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LORNE $2 I No 156NDEPENDENT November 2014 produced as an independent newsletter by Lorne Independent Inc. PP381624/0254 Excellence in retail is a habit, not an act Despite having to face acknowledged skill shortages She has also been associated with Leading Teams, an and transient staff, Lorne’s business community was organisation that drives high performance among elite recently urged to provide employees with the opportunity sportsmen and has worked with AFL clubs such as the to improve their skills in their particular field. Swans, Geelong, Hawthorn and Fremantle. Business consultant Shelley Ryan told a meeting of Three years ago, Ms Ryan returned to live at Jan Juc the Lorne Business and Tourism Association that poor and spends time playing centre and coaching Lorne’s A customer service costs money. Grade Netball Team. She was Vice President of the LNFC “Telling stats such as 89% of customers purchase in the 2014 season and is an active member of the Lorne from a competitor following a bad experience speak for Surf Lifesaving Club. themselves ...and it then takes six times more money to The meeting also elected three new members to its attract a new customer than to retain an existing one,” Ms committee – Sarah Osborne from Great Ocean Road Ryan told her audience. Cottages, Abraham Dow, the new general manager of In her talk titled “Excellence is a habit, not an act”, Mantra and Jorge Guerrero from the Swing Bridge Cafe. she outlined some of the ‘tools’ business operators could, Continued page 3 or should, use in getting the very best out of staff performance. She said it was important for a proprietor to know why a particular business existed – its mission statement - and then to impart this onto staff. When hiring staff, “….core values of the business operator should be provided with a job description that has objective financial Key Performance Indicators (KPIs) attached and makes clear how they will help achieve the business’ mission.” “Critical mass visitation just doesn’t happen. It is not enough to say ‘build it’ and they will come. “Lorne has an opportunity to put itself on the map for the high quality service its business community offers - and not just rely on its geographical location,” she added. Ms Ryan has a formidable background as a business woman and hospitality consultant - 15 years in small business gave her a good understanding of the daily challenges business owners face. She worked for eight years at the iconic gourmet The $175,000 Melbourne Cup on the second last leg of retreat Lake House at Daylesford, six as general manager, its more than three months journey around Australia. and she had spent 18 months at Monte’s in London, Jamie Above, racing legend Mick Robins, trainer of Rain Oliver’s first restaurant. Lover, with Lorne’s Councillor Clive Goldsworthy and She has also worked at the Cumberland and understands 2002 Fashion on the Field winner Arabella Forge. The intimately the business environment of Lorne, especially Cup, suitably surrounded by a well-dressed enterage, during the hectic summer period. visited the Lorne Community Hospital, the P-12 cam- Her experience in business of the luxury and high end pus and the Aquatic Club. The picture was taken at the hospitality industry led to the formation of her boutique Swing Bridge Cafe and more than 40 turned up to view consultancy, Milk and Honey. the Cup. Lorne Independent Inc. Published by Lorne Independent Inc. Follow us on Twitter No. A0041756Y @Lorne_ News ABN: 54 724 981 550 Published monthly Finalist (2006), Best Layout, Community Newspaper Association of Victoria “Sustainable firewood” Alan J.Holding Award (2008), for Outstanding Community Service, SUGAR GUM Lions Clubs International District 201 V2 $170.00 per m3 +GST Winner (2008), Best Editorial Writing, Supplying firewood since 1980 Community Newspaper Association of Victoria 5289 5289 / 0418 522011 DOUG WILLIAMS Winner (2009), Best Sports Article, Community Newspaper Association of Victoria Finalist (2011), Best News Reporting, Community Newspaper Association of Victoria Finalist (2011) Best Editorial Comment, Community Newspaper Association of Victoria Finalist (2012) Best Feature Article, Community Newspaper Association of Victoria Gutters Cleared Windows Cleaned Finalist (2013) Best Feature Article, Community Newspaper Association of Victoria Peter Lynch 0409 426 523 Advertising and Subscriptions: [email protected] Barry Keily, Fully insured and trained with Hi Safe industries 5289 2611 0418 556 902 email: [email protected] PO Box 213 Lorne, Vic 3232 STALEY LORNE Editor: Jo Vondra PO Box 213 Lorne VIC 3232 Tipper, Excavator & Bobcat hire Tel: 5289 1344 0400 805 362 * Need a pile of Dirt Removed E: [email protected] * Driveway fixed up, Site Cleans and Circulation