FCA Excellence in Franchising Awards

FRANCHISE

Issue 29 Edition Three 2011

Official Journal of the Franchise Council of Australia

FRANCHISEREVIEW

FCA Excellence in Franchising Awards 2011 WINNER - ESTABLISHED FRANCHISOR OF THE YEAR HAIRHOUSE WAREHOUSE 1 Human Resource Focused Legal Advice and Solutions for Franchisors and Franchisees

To grow and thrive, franchises need Fixed Cost Unfair Dismissal to focus on their businesses and not Defence on complicated legal compliance. Prevention is always better than cure. We Getting employment law wrong can can assist you to minimise the legal risk of result in poor staff morale, damage terminating employees. However, if you do to your brand and unnecessary face an unfair dismissal claim, with our fixed costs. At HRLegal our franchise price legal defence services, there are no specific solutions take the stress hidden surprises. out of employment law compliance for your business. Employment Law Health Check HRLegal offers: A quick audit to see if your franchise business is compliant with its employment obligations. HR Assurance HR Legal also provides complete employment, A comprehensive package that, for a fixed workplace relations and safety law services monthly fee, takes care of your employment law Australia wide. needs. Includes employment law compliance audit, complete set of employment contracts, For more information about how we can full Human Resources Manual, and most assist your franchise business call us on importantly, access to our experienced 1300 HR LEGAL. legal team.

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Issue 29 Edition Three 2011 FRANCHISE

Franchise Review is published four times a year for the Franchise Council of Australia Publisher FRANCHISEREVIEW The Franchise Council of Australia inside Design and layout at+m integrated marketing Cover: Hairhouse Warehouse, winner of the Studio Manager 2011 Established Franchisor of the Year Eddie Mallinson Editorial content Stephanie Wells, Franchise Council of Australia T 1300 669 030 F +61 (0) 3 9508 0899 Cloud E [email protected] Computing Advertising Sales enquiries Making IT cheaper Angie Cooksey, and easier Franchise Council of Australia 9 10 T 1300 669 030 F +61 (0) 3 9508 0899 2011 Hall of Fame E [email protected] inductee: Franchise Council of Australia Noel Carroll ABN 17 002 789 988 PO Box 2195 Malvern East VIC 3145 T 1300 669 030 F + 61 (0) 3 9508 0899 E [email protected] W www.franchise.org.au General Information All material is published at the discretion of the FCA. Advertisements are published and positioned in the journal at the discretion of the editors. Editorial Teamwork and Leadership FCA Awards 14 contributions, advertising bookings and NFC11 Wrap Up The franchise sector’s night of nights artwork deadline information is available by 12 contacting the FCA on 1300 669 030. Disclaimer The publication of articles is for the purpose of promoting matters of Retail tenancy: Stephen Giles 4 interest to members of the Franchise Council South Australian Labor goes it alone: Steve Wright 6 of Australia (FCA). The views expressed in Legal Forum: ACCC audits underway 8 this journal do not necessarily reﬂ ect the Hall of Fame Interview: Peter Ritchie 9 views or policies of the FCA. Publication of advertisements for products or services do Inaugural NFC Franchisee Success Forum 18 not indicate endorsement by the FCA. FCA 2011 State Conferences 22 Franchisee Success Club - Great Stories! 28 The New Emerging Franchise Direct 33 Consumer20 ‘Super FCA - meet the team 34 Segment’ By Amanda Stevens Franchise Review is printed by Whirlwind Print T 1300 129 227 22 Henderson Rd, Knoxﬁ eld, VIC 3180 www.whirlwindprint.com

3 Improving access to lease information in the retail tenancy market

Chairman, Stephen Giles

We have made a submission to the Government of WA urging it to forge ahead “The market mostly with its review. This is part of the Franchise Council of Australia’s campaign to create a operates fairly, but new Retail Leasing Code of Conduct (Code), of there have been enough which the fi rst draft was formally launched at the recent FCA national conference - NFC11 - instances of inappropriate held in Melbourne from 9-11 October. circumstances that This voluntary code for landlords, tenants and representative organisations has been something needed compiled to address member concerns over to be done. the extreme behaviour that occurs far too ” Stephen Giles Stephen frequently within the franchising sector. The Code has been developed based on the Some member concerns include: guidelines for industry codes, which were The Government of Western Australian • excessive rental increases in major developed with input from the ACCC, by the (WA) is moving ahead with a review of retail shopping centres Federal Government. tenancy regulations, focusing particularly • unreasonable behaviour in relation to The conduct of the proprietors of major on the disclosure imbalance that sees many end-of-term arrangements for sitting tenants shopping centres is a chief concern. The FCA still franchisees forced to provide a lot of economic • unreasonable and costly requirements in hears far too many stories which fair-minded data to landlords but who are not the recipients relation to shop fi t-out and signage people would regard as unacceptable. Part of reciprocal disclosure about rents. • the substantial information imbalance of the problem is the substantial information This imbalance is an historical anomaly and it is between landlords and tenants imbalance and inequality of bargaining power time it was removed. In the franchising sector between landlords and tenants. • abuse of market power where landlords off er we go to great lengths to ensure franchisees contracts on a take-it-or-leave-it basis. The FCA is concerned this information have all the information they need to make imbalance and inequality of bargaining power sound commercial judgments. When they The market mostly operates fairly, but there is distorting the free and fair operation of the enter into a lease, particularly in shopping have been enough instances of inappropriate market to the detriment of franchisors and centres, they often do so in the face of long, circumstances that something needed to franchisees in particular. fr complicated legal documents forcing them to be done. disclose store turnover, when they get no such The Code is intended to take eff ect as a disclosure about current rents. voluntary code pursuant to the Competition About one in three franchise systems are and Consumer Act 2010, with parties involved in retailing, with many franchisors subscribing to the Code and thereby agreeing and franchisees occupying tenancies in major to be bound by it. It is therefore important shopping centres. that the Code obtains broad support from Australian retailers, as it will then have suffi cient momentum to enable the FCA and others to persuade landlords to become signatories.

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ww_FCA_FP_110218_v05FINAL.indd 1 18/02/11 5:03 PM South Australian Labor goes it alone

FCA Executive Director, Steve Wright

The FCA fought vigorously to explain the To back him up in these claims, Mr Koutsantonis likely negative impact of this policy, and we engaged the help of self-appointed franchising were not alone. The SA Liberal Opposition, expert, Associate Professor Frank Zumbo, of the the Federal Government, the Federal Small University of New South Wales (NSW), who has Business Minister, the ACCC, the Law Council of claimed credit for writing franchising legislation Australia, two state law bodies (SA Law Society for Mr Piccolo and for Western Australia (WA) MP and Queensland Law Society) and a plethora of Peter Abetz, and who told the WA Parliamentary franchising and other businesses, individuals Inquiry into franchising that he was an and organisations, including the SA Real Estate independent commentator. The SA Government Institute, opposed the move. has refused to reveal details of the terms of the engagement with the independent Mr Zumbo; SA Labor was simply not interested in listening. just as it has refused to reveal the content of the Left-wing MPs Tom Koutsantonis (elevated to Steve Wright Steve 57 submissions made to the Government during the position of Small Business Minister last year) a very brief draft legislation consultation period and Tony Piccolo have been on a three-year earlier this year. campaign against franchising. Mr Piccolo had Despite authoritative contrary advice and to apologise to Parliament for his behaviour State-based regulation of franchising is the opposition in Parliament, the South Australian in attacking the Liberals for opposing the FCA’s major concern with the Bill. It is important (SA) Labor Government has pushed through its Bill, but he was quick to claim victory, even to note that the FCA would not have opposed Small Business Commissioner Bill (Bill), paving though the Bill does not even mention the the Bill if it were based on the Victorian the way for the possibility of state-based word franchising. Mr Piccolo said the FCA was Small Business Commissioner model as Mr franchising rules. “disgraceful” for creating a “scare campaign” Koutsantonis told Parliament it would be. The Bill allows the SA Government to adopt the that the Bill would be bad for investment in The Bill goes way beyond the Victorian model, Franchising Code of Conduct (Code) into SA law. franchising in SA. which has been the basis for initiatives in WA, This alone is a negative development, as it opens On the contrary, he and Mr Koutsantonis NSW and Queensland. The Bill introduces the way for a second regulator, the SA Small claimed, their moves would make SA a fi nes for Fair Trading Act breaches and gives Business Commissioner (SBC) and a second franchising Mecca. Franchisors and franchisees investigation and determination authority opinion on interpretation of the Code. But the would fl ock to the State because their system to the SBC, including on matters arising from situation could be worse in the future, as the SA would be so much better than that applying alleged breaches of the Code. Government may decide to change the Code, in the rest of the country. Investment would meaning we would eff ectively have a second Fines of up to $20,000 can be imposed for boom. The suicides would stop, and people regulatory regime to add to the Federal regime failure to provide information and fi nes of up to would no longer lose their homes to exploitative policed by the ACCC. Further complicating $50,000 can be imposed for breaches. franchisors, Mr Koutsantonis said publicly. matters, the SA Bill off ers no advice on how it will interact with the Federal regime.

