Issue 3 - 2010 - Pack & Send

Pack & Send
International Award Winning Business System
International Franchisor of the Year 2008 Runner Up Australian Franchisor of the Year 2007
Great businesses are
built on solid foundations.
At PACK & SEND, we’ve laid a solid foundation for a very bright future!
Our unique retail stores provide convenient packaging and freight forwarding
services – underpinned by a business system that has been carefully developed
since 1993.
And with the growth of online exchanges such as eBay, the demand for our
services is unprecedented.
As a PACK & SEND franchisee you can be assured of a rock solid foundation of
knowledge and resources - giving you access to all the essential elements to
build your business in a high growth market.
Join a business recognised by PricewaterhouseCoopers and the Franchise
Council of Australia as one of Australia’s most successful business systems.
www.packsend.com
Australia New Zealand United Kingdom

IMG0309PSS imagri.com.au 09/10
Contents
ISSUE 3 2010 | A magazine of PACK & SEND International
Cover: Sally and Shane Cole take out the title
for Australian PACK & SEND Franchisee of the
Year – 2009!
Pack & Send Connect magazine is
published for franchisees, suppliers
and staff of Pack & Send.
Publisher
Pack & Send International
Editorial content enquiries to
Communications Coordinator,
Susan Paul
e: susan.paul@packsend.com.au
t: + 61 (0)2 9822 5622
Design and Layout
iMAGRi Pty Ltd
Printing
Printed in Australia by iMAGRi Pty Ltd
PACK & SEND International
ABN 31 059 108 413
6/43 Heathcote Road
Moorebank, NSW 2170, Australia
t: + 61 (0)2 9822 5622
f: + 61 (0)2 9822 5677
e: admin@packsend.com.au
w: www.packsend.com
General Information
Susan Paul is the contact for
editorial contributions and artwork/
photo deadline information:
susan.paul@packsend.com.au
© Copyright. Reproduction in part
or whole may only occur with the
written permission of Pack & Send
International.
Pack & Send is an award winning
business system, recognised by
PricewaterhouseCoopers and the
Franchise Council of Australia as
Franchisor of the Year 2007.
18
FEATURES
04 Brand Growth, Brand Integrity - PACK & SEND’s 2009 Annual Conference
08 Australian Franchisee of the Year 2009 - PACK & SEND Melbourne City 3 – Shane and Sally Cole!
12 New Store Openings - Australian stores grow to 108
18 Brand Magnifi cation - PACK & SEND stores make the best of their branding
22 The PACK & SEND No Limits culture - alive, well and growing
28 PACK & SEND New Zealand - meet the latest to join our New Zealand store network
30 Celebrating 15 years packing and sending - PACK & SEND Penrith!
32 PACK & SEND UK Update - Leeds, Sheldon and Southampton join the team
REGULARS
02 Welcome to Connect - A message from Pack & Send International CEO, Michael Paul
25 Website News Update - PACK & SEND supports its international expansion with the upcoming launch
of a Global Website
38 Staff Profi le - In this issue we feature PACK & SEND’s Software Development Manager, Stephen Krauklis
This magazine is printed on recycled paper as part of meeting Pack & Send’s
commitment to conserving and enhancing the natural environment.
04
28
1

2 | Connect
Welcome to Connect
The performance of the PACK & SEND group
in the last fi nancial year has given us great
confi dence for the future. We have endured the
toughest economic period since our business model
was launched 17 years ago, yet our brand has still
experienced overall revenue growth. In contrast, most
other participants in the logistics sector (removalist,
courier, freight companies etc.) have experienced a
notable decline in overall revenue volume.
PACK & SEND continues to experience an increase
in customer enquiries originating from both the 1300
telephone number and website - demonstrating
the great value we provide to customers and the
sustainability of our business model and system. In
Australia, we even have a number of mature aged
stores (over 7 years of age) that have continued on the
path of solid growth. Further, we have had a relatively
strong start to the launch of the brand in both the United
Kingdom and New Zealand.
However, the world we live in is ever changing and we
cannot become complacent. What was satisfactory
for customers yesterday may no longer be wanted or
may be superseded by something better today. These
changes in the market place can bring great opportunity,
but to exploit this opportunity, changes must be
sensed, interpreted and then acted upon. Therefore, it
is important that we all embrace change, continuous
improvement and innovation.
At PACK & SEND we see innovation as a strategic
business practice that is to be continuously enhanced,
developed and encouraged. Innovation simply needs
to be part of our DNA. That is why we have established
a dedicated ‘Innovation’ department headed up by
Nicholas Woodward. This department will encourage
franchisees to suggest new ideas so they can be
considered as part of a pipeline of ongoing projects. Our
ultimate objective is the ongoing introduction of new
products and services that will meet the needs of our
customers and continue to increase store profi tability.
Our innovation strategy recognises that the freightlogistics
market we participate in is very large – and
there is still signifi cantly more profi table business
available for us to exploit. On top of this we also have
great assets and resources associated with our unique
business model – and these assets provide us with a
strong and sustainable competitive advantage. This all
positions us well to develop new and valuable services
to the corporate business sector – a market segment
that is yet to fully appreciate our full capabilities.
Currently, we are working with the PACK & SEND
Franchise Advisory Council to develop a regular sender
partner program called ‘Advantage Partner ’– an initiative
which includes a volume-based pricing system and
other value-added services that can attract the long term
corporate customers who send substantial volumes of
freight per annum.
I encourage all franchisees to visit the ‘Innovation Centre’
on Packnet to learn more about the current projects
being trialled in stores.
Whilst many other domestic and international transport
players are showing signs of decreasing activities in
the current economic environment – PACK & SEND
continues to strengthen both its systems and network
in Australia and overseas. This is a testament to the
commitment and capability of both the Group and its
franchisees.
Michael Paul
CEO
Pack & Send International

BARRY SMORGON [Vaucluse NSW]
Barry
Smorgon...
OAM
PACK & SEND INTERNATIONAL CHAIRMAN, BARRY SMORGON, WAS PRESENTED WITH THE 2010
MEDAL OF THE ORDER OF AUSTRALIA IN THE QUEEN’S BIRTHDAY HONOURS ON JUNE 14. PACK
& SEND CEO, MICHAEL PAUL, SAID THE AWARD CAME AS NO SURPRISE FOLLOWING BARRY’S
ENORMOUS COMMITMENT TO SO MANY CHARITABLE FUNCTIONS AND SUPPORT ACTIVITIES.
BELOW IS AN EXTRACT THAT LISTS THE REASONS FOR THIS RECOGNITION.
For service to the community, particularly through Maccabi Australia, and to business.
• Chairman, Maccabi Australia, since 2007; Board member since 2006; ; Founding Chairman, Board of Governors,
since 2007.
• Founding Patron, Inaugural Maccabi Australia International Games, 2006.
• New South Wales Chairman, Australia/Israel and Jewish Affairs Council, since 1998.
• Appeal Chairman, Jewish Communal Appeal (JCA), 1998-2004; Appeal Campaign Chairman, 1997; Honorary Life
Governor (JCA), 2005.
• Director, DBR Investments and DBR Corporation, since 1980.
• Chairman, Jalco Australia, since 1996.
• Chairman, PACK & SEND International, since 1999.
• Director, Smorgon Consolidated Industries, 1968-1993.
Philanthropic contributions include:
- Chairman’s Leadership Foundation, Sydney Opera House.
- The Garvan Institute of Medical Research.
- The Breast Cancer Network Australia.
- Jewish Communal Appeal.
- Western Bulldogs Foundation.
- Baker Heart Institute.
- Peter MacCallum Clinic.
- Mount Scopus Memorial College.
We all at PACK & SEND join together in offering Barry our heartfelt congratulations!
3

4 | Connect

LEARNING, LAUGHTER AND INSPIRATION WERE IN PLENTIFUL SUPPLY DURING THE PACK
& SEND 2009 ANNUAL CONFERENCE HELD AT MELBOURNE’S NOVOTEL ON COLLINS IN
OCTOBER.
Interactive sessions started off the event with
franchisees joining forces to discuss best practice
and new ideas on a variety of topics. The proceedings
gained further traction when a line up of inspirational
speakers took to the podium.
First of the guest
speakers was
McDonalds’ Mike Bolton n
who took his listeners
back in time, explaining
how a potential crisis
– in McDonalds case,
the obesity issue of the
time – can be turned
into an eventual brand
opportunity by learning
to respond to issues
directly and manage
changes for long term
growth.
On tackling poor growth, innovation was high on Mike’s
list: ‘Who would have thought McDonalds would be
selling fruit bags?’ Mike commented during his speech.
Upholding brand standards to strengthen the group as a
whole was another of his key points.
Next guest speaker to the podium was Contiki’s John
Anderson who gave the audience more tools to add
to their store of knowledge, confi rming that brand is
everything and that quality cannot be compromised on.
After developing a brand from scratch, John’s early
experiences managing with inferior quality product –
buses in his case – taught him that quality must never be
compromised. As well as fast tracking Contiki along the
path of success, this new premise
also initiated a spin off business
– supplying the same high quality
buses to an ever-growing demand.
John’s inspirational passion for the brand continues
today, bringing a tear to the eye of some in the audience
as well as his own (the memories just as strong today,
even after having sold the business years ago).
DDC
Strategy’s Rod Young
cconcluded
the weekend’s
ttalks
with an uplifting
mmessage,
pointing out
AAustralia’s
position as top
pplayer
in the world for the
nnumber
of businesses to
ffranchise
systems. This,
RRod
said, provides the
‘ ‘safety of established
bbrands’
in times of global
fi
nancial crisis. Rod also
sstressed
the importance
oof
innovation and
bbranding
– protecting the
bbrand
and its values and
the value that comes from ‘strength in numbers’.
Inspired by the wealth of information and ready for
some wining and dining, franchisees and PACK & SEND
staff were soon whisked away for a sumptuous dinner,
entertainment and the awards presentation at the
spectacular Melbourne Cricket Ground.
Part of the night’s entertainment included, Adam Elliot,
2004 Oscar winner for Best Animated Short Film Harvey
Krumpet. Elliot regaled the audience with tales from his
long and challenging journey, sharing his experiences
of numerous obstacles, rejections, limited funding, long
hours and appalling work conditions ... to fi nally produce
a global winner!
The night culminated in what everyone had been waiting
for: the top performers for 2009. Capping the awards
off with the highest honour was ‘Franchisee of the Year’,
won by ... Shane and Sally Cole – Melbourne City 3!
5

