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

HEY AUSSIES, THE LOCAL NEWSAGENCY MAY NOT BE WHAT YOU THINK IT IS (PART 4)

newsXpress Highlands Marketplace in Mittagong NSW not what Aussies expect a newsagency to be like. There are wonderful gifts, fun gifts, offering locals shopping opportunities they are enjoying. Jenny and Craig and the team curate a wonderful selection of gifts and homewares, attracting shoppers from around the area. What’s terrific about this business is that it is perpetually evolving.

The diverse range of products are key to the success of this business in attracting shoppers outside the usual newsagency shoppers that we may think of.

For decades, the Aussie newsagency channel sold what what it was sent by suppliers. In the 1990s this really started to change, with some newsagents embracing being retailers. That transition is a challenge, and some are yet to make it in Australia.

The team at newsXpress Highlands Marketplace were early adopters and their business speaks to this and their commitment to chasing change.

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Newsagency management

Hey Aussies, the local newsagency may not be what you think it is (part 3)

newsXpress Leven in Ulverstone Tasmania has transformed from a traditional local newsagency into a thriving gift destination for locals, tourists and people from outside of town who appreciate the range on offer and the service. Sharene and Wayne have transformed what was a traditional newsagency business from decades ago into this fresh and appealing shop. And, yes, this is a local newsagency …


When we read news articles about newsagency businesses they tend to be rooted in years gone by, and the photos accompanying such articles reflect businesses that look nothing like I am sharing here. It is frustrating in that our channel has many newsagency businesses embracing change and offering retail experiences outside of the traditional we read too often about.

newsXpress Leven is testament to the willingness of Sharene and Wayne to seek out and embrace change. It’s a newsagency for sure, but much much more than that.

One thing to especially notice about this business is the fitout. They have done this themselves. Brilliant!

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Newsagency management

Hey Aussies, the local newsagency may not be what you think it is (part 2)

Mount Lawley News in Western Australia is a small shop located a ten minute or so drive from Perth CBD. I mention that to reflect that this shop is surrounded by competition.

What was a traditional newsagency has been transformed by new owners Matt and the team over the last year. This is a good example of what I’d love journalists and other who talk or write about Australian newsagencies to think of.

What an awesome looking business.

A year ago this shop looked very different. Today, it is attracting new shoppers. New shoppers are the lifeblood of retail. Better still, the change in mix of products drives a change in the GP% of the business. These are factors that play into the strength and value of a newsagency, or any retail business for that matter.

We see too many stories about newsagencies closing. Sometimes, photos accompanying those stories do not reflect the best practice retail we are seeing from plenty of newsagents, like Mount Lawley News.

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Newsagency management

Hey Aussies, the local newsagency may not be what you think it is (part 1)

Take a look at part of the Christmas story at newsXpress Sarina, located half an hour out of Mackay in Queensland. Sarina has a population of 5,000. The shop is a stand-out in town for Ita range, and its retail innovation.

What a joyful shop to shop!

Too many journalists and too many Aussies think of a newsagency as we were twenty or more years ago. Times have changed for many, thankfully. Many newsagency shops today are innovative, inviting and thriving!

What Shelley, Mark and the entire team at Sarina does is excellent, best practice retail. Their shop attracts people from out of town. years ago, theirs was a more traditional shop. They have made it what it is by leaning into change.

newsXpress Sarina is a good newsagency journalists and others need to think of next time they go to talk down our channel.

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Newsagency management

Angler’s Almanac and Tide Guide from The Great Outdoors cease publication

The Angler’s Almanac and the SE Queensland Tide Guide will not be published for 2023 and beyond, which is a blow for keen anglers and for retailers who serve them.

These special interest titles were loved by those who bought and used them, and they’d always find them no matter where they were placed in the shop.

This is not an end of the world post. Rather, there are better, more efficient and accessible, ways through which to provide access to this information.

