthill’ fuels St Teresa’s School’s Easter Egg Hunt
To celebrate the last day of term before the Easter break, St Teresa’s
Catholic Primary School in Rochford held an Easter Egg hunt for all
of its pupils with 200 chocolate eggs as prizes, donated by Jet
garage, Starthill Service Station on Ashingdon Road.
The event, which was held on Wednesday, 31 March, was organised
with the help of FOSTs, Friends of St Teresa’s group. Sue Childs, chair
of St Teresa’s Parent Teacher Association, said: “The Easter Egg hunt
was a lovely treat for the children and a great way to end the term
before the Easter holidays. We are very grateful for the eggs that
have been donated; it shows a great sense of community spirit.”
The children were given the task of finding silver star shapes
around the school and received an egg for the stars they found; a
fun-filled way to end the term.
Siva Kumarasamy, owner of Starthill Service Station, said: “We
donated eggs to St Teresa’s School last year and wanted to help
again this year to get the school holiday off to a good start. Being
a local garage, we like to be involved in projects such as this and
help where we can.”
‘eggstravaganza’

ds and Success!
Excellent standards and service are vital to guarantee a satisfying customer
experience and keep ahead of the competition. It is our goal to achieve this across
the network as a mark of the Jet brand and the 2010 programme has been designed
to build on the high standards already in place and challenge new areas of focus.
This year sees a change to the existing Aim Hi Standards and
Service programme. Aim4Success began on 1 March 2010 and
consists of four key elements.
Standards and Service focuses on brand assessment with an
appraisal of the forecourt area infrastructure such as pumps,
canopy and pole sign; coupled with the shop, staff appearance,
safety and customer communication.
Another important element of this
section is ensuring that Point of
Sale is current and properly
displayed.
training training
standards & service
aim success
safety pr
safety
Safety is paramount in the running of our
business and for all Jet Dealers. As in
previous years, sites will be scored on
various safety criteria including audits, risk
assessments, site defects and the
completion of contractor audits to ensure
high standards of Health and Safety are
constantly maintained.
pr
The Jet Retail Detail Training programme continues this year,
with a variety of modules to be completed on CPNet. In addition
to sites earning points towards their overall score, individual staff
will also have the opportunity to receive vouchers by being the
first to complete the training in each of the Regional areas.
After the success stories of 2009, PR has become part of the
Aim4Success programme. Each site will be expected to show at
least one example of PR activity this year, such as a press release
or press cutting for published stories. Our PR company, Prova, will
be available for advice and assistance and Dealers can also make
use of the PR toolbox facility that is available via CPNet.
There are rewards for every Dealer meeting the points criteria, as
well as Regional awards and an overall winner’s prize. In
addition, higher levels of standards and service have been shown
to improve the customer experience, boost sales and increase
staff motivation.
Such a positive outcome can only be good news for Jet, its
Dealers and our customers.
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£100 Free Fuel winner
Glendale Service Station, on Croft Road, Nuneaton, celebrated its recent refurbishment with an ‘Open Day’ on
27 March, giving customers the chance to win £100 worth of free fuel. The site has recently undergone an
extensive expansion, turning its small kiosk into a large forecourt shop which provides the local community
with a vast selection of essential products. The garage also now sells alcoholic beverages.
To help celebrate the new shop launch, Glendale, established in 1985, held a prize draw on the Open Day
which gave customers the chance to sample the new extensive range of goods on offer. Suppliers, including
Mars and Kerry Foods, were also involved and on-site, providing free samples to customers. Another of
Glendale’s suppliers held a draw on-site, with the chance to win laptop bags and accessories.
Jane Whistler, Cornwall Garage Group’s shops manager, said: “We’ve been serving the local community
here in Nuneaton for twenty five years now and we’re very mindful of how many people rely on us - not
just for fuel but also for general supplies. The open day allowed our customers to sample some of the new
products we now have available and gave us the chance to thank them for their loyalty. The old shop was
limited in terms of space so we felt it was time for a revamp. From the reaction we’ve had so far, it seems that our
customers are as thrilled as we are. We are delighted with the improvements to the site; the forecourt shop can now take on a greater role and
offer a wider selection of essentials. We hope our improved offering not only meets, but goes on to exceed, our customers’ expectations.”
£100 free fuel winner, Dave Percival receives his cheque
from Sue Boulton.

deals &
dealers
Jet have teamed up with Merlin
Entertainments offering 2 for 1
entry into the UK’s top attractions.
An ‘attract
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Jo Barlow, Brand Coordinator, talks to In Touch about an
exciting new partnership which is bound to be attractive to
families in the lead up to the summer school holidays...
“Being part of the local community is extremely important
to everyone at Jet and, as such, we wanted to reach out to
those people by offering something that would appeal and
be accessible to Jet customers, their families and friends.
Jet have teamed up with Merlin Entertainments, the
exciting visitor attractions company which, with 62
attractions, is the clear leader in family entertainment
throughout the UK and Europe and second only to Disney
worldwide. Merlin and its 22 top UK attractions were the
obvious choice for us when we decided to offer something
special to our customers this year. Memorable experiences,
visitor satisfaction and the highest levels of both customer
service and Health & Safety standards, put them at the
forefront of the leisure industry. The geographical spread of
its theme parks perfectly matches our UK service station
network.
you will receive four ‘2 for 1’ entry vouchers to some of the
most popular family days out in the UK. The offer will be
rolled out in May and June and will be valid at most of the
attractions until the end of the year.”
We hope the choice and variety of many well known
attractions will appeal to everyone...
Join the crew at LEGOLAND® Windsor as they set up camp in
Pirates Landing - another new land for 2010! Try out your
swashbuckling, seafaring skills at the Pirate Training Camp
before climbing aboard the new swinging LEGO galleon, the
Jolly Rocker – the first ever pirate ship in any LEGOLAND
park!
Experience TH13TEEN, the ultimate new rollercoaster at the
Alton Towers Resort and ride into the unknown on the
world’s first free fall drop coaster. Home to the UK’s favourite
theme park, with fantastic thrill rides and family attractions,
the Alton Towers Resort offers unlimited fun for kids of all
ages, families and thrill seekers.
The offer is a very simple one – every time you spend £20
or more on fuel at any of our participating service stations,
Step inside the UK’s first LEGOLAND® Discovery Centre in
Manchester and it's like you have just jumped into the

