Business Times Mornington - October

business & Leisure: Frankston | Mornington Peninsula | Dandenong

OCTOBER 2011 | $4.95 (GST inc.)

Job watch Working the networks design - print - finish

All Under 1 Roof

expert 1773

advice

Galaxy Print & Design proud printers of

CLIENT RELATIONS

PLANNING LAWYER MEGAN SCHUTZ DISCUSSES A PLANNING REVIEW AND ITS LIKELY IMPACT

HAMISH PETRIE TELLS WHY IT IS IMPORTANT TO TALK TO YOUR CLIENTS

business cards, office stationery, folders and inserts, newsletters, leaflets, flyers, booklets, postcards, greeting cards, posters, banner, poster frames, notepad & deskpads, stickers, bookmarks and much more.

creative solutions

BusinessTimes

quality

products

1300 13 75 73

DAVID CHALKE’S JOB IS TO KNOW YOUR ATTITUDES AND HOW YOU’RE FEELING

FUTURE FRANKSTON

NATIONAL

TRACKING TRENDS

76 Reid Pde, Hastings VIC 3915 P 03 5979 7744 F 03 5979 7944 artroom@galaxyprint.com.au www. galaxyprint.com.au

CONTENTS

who/what/where

BUSLINE FOR SALE: P9 BuSinESS & LEiSuRE: Frankston | Mornington Peninsula | Dandenong

Business Times / ISSUE 18 / OCTOBER 2011

Features

FRANKSTON / MORNINGTON PENINSULA / DANDENONG

Job watch Working the networks

Value adding pays off in recruitment

HAMISH PETRIE TELLS WHY IT IS IMPORTANT TO TALK TO YOUR CLIENTS

COVER: Charlotte expert creative quality Tabatabai covered much ground before calling Australia home, but now she’s very much part of the recruitment scene in the southeast. advice

Networker:

CLIENT RELATIONS

Galaxy Print & Design proud printers of

solutions

BusinessTimes

products

76 Reid Pde, Hastings VIC 3915 P 03 5979 7744 F 03 5979 7944 artroom@galaxyprint.com.au www. galaxyprint.com.au

Trendspotting:

A social scientist maps way ahead for business

Columns

Busy Bites 6 IT issues: computer mythbusting 8 Bizzquiz 9 Networking 14 Business Directory 23

Planning: Megan Schutz Markets: Richard Campbell Health: Mike Ellis Managing: Hamish Petrie

1760

Departments

A Paris Group firm

What does MBA mean?

Accounting

Modest But Awesome?

Financial

More Business Acumen?

Taxation

Mornington’s Brightest Accountants?

342 Main Street, Mornington 3931 342 Main Street, Mornington, 3931.

Contact Jason Beare, Dereen Wallace, Amy Bignell or Email Irenateam@mbabusinesssolutions.com.au Lioudvigova on 03 5970 8100 Tel 59 70 8100, email team@mbabusinesssolutions.com.au

1744

Your Local Specialists

1209

Accounting team members - Jason Beare, Dereen Wallace, Amy Bignell and Irena Lioudvigova.

2 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011

1300 13 75 73

FUTURE FRANKSTON PLANNING LAWYER MEGAN SCHUTZ DISCUSSES A PLANNING REVIEW AND ITS LIKELY IMPACT

business cards, office stationery, folders and inserts, newsletters, leaflets, flyers, booklets, postcards, greeting cards, posters, banner, poster frames, notepad & deskpads, stickers, bookmarks and much more.

NATIONAL

TRACKING TRENDS DAVID CHALKE’S JOB IS TO KNOW YOUR ATTITUDES AND HOW YOU’RE FEELING

design - print - finish

All Under 1 Roof

1773

10 16

OCTOBER 2011 | $4.95 (GST inC.)

TONY MURRELL KEITH PLATT MARG HARRISON DAVID HILET MELANIE LARKE SIMON BROWN Design MARLON PLATT

Publisher / Director Editorial Director Sales Director Managing Director Material production / Prepress

Email: General: inquiries@businesstimes.net.au Editorial: news@businesstimes.net.au Advertising: sales@businesstimes.net.au Artwork: production@businesstimes.net.au Internet: www.businesstimes.net.au BusinessTimes is published 10 times a year by BusinessTimes Pty Ltd and printed by Galaxy Print & Design, 76 Reid Parade, Hastings, Victoria 3915.

Postal: PO Box 428, Hastings, Victoria 3915 Tel. 03 5979 3927 Fax. 03 5979 7944

12 19 20 21

Are you in BusinessTimes?

For advertising, contact Marg Harrison on 0414 773 153 or marg@businesstimes.net.au Make sure every business knows your business.

DISCLAIMER: Information in BusinessTimes contains general advice only. No article or column has been prepared taking into account any individual reader’s financial situation, investment objectives or particular needs. Readers should personally consult professionals for advice on any matter, including investment, health and the law. While all care is taken, BusinessTimes accepts no responsibility for errors or omissions in the published material. Views expressed are not necessarily those of BusinessTimes Pty Ltd. All content is copyright.

DIGEST

Someone sneezes…

It seems any economic news less than the promise of world fiscal salvation sends a shiver in search of our collective spine. We have abundant resources, a strong economy and banks operating within a regulatory framework that remained cool and collected during the global financial meltdown. Yet, our stockmarket freefalls further than the US which has debt increasing at the speed of light.

If it’s not Greece’s national debt we’re worried about, it is Italy or the Iberian Peninsula. Or a question about China’s continuing capacity for growth. Are you kidding?

RBS Morgans’ chief economist (formerly ABN Amro) Michael Knox warned just before the financial crisis that the stockmarket was a place of risk. He could have gone on to say that it runs on fear and greed. At the time Knox didn’t mention we’d all be skittled by the high risk complex financial products, particularly those related to mortgages in the US. On August 8, 2008, he wrote: “The only time that the $US has been strong in the past 20 years was when the budget was in surplus

during the Clinton Administration. The end of the Clinton Administration and the beginning of the Bush Administration saw the beginning of budget deficits and a weak $US.” This was in a column that Knox was tipping that the A$ would reach parity with the US$.

He added that when the US was in deficit, it usually took a fair while to burrow its way out.

US right-wing political satarist P. J. O’Rourke agrees. He observes that the US economy has two basic states: ‘Okey dokey’ and ‘Notso Hotso’. And when it’s ‘Notso Hotso’, says O’Rourke, it tends to stay that way a while.

It’s been four years already.

O’Rourke, commenting on Capitol Hill said: “If government were “The mystery of a product, selling it government is not how would be illegal.”

Washington works but – P. J. O’Rourke how to make it stop.”

Still attractive

NEW research shows that Australia should remain an attractive country for international retailers as major local retailers bucked the gloomy trend. Harvey Norman Ltd, Woolworths Ltd, Wesfarmers Ltd and JB Hi-fi Ltd all reported higher profits in 2010-11. IBISWorld said both Costco and IKEA planned further stores and UK mega fashion store Topshop would open its first Australian outlet by 2012…

Jobless up

THE seasonally adjusted Australian unemployment rate increased 0.1 percentage points to 5.3 per cent in August, according to the Australian Bureau of Statistics (ABS). The number of people employed decreased by 9700 to 11,432,600 in the month.

The decrease was driven by a decrease in full-time employment.

The latest technologies delivered by local people who understand business!

PH: 1800 119 969 Mobile Telephony - Voip - Telephone Systems - Tablet Devices - Accessories

1748

Check out our showroom @ 45 Lathams Road Carrum Downs! www.yesbusiness.net.au October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 3

NEWS

Expert, Approachable, Responsive

. business law .

. international trade & relationships .

. commercial litigation .

. copyright, trade marks & patents .

City’s of the damned

Reluctant holidaytakers

AUSTRALIA’S professionals are reluctant to take all of their holidays, according to a survey by recruitment consultant Robert Walters. Just 41 of the Australians ALL that is missing is pestilence and among 1700 professionals surveyed across the world famine, although we have just emerged used more than 75 per cent of the entitlements in from a 13-year drought.

2010. The reverse was true in Ireland where 87 per While Melbourne’s dams are filling up cent of professionals used more than 75 per cent and the drought-breaking billion dollar of their leave, followed by the UK (75%) and Hong desalination plant near Wonthaggi crawls Kong (69%). Australia also had the highest proportion towards completion, Greater Dandenong, of professionals who did not take any holiday leave Frankston and the Mornington Peninsula at all (25%). Robert Walters’ Associate Director of have been given warnings about fire and Accounting Recruitment, Darran Butcher, advised floods.

For all wanting legal services a business andto its people need companies to keep their star performers Low lying areas between Greater “also consider whether they are doing enough to offer Dandenong and Frankston - where they Est. 1954 work-life balance”. extend in to the city centre - are seen as

being under threat of flooding, in no small part due to industrial and residential development.

VLOCITY carriages make up more than half of the Self-styled flood expert Alan Hood – V/Line fleet following the delivery of the 134th and who has built a house on artificially raised 3, Bombardier’s 454 Nepean Hwy Frankston 2323 finalLevel car from Dandenong factory. The 9783 land at Bangholme – says the best remedy delivery brings the total number of two and three is a canal from Knox to Western Port. carriage trains Bombardier built to 51.

