NORTH HARBOUR BUSINESS ASSOCIATION MEMBER NEWS AND INFORMATION
Leveraging talent through training PG 18
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NZX: The latest framework
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FROM THE CHAIR
IN THIS ISSUE 3 4 8-10 11 12-13 14 16 18 20-21 22 23 24 26 27 28 29 30-31
From The Chair In Brief AGM 2013 Unitary Plan Update Local Elections Business Breakfast: Sir Ralph Norris Airports Matter Sector Focus Transport NZX Crime Prevention Events Google Analytics Property Nutrition Associate Members & Wine Club Gold Sponsors
GOLD SPONSORS 2013 trade colour print
Contact FYI Magazine General Manager - NHBA Janine Brinsdon firstname.lastname@example.org Editorial contact Elizabeth Devlin email@example.com Design Lewis Hurst firstname.lastname@example.org, 021 14 66 404 Printer Trade Colour Print email@example.com North Harbour Business Association
From the Chair
elcome to our final edition of FYI for 2013 and our sincere thanks for your support over the year. Our AGM, which was recently held at the Millennium Institute, was well attended by members and key stakeholders. It showcased our activities and achievements and financial results for the year ending 30 June 2013, the celebration of our 10 year Anniversary, the expansion of our membership base to over 4,000 business and property owners in the region and our updated 2013-2016 Business Plan. Your incoming Executive Committee Board encompasses a team of experienced business people and professionals who will add much value to our programmes in their planning and governance roles. My thanks also to our retiring Board members Les Probert, Brent MackwayJones, John Kerridge and Chris Baker for their contributions to the development and operation of NHBA over many years. We are looking forward to a period of consolidation at our larger scale of operations and to continuing to add value to our members and key stakeholders through refining and supplementing our core service programmes. On behalf of your voluntary Executive Committee Board and our operational team lead by Janine Brinsdon, we hope that 2013 has been a successful year for you and wish you all the best for 2014.
F4, 27-29 William Pickering Drive, Albany POÂ Box 303 126, North Harbour 0751 Office 09 968 2222 Web www.nhba.org.nz The opinions expressed in this publication are not necessarily the views of the publishers.The publisher does not Â endorse any person, company or organisation that advertises in this publication.
Warren Kitchin CA Dip NZIM Chairman WWW.NHBA.ORG.NZ FYI NOVEMBER 2013 3
Government sells $176 million of 4G spectrum, mulls over what to do with the rest The government has raised $176 million from selling the bulk of its 700 megahertz radio spectrum, flagged for fourth generation mobile phone use, and is still considering what to do with the remainder. Telecom Corp and Vodafone New Zealand, the country’s major mobile phone operators, each spent $66 million on three lots of 2×15 MHz spectrum while new entrant Two Degrees Mobile bought two lots of 2×10 MHz for $44 million, Communications Minister Amy Adams said in a statement. That left one 2×5 MHz block of spectrum, which the government expects to figure out what to do with in the coming weeks. The government can either let bidders compete for the remaining spectrum or retain the unsold lot and allocate it at a later date. “Overall this is a successful outcome for the auction that bodes well for the future of competitive fourth generation mobile services
in New Zealand,” Adams said. “While 2degrees has bid for slightly less spectrum than Telecom and Vodafone, internationally we have seen that 2×10 MHz is sufficient to run a viable 4G network and provide much faster data speeds to mobile customers.” The government put a minimum reserve price of $198 million for the spectrum, something privately-held 2degrees said was a premium to the $157 million spent clearing the radio waves in the switchover of analogue television to digital and the $119 million valuation attributed to the spectrum by the Treasury.
While some 4G capability is already available on higher MHz spectrum, the 700MHz range is especially well-suited to pushing fast mobile broadband into rural areas because it requires fewer repeater stations to achieve coverage. As part of the auction’s conditions, the mobile phone operators will have to upgrade existing rural cell sites to 4G capability within five years and continue to expand their coverage. That’s to ensure at least 90 percent of the country has access to a 4G network within five years. Scoop.co.nz
Nature, Nurture Or Neither? Are We Born to Be Fat, Brilliant, Sporty?
K geneticist and top selling science author, Professor Steve Jones (University College London), will be touring New Zealand 18-26 November to give New Zealanders the latest science on the nature/nurture question, especially as it applies to human intelligence, obesity, and sporting performance. On the question of intelligence, says Jones, “The idea of an in-born, set IQ is dead. Generally, we get smarter as we get older, and humans are getting smarter on average.” Professor Jones is in New Zealand as a guest of the Allan Wilson Centre, and the last in their 2013 lecture series, which featured Mark Pagel, Craig Stanford and Paul Ehrlich. Hamish Spencer, Director of the Allan Wilson Centre, which specialises in evolutionary biology, said, “We are thrilled to have one of
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Professor Jones has produced a number of award-winning books on biology and genetics, including Almost Like a Whale and his latest, The Serpent’s Promise. He is well known in the UK for his public communication of science through his many broadcasts on radio and television, his lectures and regular column in the Daily Telegraph. Professor Jones won the Royal Society Faraday Prize in 1996 and was recently elected a Fellow.
the world’s leading thinkers in the exciting and powerful field of human genetics. The role genes and environment play in the development of human characteristics is clearly a topic of great interest.”
Professor Jones’ lecture schedule: To reserve seats, or purchase tickets in Auckland go to www.allanwilsoncentre.ac.nz There will be door sales. Auckland Museum Events Centre, Monday, 18 November, 6.15pm (tickets cost $15/$10 for students) Source: Massey University
Cancer affects lives, Walk beside us at Relay For Life
Calling all Businesses Santa is Coming to Albany!
The Relay For Life season has launched across Auckland, and the Cancer Society are calling for people to sign up and walk beside them to fundraise for cancer. Every day, 55 families face the challenge of a cancer diagnosis, and Relay For Life is a chance to come together as a community, acknowledge the impact cancer has and fundraise to make the work of the Cancer Society possible. Join the fun and make a difference at Relay For Life, this coming March 29-30 at the Millennium Institute, North Shore. Relay has a fun, festival atmosphere, with teams fundraising throughout, enjoying competitions, entertainment, dressing up and having a great time with family and friends.
KidsCan is really excited to be preparing for this year’s Great KidsCan Santa Run, a major fundraiser, happening on 4 December 2013. This year it is promising to be bigger and better than ever as thousands of people, dressed in full Santa regalia, will take to the streets in 17 regions across the nation. For the first time ever, the Santa Run will be making its way to the North Shore with Albany Lakes introduced this year as a new venue supported by Awatuna Sea Scouts. The Santa Run concept is a simple 2-3km fun run/walk with each entrant receiving a
We are looking for Team Captains to rally their friends, family and work colleagues and join us at Relay 2014. Visit www.relay.org.nz for more information and to register your team.
free Santa suit (13 years+) and a goodie bag as part of their entry fee. Last year’s event attracted 3,500 participants and KidsCan are hoping to increase the number of Santa’s to over 5,000 this year. The KidsCan Charitable Trust is encouraging businesses, individuals, families and groups of friends to get behind the event. Participants
can run it, walk it, skip it, hop it – finish it however they like. KidsCan is a charity, located in Albany that supports the education of thousands of disadvantaged New Zealand children, in hundreds of low decile schools nationwide. By supporting The Great KidsCan Santa Run, your business will assist KidsCan to support NZ children living in poverty. To register for the Santa Run go to www.santarun.co.nz or for further information on The Great Kidscan Santa Run and other regions, please contact Brie Tawhaiat at KidsCan on 478 1525 or firstname.lastname@example.org
Every $1 invested in FYD * programmes = $7.15 return to NZ Help us Grow Great Kiwi Kids today FYD proudly brings you :
www.fyd.org.nz | 09 477 6237
Growing Great Kiwi Kids - Whakatipu Tamariki o Aotearoa *Infometrics report – Growing Great Futures – Whakatipu Tamariki Ora an independent 2012 study that found that every dollar invested in FYD programmes results in a long term benefit to New Zealand society of an estimated $7.15.
BY THE NUMBERS
25,000 people capacity in the North Harbour Stadium NHS website
free parks in the Constellation Drive Bus station ‘Park & Ride’ car parks www.maxx.co.nz
the median age of people living in the NHBA area 2006 census
6 5,670 teams playing in the Fast5 World Netball series
litres of paint to do one coat of paint on the Auckland Harbour Bridge www.teara.govt.nz
the year they removed the tolls on the Auckland Harbour Bridge www.teara.govt.nz
members of the NHBA Executive Committee www.nhba.org.nz
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You are invited to the latest ‘Auckland Conversation’ presentation Where will Auckland be in 2016, at the end of this new term of local government? What is the foundation that has been built for lift off? The keynote address will be provided by Mai Chen, Managing Partner Chen Palmer Public and Employment Law Specialists and Adjunct Professor in Commercial and Public Law at the University of Auckland Business School. Mai will discuss the transformation of Auckland Council in the last term of local government, consider what worked well in the last term and what needs to be changed. Mai will also consider the plans which are only just coming to fruition and are expected to exponentially progress this term. She will then ask: based on the platform established over the last term, where will we be in 2016? Key themes include affordable housing and the Housing Accord, the Auckland Unitary Plan, transport, the review of the role of the Council Controlled Organisations (CCO’s), demographic changes and the Council’s relationship with central government. Further details are below.