ve’ offer...
biggest box of LEGO® bricks ever; offering fun and highly
interactive and educational experiences for children 3-12
years old.
Take a magical journey beneath the waves with SEA LIFE
and discover spectacular displays from touch pools to
walkthrough underwater tunnels provide breathtaking,
close encounters with everything from humble shrimps
and starfish to seahorses, sharks and rays. SEA LIFE centres
are located in Birmingham, Blackpool, Brighton, Great
Yarmouth, Loch Lomond, Scarborough and Weymouth;
with SEA LIFE Seal Sanctuaries located in Hunstanton,
Oban and Gweek.
As the nation’s Thrill Capital, THORPE PARK is the ‘must do’
destination for adrenaline junkies! New for 2010,
experience SAW Alive, the world’s most extreme horror
maze. Come face to face with live actors in six traps,
depicting the most blood-curdling scenes from the iconic
SAW movies before braving the world’s most terrifying
rollercoaster, SAW – The Ride.
Explore Chessington: it’s a whole world of Wild Adventures
all in one place. Be one of the first to discover the ancient
ruins of Wild Asia, a new and mythical land. With exciting
rides and rollercoasters, Zoo, SEA LIFE centre and hotel,
Chessington World of Adventures really is Britain’s Wildest
Adventure!
The Dungeons – in London, Edinburgh and York - invite you
to delve into Europe’s most blood-curdling history. Live
actors, rides, shows and special effects transport you back
to those black, bleak times...are you brave enough
Imagine a totally electrifying, full day out at Warwick Castle,
where you can immerse yourself in a thousand years of
jaw-dropping history, come rain or shine, with the Castle’s
year-round programme of interactive entertainment
including Fighting Knights, Fairytale Princesses, thrilling
jousting tournaments and breathtaking birds of prey.
Great fun, great themed attractions, and great value!
LEGO, the LEGO logo and LEGOLAND are trademarks of the LEGO Group. © 2010 The LEGO Group
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etail
focus
Buy
local,
One of Jet’s longest
standing Dealers invests
in an extensive site
redevelopment...
Meet the
The Manchett family has owned the Manchetts Budgens of
Burwell site since 1961 and has been a Jet Dealer since then,
making them one of Jet’s longest-standing Dealers. Since its
launch in 1961, three generations of the Manchetts family
have made the group of companies what it is today – a
successful business that encompasses all areas
of the motor trade, including an MOT Centre, Car
Workshop, Commercial Workshop and other
‘motor businesses’ in the locality.
The Jet brand resplendent at
the redeveloped Manchetts site
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Sell local
Brian Weedon, owner of Hopcrofts Holt in Steeple Ashton,
rural Oxfordshire, sees sales soar following his
shop refurbishment and explains why he thinks
‘local is best’!
“We have seen a 25 percent increase in customer footfall
following the rebrand of our forecourt shop. The new
store, with its new layout, offers a wider selection of
products, as well as more special offers.
The entrepreneurial family undertook
detailed research prior to choosing
a new partner for their new
shop, to complement their
successful Jet forecourt
business.
As one of only a small number of local shops in the area,
we know that having the right types of products the
rural community requires is a vital element in running a successful business. It’s all about knowing your customers - we always
try to stock produce from nearby businesses. Our food-to-go lines, such as sandwiches, pies, pasties and cakes, are all sourced locally
and our bread comes from the bakery in nearby Kidlington. As part of our off licence offering, we stock a selection from Oxford Fine Wines,
who supply to the Oxford colleges. Although generally they are a little more expensive, their wines are ideal for special occasions...and
most importantly of all, we like using them. One of our best sellers is wood and coal, of which we can sell a tonne of coal and 100 bags of
logs a week during the winter, again sourced locally. This local supply chain is a really important part of our offering.
Local village shops are on the decline, so we play a crucial role in meeting our customers’ needs.
That is why we were particularly drawn to Jet’s community-centric ethos. We are delighted with
the new shop and from the feedback we have had so far, so are our customers.”
Above: The site back in 1926.
Right: Hopcroft Holt Service
Station in 1980
Top: how the Jet livery stands
out today.
It doesn’t stop there, as Brian’s long-term plans are
to knock down the existing buildings and
re-develop the whole site, including further
expansion of the shop and forecourt. With the
nearest supermarket about seven miles away, he is
confident there is a real opportunity for the future,
as he intends to further his offering to his loyal,
regular clientele from the surrounding villages.

Investment in the future
Over a period of six weeks in February and March this year, the
Burwell forecourt site was developed and the car showroom
redeveloped into a new state-of-the-art 2,345 sq.ft. convenience
store. The Budgens store development team then refitted the
store to the highest standards.
Brand new Tokheim 500 pumps were
installed and super unleaded added to
the range. New tanks, lines and a new
canopy were also fitted.
The existing workshops were
refurbished and a new service reception
added.
From a retail perspective, the carefully
considered store layout carries alcohol, food-togo,
greetings cards, newspapers/magazines and
fresh/chilled foods; new to the forecourt’s
customer offering.
As soon as you walk through the entrance of the
new store, the aroma of hot foods entices the
taste buds, with the ‘Good to Go’ range, along
with fresh coffee, both highly visible. There is an
area dedicated to fresh food; some 14 metres of
fresh-food chillers draw customers to the
bakery section at the back of the store where
there is a dedicated freshly baked bread counter
and morning goods.
The launch day for the new store took place on 5
March 2010. On the day, Manchetts invited a
local award-winning school choir to perform at
the front of the store. To encourage customers to
attend, postcards with information on the new
store were
Manchetts...
delivered to local residents, a Facebook page was
launched to keep customers informed and advertising was
placed in the village magazine.
The launch day was a great success with more than 100
customers joining the Manchetts team to celebrate. A team of
17 staff are now employed at the Manchetts Budgens of
Burwell store, all of whom were recruited from the local area.
Just weeks after opening, the initial anticipated turnover has
already been surpassed and fuel sales have also increased
considerably.
Robert Manchett, Director, comments: “Entering into the
convenience retail sector fitted in with the dynamics of the
business and complemented our successful forecourt business.
We are an enthusiastic family and are keen to develop our
business in the future. We believe our entrepreneurial spirit
will ensure that our business continues to go from strength to
strength in the years ahead.”
Children from the local school
choir cut the ribbon
New tanks and lines
mean state-of-theart
fuel drawing.
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13
The off-licence section looks like a ‘storewithin-a-store’;
the atmosphere being created by distinct
wooden flooring and specialist lighting. Customers can choose
from a comprehensive range of chilled and ambient wines,
beers and ciders. The Manchetts have already teamed up with
two local food suppliers – a local sausage company called
Powter and a sandwich/baguette supplier, with plans in place
to increase the number of local suppliers in the future.
The Jet brand stands
proud in the press
The Jet brand is always looking to recruit new Dealers to its fold and this year’s
marketing focus is entitled 'Yesterday, today, tomorrow...' The rationale behind the
headline for the advertising campaign, featured in the trade press, is to explain to
potential Dealers that Jet has a long and proud 'Dealer driven' history for over half
a century. Today, behind the Jet brand, is the Humber Refinery, offering one of the
most secure supply networks available in today's marketplace, showing we have
the infrastructure in place to offer the very best in customer support. Finally, the
reinforcement that Jet are here for the long-term, 'fuelling the local
community', now and into the future.

