A blog on issues affecting Australia's newsagents, media and small business generally. More ...

Author: Mark Fletcher

Drought, Horse flu and newsagents

The drought has hit farmers hard over many many years. The Howard Government this week announced hundreds of millions of dollars more in funding and assistance for farmers.

Horse flu breached the federal Government’s quarantine controls and shut down horse related events pretty much everywhere for more than a month. The Howard Government announced tens of millions of dollars in support.

In 1999 the Howard Government managed the deregulation of the distribution of newspapers and magazines in Australia – taking away a monopoly of newsagents protected and supported by the Government. Since deregulation the Government owned Australia Post has moved more into areas previously dominated by newsagents. Newsagents, without the protection of monopoly in any category, are losing market share. The Government has offered no compensation.

I guess the thousands of families which own newsagencies and those who earn an income through newsagencies don’t matter as much as the farmers or racing folk.

In the case of newsagents there is clearly little political value in supporting small business so the Government facilitated the whack in 1999 and the death of a thousand cuts by allowing Australia Post to use its monopoly protected brand to grab sales from newsagents – for the benefit of the Government.

Labour, Liberal, National Party, Democrats, Green and Family First candidates need to do more than provide lip service on small business policy. Newsagents are not looking for charity – just a fair shake from a government that spends a lot of money telling us all how much they care.

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Newsagency challenges

She is cheap

she.JPGShe is a cheap magazine. $3.99 here in Australia – half the US price and a third of the UK price. I’m not sure what is going on there given the magazine She competes with. While I am no expert, I’d think the price devalues the product and makes potential customers second guess the purchase – what’s the catch?

While on the price, what’s with $3.99? Either make it $3.95 or $4.00. Customers get annoyed at 99 cents.

And also on the price – see the backing card supplied with She this month. That says $2.99. The price printed on the cover is $3.99. Oops.

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magazines

Hallmark music cards popular

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Last month I blogged here about how successful music cards are in the United States. The new range from Hallmark, while too small, is selling very well in our Sophie Randall store. Once browsers open a card and hear the song they smile. Some play it again – that’s when you know you have them. It’s good to hear people interacting with your products. I’m confident this range would work well in newsagencies.

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Greeting Cards

New Phone Recharge and Electronic Voucher Platform for Newsagents

ezipass.JPGNew technology launched today allows all newsagents to sell phone recharge and other electronic voucher products direct from their point-of-sale computer, without the need for a complex long-term contract.

Developed exclusively for newsagents by Tower Systems, eziPass works on computers with broadband internet access.

eziPass supplies the same Touch suite of products as offered by major banks and retailers. Excellent commission is provided – up to 33% extra commission on some mobile recharge products.

“Newsagents told us they wanted an alternative to the Bill Express / DialTime contract and a simpler, more robust, operation at the sales counter,” commented Mark Fletcher, Managing Director of Tower Systems.

“We only agreed to become involved if there was absolutely NO margin or commission for us. The last thing newsagents need is another middleman making money from what is already a slim-margin business.”

eziPass has initially been launched to existing Tower Systems’ customers. And within the coming weeks, Tower expects to provide a free copy of the eziPass software to all newsagents.

Vouchers for more than 30 telco products are part of the launch range. Tourist attraction tickets, flower deliveries, magazine subscriptions and tollway passes will be added in coming weeks.

“eziPass provides a low-risk, low-overhead option for newsagents considering whether to extend their Bill Express / DialTime contracts,” said Mark Fletcher. “There is no lease to pay, no long-term contract to sign and newsagent bank accounts are swept once a week – greatly assisting cash-flow.”


www.ezipass.com.au

Tower Systems was founded in 1981 by Mark Fletcher. Today, the company serves in excess of 1,400 newsagents nationally – more than 50% of all newsagents with a computer system. It wholly owns one newsagency and is a major shareholder in another.

Touch Networks Pty Ltd provides over 200 products and services and is available over EFTPOS terminals and retail point-of-sale systems.

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Newsagency challenges

Financial Times goes free online

The Financial Times has decided to make access to its online content free of charge. This follows the about-face at the New York Times last month. As Eric Sass says at Media Daily News:

And in late September, Fitch Ratings issued a report endorsing free, ad-supported content as the most profitable approach for newspaper companies.

There you have it, cover price matters no more online. Make it free, get eyeballs and charge advertisers. This should not be a surprise to newsagents. The cover price of newspapers has not kept pace with CPI. In some cases, 10% in 10 years – while advertising has jumped more than CPI every year.