Save the date Date: W ednesday 20 November 5:00pm doors open (networking and cash bar) 5.30pm Dr Roger Blakeley, Chief Planning Officer, Auckland Council 5.40pm Keynote address - Mai Chen, Chen Palmer 6.20pm Q&A 6.45pm Doug McKay, CEO Auckland Council Venue: Lower NZI Conference Room, Aotea Centre, Auckland www.chenpalmer.com
Chairman’s Report Warren Kitchin
Welcome to our Annual Report for the year ending 30 June 2013, and Business Plan for the financial years ending 2014–2016. Our 2012–13 year was a milestone one for NHBA. We celebrated our first ten years of operations, and saw the expansion of this independently strong organisation. After two separate public ballots of members in 2012 and 2013 on both sides of the Northern Motorway, we have secured strong member support for our programmes and activities, creating a solid foundation for ongoing operations that are aimed at providing real value for our members. We now have an expanded membership base of over 4000 property and business owners, making NHBA one of the largest Business Improvement Districts in New Zealand, and have cemented a leading position in our business community. The 2013 financial year saw us meet all our primary performance objectives. Our financial result reflects a small operating loss after taking into account depreciation on our crime prevention and traffic safety CCTV camera network. We do not anticipate incurring such losses in the future with our increased membership income and focus on normal operations of advocacy, transport, crime prevention and economic development. Our focus for the three years ahead is to consolidate operations at our expanded scale, and maintain and enhance our relationships with members,
key stakeholders and sponsors. The aim is to provide a strong voice for our members and influence key decision-makers in matters that affect our region and our local business environment, and deliver programmes that are relevant and of value to our members. The budget for the 2014–15 financial year reflects our aim to utilise available funding from membership, key stakeholder programmes and sponsors to the maximum benefit of our members, and includes our new Business Capability Programme which will be rolled out in 2014. Many thanks to our members for your support, and to our voluntary Executive Committee and operational team lead by Janine Brinsdon, for their significant efforts over the past year.
the NHBA Executive Committee. Absent was Greg Frittelli.
Warren Kitchin CA Dip NZIM Chairman
The Year in Review
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Above: Members of
For full details of the Annual Report, Business Plan and AGM go to www.nhba.org.nz/agm2013
Left: Warren Kitchin presenting outgoing Executive Committee member, Les Probert, with a small gift of appreciation.
Commuters educated about transport options
Increase in bus patronage
WWW.NHBA.ORG.NZ FYI NOVEMBER 2013 9
Returning Executive Committee members
Warren Kitchin Enlightenz
Crown Business Services
Geoff Ashenden Vital Health Company Ltd
Greg Frittelli Insurance and Lending Group (ILG)
Janet Marshall Representing BioMag NZ Ltd
New Executive Committee members
Ken Paterson Partner Simpson Western Ken has been a partner of Simpson Western since 2011. Before joining Simpson Western in 2003, Ken worked for Deloitte in Auckland as a tax consultant and, while in London, two investment banks in their legal and compliance departments. He advises clients in all aspects of business and trust law, with a particular focus on private clients with business and commercial property interests. Ken’s motivation for joining the Executive Committee is to give time and support back to the members who have supported Simpson Western over the years. His strong relationship building skills coupled with core legal and analytical problem solving capabilities will enable the NHBA to continue to grow and remain one of the strongest BID districts in New Zealand for the benefit of it’s members.
Jenny Watson Clendons North Shore
Terry Zouch Brenden Rolston ActionMail
Heather Stonyer Unitec Institute of Technology
Area Manager Kiwibank, North Shore/ West Auckland Terry Zouch has been in banking in excess of 30 years. This has involved Senior Positions in ASB Bank – retail & small business, BNZ – corporate and more recently Kiwibank, where Terry is charged in
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developing the Kiwibank Business Banking brand and proposition for the North Shore and West Auckland region. Being part of the local business community, where Terry lives, is an opportunity to use his experience to develop strategies to support and grow local business. NHBA is an organisation designed to provide such support, banking enables business to grow and as such Terry is looking forward to using his experience to work with members to grow the North Shore business area together. With the increased membership joining the organisation earlier this year, along with expected economic growth predicted this is a critical time for business to establish or re-establish a strong foundation for future sustainability. As a member of the Executive Committee Terry is excited by the opportunity to assist in this critical area.
Tracy Meyer Managing Partner Bright Human Capital Tracy’s career began in Durban with an internship at the City Council while studying Communication Science and Behavioural Psychology. She then went on to complete a business management qualification and study HR Management and Adult Education – becoming internationally accredited with City & Guilds as a an workplace trainer and assessor, and Thomas Management International as a psychometric assessor. Having worked with Smith & Nephew for 5 years before launching her own multi-branch business, Tracy emigrated to NZ,
heading the Vital Training & Development division at the Auckland Chamber of Commerce. Bright Human Capital is a boutique HR consulting firm and services include technical sales recruitment, training, career development and HR strategy consulting. Tracy’s motivation to join the Executive Committee is her passion for supporting and future proofing business, inspiring commercial acumen and developing strategic partnerships. She believes the application of her skills will help fellow North Harbour business owners as they look to develop and invest in their human capital.
Rod Large Managing Director Fortune International Ltd Following a significant RAF and automotive industry career in the UK and NZ, Rod set up Fortune International Ltd in 1986. During the last 27 years, he has facilitated Leadership, Sales and Customer Service programmes with over 150 companies around the world. A frequent conference speaker and author of ‘The Other F Word’ he now consults to major clients, franchise companies and SME’s. Rod is a past Rotary President, and works to help parents and their children around the dangers of drugs and alcohol with his Positive Parent Programme. As one of the founding members of NHBA, Rod believes it is time to give something back and assist the organisation as it takes on more challenging projects over the coming years. With over 40 years in sales and marketing and
27 years in consulting and facilitating Leadership & Sales Development workshops, he believes he can provide the business experience to help keep members on the right track.
Dominic Sutton CEO – Pumpt Group Dominic is the Founder of Pumpt Advertising and the Director of Bestbuys, both based on the shore. Pumpt was created in 2003 and now manages integrated advertising campaigns for some of New Zealand’s largest retailers. Bestbuys is one of New Zealand’s highest circulating advertising media, reaching 860,000 homes each fortnight. Both businesses are focused on providing tangible results for clients. Dom enjoys dialogue with other business owners and assisting them with business growth. He has a university degree in Commerce and Marketing and is a member of the NZ chapter of the global Entrepreneurs Organisation. When not working he enjoys travel to hot places with cold beer, and anything that elevates the adrenalin levels. Dom’s motivtion to join the Executive Committee stems from his desire to evolve his governance skills and help our part of the country become a shining example of what can be achieved as a business hub. He takes an entrepreneurial approach to old issues. His personal approach is to agitate for positive change and seek real outcomes. He owns both properties and businesses in the NHBA area so is representative of the members in most aspects.
Unitary Plan Update The Proposed Auckland Unitary Plan was officially notified at the end of September and is available online www.aucklandcouncil. govt.nz/unitaryplan.
he plan may also be viewed at libraries and in council service centres. The formal submission phase now commences and will run until 28 February 2014. Changes made since the release of the first draft have been summarised in fact-sheets based on local areas and key topics, including residential zones, heights in centres, heritage and the Rural Urban Boundary. These changes are based on feedback from 22,000 people in the greater Auckland area, including your own NHBA, as well as decisions made by Auckland City Councillors. Improvements have also been made to the e-plan, which includes the rules, maps and a search function to find out what the plan proposes for a specific address. The first release of the Auckland Design Manual has also been launched online, www.aucklanddesignmanual.co.nz. The manual works as a practical companion guide to the Proposed Auckland Unitary Plan. It aims to help everyone from developers to homeowners achieve good design by providing the latest information on best practice processes and real life examples. During November Auckland Council will be running a series of information expos on the Proposed Unitary Plan that will include support sessions on how to make a formal submission. Following the five-month submission phase, there will be further submissions, hearings and appeals that will take place over the next three years. NHBA plans to actively canvass your thoughts and feedback for our formal submission on behalf of our members. Keep an eye out for consultation sessions and dates. If you have any questions regarding the Proposed Auckland Unitary Plan or the NHBA submission process, please give Janine Brinsdon a call on 021 212 4942 or email janine. email@example.comÂ
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Local Elections 2013 Update The recent Local Body Election saw low voter turnout across the country. Metro Auckland followed the trend with only 34% of those eligible to vote participating in the election. Auckland Council’s incumbent mayor, Len Brown, was re-elected for a second term. Brown’s 164,338 votes were well ahead of his nearest rival John Palino, who received 108,928. Local councillor Wayne Walker was also successful in defending his Albany Ward seat. He is joined by running mate John Watson; both are affiliated to ‘Putting People First”.
