APRIL 2010
www.ucbstores.com.au
WHO’S COMING TO HAMILTON ISLAND? UCB NATIONAL CONFERENCE OCTOBER 11-13, 2010
p34 Hello and welcome to the April issue of the INformer. I don’t know about you, but the year seems to be flying past!
REG JOHNSTON
National Conference very low cost it will give your shop In this issue is exciting news on our a big boost. Do this with a relay of national conference which is on the your store using the planograms move north from the Gold Coast from our website plus input from to a bit further north – Hamilton our customer service managers and Island! you will see great improvement in The dates are October 12 and both sales and profitability. 13, so put them in your diary and So, now is the time to go for it get yourself organised to send with Project 10. Contact Belinda, the accommodation form back to Darren or Laurie and they will Hamilton Island and the conference explain the process to you – or acceptance back to Streamline, so contact UCB’s head office on you’re ready for a great time! (02) 9899 4800. One word of warning: Hamilton Want to improve your store has limited flights in and out, so you even more? Then fast&ezy is the need to book your flights early. To be shop upgrade you need. It’s the sure of being able to get there, make leading store upgrade program for sure you’ve made your bookings independent stores and the stores by the end of this month (April) – we have converted to fast&ezy otherwise it’s a long swim! are showing +25 per cent sales We have listened to your increases. Steve Brown is the man to comments from last year’s speak to, so give him a ring on conference and have extended the 0423 053 032, to show you the time allowed for the trade show, so benefits of the program. the deals will be even better than Don’t put it off. Survival in our last year. There is no excuse for not competitive market place means coming along. you need to invest in your store. Your But wait, there is more ... our gala customers will demand it. UCB has dinner is a Carnivale theme (can’t two offers to help you: Project 10 – wait to see what Darren turns up the low-cost signage package plus in) and the headline act is Guy a relay will give your store the shot Sebastian. You don’t want to miss in the arm it needs – and for those that. The last time he entertained planning on expanding their store, us it was just fantastic, so get fast&ezy is the answer. your booking forms filled in today The results we have been and get ready for a mind-blowing achieving is all the reason you need national conference. to invest in your store’s long-term survival and profitability, giving It’s Time To Be Positive! you many more profitable years in This year it’s time to be positive with business. Let’s be positive and go for your business and start planning to it and improve your store – UCB is grow and improve your store. ready to support you to achieve the We at UCB are keen to see you results we both want: more money improve your business so we are for you through more sales! launching a new signage package Hope you enjoy this issue of the which, for around $1300 plus INformer. As usual, there’s lots installation, will give your store of good information to help you a new snazzy image that your improve your store – that’s our customers will love. mission. We’re calling this new development ‘Project 10’ and for this Best regards, REG
2 UCBSTORES.COM.AU I APRIL 2010 14 CONTENTS 4 UCB UPDATE – ACCS Introducing Sheryle Moon 8 UCB UPDATE – ACCS State of industry report summary 12 NESTLÉ 4 Buying into brand awareness 14 GETTING A HANDLE ON THE HOLDEN Layton Crambrook – one of Australia’s top young drivers 18 UCB UPDATE – BOTTLED GAS Don’t sign anything… 22 UCB UPDATE – COLD DRINKS 22 Get more bang from beverages 24 UCB UPDATE – FLAVOURED MILK Make mine milk with mmmm 30 ATMP The first retail commandment – Know thy customer 34 UCB UPDATE – fast&ezy 30 It takes two… 36 UCB UPDATE – fast&ezy The change that makes a difference 40 UCB UPDATE – TOBACCO A check on tobacco restraints
42 60 SECONDS WITH SWANNO 34 Lynne and Ken Davies
APRIL 2010 I UCBSTORES.COM.AU 3 4 UCBSTORES.COM.AU IAPRIL 2010 UCB UPDATE - AACS MOON-AACS SHERYLE INTRODUCING UCB UPDATE - AACS APRIL 2010 I UCBSTORES.COM.AU 5 “We need to get positive “We a we have sure need to make “We While this type of work is a big part industry. “This is a hyper-regulated “The industry point, is at a juncture is important and “Awareness that if there is a convenience store store is a convenience that if there is the AACS story hitting the news, there. because sometimes representation the media will start the story a in [Channel example, For way. negative affairs current nightly Seven’s recently Tonight Today program] did a report which started talking gouging stores about convenience but we Christmas, over consumers managed to include an explanation reasons lots of different are that there to one store from prices change why another. image because at positive the end a is nothing like of there the day is A supermarket store. convenience and store a convenience nothing like for to pay that people forget have they sometimes.” convenience not the it’s being, for reason of AACS’ most or not important what part, Sheryle understands to be one of the in her That, most important issues. trying is lobbying, to change the view, convenience rules the way that govern do business. stores a lot around of legislation There’s also a lot of buttobacco there’s out coming potentially legislation Taskforce Health of Preventative the which is around things like report, and sugar and caffeine obesity so salt, in the spotlight. are deemed to be part it’s of some where of in ongoing health problems the can’t but you of course Australia, because that, blame an industry for individual have individual consumers choice. is importanteducation so people understand of the consequences “My role also involves promoting promoting also involves role “My a are under our umbrella “Also By this Sheryle means the fact that have we don’t need ensure to “We Sheryle has Since her appointment, member activities. As retailers and As retailers member activities. opportunities suppliers value to get AACS way, together in an informal a number of and provides organises updates, networking and information to and so forth, meetings breakfast allow industry members to interact with each and build relationships other. and best practice training a number of have We environment. and we in place to do forums that, something called the AACS also have access which facilitates University members and non-members to a for – some owned by of courses variety us and some supplied by our training partners – that would help them be inproficient their businesses. number of sub-committees that look security safety, at health, like things sure to make and the environment, looking at best for we are practice up and hardening the industry. those, up hardening the I personally believe industry is important.” is a lot of crime committed there One of stores. against convenience her own personal goals is to harden up the industryas a whole – not just or individual stores individual retailers – crime is any to the point where down to minor incidents. or other people thinking employees store a convenience that for working up Hardening job. is a dangerous the industry has a lot of benefits for our economic the cash flow, for but it also has a very circumstances, impact employment.” positive for the on raising been concentrating of profile the industry in a positive been putting She’s in the media. way out opinion pieces and making sure The Australian Association Association The Australian talking everything from “We’re 5000 around represent “We so why a reason if there’s Asked as of the “One things we, of come that I’ve the reasons “One has many Sherylethe AACS says It was the late, great Groucho Marx Groucho great It the late, was want to who once said he didn’t belong club to any that would accept him as a member … but he wasn’t eligible to join the AACS. exists to Stores of Convenience store the convenience represent with owner-operators from sector, right through to the large single sites, as well as independents the corporate owned and operated/franchised Express or Coles 7-Eleven, like concerns Woollies. or who operate guys large the very some of which stores, convenience and some attached to a forecourt are right to through the which aren’t, corner mum-and-pop single operator who took Sheryle Moon, says store,” of Director the AACS as Executive over in September last year. Australia, around stores convenience which is about of one-third the total population.” C-Store members, in many the sector aren’t at and Sheryle comes the question angle. a different from need to do is an association, a better value to demonstrate and potential existing for proposition a higher need to have We members. and we need to profile to do that, political substantive some achieve socio-economic changes. is on board to do some lobbying and so we get better consultation So, at the political level. representation who are the people we represent yes, but we also talk to in the the business, decisions which can people who make business.” store the convenience affect for with one being a facilitator roles, UCB MEMBERS HAVE AUTOMATIC AUTOMATIC UCB MEMBERS HAVE MEMBERSHIPTHE AUSTRALIAN OF OF CONVENIENCE STORES, ASSOCIATION IT MEAN? DOES WHAT IS IT AND WHAT BUT WE THE HELM, AT A NEW LEADER WITH FIND A BIT OUT TO TIME WAS IT THOUGHT IT DOES WORK THE AND AACS MORE ABOUT BEHALF… YOUR ON - AACS SHERYLE MOON industry].
