1. In this issue: PACK & SEND’s Australian
Franchisee of the Year for 2014/15
Scott & Julie Curr
PACK & SEND Milton!
PLUS: Annual Conference Another PACK & SEND service centre achieves
$1 million sales Welcoming our latest franchisees
Issue 7 2015 | A magazine of PACK & SEND International
2. EXPERTS IN BUSINESS LOGISTICS.
PACK & SEND PROVIDES INNOVATIVE
SOLUTIONS TAILORED TO YOUR NEEDS.
THE POSSIBILITIES ARE ENDLESS.
4. Welcome to Connect
T
he PACK & SEND franchise network reported 4
consecutive quarters of record sales and profit
growth for the financial year ending June 2015,
buoyed by the increase in parcel and freight volumes.
Unquestionably, a big contributor to our record breaking
sales and profits is a result of the brand adapting to a
changing world where more goods are being sent than
ever before due to ecommerce.
Our FIRST CHOICE strategy, which was launched in July
2013, has placed a focus on giving our customers the
power of more choice – putting ourselves where they
expect us to be – in multiple sales channels with a vast
network of convenient Retail Service Centres, Logistics
Fulfilment Centres, Call Centre, Online Courier Booking
systems and Online Retail Integrations.
FIRST CHOICE ensures we live up to our brand promise
and that we adapt to the changing world. It also keeps
us focussed on what we do best - adding value to our
supplier freight services to ensure we provide complete
solutions for sending anything, anywhere.
FIRST CHOICE is ensuring we are never considered by
customers as being the ‘last choice’. That means we need
to ‘play to win’ rather than simply playing to compete. In
what is an increasingly competitive market, ‘playing to
win’ is a very important cultural change. The good news
is that we are clearly winning. As an example, the volume
of parcels and freight (kg) shipped by domestic express
services in July 2015 increased by 26.95% (over July last
year) and international express services (kg) increased by
42.74%.
However, with such strong growth, we must not become
complacent – but in fact shift into another gear of
innovation and improvement in order to stay ahead of the
curve. For the franchisor, that means continuing to invest
in the future with new technology and systems so we can
engage with more customers and leverage opportunities
in more markets. For the franchisee it requires staying in
tune with our rapidly changing world and fully embracing a
business that is committed to providing more choice and
solutions to customers.
We have always prided ourselves on never standing
still, ensuring we build a stronger and more competitive
company. This in itself is the reason we remain a strong
growing company after 22 years of trading.
PACK & SEND is in an excellent competitive position and
FIRST CHOICE will fully unleash the power of our assets
- creating a formidable force that will drive the value of
franchisee businesses to new levels.
Congratulations to all franchisees on the impressive sales
performance in the financial year 2014/2015.
Michael Paul
CEO
Pack & Send International
2 | Connect
5.
6. For franchisees and PACK & SEND staff wanting to
make the most of their opportunity for learning and
growth, the Friday of the conference offered a one day
training program featuring DHL’s award winning Certified
International Specialist (CIS) training program. This was
the very first DHL course made available specifically for
PACK & SEND. Franchisees and staff completing the
course left their day of training, not only with professional
accreditation in international shipping, but with a far
greater understanding of DHL’s brand and service offering.
By evening, newly certified PACK & SEND franchisees
and staff had a chance to let their hair down, enjoying the
opportunity to network with fellow franchisees and key
suppliers over a few drinks and canapés.
Beginning Saturday morning by combing through the
PACK & SEND supplier expo for the latest developments
and offerings, franchisees were soon launched into
high gear with the help of conference MC, Peter Thurin.
Peter brought real energy and enthusiasm to the event,
beginning the line-up with a question and answer session
with PACK & SEND CEO, Michael Paul.
When asked about PACK & SEND’s main areas of future
business growth, Michael singled out the rise of imports
and the yet untapped potential of ‘regular sender’
business clientele.
“We’ve been focusing on developing marketing tools to
get the message out to these ‘regular sender’ business
clients which presents an enormous area for growth,”
Michael said. “Programs such as Advantage Partner will
help us do this, as will the PowerSender tool.
“In five years’ time our business will be very different.
There will be more innovation and more new markets
being pursued,” said Michael.
In addition to his role as MC, Peter Thurin, founder of
Blackbelt in Excellence, author and international business
consultant, also shared many of his well-tried strategies in
delivering consistent excellence in business.
One of Peter’s main focuses was on attitude. By focusing
on opportunities rather than obstacles and barriers, Peter
says your new mindset can take you anywhere.
Growth, he says, comes from the simple things
that people could do but don’t do. Things such as
remembering your customer’s name (writing them down
helps – you don’t have to have the greatest memory) and
building closer relationships by showing a genuine interest
in your customer’s life. By phoning and connecting with
your customer, being more service oriented than your
competitors – Peter says you will be amazed by the
results.
“Sometimes it’s just the courage to get into the space.
How do you eat an elephant – it’s just one bite at a time!”
As well as doing the small things you can do, Peter says
that “to be the best, you must believe in yourself – and
you must do something about it!”
Jumping right into an example, Peter called for volunteers
to take part in a very entertaining and motivating
Taekwondo demonstration where wooden boards were to
be broken by hand.
Instantly ready to take the test, Faith Woodford (PACK &
SEND Darwin) was Peter’s first volunteer, with Scott Curr
(PACK & SEND Milton), Marie Murphy (PACK & SEND
Parramatta), and Tony Stamboulie (PACK & SEND Sydney
City 1) soon to join her.
P A C K & S E N D C O N F E R E N C E 2 0 1 4
F I R S T C H O I C E
OLD-WORLD CHARM AND ELEGANCE SET THE SCENE AT MELBOURNE’S
HISTORIC RENDEZVOUS HOTEL DURING PACK & SEND’S 2014 ANNUAL
NATIONAL CONFERENCE, ‘TAKING CARE OF BUSINESS’.
4 | Connect
7. With intense focus and the crowd’s energy behind
them, all four boards were rapidly split, and would-be
volunteers immediately envied their braver colleagues.