Left to right: Christine Rankin–MacIntyre takes her oath as a board member; Lisa Whyte takes the Deputy Chairperson Oath; Brian Neeson takes the Chairperson Declaration
Anne-Marie Horsburgh – Auckland Council Local Board Services, Lesley Sharp – UHLB Democracy Advisor, Joanna Glasswell – Auckland Council Communications and PR
Upper Harbour Local Board (UHLB) Inaugural Meeting 4 November 2013
orth Harbour Business Association was invited to attend this meeting, to witness the declarations of the re-elected UHLB members and their pledge to serve the community to the best of their ability. Upper Harbour is represented by very experienced politicians. Collectively there is in excess of 80 years experience across the six elected members. Their experience bodes well for effective lobbying and support on behalf of local residents, commercial property investors and businesses. The importance of a strong voice for local business was commented on by several members – and NHBA is delighted to be able to
DNZ Property Fund to add to Albany Development
s a result of the significant pick up in office leasing activity this year, NZX listed DNZ Property Fund confirms the time is right to proceed with the development of a planned new office complex at 39 Corinthian Drive, Albany. The design encompasses up to 3,700m2 of office space, with natural light to all four sides and plentiful car parking for tenants of up to one car park per 28m2 of office space. The building is targeting a 4 to 5-star green rating, as DNZ looks to incorporate ecologically sound sustainability features into the fit out, construction and operational aspects of the building. The office complex will occupy land between the two DNZ-owned office buildings at 33 Corinthian Drive and 51 Corinthian Drive in Albany, Auckland. Neighbouring tenants have banked on the location – literally! The 51 Corinthian Drive building accommodates Westpac Bank on two office levels and three medical tenancies on the ground floor. The 33 Corinthian Drive building is occupied by ASB Bank as its sole tenant. The properties are located near Westfield Albany and positioned close to the Corinthian Retail Centre which is set to be the locality’s central meeting place, providing convenience amenities including cafes and outdoor dining.
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An artists impression of 39 Corinthian Drive, Albany
DNZ’s latest project will be highly visible from the motorway driving north and very accessible. The sought after location benefits from good public transport infrastructure available to all parts of the North Shore and Auckland City. Signage rights will be available as well, offering huge exposure for any business. Construction is expected to commence in 2014. This timing will suit businesses planning to reconfigure existing space or to move to new space in about two years time – events often triggered by either an impending lease expiry or some form of organisational or cultural change requirements projected for the future.
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work alongside this committed and passionate elected body for the betterment of all. Six positions were available on the Upper Harbour Local Board, with nine candidates putting their names into the ring. The Upper Harbour Board members are:
• Margaret Miles • Brian Neeson • Callum Blair • John McLean • Christine Rankin-MacIntyre • Lisa Whyte The NHBA congratulates all the successful candidates and looks forward to working with them to help our region grow from strength to strength.
A brief introduction to each member: Lisa Whyte: She is passionate about Upper Harbour having served in local government for the past 9 years. She acknowledged the support of her family which enabled her to play such an active role across UHLB and Hibiscus Bays Board. Lisa is determined through this next term, to make sure North Harbour remains a great place to live, work and play. She has witnessed the high growth of the area
and through her experience is determined to get a greater share of Council’s investment and focus. Christine Rankin-MacIntyre: Christine acknowledged how precious the Upper Harbour area is. She accepts that the first three years under the new Regional Council structure did require some inward focus. But in this 2013-16 term is looking forward to holding Auckland Council accountable and will be stepping up to ask the hard questions. Brian Neeson: Brian is excited by the development in Hobsonville and the opportunities to business the Upper Harbour area delivers. He is committed to seeing the area forge ahead within the Auckland environment. Margaret Miles: Entering her 22nd year in local government, Margaret has enjoyed being part of the change of this area, from green-fields to what it is today. She sees her key role on the Board as looking after the community – keeping in touch with the grass roots. She acknowledged that a Regional Council structure does have many advantages; however it can also impact on the level of local liaison. Margaret’s ongoing commitment is to make sure the local community and issues are not overlooked. John McLean: 2013-16 will mark John’s 5th
term in local government. He sees the UHLB area as being on the cusp of growth. He accepts that there are solid building blocks in place, and the potential to create an exciting blueprint for others to emulate. John looks forward to championing wonderful outcomes for the area. John also serves on the Rodney Local Board. Callum Blair is the sixth elected member but was not present at the meeting. The appointments of the Chairperson and Deputy Chairperson were confirmed by vote at this meeting. The role of Chair will be shared over the three year period – as it was during the 2010 – 2013 initial term. Brian Neeson was appointed Chair from 4 November 2013 – 4 May 2015. Lisa Whyte will then become Chair from 5 May through to the end of the 2016 term. They will be each other’s Deputy Chairperson. For further information regarding the UHLB, its strategic plans and projects, please visit www.aucklandcouncil.govt.nz More about any of your local representatives can be found on the Auckland Council website: www.aucklandcouncil.govt.nz/EN/ AboutCouncil/representativesbodies/Pages/ Home1.aspx.
HamisH Nuttall, FouNder aNd Ceo oF NakedBus. massey mBa Graduate Hamish Nuttall says studying a Massey Executive MBA gave him the skills and confidence he needed to transform his idea into a successful enterprise that has revolutionised bus travel in New Zealand. Taught part-time on weekends, Massey is proud to have helped thousands of executives, SME owners and entrepreneurs achieve their business goals. Go to www.mbabreakthrough.ac.nz to read more about Hamish and other massey mBa graduates. CoNTACT 0800 505 825 | EMAil mBa.massey.aC.Nz
David Brook, ASB
Sir Ralph Norris
Creating Corporate Culture On Wednesday 16 October over 130 North Harbour business people and guests, gathered for the latest NHBA Business Breakfast at the North Harbour Stadium, sponsored by ASB Business Banking.
he guest speaker for the event was Sir Ralph Norris – current member of the Fonterra Board and previously CEO of ASB, Air New Zealand and Commonwealth Bank of Australia. The topic for the morning was Corporate Culture and Its Importance in Creating High Performing Organisations. Sir Ralph drew on his wealth of experience and shared insights on how to refocus an organisation’s people power to drive results and positive change. Sir Ralph has been involved in a number of high profile transformations. One that most New Zealanders can relate to is Air New Zealand. Over the past decade, Air New Zealand has changed from being a heavy, slow moving enterprise to the vibrant and innovative organisation it is today. This is due in no small part to a shift in culture, led by managers from the top down. Sir Ralph spoke of how this change was instigated particularly through the introduction of a rigorous perfor-
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mance management process and a revamp of IT systems, putting customers at the core. To quote Norris, a thriving business is all about the “people, people, people.” He says that success is about getting the right people in the right jobs, doing the right things and doing things right. He recommends managers take the lead and not be afraid of the tough conversations. He encourages managers to make performance reviews a priority. Too often reviews are swept under the carpet and the opportunity to give feedback is missed. He stressed the importance of these sessions as a chance to revisit strategy, objectives and employee fit. Norris also recommended that managers ‘front up’. As a rule, Norris would take the best 10 compliments customers have given the organisation and the 10 worst complaints. He would personally contact the staff members involved in the compliments and thank them for their great work – they would often be
A thriving business is all about the “people, people, people.” incredulous to receive a call from the CEO but in all cases, they were absolutely chuffed. For the complaints, he would call the customer to better appreciate the problem. He would then work with the employee’s line manager to understand why they have failed the customer and develop a plan to ensure it doesn’t happen again, often looking at processes and training. In summary, this was an excellent Business Breakfast full of useful and informative insight from one of New Zealand’s most successful businessmen. Thank you to Sir Ralph Norris for taking the time to speak at the NHBA event. Thank you also to ASB Business Banking for your generous sponsorship.
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Airports matter, and Auckland airport matters most to New Zealand
Guangzhou Baiyun International Airport
By Pattrick Smellie
ook around the world today and many of the world’s great cities are built around ports and great rivers: Hong Kong, Shanghai, London, Paris, New York, Buenos Aires, Sydney, Auckland. Before air travel, waterways and sea links were the most efficient conduits of international trade and the exchange of people. Today, while ports still define the wealth of many great world cities, airports are the currency by which the “hub” cities of the globe are judged. On various international measures, Auckland is one of the most liveable cities in the world. Problematically, a couple of the other top contenders are next door in Sydney and Melbourne. All three have strong airports, although Sydney is emerging as Australia’s global hub, with Melbourne running a poor second, while Auckland is emerging not only as New Zealand’s hub but as a pretender to grab some of the traffic that might otherwise route through Sydney. Its success in executing this strategy will be a major determinant in whether the smart, internationally diverse and engaged citizens we need and want to have living in New Zealand, let alone Auckland, will be as strong as it could be. That makes Auckland International Airport’s recent partial unveil of more detail of its plans all the more interesting. It is targeting levels of growth that, if realised, will make a big difference in binding New Zealand not only to China and South-East Asia, but also to India, and the powerhouse South American economies of Chile and Brazil. In a recent investor day, AIA explained in new detail its plans to create far deeper links with the airport at Guangzhou, the Pearl River Delta mega-city in China, where Southern China Air is headquartered. Guangzhou is hardly the most beautiful place – more a shrine to China’s sudden
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modernisation with the brown rivers, polluted skies and recently built motorways running through endless rows of high-rise apartments. It’s also close to Hong Kong, where Air New Zealand, Cathay Pacific and others have long flown links to Auckland. Crucially, Guangzhou is the headquarters of China Southern, a Chinese state-owned airline whose direct flights between Auckland and Guangzhou three to 10 times a week in just two years. AIA plans to make Auckland airport a “southern link” inter-regional hub for Australia and New Zealand for flights between China, Australasia and South America, routing through Guangzhou and other major hubs for China Southern such as Mumbai, Singapore and Kuala Lumpur.
Auckland is emerging not only as New Zealand’s hub but as a pretender to grab some of Sydney’s traffic. AIA likens the potential growth for air traffic from Guangzhou to the explosive growth experienced by Dubai as it emerged to be a global aviation hub in the first decade of the century, led by Emirates. “We believe we will see that happen even more rapidly with Guangzhou and China Southern,” AIA’s aeronautical commercial general manager, Glenn Wedlock, told BusinessDesk. The “southern link” strategy aims at “building premium value positioning in Europe/Asia”. While Brazil is already a major destination for Chinese travellers, most of that traffic goes through the Middle East, said Wedlock, with the opportunity to create a new route through Auckland to South America’s largest economy. China Southern also operates an extensive domestic network in China.
