FYI March 2022

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Community Pet Refuge’s life-saving work pg 18

MARCH 2022

Business Spotlight The only limit is your imagination pg 21

Sustainability Consumer NZ’s radical shake-up pg 24









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In this issue 4 6 8 9 10 11

12 15

16 18 20 21 24 28 28

In Brief ONE DAY SALE retrospective BNH news Asian Community News Advocacy Professional Development: Ramada by Wyndham Albany Cover Story Professional Development: Maat Group Transport Community: Pet Refuge Local Business Insights: Orca Logistics Local Business Spotlight: Hobby Games Sustainability Property Matters Money Matters

20 Contact FYI Magazine Business North Harbour General Manager Kevin O’Leary Advertising Peter Green Editor Lizzie Brandon Design Lewis Hurst Printer PrintLounge The opinions expressed in this publication are not necessarily the views of the publishers. The publishers do not endorse any person, company or organisation that advertises in this publication.

Business North Harbour,

Unit 2, Level 1, 322 Rosedale Road, Rosedale, 0632. PO Box 303 126, North Harbour 0751 OFFICE 09 968 2222 WEB

Welcome from the GM In the absence of any in-person events until further notice, Business North Harbour will continue to offer members online opportunities to connect with relevant subject matter experts. We will also continue to provide members with as much up-to-date and relevant information as we can to ensure that members understand their obligations as legislation changes and have access to any support available to which they are entitled. I would also encourage as many members as possible to support each other by connecting and trading with other local businesses whenever the opportunity arises. In this issue of FYI, we look at reconnecting with colleagues, customers and stakeholders in the wake of Covid-19 lockdowns. We discuss what the future of work in an office /hybrid situation could look like, and we highlight the importance of faceto-face interaction in business and for our general wellbeing. In our Community section, we profile Pet Refuge, who are saving both pets and people. Animal abuse is common in domestic violence so, by providing safe shelter for pets, Pet Refuge removes a significant barrier for people (usually women) seeking to escape an abusive relationship. In closing, I wish you all well, and the BNH Team look forward to seeing you in-person in the not-too-distant future. Kia kaha

FOLLOWING WHAT HAS generally been a classic Kiwi summer, most people had seen a positive start to the new year. However, we now live in uncertain times when a change in circumstances can adversely affect our lifestyles at the drop of a hat. The confirmation of the arrival of Omicron, which has seen the country enter the Red setting under the Covid-19 Protection Framework, sadly proving to be case in point, with any early air of positivity being dealt a blow by this swift change in settings. As the presence of the Omicron variant gathers pace, this fosters uncertainty regarding the challenges that lie ahead for business. Fortunately, organisations have adapted their operating models, either voluntarily or as part of a government mandate, to include all the necessary systems and processes required to enable them to keep trading at some level, whilst keeping their staff and customers as safe as possible. This means that many businesses are as fully operational as they can be under the guidelines, hoping to make the best of what, for some members, will be limited opportunities. Business and consumer confidence have both taken another hit due to this uncertainty which remains a constant challenge for businesses as they try to plan for both the short and longer-term. Some will face the challenges associated with staff having to isolate for extended periods in addition to the ongoing challenges of the supply chain, rising material and fuel costs, and current staff shortages, all of this in the face of reduced financial support from the government wage subsidy.

Kevin O’Leary General Manager, Business North Harbour

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Jack Hinton Drive JOHN DANIEL HINTON, VC, was born in September 1909 in Colac Bay, Southland. He was awarded the Victoria Cross (VC) for his actions on the night of 28 April 1941 at Kalamata during the evacuation from Greece. When German troops entered the port, apparently tired of retreat, Sgt Hinton rallied a counter-attack. Official records say that he yelled, “To Hell with this, who’ll come with me?”, and the citation for his VC states that he then: “ran to within several yards of the nearest gun; … he hurled two grenades, which completely wiped out the crew. He then came on with the bayonet followed by a crowd of New Zealanders. German troops abandoned the first 6″ gun and retreated into two houses. Serjeant Hinton smashed the window and then the door of the first house and dealt with the garrison with the bayonet. He repeated the performance in the second house and as a result, until overwhelming German forces arrived, the New Zealanders held the guns. Serjeant Hinton then fell with a bullet wound through the lower abdomen and was taken prisoner.” He spent the remainder of the war as a POW. explains: “The announcement of the award of the Victoria Cross was made on 17 October 1941. In a departure from custom, Hinton was presented with the ribbon of his medal by a German general at a camp parade. Characteristically, Hinton was at the time being held in solitary confinement after one of several escape attempts.” After the war, JD (as he was known to his friends) returned to New Zealand, became a publican, and was also involved in horse racing. He retired to Christchurch and died in 1997. Throughout his military career, Sgt Hinton had been intolerant of formality and protocol. Still, his biographer Gabrielle McDonald, who also wrote his obituary, took issue with anyone who called him a rough diamond. “A diamond, most certainly, but not rough. He was a gentle, generous and intelligent man who commanded respect wherever he went.” To learn more about Sgt Hinton, you might like to read this article: features/79102085/the-man-behind-the-bayonet 4

John Daniel Hinton, circa 1950, wearing the Victoria Cross. Photographer unidentified. (Alexander Turnbull Library PAColl-5547-008)


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We should call it GOODminton! WITH THE MALAISE of lockdown followed closely by all those festive treats, many of us are looking for ways to get active and reconnect with people in our community. Badminton North Harbour offers a warm welcome to players of all ages and abilities. Badminton is known to improve flexibility, reduce stress, boost metabolism, and help mental agility. “We have players as young as six, and several in their 80s and 90s,” says CEO Glenn Cox, “There’s everyone from family groups through to competitive players training for tournaments. They all tell us they not only enjoy the exercise but also being able to get together with their friends and peers.” To find out more about Badminton North Harbour’s facilities, clubs, and classes for beginners, head over to

Struggling financially? Free budgeting advice is available NORTH HARBOUR BUDGETING Services (CC22166) is a non-profit organisation offering free and confidential advice. “Through financial mentoring and education, we aim to improve the lives of those in our community.” NHBS provides a number of services, including:

• Helping clients to develop basic financial skills • Helping to negotiate with creditors, if required • Ongoing financial mentoring to help clients become

more self-reliant

To speak with one of NHBS’ financial mentors, freephone 0800 159 158 or complete the online form to book an appointment:


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Stay safe; don’t let the sparks fly IN THE 12 months to September 2020, there were more than 1,100 fires in Aotearoa that started from an electrical appliance. Many of these were overloaded multi-boards causing appliances to short circuit, flammable materials too close, or mechanical/ operating failures. Greg Cramond of Cramond Electrical Services says he’s concerned about the worrying number of high-risk set-ups he encounters day-to-day. “Older homes often have the original, outdated switchboard,” he explains. “In the event of an electrical malfunction, I’ve seen many circuit breakers that don’t trip, and many fuses that don’t blow when they need to. This is often the cause of fires. The heat builds up as the resistance (fault in an appliance or multiboard) increases, and the longer this goes on, the more likely there will be a serious fire. “A home is like a car in that it too needs maintenance and check-ups to remain safe. A full check over by a qualified electrician is a great way to get peace of mind for the place you lay your head.” Greg’s comments are echoed by Steve Turek, Fire and Emergency NZ’s national manager community readiness and recovery. “We use electrical appliances, like the stove, bathroom fan, electric blanket or phone charger, every day, so it’s easy to forget that they can have a risk of fire.” He advises turning off appliances when they’re not in use, including the stove if you need to walk away from cooking. Also, do not overload multiplugs – use a quality branded one if you can, and stick to one appliance per socket. “Contact an electrician if you’re worried about the condition of your appliances,” he urges. “If you notice anything concerning like smoke or sparks from an appliance, please call 111. We’d rather help you with a small flame, than be putting out a house fire.”

80 tails telling 80 tales WHALE TALES 2022 is an immersive public art trail in parks, streets, and open spaces all around Tāmaki Makaurau. Each giant tail is inspired by a healthy ocean and designed by some of Aotearoa’s most talented artists. WWF-New Zealand has partnered with Wild in Art, Auckland Unlimited, and Harcourts NZ to bring the trail to Auckland and raise awareness of the vital work WWF-New Zealand does to look after our ocean, including the Hauraki Gulf and its endangered resident, the Bryde’s whale. Every tail has its own tale too, so you can soak up the rich stories as you journey through the trail. And the legacy of Whale Tales continues long after the trail ends. The sculptures will be auctioned to raise funds for WWF-New Zealand’s vital work to protect and restore the Hauraki Gulf and the Bryde’s whales that call it home.

