Author Archives: Angus Jones

About Angus Jones

Angus started his first small business in 1989 and has since gone on to have a successful career in marketing. He realised although there were many websites for small business none was addressing the question of how to. Angus has a passion to articulate benefits that add value to customers/readers.

EFTPOS accepting credit cards

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Depending on the type of business you are running or planning to start, it is important to make it as easy as possible to receive payment in a face to face scenario.  You have two main options today, which are cash or credit card.  In the future, we will see other money transfer options driven by smartphones, but today we will focus on credit cards. You will need an EFTPOS solution (Electronic Funds Transfer at Point Of Sale) to facilitate this. This guide looks at what is involved in offering EFTPOS in your business.

An EFTPOS terminal or machine is an electronic device that assists in transferring funds from a customer’s bank account to your business bank account. To pay at an EFTPOS terminal, your customers must have an EFTPOS card, Debit Card, or Credit Card. You can also load the identity of your credit card onto your mobile phone and use that as a tap solution with an EFTPOS terminal. The EFTPOS solution does need the internet to function. The transaction settlement into your account normally occurs the same day or overnight.

WHY is EFTPOS easier?

EFTPOS is a convenient form of paying for the consumer as they do not need to carry cash. Indeed modern solutions don’t even need a card to be carried with payment able to be done from a watch, phone, or even a ring.

The merchant (you) reduces your need to have cash, less change, fewer security concerns, fewer visits to the bank, less counting, etc.  Instead, money is quickly transferred, and the time taken to tap & go a card is significantly quicker than other methods allowing you to move on to your next customer faster.

One might also argue that using EFTPOS makes a customer less concerned about cost as a tap is more vanilla than counting out notes.

WHAT EFTPOS fees are there?

EFTPOS Solutions are available from different providers, including banks and independent software developers. Some providers offer a flat fee, with other fees applied to each payment option, so it is worth shopping around. Any of the following fees may apply:

  • Price per month. A set fee that will be charged per month up to a certain dollar value of card transactions, after which you will be charged a fee as a percentage of every purchase over that dollar value.
  • Credit card authorisation fees. These are fees charged when an inquiry is made to ensure funds are available on a card before a transaction is processed.
  • Credit card service merchant fee. This fee may be charged by the bank when you process a credit card and is generally expressed as a percentage. Some cards have higher fees than others, like American Express.  It is your decision about which cards you will accept. Some retailers choose to pass this fee onto their customers, but there is government restriction as to how much you can pass on. https://www.accc.gov.au/consumers/prices-surcharges-receipts/credit-debit-prepaid-card-surcharges.
  • Payment terminal and account fees. You may be charged fees for administering your account, installing your payment terminal, or establishing your account. Establishment fees, cancellation fees, and equipment fees may also apply.
  • Chargeback fees. If the cardholder disputes a credit card transaction, you will be charged a fee.
  • Terminal access fee. This is a rental fee for providing and maintaining your EFTPOS terminal.
  • Debit card fees. You may be charged fees for processing debit purchase transactions or for a customer getting cash out at an EFTPOS terminal.
  • Sign up offers. Rental fees or others may be waived for the first x months of operation.

HOW do I pick which EFTPOS terminal is right for me?

EFTPOS terminals can come with several different features to consider when deciding which provider to choose:

  • Portable payment terminals. Not all terminals need to be plugged into a power point, and a portable unit has a battery and uses the mobile phone data network to transact.
  • Connect to a smartphone. This is a device that will connect to your smartphone physically or wirelessly. It allows the credit card to be tapped or inserted to complete the transaction via an app on your smartphone.
  • Payment options. Refers to what payment methods can/will accept Visa, MasterCard, American Express, Union Pay, Diners Club, Apple pay, Google pay, JCB, or Alipay.
  • Insights and analysis. Results and analysis of sales can be done via the terminal.
  • Settlement time. This is how quickly you will see the money in your bank account.
  • Email receipts. The option to email customer receipts rather than giving printed receipts to customers.
  • Receipt printer.  The option to physically print a receipt. It is normally done on heat-sensitive receipt rolls.
  • Terminal location.  The ability to store the GPS location (address) of where the transaction took place.
  • Accounting package.  The ability of the EFTPOS solution to be integrated into your accounting package.  This simplifies backend accounting procedures.
  • Customer Service. This can be telephone support through to a replacement of a terminal.  Make sure you also check the operating hours.

HINT

Beyond the major banks, we also recommend you compare a company called Square which sells a solution you can pick up at Officeworks and have running in minutes via your mobile.

It is also possible to make EFTPOS payments via most accounting packages without needing additional hardware. Note this will require all card details to be entered manually.

SUMMARY – Show me the money!

EFTPOS does not require you to go to the bank or keep cash secure, and the money will be available the next day.  Tap and Go facilities and mobile solutions mean you can collect payment quickly anywhere you can get mobile or internet coverage.