The more news is available online free, the more over the counter customers will migrate online. This is another disruption to the newsagent model which we need to understand and plan for. Publishers love the online model as it eliminates much of the cost of distribution – the only reason they have a cover price for the print edition.

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Media disruption

Newsagents helping others

Elaine and Geoff Munro from East Geelong Newsagency kindly sent me three copies of Sunday’s and Monday’s Geelong Advertiser – my family are mad Geelong fans. They didn’t want any money – such is their support for others in the broader newsagent community.

Compare the generosity of Elaine and Geoff to the relatively new newsagent who sent a magazine to another newsagent needing a copy for a customer – they charged the recipient newsagent full retail plus postage.

It is more newsagents like Elaine and Geoff we need in this channel.

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Customer Service

Promoting British magazines

british.JPGThis is the display we have created at the counter to promote some of the British magazines we carry. It looks better in person than my my poor photo shows. Headed The Best of British we have printed some flags to highlight the promotion.

In the day the display has been up we have sold some of the featured product – it is too early to tell if the sales are impulse or not.

While not a glitzy or sexy retail display, we think this promotion will work as it speaks to our demographic in a subtle way – and is located right at the counter.

We’re doing this because we want to promote the British connection across multiple magazine categories – not because a publisher is paying us promotional dollars. This is an important difference between small and big business when it comes to magazines, a difference some publishers are yet to grasp.

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magazines

Time and the bonus magazine

time_oct1.JPGTime this week has a style and design magazine stuck on the back. It is frustrating that this is bigger than time – making the resulting double look a bit messy on the shelves. While the editorial and production folks for the Style and design issue probably have the size they want, the main Time product suffers – it’s too big for the usual location in our shelves and looks messy. The other side of this offer is how we display the product. Time is not a big seller for us so we’d just focus on the weekly and not the bonus title. None of these issues are big deals – just things we wish had been thought through.

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magazines

50% discount off cards at Nextra

nextra_cards.JPGThis is a surprising deal from Nextra – 50% off John Sands and Ink Group cards for a week. While I’d expect Sands to be rebating newsagents at full retail, it is the message to the consumer which I question.

The discount might grow sales but will it add to business? At best, I’d expect it to pull card sales forward of when they might otherwise be achieved. People only so many birthdays, anniversaries and the like to buy for in a year. This 50% discount will not increase the buying occasions. But maybe the folks at Sands and Nextra know more about card buying habits than I do.

Nextra has a good Card Club. I think it would have been smarter to better promote this since it supports the habit basis of card purchasing. The Card Sale locks out this loyalty promotion – read the small print on the poster.

I’d rather leave these chunks discounts to the likes of Target, K-Mart and others. They are known for category wide discounting. Newsagents are more known for card quality and range than price. If someone really wants to buy a card on price they will more likely go to the Reject Shop or similar.

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Greeting Cards

Future distribution

One only has to look at the investment moves of major media players like Kerry Stokes to get a feel for the future. Distribution is the key, hence the interest in Unwired and possibly Austar. In the meantime, many newsagents struggle with the question of whether to install broadband.

How are the Stokes moves related to newsagents installing broadband in their businesses? Both moves say something about how the respective operators view the future. Stokes sees that distribution is the key. Newsagents, by their slow uptake of broadband, do not.

Newsagents ought to get live with broadband. Beyond that, they (we) ought to take careful note of moves by the Stokes, Murdoch and Packer. We need to reconfigure our business for a future where information and news are accessed more online than in print. This world, when it arrives, will impact our current model.

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Newsagency challenges

Federal Government in conflict

Senator Helen Coonan speaking on the 7.30 Report on ABC TV last night:

…we clearly couldn’t have the conflict of being both the owner and the regulator.

This from the same Communications Minister happy to be responsible for regulating the government owned Australia Post.

Australia Post, holder of a postal monopoly in this country, also owns 865 corporate stores which compete with small business newsagents in the stationery category.

This same government deregulated the distribution of newspapers and magazines in 1999, stripping newsagents of their monopoly without compensation.

Australia Post has unleashed considerable corporate muscle against newsagents in the years since 1999. Much of that corporate muscle has come as a result of its Government protected monopoly.

For some background on the Government facilitated Australia Post assault on small business newsagents through its corporate stores click here.