A few of the electrical near-disasters Greg Cramond has visited recently

The art trail runs until 18 April. To get involved, download the trail map from and the Whale Tales 2022 app from the App Store or Google Play.

Close to North Harbour, artist Jane Mason’s whale tail, “Where You Belong – Ocean Series”, is on Browns Bay’s beachfront 5


Across the North Harbour Business Improvement District 4 December 2021 DAY 2 OF Aotearoa New Zealand’s new Covid-19 Protection Framework (traffic light system) was an auspicious occasion! As we began adjusting to life in a “red zone”, Auckland’s enthusiastic bargain-hunters made their way to North Harbour, eager to support their favourite local retailers. Despite significant recent and ongoing challenges (for example: supply chain issues), nearly 30 BNH members opened their doors to welcome back shoppers. Some were ONE DAY SALE veterans, like Waitematā Honey, Tech Outlet, and Mr Vintage; others, such as Impex, were first-time participants. Although border controls may have impacted visitor numbers – some regulars (usually) come from as far as Tauranga – there was still a good buzz. Linen House opened at 8.00 am and estimated 80 customers in their first hour. Several business owners commented how great it felt to reconnect with customers after so long operating only online or via click & collect. ONE DAY SALE is Tea Total’s only annual sale, so, for them and many others, it was a pleasure to be able to enjoy some sort of normality. This view was clearly shared by shoppers too. There was friendly chat and laughter, along with excellent compliance of mask-wearing, scanning, and patiently observed social distancing.

2022 is ONE DAY SALE’s 10th anniversary! We’re looking forward to a celebratory bumper event towards the end of the year. 6

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things you probably didn’t know about your Business North Harbour team You’ve seen their online profiles and met them at numerous networking, business capability, and advocacy events – but how well do you really know the team?

Kevin O’Leary General Manager

Where were you born? Edge Hill in Liverpool. I support Liverpool FC. Growing up, Ray Clemence was my favourite player.

Favourite movie? Saving Private Ryan. I think it’s a fitting tribute to those who fought and died. It helps you appreciate what they went through. What’s your perfect morning tea? A trim flat white and a ginger slice.

Who’d play you in your movie biopic? Tom Selleck (with a Scouse accent!).

Sandra Craze BNH Amabassador

Where were you born? Clyde, Central Otago. It’s famous for being on the Otago Rail Trail and for its apricots. What did you want to grow up to be when you were little? A movie star, specifically Sophia Loren.

Favourite TV show? I’ve just finished binge-watching Ozark. Jason Bateman is great.

Favourite food? To eat, I love pan-fried blue cod. To cook, my brother says I make the best mussel dish.

Sarah de Zwart Relationship Manager and Transport Projects

What’s your perfect morning tea? I do like a high-tea, with cakes and fruit. Favourite book? I don’t have one favourite, but I love to lose myself in a book, particularly biographies or historical romance.

What did you want to grow up to be when you were little? A dairy owner – because then I could eat as many sweets as I wanted! Or a professional chorus line dancer. Who inspires you? My dad and his quiet generosity. Also, Gandhi and Mother Teresa. 8

Peter Green Marketing and Events Manager

Kate Thorpe

Favourite movie? The Big Short. I love how it mixes up fact with story-telling. There’s a scene where a chef uses fish to describe how the economy works. Brilliant!

Favourite movie? Se7en. It really ‘got’ me. I can usually see a twist coming, but I had no idea with this one.

What’s your perfect morning tea? A trim flat white and a cheese scone.

Office Manager

What’s your perfect morning tea? A long black from Altura and a ‘snickers’ bar from Sip Kitchen.

Who’d play you in your movie biopic? Tom Cruise – obviously!

Who’d play you in your movie biopic? Sandra Bullock. She does a good snort-laugh!

If there were 25 hours in a day, what would you do with that extra hour? Take our dog, Coco, for a long run or a swim.

If there were 25 hours in a day, what would you do with that extra hour? More trail-walking. I love the Hakarimata Summit track around Ngaruawahia.

Dave Loader

Crime Prevention Specialist and Social Responsibility Manager

Ben Yang

BNH Ambassador

How long have you been with BNH? Since January 2015. I love the culture here; everything’s focused on the people – the team and our members.

Where were you born? Tianjin. It’s one of China’s largest cities, famous for its buns and dumplings.

Favourite book? I enjoy biographies, not necessarily sporting ones, although the last one I read was Dan Carter’s.

Favourite movie? Only Cloud Knows. It’s a Chinese movie filmed here in New Zealand, and a nice love story.

Where were you born? In Masterton in the Wairarapa. It was famous for its Golden Shears competition.

Favourite food? Seafood! I love to catch and cook my own fish. I put on a woolly hat to barbecue in winter! You can’t beat cooking outside.

What did you want to grow up to be when you were little? A firefighter or a teacher. I like being able to share information and advice with BNH members.

If there were 25 hours in a day, what would you do with that extra hour? Quality time with my family. My children and I love doing LEGO together, creating amazing random things.

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新西兰亚裔家庭服务中心 亚裔家庭服务中心(Asian Family Services,简称AFS)是为所有生活/工作/学 习在新西兰的亚裔人士提供专业面对面和 电话心理辅导的非盈利组织,服务专业保 密免费。 如您或您身边的人有赌博成瘾问 题,或因COVID-19新冠疫情产生的精神困 扰(如抑郁、焦虑)等,都可拨打亚裔帮助热 线寻求帮助。 每年亚裔帮助热线都会接听超过 3000 个 电话。 主要在以下几个方面提供帮助: • 受赌博问题影响而寻求帮助 • 因精神健康问题寻求帮助 • 危机干预

• 健康信息咨询

我们提供8个语种的服务,包括英语、普通 话、粤语、韩语、日语、越南语、泰语和印度 语。 如果您有心理帮助的需要,请拨打AFS 亚裔帮助热线☎️ 0800 862 342(热线服务 时间:周一到周五,早上9点-晚上8点)。

需要注意的是,我们的亚裔帮助热线不是 危机求助热线。 但是,如果来电者有自杀倾 向或想法,我们当值的心理咨询师会进行 风险评估并进行相应的危机干预措施。

幸福感提升项目(设在阿波罗医 疗中心) 自2016年起,亚裔家庭服务中心和阿波罗 医疗中心展开合作,致力于在通过GP诊所 提供心理咨询服务上尝试寻找新方法;原 因是由于很多人在遭遇心理健康或成瘾问 题时,都会在第一时间先联系诊所的家庭


医生。 在过去五年里,这两家机构在日 复一日的转介服务中,从一线员工 到管理层,都建立了稳固的信任和 合作纽带。 我们合作的这个项目 的注册病人有近60%都是亚裔。 我们提供的心理咨询服务有益 于为亚裔群体消除使用心理健 康和成瘾服务的障碍。

从2020年12月底开始,亚裔家庭 服务中心获批卫生部合同,为在 阿波罗医疗中心注册的所有病人 提供一项新服务。 这项新服务整合 了初级心理健康和成瘾服务,有利于 扩展心理健康和成瘾问题支持的接触 面和选择,由卫生部向新西兰全国推广。

去GP诊所就诊就可以接受此项新服务;GP 诊所里为此设立了新职能人员—健康提 升咨询师(HIP)和健康指导员(Health Coach)。 这些人员会基于客户的目标来提 供咨询建议和支持,提升自我健康管理意 识,必要时还会转介客户给其他服务。 健康 提升咨询师和健康指导员和当地社区的 NGO社工也有密切合作,会保障客户获得 在忧虑管理、行为转变和幸福感提升诸方 面的全方位的帮助。 这些新服务的目的是为了:

• 增加服务通道以及服务使用的公平性 • 增加使用全息方法治疗的选择

• 减少心理健康和成瘾问题治疗的等候 时间 • 提高人口的健康和公平权益。


亚裔心理健康服务(Asian Wellbeing Services,简称AWS)是亚裔家庭服务中心 的一部分。 它成立于2016年,提供专业和保 密的心理咨询,并提供为亚裔社区量身定 做的讲座和课程。

我们的团队由经验丰富并具有专业资质的 心理咨询师、艺术心理治疗师、心理治疗 师、精神治疗师、临床心理治疗师,成瘾行 为和药物治疗师等组成。 包括英文、普通 话、粤语、韩语、日语、印度语、古吉拉特语、 马拉地语。 费用可能因服务类型而异(120-210纽币+ 消费税)

Asian Family Services ASIAN FAMILY SERVICES has been providing support to Asian communities in New Zealand since 1998 and is the only service provider for people of an Asian background who are affected by gambling harm. AFS has offices in Auckland and Wellington, but its services are available nationwide. AFS strives to provide professional and confidential culturally and linguistically appropriate services. Services are offered in eight languages: Cantonese, English, Hindi, Japanese, Korean, Mandarin, Thai, and Vietnamese. An interpreter can also be brought in to support other Asian languages.