EPOS EXPAND Vision 5

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EPOS has announced the latest additions to their Meeting Rooms Solutions portfolio that are designed to facilitate teamwork and seamless collaboration: EXPAND Vision 5 and EXPAND Control.

EPOS, the premium audio brand, has a new vision for the modern meeting room to maximise the collaborative potential of professionals navigating new work setups. An EPOS survey* shows that 95% of modern workers struggle with keeping focus and being efficient in hybrid meetings. That is why EPOS introduces meeting room solutions designed for your brain for optimal performance for both people in the meeting room and people calling in.

The EXPAND Vision 5 is a cutting-edge video bar where powerful speakers, wide-angle 4K camera, noise-cancelling microphones, and compute have been uniquely combined in an all-in-one video conferencing solution for small meeting rooms. Intelligent picture framing powered by EPOS AI™ dynamically adjusts to make sure everyone in the room can be seen clearly on the call, while its beamforming microphone array picks up voices crisply, minimising the interference of poor meeting room acoustics. With flexible mounting options, the device can be installed with minimal effort and subsequently managed and updated remotely using EPOS Manager. Certified for leading UC solutions including Microsoft Teams Rooms on Android™ (with EXPAND Control), RingCentral Rooms™ and Zoom Rooms, its one-touch join function means that you can enjoy stress-free meetings and focus your attention on the things that will drive your business forward.Crystal-Clear Audio

Having to repeat yourself in a meeting can have huge ramifications to the flow of collaboration, amounting to frustration and in some cases lost business. The EXPAND Vision 5’s powerful stereo speakers carry every word clearly, with a beamforming microphone array to pick up voices crisply and cancel out any room reverb.

Intuitive Setup

With multiple devices to connect to, manage and update, it’s no wonder that meetings run over. The EXPAND Vision 5 makes it easy for participants to join meetings with one touch via the remote control, touch screen or EXPAND Control, running a UC provider natively without the need for a computer. Alternatively, the EXPAND Vision 5 can connect via USB to any PC or Mac®. Integrated cable management ensures a tidy meeting room setup, while the option to install a Kensington lock provides peace of mind that the video bar will remain in its designated place.

Intelligent Picture Framing

Huddling around a small screen and speaker is a thing of the past. Intelligent picture framing—powered by EPOS AI™ and matched by a wide-angle 4K camera with Sony® sensor—automatically adjusts the digital zoom to capture all meeting participants.

Use with EXPAND Control – One Tablet, Two Functions

The EXPAND Vision 5 can be used in combination with the EXPAND Control tablet. Engineered for dual functionality, the tablet can be used as a meeting room controller to join meetings, adjust call settings, or share content, as well as a room scheduling panel, letting you book meeting rooms, check room availability, and view meeting details. Ergonomically designed for simplicity and functionality, the tablet features a large 10.1” anti-glare screen and an optimal viewing angle to provide the best and most intuitive user experience for everyone, whatever the meeting room size. With hassle-free installation, certification for leading UC solutions, and its ability to pair seamlessly with EPOS EXPAND Vision video conferencing solutions, EPOS provides a one-stop solution to elevate the way you conduct meetings.

“We believe workers should be equipped with meeting room solutions that help improve their performance and reduce cognitive overload, especially when spending hours in meetings day-in-day-out. Video conferencing should be a straightforward experience, free from the distractions and inconveniences caused by disjointed tech solutions. With the launch of the EXPAND Vision 5, we’re delivering on that vision, with a product that is designed for your brain while still being easy to use, reliable and built to last,” Theis Mørk, VP Product Management.

Click here to find further information about the EXPAND Vision 5 and EXPAND Control.

K-Startup grand challenge 2022 ANZ grants

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The K-Startup Grand Challenge (KSGC) is a startup accelerator program supported by the South Korean government. Returning for its 7th year, the program aims at bringing international startups, with a focus on SEA and ANZ startups. Applications opened on 15 April 2022 and will close on 31 May 2022 for startups keen on the opportunity to work and build a strong foundation in South Korea.

KSGC was launched by the National IT Industry Promotion Agency (NIPA) in 2016 and has been integral in connecting promising startups from around the world to South Korea. The government is committed to making the country a startup and innovation powerhouse and has invested an average of USD $2 billion yearly since 2013 towards that goal.

Through the COVID-19 pandemic, the KSGC program has proven to be one of the safest, and most sought-after accelerator programs internationally. Over 2,600 global startups applied from 118 countries for the KSGC 2020 batch. To date, the program has resulted in 109 startups from across 44 countries setting up their base of operations in Korea.

“During our time with the KSGC program, the KSGC team and mentors helped us secure pilot tests, and networking opportunities with leading players like Samsung and LG Chem, as well as the local battery industry players. The program was instrumental in our internationalisation efforts out of Singapore into South Korea.” Said Joshua Sunny Chuah, co-founder of Anzene, a Singapore smart battery startup company from the KSGC 2019 batch.

