Ben 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.