Ekourier Oct 2008

Kourier Kennards

October 2008

Momentum 08 sets bold new goals

In this issue Momentum 08 sets bold new goals KSS opens it’s 68th Self Storage Centre New Team Member Profiles Spotlight on... Kennards Presentation at the Family Business Association Conference Customer Feedback Whats new with National Accounts Habit 5 - Seek first to understand... Kennards help out Koala Self Storage now affiliated with KSS PEP UP a great success again Kennards stepping out for Stepping Stone Petersham up in lights Property Development Pipeline Getting Bluer A Greg of all trades Kennards Exposed Congratulations Next issue Deadline: 17th January 2009 Please send contributions to the editor Editor: Sharon Dux email: sharon@kss.com.au Ph: 02 9764 9801 Distribution: 2nd February 2009 Upcoming events 21-23/10 - Skillbuilder 1-3 QLD 24/10 - Hawkes Bay Anniversary Day (Napier/ Onekawa/ Hastings - NZ) 27/10 - Labour Day - NZ 27-28/10 - Skillbuilder 1-2 VIC 29-30/10 - Skillbuilder 1-2 SA 4/11 - Melbourne Cup (VIC) - PH hours 9-12/11 - PEP UP 14/11 - Newcastle Xmas Party 13/12 - Sydney & ACT Xmas Party 25/12 - Xmas Day - KSS closed 26/12 - Boxing Day - KSS closed 1/1 - New Years Day - KSS closed 9/1 - SCOTY 2nd qtr results 21/1 - Wellington Anniversary Day (P.North/ Wanganui- NZ) 26/1 - Auckland Anniversary Day (Mt Eden/ Tauranga - NZ) 26/1 - Australia Day (NSW/ VIC/ QLD/ SA) - PH hours 21/11 - QLD Xmas Party 27/11 - SA Xmas Party 28/11 - VIC Xmas Party

We aim to have 45,000 spaces rented and annual revenue of $145 million in 2011-12 Momentum is the strategic planning conference for KSS. At Momentum we crystalise the opportunities and objectives for KSS for the 3 years ahead.

The purpose of Momentum is to come out with a “One Page Business Plan”. The simple and concise document articulates clearly where we are going and the expectations and values that define our culture. In our typical fashion we adopt an inclusive approach to participation where we hope as many as possible of the team attend. In addition, we seek participation from the centres through an application process. We do not see business planning and goal setting as the exclusive domain of a select few. Our comprehensive inclusive approach results in a diversely healthy and productive approach for a business. The planning process involved 2 days of discussions facilitated by Peter Berry, we review and understand the strengths, weaknesses, opportunities and threats for KSS. We also reviewed our 2008 O.C.I. in an effort to understand the people related issues that impact KSS. In doing this we also crystalise and articulate the values and behaviours that are essential (and not tolerated) to our culture and business objectives. Momentum is held off-site, away from the distractions of phones and e-mail, to allow us the space to focus on the business. It is dedicated time and space to work on the business and not in the business. You will soon see the goals and values from Momentum 08 distributed and illustrated throughout the business.

Thank you to all the participants. They displayed tremendous commitment, honesty and constructiveness. The ideas will surely elevate KSS to a new level.

- Sam Kennard

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Kennards Kourier October 2008

Team Member Profiles

Joshua Gilson Assistant Manager Marrickville

Angela Lu Financial Analyst THQ

Career background: Business Analyst, Share Service Administrator, Accounts Payable Officer, Office Manager

Career background: Worked in a warehouse for a sea and airfreight company. Managed a lodge.