AFS Wellness Services at Apollo Medical Centre

This service is accessed through general practice and is based around new roles in the primary care workforce – the Health Improvement Practitioner (HIP) and the Health Coach. Based in the practice, these new team members

provide advice and support to clients based on individualised goals, promoting self-management, and connecting people to other services they may need. The HIP and Health Coach work closely with local community NGO support workers, ensuring that people can access the full range of help to manage distress, encourage and maintain behaviour change and increase their wellbeing. A GP or nurse in the general practice can offer someone experiencing distress or issues the option of seeing the HIP in the same location quickly – often immediately. A support plan is developed, with follow up as needed, tailored to individual circumstances. For some people, the initial session is enough to provide the emotional or behavioural support required. The aim of these new services is to:

• Increase access and equity of access. • Increase choice in addressing people’s

holistic concerns.

• Reduce wait times for mental health

and addictions support.

• Improve population health and

equity outcomes.

Asian Wellbeing Services

Asian Wellbeing Services (AWS) was established in 2016 as an arm of AFS that provides professional psychological interventions and tailor-made psycho-education workshops for clients with non-gambling issues. Need help?

Call 0800 862 342. It’s free and confidential. Availability Office: Monday to Friday, 9 am to 5 pm Asian Helpline: Monday to Friday, 9 am to 8 pm Duty counsellors are available from Monday to Friday, 9 am to 8 pm UCCwg9zwyl0mN0uroLnoOAZA 9


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Have your say on Auckland Council’s Annual Budget Since my last update in November last year, Business North Harbour (BNH) has continued to advocate for members utilising a variety of opportunities and platforms.

WE HAVE HAD online meetings with the Ministry of Social Development and our local MPs highlighting the ongoing concerns for our members relating to a number of different topics, including the need for increased and ongoing financial support, the effects of rising raw material and fuel costs, and the ongoing labour shortage and issues with the supply chain. We have been very proactive in encouraging consumers to continue to buy local and utilise locally available services, also encouraging local

businesses to engage with other local businesses for their goods and services whenever they can.


BNH has also made formal submissions to Auckland Council on the Property Maintenance and Nuisance Bylaw 2015 Review and NZ’s Three Waters Reform, both of which were recently open for public consultation. Sarah de Zwart has been busy preparing submissions on several transport-related issues, including Auckland Transport’s highly controversial parking strategy.

Auckland Council’s Annual Budget Consultation on Auckland Council’s Annual Budget for 2022-2023 runs from 28 February to 28 March. The mayor’s proposals include: • $1 billion climate action package

funded by a new targeted rate

• Maintaining general rate rises at 3.5%

as agreed in the 10-year budget

• Food scraps collection extension

funded by a targeted rate

• Kerbside refuse charging policy review • Changes to other fees and charges

There are also some other proposals that will affect you and your property or business, so please make sure you have your say before the deadline. Follow the link to access the council website hub-page/annual-budget-2022-2023

Activate North

The working group for the Activate North initiative, formerly known as Shore Unity, have continued to raise awareness and gather support for their project as they look to work closely with central and local government and other key stakeholders to achieve positive growth and development north of the Harbour Bridge. This initiative has become even more important with recent changes allowing housing intensification, which will bring further increases in the population with very few business development opportunities identified to provide what will be much needed employment options. Kevin O’Leary General Manager, Business North Harbour 10

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Bringing friends and whānau together

P R O F E SS I O N A L D E V E LO P M E N T: R A M A D A BY W Y N D H A M A L B A N Y RAMADA BY WYNDHAM Albany has played a crucial role helping businesses stay connected throughout the various stages of Covid restrictions. With stateof-the-art videoconferencing in its smart meeting room, the hotel has brought teams apart closer together. And now, the team at the Ramada is enjoying the chance to bring families together. With so many weddings (and birthday and anniversary parties) postponed in 2020 and 2021, the chance for friends and whānau to reconnect

at these celebrations has never been more welcome. Ramada by Wyndham Albany is an ideal accommodation choice for wedding parties and their guests. It’s not only convenient for the North Shore, but handy for the City and West Auckland too. “Vineyard venues in the Coatesville, Kumeu and Waimauku district are very popular,” says general manager Jacqui Cheal. “They can provide a beautiful setting for that most special day – and the team and I love to play our part too.” The hotel’s two-bedroom apartments are often in-demand for wedding parties, as they provide a comfortable space for groups to enjoy the ceremony preparations together. “We have such fun giving brides and their entourage a warm send-off through reception!” As well as two-bedroomed apartments, the Ramada offers studio king rooms and one-bedroom suites, each with its own full kitchen and laundry facilities. Jacqui confirms that they’re already taking bookings for the next spring/ summer wedding season. “If you’ve ever organised a wedding, you’ll know that the ‘to do’ list can be as long as your arm,” laughs Jacqui. “So, get the accommodation ticked off early and save yourself a bit of stress. Just give us a call or pop in for a chat, and let’s see how we can make your big day even more memorable.”

Jacqui Cheal

General Manager Ph: (09) 974 4568 E: manager@ramadaalbany

Looking for a gorgeous wedding venue a bit further afield? RAMADA BY WYNDHAM Albany’s sister property, Castaways Resort at Karioitahi Beach, Waiuku, is described as “Auckland’s most stunning cliff-top ocean-front wedding venue”. The resort has on-site accommodation (including glamping options) and its own day spa. To find out more, visit 11


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Rebuilding pre-pandemic relationships

After so many months of being required to work from home (WFH), the world is gradually returning to a physical workplace, in one way or another. Many employers and employees have relished the chance to get back to some kind of “normal”, while others have felt anxious and less willing to leave their home office. Any kind of transition can be stressful, especially in a time of so much uncertainty. So, how do we reconnect with each other, our customers, and stakeholders as we move out of Zoom mode? And what might the work model for the office-of-the-near-future look like? In the first of a two-part series, FYI looks at the principles of restoring those pre-pandemic relationships. 12

Hybrid working – the best of both worlds? As well as prompting a massive surge towards digital strategies, Covid restrictions have highlighted that flexible working doesn’t negatively impact productivity. In fact, overall, it’s been quite the opposite. So, could hybrid working, a combination of WFH and office, be the ideal solution for both business efficiency and connectedness? In an interview with BBC Worklife, Elora Voyles, an industrial organisational psychologist and people scientist at Tinypulse in California, said that hybrid working seemed like the perfect option at the start of the pandemic. “For bosses, it means they retain a sense of control and that they can see their workers in person. For employees, it offers more flexibility than full-time in the office and means they can work safely during the pandemic.” But, as time went on, it became clear that things weren’t that simple. A survey

by Samsung UK found that, although 56 per cent of workers said they had become more productive as a result of hybrid working, one in five were struggling to switch off from work, and almost a quarter felt as though they worked all hours or worked late into the night. The positive news was that 59 per cent were savouring the extra time they were able to spend with their family.

“Research has shown that teams who share positive emotions together are stronger and more resilient.” Therefore, while the demise of the office has almost certainly been over-estimated, BBC Worklife suggests that its purpose is evolving. Businesses are looking at more adaptable designs and changing floorplans, functions, and technologies. There is a particular trend towards larger communal areas designed to foster creativity and a feeling of connection. Rather than retaining


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the pre-pandemic idea of a place to go every day simply to work for eightplus hours, the office can now be where teams get together periodically to collaborate, support each other, and reignite company culture. For employees who enjoy and benefit from remote working, this model could reduce the psychological stress and physical challenges of having to duplicate their working day for two locations. It also nurtures the crucial function of face-to-face interaction. Joe Hart, president and CEO of Dale Carnegie Training, agrees but acknowledges that, in these unconventional times, “it will take plenty of diligence and intention to foster an engaging hybrid workplace environment between those working in the office and at home.” He recommends three strategies:

Focusing on strong team-building initiatives

Numerous virtual and face-to-face activities can be incorporated into a hybrid work model to help overcome potential feelings of disconnect. For example, ice-breaker questions, such as “Who is one person you’d like to acknowledge or thank?” can be used for combined remote/face-to-face meetings. “The team member [on Zoom] can type a colleague’s name into the chat function and then explain why they want to thank them,” Joe explains.

Creating opportunities for teams to share experiences “Research has shown that teams who share positive emotions together are stronger and more resilient. Specific emotions and feelings we’ve identified here at Dale Carnegie that promote engagement and resilience include connection, value, and empowerment.

