Interview with McMillan

Describe what you do in 5 words

McMillan imports & distributes

Finish this sentence: Your customers love your business because...

We always have new product, we keep good stocks and we are nice to them!

What does a day in your 'new normal' life look like?

We have a roster system for staff so people come and go – it’s endless admin and tidying up and sorting out after too long of not doing so; creating our Christmas 2020 ranges, updating our B2B website, updating our computer software, building maintenance including a new air conditioner and electrics, joining the NBN(!), planning for when we live a COVID-19 free life, getting excited when we receive an order (!) and talking to people on lots of different subjects but ALWAYS learning from them.

Everything started to seem better in early May and we had a cracker June, thought that July might continue but the signs are there, we can feel it slowing down again now that Melbourne is in lockdown.

Still, we are surrounded by good people and we will continue to ride the 2020 rollercoaster!

Something we might not know but will be glad we found out about you/your business?

We do everything we can to support our retailers and keep our ranges fresh and interesting for them as without them, it is US who do not have a business.

Did you know that everything we did until 1st July 2020 involved importing either from the UK, Europe or USA… rather than China? Then the Squirrel Design Studio cards arrived – the first of our ‘Made in Australia‘ product lines – perfect for sending overseas while we can’t travel, and some lovely water colours to keep for just ourselves.

Try us for something unique.

Retail Right Now:

How has COVID-19 impacted your business?

It’s a huge impact we were operating at around 15% of our expectations. It got better but right now we just don’t know what the next week will be like…

How have you had to innovate your customer experience?

We have had to change our planning around how and when we sell Christmas 2020 and offer new incentives to those who are still managing to trade. We are taking care to communicate better.

How are you managing your team at this time?

Each of them is needed and appreciated so they are still all employed on a roster system and we have applied for the Job-Keeper and various subsidies to help us financially manage.

What feedback have you got from your customers on how it is to be in retail right now?

To be frank it’s mostly negative, even longestablished people are struggling. However on the flip side we are hearing about some extraordinary and really interesting things some people are doing to keep their business successful. We are so pleased to learn that many have now re-opened.

Your Thoughts On:

Where the retail industry will land?

I think many bricks and mortar stores will struggle to manage until Christmas 2020. If they make it that far hopefully they can find the energy to continue on. They will have to negotiate hard with their Landlords, not just their suppliers.

Some of the more weary retailers will disappear but in time there will be a batch of lovely new energetic and clever retailers. Let’s face it, there are many people who are born to trade!

The secrets to getting a customer to return for more:

Simply give them good service on all levels.

Looking Forward:

Do you have any new products to promote?

Yes, specifically in our gift, greeting card and napkin categories.

What is the key element of a successful trade event?

Fresh new product – no matter how it is displayed our clever retailers will search it out! I should probably add “good lighting”.

Share your thoughts on how we pull through the next 6-12 months together?

That’s the key word ‘together’. We need to remain positive and support each other, spend more time communicating but at the same time make on-line ordering as simple as possible as this is now such a strong upward trend. Time is precious and there will long be a nervousness about face to face contact so we need to work with our sales people to support them and give them the tools they need in this changed world.

What do the next 6 months look like for McMillan?

We need to take careful care of our available dollars by budgeting, be wise with our choices, watch our stock levels and expenses. We have to run it tight from now on.

The Essentials:

How can buyers order from you?

Via our sales team; our B2B website; our excellent customer service girls; and when life returns to normal, at Reed Gift Fairs events.

Should they expect delays

No, we are lucky enough to be fully stocked due to a very busy first two and a half months this year and we have containers exported from Europe arriving now. Some stocks are getting patchy while we wait on sea freight but it will all come good in August.

Who is the best contact for a buyers to speak to?

Our Jo Townsend runs our sales team and he also looks after innovative business for McMillan. And then there is me….

Jenny Cummins | mcmillancards.com.au | (02) 9451 1111