Business Matters Magazine Issue 74 by Matters Magazine Sunshine Coast

, I'M YOUR'S TAKE ME!

ISSUE

2015

BUSINESS AND LIFE MAKEOVER

NG 'MAKEOVER' IS IT TIME FOR A SPRI OR YOUR LIFE? FOR YOUR BUSINESS

SEE PAGE

�� FOR

IN THE AIR SPRING IS

YLE MAG AZINE COAST LIFEST YOUR SUNSHINE

September // Next Issue 28

24 August FIVE CLEAN YOUR LIFE: FLOURISH HOW TO SPRING SEE PAGE 52 ON LIFE AND BUSINESS TO HELP YOUR HEALTHY HABITS

Date zine.com.au // Publication

www.businessmattersmaga

| Next Issue 28 September www.businessmattersmagazine.com.au | Publication Date 24 August YOUR SUNSH INE COAST BUSIN ESS MAG AZINE

SEE OUR CENTRE PAGE SPREAD ON PAGE 36: POTENT IALIST. UNZIP THE FAT SUIT MAKEO VER WITH MAGGIE WILDE, THE

THANK YOU SUNSHINE COAST

STATION LISTENED TO MOST: 10+

OVERALL

BREAKFAST MARK & CAROLINE

DRIVE TODD & SAMI

19.2% 20.0% 20.3% OVERALL

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91.9 SEA FM

92.7 MIX FM

91.9 SEA FM

STATION OVERALL

STATION UNDER 40’S

IN BREAKFAST

UNDER 40’S

Source: Xtra Research Survey 1 2015. Sunshine Coast. Station listened to most and cume. #1 refers to ‘station listened to most’.

Editor’s Note with Vickie Magic

Simply because so many of you have asked us the question, we just want to tell you that Business Matters Magazine is NO LONGER FOR SALE and is SOLELY owned by us (Vickie and Dranko Magic). We’re excited to share with you that next year we celebrate TEN YEARS on the Sunshine Coast, making us one of the longest running magazines around. We are so thrilled with our recent makeover and want to say thank you once again to those of you who have given us the fantastic feedback that you have. The only way we are able to keep on giving you the content of the calibre that we do is because you keep telling us what you want, so keep the emails and messages coming. This issue is about Business and Life Makeovers. The first and number one major requirement for your business makeover has to be CUSTOMER SERVICE. See inside for details on how you can ‘up’ your customer service and therefore ‘up’ your bottom line. I have to say my hat goes off to Julie-Ann up at Julie-Ann’s Boutique in Buderim, her customer service is her trade mark, she even keeps a register to make sure no two women turn up at an event in the same dress, thanks Julie-Ann (even though my husband thought I must have bought four or five dresses when he saw the credit card bill, oops ). CONGRATULATIONS to the winners of the Sunshine Coast Business Women’s Network Awards held on the 15th August at the Events Centre, Caloundra. As president of this network I was absolutely thrilled with the results, take a look on page 18 to see who won what. Roz White from White’s IGA is certainly a worthy recipient of the Outstanding Business Woman of the Year.

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CONTENTS BUSINESS AND LIFE MATTERS // COLUMNS 14

Mayoral Business

Numbers Business

24 50 60 63 67 68 Small Business of the Year: Business Matters Magazine Published by Matters Magazine ABN: 95 131 837 833 P. 5444 4456 Noel Burns House 18/21 Nicklin Way, Minyama Editor/Advertising Enquiries: Vickie Magic, 5444 4456 or 0433 198 868 editor@bmmag.com.au Photographer/Distribution Operations Manager: Dranko Magic, 0408 751 863 magic@bmmag.com.au Personal Assistant: Jasmine Sharpe admin@bmmag.com.au

Design: BrandGrowth 110 Sixth Ave, Maroochydore www.brandgrowth.com.au Sub Editor: Louise Hickey www.louisehickey.com Writers and Columnists this issue: Don Littler, Greg Searle, George Bakrnchev, Isobel Coleman, John Lobwein, Kimberley Lynch, Louise Hickey, Maggie Wilde, Mandy Napier, Mayor Mark Jamieson, Michael Shadforth, Paul Barrs, Peter Gibbon, Ron Hill, Sandra King, Steven Goodman, Ted FitzGerald, Tony Enchelmaier, Vickie Magic Online: www.bmmag.com.au Distributed from Beerwah to Pomona. Readership approximately 35,500. Printers: The Ink Spot Commercial Printers Maroochydore 5443 5431 No part of this publication may be reproduced without written permission from the publisher. All material in Business Matters and Life Matters Magazine is subject to copy right provisions. All editorial and advertising in Business Matters and Life Matters Magazine is accepted and published in good faith based on material provided by contributors and advertisers. All care is taken by the publisher, however responsibility is not accepted for errors or omissions and opinions expressed do not necessarily reflect those of the publisher.

a c

Advertorial Column

ca Column

Advertorial

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Editorial Feature Story

m Matters

Note these letters at the end of each article to indicate the article origin. Advertorial indicates some form of payment has been made by the writer.

4 ISSUE 74

Local Business

First Cab off the Rank Mindset for Life

Business Psyccess

Powering Business Potential

BUSINESS MATTERS // MATTERS 25

Technology Matters

Brokerage Matters

26 28 29 30 31 32 33 34

Business Development Manager: Jen Forster, 0403 236 783 jen@bmmag.com.au

Digital Business

35 38 39 40 41 42

Function Matters

Office 365 Matters Training Matters

Accounting Matters

Smart Business Matters Building Matters

Commercial Real Estate Matters

Professional Management Matters Property Development Matters Legal Matters HR Matters

Website Matters

Lending Matters

Franchise Matters

LIFE MATTERS // MATTERS 55

Eyebrow Matters

Your Cat Matters

56 58 59

Education Matters Jewellery Matters

Your Body Matters

FEATURES 06

Top Ten Ways to Make Your Customer Service Stand Out

Your Next Event with Beedazzled

09 10 12 15 18

19 36 43 44 46 52 66

Dazzle Your Clients at

Meet Beefy’s Pies mentor George Bakrnchev

Meet Richard West from Top Ten Home Loans

Customer Service Stand-Outs on the Sunshine Coast Winners - Sunshine Coast Business Women’s Network Awards 2015

All About Money Symposium

Unzip the Fat Suit Using Your Mind with Maggie Wilde Customer Dating Fails

Having a Good Business Coach Should Cost You Nothing TedX Noosa 2015: Land’s Edge

Five Healthy Habits to Help Your Life and Business Flourish What does Scrub Turkey mean to Belinda Wanless? Are you doing it all? Outsource your HR

BUSINESS MATTERS 5

TOP TEN WAYS TO

Ensure Your Customer Service Really Stands Out By Steve Goodman

It does not take a Business Matters columnist to tell you that retail shopping has changed significantly over the past decade or so. And, it’s not just online shopping and e-commerce - mobile technology has done as much to impact ‘bricks and mortar’ as the internet itself once did. However, among all the apps, and virtual shopping sites, many believe that ‘bricks and mortar stores’, instead of rolling over and playing dead, are actually making a comeback. Smart retailers realise they cannot compete with major online retailers on price or convenience but they can fall back on what brought people into their shops in the first place, by creating an experience and an environment that keeps the customer engaged, happy, and wanting to come back.

1 Recognition

Let’s face it, online shopping is impersonal, that is its greatest drawback, and still the best reason why ‘bricks and mortar’ shops can compete. Recognise your customer, greet him/her by name if possible. Sincere appreciation for their business and pleasant personal service will create loyalty and keep them coming back.

2 Add Value

You have people; use them to create a value-added experience for your customers. You must ensure that you have knowledgeable, professional and courteous employees who will do everything possible to keep your customers satisfied. Beyond that, give customers a reason to come into your shop rather than going online, such as letting customers know you donate a portion of proceeds to a local charity.

3 Brand Exclusivity

You want to be sure your customer comes into your establishment? Offer products they simply cannot get online or anywhere else!

6 ISSUE 74

4 Play to the Emotions

Shopping is an emotional experience. Online sites have greater difficulty triggering emotional responses than you do. There still isn’t an app that can smell like grandma’s apple pie baking, but it certainly is hard to resist that tantalising aroma wafting out of a bake shop. Remember to appeal to all five senses in your shop.

5 WiFi Enable your Business

There is an old saying, if you cannot beat them, join them. Sure you want your customers to enjoy the real world shopping experience in your establishment, but making it also ‘digitally friendly’ attracts tech savvy customers, who may want to use smartphone apps for discounts, to compare prices and products.

6 Encourage Shopper Participation

Again, taking a page from the online retailers, people shopping online love to read user reviews, and otherwise interact with the online retailer’s ‘followers’. ‘Bricks and mortar’ stores are finding ways to also bring this idea into the real world shopping experience by using things like kiosk displays with user generated content, and brand related hashtags on signage that allows shoppers to share their ‘in store’ experiences with the brand community.

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7 Touch and Feel

Despite being a digital technology giant, people line up outside of the Apple store. Why? Because they get to come inside and play. There will always be that segment of the population that wants to ‘touch and feel’ something before they buy it. Have working demos on display, and let people touch, feel, and enjoy.

8 Order online, pickup in store

This is another ‘best of both worlds’ solutions. Of course you have to have an online presence even to run a successful ‘bricks and mortar’ store, offer customers who may be perusing your site the ability to buy online and pick up ‘in store’. That way they can have the tactile experience of seeing the product, and maybe having some questions answered, along with the convenience of shopping and buying online.

9 Improved logistics

Improve your customer experience with improved logistics. Offer free delivery and free assembly. Again, these are value added experiences that the customer can not get when ordering online.

10 Be Aware of Multiculturalism

Understand the diversity of your community and carry products that appeal to the ethnicities of all your potential customers. However, appealing to clients of another culture is more than creating the right product mix. It’s also about making them feel at home during their shopping experience. From basic things such as shaking hands or making eye contact to more subtle things such as how to address people of a different gender, a little cultural awareness can go a long way toward helping recent immigrants or visitors from other countries feel right at home in your store. Much like the audiophiles who swear that to truly experience a classic recording, you need to listen to vinyl, many consumers are finding themselves returning to the refreshing experiences of ‘analog’ shopping, especially when you can create an environment that can blend the best of both worlds. f

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BUSINESS MATTERS 7

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Designs that engage visitors

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Dazzle Your Clients

AT YOUR NEXT EVENT Husband and wife team Bianca and Darren Frankling, owners of Beedazzled Events, were planning their own wedding celebrations years back when they accidently discovered a very lucrative gap in the ‘events’ industry here on the Sunshine Coast. Bianca says “I found it really hard to find a coordinator and decorator with new elements and fresh ideas for wedding decorations”. Bianca and Darren ended up organising most things themselves for their wedding and before too long they opened their Sunshine Coast business ‘Beedazzled Events’. The funky business name cleverly combines the couple’s first names; Bee (for Bianca) and Daz (for Darren).

the casual chefs and is very particular with his cooking. “The food he creates is amazing and sensational, utilizing fresh local produce as much as possible. Darren is always happy to accommodate any special requirements along the way,” explains Bianca.

They work perfectly as a team with Darren being a chef, heading up the catering side of the business, and Bianca the Managing Director and decorating guru. The business has been running since 2005 and now employs a large team of creative, fun, professionals ready to make any event totally spectacular! Bianca likes to have fun, and loves working with her husband, although these days Bianca is working a lot more in the background of the business allowing her awesome team to get on with the day to day stuff. This allows Bianca to work more on the business rather than in it. Bianca who has a background in Interior Design and Corporate Sales (for companies such as Coca Cola and Telstra) has the ability to turn ideas into fruition. Focusing her attention on the corporate market, Bianca’s Mother Rhonda looks after the weddings market as General Manager and runs the team of decorators. Darren manages

We asked Bianca what she thinks makes Beedazzled stand out, she said “It’s definitely our personal service that is our point of difference, we always ask questions about what our clients want, rather than telling them what they should have. Most of all we absolutely deliver exactly what they do want,” says Bianca. When it comes to offering valuable advice to our readers, Bianca says “If you think hiring a professional event planner is expensive, wait until you hire an amateur!” So if you think you can’t afford to pay for a professional event planner, ask yourself… can you afford not to? If you want to have your next event include that little bit extra and you want your guests to be dazzled, we suggest you give Bianca and the team a call on 1300 737 920. a wwwbeedazzledevents.com

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BUSINESS MATTERS 9

The Strategy Behind Beefy’s Pies Stunning Growth and Transformation is Now Revealed to All Sunshine Coast Business Owners! There are a lot of things you need to get right when transforming a business and having the right mentor to help with strategy and implementation is a major key. Mark Hobbs, Founder of multi-award winning Beefy’s Pies has transformed a family-owned, one store bakery into an eight company owned store icon with over 140 employees and growing. But it wasn’t always like this... Mark says, “We have had other mentors but George Bakrnchev equipped and instructed us with ‘tools’ through his Entrepreneurial Masters Programme which resulted in a better, more profitable business and a bigger life for us, in all areas. Implementation is the key and that is where I can proudly say that having George as our mentor has fast-tracked many changes.” When Mark applied one of George’s key lessons, results soared; his people and his stores grew, while creating more free time for Mark to think, plan and implement - something that was always missing in his working life. Here is that key lesson from George’s book:

Lesson # 2 – ‘Get Rid of The Monday - Sunday System’ The way you get paid as a business owner is entirely different to how an employee gets paid. If you don’t know the difference you will be destined for a lifetime of low profits and high stress. Business owners get paid for the results they produce and employees get paid for the time they put in. Employees work in the TIME = MONEY economy. You don’t! An employee doesn’t have to mortgage their home, give personal guarantees or have an overdraft. Often an employee makes more money than a business owner and on top of it, there is little to no risk for the employee. Employees are entitled to superannuation, sick leave, holiday pay, every weekend off for life... it’s almost the perfect little business. What about us, the business owners? We work in the RESULTS = MONEY economy. If there is a good financial result, we make money. If there is a poor result, we lose money. If there is a break even result, we break even too. Business ownership is the highest risk business model you can think of. We can work 24/7 and there is no law against it. Our business success is not dependant on how many hours we put in, but by what results we produce. That’s both a blessing and a curse.

10 ISSUE 74

‘I’m going to help you make it a blessing...’ The Monday to Sunday system works perfectly for employees who get paid for their time. For business owners, it doesn’t matter if we are working on a Monday, a Thursday or a Sunday. All that matters is what result did our business produce for the day - what ACTIVITIES DID WE DO on any given day? A business owner’s results are driven by the type of activities we do, NOT how many hours or days we put into the business. SWAP: The Monday - Sunday System FOR The Red – Yellow – Green Day® System Red Day® Activities = Working ON the business (e.g. finding ways to sell more pies) Yellow Day® Activities = Working IN the business (e.g. making the pies) and Green Day™ Activities = NO work whatsoever (100% non-business activities) Red Days® you find ways to make the business strategically better. You create/modify products or services for your customers. You create/ modify systems for your business so that it can look, feel, sound and taste better to your customers and stakeholders. You look at finding ways to generate repeat business, increase spend (ethically) and generate client referrals. It’s a relationship building day because relationships also equal money. Yellow Days® you serve customers, you do the accounts, you open the business, close the business, you employ people, you order stock, you follow up on orders, you check the quality of the work that goes out - it’s the ‘stuff’ of your business. Green Days™ means no business emails, no business reading, no business talking, no business thinking. So, what do you do on a Green Day™? Anything and everything that is not related to business. Remember as an entrepreneur you get paid for your results not your time; Mark Hobbs uses this exact system everyday to grow his business.

Learn more, register for a FREE Business Training Webinar by Beefy’s Business Mentor Book yourself in NOW at www.reddaycoaching.com/beefys Places on the webinar are limited to the first 100 to register and includes two Early Bird gifts!

Meet the Man Who Quietly Mentored Beefy’s Pies into a Sunshine Coast Icon (8 Stores, 140+ Employees and Growing...)

FREE Book Offer, See Below

FREE Business Training Webinar By Beefy’s Own Personal Mentor

A Free Copy of George Bakrnchev’s bestselling business success book The 8th Day of the Week which shows business owners how to go from working the equivalent of ‘8 days’ every week to taking 170 days off a year and still grow their business – valued at $19.95; and…

A FREE Beefy’s Signature Steak Pie* – or try the first ever award winning Gluten Free Pie to be endorsed by Coeliac Australia – Mark Hobbs sat on this idea for 5 years before George showed him how to unlock his time and implement within 90 days– taste the results for yourself!! *Present this original article at any Beefy’s store and claim your free pie: not valid with any other offers, limit one per person per day, valid until the end of this edition. On The Webinar You’ll Discover The Exact Same Business Freedom Blueprint That Beefy’s Used To Transform Their Business And Their Lives George will explain The 4 Entrepreneurial Freedoms™ of TIME, MONEY, PEOPLE and PLACE that have catapulted Beefy’s transformation and how to fall in love with your business all over again and really enjoy life! Specifically you’ll learn…

WEBINAR TOPIC The 8 Strategies Behind Beefy’s Pies Remarkable Success.

●

How to identify and get rid of up to 80% of your workload that makes no real difference to your income

●

What work you MUST delegate/get rid of and how to do it

With Renowned Sunshine Coast Business Strategist:

●

How to free yourself up to take on BIGGER OPPORTUNITIES

●

What daily activities you should be doing and what activities you should NEVER be doing

●

The Ultimate 90 Day Goal Strategy which unlocked Mark Hobbs’ time and allowed him to open new stores and continues to create award winning products.

George Bakrnchev BBSc, FCM Meet Beefy’s Business Mentor George Bakrnchev is the founder of Red Day® Coaching and a multiple bestselling author. He has a Bachelor of Behavioural Science Degree with a double major in human applied psychology. A Sunshine Coast local, he and his business partners have dedicated their time to helping business owners around Australia live a bigger, better life. Their clients read like a ‘Who’s Who’ of local success stories. He’s been featured on Channel 7, The Australian and the ABC.

