2012 Apprentice of the Year

Applications are invited from eligible employees of Business Members to participate in the prestigious John Andrew Apprentice of the Year Award for 2012.

To be eligible, applicants must complete their apprenticeship during the year ending 31 December 2012 and must not have previously participated in the Award.

The John Andrew Apprentice of the Year Award competition is open to employees of MLAA Business Members.

The Directors reserve the right to use their discretion in determining the eligibility of an application and their decision will be final.

Applications close at 5.00pm Friday 27 July 2012 and must be forwarded to Apprentice of the Year, MLAA, Suite 213/370 St. Kilda Road, Melbourne, Vic, 3004 or faxed to the Association on (03) 9645 9997.

Examinations will be conducted throughout August and early September at times and venues to be selected by Branch Examiners.

 2012 Apprentice of the Year Application Form (PDF - 130KB)

Price Benchmarking Survey

Many locksmiths have enquired into the Price Benchmarking Survey results which is fantastic to see. Presenting the data in a useful format is important, so rest assured the information isn’t too far away.

This week a summary of the results is published, looking at basic labour and call charges and Master Locksmith Access Key (MLAK). E-news will delve further into the survey results in the coming weeks.

Please note figures do not include GST (this was noted in the survey guidelines) and extreme figures (amounts way above the norm) have been excluded to give a more accurate account.

Summary

200 businesses participated in the survey, of which 68% operated a shop front and mobile van, 30% were a mobile business only and 2% conducted business via a shopfront only. New South Wales (31%) and Victoria (20%) provided largest survey samples and 15% of respondents were from our neighbours in New Zealand.

In general, Victorian and New South Wales average prices mirrored more closely the average price for services while Western Australian average prices were often higher.

The difference between the lowest and highest prices charged was significant in a number of services, however the overall averages obtained do provide an accurate account of prices charged across Australasia.

It’s also important to note that not all locksmiths performed the nominated tasks (e.g. Automotive work) and interpretations of the questions / tasks involved may also have differed.

Master Locksmith Access Key (MLAK)

The MLAK price average across Australasia was $14.41 per key. The lowest price recorded was $6.00 and the highest price $40.00.

Only 85 (42.5%) respondents answered the question with more than half leaving the answer blank or answered ‘not applicable’.

The MLAK system is commonly utilised along the East Coast of Australia, primarily in NSW and Victoria. NSW (36) and VIC (18) accounted for 54 of the 85 respondents (63.5%).

The MLAA office when asked by the public, advises of a probable range of $10 and $20. Perhaps some locksmiths might reconsider their pricing.

Basic call charge (Business Hours)

The average basic call (business hours) charge was $73.45. The lowest charge recorded was $35 and the highest price $180. Eleven respondents of the 129 that answered the question (8.5%) charged $100 or over.

New South Wales ($72.04), South Australia ($74.14) and Tasmania ($75.91) closely mirrored the total average while New Zealand businesses charged on average $56.75 ($85 the highest charge recorded).

Basic call charge (After Hours)

The average basic call (after hours) charge was $129.66. The lowest charge recorded was $60 and the highest was $300. Eight of the 125 that responded to this question charged $200 or more.

The New Zealand average for basic call charge after hours was $107.25.

Standard Labour Charge

The average Standard Labour Charge (per hour) was $80.59. The lowest charge recorded was $44 and the highest was $132. New South Wales ($83.02), Victoria ($83.33) and South Australia ($81.84) closely mirrored the overall average while Western Australia topped the list with an average labour charge of $90.86 per hour.

New Zealand members charge $68.89 on average.

* Please note New Zealand figures are in NZD, Australian Figures in AUD.

Branch Events

The next SA Branch meeting / Trade Night will be held on Tuesday 22nd of May at the Tennyson Conference Centre, 520 South Road, Kurralta Park. This industry wide meeting will kick-off between 6:00 pm - 6:30 pm with drinks, nibbles and BBQ starting at 7:15 pm following the meeting and demonstration.

The next Victorian MLAA meeting / Trade Night will be on Tuesday June 19 at LSC's new Distribution & Training Centre in Brooklyn (8 - 10 Export Drive Brooklyn). LSC is calling it a 'hands on Volkswagen training extravaganza'. Further details to follow.

Finally, a big thank you to Ed and the Sieper Group team on putting together a fabulous Trade evening for ALL locksmiths on Monday April 30th. Over 75 locksmiths were in attendance, including locky's from Tumut, Bega, Batemans Bay, Wagga, Young and Gosford. Feedback on the evening has been very positive.

Website Updates

The Master Locksmiths public facing website will soon have a more mobile-friendly presence with the site currently being optimised for the 3 to 4 inch mobile phone screen.

Mobile is what a lot of consumers use to search for businesses right now and in consideration of mobile usage, mobile search and the mobile shopper, mobile-friendly websites are quickly becoming a necessity to a complete marketing effort.

The mobile-friendly site will only feature the locksmith search facility, and will allow users to call the locksmith business with a touch of the screen.

So make sure your contact numbers are up-to-date before it goes live by logging in to the member site and updating your profile!

NSW Schools Facilities Standards

In May 2011 an amended version of the BCA standards were released to improve the accessibility of public buildings.

These changes are part of the Governments social inclusion agenda to give all Australians, particularly people with disabilities, better access to a wider range of public buildings.

In response to these changes and to ensure that the requirements of the BCA are effectively delivered in schools, The Department of Education and Communities (DEC) amended the relevant sections of The School Facilities Standards. (SS455 Door Hardware)

What are the School Facilities Standards?

The Schools Facilities Standards are a group of documents that specify the type and size of school learning spaces and outline how the facilities are designed and built.

They are designed to:

• deliver high quality educational facilities for all public schools in NSW.
• ensure that facilities provided enable schools to meet the curriculum requirements set by the NSW Board of Studies.
• ensure schools are fit for purpose and strike the right balance between the upfront cost of a building and the long-term cost of maintenance and cleaning

In some cases, due to investigative nature of children, The Schools Facilities Standards exceed those set by the BCA and Australian Standards.

When do the Schools Facilities Standards apply?

The Standards apply to all works at public schools. In relation to refurbishment projects and maintenance the Standards provide guidance and are applied to the extent that it is reasonably possible given the constraints of the existing building.

What does this mean for Locksmiths?

All works in public schools and education facilities in NSW should comply with the BCA and adhere to the requirements set out in the Schools Facilities Standards.

Where minor works are not part of a larger project, a locksmith may replace cylinders or locks to an existing building on a like for like basis. However when lock works are part of a larger project or when the locking action of a door is proposed to be changed from its existing, then all affected hardware and keying systems should be installed to comply with the requirements of the BCA and the School Facilities Standards.

All works should be discussed and confirmed with the school Principal or local DEC Asset Manager prior to the works taking place.

For further information or clarification please contact the Local DEC Asset Manager or forward questions to : enquiries.sfs@services.nsw.gov.au

Price Benchmarking

Thank you to the 230 businesses that participated in our recent Price Benchmarking Survey, providing us with a great sample size to analyse and turn the results into useful information.

The survey was conducted in response to many requests to assist members in pricing basic products/services.

We believe the survey format was easy to complete and we will certainly be conducting similar surveys on various topics over the coming months.

We are currently disseminating the data and the results will be made available shortly.

MLAK & Liberty Swings

A reminder to all MLAA members that ALL keys cut and cylinders fitted for the Master Locksmith Access Key System and Liberty Swing are to be JB (MLJB).

Under no circumstances are JA (MLJA) or JM (MLJM) to be used as part of this system.

Let’s "Keep it simple" use the correct blanks and barrels and be consistent.

A new MLAK Guideline document, along with new promotional material directed at Local Council and Municipalities is currently being developed, along with some other exciting initiatives involving the MLAK system. Please stay tuned for further information.

NMIT locksmiths open doors around the world

International NMIT (Northern Institute of TAFE) locksmiths are finding the key to success lies with a local employer, Wynns Locksmiths of Preston. From a total staff of 16, Wynns has eight current or former NMIT international students working for the firm from countries as diverse as Japan, Malaysia, England, Israel, Romania, Colombia and India.

Max Cherry, NMIT’s Locksmithing Coordinator, says the relationship with Steve Wynn, the company’s founder, goes back 28 years to when he taught Steve as an apprentice at Essendon Technical School. “Steve’s business has always supported the training of young people and been really pro-active at looking at new opportunities. He supports his students and provides great training in a wide range of skills – it really complements their training at the institute.”

Aron Borysiewicz, Wynns’s Operations Manager, says the international students are a welcome addition to his team. “International students are very dedicated. They’ve made a big step to come and study in Australia, so they’ve got a mature attitude and strive to be the best they can be. The company also benefits because we can offer customer service in over a dozen different languages.”

Steve Pok, 20, a current NMIT student, has been working at Wynns for 15 months. “It’s really interesting, I’m learning a lot. Studying can be mostly theoretical, but here at Wynns it’s all real life situations.” Steve enjoys the variety of the work, everything from serving on the front counter, to building locks and helping qualified locksmiths with on-site repairs. After graduating Steve hopes to get a full-time job at Wynns and continue to live in Australia. He is keen for a career in locksmithing. “It’s a passion. I love it. It must be in the blood – my father worked as a locksmith in Malaysia.”

George Olaru, 39, is a former international NMIT locksmithing student now working full-time at Wynns. George had many jobs in his home country of Romania, including as a self-taught locksmith. He enjoyed the work, but there were limited opportunities in Romania, so after saving some money working on cruise ships, he came to Australia and studied locksmithing. It’s a choice he’s glad he made. “It’s never boring, every job is different, from simple re-keying to installing a video surveillance system. Wynns is great, it’s not like a big corporation, everyone knows one another, we celebrate everyone’s birthday – it’s more like a family.” George also values the time he spent at NMIT. “The teachers were all really good and the range of machines and tools was amazing. Without NMIT I wouldn’t have this job.”

International locksmithing students are based at NMIT’s Heidelberg Campus where they complete an 18 month Certificate III in Locksmithing before undertaking a six month Diploma of Engineering Technology (Security Engineering). Half the students’ time is spent studying at NMIT and the other half gaining hands-on experience with a firm like Wynns. NMIT is the only education provider in Australia registered to deliver the courses to international students and the only provider of locksmithing services for apprentices in Victoria. NMIT also caters for locksmiths from Tasmania, South Australia, the Northern Territory and New Zealand. 

Queensland Licencing

The MLAA Board and QLD Executive continue to work behind the scenes in relation to the licensing laws in Queensland. A change in Government has also provided the opportunity to renew our push for greater recognition of locksmiths within the Act.

The MLAA as an Approved Security Industry Association in Queensland is required to undertake mandatory compliance audits of members holding a Security Firm Licence for compliance with the Security Providers Act 1993 and Security Providers Regulation 2008 and other attendant legislation every three years.

Compliance audits will be commenced in the second half of 2012 by an MLAA appointed accountant and:

• assess member´s compliance with the provisions of our code of conduct
• state whether the auditor believes the member is complying with our code of conduct
• be conducted in compliance with the auditing and assurance standards made of the Auditing and Assurance Standards Board
• a written audit report will be provided to members within three months of completion.

White Card Course – Friday April 27th

Victorian members will have the opportunity to obtain their White Card on Friday April 27th at NMIT Heidleberg.

White Card Induction Course is required by WorkSafe Victoria for you to be able to work on any Construction Site.

The White Card is the common name for WorkSafe Victoria's Construction Induction Course. It replaces the Red Card. You do require a White Card to work on Construction Sites in Victoria, such as building sites, house construction sites and on work experience.

All White Cards are Nationally recognised and once you have a card from any State or Territory in Australia then it should be recognised in all other States and Territories of Australia.

Please find attached an enrolment form. If you’re wanting to attend, please complete section A, sign the second page and return to NMIT via fax (03) 9269 8638 or email PamTurnbull@nmit.vic.edu.au  

The cost is $155.00 per person.

 White Card Course enrolment form (PDF - 296KB)

Visit the land of the long white cloud - Trade & training weekend

New Zealand’s Trade & Training weekend is drawing closer and we encourage members from all over Australia, particularly the Eastern seaboard and Tasmania to get along and attend what will be a wonderful weekend in Rotorua.

The Trade & Training weekend will take place from May 25th to the 27th. The trade show will be held on Saturday May 26th.

‘Super Saturday’ sees 18 training sessions being conducted throughout the morning and afternoon! Sessions include lock circumvention, safe lock picking, high security mechanical auto, code locks training, home safe opening, mortice lock picking, business basics, NZ building codes and much more.

Accommodation and event registrations can now be made. Simply download the booking forms from the MLAA website

It is going to be a fantastic event, so please make the effort to get involved in this year's Rotorua Trade & Training weekend. Book early to avoid disappointment!

Tax time approaching

Believe it or not we are already in April and therefore the end of the current financial year is only a couple of months away. That means two things – your membership fees will be due and you will receive requests to update your personal details or important information.

The ATO has released this information on online security, to ensure your information stays safe.

“There are many different types of scams - online, phone, mail and face-to-face. Online scams, such as email 'phishing' scams are on the rise and are designed to trick you into giving away your money, passwords and personal details (such as your tax file number - TFN).

From time to time [ATO] we will send you emails, SMS or post messages on our official social media profiles promoting new services or alerting you to due dates, for example tax time is approaching or that your business activity statement is due. However, we will never send you an email requesting you to confirm, update or disclose confidential details like your name, date of birth, address, passwords, credit card details etc.

The ATO website is constantly updated with examples of the latest ATO related scams as we become aware of them. Please check back regularly to stay informed or sign up to the Online Services RSS, or email subscription for automated updates”.