UCB UPDATE “I’ve run my own consulting company and I was president for Australia and New Zealand for Julia Ross, so I have quite a different background. Then, for about 18 months, I ran the Australian Information Industry Association, which is very similar to this in that it’s run on behalf of the retailers in the IT industry, with links to the associated suppliers. “I ran the Association in the lead-up to the last Federal election and had really good relationships with the Federal government and opposition and with all the state governments. I also had lots of media experience, so I think all of that was the attraction for the AACS board when they did their recruiting.” Sheryle says there is no set term for the job. She’s there until she decides to quit, or the Board decides she is no longer for the role. She hopes neither happens too soon because she has set herself some big goals. “I really want to put the convenience store sector in a more positive light, so that people see that it is a vital and valuable contributor to the economy and that it does meet an evolving need from consumers. “And I think that’s one of the keys, their decisions but at the end of the legislation in place which is a cost too. It’s very easy to think of our day, they are their decisions – but I and time impost on retailers when convenience stores as the petrol don’t think we will win that one, and we’re not even sure that the health station and the greasy food, but as the certainly not around tobacco.” outcomes of the Taskforce report will economy has evolved, and as we’ve all Sheryle says friends often tell her be achieved.” had a better idea of what we should they can’t believe she is an advocate Sheryle is a breath of fresh air at and shouldn’t eat, the categories for for tobacco and she has to clarify that the AACS for a number of reasons. convenience are changing. she is not advocating for people to While one of them may be the fact “Of course tobacco is still a very smoke. that she is the first woman in the role, important category but we’re also She is, she tells them, advocating it’s not that which could guarantee seeing growth in other areas, such for consumers to have access to a her success, but rather the wealth of as coffee service, with a number of legal product. She’s also concerned experience she brings to the job. convenience stores actually running about regulations that make it hard “I haven’t come out of the industry. barista services. The fresh food – for retailers to go about their business. The previous executive directors all sandwiches not with a date stamp but That applies with the changes in came from the oil industry. I have an IT with an hour stamp, fresh produce, tobacco sales regulations, and the and consulting and HR background, so fresh fruit. potential changes as a result of the I’ve worked for organisations like IBM, “In fact there’s both a push and a Taskforce report. Accenture and Manpower [a world pull for convenience stores. They’re “I’m concerned that we don’t put leader in the employment services putting, say, bananas out on their
6 UCBSTORES.COM.AU I APRIL 2010 UCB UPDATE
shelves, hoping people will buy them, so they’re doing a bit of pushing change to their consumers, and of course consumers are demanding different things, so it is a very agile
industry – it is moving quite fast, - AACS both in terms of what people expect SHERYLE MOON and also in response to some of the regulation.” Sheryle says it’s easy to see huge changes in the industry within the last five or 10 years. She lives in inner Sydney and notices the difference at her ‘local’: for example, she can now buy beauty and health products in convenient sizes whereas a few years ago, she would have had to look elsewhere. As a latecomer to the industry, she is perhaps more aware of the changes than someone who has been working within it for years and just been ‘rolling along with the changes’ as they have happened. There are other changes, too. “I think, because of the global financial crisis, people have decided to do smaller basket shops but more often, especially if they’re only couples or singles, so they do their top-up shop at the nearest convenience store rather than hopping in the car and driving to the supermarket. “And the price differences aren’t as big as they used to be, which makes the convenience store more affordable – and at a time when supermarkets are open longer hours, nearly as long as the traditional convenience store hours. There’s also a wider range of products and it’s still easier to park than at the supermarket!” When the time comes to call a halt to her job – either by her choice process going forward. We will I love to travel as much as I possibly or the Board’s – she has several key continue to work on the validity of can, and I’m a bit of a foodie, so not performance indicators she would like retail display bans in convenience only do I like to eat good food and to have met. A personal one for her, stores, and other such restrictive drink good wine, but I also like to cook. rather than the Board, is hardening up legislation, but it is hard to affect So I’ve done a lot of high level cooking the industry, as mentioned earlier, but something already in place. I really courses to make me a better cook.” there’s something more vital to the see my role as being more involved in ** Check out the State of the future of the industry itself that AACS the consultation for legislation that Industry report from AACS on Page 8. is focussed on. could affect convenience stores in the And stay tuned for regular updates “The biggest success I could future.” from Sheryle about what AACS is have would be changing a piece of Sheryle’s role is a busy one, and doing for you. legislation – and that’s a hard one if definitely more than a fulltime job, the legislation is already in existence but she does like to keep busy outside – but having the influence and being working hours too. involved in the consultative process There’s a husband and three grown- up-front, so AACS can achieve a up children and an interest in the positive legislative environment for great outdoors. the convenience store sector. “I love to sail and dive and trek and “It’s about being involved in the Sydney is certainly a great place to sail.
APRIL 2010 I UCBSTORES.COM.AU 7 AUSTRALIAN ASSOCIATION OF CONVENIENCE STORES - AACS STATE OF INDUSTRY
UCB UPDATE REPORT SUMMARY
EXECUTIVE SUMMARY Nearly every Australian stops at a Convenience store – their local convenience store. They pop in on the way home from work or school. They grab a morning coffee or afternoon snack. They walk or drop in after filling up with petrol. The 15,000 convenience stores in Australia have approximately 10.7 million visits a day, every day of the year. There is a Convenience Store for every 1500 Australians. Open 24 hours a day, 7 days a week the sector provides an extraordinary showcase for makers of consumer products. The sector turns over $16.5 billion per annum and employs in excess of 150,000 people. Over the years the simple “corner store” has evolved into a modern convenience store, reflecting the changes that have occurred in our society. It still provides the staples (milk and bread) for many house-holds as well as the occasional “top up shop” and the “on the go” drinks and food items. Open for more hours and with a broadening product range, it remains close to its activity that is essential to the launch ranges of fresh, healthy foods neighbourhood and community. Australian economy. and snacks and increase the amount The little corner store is now The convenience store sector of fresh fruit and vegetables that big in some cases. Some have plays a vital role in the distribution consumers can purchase. Convenience become part of a large chain, and chain, between the manufacturers of retailers take their commitment to others offer snacks, petrol, an ATM various products and their consumers. their communities seriously and or even telecommunications and The stores have a major impact on often go beyond the requirements of entertainment products. Their focus is government revenues, from the taxes legislation around tobacco sales to always on offering personalised and paid on purchases made in the store minors. friendly service. Each Convenience to income and company taxes for the In an international context store serves an average of over 700 many people employed in the sector, Australian convenience stores are customers per day and often it is the including young people entering the just as productive and efficient as last neighbourhood business left in a part-time workforce and immigrants. those in other western countries. community. Whether it is located in Convenience Store operators are AACS maintains relationships with its the heart of its community or near a committed to responsible retailing sister convenience store associations busy highway, part of a major chain or and support the broader community across the globe to provide insights independent, selling petrol products or agenda for Australia to be the for members into new products operating a food bar the convenience healthiest nation by 2020. This drive and service capabilities as well as store provides access to an economic has seen many convenience stores striving for best practice examples of
8 UCBSTORES.COM.AU I APRIL 2010 UCB UPDATE - AACS
in the channel continues to see more Australians served more frequently in convenience stores, leading to increased sales, the profit margins of the convenience retailers has fallen for the second consecutive year. In an economic environment where rents and wages continue to rise this presents a real challenge to convenience retailers in the years ahead. Convenience shoppers also increased the amount they were spending on merchandise sales in 2009, up +8.1% from 2008. The evidence suggests that more Australians shopped in convenience stores for a larger basket of goods than previously. The growth categories in stores are food services, particularly fresh bakery and coffee with some stores operating Barista services for workers in nearby offices. Other strong performing categories include the energy and water beverage segments and health and beauty products. These are gradually replacing tobacco as drivers of convenience store growth and profitability. operational, health, safety, security and environmental aspects of the industry. CONVENIENCE & COMMUNITY Deeply seated in their communities, convenience stores are undergoing an evolution that closely tracks the growth of the population, changes in the price of products they distribute and the economic conditions in which they operate. The global financial crisis in 2008/09 had the effect of making trading conditions difficult for convenience retailers. Whilst the innovation, professionalism and drive
APRIL 2010 I UCBSTORES.COM.AU 9 suggesting that shoppers are more planned and value conscious due to the economic uncertainty.