WEBINAR DETAILS WHEN: Wednesday 14th October TIME: 8:07am INCLUDES 2 FREE BONUS GIFTS! A complete electronic copy of George Bakrnchev’s bestselling business success book The 8th Day of the Week valued at RRP: $19.95 A FREE Beefy’s signature steak pie valued up to $7.20* Register at: www.reddaycoaching.com/beefys

What George’s clients say… What we need to build a business… “George makes you realise that what’s been drummed into us for years simply doesn’t work anymore, and reveals to us what we need to do to build a business that REALLY works.” Christopher Tolevsky CPA - Accountant & Business Development Specialist “George he has reminded me of a Wayne Bennett type. In a era when many ‘promise the world’ but ‘deliver an atlas’ George teaches simple yet ethical business principles that are transferable to any type of business, delivered by a man who has walked the talk.” Adam Norlander - Head Professional, Headland Golf Club From Entrepreneurial Slave to Entrepreneurial Master “As a property developer, my acceptance into The Entrepreneurial Master Programme has given me my life back all while doubling the volume of my projects. I’ve eliminated the workload that I’m not unique at, I’ve been able to increase my fun factor in the business and I have been able to take ‘stress-free’ Green Days (holidays) without having to worry about constant phone calls and emails. Without George’s systems, mentoring and accountability I would still be working 8 days a week. I fly in from Melbourne every 90 days to attend our sessions on the Sunshine Coast and it’s been worth every cent.” Alex Molnar - Molnar Jarrett Property

Book yourself in NOW at

www.reddaycoaching.com/beefys Places on the webinar are limited to the first 100

BUSINESS MATTERS 11

RICHARD WEST possibly the fastest broker in the world! He’s travelled at twice the speed of sound and visited more countries than you could poke a plane ticket at, so you could describe Richard West as a bit of a Superman! Or at least in the mortgage broking business! In today’s highly competitive mortgage market it makes more sense than ever to use a mortgage broker. Why limit yourself to the offerings of just one institution when you can have access to all available offers, for free! When Richard boarded a Greyhound bus in the US at the tender age of 18, he didn’t know what adventures lay ahead. He just knew he wanted to travel. And when he returned to the UK from that bus tour of the USA, Canada and Mexico, his passion for travel was even stronger, pushing him to seek career with opportunities to work overseas. “Within weeks I landed a job at Citibank in London working in corporate operations. Twenty-five years later I still worked for them. But during this period I had permanent postings to Italy, Saudi Arabia and Greece. “Much of my career was spent in Audit, Compliance and Risk Assessment roles. The nature of my work allowed business travel to Switzerland, France, Germany, Denmark, Nigeria, South Africa, Malaysia, UAE, Bahrain and the USA.” Pretty impressive, you might say, but his passion for travel was still not sated - instead it was fuelled! “At every opportunity I also took vacations in countries I hadn’t visited. I think the list to date covers over 55 countries and the bucket list is still growing.” Richard began mortgage broking in 2004 and decided to launch Top Ten Home Loans early in 2014. As if that wasn’t enough, he also managed to complete a degree, a diploma and held two overseas positions - China and PNG - in that time. “Mortgage broking is about knowledge, experience and systems but equally important is communication. One or two of these components are often offered as customer highlights but I believe all four are absolutely essential,” Richard said. “Understanding a customer’s goals and specific needs is the foundation to find a client the right solution with the right products, features and services that support their objectives. “Most finance brokers provide diverse services that not only support owner-occupiers and investors but also support those clients that need commercial and asset finance solutions. “In today’s world of shopping for the best deal it makes sense to use a broker. A bank offers customers solutions within the boundaries and limitations of that organisation. But the better deal may come from the bank down the road, a non-bank lender or even an international bank with an Australian presence. As a broker, my job is search out the best deal available.” Top Ten Home Loans charge no service fee, because they are paid by the banks. And that rule applies even if the client doesn’t proceed with the loan.

12 ISSUE 74

“If you’re ready and able to take action now, that’s great. If not, that’s good, too. Because we hope that the information we provide will allow you to develop a plan for the future. “Of course, we hope you remember Top Ten Home Loans when you are ready and also refer us to your friends, family, colleagues and business associates.” Richard believes Top Ten Home Loans provides an excellent, personalised service supported by hard work and commitment to get clients the best solution. It’s not for nothing that his mantra is: ‘Your Success is Our Success’. He also believes that extensive travel not only broadens the mind, but gives you much more than just a few holiday snaps. But then he would say that, because his travels brought him something very special indeed - his wife! “I lived in Saudi Arabia at the time and took a scuba diving course in the Red Sea. I was assigned a buddy who ultimately became a soul mate. So in answer to the question ‘Where did you meet your wife?’ I raise a few eyebrows when I say 20m under the Red Sea!” A key component of travelling, of course, is that you experience new places and cultures. “But the second is that I meet new people. As a finance broker I’m fortunate to meet many people from many walks of life. It’s what makes me tick. And this is where communication with a personal touch is so important.” And sometimes that personal touch can be extreme, as Richard explained. “I’m keen to deliver service wherever it’s needed. On one occasion I needed loan documents to be signed by an elderly couple that were staying on a small boat. The husband met me on a river bank with a small tender and ferried me through wet, blustery conditions to their anchored boat. “Although a little wet, both me and the documents made it back to shore. But delivering service was taken to an extreme in Saudi Arabia. “I worked there during the first Gulf War. Until the coalition’s invasion, Saudi was subjected to regular SCUD missile attacks. The American Patriot missiles took most of them out in the sky. But the sound and shock waves were something else. The bank I worked for was adamant it would be business as usual. And it was!” But while delivering that same excellent service on the Sunshine Coast may be a little drier, and certainly quieter, Richard’s work ethic remains the same. “People want reliable service delivered with professionalism and understanding. We communicate difficult concepts in a language that people can readily understand. Add commitment and hard work to the mix and this is why people choose us.” And who are your clients, Richard? “Anyone that wants a competitive home loan to buy a property to live in or invest. Of course, this also includes clients that want to refinance to a better deal, need funds to renovate or want to extract equity (cash out) from their property. So clients can range from first home buyers to seasoned investors to retirees. Beyond this we also provide services to businesses needing commercial loans or asset finance.” And when the deal is done, the words Richard most likes to hear are: ‘Top Ten Home Loans did what they said they would!’ “I like them to say that we delivered and they would be happy to refer us to family, friends, colleagues and business acquaintances.” Before we go, we should probably explain that Superman moniker! “On one trip to New York I was fortunate enough to receive a surprise upgrade to make this journey on Concorde. To travel at over twice the speed of sound and to arrive at my destination 90 minutes before I took off was, well, amazing!” e www.toptenhomeloans.com.au

BUSINESS MATTERS 13

mayoral business

with Mark Jamieson, Sunshine Coast Mayor

Sunshine Coast takes the lead The Sunshine Coast is taking a leading position as a major urban and economic centre in Australia.

No other regional location in Australia will be able to offer what we can in terms of digital connectivity to global markets.

We are outperforming the majority of other regions in Queensland and indeed, most regions nationally.

Council has had this independently modelled and the economic benefit is palpable.

Now, Council is taking an even bolder step to take us on a journey to become a truly 21st century global region by lodging a comprehensive submission with the Australian Communications and Media Authority (ACMA) to commence the process to declare a submarine cable protection zone off-shore from the Sunshine Coast. If the zone is granted, this will facilitate private investment in Australia’s newest submarine broadband cable connection to the rest of the world – landing right here on our Sunshine Coast. We would become the closest digital connection point in Australia to the leading markets of Asia and the United States. There are currently only five international cable connections into Australia – four within a 30km stretch of coastline in Sydney and one into Perth. If the cable protection zone is declared and the submarine cable infrastructure is delivered, the shape of our region’s economy and our attractiveness to new businesses will change profoundly – and forever. It will provide milli-seconds of advantage and significantly improved speed and bandwidth from Australia – all from this point on the Sunshine Coast. Milli-seconds might not seem much, but they mean a lot to banking and finance, digital solutions developers and those businesses and industries that are heavily dependent on online transactions. Locating near the cable landing point provides a significant commercial advantage for these businesses and industries. The greater speed and bandwidth will also transform the capacity of our university hospital to undertake remote diagnostics and clinical treatments, with direct access also available to some of the world’s leading health and medical research institutes. This benefit is not confined exclusively to the Sunshine Coast – with all of south east Queensland advantaged by an international connection from the Sunshine Coast. That said, the impact on the marketability and value proposition for the Sunshine Coast alone, as a place to invest and operate a business, will be astounding.

The AEC group has forecast that the delivery of a broadband submarine cable connection to the Sunshine Coast will generate an additional $700 million to our economy every year and $1.1 billion annually to the economy of Queensland Furthermore, Queensland will no longer need to rely on a terrestrial connection to Sydney for its data needs. This is a connection that has been damaged on many occasions, causing significant disruptions to business, industry and the community throughout the State. And at a national level, the Sunshine Coast will be playing its part in addressing a materially significant risk. At present, the entire eastern seaboard’s data connectivity with the rest of the world occurs through the four cables that land in Sydney.

Contact points Contact the Prime Minister: Via mail: The Hon. Tony Abbott MP Prime Minister Parliament House CANBERRA ACT 2600

Or complete an online contact from at: www.pm.gov.au/contact-your-pm Via Social Media Twitter @TonyAbbottMHR www.facebook.com/TonyAbbottMP

We have a long road in front of us.

Contact the Federal Minister for Communications: Via mail: The Hon Malcolm Turnbull MP Parliament House PO Box 6022, House of Representatives Parliament House, Canberra, ACT 2600 or PO Box 545, Edgecliff, NSW 2027 Tel: 02 9327 3988 Fax: 02 9327 2533

Convincing ACMA to proceed to declare a cable protection zone off-shore from the Sunshine Coast and securing the private sector’s investment in the delivery, operation and maintenance of the cable infrastructure.

Or by email or telephone: Email: malcolm.turnbull.mp@aph.gov.au Tel: 02 6277 7480 Fax: 02 6277 3776

Federal Communications Minister Malcolm Turnbull has identified this as a vulnerable single-point-of-failure for Australia – with too many cables located in the same pathway and going to the same access points. While we have been working to this point for quite some time, the reality is that this milestone of making our ACMA submission really is only the end of the beginning.

Our challenge is to convince ACMA that there is no other decision that it can make. That it must support Council’s submission and agree to commence the process to declare a cable protection zone here off the Sunshine Coast. If there is only one thing that you do this year to advance the interests of this region that you call home, then I ask that it is this. Take 10-20 minutes to voice your support for Council’s submission for a cable protection zone to ACMA, the Federal Minister Malcolm Turnbull and the Federal government. Do this via email, by social media or even write a letter if you are so inclined and encourage your family, friends and colleagues to do likewise. We must not let this opportunity pass us by.

Via Social Media Twitter @Turnbullmalcolm www.facebook.com/malcolmturnbull Contact the Australian Communications and Media Authority: Via mail: The Manager, Networks Section Australian Communications and Media Authority PO Box 13112 Law Courts Melbourne VIC 8010 Via email or telephone: Email: subcablesenquiries@acma.gov.au Phone: 03 9963 6800

Sunshine Coast Mayor Mark Jamieson keeps BM readers up-to-date on what’s happening on the Coast. c www.sunshinecoast.qld.gov.au

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Customer Service Stand Outs on the Sunshine Coast We believe the way to focus on getting good customer service is to shout out about some businesses who are definitely getting it right!

All’ Antica

Helen and Shane McNalley

For the past 25 years All’ Antica has a rich history and heritage, serving traditional Italian cuisine in a welcoming and warm environment. All’ Antica in Italian means ‘in the traditional way’ so at the core of the restaurant are traditional recipes showcasing provincial cuisine.

Shout Out

Our customer service shout out is to Nicky Orchard from Orchard Financial Group because of her amazing service in helping people achieve their goals both financially and personally.

HOW WE SPOIL OUR CUSTOMERS We like to spoil our customers on arrival with complimentary olives just to get the dining experience started. We like them to feel like they have stepped into our home, a warm and relaxed environment and enjoy traditional Italian food and don’t forget we have some amazing wines as well.

5444 0988 3/115a Point Cartwright Drive, Buddina www.allantica.com.au

Bartercard

David Horne

Bartercard , the world’s largest trade exchange, guarantees sales and has been helping business grow on the Sunshine Coast for more than 20 years. More than 24,000 businesses exchange goods and services to the value of AUD$600 million without the use of cash across 10 countries.

HOW WE SPOIL OUR CUSTOMERS Bartercard connects like-minded business owners to create new opportunities. Our dedicated Account Managers work with you gaining an insight into your business which translates into increased sales, improving cash flow and increasing the profitability of your business.

Shout Out

We would like to give a shout out to Jeanette, Emma and the team at Blend Hair & Beauty in Currimundi. You are always greeted with a friendly smile and made to feel like you are the most important person in the world!

1300 BARTER (1300 227 837) admin@bartercardsc.com.au www.bartercard.com.au

Austwide

Sarah Fisher

Austwide Insurance Brokers is owned and managed by Sarah Fisher. Sarah is a motivated and creative insurance expert who has expertise in almost every area of business and personal insurance. Austwide’s greatest source of new business is from referrals.

Shout Out

Is to Bec Holliday from Captured by Bec, for her effervescent service and creative flare. We love our corporate photos, she made it so easy and the end result is brilliant.

HOW WE SPOIL OUR CUSTOMERS We believe in offering our clients personal service and advice with quick turnaround times and caring support with claims. We enjoy building long term working relationships with our clients. Good service is about understanding our clients’ needs and objectives and providing them with advice appropriate to their business.

Austwide IBS PTY LTD T/as Austwide Insurance Brokers ABN 65 237 964 223 | Authorised Representative No. 343827 Authorised Representative of Ausure Pty Ltd T/as Ausure Insurance Brokers ABN 94 096 971 854 | Licence No. 238433

07 5474 3040 sfisher@austwideinsurancebrokers.com.au www.austwideinsurancebrokers.com.au BUSINESS MATTERS 15

Julie-Ann Boutique

Julie-Ann Fenwick-Symons

Julie-Ann Boutique in Burnett Street Buderim has been in business here on the Coast since 1989. Specialising in mother of the bride and groom stunning outfits. Beautiful gowns for formals and black tie events from sizes 6 to 18 for all ages.

HOW WE SPOIL OUR CUSTOMERS

Shout Out

It is no surprise that Julie-Ann has made many life time friends from clients over that time. She will choose only three outfits in the boutique that will suit the client perfectly. Her uniqueness for mother of the bride, black tie events, formals and race wear are second to none. She alse keeps a Register to ensure no one else will turn up in the same outfit.

Robyn owner of Curley’s Menswear (next door to Julie-Ann’s Boutique) offers customer service second to none. Robyn offers casual and black tie menswear and casual sportswear.

07 5453 7777 julie.ann@internode.on.net Open Six Days

Smile i.t.

Ralph Steven-Jennings

Smile IT Has over 75 years’ combined experience in the IT business and education sectors and have serviced more than 1,000 clients. They offer lightning quick Australian based support with no lock in contracts as they know that their customers won’t need to leave them.

HOW WE SPOIL OUR CUSTOMERS We pride ourselves on providing our customers with more than just products. We want them to know that we will always give them our honest opinion, friendly service and good value for money. We strive to assure little of no disruption for our clients.

Shout Out

Our customer service shout out goes to Family Friendly Carpet Cleaning. Donna and Miki provide customers with friendly service, great advice and all at a reasonable price!

1300 716 840 ralph@smileit.com.au www.smileit.com.au

Ebb Ebb first opened its doors in 2005 and continues to build a reputation for dining, events, corporate functions and weddings. Ebb offers diners an unrivalled waterfront location complimented by views across to the Pacific while still in the heart of the Maroochydore CBD.

Shout Out

We would like to give a shout out to our fresh meat and local produce supplier, Cotton Tree Meats, their customer service is the best we have experienced.

07 5452 7771 info@ebbwaterfront.com www.ebbwaterfront.com 16 ISSUE 74

HOW WE SPOIL OUR CUSTOMERS Ebb offer their customers a private dining area equipped with AV for corporate meetings of up to 25 guests. Ebb customers just keep returning, that’s because they continually delight their customers with the highest level of customer service and include complimentary bread and sorbet.

Century 21 Grant Smith Property

Grant Smith

The multi-award-winning team at CENTURY 21 Grant Smith Property Buderim are Sunshine Coast locals, they are community focused and have a unique understanding of the local market. Grant Smith and his team are passionate about real estate and love looking after the local Sunshine Coast family.

Shout Out

HOW WE SPOIL OUR CUSTOMERS Our champagne customer service is our signature, it is who we are. We constantly search for different ways to surprise and impress our valued clients. Every client is unique and so each surprise is unique too, like a box of chocolates they never know what they are going to get.

Our shout out is to Zane and the team at Mercedes Benz, nothing is ever too much for them, no matter what we ask of them, the answer is always yes.

P: 0410 21 21 21 grant@gsproperty.com.au www.century21.com.au/buderim

Sunshine Coast Caravan Hire

Cathy and Darren Coster

Located at Tinbeerwah, Sunshine Coast Caravan Hire is the South-East region’s caravan hire specialist. We have various late model vans to suit all kinds of caravanning experiences at an affordable price. Wouldn’t you rather go exploring in a caravan?

Shout Out

HOW WE SPOIL OUR CUSTOMERS

My customer service shout out is to: The fabulous Cooroy Hotel for its consistently delicious food, vibrant atmosphere and friendly service. Always a favourite for our family night out.

Excellent customer service means ‘nothing is a problem’. Helping a client enjoy their holiday is a priority for us, whether its accommodating last minute bookings or driving hundreds of kilometres to drop off a van. Going the extra mile makes all the difference!

0439 436 343 cathy@sunshinecoastcaravnhire.com.au wwwsunshinecoastcaravnhire.com.au

Ella Bache Coolum At Ella Baché, we are strong believers in the philosophy that no two skins are alike. This means your skin has its own set of characteristics and is constantly undergoing change. Age, diet, stress and environmental influencers all affect your skin. Ella Bache offer skin solutions as individual as you are.

HOW WE SPOIL OUR CUSTOMERS We take pride in all our services ensuring each client is made to feel special and individual, not only is this our job, it is also our passion. We pride ourselves in making people feel confident, relaxed and happy after each and every treatment.

Shout Out

We love Natural Harvest Wholefoods in Coolum, their customer service is seriously second to none. We love their friendly staff who always make us feel welcome and comfortable.

07 5446 4046 EllaBacheCoolum@bigpond.com www.coolum.ellabache.com.au BUSINESS MATTERS 17

CONGRATULATES the amazing winners of the recent Sunshine Coast Business Women’s Network Gala Awards.

As the president of this network I am thrilled to share a little about our winners with you.