Marital status: Single Any children? No Hobbies/interests: Enjoy spending quality time with family and friends Do you play any sport or have any special talents? Swimming and Yoga to stay fit Favourite book: The 7 Habits of Highly Effective People Favourite movie: None Favourite restaurant/food: Seafood Where did you grow up? China Any pets? No Favourite holiday: Switzerland

Marital status: Married Any children? A son, Uriah, who is 11 months old. He is already walking and has a special talent of changing how our lounge looks in about 25 seconds after he wakes up! Hobbies/interests: Motivational speaker, keeping fit, photography. I used to skydive and surf. Do you play any sport or have any special talents? No Favourite book: The Bible (New King James version) Favourite movie: The Matrix Favourite restaurant/food: Indian or Chinese Where did you grow up? Cape Town South Africa Favourite holiday destination: Too many - China, Philippines, Uganda (to see the gorillas), Kenya, Austria

Spotlight on... Three Kings, NZ

smoothly. It has been quite a daunting first few months with the change over of companies, but they are comfortable and happy with their positions now and are focusing on marketing and getting the Kennards name out and about within their community. The girls say they are lucky to have a reasonably new site, with a spacious office, which soaks up the sun on warm summer days and also has plenty of space to display the wide range of packing materials and merchandise. With the final touch up’s to the paint job done, and the last of the signs been erected outside of the office. The Three Kings site now looks the part of the Kennards Family.

wet days. Access hours are from 7am to 7pm, 7days a week for maximum security. Our site also offers services such as boat storage, car storage and shelving solutions to customers. Situated at 30 Hunters Park Drive, off the busy Mount Eden Road which runs parallel out of the Auckland CBD, we are tucked behind the Scandinavian furniture store- Danske Mobiler. Still clearly visible from Mount Eden Road, it’s pretty hard to miss the distinctive orange and blue colours of Kennards. Three Kings are a performance challenged centre currently sitting with a 75.7% occupancy rate. The Team The team at Three Kings consists of Rachel Prudden (Manager) and Renaye Harrison (Assistant Manager), both former Perron staff members. Renaye is a mother of two beautiful children. Josiah (4) and Ella-Jaye (2). Rachel is also a mother to a beautiful boy, Joshua (6). Both Rachel and Renaye enjoy working in each others company, ensuring that the Three Kings facility is running

History Formerly known as Perron Storage- Mount Eden, acquired by Kennards on the 23rd of May 2008, we are the new addition to the Kennards family. Originally built in 2004 by Perron Property Developers, the site sits on a gross floor space of 12,000 square meters. The land was originally a land fill, situated next to the Three Kings quarry. Because of this Perron were unsuccessful in getting consent to build Apartments as they had originally planned, and in turn decided to build a one off storage facility. Site Features Here at Three Kings we are a building within a building and have 988 individually alarmed units. All our units are spread over three levels. With an undercover canopy, customers find it a breeze coming into storage on

Renaye Harrison & Rachel Prudden

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KSS opens our 68th Self Storage Centre

Customer Feedback “ I was very pleased with the service at Fortitude Valley. Neville and Kevin were very helpful and a delight to deal with. Neville even stayed back 2 hrs one day to help me out, service doesn’t get much better than that!” “ David at your Caringbah site was extremely helpful. he goes above and beyond his duties. David made the whole experience with Kennards easy and worthwhile.” “ Everything was great! From the first enquiry through to actually locking up the storage unit - spectacular! The team are brilliant especially Mark, Arthur and David, very real people, very professional, caring and fun. Bravo!” “ Clarity and efficiency and nicely cleaned. A phone call was all I needed to change units at Virginia. The manager in the office was great. Knows his product well. Thanks.” “ Clean well maintained premises at Chermside. Good level access. Well lit at night with 24 hour access. Great customer service, good office hours, very professional.”