The day then moved onto marketing and innovation with
the next presenters being Percept Brand Design’s John
Corrie, PACK & SEND brand manager Lissa Becker,
and Operations and Innovation manager, Nicholas
Woodward.
In support of the development of ‘regular sender’
business clients, John Corrie presented the up-to-
the-minute PACK & SEND corporate and professional
marketing tools, while Lissa Becker unveiled the latest
national advertising campaign and local marketing
program. Tips Lissa offered on building relationships
with business customers on a local level included
effective ideas such as sending PACK & SEND branded
cupcakes on the customer’s first birthday. In looking at
the changing face of technology, Nicholas Woodward
noted how reviews on social channels have taken
over from Testimonials and, as a result, PACK & SEND
has now developed a consumer review template for
franchisees to send on to their customers.
Further development currently taking place in PACK
& SEND’s intellectual property was also revealed, with
Learning & Development/IP Executive, Tim Robinson,
introducing the company’s new version of PACKNET
for 2015.
With the commencement of the evening, pre-dinner
drinks soon moved onto a lavish gala dinner where
attendees enjoyed the hilarious wit of comedian, Dave
O’Neil. O’Neil buoyed the atmosphere to greater
heights in preparation for the highly anticipated awards
presentation – culminating in the announcement of
2014’s Franchisee of the year, PACK & SEND Milton,
and continuing on with dancing and networking into the
late hours of the night.
5
8. Entrusted with the task of livening up Sunday morning’s
program, Keynote speaker Chris Helder didn’t disappoint.
Along with his infectious drive and passion, Chris offered
the gathering powerful information on communication,
customer service and leadership and backed them up with
the tools to make the change.
According to Chris, only seven percent of communication
comes from the words we speak, while 38 percent is from
tone, and a huge 55 percent comes from body language.
In communicating with customers, Chris says changing
one percent of your behaviour can give you instant
positive results. More responsive body language such as
increasing eye contact (being present), smiling (makes
the other person feel good about themselves), gratitude
(thinking of what you have instead of what you don’t), your
energy level (a conscious decision), and posture (mirroring)
will make a big difference.
We each carry self-sabotaging behaviours which can
keep us from realising our potential says Chris, and the
secret of realising our potential is in creating momentum.
“What are the first seven things you say to start your day?
Are they positive or negative? These words will start your
momentum.”
Once you are committed to moving forward, Chris says
a simple timeline technique using his powerful ‘Sunset’
tool will help you realise your goals. This process helps an
individual focus on the ‘compelling future’ and become
aware of obstacles that can potentially stop them from
reaching their goal.
To make use of this technique, he says you need to
look two months into the future at your Sunset/goal and
imagine you have what you want. Once you’ve done this,
ask yourself, “What did I do to make that happen?”
Keynote speakers moved on to interactive sessions where
seasoned franchisees shared their experience with the rest
of their colleagues.
PACK & SEND Auburn franchisee, Munira Mangerah said
you really need to get to know your customer – what
they like and need – and to make use of technology to
be efficient, while the focus of Tony Stamboulie (PACK
& SEND Sydney City 1) was on corporate customers:
“Business customers offer big business,” said Tony. “Once
you get them, they’re the base for the growth of your
business.”
The interactive session ended with PACK & SEND Canning
Vale’s Brad Witheridge highlighting the benefits of PACK &
SEND’s online service, saying it’s an asset to the business.
Price options and convenience, he said, are better than
saying we can’t help you.
“Our short term goals need to be identifying the retail
customers and online customers … the long term is to be
number one in the country and to keep growing.”
6 | Connect
9. Some customers, said Brad, are in a grey area; you need
to decide which is the best service for them.
Online sales, he said, currently pays for a quarter of his
monthly rent and the goal is for it to pay for all his rent.
Last keynote speaker to the podium was Michael Griffiths
from Referral Marketing Guru speaking on LinkedIn and
how to make it work for your business.
According to Michael, LinkedIn is a tool that is still highly
underused by many businesses.
Referrals, he says, are a much easier sell and include
a ream of avenues such as family, friends, associates,
clients, and people whose business benefits when yours
does. Other areas are networking groups, people who you
do business with, staff, people who’ve previously given
you referrals, and online platforms.
Once connected, Michael says ways to help one another
include inviting others to attend events, endorsing each
other’s services, nominating each other for awards, and
arranging a meeting on each other’s behalf, to name a few.
By becoming more active on LinkedIn (by becoming
the local hub), Michael says you will effectively get more
credibility, find new referral partners, have people that will
introduce you to their clients, and increase your circle of
influence.
It’s in your interest to find referral partners and train them
on what types of customers would be right for your
business said Michael. For example, you can tell your
referral partners, “When people say this … they would be
great customers of my business.” Do activities that keep
you front of mind. It’s important to meet regularly with
your network to strengthen your relationships. Organising
monthly drinks is one way of getting together.
Michael concluded by saying that to get the most out of
your LinkedIn plan, you must stay top of mind. Start by
re-establishing your connection to your network, attend a
networking event monthly and then solidify by finding three
referral partners that you don’t compete with but who do
similar things as your business, and finally, begin referring
to each other.
Following a short word on the growth of the New Zealand
network from New Zealand Master Franchisee, Matthew
Everest, the conference closed with an enlightening
address by Barry Smorgon.
And with that, the 2014 PACK & SEND Australian national
conference came to a close. Newly motivated franchisees
gathered to say goodbye and new and old colleagues
took their leave to return to their stores with batteries
charged, ready and rearing for the next chapter.
Taking Care of Business was ready to be applied!
7
10. Front row: Raman Swaminathan (PACK & SEND Crows Nest), Brad Witheridge
(PACK & SEND Canning Vale), Danny Hochberg, Debie Weiss and Craig Bennett
(PACK & SEND Kings Cross). Back row: Wayne and Maria Varkevisser (PACK
& SEND Chermside), Shankar Arunachalam (PACK & SEND Crows Nest), Des
Papac (PACK & SEND Balmain), David Manning (PACK & SEND Bendigo), Julie
and Scott Curr (PACK & SEND Milton), and CEO Michael Paul.