KSGC 2022 will offer 60 startups from around the world that are less than 7 years old a 3.5-month residency program from 1 August to 15 November. Applications open on 15 April and close on 31 May 2022. Each startup’s representative must be of foreign nationality, and express a clear interest to expand into the Korean and East Asian markets. There is a cash prize for the top 10 startups, with USD $120,000 for the winner.

The program will be conducted in Pangyo Techno Valley. Participants will have their living expenses covered, and be provided with free office and project spaces to work from. Startups will have access to mentors, consultants, and business development teams to help fulfil their potential and aid in their localisation efforts.

With more than 10 startup unicorns based in South Korea, focusing on startup diversity by bringing innovation and ideas from SEA could be the key to the future of the tech scene in Korea. Mr Shin Sung Woo, director of KICC Singapore says, “We have seen many strong and varied applicants from South East Asia for the program, and they have done well across the years. We are excited to see how the South East Asian applicants will surprise us for KSGC 2022.”

To signup for KSGC 2022, please visit: https://tinyurl.com/KSGCpress, for more information about KSGC, please visit: https://www.k-startupgc.org/

Unite Calling – simple cloud calling for SMBs

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Australia’s leading wholesale telecommunications provider, Telcoinabox, part of Symbio Holdings, has announced the launch of Unite Calling, a Microsoft Teams direct routing solution designed to simplify cloud calling for Australian small-medium sized businesses. This latest innovation makes it quicker and easier for service providers of all sizes to easily scale a cost-effective direct routing offering for Teams calling and deliver a high-quality experience to end-users.

Unite Calling is a native Teams application combining advanced automation and modern authentication standards via a direct carrier interconnect, making it the most innovative Teams calling solution available. Unite Calling is hosted domestically within Microsoft Azure with enterprise-grade security and leverages Symbio’s geo-redundant high availability carrier network. 

Prompted by the shift to hybrid and remote working, Gartner predicts 75% of enterprise users globally will not use a desk phone by 2024, up from 30% in 2020[1]. As the unified communications market continues to grow with spending forecast to reach US$53 billion by 2025[2], Symbio is providing a seamless calling experience necessary to support a cloud-based future.

CEO of Symbio’s Telco as a Service (TaaS) business division, Jon Cleaver said, “With more than 270 million monthly users worldwide, Microsoft Teams is the world’s leading business collaboration tool, has experienced exponential growth throughout the pandemic that shows no signs of slowing down.

“For small service providers, launching direct routing for Microsoft Teams is both time-consuming and expensive, and requires significant technical capabilities to correctly deploy and manage.

“We’re proud to be the first company in the southern hemisphere to help small-medium sized businesses who have struggled through the pandemic, be able to digitalise by simplifying processes and improving their access to cloud calling. By removing barriers to deployment, we’re also helping our customers to generate new revenue streams from Teams calling and enable their end-users to capitalise on the booming enterprise communications market.”

Accelerated deployment without complex admin

Telcoinabox’s new self-serve Unite Calling solution eliminates high deployment costs, lengthy installation timelines and the need for specialist technical skills. Requiring no infrastructure setup or manual configuration, Unite Calling can now be deployed autonomously by service providers removing hours of complex professional installation.

Leveraging advanced automation technology, Telcoinabox’s solution also provides an intuitive and seamless user experience for service providers to manage all their customers in one place, entirely within Microsoft Teams. This removes the need for providers to switch between multiple systems, streamlining service delivery and lowering the potential for human error. The platform also provides real-time control without the need for PowerShell and, by extension, specialised knowledge and training.

“Our goal always is to help our customers compete and win. Our technology will empower small providers to launch their own Teams calling offering to give their customers a quality calling experience without the high costs. We are proud to offer the industry standard indirect routing and deliver greater return on investment for our customers and their end-users,” said Cleaver.

Unite Calling will be available to resellers and managed service providers in the Microsoft Market Place in Australia from May with further plans to launch in Asia-Pacific as part of Symbio’s broader regional business expansion strategy.

[1] https://www.uctoday.com/unified-communications/big-uc-news-from-cisco-ringcentral-and-gartner/

[2] https://www.gartner.com/en/documents/4000616

Beef production recovery underway

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Australian beef production recovery underway, but unlikely to reach full potential – Rabobank seasonal outlook

Australia’s cattle availability will increase in the year ahead – as the national herd continues to rebuild – but supply chain limitations will impede sector growth, Rabobank says in its newly-released Australian Beef Seasonal Outlook for 2022.

In the report, titled ‘Recovery well underway but the process will be slow’, the agribusiness banking specialist says as cattle numbers start to lift, they will create additional pressures in the already-constrained supply chain and have implications for sales and prices.