The new Hoxton Park centre fills a gap in the Sydney footprint for KSS. The local area is expected to have enormous growth with new housing in the decades ahead. On the 16 October 2008 Kennards Self Storage opened it’s 68th Self Storage Centre in Sydney’s South Western suburb of Hoxton Park. Hoxton Park is a growing area of Sydney with a mix of business industries and residential homes. One of the reasons for the recent massive growth has been due to the opening of a major motor way (M7) which has linked the South West to the rest of Sydney. The centre is unique in that it shares a common wall with Bunnings Warehouse and other smaller retailers that together form a central business area called Hoxton Park Central. The benefits of being part of a central business centre is not just the prominent location, (off busy Hoxton Park Road) but also the increased exposure by visitors to the other businesses in the centre, in particular Bunnings. This purpose built self storage centre is made up of three levels- ground floor, first and a second level. Stage One has

seen the fit out of the ground floor and the first level only, which comprises 373 units. When the centre is fully complete it will boost around 720 units and over 8,000 square metres of net lettable space. The centre has all the great features that customers have come to appreciate from Kennards Self Storage such as individually alarmed units, digital CCTV and 24 hour pin code access to name but a few. The innovative development opportunity represents and exciting opportunity. Being able to locate adjacent to significant and highly-regarded retailers like Bunnings is very exciting. - Darren Marshall

Kennards Presentation at the Family Business Association Conference

The Kennards story of family business succession was presented at the Family Business Association (FBA) Conference in Cairns in August. The session was titled “Kennards – A Succession of Successions” and traced the ownership and management successions through Kennards Hire and in Kennards Self Storage. The Kennard Succession Story goes like this: Walter Kennard (Neville and Andy’s father) started Kennards Hire in 1948 in Bathurst. In the 1960’s Management and ownership was transferred to Neville and a little later Andy came in with management and ownership. In 1991, Nev and Andy amicably separated all the business interests as Sam joined. Kennards Hire was later managed by a non- family C.E.O., while in KSS Sam took over in 1995. Angus Kennard replaced Andy on the Kennards Hire Board of Directors in 2008. The members of the FBA learned some valuable insights from the presentation of the Kennards Succession. The presentation was given by Sam, Angus, Andy and Nev.

Sam Kennard, Angus Kennard, Nev Kennard, Andy Kennard, Cameron Kennard

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What’s New with National Accounts Over the last few months the National Account programme has continued to grow and make its mark within KSS. The programme offers businesses simplified storage solutions and has been welcomed with open arms by many businesses for its cost savings, time efficiencies and innovation. be enough to fill a small centre. In continuing to expand this base we have been in contact with different industries to find out why they are using self storage. Typically in the past the majority of our National Account Servier Laboratories. Although there are a number of other companies that have been approached we have been continually working with these customers over a number of months to increase their storage volume with KSS by capturing any third party storage before they join us in the programme.

customers have been sourced from the pharmaceutical industry primarily because of the number of representatives they have. With increased awareness, leads from centres & word on the street we have had a positive response from other industries and have begun engaging them in the proposal and the services we offer. Some current companies that we have been working closely with include, Restore, Unilever, Diageo, Coca Cola, Johnsons & Johnson, Jansen Cilag, Bosch, Nycomed, and

In developing National Accounts we need to ensure that we are not over looking the business customers already storing at KSS. It is vital that we do not assume their position before asking a few initial questions. If you have a current customer or know of a business that you feel could benefit by finding out about the programme don’t let them slip under the radar, forward their details to myself so I can begin research and potentially add them to the programme. - Fiona Harding

Over the last two months three new national accounts customers have joined our programme (Imperial Tobacco, Medicraft Hill-Rom & Stuart Alexander) from different industries in what we hope to be a long term and profitable relationship. With these three new companies onboard our National Account customers are providing KSS the stability of 4,853 square meters and an annual revenue of $1.3 million; to simplify this further their volume would