“It’s a pipe dream that would cost Level 8, 256 Queen Street, Melbourne 9602 4022

Final carriage www.whitecleland.com.au

. corporate acquisitions & sales .

. corporate counsel services . hundreds of millions of dollars, but we have to do something,” he. admits. business debt recovery .

A report by Melbourne Water shows Frankston Council has been .told that its defence & government latest drainage budget is $755,000, far contracting . short of the $12m needed for drainage and flood mitigation. . employment law .

Mr Hood has described the February rains that inundated areas. commercial of Greater property law .

Dandenong as a “test run”.

He says the drains and creeks to Port. franchising .

Phillip will be ineffective when combined . insolvency & bankruptcy . with a southwest wind.

Meanwhile the state government . intellectual property licensing has introduced new bushfire &building technology transfers . regulations tipped to add between $3000 and $10,000 to the cost of an .average commercial leasing . house.

Maps released by the Department of government . . local Planning and Community Development . offsets & industry plans . show much of the Mornington Peninsula,

. probate & administration of deceased estates .

Buying or selling . family law . a business? . wills, trusts & estate planning .

Then your business is OUR business.

Expert, Approachable, Responsive

. business law .

. international trade & relationships . . commercial litigation .

. copyright, trade marks & patents .

. corporate acquisitions & sales .

ABEL

. corporate counsel services .

. business debt recovery . . defence & government contracting .

ExPERT, APPRoAChABLE, RESPonSIvE

REAL ESTATE

. employment law . . commercial property law .

Established 1965

. franchising .

 REIV Members  Dedicated Service  Small to large businesses

. insolvency & bankruptcy .

. intellectual property licensing & technology transfers .

. commercial leasing . . local government .

1743

• Business Law For all legal services a business and its people need • Commercial Litigation Est. 1954 • Copyright, Trade Marks & Patents • Corporate Acquisitions & Sales www.whitecleland.com.au • Corporate Counsel Services • Hwy International & Relationships Level 3, 454 Nepean Frankston 9783 Trade 2323 • Business Debt Recovery Level 8, 256 Queen Street, Melbourne 9602 4022 • Commercial Property & Leasing • Defence & Government Contracting • Employment Law

Servicing the Mornington Peninsula, . offsets & industry plans .

Southern, South Eastern Suburbs . probate & administration of deceased estates . and Westernport Regions . family law .

395 Nepean Highway Frankston 3199 www.abelrealestate.com.au

454 Nepean Highway FraNkstoN 2 seventh avenue rosEBUD 256 Queen street MElBoUrNE mail@whitecleland.com.au

9783 2323 5986 1666 9602 4022

www.whitecleland.com.au

4 | BusinessTimes Frankston / Mornington Peninsula / Dandenong |October 2011

9770 1033

1755

. wills, trusts & estate planning .

LOCAL GOVERNMENT

THE ranges beyond Dandenong are the catchment and create bowl effect for the flood prone areas extending south to Frankston.

scientifically developed, but they seem pretty crazy and defy logic,” Mr Wishart said.

“Ninety per cent of jobs in housing estates will now be classed as bushfireprone, requiring at least $5000 extra for a 20 square house.”

Included in the new regulations is the need to install protective mesh on roof vents, evaporative cooling units and exhaust vents; all above ground water or gas pipes must be metal.

Mr Wishart said his company had rechecked its most recent 10 jobs and all

1753

more than half of Frankston and large chunks of Greater Dandenong as being bushfire-prone.

Frankston’s risky area extends well into the central shopping and commercial district.

The new regulations are not retrospective, but they will apply to any new or replacement buildings.

Building surveyor Tony Wishart of Frankston-based Plan Scan said his company’s two-storey office in Young St was now within a bushfire prone area.

“They say the bushfire maps were

would have been required to meet the new minimum requirements.

“Borrowing an extra $5000 for 25 years is a heck of a lot of money,” he said.

“Protecting houses from ember attack in the middle of an estate will be to no avail.

There are never ember attacks in those estates.

“Everyone in the business is saying this is ridiculous and makes no sense.”

The new bushfire-prone areas are a direct result of recommendations made by the Black Saturday royal commission.

The entire state was declared bushfire prone in the wake of the disastrous February 2009 bushfires, and the Department of Planning and Community Development, the Department of Sustainability and Environment, the Country Fire Authority and the Building Commission were told to investigate what changes were needed to building regulations.

Designated bushfire-prone area maps are available at www.dpcd.vic.gov.au/ bushfireproneareas

Go anywhere – anytime

Your local 24/7 service Don’t Drink & Drive!

Book Taxis now for end of year functions.

• Reliable Taxi Service • Urgent parcel and document delivery door to door • Servicing both businesses and the community for over 50 years

Major Credit Cards Accepted www.dandenongtaxis.com.au

1300 my taxi

Admin: 9792 9720

1300 698 294

www.dandenongtaxis.com.au

October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 5

BUSY bites

Irrigation contract Aquatrad Services (Vic) has a $428,450 contract to supply Greater Dandenong Council with irrigation and agricultural drainage maintenance services and parts. The contract has an option to extend for two 12-month periods at council’s discretion.

$1.5 m. vehicle contract Procurement Australia has won a three-year $1.53 m. contract with Greater Dandenong council for vehicle supply.

Council had been purchasing vehicles under the Whole of Government Victoria Contracts but this has a limited supplier listing of Ford, Holden and Toyota. The Procurement Australia Contract includes a wider range of vehicles but does not include Ford, Holden or Toyota.

These suppliers did not tender.

Council will continue to purchase Ford, Holden or Toyota vehicles under the existing ‘Whole of Government’ Fleet contract.

Council sometimes uses companies not included under either contract. If vehicles need to be purchased from these manufacturers, council uses a competitive quotation process between dealers. When buying light vehicles, council tries to have long-term relationships with local dealers and use government fleet discounts wherever possible.

Women with the power Forbes, the US magazine famous for it lists of celebs, the rich and the powerful, has produced a rundown on the 100 most powerful women in the world.

Predictably, 59 of the 100 are Americans, including six in the top 10. Hilary Clinton is second to West German chancellor Angela Merkel. Other Americans in the top 10 are Indra Nooyi, CEO of PepsiCo (4); Sheryl Sandberg, COO Facebook (5); Melinda Gates, co-founder Bill & Melinda Gates Foundation (6); Michelle Obama, First Lady (8); and Irene Rosenfeld, CEO Kraft Foods (10).

Three Aussies on the list are Gina Rinehart, mining tycoon (19); PM Julia Gillard (23) and Westpac CEO Gail Kelly (32). Former NZ PM Helen Clark, Administrator of the UN Development Program, is listed as the 50th most powerful woman.

Power women Angela Merkel, Gina Rinehart and Julia Gillard

Pop star Lady Gaga (11) is the youngest at 25 while Queen Elizabeth II (49) is the oldest at 85.

Soccer mom, sports shooter, vice-presidential candidate and former Alaskan governor Sarah Palin is 34th on the list which also includes Oprah Winfrey and Beyonce Knowles. The list was published before Sam Stosur won the US tennis open: she would have made it on her forehand alone.

GST rate increase ‘a help to productivity’ A GST increase and abolition of inefficient taxes would significantly boost productivity, according to research commissioned by CPA Australia.

KPMG Econtech examined the overall economic effect if GST increased by 12.5, 15 and 20 per cent respectively and how this would help fund reduction, or abolition, of “inefficient” taxes like insurance taxes, motor vehicle taxes, commercial conveyancing duty and payroll tax. The number of taxes either abolished or reduced would increase exponentially along with the rate of the GST. Results show that increases in the GST rate of 15 and 20 per cent respectively would deliver the greatest productivity growth with standard of living increases, broadly speaking, as a result.

Introducing a uniform GST (maintaining the current

rate of 10 per cent but including goods and services currently GST-free ) would also deliver “significant, but lesser, gains”.

Other key findings indicated: • Increases in GST rates as outlined above would lead to GDP gains ranging from 0.4 to 0.9 per cent; • A GST rate of 20 per cent would also enable cuts to both company and personal tax rates; • That Australia’s rate of GST is low by global standards (the global average is more than 15 per cent); • The effect of GST rate increases would vary between industries (eg: finance, motor vehicle and construction industries are among those who would benefit most); and • Increases in GST rates between 12.5 and 20 per cent would deliver aggregate standard of living gains

1735

6 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011

How we spend our money THE money that Australian households spend on goods and services goes on housing, food and transport, according to a major survey released in September by the Australian Bureau of Statistics (ABS).

The latest Household Expenditure Survey (HES) showed the average Australian household spent $1236 a week on goods and services in 2009–10, an increase of 38 per cent ($343 per week) from the previous 2003–04 survey. In contrast, prices as measured by the consumer price index (CPI) increased by 19 per cent, indicating a rise in real living standards over the five years.

