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Ugh!

Sales rep visit frustration for newsagents

Newsagents have connected me in recent weeks about reps visiting without an appointment. In several cases, the reps are from businesses not currently supplying the newsagency businesses they have visited.

In my view, a rep turning up without an appointment should be asked to leave.

Retail has changed as has selling to retail. Reps on the road walking into businesses in the hope of establishing a face to face connection that leads to sales are something of the past. Their turning up unannounced naturally gets retailers offside and damages any potential relationship.

I am not going to name suppoliers here as some are precious and known to threaten action.

The purpose of this post is to re mind suppliers reading this that unannounced visits are not appreciated. Indeed, in the current situation, they present a health and safety risk. I have posted this on behalf of newsagents who have asked.

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Ugh!

Wet magazines for some newsagents in NSW

A newsagent sent me photos this morning of their wet magazines delivered via the News Corp. truck. It appears to be a feature of the trucks that they are open, with product not plastic wrapped subject to getting wet, like the entire shipment of magazines for this business.

You’d think that the folks in charge of the change in logistics arrangements would have ensures that the quality of service provided did not drop as a result of the change. Apparently, not.

This is the third time magazines have arrived wet in the newsagency that shares the photos with me.

People will not want to buy product that presents like this:

Rectification of the problem is a challenge. Gone are the days a rep would get in the car and personally deliver replacement stock.

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magazine distribution

Newsagents wonder about the XchangeIT / The Lott project

XchangeIT sent out an announcement yesterday that looked like it was from the clip art days of the early 1990s, about a new project they are pushing for with The Lott. With the ink barely dry on basic specs, they are promoting something that is not yet available. Based on the 50+ newsagents I heard from yesterday about it, something newsagents don’t want.

As is usually there case with these supplier related initiatives, the owners of the software companies doing the work are expected to be the major investors in these projects dreamed up by others.

Why is this XchangeIT / The Lott project a thing? I suspect it has more to do with XchangeIT trying to ensure relevance than anything else. Knowing a bit about what is actually planned, I am doubtful sufficient numbers of newsagents will use it if delivered as currently specced. However, the engagement will be up to newsagents to determine.

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Ugh!

A Russian curiosity

It was interesting to hear via the BBC that bookshops in Russia had been asked, encouraged to stock the new Russian constitution prior to it being adopted by vote in the country.

Talk about taking up retail space with something dry and for diehards.

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Ugh!

Can newsagents sell $500.00 gifts? Yes!

Oh, no, that not a newsagent line. Any supplier rep saying that is clueless about what could sell in a newsagency.

More and more newsagents are playing outside of what has been traditional for the channel. Suppliers need to stop editing what they pitch to retailers in the newsagency channel.

This photo is one of the displays in one of my newsagencies. It represents two artist made higher end ceramic ranges that would look at home in any boutique gift or homewares shop … just as they look at home in my shop.

Now more than ever, with suppliers challenged at hw they reach retailers and especially possible new accounts, they need to be open to what could be possible rather than managing to a low bar they have set for themselves.

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newsagency of the future

Products we don’t need: Lamington chips

Apropos of nothing, I tried these Lamington chips today. They are disgusting. They are a perfect example of a product the world did not need and would be better off without. However, there must be enough interested for Smith’s to invest in creation and production. FYI I like potato chips. These, however, are truly awful.

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Ugh!

Westfield misses with fake snow theme for Christmas

I was at Westfield Southland in Melbourne today and saw their centerstage Christmas feature event – a snow village, complete with fake dry snow falling at regular intervals. I heard one kid say this is Australia mum, we don’t have snow at Christmas while most kids were standing under the falling ‘snow’.

The snow theme interests me as one of the push ks I hear from shoppers and newsagents is relates to snow themed cards and gifts at Christmas. People usually say it’s not appropriate for Australia. The marketing ‘experts’ at Westfield disagree based on how they spent the considerable marketing dollars provided by their tenants.

For me, the snow theme is a fail. However, the queue of families wanting to experience it and have their Santa photo moment was long.

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Ugh!

Subscription referral bonus

Isubscribe offers $5 for each magazine subscription referral that results a subscription. That is a nice reward.

Newsagents, on the other hand, are expected to offer use of their retail space and resources to promote subscriptions for no reward.

While it has always been thus, in this world of little or no increase in cover prices and newsagent earnings from magazines far less today than ten years ago, it is only natural we look at issues like this.

FYI, here are their current featured deals…

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Magazine subscriptions

Hmm, which Moon landing product to sell

  1. One Giant Leap from News Corp from which I make 78.4 cents.
  2. A Moon landing commemorative coin from which I make $48.00.