“Increased cattle numbers will see some of the urgency leave the cattle-buying market, so prices will drift down. But domestic consumption and export markets are favourable, and we don’t believe there will be any rapid price drops,” the report says.

“As cattle numbers increase, buyers will become more discerning. If people are going to continue to pay high prices, they will choose the better quality cattle.”

Report author, Rabobank senior animal proteins analyst Angus Gidley-Baird said it was  expected heavier discounting would be seen of “poorer cattle and those that don’t meet specifications”.

“Additional cattle will also load up the supply chain. And existing constraints like freight costs, container access, port congestion and labour availability at processing plants will come under further pressure,” he said.

“These constraints will limit the ability to expand capacity to meet the increase in cattle numbers and may lead to some delays in processing cattle and to additional downward pressure on prices.”

Domestic cattle outlook

Mr Gidley-Baird said domestic beef production is set to rise in the year ahead – but less than its potential.

“As a result of herd rebuilding over the past two years, the availability of slaughter-weight cattle will increase in 2022. Based on Rabobank modelling, cattle slaughter numbers could rise seven percent, to 6.4 million head, with a corresponding nine per cent rise in production to just over two million tonnes in 2022, he said.

“We have already seen evidence of this increased cattle supply, with Q3 and Q4 2021 male slaughter numbers up seven per cent and one per cent respectively year on year – some of the largest increases in five years.”

Rabobank estimates cattle slaughter weights will lift two per cent, to an average 318 kilograms.

But severe constraints in meat-processing labour – due to COVID disruptions and lack of skilled workers – plus ongoing freight challenges will limit the production increase, the report says.

The lift in Australian cattle production will lead to increased beef exports in the year ahead, the report says, while domestic beef consumption is expected to decline.

“The production increase will mainly benefit export markets,” Mr Gidley-Baird said “We expect domestic per capita beef consumption to drop by two per cent in 2022, to an estimated average 21.6 kilograms per person. This drop is smaller than in previous years where consumers were confronted with higher retail prices.”

Given the slow population growth rate, total domestic beef consumption is expected to drop one per cent in the year ahead, the Rabobank report said.

Feedlots

Numbers of cattle on feed will rise in the coming season, the report says, but warns there will be more selective buying from feedlots.

“We expect grain-fed beef production to increase at a slower rate in 2022,” Mr Gidley-Baird said.

“After declining through 2020, cattle on feed numbers grew throughout 2021 – Q4 2021 numbers were up 11 per cent year on year at 1.16 million head.”

However, the report notes, feeder cattle prices are likely to track downwards. And with expensive feeder cattle currently in the system, feedlot margins are expected to be under pressure for some time yet.

Global trade

Global beef markets are bright, Mr Gidley Baird said, but there are shadows looming as strong consumer demand may be challenged by cost increases.

“Phenomenal consumer demand across many markets and an inability for supply to keep up spurred retail beef prices to rise to record levels in 2021,” he said.

The report says US retail beef prices in 2021 were 26 per cent higher than the five-year average. Similarly, Chinese retail beef prices were 25 per cent higher. While there are some signs of consumer resistance to these higher prices, overall, Rabobank believes they are being accommodated, and demand remains strong.

However, Mr Gidley-Baird said challenges in the form of inflationary pressures leading to increased cost of living for consumers and slowing economies may yet result in a weakening of demand.

Domestic price outlook

The report says following an “extraordinary 2021” – when limited supplies and strong producer demand drove cattle prices “even higher” – prices, particularly for young cattle, will “drift down” through 2022.

“While the strong fundamentals of high global prices, strong consumer demand, and limited global supplies still support cattle prices, we feel the urgency that drove local producers’ restocking efforts will subside, and as a result, the heat will be taken out of the market,” Mr Gidley-Baird said.

“We believe that by the end of the year young weaner cattle prices could be about 25 per cent lower than where they started the year,” he said.

“But even with a drop of that size we will still be at historically high cattle prices and in reality our forecast is only taking us back to the price levels we saw at the beginning of 2021.”

Regional outlook

Bank analysis of regional conditions around Australia – undertaken for the report – showed southern Australia leads the way on herd recovery, but most production areas are close to normal.

In terms of total cattle numbers, most eastern states and the Northern Territory still indicate they are up to 25 per cent below their normal capacity, the exception being parts of Victoria where they are at normal or above-normal capacity.

Mr Gidley-Baird said a large portion of the expected herd growth in 2022 is expected to be driven from producers retaining stock.

“The preference for purchasing, or indeed trading, breeding cattle appears lower than that of breeding and growing cattle on property,” he said.

“After another year of rebuilding the herd, and given where cattle prices currently are, it is more believable that producers will adopt a ‘grow your own’ strategy now.

