Success Business Magazine - Issue 3 | Summer 2011/2012 by Success North Queensland

ISSUE 3 | SUMMER 2011 / 2012

YOURS FREE

empire of golden arches

colbran

GEORGE

Introducing Australia's No.1 Business Author Andrew Griffiths

The Best of the Best Interbrandâ&#x20AC;&#x2122;s Top 100 Global Brands

15 minutes with: Scott Pape, The Barefoot Investor

S P EC I AL

RETAIL

REPORT I N S I DE

inside

WHAT’S INSIDE

the regulars 04 06 09 14 16 19 23 27 34 46 55 56

News Desk Regional Update Andrews Angle Franchise Focus 15 Minutes With Bits & Gadgets On The Rise Australia’s Best Product Review Just for Fun Calendar of Events Cheers & Beers

40 interview SHELLEY CRAFT - THE BRAND

the contributors 15 The Festive Season

A chance for all businesses to celebrate

21 Tax Audits

How to avoid the expense

25 Your Financial Planner What should you expect?

26 Interactive Whiteboards

Revolutionising the way we work

35 Australia Underperforming Break down the barriers

37 Master Brewer

feature

A PARTNERSHIP IN STONE

Chuck Hahn launches his latest droP

38 Customers Buy Benefits

the difference between features & benefits

47 Acupuncture

How can it help?

51 Evolution & Development

feature

54 Marketing Consultants

EXPLORE OPPORTUNITIES IN ASIA

Growing your employees with your business The power of building a great team

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NEWS

news

desk. YOUR LOCAL NEWS FEED

Quest for Success

Brine Brothers Reunite

Not for Profit Efforts Recognised

Quest Serviced Apartments was among only six other finalists in the Successful Private Business category at the 2011 BRW ANZ Private Business Awards. Earlier this year Quest Townsville’s General Manager, Larissa Nielsen, was announced at the Annual Townsville Chamber of Commerce Business Achievement Awards, as 2011 Corporate Employee of The Year. Larissa’s career with Quest began in 1999 when she started as the Front Office Receptionist.

For many years the face of waterfront restaurant A Touch of Salt, maître d’ and part owner Mark Brine will now greet diners at the family’s Palmer Street establishment, The Saltcellar. Mark’s relocation will see him reunite with his brother and head chef Michael. Their father Peter has now taken over management responsibilities at A Touch of Salt.

Spinal Injuries Association North Queensland Manager Cathy Lengyel, was awarded the inaugural Not For Profit Manager of the Year Award at the recent Australian Institute of Management Awards in Townsville! Since December 2009, Cathy has led the North Queensland office of the state-wide Association, introducing innovative project ARTscape and Townsville Family Fun Days to further engage local people living with spinal cord injuries and the community. Cathy also represents the Association on numerous Council and Government advisory bodies in North Queensland.

Mud Crabs Raise Money

Emerging Female Lawyer

Calxa awarded by MYOB for Outstanding Software

Local law firm, MacDonnells Law, has raised $21,000 for Food Relief NQ, a Townsville-based collection and distribution centre for food products for the welfare industry. The substantial donation was raised by guests and staff attending the MacDonnells Law annual Mud Crab Luncheon. More than 130 guests, friends of the firm and staff attended the function. Brad Webb, founder and director of Food Relief NQ, said these funds will be used to purchase vital food supplies which will be distributed to the needy throughout North Queensland.

Townsville’s own Diane Ruhl, Associate at local firm BCK Lawyers won this month in Brisbane the state award for the Emergent Woman Lawyer of the Year in Queensland. Diane practices in Family Law at BCK and apart from her work at BCK, Diane volunteers at the Townsville Community Legal Service and the Homeless Persons Legal Clinic. She is also the President of the Townsville District Law Association and lectures and tutors in Family Law at James Cook University.

Townsville-based software developers Calxa have been recognised by MYOB at their recent annual Partner Connection conference. CEO Mick Devine received the award for developing the most outstanding software for MYOB users. The award recognises the innovation and value that Calxa budgeting and cashflow –forecasting products contribute to small businesses and not-for-profits.

Submit your business news, achievements, staff movements in 75 words or fewer to info@successbusinessmag.com.au

EDITOR’S NOTES

publisher’s panel EDITOR Marissa Candy editor@successbusinessmag.com.au SALES & MARKETING Rebecca Hutton rebecca@successbusinessmag.com.au

from the

EDITOR.

JOURNALISTS Rachel Licciardello Tracey Lee Gordon DESIGN & PHOTOGRAPHY Skye Millard Luke Taylor Success Business Magazine Pty Ltd PO Box 5660 Townsville QLD 4810 22 Walker Street, Townsville QLD 4810 ph. 07 4771 2669 fx. 07 4721 1974 www.successbusinessmag.com.au Find us on facebook Follow us on Twitter All information and images are subject to copyright. No part of this publication may be reproduced, stored or transmitted in any form without the prior permission in writing to the publisher. The views and opinions of authors and advertisers do not necessarily reflect the opinions of the publisher. While every effort has been made to ensure the accuracy of information at the time of print, the Publisher accepts no responsibility or liability for any errors, omissions or subsequent consequences including loss or damage from reliance on information in this publication. Circulation: 10,000 copies quarterly Regions of Distribution: Townsville, Charters Towers, Ingham and Burdekin. © Copyright 2011

Our 3rd edition is now on the streets and working with the pressures of print media and deadlines amongst the daily rituals, has proven to be a rewarding challenge. With summer now upon us, our work life balance will certainly be a challenge to most as we try to find the time to enjoy this festive season with family and friends while still upholding our daily routines. But making sure we wind down, enjoy a cool beverage or relax by the pool soaking up our glorious weather where possible is important. This summer break, take time out for some reflection and ask yourself, how often am I challenged? For some, everyday life is challenging enough, juggling children, fulltime work, possibly running a business, personal relationships and friends. So have we started saying no to opportunities that appear too hard at face value, because we simply can’t take on any more challenges or simply can’t fit it in our busy lifestyles? I have made it my role at Success Business Magazine to continually challenge myself and my team to discover new ways on delivering a great read to North Queensland. In the last edition our pursuit to be the premier business magazine in our region was acknowledged, as we were the first local magazine

to launch QR codes. We launched interactive print media and highlighted how a great campaign can be achieved by combining two great mediums, print and online. Throughout this edition you will notice the use of QR codes in our advertising space and as technology further develops, we endeavour to deliver these findings to you. The retail industry is very dear to my heart and one that doesn’t need any more challenges thrown its way. In this edition we feature a special report on the retail industry and as you read through this article you will notice the retail industry needs everyone’s combined support to make this season special. My family and I have made a commitment to shop locally and do our bit. I am delighted to welcome Australia’s number one business author, Andrew Griffiths as a regular contributor to our magazine. As a business owner, I personally find Andrew’s wealth of experience and fantastic advice a great asset of knowledge and look forward to our continued partnership. Finally, wishing all our valued readers a safe and Merry Christmas and Happy New Year! •

- Marissa Candy.

AD SturtCHOICE BusTRAINING Centre

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Regional Update David Crisafulli

Glenys Schuntner

Deputy Mayor Townsville City Council

Chief Executive Officer Regional Development Australia Townsville and North West Queensland Inc.

There is no doubt that Townsville remains a much better place to do business than many other parts of regional Australia. But there can be no denying that conditions right now are tough. Business is suffering because a key ingredient is lacking – certainty. Everywhere we look, we find another reason to be pessimistic.

So what will success look like for an organisation in North Queensland in the year 2020? I think we can fairly safely say that technology and our adaption, and in particular the pace at which we adapt, to opportunities associated with technology and telecommunication infrastructure will be a large factor in determining our success. Business as usual it won’t be!

But I remain adamant that our city’s best economic days lie ahead. Later this year a new army battalion will arrive to call our city home. While I am confident our city has done enough to prepare them and their families to adjust to life in the tropics (the Mayor has made two visits personally with the Brigadier to take questions from the troops), I’m not convinced we have done enough to get ready ourselves.

For an entertaining look at how far and fast technology and telecommunications have advanced to now, I recommend visiting www.youtube.com.au and search for “Did you know”. So far this short video has had more than 14.5 million viewers! I guarantee the information will amaze you. Can you believe it took radio 38 years to reach an audience of 50 million and Facebook only 2 years? The top 10 jobs in the USA in 2010 did not exist in 2004. 31 billion searches were done on Google each month in 2010 compared to 2.7 billion searches in 2006. And the list goes on. It’s a great lesson on the pace of change!

I hope this leaves us pleasantly surprised when the extra bodies create demand in many of the sectors that could use a shot in the arm right now. Defence is just one string to a broad economic bow of Townsville in 2011. But we can’t sit back and hope that this broad base economy just continues indefinitely. A good example of a positive adaptation in recent times has been in the area of tourism. A few years ago we made a conscious decision to focus our tourism around events rather than the more traditional market. Two V8 Super Car races, a defence air display, a more successful Chamber Music Festival, a three day triathlon festival and a Nashos 60th Anniversary later, few could argue the strategy has not worked. Our next challenge of adaptation as a city will be to find a way to greater leverage off the surge in mining, without changing the dynamics of a place that has come so far. Our ability to adapt needs a combination of strong local leadership and business being able to adjust to find opportunities for innovation. Our recent run of success can breed complacency. Our continuing success depends on our ability to chase the opportunities to service and add value to the industries that keep our economy in growth. It’s time for government to join with industry to travel this path together. We must focus on the positives, of which I’ve named a few, and take time to consider what we each must do to ensure this city reaches its potential. •

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We’re now gearing up for a high speed broadband future – but what difference will it really make? To get an insight into the difference between dial up, current ADSL and high speed broadband for doing a range of office or personal tasks, visit www.nbntasmania.com.au and from the Home Page see the Speed Comparison demonstration. The speeds are very convincing – we need high speed broadband! To help make the leap into the digital economy, I recommend a great website www.digitalbusiness.gov.au for businesses and community organisations. E-commerce and online payments, social media, online marketing, websites and content and protecting data are just some of the useful topics. There are also a large number of other useful websites to tap into information about the digital economy - www.nbn.gov.au/the-vision/ digitaleconomystrategy; high speed broadband www.broadbandtoday.com. au and the NBN roll-out www.dbcde.gov.au and www.nbnco.com.au Locally, RDA is actively involved in a range of initiatives to support and capture the opportunities arising from the NBN roll-out and the Regional Backbone Blackspots Program covering the western parts of Queensland. We believe high speed broadband is the 21st century infrastructure that will help reduce our tyranny of distance and open up our businesses and communities to global markets and their opportunities and competition! •

John Carey

David Kippin

President Townsville Chamber of Commerce

Chief Executive Officer Townsville Enterprise

T’is the season for community consultation. Both State and Local Governments are consulting widely on issues ranging from service gaps for SME’s, infrastructure, regionalisation, land use, community and city plans. The timing of the consultations has a political taint, as it provides a snapshot of current trends, since voters who will go to the poll twice in the coming six months. It is however, an opportunity to comment on plans and strategies with the potential to impact our everyday for years to come. In the various plans and strategies we’ve been asked to give representation to, the Chamber consistently includes two requests to its list: ensure that priorities respond to immediate needs first; and ensure that each plans and strategies include practical implementation measures. The Chamber too consulted its members in a bid to understand what makes them tick. Asked what members thought the Chamber does and should do, their answers came as no surprise: help create an environment in Townsville that is good for business. The Chamber will be celebrating its 130th anniversary in 2012, one of the oldest Chambers in Queensland if not the country. Although we are proud of our heritage, we also recognise that the business community has a forward outlook. For the past year, we have strived to develop our own business, by improving internal operations, actively engaging with members, and responding to their feedback. To create a better business environment, the Chamber is focusing on four main platforms • the development of Townsville’s inner-city; • the focus on regionalisation and the relocation of State government agencies to the North; • the development of infrastructure, including roads, water, energy and telecommunication; • training and the retention of skilled staff. These platforms form the basis of our advocacy activities, as all businesses and members, big or small, stand to benefit from improvements in those areas. •