Okay, option one is sale or return and could sell in higher volume. However, option is limited-edition, rare and based on experience already is an easy sell.

In fact, I expect to sell six of the coins and make $288.00, which equals 367 of One Giant Leap. I expect to sell only ten or fifteen of these.

I get why commemorative booklets are produced. However, the numbers don’t work for newsagents.

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Ugh!

News Corp. fails newsagents on Paddington Bear opportunity

It is frustrating that News Corp. advised retail newsagents late about their Paddington Bear promotion. Their notification was too late for retail newsagents to fully leverage the opportunity to its potential. It’s a missed opportunity.

While the campaign may drive some incremental newspaper sales, it will not deliver the commercial benefit it could have delivered.

There are several suppliers in Australia with terrific Paddington Bear products, which we could have ranged to coincide with the promotion, This would have made it commercially viable to pitch the offer in prime space, front of store.

The poor communication from News Corp., is another example of supplier selfishness and ignorance as to the financial model for retailers today.

News should have communicated their plans between four and six months ago, to allow retailers time to plan the offer into their local business ranging and marketing plans.

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Newspapers

Ovato magazine returns file corruption returns challenge

Ovato (Gotch) has sent this email to some newsagents today:

Dear Retailer,

Due to a corrupted file a number of EDI returns were unable to be processed by us. We have identified the agents with missing returns and we are emailing you as we need you to re-send your EDI returns from 4th or 5th April through xchangeit as soon as possible so we can process your returns.

You can resend your returns from your POS or by choosing to resend the file through the Xchangeit website.

https://xchangeit.lpages.co/xit-main/#info-for-newsagents/
Log on using your account number and password
Choose the file and click on resend.

Regards
National Contact Centre
Retail Distribution

I’m told 400 newsagents have been affected. Ovato sent the email without advising software companies. Why does this matter? The software companies are the first line of contact. had they been forewarned they could have been proactive with advice rather than taking calls and scrambling to understand what has actually happened.

This is an own goal by Ovato, with companies like my own Tower Systems left to fund the cost of helping newsagents.

If Ovato did not inform XchangeIT then the failure is even greater.

Asking the files to be resent is problematic operationally. It can be done. However, getting 400 newsagents to do this is the issue, especially this week before Easter.

Given how Ovato handles returns claims disputes this could cause a significant waste of time and money for newsagents.

UPDATE 18/4/19 5:59AM:

The help desk traffic from this is immense already. While it is easy to resend the file, many have never done it and, naturally, they call for support to make sure they are not making a mistake.

What a failure by Ovato. Not the original problem and that can happen. No, the issue here is the poor communication by people at Ovato. They decided to not advise the software companies or XchangeIT before advising newsagents. That decision added workload to everyone and added unnecessary stress for newsagents.

UPDATE: 18/4/19 8:41am. Tower Systems now has the list of affected newsagents and is therefore better equipped to provide advice. That we had to chase this and did not get it until now is appalling.

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magazine distribution

Gotch disrespects newsagents, again

Newsagents today received a magazine from Gordon and Gotch with this sticker on the cover promoting direct subscription. I doubt any newsagent seeing the sticker would put the title on display for it seeks to drive revenue from the channel, to the publisher. What are the people at Gotch thinking letting this through? Clearly, not thinking.

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magazine distribution

Bad parenting costs retailers money

I watched as two kids, around five and seven, ran amok in the shop Saturday. At first, they were having fun, not causing much triple. Then one kid tore a card and slid it under a stand while another started chewing on a small plush product.

The parents were not in the shop and could not be seen nearby.

I asked the kids to stop. The older one told me to f**k off. They ran around the shop a couple of times and then ran out and around the corner.

I stood out the front of the shop, expecting them back. A few minutes later, they did return and went to a couple of adults sitting at a table in an open coffee shop opposite the business. I walked toward them, the adults took the kids by hand and walked for the exit.

I decided to leave it there so I returned to the shop to retrieve and write off damaged stock.

This story is not unusual, especially in shopping centres, especially at school holiday time. Too often shops like ours are in the child care business, a place for kids to play while parents or others in charge shop or relax with a coffee.

Our policy is that if kids are in the shop unsupervised we look for the parents and if they cannot be quickly located we call security and expect them to remove the kids. In a shopping centre where many shoppers are not local we need a policy like this to address unsupervised kids with certainty. Unsupervised kids in a large shopping centre can be dangerous for them and for retailers.

I guess we open ourselves to the costs of this interactive behaviour in that we put products out to be played with and bring in products that will appeal to kids. So, yeah, it is our own fault. However, sheesh, I wish parents and those supervising kids would take more care. They ought to show more respect for our property by watching over kids.