“Further complicating matters, the SA Bill off ers no advice on how it will interact with the Federal regime. ”

Issue 29 Edition Three 2011 South Australian Labor goes it alone

The Federal Minister for Small Business, Senator The SA Parliamentary Inquiry into franchising Nick Sherry, emphatically opposed the Bill, “Though it was never in 2008 was headed by Mr Koutsantonis, with describing it as bizarre and saying it would Mr Piccolo at his side. That inquiry noted that create conflict with Federal laws. He told the admitted during the franchising was better regulated at the Federal FCA national convention, NFC11, it was an political process, the level than in the states. However, it nonetheless unhealthy development, which he expected produced a number of recommendations, would ultimately end up in the courts in some final version of the Bill one of which was the introduction of a ‘good form of constitutional challenge. was, in effect, a de-facto faith’ obligation. Interestingly, Mr Koutsantonis has forgotten or chosen to ignore a number The new chairman of the ACCC, Rod Sims, franchising Bill. of his own recommendations from the 2008 told NFC11 that the ACCC had new powers ” inquiry in the SBC Bill, notably those about of investigation and it planned to use them. Though it was never admitted during the constructive initiatives such as education However he has told Federal Parliament he political process, the final version of the Bill programs to help prospective franchisees. does not agree with the concept of state- was, in effect, a de-facto franchising Bill. This based franchising regulation and that the SA We may have to wait until the new SBC is was made obvious when Mr Piccolo applauded Government had misused his comments to appointed to see the fate of his 2008 ‘good its introduction, claiming the SBC Bill addressed imply he did support their approach. faith’ recommendation. We will also have to many of the franchising issues he had raised wait to see what impact the SA move has on A factor which adds to the galling nature of this and sought to remedy in his franchising-related the franchise sector in SA and the rest of the Bill is the way in which it was introduced. Private Member’s Bill of 2009. country. At the moment, the SA law simply The Government cleverly concealed its true So is this the end of the SA initiatives? reflects Federal law. The test will come when intentions. The exposure draft made no Unfortunately, the answer to that question the SBC is in place and interpretation of the mention of franchising. It made only a fleeting is ‘probably not’. The Minister has not said it, Code is tested and/or any new provisions are reference to ‘industry codes’. Yet two days after but Mr Piccolo has said the new SBC may sought to be introduced. FCA will be watching the release of the relatively benign exposure recommend to the Government that it include closely – and responding accordingly. fr draft, the Koutsantonis/Piccolo/Zumbo trio some additional provisions in the adopted Code; was out in the SA farming community soliciting perhaps some provisions relating to a ‘good faith support for additional provisions to allow for negotiations’ obligation to cover such issues the adoption of existing Federal Codes and the as end-of-term arrangements. If this last point creation of new industry Codes. sounds familiar, it is because this was a major focus in the 2008, 2009 and 2010 pushes for This process was impossible to detect until changes to the Code, in WA, SA and nationally. after the fact because the submissions to the At each stage this push has been rejected, exposure draft were never published; and the most recently when Hungry Jacks and 50- departmental response to the submissions store KFC owner, Jack Cowin, acknowledged was not published until after the Minister had to the WA Parliamentary Inquiry that he had rushed his dramatically changed draft Bill into been campaigning for this change since 2007. the Parliament – before any serious opposition Mr Zumbo was present there as well, also could be mustered. advocating for a ‘good faith’ change to the Code.

7 Legal Forum ACCC audits underway

This new power has sailed under the radar, seek documents dating back several years. given the potentially onerous nature of having The obvious question that all franchisor to locate and produce large volumes of executives should pose to themselves is documents quickly. “can my system provide such documentation within 21 days, if we receive an audit notice Some audit notices recently received by from the ACCC?”. If the answer is “no”, the franchisors have required the production of all next question is “why not?” and steps should disclosure documents, franchise agreements be taken now to ensure a “yes” answer is and property lease agreements for a two- achievable if a notice is received. year period. The audit notices also called for production of documents such as marketing Franchisors already have obligations to fund audit statements, and any notice of ensure they have a record of all important

Sean O’Donnell Sean LawyersThomson proposed termination of a franchisee. franchise documentation required to be kept Things for Franchisors to Consider by the Code. The prospect of a notice means franchisors should ensure that documentation Many readers will be aware that the ACCC has Recent audit notices issued by the ACCC to can readily be located, has been archived been given signifi cant new powers as a result some franchisors serve as a timely reminder properly and procedures are in place to ensure of amendments to the legislation formerly that franchisors must diligently keep and access to documentation can be obtained in known as the Trade Practices Act (TPA). Part archive all documentation and information suffi cient time to meet the 21-day deadline. of the changes introduced by the Federal that they are required to provide to franchisees Government was to rename the TPA the (and prospective franchisees) pursuant to Franchisors should also consider obtaining legal advice quickly if an audit notice is Competition and Consumer Act (CCA). the Franchising Code of Conduct (the Code). This will include documentation such as unclear, overly onerous or seems to go beyond Much was written about the ACCC’s power disclosure documents, franchise agreements, what is allowed by the CCA. It is strongly to issue substantiation notices, infringement disclosure document receipts, professional recommended franchisors obtain legal advice notices, public warning notices and the ACCC’s advice statements, marketing fund audited at the earliest opportunity as any approach to ability to seek civil pecuniary penalties (fi nes) statements, property leases, additional the ACCC about the scope of an audit notice, or for certain breaches of the CCA. However, the disclosure of materially relevant facts and an extension of time, should not be left to the ACCC was also given a new investigative power breach notices issued to franchisees. dying hours of the 21-day notice period. to issue franchisors with what broadly can There is no legislative time limit on how far Sean O’Donnell be described as an ‘audit notice’ to compel back in time the ACCC may ask for documents Partner, Thomson Lawyers production of documents. or information, so conceivably the ACCC could Member, FCA Legal Committee. fr

Issue 29 Edition Three 2011 Hall of Fame interview Hall of Fame member, Peter Ritchie, AO, speaks with Franchise Review

Peter Richie Peter

Q: What is former US President Bill Clinton’s You recently spoke at the NSW FCA State Having attended the NSW FCA State middle name? Conference about leadership. Taking Conference, what kind of value do you see A: Jeff erson. into account the feedback following your in an open franchise community, where presentation, as well as your own personal information is shared freely and discussion So kicked off Peter Ritchie’s presentation on views, what do you believe are the major and debate can occur? leadership at the NSW FCA State Conference concerns with leadership for franchisees? I think it is mainly dependent on the leadership in July this year. William Jeff erson Clinton Most Australians have had NO education in the that the FCA can provide. The FCA needs to was born to be a leader. If Australians wanted area of leadership. The function of leadership establish boundaries, (set and police) standards to follow in the footsteps of successful past CAN be taught but our education system and foster communication. leaders, who would they choose? What makes no attempt to educate our young attributes should they try to emulate? A stand- In your opinion, where do you see the people in those skills. out speaker, Peter’s was one of the most talked Australian franchising sector in fi ve and 10 about presentations at the event. As a result, we end up with people, franchisees years time? Where do you see the growth being good examples, who ARE in leadership Widely known within the franchise community markets taking shape? positions and have probably not even given and currently the Chairman of Mortgage Operating conditions in many industries are thought to their responsibilities as leader! Choice Australia Limited, Reverse Corp Limited, tough right now. Profi t is hard to come by and, Culligan Australian Pty Limited and Deputy Franchisees need to accept and recognise that with the unions ‘fl exing their muscles once Chairman of Seven Network Limited, Peter‘s they ARE a leader, and go out to seek the skills again’ (under the new Federal Government) opinion is often sought on the many aspects of that they need. and labour costs rising, I don’t think it is going business, both within the franchise sector and to get better quickly. For a franchise system You’ve mentioned that poor communication beyond it. to prosper there needs to be enough profi t is a serious hindrance to good leadership. to share amongst two parties, so I believe Here he shares his views on the value of Can you share an example of where you have it is going to continue to be tough in the quality leadership and the importance of seen franchisor to franchisee communication immediate future. communication within the industry. executed exceptionally well? In the longer run however, there will continue At this point in your career, what does the I can’t think of an example because in the to be the same endless opportunities that we Franchising Hall of Fame accolade mean to case of franchisor-franchisee communication have seen in franchising in the past. you personally? it is such an ongoing thing. And it has to be ongoing. It can’t be tolerated to be I am honoured to be recognised by the You hold a number of board positions a ‘wonderful one day and woeful the next’ association. currently. What are some of your passions situation. It’s a matter of ‘working at it’ and away from the corporate and franchise being constantly aware. sectors?

Two passions: Samuel and James, my grandsons. fr

FCA Franchise Hall of Fame

Noel Carroll Noel inductee for 2011

Noel Carroll, co-founder of Michel’s Patisserie, Noel began Michel’s with his good mate Noel coff ee, fresh baked into each store seven days was formally inducted into the FCA Franchise Roberts in 1998 and over the next 20 years they a week. Michel’s Patisserie has been awarded Hall of Fame at this year’s FCA Awards Gala built it into the largest specialist patisserie chain the FCA Overall Franchise System of the Year Dinner in Melbourne attended by more than in the world with 400 franchisees throughout an unprecedented three times (1999, 2000, 500 people. Australia, New Zealand and China. 2003) and is highly recognised for its branding, marketing and training. With a typical mixture of sincerity and humour, The home-grown franchise system utilises Noel celebrated his induction by thanking his dedicated custom-designed bakery and coff ee Noel was an FCA NSW Chapter Committee wife, children and his fi rst ‘board’ of 26 (himself, co- roasting facilities in each region to deliver 300 member from 1999 to 2003 and served on the founder Noel Roberts and a case of 24 VB stubbies). varieties of cakes, slices, pastries, pies and FCA Board of Directors from 2004 to 2007. fr 9 Technology Cloud Computing Making IT cheaper and easier

The emergence of cloud computing has For retailers tasked with getting more done shaken up the status quo, bringing with it fresh with fewer resources, cloud computing off ers a possibilities, and providing small and medium- number of benefi ts: sized businesses the chance to now aff ord what they have not been able to in the past – an Pay as you go enterprise-grade computing infrastructure The cloud allows companies to ‘pay-as-you-go’, without the high cost and complexity without the need for upfront capital, and with associated with traditional deployments. the ability to scale up or down to save expense. As with any new technology, cloud computing Similar to utility computing, cloud-based seems to be a fairly ambiguous concept to solutions allow companies to lease what they most people. However, chances are, you are need and typically are billed only for what they already using the cloud. If you have a web- use. Companies may also add features, upgrade

Martin Foster based email account, such as Gmail, Yahoo or downgrade systems as their business needs or Hotmail, you are a consumer of cloud change. Franchisors which presently own their computing technology. Similarly, web-based IT infrastructure will benefi t from signifi cant As with any business in the 21st century, photo storage sites, such as Picasa, and social savings to their bottom line. franchises and their network of businesses networking sites, such as Facebook, all exist in Pooled resources rely heavily on technology, specifi cally the cloud. communication technology, to ensure smooth With cloud computing, companies no longer operations and quick delivery of services to Cloud computing technology works in the need to invest in software licenses for each the consumer. This is where the need for new same fashion as your local energy company. computer across their retail network, but technologies comes into play, and the most During the industrial revolution, manufacturing instead share the pool of computing resources, successful franchise businesses are those companies produced their own electricity by which allow the addition or deletion of users as which have been the early innovators, taking installing generators on-site. With the advent retail locations go on and oﬄ ine. This is ideal advantage of trends and moving ahead of the of utility companies, manufacturers began for retailers who operate “pop-up” stores or competition. purchasing energy from the utility company’s add temporary locations to deal with seasonal grid, which they accessed through a power line. demand. Traditionally, businesses have invested heavily The same concept applies to cloud computing. in technology required to house data and the Demand-based upward scalability Rather than build large server rooms that connections to transfer it seamlessly among require expensive hardware and software, The cloud allows companies to increase their business groups. This requires large up companies can instead access these computing computing power as required, instead of front investments in equipment, data centre resources from cloud computing providers. purchasing bulk capacity in advance, which space, and skilled IT professionals to run the might go unused. Retailers fi nd this very useful In a nutshell, cloud computing is the sharing of entire infrastructure. for times when branches experience high- servers and storage infrastructure, application volumes of transactions in a short period of software and information using the internet, time, such as holidays or sales events. and are often categorised into the following three categories: Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) and Software-as-a-Service (SaaS).

