A blog on issues affecting Australia's newsagents, media and small business generally. More ...

Author: Mark Fletcher

newsXpress supports national flood appeal collection

flood-appeal.pngAll newsXpress stores across Australia have been provided with collateral for supporting the collection of cash donations from customers for depositing into the Premier’s Flood Appeal account. Click on the image to see a larger version of the poster which has been created.  In support of transparency, newsXpress outlets will display receipts, showing the total amount of money raised in-store for the appeal. The same approach was used successfully to raise considerable funds for the Victorian Bushfire Appeal.

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Social responsibility

Interesting idea: A temporary restaurant installation

Check out the story online about a temporary restaurant installation in New York.  The idea of the team is to transform the restaurant every thirty days. What caught my eye about this story is how those involved are collaborating and embracing change through the course of the nine month project.  Fascinating.

I wonder what sort of newsagency we would come up with in this situation – low budget, built by a passionate team and with the knowledge that it is temporary.  I wonder what innovation we would see every thirty days if those involved committed to the same level of change as those behind the New York restaurant idea.

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Uncategorized

Floods the only story in town today

The flooding in Queensland is the only story in Australia today.  Plenty of customers visiting newsagencies have comments, others are interested in updates.  It’s at times like this that having live in-store radio playing works well.  We are kept up to date with news on the developing situation and receive information relevant to newsagents.

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Newsagency challenges

Kudos for the Empire magazine ipad app

A review at Know Your Mobile for the just released Empire magazine iPad app is worth a read.  It reinforces my view that special interest title sales are most at risk at the moment from iPad app launches.  As the reviewer says, the price, £1.79, is a very fair and affordable price indeed.

While talking about magazine iPad apps, the app for evo magazine from Dennis Publishing in the UK is drawing good interest.

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magazines

Crazy Crazy Bones supply

crazybones.jpgSeveral newsagents contacted me regarding receiving this Crazy Bones pack which they received yesterday.  This clearly old stock (old price labels and damaged packaging) would not be acceptable to major retailers so why shove it out to newsagents.  If I was sent this stock I’d return it immediately.  It is appalling that newsagents have to fund the cost of return.  While I have no way of knowing, it is as if the distributor wanted to earn the supply fee – to do that all they need do is ship the stock out.  Pathetic.

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magazine distribution

What is the optimum magazine range for a newsagency?

What is the optimum magazine range for your newsagency?  This question is more important in 2011 than ever before.

With magazine sales flat, publishers actively pursuing other distribution channels (tablet computers) and with the cost of retail space increasing, newsagents need to carefully consider their space allocation for magazines.

Magazines are vitally important to newsagencies in that the range we carry is, for many of us, our only point of difference.  The challenge is that the point of difference comes at a considerable cost.

The poor margin on magazines, the continued gross over supply, the challenging rules around returning unsold stock and the poor business processes of the magazine distributors leave newsagents with a cost for the product category which is higher than for most other items in the store.

The financial and operational terms around magazines is one reason newsagents in shopping centres pay too much rent.

In considering whether to adjust the space allocation for magazines,  newsagents need to thoroughly assess the following for their business:

  1. The return on investment delivered by magazines.
  2. The return on floorspace for magazines compared to other departments in the business.
  3. The shopper traffic generated by magazines.
  4. The efficiency of magazines – what else do you sell to magazine customers?
  5. How you would use space reclaimed from magazines?

The 2010 model of magazine supply increasing while retail sales are falling is unsustainable.  Now is the time for newsagents to consider their space allocation plans for this year.

In my experience, the best way to reduce magazine supply is to reallocate space.  Magazine distributors must respond if you advise that your magazine department is not as big as it used to be. In some states, there are channels through which newsagents can pressure the distributor to be compliant.

I would consider 600 titles to be the minimum  range necessary in a newsagency to offer a point of difference over a supermarket.  This would need around 700 pockets to reasonably display. Of course, there are newsagencies where the minimum range, given their location, should be 1,000 (or even more) titles.

