KSS April eKourier 2024

Kennards Kourier Ko EDITION: April 2024

MORE SPACE ON THE WAY

CULTIVATING A GROWTH MINDSET

SOMETHING DIFFERENT IN 2024

BRIDGING CONTINENTS TENANT INC VISIT AUSTRALIA

MERCHANDISE RANGE UPDATE

1 Kennards Kourier April 2024

IN THIS ISSUE

Message From Sam

3

Team Member Profiles

4

10 Questions With

5

From Letters To Lock Up Spaces

6

Staying Blue

7

Pathway To Continued Success

8

PEP 2024

8

Disaster Review

9

Something Different in 2024

10

Bridging Continents...

11

Merchandise Range Update

12

Dial It Up

12

VIC Huddle Time

13

Thank You KSS...

14

Cultivating A Growth Mindset

15

More Space On The Way

16

Spotlight On...

17

Nev's Notes

18

Community

19

NEXT ISSUE

Deadline: June 21, 2024 Editor: Sharon Munro Email: sharon@kss.com.au Distribution: July 19, 2024

Front cover: L to R: Centre Manager - Andrew Burgess, Sam Kennard, SA Operations Manager - Anthony Tropiano and Assistant Manager - Warren Evans, outside KSS Adelaide CBD. Inside cover: Kennards Self Storage Box Hill, NSW. Photography by Jesse Dux and Nick Adams.

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FEATURE

MESSAGE FROM SAM

Sam at KSS Homebush NSW in 1994 before opening

IT'S NOT A JOB, IT'S A LIFESTYLE

My leadership was soon tested by an uncomfortable people shock in 1998. This challenged me and triggered a deep and forensic review of culture and leader- ship. We embarked on an intensive and challenging period of change that was also explored in the podcast. Family businesses have unique challenges that were teased out in the podcast. Working with a parent comes with dynamics that do not exist in a typical business. A longstanding personal relationship comes with history and emotions that need to be consciously managed with humility and emotional intelligence. My dad and I seemed to get more of it right, than we got wrong. Over the years, there have been many exciting opportunities where we have taken big leaps of expansion (such as acquiring Millers in 2004 and NZ in 2007) or operating changes. It has been a rewarding and fulfilling ride where success is founded on enthusiastic support of the people in the business. I am grateful that so many people are like me and feel being part of KSS is not a job, it’s a lifestyle. Sam Kennard Chief Executive Officer

T he recent Australian Financial Review podcast (How I made it) I did was an interesting session that forced me to reflect on my own career journey, as well as the journey of growth and change KSS has undergone. The journalist, Julie-Ann Sprague, was genuinely intrigued and amazed at the rise we have had. I have to admit I was a reluctant partic- ipant in the podcast. It took Julie-Ann nearly two years of persistent requests before I relented, and then I actually enjoyed the candid chat about KSS and my journey. When I started in 1991, we had eight locations operating with another to soon open. We operated with a manual one-write book-keeping system known as Kalamazoo. Our marketing consisted of advertisements in the Yellow Pages and leveraging our high visibility locations. Revenue management was an unknown term and we adjusted rents with minimal strategy or absolutely no science.

prehistoric time compared to the sophistication we possess today.

In my initial time in the business, I worked in the centres as an Assistant Manager or Roving Relief Manager (now known as Team Support Manager). I was tasked with many projects to improve the business and given additional responsibilities. These included marketing, rebranding, project managing expansions, IT and security adoption, hiring and even terminating Team Members, large R&M projects and so on. After several years working at the coal-face learning the business from the ground-up, my dad pushed me in the deep end, handing the reigns over to me as he moved overseas. This was late 1994 and I was only a month before turning 25 years old. The company had 12 locations at the time with a couple in the pipeline. We continued to acquire land and develop properties. Every new project I would evolve and improve the product and customer experience.

