Albany ChamberCC of Commerce & IndustryI Inc. ACCINEWS > Albany Chamber of Commerce & Industry Newsletter June 2011

ACCI’s vision is to be a significant force in the development of a Albany ChamberCC of Commerce & IndustryI Inc. vibrant and sustainable business environment in the .

63 Grey St East, Albany WA 6330

P (08) 9842 2577 F (08) 9842 3040

W www.albanycci.com.au Message from Gary Cutler W www.albanydirectory.com.au

President of the Executive Committee inside this issue... Federal and State budgets have come and who both entertained us and served the gone with the upshot being that neither scrumptious food. We look forward to being contained anything significantly new for hosted at this month’s BAH by Davyd and Albany and the Great Southern. Thank Angela Hooper from Dog Rock Boulevarde, you to Hon. Terry Redman, Minister of Jaffa Java, and Albany Camera House. may business after hours Agriculture & Food; Forestry; Corrective We conducted successful events during Services for delivering this year’s well May including the Personal Properties june business after hours details attended post budget luncheon held at Security Register business breakfast in Carlyles Reception Centre. conjunction with the Federal Attorney’s ACCI’s new premises are well advanced General Department, and the Design! with all the brickwork complete and the Deliver! Delight! customer service workshop roof going on as we speak. All being well, in Cranbrook. we could be in our new premises by late This month’s event programme includes a September. We will shortly be seeking Skilled Migration Business Breakfast, Great expressions of interest from members Southern Women Networking Breakfast regarding sponsoring the purchase of with City of Albany CEO Faileen James, chairs etc. for the training room. Please and Design! Deliver! Delight! keep some dollars to one side in your respective sponsorship budgets. As previously advised, this year’s Women’s setting the benchmark Leadership Forum is scheduled for Tuesday You will shortly receive candidate 27th September and we are pleased to buy local nomination forms for the four ACCI announce that ENJO founder Barb Executive Committee positions that will De Corti, Tourism WA Chair and successful new members become vacant in October. The reason restaurateur Kate Lamont, and newly why elections take place well in advance of announced Australian Rural Business commencement date is to include photos Woman of the Year Caroline Robinson of the Executive Committee in the Annual have all confirmed their participation on the Chamber Business & Community Directory. speaker programme. So please give some thought to nominating for the Executive…it’s a great opportunity to And finally congratulations to Dog Rock help continue the growth and relevance of Pharmacy and Wade Marshall Plumbing for complaints are gifts ACCI. winning the April 2012 Directory early bird prizes of Bose SoundDocks. It certainly calendar of events Thank you to Stuart Marquardt, Doug pays to get your advertising completed Osborne and their respective teams from early. Remember that the 5% earlybird small business open days Great Southern Grammar School and discount closes 30th June. National Australia Bank for hosting last month’s well attended Business After Hours. directory deadlines And special thanks to the students of GSG Gary Cutler, President