The challenge for the newsagency channel is that if many newsagents do cut magazine range, magazine distributors may look elsewhere (Australia Post?)to keep their trucks full.  They are freight companies more than they are magazine specialists.  Having full trucks is the central goal of their business plans.

We each need to make the decision on the basis of what works for our business rather out of fear for how a supplier might react.

The space freed could be used for better margin products which are complimentary to existing newsagency product categories.  Products like gifts, ink, books, a service centre or toys.

What magazine distributors will rely on is that most newsagents will not re-evaluate their magazine space allocation.  These newsagents are happy with not having to take control of this part of their business, risk bringing in stock on a firm sale basis or to refit part of the store for what they will most likely see as risky business. They like the magazine model because they are told what to do and when.

Newsagents who do make a fact-based decision to cut magazine range and floorspace can expect to achieve a higher return for the magazine department as a result.  This is good not only for the newsagency but also for magazine distributors and publishers. 

Unfortunately, magazine distributors and publishers will not see it this way based on their past inaction on the magazine range and oversupply issues. There will be the usual fights over local titles versus imported titles, specialist titles versus spoiler product from larger publishers and the wringing of hands between the distributors who say they cannot work together to create an efficient title assortment for newsagents.

This is what has happened in the past. It is why newsagents need to take control of their own destiny as our suppliers will not do it for us.

The start of 2011 is the time for newsagents to act on the floorspace allocation in their business.  I’d be happy to talk with any newsagents considering this, to look at the data necessary for guiding decisions and to share experiences.  I have done this in two of my stores with success.

If I can help in any way I can be reached on 0418 321 338.

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magazine distribution

How newsagent suppliers should help flood affected newsagents

Magazine distributors and other key product suppliers need to move quickly to support newsagenst in Queensland newsagents affected by the floods.  Here is what I suggest they do:

  1. Immediately extend trading terms.  Many businesses are closed.  This means no revenue … making paying the accounts on time a challenge.
  2. Setup a separate help line.  Give flood affected newsagents a separate, higher priority, help line with a human (with compassion and authority) at the end of the phone.
  3. Don’t quibble. If they say they didn’t get stock, immediately credit it.  This goes for dated stock which did not arrive on the day.  Forcing them to wait to see if a delivery gets through for stock which out of date by this time is a wast of time for the flood affected newsagent.

This is an opportunity for newsagent suppliers to show that they do care.

I am concerned that some suppliers may treat newsagents differently to their competitors.

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Newsagency challenges

New sales benchmark study announced

Newsagents are invited to provide data for my next sales benchmark study.  I am looking for sales data for two periods:

  1. December 2010 compared to December 2009.
  2. October through December 2010 compared to October through December 2009.

Newsagents using newsagency software from Tower Systems can participate by producing two Monthly Sales Comparison reports covering the periods noted above – with the 2010 date on the left and the 2009 date on the right and with the category box ticket (for more detail).   Save the report as a PDF and email it to me.  

While overall performance will be interesting, I will be looking at sales efficiency – items in the basket as well as overall basket value – along with unit sales and revenue by department.

By ticking the category box I can look at specific categories, such as women’s weeklies magazines, and compare them with overall magazine performance in newsagencies.

By analysing trends, we (individually and collectively) will be better able to plan for the future and to make good decisions for 2011.

I will publish the results here and elsewhere.

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Newsagency benchmark

Barnes & Noble sells 1 million eBooks

US bookseller Barnes & Noble said a couple of days ago that its Nook e readers are the biggest-selling items in its history.  It also said that sold nearly 1 million e-books on Christmas Day.  Click here to read the press release from the company which includes the following…

Barnes & Noble, Inc. (NYSE: BKS), the world’s largest bookseller, today announced that with millions of NOOK eReading devices sold, the line has become the company’s biggest bestseller ever in its nearly 40-year history.  The new NOOKcolor Reader’s Tablet, introduced just eight weeks before Christmas, is the company’s number one selling gift of the holiday season. Barnes & Noble also announced that it now sells more digital books than its large and growing physical book business on BN.com, the world’s second largest online bookstore. With its growth across device and NOOKbook™ sales over the critical holiday selling season, Barnes & Noble has successfully established itself as a leader in digital reading.