Even now, surveys regularly show that more than 80 per cent of us would prefer to meet in person. ning and intention into operating within a remote or hybrid workplace. Continued professional development and interpersonal relationships should be top priorities. With hard work and resilience, these goals can be achieved in any workplace format.”

Face-to-face still really matters…

These shared emotions can occur much more naturally when teams are working together in person.”

Keeping employees’ professional development in mind

Although staff development and continued learning opportunities may not be top of mind for many business owners presently, it’s a valuable workplace element that shouldn’t be overlooked for too long. “With many employees working from home and in-person meetings not always feasible, consider the capabilities of live training and instruction via video communication platforms like Zoom. This will ensure each team member has the same opportunity to engage and feel connected.” Joe Hart concludes, “While these transitions between remote and in-person work are not easy, it’s essential that organisational leaders put as much plan-

The late Steve Jobs, entrepreneur, CEO and co-founder of Apple Inc, believed absolutely in the power of in-person get-togethers. “Creativity comes from spontaneous meetings, from random discussions,” he said, urging businesses not to give in to the temptation of trying to develop ideas solely by e-mail or other digital means. Even now, when we’ve all had to become so familiar with digital platforms like Zoom or MS Teams, surveys regularly show that more than 80 per cent of us would prefer to meet in person. And certainly, it would be nigh on impossible to cultivate company culture and assuredness of psychological safety entirely online. Writing for Harvard Business Review, Robert Hooijberg and Michael D Watkins, professors at the International Institute for Management Development, go into greater depth about this, defining the “four broad dimensions of impact” in management development – collaboration, innovation, acculturation, and dedication – and saying how hard it would be to achieve and sustain these without in-person interaction. Going further, the professors explain that these four elements are fostered by five “design drivers”: • • • • •

Purposeful focus Interpersonal bonding Deep learning Unencumbered experimentation Structured serendipity (precisely what Steve Jobs was talking about – accidentally stumbling onto something amazing while discussing something else entirely)

They suggest that businesses could incorporate “unstructured time”, such as dinners, walks, or shared recreational activities. “You do this to encourage informal exchanges as they often lead to important creative insights, while at the same time deepening interpersonal connections.”



M A R C H 2022 F Y I

…but don’t lose your focus on digital! Many organisations have spent the past 24 months developing and strengthening their digital space – website, social media, e-commerce, YouTube channel, and the like. Clients have become accustomed to browsing products, watching explainer videos, learning more about company values, and placing enquiries online. Even as face-to-face interactions become more frequent, these customer expectations remain, so it’s essential not to waste the investment you’ve made in your web presence. Communicating with integrity online involves such elements as: • Personalised messaging • Assuring people that they matter and

are important to you

• Being accessible and responsive • Sharing company values through more

than words – videos of your community projects, fundraising activities, support for good causes, the team workspace

Where to find more details of the ideas discussed in this article

• Listening to what customers say, and

actively learning from this

• Rewarding loyalty – membership

programmes, exclusive offers for EDM subscribers

Business owners may wish to re-evaluate the staffing of their digital function, potentially upskilling the team to confidently engage via online chat, create stories that resonate with social media followers, and explore the opportunities of live streaming. Moreover, with videoconferencing inevitably being a significant part of business communication for the foreseeable future, companies that offer this option will help reassure stakeholders, suppliers and customers of their consideration for everyone’s health and wellbeing.

link link link link link link advisory/technology-consulting/ it-enabled-transformation/customerexperience/six-pillars-of-cx-excellence. html

You can read more about company culture and psychological safety in FYI September 2021

Doing the right thing, ensuring the needs of the many are met, prioritising safety, protecting the vulnerable, being seen to act fairly and in all customers' best interests.

Responding rapidly to customer needs and finding solutions to new customer problems, accelerating innovation.

Setting, managing and meeting customer expectations accurately in these difficult times.

Making it easy for customers to access information, get essentials, access customer communities and networks helpfully.

Understanding the customer's circumstances, prioritising effectively, putting the customer back in control.

Showing that you care, choosing the right emotional response to meet the customer's circumstances.

Final thought: the Six Pillars of Customer Experience Excellence may be more relevant now than ever before




Time & Effort



Using research that involved more than one million customers across three continents, KPMG Nunwood of the UK developed a system that spotlights six fundamental principles as the building blocks for customer experience success: personalisation, integrity, expectations, resolution, time and effort, and empathy. 14

“The six pillars articulate the elements of a target experience that drives both loyalty and advocacy, and they should lie at the heart of any organisation’s customer experience strategy, providing a framework for both implementation and measurement.” Arguably, in 2022, personalisation and empathy have never been more crucial –

not just for the customer experience but for employee experience also. In the next issue of FYI, we’ll discuss how to put the theory into practice – the communication and interpersonal skills that can help strengthen reconnections, and contribute to awesome company culture and brand loyalty.

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‘Connecting with others gives us a sense of inclusion, connection, interaction, safety, and community’ By Jodi Tuffin, Investor Relations Manager

WITH THE OFFICE landscape evolving at a rapid rate, the opportunity for all of us to come together (safely) is more important than ever. Reconnection with people involves a commitment that initially can feel foreign. If we cannot reconnect safely in person, how do we effectively reconnect with our clients so that they have the same experience with Maat Group, but online? How will the people we are connecting with understand our business without the typical nuances that people have come to “see” to build camaraderie? How will they sense our happiness, our passion, our empathy if we are only communicating through words typed on a keyboard? This is a common conundrum all businesses face as we pivot ourselves for the online world, which will become more ensconced in our way of working in the future.

Maat Group has always held pride in our face-to-face meetings with people – our investors, our contractors, and our staff. It has been a challenge to maintain that same level of personal relationships for which we are well-known. For our team, it has been a conscious shift to change our style of meetings into effective Zoom calls, personal phone calls, emails, letters and cards. With our inves-

The simple act of taking the time to explain how to use technology to stay connected provides the opportunity for us to continue taking that personal approach with our clients.

tors, our relationships continue to thrive through these media. One way that has worked for us to connect with our investors is to offer people the opportunity to use the technology available ahead of scheduled meetings. This helps them feel more at ease. Any investor who is unfamiliar with online meetings has the opportunity to be walked through the process on the phone while simultaneously helping them on their computers. This allows them to stay connected with not only us, but any friends or family or other companies who use a similar medium to connect. Knowledge is power, after all. The simple act of taking the time to explain how to use technology to stay connected provides the opportunity for us to continue taking that personal approach with our clients. They matter greatly to our company and to us personally. It is what keeps our company striving to provide investment opportunities for our clients, with them at the forefront of our business. An extract from our Mission Statement below reflects the importance we place on the relationships we form with our clients: “We will place our clients first, by developing and maintaining relationships based on trust and integrity”.

o learn more about how Maat T Group operates its investment opportunities, call the office on (09) 414 6078 during business hours, or visit to be contacted at a time suitable to you. 15


M A R C H 2022 F Y I

Australasia’s biggest ever electric bus order will remove 10,000 tonnes of emissions annually

Northern Corridor Improvements There’s light at the end of the tunnel

Work on the SH1 to SH18 link has broken through underground, and light can now be seen in the underpass. Excavation has been ongoing since July, and, in total, the team is removing approximately 16,000m³ -the equivalent of six Olympic sized swimming pools. There is still much work to do to remove the rest of the material from the underpass, and then focus switches to all the elements that make this “hole” a functioning part of the state highway network with features 16

“Having already halted the purchase of new diesel vehicles and rolled out 33 electric buses on more than 13 services throughout the region, this is another step towards a zero-emissions bus fleet for Tāmaki Makaurau. It’s encouraging to see Auckland Transport and NZ Bus working together to make that happen.” The BEVs will be deployed across four years, with plans for the first group to be driving the Tāmaki Link from October this year, followed by other services operated from the central and east Auckland bus depots. Speaking at the end of last year, AT’s outgoing CEO Shane Ellison says it’s critical that carbon emissions are reduced across the globe. “As an organ-

isation, Auckland Transport is dedicated to doing our bit by actively supporting the goals of Te Tāruke-ā-Tāwhiri: Auckland’s Climate Plan. “We are well on our way in transitioning to an emissions-free public transport fleet by 2040, which will have a myriad of benefits for Tāmaki Makaurau – including improved air quality within the city centre and healthier communities. “Within the last 18 months, we’ve introduced 33 new electric services in the city, Waiheke Island, as well as the new AirportLink service connecting with electric trains at Puhinui Station for a carbon-free trip to Auckland Airport. The announcement of 152 additional electric buses is extremely positive for our city.”