- AACS Whilst Australian convenience retailers do a superb job and providing a wide range of products and services on a daily basis, shoppers suggest there is still room for improvement, with the level of failed purchases consistent at around 5%. With product
UCB UPDATE availability being the most important aspect in shoppers minds the industry as a whole should continue to focus on this area. Source: HIM CTP survey
FUELING THE NATION they can get exciting offer and “value for money” from the convenience Industry Views Sales were slightly ahead versus channel. 2009 saw shopper’s levels When we surveyed leading retail 2008, up +2.5%, with a good increase of engagement in purchasing figures in the industry we can see that in the amount of fuel bought per merchandise items increase from 49% there are is mixture of views on the transaction, suggesting that people in 2008 to 56% in 2009. major issues facing the Industry. 66% continue to use, need and purchase Whilst serving the whole of the of retailers are confident of achieving the same amount of fuel, although local community, the main type of business growth in the next year and they are filling up with more fuel shopper served by the convenience 89% agree that the Government’s per occasion but buying fuel less channel continues to be the „Busy stimulus package has had an impact frequently. Whilst the overall industry Providers’ representing 30% of all in the Industry. Conversely, 78% of figures seem positive the underlying shoppers in the channel, with retailers retailers surveyed believe that the challenge for individual stores continuing to develop their stores to economic situation is negatively continues with the average fuel sold meet the needs of these shoppers. impacting sales and competition per store p.a. continuing a 5 year For example, the bread and milk from large chains and other channels downward trajectory, although sales value offer is now represented in continues to be a concern for many per store has stabilized to 2008 levels. most retailers and this has driven retailers. An ongoing concern awareness in the total channel. continues to finding suitable staff SERVING SHOPPERS The challenge for both retailers with 78% agreeing that it is hard to and suppliers is the “impulsiveness” find suitable staff, in an industry that 2009 saw a rebound in the of each category which over the has on average a 36% turnover of staff performance of the channel and a past year has reduced. Nearly 80% per annum. renewed confidence in the industry of all shoppers knew exactly what The following data was based on a sample of from the shopper. This was driven they were purchasing in store and surveys conducted with Senior Managers and by aggressive promotional activity Executives within Retailers, across seventeen for the first time actual spend was statements covering a broad range of areas. which showed the customers that in line with intended spend, perhaps
10 UCBSTORES.COM.AU I APRIL 2010 UCB UPDATE
Industry scale of operations across the nation. some general perceptions, financial In every suburb in metropolitan, and store metrics, and category data. Collaboration regional and rural Australia the sector The data is provided by the majority Retailers are generally satisfied with has to comply with hyper-regulation of Petrol & Convenience Retailers the services and support they receive nationally as well as in each of the in the Australia marketplace and from their Supplier partners, with 8 state and territory jurisdictions, includes data from all the major - AACS 78% agreement to the question „I that affects all products offered Retailers with the inclusion in 2009 value the advice and information I and activities undertaken in the data of Woolworth’s Petrol. get from manufacturers’. Similarly, convenience store. This compliance In the 2008 State of Industry Report 55% agree that „we are working requirement is magnified when petrol Woolworth’s Petrol’s data had not more collaboratively with suppliers and other forecourt products are been provided so we have been able than we used too and whilst the provided. Sometimes this compliance to restate the Fuel statistics for 2008 advice provided by manufacturers is is down to the level of interior layout to now include Woolworth’s Petrol’s valued through the industry, it has of point of sale, which drives up the data. This will make the percentage decreased slightly from 2008 levels of operating costs for individual stores changes from year to year seem satisfaction. Retailers understand that and can lengthen the serve time for significant from 2007 to 2008 now there is opportunity to collaborate consumers. Retailers feel that there that Woolworth’s Petrol’s data has more closely with their major supplier is an opportunity for Governments been factored in. trading partners and suggest that to better support the industry, with The financial, operational and products and services could continue 66% disagreeing to the statement, the employee statistics and figures to be evolved and improved to better Government is providing fair support provided by Retailers are wholly based meet shopper and business needs. to our businesses. on data and information provided by As part of a comprehensive annual Whilst the industry continues to grow Retailers through a survey process. survey that The Advantage Group and meet the needs of its customers The Survey results have been compiled conduct, we can see that Retailers and and the communities it serves from information and data provided Suppliers recognise many positive the data suggests the challenge to AACS and neither AACS nor The aspects in how they work together as is intensifying. Retailers surveyed Advantage Group can warrant nor well as identifying opportunities for continue to be optimistic about the give any representation whatsoever as further improvement. prospect of growth in the year ahead, to the correctness or accuracy of the although the levels of optimism have survey results. Any reliance on such decreased from 2008. results is entirely at the readers’ own Challenges for risk. the Industry The AACS 2009 State of Industry This report was compiled by The Report is compiled based on data Advantage Group with the support The challenges faced by the provided by Petrol and Convenience of the acknowledged AACS DATA convenience store sector reflect the industry retailers. The data includes PARTNERS, nielsen and HIM
Source Advantage Group Convenience Programme 2009
APRIL 2010 I UCBSTORES.COM.AU 11 BUYING INTO BRAND AWARENESS
ONE OF AUSTRALIA’S FAVOURITE TREATS IS BACK WITH A NEW LOOK. CATEGORY MANAGER SIMON EGAN HAS THE BACKGROUND TO NESTLÉ’S MOVE…
Since Henry Ford released the first Australian culture (Editor’s note: and counting for 56.6 per cent of the total ‘Model T Ford’ circa 1909, there has one of Simon’s all-time favourites!). confectionery category in UCB stores, been much innovation to the car The opportunity to innovate means a we must not drop the ball on the core industry. shift to reposition Chokito and make range as well as new products! Comparing confectionery to cars is it relevant in today’s market place – to Coco Chanel once said: “Innovation! not a simple connection to make, but make it ‘cool’ again, as it was in the One cannot be forever innovating. I there are, in fact, many similarities. 80s!! want to create classics”. The Nestlé Product innovation and maintaining With the release of the new 55g Classics range of medium bars is up-to-date formats are just two. Chokito and 70g Twin Pack, consumers complemented by the new products Flavour innovation and new lines are being offered something for the being launched into UCB this year. in chocolate add ‘new news’ to a men out there who are looking for a For the release of the new Chokito, category of long-running, much-loved snack, treat or ‘hunger-filler’. Chokito ensure you have ample stock- lines such as Kit Kat and Aero bar. is using some clever, tongue-in-cheek, weight, and work with your Nestlé New product development within above-the-line advertising to boost representative in-store to maximise confectionery is about ensuring your awareness and shopper up-take. promotional displays and up-take of product is relevant and remembered The 2010 UCB confectionery this great new product! in the marketplace, while keeping promotional program has a focus on “Chokito is now made with all the brands up-to-date with current trends what I call ‘speed to promotion’ of good stuff – it’s everything a bloke and shifts in customer/shopper wants. new products (getting the new line wants (and nothing else!).” Consumers expect more from on promo at launch to drive sales). product offers today – smaller Chokito and Milo form a big part of * source: Nielsen, Aust Convenience, Val % portions, bigger portions, sharing this strategy! share, MAT 10/01/2010. # source: HIM research in Autumn 2009. options, healthier options and more On the flip side, with total chocolate decadent options. With such varied wants/needs from customers, suppliers are continually studying AUSTRALIA VAL % SHARE trends in the market, and their effects - on share within the confectionery PERIOD ENDING 10/01/2010 category. Consumer insights are an important tool along the path to brand 15.1 innovation and new product launches. When asked what helped shoppers 56.6 3.6 to decide which confectionery to purchase, 42 per cent of those who responded said ‘brand’ and 34 per cent said ‘taste’ (#). With this in mind, the innovation of the taste profiles of Milo 24.7 Bar and Chokito were undertaken recently. Chokito and Milo are two long- standing brands known and loved in the marketplace. Chokito has latent equity… it’s an inherent part of T.Chocolate T.Lollies T.Gum T.Medicated
12 UCBSTORES.COM.AU I APRIL 2010 CADBURY, ELLIPSE DEVICE, DAIRY MILK, CRUNCHIE, BUBBLY, BOOST, PICNIC, CHERRY RIPE, TWIRL, THE GLASS AND A HALF DEVICE, AND THE COLOUR PURPLEŁ ARE CADBURY GROUP TRADE MARKS USED UNDER LICENCE. LAYTON CRAMBROOK HAS HAD AN ASSOCIATION WITH UCB FOR A WHILE, BUT WE DIDN’T KNOW TOO MUCH ABOUT HIM … UNTIL NOW. PETER WHITTEN REPORTS ON ONE OF AUSTRALIA’S TOP YOUNG DRIVERS.