As the new Chief Executive Officer of Townsville Enterprise Limited, I have the great privilege and responsibility of representing and promoting the Townsville Region. Over the years, I have witnessed the maturing of the Townsville Region and I believe as a Region we have enormous potential and I look forward to making my contribution to its ongoing growth and prosperity. The Townsville Region offers a great lifestyle and a wonderful environment to raise a family. We are ideally positioned to develop a wide range of innovative tourism attractions that provide lasting experiences which portray our unique lifestyle, pristine environment and diverse culture to visitors. My vision for the Townsville Region is to be widely recognised as the most respected, progressive and successful regions in Australia, instilling great pride in our communities. Our Economic Development Team has achieved a number of initiatives in the past months including the launch of the Townsville Regional Brand and the ‘Emerging Leaders’ Program. The National Broadband Network rollout is in full swing with the first educational workshop held in October. The past year has been tough on the Tourism industry and our Tourism Team is always hard at work to help attract visitors to our great Region. “A Conversation with TQ” was held during September - North Queensland Operators met with Tourism Queensland to talk about the issues faced in our region and heard how Tourism Queensland plans to work closely with Townsville Enterprise and its members to ensure the growth of the Tourism industry. Our Convention Bureau Team is launching its official Townsville and North Queensland Meeting Planner. Distributed in December, this planner will become a primary piece of collateral for the Business Events industry and will showcase the Townsville Region in the best possible light. Over the past year, the Townsville Convention Bureau logged 27 conference wins, totalling $4.97 million in projected delegate expenditure for the region. These included the Sustainable Economic Growth for Regional Australia Conference and the 2011 Australian Regional Tourism Network Convention. •

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S ' W E ANDR e l g n A What is the difference between success e? an d fa ilur

I often get asked this question and I have to say it’s not an easy one to answer. Sure we can look at a bank account balance but if that is the only mechanism we have to measure an entrepreneur’s success it would be a sad world indeed. As Henry Ford said “a business that makes nothing but money is a poor business”.

If I had to pick one defining characteristic that separates success and failure it would have to be passion. Those entrepreneurs who are passionate about their businesses will not accept half measures—they sincerely want to be the best at what they do and this has a profound affect on all that they do. They are passionate regarding their products and services, they are passionate about their customers, their staff and everything they do. This passion enables them to embrace change and face the everyday challenges that all business owners face. Sure they encounter set backs but they don’t get caught up in the negatives, preferring instead to move forward, learning from their mistakes and refining the way they do things. They are passionate enough to share their triumphs and tragedies in a philosophical way and they will help other people to succeed wherever they can. Passionate entrepreneurs have a spring in their step and a sparkle in their eyes that rubs off on all of those around them in the most profound way. And having worked with many thousands of business owners over the years, I have no doubt that passion equals profit. The big bonus though is that those entrepreneurs who are driven by their energy and love of what they do never really work a day in their life. Sounds like common sense doesn’t it? Well the sad part is that common sense is not that common anymore. If you want to be a truly successful entrepreneur nurture the fire in your belly and hang on for the incredible ride ahead. Andrew Griffiths Australia’s #1 Small Business Author – 11 books now sold in over 50 countries

W BOOK REV IE Purple Cow. Transform your Business by being Remarkable, Seth Godin This is not a new book, its been around for almost 10 years. But the key message that it promotes is more relevant today than ever. We live in a world of clutter, distraction and choice. How on earth do you make your business stand out amongst all of this? Of course Seth Godin’s answer is to be remarkable. Sounds simple doesn’t it? The reality is that most businesses don’t stand out from the crowd. They are what I call beige businesses. In fact they specialise in blending in. Godin showed that the traditional Ps that marketers had used for decades to get their products noticed-pricing, promotion, publicity, packaging, etc. have stopped working. Marketers were ignoring the most important P of all: the Purple Cow. Cows, after you’ve seen one or two or ten, are boring. A Purple Cow, though... now that would be something. Godin defines a Purple Cow as anything phenomenal, counterintuitive, exciting... remarkable. Every day, consumers ignore a lot of brown cows, but you can bet they won’t ignore a Purple Cow. You can’t paint your product or service purple after the fact. You have to be inherently purple or no one will talk about you. Godin urges you to emulate companies that are consistently remarkable in everything they do, which drives explosive word of mouth and now, word of mouth. This book doesn’t have a lot of “how to” advice, but it really drives home the concept. The rest is up to you. I rate it 9 out 10 and I have transformed numerous businesses by following the advice Seth Godin offers. successbusinessmag.com.au

PAGE NAME

golden

EMPIRE OF

ARCHES

By RACHEL LICCIARDELLO Photography by Skye Millard

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COVER FEATURE

Established businessman, community supporter, cancer survivor and straight shooter George Colbran met with Success Business Magazine beneath the golden arches of Townsville’s first ever McDonald’s restaurant, to talk about his empire.

ou would have to have been living in a cave to not have heard of George Colbran. Whether it’s through local media, local sport, local charity or through his many McDonald’s outlets across Townsville (and one in Ingham). George is one of Townsville’s most well-known businessmen and active community supporters. It has been 23 years since George first brought those golden arches to Townsville. However, his work ethic and business savvy extend back long before then, with George’s first paying job being a paperboy at just seven years old. Always the entrepreneur, George worked numerous jobs before joining the McDonalds family in 1986. “I have always read a lot, so I was aware of McDonald’s success in America and considered the business to be quite interesting,” tells George who previously ran his own contract cleaning business in Sydney. “I went on to work as a TAB agent for 11 years, before I decided that due to the changing technology the future of TAB agents as they were at that time was limited. I took the view that I was in a declining business and considered what to do next.” George pursued McDonald’s but it took almost two years from his first discussions with the company to acquiring an outlet in Hornsby, Sydney. Then, a little more than two years later and George was approached with the opportunity to take McDonald’s to the regional hub of Townsville. “My wife Lorraine and I opened The Lakes restaurant on August 14, 1988, and four months later opened a second restaurant at Aitkenvale,” tells George, who admits the task of launching two outlets within a few months was ‘enough to kill a horse”. “One of the greatest challenges,” continues George, “was that we had to not only recruit, but also train staff, and there was only 14 days between me handing the Hornsby restaurant back to McDonalds and opening The Lakes outlet. So I ended up bringing a team from Sydney with me to help me run the restaurants, and train our recruits.” At that time, those two restaurants employed 240 people, and McDonalds became a fixture in the Townsville community.

Today, George employs around 600 people across six McDonald’s restaurants, located at The Lakes, North Ward, Fairfield Waters, Stockland, Castletown and Ingham. Only a few years ago, he also owned the Willows restaurant (which he sold to another franchisee), Aitkenvale restaurant (which he sold to his daughter Alison) and Flinders Mall restaurant (which was purchased by council to make way for the Flinders Redevelopment). “McDonalds will eventually return to the city,” reveals George. “Once the shops fill up, and some vibrancy returns.” So just how much is George’s empire worth today? “How long is a piece of string?” is his answer. When asked whether he plans to sell any more of his outlets, namely his first restaurant here at The Lakes, George’s response is that of a true businessman. “The purpose of business is to sell. If the price is right and the time is right, then I will sell,” he says, admitting that his business career is “winding down” now that he has tipped 60. “When Lorraine and I first came to Townsville 23 years ago, we had a lot more spring in our step,” smiles George. “And there was one magic word that got us out of bed each morning: debt,” he laughs. “You get inspiration from all areas of life, and one of my favourite inspirational songs is from the [Disney movie] Snow White and the Seven Dwarves, ‘I owe, I owe, it’s off to work I go!’” he sings. (By this time, local radio personality Steve Price has popped over to say hello, and George has all of us laughing.) There is no doubt that it is George’s experience, business acumen and his occasional humour that make George Colbran the amazing mentor he has proven to be over the past two decades. “I consider my role in my business to be that of a mentor now,” explains George, who takes pride in helping his staff develop their careers. He tells stories of numerous staff who joined George’s team as junior workers and turned their humble beginnings into a rewarding career as a McDonald’s franchise owner, or an accountant for McDonald’s in London, or took on management roles within George’s own empire. Just as important, has been George’s impact on Townsville’s community. “Both Lorraine and I have always taken the view that we should give back to the community that supports us,” explains George. “So as soon as people were asking us for support, and as soon as we could afford to, we helped our community – local sport, local schools, local charities.” In fact, it seems there are few clubs and causes that George has not supported. Two of George’s greatest involvements have been with Ronald McDonald House, which opened in 2004 and will soon see the completion of its second stage, a 12-apartment construction that will double the current accommodation offering, and the Townsville McDonald’s Crocodiles, George has been a board member for the NBL team since its conception. “This city is a wonderful place to live, with a fantastic social fabric, great opportunity and a great lifestyle,” says George. “I consider it to be the responsibility of every person in business to give back to the community you earn your living from.”

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COVER PAGE NAME FEATURE

George’s

first paying job

was a paperboy at just seven years of age.

With this line of thinking and active presence in Townsville’s community, it is no wonder why many people within our city adore George, and supported him through his cancer battle last year. “I was first diagnosed with non-Hodgkin lymphoma in 1996, and was told the tumors in my body were advanced and I should get my affairs in order. It was very confronting being told that if I took the treatment I could live for 18 months to three years tops,” reveals George. “I told them I would take the treatment, but when I was 97 years old. Instead of chemotherapy, I changed my diet, I visited a naturopath, I took vitamins and supplements, stayed away from certain foods and I basically got better. At one stage my oncologist couldn’t find a sign of the disease in me and had to check all of my diagnoses to check whether I did have it. Well, I did, and some of the tumors came back over the years, but many crystallised, and turned into calcium deposits, and most importantly, none ever grew in my vital organs so I was able to get along with my usual life,” tells George, who continued his involvement with Townsville Road Runners throughout this time. “Then, early last year a tumor parked itself on my spine and my doctors told me if I didn’t have the treatment I would end up in a wheelchair,” continues George. “Eight rounds of chemotherapy later, and I was very weak. And now, one year later and my hair’s grown back, I’ve put weight back on,” says George, whose involvement in Road Runners is now social only due to the physical damage of chemo. When the contentious topic of fast food restaurant marketing and community health is raised, George is noticeably frustrated. “Look around this restaurant,” instructs George, glancing around The Lakes outlet at 9am on an ordinary

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Thursday. The restaurant is busy – the playground is buzzing, the restaurant is about 70% filled and McCafe has its regular swarm of morning caffeine seekers. “You look around this restaurant right now and you see all ages, all sizes, a genuine representation of ‘regular’ people My customers are not just children, are not just obese, my customers are normal, everyday people. We have customers who have been coming to this McDonald’s since day one and aren’t overweight at all.” George is spot on – not one person in the restaurant that morning appeared obese. “I think kids just feel comfortable here; they can make a mess and it doesn’t matter because we clean it up, we have a playground, which most restaurants don’t, and kids just like the experience because there’s no formality to it.” Basically, it boils down to McDonald’s consistency, affordability, accessibility (most of George’s outlets operate 24–hours and The Lakes is open Christmas Day) and little extras like a playground and full-time cleaning staff that have allowed the golden arch empire to grow, both locally and globally. It’s a formula that works around the world. George knows the importance of taking time out to enjoy family and life in general. “We all have a use by date, and sometimes we need to look in the mirror and realise when our time is up, and it’s time to step back.” With his involvement in Townsville Crocodiles, Rotary, Salvation Army, Ronald McDonald House and other organisations across Townsville, it’s almost certain that when George does take that step back, it will be to take on a new challenge. •

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FRANCHISE FOCUS

franchise f cus Name Astrid Orne-gliemann Current position Franchisee Company Gelatissimo

How many years have you been a part of this franchise? We turned 1 on the 31st October 2011!