Ten details you must include in a pay slip

A recent Fair Work Ombudsman Report highlighted that more than a quarter of businesses audited during an investigation were found to have breached their wage and award requirements.

They didn’t necessarily do so knowingly, but breached their requirements as a result of not having the right information and not interpreting information they had available to them.

Failure to comply with payslip requirements, underpayment of wages and penalty rates being the most common breaches.

To meet your requirements under the law, you must issue each employee a written pay slip for every remuneration payment made to them, within one day of the payment.

Here are 10 details your pay slips must include:

1. The name of the business that employs the relevant employee.
2. The employee's name.
3. The date of payment.
4. The period to which the payment relates.
5. If the employee is paid by the hour, the ordinary hourly rate, the number of hours in that period for which the employee was employed at that rate and the amount of the payment made at that rate.
6. If the employee is paid an annual salary, the salary amount.
7. The gross and net amount of the payment.
8. Any amount paid as an incentive-based payment, bonus, loading, monetary allowance, penalty rate or other entitlement.
9. Any amounts deducted, including the name and number of the fund or account into which the deduction was paid.
10. Amounts of superannuation contributions that you have made for the benefit of the employee during the period to which the pay slip relates. You must also record the name of the fund to which that contribution was made (except for contributions in respect of a defined benefit interest in a defined benefit fund).

If you require information on wages, please login to the member site and visit the Industrial Relations pages.

National Construction Code

The MLAA member website has a new page on the National Construction Code (NCC). Here you will find information on the NCC and Australian Standards that affect you.

Legislation prescribes very specific locking requirements for Exit Doors, including Fire Doors and “Path of Travel” Doors. These are set out by the Australian Building Codes Board (ABCB) and contained within the NCC. The most pertinent information for locksmiths can be found in the Australian Standards.

If you unsure on the rules and regulations, this page should answer those questions and provide you with a valuable resource and where you can find further information.

It is hoped to have online access to the NCC for members shortly – stay tuned for further news.

To access our “National Construction Code” page, please login to the member site (see left hand menu under Security Industry Compliance).

** When your logged in, don’t forget to update your member profile! Add your services, logos and business type to your online profile.

New Zealand members, latest information on the rules and regulations in your region will be available shortly.

Victorian Members: Locksmith Trade Certificate - Recognition of Prior Learning

The team at NMIT are conducting interviews for the Certificate 3 in Locksmithing (nationally recognised trade certificate) on the 23rd and 24th of April at Heidelberg.

The RPL is designed for locksmiths who have been in the industry for a significant period of time and have no ‘formal’ qualifications. The RPL process allows you to receive formal recognition of your skills and experience in the trade.

To book an interview or for further information, please contact Max or Nathan on (03) 9269 8687. There are only six spots available, so please be quick.

NMIT will also be conducting a White Card day course shortly. If you’re interested in attending, please contact jarad@masterlocksmiths.com.au

Branch News

There was a fantastic turnout to the Victorian Branch meeting last week, with over 50 locksmiths making the journey to Keysborough to visit the Lock Focus facility.

Victorian Director David Rees wanted to acknowledge the tremendous support shown by the Victorian country members who made the effort to attend the meeting.

Attendees enjoyed the factory tour and the Rosslinear and associated products presentation. Thank you to Mark Hermans and the team at Lock Focus for hosting the meeting.

The next Victorian meeting is at LSC on Tuesday June 19th. Mark it down in your diaries – something special is planned!

South Australian members are to gather tonight (Tuesday March 27th) at Lock & Key (193 Gilbert Street, Adelaide). We encourage all SA members to attend.

How is Business?

Another great article taken from the latest Locksmith Ledger – written by Editor-in-Chief Gale Johnson.

During a recent e-mail exchange with one of the leaders of our industry, it was recommended that I "...jump in with both feet..." concerning the scammer issue. There is no doubt that both the scammer issue and the economic downturn of the last few years have put a strain on locksmith businesses but there are ways each of us can use to bypass the problems.

Whenever a person decides to start a small service business, the first thing to consider is if there is a need for the service. Fortunately for anybody who has ever considered starting a locksmith business, every person in the world is a possible customer candidate. No matter where you locate your business, there will always be a demand for someone who can service and sell locks and other security products.

The second thing to consider is the competition. At any given time there is only a finite amount of people who will need extra duplicate keys or who are locked out of their cars. If there is a large amount of locksmiths already in the area, it may not be the right place to begin a new locksmith business.

Once you have found the right business location, you must then decide what type of locksmith services your business will offer. This is the most important consideration of all. Some locksmiths have based their complete business plan on offering an emergency lockout service. As example, at one time auto clubs were paying well for lockouts and some locksmiths depended on auto club lockout calls for their entire income.

There is one big problem with lockout work - you have to find a new customer for every job. Auto clubs discontinued calling locksmiths and the overload of car-opening jobs disappeared. Customers will call anybody in an emergency lockout situation and the scammer cartel has taken full advantage of that situation. The result is that locksmiths who depended completely on emergency work have lost a large amount of their former income.

Security is still a number one issue with consumers today, but it requires new thinking and new techniques for locksmiths to succeed. As example, I know one locksmith who is doing well by selling safes on the internet. Other locksmiths have moved into electronic access control work or now specialize in automotive transponder work.

Locksmithing is no different than any other business and as requirements of the public change or business competition increases, we must rise to meet the challenges. Issues such as the scammers and the economy will ebb and flow, but every locksmith who is prepared to change along with the times will continue to succeed.

Rotorua Trade & Training Weekend

The MLAA Trade & Training weekend is back again for another year at Rotorua. The event has been a great success over past years and 2012 will again provide New Zealand locksmiths with a new range of training along with an increased number of exhibitors.

The Trade & Training weekend will take place in Rotorua from May 25th to the 27th. The trade show will be held on Saturday May 26th.

‘Super Saturday’ sees 18 training sessions being conducted throughout the morning and afternoon! Sessions include lock circumvention, safe lock picking, high security mechanical auto, code locks training, home safe opening, mortice lock picking, business basics, NZ building codes and much more.

Accommodation and event registrations can now be made. Simply download the booking forms below.

It is going to be a fantastic event, so please make the effort to get involved in this year's Rotorua Trade & Training weekend. Book early to avoid disappointment!

 Rotorua Information Booklet (PDF - 753KB)
 Rotorua - Training Enrolment & Booking Form (PDF - 280KB)
 Rotorua Conference - Novotel Booking Form (PDF - 160KB)

Trade Testing

The next proposed opportunity for locksmiths to sit the MLAA Trade Test will be on the weekend of June 23 in Auckland.

If you are interested, please fill out a Trade Test application form and return either by email (national@masterlocksmiths.com.au) or fax +61 3 9645 9997

Minimum wage increases from 1 April

Minimum wage rates are set to increase from the beginning of the new tax year.

Minister of Labour Kate Wilkinson announced the changes, which will see the minimum wage increased by 50 cents from $13 to $13.50 an hour. The increase equates to an extra $20 a week – more than $1,000 a year – before tax for employees.

However, training and new entrants’ minimum wages will also increase, from $10.40 to $10.80 – 80% of the adult minimum wage.

“Those working full time on the minimum wage will earn an extra $20 a week or more than $1000 a year,” Ms Wilkinson said.

“This increase strikes the right balance between protecting low paid workers and ensuring that jobs are not lost during these tough economic times.”

“The Government is focused on growing the economy, creating jobs and boosting incomes for all New Zealanders.”
The new minimum wage rates will come into effect on April 1, 2012.

New minimum wage rates

The new adult minimum wage rates (before tax) that apply for employees aged 16 or over will be:

• $13.50 an hour, which is
• $108.00 for an 8-hour day or
• $540.00 for a 40-hour week.

The new minimum wage rates that apply to new entrants and employees on the training minimum wage (before tax) will increase to:

• $10.80 an hour, which is
• $86.40 for an 8-hour day or 
• $432.00 for a 40-hour week

More information for employers is available on the minimum wage page of the Department of Labour’s website.

Changes to student loan deductions and employer superannuation contribution tax

There are changes coming into effect from 1 April 2012 that employers who make student loan deductions or employer superannuation contributions should be aware of.

Employer Superannuation Contribution Tax changes

The 2% exemption from employer superannuation contribution tax (ESCT) is removed from 31 March. If you're contributing to a KiwiSaver scheme or a complying superannuation fund, all your employer contributions will be liable for ESCT from 1 April 2012.

The rate for calculating ESCT also changes from 1 April 2012. Unless you're paying contributions into a defined benefit fund, you'll need to calculate ESCT at the employee's marginal ESCT rate.

The other option is to treat your employer contributions as salary or wages and tax your employee through PAYE (with their agreement).

Student loan changes

From 1 April this year, there are some changes to the way employers make student loan deductions from their employees’ pay.

• Adding “SL” to their tax code: If your employee has a student loan, they generally need to add “SL” to their tax code unless they’re exempt. They must have student loan deductions from their pay if they earn above the pay-period repayment threshold, e.g. $367 weekly.
  
  
• Pay-period repayment obligations: The standard student loan deductions you make from your employee’s salary or wage every pay period will be considered as meeting their repayment obligation, unless there’s a significant over- or under-deduction. You need to ensure the deductions you make are correct and properly identified on your employer monthly schedule (EMS).
  
  
• Significant under-deductions: If the correct student loan deductions aren't made from your employee's salary or wages, they could be paying significantly less than they're required to pay. In this case, Inland Revenue might contact you (and your employee) and ask you to make additional deductions on top of the standard deductions. You'll need to identify these extra deductions separately using the new “SLCIR” repayment code on your EMS.
  
  
• Exemptions: Your employee might not have to make student loan repayments if they're studying full-time and expect to earn less than $19,084 (the annual repayment threshold) in the tax year. Your employee will give you a certificate authorising their repayment deduction exemption. They won't have to use an “SL” repayment code while they have an exemption but when the exemption ends, you must add “SL” back into their tax code – and make the deductions at the correct rate without significant under- or over-deductions.
  
  
• Special deduction rates: There are new rules for getting a special rate for student loan deductions. If your employee gives you a special deduction rate certificate, you'll need to make student loan deductions at the rate specified and for the period stated.
  
  
• Extra repayments: Many borrowers make payments on top of their compulsory deductions to pay their loan off faster.

These additional repayments may also be eligible for a voluntary repayment bonus. If you're already making extra student loan deductions for your employee or they ask you to start, you need to identify this on your EMS using the new “SLBOR” repayment code.

Inland Revenue will include them in your employee's voluntary repayment bonus calculation when they process your EMS.

How to encourage word of mouth

In a previous edition of the MLAA e-news (Australasian e-news) we looked at word of mouth advertising and how it can benefit your business.

We found this article on business.govt.nz which further supports the case on ensuring you provide your customers with positive experiences.

What's the first thing we do when we want to find a good doctor, accountant, a hotel, a restaurant, or a movie? We ask others for a recommendation - friends, relatives, business associates. If we trust the person making the recommendation, we often act upon the referral. And the business we were referred to gets one more customer without having to spend a cent on advertising or promotion.

Keeping in touch with satisfied customers and encouraging them to talk up your business is the most cost effective form of promotion you will ever get. Here are six word-of-mouth marketing tips that can help you build a network of referral sources.

1. Know your key factors for customer satisfaction

These are the things that your customers either consciously or unconsciously judge your product or service by. For example for an accountant they probably are communication, understands clients needs, realistic fees, accessibility, personal service, knowledge. For a car dealer they might be location, price, trust, after sales service, warranty, finance terms. Find out your key factors for customer satisfaction by asking and then concentrate very hard on delivering on these key factors.

2. Reward referrers

Offer the referrer a gift, commission or a discount price. Ideally you want to offer them your product or service because it doesn't cost you the full retail amount.

3. Reciprocate referrals

If your business receives referrals from another business, refer business to the referrer whenever you can.

4. Tell stories

Stories illustrate a specific idea or selling point. They are an effective vehicle for spreading reputations because they communicate on an emotional level. If you have a company newsletter or brochure, include a story or two about your company that readers can pass along. For Example Dick Hubbard, the CEO of Hubbard Foods includes a newsletter in every box of his cereal. The newsletter always contains at least one story like this:

"We've had some lovely letters and comments about our new "Currently Bran" product. However first prize must go to the customer who talked to me at a moderately "posh" cocktail party recently. "Dick", she said , as I munched delicately on a nibble. "Your "Currently Bran" is marvellous for me - I'm now producing the most regular fluffy floaters!" Well, what do you say to that one?

5. Teach your customers

Companies have found that by educating their customers, they can boost their reputation and customer loyalty. Pick a topic relevant to your best customers and make yourself the source of credible, current information about that topic. For example a mountain bike clothing manufacturer called Ground Effect puts out a bi monthly newsletter with stories, product information and technical tips. Research discovered the stories and technical tips are the most-often read portion of the newsletter. It is a great way for their customers to remain current, and a great way to keep the company's name in front of their best customers.

6. Fix problems fast

Nothing grates more than the slow resolution of a problem. Speedy response is vital to prevent negative word-of-mouth from spreading. Negative feelings about a product or service may linger for years. Think about a restaurant where the food was awful, or you received exceptionally poor service. You probably wouldn't recommend the place to friends. More likely, you might tell them to avoid it, even years later, because of the problems you had. Research shows that for every bad experience, we tell four friends. While for every good experience, we tell, on average, just two and a half. When faced with a complaint, the response of your employees should be, "How can I send this person away happy?"

Business Insider

Keep up to date with the latest information from New Zealand Business (business.govt.nz) by subscribing to the Business Insider. A monthly newsletter highlights everything you and your business needs to know.  