From left: Marc Henri (PACK & SEND Tullamarine), Mark Borchert (PACK &
SEND South Melbourne), Hank Han (PACK & SEND Mascot), Mohammed and
Munira Mangerah (PACK & SEND AUBURN), and Tony Stamboulie (PACK &
SEND Sydney City) with CEO, Michael Paul.
Awards presented by CEO, Michael Paul
Tony Stamboulie with CEO Michael Paul
Peter Gillberg and Dianne Lloyd
Maria and Wayne Varkevisser
Rick Orr and Susan Cooper
David Scicluna
Helena Hayes
SALES EXCELLENCE AWARD
SALES EXCELLENCE AWARD -
HIGHEST OVERALL SALES
RISING STAR
LOCAL MARKETING EXCELLENCE
TEAM PLAYER
RISING STAR
MARKETING COMMUNICATIONS –
CONSUMER SEGMENT
SALES EXCELLENCE AWARD
PACK & SEND Sydney City
PACK & SEND Belconnen
PACK & SEND Chermside
PACK & SEND Shepparton
PACK & SEND Surry Hills
PACK & SEND Liverpool
8 | Connect
11. Mohammed Mangerah
Julie and Scott Curr
Julie and Scott Curr
Tony Stamboulie
Mohammed and Munira Mangerah
Maria and Wayne Varkevisser
Tony Stamboulie
EXCELLENCE IN BUSINESS
DEVELOPMENT
FRANCHISEE OF THE YEAR
AWARD FINALIST
2014 FRANCHISEE OF THE YEAR
‘NO LIMITS’
FRANCHISEE OF THE YEAR
AWARD FINALIST
FRANCHISEE OF THE YEAR
AWARD FINALIST
FRANCHISEE OF THE YEAR
AWARD FINALIST
PACK & SEND Auburn
PACK & SEND Milton
PACK & SEND Milton
PACK & SEND Sydney City
PACK & SEND Auburn
PACK & SEND Chermside
PACK & SEND Sydney City
If you’ll not settle for anything less
than your best, you’ll be amazed at what
you can accomplish in your lives.
- Vince Lombardi
9
12. Globelink awards – Presented by Helen Somogyi, Chrystal Dalrympie, Rebecca Taveska and Kamila Brzezicki
Sear Insurance Brokers’ awards – presented by Shane Brady
DHL Express awards– presented by Janine Macauley
Anne and Andrew Dinnison
Danny Hochberg
Sharon Lomas
Tony Stamboulie
Sally and Shane Cole
Michael Gibbons
BEST INSURANCE RISK MANAGEMENT
- RUNNER UP
OUTSTANDING YEAR-ON-YEAR
PERFORMANCE
BEST RISK MANAGED FRANCHISE
OUTSTANDING YEAR-ON-YEAR
PERFORMANCE
HONOURABLE MENTION, BEST RISK
MANAGED FRANCHISE
OUTSTANDING YEAR-ON-YEAR
PERFORMANCE
PACK & SEND Unley
PACK & SEND Kings Cross
PACK & SEND Campbelltown
PACK & SEND Sydney City 1
PACK & SEND Melbourne City 3
PACK & SEND Glenelg
Hank Han Michele and Stephen Lawler Tony Mendico
HIGHEST NUMBER OF JOBS
THROUGH GLOBELINK
2ND HIGHEST NUMBER OF JOBS
THROUGH GLOBELINK
3RD HIGHEST NUMBER OF JOBS
THROUGH GLOBELINK
PACK & SEND Mascot PACK & SEND Brisbane City PACK & SEND South Yarra,
Store Manager
10 | Connect
13. Mark Borchert
Greg Parrish
Shiv Jagatia
Maria and Wayne Varkevisser
Faith Woodford
Hank Han
Mohammed and Munira Mangerah
OUTSTANDING YEAR-ON-YEAR
PERFORMANCE
OUTSTANDING YEAR-ON-YEAR
PERFORMANCE
OUTSTANDING YEAR-ON-YEAR
PERFORMANCE
OUTSTANDING YEAR-ON-YEAR
PERFORMANCE
DHL TRADE STAND LUCKY DRAW
PRIZE WINNER
OUTSTANDING YEAR-ON-YEAR
PERFORMANCE
DHL TRADE STAND LUCKY DRAW
PRIZE WINNER
PACK & SEND South Melbourne
PACK & SEND Tullamarine
PACK & SEND Bibra Lake,
Store Manager
PACK & SEND Chermside
PACK & SEND Darwin
PACK & SEND Mascot
PACK & SEND AUBURN
Success demands singleness of purpose.
- Vince Lombardi
11
15. “Even though we had been finalists before,” said Julie, “as
much as we wanted to win, we didn’t at all expect it. We
were up against some tough competition. I felt the other
finalists deserved to win as much as we did.”
But, having taken out the title, Julie said the affirmation
and acknowledgement from the group has meant so
much. “It keeps us motivated and focussed on running a
successful business.”
When asked about the mind-set they used to drive their
business forward, Scott said it was all in the planning and
follow-through.
“Set a goal and keep it in view,” he said, emphasising that
it needs to be assessed on a weekly basis to see where
you stand against your target – particularly when relating
to sales figures and net profit.
For example, Scott said that after attending their first
conference in 2011, they set themselves the goal of
winning the Franchisee of the Year award. “We even
asked Nicholas Woodward what we needed to do to
achieve it.”
When it comes down to the operation of your business,
says Julie, you need to do what you feel most driven
to do.
“Even though I’m the accountant, Scott
seems to be more focussed on the
numbers. I tend to focus my efforts on
looking at different ways of marketing to
existing and new customers.”
In support of their efforts, three things
have been a great help in getting Scott
and Julie where they are today.