PACK & SEND 2009 ANNUAL C
Turnaround Award
PACK & SEND Preston
Sam Popescu (centre) of PACK & SEND Preston
receives his Turnaround Award
Everything was great! This was
no doubt the best conference I
have been to..... I can’t wait to go
back and implement the ‘FiSH’
principles into my business.
Rising Star Award
PACK & SEND Marion
Edwin Van Der Graaf and Alison Brown (centre) of
PACK & SEND Marion with their Rising Star Award
6 | Connect
Quarter Of A Million Dollar Award
PACK & SEND Mackay
Jenny McGrath (centre) of PACK & SEND Mackay
with her Quarter of a Million Dollar Award
No Limits Award
PACK & SEND East Perth
Claire Berryman receives the No Limits award on
behalf of PACK & SEND East Perth
Team Player Award
PACK & SEND Boronia
Lesley Hill (centre) accepts PACK & SEND
Boronia’s Team Player Award
Half A Million Dollars Award
PACK & SEND Balcatta
Graham and Michael Wise (front) of PACK & SEND
Balcatta receive their Half a Million Dollars Award
No Limits Award
PACK & SEND Seven Hills
Sean O’Keeffe and Ken Yazici (centre) receiving the No
Limits Award on behalf of PACK & SEND Seven Hills
SEAR INSURANCE BROKERS AND
ASSOCIATED MARINE AWARD
Best Risk Manager Award
PACK & SEND Melbourne City 3
Sally and Shane Cole receive their award
for Best Risk Manager

NFERENCE AWARD WINNERS
Million Dollar Club
PACK & SEND East Perth
Claire Berryman accepting the Million Dollar Club
Award on behalf of the PACK & SEND East Perth team
Special Recognition Award
PACK & SEND Ballarat
Andrew Howard and Deb Watson (centre) of PACK &
SEND Ballarat accept their Special Recognition Award
TNT AWARDS
TNT International Franchisee of the Year
PACK & SEND South Brisbane
Stephen Lawler of PACK & SEND South Brisbane accepts
his award for TNT International Franchisee of the Year
No Limits Award
PACK & SEND South Brisbane
Stephen Lawler (centre) accepting his award on
behalf of the PACK & SEND South Brisbane team
Special Recognition Award
PACK & SEND Rowville
Daniel, Derek and Janet Dalton (centre) of PACK & SEND ND
Rowville accepting their Special Recognition Award
TNT Domestic Franchisee of the Year
PACK & SEND Springwood
Tania Heycock of PACK & SEND Springwood receives
her award for TNT Domestic Franchisee of the Year
The conference not only met, but
exceeded my expectations. The
sales and marketing roundtables
were excellent. I learnt so much
more about sales conversions!
Rising Star Award
PACK & SEND Pyrmont
Mike Smart and Lissa Becker (centre) of PACK &
SEND Pyrmont receiving their Rising Star Award
Thank you. We had great fun,
but it was also a solid learning
experience for us with real take
away skills. Nice work!
7

8 | Connect
PACK & SEND
2009 Australian
Franchisee of the Year
Shane &
Sally Cole!

THE SILENCE WAS OVERWHELMING. SITTING EXPECTANTLY AT THE WELL ADORNED TABLES
OF MELBOURNE CRICKET GROUND’S OLYMPIC ROOM WAS A MULTITUDE OF PACK &
SEND CONTENDERS, ALL FOCUSED ON THE MAN AT THE PODIUM, A BREATH AWAY FROM
ANNOUNCING 2009’S ‘AUSTRALIAN FRANCHISEE OF THE YEAR’.
Shane and Sally Cole of Melbourne City 3 sat
amongst the crowd, just as expectant but,
surprisingly, unprepared to hear their names.
“We were wondering who was about to win the award,”
Shane said, not for a moment thinking it could be them.
Following the initial shock and surprise at the
announcement of their names, the Coles said
they were taken by a sense of pride for being
recognised in front of their peers.
“It’s always nice to get a pat on the back for
putting in an effort,” said Shane.
“I was, however, concerned
when Sally and John McGrath
became entangled following a
vigorous hug,” he said, laughing.
“I thought we may have had to
drag John up on stage with us!”
Along with winning the PACK
& SEND 2009 Franchisee of
the Year award, memorable
highlights during the Coles’ years
with the network include the
close work they’ve done with
other PACK & SEND franchisees
as well as many of the staff in head offi ce. But most of
all, says Shane, is his number one delight in learning that
he and Sally can work together!
“Sally and I have skills in particular areas which
complement each other. We’ve learned many things
and others have been reinforced during our time with
PACK & SEND. The major point is meeting customer
expectations,” he said.
“As we all know, most of our customers have a
requirement to have goods picked up, packed and
delivered within a tight deadline. Managing the needs
of all our customers and seeing it through to the end is,
at times, quite challenging, but at the same time is very
rewarding when a diffi cult job is completed successfully.
“We’ve also learned to use the strength of the group in
all areas; there are many franchisees with a wide range
of experience not only in the practicalities of packing, but
marketing and running the business in general.”
Shane says he particularly enjoys the challenge of
working through the process of packing those more
complicated jobs.
The fi rst that came to Shane’s mind was a large stuffed
peacock with its beautiful
tail feathers spread out in full
display needing to go to country
NSW. With urgency not being
one of the factors, Shane said
he lost count of the times he
walked past the bird, pondering
the best way to pack it.
Eventually the stuffed bird found
itself secured to a base, bubble
wrapped and surrounded by
fl o-pack, sitting in a custommade
box measuring around
two metres long, one and a half
metres high and 40cm wide.
The second job’s complexity was altogether
different, seeing Shane examine options with
his client on how to best pack and send over
half a million dollars in parts to Geneva for the
biggest scientifi c experiment in the world: The
Large Hadron Collider (LHC).
The LHC is the world’s largest energy particle accelerator
designed to address the most fundamental questions of
physics. It lies in a tunnel 27 kilometres in circumference
as much as 175 metres beneath the Franco-Swiss
border near Geneva, Switzerland.
Shane packed the LHC parts into anti static bags, then
into two custom-built, foam lined cases and fi nally into
PACK & SEND boxes with a false fl oor and fl o-pack.
“It’s great how exposure through the business broadens
your interests,” said Shane, who has been following the
Hadron Collider’s progress ever since.
Ironically, he says, winning the award has made them refocus
on the business and the way they operate.
“We believe that there are always areas in which we can
improve,” says Shane. “And we must continually improve
and grow.”
Above: Shane and Sally Cole
are awarded the PACK &
SEND perpetual trophy for
Australian Franchisee of the
Year 2009 from Chairman,
Barry Smorgon, and CEO,
Michael Paul.; inset: hard at
work in their store.
9

10 | Connect
Shane and Sally recognised as
THE BEST IN VICTORIAN FRANCHISING!
At the Franchise Council of Australia’s Victorian
Regional Awards Gala dinner held in Melbourne’s
Crown Casino on August 6th, Shane and Sally
Cole of PACK & SEND Melbourne City 3 were crowned
the VIC/TAS Franchisee of the Year.
The Coles received their award at the black tie event
where the Franchise Council of Australia held its
‘Excellence in Franchising Awards’ for the VIC/TAS
economy. Shane and Sally were winners in their category
of ‘Franchisee of the Year – single unit < 2 staff’. This is
a major achievement given that Shane and Sally were
up against Franchisees of some of Australia’s biggest
franchise brands.
To win this award Shane and Sally had to complete a
detailed submission on their business, be interviewed
and have their business mystery shopped. The award
recognises excellence in business management across
the areas of business planning, systems management,
franchise citizenship, support networks, marketing and
customer contact, openness to learning and change,
community contribution and performance. In the area
of performance they were obviously served well by
managing to increase sales and profi ts in the face of an
economic downturn. In the end they were assessed as
being the ‘best of the best’ – the ultimate accolade for a
franchisee in their state.
Shane and Sally now go through to the big one – The
Excellence in Franchising National Awards Gala Dinner,
being held in Surfers Paradise QLD on the 12th October.
At this event they will be fi nalists with winners of the
other states for the National Franchisee of the Year.
Congratulations to Shane and Sally and thank you for
your huge contributions to the brand, the business and
the people in it.