What attracted you to this particular franchise? It started as a dream of mine… Five years ago I travelled to Germany with my mother and uncle who used to take me out for gelato in Germany when I was a young girl. He took me to a Gelateria in Werne, I sat there eating my gelato and said to my Mum “Wow, Townsville needs something exciting like this Mum“. Then, 3 years later, I opened the Townsville bulletin and saw an advertisement about Gelatissimo looking for a franchise in Townsville.

What would you say the advantages are of joining a franchise as opposed to starting a business outright? Brand Recognition, Customer Loyalty, Marketing Support, Business Support, Training, Ongoing Product Development and Reduced Risk.

Is there flexibility in the operations of the business? As a franchisee we must follow our franchisor’s guidelines following all elements of the franchise system. This is necessary so that our franchisor can offer consistency across the brand, also a benefit to the consumer who can expect comparable quality products or services no matter which Gelatissimo store they visit anywhere in the world.

What are some achievements/accolades you have attained? We received an award at this year’s Gelatissimo franchise forum for “Best Local Store Marketer”, only 9 months after our store opening. I think another huge achievement of mine worth mentioning, is being in business and working everyday with my husband of 27 years!

Do you have flexibility in your pricing structures, self-marketing, etc.? Retail pricing is recommended to fall into one of two pricing levels in the interest of achieving consistency across the group.

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Do you regularly meet with other franchisee’s/head office for discussions on the brand going forward, etc? We are offered the opportunity to discuss any operational or marketing issues with Gelatissimo Head Office at anytime. Head Office members visit our store regularly. Twice a year we are also invited to attend a Franchisee Forum where we discuss marketing plans, sales performance and operational issues with the Head Office Team.

What is something interesting about the brand that not many people would know? Gelatissimo began as a small family business producing gelato over 20 years ago and has grown to now operate in 7 countries in 40 locations across Australia, Singapore, Malaysia, Indonesia, The Philippines, Kuwait and Italy. The Florence store was a very interesting opening as it marks Gelatissimo’s first venture into the European market and is particularly interesting, given that Florence provided the original inspiration for the concept first launched by Gelatissimo in Sydney in 2002. Each Gelatissimo store recaptures the Florence gelato experience, incorporating Italian music and decor and most importantly freshly made artisan gelato, into an authentic Italian experience. Gelatissimo gelato includes the finest ingredients, some of which are imported from Italy and some, like the fruit in its signature Mango sorbet, home grown.

What was the process for franchisee application like? It was actually a very straight forward process. The management team from Gelatissimo head office helped to make the process very smooth and easy.

What advice would you give someone considering purchasing into a franchise? Believe in the product you sell and be prepared to give the business 24/7 commitment. Stick to the guidelines of the franchise as those guidelines are the reason why you chose to go with it. The most important thing is to have a loving and supportive family around you. •

JUPITERS TOWNSVILLE

the festive season - a chance for all businesses to celebrate By JEFF WEBSTER / SALES EXECUTIVE, CONFERENCE & EVENTS / JUPITERS TOWNSVILLE

The festive season is upon us and you know what that means - it’s time to start thinking about creating this year’s plum pudding, dust off the Christmas stockings and remember where you stored the Christmas tree. And of course, it’s Christmas party season!

businesses (say, 10 staff members or less), however, that Christmas parties just don’t make sense when you have such a small team. Some say they’re lame, boring – just not quite what your ‘typical office Christmas parties’ should feel like.

Christmas parties are a great chance for organisations to put down the tools, kick back and relax. This is the time for you to enjoy a well-deserved break, reflect on the success and challenges of the year that was and re-motivate for the coming year. It’s also a chance for the whole team to come together and strengthen relationships in a social setting – no matter how big or small.

I couldn’t disagree more.

But, depending on morale, these events can be dreadful occasions where staff moan about how cheap the business owner is, or they can be motivating activities that end the year on a positive note, celebrating the achievements of the team.

Giant Christmas Parties are a great opportunity to not only meet like-minded people but it’s also a great networking tool for you and your business. You can even start your own version where you book a decent sized venue, get all your small business clients together, and throw a big party. There’s definitely no need to skip the festivities altogether and have your staff feeling left out. •

There is a common perception out there among small

Over 15 years ago, the concept of Giant Christmas Parties was introduced for that prime reason and it’s amazing to see how many businesses in Townsville that have taken up the idea. Giant Christmas Parties is a concept that gathers lots of small businesses together for one big party!

Celebrate THIS FESTIVE SEASON

AT JUPITERS GIANT CHRISTMAS PARTIES

CHRISTMAS DAY FESTIVITIES

NEW YEARS EVE

Includes buffet dinner, 5 hour beverage package, Christmas fanfare, and live entertainment.

Enjoy a delicious buffet meal with all the Christmas trimmings

Includes a 3 course plated dinner, 5 hour beverage package, entertainment by Attori and more!

SATURDAY 3 DECEMBER FRIDAY 9 DECEMBER SATURDAY 10 DECEMBER

AQUA BREAKFAST GRAND BALLROOM LUNCH AQUA LUNCH AQUA DINNER

GRAND BALLROOM 8.00PM - 1.00AM $140 per person

FOR BOOKINGS PHONE JUPITERS FESTIVE SEASON COORDINATOR ON 4722 2333 during business hours. Guests must be 18 years of age and over to attend Giant Christmas Parties and New Years Eve Ball. Jupiters practises the responsible service of alcohol.

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15 MINUTES Scott Pape doesn’t exactly fit the mould of a financial advisor, but what sets Scott apart is not just his youth, his boyish good looks, his uniform of jeans and rolled up sleeves, or the fact that despite his financial success he still drives a beat-up old ute, but it is his intolerance for the word ‘budget’ and his belief that indulging in your daily latte won’t send you broke. “Most money management advice seems to spruik the same little gem of advice,” explains Scott, ‘don’t do this, don’t do that, don’t ever buy a latte so that when you’re 86 you will have enough money to finally buy that latte, but by then you probably won’t be able to taste it’. It sounds ridiculous – who wants to live like that?”

15 minutes with...

scott

pape He may look more like Jamie Oliver than a financial advisor, but money-man Scott Pape, also known as The Barefoot Investor, has spent the past decade treading his own path in the financial world and is working hard to put a little mojo into the industry.

By RACHEL LICCIARDELLO

Under his business name, The Barefoot Investor, 32-year-old Scott wears many hats – financial advisor, commentator, best selling author, syndicated columnist and radio host, television presenter, keynote speaker and entrepreneur – but no matter which hat he wears, his one goal is to help regular people find financial freedom. “You don’t need to be ‘smart’ to manage money,” says Scott, “you don’t need to be great with numbers, you don’t need a university degree or fancy letters after your name, none of that shit matters. You just need a strategy.” As a boy from the bush, growing up in Ouyen in rural Victoria, Scott admits he has always nurtured an interest in money. At the age of eight, Scott’s father paid him for helping out at the Ouyen annual show, in rural Victoria, with a single BHP share. “I remember dad saying to me, ‘You now own a piece of the country’s biggest mining company’,” he shares. That experience resonated with Scott, who then went on to become a stockbroker for EL & C Baillieu in Melbourne before creating The Barefoot Investor. “I was in my early 20s, working at the stock exchange [after graduating from La Trobe University with a Bachelor in Business], but I looked more like a boyband member than a stockbroker,” recalls Scott. “It was actually difficult to give out my business cards because I didn’t have gray hair and I didn’t look like a stockbroker,” tells Scott. “I was at a party in Sydney, around the time of the first series of The Block, surrounded by young professionals talking about how they will never be able to afford a house,” tells Scott. “That sounded ludicrous to me. I realised then that I should be targeting financial advice to young people – people like me.” After thousands of money conversations with Aussies of all shapes, sizes and bank balances, Scott says the one shared trait is that most people just don’t know where to start when it comes to creating wealth, investing or even just managing their debt. “When I first started my business, there was no roadmap and so I created one. And that’s how my radio show and then my book, The Barefoot Investor came about.” Scott’s bestselling book, which was first published in 2004, lists six steps for financial freedom and launched a promising career. Scott is now resident money man for Channel Ten’s The 7pm Project, presents his own finance TV show The Barefoot Investor for Channel 10 and CNBC and is a regular guest on Triple M and ABC Radio. He travels Australia speaking about finance and writes a syndicated column that appears numerous major News Limited newspapers. While Scott’s success is due to his many attributes – his intelligence, his honesty, his fearlessness of pissing off real estate agents, financial advisors, stockbrokers, bankers, anyone really – it is his fresh approach to financial advice that has really driven his profile, which now borders on celebrity. He delivers streetwise strategies, jargon-free, and makes money cool. “Financial freedom is about having an ace up your sleeve in case something happens, having some savings, or what I call ‘mojo money’,” explains Scott. “Initially, my book’s first step was to create a Get F@#*ed account, but my editor said I looked too much like Jamie Oliver to write that so I changed it to scrounging together some Mojo Money,” he says. “By giving phraseology to the steps it gives people something to grab onto, it’s a label to help understand the reasoning behind the advice.” While Scott’s audience has grown from under-35s to anyone who has any money, his focus remains the same. “Making money isn’t about being a wanker, driving a flash car and looking down on people, being wealthy is about accumulating freedom, not money,” he says. “Money doesn’t buy happiness, it enables freedom.” •

15 MINUTES

thebarefootsteps 1. get some mojo Place at least $2,000 into a high-interest online savings account that’s in your name only.

2. turbocharge your take home Instead of restricting yourself with a budget, earn more money. Get a second job, sell stuff you don’t use, start an internet business on the side, ask your boss for a raise, be conscious of where you spend your money.

3. domino your debts Write a list of all of your debts from parking fines to mortgages. Attack them one by one, starting with the smallest and then move on to the next.

4. fill your buckets Write a list of your short and long term goals (home deposit, mortgage, holiday, whatever) and set up a high-interest online saving account for each goal. These accounts are ‘buckets’. Then, work out how much you will need for each, and when, and work backwards to arrive at a weekly/fortnightly/monthly amount that you can deposit each payday.

5. get the banker off your back! If you own your own home early enough you have a good chance of becoming a multi-millionaire. Shop around for a lower interest rate, and ramp up your repayments. Making extra payments now – no matter how small – has a compounding effect that will get the bank off your back sooner.

6. tread your own path Money doesn’t make you happy, choice does. Once you have paid off your mortgage, keep making your payments but into your superannuation fund as extra contributions. Super is the best (legal) tax dodge going around so max out your super contribution limits each year into a low-cost, broadly diversified fund. Then also add some solid high-yielding investments to your portfolio through a listed investment company. • successbusinessmag.com.au

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PARRY NISSAN

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# 4.9% pa comparison rate for all vehicles across Nissan range excluding GTR, Patrol CC and Navara. Finance available to approved applicants of Nissan Financial Services Australian Pty Ltd (ABN 70130046794) for 36 months; terms and conditions apply. Applications must be received by 31/12/2011 and vehicles must be delivered by 31/12/2011. Comparison rate is based on a 5 year secured loan of $30,000. WARNING: This comparison rate is true only for the example given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate. Available at participating dealers only. Nissan reserves its rights to withdraw vary or extend this offer. Excludes Government, Rental & Large Fleet Buyers.