The curve we are in with sales of physical books versus digital is similar to the curve we saw with music five or six years ago.  What is different this time is that key retailers are riding the wave rather than scrambling to catch up.

When I first started writing about tablet computers a few years ago, some in the newsagency channel derided me.  History is proving that I was right in saying that these devices would significantly impact how we operate.

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Media disruption

2010, the year that was

What a challenging, memorable and terrific year.

I have enjoyed 2010.

I like that tablet computers and other disruptive devices are making their moves.  I feel like sending an I Told You So card to some people.

I like that newsagents are starting to realise that their future is in their own hands.

I like the customer traffic, sales and margin growth some newsagents are seeing through embracing change.

I like the benefits of a smaller format newsagency and achieving a significantly better per square metre return.

I love the excellent continued growth in ink sales.

I am looking forward with excitement to 2011, the changes it will bring and the opportunities which will be mined from them.

I own two newsagencies and have a 50% share in two more. Yes, 2010 has had its challenges, especially for shopping centre newsagencies.The year is finishing very well though.

On a technology front, my newsagency software company has had a terrific year.  Our market share is up, major new software for newsagents is out, newsagency efficiency has improved and millions of dollars in employee theft has been discovered, stopped and is being pursued.

With more than 1,700 newsagents using our software, the Tower newsagent community remains the largest newsagent community in the country.  In 2010, this community has helped the channel by providing access to the only regular sales benchmark data – data which is widely used and reported.  The growth of the Tower newsagent community will continue in 2010.

I am excited about 2011.  It will be a year of great change and, I hope, achievement.

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Newsagency opportunities

New Year’s Resolutions

Here’s a grab bag of resolutions for 2011 newsagents could consider.

  1. Reconfigure the floor space allocation of your newsagency to reflect your plans for the future.
  2. We drive serious debate about the green challenges of the magazine supply model.
  3. To act on what you think needs work with the traditional newsagency model.
  4. To get serious about theft management in your store.
  5. To stop supplier reps from placing orders and take full control of reordering for yourself.
  6. To reconnect with the local community.
  7. To carry stock which actually sells rather than being the retailer of last resort for many lines.
  8. To more actively engage in managing the magazine floorstock by more intelligent and timely early return.
  9. To present a fresh face to the newsagency from the front window and throughout the store.
  10. To introduce at least one completely new department.

This could be a year of significant change if we decide to lead our businesses rather than follow.

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Newsagency opportunities

Why aren’t we using women to design newsagencies?

More women shop in newsagencies than men yet our businesses, which depend on women for survival, are designed by men.

Why is it that we do not have women designing newsagencies? 

If we did, what changes could we expect to see in newsagency layout and the overall experience provided by the shop fit?

Too often, a newsagency shop fit is approached as a carpentry job when it should be approached as the single most important business development and positioning investment by the business.

If you expect to attract women to your next shop fit, consider adding their voice to your design team.

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retail

Is it a policy to greet customers in your newsagency?

The most common complaint newsagents make about anything, and I do mean anything, is that they (we) are too busy.

It is an excuse trotted out if we miss a notice or an email from a supplier, are late in paying a bill or have been discovered not running our business as well as it deserves.

Too often, I fear, we trot out this excuse to excuse us of good retail manners.

Take greeting customers.  Do you do this in your newsagency in a structured way?

While we can get into a discussion about whether we have the time,  I’d rather think about the kind of ‘newsagency’ we would need to have in order to make offering such a personal greeting to customers as they enter worthwhile – to us and to them.  What does that business look and feel like?

With an average sale value in newsagencies of between $6.00 and $10.00, an average margin of around 30% and with hundreds of transactions a day, it is no wonder we don’t place too much attention on the customer greeting. We see little value in this.

What if you had an average sale value of between $15.00 and $25.00 and a margin of 35% or more?  The importance of personally greeting customers increases dramatically. The margin opportunity is triple.  You could afford the additional labour resources to deliver the personal greeting and related shop floor service.