SH18 on-ramp in its second stage

To try and minimise disruption on the Auckland network, the upgrade of the SH18 westbound on-ramp is being completed in stages. In this way, this section of the road has remained open during the day. The next stage of work in this area involves traffic being moved onto a mix of both newly built permanent and temporary traffic lanes so that work can continue. Excavator working to remove the underground Since February, drivers will material from the SH1 to SH18 underpass have noticed that they’re travelling on a different such as lighting, drainage and of section of the road, with lane marking course the road surface itself. When and barriers as guides. complete, the underpass will provide a The Northern Corridor Improvements direct motorway to motorway connecproject team asks that travellers please tion when travelling from the north on keep to the reduced speed limit and SH1 and heading west on SH18, and be patient while everyone adjusts to the final link of the western ring route. this change. Supplied by Waka Kotahi NZ Transport Agency

IN A PARTNERSHIP between Auckland Transport (AT) and NZ Bus, Australasia’s largest electric bus order will see a further 152 battery-electric buses (BEVs) on Auckland’s roads. This will reduce greenhouse gas emissions from the AT Metro bus fleet by an estimated 11 per cent per year – almost 10,000 tonnes of carbon dioxide annually (relative to 2019 emissions). The BEVs will replace around 12 per cent of the diesel bus fleet in Auckland, in alignment with AT’s Low Emission Bus Roadmap 2020 (LEBR). Mayor Phil Goff commented: “With transport making up more than 40 per cent of Auckland’s emissions profile, it’s crucial that we pull every available lever to reduce emissions.


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Watercare’s Northern Interceptor Project area updates FLETCHER CONSTRUCTION HAS provided details of recently completed works and a schedule of jobs for the next quarter.

Hobsonville Pump Station

Future North Shore Extension


Enables a future light rail line to the North Shore

Alexander Creek pipe bridge (Rosedale Park) • Permanent piling and pile caps

have been poured

• Product pipes installation and

removal of staging commencing late February to late March • Removal of temporary solider wall and reinstatement to commence in mid to late May

Rosedale Park softball carpark area • Install of scour chamber at gully

beside frisbee park temporary compound has commenced • Piping across the carpark to start and be completed in February • Surfacing and green area reinstatement to commence in mid to late May



One station in this area KINGSLAND

Underground route is flexible and doesn’t have to follow roads

KEY Tunnelled Light Rail Surface Light Rail Modern tram underground in a tunnel from Wynyard Quarter to Mt Roskill and at surface alongside the motorway and on local streets.

Up to three stations in this area

• Final surfacing of new

layout inside pump station, including new electric gate and reinstatement of green areas, due to be completed by late May


Train station WESLEY

Proposed Light Rail station Future North Shore Connection MT ROSKILL

One station in this area

Light rail is coming to Auckland THE GOVERNMENT HAS announced that it’s investing in the vision to build a high capacity, linked-up rapid transit network across Auckland. The hope is that this light rail system will improve existing neighbourhoods, bring Aucklanders closer to work and school, and enable new housing within the city. It could also reduce sprawl, emissions, and our dependency on cars. It will start with light rail from the City Centre to Māngere, which will be the first leg of a system that will connect to the North Shore and North West in time.



Up to two stations in this area


One station in this area

Two stations at airport precinct and terminal


You can keep track of this project at

Sales of e-bikes and e-scooters might outstrip new car sales IN JANUARY, STUFF reported that sales of e-bikes and e-scooters have more than tripled in Aotearoa, with approximately 75,000 units imported in 2021, up from 23,000 in 2017. There’s a suggestion that, if the growth continues at this rate, it could possibly overtake new car sales within the next few years. AT offers a range of free bike skills training courses for adults, including

for e-bikes. The beginners’ three-hour workshop provides an introduction to how the bike operates, and basic manoeuvring techniques. There’s also a guided ride on local cycling paths. For more info about this and other bike skills and bike maintenance courses, visit courses-events/adult-bike-skills 17

C O M M U N I T Y: P E T R E F U G E N Z

M A R C H 2022 F Y I

Helping pets and their families escape domestic violence CRUELTY TO ANIMALS is common in domestic violence. People who use violence will often threaten, injure, and even kill a pet to control family members. Based in rural Auckland (the exact location is protected for security reasons), Pet Refuge provides temporary shelter and care for pets while their owners escape abuse. The shelter is the brainchild of Julie Chapman, the founder and CEO of KidsCan. When she realised that fear for their beloved pet’s safety was why people (usually women) delay leaving their abuser, she felt compelled to act. “For many people, pets are family. For victims of domestic violence, they provide real solace. Leaving them behind with an abusive partner just isn’t an option. We hope that if victims know their pets will be well looked after while they escape, it will remove a barrier to leaving.” Since the shelter opened its doors in August 2021, the team has helped 90 pets and their families, and more than 50 of these have been reunited. Anna is one of several brave survivors whose stories are shared on Pet Refuge’s website. “I owe my life to Pet Refuge, to be honest. I wasn’t safe at home, I feared

Julie Chapman, Pet Refuge's founder

The 2018 Women’s Refuge survey of women whose pets were abused as part of domestic violence found:




of their children witnessed pet abuse

had an animal killed by their partner

delayed leaving family violence out of fear for their pet’s safety

for my life, and I didn’t want to risk my cat being hurt if I left him there. He is my little security guy, my shadow, my emotional support. If I was doing laps of the backyard, exercising, he would stay with me, rain or shine. If I was sick, he would stay with me in the bathroom the whole night. He’s so loyal. If anything, he’s more like a dog than a cat! “I am so, so grateful that my cat is in Pet Refuge now, while I am in emer-

Get involved

To ensure the safety and security of pets and their owners, the shelter is closed to the public, and volunteering there is therefore not possible. However, there are many other ways in which you can support Pet Refuge’s life-saving work. Safe Beds for Pets™ A donation of $25 a month covers shelter expenses such as a safe place to sleep, warm bedding, enrichment and exercise, transport, and veterinary care.


Fundraising Got an idea for a great fundraiser? Pet Refuge can supply information booklets, collection buckets, and possibly even a speaker to tell the Pet Refuge story.

Become a Business Partner Your business and employees can make a significant contribution to helping pets and their families in New Zealand. Your team can work with Pet Refuge to develop a meaningful relationship that aligns with both your community/corporate responsibility goals and the shelter’s charitable mission.


would have found it easier to leave if there was a shelter offering temporary accommodation for their pets

gency accommodation. The staff are so kind and compassionate, and Nikki has made everything so easy. I’ve had lots of information, lots of updates, lots of funny photos. It makes me really happy to see him and I can’t wait for him to come back. I’m trying so hard to find a place for the both of us. “As soon as I’m on my feet I want to do all I can to contribute to Pet Refuge myself, it’s such an amazing cause.”

Ph: (09) 975 0850 E: W: facebook @Petrefugenz


Call 0800 738 733 843 (0800 PET REFUGE), Monday-Friday, 8.30 am-4.30 pm. A voicemail can be left at other times. Email If you need help now, call the Women’s Refuge crisis line on 0800 733 843 (0800 REFUGE).


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Why local insurance brokers are the secret to better cover Small-to-medium businesses (SMBs) are the backbone of our local communities. Over the last year, they’ve been under threat and dealing with losses from Covid-19 Delta, cyber security risks and the intensification of climate change. It’s more important than ever to mitigate risks to help ensure business survival and success.

enhance its financial resilience. Before they meet any business, Rothbury do their homework to make sure that the advice they give is as relevant as possible. It’s all about identifying the risks and vulnerabilities that could cause difficulties - and covering yourself against them to ensure your business has the best chance to thrive. Using the very latest assessment tools, a Rothbury broker will weigh several factors, including risk, coverage, price and the policy options available (inclusions or exclusions, cover limits and excess levels).

Getting your business back on its feet

WORKING WITH A local broker at Rothbury Insurance Brokers is a good way to accomplish this and access the right insurance solutions. The Rothbury North Harbour client base includes SMEs, corporates, domestic, and rural, and they have a strong focus on the transport, construction, aviation, and marine industries, including vessels, cargo, and marine liability. Whatever your business, Rothbury are passionate about getting North Harbour businesses the best possible protection.

From initial risk assessment and recommending your insurance options, to ongoing support, policy renewal, and claims management, Rothbury North Harbour can manage the entire process to help ensure the best outcome.

Personal service and quality advice from locals

When businesses are already vulnerable, unexpected losses, financial headwinds and accidents can make it difficult to keep the doors open. That’s why it’s so important to insure your business to

The Vero Insurance Index shows that SMBs that make claims through a broker are more satisfied with the claims process than those who buy their insurance direct. In fact, 72 percent of broker clients who made a claim were satisfied vs only 37 percent of direct claimants. When you need to claim insurance, it’s best to have an expert in your corner to advocate on your behalf with insurance companies. Rothbury has a dedicated local claims expert to manage your claim from beginning to end. Not only does this save you time but means you can focus on getting your business back on its feet.