The first is a good staff member
allowing you to take a break and
work flexible hours. The second
is a solid set of procedures
to keep the business running
smoothly. And thirdly – of
utmost importance – is good
communication.
“Among the three of us, we
all may need to work on the same job or for the same
customer, so it is of vital importance to give each other
updates allowing us to know what is going on for each
job in progress at any one time,” said Julie.
Looking back over their time with PACK & SEND, Scott
and Julie are in accord that the biggest highlight for both
of them was the winning of the Franchisee of the Year
award.
“When you plan on opening your own business, you
never really know if you’re going to succeed, so you keep
putting it off. My only regret is that we didn’t discover
PACK & SEND earlier,” said Scott.
Moving forward, the next step is to reach the $1 million
turnover– something Scott and Julie are itching to do.
And advice for anyone looking to replicate Scott and
Julie’s success: Just follow the system, says Scott. Treat
your customers as you’d like to be treated – service,
service, service!
AFTER FOUR YEARS IN THE BUSINESS –
AND TWO AS PACK & SEND FRANCHISEE
OF THE YEAR FINALISTS – PACK & SEND
MILTON’S SCOTT AND JULIE CURR SAID
THEY ‘HAD A FEELING’ WHEN 2014’S
FRANCHISEE OF THE YEAR FINALISTS
WERE BEING ANNOUNCED, BUT HEARING
THEIR NAMES CALLED OUT AS WINNERS
WAS ANOTHER MATTER ENTIRELY.
13
16.
17. MOTIVATIONAL TIPS
FOR BUSINESS
SUCCESS
WHEN GOING INTO BATTLE TO BUILD YOUR BUSINESS, HAVING YOUR MIND IN THE RIGHT HEADSPACE
IS THE MOST CRITICAL STEP TO TAKE. SEE BELOW FOR A FEW INSPIRING TIPS FROM PACK & SEND
CONFERENCE KEYNOTE SPEAKER AND MC, FOUNDER OF BLACKBELT IN EXCELLENCE – PETER THURIN:
PACK & SEND CONFERENCE 2014
Testimonial – Kings Cross
Hi All,
On behalf of all at PACK & SEND Kings Cross I wanted to thank you for an excellent conference.
I made the decision to close the store on Saturday and fund all my staff to attend with me, and
do not regret it at all. Between the odd yawn today, my team and I are pumped. We are meeting
tonight to summarise what we have learnt and look at how we can apply it to the year ahead.
We look forward to continued success with PACK & SEND and thank you for contributing to this.
Regards,
Daniel and Team
PACK & SEND Kings Cross
• Winners find a way.
• Action needs SMART goals (Specific, Measurable,
Achievable, Relevant, and Time-Framed).
• Whatever you are doing, ‘Be there’.
• If what you’re doing right now isn’t the best use of
your time, then why are you doing it?
• When you have a long term goal, it’s important to have
short term objectives that you can celebrate.
• You need structure – without it, your best efforts will
be a mess. You need to know where you’re going and
why.
• It’s all about the ‘1 percenters’. Show a genuine
interest in other people’s lives; when you start building
closer relationships people will favour you over others.
If a customer has a problem, genuinely listen, apply
yourself totally to helping them solve it.
• Success in life is linked to the following three words:
Learn, Apply, Habit.
• You must aim for perfect practice. If you’ve done the
work (practice), if you’ve been honest and tireless in
your preparation, you have nothing to fear. In fact, you
can show off on the big stage.
• Find your point of difference: What do you have that
makes you stand out/known for? How can you add
value?
• You cannot have success without adversity: Always
search for new solutions.
• Be flexible in your goal setting. Re-assess as you go.
• Examples of embracing change: In the situation of
a broken right hand, use this circumstance to vastly
develop your left hand skills. Direct change so that it
works for you.
• Before shutting down on something, ask yourself: are
you satisfied that you have done everything to make
it work? Find out if it’s you that needs to make the
change to achieve happiness.
• Be with people that believe in you. Not people who
squash your ambitions.
• Remember to believe in yourself: people are not
always right: J.K. Rowling had her original Harry Potter
manuscript rejected by 17 publishers before one finally
spotted the magic within those pages! A record label
executive famously told The Beatles, when they were
young, that ‘all guitar bands are out’; Elvis was fired
by a concert manager and advised to return to truck
driving. A modelling agency, in showing Marilyn the
door, suggested she learn secretarial skills or maybe
get married.
• Decide what’s important to you and then make sure
your behaviours reflect it. No real commitment shows
zero credibility.
• To achieve great results, you must have a solid
foundation: Preparation and then action.
15
18. K & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND C
K & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND C
What did you do before joining PACK & SEND?
Stephen and I met in management consulting. He has
been in the transport industry since 1993 and I was in
sales. His background is in accounting and mine is in
customer service and administration.
Why did you choose to join a franchise rather than
start your own business and why PACK & SEND?
We knew three franchisees who were doing really well
with their businesses. Financially, a franchise is a really
good choice: the financial outlay is minimal, and they
come with everything ready for you to hit the ground
running. We’re all on board with everything the company
sends our way. Advertising is already established, so
there’s no need to worry about that, and there’s also a
big range of suppliers, so you’ve got choices.
When we decided to go ahead with purchasing the
franchise, we were in the right place at the right time. We
just decided we were going to go ahead with it.
What excites you about the logistics/courier
industry?
For us, it’s the change. That’s the most exciting thing,
the complexity of the changes. The customer has
changed and their needs have changed. We’ve found
the radical changes and we’ve found things forcing
us to make change are some of the best parts of the
business, it encourages us to try harder and keep up.
The great thing is that PACK & SEND is running with it,
and that keeps us motivated,
In what ways does technology influence your
business?
Technology is a huge part of the business, it’s what
creates and drives our efficiency, but it also brings in
business. It’s the livelihood of the business.