The largest increases in average weekly household expenditure since 2003–04 were: current housing costs (selected dwelling), up $80 (55 per cent), due in part to increased mortgage interest payments, up

User pays at VCAT

$35 (75 per cent) and increased rent payments, up $32 (68 per cent) food and non-alcoholic beverages, up $51 (34 per cent) recreation, up $47 (41 per cent) miscellaneous goods and services, up $37 (46 per cent), partly due to increased spending on education fees for primary and secondary schools, up $10 (107 per cent). The level of weekly expenditure varied across states and territories. Households in the Australian Capital Territory ($1536) and the Northern Territory ($1500) recorded the highest average weekly expenditures. The lowest average weekly expenditures were in South Australia ($1044) and Tasmania ($1064).

The average weekly expenditure of households located in capital cities was $1310, compared with $1107 in areas outside of capital cities.

The Major Cases Planning List has been reinstated at VCAT on a users pay basis.

The purpose of the list is to reduce the waiting times for major cases to be heard by VCAT. The list will be available to residential developments with a value of $10 million or more, and industrial, commercial and non-residential projects worth at least $5 million.

Applicants wishing to have a case included on the Major Cases List will pay an initial fee of $3000 (excluding GST) together with a daily hearing fee of $3115 (excluding GST).

Retail knock

of between $1.6 to $4.7 billion a year.

CPA Australia CEO Alex Malley said the research highlighted the importance of reaching a broad consensus at the October National Tax Forum on the need to remove a range of inefficient taxes funded by other revenue sources.

“Our research helps demystify concerns that an increase in GST would hurt Australians. If the forum

is to set us on the path to significant tax reform, then we must look at how we can eliminate many of the inefficient taxes Australian businesses face and this includes a serious discussion on the GST. “This research raises some interesting points in how changes to the GST can bring about gains in productivity, GDP growth and bring about a boost in living standards,” he said.

LAST summer’s natural disasters and sharemarket volatility have knocked down retails sales.

Deloitte Access Economics reported that the 2010-11 financial year saw the worst retailing result in 20 years.

Retailers faced conditions going from bad to worse, said Deloitte partner David Rumbens in its latest quarterly Retail Forecasts report published mid September.

Rumbens said sharemarket falls eroded both wealth and consumer confidence while jobs data had been less than encouraging...

Australia’s Independent Investment Property Sales Network

Call Martin M: 0407 500 158 Available @ Carrum Downs

CALL 1300 123 INVEST 1300 123 468 Ask for Martin Wyatt Email: Invest@RealEstateOnline.com.au Or Visit www.RealEstateOnline.com.au

Victorian Hotspot From $290,000 Off the Plan 4 Br, 2 Bath, Double Garage Rent $330+ PW Call Martin M: 0407 500 158 Available @ Carrum Downs

1739

$275,000 – Stunning Duplex Rent of $407* Per Week 10 Yr Gov’t Guarantee* $10,000 Builder Bonus

October 2011 | Frankston / Mornington Peninsula / Dandenong | BusinessTimes | 7

IT ISSUES

It’s OK, I just reset it and everything works This is probably our most common phone call. It’s usually a good outcome for everyone, but what happens when you’re resetting everything and the fact that it solves your problem is only a co-incidence? I once met a company which was fully resetting its server six to 10 times a day because the internet would stop working and resetting everything would fix it. Turned out the internet dropped every time a fax came through, and in the time that it took for the server to reboot the fax would finish and the internet would start working again. You can see how it looked like the server was at fault, but a $15 ADSL filter solved the issue. When you add up how much time is lost in resetting your system (particularly if it’s more than once a day), it might be time to look at the causes of the issue. Now we can go on to talk about calling a plumber to fix a toilet or an mechanic to fix your car, but the fact is that sometimes calling in the specialists is the smart thing to do. More often than not the main reason people don’t call is because they believe it could be fixed in five minutes flat and if so would be a permanent blemish on their IT record.

This could not be further from the truth!

If it’s genuinely a five-minute fix then stick it on the list, and when the list fills up let us know and we’ll address the lot!

By Matthew Gordon, Managing Director, Solution One, (03) 5987 1565

Computer mythbusters to the rescue...

It’s been a week of questions that have made us smile, this being the case I thought I would take a moment to share with you a few common myths that we debunk regularly. Here are my top three “IT myths” 1. My computer is slow, I need to clean up my desktop.

This is definitely our number one! I can absolutely confirm that your photos and music have little or no impact on the speed of your computer. Instead of looking at thinning your data that could indeed be precious, I would instead look at the number of programs installed, and in particular the number of programs that are set to automatically start when the computer does. Another real performance killer is Internet Explorer toolbars – these critters are as common as flies and just as annoying!

2. Screen Savers The screen saver is a modern art form. But what it isn’t, any more, is a way of saving anybody’s screen from anything.

In days of old, monitors were quite susceptible to a phenomenon known as “burn-in” or “phosphor burn”. An image shown on the monitor for a long time - a default menu, for instance - would burn in as an incurable ghostly image All you need to protect your screen, of course, is to blank it; again, current PCs with their standby features make it easy to save electricity as well as the screen.

3. Don’t Defrag You don’t need to defragment your hard drive very often. While this can, indeed, improve performance a bit, there’s no reason for even a

There are a few myths surrounding the performance of your computer system.

heavily used computer to be defragmented every week, or even every month.

Hard drive performance makes very little difference to system performance on machines with adequate physical RAM. The difference in performance between unfragmented and a moderately fragmented drives is small. If your PC is performing poorly look at the number of programs you have set to start when the PC is turned on.

Not your average IT Company Local Computer, Network & Internet Specialists Solution One - (03) 5987 1565 Email: team@solution-one.com.au – www.solution-one.com.au

8 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011

1769

Friendly Trustworthy Advice On-site, On-time, Qualified & Competent Mornington Peninsula Based - We’re here when you need us Microsoft, Cisco & IBM Certified Engineers

NEWS

n Bizzquiz

Ticket of leave for Grenda

Yvonne West, of Euro Collections, Mt Eliza, retired to start a family 44 years ago.

She worked part time to help a colleague with a new show business. “After three months I was working full time and eventually took over the business. I expanded to a total wardrobe collection and now have five boutiques of imported and designer fashions, plus a tailor made-to-measure service.” Yvonne specialises in helping clients make their wardrobe work for them so they enjoy dressing in the best style and cuts for their figure. Many of her clients have been returning for 40 years. Now their children and grandchildren are customers. She visits some of her clients in their homes.

I dreamed of being a... teacher, fashion designer.

My first paid job was ... in retail, selling shoes Friday nights and Saturday morning while still at school.

Anyone starting a business should ... do their homework on the area, product and growth potential.

AFTER nearly seven decades the Grenda family is moving on from the transport business. The family’s companies Grenda Transit Management (‘GTM’) and Volgren are up for sale.

Staff were told that the family has appointed advisers and expect to finalise a sale “in coming months”. Director Ken Grenda said family interests “continue to diverge, with the next generation not expected to be in a position to run the business for a number of years”.

Grenda’s history in buses began with George Grenda in 1945. The manufacturing arm Volgren began in 1977 and has assembly plants in Dandenong, Perth, Brisbane and Newcastle.

Managing director Scott Grenda in March told BusinessTimes about future fuels (electricity, natural gas); competition from cheap buses from China; and how a spike in fuel prices will lead to increased use of public transport buses.

In 10 years I will ... hopefully be not working seven days.

Our business planning entails ... giving clients the best possible look for their figure and lifestyle.

I am inspired by ... some of my older clients who done so much with their lives.

I’ll know I’m successful when ... clients travel from interstate and overseas for my expertise and collections each season.

My mother and father always told me ... save and buy quality, not quantity.

I wish I had ... more time with my sons but we all move at such a fast pace now.

I wish I had not ... lost my parents at such an early age.

Widely regarded as one of Melbourne’s hidden treasures.......... Long Island Country Club is a golfer’s dream come true.

• Classic Sand belt course – playable all year round • Excellent practice facilities including driving range, chip & run and putting green • Corporate golf days a speciality • Corporate Membership available to suit your business needs • Includes Membership to Bowls Club • Great social & event calendar

For further Membership information, please call Janine on 9786 4122 Visit us online www.longislandgolf.com.au Long Island Country Club Dandenong Road, Frankston 3199

ips sh r be n em Me m ay ies & d 5 d On La 1750

East link freeway makes this superb Country Club even more accessible than ever before

October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 9

COVER STORY: Retraining, recruitment & networking

Words & pictures by Keith Platt

YOU could write a book about Charlotte Tabatabai, but you had better not; that is something she is saving for herself. However, a short synopsis of her life so far helps explain Tabatabai’s enthusiasm for work, family and Australia, Dandenong in particular.

Her story begins in Goa, on the southwest coast of India, the country’s richest and smallest state. Born there to a strict Catholic family, young Charlotte and her family moved to Mumbai (formerly Bombay) that she left aged 19 for a life with her husband Joe in Tehran, Iran. Ten years later the couple and their two daughters flee Iran in the wake of the revolution, which toppled the 2500-year long monarchy, then headed by the Shah of Iran,

Mohammad Reza Shah Pahlavi. Before the turmoil, the multilingual Tabatabai had been a personal assistant for executives of several leading companies, including United States owned Lockheed and Iran Aircraft.

Speaking English, Farsi and Hindi, meant Tabatabai could “pick and choose jobs” and would often be headhunted – unsuccessfully – by clients of the company for which she worked. But the good times ended in 1979 with the revolution that installed Ayatollah Khomeini as head of a fundamentalist Islamic state.