Meanwhile, the airport expects total arrivals to crack 4 million a year by 2020, with demand from BRIC countries the strongest source of new business. Compound annual growth from India is projected under three scenarios to grow between 7.3 percent and 11 percent, “more than the US, UK, and Germany combined,” AIA says, although traditional visitor sources would remain dominant by sheer numbers. Indian arrivals are projected to grow from around 30,000 annually today under a high growth scenario to 69,000 by 2020, compared to 228,000 projected arrivals for British visitors and 256,000 on the same basis for American visitors. Wedlock says AIA is not content with the traditional industry average target for New Zealand: to grab around 1 percent of total global tourist travel annually. AIA would push “aggressively” to outperform that rate of growth. China and Australia remain by far the most populous sources of new arrivals. The airport says its overall target is a 14.27 percent average annual growth rate between 2012 and 2020, or 191.75 percent growth in arrivals over that period in total as part of its mission to help grow both New Zealand tourism and the local economy. The attraction of New Zealand to Indian tourists suggests great untapped potential from a fast-growing, English-speaking middle class there. We rated well for many of the top five factors esearch showed was popular with Indian visitors: a safe and secure destination, world class beauty and natural environments, value for money, a romantic destination (important to the large honeymoon market), and family friendliness. For a city whose lifeblood is deeper connections with Asia, these strategies are not just about money, but our childrens’ and New Zealand’s future prosperity. BusinessDesk
HUGE RANGE OF OUTLETS go online for details
SATURDAY 16 NOV
Up-skill or hire-in? ‘Leveraging talent through training’ by Matt Love-Smith, General Manager ManpowerGroup New Zealand.
t’s no secret that we’ve seen some tough times here in New Zealand. The last couple of years have wrought tremendous change and many companies are still reeling. However, ManpowerGroup’s quarterly business survey shows that the employment outlook has been steadily strengthening, especially in the Auckland region. As confidence returns to the market there will be increased pressure on the labour market and demand for skilled workers. In this environment, organisations in Auckland will need to work harder to attract and retain key staff and build a competitive workforce in a tightening labour market. Training is a crucial factor in leveraging the talent that organisations already have and attracting talent from elsewhere.
New Zealand employment market update Employers should be wary of the unemployment rate as the only indicator of New Zealand’s labour market – it’s a blunt instrument for revealing the true state of the job market. ManpowerGroup’s 2013 Talent Shortage Survey found that there is an oversupply of labour and an undersupply of talent in particular areas. In fact, one in two employers (51%) in New Zealand is experiencing difficulty finding staff with the right skills. The Manpower Employment Outlook Survey asks 650 New Zealand employers if they plan to increase or decrease hiring in the coming quarter. Auckland’s results last quarter showed that although hiring outlook would fall slightly, the pace is expected to remain strong, sitting at +16%, above most of the 42 other 18 AUGUST 2013 FYI WWW.NHBA.ORG.NZ
countries that participate in the quarterly research. Australia, for example, recorded a Net Employment Outlook of just +3%. A sustained level of activity in the real estate sector is helping to generate confidence among business owners and fuel steady streams of hiring, which, in turn, is creating further activity in the economy. As we see New Zealand‘s market conditions becoming more bullish, we anticipate the unemployment rate will begin to fall next year as businesses follow the growth trends. On top of activity in construction and real estate, New Zealand is also experiencing structural changes to the economy, with the information technology and innovation sectors growing, while some traditional sectors, like manufacturing, weaken. As these changes take place, resources like capital, machinery and IT are no longer the most important resource. Increasingly, in a post-industrial society, it’s knowledge that is a key resource.
Leveraging talent through training Engaging new talent from local and overseas sources is an important part of building a workforce for many New Zealand businesses. However, competition for talent is also a factor. Employers have become accustomed to finding talent outside their organisation – which can be a risky approach in a talentscarce marketplace. The increasing activity in Auckland and Christchurch is going to put a huge amount of pressure on the local labour market, with the estimated need for workers likely to outstrip the available
Figure 1. Q4 Manpower Employment Outlook Survey results - Sector comparison
local talent pool. Training is the logical way to grow a sustainable supply of talent and allows organisations to focus on developing candidates’ relevant “hard skills” and fields of specialisation. ManpowerGroup’s advice is to use a mix of up-skilling internal talent and expanding your talent from within. We believe New Zealand employers should adopt a “build-versus-buy” mentality in order to grow your workforce. Organisations often feel they lack the resources to deliver or run programs and that training is too costly. However, there are a range of options that can make training efficient and effective.
Options Reaching out to Government and educational institutions to build collaborative partnerships is a good start. Understanding the programs and options available is the first step. Adopting an open and innovative mindset can lead to realising significant value, including increasing skills and productivity and reducing costs. The Building Skilled and Safe Workplaces progress report that was released last year by the Ministry of Business, Innovation and Employment is an opportunity for partnership. One of the initiatives ManpowerGroup have developed to support training across contingent workforces is the Training and Development Centre (TDC). The TDC is a blended eLearning initiative that bridges the gap between permanent and contractor workers, offering employees free access to
over 4,000 reskilling, training and development assets. This includes access to sophisticated management and leadership programs, through to MS Office refresher training and technical IT courses.
Workforce Trends There is a range of workforce trends which are changing the way we work. These trends include: a diverse and ageing labour force; the changing nature of work/life balance; a globally mobile workforce; and rapid evolution of technologies. It’s the responsibility of employers, candidates and industries and government to collaboratively refine the most critical skills and mindsets needed in today’s fastchanging workplace. Organisations must use flexible and adaptive workforce planning in order to attract, retain and grow talent in this market. Providing innovative, practical training programs is a crucial part of the solution. To upskill or hire-in? Currently the most prudent choice is a mixture of the two. There are great programmes available to employers to forge ahead in coping with talent shortages. Keep an eye on the changing nature of how people are working and remain open to achieving your staff goals through collaboration with education providers and your wider industry.
Top 5 Tips For Interview Candidates Be punctual : It’s better to be composed and calm rather than hot and flustered! Take the time to double check the location and arrange transport to get you there on time.
Be tidy: You may not need to be wearing a designer suit but ensure you are clean and tidy. Check your clothes in the light of day to ensure they are clean and ironed.
Be conservative: A job interview is not the time to “express yourself”. This applies to your appearance, political views, piercings and even tattoos; be noticed for your skills, attitude and ability to do the job.
Be prepared : Research the company, read the Job Description and have some relevant questions to ask.
Be enthusiastic : This is often over looked in an effort to be seen as ‘professional’. Let the interviewer know you want the job, smile, offer a firm hand shake and thank them for their time. Sarah Wilson: P: 04 499 8800 | F: 04 499 0955 | M: 027 223 3756 Rob Law Max Recruitment
Matt Love-Smith is General Manager of ManpowerGroup NZ Email: matt.love-smith@ nz.manpowergroup.com WWW.NHBA.ORG.NZ FYI AUGUST 2013 19
JUMP IN NORTHERN BUSWAY USE A uckland Transport (AT) have released their report on a Northern Busway study. AT commissioned Flow Transportation Specialists (Flow) to carry out the Northern Busway Monitoring Surveys in March 2013, to conduct analysis and reporting on the data obtained and to assess trends from the analysis of the 2005-2012 surveys. The report covers the five stations along the Northern Busway, namely: Albany, Constellation, Smales Farm, Akoranga and Sunnynook and the findings were presented in June of 2013.
Highlights from the report include: A strong tidal movement with boardings highest in the morning periods and alightings highest in the evening periods Boardings and alightings have increased significantly at the Albany and Constellation Busway Stations since 2012. The remaining three stations have had mixed changes but have generally decreased in both boarding and alighting activity. Boarding and alighting activities have increased by 9% across the five stations since 2012.
How people arrive at the stations varies greatly between the stations Albany Station 51% of arrivals at Albany Station were via Park n Ride. Drop-offs (Kiss and Ride) fell from 29% in 2012 to 23% while pedestrians fell from 14% to 9%. The report puts this down to the expanded Park and Ride facilities at the station. Constellation Station Constellation Station saw a much more even distribution. Pedestrians 27%, Park n Ride 22% and Kiss n Ride 18%. This is possibly attributed to the expansion of Albany Station. Sunnynook Station Sunnynook Station users are still predominantly pedestrian, with 51% on foot (down from 71%) with Kiss n Ride next with 21% the same as 2012. Smales Farm Smales Farm is fed largely by other bus routes. 67% make their way there by bus. The remaining arrivals are split evenly. Akoranga Station 42% of Akoranga is fed by bus, 27% by foot and 13% Kiss n Ride. 20 NOVEMBER 2013 FYI WWW.NHBA.ORG.NZ
Patronage on the Busway remains tidal with a southbound flow in the mornings and northwards in the evenings. Feeder routes have a major impact at Albany and Constellation Stations, a lesser impact at Smales Farm and little to no impact at Akoranga and Sunnynook. Daily patronage ranged from 7,779 at Albany to 19,933 at Smales Farm. Albany and Constellation Stations have significantly picked up patronage while the remaining three stations appear to have significantly declined since 2012. However, surveyors noted difficulties in estimating the number of passengers on each bus, citing the number of buses that did not stop in a station plus the presence of window tinting and window advertising preventing a count being made. Estimated daily use is between 18,100 and 22,200 users for the Northern Busway with the higher figure likely to be more accurate based on a 9% increase in boardings and alightings since 2012. Albany’s Park n Ride facility is at capacity between 8.10am to midday. Constellation Station is at capacity between 7:15am and 2:30pm.