Wholesale
news
Heltor’s depots score a double at
prestigious fuel distributor awards
Jet branded West Country fuel distributor, Heltor Limited, has
scooped a prestigious award from the Federation of Petroleum
Suppliers (FPS) – and in doing so has also made history.
Heltor is a family-owned business with three depots across
Devon and Cornwall, delivering fuel oil to homes and
businesses. Their depots are inspected every three years by the
Federation of Petroleum Suppliers, as part of the nationallyrecognised
Depot Certification Scheme and only the top depots
get a Gold or Platinum certification and are eligible for the
Depot of the Year Award.
This year, two of Heltor’s depots achieved the top Platinum
certification. Heltor’s Newton Abbot depot has won first prize in
the Depot of the Year Awards, while the firm’s St Austell depot
came a close second.
Paul Kingdon and Charlie Kingdon from Heltor were present to
collect the awards from Andrew Dear, representative for award
sponsors, QBE Insurance.
Heltor’s ‘skelter’ ride continues as we are pleased to announce
that Heltor have re-signed as a Jet Authorised Distributor for
another contract period. Linda Kingdon tells us why they
signed up again... “We are a family business and take great
pride in the care and attention we give to everything we do and
how that relates to us giving great customer service.
“What I like about Jet is that they give us a personal service and
share our mindset, even though they are a global company. You
deal with ‘real’ people who care, who are answerable and who
are always on the end of a phone if you need them. It’s all about
helping each other! Continuity of supply is excellent; you could
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14
Heltor Skelter
“We’re thrilled that
our depots took first
and second place in
the awards,”
commented Paul
Kingdon, managing
director of the
company. “Achieving
this double victory in
competition with
depots across the
country, is a testament
to the hard work and
dedication to service that our staff
provide.
even call it ‘supply on demand’ over the last couple of cold
winters, enabling us to meet our clients’ needs.
We have always had a great relationship with our Regional
Manager, Mike George, who has recently retired, but we are
really pleased with Jet’s appointment of our ‘new man’, Paul
Carey, who we have known for some time too and we look
forward to a long and prosperous relationship together.”
Paul Kingdon (top) and son
Charlie collect their awards from
Andrew Dear at the FPS dinner
“We’re still very much a family
business and our customers
appreciate the traditional values
that shine through in our
operations.” The FPS inspection is
rigorous, and comprises an audit
of compliance with existing
legislation, health and safety issues
and environmental measures to ensure a safe and professional
operation for staff, customer and the public.
Vanessa Cook, Marketing & Events Manager at the FPS,
commented: “This is the first time in the history of the Depot of
the Year Awards that one company has won first and second place.
This is quite an achievement for Heltor and it demonstrates that
the two depots in question have not only performed top among
similar depots, but have also scored between 90 and 100
percent in our certification audits.” The awards were presented
at the FPS 2010 Awards Dinner in Harrogate on 22 April, where
Jet’s Paul Carey pictured with Heltor’s Managing Director, Paul Kingdon.

Alasdair Moores secures double
signing for the next five years
...come on you yellow and blues!
With World Cup fever about to descend on the country, Jet are pleased to announce two important
signings of their own, as Hall Bros. (Fuels) Ltd and Barton Petroleum are to re-sign to the ‘yellow
and blue’ Jet brand for another contract period.
Firstly, In Touch talks to Joe Clarkson-Hall at Hall Bros. (Fuels) Ltd, to see why he’s put pen to
paper again...” Firstly, a little about who we are and what we do. We are a family run fuel
oil and lubricants distributor based in Bridlington, East Yorkshire. We supply to domestic,
agricultural and commercial customers across Yorkshire from our depots at Bridlington
and York. Local demand for fuel oils has allowed us to steadily grow and diversify our range
of products and services as well as our customer base.
"Why Jet Other than a competitive price, security and reliability of supply are the main things
that we need from a supplier. Over the last decade, Jet has shown us that they can consistently
provide the support we need in all of these areas, which allows us to concentrate on growing
our business.
People are also an important factor and we know that we can depend upon Alasdair Moores
and Pete George to look after us. When there are occasional problems, as there always will be,
Alasdair and Pete make sure they are rectified quickly and effectively. That support is invaluable.
So, when we compared the service that Jet have consistently delivered year after year, to what we know is available elsewhere, it really was
a no-brainer. That is why we are delighted to have extended the relationship for another five years."
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15
Barton Petroleum...
Richard Burton, Managing Director talks to us about why he is all set to re-sign with Jet...
L to R: Jon Lovesay, Richard
Burton and Jet’s Alasdair Moores
“At the time of writing this, the ink is not quite dry on our new contract; however, it’s a ‘done deal’. We have been Authorised Jet Distributors
for three years now and are looking forward to continuing to grow that relationship. Why In my opinion, Jet represents the best all round
Authorised Distributor package ‘out there’. We get an excellent delivery service and the after sales package is second to none.
We like the Jet people, who are all easy to get on with (even Alasdair!), and they offer us a very professional support service. I also like the
Jet image, which is bright and modern and, together with their marketing assistance and help with tanker liveries, I don’t think we could beat
the overall package we get with Jet.
There is no doubt it has been a tough couple of years for all fuel distributors but I’m looking forward to our two companies going forward
together for the mutual benefit of both businesses and really feel that together, we are perfectly placed to be in prime position for ‘the
upturn’.”