Business Insider is for owners and managers of small to medium sized New Zealand businesses. The writers are specialists who know the challenges first-hand. As a subscriber, you’ll receive information each month on important business issues such as changes in legislation. Plus you’ll get handy tips and opinions on topics from social marketing to recruiting staff.

It’s all designed to support you in business success.

Remember, in addition to Business Insider, business.govt.nz offers a wealth of online resources to help your business success. Again, it’s for New Zealand business people, and it’s free.

Visit business.govt.nz to register.

National Locksmiths get into the kick of things

Rugby League followers watching the Penrith Panthers and Canterbury Bulldogs the other Saturday night may have noticed the National Locksmiths logo on the kicking tees.

In what is a first for the NRL, National Locksmiths will be sponsoring the kickers tee used for both the kick-offs and try or penalty conversions at Centrebet Stadium throughout the 2012 season.

Brett McVea and the National Locksmiths team have received plenty of positive feedback on the initiative along with plenty of exposure at the venue and to a national television audience.

National Locksmiths have tied their Panthers sponsorship in with their social media advertising – offering customers the chance to receive free tickets to home games by visiting and spending in-store.

Next time your attending a Panthers home game or watching them on the TV, look out for the National Locksmiths logo on the kicking tee.

Branch News

There was a great turn out for the MLAA meeting in Queensland last week. MLAA President David Rees and CEO Tony Duggan where in attendance and members where encouraged on the direction the MLAA Board was taking and on the upcoming initiatives to be introduced.

Victorian members will meet for the first time in 2012 next Tuesday (March 20th) at Lock Focus in Keysborough (15-17 Futura Road, Keysborough) commencing at 7:00pm SHARP, with doors open from 6.30pm. Drinks and Finger Food will be served at the completion of the meeting.

The NSW Branch will meet on Wednesday April 4th at LSC.

Further information will be posted on the Branch Events page.

LSC introduces new website

Locksmiths’ Supply Company announced the launch of its new corporate website: http://www.lsc.com.au/

Included in the rollout of the new site are improved functionality, easy online ordering and more product data than ever before. Through the new site, customers are able to view LSC’s extensive range of products and place orders 24/7.

“The new website is very clean, easy to use, and provides a great deal of information to the customer, such as: account details, pricing, out-of-stock item notification, order confirmation and many others. We will continue to add new features over the coming months to make the site even better." Scott McLean, Marketing Manager.

Your Truck is More Than a Service Vehicle

Another article taken from the Locksmith Ledger on the importance of signage when it comes to your vehicles.

As a locksmith beginner, my first instinct was to protect my tools. I decided that the best way to do that was to drive an unmarked vehicle. Any vehicle signage mentioning “locksmith” seemed to be a way to alert every miscreant in the area that something valuable was in my truck.

My thinking has changed drastically over the years. Business is hard to develop and every successful business uses advertising to some degree. Yellow pages, the internet, radio, TV and newspapers are all popular ways to get your message to the public. But most of these advertising possibilities come with a cost.

One of the least expensive ways to advertise is on the sides of your service vehicle. Your vehicle serves as a moving billboard. Many people have remarked to me during my locksmith career that they had repeatedly seen my vehicle somewhere on the road.

Successful advertising requires repetition. The more times your business name is placed before the public, the better chance you have of people remembering your company when they require locksmith assistance.

The most important point is to feature your business name in bold print. If the public does not remember anything else, your truck lettering must instill the connection in their mind of your name plus ‘locksmith.’

Additional messages printed on your vehicle are also important. If there is too much wording, it becomes a gray blur and people will lose interest in reading whatever you have to say. Short sentences such as, “24 hour service” or “established in 1947” are important facts and easily read by people as you drive by. A short, memorable slogan is also helpful in quickly getting your message across. A slogan such as “qualified bonded locksmiths” or “professional security solutions” says a lot in just a few words.

In addition to establishing credibility with your truck sign, a short resume of specialties is also helpful. It is difficult to be a general practitioner locksmith today. Most locksmiths find it more profitable to specialize in certain areas such as automotive, safe work or electronic security. You might show bullet points such as “safe specialist, CCTV installations,” or any other specialty you would like the public to know about.

The year or model of your vehicle is not important, but cleanliness is. A vehicle with a good paint job which is kept washed on a regular basis exudes professionalism to the public. A rusty, unwashed truck is not quite in the same category.

Additions to member site

There are several new additions to the MLAA member site. For instance the Industry Events page will keep you informed about all industry-based events. If you have an event that you’d like to see listed, please apply by emailing national@masterlocksmiths.com.au.

MLAK has been added to the list of business services listed under your member profile. These services (if ticked) will appear on your online profile on the sites search for a locksmith facility.

Another reason why you should login and update your profile today!

If you require your login and password, please email national@masterlocksmiths.com.au

Personal Property Security Act (PPSA)

Personal property security (PPS) reform is transforming the law and practice for secured financing involving personal property. PPS reform will bring the different Commonwealth, State and Territory laws and registers regarding personal property security interests under one national system.

The Personal Property Securities Act 2009 (PPSA) introduces in Australia a national law that will affect secured financing transactions involving personal property, including most forms of intellectual property (IP). Anyone who is selling, purchasing or licensing IP assets in Australia or is involved in financing transactions where IP is a security should, therefore, evaluate their arrangements in light of the PPSA.

Like the New Zealand regime, the Australian PPSA provides for the creation and enforceability of security interests in personal property, the determination of priority between competing security interests or other types of interests in the same personal property, and the establishment of a publically searchable register of security interests called the Personal Property Security Register ("PPSR" ).

The aim of PPS reform is to improve the ability of individuals and businesses, particularly small-to-medium size businesses, to use more of their property to secure lending. The introduction of a national system in Australia will remove the previous limitations or uncertainty on the use of personal property as security.

Businesses seeking further information or clarification on the amendments, please visit the PPSR website.

If this sounds like gobbledygook to you (and us) please ask your accountant.

Coburg Locksmiths

A quick message on behalf of all MLAA Directors and Members – we wish longtime member and supporter of the Association, Phil Plunkett of Coburg Locksmiths, a speedy recovery from illness. Get well soon mate.

Branch News

Lock Focus will be the host for Victoria’s first meeting for 2012 on Tuesday March 20th (15-17 Futura Road, Keysborough) while the Queensland faithful will gather on Wednesday March 7th at Queensland TAFE (Kingsford Smith Drive, Eagle Farm). MLAA CEO Tony Duggan and President David Rees will be in attendance.

A reminder that SA members are invited to join the Lockwood Racing Team in a pre-Clipsal BBQ held on Thursday March 1st from 5 pm to 9pm at 430 South Road, Marleston.

New Zealand members are encouraged to get to Rotorua for this year’s Trade & Training weekend from May 25th – 27th at the Novotel Lakeside Rotorua. Another fantastic weekend of technical and business orientated training has been organised, along with an expanded trade show for 2012.

Further information will be in our Kiwi e-news shortly.

Maximize the Value of Your Impulse Sales

Following on from last week’s e-news item on upselling from the Locksmith Ledger, we look at their take on ‘maximizing the value of your impulse sales’.

A steady flow of small-ticket sales is vital to the success of any retail business. It’s as true for a lock shop as it is for a mobile locksmith. These items fall into the category of impulse items and refer to unplanned purchases. In the store environment it is the price point that drives an impulse purchase.

Typically, items priced under $10 are classified as impulse items because most people will purchase these items without much thought or consideration. Many small sales can have a huge impact on your store’s revenues and profits. Yes, the higher-priced items are important to your business. Yet, multiple small sales are, in the end, just as important as expensive products and services.

Consumer emotion drives an impulse buy: “My grandson will love that key chain!” Maybe an item will help a customer anticipate a need: “I’d better grab that key tag rack to help our family organize our keys.” Often it is innovation that drives the purchase: “What a neat way to hide a key!”

Retail Environment

While you are cutting keys, your customer will want to browse the shop and will feel comfortable about making a small purchase. Grocery stores go to great lengths to keep shoppers in the store as long as possible. That’s why milk, the most common and frequent grocery store purchase, is always in the back of the store. Studies have shown that when a customer lingers in a retail-intense environment, a customer spends—to the tune of $20 in unplanned purchases every 10 minutes.

Selling small-ticket items makes sense and it works. Particular attention should be paid to those products that lend themselves to impulse sales—like key tags, key tag racks, key hiders, padlocks and specialty keys. These items should be clearly displayed and ready for purchase.

Indeed, the small-ticket display area is generally much busier than a display of big-ticket items. If you want to sell an expensive item like a safe, displaying lots of small-ticket items is critical. By taking time to browse through the items in the under $10 price range, your customer is more likely to return for a bigger purchase at a later date. In this manner, the value of impulse items goes beyond the immediate sale.

As a lock shop, there are some steps you can take that will attract everyday impulse sales. While much of what happens in stores is beyond your control, you can still increase your chances of merchandising appeal. The key to success is recognizing that placement and merchandising are two major impulse-purchase drivers. Bright colors that form a pleasing and uniform-looking display are imperative. Having the product within reach is critically important.

Well-designed packaging with crisp, bold graphics and bright colors will invite more than just a glance. Great packaging relates good information regarding the product--the brand, what the product is, a few benefits of use, and why it’s needed.

A well-constructed display made with an attention to detail will enhance the product offering and suggest to the customer that the product on the display is better quality than something that is just thrown together, or worse, just hung randomly on peg hooks with no thought of organization.

Last, be sure your store is clean and your product displays are bright with bold graphics. Female shoppers are particularly impressed by these details and are likely to remember both pleasant and unpleasant experiences in a store. And they are very likely to tell several of their friends about their experience in your store.

Mobile Environment

Every time you answer a lock-out call, you have a face-to-face opportunity with your customer to offer an add-on, impulse sale. You can calm a frantic mother at a roadside lockout: “Would you like a Collapse-A-Cone™ for your trunk in case you have another roadside emergency?”, “I have these new Remote Skins for that broken transponder of yours”, or simply provide an ounce of prevention with a Key Hider for a car. You will find real-life experiences that require a need for these products.

Additionally, consumers get the opportunity to benefit from your product knowledge and expertise and a chance to hold the product to alleviate their pre-purchase fears. When you let consumers “try before they buy,” they are more likely to purchase an unplanned item.

While packaging and merchandising may be less important in a van, it is still significant that your customer have a pleasant experience in order to consider an add-on purchase.

A Welcoming Retail Environment

In order to benefit from the value the impulse items can provide your business, a few key steps must be taken to create a welcoming retail environment for your customers:

Have the product within reach. This point is critically important.

Have a broad selection of product for your customers. A locksmith once told me that no matter what he thought would sell, his customers wanted something else. He started with a small retail display one year and the next year he asked for the largest retail display we had. His sales and profits have increased accordingly.

A well-constructed display made with an attention to detail will enhance the product offering and suggest to the customer that the product on the display is top quality.

Adelaide – The MLAA is coming

Your Association is pleased to announce that this year’s Lock & Security Expo will be in Adelaide.

Held at the Adelaide Hilton between October 5th and 6th, this year’s Expo will re-introduce “much demanded” skills training and the Expo will focus Locksmithing for Today and Tomorrow.

Stay tuned for further information.

DC-1 - All Systems Go!

The rollout of the New DC1 Restricted System is well underway. Lock & Key Co now have in stock, the complete range of ‘Anti Bump’ barrels on DC1B broach. In addition to this there is a large range of compatible ‘Anti Bump’ housings.

During February all MLAA members will receive an info pack on the DC1 product. This pack will give you everything you need to know about DC1, including a price list, specification sheets, sign up details and samples of marketing materials.

As the Australian Standards in relation to lock bumping are changing, DC1 is the obvious choice for your next inline system.

In addition to this there is now some great point of sale material for your store, to help you sell the DC1 product to end users.

All agents can have access to these materials: DL sized Brochures , A2 sized posters & A3 sized reverse stickers.

Plus you have the extra benefit of knowing every dollar you spend on DC1 supports your Association.

Please contact Adrian Aldridge - Customer Service Manager on (02) 9612 4742 for further information.

 DC-1 Marketing Brochure (PDF - 750KB)

Board of Directors meeting

Your Association’s Board met in Melbourne on Saturday, with a number of key topics and initiatives being put forward for discussion and approval. It was also a great opportunity for the Board to map out a plan for the future direction of the Association, particularly the operation of our branches.

The MLAA welcomed back Cliff Forrester to the Board to fill the casual vacancy as Queensland Director for the remainder of its current term. The Board and Staff of the Association thank Guy O’Neil for his significant contribution to the Association during his time as Director.

Some exciting initiatives around the MLAA’s MLAK system will proceed, including re-branding, re-education and new marketing collateral being developed.

The 2012 Expo will be held in Adelaide at the Hilton Hotel in early October. The theme of the Expo will be Locksmithing in the 21st Century and Beyond and will provide locksmiths with plenty of training opportunities, both technical and business orientated.

NZ Director Mark Lightfoot believes this year’s New Zealand Trade and Training Weekend in Rotorua will be their biggest and best, with an abundance of technical, hands-on and business based training being afforded to our Kiwi counterparts. A concerted effort has and will continue to be made on ensuring the MLAA’s range of restricted products will be more attractive and affordable for NZ Business members.

Our relationship with Australian Essential Services Group (AESG) will continue to grow as they continue to educate members on Building Codes and Safety measures. Opportunities for businesses to expand their services and current skill sets will be begin with a pilot program in South Australia.

The Board is keen on members to reaffirm their commitment to the MLAA Code of Ethics and Code of Conduct. The expectations of members will be communicated and reiterated via our e-news over the coming weeks.

Upselling

Definition: upselling is a sales technique whereby a seller induces the customer to purchase more expensive items, upgrades or other add-ons to make a more profitable sale.