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Australia Post

Framing printer ink

To counter visual noise and draw attention to our ink and toner offer we are experimenting with a frame around our ink product. The Hot Ink border draws attention to ink – I’ve noticred people walking across from the newspaper stand in front. On saturday one such customer walked out with three cardridges when all she came in for was a newspaper.

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The frame is make-shift, printed on our copier. Now we can see it works, we’ll make it pretty and robust.

Visual noise is a real challenge for newsagents – we are provided many posters and other materials by suppliers wanting eyeball time. Many of us just whack these posters up without thinking that less is more. By framing like this I hope we can better manage space allocation and drive categories which support our margin goals.

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Stationery

Returning lost credit cards

We send credit cards left in our newsagency and not reclaimed for a day or so back to the issuing bank with a covering letter. Not once has any of the banks written to us thanking us and while we are not looking for kudos, it would be nice to have the return of the card acknowledged. Given the risk of credit card fraud of lost cards I would have thought our attention to closing the loop was appreciated.

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Customer Service

Which copy Real Living is the real copy?

rl_oct.JPGWhich copy of Real Living and Table am I supposed to promote in my newsagency this month? The regular issue or the one hidden in a sealed bag proclaiming 20% off. I know which one customers will reach for first – the bagged copy.

This is a frustrating offer from ACP Magazines. We have Real Living. We have Table. Now we have the real Living / Table combo pack – a new stock item requiring additional shelf space, labour and cash flow.

I appreciate ACP may want to experiment with these deals. I wish newsagents had been consulted first and that we were compensated for our investment. The magazine experience in newsagencies is built around browsing. Bagging a magazine like Real Living, which is already struggling compared to Notebook, will not help sales.

Real Living is a feature magazine this week so my question about which version to promote is serious – do I feature the bagged version promoting 20% off or the version people can browse?

This offer sends a mixed message to newsagents and consumers which, I suspect, will not help the title achieve what it needs to achieve.

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magazines

Pink Ribbon magazine back in (some) newsagents

aww_pink.JPGIt is interesting to see the Pink Magazine back in newsagencies as a ‘tip on’ with this month’s Australian Women’s Weekly. I am curious if the move has anything to do with the kerfuffle last year when the Natuional Breast Cancer Foundation decided to distribute only through Woolworths / Safeway.

Pink Magazine is not in all newsagencies – only those tied in with the ACP magazines Connections marketing program.

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magazines

Newsagent ditches newspapers

Dominic Rushe writes at Times Online about the newsagent no longer selling newspapers. Here’s part of what Rushe has written:

When I asked in a state of shock where the papers were, he told me his days of selling newspapers were over. It was “too much bother” and “not worth it”, he said. I started to feel nauseous. Admittedly, I hadn’t had my breakfast, or a coffee, but this was too much.

“But you are a newsagent,” I stammered. “Where are the newspapers?” I left in a state of confusion, then doubled back to get to the bottom of this horror.

The people who distribute newspapers in New York are always late, said our man. “And they rip me off.” He was making 2c on a Post (cover price 25c), 5c on a Daily News (25c) and 9c on a New York Times ($1.25, or about €0.9). A plastic bag costs him 3c.

Be sure to read the rest here.

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Newsagency challenges

Display space clash

afl_record.JPGAs part of the ACP magazines Connections program we commit to weekly displays. Last week we received three display packs. Newsagents give over this display space for free – while supermarkets and others are paid for their real-estate commitment. We were able to do only one of the ACP displays since it was Grand Final week and we wanted to give the AFL Record prime position. This decision was right for our business yet it marks us down in the ACP Connections program. Anything which promotes newsagencies as the destination for magazines ought to be considered good and not just the efforts for one publisher.

Don get me wrong about Connections – it is an excellent program. Unfortunately, lazy newsagents only do Connections promotions and neglect the rest of the category and this does not serve the newsagent point of difference well.

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magazines

Mini magazine muddle

gf_mini.JPGNewsagents have two sizes of Girlfriend magazine this month: regular and compact. I think they are the same – the regular size is sealed and I am not about to open the pack to check. But they do have the same number of pages so I suspect the content is the same. The compact version is cheaper.

Having two versions of Girlfriend means newsagents allocate more retail space, another title to manage, additional stock cost and additional returns processing. I suspect that these additional costs will not drive sufficient additional sales – but I’m open to seeing how this goes. We are promoting the compact edition next to the regular size.

Not that I want to see Girlfriend promoted outside newsagencies any more than it is, my sense is that the compact edition is more suited to non traditional retail situations where it would work as an impulse purchase – a cosmetic bar or clothing shop maybe. Having it next to the regular edition where regulars shop for the title seems odd to me – but I’m just the retailer.