Some time later the Tabatabais arrived in Australia.

“I could have kissed the ground for being given the opportunity to live here,” Tabatabai recalls.

Her professional experience was quickly recognised by Pilkington Glass in Dandenong, a company she worked with for 16 years (14 of which were spent in human resources) and still remembers with affection.

Unlimited: #

#

* *

vailable only for PSTN lines and limited to 10 services per account. All Smart Biz plans on the same account are required to be charged the same monthly access fee. Each monthly access fee includes one mum contract term of 24 months and minimum total cost of $2376 applies. #Unlimited excludes international calls and calls to premium numbers. Commander Fair Use Policy applies. Full Terms & Conditions s Terms can be found at www.commander.com *

Calls to mobiles

*Smart Smart Biz plans available only for PSTN lines and limited to 10 services per account. All Smart Biz plans on the same account are required to be charged the same monthly access fee. Each monthly access fee includes one line rental. A minimum contract term of 24 months and minimum total cost of $2376 applies. #Unlimited excludes international calls and calls to premium numbers. Commander Fair Use Policy applies. Full Terms & Conditions and our Customers Terms can be found at www.commander.com

www.commander.com

132 777 www.commander.com

Unlimited 132 777 : #

*Smart Smart Biz plans available only for PSTN lines and limited to 10 services per account. All Smart Biz plans on the same account are required to be charged the same monthly access fee. Each monthly access fee includes one line rental. A minimum contract term of 24 months and minimum total cost of $2376 applies. #Unlimited excludes international calls and calls to premium numbers. Commander Fair Use Policy applies. Full Terms & Conditions and our Customers Terms can be found at www.commander.com

10 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011

www.co

132

Local calls National calls Calls to mobiles

1740

Local calls Unlimited : National calls Local calls Calls National to mobiles calls

A long way home for avid networker

“At least five or six bosses came and went while I was there. I loved it, you couldn’t find a better company in Australia.”

Times have changed, the company is now owned by CSR and Tabatabai is helping find jobs for people being retrenched from the iconic company.

Her years at Pilkington set a personal record for time spent with one employer, but it was not without sadness as she watched the plant’s workforce drop from 800 to 250 between 1982 and 1998.

While at Pilkington Tabatabai dealt with many personnel companies, deciding in 1998 that “I could do that, maybe better”, and set up VAP, Value Added Personnel.

Ironically her first job as an independent was for Pilkington and then quickly another large local employer, Trico, signed up as a client.

Her daughter Sharmeen is also a director of VAP, which has six staff and up to 10 freelance trainers.

FAR LEFT: Value Added Personnel founder Charlotte Tabatabai at her Dandenong office of her training and recruitment business. LEFT: Tabatabai with her daughter Sharmeen, who is also a director of VAP

“We follow the market and demand,” Tabatabai says. “If people are doing retrenchments, we do outplacements.”

Her company can also handle recruitment and training and “value adds from the start because we want to build long lasting relationships with our clients”.

A new arm of VAP, Value Added Workforce (VAW), is about to be launched, along with new company colours and artwork.

“There’s a lot of competition in recruitment now – a need to network – and we’ve decided to give [our image] a bit of a change and come up with something new.”

Tabatabai is a self-confessed networker with clients and job candidates and makes it a rule to “never let a network go”.

“I still keep in touch with people I worked with when I first came to Australia. It’s easier now because of the internet.”

Honesty is close to the top of her tips for success – being honest with clients and candidates means that she will visit every workplace to make sure it is a safe working environment and “people will not be exploited”.

“I believe in relationship building and I’d rather a candidate did not take a job unless the employer is paying the award rate.”

A lot of people are working on an ABN for less than the award because they are afraid of losing their job, they’d rather have half a loaf than no loaf.”

Tabatabai says being available “24 hours a day” is appreciated by many employers who at odd times will find someone has not

‘I still keep in touch with people I worked with when I first came to Australia. It’s easier now because of the internet.’ turned up for a shift. Although things have “gone quiet” in the past few months, Tabatabai says there are still gaps in the market caused by fewer skilled migrants arriving in Australia.

“It’s hard to find a decent toolmaker; you need to advertise.”

Another problem was caused by lack of language skills or recognition of overseas qualifications.

“I’ve seen recently IT people from Iran working as process workers.”

zSpy

-s Free

ecret wall saFe with every on-site inspection and quot

1741

Who else is watching your Business? e

view Melbourne’s largest range of cctv systems and commercial cameras at: www.ozspy.com.au – www.ozspysecurity.com.au

DiD You Know...

BuSinESS SECuRiTY SoLuTionS...

• Reducing theft by 3%, can increase your profits by 25% • Armed robbery and burglary is increasing at an alarming rate • CCTV Footage provides crucial evidence to prosecute offenders

• Commercial and DIY systems from $549 • Intrusion Alarms and GPS Trackers • Watch Live from your PC, Tablet or Smart Phone!

Free On-site inspectiOn and advice - vieW and cOMpare OUr QUaLitY sYsteMs in-stOre tOdaY

Licensed security advisers and installers

AuSTRALiAn SECuRiTY inDuSTRY ASSoCiATion LiMiTED

Huge savings on our crime buster business packages...

7 Olsen Street FRANKSTON VIC - 1300 069 779 Ph 03 9783 4432 Fx 03 9783 4434 frankston@ozspy.com.au Octoberr 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 11

planning

Updating a vision for Frankston HOW central Frankston will look in years to come is likely to emerge from a state government and Frankston City Council planning review over the next 12 months. Currently the vision for the city is set out in the ‘Tafe to Bay Structure Plan’, released in September, 2005. A virtual tour of the existing vision is available on YouTube.

The latest review will produce a planning strategy aimed at strengthening central Frankston as an important hub for business, retail and community services, and set a vision to guide planning, investment and development in the city centre over the next 20 years.

In addition to reviewing the structure plan, the new state government has made a number of investment commitments including $36 million towards redevelopment and expansion of Frankston Hospital.

Under the previous government, progress was made regenerating Frankston’s waterfront with construction of Kananook Boulevard, foreshore improvements and upgrades to Frankston Pier.

Frankston’s city centre has also benefited from a major expansion to the shopping centre, the new cinema complex, cosmetic improvements to a number of the streetscapes, and some upgrades to the train station and pedestrian underpass.

Also, the previous government approved the Planning Framework for a safe boat harbour at the foot of Oliver’s Hill, including reclamation of nine hectares of the seabed.

However, the project has failed to attract private investment. The lack of interest is blamed on the financial crisis.

The planning review for Frankston’s city centre is led by a team of consultants: Tract

By Megan Schutz* Consultants (urban design and planning), Capire Consulting Group (stakeholder and community engagement) and Charter Keck Cramer (economics analysis and market feasibility).

Consultation with stakeholders and the community occurred over a six-week period ending on 2 September 2011. Views were invited on the vision and key issues and opportunities for Frankston. The outcome of the review will, in effect, be a master plan identifying land use and development aspirations for sites across the city centre.

Community input to the vision will be considered along with specialist advice on urban design and planning, and economic

analysis. So, how will this process transform Frankston city centre into a vibrant hub for people in Melbourne’s outer east to live, work and visit? It is likely to be a combination of factors, but the key drivers initially are economics and politics.

There have to be opportunities that are profitable and consistent with the political objectives of the government. It would appear that these opportunities may already be available if the Minister for Planning decides to approve the request to call-in for the government’s own determination the Airio Apartments proposal from VCAT, which is currently being delayed by a third party objector appeal. Airio Apartments is a 14 storey architecturally designed residential tower proposed near the foot of Davey St/ Nepean Highway intersection proposed by local developer, PNP Property Group and marketed by Hocking Stuart. With its careful attention to good design, it is hoped that the tower will provide an iconic marker on Frankston’s skyline, and encourage further quality urban design in the years to come.

In addition to creating opportunities for private development, it would appear likely that the government may also facilitate an integrated transport-led development project in the city centre on government-owned land.

While there are a number of models the government may employ to deliver these projects, perhaps the following options are the most attractive in the current economic and political environment: • The government assembles a strategic site (or sites) free of encumbrances to be released to the private sector for development in

hotel

1736

STAY WHERE THE BUSINESS IS! You couldn’t be more central.

12 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011

W: www.ramadaencore.com.au E: res.dandenong@ramadaencore.com.au 50-52 McCrae Street Dandenong VIC 3175

accordance with a set of development parameters consistent with the revised structure plan and enshrined in a planning scheme amendment; or • The government’s new Urban Renewal Authority, which is replacing VicUrban, facilitates the development.

If the approach taken in Dandenong, Geelong and Footscray is anything to go by, these transport-led development projects are usually anchored by statutory corporations (eg SouthEast Water) or other government agencies signing up to a significant leasehold interest in the proposed new development on site.

Clearly, a development opportunity anchored by a government tenant with significant floorspace requirements is attractive to the private sector and significantly contributes to the viablity of a project.

Also, It may be considered appropriate in some instances for the Planning Minister to become the responsible authority for the purpose of making planning decisions in relation to certain key sites.