Business
Awards
Marketing in
high gear
As part of PACK & SEND Ballarat’s marketing activities for
2009, franchisee, Andrew Howard, decided to complete an
entry submission for the CGU Commerce Ballarat Business
Excellence Awards for the ‘New and Emerging Business’
category and, to his delight, soon found that his store was
announced as one of three fi nalists in their category!
Although Ballarat didn’t progress to the status of winner in
2009, two very positive outcomes for the store were weeks
of free exposure through WIN TV and the local newspaper
during the lead up to the announcement.
And, with nominations just opening for this year’s awards
and Ballarat still qualifying in the category, Andrew is ready
to enter again for 2010.
We wish Andrew the very best of luck!
Continued success for
PACK & SEND Hobart
Following on from their crowning as PACK & SEND Australian Franchisee of the
Year for 2008, Andrew and Sharon Goldsworthy were proud recipients of an award
for 2009 – runner up for the ‘MYOB Excellence in Franchising Victorian Regional
Awards’.
Organised by the Franchise Council of Australia (FCA), the MYOB Excellence in
Franchising Awards was created to recognise outstanding achievements of hard
working individuals and organisations in the growth and development of their
businesses as well as their contribution towards franchising in Australia.
Update
With over 60,000 franchisees in Australia, Sharon and Andrew’s placement as runner
up recognises them as one of the best operators in Australian franchising.
“Everyone at PACK & SEND should be very proud of Andrew and Sharon’s
achievements,” said PACK & SEND CEO, Michael Paul. “The judging process for this
prestigious award is very rigorous and their business was assessed against some of
the biggest brands in Australia.”
We congratulate Andrew and Sharon on their continuing success.
Above: Sharon and Andrew receive their award.
11

12 | Connect
1.
4.
7.
10.
13.
2.
5.
8.
11.
14.
3.
6.
9.
12.
15.

New Store
GROWING THE
CONNECTIONS
OPENINGS
THE PACK & SEND NETWORK IN AUSTRALIA IS BROADENING ITS HORIZONS WITH OUR CURRENT
NUMBER OF STORES GRANTED GROWING TO 108.
Amongst the latest stores to join the group are Southern Highlands, Balmain, Kings Cross, Wagga Wagga and Bathurst in
NSW; Eltham, Frankston and Shepparton in Victoria; Capalaba in Queensland; Bibra Lake and Midland in WA; and Glenelg
and Lonsdale in South Australia.
Featured below are a few of our latest franchisees to join the network.
Mark Gain and Chris Webber –
PACK & SEND Wagga Wagga, NSW
Prior to owning a PACK & SEND franchise, Mark was employed by the NSW Police
Department for a period of nine years, his latest position being Senior Communications
Offi cer.
Chris Webber was previously employed by Charles Sturt University as Floor Supervisor,
Reprographics Unit, which was preceded by over 10 years with Moore Paragon as a
qualifi ed printer.
Pictured (from left) is Keith Gain with Chris Webber and Mark Gain.
Kieran and Natasha McCoy – PACK & SEND Midland, WA
Having had a taste of the freight industry before PACK & SEND, Kieran’s most recent
position was as a bulk driver for TNT Express. Kieran also held previous positions
including that of Branch Manager for Coates Shorco and Operations Manager for
Budget 4WD Rentals.
Natasha came to PACK & SEND following her most previous role as Duty Manager with
Cellarbrations Maddington which involved her in day-to-day management, ordering, staff
management and OH&S.
Michael Gibbons and Belinda Leedham –
PACK & SEND Glenelg, SA
Michael preceded small business ownership with a variety of sales roles, his most recent
as Sales Specialist for DKSK selling technology and prior to that as Sales Manager for
Hager B&R, hiring and mentoring sales staff.
Belinda was most recently employed by the Montessori Children’s Centre and was
responsible for mentoring children. Belinda also worked as a Practice Manager for West
Beach Dental as well as holding the position of Fundraiser for Muscular Dystrophy.
Opposite page: 1. PACK & SEND Bibra Lake; 2. Victoria and Paul O’Donoghue from PACK & SEND Bibra Lake; 3. Darren and Isabelle Dench – PACK & SEND Capalaba;
4. Pam Polsoda and Des Papac from PACK & SEND Balmain; 5. PACK & SEND Eltham’s Vas Manojlovski and Nik Kokarevski; 6. PACK & SEND Frankston store; 7. PACK
& SEND Glenelg; 8. PACK & SEND Lonsdale; 9. PACK & SEND Wagga Wagga; 10. PACK & SEND Kings Cross store; 11. PACK & SEND Midland store; 12. PACK & SEND
Shepparton; 13. Rick Orr from PACK & SEND Shepparton; 14. PACK & SEND Southern Highlands store; 15. PACK & SEND Southern Highlands’ Chris and Leanne Le Coic.
13

14 | Connect
Have
FUN
in your
business
One of the lessons for running a successful
business espoused by Richard Branson (British
industrialist, best known for his Virgin brand of
over 360 companies), is to make sure you are having fun!
The youthful enthusiasm and exuberance with which
Branson runs his company has made him one of the
most entertaining entrepreneurs in recent times. We
reckon Phil & Carmel Jones of PACK & SEND Bunbury
are living up to the Richard Branson philosophy.
Pictured is what Phil and Carmel get up to whenever
they hit their monthly sales targets ... celebrating in style!
Ballarat gains traction from a new
marketing initiative
One of PACK & SEND Ballarat’s more recent store
marketing initiatives saw two large PACK & SEND
banners proudly displayed at the local Ballarat Westpac
bank branch.
Branch manager, Ken Baker, was highly supportive of
the marketing initiative saying it was in his best interests
to support his client’s growth.
The display ran from August 26th through till September
14th, giving PACK & SEND Ballarat excellent exposure in
a very busy Westpac branch store.
Above: PACK & SEND Ballarat’s Andrew Howard with Westpac
branch manager, Ken Baker.

A great start
for Bibra Lake
Surrounded by the best wishes of family, friends and business
associates, Victoria and Paul O’Donoghue of PACK & SEND
Bibra Lake, Western Australia, celebrated their store’s Grand
Opening on the evening of September 29th, 2009, with the support
of special guest, Mayor Logan K. Howlett.
The evening was deemed a great success, providing the opportunity
for some excellent networking which, no doubt, has played a part in
their solid sales growth. The Mayor congratulated Victoria and Paul on
their entrepreneurial spirit and welcomed the introduction of PACK &
SEND services to the local community.
Bibra Lake is in the southern suburbs of Perth, Western Australia. Paul’s
background is as a customs broker and he is very familiar with the freight
industry, while Victoria has industrial selling experience.
15

PACK & SEND’S fi rst customer opens
our 100th store
Above: PACK & SEND Southern Highlands store.
BRAND ALIGNMENT
enhances our image
THE BRAND IS ULTIMATELY WHAT BRINGS CUSTOMERS
TO THE BUSINESS IN THE FIRST PLACE. IT IS ALSO WHAT
DRIVES FRANCHISEE BUSINESS VALUE AND DEMAND.
The PACK & SEND Brand Alignment Program is well underway,
turning out some very impressive stores.
PACK & SEND operates from professional retail premises and this
distinction is important to our success. This includes a professional
merchandise presentation and display, combined with quality store
lighting, image design and signage. A high quality store appearance
attracts customers with a confi dence to spend money on our
services – instead of alternative service providers.
With a number of franchisees already benefi ting from their
striking new signage and interiors, many are in the midst of their
transformations and are looking forward to enjoying the benefi ts.
Comprehensive Brand Alignment resources are now available for
viewing on PACKNET.
16 | Connect
In the early 1990s, Chris Le Coic established
a recruitment agency offi ce called Select
Appointments in Parramatta, NSW. That company
happened to make the fi rst purchase from PACK
& SEND’s very fi rst store in 1993 – buying a
cardboard box for just $2.90. Today, that receipt sits
proudly at PACK & SEND’s head offi ce.
In 2009, Chris was to put his name in the PACK &
SEND record books once again ... becoming the
franchisee of PACK & SEND’s 100th store – PACK &
SEND Southern Highlands!
Chris and Leanne Le Coic’s store is located on the
main street into Mittagong, NSW.
If you are driving through the Southern Highlands,
you simply can’t miss the PACK & SEND brand.
Above: The newly brand-aligned PACK & SEND Liverpool store.
Above: PACK & SEND Lonsdale’s new double counter allows the majority of
deskwork, phone calls etc., to be handled in the front of the shop.

