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AN experienced leader will take the reins of the Terang and District Co-operative Limited.

Kevin Ford has been named as the co-op’s CEO and will begin his new role in March.

He replaces Charlie Duynhoven, who is retiring after 43 years with the business – the last 17 of those as general manager.

Chairman of the co-op board, Brendan Kenna, said filling the role had been a challenge.

“The board undertook a rigorous process, with  considerable interest from a large field of quality candidates,” Mr Kenna said.

“We are delighted to appoint someone with extensive retail knowledge and a proven track record with co-ops and an understanding of their importance to local communities.”

Since 2012, Mr Ford has been CEO of the Mt Barker co-op in Western Australia.

A Terang delegation to Mt Barker five years ago was impressed with its operation and its similarities to Terang.

Mt Barker is a small town about 50km from a regional centre and includes an IGA supermarket, hardware and rural merchandise, along with a fuel operation.

Mr Kenna said Mr Ford has strong retail experience, a history of business development and an impressive record of working with staff, co-op members and the community.

“The co-operatives are very similar, the only significant difference is Mt Barker’s fuel business,” he said.

“After five years in Mt Barker, it’s time for a new challenge and moving to the east coast will also bring us closer to family in New Zealand.”

Mr Ford has international experience, including eight years with an owner-operated co-op in New Zealand.

“It’s quite different to the corporate world and has given me a good grounding,” Mr Ford said. “It taught me a lot about communication and signalling any change so members are aware of what’s happening and why.

“A retail co-op with about 2000 different bosses creates a different challenge.

“But it’s the same principle about getting the retail offer right and making sure we run an efficient and profitable business so the benefits come back to the community.”

As one of Terang Co-op’s most familiar faces, Kevin Noonan is used to working all hours.

Twice a week he starts at midnight to clean the floors. Around 4am he goes home for breakfast and then be back on deck to work all day.

On the other days he has a 6.30am start to get the store ready. “I’ve got to have the shop ready to open by 8 o’clock and I’ve never been late,” he said.

The tireless worker said farewell to the co-op last week, retiring two days after turning 65. If it wasn’t for arthritis, Mr Noonan said he would be happy to keep working.

“I’m going to miss the people” he said. “You can’t work with people for so long without getting attached to them. I love dealing with the customers. I’ve known them all my life and you do what you can to help.”

General manager Charlie Duynhoven has also announced he plans to retire in early 2017 after nearly 43 years with the co-op.

The Terang and District Co-operative Limited has resisted tough economic conditions to record a solid profit and record sales during 2015-16.

The Co-op’s revenue went beyond $23 million for the first time and the before tax profit amounted to $137,224, down on last year’s record $303,297 but a solid increase on 2013-14.

The Co-op’s connection to the community continued to grow with 132 new members bringing the total to 2394. Membership growth was strong in Camperdown where the Co-op now operates a hardware store.

More than $335,000 was distributed to the community in the form of member rewards, discounts for seniors, hostels, hospitals and staff, and sponsorships and donations to local sporting clubs and community organisations.

Manager Charlie Duynhoven said profitability was down due to stock write-downs and subdued demand for dairy services.

“It has been a tough year and we expect that will continue, but our overall business is strong and members can be confident about the long-term future,” Mr Duynhoven said.

He said the Co-op had reviewed its hardware and dairy services businesses in the wake of the dairy industry’s turbulent times. “We know these services are critical for our farmer members and we’re in it for the long-term,” he said. “We’re confident things will turn around and have strengthened operations which will lead to further improvements over the coming years.”

Mr Duynhoven added that the Co-op was continuing to provide improved services for members and customers, including a new online supermarket shopping system starting on July 1.

“People are busy and want convenience so we’re providing the most convenient and modern shopping experience for customers while still maintaining all our in-store service,” Mr Duynhoven said. Online shopping can be accessed at www.terangcoop.com.au and is available in mobile apps.

The Supa IGA supermarket continues to account for more than 50 per cent of the Co-op’s revenue with $11.9 million, and nearly 75 per cent of customer visits with 350,514.

“The sales confirm what a strong business this is and how valuable it is in attracting so many customers to the town,” Mr Duynhoven said.

Total revenue across all businesses was $23,353,639, more than $500,000 ahead of 2015 for the financial year ending February 28.

Chairman Nigel Bruckner said the Board was proud of the Co-op’s commitment to the local community.

“We are made up of members of the local community and our members remain at the centre of our thinking,” Mr Bruckner said.

The Co-op Board has approved a 2015-16 bonus points allocation to members of 10 per cent of their shareholdings.

The Co-op’s total assets amount to nearly $12 million.

 

The friendly customer service at the Terang and District Co-operative IGA supermarket has been rewarded with a state-wide award.

From helping people take groceries to their cars to personally showing customers where to find items, the Co-op team has always prided itself on providing a traditional country service and getting to know all the regulars.

The Retail Excellence Award for outstanding customer service covers 114 Supa IGA supermarkets in Victoria and was accepted by general manager Charlie Duynhoven and register area manager Janine Grinter at the Melbourne Town Hall on Saturday night.

The team has previously won customer services awards for the south-west region but this is its first state-wide win.

The Terang team is now in the running for the national title which will be announced in July.

Ms Grinter said the whole town was buzzing about the award.

“I just walked up the street and a lady gave me a kiss and congratulated us,” she said. “She told me she’d never had customer service like this till she came to this town.”

Ms Grinter said providing friendly and personal customer service wasn’t hard work “it’s just who we are”.

“We look out for everyone; that’s how we work,” she said. “If we haven’t seen someone for a few days we start asking to check on them.”

Ms Grinter said the supermarket was a meeting hub for the town. “People come here not only for their groceries but to catch up with their friends and find out what’s happening,” she said.

She said “the little things” add up to good service.

“We greet our customers by their first name,” she said. “We ask how their families are going and make them feel welcome. Melbourne people wouldn’t understand what it’s like; you’re not just a number, it’s friendly country service.”

“If someone asks for bread we don’t just say it’s in aisle five, we walk and show them.”

Mr Duynhoven said he was proud of the team.

“They know the regulars and if they’re missing they get worried and find out if they’re all right,” he said.

The Co-op has stuck to its traditional country style of service.

“We carry groceries out to the car which not many stores do, deliver for free within the town boundary, take phone orders and we make sure we show people where to find things,” Mr Duynhoven said.

The supermarket hasn’t introduced self-serve check outs and has no plans for them.

“Not only do you lose contact with people it’s taking away jobs from local people,” Mr Duynhoven said.

The award is based on biannual store appraisals by IGA business managers, visits by mystery shoppers and customer feedback.