It's a distant memory from an almost

3 Kennards Kourier April 2024

WHO’S WHO

TEAM MEMBER PROFILES

Cal Vin Khor Cyber Security Analyst - THQ

Winston Liu Technical Product Analyst - THQ

Tell us about your career background: I have been in the software products industry for a few years before joining KSS. I did programming, testing, product management and a little bit of compliance too. Designed and built software products for different industries like online gaming, ecommerce and real estates. What do you enjoy doing when not at KSS? (Hobbies/ Interests)? Listening to music, playing instruments, watching movies and dramas. What are you reading now? The Clash of Civilizations by Samuel Huntington. What are you watching now? A Japanese drama called My Beloved Flower. What favourite foods or restaurant would you recommend? Recommend the Matcha ice cream by Matcha-Ya in Darling Harbour. Where did you grow up and what was it like? Canton province in China until high school, then did my university in Singapore. Cantonese is my mother tongue, before learning Mandarin and English. I love Cantonese food, highly recommended Favourite hangout people when not at work? My friends from uni. Favourite holiday destination or interesting place you’ve been to? That would have to be Tokyo.

Tell us about your career background: Three years in Information Technology, sprinkled with some tutoring experience. I discovered along the way my interest in cybersecurity and now continue to cultivate my skillset both in cyber and Information Technology. What do you enjoy doing when not at KSS? (Hobbies/ Interests)? You’ll find me trying out new recipes to cook for my friends when I host, PS5 gaming on my couch, and probably hide-and-seek with my cats. What are you reading now? Microsoft documents. Maybe I should read an actual book... What are you watching now? The White Lotus. What favourite foods or restaurant would you recommend? I highly recommend trying the Prawn Mafaldine at Ragazzi and the Pork Rib Ramen at Gumshara. Where did you grow up and what was it like? I grew up in a small town called Ipoh, Malaysia, just a 2-hour drive from Kuala Lumpur. My fond memories are mixed with tasty local cuisines, busy night markets and surroundings of steep green hills. Favourite hangout people when not at work? Humans related to me by blood and my girlfriend. Favourite holiday destination or interesting place you’ve been to? Travelling around the Provence region in France. It was the only time I felt like buying a 13th century castle and tending to my own lavender farm.

4 Kennards Kourier April 2024

WHO’S WHO

10 QUESTIONS... With Kaio Tang - Centre Manager Guildford

and family - but we do try to catch up with each other a few times a year. We are still trying to arrange that elusive trip where we can escape for a week. What is your favourite food? I live for food and eat like a horse. If I had to pick a favourite cuisine it would be Japanese. My most memorable culinary experiences have been at a Japanese restaurant, although smashing plates at a Greek restaurant at the end of the night is very satisfying. Do you have a favourite holiday destination or holiday you have taken? London and the UK. It was my home for ten years and my son was born in London. Also, it is a part of the world rich in history. I always like going back there. In saying that, one memorable trip I had was to New York in 2001. The company I worked for had just completed a commercial for Nintendo and because of delays in post-produc- tion, the Production Assistant and myself had to deliver the finished product to the agency and client. I was booked to deliver to the client in New York. The flight to NY was very eventful. Experiencing major turbulence, as the whole of the east coast was battered by heavy storms we were turned away from JFK. To cut a long story short I landed at JFK at 3am. I delivered the tape and after spent a couple of days exploring NY. I remember most the photo I took of down town NY with the Twin Towers in the middle of the frame. The Twin Towers looked ghostly. Five months later they would be gone. What message do you want to pass onto the younger generation? See life through a wide-angle lens, look beyond yourself, care about people and the world. Develop good work ethics, stay true to yourself and your values. To sum up KSS in one word would be? Dynamic