“The ongoing limited cattle numbers will still mean there is producer interest in going to the market, but we suspect buyers will be much more discerning and looking to purchase quality cattle or cattle that will fit into their traditional production system.”

Brother’s A3 INKvestment Business Range

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Building on the success of its popular INKvestment line, Brother International Australia has announced the launch of its INKvestment Business Range, with five new A3 inkjet printers.
 
As Australian businesses work to bounce back from the pandemic1and with 39% expecting the price of goods and services to increase in the coming months2, prioritising value for money has never been more important, especially as we look to the new financial year.
 
Providing exceptional value, the MFC-J6555DW XL and MFC-J5855DW XL come with up to two years of Brother’s own premium pigment-based INKvestment inks in-box, dramatically reducing printing costs with up to 6,000 pages of black ink and 5,000 pages of colour ink. The MFC-J6957DW, MFC-J6955DW and MFC-J5955DW also meet the needs of businesses with up to one year of ink in-box. A two-year return-to-base warranty and free Australian-based customer support for the lifetime of the product also provide additional value.
 
As hybrid working practices continue globally, the INKvestment Business Range meets the needs of remote workers, allowing users to print and scan from any location with the Brother Mobile Connect app. Additional features, including scan to email, cloud storage and Optical Character Recognition (OCR), provide you with the flexibility required to keep working confidently.
 
For when you need to meet those important deadlines, the INKvestment Business Range delivers with the fastest-in-class first page out time of 4.4 seconds5, print speeds of up to 30 pages per minute6 (ppm) and single-pass, 2-sided (duplex) scanning on selected models. Paired with up to three paper trays supporting A3C, the new range provides a fast, smooth, and sophisticated user experience that all businesses need.
 
Stefanie Matthews, Marketing Manager (Printing, Labelling & Mobile Solutions) at Brother International Australia said that the INKvestment Business Range has been designed with Australian businesses in mind.
 
“The modern business environment has changed drastically in the past two years. Roughly 40% of businesses remain in a cost-cutting mode7 because of the pandemic, while employees continue to demand workplace flexibility.
 
“These new models are the powerhouse INKvestment technology that Australian businesses need, providing outstanding value for money and the tools necessary to keep working effectively and efficiently, at home or in the office.”



Key features of the Brother INKvestment Business Range include:

Exceptional Value: Experience professional prints and exceptional value with up to 6,000 pages in black and up to 5,000 pages3 in colour provided in-box

Made for business: New ‘MaxiDrive’ Inkjet technology provides a premium long-life print head, fastest-in-class first page out time of 4.4 seconds and print speeds of up to 30 ppm

Print with confidence: Help take the guesswork out of when to replace ink with Page Gauge technology – see the amount of ink you’ve used and the amount of ink you have remaining

Designed for mobile: Experience the cleverly designed Brother Mobile Connect app, designed to connect to your Brother device to print, scan and manage documents on your smartphone

One-touch cloud connect: Print-from and scan-to popular cloud apps from the home or office, including Dropbox, Google Drive™, OneDrive and more

Simple to connect your way: Versatile connectivity options with dual-band (2.4GHz/5Ghz) Wireless Network support, Ethernet, WiFi Direct or USB

Brother at your side support: Free Australian-based support for the lifetime of your Brother device

Product pricing and availability

MFC-J6957DW RRP $879 October 2022

MFC-J6955DW RRP $679 May 2022

MFC-J6555DW XL RRP $899 May 2022

MFC-J5955DW RRP $599 May 2022



Warranty: Two-year return to base warranty
Website: www.brother.com.au

Also read Small Business Answers guide to buying a printer

Wellbeing deficit 1/3 considering quiting

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Research by leading workplace wellbeing expert, Groov, highlights that employers are falling short with wellbeing support, driving team burn out and fuelling the great resignation

Over a third (37%) of workers think about leaving their workplace at least once a week. With talent retention top of mind for business leaders amid an ongoing critical skills shortage in Australia, research from workplace wellbeing platform Groov (formerly Mentemia), has revealed a worrying trend among workers with one in five (20%) stating that they do not feel that their employer supports their overall wellbeing. 

The research conducted in early March, surveyed over 1,240 Australians and New Zealanders, to reveal a startling link between wellbeing support at work and employee retention. Of those feeling unsupported, almost three in five (55%) had considered leaving the company at least several times a week. 

An astonishing 36% noted that they had thought about quitting most days. This is in clear contrast to the loyalty of respondents who do feel supported at work, with this figure dropping to just 6%. This points to a concerning gap in business focus, that is driving employees to reconsider how valued they are in their current employment. 

Adam Clark, Co-Founder and CEO of Groov says the pandemic of the last two plus years coupled with the ongoing growth in millennials and younger people in workplaces has seen a re-prioritisation for employees. 

“Money is an important factor, but what we now know is that people want to feel valued, cared for and treated with dignity. If workforces don’t provide this then they are losing people, and it is the top performers and high potentials that leave first.” . 