Outstanding Business Woman of the Year 2015 sponsored by Garland Waddington Solicitors

Congratulations to Roz White of White’s IGA SUPA Bli Bli, IGA Mt Coolum, IGA Mooloolah Roz, along with her husband Michael, commenced their retailing journey on the Sunshine Coast with the purchase of a small convenience store in Maroochydore in October 1993. There began the humble beginnings of White’s Grocers. Since this time the business has grown from one store with three staff to three stores. Currently the White’s IGA Group consists of the newly constructed SUPA IGA Bli Bli, IGA Mooloolah and IGA Mt Coolum. Their unique ‘locavore’ culture guarantees you to always spot a local in store because they’re locally owned, they employ locals and it’s where the locals shop.

Micro-Small Business Woman of the Year 2015

Young Business Woman of the Year 2015

Congratulations to Denise Ladwig of Advanced Women’s Imaging

Congratulations to Courtney Aspland of TAFE Queensland East Coast

sponsored by University of the Sunshine Coast

Advanced Women’s Imaging, Selangor Private Hospital, Nambour, was established in 2010 in partnership with Sunshine Coast Radiology. Denise is an Obstetrician Gynaecologist and Ultrasound Specialist, personally scanning and counselling all patients. She has worked exclusively in women’s imaging since completing her ultrasound fellowship in Sydney, in both private and public sectors.

Corporate Business Woman of the Year 2015

sponsored by The Events Centre, Caloundra

Congratulations to Jodi Chapman of Advanced Wellness and Behavioural Centre Advanced Wellness and Behavioural Centre has been established as an optimal natural healthcare facility, with a special interest in examining depression and behaviour from a different perspective. To allow identification and treatment of the causes of mental illness from a genetic, biochemical, nutritional, emotional and physiological (brainwave patterns) approach. Designed to fill the vast gap between medication and Cognitive Behavioural Therapy, the two ends of the medical model spectrum.

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sponsored by Telstra Business Centre, Sunshine Coast

Courtney’s passion for education, combined with her ability to embrace new opportunities has seen her career with TAFE continue to grow. She feels privileged to shape the outcomes of the organisation as the youngest member of the Executive Team and is responsible for the marketing and sales strategy for the entire region.

Professional Business Woman of the Year 2015

sponsored by NAB

Congratulations to Angela Miles of RACQ CareFlight Rescue Angela is the Relationship Manager North Coast Region for RACQ CareFlight Rescue, an aeromedical and rescue retrieval helicopter service, efficiently overseeing a region of over 100,000 square kilometres from Brisbane River to the Town of 1770. e To find out how to get involved with the network go to the facebook page Sunshine Coast Business Womens Network, or see the website www.scbwn.org.au

Welcome to our new ALL ABOUT MONEY feature

which will give you education about creating wealth from a holistic point of view. From a Financial Planner, an Accountant, a Mortgage Broker, a Solicitor and a Builder. In this our first issue we will be introducing you to our contributors and letting you know what to look for yourself when using someone from their industry. Next issue we will start from scratch on wealth creation.

ABOUT

Infocus Money Management

$ $ $ $$ $

Our focus – it’s personal Infocus Sunshine Coast Financial Planning have been in the business of understanding people and their needs, goals and dreams on the Coast since 2001. Infocus Sunshine Coast is part of Australia’s recognised Infocus Wealth Management Group which has over 118 offices nationally providing financial services and advice, with $4.4Bn group funds and $67M risk premiums under advice.

The Infocus accredited and expert Financial Planners on the Sunshine Coast provide leading financial advice that supports clients across all stages of their life, and pride themselves in educating their clients to take control, make the most of their finances, and enjoy building a mutually rewarding relationship during that time.

Infocus Sunshine Coast Team

Unlike many other financial planning businesses, Infocus is not aligned to a bank, which means our clients receive strategic advice that is not product dependent. At a local level this means we have a sustainable business model which supports our clients through a journey of business and life events. To speak to the Sunshine Coast Financial Planning Team phone (07) 5443 4311 or visit our website www.infocus.com.au/sunshine-coast/ Sunshine Coast Financial Planning Pty Ltd ABN 34 133 955 736 is a Corporate Authorised Representative of Infocus Securities Australia Pty Ltd ABN 47 097 797 049 AFSL and Australian Credit Licence No. 236523 trading as Infocus Money Management.

WHAT TO LOOK FOR IN YOUR

FINANCIAL ADVISER

$ $ $ $$$ $

Infocus Money Management

Your financial adviser should focus on your goals, find out what’s important to you and then apply services and strategies to support your goals including accountability to keep you on track with your plan. The first appointment is usually at no cost. You may choose to get one-off advice for a particular transaction or ongoing access to services, and to your adviser’s knowledge and expertise. Some of the things you might discuss with a financial adviser include: • how to structure your personal super within your current fund, in order to meet your retirement or pension needs • how to protect your family income in case you get an illness, have an accident or can’t work • assistance with Centrelink, solicitors, accountants and preparation of wills • budgeting and investing options to grow wealth • keeping you accountable to yourself about your money choices • assistance with self-managed superannuation plans • preparation for family changes like parents transitioning to aged care or retirement • business insurance to cover partnerships and key individuals • savings plans for children’s education and future lifestyle or income needs. a

$ $

P. 07 5443 4311 W. www.infocus.com.au/sunshine-coast

Disclaimer: This information is of a general nature only and neither represents nor is intended to be specific advice on any particular matter. Infocus Securities Australia Pty Ltd strongly suggests that no person should act specifically on the basis of the information contained herein but should seek appropriate professional advice based upon their own personal circumstances. Although every effort has been made to verify the accuracy of the information contained in this document, Infocus, its officers, representatives, employees and agents disclaim all liability (except for any liability which by law cannot be excluded), for any error, inaccuracy in, or omission from the information contained in this document or any loss or damage suffered by any person directly or indirectly through relying on this information. Sunshine Coast Financial Planning Pty Ltd ABN 34 133 955 736 is a Corporate Authorised Representative of Infocus Securities Australia Pty Ltd ABN 47 097 797 049 AFSL and Australian Credit Licence No. 236523 trading as Infocus Money Management.

Thursday 22nd October at The Edge Mooloolaba 5.30pm to 7.30pm

For more information and bookings, please contact 07 5444 4456 or admin@bmmag.com.au BUSINESS MATTERS 19

$ All About Money

9 3 0241 4678 56

5 2 ABOUT

Melanie Jacobson and Renee Spears

MJJ Accounting and Business Solutions

MJJ Accounting and Business Solutions is a boutique accounting firm. With a combined industry experience of nearly 30 years, partners Renee and Melanie have worked in both large and smaller accounting firms, locally and abroad. During these years, they developed a deep understanding of what it takes to help their small business clients grow their business. They are particularly passionate about educating their clients in exactly what they need to look for to increase their bottom line. You’ll get access to all the big firm knowledge with personalised service and a business ‘partner’ who understands your business and has your best interests at their core, helping you make your business the best it can be. Working with the team, you’ll get control over your finances and obligations, with the knowledge and complete confidence your finances are in the expert hands.

Together, we’ll analyse and focus on the ‘bigger picture’, addressing not only your short term requirements, but setting you up for future success and growth by assisting you to set, and stay on course, with your medium and long term goals. Our purpose is to help small businesses be successful so collectively we are contributing to our community and to ensure all business owners and individuals have the knowledge and skills to achieve their financial goals. We’re passionate about helping you be successful so you can enjoy life and the things that matter most to you and your family. We understand that central to all business success is sound strategic and financial advice.

WHAT TO LOOK FOR IN YOUR

ACCOUNTANT

When looking for an accountant, like most things in life, there’s no ‘one size fits all’ solution. When dealing with an accountant, you will sometimes have questions; it is important that you feel comfortable asking them. Additionally, more often when you receive an answer it can be in ‘accountant speak’ which just creates more questions and confusion.

9 3 0241 7 46 8 56

5 2

MJJ Accounting and Business Solutions

Accounting is a very complex area and with some pre-planning, a business can save thousands on their tax bill. Through simple techniques, we aim to educate our clients on the best way to set up their business and the continued efficient running of their business. Each year we engage and work with clients through end of year tax work and tax planning. It is important when starting, growing or running your business you have the right structure in place, whether this is through a Trust, Company or Sole Trader. At MJJ Accounting and Business Solutions, we will provide you with the right advice about what structure will best suit your needs, whether it’s asset protection, tax minimisation or succession planning.

P. 07 5451 1118 W. www.mjjaccountants.com.au

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Here at MJJ Accounting we encourage questions and client interaction. If you ask one or a hundred questions, we are more than happy to answer them. Most of all we aim to answer these questions in ‘simple, plain English’ so you walk away with an understanding of the situation, instead of confusion.

When looking for an accountant you need someone with clear communication, the right knowledge and passion for business. The team at MJJ Accounting are ready to help you realise your financial goals today. a

$ All About Money Symposium

Thursday 22nd October at The Edge Mooloolaba 5.30pm to 7.30pm

$ All About Money

$ $ $ $ $$ ABOUT

Mortgage Choice in Buderim

$ $$

$ $ $ $ $$

The Mortgage Choice in Buderim Team

We are a multi award winning team of nine that attribute our success to the dedication that we have to maintaining the highest level of service. All of our brokers are strong believers in property and have investment portfolios of their own. We love helping our clients achieve their goals through property.

We started our franchise 12 years ago, and have thousands of active clients that we work with to ensure that the loans are working for them in an effective way. This includes periodic reviews, switching between fixed and variable at the client’s request, and always being available for our client’s questions.

Mortgage Choice is Australia’s leading mortgage broker. We help our clients compare hundreds of loans across a range of lenders. Our brokers are paid the same regardless of which lender and loan you choose, and there is no cost to you for our service. Did you know that the use of mortgage brokers has flourished in Australia? In fact, as of recently, the majority of home loans in Australia are now through brokers. If you don’t already have a broker, you don’t need to wait until your next purchase. You could be saving thousands of dollars per year just by reviewing your current loan to see what other options are available.

$ $ $ $ $$ WHAT TO LOOK FOR IN YOUR

MORTGAGE BROKER

Mortgage Choice in Buderim

$ $$

A. 1 Ballinger Rd, Buderim | P. 07 5476 9333 E. Matt.ireland@mortgagechoice.com.au W. www.mortgagechoice.com.au/linda.ireland

Applying for home loan can be a confusing and timeconsuming exercise. Comparisons between different banks are not as easy as simply comparing rate because there are numerous types of products each with their own benefits. There are different policies determining what type of loan you are eligible for and how much you can borrow. This can range significantly. As an example, right now some of the major banks will only lend up to 80 per cent for an investment property, and others will go to 95 per cent. So what you need to look for in a broker? Obviously, experience is number one. Having someone that is very familiar with all of the subtle differences between lenders can not only be the difference between getting approved or not, but can save you money as well. Sometimes the financial benefit is not all in the interest rate, but could be in the way that the loan is structured for tax, or how much mortgage insurance you have to pay. You want someone that is passionate about property, and has real world experience. Particularly if you are interested in property investment. There is a difference between helping others invest, versus doing it yourself and facing the same decisions, researching the best options, and experiencing the process yourself. You want someone that believes in what you are doing, not just someone who can help you with finance. Of course, as with any important transaction in your life, you also need to feel the level of comfort and trust with the individual that you speak to. a

For more information and bookings, please contact 07 5444 4456 or admin@bmmag.com.au BUSINESS MATTERS 21

G D FBCEH A

$ All About Money

ABOUT

Your needs are individual and you want high quality service from a firm that understands your situation, gets it and gets on with it, so you will appreciate our straight-forward approach and frank advice. Spire Law provides strategic, current and relevant advice in the areas of property, commercial, litigation and construction law. You can be confident that you are working with a team of passionate people who are dedicated to their practice area. After all, it is our people that make us different. With over 50 years of combined legal experience, there’s not much we haven’t done.

Being innovative, thinking laterally and developing a solution with our clients is what drives us. Our lawyers stay abreast of market trends, industry developments and legislative frameworks. This ensures that our advice is commercially relevant and industry specific.

G D FBCEH A

The difference Spire Law offers is our ability to provide exceptional legal services consistently and efficiently on time, every time. We understand the importance of transparency and innovation in our service delivery and offer an uncommon approach to pricing.

Glen Carpenter and Grant Cunning

Our sole focus is our clients and achieving their ongoing commercial objectives. We take the time to build genuine relationships with our clients so that we can understand their business and their objectives and how we can help to achieve them. We do this with a disciplined approach, innovative service delivery and progressive technologies. That’s inspired thinking.

WHAT TO LOOK FOR IN YOUR

SOLICITOR

First and foremost, you need to understand what you require a solicitor for. Just as there is no point speaking to an optometrist about your teeth, you will benefit from a solicitor who has experience in dealing with your type of matter. That experience will save you time and money in the long run.

G D FBCEH A

Once you have recognised what you need from your solicitor, what next? You want to find a solicitor who tells you where you stand, not what you want to hear. A solicitor experienced in your type of matter will set out all of your options and most importantly provide clear and meaningful advice. After all, that’s what you are paying for. Next, consider whether your solicitor is a driver or a passenger. Without a driver, your matter can become protracted and cause you frustration. You want a solicitor who is proactive, returns calls and is on time. This will help keep your matter on track and avoid delays. Also, don’t base your decision on pretty websites. Do your own research. Speak with your other advisers about who they recommend. Or better yet, ring solicitors to discuss their experience in dealing with your type of matter.

P. 07 3088 7511 E. admin@spirelaw.com.au W. www.spirelaw.com.au

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What about price? Make sure a solicitor is comfortable to discuss price so that there are no surprises. However, remember that you will always get what you pay for. Above all, you need to trust that your solicitor’s advice is right for you. If not, go back to step one and start again. a

$ All About Money Symposium

Thursday 22nd October at The Edge Mooloolaba 5.30pm to 7.30pm

$ All About Money ABOUT

Thompson Sustainable Homes

Thompson Sustainable Homes is your local Sunshine Coast builder specialising in small lot and built-to-boundary homes. Our third generation family business has been thriving amongst the building industry for more than 50 years, providing stunning homes to satisfied clients across Queensland. We offer superior products to our customers that look great, function perfectly and are designed for the future. We consider ourselves a builder for the future, partnering with industry leading suppliers to develop smart, efficient and sustainable housing solutions. Our built-to-boundary construction methodology gives us flexibility to deliver affordable and unique solutions for customers’ individual blocks of land. We take into consideration the environmental effects on homes at the design stage, which over time, can save you significantly, given the costs associated with energy consumption for heating and cooling. Combining these design characteristics with energy efficient products and construction materials, makes our homes the cost efficient and socio-environmental choice. We invest in the future, training and qualifying industry prepared apprentices. Striving for excellence and success amongst other builders, we won the 2014 Construction Skills Queensland ‘Tradie Vs’ Challenge and the 2015 Queensland Training Awards ‘North Coast Small Employer of the Year’. We’re proud of our team of friendly professionals that are specialised at guiding you through the new home building process – from start to finish! When it comes to building your new home, Thompson Sustainable Homes is the builder for you with our innovative, sustainable homes that will suit you, your lot and your lifestyle. Visit Thompson Sustainable Homes at www.thompsonsustainablehomes.com.au or speak to our friendly team today on 1300 90 40 40.

WHAT TO LOOK FOR IN YOUR

BUILDER

Thompson Sustainable Homes

Brad Thompson

Buying a new home is a significant investment and to ensure that you have the right home that caters for you now and into the future, it comes down to the builder that you choose. When you are looking to build, it is important to talk to a builder like Thompson Sustainable Homes who have been in the industry for over 50 years, about what you can expect in the building process – it’s fair to say that nobody likes unexpected surprises when it comes to building a new home. Removing stress out of building a new home will ensure you have a comfortable and enjoyable experience. The Thompson Sustainable Homes team is there to guide you through the process from selecting a block and a home design to match or customising a house and land package to suit your lifestyle. Building worries are removed leaving you to enjoy personalising your decor, colour scheme and fittings. It is important to find a builder with passion for what they do, willing to push the boundaries to ensure a client’s new home is everything they have dreamed of. As the Coast’s resident innovative, small lot builder, Thompson Sustainable Homes have the perfect home solution for you. The team of industry professionals at Thompson Sustainable Homes work with today’s leading suppliers to bring their clients hassle free, innovative, sustainable homes on the Sunshine Coast, that are built for now and the future.

P. 1300 90 40 40 W. www.thompsonsustainablehomes.com.au

Push the boundaries and dream big with Thompson Sustainable Homes! a

For more information and bookings, please contact 07 5444 4456 or admin@bmmag.com.au BUSINESS MATTERS 23

digital business with Greg Searle, Anypoint

The Deploy - ing Ok, so what does this mean? To deploy is ‘to spread out or arrange strategically’. Long used in the context of military strategy, it has gained currency in information technology. In context, deployment encompasses all the processes involved in getting new software or hardware up and running properly in its environment. The time has come; you’ve built your digital business solution and are ready to let it loose on the market. Hopefully most of the decisions you needed to make have already been made and you have your ‘go-live’ plan firmly in place. Just in case there are some items you might have missed, let’s look at what it takes to deploy your solution. Domain Names You can register this yourself, however it is generally done through your ISP, or developer. The domain registrar holds the information about where your DNS is located. Even if you engage someone else to do this for you, invest at least 30 minutes trying combinations that you like. The ‘.com’ is generally the most accepted, but nothing wrong with ‘.com.au’ or ‘.co’.

This brings us to two key questions: 1. Will your digital business and the associated data acquired be located in Australia? 2. Can you get a copy of all of your data so that you can duplicate the system on a local server? Operational Support Have you got a realistic estimate of visitors to your site? Who will be responsible for system administration including backup and recovery? Can your product or service SCALE quickly and easily? Have you created a Google account and set-up Google Analytics? Is your website optimal for SEO? How will you advertise your new website? There’s a lot to think about. And is leading to the next wave of digital service products like Management As A Service (MaaS) and Administration As A Service (AaaS).