Wholesale
news
Pictured at the recent
FPS exhibition (left to
right): GB Oils -
Jonathan Stewart,
Finance Director,
Paul Vian, Managing
Director and
Karen McBride,
Supplies Manager;
ConocoPhillips -
Pete George, Marketing
Manager, Wholesale
and Emma McKim,
National Accounts
Manager
‘Wholesale’
changes..
No thanks...
we’re doing quite
nicely!
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16
With the recent press regarding the fragility of the ‘oil industry’, refineries up for
sale or closing and the general ‘doom and gloom’ within the UK market,
ConocoPhillips is continuing to invest in infrastructure and their supply chain for the
long-term.
Pete George, Marketing Manager, Wholesale, gives us an insight into why he thinks
ConocoPhillips is in a prime position to forge ahead, even during uncertain times...
“I have to admit that this is one of the strangest times I’ve known during a long time
in the industry. Who would have thought that some of the major players in the UK
inland supply market would either have no refinery or have their refineries up for sale
Above: The ConocoPhillips
‘Wholesale Team’
Our success is undoubtedly a result of the strengths of our Humber Refinery. Its point of difference is, as a petroleum coking refinery
designed to supply the steel and aluminium industries, it is not solely reliant on the gasoline and distillates market place to be successful.
Also, its flexibility means that we can go to the ‘market’ with the right deals for our customers at the right margin for ourselves. The
Humber Refinery is unique and we must ensure that we continue to utilise its strengths in our UK marketing operations.
Our dedicated team is the other major contributing factor in our continued success. Our Authorised Distributors and Resellers like the
‘local’ contact with our Regional Managers - Paul Carey, Bruce Mackie, Alasdair Moores, Guy Pulham covering the UK and Paul Barrington
looking after business development in Ireland. Our clients like the fact that they can ‘draw’ from numerous locations, geographically
spread throughout the country. Reliability and consistency are key factors in our ability to meet our customers’ requirements.
National Accounts, based in Warwick, headed by Emma McKim, with the help of Karen Watkins and Nicky O’Neill, ensure we develop high
volume opportunities with larger clients. Recently, Emma McKim headed the team that has concluded successful contract negotiations
with three major supermarket chains. “Going forward, we need to develop opportunities, be flexible and maintain our customer focus to
ensure we keep our momentum up,” concludes Pete.
GB Oils are the UK’s largest independent reseller of fuels and lubricants in the commercial, industrial, agricultural, domestic and retail
forecourt sectors; currently trading under 44 ‘household named’ fuel brands. The scale of the GB Oils business is measured in billions of
litres of fuel supplied annually, with continuing expansion planned for the future.
ConocoPhillips is delighted to have agreed a long-term supply deal with GB Oils from its core locations - Immingham, Kingsbury,
Bramhall and the Jetty via Associated Petroleum Terminals (APT) to feed GB Oils’ Scottish locations. Such a deal secures volumes for
ConocoPhillips through its key locations and is testament to the strong and growing relationship between the two companies.
Paul Vian, Managing Director, GB oils, commented: “As GB Oils continues to focus on developing its Oil Distribution business in Britain, it
is equally essential to ensure that long term supply positions are in place to support this growth strategy. To that end, we are delighted
to have agreed a new long term supply contract with ConocoPhillips that underpins both companies’ commitment to this market place
for many years to come.

Driver safety
evening back by
popular demand
On Tuesday, 26 January, Jet garage, Cooper Brothers in Newmains,
opened its doors for an evening of personal safety advice and basic
training for the lone motorist, in conjunction with Strathclyde Police.
The evening was free for participants and helped drivers to better
understand basic car mechanics, including how to undertake oil and
tyre checks, as well as explanations behind sometimes complex
equipment, such as locking wheel nuts.
Presentations on personal safety for the lone motorist were given by
the crime reduction team from Wishaw Police Office. The evening took
place at Cooper Brothers’ MOT workshop next to the Jet garage.
Garry Gibson of Cooper Brothers was excited about the event and
commented: “As a business, we feel we have an important role to play
in the local community and we hope we are delivering on that by
helping lone motorists to feel that bit safer when out and about. Our
expert mechanics are always on hand to
offer advice and are keen to make sure
our customers feel they can pop in and
gain an impartial view on safety and
mechanical issues.”
Health & SafetyMeasure it...
Manage it!
HSE performance...if we don’t measure it, we can’t manage it! During
2010, ConocoPhillips has set some ambitious initiatives in place and, with
careful analysis of the metrics and any trends that develop, we can help
change how some things are done to reach more ambitious targets.
For example, site defects - we have encouraged delivery drivers to identify
and report any defects found at delivery points. The new 45 day target for
fixing problems identified is a big ask from 2009’s target of 60 days from
the end of the month in which the problem was raised. Progress is
commendable so far as the situation is a ‘win-win’ one with drivers feeling
they can really make a difference, whilst we are removing accident risks
from the dealer network much faster, which has a positive effect all round.
Transport contractor slow speed manoeuvring accidents is a new focus
area for 2010, and after a poor start to the year performance in this area is
improving and reflects the focus placed. We are also looking at Customer
Risk categorisation, as we are aware that some of our ‘delivered’ customers
are more likely to experience incidents than others, by definition of their
site infrastructure. Such incidents can include injuries or spills and we are
working to identify the factors, to both retail and wholesale customers, so
we can work with higher risk sites to reduce their risk.
Health &
Safety
news
intouch
17
A spokesperson
for Strathclyde Police said: “Any event that is
committed to improving the safety of the motorist is to be welcomed
and the Cooper Brothers’ initiative is no exception. The events are
always enjoyable yet educational.” From Jet’s perspective, Tony
Conway, Marketing Manager, Strategy and Business Improvement,
agreed and noted: “The Cooper Brothers’ initiative is an extremely
positive one and we’re delighted to support it. It fits in very much with
our philosophy of supporting road safety projects in the community.”
It’s no long-haul to safety
Wincanton, one of Jet’s hauliers, places paramount importance on safety in everything it does and as such was pleased to take
part in World Day for Safety and Health at work. This is an annual event introduced in April 2003 by the International Labour
Organisation (ILO). It is based on the principle that Decent work must be Safe work and the purpose is to create worldwide
awareness of the dimensions and consequences of work-related
incidents and diseases and take the opportunity in stressing the
prevention of accidents and illnesses at work.
The Health and Safety Executive (HSE) is fully supportive of the ILO's promotion of this day
which is recognised with events taking place around the world to raise awareness. A
spokesperson for Wincanton commented, “We have positively engaged in recognising and
supporting this annual event with the engagement of employees through Safety briefings
and Safety bulletins issued nationally and the visual impact of the T-shirts.”
The IPC office move of key staff from the terminal to
the new Newton building passed without incident
and results in a more pleasant working
environment away from the terminal. After a slow
start to the year, Safety Observations are increasing.
This is particularly pleasing as we purposely set no
individual targets in this area to test the level of
engagement in HSE.
Finally, the often overlooked ‘H’ of HSE, Health... our
Health Challenge commenced in February with a
virtual goal of seeing which team travels the most kilometres across the
world, with one point, or virtual kilometre, being awarded for every five
minutes of aerobic exercise.