BITS & GADGETS

Mac mini - Priced from $699 The latest dual-core Intel Core i5 processors come standard on Mac mini. Choose a 2.3GHz or 2.5GHz dual-core Intel Core i5, or configure Mac mini with an even faster 2.7GHz Intel Core i7. With up to 2x the performance of the previous generation, Mac mini keeps up with computers twice its size. When you’re using processor-intensive applications, Turbo Boost 2.0 increases the clock speed up to 3.4GHz. HyperThreading lets each core run two threads, so OS X multitasks even more efficiently. And an integrated memory controller connects fast 1333MHz memory directly to the processor, so it gets right to work on your data. In short, Mac mini is a little box of vroom. Plug your own display, keyboard and mouse into Mac mini. Turn it on. And just like that, everything works together. That’s one of the great things about Mac mini. You can mix and match it with almost anything.

Canon EOS 550D Digital SLR Camera - RRP $1199 The Canon EOS 550D is the perfect camera for those looking to enter the creative world of DSLR photography. With intuitive technology, anyone can capture breathtaking images that truly inspire everyone around you. The EOS 550D is the perfect stepping stone for those wishing to take their photography further. It also allows you to record incredible movies in FULL HD (1920 x 1080p) utilising full manual controls for extra creativity. The twin lens kit ads that extra versatility of being able to capture images close up or from afar.

bits

gadgets

Visit us online at www.thegoodguys.com.au or phone 07 4755 0300

PRESENTED BY TROY WILLIAMS - THE GOOD GUYS

Olimpia Splendid Cooling Portable Air Conditioner - Priced from $649 If you are desperate to cool your office or home this summer but don’t have the facility to install a built in air conditioner, then a portable air conditioner is the answer. The Noirot Portable Air Conditioner is sleek and elegant with great efficiency and reduced consumption. Extremely quiet and highly efficient, it is the perfect cooling solution for the office or bedroom. Noirot portable air conditioners produce more even room cooling due to the better circulation provided by the unique air flow pattern. Noirot Portable air conditioners are easy to set up and install and for your peace of mind, they come with a 3 year replacement warranty.

i-Tall Boy Audio iPod Dock - RRP $199 The TEAC ITB400 iPod Dock features a great 2.1 Channel Audio System with a power output of 15W x2. While the product may look like an individual speaker, inside are two full range speakers and an inbuilt subwoofer which adds an additional 30 watts of power, allowing listeners to get incredible stereo sound and great bass. The music system accepts – and charges – all dockable iPods, provides an FM tuner with presets for storing your favourite radio stations, and offers an auxiliary input for connecting a DVD player, CD player or TV. A remote control allows navigation of all iPod functions and, with the help of bass and treble controls, can be employed to tailor sound to individual levels.

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INTERBRAND

TOP 100

by Interbrand

Interbrand commenced in 1974, when the world still thought of brands as another term for a logo. Interbrand has been a key stakeholder in changing the worlds view on branding and brand management by creating and managing brands as a valuable business asset. Each year, Interbrand values the worldâ&#x20AC;&#x2122;s Top 100 brands. The release of their Top 100 brand list is one of the most anticipated announcements in the industry. Here you will find marketeers representing global brands taking the results very seriously. Most companies believe they have the best brand, because every resource they have is invested in it. Interbrand takes the time to judge each leading brand on the basis of creativity, innovation and ability to allow us to do things we never thought possible. The brands featured in the Top 100 have literally, changed the world. â&#x20AC;˘

Featured here is a snapshot of the top 28 brands. Clearly no surprises, but our hats must go off to the team at Coca-Cola, claiming the top spot for the twelfth consecutive year running. For more information, visit www.interbrand.com.

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MOORE STEPHENS

avoiding the tax audit expense By TROY POPHAM / PRINCIPAL / MOORE STEPHENS

The Australian Taxation Office (ATO) over the past 5 years has dramatically increased its audits and reviews of Individuals, Trusts, Businesses and Self Managed Superannuation funds. The reasons for this increased focus on random auditing programs primarily relates to the changes in our taxation system over the past two decades with a greater emphasis on self assessment. Other Agencies are following suit and State Revenue and Worker Compensation Authorities in most states have been extremely enthusiastic in pursuing their own random auditing programs. The numbers of audits and enquiries are certainly increasing and, whilst the ATO especially has some favourite targets, it appears no particular individual or industry is immune. Our broker Quattro Insurance which provides our specialist Tax & Government Audit insurance policy, report claims for audits of individual returns (generally around work related expenses) have increased four-fold over the past twelve months. Wealthy individuals will also come under closer scrutiny. The creation of an upgraded phoenix database by the tax office allows the cross referencing of information reported in tax returns against at least 500 million transactions provided by third parties. The ATO will contact more than 400,000 tax payers who have apparent discrepancies in the information reported under the 2011/2012 compliance program. Self Managed Super Funds are starting to feel the heat with claims for reviews and investigations tripling in the same period. In a recent speech, the ATO Assistant Commissioner, Stuart Forsyth, highlighted the compliance activities the ATO are currently undertaking. Mr Forsyth said that the ATO’s current compliance activities focus on auditor/actuary contravention, related-party investments and breaches of the 5% in-house asset limit.

Moore Audit Protection “Tax and Government Audit Insurance”

Tax commissioner Michael D’Ascenzo has released the ATO 2011/2012 compliance program which he has said was aimed at creating “A level playing field for companies.” The compliance program will involve an increase from 16,000 to 20,000 in audits directed at businesses with a turnover under $2 Million. The mistake many make is assuming either they or their accountant has done something wrong in order to attract the attention of the ATO. Whilst there is in most cases an event or condition which has triggered the review in the first place, Quattro reports that in more than 65% of claims, the adjustments ultimately made to returns are negligible. MSQ has established a tax and government insurance audit policy directly through Calliden Insurance to assist businesses / clients to cope with this increased unpredictable ATO activity. The policy will cover any time and dispersements incurred in responding to an audit or review for covered clients. Fundamentally, rather than us invoicing the clients for any work done in responding to a tax audit, MSQ invoices the insurer In addition, the policy will also cover costs for specialist support including legal fees in the event of a legal challenge. The policy is an “opt in” policy – consequently as our clients or in fact new clients agree to participate in this service they pay a designated fee and are then added to the policy which covers them from the date of payment. Due to the growing burden of audit costs MSQ has worked with Calliden insurance to provide a business solution via this insurance policy to cover the risk of this increased federal and state compliance activity. The solution offers a cost effective answer for what is becoming a more regular occurrence. •

Contact Us Moore Stephens Queensland Level 2, 21 Stokes Street, Townsville P: (07) 4796 9999 E: townsville@moorestephens.com.au

An independent member of Moore Stephens International Limited - members in principal cities throughout the world. *Liability limited by a scheme approved under Professionals Standards Legislation

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abc

ADef G C b j

himK L o Qr

‘s

~ Wanda Hope Carter

to success.

a b c d e f g h i j k TMF ad l m

= Avoid negative sources, people, places, things, and habits = Believe in yourself

= Consider things from every angle = Don’t give up and don’t give in = Enjoy life today, yesterday is gone, and tomorrow may never come = Family and friends are hidden treasures, seek them and enjoy their riches = Give more than you planned to = Have courage to do what needs to be done and consideration for others feelings = Ignore those who try to discourage you = Just do it! = Keep trying no matter how hard it seems, it will get easier = Love yourself first and most = Make it happen

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n o p q r s t u v w x y z

= Never lie, cheat or steal, always strike a fair deal = Open your eyes and see things as they really are = Practice makes perfect = Quitters never win and winners never quit = Read, study and learn about everything important in your life = Stop procrastinating = Take control of your own destiny = Understand yourself in order to better understand others = Visualize it = Want it more than anything = Excelerate your efforts = You are unique of all God’s creations, nothing can replace YOU! = Zero in on your target and go for it!

ON THE RISE

rise

on the

Name Scott Ferguson Current position Sales Department Place of work Parry Nissan / Suzuki / Renault Townsville.

When did you join the company and in what capacity?

What are your business/professional goals?

December, 2006. Eighteen years of age.

I’d like to be able to help out Parry Nissan as best I can to ensure that the company continues to be a success.

Describe a typical day for you. My typical day consists of working with management in making sure the rest of the team can always work to the best of their ability. Not only this, but handling my own customers, prospecting for new business and being certain that our displays are always in a presentable manner.

If you weren’t doing what you are doing now, what line of work do you think you would be in?

What business-related values do you operate by?

What are the advantages of being a young person in business?

It’s fairly simple! Just treat people the way you would like to be treated. Not only this, if something is asked of you. Do it as quickly, and efficiently as possible.

What is the number one question customers/clients ask you? What’s your best price? I guess this is a fair question. We’re always willing to negotiate.

Who inspires you? Parry Nissan is very good in the way that they supply a trainer to the Sales Department and other various sections of the Dealership. Steve Wren is such a Trainer, and has been helping out Sales Teams for many years. I’m certain that without the help of Steve Wren, John Doolan (General Manager) and Matt Shine (Sales Manager) I wouldn’t be anywhere near where I am at today.

Whilst at high school I always had an interest in Architecture. Graphic design and complex drawing was something I always enjoyed.

The biggest advantage I find is the age factor, time is on our side. If you’re willing to put in the hard yards, you’ll reap the rewards for sure.

What are the challenges of being a young person in business? It’s a good feeling when you’ve helped others around you succeed. It doesn’t matter if it’s a customer or one of your peers. Job satisfaction is that feeling you get when everything comes together.

Do you currently use any local publications as external support and inspiration to your role?? Yes, keeping up with what’s going on around you is an important thing. I find that sources such as Nine MSN, Townsville Bulletin and the News keep me up to date with what I need to know. •

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MAGNITUDE FINANCIAL PLANNING

what should you expect from your financial planner? By DENNIS DI BARTOLO / DIRECTOR / MAGNITUDE FINANCIAL PLANNING material conflicts of interest.

How do you know you’re dealing with a professional? How should you be treated and what are the standards a professional adviser should abide by?

Principle 5: Professionalism - Act in a manner that demonstrates exemplary professional conduct. Professionalism requires behaving with dignity, showing respect and courtesy to clients and fellow professionals. It requires complying with appropriate rules, regulations and professional requirements.

The Financial Planning Association of Australia (FPA) has outlined 8 principles which all Financial Planners should follow as part of their Code of Ethics. Principle 1: Client First - Placing the client’s interest first is a hallmark of professionalism, requiring the financial planner to act honestly and not place personal and/or employer gain or advantage before the client’s interests.

Principle 6: Competence - Competence requires attaining and maintaining an adequate level of knowledge, skills and abilities in the provision of professional services. Competence requires the financial planner to make a continuing commitment to learning and professional improvement.

Principle 2: Integrity - Provide professional services with integrity. Integrity requires honesty and candour in all professional matters. Financial planners are placed in a position of trust by clients and the ultimate source of that trust is the financial planner’s personal integrity.

This information is current as at April 2011. Magnitude Financial Planners are authorised representatives of Magnitude. This information was prepared by Magnitude Group Pty Ltd ABN 54 086 266 202 AFSL 221557. This information does not take into account your personal objectives, financial situation or needs and so you should consider its appropriateness having regard to these factors before acting on it.