Issue 29 Edition Three 2011 Business continuity and disaster recovery A key benefit of the Cloud is that retailers Now is the time to get started can consolidate servers and software on a It is not hard to move to cloud computing, and Cloud-based services can protect companies’ virtualised platform, and provision services and with the right provider, companies can adopt most valuable assets – business applications supply computing power as needed. cloud-based resources without completely and data – should a server fail or a natural abandoning current investments in existing disaster occur and this, in turn, results in Ease of access for collaboration hardware and applications. significant cost savings. By contrast, consider With a growing need to collaborate between the cost of one retail outlet shutting down retailers, suppliers and business partners across According to a recent Forbes report, when during peak hours, because an in-house server multiple sites and geographies, supporting asked what the cloud has done for their crashed, or the cost of lost sales data, customer applications and services need to be hosted organisation, 54% of 685 CIOs surveyed by intelligence and inventory details if that in an easily accessible fashion, which is a key CA Technologies said the cloud has “enabled crashed server cannot be recovered. feature of cloud-based solutions. them to spend more time on business strategy Simultaneous, real-time access to analytics and innovation”, while 71% of those who had adopted cloud computing technology see a Business analytics are a foundational clear path to the corner office. “In a nutshell, cloud component of retail business as they facilitate computing is the sharing data-driven decisions. Cloud-based solutions allow multiple business users to quickly and Martin Foster, Practice Manager, IT Solutions, of servers and storage easily access hosted data at the same time. Pacnet Australia & New Zealand. Martin holds infrastructure, application International expansion a Masters of Computer Science, a Bachelor’s software and information Retailers expanding into new countries often in Electrical Engineering & Society and has struggle to execute a consistent strategy, worked in telecommunications since 1998. using the internet... [email protected] fr ” and often use spreadsheets and manual processes to replicate systems and services The Association of Retail Technology Standards that were usually handled by software at (ARTS) recently highlighted areas where a their headquarters. Hosting applications and move to the Cloud could improve the overall systems in the Cloud significantly reduces the retail experience, in a White Paper on cloud expense, time and effort required to go global, computing in the retail environment. These ensuring a consistent brand experience. included: E-commerce

Providing services to employees in store Cloud-based solutions are a natural fit for Store associates frequently use a range of web-based businesses, because of their ability applications, such as point-of-sale (POS), to provide computing capabilities on demand online training and rostering systems, which and to provision services for ubiquitous access. traditionally are hosted on-site using dedicated computer assets. This is costly to install and maintain, particularly when software and security updates are required.

11 Teamwork and Leadership

Franchise Council of Australia’s National Franchise Convention 2011

What was heard at the Franchise Council of The forum was very well attended and provided FCA Executive Director, Steve Wright Australia’s (FCA) national convention, NFC11, is franchisees with a wealth of information to take that the sector is not only weathering the storm away with them to enhance their businesses. but doing extremely well, compared to the At the Legal Symposium, leading commentators broader small business market. from the legal profession discussed legislative Held in Melbourne in October, NFC11 was all developments in franchise law and off ered about encouraging those in the sector to keep insight into emerging trends in technology that updated with what the world’s fi nest are doing aff ect privacy and data security. Delegates had to make sure their teams are performing at their the opportunity to choose between a number best, and providing some leadership learning of sessions covering a diverse range of topics, examples from outside the sector as well. aff ecting legal practitioners operating in the franchise sector. NFC11 ran for three days, kicking off on 9 October with two stand-alone events, the Legal One of the biggest drawcards of the symposium Symposium and the Franchisee Success Forum. was Deputy Chair of the ACCC, Dr Michael Schaper, who said offi ces of small business The Franchisee Success Forum provided commissioners emerging around the country franchisees information and tools to assist in ought to be coordinated, so as to ensure a lack strengthening their businesses. Lead by FCA The small business sector, including franchising, of confl ict or overlap with national law. currently has to contend with some of the most deputy chair Tony Melhem (a two-time FCA formidable changes ever: choppy economic Franchisee of the Year), the forum honed in on Dr Schaper’s comments were very timely, given conditions; savvy consumers; high-paying the success stories and what was behind those the debate occurring in the Upper House of the miners and hungry landlords all add to the stories that others could emulate. See page 18 South Australian Parliament on the SA Small diffi culty of franchise start-up and expansion. for more on the forum. Business Commissioner Bill 2011 being pushed through parliament by SA Small Business Minister Tom Koutsantonis.

Issue 29 Edition Three 2011 The Bill was the subject of much debate throughout not just the Symposium, but “...FCA used NFC11 as a NFC11 as a whole. platform to introduce to Day one of the main NFC11 program began the sector a new Retail with a bang as the RMIT Redbacks, a group of Leasing Code of Conduct. cheerleaders, ushered delegates through the ” exhibition space and into the main plenary area to hear FCA Chairman, Stephen Giles, Attendees were able to marvel at the sheer welcome everyone to the convention proper, size of the stadium from high above, and and provide his insights into the state of the following dinner were given access to the MCG’s franchising sector. interactive museum which enabled them to Next to address the convention was newly attempt to replicate one of Gary Ablett Jr’s appointed Chair of the ACCC, Rod Sims, who famous kicks, run out Ricky Ponting or sit back gave an ACCC assessment of compliance health and relax and hear about Shane Warne’s career, The Code was very well received by the of the franchise sector. from the man himself in 3-D. audience with a number of retail members signing up on the spot. Following Mr Sims, the crowd heard from Mark Day two began with another rousing welcome McCrindle, who is a social researcher with an from the cheerleaders, who ensured everyone Prior to lunch on day two, to mix things up a international reputation for tracking emerging was in readiness for the first keynote speaker little, attendees were able to choose one of trends and analysing the diverse generations. of the day, founder of Contiki, John Anderson, 27 roundtables to attend, each facilitated by Mr McCrindle gave an excellent insight into who spoke about the essence of being an an expert. generally positive trends within the sector. entrepreneur. Late in the day, people were able to attend Just prior to lunch on the first day, Federal Mr Anderson described to the crowd how he a very informative session where a panel of Minister for Small Business, Senator Nick Sherry, built Contiki from a part-time holiday business to distinguished business people were quizzed spoke to delegates. He began by saying that an international corporation and what he learnt on the impacts of e-commerce on franchise moves to introduce new franchising rules in along the way. systems. The panel, made up of Ruslan SA were unwise and unfathomable. Kogan (Kogan), Don Grover (Dymocks Group A standing ovation certainly added to the of Companies) and Bill McGowan (Fastway Senator Sherry went on to reaffirm the Federal inspirational buzz created by his presentation. Couriers), gave insights into how to compete Government’s strong preference for national While Mr Anderson was a tough act to follow, effectively with international web retailers, how regulation of franchising, criticising moves Amanda Stevens did it in spades. A global expert to establish an e-commerce presence and how by Mr Koutsantonis, to attempt to introduce on marketing and selling to women, she drew to handle discounting and pricing issues. franchising regulations in South Australia. on the latest trends and insights from around The final speaker on the program was Martin One of the last speakers of the day was the world. Grunstein, who captivated the weary audience perceptionist Tom Berger who wowed the Later in the day, the FCA used NFC11 as a while revealing some low cost and no cost ideas crowd with his ability to speed read people’s platform to introduce to the sector a new Retail that franchisees could implement to improve non-verbal cues live on stage. Leasing Code of Conduct (Code). profitability. He also looked at ways to shift a Following the day’s presentations, delegates business’ focus away from price and towards The voluntary Code for landlords, tenants and were transported to the MCG for a networking increased repeat and referral business. representative organisations has been compiled dinner, a great occasion, especially for those to address member concerns over the extreme NFC11 finished off in style with the Westpac who had not been to the ground before. behaviour that occurs far too frequently within FCA Awards Gala Dinner, which you can read the franchising sector. more about on the following page. fr

13 The franchise sector’s night of nights

The best of the best individuals and businesses honoured at the 2011 Westpac FCA Excellence in Franchising Awards Gala Dinner. The awards held at state and national level each year represent the pinnacle of franchise achievement and are a celebration of the hard working teams and individuals in the industry. The submissions to the national awards each year showcase some amazing work undertaken in the dynamic franchising sector. Hairhouse Warehouse was the major winner of the evening, taking home the coveted trophy for Established Franchisor of the Year. Co-founders Tony Lattouf and Joseph Lattouf believe the recognition proves the success of their business model. “Our business has been recognised by the most credible authority in franchising,” the pair said. “This award reinforces our leadership position in the hair and beauty industry. It means that we can leverage the award to attract a greater team and greater franchisee prospects.” Hairhouse Warehouse was also the winner in the Franchisor Social Responsibility category. The Coff ee Club was also a big winner with awards in three categories including Excellence in Marketing, Multi-unit Franchisee of the Year and Franchisee of the Year - two or more staff . Nick Vincent, General Manager Marketing at The Coff ee Club said the awards built credibility for the team. “The marketing award means more franchisee engagement in our marketing programs because we have been recognised as being marketing leaders within the franchise industry,” Mr Vincent said. 2011 FCA Excellence in Franchising Awards

Issue 29 Edition Three 2011 The franchise sector’s night of nights

“The entire awards submission process was “All of this year’s winners have certainly set the beneficial because it gave buy-in across all bar very high for others in the franchising sector departments. It reminded us too, on the efforts to try and emulate. To all those that didn’t win, the marketing team put in to rolling out national the awards process still enables people to have a promotions.” very good look at their businesses and see where they can improve moving towards the coming Poolwerx also featured prominently, with year. In essence, everyone who enters these Andrew Walker winning in the Field Manager awards is a winner,” Professor Terry said. of the Year category, as well as two runner- Along with the excitement of the awards, guests up accolades in Multi-Unit Franchisee of the were treated to the musical stylings of Dean and Year (Ian and Irene Hughes) and Established Carruthers and entertainment by speed painter Franchisor of the Year. Brad Blaze. Mr Blaze’s portraits of Bono of U2, Elvis Presley and Marilyn Monroe were auctioned with proceeds totalling more than $6000 “Gathering people donated to various charities. together for this kind Always a highlight on the calendar, the Westpac FCA Awards Gala Dinner was truly a celebration of event is really of the standout performers across the country

important. The awards from the franchising sector. Belinda Sugars, Mortgage Choice inspire people to do well. ” A special thank you to everyone The event, one of the most anticipated on who participated in the live auction, particularly our exceptionally the franchise calendar, kicked off with the talented Auctioneer, Mick Caddy announcement of the 2011 Franchise Hall of of Mr Rental. Fame inductee, Noel Carroll, founder of Michel’s Patisserie and was attended by more Bono - won by Brad McMaster of Mad Mex than 500 people. (See page 9 for more on the with proceeds going to Camp Quality newest member of the Franchise Hall of Fame) Elvis - won by Tony Lattouf of Hairhouse 2011 Franchise Woman of the Year, Belinda Warehouse with proceeds going to Motor Neurone Disease Association of Victoria Sugars of Mortgage Choice, believes the awards are a valuable event in the industry calendar. Marilyn - won by John Lazarou of The Coffee Club with proceeds going to “Gathering people together for this kind of event The Royal Children’s Hospital Foundation is really important. The awards inspire people based in WA Brad Blaze to do well. It’s great for business women to be recognised within their industry and by their peers like this.” Ms Sugars said. FCA Executive Director, Steve Wright, said in difficult economic times the Australian franchise sector has outperformed the rest of the small business market. “These outstanding businesses and individuals are great examples of the entrepreneurial skill and determination that has made the sector so resilient,” Mr Wright said. Chair of the independent judging panel, Professor Andrew Terry from University of Sydney Business School, said the calibre of this year’s award winners was extremely high.