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magazines

Interesting report on retailer confidence

Thinking about the recent Lotterywest survey of retailer confidence, salesforce has released a results of a study undertaken in partnership with the Australian retailers Association:

New research reveals retailers remain confident in the face of economic uncertainty

Retailers prepared to retrain sellers for a new reality of rising inflation, supply chain bottlenecks and regulatory uncertainty, according to new research from Salesforce

Australia, 12 December 2022 – Salesforce, the global leader in CRM, today released the fifth edition of its State of Sales Report, in partnership with the Australian Retailers Association (ARA), which reveals 83 per cent of ANZ retailers have strong confidence in their organisation’s ability to close deals despite changing social and economic conditions.

The report, which surveyed nearly 8,000 sales professionals worldwide including 135 sales leaders, managers and representatives who work in the retail and consumer goods sectors across ANZ, uncovered how sales teams are adapting to evolving external challenges and customer demands to drive efficiency, productivity, and success now for their business.

It found 78 per cent of ANZ sales leaders say selling is harder than it was two years ago, with unpredictable market conditions, competition with other businesses, and changing customer expectations amongst the biggest challenges to sale’s teams overall goals.

Yet despite ever-changing market conditions, retail sales professionals are prepared for the future. Eighty-two per cent of sales professionals are very confident in their organisations growth strategy over the next year, with 81 per cent feeling confident that on the whole their organisations are able to retrain or reskill their sales workforce for today’s new economy – with a renewed focus on productivity and efficiency.

Commentary on the report
Jo Gaines, Area Vice President for Retail and Consumer Goods, Salesforce said:
  • “Today’s retailers are adjusting to a world that is more competitive, complex and resource-constrained driven by external factors like rising inflation, supply chain challenges and changing regulations. However, those that modernise their tech stack and leverage new technologies like artificial intelligence can create a more productive workforce that better understands who their customers are beyond a single moment in time.
  • “This alongside improved cross-functional alignment between sales and marketing, customer service and sales operations is enabling efficiencies and freeing-up sales reps to focus on what they were hired to do: focus on the human side of selling and build meaningful relationships with their customers.
  • “In the face of uncertain economic times, short-term sales opportunities are taking a back seat in favour of long-term relationship building. In the year ahead, retailers must focus on fostering customer loyalty to drive recurring sales and consistent growth.” 

Paul Zahra, CEO, Australian Retailers Association said:
  • “The world of retail is evolving at an ever-increasing pace and sales professionals know better than most the importance of meeting the customers where they are. The pandemic accelerated changes and shifts towards omnichannel retail and demonstrated that those willing to harness technology and innovation to meet their customers needs were able to be resilient in the face of crisis.
  • “Retailers who used the past few years to consolidate their technology strategy are now reaping the benefits of sophisticated systems set-up to support growth and success.
  • “Post-pandemic, we face fresh headwinds – compounding economic strain, supply chain and resource challenges and labour shortages as well as the impact of climate change on customer sentiment and product and service offerings. It’s important for retailers to consolidate their learnings from the pandemic and to continue to listen closely to their customers and feedback from their sales teams to help navigate through what is bound to be another year of intense challenge – but momentous opportunity.
  • “The ARA predicts Australians will spend a record $66 billion in the November to December pre-Christmas trading period this year, up 6.4% on last year’s spending. The higher numbers are driven largely by price increases as well as stronger food and hospitality spending, as Aussies enjoy their post-pandemic experiences. While these are great results, it’s important to acknowledge that price increases are a factor in these numbers and are also driving Australians to spend to get in ahead of inflation.
  • “Despite the record sales numbers expected in the tail-end of 2022, retailers need to be preparing for an uncertain 2023. Agility, future focus and maximising efficiency are key skill sets needed within retail teams. Focus needs to remain customer-centric, as loyalty and retention are imperative to success in the coming years.”
Key findings:
  • Retailers feel stifled by a complex and competing sales environment: Companies are moving away from high-risk growth strategies in favour of modest and consistent growth. Globally, 42% of respondents say company-wide sales strategies and selling techniques have completely changed since the pandemic, with a focus on value-based communication that aims to solve a customer’s or prospect’s biggest challenges. 
  • Operational efficiency is taking on growing importance: Sales ops are expanding into a more strategic role, tasked with enabling sales reps to spend more time in customer conversations. Retailers say data-driven tactics, improving training on tools and technologies, and improving data accuracy and quality are amongst the most important factors to drive growth over the next year.
  • Artificial intelligence key to enabling a productive workforce: Artificial intelligence (AI) is becoming more entrenched in day-to-day activities, with 45% of retailers saying AI has been a major improvement in the use of sales reps time, prioritisation of leads (41%), and gaining an understanding of the competition (39%). 
  • Employers are focused on improving the staff experience: Retailers are looking to upgrade training and benefits to set employees up for success. But new headcount is limited – the turnover of sales professionals over the next 12 months is expected to be 26%. 
  • Retailers strive to meet rising customer expectations: Customers are looking for sales reps to meet them wherever they are, regardless of channel: this includes ecommerce platforms, social media networks and personal assistants. Currently retailers connect with customers on an average of 10 channels, with email (86%), phone (86%) and social media (85%) being the most commonly used. 