Hub
feature
Buy Search it Now
Immingham
for profiles of the people who work in the Immingham hub and what they do
Stuart Cufflin is on hub-book
Rachel Reeves
I have worked in Sales and Support here at the Immingham hub
for two years, but have been in the fuel business most of my
working life, having worked for a fuel distribution company for
the last 18 years. I particularly enjoy my current role as I get to
talk to a wide spectrum of customers with varied requirements
which is demanding at times, but always rewarding! Out of work,
I enjoy going out with friends and socialising, particularly going
to the cinema. I also like to keep busy at home refurbishing my
house, although my on-going (two year) bathroom
refurbishment project gives my colleagues at work plenty to
tease me about.
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18
“New Newton Building”
★★★★★
See all 14 members of
the team
Today via: hub book Stuart Cufflin • Comments
Stuart Cufflin, Regional Manager, Customer Support makes a
‘hubba-hubba’ about the Immingham team...
“Customer Support at Humber has a close proximity to our refining colleagues but has a strong
marketing focus and characteristics. Our partnership with our Warwick colleagues allows us to deliver
a seamless service to our customers as the whole process from customer account set up, through order
taking, deliveries and reconciliation, to final invoicing, uses the same technology and follows the same
processes at both locations.
Our day staff are now based at the new Newton building, directly opposite Humber Refinery. All
support services and administration staff are based here as part of the ConocoPhillips on-going drive
to safety, as all staff not directly involved in production at the refinery have moved into what is not only
a safer, but better working environment away from the refining site.
We have only been in residence for a couple of months but everyone loves our new home! The building
is superb offering great facilities including a canteen, gym, excellent ‘break-out’ areas and the whole
place feels more professional which is particularly important when our customers visit.
Warwick and Immingham are very much one team, pulling together for our customers’ benefit.
Indeed, the only slight difference is the extended hours Immingham offers from its IPC base nearby, as
we are always available for customer’s enquiries whenever deliveries are being made; early, late,
Saturdays and Sundays, we are there ensuring there is not only a point of contact for our Dealers, but
continuity of supply, ensuring everything runs smoothly. Where there may be problems to solve, the
out of hours shift team are empowered to make decisions, which can be challenging with a lot of
experience required to make the right call.
Janine Davison
Hi, I'm Janine Davison and I've worked for ConocoPhillips for
nearly four and a half years in Sales Support at Immingham. I
take orders and enquiries for Immingham, Bramhall, Teesside and
LPG and also help out with Whitegate Refinery work, providing
month end and billing support. My spare time is spent on
shopping trips with my fifteen year old daughter Jade; on various
DIY fiascos with my partner in our new house; at the gym or the
cinema as I'm a self confessed film geek.
Bridie Fairbank
This is my ‘second stint’ at ConocoPhillips as I had a three month
gap between a one year maternity cover position and being
offered my current contract as a Reconciliation Administrator. My
job involves balancing both sales and stocks for the terminals I’m
responsible for and then making sure the sales figures tally with
the individual deliveries, as well as daily reconciliations. If they
told me I’d be dealing with figures all day in ‘maths classes’, I’d
have never believed them! I’ve just got my own house, which I’m
madly decorating with the help of my cute kitten ‘Dudley’. I also
go to the gym - about once a month!
Bridget Rushby
I started my ConocoPhillips career in Reconciliation, followed by a
role in LPG, but evidently they weren’t for me as the last nine of
the ten years here have been spent in Reconciliation
Administration, crunching the numbers that matter. Certainly the
job is challenging and fairly intense, as the input needs to be
precise if every client is to get the correct paperwork and all the
volumes are to tally-up at my end of day balancing. I’d sum up the
job as challenging but satisfying! I really enjoy gardening but
wouldn’t say I’m that green fingered and the rest of my time is
spent with my three grandchildren, with one more due to keep
me busy at the end of May.
Sara Doe
Hi, my name is Sara Doe. I'm a Reconciliation Administrator at
ConocoPhillips in Immingham. My role includes dealing with the
reconciliation for Immingham White Oil and LPG at Teesside,
Bramhall and various terminals around the country. I have
worked for ConocoPhillips for four years. Out of work I enjoy
spending time with my husband and two children who are three
years and 18 months so I don't have a lot of time for hobbies.