Kaio with her son Caleb in 2011

music, or catching up on the latest drama or movie. I like to stay curious about people, the world and beyond. Name a person who has inspired you both professionally and personally? A special shout out to Irish actor, Cillian Murphy. In 2009, Cillian came to the production office I was working at to do some casting. I called Cillian by name several times, he eventu- ally piped up and said to me under his breath, “My name is pronounced ‘Kil-li- an.’” I felt rather mortified with myself. Cillian did not get the role. It went to Henry Cavill (that’s another story!). Fifteen years later Cillian has won the Best Actor Award at the Academy Awards. To me he has come a long way since that day when he was still a fairly unknown actor. Self-development and success take time, but as Cillian has demonstrated, can be achieved. I also learnt from this seemingly trivial mistake…Pay attention to the little details - they really do matter. I have a close-knit family. I have three sisters, two of whom are familiar to KSS. Currently I live with my parents and son. My son is in his final year of high school. My friends are fortunately the same friends I have had since high school. We are generally in similar circumstances, occupied with work Tell us about your family and friends?

What year did you start at KSS and what did you do before joining KSS? I joined KSS in November 2016. Before joining KSS I worked briefly at Oz Design Furniture, which was my first retail job and provided me with some new skills and preparation for KSS. Prior to this I had worked 12 years in commercials and film production in Sydney and London. What would you say is the best part of your job? The team and people I work with. When you have a team that operates like a well-oiled machine it makes your job that much easier. Out of all the changes you have seen take place at KSS over the years, what do you think has been the biggest game changer? Digital Agreements has been a massive game changer to the core business. Allowing customers to complete an agreement in their own time and at their own pace has streamlined the moving in process and made it more efficient. How do you spend your time outside of KSS? Outside of KSS I am a mum and a carer to my parents, which keeps me very busy. However, I do take whatever opportunity I can get to have time to myself. I spend it reading, listening to

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FEATURE

FROM LETTERS TO LOCK UP SPACES

24-hour, 7 day a week access and individually alarmed spaces along with CCTV surveillance. Kennards Self Storage Adelaide CBD, on 252 Gouger Street was once the iconic Adelaide Mailing Centre previously owned by Australia Post. ‘ The Management Team is being led by Andy Burgess. Andy is an experi- enced Manager within Kennards and has been with the Kennards team for three years. Andy is assisted by Warren Evans who has made the exciting move from NSW to be a part of this great new centre.

T his site is a 24,000sqm six-level building originally constructed for Australia Post to sort and distribute mail near the CBD; when technology changed, it saw letter volumes reduce and the building eventually become obsolete and Australia Post put the property on the market. The entire property has been developed in two parts. Kennards Self Storage has developed the first 3 levels with spaces available to rent. This storage centre has some of the best value traditional lock up storage spaces in a range of sizes, with Mini Warehouses also available and climate controlled personal Wine Cellars coming soon. Storage sizes range from one cubic metre lockers to mini warehouses, catering to small business. The Centre also boasts the usual Kennards features such as meeting rooms and Wi-Fi, a delivery concierge service,

This storage centre has some of the best value traditional lock up storage spaces in a range of sizes, with Mini Warehouses also available and climate controlled personal Wine Cellars coming soon

The balance of the extra land surrounding the Kennards Self Storage property will see a luxury residential project, on 1.1ha of the site at 237 Grote Street. This Is the GURNER™ led project. It will bring together a destinational mixed-use precinct spanning 750+ residences with six-star amenity across four towers, a five-star hotel, over 15,000sqm in retail and commercial space, an entertainment and recrea- tion component and public plaza, with an estimated end value of $1.25 billion, offering locals and tourists something not currently available in Adelaide.

‘

A complimentary tea and coffee kitchenette is also available for our customers and music will gently emanate throughout the corridors adding atmosphere and warmth.

Anthony Tropiano SA Operations Manager

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FEATURE

STAYING BLUE

Team Members each year receive the opportunity to partici- pate in the PEP (Personal Effectiveness Program) by expres- sion of interest.