“The link is clear, if you take the time to properly bake wellbeing into the workplace, the current issues around talent retention, recruitment, stress and burnout will hugely decrease or disappear,” states Sir John Kirwan, co-founder of the Groov workplace wellbeing platform. 

“Because you’re taking the time to show your people you care about them and value them, it makes all the difference in this current climate.”

Kirwan says companies partnering with Groov like CISCO, NSW Department of Planning and Environment, Royal Australasian College of Surgeons and Fletcher Building Australia are clearly prioritising a wellbeing culture to support employee’s mental wellbeing. 

“Businesses wanted to step up to show their employees they are serious about prioritising health and wellbeing – the challenge was to do it well and create sustained, positive change.”

Kirwan and behavioural change expert, Dr Fiona Crichton, who leads the Groov clinical team, visited numerous companies to talk to thousands of workers and leaders about what they needed, and the challenges facing them.

“Businesses told us they wanted to support their employees but at the same time, what was clear is that burnout is a real concern and retaining staff is increasingly challenging – that’s where prioritising mental wellbeing is key,” said Dr Crichton.

“We developed Groov in response to their needs. It’s a platform that makes mental wellbeing easy to consume and deliver across an organisation. The focus is on feeling good and functioning well to help the organisation, leaders and workers move into the ways of wellbeing, and then understand how to keep wellbeing going. 

Dr Crichton says the challenge for most employers is putting a company-wide mental wellbeing programme in place that meets all employee’s needs while ensuring it is sustainable for the long term.  

“It’s difficult for a leader to know what to do because everyone experiences mental wellbeing differently and everyone requires different support to improve their mental health.”

Using a step-by-step guide called the Embed Playbook, the Groov platform is implemented across three levels within an employer – at an organisational, leadership and individual level to “Embed” wellbeing into the culture of the organisation.

The unique Groov approach enables companies of all sizes to tailor a mental wellbeing programme that meets both their organisations and employees’ needs.

Rita Slogrove, Learning & Organisational Development Manager at Fletcher Building Australia commented on the success the business has already had with Groov, noting, “We’re at year three of a culture change journey. Given the industry we are in, typically a big proportion of our people don’t like to talk about their feelings or mental health, and we really wanted to change that. 2020 obviously catapulted us into doing something urgently. 

“We’ve noticed a huge increase in conversation, people are talking and feeling brave enough to support each other to do so. Through Groov we have provided them with tools around how to have a difficult conversation with someone, how to ask if they are ok and how to support someone to get help. I am excited about where we’ve got to as an organisation already with this and eager to see it develop further.”

Dave Wilson, Managing Director – IoT Global Sales for CISCO, backs this thinking and following a hugely successful rollout of Groov across Australia and New Zealand, is extending Groov to more than a quarter of the company’s 20,000 global sales team – a profession well known for high levels of stress. 

He comments “Our team’s performance is out of this world – we’ve had 18 consecutive quarters of growth – and we have one of the lowest attrition rates in the company and in the wider sales and IT industries, sitting at around two percent. That is not by chance. It’s very clear that our results are directly linked to our commitment to developing our people, looking after our people and creating an environment where they feel valued. Business used to talk about well-being impacting performance and were always pretty sure that results would follow, well we’re on the other side of that journey and I can say that results did follow.

“Groov enables us to look after and support people’s wellbeing and create an environment for them to be brave and be themselves – that’s when you get true innovation.”

The workplaces rolling out the Embed program by Groov are showing significant improvements, with employee data for “my workplace cares about my wellbeing” improving, along with up to 20% increases in individual wellbeing under the six pillars which underpin the approach by Groov.

Specifically after engaging with Groov in the workplace, there was also a large increase in employees who said they congratulated themselves when they did something well, found it easier to focus on the present moment and learned new things often or everyday. 

Adam Clark added. “What have we found is the biggest predictor of improvement? Leaders leading by example, being vulnerable, creating a place where their people can be themselves  and be at their best.”

“It is really exciting for us to see leading executives recognising wellbeing as something that is not only important, but is being approached with urgency. A culture that provides for great wellbeing is the successful organisational culture of the future. The best people, finding their Groov”

Wellbeing drives business success 

Dr Crichton says the benefit of a deeply embedded mental wellbeing framework in a company has many business benefits including retaining and motivating your best staff, attracting top talent, increasing profitability and productivity, and inspiring creativity and innovation. And who doesn’t think a more well person provides better outcomes for customers?

“People are speaking up more than ever before about the importance of mental wellbeing in the workplace. There is a generation who want balance in their life and wellbeing to be a priority for their employers, or quite literally, they’ll be out the door to somewhere that does.”