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Dawn Joyner
As Reconciliation Supervisor, I am responsible for ‘making sure the
numbers add up’ for all products in store, retail sales, collections,
deliveries, all the loading cards and fuel for our own transport
bunkering use...you name it, we reconcile it! I cover for, and
oversee, the work of the team and really enjoy the interaction
with colleagues and customers alike. The work, mainly in our SAP
system, is intense, detailed and requires a lot of focus. I like
reading and shooting things...especially the boss! (that’s the big
straw thing with the target on in archery) although I have to
admit, luckily for ConocoPhillips, my work is far more accurate
than my aim with bow in hand.
Mike Bawden
I look after LPG supply together with the Bramhall and
Immingham terminals. I have worked at ConocoPhillips for ‘a
little while’, in numerous roles and locations around the country. I
started as an apprentice in our commercial vehicle workshops in
Plymouth with moves to Kingsbury, Bramhall, Immingham,
London, Sunderland, back to Plymouth and Immingham once
more. I’m a very keen sailor, having raced mainly catamarans.
More recently, my sailing has been on dry land in the form of land
yachting. I will be competing at the ‘European and World
Championships’ later this year in Belgium.
Rachel Eyre
I have worked at ConocoPhillips for a staggering 21 years, which
is hard to believe - as I now and again remind the boss, I’d have
got less for murder! I have worked in reconciliation, LPG and
transport and am about to move from Operations
Administration, which is in essence a forward planning role, to a
shift based (for the first time ever!) job in operations coordination,
involving out of hours cover...a change is as good as a
rest they say.
Naomi Donoghue
Hi, I'm Naomi Donoghue, Operations Supervisor at Immingham. I
joined the company almost six years ago as part of the IPC shift
team who oversee the day to day deliveries for
Immingham/Bramhall and Stockton. Despite changing roles
three years ago, I can still regularly be seen working shifts but also
spend much more time working 9-5 than I used to. Out of work, I
am a keen tennis player and often play competitively through the
summer for my local club.
Ian Goodwin
I am an Operations Coordinator working on the shift team
down at IPC. I have been with the company now for three
years, having previously worked on the construction of
Heathrow Terminal 5 (the luggage system wasn’t my
responsibility, honest). I am a very keen singer, having
performed at local pubs and clubs around my home town of
Scunthorpe. A couple of years ago I auditioned for the X-Factor
but unfortunately wasn’t bad enough to be shown on the telly.
Gill Young
I joined ConocoPhillips back in February 1992 as secretary
for Immingham Terminal. I moved over to Retail in
September 1995, working mainly from Doncaster, then
temporarily out of Warwick. In February 1997, I moved back
to Immingham to take up my current role of Reconciliation
Administrator. Presently, away from work, when I am not
trying to keep up with my fast moving four year old, I enjoy
doing Zumba classes, walking and cooking for friends and
family.
Stuart Cufflin
I joined ConocoPhillips in 2007, my background being quite
technical, from my degree in chemistry through various
industrial, chemical and supply chain roles. As Regional
Manager, Customer Support, my day to day tasks include
running three departments - Operations, Sales Support and
Reconciliation, based jointly at the new Newton Building
and at IPC. I am also responsible for looking after our largest
haulier, all of which keeps me busy with over 500 customers
and 150 staff and drivers; I certainly don’t get bored at work!
I like the challenges my job brings, and particularly enjoy
getting involved in new business opportunities and
providing cost effective solutions for the ‘field based’
tender team.
Out of work, my time is taken up almost
exclusively by my three young children,
the eldest of which is only seven, so I
have my hands full there. In fact,
I think coming to work seems
like a rest!
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19
Heather Brown
I joined ConocoPhillips in December 2006 as Operations
Coordinator, working on the shift team at IPC. Prior to joining
ConocoPhillips, I worked for Exel in a similar type of role. I am a
Karate Black Belt and I enjoy holidays in my apartment in Spain.
Karl Stretton
I have worked for ConocoPhillips for just over eight years and I
work on shift at IPC as an Operations Coordinator. I enjoy this
role as it tends to be where all of the action happens, needing
quick thinking and some time flying by the seat of your pants!
Outside of work, my main interests are going to the gym,
angling and I am currently looking at studying Egyptology
through the Open University.

Customer
focus
orders
respond
regional managers
taking the lead
Anne Day talks about
supporting you jetorders@conocophillips.comworld-leaders
changes
account
CorytonBramhallmanagement
payload
phone systemsDieselUnleaded
LPG the management of
volumes
Kerosenebunkeringreconcilliation
short-notice tonnes
invoicing
support
software
information deliveries ‘day-to-day’ data
upgrade delivery standards
resources launch date needs
loading
success Teeside capacity address CPNet to enhance
rig Westerleigh
site
yes delivery window
repeat
Plymouth
instructions
details
experience
payload
there for you
fuelling success
customersConocoPhillips
Customer
provision
weekdays
requirements
relationshipsknowledgeorganisation
working together
West London
tracking account numberdrivers
Support...
immingham
solutionsrequests
queries
brand
safety litres
solutions
drive preparation real-time
first-time
provide promises
Data ‘Day’
formats
speed
dial
pumps
supply
fuel
flexibility
right person
Gas
oil
verification
support
demand
matters
SAP
Kingsbury
Jet
hub
pots
vision
email
here to help
together
technology
up-to-date
computers
weekdays
key
notes
easier
systems
IPC
ask
price
Warwick
working hours
solutions
appropriate
meeting
options
ready to respond
requirements
schedules
relationships on time every time
upgrade
trucks
solutions
utilisation
technology
customers
information
efficiency
night
day
terminals
LPG
The management, and more importantly the accessibility of data, is crucial to the ability of
people at all levels in an organisation to take the right decisions for the benefit of the
business and the customer.
maximum
access
fingertips
minimum
people
Historically, each area of the business has been responsible for maintaining its own
contact information and customer records. There was no common format or crossover
of information and a variety of software was used for data storage. In addition,
Regional Managers on the road had no easy way to access the information.
intouch
20
As front line support for customers, from opening new accounts, taking orders,
arranging deliveries, reconciling sales, and issuing invoices, Customer Support, along
with Retail and Credit, has recognised a need for a different approach to enable them to
respond more quickly to customer requests, and to make more information readily
available, in a centralised location.
Initially, Customer Support, Retail and Credit will be using the additional functionality of the
database to store their channel-specific data and it is anticipated that other groups will soon
follow. Regional Managers will be able to access the same records on their BlackBerry, so will get
up to date information on activities between their Customers, Customer Support, Contracts, Retail
Services and Credit.
Customer Support understands how important it is for you to get through to the right person, first time, so we are
also taking the opportunity to upgrade our phone systems so that your call is routed to the most appropriate person with
up to date customer information at their fingertips.
To enable Customer Support to be presented with a customer's record, at the point at which the call is answered, we will be asking
customers to enter their account number and to choose from the following options: ‘Place an order’, ‘Change an order’, ‘Request a Late
Change’ and ‘Other’.
As an alternative, customers could consider emailing their order. This option provides them with the flexibility to place orders when it suits
them and avoid our peak time rush. For more details, send an email to jetorders@conocophillips.com and we will provide full details.
The new Customer Support fuel order line numbers are:
During working hours 9am - 5pm, Monday to Friday, excluding Bank Holidays:
Bramhall 0844 335 6124
Coryton/West London 0844 335 6129
Grangemouth 0844 335 6106
Immingham IPC 0844 335 6148
Kingsbury 0844 335 6149
LPG 0844 335 6114
Plymouth/Westerleigh 0844 335 6155
Teesside 0844 335 6142
.. and in addition, the following general query lines will also be changing
CPNet and Invoice Queries 0844 561 8842
Republic of Ireland Queries 0844 335 6437
Anne concludes, “We are expecting to be much more ‘day to day’ efficient with the implementation of our database, as we will be able to
see real time data relating to activities that have taken place.”