Busway Incidents Busway incidents data do not lend themselves to decisive conclusions but there have been a number of serious incidents in the final three months and the time to clear the Busway increased from 20 minutes for much of 2012 to 45 minutes in the final six months. Serious Busway incidents are categorised by
• Emergency services are summoned to assist
• Actual or likely risk of physical harm or deliberate damage to property
Vehicle accidents Overall, it is gratifying to see a continued increase in usage for the Northern Busway and to see that the Albany Station extension has been put to use – relieving some of the pressure at more congested stations. More information on Transport in the NHBA area can be found on our website http:// www.nhba.org.nz/site/nhba-category/ transport-infrastructure or by contacting the NHBA Transport Spokesperson Brigid Rogers via firstname.lastname@example.org
Report Vehicle Accidents No matter where in the country you are, there will always be ‘black spots’ – areas where accidents occur more frequently or with more devastating results than other spots. In order to help identify the black spots in our North Harbour area and to help reduce the possibility of further incidents, it is vitally important that the police are contacted after each and any traffic accident. If the incidents are not reported, they cannot be rectified. Any accident in which injury occurs must be reported immediately. If no injury has occurred and all affected parties are in agreement, a Crash Report still needs to be filled out. A Crash Report will be emailed to you by phoning the local police station and requesting the Report. For accidents occurring in the NHBA area, the relevant police station is Parkway Drive Station. Add 09 477 5000 to your phone contacts. Creating a ‘map’ of high risk spots is extremely important in making the North Harbour business area a safe place to travel. Help make our slice of New Zealand a safer place by making sure every traffic accident is reported.
Improvements ahead On Tuesday 22 October, the North Harbour Business Association (NHBA) hosted the New Zealand Transport Agency (NZTA) and Auckland Council for a public meeting to discuss the proposed improvements to roads and transport in the North Harbour area.
arah Cronwright, NZTA Senior Transport Planner outlined a five part plan that would see significant upgrades to State Highway 1, State Highway 18, the Greville Road Interchange and the Busway. 1. Address SH1 congestion between Upper Harbour Highway and Greville Rd 2. Interim improvements to intersection of SH18 and SH1 3. Separation of SH1 from SH18 4. SH1 Greville Rd Interchange 5. Busway extension These upgrades have been identified as being of crucial importance. As such, the New Zealand Government has made the decision to significantly expedite the planning and delivery of the improvements. They are contributing $596 million-$700 million towards the project. The first component of the upgrade is due to start early 2014. Components 2-5 are subject to scoping and investigation works, which is expected to take place between April 2014 and December 2015 with a final project completion date planned for 2020.
The first component of the project has been developed to address congestion on SH1 North between Upper Harbour Highway and Greville Road. This will see a widening of the northbound motorway to three lanes to improve the flow of traffic on and off the motorway at these points. It is this work that will commence early next year.
NZ Government is investing $596M – $700M in North Harbour transport infrastructure. Component two of the project will include interim improvements to the intersection of SH18 and SH1 which will significantly reduce delays joining the motorway for northbound motorists. Component three will see a separation of SH1 and SH18 to further ease the flow of traffic between the two roads, along with a motorway to motorway connection between the North Western Motorway and the Northern
Motorway. This connection will join the North with the Western Ring Route (SH16). Component four addresses delays around the SH1/Greville Road Interchange and will see a reconfiguring of the current set up. Component Five involves planning and construction of an extension of the existing busway to better accommodate commuters to the North of the current facilities. Components Two to Five are in the early phases of planning; as such the sequence of works is yet to be determined. Whilst these improvements are essential to ease current congestion problems and better accommodate the growing transport needs in the area, the changes will also have an impact on local businesses and residents whilst the works are being completed. The NHBA urges all those affected to stay informed of the project so as to reduce any disruption. Feedback is invited at this early planning stage, please email email@example.com to have your say. Stay tuned to www.nhba.org.nz for updates.
NHBA’s Annual ‘Clean Up’ Fortnight We would like to thank Atlas Concrete, RCN Group, Green Gorilla and Recreational Services Ltd for supporting the NHBA inaugural Clean Up (8th and 21st September). Atlas Concrete hosted the NHBA After Five event, providing over 80 people with a rare opportunity to view and tour the Altas Concrete plant, and learn how they recycle our roads and pavements in an eco friendly manner. Margaret Miles, as chairperson of the Upper Harbour Local Board also spoke of the importance of such initiatives and the impact on business and the environment. Atlas Concrete NHBA After Five event
Thank you to ATC (Advance Training Centre) and North Shore and Glenfield Bunning teams who cleaned up local streets and reserves. The massive effort, prompted by Keep New Zealand Beautiful Week in September, resulted in six large sacks of rubbish being lifted from Northwood reserve. The teams from Bunnings concentrated their efforts on a stream running through the Reserve. Several choke points along the stream had collected large quantities of debris and removing it was made difficult by limited entry along the waterway.
North Harbour is considered a premium location for business and commercial property investment. NHBA is currently researching ways in which they can help their members keep their premises and environment clean and clear of recyclable rubbish. The solution will be collaborative and sustainable and will be announce early 2014. WWW.NHBA.ORG.NZ FYI NOVEMBER 2013 21
New NZX marketplace for growth capital
hree structural changes in New Zealand’s capital markets provide the opportunity for NZX to develop and launch a new, unique market for small and mid sized higher growth companies. Increased savings: there is a growing pool of money to invest, particularly from fund managers, but from a very broad range of investors New technologies: the internet has fundamentally reshaped how we interact as individuals and businesses, but is yet to be fully harnessed to connect investors and issuers Regulatory framework: the recently passed Financial Markets Conduct Act provides flexibility to create different, more targeted markets
By Tim Bennett, CEO NZX
this is a different market environment and the risk profile of the companies listed is different to other markets. To attract companies to the market, we’re developing simplified listing rules and offer documents that are shorter and more standardised. Sponsors, who bring companies to market, will be expected to provide advice to companies both during and after listing. To reduce cost and complexity for companies and increase the flow of relevant information to investors, we’re planning to introduce a new approach to disclosure to encourage more frequent, regular and relevant reporting. This will include quarterly key operating metrics
The problem A significant number of small and mid-sized New Zealand businesses need capital to grow to their full potential. They include smaller, high growth companies with scalable business models and regional or even global aspirations, along with more established mid-sized businesses with strong growth potential. At the same time, there are a large number of New Zealanders who would like to invest either directly or indirectly in these types of businesses. They are looking for investments with higher growth rates and appreciate that this comes with a greater degree of risk. They’d like to be like to be part of – to have ownership in – New Zealand’s success stories, and are dismayed when our best and brightest companies are sold offshore. But something is not working – the current market mechanisms are not effectively connecting the sources and users of capital. Companies struggle to get capital and investors complain that they can’t access these types of investments. At a macro level, our track record as a country is poor: we under invest in businesses and over invest in property and fixed income investments. As a result, we don’t invest as much as we should in capital and infrastructure, and our productivity as a nation is low relative to our OECD competitors.
New market structure NZX’s new market will target companies with market capitalisation of $10 -100 million with strong growth prospects that are either looking to raise new capital or create liquidity for existing shareholders. On the demand side, we’re targeting investors who understand the risk profile of higher growth companies. We’ll ensure they are aware that 22 NOVEMBER 2013 FYI WWW.NHBA.ORG.NZ
We’re developing initiatives to increase market effectiveness and drive liquidity.
as well as half and full year financial results, and a specific list of items that must be immediately disclosed. We’re developing initiatives to increase market effectiveness and drive liquidity, including market makers that will provide depth in the order book for retail investors and an expansion of NZX’s pilot research programme. And to ensure it is robust, reliable and cost effective the new marketplace will be built on NZX’s existing infrastructure; worldclass trading and clearing systems that are connected to brokers, registries, data providers, and are accessible to domestic and global investors. A number of the new features of this market depend on regulatory approval, which we are working towards achieving following the implementation of the Financial Markets Conduct Act, expected in April 2014. This is an abridged version of an article by NZX which originally ran in the New Zealand Herald.
Be Secure This Christmas
Cyber Internet Security is becoming more and more of an issue with scammers learning ways to catch businesses unawares.
recently reported scam is when Chinese supplier’s of NZ businesses have their emails hacked. The scammer reads the communications between both the suppliers’ and the NZ business until they have enough information. They then email the NZ business until they have reduced the chance of suspicions being aroused and an email is sent informing the NZ business of the change in bank account details. Excuses given for this include auditor’s requirements or bank issues causing the previous bank account to be unavailable. The changing of bank accounts is not unusual when dealing with Chinese suppliers and there is often nothing to alert the NZ businesses that they are being scammed. However it does highlight the importance of due diligence across international, and local, suppliers to ensure that they have quality measures in place to protect your data and confidential information. A recent article in the North Shore Times on this issue attracted a large response from businesses throughout New Zealand (including NHBA members) which showed the diverse range of businesses that have been targeted. It is important for businesses to be alert. Pay attention to email addresses, sometimes they change one letter, hoping that you will not notice. If you receive such a request from a supplier, confirm its legitimacy, preferably in person by phone or Skype, with
someone you already know, or by fax. If you have any doubts do not pay until you are sure. As this is an international crime it can be extremely difficult to get any money paid to the scammers returned. Another scam that is currently popular and that has targeted NHBA members is Ransom Scams. This is where scammers access your server or hard drive, down load a virus and encrypt all your information. They then request a payment of funds, stating on receipt of this that they will return access to your information, unencrypted. There is of course no way to guarantee that this will occur. The best defence from this scam is to ensure that all your information is fully backed up, then if you are targeted you can reinstall all your information. NHBA would like to take this opportunity to thank those businesses that have brought details of these scams to everyone’s attention, including Darren Shields from Wettie Spearfishing who has shared his experience through Fair Go and the North Shore Times. This is important as the first step to preventing this kind of crime is awareness. If you would like any support or advice you are welcome to contact the NHBA’s Crime Prevention Programme Manager, Anna Crane on firstname.lastname@example.org or on 968 2222 or contact NetSafe, www.netsafe.org.nz , phone 362 0972 or email@example.com.