Auctioneer Mick Caddy, Mr Rental Franchisee and artist, Brad Blaze Continued over page

15 National Senior Care Master Franchise Offered

Who We Are Right at Home® is an international leader in home care services for seniors and the disabled who need assistance in their home.

CAndidAte ChArACteristiCs inClude:

• Awareness of the significant senior market opportunity.

• Strong financial resources to develop the territory.

• Healthcare experience is NOT required.

Contact Robert Shaw: [email protected] | +1 (949) 419.7429 | www.rahglobal.com

Issue 29 Edition Three 2011

c_RAH_FranchiseCouncilAustrailia_NatSeniorCare_210mmX297mm.indd 1 11/4/11 2:39:47 PM Ad Caption “Master Franchise Offered” Australian Job # 6856 Franchise Ad Client: Right At Home Publication: Franchise Council of Australia Insertion date: Size: 210 mm X 290 mm Ink: color Date: 11.04.11 Prepared by: Bozell/Omaha Dean and Carruthers

National Senior Care Master Franchise Offered The united WA contingent arriving at the awards

Hairhouse Warehouse Who We Are Right at Home® is an international leader in home care services for seniors and the disabled who need assistance in These outstanding businesses and individuals are great their home. “ examples of the entrepreneurial skill and determination that has made the sector so resilient... ” CAndidAte ChArACteristiCs inClude: MC Toby Travanner with Brijesh Purohit, Keen to Clean • Awareness of the significant senior market opportunity. The Winners • Strong financial resources to develop the territory. 2011 Franchise Hall of Fame Inductee Franchisee of the Year – less than two staff Excellence in Marketing • Healthcare experience is NOT required. Noel Carroll, Founder Michel’s Patisserie Winner: Fiona Edis - City Farmers Dogwash, Winner: The Coffee Club Como, WA Runner-up: Hairhouse Warehouse Established Franchisor of the Year Runner-up: Rosemary Harmata - Lollypotz, Winner: Hairhouse Warehouse Chatswood and Sydney CBD, NSW International Franchising Runner-up: PoolWerx Winner: ActionCOACH Emerging Franchisor of the Year Franchise Woman of the Year Runner-up: Keen to Clean Winner: Belinda Sugars, Mortgage Choice Winner: Appliance Tagging Services Franchisor Social Responsibility Runner-up: Louise Curtis, Lollypotz Runner-up: Mad Mex Fresh Mex Grill Winner: Hairhouse Warehouse Multi-unit Franchisee of the Year Franchise Executive of the Year Runner-up: Zambrero Winner: Cameron Graham, ANZ Mobile Lending Winner: Carolyn and David McManus - Franchisee Community Service The Coffee Club, QLD Field Manager of the Year Winner: Dean Mackie - McGrath Estate Agents, Runner-up: Irene and Ian Hughes - PoolWerx, WA Winner: Andrew Walker, PoolWerx Mosman, Northbridge and Neutral Bay, NSW Franchisee of the Year – two or more staff Runner-up: Judd Sandwell, Chicken Treat Runner-up: David and Belinda Clarke – Bakers Delight, Stirling, SA Winner: Kevin and Joanne Gooch - The Coffee Supplier of the Year Club Midland Gate, WA Winner: Silver Chef Each year, the FCA Excellence in Franchising Runner-up: Anthony Smith - Mortgage Choice, Runner-up: Whirlwind Print Awards honours submissions in both state Cheltenham, VIC and national categories. You can read about Contribution to Franchising the winners from the state categories on Winner: Derek Sutherland, ICON Law pages 22-27. fr Runner-up: John O’Brien, PoolWerx Contact Robert Shaw: [email protected] | +1 (949) 419.7429 | www.rahglobal.com

Designed to provide franchisees with Keynote speakers for the forum included information and practical tools to maximise award-winning franchisees Mick Caddy the potential of their business, the fi rst ever from Mr Rental and Matt Walker, a multi-unit Franchisee Success Forum was held as part of Grill’d franchisee. Each shared how they this year’s NFC11 program. have achieved individual success within their franchise systems, how they withstood the The forum evolved from the Franchise challenges of the GFC and how they maintain Council of Australia’s National Franchisee a positive and mutually benefi cial relationship Forum, of which FCA Deputy Chairman, with their franchisor. Tony Melhem, was the inaugural Chair in 2007. Mr Melhem, himself a two-time winner Sharon Jurd, Director of Hydrokleen, found of the FCA Franchisee of the Year award, has the `real life’ stories of other franchisees useful been a driving force behind building relations for her own business. “As a franchisor I wanted between franchisees, franchisor’s and suppliers to make sure I understood what’s happening - to enhance and improve the franchise sector’s at the coal face and having the opportunity to reputation and profi tability. talk to other franchisees may help my role in fi eld management. Hearing others’ challenges “The Franchisee Success Forum will continue to and successes allows me to understand my help the 70,000 franchisees in Australia cultivate own franchisees challenges and successes.” their business by providing relevant resources, in an interactive environment,” Tony said. Registered psychologist Ree-Anna Chatman from Franchise Relationships Institute “In designing the program, the FCA took a continued the afternoon, conducting an collaborative approach, engaging with a number engaging workshop helping participants of franchisees, franchisors and suppliers.” identify their strengths and weaknesses and how to use them to create opportunities to

FCA Deputy Chairman, Tony Melhem develop their business.

Issue 29 Edition Three 2011 Keynote speaker Mark McKeon Ree-Anna Chapman, Franchise Relationships Institute

Leading motivational speaker and writer, and Sharon Jurd, Hydro Kleen with former AFL player, Mark McKeon, educated Brijesh Purohit, Keen to Clean franchisees on creating cohesive work environments and achieving work/life balance. Mark used examples from his own life, where despite a busy travel schedule, he works only 30 hours per week and takes ten weeks annual holiday leave.

Wendy’s franchisee, Chris Adams, attended the forum to help him continue to grow and sustain his business plus broaden his network of franchisees.

“I have been a franchisee since 1993 and until the Franchisee Success Forum have not known of an opportunity for me to listen to and network with franchisees from other systems.” Mr Adams said.

“The Forum provided me with new strategies such as how to more effectively motivate and monitor my team and their sales. Since the forum l have increased business by 15% like for like on last year. Having had a challenging two years of trade, reviewing these aspects of my business has had an immediate impact.”

The afternoon finished with 12 of the newest entrants to the Franchisee Success Club who were in attendance at the forum acknowledged for their achievement and their Matt Walker, Grill’d success stories shared with attendees.

If you would like to submit your ideas for future franchisee events or find out more “Since the forum l have increased business by 15% like for about the forum, please contact the FCA on like on last year. Having had a challenging two years of 1300 669 030. fr trade, reviewing these aspects of my business has had an immediate impact. ”

19 The new emerging consumer ‘super segment’

Issue 29 Edition Three 2011 Even the most career-driven, ambitious women If you thought marketing can reassess their choice once they become strategies using social a mum and many struggle with the career vs motherhood decision. Many still want a career media platforms and and genuinely want to return to work, but face a battle in their own minds as to how to smartphone technology balance work and motherhood. should be concentrated Some take matters into their own hands and speciﬁ cally on the Gen-Y establish home-based businesses so they have control over the juggle, and can determine market – you’d be wrong. their own hours and create their own solution for this balance. Amanda Stevens is a global Stevens Amanda expert on marketing and Technology and the internet have made it easier Pregnancy and parenthood create a timeline of than ever to establish a home-based business selling to women and was purchases, including home renovations, digital and run it from anywhere with the fl exibility that cameras, travel and appliances. New mums are is giving today’s mum the perfect balance of a one of the most popular 423% more likely to buy a digital camcorder in career she has control over and fl exibility to have speakers at NFC11. Here the fi rst six months of motherhood than prior, time to spend with her children. and 153% more likely to buy life insurance in 4. More than motherhood she highlights the main the latter half of the fi rst year of the child’s life. factors inﬂ uencing the One of the most signifi cant insights about There are fi ve key social trends impacting the motherhood and how it relates to marketers purchasing decisions of one consumer behaviour of this segment. is the danger of stereotyping ‘mums.’ Despite motherhood being an important role, it’s of the highest spending 1. Transitional stress not her only role. Mums see themselves as consumer groups. Due to the intense shift in lifestyle that comes multi-dimensional…mother, wife, daughter, with motherhood, many new mums are sister, friend, philanthropist, businesswoman. As One aspect of female consumer behavior struggling to fi nd their sense of identity and marketers, the biggest mistake you can make is that diff erentiates women from men is that a way to settle into their new role. For many, pigeonholing or stereotyping just one of these their needs, behaviours and priorities change they suff er from self-doubt, anxiety, sleep roles. Recognising the multi-dimensional nature signifi cantly with a change in lifestage - where deprivation and depression. They are relishing of her life is essential for your communications a woman is in life will determine how she their roles as mothers but maintain a constant to engage on an emotional level. shops, her purchase priorities and how she struggle to cope with all that comes with it. As 5. Social media - forms subsequent brand loyalty. a result, she seeks brands that empathise with the new motherhood connection her, sympathise with her and recognise her as Of all her transformations, becoming a mother is more than ‘just a mum’. Regardless of which work/life balance solution the single biggest life-stage change a woman will they ultimately pursue, today’s mothers are the go through. Overnight, she literally goes from the 2. Weight time most connected of any other segment. Given top of the shopping list to the bottom. Her life is Pregnancy and the birth of a child have an their feeling of disconnection, social media has transformed in many diff erent ways, from how obvious impact on the female body and for provided an infl uential channel of connection she feels about herself and how she views the many new mothers, this change can be far for them to the outside world and to each other. world to her career prospects and priorities. more dramatic and front-of-mind than they As a result, a powerful sub-segment of ‘social Becoming a mother changes everything. It’s anticipated. In the recent study Diff erent Lives, mums’ and ‘mummy bloggers’ has emerged. a transformative life-stage change, which over 40% of mums said that the most negative Overall adoption of smartphones among mums triggers a sizeable re-evaluation process of aspect of motherhood was weight gain. This has risen 64% over the past two years and products and brands. For example, 85% of means she’s seeking brands that help her in her 51% of mums say they are “addicted” to their mums say having a baby has changed their quest to regain her pre-baby weight, sexiness smartphones. Also, 37% of daily media time for purchase habits, while 73% say becoming a and confi dence. mothers is spent with smartphones, double the mum changed their purchase criteria. Before amount of time spent watching TV. having children, women care most about 3. Mumpreneur quality, features and design. After, they shop Motherhood turns a woman’s life, priorities and Amanda Stevens is a speaker and author. for safety, quality and price. Sixty-two percent focus completely upside down. Once the baby Her latest book, PurseStrings: New Ways of mums report that having a baby has is born, the dilemma many new mothers face is of Reaching the Hearts and Minds of changed the brands they purchase. when, if at all, to return to work. Today’s Female Consumer is available at amandastevens.com.au fr