Alternatively, Development Plan Overlays or Incorporated Documents may be introduced into the Frankston Planning Scheme that are consistent with the revised Structure Plan for Frankston city centre and provide for a streamlined approval process that switches off third party notification and appeal rights. Development Plan Overlays and Incorporated Documents are some of the planning tools available that facilitate development by creating certainty that development will go ahead as planned and placing community consultation up front in

“Clearly, a development opportunity anchored by a government tenant with significant floorspace requirements is attractive to the private sector and significantly contributes to the viablity of a project.” the planning process.

In conclusion, the facilitation of development through the planning system will be an important part of successfully regenerating Frankston’s city centre. Often, strategic planning visions end up being superficial unless the opportunities required to achieve the vision can be feasibly delivered to the market, and the parameters/principles of development benefiting the site are viable and deliverable.

This being the case, what is the value of community consultation? It is the icing on the cake. Firstly, you need the interest from the private sector, often spurred on by significant government incentives, and facilitation through the planning system. Then, the community’s aspirations for their place can be realised.

As well as enabling viable development opportunities, planning parameters for

strategic sites can include requirements such as the delivery of a new public park, improved streetscapes, and community facilities such as art studios and meeting places which positively contribute to the public life of the community.

Finally, how does Frankston City Council fit into the picture? Clearly, the government is treating the review as a partnership with council, and the council has clearly created a focus within its organisation to support development opportunities with a team of investment attraction facilitators in its employ. As part of this initiative, the council has already carried out its own strategic work to inform the vision which is set out in its recently released “Economic Development Strategy” and “Frankston 2025 Community Vision”. No doubt, this work will provide an important input into the process of reviewing the structure plan. *Megan Schutz is the Director of Schutz Consulting Pty Ltd, a planning legal practice.

Megan is both qualified in urban planning and law and has 14 years experience working in both the private and public sector on development projects. Before Schutz Consulting, Megan held the position of Principal Planning Lawyer within the State Government’s Department of Planning and Community Development (DPCD). Megan prides herself on providing practical planning and legal advice on development projects, and is an expert on assisting clients to effectively navigate the planning system.

She can be contacted on +61 418 888 894; E: megan@schutzconsulting.com.au P: PO Box 820 Mornington Vic 3931.

Further information in relation to her services can be viewed on her website at www.schutzconsulting.com.au

1737

www.rjsanderson.com.au

60 Robinson St DANDENONG P: 9794 0010 - 105a High St CRANBOURNE P: 5995 4588 - Shop 51 Station St, Mall FRANKSTON P: 9769 6660 October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 13

NETWORKING

Working the Web RESEARCH shows that more than 90 per cent of people will not take immediate action after visiting your website.

So, what are businesses doing to capture their details and turn them into customers? Here are three tips for you courtesy of Laurel Harris from Bloomtools Mornington Peninsula Web Design: 1. Provide a clear call to action. If you want them to call you, ensure your phone number is clearly visible on your website. Give them clear directions on how to request an online quote. A picture can speak a thousand words, so use images as well.

2. You want to capture your visitor’s first name and email address at the very least, so offer them something of value in return for this information, such

as a competition, a free download, industry news, or VIP sign up.

3. In your email marketing account, set up some automated email campaigns that will go to your new contact as soon as you have their contact details. This will build trust in the relationship and encourage them back to your website.

Trial these techniques for free at www.bloomtools.com/mp-trial or call Laurel on 1300 881 737.

Your own banking team THE TEAM: Darren Nelson, Business Development Manager, Scott Hine, Relationship Manager, Toni-Anne Licciardi, Assistant Relationship Manager.

Our team works across the small to medium businesses sector in the South East of Melbourne with our office based in Robinson St, Dandenong.

BACKGROUND: Darren Nelson has more than 15 years banking experience and has been with Bankwest for about seven months. He enjoys all sports but mainly AFL, cricket and horse racing. A passionate Melbourne Football Club supporter Darren has a young family of two children under three years.

“So work outside the bank is always busy, but always rewarding,” he said.

Scott Hine has 20 years banking experience (CBA14 years and Bankwest six years) and a further four years in funds management with Australian Unity.

ABOVE: A presentation at Mornington Golf Club on Tuesday 23 August with (from left) Laurel Harris, of Bloomtools, Mornington Peninsula; Jason Beare, of MBA Business Solutions; and Tracey Voyce, Bloomtools director.

Women & workplace Women in the Workplace lunch, Wednesday ,14 September, at the Sandhust Club. Karen Hann, (left) executive officer Greater Frankston Business Chamber and Frankston councillor Christine Richards.

Scott enjoys cricket, footy – a Tiger supporter, Scott says he likes “pretty much all sports, movies and camping with the family”. His outside interests include Warranwood Cricket Club player/committee member, Tinternvale Primary School Council member, and courier to three daughters with sporting commitments.

Toni-Anne Licciardi has more than 10 years’ banking experience in numerous roles. “I take pride in my work as we help people achieve their goals by providing optimal solutions that help them grow and strengthen their business. Tonie-Anne is a Magpie supporter who enjoys gardening, horse riding, netball, travel, local community activities and spending time with family and friends at Bankwest.

COMMITMENT: “We pride ourselves on our service proposition and taking the time to understand our customers needs and requirements to help them achieve their goals.” – Darren Nelson.

Dedicated to your business At Bankwest we see a need for a smarter approach to Commercial Banking – that’s why we take the time to get to know you, your business and your industry. Our relationship managers understand the challenges you may face and are committed to developing unique strategies to help your business achieve ongoing success. Contact us today to see how you can benefit from Bankwest Commercial Banking.

Darren Nelson Senior Business Development Manager π 0438 992 409 µ darren.nelson@bankwest.com.au South East Bank of Western Australia Ltd ABN 22 050 494 454 AFSL 236872

14 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011

1745

That’s Seriously Happy Banking

Biznet

Boathouse open

RIGHT: Biznet networking event on Wednesday 7 September at Mornington Yacht Club Pictured from left Marg Harrison, BusinessTimes sales director; Anthony Little. director Blue Interiors; Megan Schutz, director Schutz Consulting; Neal Kraus, sales director Telephone Technologies.

BELOW: About 200 attended the opening of Brialyn Boathouse Gallery, Nepean Highway, Frankston, on Sunday, 18 September .

Pictured from left are artist Robert Knight; owners Brian and Lyn Coughlan; artist Cathy Van Ee.

Breakfast LEFT: Monash Business Breakfast on Tuesday, 13 September, at Frankston RSL. From left are Abdul Shakoor, of Bankwest; Jodie Cocker and Dakota Egan, students of Peninsula School; and Darren Nelson, of Bankwest.

TOTAL ESSENTIAL SERVICE MAINTENANCE Provision of services to building life and fire safety systems; Fire Extinguishers Fire Hose Reels Fire Hydrants Emergency & Exit Lighting Fire Alarm Panels Fire Sprinkler Systems All services conducted to Australian Standard 1851 and relevant conditions of building Occupancy Permit schedule as per Building Regulations 2006.

Serving the Mornington Peninsula 1746

Call: (03) 9770 1759 enquiries@tesm.com.au

Serving Metropolitan Melbourne and the Mornington Peninsula October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 15

H

appiness may have been a warm gun for John Lennon, but it’s an emotion infinitely more elusive than a song lyric for the social scientist. Not personal happiness, mind you, but the happiness of a whole population is a formidable quarry to flush out.

Frankston 9027 7522 DanDenong 9791 9055

Open a Business Everyday Account with us and you’ll never pay monthly account keeping fees, in-branch cash and cheque deposit fees or electronic transfer fees^.

If you don’t want to pay to bank your own money, talk to one of our dedicated Business Specialists today on the phone, in a branch, or they can come and see you.

 No account keeping fees ever.  Free cash & cheque deposits in branch.  Unlimited FREE electronic transactions. ^

1752

David Chalke spends his life looking over his shoulder, or, more accurately, he’s looking over all our shoulders to gauge our collective happiness, among many other emotions and attitudes.

Chalke is not peering backwards from wariness or nostalgia, but because he wants to know what the future holds.

As a social scientist, he believes knowing how we have reacted to situations and events can be interpreted as data and mapped to show where we are going. Simply, David Chalke spends a big chunk of his life looking for trends.

Besides happiness and satisfaction, Chalke tracks isms: ‘Feminism’, ‘Economic Rationalism’, ‘Environmentalism’ and ‘New Ageism’.

The answers on which his graphs and predictions are based come from a prodigious questionnaire filled out each year by 2000 randomly chosen Australian residents.

The AustraliaSCAN survey is described as “a unique, independent,

What have we done for business customers lately?

Said “Yes” to “No Fees.”

®

What’s your bank charging you?

Tracey Maud

Need Staff?

0411 131 065

tracey.maud@suncorp.com.au

Banking products issued by Suncorp-Metway Ltd ABN 66 010 831 722 (“Suncorp Bank”). *No account keeping fees, cash and cheque deposit fees or

  

transaction fees (excluding external transfers to otheryou’ll financial institutions) on Business Everyday Account. Excludes external electronic transfers Open a electronic Business Everyday Account with us and No account keeping fees ever. to other financial institutions. Terms and conditions apply and are available on request. Other fees and charges may apply. Please read the applicable never pay monthly account fees, in-branch Product Information Documentkeeping before making any decisions about acquiring this product. Contact us for a copy on 13 11 75. BSXP0087 17061 OPS Free cash & cheque deposits in branch. cash and cheque deposit fees or electronic transfer fees^. ^ Unlimited FREE electronic transactions .

