🏆The Standard Setter Award is awarded to the person who has 'set the standard' for the team each month. From something as simple as correct data entry, to excellent customer reviews, setting the standard is something we are ready to reward.
And the January Winner is:
🎉Paul McDougall🎉
Why:
Paul has been recognised this month for his persistence in a market traditionally avoided across NSW and the ACT. The public school sector has long been dominated by facility management companies that prioritise contractors almost exclusively on price. Over recent months, Paul chose to look deeper and assess whether the existing processes were truly effective. Through this approach, he uncovered widespread dissatisfaction among both schools and the Education Department, particularly around quality of work and communication from the facility management company and its contractors. Seeing this as a great an opportunity, Paul proactively introduced himself to key stakeholders within the Education Department; specifically the Regional Facility Managers, each responsible for four to five schools. What began as small, ad hoc painting projects quickly grew, driven by Paul’s strong focus on exceptional customer service and faster turnaround times. He ensured both the Project Manager and Lead Foreperson clearly understood the stakes and the longer-term opportunities tied to delivering an outstanding customer experience. By Christmas, Paul had successfully secured eight major repaint projects, generating $470k in revenue for the Sydney Branch.
What we can learn?
Curiosity, persistence and hard work truly pay off. Paul could have easily avoided this sector after being told, “don’t waste your time chasing them; it won’t go anywhere.” Instead, he questioned that advice. He considered that key contacts may have changed roles, or that the incumbent contractor may have delivered substandard workmanship. Paul then focused on addressing the areas where the previous contractor had fallen short-customer service, communication and quality. He understood the bigger picture: that completing smaller, more detailed jobs was often the pathway to securing larger repaint projects. By building strong relationships with multiple stakeholders across the Education Department, and earning their trust through consistent performance, Paul ensured both he and Programmed stayed front of mind through internal discussions and recommendations. So ask many questions. Don’t assume. Don’t solely rely on other people’s opinion. Find out from the customer or prospect’s perspective why we are not working at their site or in their industry. Take control of your own destiny and opportunities will develop for you and your Branch.
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