We do factor shrinkage due to damage by shoppers in our pricing and we try and be vigilant on behaviour like I have described.

I’ve not written this post looking for empathy or guidance or snarky responses. I have written it because I am frustrated and writing about what happened eases the frustration.

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Newsagency management

Newsagents in tourist areas continue to struggle to get the magazines they could sell

A newsagent contacted me recently for help getting minors magazines for their tourism destination area. Their pleas to Gotch had gone unanswered.

Similar please from me on behalf of other newsagents over man y years have elicited words but little action from Gotch. The company appears incapable of getting magazines to some places where they would certainly sell.

I hope magazine publishers who want to sell more magazines are reading this.

Here is what the latest newsagent who contacted me wrote about the issue. here is their initial contact with me:

Hi Mark,

I just wanted to comment on the magazines an area that goes through the roof for us, is impossible to get Gordon and Gotch to send more mags. Both Exmouth and myself are struggling to get them to send more like a several years ago.

People on holiday read magazines at the beach, resort or caravan park….
Its frustrating because they are not listening.

I went back to them and offered to reach ut to Gotch myself for them. Here is their response, which was forwarded to Gotch:

Hi Mark,

It would be great to have another voice that could help them change there opinion of mags in holiday destinations

The issues:-

1) It takes 2 weeks to up any magazine – eg Womens Weekly and New Idea which are a weekly magazine.
2) They have reduced my selection of mags so that the variety is not there on the shelf – when people are on holidays they will buy 2-4 magazines at one purchase
3) The grey haired nomads are here and want there “That’s Life”, “Take 5”, which constantly run out because they only send 5
4) The grey haired nomads also want knitting and arts/craft books and we no longer get the variety they want.
5) After taking over from Network Services my mags were halved and I’ve been trying ever since to replenish the new stands I purchased to hold all the mags. Its terrible to see those same shelves half empty.

I asked them to continue with the same order from Network Services and told me I needed to go onto the website and order them, which was nearly impossible because they were not coming up on the website to start with. This was so much work for me to just get a few mags back and felt it was not my responsibility because they took over the business and I don’t get paid a lot for the mags anyway.

I did consider at one point cancelling everything but I am the only person in Coral Bay that sells mags….

I’ve had a look and my downturn in revenue has dropped 50-60%

Mainly I am frustrated and have given up because I am in the busy season now with 200+ customers coming through my doors every day.

Thanks for listening if nothing else happens.

So far, no word from Gotch.

I hope magazine publishers who want to sell more magazines are reading this.

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magazine distribution

News Corp continues with the masthead discount

Earlier this week it was the turn of the Gold Coast Bulletin to pitch the $1.00 a day home delivery offer on to the masthead of the newspaper they have retailers selling in-store for $1.70. They take a product they claim is worth $1.70, add expensive personal home delivery and discount it by 41%.  The discount is at a level that sounds too good to be true.

Desperate times I guess…

I get that subscriptions play a vital role in the newspaper revenue  model. However, why they are not 100% focussed on digital only subscriptions is the surprise, as that is the future for news delivery. I think they could do that pitch without this apparent trashing of the over the counter newspaper purchase.

News Corp. will do what it sees as appropriate for its business. Their intensifying of home delivery discounting should get retail newsagents thinking carefully about the role of newspapers in their businesses. I know of newsagents who have quit the category without detriment.

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Newspaper distribution

Disrespectful obsession with newspaper home delivery discounting

Plugging the heavily discounted $1.00 a day newspaper home delivery across the masthead of The Daily Telegraph does not make sense to me.

Home delivery is not cost effective for publishers without good advertiser support and we are told advertising revenue is in decline for daily newspapers.

Newspaper home delivery is expensive yet the fees paid often do not cover the real actual cost to the distribution newsagent.

Newspapers are not bought for news today like they were years ago. The news they carry is old, out of date. While the analysis may be interesting, it is rare anyone gets a breaking stock from a print newspaper.

Retail only newsagents are disrespected by the publisher pitching this $1.00 offer on a product they sell in-store for $1.70.

While I get that publishers need subscribers in their mix, to be able to pitch to advertisers, it frustrates me that they do this through disrespect for their retailers.

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Newspaper distribution

The newspaper subscription disconnect on show

On 774 ABC radio in Melbourne yesterday, a caller called the open line to express frustration at newspaper subscription arrangements. I’ll do my best to recount what they said.

The caller has been a newspaper subscriber for decades. They love the physical paper and enjoy digital access that comes with their subscription.

Their local newsagent decided to withdraw from home delivery. The subscriber was okay with that, expecting they could walk the few hundred metres to pick up the paper.

