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Know Where You Are Going

tom - 27th February 2012

My mate Keith and I just did a three-day trip through the mountains. On the way we checked out every bakery, from Yackandandah to Mount Beauty, Omeo, Orbost, Cann River, Mallacoota, Eden, Merimbula, Nimmitabel, Tallangatta, etc.

In some of the towns we visited, there are no bakeries left. They’re gone. (more…)

Unpopular Policies – A Necessary Evil

tom - 14th February 2012

While in Timor baking with me, my mate Graham Heaven from New Zealand lost his gold signet ring. He’d been wearing it for more than 40 years. He’s not sure whether it went into the bread or the muffins, but it’s gone. (more…)

A Smart Move

tom - 9th February 2012

I’ll be speaking at the Condon Treasure Global Business Camp in March. I’ll discuss how we have grown our business from two part-time employees to 250 full- and part-time employees; from $100,000 turnover to in excess of $14 million (it’s taken me 27 years!) (more…)

New Year’s Resolutions

tom - 13th January 2012

Each January, I give myself a bit of time to sit and think about
what I want to achieve in the new year. As I’ve gotten older, it does not get
any easier. Knowing what one wants is the secret. (more…)

Customer Comments

tom - 19th October 2011

We’ve been encouraging customer comments for well over 20 years. They’ve been a big part of our success. Over the years we have had tens of
thousands of them. It’s all about creating a meaningful relationship with our customers. It’s a constant process of keeping in touch and trying to understand them.

We do that all the time, for we are in business to serve customers. If you’re at the front counter or cleaning tables, you get to understand the customer. And if you’re not in love with your job, they can tell. They can smell a fake a mile off. (more…)

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