A recent study concluded that it is 70% easier to get an additional 3% in sales from an existing customer than it is to get more customers in the door to equal the same dollar volume in sales.

In today’s current climate, businesses and customers are looking to spend as little as they can, so in our industry it’s not about necessarily about inducing customers to purchase more expensive items.

Exposing customers to other options that were perhaps not considered previously or by adding value to a purchase may not only result in more profitable sales for your business, but will also encourage happy customers to return (we have covered the value of repeat customers in a previous edition of the MLAA e-news).

How can locksmiths upsell?

A practical example may be suggesting the purchase of a pin coded lock box (which may be conveniently stationed next to the cash register or on the counter in a display case) to a customer wanting duplicate house keys to give to their children.

The pin coded lock box can be placed outside the house, has single or multiple user codes and doing away with the need for multiple copies of keys. Instead of a $4-$8 sale for a duplicate key, you have sold them Lock Key Box worth between $50-$70.

Alternatively, you may even offer to cut the house key for free when purchasing the lock box.

The cost of a cutting the key is little compared to the ROI for the sale of a more expensive (but adds value) product and happy customer who may bring repeat and referred business to your door.

Another example - Everyone follows a football team, whether it be AFL or NRL. If someone wants a key cut, ask which team they follow and show them they can have their favorite team’s logo as a key head. A simple but effective way of increasing the value of the sale. I’ll have a Collingwood key head please (insert Collingwood supporter jokes here!)

Upselling is a great way of increasing your revenue. Keep it simple, honest and subtle. A happy customer is worth its weight in gold to their business!

The following article was published on the Locksmith Ledger International website and takes a further look into the subject of upselling.

Sales Techniques: Upselling

A customer comes into your locksmith business looking for an extra key because his son has lost a key. Instead of just taking the key and making a duplicate, you start a conversation, eventually asking, “This probably is not the first time you are duplicating a house key, correct?”

You’ve taken just a few minutes and find out that no, this child seems to lose a key every few weeks and it is getting to be rather annoying as someone has to leave work to let him into the house — not a problem you would expect from a teenager.

Well, there seems to be more of a problem than just making another duplicate key. In addition to losing the keys, there are lost keys somewhere at his school or in the neighborhood that can unlock the front door. That’s a scary thought.

How can you, the security professional, resolve, the real problem? The solution certainly is not selling another duplicate key. Instead, show the customer a few keyless deadbolts, mechanical and electronic. Show both types, but begin by discussing the features of and demonstrating top-of-the-line electronic deadbolts.

As an alternative to a key, the teenager can remember a 10-digit telephone number; his cell phone proves that. Plus, he can’t lose a User Code. And as an extra benefit, the deadbolt’s electronic code can be programmed into his cell phone. Even if he forgets it, the electronic deadbolt can still remotely provide access.

The parent becomes intrigued with the electronic deadbolt since it can remotely grant access into the home. The electronic deadbolt’s home monitoring system offers the ability to send email and text alerts when programmed User Codes operate the deadbolt. The parent can even set up the system to include cameras to monitor what is going on inside the home.

By the time your customer leaves the store, he is happy because he now has a workable solution, increased security and the ability to control his world from just about anywhere. He has also purchased much more than the duplicate key he originally came in to get.

He is proudly carrying home an electronic deadbolt, the home monitoring system, a camera and other accessories. The sale went from a $3 transaction to around $300. The profit margin rose right along with it.

This is an example of Upselling. In reality, you are selling your customer the “right” security products for the application, solving his problem. He is happy. You provided personalized service to the customer. This is the best way to get and keep a customer. Sometimes the “right” security product is larger, has more features or is more expensive than the item they thought.

Upselling needs to be done adroitly without the customer feeling pushed or you seeming too eager to force unwanted products.

To do this you must think about selling as suggesting the right product or service. You need to be a people-person, friendly, outgoing and, most importantly, genuine. You have to want to provide your customers with the “right” products and services.

If you are on a job changing the combination and see a worn hinge, be sure to discuss the hinge with the customer. When a customer tells you what he or she thinks he wants, listen for cues and let him finish talking without you having a rush to judgment.

Completely listening to your customer takes only a little more time. Listen to what is being said as well as not being said. Once the customer has discussed his or her problems, wants and needs, only then do you think about talking. Ask questions that will help focus the problem.

What is the incentive for taking the time? For the locksmith store owner, it is the greater potential for increased sales. For the employee, it should be some type of benefit/incentive to take the time when talking with a customer. Remember you must be patient, listen and communicate well.

Always attempt to build strong relationships with customers, and represent the company professionally and in a positive way.

Track your sales to prove to yourself that taking the time, being genuine and truly trying to help the customer in the long run is profitable. Knowing that most of the sales will be a higher dollar amount should be more than enough to convince you.

If you leave the job with the customer satisfied, you will get additional business.

Why choose a Master Locksmith?

Lockey Smith has been busy in the editing room, creating a short video promoting the benefits of choosing a Master Locksmith for the public’s security needs. The video has been posted on youtube, facebook and masterlocksmiths.com.au. If you would like to link or incorporate the video into your website, please let Lockey know so he can pass on the details on how to do so.

You can view the video below.

Are you friends with Lockey Smith?

Lockey’s popularity on the social network is gathering momentum, but there are still plenty of members that haven’t befriended the face of the Association. This week 10 double passes are up for grabs for Victorian members to attend the Moonee Valley Racing Club’s TGIFebruary promotion. The passes enable the bearer to attend a night meet on the either the 17th or 24th of February.

They are still available so email national@masterlocksmiths.com.au with TGIFebuary in the subject to claim your free tickets.

Lockey will continue to post freebies on facebook and twitter throughout 2012.

Immotech to hit Port Macquarie in March

This highly regarded and successful training weekend returns to Port Macquarie on March 10 and 11, 2012. This year the Immotech team has bowed to pressure and will be teaching Eeprom at an advanced level. Other topics of interest covered include Transponder theory, alternative gain entry and vehicle programming (basic to intermediate)

Immotech Pty. Ltd. offers quality training to Automotive Locksmiths throughout Australia and New Zealand. Please visit http://www.immotech.com.au/ for further information or email mailto:locksmithchris@live.com.au for booking details.

The key to the premiership could be in your hands

A new range of 3D Sculptured Club Keys distributed by Locksmiths’ Supply Company is now available. This range of stylish keys include logos of all 16 NRL teams and 18 AFL teams and a LW4 profile, which means they are suitable for the majority of home locks in Australia.

“The keys are a perfect gift for all die-hard fans. They are a great way to show loyalty and to support your footy or rugby team. They look great and provide supporters another avenue to show their team spirit,” said LSC Marketing Manager Scott McLean.

Each team key has its own unique style and would make a great gift for that special someone who is passionate about the game. The keys are also a great way for locksmiths to upsell or use as incentives for customers to purchase more products (which we will look at in next week’s e-news: Upselling and maximising the value of your impulse sales).

Please contact your local LSC rep for further information.

SA MLAA Members – Start your engines

South Australian MLAA members are invited to join the Lockwood Racing Team in a pre-Clipsal BBQ!

Join Fabian Coulthard and the Lockwood Racing Team to celebrate the start of the V8 season and you could win a fantastic prize-pack featuring tickets to the event and Lockwood Racing merchandise.

There’ll be plenty to eat, drink and awesome prizes up for grabs during the “Unlock the Toolbox” promotion on the night.

The BBQ will be held on Thursday March 1st from 5 pm to 9pm at 430 South Road, Marleston.

To RSVP to the event, please click here and fill out the online form.

Bill Bridge

Last Friday week we said goodbye to Bill Bridge, a long-time business owner, member and contributor to the Association. MLAA Life Member Bruce Hildebrandt has kindly put together a few words on the late Bill Bridge.

Bill Bridge founded R & W Bridge Locksmiths immediately after WW2. Bill typified the original old school of locksmithing-largely learning by improvisation and perfecting techniques that were not taught in the manner of today. Little knowledge was handed down when Bill first started in our trade.

Bill was in the original foundation group of the MLAA, was very supportive of the aims and objectives of the association and attended meetings regularly. Bill specialised in safe servicing and opening, and was highly regarded for his expertise. R & W Bridge did a lot of work for the Banks and Department of Defence.

Those that knew Bill will remember him as a good bloke and good company.

Brad Jones Racing (BJR) unlocks third naming-rights sponsor

World-leading lock group, ASSA ABLOY, has stepped into the role of title sponsor for the 2012 V8 Supercar season, backing Fabian Coulthard's car 14.

ASSA ABLOY is the parent company of iconic Australian brand Lockwood, which will feature on Coulthard’s car as well as the front bumper of Jason Bright's Commodore.

Coulthard's new livery was launched at ASSA ABLOY's Melbourne headquarters on Tuesday, along with the team mascot.

It was also the first public viewing of BJR's on-car tribute to team-mate Jason Richards, who died last December.
All BJR's cars will be in action on February 11th at Sandown for the official V8 Supercar test day.

 

Nick Penny, Marketing Communications Manager of ASSA ABLOY said:

"Our involvement last year confirmed to us the success of the partnership and how we can leverage it. Having naming rights was the natural progression as it will allow more assets to deliver our key marketing activities in 2012 as well as our internal programmes for our employee base in Australia."

"The partnership with BJR has also been outstanding, providing excellent value and a base for many of our marketing initiatives in 2011. We value the partnership with BJR and feel their business ethos is closely aligned to our own. They understand our business and have provided a fantastic platform for us to not only promote and advertise our brand but also engage with customers and our employees".

"We are extremely excited about 2012 and can't wait to get racing at CLIPSAL in Adelaide. Everyone here at ASSA ABLOY Australia and, I'm sure our customers, will be cheering Fabian from the get go.”

Lockwood Racing Driver Fabian Coulthard noted:

"It's a pretty exciting time, having a new team, new sponsor and new car .I just can’t wait to get the season underway and get some results."

"Lockwood is full of very passionate people, who are obviously very into their racing. They've got a lot of ideas about what they should do and I'm just so happy to work with them. It sounds like it's going to be fun and we’ll both benefit."

For all you petrol heads (and I know there are plenty of you) check out http://www.lockwoodracing.com.au/ for further information.

Changes to Defects Warranty Laws for Goods & Services – Commences January 1, 2012

As part of the revised consumer warranty regime under the Australian Consumer Law (ACL), any manufacturer or supplier supplying goods or services to consumers with a warranty against defects must make sure that any document containing that warranty complies with Regulation 90 of the Competition and Consumer Regulations 2010 (Regulation).

A person – or in some cases a self-employed individual or a business – will be considered to have acquired goods as a consumer if they purchase:

• goods or services that cost less than $40,000; or 
• goods or services that cost more than $40,000 but are of a kind ordinarily acquired for domestic, household or personal use or consumption; or 
• a vehicle or trailer primarily used to transport goods on public roads.

The Regulation will come into effect on 1 January 2012 – after this date, manufacturers and suppliers who don’t comply with the defects warranty requirements (or any retailer offering goods or services to consumers with non-compliant defects warranties) will be in breach of the ACL and therefore expose themselves to the risk of hefty fines and other penalties, such as injunctions and damages ($50,000 fine for corporations and $10,000 fine for individuals: sections 192 and 224 of the ACL).

What is a warranty against defects?

A warranty against defects is a promise about what a supplier or manufacturer will do if something goes wrong with the goods or services. This kind of warranty is defined in section 102(3) of the ACL as a representation communicated to a consumer (and includes any document by which such a representation is evidenced) in connection with the supply of goods or services, at or about the time of supply, that a person will (unconditionally or on specified conditions):

• repair or replace defective goods (or part of them); 
• resupply or fix a problem with defective services (or part of them); or 
• wholly or partly recompense a consumer who purchases a defective product or service.

Regulation requirements

Under the Regulation, any defects warranties must be in a document that is legible, presented clearly and expressed in reasonably plain language. In particular, the Regulation requires all warranties against defects to include the following mandatory text: “Our goods come with guarantees that cannot be excluded in the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”

This mandatory text must be included even if the warranty against defects relates only to services.

Under the Regulation a warranty against defects must (amongst other things) also clearly:

• explain what the consumer must do for the warranty to be honoured (and the time frame in which they must do it); 
• state the length of the warranty; 
• provide all relevant contact details of the person/business giving the warranty; and 
• explain who will bear the cost of making a warranty claim (and if it is the consumer, how the consumer can recover their costs in making the claim).

Further information is available from the ACCC website

Education Tax Refund

Something away from the usual MLAA e-news items, but something many of our members with school aged children may appreciate is information on the Education Tax Refund.

The Education Tax Refund (ETR) helps with the cost of educating primary and secondary school children. Eligible parents, carers, legal guardians and independent students are able to get money back on education expenses. These include items like computers, educational software, textbooks and stationery. You may get 50% of your money back.

You can claim the ETR for children in primary and/or secondary school.

You need to keep your receipts as you need them to calculate your entitlement and you may need them as proof of purchase.

If you would like further information on the Government scheme or see if you are eligible, please visit the Education Tax Refund website or download the fact sheet below.

 Education Tax Refund - Fact Sheet (PDF - 1.96MB)

New Zealand News

Trade & Training Weekend

The MLAA Trade & Training weekend is back again for another year at Rotorua. The event has been a great success over the past years and 2012 will again provide New Zealand locksmiths with a new range of training along with an increased number of exhibitors.

The Trade & Training weekend will take place in Rotorua from May 25th to 27th. The trade show will be on Saturday May 26th.

Mark the date in your diaries and stay tuned for further information.

Trade Testing

Testing will be held at the new City Locksmiths facilities in Newmarket, Auckland on Saturday February 18th. City Locksmiths is located at 16 St Marks Road, Newmarket. If you are interested, please fill a Trade Test application form.