PACK & SEND at the
Bong Bong
Picnic Races
ON NOVEMBER 11TH 2009, A MARE CALLED PHOTOGRAPH FLEW PAST THE WINNING POSTS AT THE
BONG BONG PICNIC CLUB RACE MEETING IN THE PACK & SEND SOUTHERN HIGHLANDS HANDICAP
IN NSW.
Sponsors of the race, PACK & SEND Southern
Highland’s Leanne and Chris Le Coic, celebrated
their store opening by providing a marquee
fi lled with food and feasting where family, friends, and
business associates were shown the full force of the Le
Coic’s hospitality.
The fashionable event saw attendees brighten up the
Bowral hills with every shade of the rainbow along with
all the latest in fashion.
Chris and Leanne concluded the formal stage of events
by presenting an award to the owners and jockey of fi rst
place winner of the PACK & SEND Southern Highlands
Handicap winner, ‘Photograph’.
The Bong Bong
Picnic Race Club
began in 1886 with
the fi rst Cup held
in the grounds of
Throsby Park. Today,
the Bong Bong
Picnic races are
held at the Club’s
170 acre property
called “Wyeera”, an
aboriginal word meaning “turning of the soil”.
17

1.
4.
18 | Connect
THE POWER OF
‘Brand Magnifi cation’
The latest PACK & SEND store to add fuel to
the power of the network’s branding is PACK &
SEND SEND Capalaba with its initiative initia of erecting a large
illuminated street sign on the mmain
road into Capalaba.
This prominent sign takes advan advantage of both day and
night traffi c and can’t be missed by anyone in the area.
PACK & SEND Kings Cross is als also attracting its share of
attention, featuring two LCD tele televisions and four brightly
illuminated illuminated Slimline LED panels ddisplayed
on its windows,
making ki th the store t – situated it t d on one of busiest roads in
Sydney – highly visible to both car and foot traffi c.
Another stand-out in its area is PACK & SEND Bibra
Lake, with an impressive store frontage using an aboveawning
building facade with illumination by overhead
fl oodlighting that automatically adds to the impact of
their local area marketing.
5.
2.
3.
PACK & SEND Frankston takes their fascia signage
to the next level, being the fi rst in the network to use
individually illuminated cut-out 3D letters.
1. Bibra Lake’s above-awning building facade featuring
illumination by overhead fl oodlighting
2. PACK & SEND Kings Cross store’s brightly
illuminated Slimline LED panels
3. One of PACK & SEND Kings Cross’ LCD televisions
4. PACK & SEND Frankston’s individually illuminated
cut-out 3D letters
5. PACK & SEND Capalaba’s illuminated street sign

1.
5.
2.
6.
Reprinted from: Southern Highland News (Bowral) Wednesday 26/05/2010
3.4.
1. The PACK & SEND crate is delivered to customs in Ulan Bator, the capital city of Mongolia. 2. Three days later the crate is delivered safely in Ulaangom
in the west of Mongolia. 3. Six people work together to unload the crate by hand! 4. Opening the crate and undoing all the good work! 5. Putting it all
together 6. Voila! 7. A very delighted Dr Pujee and her husband – with the goods ready for use and in pristine condition.
7.
19

PACK & SEND BENDIGO,
PACK & SEND SEVEN HILLS,
PACK & SEND READING,
PACK & SEND BUNBURY -
To Lincoln and Lauren,
‘Thank you’ for all your kindness. It was so wonderful to
receive my cake in such perfect condition. Thank you both
so much for all the care and trouble you took. Enjoy this
sample piece with a “cuppa”.
Kind Regards,
Gay Duncan
PACK & SEND - BENDIGO
AMAZING
Lincoln and Lauren Adcock from PACK & SEND Bendigo recently received a slice from ‘the fruits of their labour’ in celebration for a job
well done!
Beginning as a relatively straight forward task that was to see a 60th birthday cake delivered by a friend from its place of
baking in Bendigo to its destination in Adelaide, the cake almost didn’t make it when its deliverer suddenly found that due
to a sickness in the family she was unable to go.
Shortly afterwards at the PACK & SEND Bendigo store, Lauren was to fi nd the most beautiful and equally fragile
birthday cake ready and waiting to be packed for freight transport over a rigorous haul of over 600km.
With packing techniques running at optimum, the consignment was soon ready to go.
A few days later a package arrived for the Adcocks holding the following note and a small surprise.
And, according to Lauren (pictured), the slice was as tasty as the cake had been beautiful.
PACK & SEND - SEVEN HILLS
Congratulations to Sean O’Keeffe (pictured below) of
PACK & SEND Seven Hills for a job well done!
20 | Connect
To whom it may concern,
I am writing with my thanks and compliments for your service.
I do not remember the name of the gentleman who took care of my order, sorry, but
you should be able to track it through the invoice number.
I turned up at your store on Friday, April 9th, with multiple items to be sent to the
USA.
The man who helped me was very knowledgeable, effi cient, and and and and fr frien fr fr friendly ien ie ie dly dly dly d to to
too. too. o. o. o. He He HHe
e
scuba dives if that helps you identify him.
Anyway, when my package arrived, I was very impressed and d hhappy ha happy. ppy ppy pp . . . UU
Upon Upon pon pon pon
opening my package, I was amazed. It had been so well packed; ed; ther there her her here e e ewas ww
wwas
as as
absolutely no chance of damage. I wouldn’t have done a better r job job bbb mys mys myself myself. elf elf elf. . . II
It t twas ww
was ass
as if he, or whoever did the packing, was packing their own priceless iceless it items items. ems ems ms..
So, again, I say thank you.
I have posted my compliments online, but if there is a specifi c place/site lace/si / te you youu you wo wo wwould uld uld uld ul
like me to post to, just let me know.
I would recommend your service to anyone.
Sincerely,
Leanne McCartney-Cocks
Bainbridge Island, Washington State, USA

CUSTOMER SERVICE
Dear Michael,
We have recently used the Reading based offi ce in the UK to send an important
package to New Zealand and as we were so overwhelmed with the quality of the
service we felt it was important to send our praise on to you.
The package we have sent is incredibly important to us as we had to get our 2 year
old son’s baby milk to New Zealand ready for our arrival in the country for a 3
week holiday. Our son has a rare brain abnormality which has caused a medical
condition that necessitates a set amount of liquid to be taken each day to maintain
his sodium levels.
Having found it diffi cult to fi nd a company to send this liquid package and given
little advice about who may be able to help by other companies, we found “PACK
& SEND” in our local telephone directory. The service we received as soon as we
walked in the door was second to none. It is rare in the UK to experience such a
fantastic service these days. We were relieved to fi nd somebody who was confi dent
in fi nding a courier to deliver the package and were given support and additional
ideas of how to ensure that the package gets through the rigorous checks at
customs. We felt like we were the most important customer to the business at that
time, which made us feel very reassured given the circumstances we were in.
We were even more surprised to fi nd out that we were actually served by the UK
Chief Executive, Mike Ryan! You would expect a member of the business of this
status to have less understanding of the day-to-day jobs, but he had a fantastic
knowledge of the issues which we could face with our delivery and the ways in
which we could try to reduce them. He was incredibly effi cient and so caring
and understanding towards the concerns we had, due to our son’s condition. He
did everything within his efforts (and more) to ensure the delivery made it safely
and promptly to its destination. Since sending the package he has sent us quick
email updates to advise us on the status of our delivery which has also been very
reassuring to read.
Hi there Carmel, Jackie, Phil and Bacchus,
I want to thank you for everything you did to help get our things to us in such good
condition.
Everything arrived yesterday and we could not believe how well it was all packed.
When the driver opened the door it all looked as if it had just been packed and put
on the truck … not arriving in the UK having been shipped half way across the
world.
The delivery man said – and this is honestly what he said – “In the 20 years I have
been in this game, I have never ever seen a consignment shipped from overseas
arrive so professionally packed”. Several times he made comments like this, he
was so impressed.
There was not one single breakage, the pallets, crate, etc., all looked as if they had
just left your place. We love the crate by the way ... not a single nick or tear, even
in the outer wrapping on all of it. It was a wonderful surprise and I just wanted
to give you this feed back as you are really very, very professional and did a
wonderful job for us.
Use me at any time if others want reassuring about your personal, professional
service ... just give them my email address and I will happily tell them our story. I
have gone on a bit, but Russ and I are really so impressed ... THANK YOU.
Best wishes to all of you and thanks again.
Barbara and Russell
SOMERSET
BS25 5PB
ENGLAND
PACK P & SEND - READING DING
At no point did Mike make any indication of his place within the company until we
asked him for his manager’s contact details so that we could write this letter! So,
even though he is obviously a valued member of the company already, we wanted
to send you this email as he really does deserve the positive recognition for the
work he is doing at shop fl oor level as we are sure he will be doing on all levels of
the business too.
We have never written to a company before, so it really does show how impressed
we have been. We think he is a fantastic asset to your company and it was an
absolute pleasure to meet him. We will pass on our positive experience with the
company to our friends and family both in the UK and New Zealand.
In summary, Mike Ryan really did go that extra mile. Your company magazine,
Connect, is so refreshing to read. There is a real sense of desire to work very hard
to please your customers, and you really have done so on this occasion! It was
very interesting to read about your book “No No Noo Lim Lim LLimits”
so we will be ordering a
copy cc of this to read ourselves.
Good GGG luck with the franchises in the UK. KK.
Best B wishes,
Rob R and Davina Turnbull
Reading, R UK
Mike Ryan of
PACK & SEND Reading. g.
PACK CK &
SEND - BUNBURY
CCarmel
and Phil Jones s– –
PACK & SEND Bunbury
21

22 | Connect
PACK & SEND races against time
PACK & SEND Sumner
Above: Aarjaun Burch-Johnston
THE CHALLENGE: TO GET A REPLACEMENT RADIATOR CAP TO A MINE SITE IN NARRABRI,
NSW, BEFORE DISASTER STRIKES!
In November 2009, a PACK & SEND Sumner customer
rang the store in an agitated state.
Sumner franchisee, Aarjaun Burch-Johnston, listened
attentively as the customer recalled the situation that
had left him with the destruction of a faulty radiator cap
at his mine site in Narrabri, NSW. He also made clear
his urgency to fi nd a replacement cap before further
damage occurred.
Aarjaun, hurriedly took down the details, soon fi nding out
that the replacement cap was in Mudgee, NSW – about
four hours south of Narrabri. It was 11am Queensland
time and they needed to get it there before 5pm in NSW.
There was no time to waste.
After exhausting all the usual options of Same-Day
transit (TNT, AAE and other PACK & SEND stores),
Aarjaun drew a blank. All the big freight companies
wanted to take it into Sydney and back out again.
When many would have opted to put this job into the
‘too hard’ basket, Aarjaun, a strong believer in the PACK
& SEND ‘No Limits’ culture, resumed her search.
She Googled “Freight, Mudgee” and got nothing.
Snatching a glance at the time, she Googled “Taxi,
Mudgee” and got a number that referred her to Black &
White in Sydney. No good!
Further digging lead her to a mobile number of what
seemed to have been the only taxi driver in Mudgee.
After some very fast talking, Aarjaun managed to get the
driver to agree to pick the part up immediately and taxi it
straight through to Narrabri on a nonstop four-hour drive.
By the time she’d gotten the customer’s okay for the job
to go ahead and it was fi nally picked up, it was 1pm in
NSW.
The driver, to everyone’s relief, made it with about 10
minutes to spare, managing to make a number of people
very happy – particularly one customer who will not soon
forget PACK & SEND’s remarkable service!
Congratulations to Aarjaun for demonstrating the ‘No
Limits’ spirit that makes customers keep coming back.

