Hear from a Local – Small Business Series

As part of the Business eNewsletter, local business owners are participating in Hear from a Local - Small Business Series. On this page, you can read their stories, learning from their experiences, challenges, and keys for success.

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If you would like to be considered for a business feature in our eNewsletter, please submit an EOI to us via invest@ryde.nsw.gov.au.

Macquarie Locksmiths

A team of locksmiths stand by a vanBen and Genevieve Brittain are the current owners of Macquarie Locksmiths, a business originally founded in 1981.

1. Could you give a short introduction about yourself, your wife as the business partner, and your business?

Ben and Genevieve Brittain own and operate Macquarie Locksmiths. The business was established in 1981. Ben and Genevieve are the third owners of Macquarie Locksmiths and purchased it in September 2021 while NSW was still in the midst of COVID lockdowns. Having a team of locksmiths with mobile workshops was critical during this time as our customers’ safety and security concerns did not stop despite being in lockdown.

Prior to purchasing Macquarie Locksmiths, Ben owned and operated Britlock Locksmiths and prior to that, was a head chef in many of Sydney’s well-known restaurants. Having a background in hospitality gives Ben a real focus on the customer experience and working well in a team environment. Working under pressure is a skill that was fine-tuned while running large restaurants. Ben’s previous experience also ensures his skill at developing great relationships with suppliers and staff.

2. What are some simple, cost-effective ways to attract and retain workers in your business today?

Like many businesses, we have found it difficult to attract and retain workers as locksmithing is one of the employment sectors where there is a recognised skill shortage. To attempt to overcome this, we have built good relationships with staff at a number of local high schools, who are able to identify students who may be interested in undertaking an apprenticeship with us.

We have had good success with this, and currently employ three apprentices. Our first apprentice just qualified as a locksmith and we have several staff at varying stages of their apprenticeships. We generally pay our staff above the award and hold regular staff BBQs as a way of building relationships and morale.

We also conduct regular Toolbox Talks with our staff to reinforce safety policies and procedures, promote open discussion about site-specific hazards, encourage a proactive safety culture, and reduce accidents and injuries through awareness.

3. What challenges have you faced in your business, and how did you find a solution?

One of our biggest challenges is maintaining high-quality workmanship while training young staff and scaling our business. To manage this, we ensure our qualified tradesmen are supported so they are able to pass their skills onto the next  generation of apprentices.

We ensure our apprentices experience a balance of time in the workshop and on the road with qualified technicians, so they gain broad exposure to the industry. Regular Toolbox Talks also ensure our apprentices are supported and educated on the job, in addition to the time they spend at TAFE.

4. Has Council offered any programs or resources to help support the growth of your business? If so, could you please share an example?

Yes, we are members of the Macquarie Park/Ryde Business Chamber and have attended a number of Council-facilitated networking events. These events are generally hosted by Council or other local businesses in the Ryde/Macquarie Park area, and have been a great way to gain exposure in the local business community. They have also contributed to fostering new business relationships and opportunities.

Ben Brittain, company director, is also a member of the Rotary Club of Macquarie Park, who works closely with City of Ryde in staging the annual Carols on the Common Christmas event. 

The Service NSW Business Bureau staff are very approachable and have made us aware of the wide range of services on offer to small businesses. Their staff has been very proactive with feedback and guidance, and have helped with guidance and local community connections.

5. What advice do you have for other small businesses?

Taking care of yourself and your staff is paramount. Ensure a good work/life balance is achieved and that staff are supported and part of a positive business culture. Giving staff clear roles and opportunities for growth helps with staff retention.

Being involved in community events, local networking groups and business chambers is a great way to meet people, build business recognition and trust in the local community.

Always prioritise the customer with quick, clear and transparent communication to ensure a good customer experience as word of mouth is gold for small business.

We are one of the increasingly rare locksmith businesses to have a shopfront. This is important to our customers who are able to put a face to a name and to come in and touch and feel the products they are interested in buying. In this day and age with so many online scams, it is refreshing to be able to provide this face-to-face service. We are proud of our shop which includes a display of past staff, historic security products and tools, along with an extensive array of new products that we offer.

SoCreative

People posing with a man dressed as SupermanJames and Fady Daher, the co-founders of SoCreative, run a media technology platform specialising in video content creation and editing services. Launched in April 2024, SoCreative has rapidly grown, with over 10 team members and close to 50 clients within its first year.

Their objective is to empower businesses and creators with high-quality, engaging content that enhances their brand presence. They combine creativity with the latest digital tools to deliver impactful and engaging video content.

In this interview, we explore practical tips and insights to sparking innovation, overcoming business challenges, leveraging Council or external support, and avoiding common mistakes while setting up for success.

1. What are some simple, cost-effective ways to spark innovation in your business today?

Innovation doesn’t always require large investments. It starts with mindset and placing the client at the centre of everything we do. We are well supported by the Macquarie University (MQ) incubator allowing us to access the PACE program (a Macquarie University intern program), embrace AI-powered tools for content automation, and stay updated with industry trends. At SoCreative, we continuously test new editing techniques and gather client feedback to refine our services.

2. What challenges have you faced in your business, and how did you find a solution?

One of our biggest challenges was scaling our services while maintaining high-quality output. As demand grew, we built a technology platform to create a more streamlined workflow for our clients and structured process flow for managing every step of the client journey. Additionally, we continue to build a strong network of creative professionals to ensure flexibility with projects we have managed in over 10 countries. Effective time management and clear client communication have been key in overcoming operational challenges.

3. Has Council offered any programs or resources to help support the growth of your business?

Yes, Council was our starting point. A referral to the MQ incubator helped us locate our office. Additionally, networking events facilitated by Council have helped us connect with potential clients and industry leaders, creating new business opportunities. The team there has been instrumental in our growth with resource and helping prepare a video

4. What are three common mistakes to avoid and key steps to ensure success from the start?
  • Neglecting brand identity: A clear brand voice and consistent messaging helps stand out in the competitive media space.
  • Not adapting to industry changes: Trends evolve quickly, so staying informed and agile is essential. Continuous learning and tech adoption is crucial.
  • Underestimating client relationships: Beyond delivering great content, maintaining strong communication and trust with clients encourages long-term partnerships.

Key steps for success include setting clear goals, leveraging technology to improve efficiency, and prioritising customer experience.