Habit 5 – Seek first to understand… Then to be understood This edition of the Kourier looks at Habit 5 of Stephen Coveys book, The Seven Habits of Highly Effective People. The fifth habit relates to empathic listening, the ability to truly understand another person. To truly listen to someone, their concerns and the context in which they express them, instead of just waiting for your turn to talk. Empathic listening means to listen without imposing your own autobiographical experience and opinions onto what they are saying. When you can do this you build up trust in that person. As Covey puts it, you put a deposit in the emotional bank account. One of the great strength of empathic listening is that in understanding other people’s paradigms and concerns you increase the credibility of your own ideas. People you deal with have more faith in you because they know you take the time and effort to be informed about situations. They know you have a greater knowledge base from which to make decisions. In being influenced by other’s you increase your chances of influencing them. Empathic listening completely falls into what Covey describes as our circle of influence, things that we can have direct control over. By taking the time to work on empathic listening you are investing in you circle of influence thus increasing your ability to influence others and the world around you.

The other great strength of empathic listening is it will develop your appreciation of the people around you. - Phillip Gallop

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Kennards Kourier October 2008

Koala Self Storage now affiliated with KSS

By now you would have heard about Kennards new and exciting affiliation with Koala Self Storage in Western Australia. Same initials as us by chance! Koala Self Storage is the first company to join the programme. The programme is targeted at independently operated self storage companies in areas where Kennards are unable to provide storage. Koala Self Storage has been in business for the past 13 years and conveniently located in Perth at Programmes like this allow us to introduce our affiliates as our preferred storage provider giving the customer peace of mind and saving them time during their stressful move. It means we are now capable of providing the customer names, contact information & references from our website and in return receive a reciprocated service from Koala. PEP UP a great success again Osborne Park (only 8kms from the CDB) and O’Connor (14kms from the CBD), both Koala centres are located in industrial areas that are predominately occupied by small businesses.

The affiliation programme is another step forward for KSS in helping customers find the complete storage solution. - Fiona Harding Osborne Park

September 21 to 24th saw the 4th Personal Effectiveness Program being held at Kangaroo Valley. The 3 days were packed with sessions which helped participants to begin their self awareness journey understanding not only their own behaviours, but the impact their behaviour has on others. There were some intense, emotional moments, balanced with lots of laughter, fun and camaraderie between the team members. Below is a short review by Amanda of her experiences at PEP UP. “I had a fantastic experience at Pep Up and would highly recommend this to anyone who is interested in further developing themselves. The course was thought-provoking and the coaches were personable and inspiring. Kangaroo Valley Bush Retreat is a beautiful location, it’s an ideal place to reflect and focus on changes in your life.”

Front row L to R: Amanda Mikolajs, Sandra Shaw, Nardia Janek, John Scerlic, Phyllis Jallais, Delna Dugdale, Cameron Ferguson. Back row L to R: Matoa Bell, Sue Best, Patrick Rossow, Nick Ley, Andrew Kirkham, Glen Bayley and Tim ferris from TPF Training and Consulting.

Kennards stepping out for Stepping Stone Foundation

Team Members of Kennards Self Storage recently stepped out to run/ walk the City2Surf with 70,000 other entrants on a day that started off chilly but soon thawed out to great

weather for the 14km expedition. Kennards decided to use this event to help raise money for one of their well known charities, the Stepping Stone Foundation. With great effort and participation from Kennards Self Storage they raised $4,200 for Stepping Stone. A great day was had by all and next year Kennards hope to get more people involved and raise even more money for this great cause. Thank you for your support and donations, the event was a big success!

Sharon Dux and Fiona Harding ready to run the City2Surf

HK Tung, Fiona Harding and Sharon Dux wearing their Kennards shirts and sporting their City2Surf medals

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Kennards Kourier October 2008

Petersham up in lights

Customer Feedback “ Over the past few months, while undertaking home renovations, I rented a storage unit at Kennards Self Storage in Flemington. I would just like to thank you for providing such a wonderful facility. Being a single lady I really appreciated the sense of security, sensor lighting and relaxing music which made every visit inviting. There were always plenty of trolleys and the tear off protective drop sheets were a nice touch. All my belongings were in perfect condition when I left as the climate appears to be just right for storage. Having 24 hour secure access was also excellent. Thomas was my main point of contact and is one of the most delightful and efficient people I have ever met. Brendan was also great to deal with.