If you don’t want to pay to bank your own money, talk to one of our dedicated Business Specialists today on the phone, in a branch, or they can come and see you. ^

What’s your bank charging you?

We provide skilled staff and labourers for all industries throughout the Mornington Peninsula

Tracey Maud 0411 131 065 tracey.maud@suncorp.com.au

Banking products issued by Suncorp-Metway Ltd ABN 66 010 831 722 (“Suncorp Bank”). *No account keeping fees, cash and cheque deposit fees or electronic transaction fees (excluding external transfers to other financial institutions) on Business Everyday Account. ^Excludes external electronic transfers to other financial institutions. Terms and conditions apply and are available on request. Other fees and charges may apply. Please read the applicable Product Information Document before making any decisions about acquiring this product. Contact us for a copy on 13 11 75. BSXP0087 17061 OPS

16 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011

Phone 03 8796 3104

www.workforcexs.com.au/frankston

1764

social science

LOOKING BACK TO SEE THE WAY AHEAD words & pictures by keith platt cultural change monitor providing a view of Australians and how they are changing”.

Tyabb-based Chalke says the survey began in 1992 and is completed using a mix of face-to-face interviews and selfcompletion.

The methodology is tailored to meeting the tricky task of measuring culture.

Its results can be used to provide large and small businesses with an understanding of how Australian society is changing, what the established and emerging cultural trends are and how they are manifesting themselves in a particular category.

Chalke’s Strategy Planning Group is a freelance market research company working with Quantum Market Research, which owns AustraliaSCAN. A graduate in medical science, Chalke says his early work as an epidemiologist in Britain involved tracking the spread of disease through human populations. This included the resurgence of TB in Asia, Iraq and Iran.

Positives for small business

Despite negative attitudes in the recent surveys, David Chalke believes the climate “has real opportunities for small business”.

“In uncertain times people will not flirt with generalists, they want an expert.

“Savings are up, debts reduced.

“People are feeling poor but have actually got the money.

“The difficulty for business is prising it out of us.

“Competent specialists will increase their share of the market while low cost generalists are doing it tougher.

“Coles has been successful in repositioning itself with a two-pronged attack that included low cost offers with premium service.

“Master Chef owns fine cooking – it’s wonderful, luxurious over the top – while on the other side is one dollar milk.”

His thesis was based on the transmission of pathogens through frozen foods “It was all good training for the kind of work I’m now doing as a social scientist,” he says.

He came to Australia in the mid-1970s and fell into advertising planning, becoming planning director at McCann Ericson in Melbourne In 1992 he was a part owner of AustraliaSCAN with Quantum Market Research when they started monitoring cultural change. Quantum was eventually bought out by another company, which also bought Chalke’s AustraliaSCAN product.

These days Quantum is one of his major clients.

Chalke said AustraliaSCAN “works across cultures”.

His analysis of trends incorporates the impacts of external forces - economical, technological; political; environmental (climatic and seasonal) and demographical.

It is “easy to get a handle”, but culture

is more difficult and is a knowledge gap that he “quantifies to find and measure the missing bits”.

“I’m a specialist in social and cultural change, not product testing or advertisements, purely U and A, usage and attitude,” Chalke says.

“Areas associated with cultural change are always a strategic focus.

“We interview 2000 people in their homes each year, making sure they’re a random sample of the adult population.

“Thirty per cent of questions are done face to face and they are paid $50 to complete the questionnaire. Everybody likes to express their opinion and this is a guide to government and business.

“It is a measurement of social values, attitudes and beliefs. Subjects come and go, like gay marriage, nuclear power.

“We have a huge 20-year database that includes opinions of 40,000 people; there are 10,000 data points recorded for every ww18 person.”

The festive season is coming up fast, so contact Lyn Deutrom at Eagle Ridge on (03) 5988 2508 or email ldeutrom@eagleridge.com.au

Mention this advertisement for a complimentary first beverage for your guests.

For menu options and more information, go to www.eagleridge.com.au 1772

Treat your staff to a well earned Christmas party in our stunning ballroom or a relaxed BBQ on our verandah with views to our beautiful course.

1765

YOUR CHRISTMAS EVENT AT EAGLE RIDGE

October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 17

SOCIAL SCIENCE

vv 17 Looking back over the years Chalke sees a “hole” where

uranium mining has dropped away from being a current issue.

“So much of what we assess as a hot issue eventually passes as white noise.”

However, it seems such hot topics rarely change overall attitudes.

Plans for a carbon tax had created “a lot of debate and we tease out the difference between resentment to the tax and the prime minister’s having fibbed about introducing it”.

Chalke said while opinion polls showed 65 per cent of people were against a carbon tax, he believed the community was evenly split, with 15 per cent being upset at the fib not the tax.

AustraliaSCAN is a subscription service and results are interpreted for specific businesses.

“They want to know what’s coming up that is of interest to their business,” Chalke says. “Find out what attracts people to their competitors or diagnose why they like a particular product.”

Chalke is the first to admit predicting trends is not an exact science and lists the November 2010 federal election as proof: “I was convinced Julia would romp in. Possibly I was wrong because AustraliaSCAN is an annual monitor.

“Australia is essentially a Labor country, social democratic, with big interventionist governments that don’t mind spending. It’s Scandinavian style.”

Chalke says opposition leader Tony Abbott is not selling a strategic vision but appears successful because prime minister Julia Gillard is preferred less.

“There’s a horrible sense of unease and uncertainty in the community. Where are we going? There’s no light on the hill and an absence of leadership.

“The Liberals are not putting forward any alternative hope but they’ll just keep kicking and slide into government.

“The reality is nobody is enunciating a vision. Things are looking very shaky. People are not unhappy, just not happy.”

Confusion also reigns when it comes to the Great Australian Dream.

“The Dream taps into all homes and families but marriage is dying out, de facto is the one bit of Latin in everyday Australian speech.

“Births are below replacement levels and material extravagance is not making us happy.

“In 35 years the number of couples with children has more than halved and yet migrants are religious, conservative and will marry and have children. Catholics are coming out of southeast Asia and orthodox Muslims out of the Middle East.”

Recording high on the list of concerns is being in control of life: “We’re exhausted and there’s a sense of our lives falling out of control.

“We want the government to fix everything, but we’re uneasy about disempowerment.

“Nobody says this is rational; I wouldn’t have a job if it were.”

An emerging social trend that has made Chalke “gleeful and surprised” are figures showing disquiet with the use of social media.

“It may have a short turnaround because of privacy issues, employers check Facebook to see why someone is absent.

“We have Facebook fatigue addiction and people give it away because it’s unnerving. Specific, very targeted networks appealing to certain types of people will replace it.

“The intrusion of advertisements is also causing dropouts.”

“Give customers aspiration, inspiration and an option: roast lamb

“Engage, entertain. We celebrate little victories: send clients congratulations. If you don’t know about your clients’ successes something’s wrong, because 80 per cent of business is from return clients.” or sausages. Offer an option to trade down or trade up.”

Chalke sees small business as being nimble and able to cope with changing circumstances.

“Don’t wait for things to go back to normal – they never will.

“Even if you remove uncertainties, the underlying tensions of uncertainty are still there.

“Savings were negative in the early 2000s but now back up to 12 per cent of income, bingo, reemerged prudence.”

His recipe for small business includes providing certainty on price and delivery.

“Be authentic, not a flim flammer. Display your certificates; wear a tie if you’re an accountant. Customers are looking for clues as to whether you can cut the mustard.

“Have old values but be modern and up to speed, show you have a business that’s underpinned by tradition and has basic values.

“Engage, entertain. We celebrate little victories: send clients congratulations. If you don’t know about your clients’ successes something’s wrong, because 80 per cent of business is from return clients.

“It is critical to harness that, keep talking to existing customers, you’ll never hear about an opportunity unless you engage people.

“Be positive, don’t share your worries or problems. Find solutions for uneasiness, small business has agility, knows its customers and can pull off things better than bigger businesses.”

Chalke sees house prices “settling down slowly – similarly to what happened in Canada – until earnings and inflation catch up.

While house prices were too high, a floor was created by fewer being built and a migrant-led population increase.

“House sizes are going down and conspicuous consumption is disappearing. It’s now, don’t look at me.”

Chalke says the Mornington Peninsula is divided economically, predicting “Hastings will do it tough until the port gets going, while the other side of the peninsula is continually booming for service industries because of the ageing population”.

Away from economics, Chalke says it “seems incredible” but the young are tenaciously hanging onto their bit of The Dream.

“They have this sense of uber patriotism because of threats to The Dream. It’s shown by the excessive celebration of Australia day and Anzac day and the flag. These things have massive support.”

Gillard has told them that “not wanting boat people doesn’t mean you’re racist”.

18 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011

markets

Going defensive As the European debt crisis sends tremors around the world fund managers are rushing to “defensives” – businesses that can weather all storms. Typically, the deep value investors like Warren Buffett hold nothing but defensive companies.