 

Methodology
Data in this report is from a double-anonymous survey conducted from Aug. 24, 2022, through Sept. 30, 2022. The survey generated 7,775 responses from a range of sales professionals from across North America, Latin America, Asia-Pacific, and Europe. All respondents are third-party panelists.

About Salesforce
Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com/au.

For more information
Download the full State of Sales report.
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retail

The best move you can make to sell more chocolate and candy at the newsagency counter

I my newsagencies we sell high-end delicious chocolate treats. The challenge is that people don’t know how good the chocolate is unless they try it. So, we regularly cut up some treats for tasing: chocolate, fudge, rocky road, and more. Each time we do this, the products sell.

Of course, we do it in a safe way, and we don’t push. What you see in the photo is at the counter, and people help themselves.

Darrell Lea were strong on takings back in the 1990s. I think it was a requirement, but I may be wrong on that. Certainly, back then, it worked a treat. And, we have done it since with other chocolate and candy makers.

It has worked very well. I highly recommend it.

Oh, and we don’t sell any everyday candy or chelate you can buy at the supermarket or a convenience store.

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retail

In all good newsagents – a pet peeve

It frustrates me when people say something is available in all good newsagents so imagine how frustrated I am at this:

And some less good ones. FFS!

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Ugh!

Good start to the 2023 calendar season in the newsagency

Looking at data from a small number of shops that specialise in calendars, the 2023 season is off to a good start. Depth of range, as always, is key to success.

This is the front of store range in one of my shops as at yesterday.

Social media is also key to success with calendars. Posts featuring photos of special interest titles can be shared multiple times.

I mention calendars today this used to be a category newsagents owned. Now, too many have moved away from it. But, with a GP% of 60% and more, calendars are an excellent opportunity for Christmas gifts.

They will sell well into 2023 without discounting, which is also a win.

I know it’s not too late to get into 2023 calendars.

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Calendars

Single day newspaper ‘subscription’

This move by the Charleston Gazette-Mail is innovative:

The better moves in my view would be the single article purchase for a few cents or a topic follow for a set number of days, also for a few cents.

There are many ways publishers can monetise their content and rely less on print.

Plenty of online platforms offer pay as you go or access opportunities. It surprises me that newspaper publishers have not picked this up. They have the content.

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Newspapers

The latest issue of Australian Traveller magazine is an easy social media pitch

Australian Traveller is a terrific magazine. It’s Aussie made and focussed. It’s perfect for travellers and people who love travel.

This latest issue is a social media opportunity for here’s why: pitch this issue as a gift to post to overseas family and friends as a passive aggressive pitch for them to visit Australia.

Here’s the test I used:

Now here’s a perfect gift to mail to overseas family members who don’t visit you in Australia as often as you like. This special issue of Australian Traveller showcases some wonderful destinations in our beautiful country. It’s a perfect passive aggressive gift for Christmas, a bit of fun … which could also get them booking tickets to visit you!

And here’s the photo I used to accompany it.

Now maybe my words are not perfect, but they are different to what one might expect for a magazine pitch. I’ve tried to make it funny as that’s what tends to get engagement on social media.