ACCINEWS > Albany Chamber of Commerce & Industry Newsletter > June 2011 Page 1 Building on partnerships Wade Keyser and National Australia Bank (NAB) Albany and Great Doug Osborne from Southern Grammar (GSG) joined forces to host National Australia May’s Albany Chamber of Commerce and Industry Bank Albany – one of Business After Hours. the hosts of BAH. Great Southern Grammar, located on the shores of Oyster Harbour, offers students from to Year 12 an ideal environment for their educational journey. GSG principal Stuart Marquardt said he was proud of the school and its role in the community. Stuart said GSG has developed an excellent reputation for the quality of its facilities and staff. “There is a culture of achievement and of excellence in a range of academic, cultural and sporting pursuits. Our programs offer enormous depth and breadth of learning across the curriculum,” he said. Stuart said it had been a deliberate decision to host BAH with NAB as the bank has played an important role in the development of the school since its inception. He said as an independent school there BAH May hosts Great Southern Grammar was a constant challenge to meet the needs of new School principal Stuart Marquardt and facilities and the NAB had been a strong supporter GSG School Council finance committee over the years. “We are in the business of learning chairperson Jennifer Shearer. and our aim is to help young people realise their potential. We take seriously our responsibility and are grateful of the support from the local business community in our efforts. Great Southern Grammar is more than the sum of its parts: students, staff, facilities, curriculum, and parents. There is a strong Jeremy Stewart from Merrifield feeling of belonging to a place and a community and Real Estate and Coby Ladwig from Ageless Health and Fitness. joint sense of purpose that we are eager to share with the wider Albany community.” Doug Osborne, senior partner with the Albany Business Banking Centre, told the BAH crowd that NAB was “different” to other finance providers. “The thing that makes us different is our people. With branches in Albany and Denmark we make our own decisions,” he said. “We understand how important Belinda Dally from the Water Corporation, it is to your business to have a dedicated banker and Chelsea McIntyre and Tanja Juers from who is empowered with local authority to make the Wellington & Reeves. decisions that will help your business thrive.” About 30 people are employed locally by NAB providing customers with access to specialist staff in Duan Ellis and Peter Hutchinson from NAB the many areas including business and agribusiness Albany. banking. Doug said it had been good working with GSG principal Stuart Marquardt and his staff over the past five years. Join us at... A special presentation was made on the night to former ACCI President Tony Monterosso who was June’s BAH presented with life membership of the chamber. Tony served for nineteen continuous years on the > Wednesday 15 June Executive Committee and becomes only the third person in the Chamber’s 118-year history to be Nic Vasiliu and Matthew Hare from > 6pm - 8pm awarded life membership. the Telstra Business Centre. > Hosts: Dog Rock Boulevarde, Jaffa Java and Albany Camera House

> Venue: Jaffa Java, Dog Rock Boulevarde

> RSVP to [email protected] or fax registration form to 9842 3040 by noon, Friday 10 May, 2011

> Registration form enclosed

See you there! Tony Monterosso was made a life member Meredith Morgan from NAB Albany and of the ACCI. Deb Walker from Deborah by Design.