DNS This stands for Domain Name Server and holds the information about where your domain (website) is hosted. Without access to the DNS, you cannot change this information, and without access to the domain registrar you cannot change where it’s located. Trademark Many businesses miss this fundamental task. You can trademark your domain name with a little effort through www.ipaustralia. gov.au. Often I have the trademark site and the domain registrar site open to find a name I can trademark at the same time. Platform The platform that hosts your domain depends almost entirely on the development framework you used to build your digital product. Broadly it falls into two camps; you’re a Unix (in whatever form), Apache, MySQL and PHP devotee, or a Windows, IIS, dotNET evangelist. There are some interesting hybrids but that’s it. The Windows environment has traditionally been more expensive to build and maintain, but this is changing with the emergence of cloud providers. If you know what you are doing you can provision your own virtual servers with Telstra, Microsoft Azure, Amazon, Rackspace and many more. You can have your own physical server ‘in-house’ or ‘co-located’. The trend however is to purchase Infrastructure As A Service (IaaS) and now Software As A Service (SaaS).

Anypoint are specialists in developing Digital Business Solutions. We will build your Proof of Concept and support you with our management expertise to bring your product to market, and we will do this for an initial investment of only $5,000. Contact Greg Searle directly on 04 7352 5945 or email gregs@anypoint.com.au. ca 1300 932 277 // www.anypoint.com.au

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Technology Matters

DOES THE OPERATING SYSTEM REALLY MATTER ANYMORE? Not long ago, all of us were divided based on the operating system we used. You had Windows loyalists, Apple fanatics and Linux geeks, all engaged in a war of the operating system. It took us a long time to learn all the vagaries of each system. Picture watching your Windows loyalist friend try to work on your Mac. Today, it’s a more seamless experience. These vendors all compete on purely aesthetic differences, as under the bonnet, they all do pretty much the same thing. Vendors have been ‘borrowing’ features and functionality from each other in an evolution of the operating system that has resulted in most of them being very similar in most respects. Whilst this may sound like an anti-climactic statement, it is a very exciting time for small businesses and consumers alike. As we move forward into the ‘cloudy’ future, virtualised applications and the internet of things, we see consumers jump from one platform to another with consummate ease, swapping Windows PC for a Macbook Air, or shunning the keyboard altogether, going with an Android tablet.

RALPH STEVENJENNINGS Smile i.t.

So why does the operating system not matter anymore? Applications are the culprit! They really are the major driver behind this kind of functionality as they allow us to keep our information in a ‘device agnostic’ location, as most applications these days support virtually any mainstream operating system, which means that you really can pick and choose, for a multitude of reasons, which vendor you will best suit your needs.. So moving forward, which side will you choose? Microsoft? Apple? Google? Or will you choose the best of all of them?

As we move forward into the ‘cloudy’ future, virtualised applications and the internet of things, we see consumers jump from one platform to another with consummate ease, swapping Windows PC for a Macbook Air, or shunning the keyboard altogether, going with an Android tablet.

ABOUT THE AUTHOR Ralph started his career as a Microsoft systems engineer in South Africa, followed by work in the UK and Europe before moving to Dubai, where he purchased a share of a start-up managed service provider at the end of 2003. This business grew to cover three countries and over 70 staff, mostly supporting small and medium enterprises. Ralph moved to the Sunshine Coast in December 2013 to start a new lifestyle with his young family.

• Computer Repairs • Microsoft Office 365 • Xero Cloud Accounting • Education Solutions • Online Inventory

1300 716 840 | www.smileit.com.au BUSINESS MATTERS 25

Function Matters

PLANNING IS THE KEY

Planning a corporate event can be a stressful experience but it doesn’t have to be. Having worked in the hospitality business for over 20 years – both front and back of house – here are several helpful tips to make your planning easier. • Knowing your delegate’s needs and wants will help you to identify what sort of venue to engage with. • Ensure that your budget is adequate for the type of conference you are planning and be realistic. It won’t work planning a champagne event on a ‘beer budget’. Once the budget has been set, keep close track of it. It is very easy for costs to blow out if it’s not tightly controlled. • Think of where your delegates will be traveling from – is access to the venue covered by several types of public transport for example, airports or train stations. Does the venue ‘fit’ your event? Be careful, some venues will over-promise. It is very important to do a site inspection so that you can see all of the facilities, get a feel for the venue and

ANDREA STERNBERG Surfair Beach Hotel: Conferences, Weddings, Events

staff – even have lunch there, if that’s possible. • When planning your event program take into consideration travel times for your delegates. Don’t plan any major workshops or activities first thing in the morning if delegates have had to travel long distances. It is essential your program is varied and tailored to suit the ‘danger timezones’ - the period immediately after tea and lunch. This is when energy and enthusiasm is at a low ebb and something different may be required for these periods. • Conference material is a very important supportive tool. Develop a central theme - a conference identity is much the same as a corporate identity. Having an experienced event manager working with you at your chosen venue is also an imperative part of delivering a seamless successful event. Developing a good working relationship with your conference/ event manager can literally be a life saver.

ABOUT THE AUTHOR Andrea has over 20 years’ experience in the Hospitality & Events Industry both Front of House and Back of House and has been involved in high profile events such as CHOGM – Queens Heads of State Dinner / John Howard’s Welcome Dinner, PGA Ladies Lunch and Night with the Stars, and the Titanic II World Launch 2012.

Whether it’s a birthday, christening, trade show, meeting or conference – Surfair offers the perfect mix of business and pleasure to make your occasion an event to remember. Within our purpose-built event centre, each function room offers built-in AV systems and dedicated wireless internet. Our team of professional organisers provide detailed planning and assistance for events from 10 to 200 guests. Located on absolute pristine beachfront, Surfair is just minutes away from the Sunshine Coast Airport, Maroochydore and Coolum. 923 David Low Way, Marcoola, Sunshine Coast Q 4564 | T. 07 5457 2555 | E. functions@surfairbeachhotel.com.au | www.surfairbeachhotel.com.au

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Brokerage Matters

TIMING IS EVERYTHING Getting your timing right almost always equates to a better sale price, fairer conditions and less time on the market. Like most industries, business brokers have their quiet and busy times, often dictated by the local economy, interest rates, current affairs or simply by coincidence, when buyers and sellers could be active or just sit back and wait. These variables can have a major effect on the end result owners may achieve for their business. Supply and demand will also affect the result and terms and conditions offered. For example, buyers who know they are one of many interested in a good business will generally lessen their conditions and time frames and be more realistic on price when going to contract. Getting your timing right almost always equates to a better sale price, fairer conditions and less time on the market. How do you know when the time is right? Well, like residential, business

sales are cyclic and history proves our markets will fluctuate according to several key indicators. Fortunately these indicators are now pointing in the right direction, banks are more generous and money has never been cheaper, the Coast is one of the fastest growing regional areas and has numerous major developments ensuring future growth. In addition, businesses are showing more profitability and Spring is traditionally the busiest time of the year for business sales as buyers are attracted to fresh financials and the Summer trade. The demand is certainly there with a huge increase in the number of buyers entering the market in 2015 which has seen a reduction in the days businesses are on the market. The supply has been fuelled by the quality of businesses offered, increasing unemployment and retiring baby boomers selling up.

ABOUT THE AUTHOR Rod’s unrivalled professionalism and years of experience have earned him the reputation as the Sunshine Coast’s most successful business broker. He continues to raise the standards in business sales.

ROD RUSSELL Savvy Business Sales

Caravan RV Superstore Amazing opportunity to be part of the business boom created by our caravanning baby boomers. Inspection is a must to fully appreciate this spectacular show room and workshop, that truly is a one stop shop for all caravan and RV accessories and equipment. The location is second to none, right on the Bruce Highway and surrounded by complimentary business’s, this award winning store is known Australia wide and with profits of $150,000 to one working owner it makes for exceptional buying.

$270,000 plus SAV Debra Donahoe 0411 660741

Home Based Service Business  Average $2,000 profit per week!  Business in operation for 28 years  Simple, enjoyable, easy to run Monday to Friday The current retiring owner is offering full training and client introductions to ensure a smooth transition. No formal qualifications are required, just the desire to learn simple procedures and earn an excellent income. North Brisbane location.

$120,000 all inc David Nichols 0421 998 892

Like The First Class Lifestyle? A blue chip business with an enviable 40 year trading history and Net Profits of $500,000. This business has a diverse range of blue chip clientele (predominantly commercial) including local government, aged care, and developers throughout the state. With key staff in place the business could easily be operated under full management, the owners have minor roles which could be easily replaced. This is a rare, five day per week business with $3 million in annual sales and profits of $500,000. Here is your ticket for the first class lifestyle!

$1,295,000 plus stock (approx $70k)

Rod Russell 0409 931 600

Industrial Café Icon Gladstone

Cash Business - Asking $120,000 + SAV

• Run under full management • Comprehensive P&E inventory • Turnover approaching $1M • Prime location with long lease • Trades Monday to Friday only

There is plenty of dough in this long established bakery. Retiring owner is old school, no eftpos, cash only; 6 days trading.  Operating successfully with the same owner for 25 years, in prime Noosa location.  Key reliable staff in place, Owner works minimal hours.  Wet Bakery with retail and whole sale customers.   Adjusted 2014 net profit after owners salaries $127,147.

Busy and profitable Gladstone industrial café, impressive 45% - 50% return on investment, even greater to a working owner. Full financials are available to genuine buyers.

Offers over $395,000 plus small SAV Jeremy Bycroft 0418 829 235

Make an offer today! Must be SOLD David Nichols 0421 998892

114 BrisBane rd, MooloolaBa Q 4557 T 07 5444 3300 www.savvybusiness.com.au BUSINESS MATTERS 27

Office 365 Matters

LET’S COMMUNICATE AND COLLABORATE On the 30th July 2015, the Sunshine Coast held its inaugural Connect 2015 event. Some say this event ‘rocked’ and during the opening addresses the ‘earth moved’. We thought it was the vibe at the event but no, it was a simultaneous earthquake! The speakers were brilliant giving inspirational insight in business success today. Out of all the ‘gems’ from the speakers, the one that stuck with me the most was ‘Collaboration is the secret to success in business today’. Collaboration Collaboration is the ability to work together to achieve a common business goal. Past technology inhibited the way we collaborated. Take for example document reviews! How often do we email a document for review by another member of staff meanwhile making changes to the original document? The amended document is returned by email with changes and you now have two documents to be merged into one. A real nightmare! Office 365 addresses this by maintaining one document accessible by the team with all versions tracked automatically ensuring there is one version of truth. Collaboration is achieved using SharePoint Online, a true document management system, and a whole lot more like a Client Relationship Management system (CRM) or Job Management System as well.

TERRY O’BRIEN Netbase Solutions

Management of YOUR Data About six weeks ago I had a real life scenario occur where my laptop died (it had a good innings of five years) and I dreaded the thought of reinstalling all my data. This ‘crash’ highlighted to me the value of cloud computing. I switched on the new computer, connected to the internet and to my surprise it asked ‘Do you want to set this computer up the same as your old one?’ Of course I do! It set my favourites, web history, start screens, log ins, the lot. Now what about all my data? I entered OneDrive for Business, selected ‘sync’ and instantly all my data started downloading. In one hour I was up and running as normal and have not opened my old computer since it crashed six weeks ago. Remember Instant Messaging Ever had a quick question for staff or a customer but it’s not worth a phone call or email? Why not just send a message! Skype for Business is similar to Skype but integrated with the rest of the Office 365 family. Having a conversation with another staff member or even a customer from within a document you are editing is instant and is an ideal way to connect staff across Queensland or the globe.

ABOUT THE AUTHOR Terry O’Brien has been working with ITC and business application for the past 28 years. He now specialises in Office 365, particularly working with small to medium sized businesses. Terry is a Microsoft cloud partner and Telstra partner and works assisting businesses with both set up and maintenance of all things Office 365.

NEED HELP WITH

OFFICE 365?  SET UP  SUPPORT  APPLICATIONS  TRAINING

CALL TERRY NOW ON

1800 000 235

to maximise your Office 365 subscription Servicing Brisbane and Sunshine Coast | www.netbasesolutions.com 28 ISSUE 74

Quality  Environment  OH&S  Ticking boxes is just the beginning

Training Matters

TEACHING YOUR STAFF TOP CUSTOMER SERVICE SKILLS There are thousands of courses and programs around that are designed to teach and develop customer service skills. Before you outlay all of that time and money, do a quick check to see if your staff are using these five simple skills. 1. Product knowledge Your customers ask questions in order to make a decision about how to spend their money, so you need to make sure that your staff have the correct answers. Teach your team about your products and train them to be able to describe your services in a clear, concise manner. 2. Listening skills Make sure that your staff are really listening to your customers. Are they taking notice of things such as the customerâ&#x20AC;&#x2122;s body language, tone of voice, facial expressions? 3. See feedback as a positive Every business receives a complaint at some point in time. The trick is to take that complaint and turn it into a learning experience for your staff. Customer feedback enables you to review processes, and make improvements, so encourage your team to see feedback of any kind as a gift.

TERRI CARR Ballinger Training & Consultancy

Your customers will always remember a happy face... and it costs absolutely nothing to give out smiles!

4. Empathy and patience When a customer is frustrated, or unsure of a decision, patience and understanding can be the difference between a sale, or not! Giving the customer time to solve an issue, or make a choice, will have them leaving with a positive feeling about using your business. 5. Smile! Your customers will always remember a happy faceâ&#x20AC;Ś..and it costs absolutely nothing to give out smiles!

ABOUT THE AUTHOR Terri Carr started her business, Ballinger Training and Consultancy, in July 2005. This year, she will celebrate 10 years of owning and running the Registered Training Organisation. Terri spent 15 years previous to starting her business as a Primary School Teacher, in Victoria and Qld. Ballinger Training specialises in business, management, and training and assessment courses, all developed in house, and delivered as both face to face, and as online, self-paced programs.

Check out my

BRAND NEW WEBSITE www.ballinger.edu.au

Quality online and face to face programs in management, business, work health and safety and training and assessment. RPL offered on all courses. P: 07 5445 1397 terri@ballinger.edu.au www.ballinger.edu.au

RTO Provider Number: 31252

BUSINESS MATTERS 29

Accounting Matters

FIVE ESSENTIAL KEY PERFORMANCE INDICATORS FOR GROWING BUSINESSES Over the last few issues we have stressed the importance of using your financial reports to manage your business rather than using them as a tax calculator. We have covered the purpose of financial reports, how they can help you improve your bank balances, and how you have almost unlimited flexibility in how the information is presented. Throughout the discussion we have mentioned Key Performance Indicators and how these are essential to your business objectives.

Measuring and reporting the actual behaviour we are trying to promote helps keep us accountable to do the things we believe are important to achieve our goals.

So, what exactly are Key Performance Indicators (KPIs) and how can they help you achieve your business objectives?

Top 5 KPIs for Growing Businesses (not all will apply to all businesses or industries) 1. Debtor Days (This is number one for all businesses)

KPIs can be anything financial or non-financial, what is important is the KPIs you choose are directly linked with your business objectives. As an example, our objective may be to increase sales. We can simply measure and report our gross sales to monitor the result in that key area but what does that really tell us about our performance? What we really need to know as business owners is why we are or are not meeting our objectives. Considering the sales growth objective, we can work backwards through our sales process and may identify that one way our sales increase is when we make more cold calls to potential customers. Therefore a better KPI could be to measure the number of cold calls we make. We may also wish to measure the conversion rate on those calls too.

CHRIS BURNS Complete Business Strategies

2. Number of Sales Leads Received 3. Number of New Customers (Conversion rate = Number of New Customers/ Number of Leads Received) 4. Customer Satisfaction Level 5. Gross Margin (Gross Profit/Total Sales) Summary 1. KPIs can, and should, monitor nonfinancial performance. 2. When KPI results are compared to business results we can better understand our business and how our actual performance translates to our financial objectives. 3. KPI reports should be included in regular management reports.

ABOUT THE AUTHOR Chris is a Chartered Accountant and a Director of Complete Business Strategies. During his 20 year career Chris has helped hundreds of clients improve their business outcomes and looks forward helping many more.

Scan the QR code for your

FREE KPI Report

To find out more call us on (07) 5439 1600

30 ISSUE 74

The result of the number of cold calls and the conversion rate can then be compared to our sales outcome to confirm the relationship between those KPIs and our sales targets. If we make more calls and have a better conversion rate the logical outcome is more sales.

Smart Business Matters

GROWING A SMART BUSINESS

In today’s environment of constant change, challenge and opportunity, the need to continually grow and develop your business is key to its future success. A smart business makes excellent use of all of its resources, makes the right decisions at the right time, and is always looking for ways to improve.

o A positive cash-flow is critical for the stability and well-being of any business. How well are you doing this?

Are you frustrated with the way your business is performing?

o Do you really understand how your systems and processes are working?

● Continuous Improvement

Are you looking for a simple but effective way to become a smart business?

If you have answered YES to one of these questions, then take a moment to reflect on the following ● Focus on Your Customer

o Do you have a clear picture of who your customer is and why they purchase from you?

o Would they recommend you to family, friends and colleagues?

● Your People are your Best Asset

KEVIN BENNETT KB Business Solutions

o Do you waste time managing poor performance?

o Are you a great leader who coaches, motivates and inspires your team?

● Deeply Understand your Business

o Are you solving problems or just fixing them short-term?

o Do you have a culture of ‘we have always done it this way’?

● Coaching is Good

o Are you being challenged to think differently, see different perspectives and expand your boundaries?

o Are you being moved out of your comfort zone?

Over the next five issues we will explore each of the above in more detail. Next issue will provide further detail on - ‘Focus on Your Customer’ but before then, ask as many of your customers as possible the following question - what is the likelihood they would recommend your business to family, friends and colleagues? Ask them to rate you on a scale of one to ten – with one being not at all, and ten, certain to recommend. Record all comments as a valuable source of feedback.

ABOUT THE AUTHOR Kevin has over 30 years of experience working with international businesses identifying and implementing ways to become smarter and improve business performance. Practical, simple and effective solutions that really work.

