When the staff at Calamvale Veterinary Clinic on Brisbane’s southside say they pride themselves on treating animals in their care as their own, they have good reason. Business owner Dr Sophie Colonna has nine pets and each member of her team has at least two animals at home. The clinic’s delivery of outstanding pet care was recognised early in 2010 when it won an Australian Veterinary Association/Pfizer Animal Health Practices of Excellence in Customer Service Award. Sophie took over an existing practice three years ago and offers a full range of consultation, orthopaedic and soft tissue surgery, grooming and other services. She initiated a rewards program for customers to promote preventative care and encourage compliance with vaccination and other annual checks. Sophie also developed a team consulting approach which increases the traditional role of veterinary nurses in preventative care and treatment at the Calamvale clinic.

“Veterinary care is a very personal service for family members,” — Dr Sophie Colonna, Owner.

There’s one hair style delivered by Allison Johnston’s Chipper Hair and Beauty salon that is unique in Springfield, south-west of Brisbane – dreadlocks. The proximity to a Queensland University of Technology campus provides a lucrative student market for this product. Allison acquired her salon in December 2006 after 27 years in the hairdressing industry. Her children had almost finished school and she decided it was time to go into business for herself. It was a huge challenge at first, competing against 15 salons in Springfield. Allison sent her staff on numerous courses to be up with changing styles and processes and the business flourished, turning over almost three times as much as when she bought it. Allison’s marketing strategies include letterboxing 15,000 homes in Springfield, sending every new client a voucher to cut the price of their next visit and an in-home service for groups preparing for weddings or formal functions.

“The continuous improvement of staff skills has attributed to high retention levels and a standard of service associated with high-end city salons.” – Allison Johnston, Owner.

Tougher workplace safety laws underpinned the transformation of a Brisbane electrical contractor’s business. About 12 years ago, Walter Borell moved from testing high voltage cable joints into importing, manufacturing and distributing safety and personal protective equipment. At first he struggled to sell imported German electrical insulating gloves to large Queensland electrical firms but within a few years he was their preferred supplier. Now Extreme Safety is a key supplier for the electrical, gas and mining industries. In the late 90s Walter responded to new safety legislation by manufacturing low voltage rescue kits – he now sells them to Asia, the Middle East and the US. The company also pioneered importing full-cover arc flash clothing for dangerous electrical work. The Dinmore business is increasing annual turnover as it supplies Australia-wide clients with 150 separate safety products, priding itself on fast delivery to an industry where speed is vital.

”Get the basics right and success will follow – provide expert service, carry a wider range of stock than competitors and offer fast lead times.” – Walter Borell, Managing Director.

Brisbane born-and-bred couple Darren and Carolyn Timms are proud to show off their city every day from the vantage point of the Brisbane River. They operate a sightseeing cruise for tourists on board a restored timber cruiser M V Neptune, which was built in 1966 and can carry up to 80 guests. River City Cruises (RCC) offers a 90-minute cruise from South Bank Parklands, past the CBD and under the Story Bridge to Newstead. In 2010 the Timms’s launched a second boat, Prime RIB, a 7.3 metre rigid inflatable boat which offers charter groups a ride to Moreton Bay. RCC’s passenger numbers have been buoyed by partnerships with tour companies which add the company to their itineraries. Annual passenger growth has averaged 15 per cent since RCC was launched in 2003, but this year minor modifications to its daily cruises, including the introduction of a cruise ambassador at the South Bank departure point, have almost doubled the growth rate.

“Our vision is to have an integrated tourism business which includes the current sightseeing cruise, the RIB ride, an inner city bus tour and a walking tour,” – Carolyn Timms, Owner.

Anthony Freeman says his hydraulic and fire service consultancy strives to provide clients with the most logical design solution for major commercial and residential construction projects. Hence the inclusion of logical in the name of the Underwood based business, Aqualogical Pty Ltd. Launched by two former workmates as a business serving small retail clients such as shopfitters and interior designers, Aqualogical’s growth since mid-2006 has won it a role on major projects in south-east Queensland. The business provides advice on plumbing and fire protection services, design and documentation, certification and other skills. Its design principles ensure services are built to last and Aqualogical has contributed to the $70 million Southbank Student Village, Brisbane’s 6 Green Star rated office tower at 123 Albert Street and many food processing projects.

“We believe our responsiveness in evaluating our clients’ needs and our attention to detail in reviewing documentation is second to none.” – Anthony Freeman, Managing Director.