Your business is unique, and so are your insurance needs FOR A SECOND OPINION, CALL ME TODAY Garry Bray | Commercial Broker P: 021 0818 9329 E:

If you’ve been thinking about getting a second opinion on your business insurance, it’s time to call Rothbury Insurance Brokers.


M A R C H 2022 F Y I

How global logistics is ensnared in ‘a worldwide catch-22’

“I’ve been involved with freight logistics for more than 30 years, and – along with about 90 per cent of the people I deal with – we have never seen anything like the global situation now.” ANTONY LEVERIDGE IS one of Business Hong Kong to New Zealand. By July North Harbour’s property owners and the 2021, that was up to US$6,500, and now director of local company, Orca Logistics. it’s around US$9,000 or more depending He shared his insights with FYI to shed on which shipping line is used.” Moresome light on challenges being faced by over, Asia freight rates are currently only the entire supply chain, from manufacfixed for a 15-day window, meaning that ture to final delivery. most bookings have to be made without Pre-2019, there were predictable peak seasons (e.g., just before lunar new year or the lead into Christmas) when Counteracting the challenges the volumes coming out of Asia would requires “five times the increase, placing pressure on shipping lines and creating space availability amount of work” and some issues. That’s now the continuing reality; innovative thinking. Singapore is a known choke-point, with transhipment delays of up to eight weeks being experienced. knowing the final cost to the client. When “From some ports and countries, you bookings do proceed as planned, arrival might manage to secure a container dates have to be carefully monitored, booking six weeks out, but as the shipping line’s online ETA there’s no guarantee it’ll evencan differ from Ports of Aucktuate,” Antony explains. “We land’s vessel berthing date. recently had a booking out “They can sometimes vary of Los Angeles cancelled by as much as 14 days.” for a sailing just 48 hours Counteracting the chalprior to empty container lenges requires “five times release. The reason from the the previous amount of shipping line: ‘over-booking by work” and some innovative An e thinking. “It sounds ridiculous tony carrier and capacity constraints Leveridg at port’.” but, because empty general-purpose Shipping costs have increased expocontainers can be in such short supply nentially, by 500 to 600 per cent over or so highly priced in some countries, the last few years. “In 2019, it cost about it could be better value to use refrigerUS$900 to ship a 40ft container from ated containers for ambient goods.” This 20

is because, at certain times of the year, shipping lines look to reposition refrigerated containers back to New Zealand for dairy, meat, and produce exports. “Vessel bunching”, when several boats arrive simultaneously, is another issue. “The ports process the vessels as fast as they can, but a sudden influx of containers will have a knock-on effect for trucking. If the containers aren’t removed from the port quickly, the client could end up incurring demurrage charges at the port.” FAK (Freight All Kind/LCL) container unpacking depots typically used to have cargo available three days after the container discharged the vessel. “Today, it’s between seven to nine days, and the effects of Omicron will likely push this out further.” The good news is that Antony can see some glimmers of positivity as shipping companies reinvest in bigger, better vessels with greater capacity and improved fuel efficiency. “These don’t just pop up overnight. We think we’ll see these start to come online from late-2023.” With the government reopening borders to international travellers, this should also help as air travel resumes. “More airlines coming into New Zealand should ease some of the pressure on airfreight and, hopefully, air freight rates will consequently decrease,” he says.

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The North Harbour community where the only limit is your imagination! JAMES AND GERALDINE Smeal have a long-standing love of board, card, and dice gaming. Hobby Games at 7G Triton Drive is their way of sharing that passion with the local community. “Growing up, we always enjoyed Monopoly, Mouse Trap, HeroQuest, and many card games,” says James. While the world of board gaming has been changing over the last 30 years, hobby board games have only recently gained mainstream popularity and attention. “We wanted to provide a place where people of all ages and gaming experience can browse through our

"Gaming is a great social activity. We've also found gaming to be a great – and fun – way to assist in teaching our children maths, reading, and plenty of social skills." catalogue of games and chat with us about them.” During Covid lockdowns, James observed a couple of trends. “We have definitely seen an increase in jigsaw puzzle sales; it does seem to be a lockdown favourite. Along with this, we’ve seen a sales increase in the number of solo games, as people are wanting to get away from screens for relaxation.”

Furthermore, at a time when there’s been more reliance than ever on digital devices, Hobby Games has helped people enjoy that much craved-for faceto-face interaction. Observing the appropriate health and safety protocols, Hobby Games hosts Friday Night Board Games. “We generally have between 15 and 30 people come along, in groups, with family, or by themselves, to play games and socialise with other gamers from

throughout Auckland,” James explains. And there really is something for everyone! “We have a library of over 400 games available to play in-store during these events.” Hobby Games Facebook @HobbyGamesNZ Twitter @HobbyGamesNZ Instagram hobbygamesnz



M A R C H 2022 F Y I

Many of our clients have heard of the book “How to Win Friends and Influence People”, and then find out we’re a training company who for more than 100 years have been using the Dale Carnegie principles, our ISO certified training model, techniques and expertise to change the lives of people, teams and businesses around the world. REGARDLESS OF THE size of your organisation, we’re committed to delivering innovative and industry leading leadership and professional soft-skills development, focused on achieving a sustained positive change in attitudes and behaviours. The outcome driven focus is one that will positively impact on your culture, your people, the business’ productivity, performance and bottom line. The team at Dale Carnegie NZ & Pacific is proud to coach and support local businesses of all shapes and sizes to navigate success and thrive in these changing times. We also partner with local and international agencies to help our clients, local businesses, and partners (where eligible), to access

grants or support that may be available to assist in their development. For Business North Harbour members we have a unique offer for our upcoming world renowned Dale Carnegie Course, simply contact us and quote the details in this ad to enjoy the discount rate specifically for members of BNH. We’d love to hear from you if you are interested in finding out more around how Dale Carnegie can create business results for your organisation or team! Simon Weakley

Director of Sales and Training Dale Carnegie New Zealand and Pacific Mobile: 027 589 2401

Communication is key! WHEN THE COVID-19 crisis first erupted, businesses across New Zealand were plunged into the uncertainty of how to navigate through such unprecedented times. Businesses have spent the last two years implementing workplace changes in response to the everchanging landscape and this has required employers and employees having to adapt to new ways of working. Many employers have introduced remote working to keep the business wheels turning. Yet, switching to remote working can often lead to a disconnect between an employee and employer with differing levels of expectations between the parties. The issue is simply a lack of communication. Remote workers often feel isolated from their team and are unsure of workload expectations. Whilst those who work on-site can feel trepidation around any health/safety risk and some even feel embarrassed about being asked to disclose their vaccination status before returning to work. Likewise, employers are not sure what parameters to set for working arrangements, whether they can compel staff to be vaccinated and even find themselves worrying about produc22

tivity levels for those remote working. So how do the parties navigate this minefield? Well, the best way is simply by communicating with one another. Keeping in touch with your team is an effective way to manage both parties’ expectations. Managers should have regular catch-ups with their team to ensure everyone feels supported and to set work expectations from the outset. Similarly, employees should not be afraid to speak up if they’re unhappy in any way. Communication works both ways – in fact, it is a legal obligation posed on both parties. Employment law requires both parties to engage in good faith and the early communication of workplace concerns is key if the employment relationship is to remain on foot (important with today’s labour shortages). Work-related grievances could so easily be avoided if the parties just spoke about their concerns rather than opt straight for resolution via the more formal channels of mediation or the Employment Relations Authority which only destroys the employment relationship and puts both parties to expense and heaps of stress. Yet, we are

seeing an influx of cases which could so easily have been avoided just because the parties didn’t feel connected or able to engage with one another. As we are all now living and working in a “new normal” it is important that we all try to adapt to change. However, reactions to change can be different for everyone – there is no “one size fits all”. So, as business owners we need to accept that any change in our working arrangements may be easier for some to adapt to than others. The important point is to continually communicate with the workforce – make sure your managers stay in regular contact with their team (on-site or remotely) and encourage employees to come forward with any concerns. Sometimes issues can be resolved simply by sitting down and talking!