IMPROVING YOUR BUSINESS WITH YOU Coaching and Mentoring Key Note Speaker Facilitated Workshops Customised Improvement Programs GET SMART - CALL KEVIN on 0407 144 963 Email kb@improvingyourbusiness.com.au SERVICING ALL OF THE SUNSHINE COAST Join us on Facebook: KB Business Solutions BUSINESS MATTERS 31

Building Matters

SIX KEY CONSIDERATIONS WHEN CHOOSING A BUILDER If choosing a builder seems daunting to you, here are six key considerations to ensure a smooth process from start to finish. 1. Look for a knowledgeable building representative who will visit your block of land and provide comprehensive documentation reflecting your requirements. If they are trying to upsell or the pre-contract fails to deliver on your expectations, it might be a sign to get a second opinion. 2. Ensure you discuss with your builder that you would like a design that captures your lifestyle and consider that your floor plans suit your block. Think about your different zones for privacy and joining families together as well taking into account the elements of nature in your floor plans. 3. When it comes to cost management, be very thorough with your financial goals and ensure that these are reflected back in a written contract. In this contract, check that the specifications

PAT & PETRINA RYAN Ryan Designer Homes

mentioned are exactly what you are expecting and conversely, look for what might not be in this contract. 4. Look for a fixed price building contract with only one or two provisional sums so that you do not get caught after the contract is signed with variations. If there are any post contract amendments or extras your builder should notify you through a Variation Document, which is presented to you to approve, in writing, prior to any changes. 5. Ideally a supervisor from your building company should be offering a fortnightly walk-through of your new home. Make the most of these walkthroughs to clarify any areas of concerns you may have and to inspect the work. 6. For the handover, a home-clean and practical completion certificate should be completed which lists any unfinished items or items to be completed. All that is left to do is to embrace and enjoy your new home!

ABOUT THE AUTHOR Husband and wife team, Pat and Petrina Ryan have over 30 years in the building industry. Pat currently presides as Chairperson of H.I.A Sunshine Coast and Wide Bay region and sits on the Queensland executive committee. Petrina won the 2012 Master Builders Sunshine Coast Woman in Building award and currently serves on the QMBA committee on the Sunshine Coast.

Individuality and Flair Ryan Designer Homes team are here to listen, cost manage and plan for the success of designing and building your home. ‘Living Design’ is our philosophy! 32 ISSUE 74

“We are so grateful to all of you for your input and enthusiast commitment to designing & building our home, the whole process was pleasurable”. Les and Celia Thornton - 8 August 2015 Expect the unexpected when you sit down to discuss the latest developments in homebuilding with the RDH team.

Contact Petrina Ryan Monday – Friday 5444 7799 or arrange a weekend appointment on 0413 621 879. We look forward to working with you! petrina@ryandesignerhomes.com.au

www.ryandesignerhomes.com.au

Commercial Real Estate Matters

SUNSHINE COAST MAKEOVER IS IN FULL SWING There has been a major shift in the commercial landscape across the Sunshine Coast with a number of key districts making significant changes to the cultural vision of the business community, impacting the demand for commercial real estate across the different industries. It’s an exciting time for vendors, buyers and lessors in being part of what will become known as a period of change for the Coast. Maroochydore has been a key instrument of change in the way businesses have united to impress their vision of how they want the area to be identifiable with locals and visitors alike. Ocean Street and The Big Top have now become synonymous with retail food and beverage, and entertainment with low vacancy rates for tenancies. An increase in foot traffic to the once dismally quiet street, thanks to a concerted focus on increasing the retail sector, has refreshed confidence amongst the community as a whole. Council’s announcement for long-term investment in Caloundra’s The Events Centre, will attract

MICHAEL SHADFORTH Ray White Commercial North Coast Central

It’s an exciting time for vendors, buyers and lessors in being part of what will become known as a period of change for the Coast more interstate visitors and tourists, serving as a honeypot for business owners and investors. The inauguration of Caloundra’s new CBD Curator focused on revitalising the centre will attract the retail sector, while the industrial hub continues to take advantage of its easy proximity to the Bruce Highway. Additionally, Nambour is hot on the heels of its Coast cohorts with its draft Nambour Activation Plan to build on commercial, business and community, approved for community consultation. The Nambour tram project’s approval will only serve to contribute to rebuild this once cane-milling town with already low vacancy rates thanks to a concerted rejuvenation.

ABOUT THE AUTHOR Michael Shadforth, Managing Director of Ray White Commercial North Coast Central, has a proven history in sales, leasing, commercial projects and developments, offering strategic marketing solutions to ensure clients success.

Ground Floor Professional Suite in the Heart of Birtinya

Freehold Opportunity in Caloundra

Modern Warehouse with Excellent Exposure

Caloundra, 85 Bowman Road

Narangba, 4/1-3 Business Drive

Birtinya, 2/8 Innovation Parkway

• 320m² commercial building on 604m² block of land • Freehold with 12 metre street frontage to busy intersection • High profile location • Adjoining property being converted to a Medical Centre • In close proximity to McDonalds and other high profile businesses • Exclusive off street tenant/customer parking at the rear of the premises

• 345m² modern industrial warehouse • High exposure to Boundary Road with provision for good signage • Electric roller door access x2 (container height) • Corporate style office split over two levels with board room and reception area • 5 exclusive car parks on site

• 376m² ground floor office • A Grade commercial fit out • 9 x designated offices plus reception area • 1 x conference room plus kitchen • Mins to new Hospital Precinct • Lake views with exposure to Innovation Parkway Lease Damien Poole 0414 457 022 damien.poole@raywhite.com Listing ID 1306658

334m2 Professional Office Space

Sale Damien Poole 0414 457 022 damien.poole@raywhite.com Listing ID 1321693

Stand Alone Strata Sale at 7.5%

Option to split into 2 smaller tenancies if required. Sale & Lease Chris Massie 0412 490 840 chris.massie@raywhite.com Aaron Canavan 0447 744 948 aaron.canavan@raywhite.com Listing ID 1340938

Retail / Office / Medical / Allied Health

Caboolture, 69 King Street

Mooloolaba, 172 Brisbane Road

Yandina, 5 Conn Street

• • • • • •

• • • •

Main street frontage in the heart of Caboolture CBD Secure internal lift access Ducted air conditioning Onsite undercover secure parking (lift access) Kitchenette & amenities Good signage potential

Lease Chris Massie 0412 490 840 chris.massie@raywhite.com Aaron Canavan 0447 744 948 aaron.canavan@raywhite.com Listing ID 1304268

Investment Opportunity Been held by the current owner for 25+ year 3 Tenancies with 2 Tenants Located on busy Brisbane Road with easy access to the Motorway and Mooloolaba Shopping Strip

Sale David C Smith 0412 712 680 davidcsmith.commercialsc@raywhite.com Listing ID 1166259

3 x remaining tenancies approx 51.4sqm each Can be leased individually or as a whole Easy Access Plenty of parking at rear

Lease David C Smith 0412 712 680 davidcsmith.commercialsc@raywhite.com Listing ID 1283353

BUSINESS MATTERS 33

Professional Management Matters

THERE ARE BLUE SKIES ABOVE EVERY CLOUD Cloud based solutions present so much opportunity to small or micro businesses which now allows us to compete with the bigger players at a fraction of the cost. Here is a quick checklist of the systems, programs or business start-up tools you may want to consider when establishing your business or looking to redesign your business processes: Domain name You need to get a professional and meaningful website up and running from day one. There are plenty of sites where you can secure a domain name for your website, as well as port forwarding and email. Website If you don’t know the first thing about web design, have no fear. There are plenty of services that give you simple editors and templates to create stunning websites and hosting services. Email Ensure you can use your domain name with whichever host you chose for emailing services. You may also get extra added features such as team document storage and shared calendars and mailboxes. Document management or storage There are a few options to get good storage space for free and share files seamlessly and reliably across all your staff.

MICHAEL McMANUS CFO Outsource

You don’t need to spend thousands of dollars on a virtual server or local hardware to accommodate your small office needs. Client Relationship Management (CRM) Every small business needs a basic way of storing client data and correspondence. Consider whether your CRM should be sales focused to keep your team on track and working to regular and visible targets. Accounting and payroll So much choice and so much range in terms of the fee. Payroll is typically the key selling feature as most programs will stipulate how many employees you can include in your monthly subscription fee. Accounts payable The days of manual handling of supplier invoices are coming to an end. Hosted accounts payable automation now gives you the ability to import data directly from supplier invoices into your accounting system. These systems can save hours of manual work for any business processing supplier invoices in medium to high volumes. As a bonus, they also give you an easy to follow audit trail and electronic storage of supplier invoices. Small businesses can now operate a sleek set up with new online solutions popping up every week. The open source nature of app development means there are many options available which can make choosing the best product difficult. Reading online reviews and asking for recommendations from your accountant or IT provider can help you narrow down the list.

ABOUT THE AUTHOR Michael is the managing director of CFO Outsource, a new business offering outsourced Chief Financial Officer services to growing businesses. CPA and MBA qualified, Michael draws on his experience working as a CFO in the corporate world to bring real world financial management expertise to the Sunshine Coast’s small and medium businesses.

Take your business to the cloud Our experienced CFO’s have the steps to help your business soar in the clouds At CFO Outsource we deliver real solutions for your business by:  Providing accurate, reliable and timely financial information  Showing you how to take control and access cash flow  Driving growth and earnings predictability

 Implementing best practice financial management  Reducing your finance and accounting staff worries

Tamara Cross: 0413 774 511 | Michael McManus: 0424 290 968 info@cfooutsource.com.au K1 Building 17/16 Innovation Parkway, Birtinya www.cfooutsource.com.au

34 ISSUE 74

Property Development Matters

HOW DO YOU CREATE WEALTH WHILE BANKS CONTINUE TO CRACKDOWN ON INVESTOR HOME LOANS? The banks continue to crackdown on investor home loans where the standard variable interest rate on residential investment property loans have increased and the loan-to-value ratio lending is 95 per cent to 80 per cent, meaning much higher deposits.

Management criteria is dependent on three primary areas of focus: 1. Time Management 2. People Management 3. Money Management

It comes almost six months after the Australian Prudential Regulation Authority announced a major overhaul to investor lending, which has continued to ignite house prices particularly in Melbourne and Sydney.

You have to efficiently manage the project to secure a higher profit margin. It is essential you don’t get behind on your emails and make sure you give feedback as soon as possible, or else you run the risk of delaying the project which will end up costing you money.

Mortgage Choice CEO John Flavell said, “The ability for credit for investment purposes is getting tighter and harder, that’s going to restrict the amount of money people can access for investment properties.”

Do the Sums. Normally the process is you find your site and talk to the owner or agent about an asking price from the vendor. Ensure you do proper research so you don’t overpay. Research can be done via talking to agents, looking at online sites like RP Data, Price Finder or Investar.

So the question is how do you create wealth in light of all the above changes? In ‘Secrets of the Millionaire Mind’, it explains the way wealthy people think differently or have a different mindset. One has to think of strategies outside of the box and development can provide the answer to that question. Is it a good time to develop now? You bet it is! Development is the only vehicle where you can develop and own at cost price. It’s like buying directly from the factory, no margins from wholesalers or retail shops! Property development is a proven, long term strategy for accumulated wealth. It is well known that property values double every seven to ten years. Where do you start then? Property development is dependent on fundamental criteria: management and finance skills.

SUSAN LINDEQUE Linzen Group

Start with the initial analysis to determine if the project will be feasible or not. Identify what you want to do with the block of land: • What is the size of the land? • What is on the land currently that can add value? • Renovating the existing house? • What is Council zoning, can I sub-divide the back of the land and sell it off, or can I put a granny flat on the back and get additional rental income every week? Crunch the numbers before you even consider making an offer to the vendor.

ABOUT THE AUTHOR Susan is the CEO and Co-founder of Linzen Group which is a multi-faceted and diverse property development group offering a one stop real estate shop all under one roof. Susan has more than 25 years of successful commercial and financial experience with a background as a registered Chartered Accountant and Real Estate Agent. Her extensive expertise allows her to recognise market trends, demands and conditions to accurately predict project outcomes.

LAUNCH OF DAKABIN CROSSING 134 VILLA AND TERRACE MASTER COMMUNITY TOWNHOUSE DEVELOPMENT WHY LIVE OR INVEST IN DAKABIN? 1. Dakabin is set to benefit from large-scale infrastructure and economic investment expected to drive its future residential market. 2. Dakabin accommodates all three of the fundamentals that make a sustainable suburb – Population, Infrastructure and Employment. 3. 20 Minutes’ Drive to Brisbane Airport

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4. 30 Minutes’ Drive to Brisbane CDB

6. Community pool and BBQ area

5. Construction of the Moreton Bay Rail Link is underway, which will significantly improve public transport in the area

7. Creational park with walking trails 8. Retail precinct for Coffee and Bakery as well as a convenience store

6. Dakabin as a suburb is the clear standout as the next growth suburb in the Moreton Bay region.

9. Guarantee rental return for 12 months for all investors 10. Match first home owners grant to use as a massive deposit of $30, 000

Linzen Group • P.1300 766 261 • M.0413 887 850 • info@linzen.com.au • www.linzen.com.au BUSINESS MATTERS 35

Stress and Comfort Eating Quiz WHAT ARE YOUR TRIGGERS FOR EMOTIONAL EATING?

Once you understand more about your triggers you can start to take control.

Are you a social eater? “They’re having it, I might as well too…” Do you pick and snack when bored? “Hmmm… what else is in the pantry?” Does daily stress and busyness trigger… “I’ll just have to grab what I can…”

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Has excess of anything... even alcohol or chocolate become a habit? Do you experience strong head hungers or cravings that take over?

KimRE BEFO

The quiz measures seven categories of emotional eating and will offer tips and solutions. Take Maggie up on her offer of a complimentary Brain Training Assessment session for ‘Matters’ readers who take the quiz, email info@thepotentialist.com.

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“After attending your 2 day program I found everything so easy, I’m listening to the audios, chewing slowly and eating a lot less than I used to without feeling hungry or deprived. I’ve lost 4 kgs already.” Anne

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Unzip the layers that have held you back in the past. 36 ISSUE 74

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“It feels like I am no longer a slave to how I was thinking about food and it is far easier for me to choose the healthy option and eat a smaller portion. I’m also not craving between meals - yay!!” Julie

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BOOK ONLINE NOW AT www.thepotentialist.com Phone: 1300 664 544 / Mobile: 0468 849 536 / Email: info@thepotentialist.com BUSINESS MATTERS 37

Legal Matters

CONSEQUENCES FOR DIRECTORS SHIRKING RESPONSIBILITIES Benjamin Franklin said, “In this world nothing can be said to be certain, except death and taxes”. It seems that tax reform is on the agenda for government at both State and Federal level. It is certainly something that is never far from the lips of people in business, whether big or small. It is trite to say that companies are often ‘tax collectors’, especially with respect to GST, PAYG and superannuation. What some Directors may not be acutely aware of though, is the significant personal liability that can attach to a failure to remit these collected monies to the Australian Taxation Office (ATO). Company directors are legally responsible for ensuring that their company meets its obligations under the Income Tax Assessment Act 1997 (ITAA) and Superannuation Guarantee (Administration) Act 1992 (SGA Act). These obligations were recently the subject of discussion in the matter of Deputy Commissioner of Taxation versus Birt [2015] QDC 179. In that case the Plaintiff (the Commissioner for Taxation) sought to recover from the Mr Birt (the Defendant) certain ‘director penalties’ relating to non-remitted PAYG collected by the company when Mr Birt was a director. Directors who do not remit amounts collected under the SGA Act or the ITAA may become personally liable for those debts. The ATO does this

TIM MCCLYMONT Griffith Parry Lawyers + Notary

by issuing ‘Director Penalty Notices’ equal to the value of the non-remitted tax liabilities. A Director will become liable to a penalty at the ‘end of the day the company is due to meet its obligations’, and at this time the penalty is automatically generated. Previously, and as discussed in the decision referred to above, the ATO would have to generate a ‘Director Penalty Notice’ and issue the same. That is no longer required, although the Commissioner does have to wait 21 days before commencing proceedings to recover the nonremitted tax. There is a specific procedure that must be followed by the Commissioner in recovering ‘Director Penalties’, and that is set out in section 269-20(2) of the Taxation Administration Act 1953. The Court takes the view that these laws are ‘...appropriate, because the evils of taxpayers deducting taxation payments from employee’s wages and not passing them to authorities are considerable and perhaps widespread. The evils are not limited to the tax avoided: they extend to the use made of the money, namely either theft or use as working capital, thereby permitting companies to trade which in truth are not capable of continuing to trade lawfully… an ‘early sign of problems in the company is its living on the false reserves of non-remitted’ deductions from employee’s wages…’ per Heydon J, Deputy Commissioner of Taxation v Saunig (2002) 55 NSWLR 722 (at 29).

ABOUT THE AUTHOR Tim has eight years’ experience across a broad range of civil litigation matters including contract and leasing disputes, bankruptcy and corporate insolvency, trade practices, debt recovery and personal injury. Tim is a committee member with the Sunshine Coast Community Legal Service and sits on the Judiciary for the Sunshine Coast Gympie Rugby League.

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38 ISSUE 74

HR Matters

MANAGING STAFF IS A LOT LIKE ALDI I am not sure about you, but I am petrified of Aldi and it’s not my first choice for a spot of relaxed shopping. I always hesitate because there are just too many issues that confront me. I never remember to bring my Aldi coin for a trolley and I can never find anything. Once I finally feel like I have got it all together, I then have to face the checkout challenge where my groceries speed up without me and I rarely remember to bring enough bags. I liken the workplace to Aldi. At Aldi, you can purchase motorcycle jackets next to beauty products and canned goods. Your team members within your business are a bit like that. They all are required to just ‘fit’ with each other however they all have different personality styles, different skill levels and areas of expertise and they are all motivated by different things. Enter the importance of Human Resource Management within your business When looking at the staff within your business and any issues that arise, keep the Aldi principle in mind and consider that before you seek that new team member to join your business if it’s for the first time, or you need to expand your team, you need to think about what unique skill and expertise they need to bring to the workplace, and in turn, how they going to fit.

MICHALLE FAULKNER EastCoast HR

If there is one thing that resonates it’s that business owners are smart and resilient. It’s not a walk in the park being in business. The daily grind of keeping everything going, addressing situations as they arise, being aware of the competition and having to innovate to stay ahead of the pack, can be exhausting. In addition, business owners are responsible for meeting all the legislative compliance around employment and have to engage staff in order to maximise their productivity and effectiveness. That’s where outsourcing can be your best friend. Choosing the right mix of compliance (policy and systems) and engagement (staff morale and productivity) is the challenge facing many businesses today due to the highly legislative environment we operate in. Choosing to align yourself with a professional Human Resource expert, limits the risk to your business allowing you as a busy business owner to reap the rewards of having your very own human resource department at your disposal freeing you up to focus on working on your business. The return on investment for business owner or manager who does engage or outsource and embraces good robust HR practices, that are practical, is a team of people working for you who are engaged, happy, and productive but best of all, you can be assured that you are legislative compliant which equals - no stress.