Community spirit,
a winning
formula...
Community
focus
Jet garage, John R Ford, situated on Ampthill Road, Shefford, is
backing its local school’s football team with great results already.
The garage has sponsored the year seven boys football team at
Robert Bloomfield Middle School.
In total, 15 bright yellow and blue kits were provided to the team
and they are already proving to be a big hit with the players, as
Steve Fox, Assistant Head at the school comments: “The boys look
fantastic in their new strip and are thrilled to bits with it. It makes
them look very professional and is definitely helping them in
their winning streak – they have won every game since they
started wearing it!”
The garage has chosen to sponsor the team, not only because it’s
just down the road from the forecourt, but also because of owner
Richard Ford’s connections with the school. As well as being Chair
of Governors, Richard and his three children all went to Robert
Bloomfield Middle School. “We operate at the heart of a fantastic,
close-knit community and it’s important for us to use our position
to make a positive difference,” explained Richard, who is excited
to be in a position to give something back.
“Robert Bloomfield Middle School puts a lot of emphasis on sport
and fitness and the pupils are very committed to their teams.
We’re delighted to be able to help by providing this kit and look
forward to following their ongoing progress with interest,” he
concluded.
David Watson, Regional Manager, for Jet, comments: “Sport plays
a vital role in communities up and down the country, so it’s always
positive to see local garages doing their bit and backing school
football teams in their area, especially when there’s a strong
family connection like this.”
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Community ‘Quality’ rewarded
It’s almost three years since Haddington Athletic Junior Football
Club held talks with all of the football clubs in Haddington, East
Lothian, with a view to forming a Community Football Club.
A voyage of ‘discovery’...
Eddie Bates, who works at Humber Refinery, gave us an end of season viewpoint: “The Discoveries
Safer Communities season 2009/2010 was one to remember, as we competed and won the
Scunthorpe Jack Kalson Commercial Under 12s League and to top that, we won through to the final
of Jack Kalson President’s Cup for Under 12s, which was played on Monday, 3 May 2010. We beat
Wrawby Rovers in the final by two goals to one; this final was played at the home of Scunthorpe
United (Glanford Park) and was a fantastic experience for the boys and their families. The boys have
worn the strip with pride and we were all grateful for Jet’s kind contribution.”
We are delighted to announce that Haddington Athletic have
become the first Club in East Lothian, and only the tenth Club in
the whole of Scotland, to be awarded the prestigious Scottish
FA Quality Mark Community Award, the Association’s top
award.
Raymond Daniel, coach at Haddington Athletic, commented:
“The kit is excellent and we’re very grateful for the sponsorship
from By-Pass Service Station. We use it home or away,
depending upon opponents. The teams have been doing well
and the U21s have got through to the cup semi final, so here’s
hoping!”

‘Jet Propelled’,‘Are We There Jet’ and ‘Jet Setters’ take
on the Three Peaks Challenge
‘Peak
performance’...
Following the success of last year’s ‘Trailwalker’ challenge, a team of 21 intrepid adventurers from ConocoPhillips, Warwick are
busy preparing to take on a new challenge for 2010 in a bid to raise £6,000 for Action Medical Research. The challenge they
have chosen is ‘The Three Peaks Challenge’ which involves climbing the three highest mountains in Britain - Ben Nevis, Scafell
Pike and Snowdon, in 24 hours or less, including driving time.
The teams, named ‘Jet Propelled’, ‘Are We There Jet’ and ‘Jet Setters’, will be setting off from the base of Ben Nevis at about
4.30am on Saturday, 10 July. After a quick decent from the 1,344m summit, the support crews will whisk them off to the
Lake District to tackle Scafell Pike which, at 978m, is the smallest of the three peaks. Then it is off to Wales to conquer the
final mountain, Snowdon, at 1,085m. If the teams are to complete the challenge in 24 hours, this will mean climbing
Snowdon in the dark!
In order to get fit for the challenge, the teams have already been on two training walks and have a couple more planned
before the event. However, the most recent training walk up Snowdon was cut short due to the summit being blanketed
in heavy snow, making it inaccessible without crampons. To date, the teams have raised over £1,900 for Action Medical Research. This charity
has been funding medical breakthroughs for almost 60 years and played a vital role in the development of the UK polio vaccine. Today, the
charity is dedicated to improving the health of babies and children. You can find out more about the charity at www.action.org.uk. If you'd
like to support the participants of this challenge and donate to Action Medical Research, please log onto
http://www.action.org.uk/sponsor/jetpack.