21 FCA 2011 State Conferences Driving Franchise Proﬁ tability

Irene and Ian Hughes

The annual FCA State New South Wales Conferences are a valuable forum for discussion and debate amongst those in the sector.

The FCA strives to deliver relevant, high- quality speakers, presentations and workshops focusing on key themes that are important to our members. 2011 has been no exception.

This year the state conference road show took a closer look at what it takes to achieve Anthony Stahl and Daniel Mesiti Dean Mackie Andrew Walker something desired by everyone in small business – profi t.

For the fi rst time, all conferences were concluded with the state FCA Excellence in Franchising Awards, a sensational way to wrap- up these events. A hearty congratulations to all winners, who are listed in the pages following. Louise Curtis and Rosemary Harmata Bernadette and Gary Jones

Issue 29 Edition Three 2011 New South Wales continued

The NSW State conference off ered a diverse Having completed an impressive career at Winners 2011 FCA NSW/ACT Excellence agenda covering the profi tability theme. More McDonald’s, spanning more than 25 years, in Franchising Awards: than just increasing sales and examining profi t including two stints on the US Board, Peter margins, the program included workshops on is Chairman of Mortgage Choice Australia Franchisee Community Service Award engaging franchisees with the marketing mix, Limited, Chairman of Reverse Corp Limited, Winner: Dean Mackie, McGrath Estate Agent, maximising productivity and performance Chairman of Culligan Australia Pty Limited and Neutral Bay, Mosman and Northbridge and a focus on fostering franchisee trust and Deputy Chairman of Seven Network Limited. Merit: George Gourlas, Crust Pizza Bar, Cronulla commitment. A member of the Franchise Hall of Fame, Peter Franchisee of the Year – less than two staff Chief Equities Economist for Commonwealth shared his personal career experiences and Winner: Rosemary Harmata, Securities, Craig James, provided his delivered a rousing speech on leadership in Lollypotz, Sydney CBD and Chatswood professional insight on the state of the nation. small business. A stand-out speaker, Peter’s was Merit: Chris Morrison, ActionCOACH A renowned economist, Craig began his career one of the most talked about presentations at with Rural Bank (later Colonial Group) where the event. Franchisee of the Year – two or more staff he worked and studied his way to the position Greg Nathan, Managing Director of the Winner: Bernadette and Gary Jones, of chief economist, before holding the same Franchise Relationships Institute, delivered Beaumont Tiles, Fyshwick rank at CommSec. Having also worked with the both a keynote address and held a workshop Australian Financial Review as a commentator Multi-Unit Franchisee of the Year based around franchisee-franchisor trust. and analyst, Craig enlightened conference Winner: Anthony Stahl and Daniel Mesiti, A registered corporate psychologist, Greg is Boost Juice, Chatswood and Top Ryde attendees on the impact of the current widely known for his expertise in relationship economic climate on small business. Merit: Rabie Mtanos and Mitra Azimi, management. Covering topics such as Looksmart Alterations, Canberra City and franchisee buy-in and commitment, the The star keynote speaker was former Bondi Junction McDonald’s MD, Peter Ritchie. The very fi rst presentations were of immeasurable value employee of McDonald’s Australia (and the to franchisors, franchisees and suppliers. Franchise Woman of the Year fi rst McDonald’s employee outside the United Winner: Louise Curtis, Lollypotz States), Peter had a major role in establishing Field Manager of the Year what is considered the most successful Winner: Andrew Walker, PoolWerx franchise on the planet, both on home soil and throughout the Asia Pacifi c region. Runner-up: Mark Emery, Mr Rental

Queensland

The QLD and NT State Conference took a The duo gave a motivational speech on practical approach to ‘Driving Franchise creating a transformational shift in franchise Profi tability’ with workshops covering eff ective performance, focusing on accountability and fi eld support to foster franchisee growth, using performance, encouraging the franchisee franchisee innovations to drive profi ts and to take full ownership of all aspects of the an expert panel discussion on the threats to business. The use of Brumby’s as a case study franchise profi ts. was highly benefi cial as a working example of the theories introduced to the group. Keynotes kicked off with Michael Sherlock and Alan Anderson, co-authors of Jumpshift! Next, it was down to the nitty-gritty David and Carolyn McManus – Shift your business into hyperdrive: Create numbers with David Campbell, Director of clear direction, real time feedback and an Avatar Consulting. empowering culture that gives your TEAM David is a prominent public speaker, known the “owner’s eye” . Michael is credited with for his powerful and informative delivery. His transforming a string of ailing bakeries into focus is on understanding and establishing the thriving franchise Brumby’s is today. Alan best practice in order to implement a successful is a respected management consultant with a business model and increase profi tability. David strong background in the franchise sector. His provided a comparison of fi nancial models and clients include Brumby’s and Eagle Boys Pizza. profi ts of various franchise systems. Francesca Webster Kylie Kernick

Continued over page

23 An opportunity for an inside look, his Franchisee of the Year - two or more staff presentation provided much food for thought Winner: Greg and Natalie Nash, South Australia for franchisors. Mr Rental, Capalaba

Following discussions on improving Merit: Patrick Carmody, SafetyQuip, The SA State Conference centred on the performance and a practical look at business Sunshine Coast internal mechanisms required to run a models, the next step for the conference was Multi-Unit Franchisee of the Year small business and drive profi t and growth. to look at expansion. Attendees were treated to a question and Winner: David and Carolyn McManus, answer session with three Franchise Hall of CEO and founder of Pack & Send, Michael The Coff ee Club, Stockland Townsville, Fame inductees, Bill Vis of VIP Home Services, Paul was generous enough to share some of Domain Townsville, The Strand, Willows and Evan Christou of Pizza Haven and Geoff his expansion secrets in his address, Growing Airlie Beach Davis of Wendy’s, who then participated in a beyond Australia: profi t growth in export Franchise Woman of the Year light-hearted and entertaining debate at the markets (hard work for those wondering!). Winner: Francesca Webster, Brazilian Beauty conclusion of the conference. He stressed the importance of innovation as a safe guard from being left behind and the Field Manager of the Year signifi cance of choosing the correct business Winner: Kylie Kernick, Gloria Jean’s Coff ees model through thorough research before heading off shore. Winners 2011 Battery World FCA QLD/NT Excellence in Franchising Awards:

Franchisee Community Service Award Winner: Natasha, Melanie and Vanessa Mammone, Gloria Jean’s Coff ees, Murrumba Downs

Merit: Steve and Jenny Wilson, Howards Storage World, Mt Gravatt Natalie and Greg Nash Briar and David Strutton

Issue 29 Edition Three 2011 Winners 2011 VIP Home Services FCA SA South Australia continued Excellence in Franchising Awards: The morning session was a franchisee panel Franchisee Community Service Award discussion by Kurt Muller of Cartridge World, Winner: David and Belinda Clarke, Peter Bonnici of Bakers Delight, Tim Lewis of Bakers Delight, Stirling SafetyQuip and Alan Robson of McDonald’s. The expertise shared by the panelists went a Merit: Greg Campbell, Mortgage Choice, long way to improving understanding of the Unley/Burnside Mark Carn Greg Campbell many ways franchisors can engage with those The Franchisee of the Year - less than two staff working in their system, to make certain they Bruno provided statistical analysis of data Winner: Mark Carn, ActionCOACH feel supported in their goals, that they have collected from more than 6,000 Australian Franchisee of the Year Award - two or more staff been set up to succeed and to ensure that franchisees, revealing the dynamics of the Winner: David and Briar Strutton, everyone is working towards the same vision. franchisor-franchisee relationship, along with Howards Storage World, Mile End Franchise veteran, Paul Wheeler, one of the top fi ve messages franchisees would like Merit: Trent and Sam Bromley, Autobarn, to convey to the leadership of the system and Australia’s most accomplished franchise Noarlunga developers and Co-founder of Cartridge areas of support they believed necessary. Franchise Woman of the Year World, shared the story of turning his fl edgling Eight roundtable sessions were conducted in Winner: Belinda Sugars, business into a successful international the afternoon, attendees having their pick of Mortgage Choice, Unley/Burnside franchise with stores operating in 53 countries topics focused on improving various aspects in 10 years. Paul’s insight into operating and of small business with a view to improving the growing a franchise system, both domestically entire operation. Roundtable forums were held and internationally, was invaluable. He is truly a on cash fl ow management, removing red tape franchising success story. and positioning your brand, along with a focus Bruno Ceraso of The Franchise Relationships on technology including the eff ectiveness of Institute delivered a comprehensive research- online training, using technology to maximise based presentation on franchisee satisfaction. profi ts and a discussion on the benefi ts of Facebook and Twitter for your business.