KSS recently embarked on a new project at our Petersham site. The long awaited unique signage finally lit up in September. John Stewart from Enlightening Australia introduced KSS to a new way of advertising in the form of slide projection. The advertising you see here is projected from a slide straight onto the Petersham wall. The slide projections can be seen from Parramatta Road as you drive out of the city, the views you see here are what can be seen. We have five advertising slides that revolve automatically throughout the evening. As this is a new trial for KSS we can only begin to imagine the possibilities available for flexible advertising to suit particular events and times of the year. It is a concept that has great potential and KSS are keen to see its results. The Panorama site is owned by the Stevens Brothers, Richard and John, who also own KSS centres at Abbotsford and Springvale and have a fifty percent, share of the Thebarton Centre. John and Richard have owned the site for 21 years. They previously owned Richard Stevens Hire and this business was sold to Kennards Hire in 1998. At that stage the site was used as a repair facility for their hire equipment and for the Hire of Transportable Buildings. Prior to this the site was owned by ARC Fencing and was used for the production of Wire Mesh products. Panorama was the first KSS Centre to open in South Australia. Construction commenced in March 2000. This consisted of converting the existing factory into a dual level facility and constructing a further four purpose built buildings. We opened for business in August 2000.

I would have no hesitation in recommending your business to anyone.

Thanks again.”

- Sharon Dux Spotlight on...Panorama. SA History

Site Features The Panorama Centre has 725 Units of which 125 are Driveway units and 33 are parking spaces. We are currently running at an occupancy rate of 86.95%. We are located 8 kms south of the Adelaide CBD in a very prominent position with excellent exposure visually. Goodwood Road is a major arterial road that is both a gateway to the southern Suburbs and the beautiful nearby wine country (reds & whites naturally). Some 33,000 cars pass our Centre each day. Merchandise sales average $9,000 each month and much of this can be attributed to our street signage The Team The Panorama team comprises of Myself as Manager, 8 years with KSS, Assistant Manager Bernie Bourke, 3 years with KSS and Relief Manager Rudy Van Kalker. Our Team prides themselves on providing personalised and professional service that results in

the flow on of referral business.

A major competitor opened a Centre close to us in January 2008. This did affect us to a small degree but as they do not offer 24-hour access and have limited weekend hours we can easily sell the features and benefits of KSS Panorama to potential clients. We are sure that the future looks bright for Panorama, particularly as we are scheduled for a “Face Lift” (not the staff) merely a new paint job for the Centre.

Bournie Bourke and Rob Grieve

- Rob Grieve

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Kennards Kourier October 2008

Property Development Pipeline Upgrades, Expansions and New Development

Hoxton Park The base building works on this new centre are now complete along with the fitout of the retail office and self storage areas. Opening took place on the 16th October 2008. Our neighbour is a new Bunnings store, it also opened at the same time as us.

Chatswood Demolition and the first and second floor concrete slabs are now complete. The storage fitout has started and we are on track to open Stage 1 during December.

K ennards Kat een to Stay Please join us in welcoming the newest member to THQ. Our cat Frankie (formerly know as Bella) decided to come and live with us late last year. We had planned to re-home Frankie, but once we caught him and took him to the vet for a check up we decided to keep him at THQ to keep the mice and pigeons away. He can be seen sunning himself in the garden or smooching round Daves legs looking for a feed. Next time you visit THQ be sure to keep an eye out for our new friend.

