POCKET GUIDE TO LIVING OUR WINNING WAYS

IntroductionLiving our Winning Ways are what makes us great - great for our customers, great for our teams, great for our shareholders and great for you!

Actions speak louder than words and this guide will help you to see how you can bring the Winning Ways to life at work, highlighting what great behaviours look like for each of our Winning Ways within your role.

1

VVVVVVVVVVVV

VVVV

VVVVVVVVVV

VV

VV

VVVVVVVVVV

VVVVVVVVVVVVVVVVVVVV

We put our customers at the heart of everything we do

We know our customers and give them what they want

We always look for better ways to please our customers

We pull together to get things done

We work hard as one team and motivate and help each other to do well

We celebrate success and recognise others

2 3

VVVVVVVVVV

VVVVVVVVVVVVVVVVVVVV

VVVVVVVVVVVVVVVVVVVV

VVVVVVVVVV

We treat people like they are part of the family

We say it as it is and listen to what others have to say

We’re proud to be part of Greene King and take care to enhance our reputation

We challenge ourselves and each other to win

We spot opportunities and own the outcomes

We speak up when there’s a problem

4 5

• I greet customers in a warm and friendly way • I always put the customer first and respond quickly to their needs • I show that I care about our customers and try to

leave a lasting impression

• I treat customers and colleagues in an open and genuine way• I show consideration to others • I am interested in the opinions of others

• I make time to support the people I work with• I work well with other members of the team• I show enthusiasm and visibly enjoy my work

• I take pride in doing a great job • I demonstrate commitment to my work• I always look for ways to do a better job

Winn

ing W

ays L

EVEL

1

6 7

• I lead by example and demonstrate great customer service • I inspire others to be passionate about delivering

a great customer experience• I discuss how we can improve our customer service with my team

• I ensure each member of my team feels valued• I develop a culture where we do what we say• I keep any frustrations to myself

• I listen to others and ensure we pull together as a team• I encourage everyone’s contribution • I create a positive environment that supports

others to be at their best

• I demonstrate enthusiasm and commitment to deliver our goals• I assess my own and my teams performance • I recognise the small and big wins with the team

Winn

ing W

ays L

EVEL

2

8 9

• I find new opportunities to improve our customer experience • I challenge decisions positively to improve the customer experience• I recognise and celebrate great customer service

• I build and appreciate the value of a diverse team• I deal with conflict in a professional and empathetic way • I set clear expectations of how others should behave considerately

• I create healthy competition in the team• I acknowledge and reward team contribution and achievements • I create a team environment where everyone’s opinion is valued

• I set challenging targets• I celebrate the success of the team to grow performance• I spot things that will stop us winning and ask for support

Winn

ing W

ays L

EVEL

3

10 11

• I find ways to understand our customers’ needs and take action to improve

• I consistently demonstrate that I care about our customers • I take personal ownership for addressing customer concerns

• I am open and honest and have a genuine interest in others• I show commitment to maintaining Greene King’s reputation• I provide feedback based on fact not opinion

• I understand and build on what motivates and engages the team• I care about helping others to succeed• I balance the needs of the team and the business

to achieve the right outcomes

• I share my knowledge to help others get better • I demonstrate drive and resilience to achieve our goals• I demonstrate a passion for winning and foster this in others

Winn

ing W

ays L

EVEL

4

12 13

• I create an environment where the customer is at the heart of our agenda

• I gather and share customer feedback with the team• I check my decisions stay consistent to our service aspirations

• I encourage a family environment in Greene King• I help others improve by always sharing feedback• I challenge decisions and behaviours that are not respectful

• I create an environment where the team pull together to achieve their objectives

• I listen to what the team have to say and take action• I identify, support and develop top talent

• I support and encourage risk taking and innovation• I create a culture where it’s safe to challenge in a positive way • I have a will to win and it shows

Winn

ing W

ays L

EVEL

5

14 15

• I build strategies that focus on the customer• I create processes that allow us to have a deep understanding of

our customers and use these to inform our plans• I promote the highest service standards

• I build processes and make decisions that reinforce the Winning Ways• I develop strategies that promote diversity & inclusion across

customers and colleagues• I build a sense of community and family for our customers and teams

• I communicate strategies that align the team behind our core objectives• I find ways to improve team effectiveness, promoting collaboration

across the organisation• I build strategies to build great GK talent

• I build strategies that deliver at pace without damaging our longer term performance

• I challenge myself and others to deliver business improvement• I act as a role model and promote the desire to win in the right way

Winn

ing W

ays L

EVEL

6

16 17

18 19

LEVEL 1 LEVEL 4

LEVEL 2 LEVEL 5

LEVEL 3 LEVEL 6

Team Member FOH/BOH Ops Manager

Pub Leadership Team to GM

Level

Business Unit Director

Business Development

Manager

Executive Director / Chief

Operating Officer

Team Member Senior Manager

First Line Manager Director

Middle Manager Executive Director

Job Role Job Role

Operations OperationsWinning Ways Level Winning Ways LevelSupport Centre Support Centre