Avoid eCommerce delivery roadblocks

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Unbeknownst to many shoppers, the online shopping journey – from the transaction to dispatch to safe delivery – involves hundreds of skilled people working within complex systems and stringent processes. Now, shoppers have revealed how much – or how little – they know about what goes into the journey including delivery roadblocks in a new survey by CouriersPlease (CP). 

Having won the Canstar Blue 2021 Most Satisfied Customers ranking for Small Business Courier Services – including five stars for the ‘Problem Resolution’ category, CP commissioned a survey of an independent panel of 1010 online shoppers who had made at least three purchases in the last three months. The aim was the gauge how challenging Aussies perceive the online shopping journey to be, and whether their perceptions are correct. The full survey results, across age groups and State breakdowns, can be found here: couriersplease.com.au/Toughest-Role-Online-Shopping-White-Paper

Respondents were presented with seven roles in the online shopping journey – the warehouse packer, goods dispatcher, the courier’s freight handler, the retailer’s customer service, the line-haul driver who transports parcels between depots, the fleet delivery driver who delivers parcels to shoppers, and the courier’s customer service representative. 

The results show that 41 per cent of Aussie shoppers believe customer service people have the toughest role. Specifically, 27 per cent said it was the courier’s customer service people who have the most difficult job, with the remaining 14 per cent choosing the retailer’s customer service people.   

Richard Thame, CEO at CP, says, “The results reflect the reality that shoppers really only have direct contact with customer service people on both the retailer and courier side. These jobs bring with them immense pressure to deliver a high level of customer satisfaction with empathy, patience and care while working to retain customer loyalty. A shopper’s customer service experience can be a make or break for retailers and couriers. It makes sense that shoppers also believe a courier’s customer service people have a tougher job than a retailer’s customer service people – as the ‘last mile’ is a longer and more complex journey.” 

The second toughest job, as voted by shoppers, is the retailer warehouse packer – chosen by 21 per cent of respondents, while just 12 per cent of respondents believed delivery drivers have the most difficult role. 

Respondents were also asked to choose which of the seven jobs they believe is under the most pressure to deliver customer satisfaction. Again, customer service people came out on top – chosen by 42 per cent of shoppers. Shoppers also believed that warehouse packers (chosen by 19 per cent), delivery drivers (17 per cent) and dispatchers (12 per cent) are high-pressure roles.  

Richard says: “It is important not to discount the importance of each role in the online shopping journey. There are several people involved in the process to pack and deliver parcels to households safely and quickly, and often must work together to ensure a seamless process.”  

Shopping parcels undergo a complex journey to arrive at a shopper’s doorstep. Retailers run major warehouse operations where staff record stock levels, carefully pack parcels and time their dispatch with the courier’s scheduled pick-ups. The parcel travels across multiple points in its journey to the shopper – including through multiple depots depending on their destination. At each depot, freight handlers must receive, record, sort and dispatch thousands of incoming and outgoing boxes and parcels a day. At the retailer’s warehouse, packers prepare goods for dispatch, before a dispatcher works to ensure the parcel leaves the warehouse quickly. It is a well-oiled system that enables delivery drivers to collect parcels from depots and deliver to either collection points or the shopper’s address.  

Richard says: “While every role in the journey experiences varying degrees of pressure, at CP we never take for granted a delivery driver’s demanding role. Drivers face multiple challenges they must navigate each day, from traffic congestion to dogs on properties and inclement weather – all while ensuring they deliver their daily parcel quota in a fixed timeframe, especially in the peak Christmas season when parcel volumes tend to double. 

“Ultimately, couriers and retailers work together very well to ensure consumers have the best online shopping experience possible. Couriers are, by and large, an extension of the retailers they partner with. Often the courier is the shopper’s only touchpoint with their retailer. It is important for retailers to consider possible improvements they can make to the online shopping journey, from a seamless check-out process to the most efficient deliveries.”  

5 ways retailers can avoid delivery roadblocks and keep customers happy. 

  1. Be transparent with customers about delivery timelines and any delays. Keeping customers updated on the status of their orders will minimise calls to customer service. In the current climate, supply chain issues and delivery delays are continuing. Retailers would be wise to keep customers up to date on general stock levels, packing, shipping and delivery issues on their website, emails and socials. This will reduce pressure on customer service staff and allow customers to make an informed decision when placing an order. Shipping delays related to specific orders are usually managed by the parcel delivery company through email and/or text notifications direct to the customers.  
  2. Train customer service staff to manage challenging issues. For e-tailers, the customer service team is usually the only touchpoint between them and a shopper. Customer service AI technology, such as chatbots, can solve simple customer issues. For more complex issues, a professional and efficient customer service team can turn a customer’s problem into a positive experience. Customer service staff should be trained to solve customer problems throughout the whole online shopping journey, and should also know about any external factors impacting deliveries such as bad weather. Understanding when and how to contact the retailer’s courier partner to resolve problems is also critical.  
  3. Provide alternative delivery options that could speed up the delivery process. Offering multiple delivery options, such as express delivery, parcel lockers and pick-up-drop-off parcel collection points gives customers a level of control and decision making in the way they receive their goods, and how fast.  
  4. Use a parcel delivery network with multiple fulfilment centres. Parcel partners with multiple depots in each State can speed up the customer delivery process. Multiple fulfilment centres allow parcels to be sorted faster in preparation for delivery, as it brings deliveries closer to customers. 
  5. Choose a parcel delivery partner with a proven track record. A parcel delivery company with a fast delivery track record and strong customer service, including customer notifications and tracking updates, will ensure customers receive the best service in the ‘last mile’ of the shopping journey. Investment in innovation and technology are good signs that the carrier is serious about offering the best service and fast deliveries.  