 Trade Test Application Form (PDF - 153.KB)

Work Health Safety Act Update

From January 1st 2012, the current State and Territory health and safety legislation will be completely overhauled and a new set of national, harmonised OHS laws will be formed – meaning you will need to adjust to a whole host of new safety duties and responsibilities.

New work health and safety laws commenced in New South Wales, Queensland, the Australian Capital Territory and the Northern Territory.

In South Australia, Parliament voted to adjourn debate until mid-February 2012, Victoria has delayed the implementation of harmonised laws and Tasmania’s Legislative Council amended the Bill by changing the commencement date to 1 January 2013.

Current State Laws will continue to be enforced in these States until each adopts the new laws.

If you think the new laws don’t affect you, here are just a few examples of the changes you may have to deal with when the WHS Act comes into effect in your State or Territory:

• You will have to adjust to a completely new set of safety obligations – If you are an ‘officer’ of a company (i.e. a director or manager), when harmonisation is brought in you will be obliged by law to exercise ‘due diligence’ at all times. This means you will have a legal responsibility to keep informed about health and safety matters, and act immediately on any OHS risks that are brought to your attention. In other words, if you want to give OH&S your highest priority (and avoid prosecution), you will have to work harder than ever to stay on top of your health and safety obligations.
  
  
• You will be responsible for the health and safety of a lot more people – The new laws will place a requirement on anyone who conducts a business or undertaking to provide a safe workplace for all employees and workers. And under the new laws, the definition of both ‘worker’ and ‘workplace’ will be broadened, most notably to include contractors and labour hire workers. In short, this means your duty of care will expand significantly.
  
  
• It will be much more complicated to consult with your employees about OHS – Under the proposed new laws, you will have a legal duty to consult with employees and other workers about health and safety matters in a very particular way.
  
  
• You will need to abide by new restrictions and consequences for discriminatory conduct – The proposed new laws will allow a discrimination case to be a criminal prosecution, and will also enable employees to seek civil action for damages.
  
  
• You will have to comply with expanded union right of entry provisions – The new laws will not only give unions the power to investigate workplace safety incidents, they will also allow them to advise and consult with your employees about OHS matters.

Your Association will endeavour to provide you with tips, tools and practical advice to help you implement occupational health and safety in the workplace.

There are a number of templates and documents available in the Member Resources section of our member website. We will continue to add to the work health and safety collection over the coming weeks as we too try to understand the changes to the legislation.

Login to the members section and see what’s currently available on the subject. Whilst your logged, please update your member profile too!

Know consumers’ rights – Repair, replace, refund

As a business owner, did you know you must, by law, guarantee the products or services you sell?

And that your customers have the right to ask for a repair, replacement or refund if the products you sell are faulty, unsafe or don’t work as intended?

These rights are called consumer guarantees and they have been law since 1 January 2011.

A new ACCC campaign – Repair, Replace, Refund – highlights consumer rights and business obligations under the consumer guarantees. Given the profile of the campaign, it is important that you understand your obligations and subsequently aid consumers with their understanding.

But it’s more than just an obligation. Businesses experience significant costs every year to deal with problems where they are legally obliged to provide a remedy for consumers.

The spin-off effects can include declining sales, a drop in return business and damage to your company’s reputation.
So it’s in your interests to understand and comply with the provisions, and to have in place a reliable system to manage complaints about faulty or unsatisfactory goods.

Broadly, consumer guarantees state that all goods sold in Australia must be of acceptable quality, be fit for the purpose they are intended and match the description given.

Repair facilities and spare parts must be available for a reasonable time, and suppliers and manufacturers must comply with any warranty covering the product.

Services must be delivered with due care and skill, and completed within a reasonable time if no set timeframe is agreed.

The key part of the provisions requires businesses that sell, lease, make or import most household, personal, automotive products and services to provide appropriate remedies for anything that does not meet the consumer guarantees.

That includes repairing or replacing the product, providing a refund or fixing the problem with the service.

Consumers have this right whether or not the product or service comes with a voluntary manufacturer’s warranty or an extended warranty.

It’s also important to note that manufacturers’ warranties and extended warranties apply in addition to, but do not replace, consumer guarantees.

If the goods or services don’t meet the consumer guarantees, the most appropriate way to resolve it will depend on how serious the problem is.

If it is major or cannot be fixed in a reasonable time, the consumer is entitled to choose a refund or a replacement product (or receive compensation in the case of services).

A major problem with a product is when it:

• has a problem that would have stopped the consumer from buying it if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what you said it would or what the consumer asked for.

The consumer may also be able to claim compensation for any drop in value from the price they paid, or other loss or damage caused by the faulty product.

If it is not a major problem you can choose whether you will repair, replace or refund the product or fix the problem with the service.

In some cases the manufacturer or supplier/distributer may be in a better position than you to determine what is wrong with the goods. While the customer is free to seek a remedy from the manufacturer, you can’t demand that they deal directly with the manufacturer.

Also, you must provide a remedy within a reasonable time, so if you have sent goods away for diagnosis or repair, you should have a process in place to follow it up.

If it is a problem that can’t be easily fixed, you should advise the customer and let them choose the preferred remedy.

Consumer rights are not unlimited though. For example, you are not required to provide a remedy if the consumer has changed their mind about the product, did not fully explain what they wanted it to do, or misused or damaged it.

You can’t limit or refuse a consumer guarantee, nor can you tell your customers they have to pay for the rights under consumer guarantees or do anything that leads them to believe their rights do not apply.

An example is displaying “no refunds” signs. Signs such as No refund on sale items and No refunds after 30 days imply it is impossible to get a refund under any circumstance – even when there is a major problem with the good or service. This is not the case.

The ACCC has produced an online education module for businesses to help them understand consumer guarantees and train their staff. Visit www.accc.gov.au/consumerguarantees to view the module.

We will upload these on the MLAA Resources page once they have been made available by the ACCC.
Unfair dismissal and unlawful termination

When does 'unfair dismissal' apply?

An employee will have been unfairly dismissed if Fair Work Australia finds that:

• the dismissal was harsh, unjust or unreasonable
• the dismissal was not consistent with the Small Business Fair Dismissal Code 
• the dismissal was not a case of a genuine redundancy

This could include when there is no valid reason for the dismissal, or you have not given the employee a warning or a fair chance to improve their performance, or a fair hearing. Another form of unfair dismissal may occur if the employer makes a position redundant, retrenches the employee and shortly after hires a new employee to do the same duties.

The employee may lodge an unfair dismissal claim if the business employs:

• less than 15 staff (excluding irregular casuals), and the employee has worked there for 12 months or more
• 15 or more staff (excluding irregular casuals), and the employee has worked there for six months or more

The Small Business Fair Dismissal Code applies to businesses with fewer than 15 employees (excluding irregular casuals) under the Fair Work Act. If a small business follows this code, a dismissal will not be unfair .

Tip: at the Fair Work Ombudsman website download the Small Business Fair Dismissal Code as your guide to following the right procedure. Use the Checklist to stay on track, and keep completed copies and records of meetings.

 Small Business Fair Dismissal Code & Checklist 2011 - (PDF - 128KB) 

For detailed answers to questions about unfair dismissal and unlawful termination, call Fair Work Australia on 1300 799 675, or the Fair Work Ombudsman on 13 13 94.

Did you know about Centrelink notification? When 15 or more employees are dismissed for reasons related to a restructure of the business, the employer is required to notify Centrelink before dismissing the employees.

Social Media Helping Small Business

In our last edition we looked into different forms of marketing, the importance of word of mouth/referrals and how you can evaluate the effectiveness of your marketing spend. We have also discussed the benefits associated with retaining your old customers by building positive business relationships through communication.

This week we will be looking into the different Social Media outlets available to Small Businesses and examine how you can take advantage of this rapidly growing and effective method of customer interaction.

What is Social Media?

Social Media can be defined as a method of mass communication and interaction that is user-generated.

Through Social Media outlets like Facebook, Twitter, Forums and Blogs thousands of people can communicate by sharing their ideas, photos, stories, products and many other things in an online environment where everyone and anyone has the ability to see. Although restrictions do apply and security does exist to protect the users’ privacy, thousands, if not millions of people can be reached with the simple click of a mouse.

Facebook and Twitter are two of the most popular.

• Facebook has evolved into a mass communication method. Basically, your account, whether that be for yourself as a person, or your company has the ability to build a friendship base with other Individuals or Companies that use Facebook around the world. By becoming ‘Friends” with them, you both now have to ability to communicate via Public and Private Messages, Photo’s, Website Links and Contact Details. From a marketing perspective, the opportunities become endless once you have a significant friendship base which you can reach quickly and easily.

• Twitter works in a similar way to Facebook, except it does so by communicating short messages to your ‘Followers’.

Why should I be interested in this?

Social Media outlets can be extremely effective vehicles for reaching your audience/market. Did I also mention that it was FREE?

If you’re looking for new ways to reach your audience and get your company noticed, social media could be the answer.It’s easy to create a Facebook or Twitter account – if unsure – ask your kids (if you have them) or ask the cool kid on your staff. Create your account under your trading name. This will make it easy for people to find you. Upload your logos, provide contact details, links to your website, links to the MLAA website, the business hours of your store, and whatever else you would like businesses or potential customers to see when looking at your profile.

Once set-up, your next step is to build your friendship base. There are several ways of doing this:

• Firstly, Facebook and Twitter allows registered users to search for individual customers or companies. For example, if you search ‘Master Locksmiths Association of Australasia’, you will find us! Vice Versa, if we search you and you have an active Facebook or Twitter account, we will locate you and be able to become ‘Friends’.
• You can also search by Keywords. For example, you could type in ‘Locksmith’ and find Locksmiths that are taking advantage of social media outlets.
• Encourage your customers to become ‘friends’, leave comments or ‘like’ your business. Include ‘Find us on Facebook’ or ‘Find us on Twitter’ in any of your advertising campaigns or on your email signatures.
• Perhaps a special offer for your friend network or subscribers to your social media profiles will create interest in you and your business
  

The best thing once your profile is up and running is to remain active! (not too active that you drive people up the wall, but enough to keep your business in their minds).

Social Science Researchers have concluded that the 6 Degrees of Separation have now been reduced to 4.7 as a direct result of Facebook.

Lockey Smith on Facebook and Twitter

Become friends with Lockey on Facebook and follow him on Twitter. It’s simple to do and only takes a couple of minutes.

Lockey will keep members informed of meeting dates, promotions, training events and other MLAA news along with public information announcements referring the public to the MLAA website for further information or to find their nearest member.

Lockey will also 'tweet' meeting date reminders and special events along with alerting the public to the benefits of choosing a ‘Master Locksmith’.

A couple of Victorian members who are friends with Lockey Smith got their hands on tickets to last Saturday's Big Bash between the Melbourne Stars and the Sydney Thunder at the MCG. Using Facebook those first-in were best dressed!

 

Help us help you!

In 2012 we are looking to continue to raise the profile of the Association and its member- locksmiths, the industry and the standards by which our members adhere to and are measured.

Some of the strongest and most respected corporate or organisational brands in the world are associated with not-for-profit associations. This is not attributed merely to the strong public recognition of their logo, historical standing, but the high esteem in which they are held.

The Master Locksmiths Association isn’t quite there yet, but with your help we can better promote positive behaviours and performance, affecting how the Association and the profession is presented to, and experienced by our key stakeholders – the general public.

Recently we launched our new public site with improved search facility, Lockey Smith as the new ‘face’ of the Association and entered the world of social media in Facebook and Twitter. These marketing mediums will continue to push the MLAA message and build upon the communication between the MLAA, members and the public.

We also need you to you to help promote the Association and ensure ‘Master Locksmith’ members are the first locksmiths people and businesses turn to for their security needs.

Be proud of your membership of the MLAA and promote the fact that you are a member. If you have a website, please include our logo on your site (with link to our website – perhaps our Why Choose a Master Locksmith page), include logo’s on your business cards, stationery, shopfronts, uniforms and vans.

We have stickers and patches for uniforms available for members and if your require logos or help in adding our logo with link to our website, let us know!

Marketing Statistics follow up

Last week we looked at a simple way to evaluate the effectiveness of your marketing strategies and if your money can be better spent using alternative media mediums. A simple method of evaluation was to record to the source of your enquiries.

Attached is spreadsheet to assist you in the collection of data. It’s easy and simple to implement.

  Marketing Survey (PDF - 80KB)

Marketing - Word of Mouth & Referrals

December 7th, 2011

In previous weeks we have looked at attracting new clients and servicing current clients using Fortify 2.0, plus the importance of keeping current clientele happy and ways to open the lines of communication with customers.

This week we will take a quick look at Marketing and how simple surveys and recording of stats can ensure your marketing dollars are being well spent.

Traditional Marketing

Traditional marketing avenues for Locksmiths include:

• Yellow Pages (and other Business Directories)
• Newspapers (Local)
• Company Websites
• Printed Materials (Brochures & Flyers); and
• Social Networks

Businesses also utilise marketing mediums including Sponsorship (Sporting Club), Radio advertisements, online advertisements and search engine optimisation to get their businesses exposed.

Marketing can be an expensive exercise for businesses, particularly those that use multiple mediums.

A free, yet often undervalued marketing avenue is word of mouth and referrals. You’ll be surprised how much of your business is generated by word of mouth or referrals from previous/current customers, which comes at no direct cost to you.

Let’s look at word of mouth marketing.

Word of Mouth Marketing

A satisfied customer will go out of their way to talk about the service they received to anybody and everybody that may be interested in the same products. This Word of Mouth creates a ‘Buzz’ surrounding your business which as long as the relationship between you and the existing customer is positive, this ‘Buzz’ will continue to attract new customers.

