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understand customer needs rather than always being involved in business admin out the back. This is a great place to start. For example, accounting tools such as Xero have apps that allow you to take photos of receipts and reconcile accounts on the run, and many types of accounting software allow you to set automated rules that minimise your time in bank reconciliation. Automated payroll and other POS tools can also help. Ask yourself whether you have the right tools to efficiently analyse your business. Are you then using and maximising the data you’ve gleaned to give yourself good insights that contribute to better business decisions? Diversify and survive Unless your niche is e-commerce-proof, it's a good idea to consider diversifying your offering as we head into 2021. Analyse opportunities and gaps in your local market and consider appropriate different product lines. We’ve seen so many good examples in the latter part of 2020 of small businesses triggered by Covid changes expanding into non-traditional lines and new growth opportunities successfully. Of course, much of this will be dependent on the Covid-19 rules and restrictions in your area and your current cashflow situation, but it’s certainly worth considering whether there’s a unique gap in the market that your business can play in. Don't forget your online presence Shoppers aren’t divided into ‘physical only’ or ‘online only’ consumers, so don't ignore e-commerce. In 2020, online shopping increased dramatically for obvious reasons, and this is looking set to continue in the new year. The rise of omni-shoppers – those who shop across multiple channels – means you need to look at how to offer a seamless retail experience from your online presence, which includes your website and representation on social media, to what happens in-store. One way you can do this is with a click-and-collect system, where consumers can buy online but pick up in-store to save on time and postage. This also gives retailers an opportunity to cross-sell other products, enticing pick-up customers with in-store promotions. There’s no doubt that 2021 will continue to be a challenge for retailers to navigate, and small businesses active in the convenience sector will be no exception. But with a little breathing room to review and refresh, you’ll be well on your way to a more predictable 2021. INDUSTRY INSIGHT About 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. Representing a significant part of the Australian economy, ALNA advocates for the largest non-franchised family-owned business sector in Australia. For more information visit alna.net.au/. JAN/FEB, 2021 CONVENIENCE WORLD 19