Layton Crambrook is a young man in a “I raced in Junior Sedans for three hurry. Living in Australia, with a name years. Normally you’re supposed to be like his, you might expect him to be there for six years – from 10 until 16 handy with a tennis racquet, but it’s – but I dominated the class so much with a steering wheel that the Sydney- that they gave me permission to race based pool builder excels. in the Senior Sedans when I was only At just 28 years of age, the former 13,” Layton says. Northern Territory boy has taken “I then spent two years in the Senior the motorsport world by storm, Sedans, and by the time I was 15 we racking up titles at incredible speed. were able to get a Sprint Car and start A champion in V8 Ute racing, one racing it.” of Australia’s most popular racing For a mature adult, driving a raucous categories, Crambrook is a former V8-powered speedway car that is series champion whose car sports nearly always driven sideways is no significant sponsorship from UCB and mean feat. For a 15-year-old, it was its suppliers. almost unheard of, yet such was Now based in the western Sydney Layton’s natural ability that he took to suburb of Penrith – just a few hours’ it with ease. east of Australia’s most famous race “It was quite funny, because when track – Layton’s sporting endeavours you’re a little kid you look at Sprint started when he was nine, competing Cars and wonder how they drive them. in water skiing events with his father Then all of a sudden I was driving one driving the boat. His dad was also a myself and it seemed pretty easy.” speedway racer, and when the then- A year earlier, he had also started Darwin-based youngster turned 10 racing a HQ Holden in circuit races and was old enough to get behind in Darwin, two years before most the wheel and race, it was a natural youngsters get behind the wheel in progression to move from water to organised motor racing events. dirt. Since then, his list of victories and
successes is almost unparalleled in motorsport. Among his many successes are six State championships, and victory in the 2006 Australian HQ Holden Championship, which included an incredible 14 consecutive race wins. Perhaps the crowning glory of his career so far was winning the 2008 V8 Ute Racing Series, in only his second year in the category. It was a dominance that continued into 2009, and while Layton finished the season as the highest point scorer, a dispute over an eligibility issue is [at time of writing] in front of the motorsport tribunal. “Regardless of the outcome from 2009, 2010 is a real challenge with me making the switch from a Ford Falcon to a Holden Commodore,” Layton stresses.
14 UCBSTORES.COM.AU I APRIL 2010 GETTING A HANDLE ON THE HOLDEN
“The Commodore is a lot more South Wales. around. difficult to drive fast for a lot of laps. “Before the 2008 season started “It’s great to be able to give our It’s possibly quicker than the Falcon we actually built a pool for a friend sponsors the opportunity to sit in the I drove last year, but it’s a lot more of Darren Park (UCB’s Director, car and experience first-hand the thrill challenging to drive. Merchandising). We got to know of driving around a race track at race “It means that we’re two years Darren quite well during that period speed. It’s an experience not many behind the other Holden drivers in and he helped us out, sourcing some people get.” terms of development of the car, but sponsorship for that year. Part of the reason for Layton’s I’m confident that we’ll be up at the “2008 is when the ‘Mother’ and reputation as one of the country’s pointy end of the field again and ‘Maxibon’ sponsorship came on best racing drivers is because of the challenging for the championship.” board through UCB and things have evenness of competition in V8 Ute One thing that will remain the progressed from there. A major part racing, something that is attributed same in 2010 is the sponsorship from of the sponsorship is from our great to a smart set of rules that sees parity UCB, which is vital in helping the team friends at Ice Break Ice Coffee.” across both makes of car. continue to race for victories and The Commodore will be used “The whole car is pretty much championship titles. And like many extensively throughout the year controlled. We have a control engine, sponsorship agreements, it was one at test days and promotional days, gearbox and diff, tyres, wheels, that came a little out of left field. giving many lucky UCB clients the suspension, brakes, and even a control “My Dad has a pool company and opportunity to ride with Layton in car maker so that all the Holdens are I work for him during the week, what is undoubtedly one of the made by the same company, and all building swimming pools across New fastest Commodore utes going the Fords by another company.
APRIL 2010 I UCBSTORES.COM.AU 15 LAYTON CRAMBROOK
“It makes the racing extremely close, people out of the category. Looking at be in a V8 Supercar. We’ll just have to and brings it down to the best team this year though, we’ll be trying really wait and see.” and driver to get to the front of the hard to win another championship, With the whole UCB team behind pack.” and I think if we can do that in a new him, Layton’s a big chance of taking As a result, the popularity of the car it will be a real credit to everyone out the 2010 championship title category and the spectator appeal in the team. and we wish him all the best for a is increasing, to such an extent that “If that happens, then who knows successful season. Layton now sees it as the second what the future holds? It could be The 2010 series kicked off in March most popular motorsport in Australia, racing a ute again in 2011, or it could at the Clipsal 500 in Adelaide, but behind only V8 Supercars. A well-produced TV package is screened across the Seven Network throughout the season, giving drivers, teams, and most importantly, sponsors, real value for money. Looking forward, Layton would love to join drivers such as Craig Lowndes and Jamie Whincup and race in the V8 Supercar category, but in the short term he’s happy to be embarking on another championship campaign in his Ice Break Commodore. “Of course, moving up is the goal, but the reality is that you need a relatively small budget to run a ute, and you need between one and three million dollars to get a drive in a V8 Supercar. “Unfortunately it’s priced most
16 UCBSTORES.COM.AU I APRIL 2010 CATCH LAYTON IN ACTION
Round 2: May 14-16 Winton Victoria
Round 3: June 18-20 Hidden Valley Darwin, NT
Round 4: July 9-11 Townsville Queensland
Round 5: September 10-12 Philip Island Victoria
Round 6: October 7-10 Bathurst NSW
Round 7: October 21-24 Gold Coast Queensland
Round 8: December 3-5 Homebush Sydney, NSW
you can keep in touch with Layton’s progress on www.v8utes.com.au Alternatively, you could go along to your nearest race track or street circuit and support Layton in person. Don’t forget to say hello.