The Daintree Discovery Centre (DDC) is a model of ecologically sustainable tourism – no trees were removed during its construction and the buildings are off the ground. The eco-tourism business in tropical North Queensland provides visitors with an experience where they can learn about and explore the world heritage-listed Daintree Rainforest without damaging its fragile root systems. The DDC has a 23-metre high canopy tower, an extensive aerial walkway and an eco-friendly reception centre with interpretive displays which afford 85,000 visitors a year a bird’s eye view of the rainforest ecosystem. The site of the DDC was chosen because of its extraordinary bio-diversity. The centre models best practice in water conservation, waste management and design and is a leader in revegetation of degraded forest areas. In 2008, an external audit of the DDC’s carbon footprint showed it to be a carbon conscious business.

“Never give up on your dreams; learn from your mistakes and celebrate achievements, share profits with your staff, and reinvent your product or perish,” – Ron and Pam Birkett, Owner/Directors.

E3! Style supplies consumer electronics such as headphones, MP3 players, cables or TV antennas to retailers and distributors in Australia, New Zealand, South Africa and the US. E3!, founded in 2006 by Richard Chen and Vanessa Garrard, not only sources the products but also offers full branding, packaging and artwork solutions to its clients. E3! supplies home-branded products with a low overhead business model that enables retailers to source products more efficiently and cost effectively than going direct to manufacturers in China. E3! markets a range of audio visual, notebook, camera and portable audio products and is Australia’s largest supplier of youth inspired electronics products. Investment in product research and development differentiates E3! from competitors. E3! is expanding further by establishing a presence in Hong Kong.

“Our product range and branding solutions have made international expansion quite fast and efficient,” – Vanessa Garrard, Director.

John and Colleen Holliday were prompted to start a business supplying technology based pet products after looking for a way to keep their roving red setter at home. They acquired a US system known as In-Ground Pet Fencing and its success led to the launch of Innotek Australia. Their first milestone was generating demand by educating the market that its solutions are safe, humane and effective. From its Mudgeeraba head office and Carrara warehouse, Innotek supplies 800 retail outlets from an inventory that has grown from 20 to 1000 items – from containment, bark control and digital training products to pet doors and feeders. Innotek employs 12 people and has been profitable for seven years with growth averaging 20 per cent compounded since 2005. The company has its own sales force in eastern Australia, distributors in Western Australia and New Zealand and is looking to expand in the Asia Pacific.

“Our employee handbook says remember that customers are doing us a favour by giving us the opportunity to serve them.” – John Holliday, Managing Director.

Roger McIntosh has revitalised his Brisbane physiotherapy practice to compete with the explosion in the fitness and alternative medicine industries. He’s introduced new health care solutions at the Everton Park business which he now calls a one-stop pain relief and healthy living practice. North West Physiotherapy and Sports Injury Clinic (NWP), which opened in 1996, offers integrated and medically-managed services including electronic posture and gait analysis, hydrotherapy, acupuncture and massage. Its eight-week ‘bounce back’ spinal strength and rehabilitation program was custom designed by an Olympic Games team physiotherapist and spinal expert for people with significant back pain, post-surgical patients, physical workers returning to their job and elite athletes. NWP has grown to a staff of 13 who are trained to combine treatments with technology to deliver the most rapid and sustainable pain relief for patients.

“In these times of rapid change in technology and treatment options, it is important to keep evolving to deliver on the client’s expectations,” – Roger McIntosh, Director.

Gold medal success in beach volleyball at the Sydney Olympics inspired Natalie Cook to establish her own beach sports company. In 2005, she opened Sandstorm Beach Club at Nathan, south of Brisbane’s. Each week 1000 people of all ages and skills play beach volleyball, soccer, netball and touch football at the club. Sandstorm diversified into court construction, coaching, event management and promoting beach volleyball facilities to local government. In 2008 Natalie partnered with privately owned construction company BMD as its health and wellbeing ambassador, opening the way to develop courts as part of BMD’s tenders. In 2009 Sandstorm exporting its court construction technology to a beach sports centre in New Zealand. Natalie has resumed full-time training in a bid to be the first Australian woman to complete at five Summer Olympics – in London in 2012. She is confident that Sandstorm will continue to grow in her absence.

“When urban planners discuss building beach volleyball courts in the same breath as building tennis courts, my job is done.” – Natalie Cook, Managing Director.