The frustration comes from the newspaper publisher refusing to fulfil the subscription through a pick up service from the newsagency and that it took multiple emails and calls to get even mediocre resolution.

The newspaper publisher refunded the unused portion of the subscription, requiring the long-term customer to now purchase over the counter at full price, and too pay separately for digital subscription.

The caller had sympathy for the newsagent. The frustration they expressed was at the newspaper publisher.

Here are my thoughts on this:

  • Newspaper subscriptions should be available for pickup through newsagencies. I have proposed this many times for more than twenty years. It would be easy to manage and help reinforce consistent print product engagement. I am certain we could win new subscription customers.
  • Newspaper publishers should respect long-term customers rather than penalising them.
  • Publishers need better communication with subscribers. When things like this happen, they need to be more open and attentive.
  • It is like the publisher is pushing people from print to digital. This is a comment reinforced buy the newspaper subscriber during the call on ABC Radio.

This scenario will happen more as more newsagents withdraw from newspaper home delivery. Publishers should have a more consistent subscriber friendly approach. I have never been given a good reason for newsagents not selling and offering newspaper subscription supported by over the counter collection.

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Newspaper distribution

VANA claims responsibility for Tatts possible movement on remuneration

Several newsagents forwarded me n email sent to them by VANA yesterday in which the Victorian association claims the Tatts move is a result of their efforts.

Not one newsagent who contacted me was complimentary of the VANA email.

Dear Retailer,

Recently you would have received communication from Tatts outlining the possibility of “a comprehensive and holistic review of the remuneration” received by retailers.

We are thrilled that our lobbying efforts, at state and federal levels, has outlined the detriments of monopolistic behaviours and has allowed Tatts to focus on redressing the remuneration model. Without a doubt, the unintended consequences, if the Interactive Gambling Legislation Bill is passed, will further entrench a monopoly in the lotteries space.

Keep in mind, Tatts decided almost 2 months ago that there would be no commission growth after months of deliberations in Victoria.

It is obvious from this concession by Tatts that none of this would have been possible if we did not take a strong and unified stance. Showing leadership and purpose for a more equitable remuneration/revenue share model which has now elicited from Tatts a welcomed response. It is only through having a complementary product in the lotteries space that will redress the power imbalance currently at play and provide the competitive tension that is needed.

Unlike others, we did not seek to be compromised as a committed and dutiful representative body, who fears no one and battles for our small business sector. Why would you expect anything less?

By aligning with overseas entrants, whose product does not compete with Tatts and whose customer base is made up of novelty punters, we were able to create competitive tension in the market, which ultimately has led to Tatts recognising the value of a “shared future”.

If there is no intent to change the model, then the only future that we could see evolving was one where their online sales would grow towards 25% putting undue pressure on the channel in a stressed retail environment.

It’s important to also note that revenue which comes in from lotteries goes into consolidated government revenue. From here, it is the government who ultimately decides where to spend lotteries revenue. It is the government that builds hospitals and schools, not lottery organisations. When these organisations donate to charities then we applaud them all the way and we applaud Tatts for making these valuable contributions to our communities.

It should also be noted that VANA has ACCC accreditation and can, on behalf of its members and the wider industry seek ACCC involvement if need be. We also support a tax framework that taxes betting on overseas lotteries and the obvious consumer protections around this. We believe the point of consumption tax being introduced will redress any shortfalls.

There has been talk of “Trust”, well it’s ironic that words such as this and a “shared future” are now part of their vernacular. We would argue that the competitive pressure from VANA and our sister organisation in NSW / ACT NANA, has been able to bring about the stated possible concessions which we hope will construct a future online revenue share model.

As your representative body, we will never give up the fight and we will only trust those whose actions align with our members/industry interests. Representative bodies must always put their members’ interests before those which inadvertently align with a strategy to erode physical lottery sales.

Deliberations with the Victorian State Government have added to the narrative, where our industries pain points are taken into account by Tatts. We applaud the recent notice from Tatts and can see a genuine purpose from them to address the imbalance as their online lottery sales grow.

We received a letter from Minister Kairouz outlining her government’s recognition of our concerns pursuant to schedule 4 of the license. She has further added that it is her expectation that Tatts will review comprehensively the remuneration available to distributors.

VANA is not only encouraged but thankful for the Minister’s input and efforts to ensure our industry is treated equitably with respect.

Newsagents / Lottery agents need strong leadership to fight on their behalf, not roll over when tough decisions need to be made.

VANA is confident that as we work through these issues with Tabcorp/Tatts, there will be positive outcomes not only for the franchisor but also for the franchisee retailer.

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Newsagent representation