Principle 3: Objectivity - Objectively requires intellectual honesty and impartiality. Regardless of the services delivered or the capacity in which the financial planner functions, objectivity requires financial planners to ensure the integrity of their work, manage conflicts and exercise sound professional judgment. Principle 4: Fairness - To be fair and reasonable in all professional relationships, disclose and manage conflicts of interest. Fairness requires providing clients what they are due, owed or should expect from a professional relationship and includes honesty and disclosure of

Principle 7: Confidentiality - Confidentiality requires client information to be protected and maintained in such a manner that allows access only to those that are authorised. Principle 8: Diligence - Provide professional services diligently. This requires fulfilling professional commitments in a timely and thorough manner and taking due care in the planning, supervising and delivering professional services. So, when seeking advice, be sure your adviser is familiar with and abides by the code so you can be confident you’re dealing with a professional in our industry. •

What’s the value of Good advice? ask yourself in 20 years Providing advice in the following areas: • Financial Planning • Retirement Planning • Superannuation (including SMSF)

• Life and disability insurance advice • Mortgage Brokering • Investments

• Business Succession Planning • Estate Planning • Wealth Creation advice

Magnitude Financial Planning 263 Charters Towers Road Hermit Park QLD 4812 Phone Email Web

07 4753 5777 ddibartolo@magnitudefp.com.au smorris@magnitudefp.com.au www.altitude.magnitudefp.com.au

Dennis Di Bartolo MFinPlan, DipFP, MAICD

Sonia Morris DFS (FP)

Dennis Di Bartolo and Sonia Morris are authorised representatives of Magnitude Group ABN 54 086 266 202 ACL 221557 AFSL 221557 trading as Magnitude Financial Planning. This information does not take into account your personal objectives, financial situation or needs. It’s important for you to consider these matters before making any financial decision and we recommend you seek help from a financial adviser. M12748-0911sd

12748-0911sd Magnitude Hermit Park Press Ad.indd 1

19/09/11 4:31 PM

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NQAV

interactive white boards; revolutionising the office By KEVIN BOOTH / MANAGING DIRECTOR / NORTH QUEENSLAND AUDIO VISUAL Business technology today has evolved greatly in the last few years, and none so much as the Interactive White Board. The IWB is commonly thought of as a classroom tool, for students to play and learn in a fun environment, but they do have more functionality for use in other sectors than education. IWB’s are revolutionising the way we train, present and teach. Whilst still retaining the ability to capture and print material from the whiteboard, the interactive whiteboard’s features go above and beyond the scrolling electronic whiteboard. An interactive whiteboard connects to your PC via USB and the image is projected onto the whiteboard through a projector. The result is a powerful touch surface, allowing full control over your computer that is viewable from the audience. In addition, the IWB can be controlled from anywhere in the room by adding simple extras like a Bluetooth Control Tablet. Interactive whiteboards are becoming more commonly used in company training and board rooms. The surface also doubles as a projection screen which is great for conducting video conferences, providing colleagues from remote locations the opportunity to take part in a meeting that they could not attend in person. The interactive whiteboard also improves decision making in corporate environments. Anonymous or directed feedback and answers can be included throughout a presentation or

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meeting. These can be impromptu comments from your audience or responses to a survey keeping everyone engaged throughout the presentation. Presentations can include displays from Power Point, PDFs, Word, Excel, Internet - anything that can be displayed on your PC can be displayed and annotated, giving you endless opportunities to collaborate your data. Imagine having the ability to capture notes and contents of your discussions, while still accessing the internet and your existing computer network, editing it all in real time with your colleagues. All displayed information can then be saved for future use – including annotations and changes made. Another benefit of the interactive whiteboard in corporate environments is that it provides a means to involve all staff in company meetings. Facilitating regular staff meetings and displaying important company information in an engaging way staff feel included which promotes innovation and motivation. The greatest use of an IWB is within a presentation to your clientele. Engaging your existing and new clientele into your proposals offer a greater perspective of their desired outcomes and offers an edge over any of your competitors.•

AUSTRALIA’S BEST

Café2U

BLEND FOR

SUCCESS By TRACEY LEE GORDON

ince commencing operations 18 months ago, owner operators of Townsville’s Café2U franchise, Mark and Michelle Harper; and son Richard have built an outstanding reputation in the niche market of mobile cafe services. Earning Café2U’s Queensland Franchise of the Year 2010 after only nine months in business is testament to their hard work ethic - and calculated choice to partner with an Australian born, 100% Australian owned franchise which has become the world’s largest mobile coffee franchise. “Café2U has been a great brand to work with, it’s well known for consistent brews and high standards of quality. Our roast is specifically blended for Café2U and has won the bronze Golden Bean Award 2010, beating over 1,000 Asia Pacific entries. Our hot chocolate is signature to us as well. When we took on the franchise, we were trained by Australia’s World Barista Champion and barista judges at head office level, so we are actually barista’s – not just a coffee shop on wheels. Café2U provides fantastic support to assist its franchisees in maintaining a good business model and top quality; including HACCP Accreditation. HACCP is part of an active food safety program

that provides the public with a high degree of comfort that food safety is being taken seriously and is being well managed. We are currently the only HACCP accredited mobile cafe vendor in the region. So we’ve got the best tools to work with, but accountability for success ultimately lies with the owner, not the brand and that means working hard and being committed to high standards. We penned a mission statement on our whiteboard at home, when we first started “To deliver the cafe experience anywhere it’s needed. That means the best espresso coffee and snacks anywhere, anytime” and that’s been the foundation to our success. Michelle and I really pride ourselves on the fact that our customers are always commenting on the consistency of our taste and our high standard of cleanliness.” It’s a 6am start, seven days a week and Mark and Michelle rotate shifts. “We work 7 days a week by choice; and operate as a mobile service on day to day basis - but also work at events at the Cowboys Stadium, touch football and hockey around town. We support non for profit events and work with mums or other community members who supply home baked snacks for fundraising.

It’s a good way for us to help the community. We don’t service the city area, but we do cover the rest of Townsville and we’re regularly asked how many vans we operate. Most people think we have a couple on the road because we seem to be everywhere. There’s certainly room to consider putting another one on soon. You’ve got to work hard to make a success of things, but if you enjoy what you do, then it doesn’t feel like work at all. After exiting from a corporate career, I find this is a lot more enjoyable and a lot less stressful. I love going to work, I get to meet lots of people across all industry’s and generally local business is pleased we deliver because staff aren’t heading out the door to go and buy coffee. I like to think we contribute to increased productively.” he laughs. “Our goal was to own and operate a successful business that was small enough to be manageable and still allow us time at home. I hope that we’ve set a goal post for anyone thinking about working for themselves – you can be successful if you’re prepared to put the time and effort in.” •

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Retail Highlight B

RW together with AMP Shopping Centres have completed a Business of Retail report for 2011 and we are pleased to publish their findings. This enlightening report will have us questioning our own shopping habits and possibly make us think twice before we buy. The Business of Retail report was the first of its kind undertaken and had almost 300 retailers take part in an online survey conducted by Financial Review Business Intelligence and was hosted by BRW Magazine. Participants in the study consisted of retail store managers, business owners and senior management in Australiaâ&#x20AC;&#x2122;s retail sector. Responses were gathered from all states and territories throughout Australia and a good mix between those operating their business both within shopping centres and outside shopping centres was represented. Retailers experienced a tough time throughout the Global Financial Crisis now directly affecting the industry over the past 2 years. Retailers by nature are typically cautious, but the GFC amplified their concerns for the immediate future and they now tread with caution. However, most retailers have adopted a positive opinion on the conditions within their industry leading into the next three years, which lends a sigh of relief as we wait in hope for the Australian economy to become more robust. When retailers were surveyed about strategic business goals for the year ahead, more than a third stated that either maintaining or growing sales, profit and market share was their first priority. Cost savings through back-office tasks took second place and staffing issues came in third. Retailers recognise the importance of great staff to drive a great customer service experience and bring people back into stores. However, sourcing and retaining suitable employees is nominated as one of the worries for Australian retailers. â&#x20AC;˘

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Source: Australian Bureau of Statistics and IBIS World

44 9% .

of retailers say that customers don’t expect to pay RRP

etailer sentiment regarding customers increasing expectation of sales and discounts is also taking its effect on the industry. Some retailers have felt like they are operating in a country outside Australia, where bartering techniques and aggressive haggling is not an uncommon experience for a retailer in main stream stores. Bowing to the pressure, some retailers have introduced more sale periods and are discounting their products beyond previous sales thresholds. Retailing in this century has bought with it many challenges most that can be overcome with the employment of new strategies. We hope the release of the findings in the Business of Retail report offer retailers an opportunity to gain valuable insight into the plans and tools that will be employed by their peers, and perhaps adapt them to their own business. More information can be sourced by searching for The Business of Report 2011 online.

Permanent sales season Key findings; • • •

Many customers no longer expect to pay full price and may haggle on prices. Some shoppers are developing a cynicism about the genuine nature of discounts and sales. Retailers should look to focus on customer service and other strategies to combat price competition.

The impact of online Key findings; • • •

Online spending is currently small, but growing. For many purchases, real world interaction is still the best sales solution. Skilled staff is a key differentiator to bring the customer in-store.

For those retailers who have not yet incorporated the internet into their business, the rise of online sales poses a threat to their traditional stores. Secondly the threat of increased competition and the increase of cut throat marketing techniques, keeping the retailer wondering about their long term future.

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PRODUCT REVIEW

Samsung UA55d7000

SMARTTV

With an impressive pencil-thin bezel, measuring a miniscule 5mm across, and matching spider style stand, this TV is seriously good looking. The full benefit comes with wall mounting which makes the bezel almost disappear and the picture look like it is virtually floating. The TV itself is ultra slim, 50% thinner than last year’s models and all up this is one stunning looking television. Not just a pretty face, Samsung have packed this TV full of the features like 3D, heaps of picture adjustments, the Samsung Smart Hub for internet access including a web browser, and a clever remote that flips over to provide a full Qwerty keyboard for quick and simple access to all of the Smart Hub features. The Smart Hub has plenty of apps including Big Pond movies, NRL and AFL Game Analyser, Skype, Youtube, Facebook, and Twitter. As with other ‘Smart’ devices like ‘Smart Phones’ , it is expected that new apps will continue to be added.

Samsung have included a very cool web browser on the TV for surfing the internet, and the Smart Hub also permits streaming of files from other WiFi devices on your home network. The fully featured connectivity not only includes 4 HDMI inputs, PC input, USB, and analogue AV and composite inputs, but even built in WiFi, which is great to seamlessly integrate all of the new internet functionality with other WiFi capable devices like laptops and ‘Smart Phones’ that are typically already on existing home WiFi networks. Picture quality is outstanding. Blacks have never been better with the latest edge-lit LED backlighting technology and Samsung’s Hyper Real Engine picture engine delivering vibrant crystal clear HD images. All up, an elegant and stylish TV with uncompromised functionality. And yes – it picks up all the new digital channels. •

To find out more about the Samsung UA55D7000 Smart TV, check out www.thegoodguys.com.au or give the team at Troy Williams The Good Guys a call on 07 4755 0300.