The online self-service facility is something we’ve really
adopted. The PowerSender portal gives ‘regular sender’
parcel customers access to a free, easy to use book
and pay system. It includes transaction history, tracking,
and everything you need when you send packages,
so our parcel customers are able to do everything by
themselves, online. People just can’t go wrong if they’re
using the online book and pay service.
Having online systems in place has allowed us to move
masses of small items without us having to touch
them. It’s fabulous! Where else can you make money
without doing anything? Online is also about training the
customer. Once they get it right and working, they can
sail on their own.
As my daughter would say, you need to start reading
about all this disruptive technology!
CASE STUDY
•
CASESTUDY
•
CASESTUDY
•
CASESTUDY
•
E V O L V I N G W I T
10 YEAR FRANCHIS
WE RECENTLY PROFILED TWO PACK & SEND FRANCHISE OWNERS WHOSE COMBINED EXPERIENCE
WITH THE PACK & SEND BRAND IS OVER 20 YEARS!
THEY ARE PACK & SEND AUBURN AND PACK & SEND BRISBANE CITY.
IN A RAPIDLY CHANGING WORLD – A LOT HAS HAPPENED OVER THE LAST DECADE. SO WE ASKED THEM
A FEW QUESTIONS ON THEIR EXPERIENCE AND HOW THEIR BUSINESS IS EVOLVING WITH THE TIMES.
CASE STUDY 1
Franchise: Brisbane City, QLD
Franchisee: Michele and Stephen Lawler
16 | Connect
19. CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUD
CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUDIES PACK & SEND CASE STUD
CASE STU
DY
•CASEST
UDY
•CASEST
UDY
•CASEST
UDY
•
What is the best part of operating your own
business?
We work hard, and we reap the rewards. It’s been said
before, but the more you work the more you get back.
We have control of our destiny now, and we can actually
make choices for our family. We wanted our kids to go
to private schools, and we’ve been able to make that
happen. We’ve also hired a lot of uni students, and it’s
been really lovely giving them a chance to have a job and
seeing them flourish.
How has the business evolved in your time in the
company?
We started with the business 10 years ago. Originally,
everything was manual and took a lot more time. We had
to calculate all our quotes and consignments, and now
of course we’ve transitioned to new technology. It’s been
a really quick transition but something that I know we’re
all grateful for!
Another big change has been social media and online
marketing. Suddenly we’re out in the world letting
everyone know where we are thanks to social media.
Technology is the biggest change, it’s provided us with
more choices for our customers. PACK & SEND is
listening to what the customer wants, and we’re more
than happy to implement the changes.
Have you noticed an increase in sales and revenue
since introducing the online self-service?
Definitely. The move for the brand to go multi-channel
has seen our revenue increase across both sales
channels. Our Service Centre sales have increased by
31% in 2014/15 – and our Online Self-Service sales are
up by 273%!
Smaller parcels have made a huge difference to our
sales. Because of the ease of the online service, we
now have regular customers which has increased our
revenue, so we’re hyper-excited about it! It’s motivated
us in a broad sense in the business.
Additionally, if the customer doesn’t want to pay as
much, technology offers another avenue. If the customer
is budget conscious, we encourage them to look at
other ways to transport their package – why would you
want to lose the business by only offering the expensive
options?
How are you adapting the business to meet current
customer demands?
We changed our whole marketing approach so now all
our local marketing is reviews-based. We’re not huge on
social media – we have a LinkedIn site to connect with
businesses and customers – but the focus has been on
encouraging customers to review us, and we take their
feedback very seriously.
We also know that social media, reviews, SEO and online
connections will offer us much more business. Without
the internet we wouldn’t be growing.
H T H E T I M E S -
SEE CASE STUDIES
17
20. What did you do before joining PACK & SEND?
I (Munira) was in psychology. I’m of South African
descent and moved to Australia 11 years ago.
Mohammed is from a plastics and engineering
background. We were looking for a business opportunity
that offered a great work-life balance, so we could
have the best of both worlds. PACK & SEND allowed
us to play at our strengths, and we find that we learn
something new every day while still having time for our
kids. We joined PACK & SEND in July 2005.
Why did you choose to join a franchise rather than
start your own business and why PACK & SEND?
We looked at a few franchises before settling on PACK
& SEND. We thought franchises were a good choice
as the companies are already established and have an
existing reputation. The franchise we bought is close to
home so suits us well given we have a family.
What excites you about the logistics/courier
industry?
Every day is different. There’s so much variety in the
job, and we love taking on challenges – nothing is too
difficult. The logistics industry is constantly developing,
and it’s exciting to be a part of that change.
In what ways does technology influence your
business?
We have found ways to use technology to make our
lives easier. It’s just the two of us, as we don’t have any
employees. We use technology to make the business
more efficient, and to help maximize what we can do.
Almost everything is via email these days, which means
we can work remotely from home after hours if we need
to follow up on a job. The customer must know that
you are there for them, and we can always respond in a
timely fashion thanks to email.
What is the best part of operating your own
business?
We’ve found that we can create our own destiny thanks
to PACK & SEND. It’s good financially, but also provides
a healthy work-life balance.
How has the business evolved in your time in the
company?
We’ve been with PACK & SEND for 10 years. We
were both pretty young when we started out, and the
business has grown very slowly but very steadily. We’ve
had highs and lows, but ultimately we started small and
we’ve evolved as PACK & SEND has evolved. The brand
is much better known in corporate circles for its B2B
capabilities, and given we operate in a bustling corporate
area, we’re able to make the most of that reputation.
We’re growing with the brand and are not afraid of a
challenge.
Technology/online retail: How important is
e-commerce for your business?
It’s everything. For us, e-commerce has been an
absolute blessing because it’s given our customer more
choice. They can choose to come in store or book online
at their leisure, which has meant more business for us. It
keeps everyone happy!
Have you noticed an increase in sales and revenue
since introducing the online self-service?
We’ve had double digit percentage sales growth in our
Service Centre and with the Online Self-Service. Online
has been great for us because it’s introduced us to new
corporate customers. It’s also helped us build and foster
relationships with those clients that we may not have
otherwise met.