Continued over page Want to change your job but don’t know what to do? “Then talk to the VIP family, and ﬁ nd out how you can double your income. VIP has been a household name for over 32 years. We provide you with all the training and support you need, and we teach you how to run your own business with guaranteed customers.” Bill Vis Founder & Chairman VIP Home Services

Franchises available now in • Lawns & Gardens • Home cleaning • Carpet Cleaning • Window Cleaning • Commercial Cleaning We have so much work and we need you. Call 13 26 13 or visit www.vipfranchise.com.au VIP can change your life, your future is up to you. V5022

25 Western Australia

With a showcase of impressive speakers, the relationships with their computers are The passion, enthusiasm, thoughtful planning WA State Conference focused on profi t through changing, Jason showed how this information and hard work as recounted by Abraham made brand awareness, performance management can be utilised from a business perspective. it clear that given the right frame of mind, and system optimisation. A lively group of What used to sit on our desks at arm’s length, anything is possible. attendees were treated to three keynote now sits in our pocket, accompanies us all day presentations covering various aspects of and has become part of our persona. profi tability within a franchise system. Covering the use of social media such as Group CEO of QSR Holdings, Mark Lindsay, led Facebook and Twitter for marketing and the fi rst part of the day speaking from personal commercial application, Jason also looked experience. Sharing both his wins and losses, into previous online strategies, such as search Mark worked through QSR Holdings as a case engine optimisation and why they are perhaps study, outlining the reasons for change, the no longer the eff ective tools they once were. implementation of change, and the challenges Winner at the 22nd National Ethnic Business the Company faced along the way. Awards, Abraham Hatoum provided the third Last year, QSR Holdings, the largest franchisor keynote address for the day. Abraham, along in WA, converted 120 company-owned stores with his brother-in-law, founded Looksmart Judd Sandwell Dean Franks to franchised outlets. Mark explained fi rst-hand Alterations in 1994. Since then, the Company has the eff ect this move had on turnover and grown to a network of more than 100 franchisees profi tability. The heart of his presentation lay and an annual turnover of $28 million. in the notion that within the franchise model, Abraham was perfectly placed to discuss everyone can win. exactly what it takes to achieve exceptional Jason Jordan, ‘Chief Geek’ of PCGURU, growth from start-up. entertained and informed with his lecture on Living the dream against all odds – a journey the changing online environment. Beginning to success was a personal account of a team of with the latest research on how individuals’ people working tirelessly towards a joint vision. Kevin and Joanne Gooch

Turn strategy into reality.

At Business Development Alliance we have determined • Exit Strategy three key elements of developing a business that guides • Master Franchise Development us and our clients through a disciplined process of • Operational Manual Reviews and Online Operation improvement, which brings us results. Manuals From start ups to national companies, BDA can develop • Franchisor and Master Franchisee Mentoring, Coaching, your organisational structure to build the foundations for Training solid growth. • Franchise Recruitment/Selection Manuals • Motivational Speaking Our consulting work includes: For further information please contact Mark Fernandez on • Existing Franchise System Reviews 0428 456277 or email: [email protected] • Franchise Growth Strategies • Strategic Thinking Workshops • Field Service Training + Manuals • International Development • Organisational Board

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Issue 29 Edition Three 2011 Winners 2011 BDA FCA WA With a focus on marketing, Lalena King, Excellence in Franchising Awards: Victoria Category Manager for Slurpee with 7Eleven, discussed the repositioning of the 7Eleven The Paddy Thompson Award – WA Victoria celebrated their state’s best and retail brand, including the launch a new Contribution to Franchising brightest with a champagne breakfast at foodservice brand ‘munch’ and the strategy Winner: Dean Franks, Kooyong Tennis Club, sponsored by Redcat. involved in doubling the size of the iconic Australian Franchising Systems The event, a sell-out, featured an address by the SLURPEE brand. Franchisee Community Service Award Honorable Louise Asher, Deputy Leader of the Amarjot Kaur, Marketing Coordinator at Winner: Lisa and Nathan Merrett, Bakers Liberal Party, Minister for Innovation, Services La Porchetta, detailed the redevelopment of Delight, Swan View and Small Business, Minister for Tourism and www.laporchetta.com and the work involved Franchisee of the Year – less than two staff Major Events, and Member for Brighton. in integrating new forms of online media into Winner: Fiona Edis, City Farmers Dog Wash the existing marketing mix. Her eff orts have seen online become an integral part of the Merit: Andrew Lynch, Cafe2U, Kenwick and Maddington Company’s brand marketing strategy. Franchisee of the Year – two or more staff This year’s VIC/TAS conference will be held in Winner: Kevin and Joanne Gooch, conjunction with NFC2011. The Coff ee Club, Midland Winners 2011 Redcat FCA VIC/TAS Merit: Bronwyn Butcher, Frontline Recruitment Excellence in Franchising Awards: Multi-Unit Franchisee of the Year Franchisee of the Year – two or more staff Winner: Irene and Ian Hughes, Winner: Anthony Smith, PoolWerx, Sorrento and Perth City Mortgage Choice, Cheltenham Merit: Marcus Delaney, Chicken Treat Merit: Ashley Thomson, ActionCOACH Field Manager of the Year Multi-unit Franchise of the Year Winner: Judd Sandwell, Chicken Treat Matt and Brad Walker Winner: Matt and Brad Walker, Grill’d, Camberwell, Knox and Southland. fr

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27 Franchisee Success Club Celebrating achievement among Australian franchisees In each edition of Franchise Review, the FCA will list each new entrant to the Franchisee Success Club. Selected stories of franchisees will also be highlighted. Some of those success stories are included in the following pages. To read personal stories of achievement and to nominate a franchisee from your system, visit the FCA website www.franchise.org.au and click on the ‘Franchisee Hub’ tab.

Issue 29 Edition Three 2011 Franchisee success stories

Brad understands that there is an element of hard work and commitment with any successful business, especially when you’re first starting out. A positive mind-set, combined with a willingness to do whatever it takes to get the job done, has helped Brad be successful in transferring his passion and commitment for his job to his staff. As a result, he has also been able to create a deep sense of loyalty and trust with his Anytime Fitness gym members.

Brad always looks for opportunities to learn from others in the franchise system. He believes with many other like-minded franchisees operating Anytime Fitness clubs there is no better place to look for new ideas and strategies to gain a competitive advantage in the industry.

Brad Greenback In the last 12 months, Ian and Irene built their business from three territories, two retails hubs Anytime Fitness and five mobile vans to six territories, four retail Ballarat, Mt Clear, Melton and hubs and eight mobile vans. Today Ian and Warrnambool, VIC Irene are currently number one in B2B sales After working in the sports/fitness industry nationally and despite the seasonal nature of for more than 10 years, Brad purchased his the business, they have continued to grow, first Anytime Fitness franchise in Ballarat in strengthen and diversify their business. 2009. The business quickly exceeded Ben’s At a recent PoolWerx Convention Ian and expectations, leading him to purchase a Irene picked up the award for the SA/NT/WA second territory in the Ballarat area in 2010, Franchisees of the Year for 2011. In addition, with another four clubs set to open in the next Ian and Irene are the regional winner for WA 12 months. in the FCA Excellence in Franchising Awards According to Brad, his success with Anytime for a multi-unit franchisee and were recently Fitness has stemmed from a number of factors, awarded the national runner-up in this most importantly utilising all the support and category. services that are available from the franchisor. Despite their expanding business, the couple This includes following proven operating make time to assist their fellow PoolWerx systems and marketing strategies, having a Ian and Irene Hughes franchisees with Irene sitting on the both the strong belief in the core values and culture of PoolWerx Regional and National Advisory Council. Ian has the franchise, and following advice from his Perth City, Hillarys, Beldon, Joondalup, also expanded his expertise as a representative franchise consultant. This has enabled Brad to Ocean Reef and Woodvale, WA of the AIHE (Australian Institute of Hotel avoid making early mistakes and achieve faster Engineers). All this delivered with humour, Ian and Irene Hughes, multi-unit franchisees success. He was excited to win the `Anytime accessibility and ABCD = Above and Beyond for PoolWerx in Western Australia, are evidence Fitness’ award at last year’s conference for the Call of Duty. Ian and Irene enjoy a very of how dedication and commitment can help his team’s commitment to the core Anytime positive relationship with their franchisor and create a successful and prosperous business, Fitness values, cultures and systems. are big advocates of franchising as a result of despite the recent challenges of the GFC. their positive journey.

29 Brendan Connellan Pie Face Elizabeth St, Melbourne, VIC

The path to becoming a successful Pie Face franchisee did not start easily for Brendan. Having been involved in a work place accident at a petrol station 20 years ago, where he suff ered severe burns to his arms and face, he spent weeks in hospital and months at home recovering. It was only after a trip to America to clear his head that he decided to study a post graduate degree in marketing, sparking his passion for strong branding. This, teamed with a desire to own his own businesses, is what lead Brendan to join the Pie Face team.

From day one it was clear Brendan was a dedicated Pie Face franchisee, often spending up to 70 hours a week in his Elizabeth Street store in Melbourne’s CBD, and away from his wife, Kellie, and two young boys.

Having spent so much time in-store, Brendan is now clear on how trade ebbs and fl ows and prepares for each day accordingly. His franchisor believes this has been the single biggest factor underpinning the store’s growth. Since purchasing the outlet in November 2010, he has steadily lifted weekly sales from around $13,000 to just under $18,000 and his coff ee sales percentage from 12% to 21%.

Being so close to his store’s operations means Brendan can tailor his staffi ng requirements to trading fl ows and continually refi nes his roster. He also knows exactly what type of person will click with his customer base.

He welcomes store audits and shares the results with his staff so they have an understanding of both areas that need improvement and areas in which they excel. It is this combination of attention to detail, hard work and an ongoing enthusiasm for customers which has driven his store’s impressive growth over the last nine months.