Neither rain nor hail
nor sleet nor snow...
PACK & SEND Reading
Above: Phil and Lex with the Meccano Ferris Wheel.
THE CHALLENGE: MEETING A DEADLINE TO GET A FULLY WORKING FERRIS WHEEL MODEL
FROM FRANCE TO BALLARAT, AUSTRALIA, WHILE COPING WITH EUROPE’S DEEPEST
SNOWFALLS IN 30 YEARS.
When the Ballarat Antique Fair in Australia purchased a
fully working Ferris Wheel model from France, made from
the iconic toy Meccano, little did they know the lengths
that the UK’s PACK & SEND Reading store would have
go to, to get it to them …
Measuring 5ft in diameter and 2ft in depth,
the Ferris Wheel began as a highly fragile
and urgent job. It needed to be picked up
from northern France within a few days, be
securely crated and then sea freighted via
the PACK & SEND door-to-door sea freight
service through to its owner in Ballarat.
What took this job to the next level of
diffi culty, however, was the situation that
the UK and most of Northern Europe was experiencing -
the deepest snow falls in 30 years.
After digging their van out of a snow drift, Reading’s two
staff, Phil and Lex, began their journey at 7.30pm January
12th – armed with a box of sandwiches, a fl ask of tea, a
bag of road salt and a snow shovel – and boarded the
sea ferry for the crossing to France at 10.00pm.
The lads arrived in Calais at 12.30am and started their
journey down to Sant Marcel (a 5.5 hour drive on a good
day) in the driving snow. Safely tucked behind a French
snowplow and road gritter they launched into singing the
company song to keep their spirits high.
Shortly after day break they arrived at
their destination in Sant Marcel, refreshed
themselves with a stale sandwich and
cold cup of tea, loaded the Ferris Wheel
safely into the van and then turned right
back around again to begin the journey
home.
Boarding a ferry for the UK at 7.00pm,
they were back in the store by 11.00pm
– fi nally completing their drive of over 1400 miles in the
worst road conditions they’d ever experienced.
And then – over 24 hours after they began – they fi nally
slept.
Soon after came the Ferris Wheel’s last leg of the journey
– onto the Anglo Pacifi c to Melbourne and to its fi nal
destination – arriving safe and sound in Ballarat, Australia!
23

24 | Connect
Making it happen
PACK & SEND Rowville
Above: The Rowville team- Daniel, Janet and Derek.
THE CHALLENGE: FINDING A WAY TO ACHIEVE A ‘RECORD SALES MONTH’ WHEN TIME WAS
RUNNING OUT...
Derek Dalton of PACK & SEND Rowville sat at his desk
looking at a shortfall of a few thousand dollars standing
between him and a record sales month and he wasn’t
happy.
It was August 2008 and after having set himself a goal
to achieve the elusive all-time record sales for the month
– with one and a half days to go – it looked as though it
wasn’t going to happen.
The feeling was unsettling. Sitting deep in thought, Derek
couldn’t let go. He thought there must be a way. And
then the idea came to him: It’s the end of the fi nancial
year. What would small businesses be doing at this time
of Year? They archive and store all their fi les!
So, on the last day of the month, armed with a
spreadsheet, business cards, and an assembled archive
box, Derek set out on his mission.
“I had worked out that I needed to sell a few hundred
archive boxes,” Derek said.
“I called into most of the small businesses in the
business park and the local shopping centre and made
about 60 calls over the seven hour period, selling the
boxes at $5.50 each or 10 for $50.00.”
Naturally, Derek said, some people were not interested
and others were happy to take two or three, while a few
real estate agents said the boxes were ‘just what they
needed’, taking 10 boxes each on that day. “I just took
their information and payment details , and advised that I
would be delivering to them the next day.”
At the end of the exercise, Derek returned to the store
exhausted but extremely pleased. Not only had he
achieved his target … he’d also educated numerous
people on what PACK & SEND does and earned extra
profi ts!

Website News
Update
PACK & SEND’s
New Global Website
In line with its international expansion, PACK & SEND is soon to launch
a dynamic new Global Website, tailored specifi cally towards growth in the
international market.
The new website is designed to educate international visitors about our services, the market, and our award
winning business system. It also gives insight into our mission and values along with the training and development
available to potential International Franchise Partners.
A ‘new look’ for PACK & SEND’s
Australian Public Website
As well as giving our Australian public website a refreshing ‘new look’, the
incorporation of a new slide show presentation to the PACK & SEND home
page will give website visitors a quick and simple way of becoming familiar with
what we do.
The slide show takes in a broad view of the services we offer along with the
products we sell, giving potential consumers a wide range of examples to start
them thinking.
New features for
Smartphone users
Three updates have recently taken place to
make PACK & SEND’s mobile phone website
even more user friendly for the growing market of
Smartphones, e.g.: iPhones.
Included in these changes are:
1. Call direct button. You can now click on the
phone number displayed and your handset will
call that number.
2. More information on Google maps via iPhone.
3. Google Maps view will now display the phone
number of the store and the direct URL
e.g. www.packsend.com.au/adamstown
25

GlobalMaster
Proprietary Retail Management System
Superior Customer Service,
Improved Store Processes,
Unrivalled Competitive
GlobalMaster was born based on the business
needs of PACK & SEND ® stores for having a convenient,
uniform and powerful retail pricing system.
PACK & SEND has grown from offering 3 freight
services in 1993 to over 30 freight and packaging
services today. The existing manual pricing books
became cumbersome and unproductive, and it had
become increasingly diffi cult to train new employees
and keep pricing up to date. The request from
franchisees was for a professional and convenient
retail pricing system.
Superior
Customer Service
✓ Generate a professional estimate ‘Service
Information Summary’ for
your customers.
✓ Email estimates and
connotes as secure
PDFs directly
from GlobalMaster.
✓ Save regular customers to
your database for future
reference.
World Class Software
✓ Enter enquiries into GlobalMaster
using only 2 main user friendly screens.
✓ Quickly fi nd saved estimates and sales
using the powerful ‘Search’ tool.
✓ Export sales data to Excel for reporting
and analysis.
Pricing Flexibility
✓ Choose the most suitable carrier and
service from Pack & Send’s preferred
suppliers or select a custom service.
✓ Input store specifi c charges for pickups,
service fees and packaging etc.
✓ Enter your own packaging prices for
complete fl exibility.
Operational Effi ciencies
✓ Print an internal ‘Job Card’ to manage
the operational and administrative side of
every sale.
✓ Print professional A5 Address Labels to
apply to all cartons sent from your store.

Advantage.
We W have had GlobalMaster in our store since March 2009. Before it was installed we used manual price
sheets s or, where available, online carrier pricing. As soon as we started using GlobalMaster, we noticed
vast v improvements in the key areas of running our PACK & SEND store and now we can’t live without it!
All A customer enquiries are entered directly into GlobalMaster and then saved for future reference. We no
longer l need to print off web estimates or have trays and folders full of old enquiries. GlobalMaster holds
every e price estimate and any notes we make, so following up enquiries becomes a very simple exercise.
One of the most noticeable benefi ts of using GlobalMaster is our increased level of professionalism and
customer service. The Service Information Summary is a powerful branding and selling tool, especially when dealing with medium to large size
companies.
All of our customers’ details are stored in GlobalMaster so we can quickly print our PACK & SEND consignment notes. The consignment note can also
be emailed directly to our customers. This has been a real timesaver for those customers who don’t come into the store. GlobalMaster has also given
us consistency with our pricing - we are confi dent that our staff are pricing correctly and it has helped improve our gross profi t margin management.
We now look forward to the regular
updates of GlobalMaster as we are
seeing many new and useful features
being included. The investment for
GlobalMaster has been worth every cent
and we are very excited about what’s in
store for GlobalMaster in the future.
“
As A soon as we started
using GlobalMaster,
we noticed vast
improvements in the
key areas of running
our PACK & SEND store
and now we can can’t t live
without it!
CASE STUDY: Edwin van der Graaf & Alison Brown
- PACK & SEND Marion
“
The T investment for GlobalMaster has been worth every cent and we e
are a very excited about what’s in store for GlobalMaster in the future. .