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magazines

Six Samsung printers to be won

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The text above is what we created and used as wallpaper for for the display in the photo below in our feature window. We are giving away a Samsung ML-2010 laser printer each week for the next six weeks. Every stationery customer gents a free entry with each purchase. We were given the printers as part of a deal through Edwards Dunlop – the people behind Double A paper.

Jane and Jason at our newsagency conceived and executed the display. It looks much better in person than my photo:

samsung_p1.JPG

Given the considerable effort we have put into rebuilding our stationery department, this giveaway is timely. The changes are driving good growth and this promotion will help that further. Giveaways in retail in the lead up to Christmas are not that common so it makes sense to us to go against that with this and another giveaway promotion. It seems to us that the Christmas retail season is the right time to reward customers.

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newsagency marketing

Target smokers

Smoking has not been a problem of us in over eleven years at Forest Hill. This week, with the new Target store oprning, we are fighting Target employees smoking right at the entrance to the mall near us and in the alcove at our back door.

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Uncategorized

Hot Ink driving sales

ink_hero.JPGInk is proving to be the hero category at the new newsXpress Watergardens store in which we are a partner.

Ink accounted for 16% of all sales in our first seven days of trading. The stunning back wall is acting like a magnet – drawing people down to the back. In most cases customers buy two or more cartridges. We only stock brand name product and this makes choice easier and eliminates questions about the quality of the product since the brand is the thing. What is interesting is that next to the ink we have technology product and that is being browsed by the ink customers. We have also located computer magazines next to the ink and technology wall – it seemed appropriate.

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Stationery

Handling walk-up resumes

I am sure we are not alone in receiving resumes from people walking in looking for a job. While it is time consuming, we consider each. If there is a candidate offering a perfect match of skills for our business we talk with them. This is rare. So, for most it is a no. We write to each, thanking them for their interest and advising our decision. Beyond the common courtesy of our approach I see it as good public relations – who knows where the walk in candidate knocking on your door today will be in five or ten years. We have a template letter so the labour component of the follow up is not onerous.

Our most recent new casual team member came to us by walking in with his resume. It was his follow up which got him the interview. Persistence pays off.

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Customer Service

High Performance Imports

imports_mag.JPGHigh Performance Imports is another example of the magazine supply model letting newsagents down. With a sell through of between 30% and 30% we are not cut back – even though the performance of the title is well below reasonable benchmarks. I suspect supply is not cut because of distributor commitments to circulate all stock supplied to them. None of that respects or helps my business. Labour and real estate are abuse by this supply. While Network, the distributor responsible for this title, have improved this year, they have a way to go – in the meantime newsagents lose money on titles like this. What makes matters worse is that if I early return stock, I still sometimes have to jump through time wasting hoops to make sure I get the credit this month.

The sooner Network manage supply closer to sales of these titles – outside the top 200 – then the better for all newsagents.

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magazines

British Homes and Gardens oversupplied

b_homes.JPGNewsagents should check their supply or British Homes and Gardens. If they are link me, sales are flat yet supply increases. I am happy to support a title to find new sales but the extra supply with this title does not make sense. The category is well served, space is limited. Magazine distributors ought not increase supply unless sales data absolutely supports such a move. But if you;re a regular here you have heard that from me regularly.

I question the relevance of these British home and garden magazines in Australia. Based on my check today we have too many titles.

UPDATE (29/9): We have decided to create a Best of British display at the counter next week to see how grouping all the British magazines together goes.

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magazines

A lesson in cardboard pays off

vivaldi.JPGI have learnt a lot about cardboard this week – the kind we newsagents sell by the truckload for school projects, welcome home signs, protests … all manner of signs and things. I always thought cardboard was cardboard.

This week I have learned about better quality product where the colour is all the way through – the process is called colour through the pulp. This stops the cardboard fading. I have heard about cardboard treated so as to not curl.

This is all important information because cardboard is an efficient and destination product for newsagents. Few businesses carry our range. The better the quality of what we offer the more we can charge and the greater the repeat business. The Canson product I have heard about this week is certainly impressive. Their knowledge will help better educate the retail team and better develop the value proposition for our customers.

Cardboard is pretty basic product yet it goes to the heart of the point of difference newsagents offer every day. We get to demonstrate our service levels, present the product well and make good a good return.

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Stationery