Banks, technology and minerals they can do without as they are either large borrowers or dependent of unstable, changing markets.

In Buffett’s terminology they don’t have secure “moats” around them such as rock-solid brand names, special know-how or other buffers against changing circumstances. Examples in Buffett’s portfolios are his large holdings in consumer goods like soft drink and toiletries (ie Coca Cola and Gillette), but he applies the principle widely: to insurance, financial services, food, entertainment and even newspapers. One of his favourite holdings is the high-minded Washington Post, but whether it qualifies any longer as a defensive is debatable. While

Richard Campbell* Stock Analyst

Coca-Cola keeps on expanding globally (Coke and its rival Pepsi share 95 per cent of the Indian soft drink market) even a quality newspaper like the Post is having its “franchise” eroded by internet news, blogs and classified, colour ads. Still, if a fortress stock can be found this is the ideal time to be quietly acquiring. Coca Cola Amatil, for example, is a semi-independent associate of the Coca-Cola and has carved out a sales province of 250 million people across Australia, New Zealand, Fiji and Indonesia.

Hawthorn Store

It defines its business as virtually every form of drink. Its combination of consistent advertising spend, self contained manufacturing of bottles and tops and a dedicated distribution system make it an exemplar of the defensive predictability fund managers crave. But defensive doesn’t mean passive.

Over a century Amatil has changed its skin a number of times from cigarette manufacturer to Coke bottler and snack food purveyor.

Smaller brands like Domino’s Pizza are often dismissed as “small caps”. But being small can be a distinct advantage in staying close to the customer. Dominos may look more vulnerable as it is up against an over-supply of fast food chains, but food is a big sector and with the right marketing tools and systems, it can be highly profitable. Pre tax profit rose 20 per cent including new stores with same store sales the best in a decade.

Domino’s rapidly adopted smart phone “apps”. A few key strokes finds the nearest store, prices, the order page and graphics.

Richard Campbell is Executive Director of Peninsula Capital Management. Tel. 9642 0545.

826 Glenferrie Rd, Hawthorn Vic 3122 Phone: 9818 2100

Bayside Store

34B Wells St, Frankston Vic 3199 Phone: 9770 1127

www.streetwise.com.au

Mac Business Centre Point of Sale Made Easy on Mac Need help managing your inventory and sales? Currently stuck with a clumsy, expensive or antiquated retail system and looking for something better? LightSpeed Point of Sale running on the Mac is the answer.

From only $799 for a single license.

“So darn good we run our own business on it!”

Features: Fast, simple retail sales Inventory control Time-based billing Fully multi-user Size/colour matrix for clothing

Whatever kind of business you are in, we can help.

Quality products installed by skilled people.

• Small business collaboration systems • Automated backup solutions • Network design and setup • High capacity/performance shared storage • Apple hardware repairs • Remote and onsite support • Much more!

Customer management Stock purchasing Quoting Customer orders Gift cards Extensive reporting Multi-store capabilities Works with MYOB Works with barcode scanners and receipt printers 1762

October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 19

HEALTH

Let the sunshine in HASN’T it been great to get some warm weather and to see the sun? I reckon the winter we’ve just endured arrived earlier and was colder than the previous year’s freezer, so no complaints about the warmth arriving in late August.

It has just felt so therapeutic to be out in the sun. And it made me think what a bad rap the old sun cops. Between them, the hat police, the slip-slop-slap nannies and the stay-in-the-shade panic merchants have taken just about all the fun out of summer.

Don’t expose any of that pale skin to the sunlight – not unless you want skin cancer.

Well, like most of the lifestyle advice we’ve swallowed in the West over the past several decades, that little piece turns out to be misleading, too.

We’re probably not spending enough time in the sun. Melanoma – the deadliest type of skin cancer – is more likely caused by too little sun than by too much.

Turns out that sunscreen protects against sunburn, but not against melanoma (we’ve known that for a while).

And it turns out that we’re all so studiously staying in the shade that half the population is vitamin D deficient.

Your body metabolises vitamin D itself, but only in the presence of ultraviolet light. Vitamin D deficiency seems to be a component of Type two diabetes and osteoporosis, among other disorders.

So there’s one benefit of sun exposure – no need to take vitamin D supplements.

A Californian study examined the influence of childhood sun exposure on the risk of multiple sclerosis in 79 pairs of twins where there was a quantifiable difference in

Michael Ellis*

Chinese Herbalist

sun exposure between the pair and where only one twin had MS. It found that sun exposure during childhood conveyed a strong protective effect against MS, with the MS-free twin having a significantly higher sun exposure index.

But what about sunburn causing melanoma, the cause of 75 per cent of skin cancer deaths? The Anti Cancer Council campaigns and health experts certainly did a good job of frightening us about that. It now seems that the opposite is true. Studies all over the world appear to be finding that as sun exposure increases, malignant skin cancer risk goes down.

My father in law has had various types of skin cancers removed from various part of his body. It never made sense to me that he and his dermatologists seemed satisfied with the explanation that sunburn was to blame.

He has had to come up with some pretty wild explanations for getting burnt in some of those places.

So a possible sunburn 30 years ago was the cause of a skin cancer suddenly appearing today? I question that.

Let’s be clear about this. Some types of skin cancer are easy to link with sun exposure. They are, on the whole, the less

aggressive and less lethal types – basal and squamous cell carcinomas.

The World Health Organisation accepts research that connects high UV exposure in childhood with later risk of melanoma and therefore recommends against using sunbeds.

So I’m not going to advocate the other extreme – burning oneself to a crisp.

But that does bring me to sunscreen.

A GP acquaintance once described it to me as “one of the great unproven experiments”, referring to our acceptance that sunscreen is both safe and preventive against skin cancer, and to the absence of clinical trials demonstrating either.

No question that sunscreen stops you getting sunburnt. But it will not prevent the deadliest kind of skin cancer – malignant melanoma – and some (admittedly still controversial) studies actually connect sunscreen use with higher rates of melanoma.

As a result, the ingredients of sunscreens and their ease of absorption through the skin are coming under great scrutiny. Controversy remains in this area, but suffice to say it is far from cut and dried. So what to do? Am I going to get skin cancer or not?

One point often forgotten in discussions of illness triggered by external agents is that two factors are always at play.

First there is the agent of disease – the pathogen itself – and second is the health and strength of the body’s resistance.

What causes illness in one person may not in another? From Chinese medicine’s perspective, the answer is obvious and the same to everything: All things in moderation.

It’s that simple.

Get out and enjoy the sun for a while. * Michael Ellis is a registered Chinese herbalist in Mt Eliza: www.mtelizaherbal.com.

Need help with:  Managing your GROWTH  Improving your PROFIT  Increasing your CASHFLOW

P: 1300 36 24 36

M: 0401 090 226 E: ashleya@cfooncall.com.au W: cfooncall.com.au

1763

We’re the experts in helping SMEs improve their financial performance. Call or email us today to get started with a free 90 minute consultation and business review.

| BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011 20

1751

 Maximising your BUSINESS VALUE for sale

MANAGEMENT

Customer engagement – A key to loyalty A LOT has been written about the importance of engaging your customer in a meaningful dialogue, but few businesses really adopt this as a core value and pursue it consistently to the extent that both the customer and the business gain long-term benefits.

This process starts with the recognition that, for most businesses, the objective is to not just satisfy the customer’s needs on the first transaction but to start a relationship with them so they return repeatedly when they need your product or service. This dialogue has potential benefits both ways as you can learn a lot by really listening to your customers’ needs and feedback, and they can benefit by having a supplier who understands, and satisfies their current and future needs.

So how do you do this? To be effective, customer engagement needs to be a core process within your team where everyone knows that this is a very important component of your business strategy. This means that the business leader firstly must demonstrate their own commitment by spending personal time engaging with customers. This can be done in many ways: for example, by spending time at the customer front line, by talking to customers after they have made a transaction to ascertain their level of satisfaction, or by following up on customer issues, etc.

Creative business leaders can really show their team how important this is to them personally. Once your team understands this, then providing a process to capture customer interactions is important. You need a method to collect all of the customer interactions, both positive and negative by having your team record some details. By collecting these together, you can understand the full dimensions of your customer interactions, today and over time. Without a method to record and analyse, many businesses lose valuable information, which could help them to improve their business processes and products.

While it is imperative that your team can conduct your base business transactions smoothly, training your team to go to the next step with your customers can be much more difficult. This step is very dependent upon your team’s individual personalities and their willingness to take some risk to

Hamish Petrie*

Business Consultant © Hamish Petrie 2011

Combining both bricks and mortar sales with an internet capability has helped a lot of businesses to build a stronger business. start a conversation with your customers.

Obviously, choosing your team carefully so that your front line people have a personality that will easily connect to customers is a great start. You and your supervisory team need to demonstrate that connecting to customers is an important business process even if the initial dialogue is not directly connected to your business. Personalisation of this relationship is a great tactic which usually starts with your team being prepared to identify themselves, for example with a name tag, and then being prepared to invest any available time creating a dialogue with your customers.

There are many techniques that can be used to start a dialogue including flattery, association, topical events even the weather.

The important thing is that the interest shown to customers by your team is genuine.