28 | Connect
NEW ZEALAND
UPDATE
IN LESS THAN TWO YEARS, PACK & SEND NEW ZEALAND HAS
GROWN ITS NETWORK OVER THE NORTH AND SOUTH ISLANDS
TO INCLUDE SIX STORES WITH A SEVENTH – PACK & SEND
TAURANGA CITY – DUE TO OPEN SOON. FEATURED BELOW ARE
THE LATEST INTEGRAL MEMBERS TO BECOME A PART OF THE
PACK & SEND FAMILY.
Garry and Cherry Le Verne – PACK & SEND Albany, Auckland
Before establishing their PACK & SEND store, Garry spent 20 years with Auckland’s
largest realtor, both selling real estate and as a property manager.
For over 10 years, Cherry previously worked with Burger King NZ, project managing the
fi t-out of new restaurants and purchasing equipment. Cherry has also been involved in
real estate in an administrative capacity.
Prior to that, motel ownership and property development occupied their time.
Peter Fenwick – PACK & SEND Wellington City
Peter trained and qualifi ed as a butcher, winning the Apprentice of the Year title in the
early 90s.
After fi ve years of overseas employment, Peter returned to Wellington and developed a
career in sales, becoming Wellington regional sales manager for Fonterra, responsible
for 35 staff. After a brief period as a category manager for a national supermarket chain,
Peter switched to self employment as a franchised supplier of bacon, ham, and dairy
products to cafes, hotels and restaurants. Three years later he sold the business and
joined PACK & SEND.
Peter’s leisure time is spent maintaining a small lifestyle block, fi shing, snowboarding,
jogging and running around after a wife of 20 years and a six-year-old daughter.

Mark and Sarah Silvester – PACK & SEND Hamilton City
Mark has over 20 years experience in the automotive parts industry, the past 17 of which
was for the local Holden franchise dealer where he gained considerable experience in
customer service, staff management, stock control and freight forwarding.
Mark has completed further study in small business management.
Sarah comes from a nursing background and has held positions which included fi nancial
control, quality assurance and staff management.
Lindsay and Emily Miller – PACK & SEND Dunedin City
Lindsay and Emily Miller began operation of their PACK & SEND store in Dunedin
following owning and operating a successful Brumby’s Bakery franchised store for the
previous fi ve years. For over 17 years prior, Lindsay held the position of department store
manager for the Farmers Group, based in various locations around NZ.
Emily has a customer service background with airlines in both Blenheim and Invercargill
and the insurance sector in Dunedin.
Craig and Carissa Gordon – PACK & SEND Auckland City
Carissa’s initial career began in sales with Telecom, moving on to become personal
assistant to one of the largest property developers in Auckland before leaving to start
a family. Since then, Carissa has worked with Craig to run their various companies,
assisting in administration and sales while also raising their four children and coming up
with the idea for the Liquid Holster – a drink holder that attaches to baby strollers, golf
trundlers, bikes, boats, etc.
Craig’s working background began over 24 years ago when he started a small cafe and,
for about three of those years, managed two McDonalds stores in Adelaide.
Since then, Craig has run and owned travel agencies, landscaping companies, car
dealerships, and has recently been involved in property development. He has also worked
and developed the Liquid Holster through from invention stage to Patenting, Trade
Marking and getting the product on to the shop shelf.
The thing we enjoy most about PACK & SEND... is when you’re able to help people with a problem
piece of freight after the customer has gone to everyone else and can’t get the help they need and you are
able to say: ‘we can sort that out for you!’
For example, the other day we had a woman come in with a blood sample to go to the UK to see if she
was compatible with a family member for an operation (also to avoid her fl ying all the way there if she was
not). She had rung around everywhere and NO ONE would help her and we had it arranged within an
hour…she was so emotional!
Or when you airfreight a valuable piece of art for a nervous client and you track and trace it all the way to
the USA on their behalf – and then let them know two days later it’s there and signed for when they were
expecting it to take at least a week!
- Craig and Carissa Gordon
29

30 | Connect
PACK & SEND PENRITH-
CELEBRATING
15 YEARS
PACKING AND SENDING!

THE YEAR WAS 1994 AND WITH A YOUNG FAMILY, AS WELL AS ESTABLISHED CAREER PATHS IN
BOTH THE FOOD AND HAIRDRESSING INDUSTRIES, GREG AND MARGARET MCKAY DECIDED
THAT IF THEY WERE TO KEEP THEIR DREAM ALIVE AND TAKE THE STEP INTO OWNING THEIR
OWN BUSINESS, THE TIME HAD ARRIVED TO DO IT. AND IN FEBRUARY, 1995, WITH ONLY FIVE
OTHER STORES IN THE NETWORK, PACK & SEND PENRITH OPENED ITS DOORS.
Greg recalls the PACK & SEND network in its infancy.
“The concept was very new in the market place,” he
said.
“In those days there were only a hand full of stores which
did prove to be a challenge when you needed something
picked up or packed from or to other locations, but
the camaraderie was excellent because we all worked
together.”
The early days of business also relied more heavily on
basic resources.
“In the early days we operated on using two feet and
a heartbeat and getting out there.” Today, even though
the same applies, there is also the support of modern
technology including email, web quotes, track and trace,
and so much more.
Although it was not originally Greg and Margaret’s
intention to have the children involved in the business,
time was soon to say otherwise. With Wade aged 14;
Evan, 9; and Sarah, 7 – the McKay children were quick
to learn.
“From day one, they were and still are in some way,
involved in the business as the business was always
spoken about all of the time,” said Greg.
“On a regular basis, after school and sometimes on
school holidays, they would stay at the rear of the shop
either doing homework or asking many questions,
helping us pack and learning about customer service
and business in general.”
Those early days of exposure to the family business
were to teach the McKay children many things, including
how to set and achieve business as well as personal
goals.
Proof of this today, says Greg, can be seen in their now
grown children: Wade, who is 30 and has been fully
employed with PACK & SEND Penrith for the past 12
years; Evan who worked in the family business for seven
years and is now a manager for one of PACK & SEND
International’s corporate stores; and Sarah who worked
part time in the family business until she completed her
fashion degree and now works full time as a graphic
designer.
Looking back over the years, one of the McKays more
memorable jobs began with their fi rst: a very heavy
and solid steel safe which, for some unknown reason,
Greg remembers bubble wrapping. Nonetheless, they
achieved the delivery expectation by sending it via a
direct same day courier - all to the amazement of the
new customer and for which they still have the sales
receipt!
Among the list of PACK & SEND Penrith’s long standing
clients are artists, individuals, large and small companies,
and military and government agencies.
One of their most unforgettable, says Greg, is the long
term negotiation they had with the Sydney Olympic
Committee regarding the Sydney 2000 Olympic
Games – ‘Remains of the Games’. This very complex
job involved Australian and international pick up,
warehousing and distribution, including additional
Olympic on-site auctions of props, vehicles, sports
equipment, white goods, lighting and staging for
companies and private individuals. Items of Olympic
signifi cance chosen by the IOC – which were
warehoused, packed and air freighted – are now on
display at the sports museum at the IOC HQ Lucerne,
Switzerland.
Over the years, PACK & SEND Penrith was often called
to assist with the concept, design and manufacture
of small and large scale military transport containers
that sometimes were requested off the plan but were
more often not available at the time so were made
from scratch. These containers were then drawn,
manufactured and profi led by the McKays, then
delivered and packed on military sites. This included
specialised containers to a length of six metres long and
over two metres high which were internally profi led to
cradle the items contained for military aircraft use. They
contained expensive items such as fuselage, wing, tail
sections and other components.
Other naval projects included the salvaging, packing and
air freighting to the UK of over A$1M of sensitive sonar
equipment from the stricken British Naval ship HMS
Nottingham which ran aground off the eastern Australian
coast in 2002.
Organisations that also benefi ted from PACK & SEND
Penrith’s logistics and packaging solutions were
Australian based and international movie and fi lm props
companies including well known studios movies and
associated businesses.
PACK & SEND Penrith has also enjoyed recognition
through a number of awards: notably, being voted as
fi nalist at the NSW State Government’s Western Sydney
Industry Awards – International Business category.
Looking back over those past 15 years, Greg and
Margaret have seen and experienced many changes,
including relocating to bigger premises to cope with
growing customer demand.
In that time, not only have the McKays built a successful
PACK & SEND franchise store, they’ve also built up a
wealth of information, created some priceless memories
and taught their family how to work and strive together
as well as provided their children with a string of tools to
set and achieve both business and personal goals.
So congratulations Margaret and Greg – on 15 years of
admirable achievement!
31

32 | Connect
UK UPDATE
LEEDS, SHELDON AND
SOUTHAMPTON JOIN THE
PACK & SEND NETWORK
In December 2009, PACK & SEND Leeds became the
second store to open in the UK.
Leeds itself is one of the top 10 cities in the UK,
sustaining a thriving business community. The Leeds
PACK & SEND store is conveniently situated on the
Kirkstall Road, about 0.5 miles from the centre of Leeds
with over 15,000 cars passing the store daily.
Included in the Leeds store territory is Harrogate which is
to the North East of Leeds and is a major centre for art,
antiques and tourism.
The store is also on the main fl ight path into Leeds
Bradford and, to capitalize on this fact, store franchisee,
Simon Smith, intends to maximize brand exposure,
painting the PACK & SEND logo on the roof which will be
clearly visible to all fl ights landing and taking off.
Since starting in December, the store has managed
to get some very interesting enquiries, including an
individual who sells World War 1 aircraft memorabilia and
parts such as propellers, worldwide.
Prior to PACK & SEND, Simon Smith held a senior
marketing role with Cartridge World in the UK. Peter
Healey is Simon’s number two and both Simon and
Peter are locals of the Leeds area.
Another new store that has recently opened its doors is
PACK & SEND Sheldon, located south of Birmingham
city centre on the A45.
PACK & SEND Sheldon franchisee Haq Khan has
positioned his store on one of the busiest roads in and
out of Birmingham, approximately one mile from the M42
and Birmingham airport. The area boasts the highest
concentration of hotel bedrooms and businesses outside
London.
Run by Haq Khan and his son, Anwar, the store has
gotten off to a good start, already having done two jobs
for Australia’s Capalaba store.
With Sheldon’s fi rst job packing and sending some
Champagne glasses to Sweden, at time of printing
Sheldon was awaiting the go ahead on a second job
to the same destination – this time the packing and
shipping of some very sensitive laboratory equipment
– to which Haq said he and Anwar planned to do
cartwheels down the Coventry road if they got it! Best of
luck boys!

