Regional Perspectives
#alburywodongachange
Change Influencer: Breaking down barriers through collaborations built on common goals.
Regional businesses have experienced their fair share of disruptive change over the past 2 years. In the first of a series of profiles, Albury Wodonga business owners reflect on some of the impacts they faced and what they did to steer their businesses through disruptive change. Our first profile features local IT guy and change influencer, Greg Haysom from Exact Computers in Wodonga.
February 11 2022
For Greg Haysom, a career in the IT industry beckoned from youth. “I’ve been tinkering with computers since my high school days!”
Greg’s first job at Lee Jeans involved using computer software to fit patterns onto fabric. When that business was sold, Greg moved to Parker Hannifin, a hydraulics engineering company. “I started in the warehouse, and then moved into sales. I also fixed computers on the side and became the unofficial IT guy.”
Greg turned his side hustle into a business. “I was never really sure that IT was where I wanted to end up, but I enjoyed helping people choose and buy computers, and knew I could progress wherever I was.”
Today, Greg runs Exact Computers in Wodonga, a technology solution provider. “We sell, connect, support and fix computers and electronic products, and we also custom design and install home theatre systems. "Regardless of whether you’re a business or consumer customer, we’ll make the tech work for you.”
There must have been some significant challenges during Covid. Can you tell me a little bit more about them and how you overcame them?
A high number of Exact Computer’s customers see value in having their equipment repaired. “Covid didn’t stop tech devices from breaking down, so the major challenge for us was being accessible for repairs during lockdowns and border closures when customers couldn’t come into the shop, and we couldn’t move product around.”
After a bit of out-of-the-box thinking, we teamed up with The Printer Wizards in Albury and looked after each other’s clients on both sides of the border. “Customers couldn’t get across the border, but we could, so they would drop off and then pick up from the business on their side of the border.
Major road works during 2018-19 were also quite disruptive. Despite communication from the Council, many businesses were caught off-guard when barricades suddenly appeared and blocked access to shops. “It created a lot of confusion, and while Council stepped in quickly with additional support, frustration lingered.”
Greg used the opportunity to reach out to surrounding retailers to see if they could work more effectively with Council. “When it impacts your business – regardless of who’s at fault - it’s better to take some responsibility to proactively resolve the issue rather than just wait for others to fix it.”
“It wasn’t an easy process to get people together and not everyone agreed or wanted to get involved, but in the end, it led to a more open and productive relationship with Council., and now they engage us more.”
A major positive out of it is Wodonga Retailers, an advocacy group comprising local retailers. “We have a good presence on Facebook and are often asked to provide a retailer’s perspective on various issues.”
What was the hardest to change?
“Habits die hard - it would have been easier to keep doing the same-old things during Covid, but I knew we had to do things differently.”
Did you ever feel like “it’s too much”?
“Sometimes, but I have a lot of patience and am not riled too easily. Staying positive helps – and being realistic while trusting that things will turn out.” Greg says a tried-and-true technique is to stop and take some time to work through the issue and potential response – and try not to react or rush into anything.
Often business owners can experience thoughts and feelings that lead to negativity and a self-defeating mindset. How did you manage this?
“Every so often I do have “down” moments, but I’m good at noticing and recognising it’s often related to familiar things like finances, or not being on top of the stock ordering.”
Greg has resolved not to let those things get the best of him. “I focus on getting on top of what I call the “Oh sh** moments!” – and making sure I don’t miss stuff that’s going to have a big impact.”
What specific things did you do to manage yourself through challenging times?
“When it comes down to it, I really enjoy working on the devices and gadgets that customers bring into the shop. When I’m not doing that, I like the more creative aspects of designing and setting up home media systems.”
A big focus for Greg is maintaining physical health. “Riding my bike, spin classes and walking the dog.” Social connections are important too. “Eating out, photography, going to the car club events.”
“I also enjoy listening to podcasts on motivational topics and read a lot of fiction and autobiographies - I’ve also just finished a book on Richard Branson.”
What new skills and competencies did you introduce into your business?
“I love learning new skills as well as how to do existing things better - the trick is applying it, making it stick, so I need a process to hold me accountable.” Coaching has helped Greg in the past, and he plans to do more through Small Business Victoria.
A major goal for Greg in 2022 is to take the online store to the next level, and to improve how they schedule jobs. Like most other businesses, he also wants to get better at managing cashflow. “Someday, I would also love to do a business management certification, but I don’t know how I would fit it in.”
How did you support your employees during disruptive change?
“We talk a lot. Our way of working as a team wasn’t disrupted too much during Covid – so being able to stay in the shop helped us stay connected.”
Greg also wants to encourage and support his customer-facing employees improve their skills and confidence when talking to customers – particularly when conversations get a bit difficult. “I’ve noticed my tendency to want to jump in and rescue because I’m more confident talking tech to people who don’t know much about it”.
“I’m also always happy to encourage them to do additional technical training and certifications.” However, day-to-day, Greg believes basic things like simple recognition and appreciation often means more.
What external resources have you found helpful for your business?
“Our Chamber of Commerce – Business Wodonga – has been great for access to resources - like specialist HR advice – which smaller businesses like mine don’t have inhouse.”
Finally, do you have any tips for other business owners & leaders navigating change?
Greg has 5 tips:
Stop and take some time to work through issues – avoid reacting or rushing a response.
Ask yourself what I can do to keep dollars coming through the door – be prepared to change your business model.
Listen to what customers say about how they want to work with you – be prepared to change the way you deliver products and services.
You don’t need to go it alone - collaborate with other business owners around shared goals/outcomes – this is much more effective for time-poor solo traders and micro-businesses.
Be positive – negativity never pays in the end.
What are your top tips for managing disruptive change?
Greg Haysom has shared his top tips, and we'd love to know your best tips for navigating disruptive change.
Please share your tips by completing our survey.
Once the survey is closed, we'll consolidate the responses and report back in an upcoming blog.