East Brisbane distributor Abacus ALS has always faced competition from global rivals, considering about 98 per cent of the in vitro diagnostic products sold in Australia are imported. Identifying a market gap for a local distributor of diagnostic pathology and medical research solutions to healthcare practitioners, Bruce Evans created Abacus Diagnostics in 1998. Since a merger with Australian Laboratory Services in 2007, the successfully-integrated Abacus ALS is growing strongly at five times the industry rate. Abacus ALS distributes internationally manufactured products for critical care, allergy and auto-immunity, bone and mineral testing and blood banking. In 2006, Abacus won a tender to supply blood gas instrumentation to PathWest Laboratories in WA, a breakthrough for the company in the public pathology market. From a one-man operation in a home study, Bruce now leads a business with 42 employees and offices in four states and New Zealand.

“It’s difficult to differentiate on diagnostic products alone so we look towards service to outperform our competitors.” – Lisa Perkins, Marketing Manager.

In 2001 two former panel beaters who had set up small motor loss assessing companies in Brisbane and Melbourne joined forces to build a national company focused on heavy motor vehicle and machinery loss. Steve Chapman and Simon Manolaros believed there was an opportunity to offer insurance underwriters both improved customer service and experienced, independent loss assessors. Their company, Australian Accident Management Commercial (AAMC), has grown from four employees and an initial contract with Allianz to 77 staff and contracts with most large Australian underwriters. AAMC now produces more than 9000 reports a month on the cost of repairs or total vehicle loss across the full range of vehicles – passenger cars, light and heavy commercial, campervans, watercraft and motor bikes. The company differentiates itself by a web-based assessment software which allows its assessors to be self-sufficient and responsive, particularly during major loss events.

“Technology, expertise and national coverage are all important but we believe our service commitment is the major reason for our success in an ever more competitive environment.” – Wayne Hagan, Business Development Manager.

Back in 2002, Phillip Di Bella sold his home and lived in a spare office of the commercial premises he purchased to pursue his dream of launching his own coffee wholesale business. Today, the fast-growing Di Bella Coffee company supplies more than 1000 cafes in Australia and over 1.4 million cups of Di Bella coffee are sold each week. Starting out by using another company’s roasting equipment and facing challenging competition, Phillip built up a business consisting of wholesaling, direct sales and service and accessories, with roasting warehouses in Brisbane, Melbourne and soon to open Sydney and Adelaide. Di Bella Coffee offers fresh roasted coffee in 11 signature blends, four single origins, a range of coffee machines and services such as maintenance and barista training. Di Bella Coffee has a staff of 70 and also supplies its coffee direct to the public via its online store. The business recently opened an office in Shanghai and won peer recognition with the industry’s 2009-10 CSR Golden Bean Roaster award.

“If you are passionate about what you are doing and the product you are providing, people will soon follow,” – Phillip Di Bella, Founder and Managing Director.

It’s the ultimate pub tour - imagine doing an audit of Fosters Group signage at the 26,000 worldwide premises that sell its beverages. That’s the sort of service that Brisbane consultant Signmanager carries out for large corporations across their global store and facility networks. In Fosters’ case, there were thought to be 80,000 beer brand signs worth $100 million but there was no clear idea of where signs were, nor what condition they were in. Signmanager stepped in with a five year plan to systematically visit each customer, build an online database of the signs and recommend updating, reducing or replacing signage. This delivered Fosters with a 38 per cent saving on its signage spend. Signmanager also helps companies, such as Australia Post and Coles, manage the rebranding of their retail properties. Established in 2000 by three sign industry veterans the company both manages and maintains clients’ signage using 5,560 Australian and overseas contractors. Since 2000, its turnover has grown by an average of 36.5 per cent a year.

“A key success strategy for any emerging entrepreneur is to manage themselves out of their core service roles to focus on the development of the business.” – Alan Hadley, Director.

Burleigh Heads-based Technigro is not only a market leader in integrated vegetation management in South-East Queensland but also a leader in researching sustainable horticultural practice. Founded in 1987 as a one-man weed control business by CEO Nick Bloor, Technigro is lead partner in an industry project with local government and environmental scientists that is researching better ways of vegetation management for Australia. The project focuses on reducing mowing which Technigro says is costly, dangerous, time-consuming and creates significant weed dispersal issues. Technigro employs 33 full time and 40 part-time/casual staff and has sustained average growth of 20 per cent a year for the past decade. They specialise in the management of natural areas, parks and gardens, road networks, and sports turf, providing outcomes for local government and commercial customers which lower the cost and risk of managing vegetation.

“Eliminating just one mowing rotation per year on Australia’s road network would save the community millions of dollars a year.” – Nick Bloor, CEO.

