Chamber Pulse November 2015

PULSE

CHAMBER

NOVEMBER 2015

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Comment from the CEO

quality

innovation

service

Customer needs drive innovation

3 4 &5 6 7 8

PWC Napier host business forum

ProďŹ le on BDO

Upcoming events

New member proďŹ les

Snapped event photos

MESSAGE FROM THE CEO S ometimes the word innovation stimulates a sense of creating something from nothing. The space where some people freeze and tell themselves they are not creative.

That scary space when you don’t know what to write or say. The solution is easy, focus on a common everyday challenge. The more we work with confident businesses prepared to answer customer challenges the greater levels of success we see.

Answering a common problem is the key to sustainable and successful innovation. Young Enterprise is a great example of success that answers a user’s problem or frustration. Several products have been successful in the Young Enterprise work. A small turned piece of wood comfortable to hold in your hand, yet able to support many plastic supermarket bags, made carrying full grocery bags a pleasure as opposed to the other option that nearly amputates your fingers. Another successful product was a fashionable watch type apparatus that told you when your sunscreen needed replenishing.

These were common problems, with wonderful easy solutions developed by senior secondary school students.

Jason Roebuck the Managing Director of STOCKX a digital system designed to help farmers sell their store stock and their breeding stock online. At a recent Business forum hosted by PWC Jason profiled this new business.

Driven by a range of challenges with the current system STOCKX offers a secure and transparent system using images and videos along with a comprehensive resume of weight, condition etc. This enables farmers to manage the sale and purchase of stock when they have time from their own property

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rather than needing to be at a certain place at a certain time. Farmers can choose who they finally sell the stock to especially enabling across the fence deals to be honoured through a bonefide system Funds are then paid by the buyer and held in a trust account until the buy confirms the stock received match the resume for the listing.

Once happy the funds are released to the seller.

Stock sales are therefore no longer restricted to a particular sale yards and may stimulate National and possibly International breeding for best of bred or breeding for premium market needs.

Having worked with the Dairy industry through the Waikato Chamber of Commerce I got to learn that the exceptions of today could be tomorrow’s prime breeding stock.

Cows that produced more milk than others that had more protein became the desired breeding stock to maximise the market. When the worlds is looking for premium protein product those freak producers became the solution to a common problem.

Understanding your market, taking the time to talk to consumers to find out what they want is key to developing products and services that become sustainable businesses.

Common problems with easy solutions.

Gareth Parry from the PWC Digital team presented case studies from companies like Air New Zealand. They worked with travelling clients to understand what their challenges were especially on long haul flights. They made some prototype skycouches that were tested in a simulated long haul flight. The customer feedback was used to modify the skycouches for the next test flight until they came

up with a model that suited the traveller’s needs.

Simple really the test travellers designed the final version of the skycouches that have been a significant market leader for Air New Zealand – a legacy left by project sponsor Rob Fyfe.

Answering the customer needs, satisfying a service or customer challenge will provide the basis for sustainable business.

Wayne Walford CEO Hawke’s Bay Chamber of Commerce

PWC NAPIER HOST BUSINESS FORUM P WC Napier hosted a Business Forum including a presentation

by Gareth Parry.

Gareth is a PWC digital director specialising in human-centred research and design.

Rid your business of the “experience debt”, writes Gareth Parry.

Take yourself back to the last time you had a really infuriating experience.

Perhaps it involved travel. Or a faulty product. Or an online form, new gadget or you were simply trying to pay for a product or service.

Think about how that experience made you feel. Were you more or less likely to buy again? What did you tell your friends, family and social networks?

I’m sorry to say that you’re not alone.

Most European shoppers — 64 per cent in fact — have bought from a competitor immediately after having a bad service experience. I don’t know about you, but I find that statistic appalling.

AI

Why are so many organisations continuing to serve up cheap, shoddy, half-baked experiences for us, their formerly loving, now rather frustrated customers?

Because advertising, technology and a relentless drive for efficiency have created what we call an ‘experience debt’.

Don’t get me wrong — advertising, technology and efficiency are all excellent disciplines. Efficiency allows us to get more from our resources. Technology makes more possible, and makes it possible faster. Advertising informs us about how products and services will make our lives better. Experience debt builds up when advertising, technology, and a relentless drive for efficiency are prioritised above the customer experience people have when we interact with organisations and their offerings.

Over the last hundred or so years, companies have used

Small to Medium Business

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advertising to inflate the value of their products and services, bought and implemented technology without understanding the impact of that technology on users and have made decisions about organisational efficiency without considering the impact of those choices on their customers.

We think it’s time to pay that experience debt off.

So do organisations like Uber, AirBnB, and Apple; who have single-handedly reinvented whole industries. Sure, their businesses use advertising, technology, and value efficiency — but they

Ph: (06) 876 5111 www.besttravel.co.nz, www.bestcruise.co.nz

prioritise, creating truly great offerings for their customers.

Good products, services, systems, spaces and channels are useful to users, easy to use and leave people feeling at least satisfied — ideally a little bit delighted.

Good experiences make you more likely to use something and keep using it and to tell your friends all about it.