Chatswood front office area

Newcastle Work is complete with the team now moving into their new office

KSS Hoxton Park viewed from Lyn Parade

Ian Rigby, John Young and Bruce Newburn inside the new office at Newcastle

The Team at Hoxton Park L to R - Michael Macheledt, Sam Kennard, Darren Marshall, Steve Cliff and Neil Mason

-Lynda Walsh

-Michael Macheledt

Getting Bluer The 2008 culture survey has revealed a strong blue bias once again. The constructive styles have all remained, and even grown, past the 50% line. This is an outstanding outcome and suggests the initiatives and refinements that continue in KSS are fruitful. It’s Constructive... So What? Many people wonder why we put so much effort into our company culture measurement and development. Quite simply: we believe a constructive culture will have more engaged people who will enjoy work and have greater commitment.This will result in us having happier customers and a stronger business.

adapt to change and handle growth easier. In fact, they will be more inclined to initiate change, innovate and pursue business growth challenges. In recent history our Blue constructive culture has been a major contributor to successfully handling some big challenges, including: • The acquisition and integration of Millers in 2004-05 • A volatile industrial relations climate in 2005-06 • Interstate growth and development • Acquisition and integration of N.Z. sites in 2007-08 Our staff turnover is identified as a key challenge for KSS, and continued leadership development will be a focus in 2008-09 it is expected that leadership

skill development and reducing staff turnover will further improve the KSS culture.

KSS 2008 Circumplex

We expect constructive people in a constructive workplace will be able to

- Sam Kennard

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Kennards Kourier October 2008

A Greg of all trades!

Emma Pask, iOTA, casts of Priscilla, Miss Saigon and Fiddler on the Roof to name just a few. Light the Night 2008 will star a diverse selection of talented artists such, who give freely of their time to help raise money for this worthy cause, including Tim Campbell, Anthony Callea, Jessica Mauboy, Katie Noonan, Maria Venuti, Emma Pask, Phil Stack from Thirsty Merc, All Saints performer Virginia Gay, Lior, Jessica Mauboy and the stars of WICKED the Musical to name just a few. www.lightthenight.com.au Monday the 10th of November 2008, 7.30pm City Recital Hall Angel Place, Sydney For Bookings call City Recital Hall 02 8256 2222 www.cityrecitalhall.com

Who would have thought that Greg Smith our maintenance/roofing contractor also had the ability to successfully produce a charity event that has raised over $130,000 for leukaemia research and cancer patient resources. Now in its fourth year, Light the Night has quickly become one of Australia’s most successful fundraising concerts. In August 2004, a dear friend of Greg’s, Matthew Rennie was diagnosed with leukaemia and spent the next three and a half years fighting this disease with every ounce of his being. Through the frustration of not being able to help Matt and through the inspiration of Matt’s strength and determination not to give up, Greg and a team of 3 others decided to produce the first Light the Night in 2005. Sadly, Matthew passed away on the 27th of October 2007. He was 24 years old. Light the Night continues to shine as Matthew’s Legacy. Performances over the years have included names such as - Katie Noonan, Barry Crocker, Don Lane, Paulini, Human Nature, Lucy Durack, David Campbell,

Robert Todd from Thebarton couldn’t resist showing off his 2 beautiful daughters; Caitlin (2) and Chelsey (10 months) at Caitlins 2nd birthday

Kennards Exposed!

Congratulations

Lucy, from THQ and her daughter Stephanie take Kennards to the Bejing Olympics

Congratulations to Jeff Xanthos from THQ and his wife Marie on the birth of their second daughter Georgia. Georgia was born at 2am on the 24th September weighing 3.3kg (pictured left).

Congratulations to Cameron Ferguson from our Newstead Centre and his partner Michele on the birth of their baby daughter Amelie. Amelie was born on the 1st August weighing 3.73kg and being 51cm long. Cameron and Michele wanted to thank Kennards for the baby bonus they received following the birth of their first child. Cameron commenced working with Kennards in February 08 and has been impressed with the organisations commitment to its team members. They say the baby bonus will help with costs associated with Amelie, and is greatly appreciated.

“We must accept life for what it actually is - a challenge to our quality without which we should never know of what stuff we are made of, or grow to our full stature” Ida R. Wylie

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Kennards Kourier October 2008