I mean it, though – this issue is a perfect gift to send to family and friends overseas. It’s a well produced and inspiring ad for Australia, in the format of an indie magazine.

I think it’s important that newsagents who value magazines pitch specialty titles outside of their businesses. This is what I do, primarily for our Malvern business where magazine revenue is close to $500,00 a year – and it’s in the specialty magazine segments where we are seeing wonderful growth.

I have evidence of quirky social media posts attracting shoppers to the business.

Now, there will be some who say that the 25% GP we make from magazines is too low. It is, for sure. But try as we might, those who control the percentage are unlikely to change it for us. So, we have to make from this what we can, which in my own case is a volume story that aggregates valuable margin dollars to bank for the business.

Back to this issue of Australian Traveller magazine, I really do think it is a good give to send overseas. It’s a postable gift, which is a bonus.

If you have the title, pitch it on social media. Play with your own words. have fun.

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magazines

Card sales in November 2022 in our Malvern newsXpress corporate store are up 59% compared to 2021 and here’s what we did to achieve that.

I have shared this to reinforce that any newsagent can achieve this percentage growth, and to show that every day, I walk the walk in my own newsagency businesses.

There are plenty who tell newsagents what they should do and how they should do it, including me. Only a few of those are practitioners themselves.

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Uncategorized

Reject Shop empty card pockets

Both Reject Shop outlets I have visited recently have had a significant number of empty pockets in their everyday section. Christmas was well stocked.

I am surprised at these everyday empty pockets in that this is the bread and butter of greeting cards. It made me wonder if supply chain issues were impacting them.

It’s not a concern, more an observation. I’m sure newsagents nearby would be happy for empty card pockets at a Reject Shop.

Seeing these empty pockets was a reminder about the importance of being on top of card orders. A few empty pockets near each other can send shoppers elsewhere for cards.

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Greeting Cards

Customers are loving the free Christmas cards

We are a few weeks into the free Christmas card promotion and customers are loving them. While they love the gift of the card, is is the intent of each card that catches their hearts.

This second card has also been bought by customers who want to pass it onto friends for them to use on Christmas Day.

In creating these opportunities, I wanted to provide retailers with something they could give that could nurture a feeling or joyfulness in what can be a stressful and busy time of the year.

Often, people are not aware of the gift opportunity when at the counter. The reactions have been wonderful.

Historically in our channel, we have offered hamper prizes or the opportunity for a cash price is customers buy this or that, or spend a certain amount. This promotion is accessible to everyone. It is modest, and personal.

I am grateful to have this to differentiate from the other card shops nearby.

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Greeting Cards

NSW Back to School vouchers a good opportunity for newsagents

NSW newsagents have a terrific opportunity with the Back to School vouchers. To participate, you need to register with Services NSW. Parents can get three $50 vouchers for each school-age child.

Newsagents using the Tower Systems newsagency software can access advice on setting up for receiving vouchers as a form of payment and how to handle vouchers in a sale transaction.

My advice to newsagents is to gently pitch that you accept the vouchers on your social media pages as well as in-store. Also, ensure that all team members know you accept the vouchers and how they should process them.

Parents and carers can start using the vouchers now. I think being early in your pitch is key here.

The Services NSW website lists what vouchers can be used for, including these stationery items:

    • exercise books
    • pens/pencils
    • coloured pencils/crayons
    • textas/highlighters
    • erasers
    • pencil cases
    • rulers
    • sharpeners
    • glue
    • scissors
    • calculators, or
    • geometry sets.

The other important note is that you can’t give change for a voucher. If any value is left, it is forfeited.

These vouchers are a terrific opportunity for local newsagents and now is the time to embrace the opportunity, not after Christmas, not in the New Year.

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Newsagency management

Our suburban newsagency sold $9,000 in boxed Christmas cards in November, and 80% of that was online

Our small suburban newsXpress business in Mount Waverley sold $9,000 worth of charity boxed Christmas cards over the 30 days of November 2022.

80% of the boxed Christmas card sales were to online shoppers.

Online purchases of boxed Christmas cards have taken off for us this year, after already terrific sales in 2021 and 2020.