Good experiences drive adoption, loyalty, and advocacy; these are rather important for revenue and market share and make great commercial sense.

Organisations that create good experiences for their customers, win.

Going further, staying in touch

GETTING THE BEST OUT OF YOUNG WORKERS

H

aving just come to grips with Gen Y, employers are now faced with Gen Z. Management strategies that have worked well for Gen Y employees will not necessarily have the same success for Gen Z and employers need to be aware of the differences in order to get the best from their employees.

Gen Y has generally thrived and been motivated where they perceive their role has meaning and adds value, both organisationally and socially. Gen Y employees enjoy autonomy, flexible working arrangements and the ability to engage with senior management and contribute to decision making, and are relatively comfortable with ambiguity.

Gen Z by contrast values order, structure and predictability in the workplace. Gen Z have grown up in the internet/smart phone era; they expect instant access to information, and are savvy online communicators (though interpersonal skills may be weaker than previous generations). Gen Z is motivated by the ‘Dream Job’ and want clear progression pathways and opportunities to achieve this. Gen Z is used to being acknowledged and rewarded for even relatively minor accomplishments, and will expect regular recognition and reward from their employer.

An employer that can provide a workplace that caters to these different motivators will enjoy the benefit of highly engaged, productive and ambitious young employees. Getting it right can be a challenge for any employer.

To discuss how to get the best out of your young workers contact the team at Grow HR on 06 878 5454.

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BDO-BACKING LOCAL BUSINESSES

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anaging Partner of BDO Central David Pearson is delighted to announce the appointment of Matt Coulter as BDO Central Audit Partner.

Matt takes over the role previously held

by Glenn Fan-Robertson who has moved to lead the Agribusiness Team as Partner.

Originally an intermediate accountant for BDO in 2008 Matt’s career plan included broadening his skills base overseas. He was employed by a Big 4 Firm in the United Kingdom which quickly enhanced his knowledge and skills, particularly in managing large audit clients. In addition he forged

international connections that are invaluable in his work today.

Since his return to New Zealand and BDO Central in 2013 Matt has progressed from senior accountant, to associate and was announced Partner on September 1st. Matt has found that clients prefer consistency of contact and stability in a business relationship and this is something that he is particularly keen to maintain and enhance. As an auditor Matt is far more involved with businesses and clients at a senior level which lends itself to enhanced relationships. As Matt points out auditing is much more than

numbers as the majority of the work is about relationships.

“Auditing is full of variety, every client and every job, brings something different and there’s no such thing as a dull moment,” says Matt.

“Auditing offers a new perspective on businesses and I enjoy dealing with clients who are well known and respected in Hawke’s Bay.” Matt provides assurance services for a range of clients including notfor-profit groups, charities and profit oriented entities. His charity and not-for-profit orientated client base includes sporting groups, the Art Deco Trust, and Presbyterian Support. It’s a service Matt and his colleagues are happy to be involved with.

Within New Zealand BDO is a network of 11 independently owned accounting practices with 15 offices from Kerikeri to Invercargill-the largest

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reach of any firm in New Zealand.

They also have broad international connections which are extremely worthwhile. BDO Central is a locally owned and operated firm able to take full advantage of this extensive network to ensure that their clients receive an international standard of service, while maintaining a hands on, local approach when it comes to interacting with their clients.

Notwithstanding the extent of BDO, its key point of difference is the importance it places on creating relationships within the local community and with that comes an appreciation of maintaining relevance to business. BDO’s function is to understand a client’s business, add value and deliver a service that’s beyond expectation. BDO Central is still re-invigorating and backing business, especially SME’s, in the Bay.

FIXES PROPOSED FOR GST RULES

A

n IRD issues paper has recently been released proposing improvements to the way certain GST rules operate in practice.

One welcome clarification is in relation to the ability of taxpayers to obtain a refund for overpaid GST where that arises as a result of a clear mistake or oversight. Generally, a refund for overpayment needs to be made within eight years of the end of the GST period during which the relevant return was filed. However, it was previously unclear whether that eight year period was available for overpayments generally or for only more limited circumstances.

Another of the measures relates to the ability to file GST returns on a 6-monthly basis.

Under current law, this can be done where taxable supplies made over a 12 month period exceed $500,000 only where the taxpayer applies to Inland Revenue. Instead it is proposed that taxpayers would be entitled to file on a 6-monthly basis in those circumstances without the need to apply, provided they meet certain criteria such as where the $500,000 threshold is breached due to “one off” circumstances.

Other changes proposed relate to the GST treatment of costs incurred in raising capital, the zero-rating of land rules and the rules which allow non-residents to register for GST purposes.

If you would like to know more about any of the proposals you can contact Greg Neill, Tax Advisor at Crowe Horwath, on (06) 872 9250.

ENLIVEN HOSTS SENIOR CHEF

D

ue to the positive response and increased demand during 2014, Enliven will again be offering the Senior Chef programme to the older people of Hawke’s Bay.

Senior Chef is a free eight week course for people over the age of 65, held at the Enliven Centre. It is a practical and informative programme that informs older people about the right food choices for their changing needs, shows them how to make quick and easy nutritional meals and outlines kitchen safety, cost saving tips and different cooking techniques. Attendees take home the book ‘Cooking for Older People – easy recipes for one or two’.