APRIL 2010 I UCBSTORES.COM.AU 17 18 UCB UPDATE - BOTTLED GAS UCBSTORES.COM.AU I APRIL 2010 CATEGORY MANAGER SIMON EGAN HAS SOME WORDS OFADVICE… RIGHT ARE WAYS AND WRONG WAYS TO MANAGE GAS BBQ CATEGORY.THE NEED AND TO PLANNED GETEVERYTHING READY.BARBECUE BUT THERE WE’RE CUSTOMERS FIRSTTHE OUR PLACE OF THINK WHEN THEY HAVE A BOTTLED GAS ISALMOST SYNONYMOUS STORES.WITH CONVENIENCE ANYTHING… DON’T SIGN its product over the last few overits product the last years and received muchbetterpricing! members have changed over recently to competethelocalmarket. in Many ensure allmembersare wellplaced guaranteedto offer will that pricing their specificpricesandhas to as will negotiate withindividualstores members’ UCB of stores, Kwik-Gas companythe diversity understands for members. allUCB the Because on extremely competitive pricing two yearsminted ago. was groupthepartnership UCB since the nowhaswithin customers it new of the amount is evident by swapthe LPG market, BBQ in which The companythe growing issupplier merchandising andmaintenance. solution includesinstallation,training, Kwik-Gas offers members. UCB The and completeturnkey that solution other LPG swap companies. Kwik-Gas program every month from the more membersjoining UCB continuesthat to grow one with but andKwik-GasUCB isrelatively young Kwik-Gas! That’s my message. Don’t until signanything youto speak Kwik-Gas hasinvested heavily in Kwik-Gas hasofferedto pass the greatto pricing This isdue between The businesspartnership supplier canoffer. advantage ourpreferred what of programtake onyourto full site already have anothersupplier’s changing overto Kwik-Gas ifyou your business. Alternatively, consider to program has the benefitsit and youtakethe that should alookat time still growingthe andnowis members’UCB needs. all the flexibilitytomeet and support well-priced andbacked upwithproper offers is that you aqualityproduct needs. Withthis inmind, all Kwik-Gas to alteryour your deliveriesto suit events Kwik-Gasthe flexibility has the yearto local periodsof due certain require extra cages or deliveries during will alwaysthe delivery day. be Ifyou that a specificday theweekand of run where youadelivery on willget Easter andChristmas. the peakperiodslikeespecially during reorderinghave about to worry stock to ensureand locationyouthat don’t deliveries dependingonsitevolume willsatisfythat your customers’ needs. to supply a high quality product decals merchandising andnewcylinder by introducing newcylinders, cages, The BBQ cylinderswap market is The BBQ The delivery scheduleislike amilk Kwik-Gastailor your willalso until you have spokento Kwik-Gas! everywhere inbetween. Queensland,north and Tasmania and to far Australia, northwestern far throughall customersfrom Darwin Gascanservice network Kleenheat franchise arrangements. Withthis andotheragents and sub-dealers extensive 30depots, networkof 80 company operatesthrough an and industrialcustomers. The vast range domestic, of commercial liquefied petroleum toa gas(LPG) companies. Australia’sas oneof successful most industrial group andisacknowledged Wesfarmers isamajordiversified Limited,to 1914. whichdates back Gas, of whichispart Wesfarmers competitive package. of ahighly the benefit members get andsupport,quality service soUCB available, product best alongwith market, always ensuringit the has the to changesin quickly andeasily knowsthe market wellandadapts onyourthis product site. The company possible for you,the retailer, to have Remember: don’t signanything isamajordistributorof Kleenheat Kwik-Gas Kleenheat of isaproduct Kwik-Gas aseasy hasmadeit UCB UPDATE - BOTTLE GAS
KWIK-GAS CONTACTS Territory Manager Kwik Gas Contact NSW Central/NSW North East Geoff Hill 0418 935 746 Damien Fitzgerald 0439 918 484 NSW Metro Richard Blagrove 0402 060 283 Richard Carmichael 0417 911 751 NSW South Richard Blagrove 0402 060 283 Ken White (Coast & ACT) 0438 938 976 John Scanu 0419 926 501 NT Mark Cottier 0417 986 033 Dean Donnelly (Darwin & Katherine) 0419 963 910 Des Clarke (Alice Springs) 0400 273 466 QLD Lachlan Duff 0418 870 285 Derek Walker (Rockhampton/Nth QLD) 0439 942 995 Troy Carr (South East QLD) 0438 087 054 SA Mark Cottier 0417 986 033 Nick Zervas 0417 093 984 David Mills 0438 717 002 TAS Dean Bentley 0419 931 755 Kade Chapple 0411 221 077 VIC Dean Bentley 0419 931 755 Mark Doherty 0438 931 651 WA Central/WA Metro/ WA North David Hall 0419 965 667 Tony Tindiglia 0417 952 359 David Jedrzejczyk 0400 109 741 David Maxfield (Kalgoorlie) 0417 956 654 Ken Semmens (Mundaring) 0419 907 551 Greg Prendergast (Broome) 0419 964 528 WA South West Rory Shepherdson 0419 935 967 Darren O’Brien 0438 000 636 Phil Cockayne (Great Southern) 0407 448 024
APRIL 2010 I UCBSTORES.COM.AU 19
GET MORE
- COLD DRINKS BANG FROM BEVERAGES UCB UPDATE
YOUR COLD DRINKS FRIDGE IS A GOLD MINE … IF YOU MAKE IT WORK FOR YOU. CATEGORY MANAGER FRED PACCHIAROTTA HAS SOME SUGGESTIONS.
The days of stashing soft drinks in the frames, consider it an investment in fridge willy-nilly and waiting for them your own future. We supply all the to walk out the door are long gone. material to go in them, so buy the Professional is the word. That’s what pump crowners and use the material. you need to become. A professional in Look at how you display your drinks. the drinks category. You need to be a If you have fridges that date back to professional in terms of the way you the dark ages, consider a new one. If order, display and sell the products, they look like they should be used as because the beverage category is anchors, you shouldn’t be using them! worth 20 per cent of your overall One of the best investments you can profit. It is a big contributor so it is make is in a built-in, walk-in cool room worth getting it right. – or talk to your supplier for some There are some key thoughts to fridge assistance. keep at the top of your mind such There is a wider variety of products as making sure you range the right out there now than ever before, but items, that you’re not fooled by too- carbonated soft drinks are still a good-to-be-true deals on unbranded very important part of our business, products, that you keep the fridges especially 600ml and 1250ml Coca- clean and tidy, and that your displays Cola. They are in the top four best are attractive. sellers and have been for the last two That’s really important with bulk or three years, so you cannot ignore deals. They’re now a key component of them. our program and drinks, including the That being said, we’re still on an share they all deserve in your fridge. bulk deals, are about 30 per cent of the energy drink wave and we need to And perhaps the final point is promotional program so you should continue to ride that wave until it that even if you have all the other take advantage of that. Plan your flattens out. There are new players in boxes ticked and correct, if you don’t storeroom space and your ordering to the market all the time, but don’t get have your drinks priced correctly, the get the best benefits from the deals caught out by dodgy companies who category won’t work. each month. promise the world and don’t deliver. So check out our recommended Another thing to get right each You need to stick with the name retail prices (see the website) – which month is the point of sale material we brands that the customers know and are based on us going out regularly send out – that’s vital. We provide you trust. and checking the majors – then go a wide range of POS, so use everything But don’t forget water and out and check out your competitor’s you can to tell your customers what’s functional waters, juices and iced prices. available inside, to maximise your teas. They’re all in the mix and they And that can be so easy: just go sales. all contribute to your profitability, so into a store, ring yourself on your If you need to buy display check the planograms on the website mobile and leave a message on your equipment such as pump crowner to get a better understanding of the message bank as you walk around the
22 UCBSTORES.COM.AU I APRIL 2010 UCB UPDATE - COLD DRINKS
store checking the different sizes of different products and the pricing on them. TOP 10 BEST SELLERS It only takes a couple of minutes … but it’s probably an idea to buy something while you’re there, because 7. V 250ml it might look a bit suspicious if you’re 1. Coca-Cola 600ml walking through the store and then 8. Red Bull 330ml out the door with nothing. Grab a 2. Coca-Cola 1.25-litre 9. Coca-Cola 2-litre packet of matches! 3. V 350ml And the other issue is to always 10. (flavoured milk – display your pricing in your store, even 4. Mt Franklin Water 600ml if they’re not on special. It’s all part of see separate story) 5. Red Bull 250ml customer service. 11. Red Bull 355ml 6. Mother 500ml
APRIL 2010 I UCBSTORES.COM.AU 23 MaKE MINE MILK
- FLAVOURED MILK WITH MMMM
ANOTHER VERY IMPORTANT PARTNER IN THE FRIDGE LINE-UP IS FLAVOURED MILK. CATEGORY
UCB UPDATE MANAGER FRED PACCHIAROTTA HAS SOME HINTS ON GETTING THE MMMIX RIGHT.
