The stronger our Maldon businesses the stronger our Maldon community the stronger our Maldon. Maldon Inc members openly share their thoughts and experiences. #2 of a series: Barb and Graeme Ford, Maldon Newsagency.

Barry Robinson, President Maldon Inc, Tarrangower Times

I know them as Barb and Graeme. In fact, I think the whole town knows Barb and Graeme. Even the ‘newbies’ to Maldon know Barb and Graeme as Barb and Graeme pretty soon after moving to Maldon. And Barb and Graeme make it their business to get to know the locals (the ‘newbies’, ‘blow-ins’, or pure-blooded ‘Maldonites’) on a first-name basis, too. They’ve had a lot of practice – they’ve made the newsagency their pride and joy (along with their four children) for more than 26 years. In that time, they’ve seen lots of businesses come and go, and so we thought it would be good to hear any tips, traps, and tricks to running a successful business in Maldon.  

So, how’s business been since Covid? 

G: “During Covid, we weren’t a business that had issues like many other businesses in town. I certainly had a degree of guilt – you felt for other businesses like the cafes and hotels. I was still driving into work the same as any other day. We were still doing our same work the same as any other day. “

B: “We followed all the Covid rules and regulations, which meant the shop was somewhere for people to go, someone to talk to, someone to listen. People would go to the back of the shop, somewhere they’ve probably never been to, and I’m sure there were people buying a paper or magazine and reading it from cover to cover, something they wouldn’t normally do.” 

After 26 years of having the newsagency, any tips and observations about having a business in Maldon? 

B: “Well, I think Maldon is a great location. Because it’s central, you’re only half an hour from Bendigo. You’re only an hour and a half from Melbourne. It’s easy to travel anywhere. The train connection is 15 minutes away. We’ve got all our central services here. It’s a great place. The key thing, though, is customer service and being reliable…

“If you say you’re going to be open at certain hours, make sure that that’s right. And open as many days as you can. It depends on what sort of business you’ve got, but friendliness and good product and service… you should be doing it that way. You can’t sit back…”

G: “As all of Maldon knows, after 26 years, the business is up for sale. I had one particular gentleman…he wanted to sit back and let the staff do the work. Well, in small business, you definitely can’t do that. There wouldn’t be very many businesses in town here that could operate with an owner sitting back in Queensland or something and a manager running it full-time.

“You’ve got to put in. You’ve obviously got to be prepared to work yourself, and if you put a sign on the door that says you’re open these five days, then open on those five days. And you put in set hours; no matter how quiet it gets in those hours in the afternoon, you don’t shut your door. Because then people grizzle about the fact that you never open.” 

B: “Well, the number of tourists that come in and say, ‘Oh, nobody’s open today.’ And you try and say, “Oh, so-and-so is open, and such and such is open.” So, you try to spread the word and encourage the ones that are open.

G: “I don’t care what business it is; I just don’t think there’s anything more disruptive for the town.”

B: “The shops have got to open.”

How can locals and local businesses better support each other?

B: “I still reckon that shopkeepers can support each other better. And locals can buy local, buy local, buy local. Do what you can to buy local. And if you don’t, then tell people why so they can do something about it. 

G: “One thing fairly important with businesses, too – whatever someone says to them, you don’t go out and broadcast.”

B: “Keep the conversation in confidence.”

Any final tip? 

G: “When you’re on the business side of the counter, say hello to people – locals, strangers. We’ve all experienced being a customer ourselves, we say hello to the person serving you and they just stand there, and they don’t answer you. Well, that’s an experience that you remember.”

To become a member or join a sub-committee: maldon.org.au or email maldoninc.org.au.

This article appeared in the Tarrangower Times, 30 June 2023.