"Extremely helpful and efficient staff. Always going above and beyond to help my business, from storage to receiving and dispatching goods. I can not thank Ilesh, Pratika and Manita at Prospect enough, they do an amazing job." "Excellently, truly helpful team. The facility is immaculately clean, I have had my stuff here for 14 months and even just got to add some beautiful antiques without having to get a bigger space, which was great news. As always, genuinely supportive and helpful staff are what makes a storage facility stand out from the rest - I will recommend Brookvale to my friends - nothing is more reassuring than opening your locked shed door and immediately seeing everything is exactly as I left it, still in great condition. The entire place is kept immaculately clean. 6 stars!" "What a great team at Kennards West End. They are so helpful and friendly. We can highly recommend Kennards. 5 star service!" "Chris and Reanna are very helpful, friendly people. Easy to deal with. All in all a great experience hiring a storage locker at Cleveland. Thank you lovely people." "This is my third time using Kennards Self Storage, the staff are very friendly and profes- sional at Mile End. Easy and clear to understand how the storage works." "Waterloo are the best storage solution in Sydney. Have been a user for nearly a decade and they have never disappointed."

T his involves completing the LSI1, Lifestyles Inventory “Self-Description” where Team Members complete a series of questions which are then translated into the LSI Circumplex. The circumplex groups the results into three clusters: Constructive, Passive Defensive & Aggressive Defensive. The LSI1 is how we view ourselves, and how we ourselves influence how we present and behave towards others. The Leadership Team in October last year took part in the PEP program which involved competing an LSI1 and LSI2. The LSI2 is the description by others. Each member of the Leader- ship Team chooses up to ten or so people with whom they work closely to complete the LSI2. Like the LSI1 the results are translated into a separate circumplex, providing the leader with a self-description and a description by others commonly referred to as 360 feedback.

The results are then unpacked under the facilitation of Tim Ferris. The results of the LSI1 & 2 are compared and dissected for opportunities to improve. The LSI program is about becoming a more effective individual. The LSI circumplex shows with clarity where the opportunities exist for the Leader. With Tim’s help the leader can interpret and understand the results and develop an action plan to become a more effective individual. Why do we do this? KSS has always had a strong commitment to people development. The Leadership Team goes through the program generally every two years. The program helps grow the individual, providing greater self-awareness, improved relationships, and overall work satisfaction aligning leadership behaviours with the goals and values of the organisation.

Darren Marshall Chief Operating Officer

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TRAINING

Having a constructive relationship with oneself, as emphasized in the LSI framework, is foundational for personal growth and well-being. It fosters self-awareness, acceptance, and continual development, leading to a more fulfilling and purposeful life. Well done to our Team Members who attended PEP recently. PEP 2024

PATHWAY TO CONTINUED SUCCESS To thrive in an environment driven by numbers and deadlines, cohesion and collaboration are paramount. Recognising this, the Finance Team embarked upon our first off-site workshop aimed at enhancing our bond as a team, increasing our technical knowledge, refining processes, and igniting collec - tive growth.

L to R: Wayne Brown, Chi Ly, John Duong, Leng Tang, Kenneth Zhang, Judith Robinson, Doris Wang , Cindy Dou, Julia Yan, Mary Nessek.

T he day began with our master facilitator, Wayne Brown, guiding us through a refresher of our DISC profiles and how the combination of our styles can foster a supportive and productive work environment. How we interact as individuals leads us to analyse the different stages of team develop- ment (forming, storming, norming and performing). It was now time for us to be introspective in terms of, what is our purpose, where are we currently as a team, where do we want to be and how do we get there? Being honest with ourselves, we agreed there were elements of each different stage which were working for us and against us, as a team. We agreed our purpose and outlined our mission statement - To deliver timely, accurate and reliable financial information to support business decision making and commercial success.

team with some technical accounting training, letting the nerds within us all go a little wild. With the groundwork laid and the team dynamics primed for success, Wayne guided us though what it means to have a questioning culture, why it is important and how do we best embrace it. Through a brainstorming session and candid discussion, the Finance Team identified key areas for improvement, from automa- tion of processes and streamlining internal processes to enhancing communications. Armed with newfound clarity and a shared sense of purpose, we set about crafting action plans tailored to address some of our pain points and a timetable to hold us all accountable. While the day was long, it was packed with insight, laughter and a few aha moments but with a focus on the year ahead and pathway to continued success. Judith Robinson Chief Financial Officer