Emma Monsellier | Director 022 376 4977 2/40 Arrenway Drive, Albany, Auckland 0632


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Driveline’s SmartFleet: taking care of you, your team, and your business COVID-19 HAS BROUGHT to the fore initiatives and opportunities to rationalise business processes and look for ways to simply do things better. Vehicle maintenance and management is often relegated to a “will review when I get a chance“ -type operating expense, and mostly gets forgotten about. Clients continue to run everything to do with their company vehicles on simple old spreadsheets, potentially missing out on a wealth of information which is available when some critical analysis is undertaken from well-managed data. It is also quite rare to have a client fully recognise the fact that a company supplied car is as much a workspace as an office or workshop and has similar obligations under H&S legislation. So, do you know how much your vehicles are costing to run on a cents/km basis?

Do you have automated reminders sent to drivers when a WOF or RUCs are due? Do you hand on heart recognise a company vehicle as a workplace, and do you carry out regular inspections on those vehicles to satisfy current H&S expectations? Do you have any exception reporting presented monthly on fuel usage? If a driver lost their licence over the weekend and failed to inform you, how useful would a nice e-mail from us be first-thing Monday morning? If the answer is no to most of these then an integrated, straightforward fleet management programme that runs and reports on vehicle maintenance and expenses but also manages all

day-to-day administrative functions is something you should be looking at! Driveline’s SmartFleet cloud-based vehicle management solves all these challenges in an easy-to-use cloud and phone app, which is easily managed. Driveline

Ph: 0800 275 374 facebook Drivelinefleet

We’ve moved... for a sustainable future

Powered by Solar Energy. Supplied, installed and supported by local North Shore company SkySolar.

Now at 5-11 Parkway Drive 23


M A R C H 2022 F Y I

From now on, Consumer NZ will only recommend appliances that last IN THE MOST significant update to its products testing system since the 1960s, Consumer NZ is incorporating a lifetime performance score to help shoppers buy appliances they know will last. “It’s no longer good enough for products to just perform well when they’re new. We’re the first international consumer organisation to only recommend durable appliances that work well for a long time,” said Consumer NZ product test manager Dr Paul Smith. “This new test criteria have been a long time in the making. We haven’t thrown out our heritage. We still assess ‘as-new’ performance, but we’re now including measures of reliability, owner satisfaction and repairability,” Dr Smith explained. This new lifetime scoring system has been applied to washing machines and standard (canister and upright) vacuum cleaners on its website. The new scoring will be rolled out to other products, starting with large appliances, and only models that perform well and meet all three measures will be recommended.

The scoring change comes in response to manufacturers building products that don’t last and can’t be repaired – an unsustainable “take, make, waste” approach. “We need to see waste as a design flaw. Recycling is important, but it’s a last resort to divert materials from landfill. We need to create products designed to be repaired, reused and refurbished.” Consumer NZ has been running an annual reliability survey for more than a decade. Feedback from this survey drove the changes in test reporting. “Consumers have told us that appliances don’t last as long as they used to, and they are getting increasingly harder to repair. This means shoppers are paying for needless replacements, and the planet pays by another appliance ending up at the tip,” said Dr Smith. In the future, lifetime performance scores will also include repairability, which assesses how easy it is to repair a faulty product.

Get Sustainable Online THE SUSTAINABLE BUSINESS Network (SBN) has launched a new digital initiative to help small and medium-sized businesses kick-start their sustainability journey. Get Sustainable Online (GSO) is designed to be easy, affordable, and fast. It aims to provide all the tools and resources you need to build your own sustainability plan, along with the support of like-minded businesses throughout. The GSO programme is open to all businesses in SBN, and covers such topics as: • The basics of measuring, reducing,

and offsetting your business’ greenhouse gas emissions • Getting started on eliminating waste from your work • Sustainable purchasing and getting the best from your suppliers GSO members also receive discounts on SBN’s Starting Out On Sustainability workshops.

To see how you and your business can Get Sustainable Online, go to

Aotearoa’s EV fleet up by more than 50% in 2021 MINISTRY OF TRANSPORT figures reported by Autofile show the number of new and used electric vehicles (EVs) in New Zealand at the end of last year was 37,136. That’s an increase of 54.1 per cent on the previous 12 months. These figures include battery-electric vehicles (BEVs), plug-in hybrids (PHEVs) and heavy EVs (classed by Waka Kotahi NZTA as 12 tonnes and above). 24

A sharp increase in EV sales in the second half of 2021 followed the introduction of the government’s clean car rebate scheme. The 1,616 registrations in December comprised 1,267 new light vehicles, 339 used light vehicles and 10 heavy EVs. BNH member Advice First, which has its local offices in Parkway Drive, recently changed out its fleet of 20 vehicles to hybrids. Financial adviser George Allbury

says the move was part of the company’s goal to do what it can to support the environment and is aligned with other green initiatives. “We offer

socially responsible investing and are reducing paper use by investing in cloud-based systems to support our advisers’ advice processes and the client experience. “While the positive environmental impacts were front of mind for upgrading the fleet, vehicle running costs have also fallen significantly – which has been hugely beneficial as we see petrol prices continue to increase,” he observes.


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IT MIGHT SURPRISE some people to know that the greatest volume of waste in the Auckland region comes from construction and demolition, more than double the total waste from all household collections in the area. Auckland produces around 600,000 tonnes of construction and demolition waste each year. That’s the equivalent of 23,155 shipping containers. An average new house build produces 4.5 tonnes of waste, with materials worth more than $31,000 if they were saved rather than sent to landfill. To put it into perspective, you’d have to set your kerbside bin out weekly for more than 30 years to generate that much waste. Mark Roberts, Auckland Council’s senior waste planning advisor, waste solutions, says that qualitative research undertaken by the council to better understand sentiment towards waste reduction has revealed that any changes to the methods used to deal with waste need to clearly articulate the industry benefits, ensure external market structures provide the capability to act sustainably, and be backed by regulation. Contractors and builders are also wary of adding time, complexity, and risk to the project. The industry feedback also identified better practices for engaging the customer, designing the job site, and standardising materials to reduce waste.

Photo supplied by Auckland Council

Working together to minimise construction waste

For example:

• Work with designers to design waste

out at the initial stages of concept and planning the build • Encourage contractors to provide more than one option of pricing/services for waste management and let the customer decide • Ensure the contractor has a site waste minimisation plan to plan out and separate waste and to eliminate waste escaping from site • Offer multi-bin options that work for

small sites with a colour-coded system for the different types of materials • Work with suppliers to reduce waste on packaging • Create an on-site waste management mental shortcut system for staff and contractors to engrain positive behaviours easily, and introduce waste into induction and toolbox discussions. Find more info at construction-waste

A chance to reconnect with the environment “ECOFEST NORTH IS a chance to reconnect with nature and to reimagine our relationship with the environment.” It’s an annual community festival filled with environmental events, activities, workshops, and sustainable living actions. Individuals, groups, kids and whānau are all welcome to join in with the free and low-cost events, in-person and online. You can choose from a selection of events located across North Auckland, hosted by various organisations and individuals, enthusiasts, and experts. There are also numerous videos on the EcoFest website, including gardening docos, nature docos, and more than 80 films from the (sadly cancelled) Washington DC environmental movie festival. To get involved, go to



M A R C H 2022 F Y I

Kenina Court i s a chartered accountant and advisor with over 25 years of hands-on experience in both investment and business. Kenina is known for simplifying the complex, giving you practical and actionable advice, and strategies to achieve your financial goals and protect your assets. With her expert knowledge, Kenina is regularly invited to be a guest speaker at conferences and events. Our clients value Kenina’s pragmatic, practical and progressive approach.

PATHFINDER SOLUTIONS ARE chartered accountants and advisors bringing you a forward-focused accounting and advisory experience like no other, where you, our client, are at the very heart of everything we do. With our real world business and investment experience, we’re focused on helping you make the right decisions and that means looking beyond the numbers and always looking forward. With knowledge and experience broader than traditional accounting, we can give you strategies, options and information on which to make the best possible decisions. Yes, we’re accountants, but we know that the best advice comes from more than just the numbers, that’s why we offer a comprehensive range of products and services, including;

Tax & accounting

Optimal tax savings, cloud-based and efficient for your peace of mind.

Advisory that changes lives

The right game plan, and an experienced guide. Know which levers to focus on.


Richard Orsbourn i s a chartered accountant and advisor with extensive real-world business and commercial experience. As a former CFO and business leader across multiple business disciplines including IT and operations, Richard brings invaluable practical advice and strategies that go far beyond the numbers. Our clients value the depth of Richard’s experience which enables them to explore options through many different lenses.

Asset structuring for tax & risk reduction Structures that protect your assets, reduce risk and minimise tax

Support on tap

Contact us anytime for guidance and support when you need it. We’re here to help.