Flavoured milk is still showing great orders to make sure you don’t run out offers or combos or whatever, to growth in UCB stores while the rest of of stock. encourage extra sales and get the best the P&C sector is flat, so it does work The other big difference for milk, out of the category. for us. as opposed to the other drinks, is The short shelf life of milk is also A key contributor to the growth is that you really need to keep a close an issue when it comes to stock the larger 750ml pack size – it’s a lot eye on your fridge and make sure it rotation that with any other beverage. of milk to drink but it’s the one that is is working properly. The safety of the It’s much more important. Your outperforming all the other sizes. product – and the customers who buy milk should be delivered with about If you want rules on how to manage it – is so dependent on it being stored 10-14 days’ shelf life, but you need to your flavoured milk, then it is a similar at the right temperature. monitor it very carefully. It’s a real food situation to the other products And, of course, that’s an issue handling issue – it’s not nice drinking in the drinks fridge. One of the in terms of maintaining stocks. bad milk so a sick customer is the one real differences is in how they are It’s harder to take advantage of who doesn’t come back! delivered. investment buy opportunities too – The bottom line is, that if you do A lot of stores rely on the milk you can’t just store it out the back have any queries about getting the vendor and the quantity he leaves, because it needs to be refrigerated, mix right, talk to me [(02) 9899 4800 but the retailer needs to be far more so you need to make sure you are OR 0402 914 503] or proactive than that. The message is committed to supporting any promos your local supplier. that you need to take control of your we are doing, whether it’s two-for
WE ASK THE EXPERTS
In the interests of finding some extra now the brand owner of Oak and Just There have been some changes for the information for you, we spoke to two Natural nationally. flavoured milk category in recent years of UCB’s preferred suppliers for their The entrance of Parmalat into the because of changes in the beverage view on what is happening with the NSW and SA market has been very category with the growth of energy category. well received by retailers. The launch drinks and flavoured waters. of the Number One selling flavoured The market has also seen new How has the flavoured milk category milk brand in Australia – Ice Break – consumers enter the category. While changed? across the NSW market in October it is still predominantly made up of 2009 is providing the opportunity for blue-collar males, there has been a The landscape of the flavoured milk retailers to grow their category sales. slight shift with more white-collar category has changed immensely over – Alexander Khoury, National Account workers and females entering into the the past year due to the divestment Manager P&C, Parmalat Foods category. of Dairy Farmers brands, after the Products. Another interesting change is the National Foods takeover. Parmalat is mocha flavour has become more
24 UCBSTORES.COM.AU I APRIL 2010 UCB UPDATE - FLAVOURED MILK
popular over recent years and it has selling products such as Ice Break, Oak, major opportunity for retailers to become the second biggest selling Breaka, Just Natural and Rush. grow their sales, ensuring POS is flavour in P&C stores in Western – Alexander Khoury placed in front of the products on Australia, overtaking traditional promotion. chocolate milk. To assist in growing sales, stores need When a product is on a ‘two- – Chris Gardiner, Key Account Manager, to ensure good stock weight in the for’ deal, staff can increase sales Petroleum & Convenience (WA)/Quick fridge at all times, stock continually dramatically by ‘up-selling’ the Service Restaurants, Brownes Foods Pty being pulled forward on the shelf and customer from single unit purchases Ltd (Fonterra) a variety of flavours available for the by not only advising them of the consumer at all times. ‘two-for’ price point, but also letting What is one key thing that stores can A healthy stock weight will always the customer know how much they do to grow their flavoured milk sales? be appealing to the consumer and will save if they purchase the ‘two-for’ draw them to products on promotion. deal. Maximise stock levels of the best Promotional compliance is still a – Chris Gardiner
APRIL 2010 I UCBSTORES.COM.AU 25
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How involved are youtheir local with fromthey you? get do personal service they cometoyoudo for? levelWhat of they visit? do productstypes of What shop inyour store? daytime of What arethey? Wherethey come do fromto Customer’. Reallythem. know Who the Commandment – ‘Know Thy their store? base andbuildconsumer loyaltyto their localcustomer themselvesto turnover?they visiblylink Howdo elusivethat increase 20percent in the desireis for value for money. society. Andnever far away, course, of tastes andlifechanging stylesinour consumer demand, influencedby culture inC-Stores inresponseto products, food offersthe coffee and rotating monthly promotions. purchases backed upwithregular needed nowandimpulsesnack shopping, focusing ondemanditems open-all-hours,top-up convenience there?to shop customer wish local community? the Why would Which stores aretheir incontact with pack ashaving difference? of apoint and C-Store marketplace? aroundthe Australian station service averagethey look customerseewhen tuning inyour store. the does What to consider somefine- opportunity As weenter anewdecade, it’s agood The best wayThe best to observe your is questions!Any retailerAll important The answercould befound in How canaC-Store operator find We fresh of arethe growth seeing In general, C-Stores cater for Which stores fromthe standout cash-rich,the double income suchas yourof customers aretime-poor and road are you on? percentageWhat and workmen? transient type of What tradies babyboomers?Areof they customers? Trading Area Analysis? Who are your survey, issometimes calleda or what aroundthe store? store?the customerswalk Howdo trafficthe is What flowlike in your breakfastthe lunchrush? rushor morning? the happensduring What on Monday morningversus Saturday counts pershift andperday? patterns? areWhat the customer wayto work? areWhat the weekend more oftenthe way on the homeoron differentat youthey visit times –do week. Where arethey coming from customers ondifferent daysthe of You could doapostcode survey all of ways gettingrelevant of information. them,ask there are but many other Arethey from anagingpopulation Have you conducted ademographic they buy itemsdo types of What local community asadestination how you canpromote yourselfthe in trading area demographics, consider service. knowledge andbasiccustomer trainthem inproduct new ideasand explaining why you havethe chosen customer,time in soinvest some range products of andoffersthe to your staffto promotetheimproved and makingsales. You willneed the customers to talking who willbe changes. After all,they arethe people include allyourthe frontlineteam in strategies inplace, make sure you they wouldrespondto. services range product types of and what out they are;who youto work canbegin arethere?apartments highdensity livinginunitsand of any industrialareas? percentageWhat residential houseblocks? Arethere yourwithin 2.5kmof store fullof group?thearea Is no kids(DINKs) While you are analysingyour new to put When you start Once you have asolidpicture of UCB UPDATE - ATMP APRIL 2010 I UCBSTORES.COM.AU 31 Passing on the results on to the results the Passing team before and after the changes so and after before can see if has been the effort you Analysis of worth the investment. a chance to you will give results your on changes or the further improve to improve strategy your streamline further. even profit feedback them positive will also give they the efforts for and recognition to supportmake new marketing your strategy.