A business survives by creating, communicating, delivering and exchanging products/services that have value for their customer. By performing these, and maintaining a positive relationship with your customers, the creation and communication of value may be performed with minimal direct marketing effort on your part.

Keys to Capitalising on Word of Mouth Marketing

Customer Satisfaction

Ensuring a customer is satisfied is building a strong foundation for them to subconsciously contribute to your Word of Mouth marketing campaign. Go out of your way to ensure that the customer is happy with the final product and the benefits will far out-weigh your outlay.

Customer Retention

Your retained and returning customers are the greatest asset your business can have. Keep them happy, and they will tell everyone interested how happy they are with the service they received. Every customer has the ability to attract new customers for you.

Special Offers and Loyalty Programs

Customers like to feel special. As a Business, the best way to make customers feel special is by offering price discounts and product incentives that relate solely to their return business or their customer referrals. An excellent way of holding a strong relationship with customers and ensuring their return business could be supplying them with a business card or fridge magnet, which acts as a loyalty program.

This could also apply to new customers that existing customers have referred onto you. Anything that gets customers talking about your quality business and their importance to you will be beneficial, remember that!

Measuring Success

You will be surprised how easy it is to measure the effectiveness of your marketing strategies.

A simple but tried and proven way is simply recording the source of your customer enquiries – whether it be walk-in, telephone or email.

Simply ask how you found out about us. Was it the Yellow Pages, company website, the MLAA website, newspaper advertisement, signage, saw logo on the back of a football jumper, Google or other search engine provided result, referred by a friend or was it word of mouth.

Record the responses, work out the percentages of each enquiry source and compare the results to the amounts you spend on each advertising medium. You will then be able to determine whether you’re spending too little or too much of your advertising dollars in the right or wrong areas.

An old saying is “half the money spent on advertising was wasted, but I don’t know which half”

Queensland Member Update - Legislation changes affecting your industry

Amendments to the State Penalties Enforcement Regulation 2000, which came into effect on 1 July 2011 impact on compliance activities in the security provider, second hand dealer and pawnbroker industries. The amendments give officers of the Queensland Police Service (QPS) the authority to issue on-the-spot fines for breaches of legislation in these industries.

What does this mean for me?

Currently, Police give OFT written advice on suspected breaches of the legislation and these cases are then managed by the OFT investigation team. Once trained, QPS officers will be authorised to issue on-the-spot fines for security providers, second-hand dealers and pawnbrokers who operate outside the law.

These changes to the law will result in a wider and more efficient reach of enforcement activities by allowing police officers to issue on-the-spot infringement notices for offences detected during their normal activities.

This increased compliance is good for the security provider, second-hand dealer and pawnbroker industries. It will improve consumer confidence in these industries. Licensed individuals and businesses will also benefit as greater compliance monitoring will improve trading conditions by keeping dishonest traders out.

OFT continues to be responsible for administration of all infringement notices – whether issued by a Police Officer or Fair Trading Investigator. QPS will be responsible for the prosecution of any contested matters arising from infringement notices issued by police.

When does it start?

QPS officers in the Gold Coast and selected Brisbane areas already trained to issue infringement notices started an active compliance operation during this year’s Schoolies event. This helped to protect the general public and particularly young people who converge on the Gold Coast at this time.

Further roll-out of this important initiative across regional areas in Queensland will occur in the New Year.
More information on these changes can be found on the Office of Fair Trading website. The MLAA will continue to provide members with licensing information when it comes to hand.

Better pay, training system on the way for tradies nationwide

Steve Lewis, Herald Sun, December 06, 2011

TENS of thousands of carpenters, electricians, plumbers and other tradies will be able to fast-track their apprenticeships and travel across state borders to earn higher pay as part of a new training blueprint.

In the biggest shake-up of apprenticeships for years, the Gillard Government will also back a pay rise to take early-year apprentices off poverty-level wages as low as $10 an hour.

But $1.2 billion in training subsidies paid to employers will be subject to a searching review amid concerns fast-food outlets, such as McDonald's, are using them as a wage subsidy rather than for training.

The Government today will unveil plans to slash red tape and establish a national apprenticeships system.

For the first time, Australia will have a unified system instead of the current state by state framework, under reforms to be announced in Melbourne by Workplace Relations and Skills Minister Chris Evans.

The changes will cut the time many apprentices have to spend earning breadline wages.

An independent review found low wages contributed to a 52 per cent drop-out rate in the 400,000-strong system.
The current set-up also is too complex, with apprentices able to qualify in two years in some states but four years in others.

Fair Work Australia plans to undertake a review of apprentice wages and the Government will back a pay rise, particularly for early-year apprentices.

Senator Evans said the apprentice blueprint would make it "easier and quicker for Australians to get the skills they need to access the high-paying skilled jobs of the future". "We want to create a harmonised system that operates across all states - a system that allows an apprentice or trainee to move and take their apprenticeship with them," Senator Evans told the Herald Sun.

Leading employer groups are expected to endorse the overhaul, which will include $100 million to boost the skill levels of young workers.

But the national secretary of the Australian Manufacturing Workers Union, Dave Oliver, yesterday warned against the Government's moves to fast-track apprenticeship training.

The reforms build on a series of recommendations by an independent panel that carried out a year-long review into Australia's apprenticeship scheme.

Lockey Smith hits the social network

Lockey Smith has taken a tentative first step into the world of social media – joining Facebook and Twitter. Lockey Smith will use these media platforms to promote the Association and locksmithing in general.

It will keep members informed of meeting dates, promotions, training events and other MLAA news along with public information announcements referring the public to the MLAA website for further information or to find their nearest member.

Lockey Smith will also be found on Twitter. Twitter is an online social networking and micro-blogging service that enables its users to send and read text-based posts informally known as "tweets".

As of 2011 over 300 million people have taken to Twitter, generating over 300 million tweets and handling over 1.6 billion search queries per day. It is often described as the SMS of the Internet.

Lockey will 'tweet' meeting date reminders and special events along with alerting the public to the benefits of choosing a ‘Master Locksmith’.

Look to see and hear a lot more from Lockey in 2012

Website Update

If you haven’t noticed, the Master Locksmiths Association has a new public and member website. We have included a number of NZ specific documents as part of the MLAA resource library to assist you run your business. If you would like to see any other documents made available, please email jarad@masterlocksmiths.com.au

Check out the member site, re-familiarise yourselves with key MLAA documents and don’t forget to check out Fortify 2.0 – the MLAA’s security upgrade marketing program for Business Members.

Update your details online

Still plenty of businesses that have not logged into the Members Section and updated their profiles. It takes less than five minutes to ensure all your business information is correct and showing as you want it on our new locksmith search facility. You can even display your logo and the services you provide.

If you need your username and password, please email jarad@masterlocksmiths.com.au  

Click here for the Member Login page. Once logged in, click on “Update Member Details” at the top right of screen.

Please take the time to ensure your business address, suburbs, business types, services provided and postcode is completed.

Trade Testing

Trade Testing has been organised for the weekend of February 18th and 19th in Auckland with Fraser Burns. That gives you plenty of time to brush up your skills and be recognised as a ‘Master Locksmith’ (provided you pass at a Master Level).

If you’re interested please download a copy of the Trade Test Application form and return it to the HQ Office. 

Trade & Training weekend in Rotorua

Preparation for the 2012 Trade and Training weekend in Rotorua is well under way with NZ President Mark Lightfoot confirming that the event will take place in late May 2012. There will be a new range of locksmith training, business training and our largest ever trade exhibitor line up.

If you’re interested in exhibiting, please contact Mark on nzdirector@masterlocksmiths.com.au

Youth Employment Programs

Are you looking to employ young people in your workforce?

The “Skills for Growth” and “Jobs Ops with Training” programmes initiated by Work and Income (service of the Ministry of Social Development) focus on getting young unemployed people into jobs. Both programmes provide you with incentives to employ and train young people, helping them gain experience and qualifications, and helping you gain trained and engaged employees.

There are two different opportunities for you to engage young people in your business

Skills for Growth

• You employ an unemployed person aged 16-24 years into a permanent position
• Work and Income will pay you $5000 in three part payments over a 12 month period
• You provide support and training so that your employee can gain a qualification for your industry on the NZQA framework

Job Ops with Training

• You employ an unemployed person aged 16-24 years, with low or no skills, into a 6 month fixed term position
• Work and Income will pay you a $5000 subsidy that you use to help fund the wages and training for your employee

Most employers are eligible to take advantage of these two youth programs. Please visit www.workandincome.govt.nz/business or call the ‘Work and Income’ employer line on 0800 778 008.

The Importance of Fire Doors

The issue of Fire Safety, Fire Doors and what is and isn’t allowed to be installed by locksmiths has been a hot topic of conversation in Australia. Trade Member, AESG, has been most helpful in answering member and Association questions on the subject.

Below is an article from Codewords - The building controls newsletter of the Department of Building and Housing on the importance of Fire Doors in NZ.

Fire doors perform an important function and are an essential part of a building’s fire separations. This article discusses their function and construction in some detail.

Passive fire protection

Passive fire protection provides breaks and barriers to fire and the spread of combustion products within buildings, between buildings, and to the exterior environment. This includes, but is not limited to, walls, floors, doors and windows. New Zealand, like many countries, uses an array of active systems (for example, sprinklers and pressurisation systems) in building design, but the importance of passive fire protection systems should not be ignored. In a building, passive features are vitally important and in many cases could be the silent and unsung hero protecting people and our built environment.

The Requirements

Clause C3 Spread of Fire of the Building Code requires fire separations. These fire separations must perform as required in order for the building to provide adequate passive fire resistance, thereby allowing the building to function safely in a fire emergency. The fire resistance must be complete across the fire separation. All components that form part of that separation must be capable of achieving the minimum fire resistance required for the whole separation. Therefore, any door or window installed in the separation must have an appropriate fire resistance rating. Any breaches through the fire separation (including through the doors) must be fire-stopped to retain the required fire resistance rating of the separation.

Fire Doors

Fire doors form part of the separation of buildings into firecells. Most of the time they act just the same as any other door. However, when a fire occurs they perform a vital and specific task by burning at a specific rate and providing a barrier to hold back the fire from other areas. A fire door must be carefully designed, engineered and tested to an appropriate standard to ensure that, when required, it performs as expected. A fire door is an entire system of components that interact together to perform as a total unit. It is not just a door leaf in a hole with assorted bits of door furniture and glass added to it. The component parts include frames into which the door leaf fits, the door leaf, glass, intumescent seals, hinges, handles, and other ironmongery.

Fire doors are tested as entire units, or assessed as entire units for the purposes of identifying its fire-resisting performance in relation to the appropriate fire test, as required. People who are not intimately familiar with fire door complexities may not recognise when the wrong components have been fitted to a doorset (for example, wrong hinges or missing/incorrect seals). They therefore may incorrectly assume that the door will operate in an expected way and provide the required level of safety.

Methods of fire door supply and construction

The following describes the possible methods of supply and construction along with their respective levels of risk.

a) Complete doorsets - The doorset, including the frame and hardware, is already made up by the manufacturer and supplied to site in that form. This is the optimal way of ensuring compatibility between components. This minimises the risk of unexpected behaviour when the doorset is installed in the building.

b) Assemblies - This is a doorset made by a third party (not the door manufacturer) from a range of component parts. The door leaf is purchased from the door manufacturer and the correct component parts are sourced from a range of suppliers. The doorset is then constructed. Although the door is fitted with appropriate components, the installation instructions from the doorset manufacturer may not be adhered to. This may result in a higher risk of door failure in the event of a fire.

c) Door leaves - The door leaves are supplied by the door manufacturer and then component parts are fitted to the leaves as required. This can be done on site. There is a higher risk that the component parts fitted may be inappropriate for their intended use. This method provides the highest risk of door failure in the event of a fire. Door systems are manufactured with specialist knowledge. When a door system undergoes a fire test, the hardware fitted to that doorset is also tested (as part of the door assembly). It is wrong to assume that substituting different components will not affect the performance of the fire door.

Installation of doorsets

fire door must be correctly fitted into the opening in the fire separation. This includes ensuring:

• the door leaf has the correct fire rating
• the hinges and other hardware are correct for the particular door leaf
• the frame is of the correct size and material and is installed correctly
• the gaps between the frame and wall are correctly filled
• the correct intumescent seals are used
• any vision panel is correctly formed and glazed
• the correct closer is fitted. Information on the doors is generally available from the door manufacturer and they should provide full instructions with every door leaf supplied

Maintaining Fire Doors

Maintaining fire doors, and indeed all passive protection in buildings, is paramount during the life of the building to ensure the passive protection built into it remains effective for its entire life. Information on the location and details of the passive fire protection, and the level of fire protection provided, must be included on the building plans and specifications approved for the building consent. Any alteration other than maintenance to the passive fire protection, including any doorset, requires a building consent. This needs to be obtained before the work occurs. This is important as alterations to, or penetrations through, passive fire protection features must be adequately firestopped to ensure that after the work has been completed the passive protection is returned to its design requirement.

Whether fire separations, including their fire doors, are included on the building’s compliance schedule depends on whether other specified systems are present, as listed in the Building (Specified Systems, Change the Use, and Earthquake-prone Buildings) Regulations 2005.

This matter will be determined as part of the normal building consent process. If the fire separations are on the compliance schedule, there is a legal duty placed on the owner to ensure the compliance schedule requirements are fulfilled.

Responsibility

The requirements of the Building Act 2004 and the Building Code need to be met so that the safety of building users is assured. Everyone involved in a building from the designer through to the building consent authority and the end user has a responsibility.