We are not doing anything special. Any retailer of boxed Christmas cards could do this from any location.

But having said that, we do carry a broad range, describe the cards so they are found through Google searches and we regularly pitch on social media, leading with the charities the cards support.

There are some in our channel who say that online is a small part of newsagency businesses and that most newsagents ts are not even doing online. I think these types of comments are ignorant and designed to discourage newsagents engaging in online.

Again, what we are doing in this newsagency in suburban Mount Waverley any newsagent, any retailer, could do.

The thing is, what this business is doing with charity boxed Christmas cards is only part of the online story. This business has already passed $300,000 in online sales this year. No, that is not a typo, $300,000 … of good margin sales.

The detail of what we are doing is part of the DNA of newsXpress, in the advice it provides for store specific websites – about range, margin opportunities, product descriptions, online marketing, and plenty more. What we are doing in this business we are also doing in another business, for a different category of products, with similar success.

Online retail is strong, but competitive, high-value, but challenging. It is an opportunity to play outside the constraints of the shingle, an opportunity to leverage space and labour to improve the return on these business costs.

To be clear, a newsagent selling online does not have to restrict what they sell to what is sold in a newsagency. We are in some of our businesses, but not in others.

Once you have established yourself online, thanks to excellent insights data and captured customer data it is easy to grow at a faster rate than in a physical store. 

I get that plenty of newsagents will read this and think they cannot achieve the same. You will never know if you stand still.

There remain many online opportunities that newsagents can leverage to drive the value of their businesses and to improve the efficiency in their use off labour, space and more in their businesses.

Important footnote: The value of the online boxed Christmas cards purchases goes beyond the cared themselves. These shoppers do put other things in the basket – not all but plenty, making their shopping with us even more valuable.

Second footnote: This is a business without lotteries and without magazines FYI. I mention that to reinforce-orce that we do not have two key and newsagency-traditional traffic drivers in the business.

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Greeting Cards

A warning on phone scams

Someone recently rang a shop and asked to purchase some gift cards. A the shop did not have them in stock, the caller suggested they buy them from a nearby supermarket that was running a sale. They pointed out that the shop could make more money by selling them at full price.

A staff member went to the supermarket, bought some cards and then, over the phone, sold two to the caller, before another person in the shop intervening because of suspicions of fraud.

It was theft, plain and simple.

The moment someone on the phone suggests you go to another shop to purchase something the call should be over.

While cyber crime is all in the news right now because of Medibank, Optus, Harcourts and more, there has been no decline in old-school fraud, like described above. This is the time of the year, when we are busy, and maybe with our guards down because of this.

It is worthwhile reminding team members to be on the lookout. Unless you know the person, be suspicious. And, for sure, never transact over the phone unless you are absolutely certain you know the person.

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Newsagency management

The Australia Post 40% surcharge for packages to WA may be here through to Christmas

I sought clarity from Australia Post management as to how long the 40% freight surcharge to WA may be in place. They responded indicating they were hopeful it wold end by Christmas but could not guarantee it.

Here we have a massive government owned business increasing fees by 40% and getting little media coverage and airline crew considering strike action for a far lower percentage wage increase and it’s front page news.

For any business selling to people and businesses in WA, the surcharge is a considerably cost. Today, 24 hours after the surcharge began, my own businesses have not passed on the increase. Like others, we are waiting to see what happens. The thing is though, in reality, I have no idea what I am expecting to happen.

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Newsagency management

newsXpress partners with the Royal Australian Mint to get more Donation Dollars into the hands of Australian’s in the lead up to Christmas.

This is a big deal, a respected government organisation partnering with local commercial businesses, local newsXpress stores, in an initiative that has community at its heart. The Donation Dollar is all about encouraging Aussies to give to charities and community groups.

The Donation Dollar is a respected initiative, something that has attracted praise from around the world.

The engagement by newsXpress stores in this is a wonderful opportunity for the members of the group.

MEDIA RELEASE 23 November 2022 

More Donation Dollars out in circulation in the lead up to Christmas 

Today, the Royal Australian Mint (the Mint) launched a new initiative to get more Donation Dollars into the hands of Australian’s in the lead up to Christmas.