In October 2011, Brendan was awarded “Best Overall Franchisee” at the Inaugural Pie Face Conference held in Sydney. An amazing achievement considering his short time in the business. fr

Issue 29 Edition Three 2011 The FCA recognises the following franchisees as new entrants to the Franchisee Success Club

Raymond Godden Automotive Retail Business Services Housework Heroes and Services Bronwyn Butcher Warwick, QLD Frontline Recruitment Group Lorrae Burrows Alan Royle Western Australia Housework Heroes Car Care Kelmscott, WA Southern Districts Sydney, NSW Garry Fryer InXpress Rohit Bohara and Ketan Khant Brenten and Sandi U’Ren Brisbane, QLD Car Care Keen to Clean Herston Area, Brisbane, QLD Darren Smith Northern Melbourne District, VIC InXpress Kunal Pandya Brett Maker Brisbane South, QLD Car Care Keen to Clean Hills District Sydney, NSW Jason Hand and David Begg Frankston, VIC InXpress Hardik Patel Phillip and Cassie Grace Brisbane North, QLD Car Care Keen to Clean Springwood, Brisbane, QLD Tony Stamboulie Brighton, VIC Pack & Send Harnish Tapiyawala Jim Hawley Sydney City, NSW Car Care Keen to Clean Fremantle, WA Mike Smart and Lissa Becker Dandenong, VIC Pack & Send Manish Patel Steve Harrison Pyrmont, NSW Car Care Keen to Clean Western Districts Sydney, NSW Phil and Carmel Jones West Melbourne District, VIC Pack & Send Mark and Mary Grieg Jared Allen Bunbury, WA Car Care United Home Services Cleaning Burswood, WA Financial Services Brisbane South, QLD Jarrod and Tanya Ray Colin Robinson Bronwyn Dooley Car Care United Home Services ANZ Mortgage Solutions Calamvale, QLD Kalamunda, WA Clifton Hill, VIC Allen Prins Gary MacFarlane Kim Narayan Nanotek United Home Services Cleaning Mortgage Choice Hastings, VIC Kingston area, VIC Sydney, NSW Ben Edwards Nathan and Cheryl David Anthony Jude Nanotek United Home Services Cleaning ANZ Mortgage Solutions Townsville, QLD Narre Warren, VIC Doncaster, Camberwell, VIC Ian and Louise Nugent Pat and Mary Perri Nanotek Fitness United Home Services Cleaning East Brisbane, QLD Taylors Lakes, VIC Brad Greenbank Joe and Angela Talia Peter and Georgia Cook Anytime Fitness United Home Services Ironing Nanotek Ballarat, Mt Clear, VIC Noosa, Caboolture, QLD Doncaster, Templestowe, VIC Anthony Belcher Shahnaz Hay Ian Franke Back in Motion United Home Services Ironing Nanotek Sydenham, VIC Camden, NSW Narre Warren, VIC Nathan Rickard Mike Jing and Summer Ren Back in Motion Building Retail United Home Services Cleaning Aspendale, VIC and Services Hawthorn East, VIC Household Services Tanya Chen and Leo Wy Ian and Irene Hughes United Home Services Cleaning Hamish Mc Cracken PoolWerx South Melbourne, VIC Perth City, Beldon, Joondalup, Ocean Reef Gutter-Vac and Woodvale, WA Perth, WA David Radobuljac United Home Services Gardening Phillip and Leanne Valencour Jock Dean Malvern, VIC Outside Concepts Gutter-Vac Eastern SA North Brisbane, North East Brisbane, Mei and Jim Du North West Brisbane, QLD United Home Services Ironing Robert Coombs Glen Waverly, VIC Outside Concepts Peter Hayne Geelong, VIC Gutter-Vac Shane Archer Canberra, ACT United Home Services Cleaning Brighton, VIC

Continued over page 31 Household Services continued Retail - Food and Resturant George Baddawi Shane and Lyn Crookes Tony Zoobi United Home Services Cleaning Chicken Treat Hairhouse Warehouse Essendon, VIC Pinjarra, Silversands, Mandurah Forum, WA Burwood, Bondi, Castle Hill, Parrammatta 1 Marcus Delany and 2, Liverpool, Merrylands, Parramatta L5, Andrei Dobrovolsky Parramatta L1, Warringah Mall, NSW United Home Services Carpet Cleaning Chicken Treat Essendon, VIC Byford, Coolbellup, Southernriver, East Tim and Rebecca Arriola Maddington, Yangebup, Camillo, Langford, WA Hairhouse Warehouse Ian and Kerri Bennett Colonnades, Harbourtown, Rundle Mall, United Home Services Cleaning William and Louise Stonestreet Tea Tree Plaza, SA Eltham, VIC Jamaica Blue Matthew Griffi n Bernie McEvey Westfi eld Tuggerah, NSW Hairhouse Warehouse United Home Services Cleaning Andrew Thompson Townsville, Willows, QLD Ivanhoe, VIC Jamaica Blue Castletown Shoppingworld, Townsville, QLD Joe Nocera Retail - Food Non-Resturant United Home Services Cleaning John and Shelly Miseski Mill Park, VIC Muffi n Break Lisa-Maree Scheiner Cappuccino Xpress Pamela Tiff any Lavington Square Shopping Centre, NSW Kewdale, WA VIP Home Services Home Cleaning Donald Manton Aberfoyle Park, SA Muffi n Break Lim Jong Ningsen `Nelson’ Zhao Erina Fair Shopping Centre, NSW Lenard’s Palmerston, NT VIP Home Services Commercial Cleaning Brendan Connellan Torrensville, SA Pie Face Jeremy and Kerry Suthers Amanda and Vaughan Proctor-Parker Elizabeth Street, Melbourne, VIC Lenard’s Smithfi eld, QLD VIP Home Services Commercial Cleaning Carolyn and David McManus Blair Athol, SA The Coff ee Club Rosemary Harmata Kylie and Ashley Davis Stockland Townsville, Domain Townsville, Lollypotz VIP Home Services Lawn and Garden The Strand, Willows and Airlie Beach, QLD Sydney CBD, Chatswood-Hornsby, NSW Fullatton, SA Barry and Jenny Lane Juley Troy The Coff ee Club Lollypotz

Mobile Services Springwood,Logan, Hyperdome, Newcastle, NSW Karen and Mick Richardson Logan Mega Centre, Helensvale, QLD Retail - Household Goods Aussie Pooch Mobile Retail - Fashion and Beauty Oxley, QLD Adrian and Marelize Smith Jayne Collinson James and Deanna Reeves King of Knives Aussie Pooch Mobile OPSM Rhodes Waterside Shopping Centre, NSW Burleigh Heads, QLD Croydon, VIC Retail - Other Kathryn Carmody Glenn Barltrop Aussie Pooch Mobile Laubman and Pank Jayne and Andre Hillege Buderim, QLD Mitchelton, QLD Civic Video Debra Harris Lube Markovski Gordon, Cherrybrook, NSW Aussie Pooch Mobile Hairhouse Warehouse Services Blacktown, QLD Wollongong, NSW Andrew Foster and Fiona Ogilvy Jason Kliese Mitra Azami and Rabie Mtanos Mini-Tankers Hairhouse Warehouse Looksmart Alterations Brisbane South East, QLD Rockhampton, QLD Canberra, Bondi Junction, NSW fr Fiona Edis City Farmers Dogwash Como,WA

Issue 29 Edition Three 2011 The FCA’s commitment to delivering valuable and engaging communication to you, our members, is top priority and this is where Franchise Direct has been developed to give you up-to-date, relevant information that is important to you.

Franchise Direct comes to you in the mail between editions of Franchise Review Magazine but with a twist, you also have your very own personal Franchise Direct website that is yours.

You may have noticed that Franchise Direct is personalised to you and contains information, stories and features, events and education, political updates and important dates. It also has your personalised URL (pURL).

Your pURL is your link to all things now that are happening in and around the FCA that may be of interest or importance to you. Your pURL is unique to you and is your personal web page for all things franchising. It gives you portability, can be viewed on your mobile device, iPad, Tablet, Laptop or PC. Save your pURL in your favourites or bookmarks to be able to access Franchise Direct at any time, any place and anywhere.