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ADVANCE EMPLOYMENT

australia underperforming? By WENDY DOYLE / JOB DEVELOPMENT COORDINATOR / ADVANCE EMPLOYMENT

As part of the national mental health week celebrations in October, I attended a presentation by Helen Glover at The Pier Restaurant. During her speech, Helen shared with us some startling statistics; Australia has one of the world’s worst rates of employment participation (in developed countries) for people with a diagnosed mental illness. I wondered why this is and more importantly how can we turnthis around? I work every day with job seekers and employees who have experienced mental health concerns and with the appropriate encouragement and support, many of these clients are leading fulfilling lives and participating actively in the workforce. It is widely accepted that mental health issues affect 1 in 5 Australians in one way or another at some time in their lives. It doesn’t discriminate, it can affect anyone in any occupation and I have seen evidence of this here in North Queensland. People who are highly skilled with Masters degrees, trade qualifications or long term work experience can be affected by mental health issues. Many people are now working in their chosen profession here in North Queensland, whilst travelling the road to recovery. We are surrounded by so many success stories

and I can’t help but wonder why Australia is still underperforming in this area of employment participation? There are often perceived barriers associated with hiring people with a physical disability, intellectual disability or mental health illness. Helen Glover’s research shows these barriers often have nothing to do with job performance at all. By letting these perceived barriers govern your recruitment decisions, you may be overlooking a highly skilled individual. When recruiting new staff I urge you to consider the individual applying for the role, not the disability or illness. It is up to the business owners and managers of today to make a conscious choice and consider all skilled applicants throughout the recruitment process. Together we can turn these statistics around. There are employment agencies within Australia that assist job seekers with a physical or intellectual disability and job seekers with mental health issues attain and retain meaningful employment. Part of this assistance is working with employers to ensure they have the support they require to get the best from their staff. What are you waiting for? •

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JAMES SQUIRE

james squire lashes out with new flavour

Chuck Hahn / MASTER BREWER Malt Shovel Brewery

ith a passion for brewing unique, flavoursome beers, Chuck Hahn together with the brewers at the Malt Shovel Brewery have once again come up with another gem to add to the James Squire family of handcrafted beers – James Squire One Fifty Lashes Pale Ale. Previewed on tap in a handful of venues around the country, this permanent addition to the James Squire family is now available across the nation. James Squire Chief Brewer, Tony Jones said, “We had been looking to introduce a Pale Ale to the James Squire range for some time - it’s clear this style is popular with Australian drinkers. “Our brewers got together and experimented with a range of ingredients and different flavours before we came up with the final recipe for the seventh beer in our James Squire family.” “One Fifty Lashes is a refreshing Australian-style cloudy pale ale with restrained bitterness and a clean, smooth finish. It’s an easier-drinking

beer than others in the James Squire range and a familiar style that Australian beer drinkers will recognise. The use of malted wheat also adds to its refreshing character delivering a beer with a fruity nose and hints of passionfruit, grapefruit and citrus,” Tony said. James Squire One Fifty Lashes Pale Ale is poised to take advantage of the continued growth in the craft beer segment, the largest contributor to incremental growth in the Australian beer market over the past 12 months. “We’re tapping into a huge range of drinkers who are not only looking for beers with flavour but beers that have a story to tell,” said Tony. One Fifty Lashes Pale Ale will join the other six recently re-badged James Squire boutique beers which include Stow Away IPA, Jack of Spades Porter, The Chancer Golden Ale, Nine Tales Amber Ale, Sun Down Australian Lager and Four Wives Pilsener.

received a new brand name and illustrative icon, bringing to life the rich tapestry of stories of James Squire’s life as Australia’s first brewer. One Fifty Lashes Pale Ale is based on the true story of James Squire being discovered stealing ingredients from the stores to make the colony’s first batch of beer. The judge ordered 150 lashes... plus two barrels of ale! Chuck Hahn, James Squire Master Brewer and founder of the Malt Shovel Brewery, says the new brew is definitely worthy of the James Squire name. “One Fifty Lashes Pale Ale matches the high quality benchmark set by the existing James Squire beers with its own unique flavour and character, “That’s why we’re making it a permanent addition,” added Chuck. So when you are next looking for a refreshing beverage, sample a James Squire One Fifty Lashes Pale Ale. •

Earlier in the year, each James Squire beer

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SOUTHERN CROSS AUSTEREO

Customers buy benefits By CLINT CORBETT / GENERAL MANAGER / SOUTHERN CROSS AUSTEREO As General Manager, Clint is responsible for the following television and radio stations; 4TOFM, HOTFM, Southern Cross Ten, Eleven and ONEHD.

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ometimes, one of the most difficult things to teach beginning sales professionals (or sometimes even more senior sales professionals) is the difference between features and benefits.

about features is: Nobody cares! Your customers are buying benefits. They are saying to themselves; “What’s in it for me?”

All too frequently, salespeople list their product or service features, without articulating how those features will ultimately benefit that prospect or customer. Unfortunately, your prospects or customers are not always able to make that leap for themselves. And when they do not see the benefit, they do not buy. So, what is the difference between features and benefits? How do you articulate that difference? Product or service features are facts - they are just there. There is no real value or judgment attached to them. They simply exist. For example, the product is blue; it’s a certain size or shape. Another example: The store is open 24 hours. The most important thing you want to remember

Here is an easy way to identify benefits: •

Make a list of all of the facts or features of your product or service. Don’t think about it, evaluate it or judge it. Just list them.

•

Once you have that list, go through the list item by item, putting yourself in your prospect’s shoes. Say to yourself (as your prospect), “What’s in it for me?”

•

Then, write down the answer. Once you have done that, you should have a compelling list of customer-centered benefits. Once you have that list of benefits, it will be easy to make your prospects and customers understand what’s in it for them.

“What will this do for me?” “What will this do for my company?” “How will this affect my bottom line?” “How will this affect my employees?” “How will this affect customer relations?” People buy for their own reasons, not for yours. And people buy because they believe that the product or service will get them what they want. And what they really want is a Big Benefit. Customers and clients want what they want; not what you think they may want or should want. They have their own reasons for buying. You may have to help them identify those reasons, but they will be theirs, not yours. •

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Shelley FROM THE Block

She is the effervescent blonde-haired, blue-eyed telly presenter who has charmed ourTV screens for more than a decade. And while her job seems all lights, cameras, glamour, glitz, travel and red carpets, ShelleyCraftrevealstoSuccessBusinessMagazinejusthowmuchbehind-the-scenesworkisinvolved in operating ‘Shelley Craft, the Brand’ This interview was made possible by

By RACHEL LICCIARDELLO Photography by Skye Millard

What is your advice to other small business owners, or people considering starting a business? As a business owner, you take a lot of risks, take chances and you have to be prepared to fail. If you don’t, your business will never grow, and you’ll never grow, so you need to give it that opportunity.

Was TV presenting always your career goal? I wasn’t a star child, I didn’t do dance classes, but I spent a gap year working at Movie World lead to work experience at Channel 7 and then a career in TV. I learnt back of house workings before ever hosting, so I now have a respect for what everybody does and an understanding that the host is really the last link in a very long chain of people; and also the easiest person to replace. I love presenting, but I do understand that my part in the production is very minor!

How did the brand, the business, of Shelley Craft come about? I was 25, and thought to myself ‘what do I want to be when I grow up?’ Then I got to 30 and realised that this is what I do! It was then that I really embraced ‘Shelley the business, Shelley the brand’. I hired a manager, and I created my own business.

Tell us more about Zingari. I created Zingari so that I could go into companies with a clear idea of what I could offer them – as Shelley Craft the host, or the producer. Zingari Productions hires me to do the hosting roles that Zingari gets contracted for. But Zingari also gets contracted for TV commercials, TV shows, corporate videos, and it produces iPhone apps.

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Your married name is Sergiacomi and your maiden name is Iliff, so how did you come to the decision to keep your ex-husband’s name (Craft) for your work? It was a tricky decision, but my name was, and is, part of my brand. I kept my maiden name, Iliff, for three years past my first marriage because the producers of Saturday Disney didn’t think kids would like the change because I would become “their parents” if I was “Mrs Craft”. So it was only when I began work on The Great Outdoors that I switched to my married name of Craft. Since remarrying, I am Shelley Sergiacomi for everything, and Shelley Craft only when I’m presenting.

How large a team does it take to make Shelley Craft as a brand, work? My hubby Christian and I are the nucleus of our business, then there’s my manager Sean Anderson and I also have all of Channel Nine behind me. As far as Zingari goes, that’s me and my computer slogging my guts out 30-hours a day to make it happen. I would love to take on staff eventually but I’m a control freak so it’s often easier to do it myself… anyone who comes to work with me would have to get around me first!

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Your daughter Milla is one year old now – how do you find that balance between Shelley the brand and business and Shelley the mother? As a working mum, you just make it work. There aren’t many families who can afford one working parent these days. When we are at home, Milla potters in and out, of our home office. It can be distracting, but I wouldn’t have it any other way. When we are away for work, we move the whole family. The Block demands a three-month filming period, so we relocate for that entire three months. But wherever we go we always have a nanny or a nonna to help us.

What are you working on right now? For me as a presenter, the 2012 series of The Block begins filming from October 2011 in Melbourne again, and Australia’s Funniest Home Videos is filmed weekly so that’s an ongoing job. But for Zingari Productions, we launched two new iPhone apps in September; Hanger Nation and The Builder App. These are really my two loves – fashion and renovation. We are also working on a couple of pilots for reality television in the US. One is called Live Like a King, which follows a Byron Bay family, and is similar to US hits Life of Ryan. This particular family’s 10-year-old son is a sponsored surfer, and he will go far. They are a fabulous family. •

H SHELLEY ON T

E BOX

r build an has helped he -screen career on r ea -y 15 Shelley Craft’s roles t of television impressive lis ; 2005; 2009 – 1996—2002 Disney – Host ay rd tu Sa 02 • – 20 cs – Reporter 02—2007 Winter Olympi • Presenter – 20 – s or do ut O at re G e Th 04 — 02 • el reporter – 20 07 Sunrise – Trav • rter – 2002— po Re – p Cu Melbourne • -host - 2006 Co – n ai m present Do Host – 2008— Carols In The • me Videos – Ho st ie nn Fu Australia’s 08—present • – Co-host – 20 08—09 Domestic Blitz als – Host – 20 riv • Ar et Carp d Re ds ar Logie Aw • enter – 2008 For You – Pres What’s Good • enter – 2009 es Pr Today – Fill-in nd ke ee W • r – 2009 m – Presente Money for Ja • 11 20 – esenter The Block – Pr •

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5 STAR

5experience

A -STAR

By ROXANNE GREY

was recently invited to attend the showcase of function opportunities at Dairy Farmers Stadium and wondered, what standard of event could really be held at the venue? But I thought I better do the right thing and go along and said to the babysitter as my husband and I left for the evening “We’ll only be an hour or so, I’ve seen it all before.” I’ve been privileged to attend corporate functions interstate and internationally and have enjoyed some of the best the industry has to offer, and some of the worst. The majority of corporate functions I’ve attended have had very nice food, lovely theming, a mix of formalities and some entertainment. This is a standard recipe for an enjoyable experience. The challenge is differentiating your function from last years, from the one down the road and the one on next month. The team at Dairy Farmers Stadium has found many alternative solutions to this challenge and I couldn’t have been more wrong with my flippant comment to the babysitter. Before the end of my first drink I was on the phone texting my babysitter to let her know I wouldn’t be home within the time I originally specified. The showcase of options that Spotless Manager, Phil and his team had put together was some of the best I’ve ever seen. The stadium offers so many areas for functions of all sizes. We’ve seen the playing field set up for a

Cowboys game, a motorbike track and of course for Sir Elton, but I had never seen it set up for a corporate function or a wedding! I must admit the Hollywood style red carpet with celebrity lighting and live video of us up on the big screen upon entry did make me feel like signing autographs. We spent the evening being ushered from one function area to the next with spectacular decorations, delightful cuisine and perfectly matched drinks. The musical entertainment and continuous pleasant surprises made it an evening I will never forget. I spoke to a few of Townsville’s who’s who to seek their feedback on the evening. Everyone agreed the standard of professionalism far exceeded all expectations and most of us had no idea the stadium could offer so many function opportunities. When I returned to Earth, I realised the true extent of what I had been honoured to experience. In one evening, the team at Spotless and their event partners managed to re-shape the functions landscape in Townsville. Next time I’m asked to coordinate an event, dinner or function for a client who wants to impress their guests, I will certainly be contacting Phil to turn it on once again. •