ABOUT THE AUTHOR Michalle Faulkner, knows people. In fact she bases her business on it! As a business owner herself, she can relate to the struggles and demands on your time when it comes to managing staff. A highly sort-after HR consultant and expert in human resources, Michalle believes; “invest in your people, increase your profit”.

BUSINESS MATTERS 39

Website Matters

HOW IS YOUR WEBSITE PERFORMING COMPARED TO OTHERS? One trick with websites is that it is hard to know if your website is performing as well as it could or should be. You can see how many visitors are on your site but how many customers should be enquiring or buying? Following are realistic metrics for small to medium Australian websites. Naturally, data will vary based on the industry and the quality of your traffic. Lead Generation for ‘Regular’ Websites Most websites are designed to generate an enquiry by phone, an online form, or email. For relevant traffic expect a visitor enquiry rate between five per cent and 15 per cent. Relevant traffic often comes from sources such as Google where someone is searching specifically for your product or service. For more generic traffic, enquiry rates can often drop to as low as one per cent or two per cent and

MEL MYERS Jetpack Web Design

still be acceptable. This may include traffic from avenues such as Facebook where the visitor isn’t necessarily looking for your product or service. Online Shopping We measure conversion rates as the number of sessions on your online store against the number of transactions placed. A single session is when someone visits your website, regardless of whether they visit one or 10 pages. For example, there are 100 sessions on your store and there are five transactions. So your conversion rate is five per cent. Most stores should expect a conversion rate from one per cent to two per cent. If your conversion rate falls below one per cent then it should be looked into. If it is below this then there’s likely something wrong! How does your website measure up?

ABOUT THE AUTHOR Mel has been running successful online businesses for 18 years and has written numerous websites and online applications including manufacturing facilities, accounting systems, shopping carts, and even a search engine. Mel is the owner of Jetpack which specialises in creating amazing websites.

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40 ISSUE 74

Lending Matters

INTEREST RATE GAP BETWEEN INVESTORS AND OWNER OCCUPIERS WIDENS Property investors had their loans hit recently with unexpected rate hikes. Why? The Australian Prudential Regulatory Authority (APRA) cracked down on investment lending to contain accelerating credit growth. APRA signaled last year they wanted annual growth in residential investment property lending limited to 10 per cent. Statistics show some banks struggled to meet these guidelines. Some crossed the line, big time. To contain further investor growth some lenders have imposed significant financial brakes to new and existing residential property investors. These financial brakes have taken the form of increased rates, higher deposits, tougher income tests and interest rate buffers. In a surprise move one major second tier lender exited the investment market completely and slapped a .47 per cent increase on its existing customers. The big four increased their rates

RICHARD WEST Top Ten Home Loans

between .27 and .29 basis points with one making its differentiation by targeting borrowers who pay interest only - irrespective of whether the loan was for investment or owner occupied purposes. Further general rate increases may occur as a result of increased capital requirements that affect the big four banks and Macquarie Bank from 1 July 2016. However this will create a more even playing field for the regional banks not affected by this requirement. For investors it may be time to take stock of their lenders and rates. Regional lenders or fixed interest rates may offer a hedge against potential rate increases driven by increased regulation. Potential exists for increased landlord costs to be passed onto tenants. Unwelcome news. The good news is that banks are favouring owner-occupiers with discounted rates. Now might be the time to buy or restructure.

ABOUT THE AUTHOR Richard West is the owner of Top Ten Home Loans, mortgage brokers on the Sunshine Coast. He has over 25 years’ experience in the domestic and international banking and finance industry. Richard is a graduate of the University of the Sunshine Coast and holds a Diploma in finance/mortgage broking management.

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Richard West, Top Ten Home Loans (Credit Representative No. 403266) is authorised under Australian Credit Licence Number 389328.

Aussie Sunshine Finance Pty Ltd ABN: 62 725113 713 Richard West, Top Ten Home Loans (Credit Representative No. 403266) is authorised under Australian Credit Licence Number 389328. BUSINESS MATTERS 41

Franchise Matters

HOW TO REDUCE THE IMPACT ON YOU AND YOUR FAMILY WHEN STARTING YOUR OWN BUSINESS Most of us have at one time or another experienced what it is like to work for a poor manager. Whilst this should not be your sole motivation for starting out on your own it certainly could be used as a driving force for change. Making the ultimate change from employee to employer can be somewhat daunting but the impact this can have on you and your family can be dramatically reduced should you chose to go via the franchise route. It may surprise you to know that the franchising sector in Australia is currently worth more than $30 billion a year however, it probably won’t surprise you to know that whilst the statistics vary, the fact is, franchise businesses have a much higher success rate than non franchise start ups.

ASHLEY DANDO Regional Franchisor Jim’s Building Inspections

This will depend on the franchise you choose but success is largely due to the fact that you do not need to reinvent the wheel with preestablished processes and systems already in place, together with the support you as a franchisee should receive from your franchisor. The franchise route is by no means a sure thing so you will need to dedicate yourself and finances to the cause before you sign on the dotted line, however with a solid business plan, careful due diligence and a reputable franchise, you are far more likely to succeed. In our next edition in this series of articles we will explore what makes a good franchise as well as what makes a good franchisee.

ABOUT THE AUTHOR Ashley Dando is a regional franchisor for Jim’s Building Inspections. He has amassed more than 25 years in the construction industry, is a licenced builder and has a Bachelor of Arts degree in International Business Management.

CALL US FOR • Pre-purchase Building Inspections • New Construction and Renovation Inspections • Asbestos Inspections and Services • Dilapidation Reports • Rental Inspections • Pool Fence Safety Reports

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Contact Jims Building Inspections TODAY on 131 546 or talk to Regional Franchisor Ashley Dando (Licence No. QBCC 130878) on 0416 436 606 Email : ashley@jimsbuildingsinspections.com.au www.jimsbuildinginspections.com.au

JIM’S GOUP FRANCHISES ARE THE MOST RECOGNISED BRAND IN AUSTRALIA 42 ISSUE 74

CUSTOMER DATING FAILS and what you can do about it! BY PAUL BARRS

It’s all about how people ‘see you’ before they SEE you. Let me explain... Imagine you’re going on a date. It’s been a while and you’re a little nervous. You spend due time, maybe put on some nice makeup, or for the guys, shave or trim the beard. You tidy up the hair, put on some nice clothes, clean pair of shoes and then hit the town for a great night out (you hope!). But when you meet your date, something interesting happens; he or she judges you at first glance and makes an assessment, sometimes conscious, sometimes unconscious and in an instant they like you, or they don’t. Yes, it’s true. We do judge and make a physical connection with people whom we find attractive. And it’s incredibly rare that we find ourselves attracted to a person who we think is ugly! It’s the same in business. It’s rare that we are attracted to a business that we don’t (on the outside) like. Just as we unconsciously make silent judgement of people when we meet them, we do the same in business. But, is that initial impression of the new person you’ve met honestly true? Not always. I’d even say very rarely. There is ALWAYS more to a person than what you see with your own eyes. The kindness of their character is what’s found ‘behind’ their eyes; their life, their experience, their dreams. Very rarely is what you see right up front the complete truth about that business. Before you get a chance to talk to that business, read more information about it, dig deeper about that business - you create a ‘snapshot’

view about that business based on your first impressions on what you ‘see’ before you really get to SEE them! Just like on that first date. So, what should we do then with this information? How can we apply this to the development and growth of our online business? Simply this: as a part of our business makeover, we need to ‘review’ all those places online where a potential customer might ‘see us’ before they actually SEE us. We need to look at those places where a customer might take a glance at us and make an initial impression before they click through to our website to take a second look. The goal online is this - we need to get our customers to that second date! (the second click). Therefore we need to review and ‘make over’ the way we are presented online. So... go looking! When was the last time you Google’d yourself? When was the last time you searched through the listings through to page five or page 10 and clicked open every link that linked to a reference with your business in it, and then took the time to review (and if possible upgrade) that reference? Probably never. Here’s the thing; many of us spend so much on advertising and branding, and we work so hard at building a consistent message for our business, IN our business (on our websites, in our brochures, with our business cards), yes, even with our social media posts but we FORGET all those other places where people can see us ‘before’ they actually SEE us. Check out how you appear online and go do a makeover. It could make a million dollar difference. f

Paul Barrs has been helping local Sunshine Coast Business succeed online since 2002. He has spoken locally, nationally and at international seminars as an authority on internet business strategy. Looking for better results online? Contact Paul by visiting www.PaulBarrs.com/bm

BUSINESS MATTERS 43

! n i W ! n i Win! W R U O Y R O F G N I H FREE COAC 0 0 ,0 1 $ T A D E U L A BUSINESS V

A good Business Coach won’t cost you a cent! by Don Littler, Principal

Having a good Business Coach on board should actually be a cost neutral proposition often leading to a profit on your investment.

How so?

Unlike your External Accountant who you probably visit once a year typically 15 to 18 months after the start of the financial year, your Business Coach is available 24/7 and you would typically see on at least a monthly basis. In doing so, your Business Coach is able to pick up on issues as they arise and put in place strategies to either eliminate them or reduce their impacts on the bottom line, therein saving you potentially, a lot of money. Let’s have a look at some examples.

Example 1

You sit down with your Business Coach in August and review the Profit and Loss Statement which has Actual versus Budget Variance data (the Annual Budget by Month was prepared in conjunction with your Business Coach in June). You immediately home in on the material negative cost variances and together discuss the issues that are causing the overruns. You put in place a plan of attack (list of action items that you as the Business Owner/Manager are responsible for) to reverse the overruns. It may be cutting back on staff hours, chasing more competitive Supplier pricing, changing over tired equipment costing you massive maintenance bills or sending out memo’s to staff about electricity overruns and the need to “turn the lights out at the end of shifts”. Of course the actions can be endless.

Example 2

You sit down with your Business Coach in December and on review of the six monthly profit and loss statement, you notice a disturbing downturn in your Gross Profit Margin. Again your Business Coach works with you to drill down on the figures to determine the root causes of this significant problem. Typically causes could be: Cause: An increase in the cost of products or services with no associated price increases to compensate. (Possible actions – investigate causes of cost blow-outs and take corrective action, consider price increases) Cause: Increases in price discounting activity. (Possible action – with agreement from Sales staff, reduce discounting activity for a period and perhaps try a different approach to increase revenue) Cause: A shift(s) in your revenue mix causing a negative impact on Gross Profit. A close analysis of these shifts will give rise to another list of action items to address the areas that require attention. (Possible actions: Close down or rejuvenate under-performing Revenue mix sources, Review the Marketing Strategy and Outcomes of the under-performing Revenue mix sources and take corrective action. Revenue mix shifts could be across: Departments Product Lines Individual Products Geographical Locations Distributional Channels

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Example 3

Now, imagine if you hadn’t addressed all of the issues in the three examples above, as they arose, but rather learnt about the serious impact that they had on your business twelve months later! Potentially it could be catastrophic.

Profit and Loss Statement

A Business Coach will be the best investment you ever make for your business… don’t delay; you could start saving thousands today.

You sit down with your Business Coach in March and together you review the monthly Management Reports encompassing Actual v Budget data for:

Balance Sheet Cash Flow Statement You also review the following reports: Cash Flow Forecast

So tell me, as Business Owners/Managers: What financial and non-financial reports do you review on a periodical basis?

Aged Debtors Trial Balance

Which ones do you find most useful?

Aged Creditors Trial Balance

Do you have predefined KPI’s in your business? Is there a good mix of lead and lag ones?

Key Performance Indicators (KPI) On close analysis, your Business Coach highlights the following concerns: • Cash Flow has dried up considerably in recent months despite profit performance being on track. • Working Capital levels are below budget reflecting a disturbing trend in your business’s solvency position.

Can your accounting system provide reports by segments (Departmental, geographical, product lines, product, distribution channel etc)? How do you forecast cash flow? What software program or application do you use? I would love to hear your thoughts.

• Your average Debtor Collection Days has blown out in recent times. • Your average Creditor Payments Days have reduced. • A review of your KPI Report highlights an increase in Customer Complaints (a key Lead Indicator for any business) Together you come up with a list of Action Items to address each of these issues and your Business Coach holds you accountable to following through.

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BUSINESS MATTERS 45

Sunshine Coast locals were challenged to take a look in their own backyards when TEDxNoosa announced their annual TedX event early in May.

in coastal zones, rivers and wetlands; and Jessica Abraham, who at just 20 is the editor and publisher of Tidal Magazine and the face of the ECO. Clean Beach Initiative.

The event’s full speaker line-up included a range of voices who shed light on the importance of respecting and protecting the region’s natural environment.

This year’s event theme was Land’s Edge, and TEDxNoosa licensee Brian Keayes said the latest round of speakers shared ideas that are locally significant but also have global relevance.

Speakers included Captain Paul Watson, founder of the Sea Shepherd Conservation Society and prominent antiwhaling and marine conservation activist, who Skyped in from the US live on the day; local marine biologist and underwater camera Josh Jensen, whose mission is to film every species of fish in the world’s tropical seas; microbial ecologist Peter Pollard, who studies the impact of microbes

“Hosting this event in Noosa means we’re lucky to have one of Australia’s – if not the world’s – most beautiful coastal regions as our backdrop, and no shortage of incredible speakers ready to share their ideas on how to nurture and protect that,” Keayes said. “This year’s line-up provided plenty of scope to explore the intersections between environment, science, art and technology, and what that means for us as a community.”

46 ISSUE 74

BIANCA BEETSON

CHRIS EIGELAND

DONNA BRIEN

JESS ABRAHAM

JIM GALL

JOHN CANTOR

JOSH JENSEN

KAREN GIBBS

www.tedxnoosa.com

Each year TEDxNoosa aims to not only inspire and motivate, but also to challenge its audience to consider new perspectives. Keayes said he hoped this year’s attendees left the event with a deeper understanding of their own region. “On the one hand we had Peter Pollard, who works at the level of microbes; and on the other we had Captain Paul Watson, who is the face of a global campaign to protect marine life right here in our own backyard,” Keayes says. “And somewhere in the middle of the spectrum is a young entrepreneur who started a magazine to showcase local culture, and who donates all the proceeds to ocean conservation. “As with every year, our aim is to expose our audience to as many voices and ideas and voices as possible, and to inspire them to dig deeper into their own community.” e

“HOSTING THIS EVENT IN NOOSA MEANS WE’RE LUCKY TO HAVE ONE OF AUSTRALIA’S – IF NOT THE WORLD’S – MOST BEAUTIFUL COASTAL REGIONS AS OUR BACKDROP, AND NO SHORTAGE OF INCREDIBLE SPEAKERS READY TO SHARE THEIR IDEAS ON HOW TO NURTURE AND PROTECT THAT”

LOUISE KING

MIC BLACK

PAUL WATSON

PETER POLLARD

RYAN DELANEY

SALLY HOOKEY

STEPHANIE MOROZ

TED O’BRIEN

BUSINESS MATTERS 47

number business with Ted Fitzgerald

NOT HAPPY WITH BUSINESS PROGRESS? Listen to the words of Albert Einstein! Albert Einstein once said ‘the definition of madness is doing the same thing over and over and expecting a different result’. If you’re not happy with the way things are going, surely it’s time for a change, for some innovation, for a makeover. Will it be easy? Probably not. But remember it’s more fun running towards a goal than it is running away from a problem. Best of all there are ‘tools’ that can trigger the creative capabilities of staff for the continuous development of the business. These include brainstorming, virtual prototyping and regular product lifecycle assessment. This table (ABS data) illustrates small business is not as good with innovation as larger firms. As approximately 90 per cent of Coast businesses employ four or fewer staff, it is a timely caution those not keeping up with market changes risk losing business to larger firms from ‘away’. Innovation does not have to be totally new, revolutionary, or involve expensive R&D. It can be regular small ‘in-house’ reviews that involve staff contributing creatively. Remember innovation, by its very nature is risky, and needs strategies in mind to mitigate any problems that change can bring.

As the table below shows, innovation can refer to at least four distinct area.

Businesses that introduced innovation (2013-14) by staff size (a), by type Business that introduced new or significantly improved…(b)

0-4 staff

5-19 staff

20-199 staff

200+ staff

Total

** Goods / services

19.3%

31.0%

34.3%

34.7%

24.1%

** Operational processes

13.4%

22.3%

34.3%

44.4%

17.9%

** Organisation/ managerial processes

15.6%

29.1%

39.0%

53.2%

21.7%

** Marketing methods

16.0%

25.9%

30.6%

40.2%

20.3%

Innovating businesses

34.1%

54.1%

60.7%

73.9%

42.5%

(a) Proportions are of all businesses in each output category (b) Business may be counted in more than one category

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Think makeover, think innovation. It could save the business! You can foster innovation in your business by: • Developing a culture that encourages and rewards employees for innovation • Investing time and money on resources that add to the process of innovation • Actively seek customer feedback on your performance • Use networks like Business Matters events and Chambers of Commerce for inspiration, new learnings and access new business.

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Want to see a ‘real world’ example of the impact of innovation? Or more importantly, the impact of NOT innovating, not changing to meet the market! This Australian Stock Exchange (ASX) website data chart is a stark illustration of two well known listed firms over 10 years. FXJ is the ASX code for Fairfax Media Limited (red line). Fairfax is a multi-platform media group with activities including news and magazine publishing, entertainment, newspaper A T U R D Most AY advertising, online publications, and radioS broadcasting. 6 T H OReview. F relevantly, it is the publisher of the Australian2 Financial R BDEARY S ESPATTETUM 26 H OF 2015 SEPTEMBER 2015

Over 10 years, the difference in share price performance by each company is painfully obvious and highlights the impact of new technologies on traditional business models. So, not happy with YOUR progress? Think makeover, think innovation. It could save the business! c

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local business

with Michael Shadforth, Ray White Commercial North Coast Central

Take a step back and have a good look at your business! Working in the world of commercial real estate I often hear business owners lamenting about the negative impact the internet has had on their business, or the fact that a larger competitor has opened up down the road and has impacted their market share. While these are not factors that can be dismissed, it often strikes me as interesting that more often than not, the very same business owner has not re-evaluated their business with a degree of regularity. It could be that the fit out had not been changed for some time, or that the magazines in the foyer were all dated back in 1992, or that their product offering has not kept in touch with what their customers were after. Complacency, whether you realise it or not, allows a competitor to come up with a better fit out, a fresher menu, friendlier staff

and better communications – all of which could very easily impact your business. It’s often hard to stand back and take a good hard look at your business when you are knee deep in the reality of trying to make a living. However, looking at your business with a fresh pair of eyes, might be just what you need to realise that, unless you are in publishing, the internet is probably not the real reason business is slowing. In fact, if you get savvy with your social media, you can use the internet to tell your clientele about the changes you are making and invite them to come along and enjoy the newly renovated space – and if they mention seeing your promotion on social media they get a discount!