Wild weather doesn’t stop
the ‘Wildings’
Brother and sister, Sabrina and Max Wilding, brought a new
meaning to ‘Neighbourhood Watch’ when some of the largest
snowfalls in recent history saw elderly and frail residents in
Paignton unable to get out to shop for vital supplies.
‘The Wildings’ took the shop to them, as they took bread and
milk to their neighbours, checked all was okay and brought back
any other shopping orders local residents required; all supplied
from the local Jet service station, Wilding Motors, on Totnes
Road where their parents work.
Ian Wilding, father of the children, said: “We didn’t push the
children to do this; checking on elderly neighbours and regular
customers we had not seen in a while, was their own idea. The
residents were really pleased and appreciated their visits. What
they’ve done is great; Tracey and I are really proud of what the
children did.”
Padstow’s Jet service
station also helped the
elderly during the
inclement weather,
ensuring that its elderly
customers were kept
warm as it delivered coal
and bottled gas to them,
even though it couldn’t
get its own deliveries of
coal. Owner, Mike
Trenouth, said: “We
used our own 4x4 vehicles to go to the coalman
to pick up supplies and then delivered them to our elderly
customers. We were conscious of how important it was for the
elderly to keep warm through the freeze.”
Kilimanjaro bound
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23
Patrick Hudson, Jet’s Marketing Manager, Retail, tells us about a trip
back to his homeland in aid of causes very close to his heart...
“This coming August, together with my twin brother Ed and our
respective teenage sons, George and Charlie, we will attempt to
climb Mount Kilimanjaro in aid of causes that are very close to our
hearts. Six years ago I climbed Kilimanjaro with my eldest son and
Mike Garner (Jet Dealer in Hampshire) and I can’t quite believe I’m
mad enough to attempt it again, this time honouring a promise
made to my younger son that, when he was 16, I would endeavour
to do the same with him, if he wanted to do so. In addition to others
on the climb, will be Mike Greene (ex Jet) who broke his leg on our
last attempt at the summit but is determined to make it to the top
this time! We are certainly not underestimating the task as it’s a
very testing challenge, with only half of those attempting it actually
reaching the summit.
To give us the added impetus needed to get to the top, we are
climbing for two charities, firstly ‘500 miles’ which aims to get
people living in impoverished rural areas of Malawi and Zambia,
who have lost limbs or are disabled, back to normal life, as far as
possible, by recovering their mobility with a combination of
surgery, prostheses (artificial limbs) and therapy.
‘500 Miles’ is a UK registered charity that supports ‘Flyspec’ which is
based in Zambia and run by two orthopaedic surgeons, John Jellis
and Goran Jovic, giving their time to the cause on a voluntary basis.
In 2009, they travelled 32,758 nautical miles by air (John and Goran
are both also pilots and fly themselves to clinics where they can)
and 31,026 kilometres by road, making 107 visits throughout
Zambia seeing 5,258 patients and performing an astonishing 1,527
operations at an average cost of around £100 per operation. Flyspec
also pays to train local Zambian staff to make prostheses and to
maintain the charity's workshops and infrastructure; this helps
ensure that its activities will be sustainable in the future.
In Zambia, an estimated 95 percent of those needing orthopaedic
surgery or prostheses have no access to it. People with disabilities
are, almost without exception, hidden away and ignored, having to
suffer in silence and isolation. Zambia is one of the poorest
countries in the world and has no public welfare system or social
security support. Flyspec are making a real difference and
completely transforming impoverished people’s lives, in many cases
allowing them for the first time to be properly mobile, independent
and able to support themselves...a truly amazing achievement that
will surely motivate us to get to the top of Kilimanjaro.
A second charity, which I am seeking more local support for, is called
‘Act One Artsbase’ and it provides dance classes and respite to
disabled young people in Hertfordshire where I live.”
For more information log on to:
http://www.justgiving.com/hudsons-do-kili

Bits ‘n’
Pieces
fitness frenzy
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24
- all in a good cause
on 2 legs...
Cash for kids...
Ian Wallace, Director of James Wallace (Dumfries) Ltd.,
took the long trip from his Jet dealership in Scotland to
the USA to support some needy charities.
Ian said: “In February 2010, at the grand old age of 54,
I took part in my first ever marathon with my son,
Alistair, in Austin, Texas, where he is currently at
university. I am raising money for two charities; firstly,
Cash For Kids, which raises money for local children's
charities. I was sponsored by ConocoPhillips, who
made a donation to Cash for Kids. I also chose to
support Act4Africa, as Alistair will travel to Africa this
summer to assist in a programme educating in schools and
orphanages about HIV/Aids, about how to avoid it and how to
live with it”.
Ian completed the marathon in 4 hours 24 minutes.
Ian Jets 2 it!
Ian Doubtfire, Managing Director of Jet2.com, one of Jet’s
Aviation customers, truly did Jet to his marathon.
He says: “Being an aviation enthusiast, I was always aware of
the excellent work done by the ORBIS team using their DC10
flying around the world. Just imagine being given the gift of
sight just by completing a simple cataract operation –
it must be truly life changing. Can you believe that
there are 45 million people who are blind worldwide,
of which 80 percent suffer needlessly I felt I had to
do something to help this non profit organisation
which is manned by volunteers.
Whilst I am getting on, there is still life in the ‘old
boy’ and my daughter suggested I ran a marathon.
To help persuade me, she suggested the Grand
Cayman Islands – I didn’t think about the heat
when I registered! I conquered the 26 miles, 385
yards and completed a once in a lifetime goal in 5
hours 45 minutes.
Thanks for the sponsorship from ConocoPhillips”.
BAPS 10k challenge - the spirit of service
More than 3,500 people around the country took to the streets and parks on Sunday, 18 April 2010 for the BAPS
Charities 10k Challenge to raise funds for children and other worthy causes. BAPS Charities UK held this year’s
event in conjunction with the UK’s leading children’s charity, Barnardo’s, as well as several smaller charities
around the country. It brought together members of the community from a wide variety of backgrounds and
ages – ranging from three to over 90 – to walk, jog or run a distance of 10 kilometres.
ConocoPhillips was happy to sponsor Retail Customer, Yogesh Chag, joint owner of Craven Park Service Station,
in this challenge. The BAPS Charities 10k Challenge was completed in a total of 15 centres around
the UK, many supporting charities at the local level as well.
on 2 wheels... on 4 legs...
Miles along the Nile
Lisa Davis cycled 256 miles along the banks of the River Nile in
November 2009 for the British Heart Foundation in memory of
Antony, her husband and best friend, and also to raise
awareness of the heart disease.
Lisa said: “It was a tremendous experience, both physically and
emotionally. We cycled over five days, the longest day being 78
miles. We passed a couple of filling stations, unfortunately not
Jet ones as I would have had my photo taken there as well.
With the help of sponsorship from ConocoPhillips, I exceeded
my target of raising £9,000.”
on ‘Wall Street’
Helen Needham, Director at Hingley & Callow
Oil Ltd., in Stourport, completed a charity
race at Cheltenham during the Festival in
March 2010. In front of a crowd of
thousands, Helen managed to push her horse, Mister Wall
Street, through the field to finish third.
Helen was fortunate enough to be selected for the race and
had to promise to raise at least £5,000 for Cancer Research to
compete. As Hingley & Callow are a customer of
ConocoPhillips, we were happy to oblige with a donation.