Starting operations in 1996 with a second-hand ute, Paul Jeynes has built Termicide into the largest pest control company on the Gold Coast and one of the largest independent pest companies in Queensland. The Arundel business now has almost 40 staff and serves clients in the pre-construction, residential and commercial sectors. Searching unsuccessfully for higher-performance products in the market, Paul developed Termicide’s own environmentally friendly products that are used now by builders across Queensland. He invented the Termiglass System, a glass-particle, long-lasting physical termite barrier that provides a non toxic, chemical-free solution to termite management. The product was rated by Good Environmental Choice Australia as the best possible termite barrier based on environmental attributes. Termicide’s range of products, promoted as “The Natural Solution”, are sold throughout Australia and in Singapore, China, France and Dubai.

“Our vision is to provide the highest quality pest management products with environmentally preferable solutions.” – Paul Jeynes, Director.

Software created by national motor loss assessors Australian Accident Management Commercial has revolutionised its work in areas of natural disasters where mobility and timely settlement of insurance claims is critical. The AAMC says its own Adjustit Loss Assessing software, developed and commissioned in 2006, is its greatest asset. It provides online motor loss assessing and booking, input of automated repair quotes, access to insurance underwriter clients, statistical reports and other features not available on other loss assessing software. It means AAMC conducts motor vehicle and other assessments in real time, providing a major saving in cost and time for its clients. Communication to all stakeholders and tracking of assessments is enhanced by the Adjustit software which AAMC says puts it in charge of its own destiny and assists in quickly and efficiently assessing motor vehicle loss, particularly in extreme weather events.

”We are under no illusion that the Adjustit Software is a major reason our company is so successful.” – Wayne Hagan, Business Development Manager.

Established in 2006 to develop investment opportunities in private equity, Blue Sky Funds Management has evolved into an alternative asset funds management business developing innovative investment products for private clients, financial planners and institutions. With a management team with operational experience in project development, leveraged finance, business buy-outs and turnarounds, Blue Sky’s first private equity investment was a Mexican restaurant at Bondi Beach. Other real estate investments in North Queensland followed in its first year and since then the company pioneered a fund which invests in water entitlements across the Murray Darling Basin, incubated a new residential real estate investment fund and invested in numerous innovative Australian businesses. Now with 17 employees and an Adelaide office, Blue Sky has $150 million funds under management in private equity, water assets property and its hedge fund. According to founder Mark Sowerby, the global financial crisis presented an opportunity for Blue Sky as it changed investors’ views of equity markets with alternative assets now gaining greater prominence in portfolio considerations.

“To succeed in our space you have to be different. That means capturing external innovation whilst also coming up with our own ideas and having the capacity to implement them,” – Mark Sowerby, Director.

In 2008, amid rising public interest in climate change, the Daintree Discovery Centre embarked on a community based bio-sequestration (tree planting) project to make its business officially carbon neutral. The first step was commissioning a thorough audit of its energy consumption – including the fuel used by DDC suppliers and staff driving to work – construction techniques, waste management, packaging, recycling and water use. The report specified the number of trees that needed to be planted to offset DDC’s CO2 emissions. After exceeding that target, DDC extended its project to partnerships with various community environmental rehabilitation activities – such as staff planting endemic species to revegetate cleared blocks in the Daintree Rainforest. The leading eco-tourism business is also sponsoring a $60,000 ground-breaking study by James Cook University which is measuring how efficiently rainforest trees are soaking up carbon emissions.

“Our carbon offset project has been recognised as setting a new benchmark for sustainable eco-tourism in Tropical North Queensland.” – Ron and Pam Birkett, Owner/Directors.

Brisbane management consultants Signmanager built an innovative web based system which allows clients to project manage their brands more effectively. Signmanager calls its service branded asset management which traditionally has been a huge task for corporations with a signage portfolio across tens of thousands of assets. Signage can be as complex as small construction projects given the many stakeholders, regulations and materials involved. Due to decentralised procurement, corporations may not get the best value for their signage spend. Signmanager’s online portal, with photographs, dimensions and floor plans, gives clients real-time data and centralised control over their signage assets, as well as a consistent brand image in their retail network. It enables Signmanager to track assets, implement brand changes and undertake maintenance quickly for their clients. The company says it delivers savings of 30 per cent in brand asset procurement and 75 per cent in internal resources managing the processes.

“One fifth of our staff is dedicated to research and development and most of the company’s profits are channelled back into this area.” – Alan Hadley, Director.