Pathfinder Solutions

Contact us today for an obligation-free chat. We’d love to help you. 09 869 2356

B U S I N E SS N H .O R G . N Z


B U S I N E SS N H .O R G . N Z


KC Legal joins forces with Turner Hopkins KC LEGAL IS delighted to announce the amalgamation of its practice with Turner Hopkins. Based in Takapuna, Turner Hopkins is a law firm with nearly 100 years’ service to the business community and residents of the North Shore and wider Auckland region. Kate Chivers of KC Legal is the newest principal of this renowned organisation, where she continues to focus on the property, commercial property, and private client areas of law. Turner Hopkins’ managing partner Michael Robinson is excited about the energy and experience that Kate and her team bring to the firm. “We’re a busy practice, growing apace. Kate’s breadth of knowledge gives us an extremely valu-

able extra resource, especially in these challenging times when our clients need stability and reassurance.” “Our two practices share similar methodologies and values,” Kate agrees. “Of course, KC Legal will still work for clients efficiently and cost-effectively, but this coalition means that they now have the added support network of Turner Hopkins’ expertise in the likes of immigration, family law, litigation, and commercial law. Turner Hopkins’ philosophy is always to put people first. Clients receive the timely and professional legal services whenever required, and the team’s commitment, experience, and commonsense approach ensure clients have the right information to make informed decisions.

“This approach and these values have, over the past 100 years, resulted in Turner Hopkins becoming one of Auckland’s most successful and highly regarded legal practices,” says Michael. “After all, our success is your success.” Turner Hopkins

400 Lake Road, Takapuna, Auckland 0622 Ph: (09) 801 0776 E: 27


M A R C H 2022 F Y I

Strong demand in the office market WHEN WE ENTERED the first Covid-19 lockdown two years ago, the sentiment was that the vacancy level in the office market would increase immensely due to businesses working from home. As employees adapted by setting up their offices at home and communicating through videoconferencing software, their resilience created a home/office environment that worked well. However, as the great philosopher Aristotle once wrote, “Man is by nature a social animal”. It became evident that, after the Auckland lockdown in 2022, even though businesses had good processes and communications in place internally and with customers, the demand to get back to the office is very strong. CEOs and managing directors have accepted that employees are productive and the work gets done. Still,

they have recognised that human beings are wired to connect with the importance of synchrony and team flow. Colliers has experienced a high level of leasing and purchasing demand. Here’s just a snapshot of some recent relocation transactions:

relocation objectives and become part of their journey (literally!) to new premises. We are definitely all social creatures. In particular, do come and support our local cafés and have a chat about the commercial market – the coffee is on me!

• Snap Fitness Mairangi Bay to 28-30

Constellation Drive (900 sqm lease)

• Ostralis Ltd and Napp NZ Ltd to units

in 59 Apollo Drive

• Tempo NZ Ltd to 33 Apollo Drive • Prosperity Finance to 112 Bush


• YG Financial Services and

Netcare to units in 17 Corinthian Drive, Albany

It gives me great pleasure when we can assist business owners meet their

Janet Marshall is a director at Colliers NZ’s North Shore office, a business mentor in BMNZ, and was awarded the Women In Property 2019 Award from the Property Council. Contact Janet on 021 684 775 or email


Banks less likely to lend following CCCFA changes THE CREDIT CONTRACTS and Consumer Finance Act (CCFA) is designed to help protect borrowers by ensuring that lenders keep accurate records of how they calculate the credit being offered and potential default fees. However, recent amendments to the CCCFA have prompted several news reports of how borrowers’ spending habits have been put under the microscope. Moreover, in a survey released by independent economist Tony Alexander earlier this year, 83 per cent of mortgage brokers questioned said that banks had reduced their willingness to lend. And, 52 per cent reported that fewer first-home buyers were coming forward for a mortgage.* Business North Harbour member, Glen McLeod of Edge Mortgages, has been assisting residential and commercial clients for more than 20 years. He concurs with the survey’s findings and says it’s vital that would-be borrowers 28

get organised in advance to put themselves in a strong position to obtain financing. As a starting point, he advises to:

• Be mindful of all spending •

for at least three months Try and minimise all short-term debt, and perhaps consider debt consolidation as part of your lending Seek advice from a financial adviser specialising in lending, and discuss what you need before you need it Have a plan in place for at least three months before you apply for funding (to enable spending changes) If you have a boarder paying cash, get them to start paying into your bank account – otherwise this will not count as boarder income Review all your financial commitments, including insurance and utilities. Can

you make savings, and are they fit for purpose?

“It’s very easy to listen to people’s stories and become fearful of the inability to obtain finance, “ Glen says. “The truth is that times have changed, and even a long-standing relationship with your bank manager is far less relevant now. Each application gets processed and must tick the boxes on the credit criteria. If it doesn’t, it will not be signed off.” * Source:


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As the Omicron outbreak spreads through New Zealand, it is imperative that employers take a pro-active approach to 2022 and ensure all legal obligations to their staff are met.

AT A M I N I M U M , A LL E M PLOY E RS S H O U LD : • Confirm that any roles within the business comply with the Government’s legislated mandate • Determine the risk profile of all roles

Working with Omicron: Employer’s legal obligations. DAVENPORTSLAW.CO. N Z

• Consider if any roles should only be carried out by vaccinated workers • Reduce the risk of transmission by considering, shifts, working from home and appropriate PPE Reduce the disruptions for your business this year by putting clear policies in place. Taking all reasonable, practicable steps to ensure the health and safety of your workers. If you are an Employer seeking Employment Law advice, get in touch with Bronwen and our Employment team.

0 9 8 8 3 44 0 0 BRO N W EN @ DAV EN P O RTS L AW.C O.N Z



M A R C H 2022 F Y I

Trust & Communication Builds a Business TRUST IS AN essential element to business success. When we feel trusted, we’re more likely to give more of ourselves and to feel a sense of loyalty and connectedness. Trust goes both ways. Employees want to trust that the business owner is doing the right thing by them, and the owner wants to trust that the team are doing the right thing for the business. Key to building trust is clear, consistent, and honest communication, and the sharing of information. No matter what type of business

you run, a culture of honesty and transparency is good practice. It can help to boost workplace morale and ensure that everybody is on the same page. Openness helps you to cultivate a thriving and productive culture that encourages teamwork. Developing open communication, and thereby trust, starts at the top. People ultimately want to be empowered to make smarter decisions. Smarter decisions are made when your teams share knowledge and understand the ‘why’ behind it.

(09) 973 1879

At Eclipse we hold 15-minute stand-up meetings every morning. The team share their successes, any roadblocks they have or support they need, and their focus for the day. As the business owner I share the big picture, reinforcing the part they all play in the success of the business. This open communication has nurtured collaboration and makes sure we are all moving in the same direction toward the same goal. Lisa Hill

Managing Director



16th JUNE 2022 0AM12PM, THURSDAY

Does your business require Job Cost specific accounting, ERP business software? Implemented by experts with over 30 years’ experience in dealing with Job Cost? Then look no further. phone: 021 753 222


Happy New (Tax) Year! Welcome to SBA Mairangi Bay! To date, we have helped 1,000’s of Auckland businesses and property investors get rid of their tax headache and focus on their business. So come visit us at Unit 9/83 Apollo Drive, or drop us a line! • Annual Financials • Monthly Accounting • GST Returns

09 421 1088

• Rental Properties • Payroll • Free Consultation

Accelerating success. Accelerating success.

For Lease



Green Star Standalone Building

+LJK 3URȴOH Building singage


Janet Marshall 021 684 775


Accelerating success.

For Sale/Lease

2A Rothwell Avenue, Albany $OEDQ\ 2ɝFH VTP RU VSOLW WR WHQDQFLHV 7KLV ZHOO SUHVHQWHG SURSHUW\ FRQVLVWV RI WZR OHYHOV RI DLUFRQGLWLRQHG PRGHUQ RɝFH VSDFH ZLWK D PL[ RI RSHQ SODQ SDUWLWLRQHG ȴW RXW SOXV OLIW DFFHVV It provides generous carparking and is well positioned within close proximity to main arterial roads, bus routes and motorways. • • • • • •

Competitive rental and outgoings (opex) 2SHQ SODQ DQG SDUWLWLRQHG RɝFH PHHWLQJ URRPV Total 913 sqm - can be split into two tenancies 35 carparks Large lunch room on each level Seismic Rating 100% NBS

Competitive rental

Open plan and SDUWLWLRQHG RɝFH

Janet Marshall 021 684 775

450 sqm or 913 sqm

35 Carparks

Mike Ryan 021 402 461

Call the Sole Agents for further information, Janet Marshall on 021 684 775 or Mike Ryan 021 402 461. Viewing by appointment only.

Colliers NZ Limited Licensed REAA 2008