We all need to be extra vigilant over the Christmas period. With a large number of people going on holiday, criminals often take this opportunity to target both residential and commercial properties that they find empty. It is important that you ensure that your business is fully secure; take this opportunity to check your security systems. Speak with your suppliers and ensure that your alarms have been serviced and that they actually do what you are expecting them to do. If you have systems working on timing devices ensure that these have been changed to take into account when your business will be closed. For your home, if you have a security alarm make sure that it is working correctly and that it is alarmed when you leave the house. Check all your locks and window latches are working correctly. Think about how to make your home look like someone is there. If you can, arrange for a house sitter. This is also a great time to get to know your neighbours. Together, everyone can look after each other, clearing letter boxes and keeping an eye on each other’s property. Seriously consider joining or setting up a Neighbourhood Support Group, as they are a great way to support your neighbourhood. Please contact the North Shore Coordinator, Jacquie Jarry, on 09 3530427 for further information on this. If you see anything suspicious, please do not hesitate to contact the Police on either 477 5000 or 111. Give us the opportunity to decide what is the appropriate response. For example, information about the car driving slowly down your street looking suspicious, the person looking for their dog that doesn’t seem to exist or that person that has never lived at your address can help us identify possible burglars. I wish you all a merry Christmas and a happy New Year. Senior Sergeant Andy King Youth & Communities Prevention Manager, North Shore | Waitematä District | New Zealand Police. Safer Communities Together WWW.NHBA.ORG.NZ FYI NOVEMBER 2013 23
Calling all Fishers Come join the NHBA and other fishing enthusiasts for the final Business After Five event in 2013
his is a great opportunity to network with local business people in a relaxed casual atmosphere. Along with drinks and nibbles, Mike Betts from Fish City is offering an additional 10% off the normal Club Card prices – that gives you up to 20% off some items! Mike has arranged a line up of speakers who will share information on Boat and Engine Preventative Maintenance and Soft Baiting and Slow Jigging. Please join us for what is sure to be an interesting and informative evening.
About the hosts Fish City is your one stop shop for a great day outdoors. The team are dedicated to providing great service, quality product and value for money.
They stock a wide range of fishing, shooting, boating and dive equipment and you can rely on their specialist staff for expert advice. They will help you select the product lines based on application for our NZ environment, making sure you purchase the right product for the task. Their Boat & Motor yard has new, used and their own range of custom built ‘FC Boats’ and a full marine workshop and parts department for back up service. At the NHBA After Five event, you will be able to register for the Fish City Club Card. These members receive; News, Product Info, Seminar Invitations, Discounts and enjoy a Recorded Sales History. Fish City also offer a Price Guarantee, show them the same stocked product elsewhere
cheaper and they will match it (Price Guarantee excludes Trade Quotes, Parallel Imports & Stock Liquidations.) www.fishcity.co.nz
Save the date
Date: T hursday 21 November 2013 Time: 5.30pm for a 6pm start Venue: Fish City, Cnr Rosedale Road & Triton Dr, Albany 0632 RSVP: by completing the online registration form: www.nhba.org.nz/events There is no charge to attend this event.
North Harbour Hosts Golf Championship
n a major coup for the North Shore Golf Club, the Club has been chosen to host the 62nd Toro New Zealand Men’s Interprovincial Championship on behalf of the North Harbour Golf Association. The Championship brings together the top 75 male amateur golfers from around New Zealand, allowing them to play for the pride of their provinces. The round-robin tournament pits fifteen provinces against each other. The fifteen teams are split into two divisions and each plays through six rounds and a bye. The tournament will run 3-7 December, 2013 with semi-finals and finals to be held on Saturday the 7th. This is the second time that North Shore Golf Club has had the honour of hosting the tournament. North Harbour last won the Championship in 2005 and will be working hard to bring the title back to the province. Keen eyes will be on the Bay of Plenty team who have dominated this competition in recent years, winning it three times in the past five years. Wellington
24 NOVEMBER 2013 FYI WWW.NHBA.ORG.NZ
• Progress boards will be situated at the cross over between the 9th and 18th holes, 6th tee and 14th tee. 2-3 people are needed at each board to record and relay by 2-way radio the progress scores for each match.
• Carry boards, (5) for the final on Saturday afternoon.
• Spotters to assist the referees at will also be looking to extend their record of 13 wins since the tournament first started.
Play Your Part The club is also calling for volunteers to help ensure the success of the day.
• Course preparation prior to and maintenance during the tournament in conjunction with the course manager’s team
• Starters are required each day to start the fields and handout scorecards, local rules and pin sheets.
designated areas on the course. The Women’s event will be held at Muriwai Golf Course the following week from 10-14 December. If you are keen to volunteer, please contact tournament organiser Peter Reid at peterr@ roof.co.nz with your name, email and telephone contact, days available and area of interest. There is also a need for 50-60 non-motorised trundlers for the week. Please contact John Wells at firstname.lastname@example.org if you have a trundler to loan.
He just hacked your computer system and he’s ready to party ... at your expense! Can you imagine his kind let loose in your system? Hack attacks on businesses are growing at an alarming rate. It’s not a matter of ‘if’ but when. There are ten reasons why you should have cyber liability insurance and here are two of them: 1. Data is one of your most important assets yet it is not covered by standard property insurance policies. Most businesses would agree that data or information is one of their most important assets. A cyber policy can provide comprehensive cover for data restoration and rectification in the event of a loss no matter how it was caused and up to the full policy limits. 10. It’s not just big businesses being targeted by hackers, but lots of small ones too. Cyber attacks are quickly becoming one of the greatest risks faced by smaller companies, making cyber liability insurance a must. It can help protect smaller companies against the potentially crippling financial effects of a privacy breach or data loss.
Call your broker now for the other eight and ask for IUA Cyber Liability Insurance.
*IUA does not provide financial advice, is not a broker and as such is not registered on the Financial Service Provider’s Register. IUA is not a member of a dispute resolution scheme. IUA acts as an agent for certain insurers and Lloyd’s underwriters. IUA is not an insurer and no name, title, trade mark, style, designation or description on this advertisement or in any documentation should be taken as representing or implying that IUA is acting as a licensed insurer.
Using Google Analytics Like A Pro Discover the tools and knowledge you need to measure your website effectively through Google Analytics.
In an attempt to help business demystify the statistics and help owners and marketers maximise the traffic to their website, Vaughan Reed from Labyrinth Solutions, shares with us some trade secrets. He guides us through the key elements of the Google Analytics dashboard and the key summary pages of analytics.
Google Analytics: the Audience Overview Upon logging into Google Analytics the Audience Overview provides some key measurements (as highlighted), ‘magic numbers’ and assess your website stickability. Visits – This figure will vary considerably depending on your industry and potential online market size. I recommend you set a clear goal of what you want your visits numbers to be for your business. Then talk with your website provider to put in place an action plan to achieve your goal. Low website traffic volume is the No. 1 priority to fix, so make sure; 1. Your website content matches what your target market is searching for 2. Your content is structured 26 NOVEMBER 2013 FYI WWW.NHBA.ORG.NZ
well enough to rank highly in search engines 3. You have the appropriate and adequate marketing avenues to attract visitors Page / Visit, Average Visit Duration & Bounce Rate – Assessing these three figures will define your website “stickability” – a term which implies your website relevancy and ability to retain your audience’s interest. Here is a gauge of where these values should be:
• For General Websites (promoting a company’s product or service) – ideally you want to see “Pages / Visit” at 3 and “Average Visit Duration” at 3 minutes.
• For Ecommerce and Information websites (i.e. blogs) you want to see “Pages / Visit” at 6 and “Average Visit Duration” at 6 minutes.
• Bounce Rate is independent of the type of website and ideally you want to see this around 30% or lower. Don’t be too alarmed if your bounce rate is higher than this, however if it’s over 40% you need to dig further to find out what
the contributing factors are so you can fix them. Note: the Bounce Rate is the percentage of people going to your site and viewing a single page before exiting. It does not factor in the visitors time on the page so this figure on its own is not a good indicator of traffic quality. It should be viewed in context with Page / Visit and Average Visit Duration. Mobile Visitors– Whilst still in the Audience section, have a look at your visitor stats from visitors using Mobile Devices. Use the Advance Segment feature so you can view all stats in relation to mobile visitors. 1. Click on the ‘Advance Segments’ button below the Audience Overview title 2. Within Default Segments, tick the box for: a) All Visits b) Mobile Traffic c) Tablet Traffic 3. Click Apply You can now view your website stats for Mobile & Tablet Devices versus all visitors. Note: For websites with mobile traffic above 10%, consider upgrading your website to support ‘responsive design’. This is where the layout of your website adapts
to the device it is being viewed from. To remove the filters, click on the ‘X’ for each filter below the Advance Segment button
Traffic Sources Click on Traffic Sources > Sources > All Traffic Here you’re looking at where your main source of traffic is coming from and how relevant (or sticky) the traffic is for each source. Look at the Number of Visits in context with Pages / Visit, Average Visit Duration & Bounce Rate.