Also new to the PACK & SEND UK network is Nick
Jennings for the busy commercial and passenger port
town of Southampton. Nick is a highly experienced
businessman, having already built one business and sold
it very successfully.
Situated opposite Debenhams, one of the UK’s top
retailers, PACK & SEND Southampton is located at
the South Eastern Edge of New Forest which is heavily
concentrated with art and antique dealers. Measuring
2,500 sq ft, PACK & SEND Southampton is one of the
largest stores in the retail network.
To assist at the store, Nick has recruited two staff: Colin
MacDonald and Rob Hunt.
Finishing their fi rst week at time of printing, the store had
great news to share:
“It’s circa 1600 hours on Saturday 31st July and we
are coming to the end of week one,” Colin McDonald
reports.
“Mike Ryan has been with us this week but we are fl ying
solo next week. Our total number of estimates are 32
and over 50% of our estimates have been walk ins.”
According to Colin, money is already in the till with good
sales made. “We also have circa £6000 of enquiries …
one job is £2300 pounds to Egypt by air!”
To all our PACK & SEND UK stores – congratulations on
your great work!
Left to right, top to bottom: Simon Smith – PACK & SEND Leeds; PACK
& SEND Leeds, Pete Healey; PACK & SEND Leeds store front; Colin
MacDonald with Nick Jennings – PACK & SEND Southampton; PACK & SEND
Southampton store front.
Above: (top), PACK & SEND Sheldon store front,
(directly above) PACK & SEND Sheldon’s Anwar and Haq Khan.
PACK & SEND International executives visited the UK on several occasions
during 2009. Pictured (left) in the midst of discussions are (from left) Tony
Fowles, Graeme Rhodes, Mike Ryan, Gabriel Jakob and Phil Rivers.
33

34 | Connect
COMMUNITY
SUPPORT
PACK & SEND
lends a hand
WHEN MARIST NUN SISTER KATE MCPHEE CALLED FOR
HELP TO SET UP A MARIST MISSION SCHOOL IN THE
VILLAGE OF KANOSIA, PAPUA NEW GUINEA, PACK & SEND
WAS SOON CALLED TO THE TEAM TO LEND A HAND.
Arriving in Kanosia early in 2009, Sister McPhee, a
former staff member at Cerdon College, Merrylands,
NSW, had found that the small village schools were
lacking in basic reading books and other simple school
needs.
Sister McPhee immediately called on the help of old
friends back in Australia and was assisted by Cerdon
College’s Marist Social Justice Group, a student initiated
body run at the Cerdon College, which was able to
organise the donation of teaching materials from chalk to
over 2000 books.
Getting the items back to New Guinea, however,
presented an entirely new problem. Luckily more help
was enlisted
as PACK
& SEND
Seven Hills
was brought into the picture, e,
professionally packing and
sending all the donated items. ms.
Sister McPhee offered her
thanks to all in the Cerdon
community, the Marist Social al Justice
Group, and PACK & SEND for ajob a job well done done.
Main image: Kanosia Parish Primary School, Papua New Guinea; inset top
right: Sister Kate McPhee; top: Sam Kladouris of PACK & SEND Seven Hills
and the girls from Cerdon College.

Fiji appeal a
success
THE results are in for PACK & SEND Capalaba’s Christmas
in July for Fiji’s Children campaign. Organisers Isabelle and
Darren Dench and Peter and Colleen Hubbert report they
received 2cu in of second-hand and brand new clothes,
books, toys, stationery, linen and more to send to children in
Fiji. Hundreds of locals helped collect over 400kg worth of
items for those in need, which fi lled 16 boxes. Well done on a
great community effort!
Reprinted from Wynnum Herald, Wednesday 23/09/2009
Pups get supporter
One of Bendigo’s youngest businesses has celebrated its fi rst anniversary by
becoming involved with the charity Righteous Pups Australia.
Lauren Adcock from PACK & SEND Bendigo said that after their fi rst year of
business they wanted to help the community.
“We wanted to put something back into the community and we thought they
would be best,” she said.
“With an understanding of the valuable help RPA provides to families in need,
we joined as members of the Foundation 300 program, which helps RPA
purchase and train pups.”
“We strongly believe in the work RPA does and are very proud to be able to
give back to the community that has served us so well.”
RPA is a not for profi t organisation that trains and places autism assistance
dogs with children and their families throughout Australia at no cost.
RPA managing director Joanne Baker said each dog cost $29,000 to rear and
train for 18 months.
“As a not for profi t organisation we receive no government funding and rely on
sponsorship from businesses like PACK & SEND to allow us to continue our
work,” she said.
Reprinted from Horizon Communication Group’s ‘Outside the Box’ –
September 2009.
Top image: Lauren and Lincoln Adcock – PACK & SEND Bendigo.
35

36 | Connect
PACK & SEND scores a
G AL
for Diabetes Australia
MAY, 2010, SAW PACK & SEND AUSTRALIA JOIN IN WITH NUMEROUS ORGANISATIONS
INCLUDING CANON, NESTLE, IBM, TOYOTA AND COLGATE PALMOLIVE TO SUPPORT
DIABETES AUSTRALIA IN THEIR NSW CORPORATE GAMES 2010 – SOCCER MEN’S
OPEN.
The NSW Corporate Games is Diabetes Australia’s major
fund raising event, organised to help in the fi ght against
Australia’s fastest growing disease.
The Corporate Games brought together 14 of PACK &
SEND’s keenest soccer enthusiasts who gave it their all
at the Endeavour Field, Fairfi eld, fi nishing off the day with
one win, one loss and one draw.
According to coach, Perry Turner (PACK & SEND’S
fi nancial controller), the commitment by the team, on a
very hot day, was exceptional. “Every player wore the
PACK & SEND jumper with pride – and really put in a
tremendous effort.”
Other notable quotes by Coach Turner on the day
included:
“Coaches who can outline plays on a blackboard are a
dime a dozen. The coaches who win are the ones who
motivate their players!”
“We didn’t lose that game. We just ran out of time.”
“I’ve never questioned the integrity of a referee. His
eyesight maybe ...”
Main photo: PACK & SEND’S SEND’ soccer buffs, from left, back row: Perry rry Turne Turner urner r(PACK (P (PACK ACK & SEND Head Office) Offi ce), Jamal Zambrano ambrano (Sydney City) City), Alex Quintal (Sydney
City), Ken Yazici (PACK & SEND Head Offi ce), Jimmy Fairfax (Sydney City store), Colin Hughes, Eric Celik (Kings Cross store), Raj Patel (Parramatta store); front
row, from left: Leo Tortorici (PACK & SEND Head Offi ce), Martin Lo Surdo (PACK & SEND Head Offi ce) , Kurt Turner, Russell Forbes (Wollongong), Jonathan
Paul and Ron New.

PACK & SEND scores a
PACK & SEND on the
INTERNATIONAL
FRONT
PACK & SEND’S INTERNATIONAL TEAM HAS BEEN TRAVELLING WIDELY TO PROMOTE
THE BRAND IN COUNTRIES INCLUDING GERMANY, THE CZECH REPUBLIC, MEXICO, USA,
CANADA, SINGAPORE AND MALAYSIA. THE BRAND IS SEEKING QUALITY INTERNATIONAL
FRANCHISE PARTNERS TO FURTHER EXTEND THE INTERNATIONAL NETWORK.
CEO Michael Paul explains PACK & SEND’s plans for expansion into Singapore to Mr Iswaran, Senior Minister
of State, Trade and Industry and Education, Republic of Singapore during the Suntec Singapore International
Franchising Exhibition.
In August, 2009, PACK & SEND CEO Michael Paul was invited to be part of the judging panel for the 2009 FLA
International Franchisor of the Year awards held in Singapore. The judging panel consisted of respected franchising
experts from the USA, Australia, Malaysia and Singapore. Michael is pictured receiving his judging award with the
rest of the panel.
37