Forced or feigned interest will often become a turn off for customers so this is where your supervisory team, and yourself, need to show the way. Once a dialogue has started, it is easier to turn the conversation towards gaining customer feedback about today’s transaction. These days consumers have a wide range of choices about how and where they purchase goods and services because of the high level of competitive quality supply routes. The increased quality of offerings via the internet means that less importance is being placed on face-to-face interactions between customers and suppliers. This means that you have to work smarter to differentiate your business in some meaningful way, if you want to retain your customers. Internet shopping suppliers have progressed their thinking on the importance of customer

feedback, and most of them include feedback and supplier rating methods. Few retailers in the bricks and mortar world have adopted similar processes to date, so this may be an area where real innovation is required.

Combining both bricks and mortar sales with an internet capability has helped a lot of businesses to build a stronger business.

The real benefit of customer engagement comes in the form of loyal customers who will give you their future business. Also, They will often act as ambassadors for your business, spreading the word to family and friends about their great supplier. When this happens, your team should recognise this when the customer visits next, as it is usually something that the customer is keen to talk about. On these occasions, your team should be empowered to provide small rewards to these loyal customers. Maybe a small discount on this transaction, or a little something extra will put a smile on the customer’s face, again reinforcing the emotional connection with your business.

And, as great business leaders know, putting a smile on your customers face as they leave your business, is nearly as good as money in the bank.

Action Planning Questions: 1 Have you incorporated customer engagement as a component of your sales strategy?

2 Do you include an assessment of the personality of potential sales employees and select people that can genuinely engage with your customers?

3 Do you have a method for collecting all of the feedback from customers, both positive and negative so that you can assess your customer engagement over time?

4 Do you personally show leadership to sustain a dialogue with customers so that you can clearly understand the quality of your service?

5 Have you empowered your sales team to provide small rewards to loyal customers especially if they are acting as ambassadors? *Hamish Petrie had a 37-year corporate career including 29 years with Alcoa Inc. His last position was as VP–People and Communication for the global Alcoa corporation based in New York, NY. He can be contacted at hamish@nitroworld.net or on 0404 345 103.

October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 21

the arts

No budget worries for Mr Worrythoughts

mances for parents and 70 teachers and early childhood development professionals as part of a professional development program.

The peninsula tour attracted positive feedback and received and five expressions of interest to tour the show during Term 4 and next year.

TOURING shows and achieving budgets are phrases that rarely appear in On September 2 Frankston Library the same sentence. arranged a free performance at the Royal But Frankston Arts Centre this month principal called the playing group to report Children’s Hospital seen by about 450 hit budget for the first time with its that after returning from the show a pupil children, most watching a live TV broadcast home-grown production of Go Away Mr was able to disclose to teachers that she had from the wards.

Worrythoughts. been abused as recently as the night before.

The arts centre is planning Term 4 tours The show based on Frankston teacher The Department of Human Services and developing strategies for 2012 including and author Nicky Johnston’s eponymous arranged protection before the girl left sourcing funding/support to tour the show book has been seen by 8000 children since school that day. over the next 12 months. the production was launched in December, “Please feel free to share this story with The Rotary Club of Frankston has been 2010. the theatre company. It is as important, if a solid supporter, paying hire costs of a The production deals with anxiety and not more important, than telling you we vehicle for each term’s tour. guiding children away from worrisome liked the show,” the principal said.

Emma Grave, of Geelong Grammar thoughts.

This year, Mornington Peninsula Shire School, wrote: “I have just returned from It has been seen in 50 primary schools, Council organised and funded a two-day seeing Go Away Mr Worrythoughts. I sometimes with dramatic effects. In August, tour of the show with performances during thought it was fabulous – slick, concise, following a primary school production, the school hours and after-school perforappropriate and held the attention of 50

5 reasons why you’ll love a 5 reasons why you’ll love a

5 reasons why you’ll love a

Bartercard membership

5 reasons why you’ll love a

Bartercard membership

• New customer base • New customer base • Increased business turnover • Increased business turnover • Instant cashflow management • Instant cashflow management • Access to interest free line of credit • Access to interest free line of credit • Move idle stock • Move idle stock • New customer base Call: Call: John Kercheval John Kercheval • Increased business turnover Mornington Peninsula Mornington Peninsula • Instant cashflow management • New customer base Phone: 03 5973 6788 03 5973 6788 • Access to interest free line of credit Phone: Web: Web: www.bartercard.com.au www.bartercard.com.au • Move idle stock • Increased business turnover

• Instant cashflow management Mornington Peninsula • Access to interest free line of credit 03 5973 6788

22 | BusinessTimes Frankston / Mornington Peninsula / Dandenong | October 2011 Call: John Kercheval

Phone:

1747

Bartercard membership Bartercard membership

Grade 3 and 4’s for 40 minutes – not an easy task at times!

I thought the production captured the imagination of the age-group really well – which was most evident in the post-show discussion… I guess these productions open the door for discussion with everyone – parents, teachers, friends. Drama is such a powerful tool. Well done on producing this show. It is so important kids have the vocabulary to express this stuff.

Anyone who can help in any way to keep this valuable show on the road should contact FAC’s manager of Business Development and Marketing Gillian Thompson, 9784 1766 or 0409 860407.

PRIMARY school children enthralled during a performance of Go Away Mr Worrythoughts.

businesstimes directory n Art Gallery

n Business systems

Artwork for boardroom, retirement and corporate gifts.

Taking Your Business Into The Future

1761

> Computer Sales & Support > Installation / Configuratation > Website Hosting

9770 6119

368 Nepean Hwy FraNkstoN www.boathousegallery.com.au

> Network Design & Implementation > Disaster Recovery > Security

P: 1300 794 711 | 8 Bruce Street, Mornington | sales@citracom.com.au | citracom.com.au

1756

n Insurance

n Bookeeping PENINSULA

BAS&PAYROLL SOLUTIONS

Ground Floor, Suite 4 │ 315 Main Street Mornington VIC 3931 Registered BAS Agent MYOB Professional Partner

1759 1758

P. 03 5955 2005 M. 0438 533 139 E. admin@bookkeepingmornington.com.au www.bookkeepingmornington.com.au

03 9775 2355 mornpen@midlandinsurance.com.au

n Storage

n Business improvement

Clean. Safe. Secure.

Sure Safe

1774

S TO R A G E

Ross 0431 287 242

1754

5973 4300  Self storage/24hr security  Domestic/commercial

 Packing materials 

 Various sizes available  Short/long term storage

8 BRUCE STREET, MORNINGTON

October 2011 | Frankston / Mornington Peninsula / Dandenong BusinessTimes | 23

ASK FOR ABN HOLDER EXCLUSIVE OF FERS ASK FOR ABN HOLDER EXCLUSIVE OF FERS

39 39

$ $

PER MONTH PER TELSTRA MOBILE BROADBAND MONTH PL AN FOR 24 MONTHS* TELSTRA MOBILE BROADBAND PL AN FOR 24 MONTHS*

0 UPFRONT TELSTRA 0 UPFRONT ® USB ULTIMATETELSTRA ULTIMATE® USB

$ $

Telstra Business Centre Peninsula Shop 107 / 108 Mornington Village Shopping Centre Telstra Business Centre Peninsula 241 ShopMain 107 Street / 108 Mornington Village Shopping Centre Mornington, VIC, 3931 241 Main Street Call 1300 MYBUSINESS Mornington, VIC, 3931 (692 874) Call 1300 MYBUSINESS (692 874) NOW EVEN FASTER SPEEDS IN ALL CAPITAL CITY CBD AND SELECTED METROPOLITAN, REGIONAL AND RURAL AREAS ON THE BIGPOND ULTIMATE® USB. *MIN COST IS $936 WITH TELSTRA ULTIMATE® USB MODEM PLUS EXCESS USAGE CHARGES NOW FASTER SPEEDS ALL charged CAPITAL CITY CBDExtra ANDcharges SELECTED METROPOLITAN, REGIONAL RURAL AREASnumbers ON THE ULTIMATE® USB. THINGSEVEN YOU NEED TO KNOW: ExcessIN usage at $0.15/MB. apply when roaming overseas.

Customers AND with 13 digit account areBIGPOND currently not eligible for this offer. Capital CBDs mean *MIN COST IS $936 TELSTRA ULTIMATE® USB MODEM PLUS EXCESS USAGE within 5 kms of theWITH GPO of a capital city. Typical download speeds in these areasCHARGES are from 1.1Mbps to 20Mbps and in other areas speed ranges will be less. Speeds vary due to factors such as distance from base THINGS YOU TO KNOW: usage charged at software $0.15/MB.configuration.

Extra charges®apply whentrade roaming overseas. with 13 digitABN account station, localNEED conditions, user Excess numbers, hardware and Registered mark of TelstraCustomers Corporation Limited.

33 051numbers 775 556.are currently not eligible for this offer. Capital CBDs mean within 5 kms of the GPO of a capital city. Typical download speeds in these areas are from 1.1Mbps to 20Mbps and in other areas speed ranges will be less. Speeds vary due to factors such as distance from base station, local conditions, user numbers, hardware and software configuration. ® Registered trade mark of Telstra Corporation Limited. ABN 33 051 775 556.

1766

3 3

GB GB