South-East Queensland vegetation manager Technigro established its own research and development facility in the 1990s when they could not procure purpose-designed equipment needed for its work on sporting turf, parks and gardens. Since then horticulturist Nick Bloor’s family-owned company has become a market leader by developing its own innovations which make its business safer, more cost effective and environmentally friendly. One example is its DriftProof spraying units which shield the application of liquid products from wind, preventing spray droplets of herbicides, insecticides, fertilisers and soil conditioners escaping into the atmosphere and confining them to the target area. Another innovation is its SmartWiper system which accurately applies herbicide to problem tall grass weeds in mown surfaces with a safe, controlled wiping action. Other products such as its vehicle and equipment wash facility EcoWash and its next generation chemical spray technology AutoMix differentiate Technigro from its competitors.

“Technigro’s research and development facility has developed specialised equipment which is changing the way vegetation is managed in Australia,” Nick Bloor, CEO.

The Daintree Discovery Centre is not just an important employer in the isolated Daintree community, located in the heart of the world heritage listed rainforest. The centre has played a leadership role in a wide range of community activities since it was established by Ron and Pam Birkett in 1989. Now attracting about 85,000 visitors to the Daintree each year, the North Queensland eco-tourism business freely shares its knowledge with other members of the Wet Tropics Visitor Information Centre network and runs workshops for volunteers. DDC provides open access to its facilities to the Alexandra Bay School and welcomes field study groups from all over the world. It also sponsors the annual Cassowary Youth Award recognising the conservation efforts of schools and students. DDC helped preserve the indigenous heritage of the area by compiling a record of rainforest foods, medicines and cultural experiences.

“All our staff are actively involved in DCC’s revegetation programs, cassowary conservation, wildlife rescue and school programs.” – Ron and Pam Birkett, Owner/Directors.

Brisbane roasted coffee business Di Bella Coffee operates what owner Phillip Di Bella calls a ‘Crop to Cup’ buying direct philosophy that focuses on fair-trade practice. With 90 per cent of the world’s coffee supply grown in third world countries, Phillip says Di Bella Coffee believes it must contribute to the development of coffee growers by encouraging ethical and sustainable practices. That means guaranteeing farmers prices that reflect the high quality of their crop and allowing them to achieve a better quality of life on the farms and for their workers. Di Bella Coffee aims for as little secondary handling as possible and in most cases there is only one person between the farmers and Di Bella Coffee. Di Bella Coffee was established in 2002 and has relationships with coffee growers throughout Central and South American and the Pacific. The business has wholesale roasting houses in four States.

“There is little sense in employing a string of buyers, handlers and distributors as the profits drop and the money that goes to the farmer is significantly less than they are entitled to.” – Phillip Di Bella, Founder and Managing Director.

Northern Project Contracting (NPC) is an Indigenous-owned company that started in North Queensland and specialises in contracting and training services for the mining and civil construction industries. It was established in 2004 as a joint venture between the commercial arm of the Waanyi Nation Aboriginal Corporation and an experienced mining contractor. Since 2008, when the Indigenous company bought out its partner, NPC has grown rapidly with offices in northern, southern and western Queensland. NPC enables Indigenous communities to take part in wealth-generating activities on their traditional lands and now employs 100 people, 80 per cent of whom are Indigenous. In response to labour and skills shortages in the industries, NPC established its Mobile Mining and Civil School to train Indigenous people for plant operating and construction roles in the industry. Its key aim is to promote joint-ventures between the industry and other Indigenous groups.

“NPC’s staff retention rate is double the industry average for Indigenous workers which is testament to its strong focus on understanding Indigenous culture while being commercially viable.” – Derek Flucker, Director.

Recognising the contribution that office printing makes to greenhouse gas emissions, Gold Coast-headquartered Smartprint Fleet Management pioneered a Print Carbon Offset Program for its customers. Through its initiative, Smartprint purchases carbon credits for each print job from CO2 Australia, which in turn plants trees to offset carbon emissions. This is one of the unique points of difference Smartprint offer its clients. Established in 2001 by Jason Ganis and Justin McShane, the business was based on the belief that Australian companies could make large cost savings through outsourcing the management of their printing. Smartprint’s managed print services model begins with an audit of a company’s printer fleet and then takes over its supply, co-ordination and management including usage reports. It introduced customised software which alerts Smartprint when a printer’s toner is low or service is required. The fast-growing Smartprint expanded to offices in Sydney, Melbourne and Brisbane and in 2009 it reached a milestone of one billion prints under management.

“Our Print Carbon Offset Program means that a customer with more than 50 printers would have their own mini-forest in North Queensland or Victoria,” – Jason Ganis, Director.