Page 2 ACCINEWS > Albany Chamber of Commerce & Industry Newsletter > June 2011 Still setting the benchmark As the inaugural inductee into the ACCI “The apartments are central so people Business Awards Hall of Fame at the 2011 can walk to work, cafes, restaurants awards gala dinner, you would think David or just relax on the private balcony,” and Gaynor Clarke from the multi-award she said. winning Cape Howe Cottages might take a Better still the Clarkes can now break to savour the moment. offer guests the ultimate ‘Town and But in true style, this inspirational couple Country’ package where they can have recently opened a new accommodation combine a city working stay at Abode venture in the heart of Albany – Abode Apartments with a weekend getaway Apartments. at Cape Howe Cottages at Lowlands Beach. Abode Apartments are two fully self- contained two bedroom apartments, well- Cape Howe Cottages is one of the equipped and located on the first floor of a most awarded tourism properties in complex with views over Parade Street Park the region. and Princess Royal Harbour. In yet another accolade, Cape Howe Cottages David and Gaynor Clarke inside their Parisian- will be inducted into the WA Tourism Awards inspired Abode Apartments – Albany. The inspiration for the apartments came Hall of Fame in November, after winning the when the couple booked accommodation in “We feel our brand is known and we can use best hosted accommodation category for Paris, which from the outside looked like a it to market the Abode Apartments. People three consecutive years. warehouse but inside was like a show home. who know the high standards of Cape Gaynor said they were proud and surprised Howe Cottages can expect the same at the “Typical of most Parisian apartments, Abode to have become part of the Hall of Fame on apartments,” David said. Apartments are not pretty on the outside but both counts. they are ‘oh so chic’ on the inside,” Gaynor The Clarkes particularly encouraged other said. The Clarkes believe winning awards has tourism businesses to continue entering the given them the edge over their competitors WA Tourism Awards because it was great According to Gaynor and David, the and had translated into many bookings. exposure for the region. apartments offer guests more space than a motel room, more independence and privacy Creating the Albany accommodation had “We need businesses to keep waving the than a B&B, and more of the comforts of been a deliberate decision to invest in the flag for the local tourism industry,” Gaynor home. region. said. BUY LOCAL – Why it’s good for your business New members!! The single most effective way any individual for local businesses and producers. Welcome to our 8 newest members whose or business can help the local economy, is membership was approved at last month’s Alternatively, picture that same amount of Executive Committee meeting: to BUY LOCAL. This is not simply a ‘feel- money being spent on imported goods either good’ initiative, but rather is well grounded in online or at stores headquartered in , Aqualab Water Care Services sound economic reality and is known as the the eastern states, or overseas. These Lorraine Roser “Local Multiplier Effect”. transactions would add very little or no value Classic Cabinetry Famed economist John Maynard Keynes to the local economy; one thousand dollars Neville Bastian first coined the term “Local Multiplier Effect” would be spent only once and act just like Granite Transformations – Albany in his 1936 book The General Theory of one thousand dollars with zero multiplier Neville Bastian Employment, Interest and Money. The Local effect. A car, flat-screen television or handbag purchased in Perth adds zip, zero, H R & N Hawkins Multiplier Effect (LME) is a very valuable, Russell Hawkins hidden feature of every economy and refers nothing to the local economy. to how many times dollars are re-circulated It has been estimated that about a century Caldwell Land Surveys Aarron Caldwell within a local economy. ago, thriving local communities had a LME in For example, let’s imagine one thousand the high 20s or low 30s. Today it’s estimated Community Support Network Len Wilkinson dollars being spent on local goods and to be in the single digits. This reduction in services. Imagine that each of the local the number of rounds that monies make has Girl Next Door businesses that earned those dollars then had an extremely negative effect on local Lauren Poultney economies. All areas of community life are re-spends that money on more local goods Officeworks Albany and services such as vehicle and computer affected by this deficit. Michael Ritchie repairs, accounting and legal services, office An associated benefit of buying locally and stationery supplies etc. Envision this grown and produced goods is the dramatic cycle happening several times before this drop in “food miles”. Locally grown fruit and money is finally spent on imports – goods vegetables have a food mile component or services from outside the region. (For of less than 100 kilometres, sometimes national chains, practically none of these as low as ten; whereas some imported food, both processed and unprocessed, goods and services is sourced locally and P (08) 9842 2577 apart from staff wages, all monies generally on supermarkets shelves can have tens of leave town.) thousands of associated food miles. F (08) 9842 3040 In this example, the original one thousand So support both the planet and your local dollars could be re-spent many times over, economy and BUY LOCAL. W www.albanycci.com.au say up to ten times. This re-circulating Compiled by Graham Harvey; adapted in would act much like ten thousand dollars by part from an article by Tricia Truitt, a member increasing revenue and income opportunities of Earth & Sky Cooperative Exchange. ACCINEWS > Albany Chamber of Commerce & Industry Newsletter > June 2011 Page 3 Complaints are gifts! What is a complaint? Fundamentally, it is a It is also vitally important to separate the Albany ChamberCC of Commerce & IndustryI Inc. statement about customer expectations that message from the medium. We must haven’t been met. But more importantly, it is distance the content of the complaint from Calendar of Events a golden opportunity for businesses to make the emotion of being blamed. In other words, some helpful changes or improvements to don’t take things personally, and don’t shoot June their respective product or service offerings. the messenger! 6 Foundation Day Public Holiday