Newsagents say that their personal service is a key point of difference.  Do we really show this in our businesses?

Why is it that we do not demonstrate this by ensuring that customers are greeted as they enter the store – rather than waiting until they get to the counter?

The challenge for us in 2011 and beyond is to reconfigure our businesses to make offering a personal greeting commercially valuable to our businesses.  Think of it as a goal, to have that kind of newsagency.  How much we change our businesses is up to us.

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Newsagency management

XchangeIT needs to realise that newsagencies are open this week

If XchangeIT was serious about providing good customer service to newsagents who are forced to use it, it would be open and providing assistance this week.

Their security device requires access to a key when XchangeIT is installed on a computer,  A computer trashed by flood, fire or a major hardware crash will require re-installation.  By not being open this week, XchnageIT makes a mockery of the claimed commitment to customer service.

The Help Desk team at my newsagency software company were trying to help a couple of newsagents in dire straits yesterday.  They called the XIT help line and expected to at least be directed to a mobile phone.  Had they not hung up they would still be listening to the music track not, almost a day later.

Appalling customer service.

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Customer Service

Ladies and diaries

lady-diaries.JPGIt never ceases to amaze me how sales come in waves.  This week it has been pocket diaries.  Excellent sales.  Especially of this Letts range.  Our customers (women 40 and over) love them.  The post Christmas sale is pulling new people into the store and they are buying other items, like these diaries.  Of course, we are getting asked in the diaries are on sale.  When we say no and that we never discount diaries they buy anyway – no harm in asking I guess.

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Diaries

Editorial choices harm newspapers more than new devices

Bloggers and online commentators have been doing the heavy lifting on the St Kilda and AFL footballer scandal.  While The Age, the Herald Sun and TV and radio news outlets have  taken a back seat with this story, Derryn Hinch, Mike Stuchbery and Phil Quin and been providing the level of commentary and assessment a story like this deserves.

Derryn Hinch in particular has written some excellent pieces teasing out the real story behind what is now called the dickileaks scandal.

Mainstream media outlets worried about their future in this era of significant disruption need to look at how they handle stories which are connected to commercial partners.  By bowing (pandering) to the AFL (and related parties) and not reporting without fear or favour (as they should), as appears to have happened in this case, mainstream media has lost the story and with that the respect of some consumers.

This is what will kill newspapers, evidence of them not doing their job. With easier access to platforms such s Twitter, people who would buy a newspaper or switch on to TV or radio for the latest on a story have options which do present a without fear or favour perspective on major stories.

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Newspapers

Can’t give away a cricket calendar

cricket-cal.JPGAustralians are savage when national teams fail.  One only has to look at how the nation has turned on the Australian cricket team this week to see this in action.  The comments across the counter are blunt, everyone has an opinion it seems. Fair enough given that many of us define ourselves as a nation by the success of those representing us on the field.

I was looking forward to the Boxing Day test to move our stock of Australian cricket calendars.  Sadly, we look set to  be left with this stock.  If I had the room, I’d set the calendar up as a dart board and run an in store competition to take out those who have let their country down … and at least have some fun with the calendars I have left.

It’s pathetic really, talking like this about a national team. I ought to be ashamed.

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Calendars

Interactive Hammer magazine

hammer.JPGThe latest issue of Hammer music magazine is interactive, playing sound when the cover is opened.  It’s a nice touch and likely to appeal to the target reader.  Given the continuing (market leading) strong sales in Hallmark interactive sound cards, I am surprised more magazine publishers have not embraced this technology to lift sales.

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magazines

Terrific Boxing Day

We had a terrific day of trade yesterday for the start of the Boxing Day Sales.  Christmas products were the hit – Boxed and single cards and Christmas decorations sold like hot cakes.  Much of the product sold had been sourced especially for the event – our margin was excellent.  $3,000 in boxed cards alone in one store is a terrific result.

There was also nice business in calendars, stationery and general gifts.  Not so much for magazines and newspapers but I can’t complain as they have had a brilliant seven days.

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Newsagency opportunities