Manager: Harri Muller General Earthmoving * Cheap 40/20mm drainage Scoria The Lorne Independent Inc. is produced on a non-profit and 40mm Crushed Rock voluntary basis and, as a newsletter, seeks to give in its pages open access to the community. It is important to * Garden Loam, Sand & other Quarry note, however, that opinions expressed by authors of articles are their own. Products Advertising and publicity for community events is free, * 10 metre Tipper and all other contributions are most welcome. Supplied copy and pictures must bear the name and address of the * 3.5 tonne Excavator with 200-600 Augers author and/or organisation. The editorial committee of the Lorne Independent re- * Rock Hammer serves the right to cut, alter or otherwise work the articles * Licensed & Insured to make them suitable for publication. The committee also reserves the right to reject articles and/or photos if it deems the material to be unsuitable for publication. Please note: Absolute deadline for copy is four days Phone 0439 892 515 before the end of the month. 2 Lorne Independent From page one: Excellence in retail is a habit, not an act! AS SEEN ON A CURRENT AFFAIR EXCLUSIVE TO US! Low Carb. High Protein. Low GI. Established on the back of a 160 year family baking tradition, Herman Brot bread has been created with Shelley Ryan dietary balance in mind. With a range of options including low carb, high Other members of the committee are Brian Harbison, Bryce protein, low GI, wholegrains and legumes, no longer Newcombe, Joe Ragusa, Phil Sutton, Reif Hand and St John do people looking to lose weight and improve their Sutton. health need to be frightened about eating bread! Chairman is Chris Tutungi (he is also the LBTA representative on the Surf Coast Tourism Board), Treasurer Herman Brot breads are made based on years of is Peter Spring (representing the LBTA on the Committee for experience, research and modern ingenuity without Lorne) and David Dickinson is Secretary. (Mobile 0438531988 sacrificing traditional taste and quality. or email [email protected] Cr. Clive Goldsworthy is an ex officio member of the Committee and is also the Shire’s representative on the Surf Coast Tourism Board and the Great Ocean Road Regional Tourism Board Ltd. Penny Whitehead, from Provincial Wisdom, is the Marketing co-ordinator for the LBTA’s Love Lorne campaign. - JV W406830 Lorne Chartered Accountants, Tax Agents, Auditors RED GUM FIRE WOOD 0401 622 230 Is your Lorne Independent mailed Lester Barkley B.Comm., CA, CFP and/or electronic subscription 136 Mountjoy Parade, up to date? Lorne Vic 3232 If you have problems, Tel: (03) 5289 4277 Fax: (03) 5289 4285 please contact [email protected] [email protected] or 5289 1344 Lorne Independent 3 The Louttit Loop Lorne’s sympathies go to the amazing knitter Shirley Grass who made a beanie a day for two daughters of Geoff Driscoll about the last five years of her life. who died in October. Most folk GORCC has excelled itself replacing 28 sets of tables and will remember Geoff for his years benches along our foreshore. They look fantastic. Thanks to running the Games Parlour in the GORCC and to Andrew from the old mill out the back and his main street, and for his dear Wilma local excellent team comprising stonemason par excellence (also deceased). Ben, bobcat owner Rod, and dear Billy M. A wonderful but Much-loved dear Beryl Wilmot heavy job. has also passed on. Hubby John Local netballer and coach Shelley Ryan (from Jan Juc) was Lorne’s pharmacist prior to gave an inspired motivational presentation to the AGM of our Randall. Sympathies to their three LBTA. “Every customer needs to come back!” she reminded sons. us. “55% of customers would pay extra to guarantee service. Congats to our ‘Contemporary Milliner’ Kim Wiebenga 68% of lost customers never return.” Shelley recommended who won The Most Spectacular Headwear award at the the friendly, generous reception and entertainment of guests/ Geelong Cup. On the day Jess Young donned the divine visitors/customers and/or strangers will always be rewarded! black leather creation, which was paraded with others at the Don’t curl your hose up on the ground or you may find a amazing big night at the Grand Pacific when the Melbourne sleeping snake coiled up also! Our wonderful hardware shop Cup visited Lorne for the day! Check them out at “Deluxe” now has solar snake deterrent gadgets to poke into the ground boutique in the main street. And thanks to the Lions Club for which emit a small siren and also vibrate. Several locals have a wonderfully organized fun night. “inserted” these over a few years and not seen snakes! Yes, Eileen Quick and her daughters and son hosted a wonderful snakes are meant to be deaf, and it’s all unproven – but worth gathering at the Senior Cits. to celebrate Eileen’s 100th a try near the woodpile.