Michael Shadforth is President of the Caloundra Chamber of Commerce, President of Sunshine Coast Chambers Alliance and Managing Director of Ray White Commercial North Coast Central. ca 1300 25 50 75 // www.raywhitecommercialnorthcoastcentral.com

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R I A E H T N I S I G N I SPR

// Next Issue 28 September www.businessmattersmagazine.com.au // Publication Date 24 August YOUR SUNSH INE COAST LIFES T YLE MAG AZINE

SEE PAGE 52 ON HOW TO SPRING CLEAN YOUR LIFE: FIVE RISH HEALTH Y HABITS TO HELP YOUR LIFE AND BU SINES S FLOU BUSINESS MATTERS 51

Spring Clean your Life

Five healthy habits to help your life and business flourish

BY DR GEMMA ROUX, FLOURISH PSYCHOLOGY

“Habit is the best of all servants, or the worst of all masters.”

Nathaniel Emmons

Spring is in the air, and for many of us the promise of longer, warmer days motivates us to take action and ignites a desire to “spring clean” our life. Indeed, sunny days and balmy temperatures have been shown to increase optimism and boost energy levels, bringing unhealthy habits, which may have increased over the winter months, into sharp focus. Spurred on by this positive frame of mind, spring is an ideal time to throw open the windows of your life and toss out old unhelpful habits that are hindering your growth. By replacing them with habits that enhance your emotional, physical and spiritual wellbeing, you are setting yourself up for success personally, and in your business. However, breaking old habits, and building new ones can be challenging. A habit is essentially a connection or neural pathway formed between a trigger (for example, stress) and a response (for example, eating), which is cemented through repetition and in this case, the pleasure that accompanies eating. The more frequently we eat when we feel stressed, the wider and stronger that neural pathway becomes, and the more likely we are to repeat the habit. The process of habit formation is a powerful neurological tool for survival and growth, but proves to be a double-edged sword when the habits that are laid down are unhealthy or even destructive.

52 ISSUE 74

So how can we use this knowledge to spring clean old habits successfully and build new healthy habits? While unhealthy habits can put strong roots down in our life, with appropriate action and goal setting we can work to disconnect old connections, and lay down new healthy ones. Below are five scientifically validated strategies to get your spring clean started.

1. GET IN TOUCH WITH YOUR VALUES Identify your most important core personal values (e.g. Health, Integrity, Self Control) and pinpoint any habits that don’t fit with them (e.g eating junk food, gossiping with colleagues, excessive spending). Research shows that when we know our values, but don’t behave in accordance with them, we experience emotional distress. Start setting realistic goals to build habits that will fortify your values instead. If you find yourself surfing social media sites when you are at work, but value efficiency, log out of all your social media pages and set yourself a goal to leave your online socializing to the evening. If you value integrity, but often find yourself gossiping about friends or workmates, set yourself a goal to say something encouraging about a friend or workmate next time in their absence. If you put these goals in writing and bring them to mind each time you are in these situations, you are on track to building new healthy habits that are authentic and value-driven.

2. declutter your thinking Our thinking exerts a powerful influence on our feelings, and left unchecked, can hold us back from personal success and can contribute to anxiety and depression. Work to make your thinking consistent with your values. Identify any unhelpful thinking patterns that are holding you back from growing into the person you aspire to be. If you value being healthy but are constantly telling yourself that you’re unfit or that exercise is too hard, practice thinking like a healthier version of yourself. Rather than chastising yourself, or attempting to give your self a pep-talk Michelle Bridges style, work to replace your unhelpful thoughts with more balanced and helpful ones like “Putting on my shoes and simply walking down to the beach will boost my mood” or “I am looking forward to feeling healthier and a swim will help with that.” If you find yourself ruminating on a disagreement with a friend, or a past hurt, take a deep breath, let the thought go and gently re-focus your attention on something you’re grateful for, something your looking forward to or simply bring your focus back to the here and now. Which leads to my third point:

3. practice being mindful Research indicates that the more we are able to be present in the moment, the lower our anxiety levels and the more satisfied we are with life. When we rush through our day to day tasks, or find ourselves lost in thought during our activities, we increase stress, decrease efficiency and miss out on the positive benefits of our experiences. Set an hourly timer during the day, or alternately choose two daily activities (for example having a shower, or eating lunch) when you can practice being mindful. At these times take a deep breath and make a conscious effort to slow down, and connect with the here and now. If you are eating, put aside you smartphone or book and focus on the texture, taste and smell of the food you are eating, chewing slowly and mindfully. If you are talking to a friend, concentrate on their words and body language and try to empathise with them, rather than focusing on what to say next, or where you need to be.

4. practice gratitude Once again, research indicates that people who regularly stop and reflect on aspects of their life that they are grateful for experience lower levels of stress and produce more mood enhancing chemicals. By pausing regularly and writing down or talking about an experience we are grateful for we help shift our thinking and focus from the negative to the more optimistic, and help restore perspective and balance to our thinking. Practising gratitude in the workplace can increase work satisfaction and strengthen relationships with colleagues.

5. move your body Finally, and not surprisingly, make time each day to move your body. From a physical perspective, our motivation may be to look good in a swimsuit, but psychologically, there are not many activities that safeguard our mood and create emotional resilience as quickly and effectively as exercise. When we exercise we rid our body of toxic stress hormones, and release powerful feel-good hormones. We also boost confidence and create clarity in our thinking. All of which will only help to kick start your other healthy habits and help you to focus on creating the success in your life and business you desire! a

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Shop 4D / 566 Kawana Way, Birtinya QLD 4575 | Phone: (07) 5437 6888 | www.openhousekawana.com.au 54 ISSUE 74

EYEBROW MATTERS

BY SARAH CHAPMAN, ALLURE MEDI SPA & BEAUTY LOUNGE

Imagine if an eyebrow tattoo was more natural than an eyebrow tint? This is the revolutionary feather touch tattoo concept. No matter what your hair colour or type, feather touch cosmetic tattooing can match your natural hair and look almost invisible! This latest trend has been hailed a lifesaver for anyone who despises picking up that brow pencil every morning to fill in or create their brows.

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A quality technician will take before and after photos, line up your brows with medical markers, get approval for the treatment to go ahead and then implant every hair stroke into your brows creating a fuller, more defined arch. Your brows will be left looking fuller and more natural than ever before! But be warned this high-end service does not come cheap. With courses ranging anywhere between $7,000 to $12,000, not to mention good quality pigments and sterilisation procedures, a good brow tattoo will cost anywhere between $350 to $800. Here are some points to consider: 1. Where was the technician trained, how long ago did they train, how many procedures have they completed? 2. What is their sterilisation procedure, do they reuse any part of the equipment or is everything brand new and shrink-wrapped? 3. What is the follow up procedure and do they charge for ‘touch-ups’? 4. What brand of pigments/ink and equipment do they use and where are these sourced? 5. What are the associated risks for them as an individual and what does the technician think about their particular treatment and its success?

‘The bitterness of poor quality remains long after the sweetness of low price is forgotten’. With a vast choice of pigments ranging from the lightest blonde to midnight black, and even auburns and grey tones, you’ll be pleasantly surprised at just how far these techniques have come in the last few years!

Friendly staff and amazing service. They always go above and beyond for you. I travel all the way from Yeppoon to get my eyebrows shaped. They are fantastic!! Ruth Horell, September 24, 2014 Amazing place. Friendly staff and lovely atmosphere. Anyone after amazing eye brows I would highly recommend. The best place on the coast! Gemmy Reibelt, April 28, 2014 Thank you Sarah for my eye brows! I highly recommend to everyone to try this beauty salon! Very professional, friendly and passionate about their job! Zsofia Popplewell, November 5, 2014 Amazing, amazing, amazing!! What a lovely bunch of ladies, all under the one roof! Sarah with her brilliant brow work and Ashley with those magical hands!! HIGHLY RECOMMENDED for all the beauty needs! Amanda Poole, January 16, 2014 Would NEVER go anywhere else for my eyebrow shaping :) Sarah is amazing! Brooke Tierney, September 9, 2014

ABOUT THE AUTHOR

Sarah Chapman is the owner of Allure Medi Spa and Beauty Lounge. Sarah is passionate about the difference that perfect eyebrows can make for both men and women.

www.allurebeauty.com.au 1/22 Beach Road, Maroochydore BUSINESS LIFE MATTERS 55

EDUCATION MATTERS

BY DR BRONWYN DOLLING, PACIFIC LUTHERAN COLLEGE

does your child love learning? So do we.

Remaking the world One of the challenges faced by future generations will be to remake the way in which we consume resources and live sustainably within our environment. Within a school context, young people can learn to make a difference and even remake the world by helping to shape an increasingly sustainable environment. Schools, like other places, can be places of unnecessary consumption and produce large quantities of waste. As one of the priorities of the Australian curriculum, sustainability provides the opportunity for young people to develop a strong sense of social justice and explore ways to improve their local environment. To improve it, they must first understand and appreciate the important role they play in preserving our ecosystems. Linking with community and university groups or other experts, students can gain an understanding of the environment that surrounds them. There is great opportunity for partnerships with adult mentors from within the school community as well as outside agencies. Real learning can occur as young people take on the challenge of improving their local environment. Links with our Indigenous community can also inform young people of how to live more sustainably including the ways in which native plants act as nature’s calendar and have provided food and other materials. Schools can set a goal to reduce their environmental footprint through various green initiatives. This can include an audit of the quantity of different types of waste generated on a daily and weekly basis. Through the use of a small Onsite Composting Apparatus (OSCA), organic and paper waste can be converted into nutrient rich compost for gardens. Energy consumption can be monitored and even generated. Schools have large roof tops which can be used to generate considerable electricity through the use of solar panels. Water can be collected into rainwater tanks and utilised in showers and toilets, or on gardens.

Pacific Lutheran College is a supportive learning community, with a strong academic focus and exceptional sporting, cultural and outdoor programs. Our curriculum is designed to support a seamless transition from Kindergarten to Year 12, and then to life beyond school. Fostering thinking skills, curiosity and deep understanding, Pacific helps each child develop their own passion for learning.

Engaging young people in different types of garden activities including vertical gardens opens their minds to the ways in which our built environment can be more integrated with the wonderful natural surrounds of the Coast. Understanding the connection of the school to the local water catchment can help to reduce the amount of plastic and other debris that flow into our oceans. For some schools, there’s the opportunity to understand the role bioretention basins that sit within their site play in water quality management. Through online connections young people have influenced governments and businesses and changed behaviour of people involved in deforestation in countries such as Indonesia. The power of many has been unleashed through the use of social media and young people can be exposed to ways in which they can assist governments to track illegal activities through the use of satellite imaging. Involving students in the practical application of a philosophy, can help young people grow into adults who are environmentally aware and follow sustainable practices. Individually, we may perceive our actions only make a small difference but collaboratively as a community, we can reshape the world.

ABOUT THE AUTHOR

Dr Bronwyn Dolling is the Principal of Pacific Lutheran College, a co-educational, Lutheran school for students from K-12. Bronwyn has worked in the education industry for over 35 years and has served as Pacific’s Principal since its inception in 2001 and also on various education committees at a state and national level. She is passionate about providing a rich education that supports the development of the whole child. 56 ISSUE 74

www.pacificlutheran.qld.edu.au PHONE Chris Henschke, College Registrar on 5436 7321

LOCATION Woodlands Boulevard, Meridan Plains 4551

YOUR CAT MATTERS

BY TANIA BARTON, HOBBITS KNOB CAT RETREAT

A little ‘Cat-Sideration’! If you happen to be getting your first cat ever, welcome to the wonderful life of being a slave to a very intelligent creature! Cats have an amazing therapeutic quality that not only brings joy, but calm to your life. They possess this unbelievable ability to manipulate their owners and their curiosity and their playful personalities are the perfect time waster.

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If you’re introducing another cat into a household already occupied by a family with children, one or more cats or other animals, there’s a lot to consider. Because of animal nature, including humans, it doesn’t take much to tip the balance of harmony with change. An animal is a lifelong commitment. They need a ‘furever’ home and this decision should not be on impulse or taking lightly. An upset to the existing household dynamics or the new cat not adjusting can be very stressful. Points to consider when getting a new pet:

• Inspections welcome

• Will I have enough time to put into the new pet and introducing it to their new family?

• Climate controlled with heating and cooling

• Do I have a secure environment big enough and suitable enough to take another pet?

• Visiting your cat welcome • Piped music • Grooming, playtime and cuddles included

• Will every family member (human or the furry kind) be accepting of a new pet?

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• Can I financially commit to the needs of another pet with insurance, desexing, vaccinations, diet and general wellbeing?

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Ensure that you are prepared before bringing the new cat home with their own litter tray, bowls, food, bedding, as well as setting up their area which will not disturb other household animal’s surroundings. Remember, wherever you start out an animal’s’ ‘security area’, this will tend to be lifelong. So don’t put the litter tray in the bedroom if you don’t wish your cat to be toileting beside your bed forever.

Welcome to the wonderful life of being a slave to a very intelligent creature! ABOUT THE AUTHOR

Tania Barton is a qualified Veterinary Nurse with 19 years industry experience. Tania has a passion for encouraging responsible pet ownership by providing optimal health and wellbeing, desexing and microchipping in all animals. Tania loves sharing her passion, knowledge and experience in the animal industry and works closely with all Veterinary clinics and community organisations on the Sunshine Coast and beyond.

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JEWELLERY MATTERS

BY ADRIAN SCHULZ, DIAMONDS OF DISTINCTION

Why your white gold is not really white! Gold is yellow, right? So where does white gold come from? Elemental gold, chemical symbol Au, is a rich yellowish coloured metal found in the earth. For jewellery it is refined, then alloyed with other elements to give this very soft metal characteristics such as strength, ductility and hardness. The amount of the ‘other’ elements depends on the purity or carat of the alloy, for example, 18 carat or 750 equals 75 per cent pure gold, 25 per cent ‘other’. To make white gold, it must be alloyed with white elements, commonly nickel, palladium or zinc. So getting back to the title of this column, let’s assume we’re making some 18 carat or 75 per cent purity gold. We can therefore imagine we have a glass three quarters full of yellow paint and we can only add one quarter of a glass of white paint to try and make the whole glass white. Obviously we will only be moderately successful and the result would still have an off-white ‘tint’. This is where rhodium plating is employed. Rhodium is a brilliant white, hard metal that lends itself best to being used for electroplating purposes. The result is a white gold ring that after plating with rhodium, is now really white. This is the ‘white’ gold you see in almost every shop window when you see white gold. Unfortunately this plating wears off, leaving many white gold wearers disappointed. The solution can be found in selecting a ‘premium’ white gold, which does not require rhodium plating, or better yet, a white metal such as platinum or palladium.

This is where rhodium plating is employed. Rhodium is a brilliant white, hard metal that lends itself best to being used for electroplating purposes. The result is a white gold ring that after plating with rhodium, is now really white. ABOUT THE AUTHOR

Adrian Schulz, owner operator of Diamonds of Distinction in Buderim, is a third generation, award winning Master Jeweller and Designer with 25 years of experience in the design and manufacture of Fine Jewellery. Trained by his father and grandfather, German trained Master Goldsmith’s, he has a passion for creating unique and exquisite designs that feature a point of interest for the wearer and admirer alike. 58 ISSUE 74

You Dream It... We Create It... They Love It... 3rd generation Master Jeweller (on premises) Award winning designer and manufacturer The finest materials, sourced worldwide Exclusive, unique, one-off pieces

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YOUR BODY MATTERS

BY DEBBIE CHAPPELL, REVIVAL CLINIC

Banish cellulite Over 90 percent of women have cellulite and they are not happy about it. Cellulite is superficial (or close to the surface). Factors influencing cellulite include genetic predisposition, hormones, hydration, diet, exercise, stress, drugs and medications. When normal fatty tissue is stored, it is held in place by a network of collagen and elastin fibres and is supplied by a network of vascular and lymph vessels. When the system works well, the vascular system takes energy from the fat stores when required and toxins are flushed away via the lymph. When the waste removal system starts to fail, waste products start building up and the connective tissue becomes saturated with fluid and is often inflamed and swollen. Growing fat cells (adipocytes) destroy the network of collagen and elastin fibres, which then thicken (fibrose) around these cells forming hard pockets of fat, encroaching on vascular and lymphatic vessels. The hardened pockets of fat are the cause of the ‘orange peel’ or ‘cottage cheese’ appearance known as cellulite.

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Debbie Chappell has been a multidisciplinary natural health practitioner since 1992 specialising in cellulite reduction, fat management and preventative nutrition. She founded Revival in 2003 and is devoted to helping people live better, for longer.

BUSINESS MATTERS 59

first cab off the rank with John Lobwein, Suncoast Cabs

Apps - The way to book! Like most businesses, Suncoast Cabs continually measure our performance to provide the best possible service at all times. Last month, we focused on the waiting times of customers. Whilst it would be fantastic to answer your call on your first ring and despatch a cab as soon as you hang up, the reality is that we cannot do this all the time. Unfortunately, we have no magic way to determine how busy we will be. A sudden rain storm, a power outage or road accident can all change demand in a heartbeat and we always attempt to respond accordingly. Of course, we know from 9pm Saturday to 2am Sunday we will often be stretched to our limits.

more than 30 minutes. That means some 73,600 people had a cab within 30 minutes of ordering it. Importantly, less than 10 per cent of those customers who waited, used the app to book! There are a couple of relevant points here. Firstly, smart people use the app. Secondly, when you hear someone say ‘don’t book a cab, they never turn up’, they may not be speaking the truth! Our new payment mode is now available on Suncoast Cabs app. We have listened to our customers and removed the 10 per cent surcharge and replaced this with a flat $3 fee to bring us into line with ATMs and other auto service providers.

Interestingly, on Friday and Saturday nights in July, we recorded just on 30,000 jobs, moving about 75,000 people. Our statistics show less than 200 of those people waited more than 60 minutes and about 1,400 waited

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BM Launch Business Matters advertisers and readers got together to enjoy the launch of issue 73 at Open House Kawana. The food, atmosphere and service were all second to none.