• Designers need to design correctly, by correctly selecting passive fire protection
• Plans and specifications detailing the passive fire protection, including the fire doors, along with the maintenance and compliance schedule requirements need to be submitted and approved as part of the normal building consent process
• Builders and installers must follow the approved plans and specifications, which will generally entail following the instructions given by the door manufacturer. They also need to ensure all other passive fire protection is installed correctly
• The building consent authority needs to ensure that the fire doors are supplied and fitted in accordance with the building consent
• At the final inspection the building consent authority needs to take note of the passive fire protection and ensure it, along with all fire-stopping, is constructed correctly in accordance with the building consent
• The building consent authority needs to ensure that the fire doors are supplied and fitted in accordance with the building consent
• Owners need to ensure the maintenance and compliance schedule requirements, if any, are carried out to retain the passive fire protection at the level required for the building to perform as expected in the event of a fire
• Occupants need to take care not to damage or remove any passive fire protection during the life of the building
• Any alteration to the passive fire protection in a building must be done under a building consent

Subscribe to Codewords

Codewords is a free regular newsletter keeping you up-to-date with building and construction news. Click here to fill in the online form.

 

Customer Retention

October 26, 2011

Last week’s edition of the MLAA e-news highlighted break and enter stats and how your business can use these statistics to communicate with new and existing customers. It was also mentioned that it is a lot easier to retain your customer base than attract new ones.

Did you know that acquiring new customers can cost five times more than satisfying and retaining current customers, or that 80% of your sales comes from 20% of your customer base?

This week we take a simplistic look at customer retention and challenge you to think about how you can keep your customers happy and hence improve your business.

Customer Retention

Customer Retention is the activity that an organisation providing a service undertakes in order to reduce customer defections.

Successful customer retention starts with the first contact an organisation has with a customer and continues throughout the entire lifetime of a relationship.

A company’s ability to attract and retain new customers, is not only related to its products or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace.

Customer retention is more than giving the customer what they expect, it’s about exceeding their expectations so that they become loyal advocates for your brand and the services you provide.

The key differentiator in a competitive locksmith operating environment is more often than not the delivery of a consistently high standard of customer service. Old customers, especially those who return often, are a business's best friend.

Lessons learnt from other business sectors can easily be applied to our industry and your businesses. Little changes and improvements to your processes can make a big difference to your ability to retain customers and thus improve profitability. A little bit can go a long way, and keeping customers is priority number one.

The keys to customer retention

The main reasons an organisation is likely to lose customers include; unhappy with the price, unhappy with the service or unhappy with the way they are treated.

Businesses tend to focus on the first reason; price. ‘If we cut our price below our competitors down the road and let everyone know it, our customers will never leave’.

Research on the other hand suggests that the third reason is the most common. What binds customers to your company is not the price alone, it is the totality of the relationship which includes:

- Recognition
- Service
- Information 
- Helpfulness 
- Friendly employees 
- Brand identity 
- Product quality and price

How you can improve client relationships

Keeping your customers happy should be one of your main priorities. Locksmiths operate in a highly competitive service industry and these simple suggestions could prove to be the difference in retaining or losing your clients.

Get to know your customers, know who they are

Keep track of them in a database. Don't have the technology or know-how for a customer database? Take a low-tech approach. Talk to your customers regularly about what they want and need from your business. For more details, ask them to complete a survey or feedback form.

Stay in touch

Don't let customers go too long without thinking of your business. You can use a variety of methods to get your message across: direct mailer, e-mail, phone call or fax. Every four to six weeks is a good rule of thumb. Top customers might get communications more often, others less.

Find special ways to build a relationship with them. Thank them for their business.

Respond immediately to problems

It doesn't matter who's right, make the appropriate restitution, and do something fast. At times you may need to set personal feelings aside, your goal is to make the customer happy and keep that person coming back. Most things go wrong at the very beginning, and rapid assistance can make all the difference in the world to customer retention.

Give your customers superior service and convenience

People are so busy that many customers are willing to pay for extra convenience. Likewise, if they get great service at your business they'll be less likely to switch when a new one moves in down the street.

Emphasize value

If you're competing with others, you may not have the cheapest price in town, but you can still offer the best value. You're more likely not to keep loyal customers based on price, the minute someone is a penny lower, you've lost them. Build equity in the process. Provide rewards for volume business and for length of service and make it expensive to leave.

Give customers more than they expect

Whether it's spending a few extra (non-billable) minutes helping one client solve a problem, taking others to breakfast a few times a year, or becoming the expert they can call for solid research, give your customers more than they pay for.

Membership cards, discounts, special offers, friendly service, and technical support are just a few services that improve the experience for your customers.

Reward your customers

It costs very little and there are lots of ways you can reward customers. From promotional calendars to pens to writing tablets with your logo, there are all kinds of inexpensive, inventive ways to say thank you for your business

In summary….

It can be much more expensive to find new clients rather than maintain the valued customers that are already happy and satisfied with your services. There’s no shortage of competition among locksmiths, so striving for the best can have a big effect on how you retain and acquire business.

Fortify 2.0, the MLAA’s new security upgrade program could just be the tool you need to kickstart the customer relation building process. To find out more about Fortify 2.0 (Business Members), please click here and login to the member section of the new site.

Next week’s e-news will take a comprehensive look at the Fortify marketing program, including access to the customer support packs, detailed Q&A’s and scripts and letters to help you engage with your existing and potential customers.

Trade Members - Guangzhou International Lock Industry Expo

An invitation has been extended to all MLAA Members and Trade Partners particularly to attend the 2012 Guangzhou International Lock Industry Expo at the Guangzhou Jinhan Exhibition Centre from April 16th to 18th.  The Expo will be held in conjunction with the World famous Canton Fair.

GILIE 2012 will provide businesses with a great opportunity to establish contact networks and build commercial and trade relationships and expose products to a global audience.

If you would like further information on exhibiting at the Expo, please contact Brain Wei sales6@grandeurhk.com or the MLAA has some brochures and further information available.  

Burglary - Some stats for thought 

October 20, 2011

Statistics show that in Australia someone is burgled just about every minute*(1). According to the RACV, in Victoria on average, one in 71 homes is burgled each year – equating to a burglary every nineteen minutes. The NRMA suggests that one in four households (across Australia) has been burgled with the number increasing to one in every three in Capital Cities*(2).

In NSW Bureau of Crime Statistics reveal only 5% of break and enter crimes are solved by the police, so the chance of recovering stolen possessions is close to zero. In ~ 30% of burglaries the occupants are home and once you’ve been burgled, your home is more likely to be broken into again. Thieves will often come back within 3 months, giving you time to replace all the things they stole.

Other fascinating facts and contributing factors to the incidence of burglaries include:

• adjoining laneways which might offer burglars easy access or ready-made escape routes
  
• obvious display of wealth
  
• lack of visible security measures, for example, no monitored alarm or inadequate window/door locks
  
• a physical environment where thieves might feel they were less at risk of being caught because the street was either too quiet or too busy or the property was very secluded
  
• one single open window is all they need. They want to get in and out fast, so they're likely to pass up a house with obvious security like a security alarm, and break into one that takes less effort
  
• an empty house is preferred. Thieves will look out for signs people not home - an overflowing letterbox or bins out on the street when neighbours have taken theirs in
  
• Burglars will often pick a house that looks empty and ring the doorbell in case someone is home, with a story about looking for a mate who lives in the street or some other excuse. If no one answers they'll have a quick look around for a key; if they don't find one, they'll break in.

In September 2011, the NSW Government’s Break and Enter Group reported that Australia is only second behind New Zealand in incidents (break and enter) per 100,000 people of population. Their study also revealed that:

• The most popular times for break and enters is Monday to Friday between 12am and 12pm (midday), burglars at their most busiest from 6am to 12pm (midday) and January the busiest month for break and enters (approx ave is 5150 incidents each January)
  
• Points of entry – 33% enter through the rear door, 27% through the front door or window and 14% side door or window
  
• Methods of entry – 21% of burglars opened the door or window, 17% forced the lock, 13% removed the flyscreen and 12% smashed door or window

 

 

What does this mean for you?

Everyone loves a statistic, and these are useful facts and figures to know when selling your services to potential customers.

It also might also be a good idea to create a list of preventative measures that can decrease the likelihood of being robbed to provide your customers as an added service. If you communicate regularly with your client base via email, it may be a great topic to provide information on and hopefully increase their interest in securing their home or business further.

It's an easy way to keep current clients thinking about security and keeping your business at the forefront of their security needs. As we will discuss in future editions of the MLAA e-news, it is a lot easier to retain your customer base than secure new ones.

Below is an example of some preventative measures:

Install an alarm

Monitored security alarms have proven to be the most effective way to combat thieves. The most effective alarms are easily seen from the street and make a loud.

Get into the habit of locking up - every time

It may take a conscious effort to begin, but it will soon become second nature to lock windows and doors every time you leave and while you're at home.

• Fit keyed locks to all your windows, however small or high up
  
• Fit double-keyed deadlocks on external doors. Deadlocks mean thieves can only leave by the way they got in, and make it harder for them to steal big items like TVs. Install patio bolts on sliding doors - a common weak spot
  
• Get a good quality, lockable screen door to put a barrier between you and anyone who comes to the front door.

Don't leave spare keys outside

Burglars know all the hiding spots: under the front door mat, on a window ledge, beneath a plant pot or in the letterbox or meter box. Leave keys with a neighbour or friend instead. Keep your car keys in a secure and hidden place as burglars will steal a vehicle if the opportunity presents itself

Lock your side gates

Side gates allow thieves easy access to the back of your house, away and out of sight from the street

Lock your garden shed and garage

Not only are they full of valuable and easy-to-steal tools, but they usually contain implements that thieves can use to break into your home. Always lock doors between your house and garage and don't leave bikes or lawnmowers on the front lawn, even while you're at home

Install movement-activated sensor lights

Keep your house well lit. Trim trees and shrubs, especially those close to windows and doors that provide cover for intruders as they try to break in

Don't advertise that you're out or away

Whether you're away for a day or two or a few weeks, try and keep your home looking as lived-in as possible

Don't advertise your possessions

Don't leave the box of your new TV or computer outside the house. Cut boxes into pieces to recycle

List all your valuable items

If you're unfortunate enough to be burgled, a list of all your valuables can help you identify what has been stolen. It's a good idea to photograph antiques and jewellery and always keep receipts for your possessions with your list to help with insurance claims

Make sure your home contents insurance is up to date

Check that your home contents insurance policy is current and that you're insured for the right amount to cover the replacement cost of your contents at today's prices.

*(1) From statistics compiled by ABS based on figures provided by State and Territory police organisations
*(2) Research based on a survey of Australian households by Woolcott Research on behalf of NRMA insurance, October 2007

Branch Events

The Victorian Branch will be meeting for the final time in 2011 at Northern Melbourne Institute of TAFE (NMIT) in Heidelberg on Tuesday November 8th (Corner Waterdale Road & Bell Street, Heidelberg) commencing at 7:00pm SHARP.

The MLAA is also pleased to confirm that we will have Silca Protech semi-industrial machine at the Meeting courtesy of Tom Stokes from Silca and the team at LSC.  Attendees will get a full demonstration of the machine and opportunity to ask the LSC guys any questions they like.

South Australia's final meeting will be held at 6pm on Tuesday 22nd November at LSC office – 333 Halifax Street, Adelaide.

For further information on events in your State, please see Branch Events.

More Help for Mature Age Workers

October 12, 2011

The Australian Government is making $30 million available over the next three years, so that 7500 mature age workers with trade relevant skills but no formal qualifications will have the opportunity to have their skills assessed and formally recognised.

More Help for Mature Age Workers is aimed at workers aged 50 years and over and provides a focus on skilling up mature age workers to address both productivity and skills shortages.

DEEWR invites applications from employers in industries where there are a high proportion of trade occupations under the new More Help for Mature Age Workers initiative.

Occupations generally classified by the Australian and New Zealand Standard Classification of Occupations (ANZSCO) as Technicians and Trade Workers; Machinery Operators and Drivers and Labourers are being targeted. Priority industries targeted include the Construction, Manufacturing, Electricity, Gas, Water and Waste Services.

The grant can also apply to small business owners who are in this targeted age group and operate in these industries.

The initiative builds upon the $43 million in government support through a range of Experience+ programs and services to help employers attract and retain mature workers including Experience+ Training, which aims to help mature age workers to remain engaged in the workforce and to share their knowledge and experience to apprentices and trainees.

Do you have employees with skills but no formal qualifications?

If you have mature age employees (50+) with trade experience but no formal qualifications, you may be able to have their skills assessed for their existing competencies and training for any gaps to help them get their skills formally recognised through More Help for Mature Age Workers. This new program provides up to $4400 (GST inclusive) per eligible worker for skills assessments and gap training (if needed), leading to a nationally recognised qualification.

What is Experience+?

With the ageing of the Australian population, we cannot afford to ignore the skills and experience of mature age workers.

More Help for Mature Age Workers is one of a suite of new programs available to help mature age people remain in employment and to share their skills with others. These programs are known collectively as Experience+.

More Help for Mature Age Workers

Over the next three years, 7500 workers aged 50 years and over with trade relevant skills but no formal qualifications will have the opportunity to have their skills assessed and formally recognised.

The More Help for Mature Age Workers initiative allows eligible employers to apply for:

• reimbursement of costs associated with a skills assessment for a mature age worker capped at $2200 (including GST) . The skills assessment will provide mature age workers with either a nationally recognised qualification (at Certificate III to Advanced Diploma level; or an approved Training Package Skill Set for mature age workers with Certificate III or above qualifications) or a statement of attainment in recognition of prior learning. This will allow them to identify gaps in their skills and enrol in training to meet the requirements of their trade.
  