– Whatever your future decisions, take take decisions, future your Whatever plan on making if you As always, the time to analyse the information a targeted develop capture, you customers and the approach to your forget and don’t local community team will be critical frontline your decisions to your the in delivering to involve customers – remember the relevant them and provide need. may they training measure changes and improvements, atmp pty ltd e-learning programs at prices. great e-learning programs programs are available, including a range of NEW short including a range available, are programs training skill development in today’s service station and C-Store operations and includes and operations and C-Store service station in today’s this knowledge and experience, they have developed industry developed have they and experience, this knowledge flexible competency-based training and assessment solutions. and assessment solutions. competency-based training flexible Graeme Lees, Jennifer Gregory and the atmp team have over 55 over and team have the atmp Gregory Jennifer Lees, Graeme Call them today on 03 9397 1656 or email [email protected]. 1656 on 03 9397 them Call today where all the materials and all where the materials Visit site www.atmp.com.au the web years’ experience in the service station and C-Store industry. Using industry. in and C-Store the service experience station years’ specific programs that deliver the training and assessment required and assessmentrequired the that training deliver specific programs Is there an opportunityIs there to become store for various needs. Are there there Are needs. various for store opportunitiesany yourself to market locally in the community to build people of and inform customer loyalty offers? store what your project or with a community involved local sporting and more clubs? More keener developing are people today consciences social and environmental to you opportunities there for – are area? to align yourself this in your
34 UCBSTORES.COM.AU IAPRIL 2010 UCB UPDATE - FAST&EZY ABOUT HER… WAS TIME TO OUT MORE FIND SWITCH, SO WE THOUGHT IT MAKE MEMBERS HELPING THE BRAND. IS JONES BELINDA IS SYNONYMOUS WITH THE NAME ‘STEVE BROWN’ THAT GROW, NOT IT’S JUST THE AS fast&ezy CONTINUES TO two… it takes surprisingly, inavariety customer of promotion compliance.” fromto comply beingeducated with resultsprogramthe best they get so surethe promotion membersutilise SA. things like includes That making after existing membersin NSW and program,the UCB to andIalsolook introduce newandpotential members the suppliers. the liaisingwith do their set-up, whichiswhenIgoinand of amemberdoing the finalstages at reading it. that’stitle that really not clearby thereI guess issomuchmore behind says,Manager for it iswhat UCB but business card, shechuckles. takesWhen sheher acloserlookat Belinda’s background is, perhapsnot “My and mainroletogoout is “My role withfast&ezy onlycomes “Membership Development them with everything they need to they need them witheverything the earlystages,in looking after just effectivelythem intothe program help retailUCB program andservices. program,the bypresentingthem to the I alsointroduceto newmembers program.the UCB need any helpwith they have if with UCB any issues, or SA membershave contact of apoint the opticalindustry. and industry the wholesalepicture framingin she joinedUCB, shewas working Sydney in2003. Immediately before overseas before settlingbackin sixyearstravellingspent workingand sector. workedthe petrol inandconvenience year, inMarch last UCB shehadnever with until rolesservice shestarted but “Onceto sign up,they decide I “My roletoensure is allNSW and She’s originallyfrom Adelaidebut the process same. is potential membersinotherstates, but other stafftaking care members of them.appointment with has UCB the office, andBelindawillmake an They cancontact Belindadirect, or be betteroff member. beingaUCB they might a siteownerdecides make lookpretty!” it the shop,to merchandise need and the changeoverthey of –Igoinwhen involvement infast&ezythe end isat member consistently, my only but to Steveto followthem on send up. interested inafast&ezy upgrade, I member forthree months,they are if they havethen once been aUCB initialpresentationthat during and know. fast&ezythem about tell I “Depending on the location and the the location and “Depending on when The wholeprocess starts them asaUCB “So Idealwith UCB UPDATE - FAST&EZY APRIL 2010 I UCBSTORES.COM.AU 35 At time of writing, At the most oftime writing, recent our first purpose-built fast&ezy “It’s , to fast&ezy switch over they “Once they know what’s going on, and going on, know what’s they I then once is on-site, the shelving and help set up go into the store the merchandising.” working on was site Belinda had been owned store (SA) the Golden Grove Peter, brothers, and run by the Aforozis pages). and James (see following Paul so in mind, built with fast&ezy site, It’s our best probably site so far. it’s I just came in As usual, beautiful store. to help with and the merchandising done have The boys the supplier links. when proud job and I am really a great members fast&ezy showing potential the finished site! I go on maintaining nothing changes. If the members the UCB relationship. go-to their I’m or NSW, in SA are want to check they whenever person, sure The aim is to make on anything. getthey the best out of the UCB that possibly can.” relationship they “If they’re a remote store that store a remote “If they’re Once someone has signed up as “If they decide then want to they timing, I’ll go out I’ll go and see timing, them and do explaining in-store, the presentation and what UCB is and how it operates have questions may answer any they of as a result that presentation. I’ll get I can’t some reason to, for them more to refer the website for up with and then follow information, want to ask questions may any they I’ll also send all information the me. need.” they job to Belinda’s it’s a UCB member, in kept the loop as are they ensure and material as UCB information far She also phones them is concerned. in few months to the firstregularly everything need they check have they and understand what is required. also at least visit one each There’s all is going well and to ensure year, maintain the relationship. I pass on the details do the upgrade, with to work to Steve the member the I make in making it all happen. so with connection the suppliers, 36 UCBSTORES.COM.AU IAPRIL 2010 UCB UPDATE - FAST&EZY Before Before Before Before GOLDEN GROVE –SA GOLDEN GROVE–SA GOLDEN GROVE–SA GOLDEN GROVE–SA THE LATESTTHE TRANSFORMATIONS… SWITCH TO fast&ezy. ANUPDATE HERE’S ON STORES MEMBER UCB THE MAKING THE GOLDENGROVETHE STORE OF ISJUST ONE A DIFFERENCE THAT MAKES THE CHANGE or sixyears. GoldenGroveLiberty five forthe last Golden Grove Station. Service It’s been the GoldenGrove General Store,then 26 years andwas previously knownas currentlythe ‘supreme’ fast&ezy store. Golden Grove SpringHill(SA), whichis and Jameswhohave created Liberty Peter Aforozis andbrothers Paul with work. probably avery similarsuccessstory together staystogether –andit’s They saythe family playsthat The site has been in the familyThe sitehasbeenin for waythat seems it forAt least it took us about three years to get the three yearsto get took usabout it two years ago. about starting think I look forthe newarea. redevelopment andwehave anew up around us,the sowe’ve done these newhomesgoing all we’ve got nowherethe middleof in andnow subdivision. Previously wewere just redeveloped andisanall-new this area because concept isbeing sites,” says Peter. fast&ezywe sawafewthe Liberty of “We station,the service rebuilt “We wouldbeagood it thought “Weto gofast&ezy decided after UCB UPDATE
GOLDEN GROVE – SA After
- FAST&EZY
approvals through council!” he laughs. “I think we can put that down to has been great too. They have given us “During that time we were looking having a proper shop here. We never so much help. around for possibilities, and this was really had a shop before – we were “They understand small business one we looked at, and we liked what really just driveway service, fuel and a and how it operates and that’s we saw, so we thought we’d give it a little fridge with drinks. It was a 3m by what you need when you’re doing shot. The layout was good, the colours 3m office really and now we’ve got 130 something like this. They talk to the were good, so we thought we’d give square metres!” suppliers – the big businesses – and it a go. We joined UCB two years ago Peter says the staff – himself, both that makes such a difference. when we made the decision.” brothers and his dad – are all very “Having UCB doing the negotiations The site officially opened under the happy with the change! means the suppliers are taking care of fast&ezy banner in late October last “The decision was made by the us. We couldn’t be happier – it should year to an overwhelmingly positive family. At the moment we’re doing it be bigger and better ahead.” response from customers. all by ourselves, but we’ll build it up “Everyone loves the colour scheme and get in some more staff so we can Terry Makhlouf from Shell Helensburg and the UCB specials each month, have a bit of time off occasionally. (NSW) is also delighted with the help so it’s a case of so-far, so-good – “Belinda from UCB has been great he has had from the UCB/fast&ezy especially as the sales are increasing – a big help – we’re really happy with crew and has nothing but praise for every day. everything she has done, and Steve them all.
APRIL 2010 I UCBSTORES.COM.AU 37 38 UCBSTORES.COM.AU IAPRIL 2010 UCB UPDATE - FAST&EZY 1380 GoldenGrove Road, GoldenGrove. to 10pm,6am seven days. GoldenGroveLiberty SpringHill: (between Sydney and Wollongong). 149 Parkes Street, Helensburg 5am-10pm, seven days. Shell Helensburg: Golf Links Drive, Kirwan, Townsville. to 8pm,6am seven days. Golf Links fast&ezy: THEM OUT CHECK wash, sowe’rethe process stillin of the newcar the oldshopand build canopy anddriveway, knockdown fast&ezy store. Wethe to do still need stage process. It’s identifiable asa three- aplanned StageOneof at and nowhe’s it. the middleof in in plansforthe site’s redevelopment – took over,he hehasbeenimmersed beforea Shell outlet he owned it. Since three years,last wastrading andit as on Sydney’s southernoutskirts, forthe soeasy.and madeit was It fantastic.” took over through been andshejust wehad sheunderstoodwhat – but thinking merchandise –Iwas just ‘shit’ through hell,to andnowwe’ve got pretty muchdideverything. We’d been wasin anddoingeverything fantastic. having someonelike Belindacoming wasthe shop,about merchandising so thing wewerethinking the last and the construction were all sickof just involved.is whenBelindagot We so easy,the end–which especiallyat to ourstore,that’s and beengreat. one, knowledge that they bringall so stations, service of a wholelot just not heaps. They’rethere workingwith out threethem helpsus the of between the experiencethey bring and been fantastic. the industry They know “Atthis point, the changeover is Terrythe site, hasowned situated “She’s greatto have around andshe “Andthe wholeprocess,they made “Fred andSteve andBelindahave will beanewself-serve carwash.” the drivewaysthen Stage and Three Shell signageandextending one of the shopplusfitting new pumps and canopy withanewone,to cover the demolished. the oldshopwillbe new shopand shop. The oldworkshopthe isnow the new overto fromtheoldshop Christmas, whichwas switching We finishedStageOne, before just Isaw,what this way.to go soIdecided the concept. fast&ezy brought out assoonUCB six years andsaysto go hedecided renovations.” He says hiscustomersare very “Stage Two willbereplacingthe old intheINformerandliked“I sawit Terry memberfor hasbeenaUCB change. The environment isso much they’reand the allvery happywith staff including members[not Terry], different. locals are very happy. It’s something range,and betterproduct the and introducedthat, the longerhours with a real convenience store, sowe’ve alwaysand it the workshop, had never station hasbeenrundownfor years brought somethingnew. The service shop was, comparedthe new shop.to the old especially considering what walkthe shop. into They’re very happy, extremely positive. the responseto StageOnehasbeen the changesand enthusiastic about HELENSBURG –NSW “And soarethe staff. We have seven “And it’s what town, doneforthe it’s “We of alot get ‘wow’they when UCB UPDATE
For more information on fast&ezy, call Steve
Brown at the UCB office -
(02) 9899 4800 or on his FAST&EZY mobile: 0423 053 032.
