A Personal Note From The Country Chairman

Issue 15, 2020


Dear Retail Partners,

We are operating in unprecedented times with the economic, social and political impact of Covid-19 globally. Closer to home, in Malaysia, we are experiencing a surge in case numbers that have exacerbated the challenging business environment that we are operating in.

At Chevron, a top priority is the strong and consistent support to our retail partners, customers and the communities where we work. I am grateful for your continued partnership and resilience as we navigate the last few weeks of 2020 and I look forward to journeying with you into the coming year.

In this issue, I have invited leaders in our network to share their reflections on the lessons learned this year and steps they have taken to mitigate the challenges of the pandemic. In addition, our team has produced an appreciation video to commemorate our station front-liners. These Caltex heroes are exemplary in their work commitment, trusting us with the safeguards in place to protect their well-being as they play the role of Caltex ambassadors to serve our customers. Thank you for your dedication and continued support.

An important part of how we work, is the commitment to make a difference in the communities where Chevron operates in. With this principle in mind, we forged a partnership with the Yayasan Food Bank Malaysia (YFBM) to provide food supplies to underprivileged families who have been severely impacted by the effects of Covid-19. We were able to support more than a thousand families in the Klang Valley and we sincerely hope that the contribution will go a long way to alleviate the burdens faced by these communities.

Amidst the challenges that 2020 has presented, I am happy to announce that we continue to welcome new members to our Chevron community. To date, we have added 12 new sites to our network and I remain optimistic that the numbers will continue on a growth trajectory in the new year.

In this issue, we also featured a heartwarming story about Mr. Gan Chee Chong, a regular customer who has found his home with us. It is testimonies like Mr. Gan’s that truly inspire us to go the distance to bring value to each customer as we strive towards becoming the partners of choice for them.

In closing, I would like to welcome Richard Tang, our new Retail Manager effective November 1, 2020. Over the span of Richard’s 20-year career in Chevron, he has helmed a diversity of portfolios within the retail network. Richard was previously the Asset Optimization Lead for Malaysia, Cambodia and Singapore where he spearheaded our network expansion and pioneered sustainability efforts.

I would also like to thank Chang Swee Wah for his contributions as our District Manager for Retail Malaysia for the past 10 years where he was instrumental in driving business growth in the Central and South regions in Malaysia. Chang will remain as a business leader team where he will be heading Asset Optimization, South East Asia.

The close of 2020 marks my first year as the Country Chairman of Malaysia. Throughout the course of the year, I have had the privilege to meet some of you and I appreciate the camaraderie and friendship we share. My heartfelt gratitude and thanks go out to the partners who have renewed their partnerships with us and for the commitment shown by all of you. Despite the uncertainties in our operating environment, you have shown tremendous resilience and strength, and I am honored to be working alongside you.

I wish you all the best for the coming year.

Stay safe and well.


Jay



At the time of writing this, the COVID-19 cases are still in the hundreds and we have yet to see the figures go down to double or single digits. This is indeed worrying but we continue to hope that our Retailers and Branded Marketers are doing fine and will continue to comply with set SOPs. We recognize that this year has been very challenging due to the pandemic and the different phases of the Movement Control Order. Nonetheless, with every challenge comes change and with it, emerging opportunities. What remains constant is the need to reach out and engage with our communities, customers, consumers and family members. We have seen how people in these uncertain times become more agile in adopting digital capabilities. Communication to the customers are now done digitally – via social media, e-wallets, mobile apps (all this being the new norm) and that is what we see many of you doing – during the time when your customers did not come to you, you went to great lengths to reach out to them.

Syabas for your agility to adapt! You have kept your communities and customers engaged and they in turn, keep you close to their hearts. We wish to take this opportunity to thank all our Retailers for your patience, strong will, creativity, support and for providing a “safe” environment for our customers. Despite the challenges, we see recovery in sales in the majority of the markets. We also believe in the strong partnership between Retailers, BM and Chevron to weather this period as reflected in the promotional activities for sales recovery, new site openings, new initiatives such as e-wallets and many more. We hope in the coming two months, we will continue to forge on this journey together and build a strong foundation for a prosperous 2021.

- Chang Swee Wah & Faizah Abdul Samad, District Retail Manager, Chevron Malaysia



People often say that we (essential business) are fortunate to be able to continue with 'business as usual' during the MCO. As for my partner Dato' Rahim and I, this is not entirely true. We find the term 'business un-usual' more suited for the petrol station business. Due to change in customer behavior, our petrol station customer service platform has expanded to incorporate strict sanitizing and social distancing practices as basic safety measures. Other than delivering 5-Star quality fuel, customers also expect us to safeguard their wellbeing and health while they refuel or shop with us. In this new business environment, while physical distancing is important, I believe that heart-to-heart engagement is equally important to maintain good customer relationships. It is important that our customers feel and receive a ‘human touch’ through the services we render. Therefore, I urge our retailers to continue serving our customers at an operational excellence level. Do not forget to smile, greet, and thank our customers. Make every goodbye mean "see you again".

- Saw Chang Heng, Executive Chairman, PenPec Sdn. Bhd.



Together, we are facing a tough and uncertain year. Never before have we seen a pandemic of this scale affect our families, businesses, communities and our way of life. Many things will be different once this global public health crisis is over. Yet in the midst of this crisis, as we all try our best to maintain normalcy, there are important things that we should never be complacent about, such as the health and safety of our families, workers, customers and our community. Right now, it's important that we stay resilient, learn from this experience and make changes in our business operations to ensure business continuity. Stay engaged with our customers by showing that we care for their safety and well-being. Stay safe and stay resilient!

- Nick Shankar, General Manager, Schofield Sdn. Bhd.



In life, we will experience setbacks and failures – this is given. For 2020, Covid-19 has served us with a massive pitfall that has brought about devastating effects. Resiliency is the courage to overcome any adversity and setbacks. For our business, it is crucial that we are not distracted by obstacles that life throws at us but to look at setbacks as opportunities to improve and focus our energy on things that are within our control. To quote the famous poet, Raimer Maria Rilke – "Let everything happen to you; beauty and terror. Just keep going. No feeling is final."

- Eddie Lim, Managing Director, Sutera Matra Sdn. Bhd.



To describe 2020 as challenging, is an understatement. Little did we realize that the lives we once knew has ceased to exist. In its place is a ‘new normal’. The government imposed Movement Control Order on 18 March 2020 as a first step to contain the pandemic spread which led us to secure facemasks, hand sanitizers, gloves and pump disinfectants for ourselves and our network This is a new norm from what we used to source traditionally for LSM and promotions. Then we have new adherences in place – SOPs, MySejahtera app, temperature reading, social distancing and sign-in for contact tracing for all. A new inconvenience, but a new norm indeed. Business was severely impacted for the first couple of months. Fortunately, with the reopening of travel restrictions, demand for fuels has continued to improve. We also didn’t stop there but continued our station social responsibility by giving out zakat to 50 needy recipients and pushed to expand our near completion NTI site. A sign every cloud has a silver lining. Meanwhile, our team continued to ensure that we followed the new requirements while maintaining our best in customer service – smiling beneath the mask. All in all, we are facing a new norm and must continue to find ways to empathize, embrace and move forward.

- Hassan Seeni, Managing Director, Trivenus Sdn. Bhd.