1. Your Business Southern Illinoisan Carriers run their own business.

2. Meeting Agenda n Your Business n Your Customers Expectations n Profit n Profit Plus n About the Invoice n Contract n Future Sessions

3. Your Business Our carriers are exceptional! Welcome to the team! n Expect a good experience n You can also expect, profits to help meet your goals n Build confidence, gain skills, learn responsibility n Customer Service Skills n Organizational Skills n Good Reputation & Resume Our carriers are exceptional! Welcome to the team! n Expect a good experience n You can also expect, profits to help meet your goals n Build confidence, gain skills, learn responsibility n Customer Service Skills n Organizational Skills n Good Reputation & Resume

4. Your Business Route Contract & Agreement By entering into this agreement you are establishing your own independent business and creating a contractual relationship between The Southern Illinoisan and yourself to provide a service which meets your customer’s satisfaction. n Termination of contract - requires 28 days notice n Coinciding with the bill cycle

5. Your Business Bundle Management Your Invoice & Mailbox n Read your bundle top. Starts, Stops, Expirations, Service Requests, Messages n Correct paper count Count before you go - Draw and Count n Sunday Procedures n Envelopes & Flyers Invoices, Special notes & instructions, Contests, Last paper stickers n Vacation Packages - Vac-Paks

6. Your Business Supplies Customers expect to receive their papers in a dry readable condition everyday, and in all types of weather. Remember the customer is the reason for your new business. n Equipment Carrier Bag, Route lists (delivery & subscriber), Collection book n Supplies Daily & Sunday - rubber bands & plastic bags To order supplies: Call the Supply Hotline -you need your route and account number - They will be delivered on the next days bundle top and charged to your next invoice.

7. Your Business Your Route Alternates You are responsible for providing your own alternates on those days you prefer not to deliver. n Family vacations, emergencies, sickness or just to get a day off n When using an alternate outside your household Call your DM with the name, address, and phone number of your alternate, and the days they will deliver.Call your DM with the name, address, and phone number of your alternate, and the days they will deliver. Provide your alternate with complete delivery instructions, bundle management instructions, our phone numbers, and supplies.Provide your alternate with complete delivery instructions, bundle management instructions, our phone numbers, and supplies.

8. Your Customers Expectations What do your customers want?

9. Customer Expectations Customer Satisfaction Your customer is the reason for your new business. Successful carriers have told us that customers expect: n Prompt delivery n Proper placement n Dry, readable paper n Consistent delivery n Consistent billing n Respect for their property n Bundle Strapping and Materials

10. Service Management Serving your customers is your agreed upon responsibility Communication is crucial to your success! Timely Redelivery Verification of Customer Satisfaction Redelivery Expense Create Solutions to Save Your Customers One saved customer is worth about $45 or more annually!

11. Bundle Delivery Service Management

12. Your Customers n Carriers - Southern Illinoisan & The At Home with Flipside n Racks/ Vending Machines n Stores & Gas Stations n NIE - Newspapers in Education n Mailbags * Any outlet who provides our newspaper for retail sale to Single Copy customers.

13. Your Responsibilities n Verify your load - Delivery Schedule n Trained alternate driver n Bundle - weather protection n Promotional materials Corner & rack cards, store displays Special packages - sample bags or packages n Recycle Bins for newspaper returns Timely redelivery - Redelivery expense

14. Your Business Equipment you may need: n Rack Key n Slugs or “Banana” n Bellatrix Wand n Bundle Bags n Rack Return & Repair Hotline numbers n Vehicle & Backup to Accommodate Load n Cellular Phones

15. Rack Delivery n Front window presentation/ Rack Cards n Call in rack returns everyday n Set the Sunday price and reset daily price n Keep machines clean, nothing under rack n Communication Rack Returns Hotline / Extension 5062 Rack Repair Hotline / Extension 5063 Call with any concerns or new outlet potential

16. Dealer Delivery n Drop at designated drop location 24 hour stores - bring in bundles and set up display n Hucks procedures DSDs n Replace any missed bundle n Redelivery Charges n Protect papers in bad weather n NIE - Newspapers in Education

17. Carrier Delivery n Bulk Drop or Home Delivery n Weather Protection n Sunday Procedures n 3 Part Delivery - Special Sections n Promotional Products n Carrier Supplies

18. At Home with Flipside

19. You are contracted to deliver the “At Home with Flipside” weekly. n Each Tuesday you will receive At Home with Flipside n Who should receive At Home with Flipside n Weekly delivery list n Verification of delivery / Compensation n Customer Delivery Expectations Customers should receive the same service as daily subscribers. n At Home with Flipside supplies n At Home with Flipside is a tool to market your service to non- subscribers

20. Your Profits!

21. Customers = Profits

22. Profit... Plus

23. Profit...Plus Extra Profit Opportunities Special Promotions n Sample Products n Sample Bags n Extra deliveries - example: Thanksgiving n Bonus days n Installing Tubes

24. Profit... Plus Marketing Your Route Each new customer means more cash in you pocket. n Keep your present customers n Attract new customers - Increase your profits Carrier Contests, Free samples, Sampling programs, Full-service marketing department n Earn a bonus- when you start a new customer $10.00 for a new 7 day office pay customer! $ 6.00 for all other frequencies!

25. About the Invoice

26. Retail - Wholesale = Profit n Carrier collect customers - portion of your profit n Office Pay Customer Credit & your wholesale costs n Save your invoices for your route records.

27. About the Invoice n Carrier Insurance Accidental Medical Coverage n Tips Carrier Collect & Office Pay n Bond Ask How to Save Bond Expense

28. What You Can Expect n You should earn your profit! n You should receive your paper everyday in a deliverable condition, at a consistent time, and convenient location. n You should receive an accurate bundle count. n You can get an up-to-date route list. n You have the right to timely and courteous response to your requests. n You should receive equipment and supplies on the next days bundle. n You have your DM for any assistance with your record keeping. n Increase profits by increasing the number of papers you deliver. n Earn tips for outstanding customer service.

29. Service And Route Growth Excellence

30. Service And Route Growth Excellence (SARGE) Service And Route Growth Excellence (SARGE) SARGE is a rewards program designed to award top-notch carriers for providing top-notch service to their customers and growing their route. n You start to earn points with your first 4-week bill cycle n Eligibility Requirements (at least 3 bill cycles on route) n Earn SARGE points for perfect service n Earn SARGE points for maintaining and/or increasing your draw from bill cycle to bill cycle n Points are paid out every 3 pay periods n Points are worth One Dollar each n Must leave route in good standing

31. Service And Route Growth Excellence (SARGE) Service And Route Growth Excellence (SARGE) SARGE Awards are based on average carrier draw regardless of the number of routes delivered 75 or less = 5 Points 76-125 = 10 Points 126-175 = 15 Points 176+ = 20 Points Points are awarded on both Perfect Service and Route Growth

32. Your Business Route work is a challenge with many rewards. n Profits n Teamwork n Service to your neighbors n On your own responsibilities Welcome to the Team!