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STANDARDS SET IN STONE By TRACEY LEE GORDON Photography by Skye Millard

ownsville Stone is a premier supplier of stone bench tops to the residential building and cabinetry industries in the North West. Established in 2010 by business partners Mark Sanker and Mal Crumpler, the business has experienced steady growth in the past 12 months, servicing Tully to Mt. Isa. Heavily involved in the Stockland North Shore project, Townsville Stone supplied stone bench tops to approximately 75% of display homes; and to a staggering 80% of 2011 Master Builders Association recipients. The business concept was developed when Mal and Mark worked together on a string of projects over a 15 month period in their own separate businesses. Sharing similar views on stone masonry product and service quality, it seemed logical that they pool resources and open a point of difference business that specialised in stone bench top production and installation. “Stone masonry usually encompasses stone benchtop production and monumental stone - which is production of head stones and the like. We decided to focus purely on residential bench tops - which is unique in the North West.” Mark says. “We custom make, install and work with clients and builders to support cabinetry design as well. Our joint vision was to become credible suppliers of quality products and quality services. Stone is a high value product and high quality is an expectation of all of our clients. We work inside a competitive pricing model; but we don’t reduce prices just to win a job; because price cutting ultimately impacts quality and we just won’t cut corners. Any successful business is underpinned by lots of hard work. You’ve got to be proactive in promotion of your business and you’ll see results – and by

promotion, I don’t mean marketing, it’s building a good reputation by delivering great quality on time and being available for after sales service when it’s needed. Word of mouth is the best form of promotion and we consistently receive referrals from the market. We’ve invested heavily in our production facilities as well, so we’re employing a quality approach across the board. We work with marble, granite and engineered stone and keep a wide range of large sheet samples in store. The variation in marble and granite between a small and a large sheet can be huge, so clients need to view full sheets. Engineered stone on the other hand is still a natural composite, but it’s uniform in look so smaller samples work for selection and sheets are ordered specifically. Business structure is also very important. Our business is a partnership and partnerships can often fail due to a lack of boundaries, or a lack of respect for boundaries. Mal runs the production area of the business, while I manage administration, scheduling and customer service side. It’s a good business model for us – it just works. We do what we both do and we do it well; and we both respect each other’s roles and input. Stone Masonry is a trade, but as with most trades it’s really a well developed skill set based on practical experience so similarly skilled people can be trained. Our people are our best asset and if we don’t employ good people, we won’t get a good job done. We don’t hide our employees; they all possess great customer service skills, so they can talk to clients and we’re confident that the best job is being done on site during consult and installation. The commitment of our people is continually reflected in our overall quality, customer feedback and the consistent level of business we receive through referral.” •

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FUN

word play See if you can find the correct meaning for each of our unique words and challenge yourself to use them in your next business meeting.

just for fun

1. Amarulence

5. HIRCULATION

a. Sense of calm

a. Cartoon comic from the early 1920’s

b. Accepting of someone

b. Process in the setting of plastic

c. Embarrassment

c. Disease of vines where they grow no fruit

d. Bitterness

d. Medical term for low circulation of the fingers

2. CRINOLINE

6. INDELIBLE

a. Type of glue made from silicon

a. Not able to be removed or erased

b. Metal wire used in telephone line transmission

b. To be impossible

c. Machine used for road marking

c. Condition where a person cannot speak above a whisper

d. A hooped skirt

d. Describes someone who can use their feet to write

3. Eddy

7. VERDURE

a. Common nickname for a person named Edward

a. Blueness

b. Swiftly revolving current of air

b. Greenness

c. Type of stitch used in crocheting

c. Yellowness

d. An innovative idea

d. Redness

4. GUILE

8. PERANTIQUE

a. Type of netting

a. Worth a lot of money

b. Craftiness

b. The first brand of chair that had wheels affixed to its legs

c. Someone who is overly competitive

c. Very antique / ancient

d. Chemical used in water purification

d. Acrobatic manoeuvre

Please turn to page 57 for answers.

Congratulations T Allan on winning the lunch for 4 people at Gregory’s Bites Café

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TOWNSVILLE PODIATRY CENTRE

can acupuncture help me? By DARREN BARCLAY / PODIATRIST / TOWNSVILLE PODIATRY CENTRE

Acupuncture originated 2,500 years ago as a component of traditional Chinese medicine. More recently, Western Medical Acupuncture (WMA) has evolved as a medical discipline and is largely based around the more accepted theory of Myofascial pain and trigger point therapy. Myofascial pain is thought to be responsible for approximately 80% of musculoskeletal pain. Trigger points are found in the same location in all people and approximately 70% of them are points identified and used in traditional Chinese acupuncture. A trigger point is a hypersensitive, palpable band or nodule within a muscle that refers pain to other areas of the body. For example, heel pain can be caused by trigger points in the soleus muscle (one of the calf muscles) and releasing these trigger points with acupuncture or ‘dry needling’ will often cause rapid and lasting relief of symptoms. When muscles have trigger points in them, they will not contract and relax in an efficient way, the muscle may have hypertrophied (got bigger) or hypotrophied (wasted) in response to biomechanical imbalance and chronic inflammation.

Acupuncture helps to ‘reset’ this poor muscle function as well as promote healing by increasing blood flow and nerve sensitization in the area, reducing pain. This effect is known as segmental analgesia. Inserting needles into the skin and muscle has also been shown to stimulate a part of the brain responsible for pain perception, leading to a reduced sensation of pain throughout the whole body, this is known as extrasegmental analgesia. Some Podiatrists are trained in the use of Acupuncture (also known as dry needling). Podiatrists using this technique needle trigger points and traditional points that have been found particularly effective for pain relief. Acupuncture is an excellent adjunct treatment for the management of many lower limb symptoms, particularly where pain has become chronic (lasting more than 3 months). Speak to your Podiatrist today about whether acupuncture would be helpful for you or your family. •

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Market diversification:

Explore Asia By James Cook University Prof (Joe) Zhang-Yue Zhou Director, AusAsia Business Studies Program

gj gardner

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f ever there was an auspicious time to discover how North Queensland can fit into a burgeoning Asian marketplace, it’s right now. Mineral resources might be our big-ticket export item but many more opportunities abound – in value-adding, new enterprises and the diversification and expansion of existing ones – for those with vision and enthusiasm, a talent for lateral thinking and a willingness to learn about potential markets through information gathering and sharing. At James Cook University’s AusAsia Business Studies Program, we are involved in joint research ventures such as looking at Chinese food consumption trends so we can project likely future scenarios. As China deals with an increasing shortage of arable land, real opportunities exist for us to tap into the emerging Chinese markets, particularly for land-intensive products such as beef, wheat, barley and wool. But that’s only the beginning. In terms of China’s demand for our food,

mineral and tourism resources, yesterday’s Japan will be tomorrow’s China. North Queensland is well positioned to benefit from China’s rising demand. Each year, the amount of food consumed in China is enormous. So far, China has managed to be largely self-sufficient in cereal and meats. But it imports a huge amount of soybean (55 million tonnes in 2010) and rapeseeds (57 million tonnes in 2010). Imports of maize for feed and dairy products are also on the increase. While China may manage to be largely self-sufficient in wheat and rice for food into the future, soon China is expected to resort to imports to meet its increasing demand for animal foods; either importing feed, live animals or livestock products. North Queensland has great potential to increase food supply to the Chinese market. So long as the Chinese economy continues to perform well, its strong demand for mineral resources will last for some years to come. The rich deposit of mineral resources in North Queensland is a real blessing to our region’s economy. •

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taking job training to

newdepths By TRACEY LEE GORDON Photography by Skye Millard

he CareFlight Group consists of four specialist divisions - Medical Services, Air Ambulance, Rescue and Training. Traditionally a not for profit organsiation which relied solely on donations, CareFlight branched out to an open market and in 2006 secured a national Defence Force Contract for Training Services. Here in Townsville, Helicopter Underwater Escape Training (HUET) is undertaken at Lavarack Barracks and CareFlight provides skilled training in support of the defence owned, fixed simulator equipment. Nigel Birkett, Townsville’s CareFlight Manager served over twenty three years in the military prior to his role with CareFlight. “In my position you really need to have a military background when training defence personal, it’s pretty important for defence liaison. I spent the last 12 years of my defence career in helicopter maintenance and I had to undertake helicopter underwater escape training as a part of the job. This course is Defence accredited through their own RTO and at this facility we train specifically to the Defence HUET Training Management plan. HUET is employed as a risk mitigator for personnel that fly over water in helicopters as a part of their duty. At Lavarack Barracks, it’s undertaken in a fixed facility which includes a simulator that is designed to represent multiple

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helicopter configurations found in the Australian Defence force including Blackhawk and Chinook and is conducted in a purpose built chlorine pool. The simulator hits the water at a fixed entry rate and is rolled underwater with roll speed controlled by an operator. The program is primarily geared to teach instinctive skills and entice immediate action to escape a helicopter if it goes down over water. There really isn’t time to make decisions in that sort of situation; it’s got to be an automatic reaction. Getting out of a helicopter when it’s underwater is one thing, utilising the safety jacket and life raft and surviving is another, so we also incorporate sea survival skills in our program.” The sessions are conducted in one day and commence with three and a half hours of HUET theory and sea survival drills prior to the simulator experience. Safety is paramount so students are also required to pass a specific medical to participate; and sessions inside the simulator are personalised with two students to one Instructor. Two safety divers are on hand at all times. “It’s a good feeling working with students who aren’t comfortable with the experience and come out with very strong skills. The dual benefit as

well, is that the instinctive reaction we cultivate transfers to any emergency situation. Maintenance is also essential and we treat the simulator like a real helicopter and undertake daily and scheduled maintenance throughout the year. The manufacturer visits us on a bi-annual basis for refresher training and we’re constantly updated with any new techniques. CareFlight primarily services the defence department under our contract but we are also available to civilian organisations that employee people who fly. We do have a mobile simulator that can be taken off site for specific training requirements; and similar facilities across the country. Although our service is pretty unique, it is a business and in any type of business, you’ve got to know your product and be able to deliver well. Our student pass rate is 98% and we train about 2,500 personnel a year. We’ve got a consistent track record of great results, measured through regular audits; and we regularly receive really positive feedback from our students. You also need to enjoy and believe in what you do and it’s very rewarding being able to do something real that saves lives.” •

CHOICE TRAINING

growing your employees with your business By KATHRYN CHAPMAN / DIRECTOR / CHOICE TRAINING Isn’t it great having employees that start with you, learn the ropes, complete training for their job, bring their own innovations and help your business expand? Often these are the employees that grow with your business. As your business grows you need more employees and someone to look after them. Loyal, long-term employees are often the first choice for moving off the tools and into the position of supervisor. This is a great idea, but don’t forget you are now moving this employee into a position where a whole new set of skills is required. Being great at your job doesn’t necessarily translate into being a great supervisor. You need to ask yourself “What am I looking for in this supervisory position?” You can make a list of the qualities you are looking for such as: • Leadership • Understanding the business needs • Managing staff • Planning and prioritising work tasks • Meeting budgetary requirements • Communicating clearly and effectively.

Having made this list you can then look at your employee’s current skills and identify the gaps. Depending on your business size and scope, you can look at the most appropriate way to develop these skills and fill the gaps. You can mentor your employee, show them the ropes, use informal learning techniques, or short courses where they can develop leadership and supervisory skills. You may even want to consider a formal management qualification. The way you develop your supervisor needs to match your business needs; and should always be focused on ensuring that the skills employees are learning are actioned back in the workplace. After all, seeing these new skills in action and watching your workplace tick over, is what it’s all about. By introducing supervisory positions into the workplace and following up with appropriate training and support, you have not only addressed the needs of the business today, but also started a career path for future employees. This can create an environment attractive to experienced workers and assist you attract and retain the best in your industry. •

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Greening

F e d e r at i o N P l a c e Heritage listed Federation Place, located in Townsville’s CBD, is the subject of a new partnership to demonstrate sustainable outcomes for older buildings in the tropics.

olar City Manager, Ian Cruickshank welcomed Federation Place into the Townsville Queensland Solar City consortium and said the new partnership joined Ergon Energy’s Magnetic Island Solar Suburb, the Council’s CitySolar community capacity building program, Honeycombes Central and Holborn developments, Delfin’s Rocky Springs and Cafalo’s Green T building.

