Page 29 - Conveniece World Magazine Nov/Dec 2020

SUPPORTING LOCAL BUSINESS With border restrictions in place, shopping centres making headlines for cases of Covid-19, and people scared of public transport, local shopping has made a comeback revealing everything we ‘need’ is actually on our front doorsteps. Combined with a desire to support small business, newsagents have seen that Australians are keen to go local. By Australian Lottery and Newsagents Association CEO Ben Kearney. During Covid-19 we have seen consumers preferring local shopping over bigger centres, and as newsagents have been allowed to remain open as an ‘essential service’, they have been able to capitalise on this title. There seems to be a few stand-out sections of the newsagent offering that have worked well for our members, who have been maximising their community support efforts. One of which is families and 'family fun'. Many of our members have been focused on driving new business opportunities by catering to this sector with ease of shopping, curating their stock selections with puzzles, games and outdoor activities and putting a focus on items that are thought- provoking and fun to use. A number of our members have also established a click and collect service for local shoppers and are even doing on-foot delivery services for those who have trouble getting up and out, or may be in self-isolation. They have also put great emphasis on being readily open, available and above all, flexible, to work around their customers with specific needs. If customers need something specific or really just need to see a friendly face for a (socially distanced) chat or laugh, our members have been here for this. ALNA members recognise that human interaction is a critical factor as to why their customers remain so loyal through these difficult times, and why some have traded so well during this period as a result. An essential service The impacts of Covid-19 on factors such as foot traffic, customer engagement and profits as newsagents have stood strong as an ‘essential service’ throughout. Additional Covid-related items that newsagents now consider as staple (alongside magazines, newspapers, and colouring books). Our members have adapted during this time to support their local customers, many of whom are now working, studying, and educating from home. As a result, customer expectation has naturally changed on the things they are looking for from our members' businesses. Not only have some of our members been busier with an increase in footfall, but some have needed to expand or take on new categories as part of their inventory. Unexpected demand for jigsaws, puzzles and colouring books (for adults and children!) are now a staple in many newsagents, helping families and those who live alone to pass the time in lockdown, but also as a 'group' activity for parents and children to do together while they are out of the classroom. Arts and crafts and hobbies have also become popular as many people witness 'digital boredom' with their first port of call being mobile phones and devices. This has also been popular with adults, who may now find themselves sitting for hours in front of Zoom instead of hopping from meeting to meeting or having social coffee meetings outdoors. Newsagents have filled available gaps by providing crafting and art supplies for things like scrapbooking, colouring- in and macrame, as well as providing a great selection of collectable products and hobby-relevant magazines, and increasing their book selection from what it was before. As more Australians are working and learning from home, for what could be a permanent change, newsagents have built a broader offering for students and office workers to personalise their work environment with great homewares. In some locations, even local artists have jumped on board to offer something unique, alongside a now much broader range of tech spares and relevant stationary, to ensure that they really are 'filling' that convenience space. INDUSTRY INSIGHT About Ben Kearney Ben Kearney is the CEO of the Australian Lottery and Newsagents Association (ALNA), the peak national industry body for Australia’s newsagents and lottery agents: alna.net.au. NOV/DEC, 2020 CONVENIENCE WORLD 27