UPCOMING EVENTS BA5 WITH SEEMEMEDIA When:

25 November 2015

Venue:

Focal Point Cinemas, 126 Heretaunga Street East, Hastings 4122

Time:

17.30 – 19.00

Price:

Complimentary for Members Non Members $15 + GST

P

lease join the crew from SeeMe Media and Screen Vistas at Focal Point Hastings for drinks and nibbles, while we roll out a special introduction to our unique, visual impact marketing solutions, now available to local Hawke’s Bay businesses.

SeeMe Media and Screen Vistas are a boutique advertising agency that provides multi media advertising solutions such as Cinema, Billboards and Bus Back Advertising nationwide.

These courses also provide a great opportunity to make new friends and share a meal.

As a service of Presbyterian Support East Coast, Enliven provides home support, as well as day programmes at the Enliven Centre.

“Most people know of an older person who could benefit from Senior Chef,” says Enliven’s Community Services Manager, Rebekah Charlton. “We are also looking for sponsors for future events so that we can keep this course free of charge.”

Hastings District Council will be sponsoring the next course.

If your business is able to help in the New Year, please contact the Enliven Community Services Manager on 06 844 1751.

Enliven brings Senior Chef to Hawke's Bay seniors Senior Chef is a free, practical and informative programme for older people to inform them about the right food choices for their changing needs. We are looking for businesses to sponsor these events in 2016 – please get in touch with us if you would like to get involved.

eastcoast.ps.org.nz

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We have a close knit team with over 40 year’s experience, working collabratively to ensure that each and every marketing campaign is unique and meets the specific needs of our clients.

So your not one of many in the crowd! Contact SeeMe Media and Screen Vistas now and Be Heard, Stand Out and Seen!

PLUS go in the draw to win one month FREE advertising in your local cinema Focal Point Hastings – providing you with a fantastic opportunity to bring your products and services to life on the big screen reaching an engaged captive audience.

NEW MEMBER PROFILES

PITA PIT P

ita Pit is a rapidly expanding, healthy, quick service restaurant franchise that was founded in Canada in 1995 with the goal of offering quality, healthy, fresh food – fast! It arrived in NZ in 2007 and now has over 80 stores around NZ. At Pita Pit each pita is made to order so you can have what you want in your meal. Some of options are Chicken Caesar, Steak, Roast Lamb and Falafel but there are many more to try. We use the freshest and best quality ingredients. You’ll see real meat put on the grill and the taste is like nothing else.

We take enormous pride in offering you the best possible experience and pride ourselves on the level of service we offer.

Our catering service is available for 5-500 people – no group is too large! At Pita Pit, we cater for all venues, all ages, and all kinds of occasions. Our platters consist of a selection of pitas cut in halves, so each person in your group can have a chance to try more than one kind of pita. This is delivered to where ever you need it.

SOTER RURAL COMPLIANCE S oter Rural Compliance helps farmers by reducing the burden created by health and safety and council environmental regulations. We pick up the paperwork so you can get back to farming.

Many farmers have heard about HBRC Plan Change 6. This change to the Regional Plan was not just about the Ruataniwha Water Storage Scheme. The plan change included new rules about nutrient management for farms in the Tukituki catchment. Farmers need to keep annual nutrient budget records, and submit a

Farm Environmental Management Plan to the council in 2018. Soter can prepare nutrient budgets and farm environmental management plans, and work through scenarios to assist farmers with meeting their nutrient targets under Plan Change 6.

We have a cost-effective farm Health and Safety Plan kit which provides a great place for farmers who want to develop a new Health and Safety Plan for their farm, or update an old one.

Soter is run by Emma Greville and based in Central Hawkes

MEMBERS DIRECTORY FOR ALL YOUR

ADVERTISING ENQUIRIES PLEASE CALL ANGELA BELLAMY (06) 873 1197 angela.bellamy@hbtoday.co.nz

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Come in and see us in The Bay Plaza, once you have tried us we are sure you will be back again.

Bay. Emma has qualifications in business, environmental planning and sustainable nutrient management. She farms with her husband Warwick and daughter Holly south of Waipukurau.

For Advertising Inquiries Contact Angela Bellamy 06 873 1197

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SNAPPED BA5 AT ANZ WITH STAPLES RODWAY

Photos courtesy of Simon Cartwright Photography

CHAMBER EVENTS BA5 at Vodafone

11 November 2015

17.30 – 19.00

HB Business Hub, 36 Bridge Street, Ahuriri

BA5 with SEEMEMEDIA 2

5 November 2015

17.30 – 19.00

Focal Point Cinemas, 126 Heretaunga Street East, Hastings

Westpac Chamber of Commerce Business Awards

20 November 2015

18.30 – 23.00

Napier War Memorial Centre, Marine Parade, Napier

BA5 at Ormlie Lodge

9 December 2015

17.30 – 19.00

Ormlie Lodge, Next to Napier Golf Course 17 Omarunui Road, Taradale

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