Full survey results, including across age groups and State breakdowns, can be found here: couriersplease.com.au/Toughest-Role-Online-Shopping-White-Paper

Guide to reduce plastics at work

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How to Reduce and Recycle Plastics at Work is an online tool designed to help Australian businesses cut down on over one million tonnes of plastic waste they currently send to landfills each year.
The guide comes at a time when state governments across Australia are rolling out single-use plastic bags to address plastic pollution in the environment and the number of plastics being sent to landfills. How to Reduce and Recycle Plastics at Work provides information on these plastic bans and how they impact businesses as well as practical information and tips to reduce plastic waste.
“There is a great deal of concern about plastic pollution among Australians, both in terms of the impact on our beautiful natural environment and in terms of overall waste creation,” said Planet Ark co-CEO Rebecca Gilling.
“We created this guide to make it easy for businesses around the country to take responsibility and reduce, reuse and recycle plastics in their workplace.”
According to the most recent National Waste Report released in 2020, there are now more than 50 million tonnes of plastic in Australian landfills, with around 1.2 million tonnes of plastic of the 2.1 million tonnes added per year created by businesses. Perhaps even more concerning from an environmental perspective, seven of the top ten litter items collected from the nation’s largest waterways are plastic.
How to Reduce and Recycle Plastics at Work provides simple solutions to the top ten plastic products used at work making it easier for businesses to reduce their plastic impact and potentially reduce waste management costs. The guide also provides case studies of Australian businesses that have championed plastic waste reduction, how to use the waste hierarchy at work and information on plastic recycling and plastic identification codes.
The guide is a new resource from Planet Ark’s Business Recycling website, which enables Australian businesses to address their waste, increase efficiency and improve their reputation while reducing unnecessary costs. In a recent survey that ran over 50 days, approximately 400 Business Recycling users reported finding recycling solutions for over 4,000 kg of materials.
The information provided on Business Recycling and Recycling Near You is representative of available recycling services in Australia. The Business Recycling program is made possible through the support of Foundation Partner, the NSW Government. To find out more, visit BusinessRecycling.com.au.

Grants to Flood Impacted Small Businesses

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Small businesses across flood-impacted regions are set to gain access to critical marketing and design support via small business champion, Vista. The design, digital and print partner to small businesses across Australia is launching an initiative to empower 25 small businesses with $25,000 in dedicated grants, aimed at supporting their road to recovery and ability to get back to business post-floods.
The impact of the devastating flood events is set to compound an already challenging period, with the 2021 Vistaprint Small Business Recovery Report highlighting that a third (32%) of Aussie SMBs felt marketing (32%) and financial support (33%) were their biggest challenges and one in 10 (10%) calling out design as their key pain point.
Open to any small business impacted by the recent flooding events, the local initiative will see 25x $1000 Vista vouchers granted for use across all products and services encompassing Vista including VistaPrint, VistaCreate, 99designs by Vista and Vista x Wix.

CEO of Vista Australia, Marcus Marchant said “Figures show around 3,000 businesses were impacted across Lismore during the recent flood events, and further north in Tweed Shire, the business community estimates more than $57 million in damages and lost trade. That is just the tip of the iceberg.

“It’s obviously pleasing to see Government action through the recent launch of Business Support Packages and recovery grants but there is always more that can be done. We know the shift from survival to truly getting back to business will take time and represents a seemingly ferocious challenge for many. We want to lend a hand where we know we can best support – and that’s through great marketing and design products that will help these SMBs showcase themselves to their communities and to the world when they are ready.”


According to recent reports, many northern NSW based business owners are still feeling overwhelmed and calling for increased support. The NSW state and federal governments are offering a grant of $50,000 to help cover the cost of clean-up operations or repairs, or $10,000 to pay wages and other bills, although business owners cannot claim both1. To date, less than 5% of the grant applications have been approved by the NSW government.


Small business nominations will be open from 26 April and close at midnight (AEST) on 26 May 2022. Those wanting to get involved can nominate themselves or be nominated by someone else via VistaPrint.