Site Content Click on Content > Site Content > All Pages Look at the top ranked pages. And more importantly, you’ll want to look at the stickability of your top pages too. Remember, this is how effective these (top ranked) pages are at retaining your visitor’s interest. Look at your Pageviews, Average Time on Page and Bounce Rate to gauge the “stickability” of each of your top pages. Vaughan Reed, Website Strategist at Labyrinth Solutions www.website.co.nz
North Shore commercial property market heats up Janet Marshall, Commercial Manager in Colliers International’s North Shore office, discusses trends in the local commercial property market
he North Shore’s commercial property market is heating up, with a number of tenants, owner occupiers and investors increasingly active in the market as 2013 draws to a close. Many local companies are busy making decisions about relocating their offices, extending their existing premises or carrying out refurbishment work. Several businesses have shifted premises over the past few months, including Teknique Limited, Mirrorwave, Brian Spooner Chartered Accountants, Midas and The Automobile Association, with Vision Accounting Solutions Ltd – Chartered Accountants due to move late December. In addition, a new convenience retail development at 32 Constellation Drive has seen new occupiers opening in the area including The Coffee Club, Snap Fitness and Mexicali Fresh. Occupiers and investors are lining up to acquire quality office property all over the North Shore and investor confidence in the market is near record levels. Colliers International’s 2013 Auckland metropolitan office report shows vacancy levels falling, with office vacancy on the North Shore reaching its lowest level in five years. North Harbour has been a key precinct influencing the Shore’s reducing vacancy rate, where several smaller pockets of office space have been leased over the past year. With vacancy levels falling, we are advising tenants with lease expiries coming up to enter the market as soon as practicable. We are already witnessing lease incentives lessening and rents increasing. Prime rents
for the best-quality offices in Mairangi Bay are now approaching $300 per square metre according to Colliers research, although there are still lower-priced opportunities available in North Harbour. Commercial and industrial space in Mairangi Bay has been particularly in demand this year, with the suburb experiencing some of the lowest vacancy rates on the Shore. This is a reflection of the suburb’s convenient transport access, as well as its good range of highquality buildings which have proved popular with tenants looking for new premises.
Owner occupiers also active As well as increased leasing activity on the Shore, businesses that were previously tenants are now increasingly opting to own their own premises. The ability of companies to borrow up to 100% of a property’s purchase price is driving this trend, as is the increasing number of landlords looking to divest property that has been sitting vacant for a long time. There are several benefits businesses can realise through owning the premises they operate from, including the ability to modify the property to suit particular business needs, and ownership of a capital asset which can be borrowed against to fund future business growth. This demand is driving price increases, especially in the lower end of the market where there is significant uptake of office units priced under $500,000. Recent office sales to owner occupiers include Unit 2F, 5 Ceres Court, Unit I4, 59 Apollo Drive and 8/39 Apollo Drive in Mairangi Bay and 106E Bush Road in North Harbour.
Investment trends In the investment market, prime properties occupied by strong tenants on long leases are in hot demand and short supply. Prime offices (high-quality buildings which are always in demand from tenants due to their location and/or other desirable characteristics) are proving particularly attractive to buyers, with cashed-up and overseas investors active in the prime part of the market. The good news for buyers is the North Shore office market is still able to provide quality investment stock at better than 8% yields. Recent examples include units D3 and D4, 14-22 Triton Drive which sold for $1.6 million at an 8.25% yield.
New office developments Demand from occupiers and buyers has led to several new and proposed office developments on the North Shore. In Mairangi Bay, two new office design build projects are due to be completed in 2014: a 1000m2 office for Waitemata Health at 96 Apollo Drive; and a 1200m2 project for Web Drive Ltd at 78 Apollo Drive, following a deal brokered by Colliers International on behalf of Kea Properties. All the fundamentals are in place for the increased North Shore office market activity witnessed to continue. We look forward to a strong finish to the year. Janet Marshall Manager, Commercial Colliers International North Shore Ph 021 684 775 Email email@example.com
32 Constellation Drive
WWW.NHBA.ORG.NZ FYI NOVEMBER 2013 27
Eat your way to better brain power in 2014
By Cliff Harvey ND
As we take a break over the Christmas-New Year period, sometimes our good eating habits can take a break too. That’s not always a good idea!
ere are six quick brain-saving tips to help you think more clearly and get ready for a sharper, more productive 2014!
• Avoid sugar • Avoid flour products • Eat healthy fats • Eat lots of vegetables • Eat berries • Move more! (exercise has been shown to improve brain function more than doing specific mental exercises!)
Why eat less sugars and refined carbs? Experts are beginning to refer to Alzheimer’s disease as ‘Type 3 Diabetes’ due to the damaging effects of sugars and highly refined carbohydrates on the brain. Reducing the quantity of refined foods in our diet and increasing
the amount of good fats and antioxidants from berries and vegetables will allow us to eat our way to better brain function. For sugars and refined carbohydrate foods think anything ‘white’ i.e. flour, breads, cookies, crackers, cakes, pasta and potatoes. These foods rapidly ‘spike’ blood-sugar levels creating damaging inflammation in every cell and tissue in the body, particularly neurons in the brain. A rise in blood sugar triggers a corresponding release of the hormone insulin. Insulin helps cells to store glucose in muscle, liver and fat cells which returns blood-sugar levels to normal. Insulin is also inflammatory and causes brain cell damage. After a lifetime of high carbohydrate intake many of us become ‘Insulin Resistant’ (IR). Our constantly elevated blood sugar levels require a lot of compensatory insulin to be released. Over time we have to produce more insulin to get the job done. Think of the ‘hit’ you received the first time you had a cup of coffee – and how over time you came to need more and more caffeine to produce the same effect. The resulting situation is one of high sugar and insulin—both of which create damage to brain tissue.
About the author Cliff Harvey is a naturopath and registered clinical nutritionist. Over the past 15 years he has worked with many high-performing athletes competing at Olympic, world championship and Commonwealth Games level. He lectures on sports nutrition at Auckland’s Wellpark College and runs education programmes for trainers, coaches, naturopaths and nutritionists. He is a co-formulator for the NuZest range of natural dietary supplements. 28 NOVEMBER 2013 FYI WWW.NHBA.ORG.NZ
Sugars also contribute to the production of molecules called ‘Advanced Glycation End Products’ (AGEs). AGEs bind to cells, encouraging inflammation and are implicated in a host of conditions, from degenerative brain diseases like dementia, Alzheimer’s and age-related cognitive decline to eye problems, heart disease, cancer and diabetes. Reducing or avoiding sugar and refined carbohydrates protects against the production of AGEs and the inflammatory effects of the sugar-insulin cascade.
Why eat more good fats and antioxidants? We can also protect our brain by supplying it with its structural building blocks. Surprisingly these are fats! The brain contains a high proportion of DHA – the omega 3 fat found in fish oil and cholesterol (which has earned an undeserved ‘bad rap’). Eating healthy free-range eggs, beef and lamb (natural fats), as well as fish, oils and fats such as butter, ghee, coconut oil, macadamia oil, olive oil and avocado oil are all great ways to supply fuel and structure for the brain. These foods also limit inflammation and AGE production. Another way that we can reduce damage to the brain is to consume plenty of antioxidants from vegetables and berries (fruits may be too high in sugars for some people). If we liken the damage from sugars, insulin and AGEs to a fire, then antioxidants are the extinguishers that help to put it out. Antioxidants quench the ‘free radicals’ which damage healthy cells. They can’t stop all the damage, but they can reduce it – especially in combination with other good dietary choices.
Welcome to our new Associate members who have joined us since the previous issue of FYI magazine
New Associate Members Albany Senior High School At Albany Senior High School we nurture, inspire and empower each other to achieve highly and become good citizens. Research supports our view that students learn best when they feel valued and are actively engaged in their learning. Warm, positive relationships between teachers and students are essential for learners to thrive. Young adults learn best when they:
• Know what they are learning and why.
• Connect their learning to real life situations.
• Have multiple opportunities to build on existing knowledge.
• Examine and use new knowledge.