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“We are partnering with the building owners, Tony and Sharyn Denyer and major tenant GHD to develop sustainable initiatives that will provide a unique demonstration of how heritage buildings in tropical regions can achieve sustainable outcomes, remain relevant to their communities and act as an inspiration for environmental stewardship. “The incorporation of sustainable principles into Federation Place will provide a unique demonstration of how Heritage Buildings can evolve into sustainable buildings in the North Queensland Dry Tropics,” said Ian. Tony Denyer said in the partnership’s early stages, it will focus on three areas – energy efficiency, a community program designed to influence sustainable behaviour and renewable energy sources. “This new and exciting arrangement is a first of its kind in the tropics, and will benefit both the tenants and ourselves as owners and managers of the building. It will also be the first step in making Federation Place solar ready and employ systems and practices to return a high level of environmentally sustainable outcomes.” Federation Place was constructed as a warehouse in 1886 and featured prominently in Townsville’s early history as a large warehouse operation that imported goods from London and

Glasgow and distributed them to Townsville, its surrounds and hinterland. During World War Two Air Commodore Garing selected the building to be the Australian Defence forces North Eastern Area War Room. With assistance from the Federal Government’s Solar Cities program, the owners of Federation Place wish to Green Federation Place so that the building can maintain its prominent role in Townsville’s development. Currently, an Environmental Sustainable Design Plan is being developed to set out goals, compare leading industry practices, consider options for inclusion and map a way forward.

how to reduce heat into the building, provide energy efficient air conditioning and ensure natural ventilation of the central common areas where the art collection is displayed.

Sustainable Buildings expert, Tai Hollingsbee, recently returned from greening the iconic Chrysler Building in the United States, to work with the partnership team on the plan which has the following overall aims

Tenants, schools and the visiting public will be involved in the community program via live and interactive feedback on the building energy use, as well as a focus on implementing the successful Solar City engagement model.

• •

While some energy efficient initiatives are already in place such as the building management system and T5 fluorescent lighting, the new partnership will build on these to create a benchmark for other Heritage Buildings located in Tropical regions in Australia and around the World.

• •

Passive ventilation of common area; Common area energy consumption reduction to a net zero import using an alternative power supply; Reduction in air conditioning energy consumption by 15% Develop a solar ready strategy for the federation building.

To achieve these aims the team will investigate

Work is expected to be complete on this initial stage of the project late in 2012. •

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THE MARKETING FACTORY

The power of building a great team By BREE DWYER / BRAND MANAGER / THE MARKETING FACTORY

As Brand Manager for The Marketing Factory, Bree is responsible for developing campaigns for small business to large enterprise including Catholic Education Office, Jewellery By Design and Knight Frank among others.

hen we hear the word ‘team’ we tend to automatically think sports. And when we think of some of the greatest sporting teams around the world, what are some of the key factors that have seen them achieve great success? A great coach with clear vision for the team, a strong team built on a diverse set of skills and an intricate knowledge of the game. So how does this relate to your business? Like any good sporting team who meet throughout the week before taking to the field against fierce competitors, businesses should also use this approach. Firstly by identifying who you have playing on your team, what each player’s strengths are and also assessing whether you are sending the right people out on to field to score goals for your business. Ensuring you have the best team working on your business is a vital key to success. Business owners usually have a wide and varied skill set of their own and their best use to the team and the company is to ensure they concentrate on running the business, like a team manager or coach would. The business owner should have the confidence in their team to give each staff member the empowerment to complete their responsibilities or tasks

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they have been assigned. With this in mind, the business owner should be able to identify when a certain task would be better completed by an external party. As most businesses outsource their legal, accounting or bookkeeping functions, another function to consider outsourcing is marketing. Like bookkeeping, marketing is a function that is commonly performed by the owner of a small business but as this may not be the specialty of the business owner, results are often unnoticeable or attempts are often wasted. What if there was an opportunity to employ a professional marketer to assist the business reach its goals? Opportunities like this do exist to businesses across North Queensland and there are many professionals to choose from. Ensuring you choose the right marketer to work with you on your business is vital. The marketing function is an important part of modern business and if outsourced should be trusted to a seasoned professional. Engaging in the right marketing consultant will help to unlock the power of marketing in your business and create a winning team. •

Here are our top 5 tips on selecting the right marketing consultant for your business; 1.

Are they a professional marketer? Simply because someone has started a marketing business does not make them a professional, for the same reason, owning a camera doesn’t make you a professional photographer. Ask the marketing consultant how many years they have been working directly in the marketing industry and what experience they have directly working with clients.

Ask for the contact details of the marketing consultants existing client base. Call one of their current clients and ask key questions about the things you want to know. In this industry, word of mouth referrals are a powerful reflection on the marketer, as business owners would only recommend someone they trust to work on their brand.

Assess their existing client base and ask where they receive their business from. Who are some brands they are currently working with and what industries do they service?

View samples of their work. This will give you an indication of whether each project is handled individually or whether templates are used during concept and creation.

Ask what portion of their role they outsource. The more tasks a consultant outsources, the less control they will have over the final product and the more it will end up costing you in time and money.

november

december

AgInvest Forum Location: Jupiters Hotel & Casino

Chamber Coffee Location: Flinders Square

International Volunteer Day

Volunteering North Queensland Submission Writing Planning Course Location: VNQ Training Room

North Queensland Tourism Awards Location: Jupiters Hotel & Casino

Townsville Fire vs Sydney Uni Location: RSL Stadium

Townsville Fire vs Logan Thunder Location: RSL Stadium

Chamber Coffee Location: Flinders Square

Townsville McDonalds Crocodiles vs Wollongong Location: Townsville Entertainment Centre

Townsville Chamber of Commerce Members Drinks Location: TBC

NOV DEC JAN CALENDAR OF EVENTS SUMMER 2011/12 Information correct at time of printing and subject to change.

january

Townsville Fire vs AIS Location: RSL Stadium

14 Townsville McDonalds Crocodiles vs Sydney Location:Townsville Entertainment Centre Townsville Event Network ‘Going

Christmas Drinks 07Crackers’ Location: Jupiters Hotel & Casino

Townsville Chamber of Commerce Annual General Meeting Location: Jupiters Hotel & Casino

Townsville Fire vs West Coast Waves Location: RSL Stadium

Townsville Fire vs Dandenong Rangers Location: RSL Stadium

Townsville McDonalds Crocodiles vs Sydney Location: Townsville Entertainment Centre

Townsville McDonalds Crocodiles vs Perth Location: Townsville Entertainment Centre

Townsville Fire vs Sydney Uni Location: RSL Stadium

Townsville McDonalds Crocodiles vs Wollongong Location: Townsville Entertainment Centre

Townsville McDonalds Crocodiles vs Adelaide Location: Townsville Entertainment Centre

Townsville Fire vs Adelaide Link Location: RSL Stadium

If you have any business related events coming up that you would like included on our calendar, email the details to info@successbusinessmag.com.au

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BUSINESS EVENTS

Catherine Ford & Jodi Hamilton, Jessica Watson Victoria Braxton-Meadows & Chris Bowden

Bridget Hart, Marie-Claude Brown & Jamie Culleton

Melinda Axthelm, Bronte Geue & Meredith Elley

Young Chamb er of Comm erce

Gerry Macguire, Sarah Macguire, Emily Reynolds & Tim Reynolds

Breakfast with Jessica Watson

Jeff Davey, Jessica Watson & Nadia Jones

Picnic Bay Surf Lifesaving Club

cheers & beers 56

JUPITERS TOWNSVILLE

sland North Queen

ll Cowboys Ba

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Clint & Hannah Amos

Mechel & Kylie Wriede WITH Peter Parr

Kalifa FaiFai Loa, Blake Leary Tariq Sims & James Tamou

Tracey Button, Angela Young, Steve Mitchell & Wayne Nicholson

Glenn Hall & Jonathon Thurston

Rod & Roxanne Grey WITH Tegan & David Crisafulli

NEW BUSINESS LAUNCH

BUSINESS EVENTS

Maritime Museum Lawns

MacDonnells

Law

Mud Crab Luncheon Richard Ferry, Jeff Regan & Brad Webb

Yvette McLaughlin, Michael Taylor & Danetta French

Dominique Tim So & Lewis Ramsay

Marissa Gusmeroli, Di McKenzie Marty Ironside & Jessica Weber

Matthew Mason & Steve Laffey

Angelo Castorina, Darren Morrison, Phil Clarke & Pat Brady

RSL STADIUM TOWNSVILLE

Townsville M cCafe Fire

Corporate Launch MICHELLE MORTON & MANDY JOHNSTONE

CHRIS LUCAS, BELINDA SUITOR & PETA SINCLAIR

ELLIE MANOU, MICAELA COCKS & CLAUDIA BRASSARD

IAN SMYTHE, DOUG BRIDSON & DAVID CRISAFULLI

EWEN JONES, KAREN HYNE, GEORGIA RALPH & DESLEY RALPH

WORD PLAY PLAY ANSWERS ANSWERS -- 1. 1. bd 2. 2. ad 3.3.cb 4. 4. WORD bb

GEORGE COLBRAN & CHRIS LUCAS

RABIEH CRAYEM, JAYNE ARLETT & PETER HONEYCOMBE

5. c 6. MATCH a 7. b - Reese 8. c Witherspoon - AVON BRAND

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MARKET RESEARCH

TOP managers

Young Manager of the Year

Kate Jacka

from Bowen Neighbourhood Centre

IN TOWNSVILLE

ownsville’s leading managers were recognised at the 2011 Management Excellence Awards Regional Final luncheon, hosted recently by the Australian Institute of Management (AIM).

The Awards celebrate the achievements of exceptional leaders and managers in the region across a range of industries. Finalists competed in five categories, each designed to recognise and encourage all levels of management. Chair of the 2011 Management Excellence Awards Julie Boyd said the winners were judged on their ability to manage complex tasks and processes, mentor staff, develop best practices and balance professional and personal commitments. “The winners are all successful and motivated people who have a marked impact on their staff and peers and contribute positively to the culture of their workplaces.” “The quality of the finalists in Townsville this year was impressive, representing private companies, innovative start-ups, government institutions and community-based organisations,” Ms Boyd said. •

Rural Remote Manager of the Year

Carmel Dal Ponte

AFAIM from Queensland Country Credit Union

Owner Manager of the Year

Annette Elliss

from Sturt Business Centre

Not for Profit Manager of the Year

Catherine Lengyel from Spinal Injuries Association

Professional Manager of the Year

Roslyn Dalton from Queensland Nickel

Kate coordinates the Bowen Neighbourhood Centre and the Cooinda Family Centre to deliver a wide range of community services. Kate’s understanding and demonstrated capabilities in managing complex budgets, often with unsecured funding sources, human resources management including a large number of unpaid volunteers, and the delivery of services in a challenging environment prone to uncertainty, impressed the judges.

Carmel is a highly experienced banking professional and branch manager who has held significant management roles at both state and national levels. The judges found that Carmel’s seizing of opportunities and thinking outside the square have been fundamental to her success in a rural environment. Having built her technical skills over the years, Carmel has focused on her personal development to enhance her managerial, leadership and business capabilities.

Annette Elliss has been providing professional accounting and bookkeeping support to businesses in Townsville, Ingham and Ayr for over 25 years. Annette founded the Sturt Business Centre in 2004, a fully equipped serviced office providing short and long-term office space and corporate services.

Catherine Lengyel is Regional Manager North Queensland for the Spinal Injuries Association, working closely with Association members, business partners, politicians, educators, funding bodies and community service providers to enhance the lives of people with a spinal cord injury.

As Senior Operations Improvement Superintendent for Queensland Nickel, Roslyn Dalton leads a team of process engineers, chemists and project leaders to identify and resolve technical issues around the worksite. Her clear emphasis on improving production is passed down through her team within a framework of inclusion, accountability and shared success.

BOARDROOMS from $44/hour - VIRTUAL OFFICES from $330/month - HOT DESKS from $22/hour

Working from home and looking to attract corporate clients? Contact us today for an inspection. Level 1, 25 Sturt Street, Townsville Phone: (07) 4722 2777

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Email: reception@sturtbc.com.au Web: www.sturtbc.com.au