  
• reimbursement for a further $2200 (including GST) for additional training (at Certificate III to Advanced Diploma level; or an approved Training Package Skill Set for mature age workers with Certificate III or above qualifications) as identified in the skills assessment.

Who can apply?

• Applications are invited from all industries and all employers who employ a mature age worker aged 50 years and above under an Award or Certified Agreement. Applications are encouraged from industries where there are a high proportion of trade occupations. 
  
  
• Small business owners operating in Australia who are themselves mature age workers.

Details about eligibility, including definitions, are available in the More Help for Mature Age Workers Guidelines.

How to apply

Applications for 2011-12 open soon and close on 30 June 2012 or when available funding has been exhausted. Applications will reopen each financial year until 30 June 2014.

To register your interest and receive notification of the release of the program guidelines and application form availability please email your contact information to experience@deewr.gov.au.

For more information and assistance, call 13 17 64 or visit www.deewr.gov.au/experienceplus.

 More Help for Mature Age Workers Application form (PDF - 554KB)
More Help for Mature Age Workers Guidelines (PDF - 627KB) 
 More Help for Mature Age Workers Fact Sheet (PDF -114KB)

Have you logged in and updated your details?

If you haven’t already noticed, the new look MLAA public and member sites are now online.

The new ‘public’ site features a new search facility for the public to easily find their nearest locksmith and find information on why they should choose a Master Locksmith member and the MLAK key system.

Members are now able to upload their logo (no larger than 120px wide) to display in search results, the services you provide, whether your operate an emergency 24/7 service and if you specialise in automotive locksmithing.

To login to update your business profiles, click here to visit the Member Login page and enter your membership number (username) and password.  Your old passwords have not transferred across, so please select the forgotton password option to retrieve your password (sent via email).

It's important that all your phone numbers, email addresses, business address and services are all up to date - so you don't miss out on business opportunities.

if you operate a mobile business only and don't have a physical address for your business please enter Mobile Business in the address section (if you don't want your postal or home address listed on the site).  You must list a suburb and postcode to feature in the search.

Any problems or questions, please email jarad@masterlocksmiths.com.au

 

New Websites Launched

October 5, 2011

If you haven’t already noticed, the new look MLAA public and member sites are now online.

The new ‘public’ site is exactly just that, a site for the public to easily find their nearest locksmith and find information on why they should choose a Master Locksmith member and the MLAK key system.

The ‘member’ site presents information in a more structured and easy to find format. Information will be added to the site over the coming weeks.

To login to see “Member Only” content (business members only), including Fortify 2.0 and the resource library, visit the member login page and enter your membership number and password. 

Select the forgotton password option to retrieve your password (sent via email). Your old passwords have not transferred across.

Please also take the time to update your member profile once logged in (see top right corner). Our new search facility lists services provided and will search for automotive specialists and those that operate 24 hours – seven days a week.

So it’s important that all your phone numbers, email addresses, business address and services are all up to date - so you don't miss out on business opportunities.

Expo Success

October 5, 2011

The MLAA Lock & Security Expo has come and gone for another year, with a successful event held at Hobart’s Grand Chancellor Hotel.

This once-a-year event provides locksmiths and industry partners with the opportunity to view the latest products, participate in training, celebrate the achievements of our award winners and catch up with industry colleagues. 2011 saw over 400 locksmiths and industry partners attend the event, with 60 (3m x 3m) sites displaying exhibitor products.

A special mention goes out to Lee Bridges from Lee’s Keys in Parkerville, Western Australia who drove from WA to Melbourne (via Adelaide to pick up his father) and then across Bass Straight by boat and into Hobart for the conference. A sensational effort Lee.

Over the three days attendees were treated to a wonderful trade show, insightful and comprehensive training programs, Charity Function Dinner, sensational Gala/Awards evening and much more.

 

 

 

2011 Lock & Security Expo highlights included:

• Business training was a key focus for this year’s event, with the Thursday dedicated to the improvement of business processes and effectiveness. Tony Hood and Rebecca Rossi from William Buck (MLAA Auditors) provided business members with many useful tips on maximising the value of their businesses, the $38,000 minute and financial benchmarking.
  
  
• The new face of the Master Locksmiths Association of Australia – Lockey Smith was introduced to the Industry and members along with the launch of Fortify 2.0, the MLAA’s new and exciting security upgrade program. You will find out more about Lockey Smith and Fortify 2.0 in the upcoming weeks.
  
  
• Jackson’s Lock Manufacturing historic display was a trade show favourite with many amazed with the 200 year old locks on display. Thank you to the Lee family for their efforts.
  
  
• The MLAA, ASSA ABLOY & LSC raised over $24,000 for bid4jase and the Cancer Council of Australia. The Charity Cocktail function raised funds for V8 racing car driver Jason Richards who was diagnosed with cancer in 2010. The Henry Jones Hotel was the perfect setting for the what will hopefully become an ongoing fundraising event. Thankyou to Jason Bright, Brad Jones and John Bowe for their contributions on the night and across the Expo. 
  
  
• ASSA ABLOY gave a Harley Davidson motorcycle to one lucky locksmith while LSC gave members the chance to ride shotgun in a classic Porsche racing car with John Bowe at Baskerville racetrack.
  
  
• Several international guests brought their expertise and knowledge to the trade show, including Massimon Bianchi (Keyline - Lock & Key), Rob Collier (Advanced Diagnostics), Michele Donadini & Valentino Colussi (Silca S.P.A), Bastian Rutenkock & Thomas Pechmann (ABUS), Juan Carlos Olabarria (JMA), and Scott Stufflebeam from S&G

In 2011, exhibitor numbers were fantastic and we thank Remote King, Kevron Tags, ADI Security, Rivers Locking Systems, Security Merchants, Fire & Security Door Hardware, Lock Focus, Australian Lock Company, EVVA, Safe Central, Lock It Systems, Gunnebo, KABA, Wireless Communication (Navman), Security Solutions Magazine, Able Security, Jackson’s and Chubb for their participation in this year’s event.

 

 

The Master Locksmiths Association is grateful for the ongoing support of the events major exhibitors in Lock & Key, ASSA ABLOY, Locksmith Supply Company (LSC) and The Sieper Group.

Jack Coomber – Life Member

October 5, 2011

Jack Coomber was awarded Life Membership of the Association at the Expo’s Gala Dinner after a long and distinguished career in the trade. The 330 plus crowd gathered at the Gala Dinner rose as one when Jack was called up to the stage to receive recognition for his significant contributions to the Association and to the Locksmithing Industry by former student and current MLAA Director, Robin Gibbs.

 

Jack started in the trade at Baron & Co Locksmiths in London in 1959 at the age of 21. Arriving in Australia in 1961, he began work for Johns & Waygood Lift Company before smelling the roses and travelling East to Melbourne to take a position with Chubb. After a brief stint in Melbourne it was back to the City of Churches, staying with Chubb for a further four years.

In 1967 Jack started Salisbury Locksmiths, a business he ran and owned for 32 years (1967 – 1999).

In 1988, Jack’s enthusiasm for designing and making various picking tools started to take a hold and the ‘Levapix’ range of lever lock picking tools was born. Jack continues to develop and manufacture Levapix tools to this day – looking forward to the big companies bringing out new and flashy locks so he can create the tools to pick them.

David Rees – Your new President

October 5, 2011

Victorian Director David Rees is your newly elected National President, taking over the reins from Tony Douglas at this year’s Annual General Meeting.

On your behalf members sincerely thank Tony for his 10 years on the Board, the last four years as President. You will hear lots more from David through our e-news, who noted what a great honour his election is, and how it is a big highlight in his life.

Members attending the AGM also noted that retiring Directors, Alan Benson (NSW) & John McMullen (NZ) had been replaced by Peter Lloyd & Mark Lightfoot upon their election to those respective positions. A casual vacancy occurred with the recent transfer of Brendan Carlin from WA to New Guinea, and members were advised that Brian Tisdale had accepted an invitation from the Board to represent the WA branch for the duration of this term ending in 2012.

The Association is most appreciative of the efforts of all these Directors.

Nicole Bornis - 2011 Apprentice of the Year

October 5, 2011

The MLAA congratulates Nicole Bornis from Ruswin (QLD) as the 2011 John Andrew Apprentice of the Year. Scoring a near perfect score, Nicole finished just one point ahead of the second placed Andrew Cattan from All Locks Master Locksmiths in New South Wales.

According to Ruswin's Managing Director Stan Neal, Nicole's achievement is just reward for her dedication over the past four years.  

Nicole becomes the first female winner of the prestigious John Andrew Apprentice of the Year Award.

Nicole's and Andrew's achievements were acknowledged at the Lock & Security Expo Gala Dinner where Nicole and Wayne (Andrew's father & Master Locksmith) were presented with certificates and winners medals by representatives from Award Sponsors Silca & ABUS, along with LSC’s Mark Johnson and MLAA President David Rees.

As the winner, Nicole and a lucky Ruswin representative will enjoy a fully paid trip to Silca's factory and home base in beautiful northern Italy and to ABUS’%3so you don't miss out on busin.

The MLAA congratulates all apprentices that participated in this year’s award and encourages all fourth year apprentices to get involved in 2012.

State Winners

Queensland	Nicole Bornis
New South Wales	Andrew Cattan
Victoria	Wayne Schlig
Western Australia	Jordan Tipping

Adelaide Locksmiths take out Van of the Year, Armstrongs Canterbury - Shop of the Year

October 5, 2011

The MLAA also congratulates our Shop and Van of the Year winners for 2011.

Adelaide Locksmiths 'Smart Car' was a quirky winner of this award while Armstrong's Canterbury took out the Shop of the Year competition.

Thank you to the Sieper Group and Navman Wireless for their sponsorship of this year’s awards.

Work Safe Week - Victoria 

September 28, 2011

The world of OHS is changing rapidly. So don’t miss your opportunity to stay right up to date by attending Work Safe Week, October 17 – 27, 2011.

Popular seminars are filling fast so book now to secure your seat. 

The event calendar has details of over 100 seminars on a diverse range of topics. They include:

• The proposed harmonised national OHS laws
• Updates on return to work
• The latest thinking on manual handling and preventing slips, trips and falls
• Ideas on promoting health and wellbeing at work.

National Work Health & Safety Reform

September 26, 2011

As of 1st January 2012 the Commonwealth, States and Territories have agreed to implement nationally harmonised Work Health & Safety Legislation.

The model laws are a set of laws that will apply to all states and territories and the Commonwealth.

The new laws are an initiative of the Council of Australian Governments (COAG) and include the Work Health and Safety Act (WHS Act) and Work Health and Safety Regulations (WHS Regulations) and be supported by national Codes of Practice and guidance material. The model laws will apply to all states and territories and the Commonwealth.

The legislation will consist of a model Act and regulations, supported by national codes of practice and standardised guidance. A national compliance and enforcement policy will help the laws be enforced consistently across Australia.

Until they are introduced on 1 January 2012, States and Territories will continue to enforce its own health and safety laws.

 Summary of the Model Work Health & Safety Bill (PDF - 1.5MB)

Why do we need national laws?

Having work health and safety laws that are the same in each jurisdiction will give all Australian workers the same work health and safety standards and protection wherever they work. This will reduce confusion and compliance costs over time, particularly for businesses that operate across borders.

What are the benefits of model laws for workers?

For workers, it will mean the same rights, entitlements and protection across Australia regardless of where you work.

Under the model Act, all trained health and safety representatives will be able to issue provisional improvement notices (PINs) and direct others to stop unsafe work.

What are the benefits of model laws for businesses?

Businesses that operate across state and territory borders will be subject to the same laws in each jurisdiction. A uniform approach to interpretation and enforcement of those laws will also bring about a greater level of certainty and reduced costs to individual businesses and the economy.

What are the model Work Health and Safety Regulations?

The Work Health and Safety (WHS) Regulations include information on how particular sections of the model Work Health and Safety Act are to be implemented.

The Regulations will include provisions on:

• Representation and participation
• General workplace management
• Hazardous work
• Plant and structures
• Construction work
• Hazardous chemicals, including lead and asbestos
• Major hazard facilities

A set of provisions related to mining are currently being developed and will undergo a period of public comment in the later half of 2011.

What are national Codes of Practice?

National Codes of Practice are practical guides for businesses and workers that contain specific advice for how compliance can be achieved in particular work activities and areas.

What topics do the priority Codes of Practice cover?

• How to manage work health and safety risks
• How to consult on work health and safety
• Managing the work environment and facilities
• Managing noise and preventing hearing loss at work
• Manual tasks
• Confined spaces
• How to prevent falls at workplaces
• Labelling of workplace hazardous chemicals
• Preparation of safety data sheets for chemicals
• How to manage and control asbestos in the workplace
• How to safety remove asbestos
• Construction facilities

Work on Codes of Practice will continue beyond January 2012. While the complete list of topics is yet to be determined, further topics for Codes of Practice cover construction, machinery and equipment, chemicals, electrical work and other general topics such as first aid, fatigue, traffic management and vibration.

What can I do now to start preparing for the new laws?

The introduction of a new health and safety framework is the perfect time for you to review your safety systems and ensure workplace health and safety is a high priority at your work.

There are a few steps that you can take now to start preparing for the new laws.
The MLAA will continue to upload information and guidance to our website in the coming months to ensure members stay fully informed before the change to new work health and safety laws on 1 January 2012.

Binary Plus (BP) Price Increases

October 5, 2011

The Australian Lock Company would like to announce that prices increases on Binary Plus products will take effect on October 1, 2011.

Members using the BP profile can download the BP booklet with updated prices from the MLAA website.

2011/12 Binary Plus Price List (PDF 580KB)