GOLF LINKS – QLD
better – a bigger, cleaner shop that’s our buying group and it’s their name. convenience store. We have a good air-conditioned. Everything’s nice “It sounds good, it sounds like coffee machine and while our hot and organised and neat, with a nice convenience, plus it’s a good food offer is much the same as before, storeroom. Yeah, they’re very pleased.” arrangement that they give us, and there is better presentation of the Terry says there has been a definite the presentation of the shop is very food. improvement in sales, right from the good. It looks very professional, very “There are definitely more people launch date. He believes the fast&ezy smart. It stands out and people notice stopping at the shop now and sales image helps a lot, but also likes to it.” are definitely increasing because there credit the support and great deals Upen made the decision in January is more in-store traffic. It’s a slow that UCB membership provides. 2009 and opened under the new and steady increase but it’s definitely banner in October last year. There’s growing. In far north Queensland, there’s no building work involved, simply the “So I am very happy with the another happy convert. Upen Singh revamping of the existing shop. decision – and if anyone is thinking has owned his Kirwan site for nine “The customer response has been about making the change and is in the years, previously trading as Golf Links excellent, all positive. They say it’s area, please drop in to have a look and Mini Mart. He joined UCB three years a great look, very crisp. They love it. a talk with me. This is a good move.” ago and is now the proud proprietor Before it was just the corner shop but of Golf Links fast&ezy. now it stands out and they can see it. “I decided to make the change “People know there are good because it was a UCB concept. They’re offers too, more than just a normal
APRIL 2010 I UCBSTORES.COM.AU 39 A CHECK ON - TOBACCO TOBACCO UCB UPDATE RESTRAINTS
THE REGULATIONS GOVERNING TOBACCO SALES ARE CHANGING SO CONSTANTLY, IT IS HARD TO KEEP UP. THE TEAM AT UCB WOULD LIKE TO DRAW YOUR ATTENTION TO THE LATEST INFORMATION…
There are a number of key regulatory 1 next year. The Factsheet can be company that owns the display issues for 2010 which include the Plain downloaded at: http://www.health.vic. hardware in your store. Packaging Review, the Henry Review of gov.au/tobaccoreforms/downloads/ Taxation, the Victorian Government’s ban_display_tobacco_products_ • BATA will be coming around to fit the Retail Display Ban Fact sheet, the factsheet.pdf hinges in April so that on July 1 all Northern Territory Retail Display Ban, you have to do is slide on the doors. the Western Australia Retail Display Northern Territory Ban and Review of Regulations and While indoor smoking bans came • PML is looking to provide solutions the NSW Retail Display Ban, second into force on January 1 this year, the during May and June and has tranche roll-out for small business. government has opted to delay a different solutions depending on the range of proposed tobacco control volume your store sells. Plain Packaging Review measures for a year (including – Fifteen thousand-plus sticks Plain Packaging remains on the outdoor restrictions), while further per week will either receive barn agenda with many tobacco control consideration is given to impacts. or sliding doors, depending on advocates urging the adoption of this Consideration of retail display bans current configuration. world-first regulation by 2013. continues with the Government yet – 4000-14,999 sticks per week will As a result of a Family First Party to announce an introduction date for receive tray covers. private members’ bill, a Senate Inquiry sometime in 2010. – 3999 or less sticks per week has been launched into the issue. The will not be provided with a submissions were due by February 26 Western Australia solution and will be provided with committee hearings set to be WA’s retail display ban will begin on with details of a company by conducted in early March. September 23 this year. WA Health PML that stores can purchase was expected to conduct public solution from. Henry Review of Taxation consultations about the Tobacco On Christmas Eve the government Products Control Regulations 2006 • Imperial: please contact Jenny received recommendations from from February this year [as at time of Duong on (02) 9881 0891 or Australia’s Future Tax System (‘Henry’) writing]. 0458 453 212 to arrange a solution for Review. The government has yet to any ITA owned hardware. make public this document or indicate NSW Retail Display Ban what proposals it intends to adopt. Retailers that employ more than 50 For updated information, frequently Recommendations could include people were due to begin compliance asked questions and more, visit tobacco excise. with NSW RDB legislation on January 1 our dedicated website: www. this year while other retailers will have keepingitbusinessasusual.com. Victoria to comply from July 1, 2010. au Should you require any further The Victorian Department of Health Each of the tobacco companies information, please contact the circulated a Factsheet on how RDB will handle this process in a slightly relevant Department of Health in your will be implemented in that state different way. You will need to work state or territory or your local tobacco when it comes into effect on January with the representative of the company
40 UCBSTORES.COM.AU I APRIL 2010
60 SECONDS WITH SWANNO
Position/company: Director and managing director, Davies Grand Central Station, Launceston.
Star Sign: Lynne – Sagittarius; Ken – Gemini.
Born (and bred): Lynne – born in the US, grew up around the world (father in the military); Ken – born in NSW, grew up in Launceston.
Family: Ken has seven children with his first wife (deceased) and the Davies have 20 grandchildren.
Favourite sport: Both love walking and golf.
Favourite food: Fresh fruit, homegrown vegetables, great Tasmanian seafood.
Favourite drink: Both love clean Tassie rainwater – and good Tasmanian whisky.
Career summary: Ken trained as a motor mechanic, building and selling cars in the family business. Lynne worked for the military in recreation, as Lynne and Ken Davies 42 UCBSTORES.COM.AU I APRIL 2010 Short term goals – personal: How would you like to be Same as for long term. remembered? As having changed the way people shop, What bugs you most in your and for our contribution to our life? Lynne – bureaucracy and community. excessive red tape; Ken – life isn’t fair … so just get on with it. If a genie gave you three wishes, what would they be? In life in general? Pretty much Anything that gets rid of the same … although we are bureaucracy and makes actually both very content. business easier.
How do you best ‘get away If you could tackle and solve from it all’? Our shack at Coles one world problem, what would Bay where we swim and hike. it be? Education – children need to be given opportunities. Best memory/proudest moment: For Lynne, it’s meeting If you could tackle and solve and marrying Ken (they’ve been one problem closer to home, married for 24 years); For Ken, what would it be? it’s continuing to receive praise The same, for the same well as teaching and a defence from customers. reasons. business. Both have always liked food and gourmet cooking Most embarrassing moment: I’m calling from Lotto and you so they saw an opportunity to Lynne says neither she nor Ken have won $10 million…what do something special with the can think of any! happens next? There would family service station. be no real change in our lives Who would you most like to because we love our life, but Best retailing idea: Keeping up have dinner with – and why: we’d help the kids, pay off all with trends and networking. Each other, our family and our the debts and travel more to friends. We’re happy together. see family and friends. How does UCB membership improve your business? The team is very helpful and always has good ideas. They make us more competitive. The conference is great and we enjoy the good contacts we make there.
Motto/philosophy: Eat local and seasonal! And we like to make people feel comfortable and happy in our store.
Long term goals – business: Continual improvement.
Long term goals – personal: To age healthily and enjoy our life.
Short term goals – business: Continual improvement. Lynne and Ken Davies APRIL 2010 I UCBSTORES.COM.AU 43
MOTIO RO N P N O
IL IN APR