Glen Carpenter (Spire Law), Jen Forster (BM and LM Magazine) and Grant Cunning (Spire Law) Linda Schmidt (Liberty Financial) and Lindy Kelly (Kelly and Co) Renee Spears and Melanie Jacobson (MJJ Accounting and Business Solutions)

Stella & Horacio Passeggi (Latin America Group Tours)

Lisa Hayman (Longweekendz.com)

Jen Forster Sarah Golledge (Infocus) Sandy Riba (RibaKasteel Accounting) (BM and LM Magazine) and and Ben Beckton (Infocus) Craig James (Comsec)

Ryan Walsh (Forty Five 51), Ralph Steven-Jennings (Smile IT)

Bruce Williams (B Conrad Williams), Sean Durkin (Open House)

Infocus Breakfast On the 29 July Infocus Sunshine Coast hosted an educational breakfast at the Novotel Twin Waters Resort. Craig James, Chief Economist from Commonwealth Securities, well known from Sunrise Finance reports and also a finalist for Men’s Health Man of the Year focused the morning on finance and his views on 2015.

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BUSINESS MATTERS 61

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mindset for life

with Mandy Napier, Mindset for Success

The hidden power behind your words Do you know the true power of your words? Most people aren’t aware of the impact of what they say, especially in relation to their inner dialogue, the seeds of every success and failure. Here is why it is a good idea to know how powerful they are. In a study, a group of people were placed in a room. Each person was given a card with several words on it. They all had to create sentences using these words. Unknown to the people in the group, the words related to the topic of ageing and included words like ‘walking stick’, ‘senior citizen’, and ‘pension’. At the completion of the experiment, the people walked out slower than they walked in; as if they had literally absorbed the words, becoming older! If this can happen in a simple experiment, imagine how your words could impact your goals, health, business or relationships? A classic example of the impact of inspiring words is Martin Luther King’s ‘I had a dream’ speech. His words fuelled his vision and were the seeds that inspired thousands of people and created massive change. Your words have power, so be careful what you say. Start with observing your inner dialogue and replace all negative and self-defeating words and statements with positive, empowering words and statements. You can literally rewrite your future script by choosing your words more carefully. Try it out and watch the transformations in your life unfold. Mandy Napier BSC is a Mindset & Performance Coach. She is passionate about helping people harness the power of their minds for optimal performance in business, life and sports. To download your free success resources, click on www.mindsetforsuccess.com.au/getting-things-done. ca

1300 785 078 // www.mindsetforsuccess.com.au

We can provide a tasty selection of canapés, tapas platters or premium and platinum sit down events at our venue, with your choice to hire a section of the venue or private hire for exclusive use. Our catering license allows us to run offsite events ranging from: • Corporate Luncheons • Birthday Parties • Fundraisers • Pop-up Restaurants • Street Fairs and Festivals. All of these events are catered to with fresh food, sourced locally and made in-house.

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LOCALS

BUSINESS AND LIFE NAME: Bianca McPherson COMPANY: Gifted Hampers

Corporate gifts specialists, Gifted Hampers, offer a range of impressive gift boxes to create top-of-mind status with your client. We pride ourselves on using only quality, value for money products and each gift is individually handcrafted to leave a lasting impression on your behalf. As a family owned and operated local business we offer free delivery and bulk discount*. www.giftedhampers.com.au

NAME: Paul Green & Tim Roberts COMPANY: Rent 2 Own Cars Australia Rent 2 Own Cars is an award winning specialised business model offering vehicle payment plans to our customers who don’t qualify for mainstream finance. Regardless of credit history, we give customers the opportunity to maintain their lifestyle and in many cases, secure and keep their employment. We have developed the business into a national franchise brand with offices open around Australia and currently in negotiations to take the brand to Canada and the USA. www.rent2owncarssunshinecoast.com.au

NAME: Tracey Wyatt COMPANY: Bike On Bike On are a multi award winning business specialising in providing bike hire, bike tours and bike education direct to individuals, corporate groups, schools and councils. Project a positive ‘can-do’ attitude and always be generous, it’s surprising how people modify their behaviour to match. info@bikeon.com.au

NAME: Shane McNally COMPANY: All’ Antica Italian Restaurant After 25 years on the Sunshine Coast, All’ Antica is a local family owned restaurant serving up traditional Italian dishes. My success tip is to give it your all and believe in yourself it takes a lot of hard work and perseverance. www.allantica.com.au

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Ron’s Update

Four generations on from a humble start The idea of learning about automatics in cars came from my father-in-law, Gordon Wallace, who had a 1968 Ford Fairmont and was having trouble finding anyone who knew how to service the transmission. I decided to do an ‘International Correspondence School’ course and get a handle on how they worked. In 1975, an opportunity came up to start a business at Archerfield repairing automatics. It was to be a partnership that lasted only 10 months until a visit to the tax accountant pointed out it had been set up as a profit sharing partnership and not the true partnership I shook hands on. The trust was gone but rather than get angry, I decided to step out on my own. I felt a little ‘green’ but supported by my wife Dell, decided it was now or never. Gordon, being a country bumpkin, could do most everything and helped with set up in a rented shed at the Gap while I canvassed all the local garages in the north and west Brisbane suburbs, promising good service and fair prices. In time, my landlord wanted his shed back so we moved to the current location in Maroochydore in 1980. Following the same formula, business grew until I took on a partner which proved to be a great move. Bill is the current owner and his son Tim, who has finished his apprenticeship, is the fourth generation. I still enjoy doing two days a week in the industry. My hobby is restoring muscle cars and honing my lap times at Lakeside with the 1968 Camaro. It’s a bit like playing golf only faster.

Ron and Dell Hi

From the workshop Hi, my name is Tony, Senior Technician at Ron Hill Automatics since January 2008. I’m a supportive husband, loving father and all-round nice bloke. I live with my family in a Hinterland eco-house with my dog and chooks. The thing I like most about working here is the team, whether it’s solving tricky vehicle faults together, or organising camping trips. I’m currently working on a late model 4WD automatic transmission that has failed due to overheating, possibly from towing or 4WDriving. The gearbox is often out of sight and mind when it comes to upgrading or improving for the aforementioned conditions. People will look after the rest of the vehicle but it’s the automatic transmission that needs attention, often more than the other components. Once I replace the costly, overheated internals of this transmission, I’ll perform two improvements to guarantee the life of this gearbox. The first will be adding an automatic transmission cooler to the vehicle to keep the gearbox from overheating again, even when towing or 4WDriving. This upgrade is beneficial to all vehicles as heat is the number one killer of transmissions. The second is to improve the brain of the transmission, the valve body. This commands the rest of the gearbox. Here I’ll improve lubrication to all moving parts and increase the clamping and application of the internal clutches inside the gearbox. This upgrade gives better gear changes and a longer lasting transmission.

Tony Enchelmaier

I love the fact I can make the vehicle stronger than originally designed and give the customer peace of mind in any adventure they wish to pursue.

a dr ill’s R n Sa d B FFE an O BM

FREE CAR WASH with every 4WD Transmission Service* *Mention this Business Matters article to redeem offer

Owners Bill and Sandra Olah

40 YEARS

Est. 1975

Located at 44 Kayleigh Drive, Maroochydore 5443 4444

go to: ronhillautomatics.com.au BUSINESS MATTERS 65

Sc–Rub Tur–kee [noun] • Adapts to local habitat • Prefers sustainable stuff is a Coast, the scrub turkey Living on the Sunshine e bird, s a highly adaptable nativ familiar sight for all. It’ d itself from nuts, seeds an which prefers to nourish rise rp su no s It’ ly in its habitat. fruits that occur natural re, ua Sq et to the Warana Mark that the newest addition m the founding family fro Scrub Turkey, created by es. ipl inc pr ry sed on these ve BFresh, is named and ba

Life Matters caught up with Belinda Wanless, one of the owners and creator, to discuss what Scrub Turkey is all about! Where did the inspiration for Scrub Turkey come from?

We are constantly inspired by the many talented and passionate people around us. We saw Scrub Turkey as an opportunity to create a space to showcase this.

How is Scrub Turkey different to BFresh? At BFresh, we have always strived to outsource the best quality gourmet products. At Scrub Turkey those same values are still there, it’s just a little more laid back and a little more local. We are also focusing on organic produce and products.

Why is organic important to you?

Well what’s really important to me is living an organic lifestyle. We can become so focused on a certified stamp that we forget what organics, and healthy lifestyle, is all about. Enjoying good quality, fresh food that has been grown nearby and is in season can be a lot better for you than an organic product that has been shipped from somewhere, wrapped in plastic and then stored for an undisclosed amount of time but has a stamp to say ‘its certified organic’.

Why should we make the change to ‘organic’? It’s really a personal choice, we shouldn’t do anything unless it’s something we want to do.

Where do you source the produce and products from?

Everywhere! We are always looking for new products and new farmers; our doors are always open, we are trying to keep our produce as local as possible. Some of our products will come from other areas in Queensland and Australia. We have a great couple that make beautiful chutneys and relishes from Stanthorpe; Byron Bay has a bounty of handmade quality products - we love being able to also showcase these products that have been made with so much passion.

If Scrub Turkey could make one change in the world?

How good if everyone was a little less judgmental and a lot more accepting of others. a

Just because the plastic label says organic we think it’s good for us - how many miles did that product travel? How old is it? I love when one of our locals, Pete, drops in first thing in the morning with some passionfruit off his vine. They smell fantastic and go straight into the morning fruit salad. Or when one of our girls brings in a basket of eggs from her chooks; eggs on sourdough from Walters in Buderim for breakfast! What a great way to start the day. Produce in particular needs to be fresh and not transported from too far away, organic or conventionally grown. Living a healthy lifestyle, eating good food with friends, watching the sun come up, and go down, going for a drive on a country road, washing the dust off later and remembering how much fun it was, picking up some veggies at a farm gate. There’s so many things to do out there to contribute to a healthy lifestyle.

239 Nicklin Way (BFresh Complex), Warana> Tues-Sat 8am-3pm

66 ISSUE 74

> 5437 6862

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business PSYCCESS with Dr Peter Gibbon

Time for a Mental Makeover? The old adage suggests doing the same thing over and over again and expecting a different outcome is simply irrational. It’s easy to fall into this trap when your mental resources are exhausted or it’s too hard to think of alternative ways of doing things. Sometimes we get physically run down so slowly, we don’t realise that we’re not as fit or as healthy as we once were. It’s the same with mental health. Sometimes we become so caught up in doing what we have to do that we don’t realise the quality of our thinking, emotions or behaviour has deteriorated due to mental fatigue, and that our reasoning and ultimately our outcomes are no longer optimal. If you find yourself wondering why everything has become such a mental effort, or if you suspect your thoughts or emotions could be more focused,

it might be time for a mental makeover, and what better time to make some changes than Spring? If life is an emotional rollercoaster, even small annoyances or setbacks cause distress, you constantly feel stressed, you rarely laugh. If you are unable to judge when to persist with things and when to let go, or if you feel isolated and alone, it might be time to seek assistance to retune your approach to life. Meaningful change doesn’t happen overnight or without effort and commitment. Negative thoughts, emotions and behaviours can result from many factors, including genetics, past experiences and current stressors. Support provided by a psychologist can assist in making and maintaining the changes necessary for the optimal enjoyment of life. ca

Dr Peter Gibbon (BA (Hons), PhD, MAPS) is a Psychologist with Psyccess, a psychological services provider located at Suite 8, Buderim Professional Centre, 100 Burnett Street, Buderim. He accepts private clients and referrals from General Practitioners. Appointments can be made on (07) 5452 9895. 5452 9895 // www.psyccess.com.au

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powering business potential with Kimberley Lynch, CCIQ

Best practice of chambers provides united lobby group Some in the small business community ask: how strong are the Chamber of Commerce and Industry Queensland (CCIQ) and associated chambers?

for future follow-up included high level advocacy, business mentoring, non-traditional networking, understanding capabilities, and revenue streams.

Well, a meeting on the Sunshine Coast recently summed up what we have to offer and why the chamber movement is more than just business lunches, back-slapping and networking events.

The chambers discussed the opportunity to leverage CCIQ’s significant advocacy resources, becoming more vocal at a local level, building better relationships with all levels of government, and considering acting as a group on an issue-by-issue basis.

The inaugural Chamber Best Practice Forum held in Noosa in July has set the platform for more collaboration between small businesses across Queensland.

They agreed to continue to help each other at a grassroots level, meet regularly as a group and expand to include more of the other 120 chambers across Queensland.

Hosted by CCIQ Noosa, with support from the state body (CCIQ), the meeting of eight of Queensland’s most progressive chambers was a huge success. The chambers in attendance were from Noosa, Maroochydore, Caloundra, Mackay, Brisbane Bayside, North Lakes, Fortitude Valley and Toowoomba. The types of chambers involved were varied, from metropolitan or regional, in size and history, and whether accredited or not with CCIQ. They had similar objectives at the forum, such as learning about chamber best practice initiatives which could be complementary and transferred; finding out the most appropriate metrics to measure chamber performance; reaching consensus on a commitment to begin benchmarking chamber performance; and to build a platform for ongoing high-value collaboration between the chambers. The chamber representatives discussed best practice and shared their top initiatives. The ideas identified

Personally, I really enjoyed hearing from everyone at the forum and I think we all left with more insight than when we arrived. While local chambers of commerce are not for profit entities, it is essential they are financially viable and are run like a business. Business owners are continually looking for ways to reduce their discretionary spend and competition is fierce so local chambers need to ensure they have a strong value proposition. The forum provided an avenue to review events and programs that have been successful in other locations. Discussing the challenges faced by local chambers was also useful in alleviating the geographical isolation felt by many.

Kimberley Lynch is the Regional Manager for the Sunshine Coast & Wide Bay Area for CCIQ, the peak industry body for businesses in Queensland. We exist to provide a powerful voice for small business and to power our members’ potential through providing access to essential tools, services, information and advice. Not a member? Join now. ca klynch@cciq.com.au // www.cciq.com.au

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BUSINESS AND LIFE NAME: Jamie Bennett COMPANY: Affordable Forklift Training Affordable Forklift Training offers training and assessment for those requiring a forklift licence. Operating seven days a week and conveniently located in Kunda Park, we can also train and assess on-site at businesses. My success tip is ‘Don’t be afraid to ask, what have you got to lose!’. Phone: 0421 868 069

‘There is no such thing as roadblocks just little detours you need to work around’ www.surfairbeachhotel.com.au

Nicola Butler had dreamed her whole life of owning a beauty salon. Life sent her a myriad of life changing incidents including her husband passing. Realising her mortality, Nicola decided to take the biggest plunge of her life and established ‘Looking Good, Feeling Awesome’ a brand new hair and beauty salon in Mooloolaba. To celebrate, she’s offering all BM readers a two for one deal. Phone 5444 5677

NAME: Andrea Sternberg COMPANY: Surfair Conferences Wedding & Events Surfair Conferences Wedding & Events is a unique event venue which fronts onto Marcoola Beach. It has five indoor meeting rooms, three outdoor venues and onsite Bistro which caters for all scope of events from small intimate weddings to conferences for 200 delegates.

Nicola Butler NAME: COMPANY: Looking Good, Feeling Awesome

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Richie Leech Sales Executive at Mercedes Benz Sunshine Coast

Starting in the parts department and working his way through service to the sales team, Richie understands your vehicle needs and expectations. With high quality standards that you can trust from Mercedes Benz, Richie will change your buying experience and can offer home, business and evening appointments for your convenience. “I believe in providing a convenient and personal experience so everyone can drive away happy,” says Richie. Phone 0403 142 969

NAME: Ruth Holland COMPANY: Expandasign Australia’s leading banner, flag and marquee supplier right here on the Sunshine Coast. Expandasign first launched the popular teardrop banner, and pop up banners, into Australia in 1999, and remains Australia’s premier supplier of a large range of portable banners, flags and marquees. We attribute our success and growth to our continuous excellence in quality and customer service. www.expandasign.com

the coolest skylights on the coast AND INSULATION

Contact Gary Hallam for through the roof customer service 0419 773 700 | gary@goskylights.com.au facebook.com/goskylight www.goskylights.com.au

BUSINESS MATTERS 69

Are you doing it all?

Don’t have a second to breathe?

As a business owner you can get trapped into thinking that doing ‘everything’ yourself saves you money... but does it? How will your business survive if you drive yourself so hard you lose track of you? Why not replace exhaustion with exercise, replace frustration with fulfilment, and replace in-house confusion with an external professional. An external human resources department can uniquely integrate with your business. Every aspect of the employee lifecycle can be managed by a human resources team of experts so that you can take care of yourself. Managing your team’s performance and in particular your team’s commitment to exceeding your customer’s expectations directly impacts your business. So, what is the simple solution? A process that links people, performance and profit! Customer (mystery) shopping surveys are one tool that can measure your team’s customer service performance levels. However, it is important that your mystery shoppers know your business, products, customer service standards and values. Survey results can be linked to your team’s customer service key performance indicators and can also be linked to individual key performance indicators. The data gathered will highlight areas for improvement and be the basis for training and development. Why not also shop your competitors’ service levels? Knowing how your competitors exceed their customer expectations can be a great source of information and also a fantastic motivational tool for your team. Watch them try to outperform your competitor and their last survey result! a Sandra King, Director of My Human Resources Manager, has over 20 experience in Human Resources, she knows everything you need to know, if you need help with job descriptions, performance reviews, policies, procedures, inductions, terminations, recruitment - anything you can think of when it comes to Human Resources. So make sure you concentrate on what you do best and let Sandra do what she does best. P. 0406 774 062 E. info@myhrmanager.net.au W. www.myhrmanager.com.au

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Business Matters Magazine Issue 74

Articles inside

Business Psyccess

Powering Business Potential

What does Scrub Turkey mean to Belinda Wanless?

Your Cat Matters

Mindset for Life

Education Matters

Eyebrow Matters

Fiv e Healthy Habits to Help Your Life and Business Flourish

Customer Dating Fails

Website Matters

Loc al Business

HR Matters

Legal Matters

Property Development Matters

Smart Business Matters

Professional Management Matters

Commercial Real Estate Matters

Accounting Matters

Building Matters

Office 365 Matters

Training Matters

Brokerage Matters

Function Matters

Customer Service Stand-Outs on the Sunshine Coast

Meet Beefy’s Pies mentor George Bakrnchev

Mayoral Business

Digital Business

Dazzle Your Clients at

Meet Richard West from Top Ten Home Loans

All About Money Symposium

Top Ten Ways to Make Your Customer Service Stand Out