This initiative, which will be rolled out at newsXpress retail stores across the country from 24 November, encourages people to swap their change for Donation Dollars and increase charitable giving in the lead up to the Christmas holiday season.

Managing Director of newsXpress stores, Mark Fletcher said “We are excited to be working with the Royal Australian Mint on this important initiative. With nearly 200 stores across Australia, newsXpress can help get Donation Dollars into the hands of thousands of Australians in all parts of the country.”

Royal Australian Mint CEO, Leigh Gordon, said rolling out this initiative through newsXpress stores will make Donation Dollar more accessible to Australians.

“We have minted one Donation Dollar for every Australian as a tangible reminder of the importance of giving back. Donation Dollars have been distributed through the banks since September 2020 with an estimated six million currently in circulation. While Australians will continue to come across Donation Dollars, this partnership with newsXpress means that Australians don’t need to wait to find a Donation Dollar in their change, they can simply visit one of the newsXpress stores to get their hands on a Donation Dollar – making this hard working coins more accessible to all. Every dollar out in circulation, is another dollar working to make Australia better.

The coin is designed to be instantly recognisable with the words Give to Help Others and a green centre with a gold ripple design emanating from the centre symbolising the ongoing impact each donation dollar makes to those who need it most.

“Since its launch in September 2020, 2.8 million Australians have found and donated one or more donation dollars to a charity or a business or person in need. Independent research commissioned by the Mint shows that the average donation prompted by the Donation Dollar is $21, equating to approximately $59 million in donations generated by this initiative to date.

“I encourage all Australians to visit their nearest newsXpress store and swap their regular dollars for a Donation Dollar, or check their change, car consoles and saving jars for this very special coin. When you get your hands on a Donation Dollar, remember to donate it to someone in need, whether this is a charity, homeless person or struggling business,” said Mr Gordon.

From tomorrow, Australians can head into their local newsXpress retail store and swap their dollars for Donation Dollars. For more information and to find a participating newsXpress agency, visit www.donationdollar.com.au

About the Royal Australian Mint 

The Mint is an award-winning, world class Mint and a global leader in the mint industry. The Mint produces circulating coins for Australia and other countries; collectible and investment coins for domestic and international customers; and custom-made medals, medallions and tokens for individual or corporate clients.

The Mint is also a national cultural attraction that educates millions of Australians and international visitors on the history of Australia’s decimal currency, and the significance and value of coins.

About the Donation Dollar 

The Donation Dollar is an official circulating coin, designed to be given, not spent or kept. The Royal Australian Mint will produce 25 million Donation Dollars, one for every Australian. If every Australian donates one Donation Dollar a month, an additional $300 million every year can be raised for those who need it most.

Coins are efficient products in that people visiting to purchase coins often purchase other items in the business as many coin sets are purchased as gifts.

Now, the Donation Dollar is a bit different as it can be purchased but will more likely be handed out as change – this iOS hope the Mint is keen for it to reach the community.

 

Note: I am the Managing Director of newsXpress Pty Ltd

7 likes
Newsagency opportunities

News Corp loses the Victorian election and brings into focus the role of its newspapers

The story bouncing around Twitter today via some commentators is the failure of News Corp, and in particular The Herald Sun to win the Victorian state election.

Jonathan Green shared this image of front pages:

Barry Cassidy made this point:

Then there is this from Emily Webb:

And this from a former respected Herald Sun journalist Rohan Connolly:

For those outside Victoria, these observations from journalist Neil McMahon may assist:

And in terms of what happened and why, this piece by Patricia Karvelas is well worth reading:

Given the election results, there would have to be people at News Corp.thinking about their business and what needs to change since their considerable investment in this election has failed. If the company does not change its output focus, I suspect product purchases will continue to decline.

No matter what your politics, any post election assessment needs to consider the extent of the failure of News Corp to cut through. A newspaper not cutting through is a newspaper with a problem.