38 | Connect
STAFF PROFILE:
Stephen Krauklis
Software Development Manager
AFTER MANY YEARS SPENT DEVELOPING
SOFTWARE SOLUTIONS IN THE FINANCIAL
INDUSTRY AND SUBSEQUENTLY RUNNING AN
I.T. CONSULTING BUSINESS, STEPHEN KRAUKLIS
JOINED PACK & SEND IN JULY 2009, COMING TO
THE NETWORK WITH A MASTER’S DEGREE IN SYSTEMS DEVELOPMENT.
FOLLOWING ARE A FEW QUESTIONS WE PUT TO STEPHEN:
What excites you about your role?
Freight and logistics is a new industry for me, having
been in the fi nancial industry for many years, so I fi nd
it very satisfying to learn something completely new. I
thoroughly enjoy the challenge of providing innovative
solutions in this industry not only for use in Australia,
but also internationally as the network continues its
expansion.
Why is software development so important to
PACK & SEND?
Being a service-based business, the focus of staff
should be centred on providing solutions to customers.
The diffi culty though, is that with so many options and
complexities in freight and packaging solutions, too
much time can be expended in identifying and achieving
the best outcomes. This is where technology, specifi cally
software, can assist by providing staff with valuable tools
and automation to reduce manual effort and to provide
consistency and accuracy in the services undertaken.
Where is PACK & SEND headed with its IT systems
development?
There are many new projects in the pipeline, mostly
those that revolve around the GlobalMaster product. The
goal is to enable each store to quickly and easily provide
freight and packaging estimates as well as execute the
chosen solution with effi ciency and professionalism.
Are there any imminent changes to turn this into
reality?
There has already been a new release of GlobalMaster
late last year that improved its overall usability and
also provided many new and useful features. At
present, we are fi nalising the development of a new
centralised pricing system that will provide a far superior
GlobalMaster experience for franchisees. This will
also pave the way for additional software features to
be implemented, further enhancing the benefi ts and
effi ciencies of using GlobalMaster. In addition, progress
is well underway for the development of a multi-lingual
version of GlobalMaster that will enable the software to
be used by franchisees globally.
What is your vision for IT systems within the PACK
& SEND network?
I feel that the most important part of any system is
ensuring that people want to use it – not because they
have to – but because it makes their job easier and more
enjoyable. This is what I hope to achieve in every system
in use throughout the network.
What would we typically fi nd you doing in your
spare time?
Having a young family ensures that most of my nonbusiness
hours are spent at numerous sporting venues,
dancing halls, camping grounds, beaches, and generally
anything that can keep the family occupied. Our goal is
to try anything and everything and we are always looking
for something new to experience in life.

PACK & SEND
International Corporate Offi ce
FINANCE
Perry Turner
Financial Controller
Kate Bird
Franchisee Selection
Michelle Clarke
Financial
Benchmarking
BOARD
Barry Smorgon - Chairman
Michael Paul - Director/Secretary
Susan Paul - Director
John Tisdale - Director
INNOVATION
Nicholas Woodward
Innovation/ Business
Systems Manager
Stephen Krauklis
Software Development
Manager
Dianna Mackin
Administration Offi cer
RECRUITMENT
Martin LoSurdo
Franchisee Selection
Manager
MARKETING
Steve Holihan
National Marketing
Manager
Ali Idress
Assistant Accountant
Michael Paul
Chief Executive Offi cer
SUPPLY-RISK MGT.
Denis Edleston
Group Supply Manager
TRAINING
Damien Lisney
Learning &
Development Manager
Tim Robinson
Intellectual Property
Manager
INTERNATIONAL
Gabriel Jakob
International Brand
Manager
COMMUNICATION
Susan Paul
Communication
Co-ordinator
Eric Celik
Manager -
Kings Cross Store
Craig Bennett
Business Co-ordinator
Rod Baecher
Franchise Support
Manager
Sean O’Keeffe
Manager -
Seven Hills Store
Sam Kladouris
Business Manager
BUS. DEVELOPMENT
Leo Tortorici
Group Business
Development Manager
CORPORATE STORES
Ken Yazici
Manager - Corporate
Stores
Evan McKay
Manager -
Liverpool Store
39

Lesley puts PACK &
SEND signage to work!
40 | Connect
OVER THE PAST FEW YEARS, LESLEY HILL OF PACK & SEN SEND EN END ND D
BORONIA HAS WORKED TIRELESSLY IN HARNESSING THE POWER WE WER R
OF FRANCHISEE GROUP FUNDING TO PROMOTE THE BRAND TO
O
AUSSIE RULES ENTHUSIASTS AT BOTH MELBOURNE’S ETIHAD AD D
STADIUM AND THE MELBOURNE CRICKET GROUND (MCG).
AS HER LETTER TO THE GROUP BELOW SHOWS, LESLEY Y
CONTINUES IN HER EFFORTS TO WIN THE BRAND EXCELLENT T
EXPOSURE AND BUILD ON TEAM CAMARADERIE FOR ALL AT PA PACK
CK & S SSEN
SEND. EN END. D. D
MANY THANKS, LESLEY, FOR ALL YOUR ENTHUSIASM AND COMMITMENT OM OMMI MMI
M TM TMEN EN ENT TO THE
HE H BRA BRAND! RAND ND ND!
Hi Everyone,
How quickly has the time passed since our 2010 signage was installed in March at Etihad and the
MCG. Gosh! Our signs have been on every channel, on sports news and a variety of shows every
day of the week. Foxtel Sports have repeats and Foxtel Sports News is on 24 hours a day. The latest
viewing was on the morning shows on Channels 7 and 9 when they did their sports news. It was also
on Kerrie Anne on Channel 9 with her feature of Rugby League and Aussie Rules reports. So, not
only do we feature on game days but also during all the games’ numerous repeats during the week.
As I have travelled around, I see our signage on the screens: airports, Southbank Beer Garden, Crown n
Casino large screen, and hotels. I am wondering if you have seen our signage too! Please email me
your sightings and I will add to the list.
Last year it was announced that ESPN Sports was taking AFL Games into USA and Canada!!! Last
week it was announced that China will be receiving AFL Games starting with our 2010 AFL Grand
Final. With the internet and iPhones, games are watched everywhere around Australia and the world
... PACK & SEND signs fl ashing up on the screen ... certainly a consistent brand winner for us.
Our lucky Victorian franchisee winners from the Special Draw at our Connect Night Meeting in
March have all enjoyed their chosen AFL games at Etihad.
The winning stores were: Box Hill, Abbotsford, Tullamarine, Coburg, Lilydale, and Shepparton.
Thank you to Stadiamedia for organising four tickets to each of the lucky winning stores.
Our lucky interstate winner of a $100 gift voucher was PACK & SEND West Perth.
The PACK & SEND signage in 2010 is a joint team venture with participating stores and Corporate Offi ce. It’s a very successful partnership
which has exposed our signs on TV for seven months and to thousands of people who go to the MCG, either to watch a game, attend tours, see the
National Sports Gallery, dine in the various restaurants, or attend special functions. A special thank you to Mark Borchert of PACK & SEND South
Melbourne for starting the project several years ago.
What we have done is kept it going. Thank you for your participation and to Michael Paul and Leo Tortorici for their belief in the value of signage
for brand exposure. It complements all the extra efforts made with Google, Telstra 1234, our 1300 phone number, email requests, the PACK &
SEND web page and your own store/van signage and marketing.
We will try and do another promotion just before the 2010 AFL Grand Final – ‘Find our sign at the “G”’ – for all stores to appreciate the benefi t of
the exposure of this branding. This year I have seen our signs more times at the MCG. The cameras have been in the right position for interviews:
during the game, kicking the high goals at our end, and during post game discussions. During post game talks with Denis Cometti on Friday nights,
our signs have been sitting above his head for 1-2 minutes.
Thank you all again for participating. I reckon it’s very good value for the PACK & SEND brand anytime, anywhere!
Regards,
Your Team Leader for the 2010 AFL Etihad and MCG Signage Promotion,
Lesley
Above: Herb and Lesley Hill – PACK & SEND Boronia.

DON RUSSELL –
helping franchisees breathe easy
Although his offi cial title is TNT Corporate Support
Representative, Don Russell operates as PACK &
SEND’s champion for stores in Australia, sorting out the
most diffi cult of problems.
“I’m happy to help where I can,” Don said during a
recent visit from PACK & SEND staff, “Your franchisees
know that sometimes miracles happen in the end. The
impossible takes longer!”
Having taken over the reins from Glen Macgregor fi ve
years ago, Don functions in a role especially created by
TNT to care for the needs of their larger customers, and
is often the TNT contact who comes to the rescue of
PACK & SEND franchisees.
One of Don’s most recent PACK & SEND rescues
involved tracking down part of a consignment where
one package (the vital one!) was loaded onto a different
vehicle for operational reasons. Once located, Don
reunited the pieces and sent them on without delay.
On another occasion, a consignment was labelled to
one postcode and consigned to another. When this was
discovered, Don organised for a special delivery to the
customer’s door.
“It’s always much easier with PACK & SEND’s freight,”
said Don, “because they use plenty of bright blue PACK
& SEND tape which stands out.”
Sometimes in a natural emergency, such as a fl ooded
road, the night time road freight is diverted to another
depot. With access to detailed information, Don is able
to drill down further and fi nd out the cause of the delay.
This information, combined with Don’s knowledge of
PACK & SEND’s procedures, makes him a very valuable
link between the two organisations.
As a result, the amount of goodwill that Don has built up
over the years has been enormous. So much so, that
everyone from PACK & SEND who has dealt with him
has wanted to say thank you.
So, Don, thank you from all of us – your help over the
years has been invaluable!
Main image:
TNT’s Don Russell with
Denis Edleston from
PACK & SEND.
41

7.
We call you
on delivery
6.
We track and
trace your
consignment
1.
You will speak
to a real person
5.
We provide the
best freight
solution
2.
We can pick
up at a time
suitable to you
4.
We complete the
paperwork and
labeling
3.
We can
professionally
pack your items
To experience a level of professionalism and attention to detail that is unrivaled in the freight
and packaging industries, contact your local PACK & SEND store today.
With over 120 stores around Australia, New Zealand and the United Kingdom - there’s one near you.
We Send Anything, Anywhere!
Australia New Zealand United Kingdom www.packsend.com