The Franchise Direct pURL contains lots of detail and downloads that you can easily access and send on to your franchisees and your staff . Franchisee Success Club What’s Inside continued Each franchisee will also be listed in the > Franchise Review The > < magazine. FCA aims to have It contains important links to the FCA website, In addition, FranchiseeFranchisee Success Success Club Club 1,000 outstanding <> <<First Name>> franchisees in the club by July 2012. To participants celebrate the launch, the first 500 entrants Retail Leasing Action <<Company Name> will be Retailinvited, Leasing Action > FCA, to as guests of the will <<Address Line 1> be formally acknowledged have the $20 application > FCA event at an fee waived. making it easy to fi nd what is important you. > in theirEducation state. Each is the Future Franchisees <<Address Line 2> > <<Postcode> personal congratulatory letter willfrom receive the FCA a can be nominated A feature of the discussions at NFC11 will be application via an online <<Localit y>> <<State> Chairman, as well asFranchising a certificate and Excellence decal for or via a downloaded the big challenges available from form, both currently facing display on their the FCA website involved in retail everyone premises or businessAward Winners www.franchisee.org.au/franchisee-success- leasing. vehicle. Selected franchisees and their franchise club. An Times have never eBooklet with more been tougher systems may also be included in a special also information and, in many cases, for landlords. – for tenants, available to download is publication planed for 2012, highlighting A pack on the website. containing Some recent examples success stories of Australian franchisees. a booklet and nomination have shown form can be requested by calling the FCA times are us that when tough, some operators on 1300 669 030 new can look to . fd ways to try to maximise > regardless their performance, of the impact <<PURL_Key> this may have Welcome, your personalised url is Education is the Future particularly tenants, or other tenants in theon others,same www.franchiseview.com.au/ shopping centre, in some cases. What to do to make sure you receive FCA is ramping up education with accredited courses… In the past 18 months, FCA has consistently with online offerings coming soon. highlighted to state and federal Diploma of Franchsing is the flagship course – that this is an area needing focus. governments 3 AUG Franchise Direct and you pURL Manage people performance Some have listened. 10 AUG Victoria, Queensland Develop NSW have adopted and a workplace learning harmonised 24 AUG Manage budgets and financial environment plans regulations. disclosure We expect others But this to follow suit. Full details are available at: alone is not enough. www.franchise.org.au/diploma-faq.html The WA Government Log on to www.franchise.org.au has announced Certificate IV in Small Business of retail tenancy regulation. FCA applauds a review this Franchisee Success Club Management for Franchisees – and will be pressing for change. Call today to see if you qualify for Government Assistance The change we will be seeking and ensure your all your details are correct and the fairplay requirements, inherent is to in adopt the Certificate IV in In a world first, the FCA has launched the Franchisee Success Club, to recognise the Small Business Franchising Code of Conduct, to apply to now open for commencement Management in NSW - 28 July runs 2011 outstanding contributions of Australian franchisees. all year round with registrations behaviour Full details are available at: www.franchise.org.au/fa registrations in retail tenancy. state The ACCC and The Franchisee Success Club was launched at the FCA NSW State Conference on July 8 by FCA government small Franchise Direct will be sent to you. q-certificate-iv-.html business agencies Chairman, Stephen Giles, and Deputy Chair, Tony Melhem, himself a two-time winner of the openly acknowledge fd that there are FCA Franchisee of the Year title. Joining them were franchisees from around Australia, who complaints and disputes about tenancy many issues more were among the first entrants to the club. OPSMThese , Croydon,participants VIC included: Franchising Excellence Award Winners than there are about franchising agreements. Reeves from and Deanna QLD Many of these types of disputes occur between • James Abson , Brookside, The next Franchise Direct will be out in from Laubman and Pank landlords and tenants who are also franchisees. • Glenn Barltrop , Sydney, NSW NSW and Bondi, FCA from Car Care Hills District , Canberra will be taking the • Brett Maker issue up federally from Looksmart Alterations with all state governments. and and Mitra Azimi NSW • Rabie Mtanos , Rhodes, December! fr from King of Knives A board sub-committee has been formed Marelize Smith • Adrian and to direct the campaign. A draft Code has Nanotek, Camden District, NSW NSW been created. Franke from Cherrybrook, • Ian , Gordon and from Civic Video In the coming • Jayne Hillege , Sydney, NSW outstanding months, FCA Mortgage Choice including franchise will be seeking from of achievements, Anthony Stahl service, and system support • Kimberly Narayan for a range in customer for this initiative, be recognised excellenceDaniel Mesiti Chris Morrison as well as backing can contribution, success or from other entry, franchisees community and personalBoost Juice Action COACH organisations like-minded To gain or achievement, system Louise Curtis and representative and the franchise Winner NSW/ACT Multi-Unit Merit NSW/ACT Franchisee of financial performance franchisees Lollypotz We will be going to each State to groups.enlist support. to fellow Franchisee of the Year the Year - less than two staff positive contribution Winner NSW/ACT Franchise Woman of the Year Expect to Rabie Mtanos of franchising and Bernadette and Gary Jones hear from us soon achievements. the contribution campaign to be a major element and offor NFC11. this to Mitra Azimi Beaumont Tiles Dean Mackie wonderful testimonials , Fyshwick The personal story of each will franchisee prove will be will be displayed on the LooksmartFCA website Alterations alongside, Winner NSW/ACT Franchisee of McGrath Estate Agent fd These stories their photo. Canberra City and Bondi the Year - two or more staff Bay, Mosman and Northbridge, Neutral Merit NSW/ACT Multi-Unit Winner NSW/ACT Franchisee to the Australian economy and communities throughout the country. Andrew Walker Franchisee of the Year Community Service PoolWerx Rosemary Harmata Winner NSW/ACT George Gourlas</p><p>Lollypotz, Field Manager of the Year Crust Gourmet Pizza Bar over page Sydney CBD and Chatswood Cronulla , Continued Mark Emery Winner NSW/ACT Franchisee of Merit NSW/ACT Franchisee Mr Rental the Year - less than two staff Community Service Runner-up NSW/ACT Field Manager of the Year All information outlined in this communication piece is correct at time of printing. Dates, speakers speakers and other details may change without notice.</p><p>33 Front Row: Mandy Callaway, Kristen Howard-Daniells, Lucy Ming, Anna Kellock, Angie Cooksey (and Fred the FCA mascot on her shoulder) Back Row: Kym De Britt, Lesla Dyer, Simon Heggen, Victoria Scott, The FCA team Stephanie Wells, Michelle Greenwood, Terry Sefton (Absent: Steve Wright)</p><p>With a number of new faces at Angie Cooksey Kristen Howard-Daniells Angie Cooksey recently joined the FCA as the Events Coordinator, Kristen Howard-Daniells, the FCA in the past year, below Sales Manager, looking after sponsorships came to the FCA after beginning her career in is a who’s who at head oﬃ ce. and partnerships as well as advertising sales. the tourism industry with popular event venues With more than 20 years in sales and event Melbourne Aquarium and Luna Park Melbourne. Amanda Callaway management in the training, hospitality and Well versed in corporate events and private Amanda Callaway commenced her career fi nance sectors in both Australia and the UK, functions, Kristen’s attention to detail is a major within the fi nance sector with institutions she is looking forward to creating new business asset to the FCA Events Team and her bubbly such as HSBC, Bankwest and Colonial State relationships within the franchising industry. personality has ensured she has quickly become a valued member of the FCA Head Offi ce. Bank. Amanda also holds a number of years Angie is a keen scuba diver and snow boarder hospitality management experience. and enjoys good food and wine. Kym De Britt As the Event Manager, Amanda is responsible Anna Kellock Kym is currently the Chief Operating Offi cer and for managing the logistics of over 170 Anna joined the Franchise Council in March this has held this position for the past three years. events throughout Australia annually, as year as External Relations Offi ce, a newly created well as creating and managing international Kym also owns a large food-based hotel in role that centres on franchisee engagement. She delegations to the IFA Convention in the USA Richmond, and a cocktail bar in Fitzroy. His is excited to be championing the Franchisee and the FANZ Convention in New Zealand. son manages the two businesses, which Kym Success Club, a world fi rst initiative from the oversees, managing the accounts and book work. Amanda is a passionate and attentive event FCA and sharing the wonderful stories of manager and, as a member of the Professional achievement of Australian franchisees. With 20 years in hospitality, predominantly in Conference Organisers Association, ensures the gaming industry, Kym also spent 10 years in Looking to the future, Anna will work with she maintains and implements industry best the Australian Federal Police based in Canberra franchisors and franchisees to build and practice. and Sydney, where he worked in areas including maintain strong, productive and mutually General Policing, Traffi c Branch, Diving Squad, benefi cial relationships. She welcomes all VIP Protection and Driver Training. With a feedback and suggestions on how this can be training schedule averaging about 13-15 hours achieved. She is a horror movie fanatic and per week, he recently competed in the Hawaiian has recently started collecting original day bill and Barcelona Half Ironman and will tackle the horror movie posters. Anna looks forward to inaugural Melbourne Ironman in March 2012. meeting you at NFC. His motorsport endeavors primarily involve competing in the Tarmac Rally series where he is a front-running contender in the Showroom Category.</p><p>Issue 29 Edition Three 2011 Lucy Ming Michelle Greenwood Terry Sefton Lucy Ming is the Finance Manager of FCA, Michelle Greenwood recently joined the FCA Terry Sefton joined the FCA in August of this and has been with the organisation for almost as Office Manager and Assistant to the year and will work with us as our Strategic five years. Executive Director. Communications Manager. Terry, a rugby-mad Kiwi, comes to us via a stint at the Victorian Lucy hails from Jingzhou, in the province of Prior to the FCA Michelle held administration Government where he held a variety of Hubei China and came to Australia in 2002 to roles in Hong Kong, London and Dubai. communications and media advisor roles. Prior complete her studies in accounting. She has one Stephanie Wells to moving to Australia in 2009, Terry worked in more year of study to complete her CPA. London at accountancy firm Grant Thornton’s New to the FCA, Steph looks after its various Lucy successfully completed her first 10km run head office as a media adviser. Before entering publications, including Franchise Review in July, at the ‘Run of Melbourne’ with fellow FCA the communications world, Terry worked as a and Franchise Direct. As the Marketing and colleagues, and is looking forward to entering sports and business journalist. Communications Manager, she is looking more in the near future. forward to raising awareness of the work of the Victoria Scott Her role includes providing financial reporting, FCA and enhancing the feeling of community for Victoria has spent more than 15 years in the financial input into the assessment of initiatives, members, as well as increasing open discussion airline industry in a diverse range of roles, the forecasting and all other aspects of the finance about issues relevant to the franchise sector. last few as Qantas Club Manager Cairns. function. Steph is a keen competitor and currently training for her second Oxfam Trailwalker 100km hike, to She also spent eight years working in varied Simon Heggen take place in April 2012. positions with Federal Hotels, including Service Simon joined the FCA in September 2010 as Centre Manager and Project Office Manager. Steve Wright Education Manager. During Simon’s first year he She is well placed to utilise her skills in the notes a solid student intake for the Diploma of Executive Director, Steve Wright, is a media and new position of Project Manager at the FCA. communications professional with more than Franchising as one of his major achievements. Victoria’s interests include enjoying good food, 15 years experience in industry advocacy and In 2011, he has also held the Eyes Wide Open wine and music, watching most sports, and since stakeholder relations, including investor, media Seminar for potential franchisees and franchisors being at the FCA has commenced running and and government relations and regulatory affairs. in Perth, Sydney and Melbourne, as well as has completed her first 5km and 10km runs. fr The FCA team launched the FCA L&D Community Forum. Prior to joining the FCA, Steve was Director (Communications) with Gavin Anderson & Simon is the unofficial entertainer in the FCA Company, one of the nation’s leading public affairs, office, frequently breaking out into song to corporate and government relations consultancies. amuse his workmates. </p><p>How is your brand represented on ... The Official Directory of the</p><p>• Over 1200 franchisors listed • 80,000 potential franchisees visiting every month • Measureable, cost effective lead generation - - Email leads - Web clicks - Phone calls • Expert advice from legal, financial and business consultants</p><p>To discuss your listing and how it’s working for you... Email: info@franchisebusiness.com.au or call +61 (2) 9422 2418</p><p>35 Does your business banker put your franchise first?</p><p>In any relationship actions speak louder than words. Which is why we were the first bank to get rid of annoying bank fees saving our customers $230 million. We have empowered our bankers to give credit on the spot to save you precious time. And we will continue to stand by our franchise customers through the good times and the bad. So, if your looking for more from your business bank, let’s talk.</p><p>Ready to make the break? Visit nab.com.au/makethebreak or talk to your local NAB Franchise Banking Business Development Manager today:</p><p>Jason Kloszynski VIC/TAS 0428 116 270 Frank Sassin NSW/ACT 0457 503 264 Simon Ovenden QLD 0429 044 543 Shaun Needs SA/NT 0447 598 901 Shane Cocker WA 0404 887 234</p><p>© 2011 National Australia Bank Limited ABN 12 004 044 937 AFSL 230686 TBNAB1412 Issue 29 Edition Three 2011</p><p>TBNAB1412_297x210_Franchise_FPC_v3.indd 1 18/02/11 3:29 PM</p> </div> </article> </div> </div> </div> <script src="https://cdnjs.cloudflare.com/ajax/libs/jquery/3.6.1/jquery.min.js" crossorigin="anonymous" referrerpolicy="no-referrer"></script> <script> var docId = '8f682a8001d8e5d175ee0f45e92d25c5'; var endPage = 1; var totalPage = 36; var pfLoading = false; window.addEventListener('scroll', function () { if (pfLoading) return; var $now = $('.article-imgview .pf').eq(endPage - 1); if (document.documentElement.scrollTop + $(window).height() > $now.offset().top) { pfLoading = true; endPage++; if (endPage > totalPage) return; var imgEle = new Image(); var imgsrc = "//data.docslib.org/img/8f682a8001d8e5d175ee0f45e92d25c5-" + endPage + (endPage > 3 ? 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