• Have time to reflect on their learning. Phone: (09) 451 9065 Fax: (09) 451 9209 Email: firstname.lastname@example.org Physical Address: 536 Albany Highway, Albany, North Shore City 0632 Web: www.ashs.school.nz
Bayleys North Shore Commercial – Devereux HoweSmith Realty Ltd Bayleys North Shore handles commercial, retail and industrial property sales and leasing in the thriving business sector of Auckland’s North Shore. Bayleys North Shore Commercial, a franchise under the Bayleys Realty Group, is owned and operated by Nick HoweSmith and Daryl Devereux. We
have been operating on the North Shore since 1997 with offices in Takapuna and a sales and leasing team of approx. 20 specialist brokers. Before you engage a company to sell your property or business, lease your premises, or undertake any other task related to a commercial property, you need to trust that company to do the job successfully. Bayleys North Shore can demonstrate an unrivalled track record to earn that trust. We look forward to the opportunity of doing business with you. Email: northshorecommercial@ bayleys.co.nz Phone: 489 0999 Address: 16 Northcroft Street, Takapuna Web: www.bayleys.co.nz
If you want to work with people as passionate about your success as you are, you’ll love working with us. Openleaf is a unique business and management consultancy based in Auckland. We work with people and businesses of all sizes, of varying levels of maturity, and across a wide range of industries to implement positive change. We thrive on working with people to help solve business problems and assist in decision making. We help businesses decide how to grow, how to innovate, and how to find positive solutions to challenges they currently face – whether these relate to finances, staff and management, operations, technology, or other areas. Email: email@example.com Phone: +64 (0) 9 600 2370 Fax: +64 (0) 9 600 2372 Web: www.openleaf.co.nz
NHBA Wine Club GEORGES MICHEL LA RESERVE MARLBOROUGH PINOT NOIR 2009 Finely balanced, complex and supple, the savoury palate reveals cherry compote flavours seasoned with fine French oak (13 months) leading to a long silky finish. RRP $33.00 NHBAWC $25.00
GEORGES MICHEL LA RESERVE MARLBOROUGH CHARDONNAY 2010 This La Reserve Chardonnay exhibits luscious aromas of melon and peach. Matured in new French oak for 12 months, the wine opens out to an elegant well-balanced palate with a lingering and classical finish. RRP $27.00 NHBAWC $18.00
GEORGES MICHEL LA RESERVE MARLBOROUGH SAUVIGNON BLANC 2010 Fermented and aged in 3 year old French oak barrels for 8 months with regular lees stirring, this wine displays subtle oak characteristics and a long lingering finish. The tropical palate showcases pineapple and gooseberry flavours with hints of capsicum. This wine is best enjoyed in its youth with some seafood, grilled chicken or pork or vegetarian dishes or, simply, on its own . RRP $25.00 NHBAWC $16.99
GEORGES MICHEL LA RESERVE MARLBOROUGH VIOGNIER 2010 Finely textured and well balanced, this refreshing style of Viognier has purity, length and weight. Eight months in new and seasoned oak barrels have produced a rich nose displaying subtle oak aromas which combine with the attractive lime and musky apricot fruit characters and finish with a long floral lift. RRP $27.00 NHBAWC $18.00 Minimum Purchase 6 bottles - can be one wine or a mix. Offer available whilst stock lasts. To order, e-mail firstname.lastname@example.org , ph 4153568 or call into store at the corner of William Pickering Drive & Rosedale Rd. Please Quote NHBAWC when ordering to ensure pricing. These wines are exclusive to NHBAWC, they are not available through supermarkets or other retail outlets. WWW.NHBA.ORG.NZ FYI NOVEMBER 2013 29
NHBA GOLD SPONSORS 2013
ILG Director Greg Frittelli (Left) with Charlie Meredith
BNZ Partners right behind New Zealandbusiness On behalf of BNZ, as a Gold Sponsor of the North Harbour Business Association, we’re delighted to continue our support of the North Shore’s diverse business community. Now, more than ever, the business community needs a partner that understands the business, and can help it through the economic ups and downs that can come our way. Our BNZ Partners Centre North Shore opened in 2009, and is part of a nationwide network of 33 world class centres across the breadth of the country. Our Partners Centre is a unique approach to business banking, unrivalled on the shore, and around the country. Through our centre we are able to offer our clients, and NHBA members, fully serviced, hi-tech facilities free of charge. Services include WiFi, phone and video conferencing, interactive whiteboards, complimentary refreshments, catering, and lounge areas with Sky TV. This means local businesses who cannot afford to invest capital in front office operations, or those who wish to invest in other aspects of their business, can use our centre as “their local place” to hold meetings and workshops, interview potential employees or give presentations to customers, suppliers and potential investors. Our team at Constellation Drive cover a range of specialized areas, and are empowered to make quick decisions for all situations. This means they can make on the spot decisions for business, with a truly on the ground understanding of the local environment. Whether it’s franchise, real estate or every day financial advice, our team of local specialists make the effort to understand our clients’ financial requirements, firsthand. To find out how we can help with your success, visit us today at 61 Constellation Drive, Candida Office Park, Level 3, Building 1, or call us on 09 415 3942. Senior Partner Sean Poulton on 09 415 3931 or Senior Partner Neil Craigen on 09 924 3893. www.bnz.co.nz 30 NOVEMBER 2013 FYI WWW.NHBA.ORG.NZ
Insurance & Lending Group Servicing businesses, family, and friends on the North Shore and beyond for 10 years. This year we are delighted to celebrate our 10th year in business working and meeting with so many individuals and businesses within our local community. A huge thank you for the support we have received from clients, staff, family and friends over the years, allowing us to achieve this milestone. ILG is a family owned and operated insurance brokerage based on the North Shore. Through our service, we provide peace of mind for our clients, as they know that in the event of any unforseen circumstances, they would still be able to carry on living their lives with as little disruption as possible. With an ambition to be the ‘Best Insurance Brokers’ in the world, we really have high expectations of ourselves to provide a service beyond what is expected of us. Not only do we want our clients to enjoy working with us, we aim to turn our clients into fans of ILG. Our values at ILG align with supporting the local community as much as we can. When we aren’t working, you will find us providing support and sponsorship to North Shore Golf Club, Carmel College & Art Fusions, East Coast Bays Cricket, PINC and STEEL cancer rehabilitation and North Harbour Hockey. If you would like to work with the ‘Best Insurance Brokers’ in the world, give us a bell and lets see how we can help you. We would love to provide a tailored service for your business and your family’s needs. Ph. 448 2092 Email. email@example.com Web. www.ilg.co.nz 6 76 Paul Matthews Road Albany, Auckland 0632 PO Box 303-192 North Harbour Auckland 0751
NHBA GOLD SPONSORS 2013
Pinehurst School Where academic excellence is only the beginning Located on park-like grounds in the heart of Albany, Pinehurst School is a world-class independent co-education school offering the University of Cambridge International Examinations (CIE) curriculum from Primary through to Senior College; a school where the journey to academic and personal excellence is sustained by a passion for learning and where the relationship between student, teacher and parent is paramount. Offering exclusively the CIE programme to all students, Pinehurst students regularly achieve top in New Zealand and the World in examinations. Year after year, the school achieves world-class results, topping the World in a broad range of subjects. This year, Senior College A Level students achieved an outstanding 99% pass rate. At Pinehurst the philosophy around pastoral care recognises that a successful education is more than academic achievement; it is
about providing the right environment where a child can excel personally, culturally, academically, and in sport. In providing the right environment Pinehurst places students into POD groups, supported by a POD teacher who stays with the group throughout their secondary education. These groups, made up of mixed year levels, meet each morning before classes commence. Pinehurst students dominate a large number of sporting codes further afield of Auckland including National and World titles. It is the school of choice for World Number 1
Women’s Amateur golfer Lydia Ko who is a senior student at Pinehurst. Capped at 850 students to ensure the sense of a smaller community remains, Executive Principal Ms Sherida Penman Walters avidly believes that only smaller schools provide the right nurturing environment where students can’t fall through gaps, giving students the confidence and a natural ability to believe that they “can do” and “can achieve”; hence the school motto, which is set around the school’s values of ‘proud of who we are, what we know and what we can achieve’. Pinehurst School is a proud Gold Sponsor of the North Harbour Business Association and welcomes members to visit Pinehurst for a personal tour of the School. For further information contact Heather Mills on (09) 414 0960 or visit www.pinehurst.school.nz.
Speedy Signs The way you present your business to the public, and identify your location and product, is crucial to your success. Speedy Signs Albany can help you create professionallooking, high-impact signs and graphics for your business.
Supported by a dedicated team, Chris and Tracey Cooke have overseen tremendous growth since they bought the business ten years ago. Chris’s primary role is sales and general management, drawing on his corporate sales and marketing skills gained in South Africa with The Coca-Cola Company. Tracey, a qualified teacher and computer trainer, looks after sales, production and administration. Speedy Signs Albany is part of the world’s largest sign franchise, which has just been voted the top sign franchise in the world for the tenth year running. There are over 1000 Speedy Signs stores in 40 countries – 23 in New Zealand alone. Each store is a full service sign centre, producing custom-made
visual displays and signs for every type of business. With a fast-growing client base, Chris, Tracey and the Speedy Signs team pride themselves on producing top-quality signage at a fair price, with excellent customer service. They produce internal and external signs, trade show and expo displays, directional and informational signs, building signage, OSH signs, and vehicle and boat graphics, as well as illuminated signage and neon. They also have full wide-format digital imaging capability, and provide a graphic design service.
To help with your planning, Speedy Signs Albany offers free site visits and quotes, and provides full colour proofs before your signs are made. All their work is fully warranted. They also offer a full installation service, locally and across New Zealand, and their national network allows them to complete projects for nationally represented companies. Look out for the sign at their premises at 68 Paul Matthews Road, just off Upper Harbour Highway. www.speedysigns.co.nz/Albany
Deals Done to date 2013
Deals Done Leases: to Date67 2013 office leases, 100 industrial leases, 22 retail leases Total: 18970leases Leases: 35 office leases, Industrial leases, 19 retail leases Sales: 99 sales for a total value of $163 million Total: 124 leases Sales: 69 sales for a total value of $99 million
OUT NOW Call 09 489 0999 for your copy
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Devereux Howe-Smith Devereux Howe-Smith Realty Realty Limited Limited Bayleys, Licensed Bayleys, Licensed under under the the REA Act Act 2008 REA 2008 16 Northcroft Northcroft Street 16 Street PO Box Takapuna PO Box 331541, 331541, Takapuna Auckland 0740, Auckland 0740, New New Zealand Zealand Tel: +64 Tel: +64 99 489 489 0999 0999 Fax: +64 Fax: +64 99 489 489 0990 0990 firstname.lastname@example.org email@example.com