How are you adapting the business to meet these
demands?
The customer is always king: you have to be able to
adapt and make it happen for them. As a PACK & SEND
franchisee, you have strategic alliances with a multitude
of carriers giving customers more choice, but also giving
us more choice. The increase in demand is something
that we can manage well because of our alliances.
How is technology changing consumers’
couriering habits?
As a Service Centre, we’ve noticed that consumers
like the choice between booking their own items online
or using our expertise in logistics management and
professional packing to assist them. We’ve also found
that having new technology has attracted more small
and medium enterprises, and we’re constantly on the
lookout for ways to work with our customers more
effectively online.
CASE STUDY 2
Franchise: Auburn, NSW
Franchisee: Mohammed & Munira Mangerah
18 | Connect
21. NO LIMITS LOGISTICS | www.packsend.com.au
INTERNATIONAL
COURIER FREIGHT
PACK SEND is the answer for all of
your international shipping requirements
into and out of Australia.
At PACK SEND your goods will be handled by a team of highly
trained and experienced international air freight and sea freight
specialists. All of our Service Centres are accredited Aviation
Security Agents.
Our comprehensive range of international courier and freight
services includes:
• EXPORT SERVICES
• EXPRESS COURIER — PARCELS AND DOCUMENTS
• ECONOMY AIR FREIGHT
• SEA FREIGHT
• CORPORATE RELOCATIONS / REMOVALS
• IMPORT SERVICES
23. Randall Pam Pearce - PACK SEND Lonsdale, SA
Randall and Pam Pearce are the new owners of the PACK SEND Lonsdale service centre which they took ownership of in
June, 2015.
Randall comes from a background in business management, with his last position being with Scholle Industries Pty Ltd – the
manufacturer of creative packaging solutions for the wine, spirits and beverage industry. Randall’s former roll with Scholle
Industries was as a Senior Business Manager.
Mike De Jong and Dean Menzies – PACK SEND Rowville, Vic
Mike De Jong and Dean Menzies commenced operation of their PACK SEND Rowville business in July, 2015, following their
previous positions with Super Benefits Administration Pty Ltd.
Both Mike and Dean worked on the industry superannuation fund, First Super, where Mike was Chief Information Officer and
Dean held the position of Operations Manager.
John and Nicole Adamson – PACK SEND Miranda, NSW
John has come to PACK SEND with over 25 years sales and marketing experience in the transport industry, his last position
with Hunter Express as NSW State Sales Manager. John was also employed by TNT for over 20 years.
John and Nicole began operation of their PACK SEND service centre in March, 2015.
Michael and Rochelle Jamie – PACK SEND Penrith, NSW
Prior to ownership of the PACK SEND Penrith service centre, Michael spent two years as a Network Technical Lead for the
HP organisation which followed on from eight years with 3D Network as a Network Engineer. Michael’s background involved
the ownership and operation of an IT managed service business. Michael and Rochelle joined the PACK SEND brand in
September, 2014.
Sandra Mafrici – PACK SEND Box Hill, Vic
Sandra was previously employed as head of client services by Super Concepts Pty Ltd where she was involved in leadership
roles as well as the management and delivery of documentation, technical and accounting services. She has also worked with
the NAB in the position of head of Business Development and Operations.
Sandra purchased her PACK SEND Box Hill service centre in September, 2014.
Opposite page: 1. PACK SEND Lonsdale’s Randall and Pam Pearce with store assistant, Callum; 2. Mike De Jong and Dean Menzies – PACK SEND Rowville; 3. John
Adamson, PACK SEND Miranda; 4. Crystal Matthews, and Michael and Rochelle Jamie – PACK SEND Penrith; 5. Sandra Mafrici – PACK SEND Box Hill.
New Store
O W N E R S
GROWING THE
CONNECTIONS
PACK SEND WELCOMES THE LATEST OF OUR AUSTRALIAN FRANCHISEES TO THE NETWORK:
21
24. Sam Bryant – PACK SEND Fyshwick, ACT
Sam Bryant’s background in finance has involved him in various ventures including businesses in accountancy consulting
and limousines. Previous employment positions include senior manager for Analytics Group in the areas of accounting and
management consulting, and team leader in finance for the Australian Government which he held for 11 years. Sam took
ownership of his PACK SEND Fyshwick service centre in September, 2014.
Peter Chiera – PACK SEND Caulfield, VIC
Before taking ownership of the PACK SEND Caulfield retail service centre, Peter Chiera was employed as Supply Accountant
for BP Australia Ltd where he provided accounting services for the shipment of crude oils and fuel products for five years. Prior
positions with BP included Performance Analyst and Budget Controller; each for three years. Peter began operation of his
PACK SEND Caulfield service centre in September, 2014.
Shane Gregg – PACK SEND Hobart, TAS
Shane Gregg came to PACK SEND with a background in the video and broadcasting industry where he was managing
director and operations manager for 24 years. Shane purchased his PACK SEND Hobart service centre in January 2014.
James Dick – PACK SEND Geelong, Vic
James has previously worked and studied in the field of logistics, being employed by companies such as Rangeview Transport
as State Manager for three years, and Logistics Manager for Kadac for seven years. James took ownership of his PACK
SEND Geelong retail service centre in December, 2014.
Seng Chee Toh Merina Teo – PACK SEND Burwood Village, VIC
Seng Chee Toh took over the PACK SEND Burwood Village service centre in April 2015. Seng Chee previously owned a
contracting company dealing in construction chemicals where he was the founder, partner, director and general manager.
Seng Chee Toh and Merina Teo began operation of their PACK SEND Burwood Village retail service centre in April, 2015.
Craig Gannon – PACK SEND Joondalup, WA
Prior to owning and operating his PACK SEND Joondalup business, Craig Gannon was employed by the Education
Department of Western Australia as Deputy Principal/Head of Mathematics for 11 years. Craig took ownership of the PACK
SEND Joondalup service centre in January, 2015.