For a company to survive and develop, it This means gaining empathy for the needs to maintain a high rate of customer 8 Skilled Migration Forum Breakfast disappointed people, and rethinking how Hosts: ACCI, GSDC & WA Dept of satisfaction. This is only possible if the complaints can help us to move forward as Training and Workforce Development company can satisfy its customers after they a business. The very fact that a customer Venue: Motel Le Grande have experienced a service breakdown. summoned up the courage and made the RSVP: 9842 2577 or The way a business handles complaints effort to complain indicates some level of [email protected] from its customers is of vital importance to commitment to us. Many will only grumble to the customer’s perception of the company’s others or simply walk away. 14 Networking Lunch service quality. Hosts: Great Southern Women We would do well to put ourselves in Venue: Dome Café @12.30pm An important part of a company’s quality their shoes. Imagine that what they are RSVP: Just turn up assurance is having a good customer complaining about had happened to you. complaints culture and service recovery How would you react? What would need to 15 Business after Hours process. happen for you to be satisfied? Hosts: Dog Rock Boulevarde; Jaffa In their book ‘A Complaint is a Gift”, Janelle Java; Albany Camera House All businesses depend heavily on word- Barlow & Claus Moller provide the following Venue: Dog Rock Shopping Centre of-mouth advertising. The way we handle eight-step complaint handling procedure: RSVP: 9842 2577 or complaints will either work for us, or against [email protected] 1. Say ‘Thank you’ us. People are much more likely to believe 2. Explain why you appreciate the complaint a friendly recommendation than formal 16 Women’s Networking Breakfast 3. Apologise for the mistake advertising. If we handle complaints well it with Faileen James Hosts: Great Southern Women 4. Promise to do something about the can be a powerful source of positive word- of-mouth. On the other hand, the more Venue: Motel le Grande problem immediately RSVP: 9842 2577 or dissatisfied people become, the more likely 5. Ask for necessary information [email protected] they are to spread bad news. 6. Correct the mistake - promptly 7. Customer satisfaction So the next time a customer complains 22 Design! Deliver! Delight! 8. Prevent future mistakes about their steak being over-cooked, or their – Strategic Customer Service coffee was cold, or your repairman was late, Hosts: ACCI If the frequently cited statistic that 26 out of or the delivery didn’t arrive on time, or the Venue: Albany Golf Club 27 service customers do not complain when RSVP: 9842 2577 or attitude of your staff was unhelpful, or your things go wrong is correct, then to get an [email protected] doors were shut before your advertised accurate count of dissatisfied customers, closing time, or you don’t have creditcard of we should multiply the number of complaints 23 Networking Soiree EFTPOS facilities…stop, shut up, listen, and we receive by 27. Ten complaints equal a Hosts: Great Southern Women receive the complaint as a gift. potential 270 dissatisfied customers in the Venue: Liberte @ 5.30pm RSVP: Just turn up service industry”. Graham Harvey, CEO - ACCI Open Days Other Events July 20 Business after Hours for Small Business June Hosts: Albany World of Cars Free Sessions 10 Fire Warden Training Venue: Albany World of Cars Host: GS Institute of Technology 1-on-1 Consultations RSVP: 9842 2577 or Venue: Albany Campus [email protected] Bring your business card to go in the RSVP: 9892 7504 or draw for a marketing plan and advertising [email protected] package to the value of $1000 August 13-17 OH&S Safety Reps Course Tourism focused business: Host: GS Institute of Technology 10 9 + 1 P’s of Marketing Date: Wednesday 8th June 2011 Venue: Albany Campus Hosts: ACCI Time: 10am to 6pm RSVP: 9892 7504 or Venue: Albany Golf Club Venue: Albany Business Centre [email protected] RSVP: 9842 2577 or [email protected] Mt Barker businesses (any industry): 22-23 OH&S Safety Supervisors Course Date: Monday 13th June 2011 Host: GS Institute of Technology Time: 10am to 4pm Venue: Albany Campus September Venue: CRC or at your business RSVP: 9892 7504 or 27 Women’s Leadership Forum [email protected] Hosts: ACCI Denmark businesses (any industry): Venue: Albany Golf Club Date: Friday 17th June 2011 24 Professional Receptionist Training RSVP: 9842 2577 or Time: 10am to 4pm Course Host: WorkLink [email protected] Venue: DCC or at your business Venue: WorkLink 121 Aberdeen St RSVP: 9842 6789 or Retailers, home business wholesalers, [email protected] manufacturers: Date: Monday 20th June 2011 Directory Deadlines Time: 8am to 8pm July Thursday 30th June 2011 Venue: Albany Business Centre 5 Time Management Bookings and Payment due to receive Host: GS Institute of Technology 5% Earlybird Discount deadline Venue: Albany Campus Small Business Centre Friday 29th July, 2011 222 Chester Pass Road, Albany RSVP: 9892 7504 or 9841 8809 [email protected] Final Deadline for Bookings, Payment & Artwork