One answer for News Corp is that they go back to journalism, and leave their political lobbying and their donation of free advertising to others – they should go into the vaults and check out pre-Murdoch copies of The Sun and The Herald and see what made those newspapers great, and trusted. They should go back to fact-based journalism.  And, they could cancel the contracts of all opinion writers.

But maybe there is money in what they do. If there is, they will stick to what they have done for years. It will be interesting to see how it plays out. I doubt there is money in their yelling at people, being a propaganda pamphlet rather than a news outlet.

The Victorian election result reflects damage on the News Corp brands in this state. I suspect it will cost some sales. It will be interesting to see if the damage is sufficient to negative impact ad revenue. negatively impacting ad revenue is something that would catch the attention of those making the decisions on the on what and how they cover politics here. And it is at this end, the commercial end, where the decisions of News Corp. play out for newsagents.

I do not expect to read any analysis in their pages about the considerable failure News Corp. as a company suffered yesterday in Victoria.

Footnote: What I have written here about News Corp and The Herald Sun I could also write about Neil Mitchell at 3AW. The few times I listened in it was biased commentary, not fact-based. The election result bust be seen as a Neil Mitchell failure, too.

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Ethics

Christmas really does bring out the worst in people

At a shop counter I heard a customer say (yell) it’s just not good enough. I want to buy it. I came here to buy it. I have money to buy it. And you’re out of stock. What am I supposed to do now.

The person at the counter had no answer. The customer stood their ground, repeating different versions of the same stuff.

Online, a customer placed an order and then rang the store 5 minutes later asking when they would receive it. The team member on the phone explained the process, that orders are picked in the order in which they are placed, the customer yelled I just paid you and now you say there is a delay. They hung, and called back a minute later. I want you to promise you will send it today, they demanded. When told the biggest delay to getting picking and packing done is calls like this, the customer demanded to speak to the supervisor. I am the supervisor was the response.

A newsagent emailed the owner of a supplier with words of venom and disrespect, demanding the attention of the owner for an issue completely outside their control. They refused to consider the evidence that they were wrong. They ignorantly told the business owner how to run their business.

Each of these stories is true and unrelated, in unrelated businesses. The connection is the season and the tension associated with it.

People are on edge. I suspect it is partially Covid related – it’s still there, impacting business, impacting everyday in terms of staffing, the supply chain and more.

What I don’t get is that there is too often right now no escalation visible, people are at full volume, full anger in a heartbeat and they are too ready to blame others while not listening.

As employers our role is to protect those who work for us, to ensure a safe, respectful and healthy workplace. If I hear of people being rude, abusive or offensive to anyone working for any of my businesses I will stand up to them and, if the situation warrants, invite them to take their business elsewhere.

Life is too short to put up with ignorant, rude and offensive customers.

6 likes
Newsagency management

More from Australia Post on the situation with freight to and from Western Australia

We received this updated information from our Account Manager at Australia Post corporate late yesterday:

Introduction of a WA Emergency Service:  

With key road and rail transport arrangements into and out of Western Australia significantly disrupted or unavailable, we are obliged to declare an emergency ‘force majeure’ event. This means the acceptance and delivery of Parcel Post (eParcel) and StarTrack Road Express consignments under the terms and conditions of your existing agreement are unfortunately suspended and cannot be offered in the short term.

Until these critical lanes can resume efficiently, we have stood up a replacement “WA Emergency Service” option that includes an additional temporary levy to assist with the significant increase in road transport costs into and out of Western Australia. This will help ensure we can continue to deliver for our customers. The WA Emergency Service terms are outlined below and apply until the force majeure events come to an end.

  • The WA Emergency Service will incur an additional emergency measure cost of 40% (ex GST) of the freight charges currently set out in your agreement.
  • The WA Emergency Service fee is temporary and will apply to all articles lodged for interstate delivery into, or from, Western Australia.

The WA Emergency Service will come into effect for any parcels lodged and/or manifested from Monday, 28 November 2022. The fee will appear on your invoice and will be payable in line with your existing arrangements.

There is currently no change to our Express Post and StarTrack Premium services.

It is interesting to me that there has been no coverage on this in the news.

1 likes
Australia Post
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