Graham Wise – PACK SEND Fremantle, WA
In November 2014, Graham Wise became a multi-store owner, gaining ownership of his second PACK SEND service centre:
PACK SEND Fremantle. Graham has owned and operated his first service centre, PACK SEND Balcatta, since 2000.
New Store OwnersGROWING THE
CONNECTIONS
Opposite page: 6. Seng Chee Toh Merina Teo – PACK SEND Burwood Village; 7. Graham Wise – PACK SEND Fremantle; 8. Craig Gannon, PACK SEND Joondalup; 9.
Sam Bryant – PACK SEND Fyshwick; 10. Peter Chiera – PACK SEND Caulfield; 11. The PACK SEND Hobart team: Toby Schwarzkopf, Shane Gregg and Marc Lacy; 12.
James Dick – PACK SEND Geelong with store assistant Tilly Moore.
22 | Connect
26. Dear Mr Hochberg,
I have just finalized the shipping of afriend’s personal belongings after hehad a stroke and needed to relocate toQueensland for rehabilitation.
The service I received from a Mr CraigBennett, and later a lady by the name ofDebi, was excellent and a credit to yourfirm. Due to my friend’s condition it wasa long and, at times, confusing exerciseand, at the end, not exactly a largeorder for your firm. Nonetheless, bothyour staff that I dealt with were evercheerful, genuinely helpful and patient.As a firm believer in recognition ofexcellent service by staff members, Ifelt the need to express my gratitude.The general lowering level of customerservice in Australia I find bothfrustrating and disappointing, as mostpeople do. It is wonderful to see acompany bucking this trend. It is thebest advertising you can have and I willrecommend your firm to all I can.
In gratitude,
Allen Saunders
PACK SEND
KINGS CROSS
PACK SEND
WOLLONGONG AND GEELONG
Great customer service like this
will certainly earn PACK SEND
more customers for the long haul!
A big shout out to Mel in PACK SEND Wollongong and
James in PACK SEND Geelong for helping me get a
shipment from NSW to Tasmania.
I have lived on King Island, Tasmania for the last 6 years,
plus have 3.5 years’ experience in shipping and logistics -
hence my understanding of how to get items from A to B is
pretty strong.
However, when you buy something off eBay - and
communication is difficult at best - it’s wonderful to have
PACK SEND to save the day!
With a 35kg parcel, it’s nice to have some help in your
corner. Especially when LTL freight carriers won’t take
your freight under any circumstances, because it’s not on a
skid, nor will they sell you a skid.
Keep up the good work Mel and James! Great customer
service like this will certainly earn PACK SEND more
customers for the long haul!
Melinda Forbes –
PACK SEND Wollongong
James Dick –PACK SEND Geelong
Craig Bennett -
PACK SEND Kings Cross
Debi Weiss -
PACK SEND Kings Cross
24 | Connect
27. PACK SEND
MILTON
PACK SEND
GUILDFORD, UK
Seller was happy with
the prompt pick-up
and the packing was
simply superb.
Thank you for having such
a fabulous, personable and
competent franchisee:
a true gem.
I needed someone to pick up, pack, and ship a
pair of high end speakers (bought on eBay) from
Melbourne to Brisbane. I spoke to Scott at PACK
SEND Milton and he was able to organise
everything from the Brisbane end.The seller was between two Melbourne PACK
SEND branches and Scott recommended the
branch to use based on their superior packing.
Seller was happy with the prompt pick-up and the
packing was simply superb.At the Brisbane end Scott even put the boxes in
the car for me and made sure they were secure.
And the final price was $70 less than quoted.
Writing this review while listening to some music
and couldn’t be happier.
Bruce M
Julie and Scott Curr –
PACK SEND Milton
Hello,
I used Gairn from PACK SEND Guilford UK to
collect, pack and send 72 valuable drinking glasses from
UK to Bondi Junction NSW.
I cannot praise him highly enough for the service that he
provided.
• The glasses arrived in Bondi in a matter of days
• His packing was exceptional and I now have 72
glasses without a blemish
• The cost was very fair for the amount of work that he
obviously did
On top of all of this, Gairn was pleasant and obliging
beyond expectation. He should be a pin up for PACK
SEND.
Thank you for having such a fabulous, personable and
competent franchisee: a true gem.
Kathleen Powrie
Gairn Kalla –
PACK SEND UK Guildford
25
28. We recently managed an event tour around
Australia with our road-cases needing to be
collected from and delivered to 24 locations in 46
days - very tight deadlines. If the gear didn’t arrive,
the show couldn’t go on - that’s pressure.
After trying two global firms and being let down
by both, we were very fortunate to find Stephen
and his team at PACK SEND Brisbane City.
They are true professionals, outstanding in every
respect - knowledge, care factor, commitment,
communication, reliability - and they are a pleasure
to deal with.
Our stress was soon replaced by confidence, and
their efforts were critical to the success of the
tour. We can’t thank Stephen enough and highly
recommend that you entrust your business with
PACK SEND Brisbane City.
Mark Luciano
I have used PACK SEND Brisbane Cityfor a number of years as our ‘go to’ couriercompany.
We predominately require PACK SEND’s range of services for movinglarge architectural models internationallythroughout various countries in Asia anddomestically throughout Australia. PACK SEND handle all of the logistics, customsclearance, transporting and secure packagingfor various shipments of ours, almost alwaysunder very tight time frames with largedistances to cover.
PACK SEND’s impeccable customerrelations and commitment ensures we arenever let down and a desirable solution isalways achieved. Could not recommend highenough!
Madeleine White
PACK SEND
BRISBANE CITY
Michele and Stephen
Lawler – PACK SEND
Brisbane City
Thank you so much! You
guys are exceptional. I
can’t believe how efficient
and good your service has
been.
Keep up the great work
please share how grateful I
am for the fantastic, careful
job your team has done.
Wayne Eaton
Gold Coast
PACK SEND’s
impeccable
customer relations
and commitment
ensures we are
never let down.
Please share how grateful I am
for the fantastic, careful job your
team has done.
PACK SEND
ONLINE
26 | Connect
29. NZ UPDATE
PACK SEND’s managing director, Matthew Everest, is
delighted to report strong overall growth of business for
the PACK SEND New Zealand network. “As a group,
our speed of growth has been quite remarkable – it’s in
triple digits – and this is set to continue for some time
yet. That has a real impact upon franchisee performance.
One franchisee was cash-flow positive within two
months of opening, while another doubled his investment
in two years”.
The strength of the PACK SEND model was further
confirmed by leading Auckland business broker, Ray
Gilroy. “I think the system is excellent, the logistics
solutions it offers are fantastic and its potential is
exciting”.
The additional focus on digital marketing, says Everest,
has definitely had its effect of turning web enquiries into
serious qualified leads. “The outcome for PACK SEND
franchisees has been a dramatic 40 percent increase in
conversions and a consequent increase in revenues.”
PACK SEND Queenstown franchisee, Greig
Garthwaite, credits the PACK SEND New Zealand
head office digital marketing strategy with a good part of
this success.
“For a lot of people, the internet is their number one
tool,” said Greig. “PACK SEND has pretty good
systems in place as far as search engines are concerned
— their enquiry comes directly through to us from the
web page and we then have the opportunity to ring the
person and engage with them.”
The combination of technology and the personal touch is
certainly paying off, with Greig enjoying 20 percent-plus
annual growth for the last two years.
PACK SEND NEW ZEALAND
SALES BUILDING STRONGLY
As a group, our speed of
growth has been quite
remarkable – it’s in triple
digits – and this is set to
continue for some time yet.
27
30. UK UPDATE
PACK SEND UK CHOSEN FOR
CATERHAM F1 ASSET SALE
Following the Caterham F1 Racing Team going into
administration in October 2014, PACK SEND UK
were hugely excited to be chosen as the preferred
packing and shipping partner to manage the
distribution of the business assets.
The sales of the effects were managed by the
auctioneers and distressed business specialists
Wyles Hardy who in turn chose PACK SEND UK
to handle the distribution.
Sold in several tranches during March, April and
May 2015, the assets included everything from a
complete F1 car to the tyre warmers and pit boards as
well as the office, IT and garage equipment. Extravagant
enthusiasts could obtain a driver’s seat, a set of carbon
brakes or even a hospitality trailer!
PACK SEND UK have now completed the final
shipments, with over 10,000 individual items being
packed and shipped to 57 different countries around the
world.
Chief executive of PACK SEND UK Mike Ryan said:
“We are delighted to have been selected to pack and
ship the assets of Caterham F1. It is not only a great
example of how our exemplary levels of service win us
new business through customer referral, but also the
breadth and flexibility of solutions that we can provide as
we could end up packing and shipping anything from an
F1 car to a steering wheel.”
The assets included
everything from a complete
F1 car to the tyre warmers
and pit boards as well as
the office, IT and garage
equipment.
28 | Connect
31. Tony, who became a franchise owner in 1999, came
incredibly close to this goal last financial year (2013/14),
posting a figure just $14,034 short of his million dollar
goal. Spurring him on for bigger and better, Tony used
this shortfall as a stepping stone – allowing this year’s
result to speak for itself.
The Sydney City team epitomises the No Limits culture of
the business, ensuring their clients are offered unlimited
choice and service options.
Congratulations to Tony and his team on their inspiring
success.
IN THE FINANCIAL YEAR JUST COMPLETED
(2014/15), TONY STAMBOULIE OF PACK SEND
SYDNEY CITY 1 HAS REACHED HIS GOAL OF
ACHIEVING ANNUAL SALES IN EXCESS OF $1
MILLION DOLLARS.
PeSA CONFERENCE
PACK SEND
spreading its brand
message
PACK SEND continues to spread its brand message – this
time at the three day PeSA Internet Conference held at the
Gold Coast in May. One of the longest running forums of its
kind, PeSA is an internet conference for professional eBay and
eCommerce sellers. It is also one of the most comprehensive
exhibitions of freight and logistics service companies who
support this growing industry of customers.
With over 1,000 people attending annually, in addition to
PACK SEND, this year’s exhibitors included companies such
as DHL, Toll, Fastway, Shipwire, Startrack, Temando, Couriers
Please, Next Logistics, Australia Post, Office Works, StarShipIt
and Warehouse Fulfilment Distribution Solutions.
In line with our First Choice strategy, PACK SEND educated
attendees on our full range of unique value-added services
– getting across the message of more choice and options at
PACK SEND.
The 2015 PeSA Internet Conference finished on a high with
executives from leading logistics brands talking to a large
delegation on the challenges and opportunities of shipping
internationally.
Moderated by Nathan Huppatz (Co-founder, Costumes.com.
au), the expert panel provided a range of insights, including the
rapid changes to the market in recent years, what countries
to target first when expanding internationally and how to
organise product returns. The panel featured PACK SEND
CEO Michael Paul as well as Richard Thame CEO of Fastway
Couriers and Luke Condon Head of Toll Consumer Delivery.
Following these and other initiatives, the awareness levels
of PACK SEND’s complete service offerings continues to
strengthen.
PACK SEND Sydney
City 1 – Another
PACK SEND service
centre to exceed $1
million sales in a
financial year!
GROWING PROFITABILITY
29
32. www.packsend.com.au
YOUR COMPLETE
LOGISTICS PARTNER
INTERNATIONAL
COURIER FREIGHT
SPECIALISED
LOGISTICS
WAREHOUSING
DISTRIBUTION
PACKAGING SUPPLIES
SOLUTIONS
PARCEL
COURIER
FREIGHT
TRANSPORT
BUSINESS
LOGISTICS
E-COMMERCE
SOLUTIONS
Contact us today to see what we can do for your business.
PACK SEND goes beyond the delivery of goods.
We offer unrivalled value added services and can
customise solutions to meet your specific needs.
1300 668 000