Above L to R: Daniel Pereira, North Lakes, Alex Nelson, St Marys, Daniel Katsidis, Bankstown, Jake Colosimo, Craigieburn, Caitlyn Biscoe, Sandgate, Justin Lui, TSM VIC, Maddie Lowry, Wetherill Park, Cindy Dou, THQ, Emma Fraser, Mt Eden, Damian Reid, Coorparoo, Maree Sullivan, Napier.

Next it was our external auditors time to shine as they provided the

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FEATURE

DISASTER REVIEW

"Being a furniture Removalist I use self storage centres almost on a daily basis. I highly recommend Emily and her team at Kennards Hoxton Park for their service and expertise. Really helps to have someone on your side regarding the endless complexities faced inside the self storage world." "Such amazing service from the boys today. Thank you so much for all your help. Definitely recommend Kennards Port Melbourne." "To be honest with everyone, the team and place have been more than exceptional with me and my patience... communication is at its best, thanks team Napier." "Recently having used the facilities at Kennards Self Storage Mt Eden, I wish to state that I found this was an excellent facility for vehicle access, width of corridors, size of lift, size and number of trolleys etc. The staff were friendly and profes- sional, maintaining great communi- cations throughout my tenure there. Nothing was a problem. A totally professionally run facility." "Kennards Self Storage in Hawthorn was so convenient to store by belongings while I moved home. I always knew my belong- ings were secure no matter the weather and time of year. The staff were exceedingly friendly! I would 100% use Hawthorn branch again." "Just want to acknowledge the fantastic customer service and friendliness and help provided by Nilesh and Shrut at Yeerongpilly. Highly recommend this storage facility and the team."

A t the time of writing this article, it will be 12 months since the flooding events of Cyclone Gabrielle in Auckland, more so in the Hawkes Bay, followed by the Three Kings unit fire. With the flooding events, we were fortunate in that none of our sites were affected, but our communities and customers were in a massive way. Auckland had flood levels not seen in a century while the Hawkes Bay had significant flooding of the entire district, that in areas took months to completely recede, and the Napier town was without power for over seven days. KSS supported the Hawkes Bay with donations of boxes to support agencies providing relief to affected families. Our team were onsite, including myself, to ensure the gates were manually opened and customers were able to access their unit, and our presence on site also continued the security monitoring we normally provide by CCTV. The Three Kings fire started from one customer’s unit, from what I will describe as one silly careless act that resulted in two fire sprinklers opening. While that is bad enough, the impact was greater as the unit was located on the third level and water only flows down… We had over 200 customers affected to various degrees however our quick recovery efforts minimised the impact and the event was resolved within the next week.

like this shows how far the business has come in my tenure and no matter how difficult the situation, we always recover and return to normal. We always review our emergency response post event to learn what we did well and what we can improve on, you can call it our disaster care factor, as no matter what happens, it is how we react and fix things that the customers see and they judge us accordingly. This brings me to how Team Members can help in their every day routines before any potential disaster occurs. Firstly by ensuring Protection Cover discussions are handled the best we can at both sign up and Care Call touch points. Also, by ensuring we have all the best contact details; phone, email and alternate contacts. One thing I know in a site emergency, the faster you can contact a customer, the easier and less damage seems to result in the worse event cases like a flood. When the Three Kings fire customers were contacted, it was those customers we could reach the quickest, and came down to inspect their unit, that were saved from the worst. I would encourage all Centre Managers to check your sites Emergency Response Plan (ERP) and ensure all the details are still correct. In the unlikely event of a disaster event you will thank yourself that your ERP is up to date and you can action things quickly with less panic, more accuracy and better execution. Andrew Kirkham NZ Operations Manager

Upon reflection, our efforts and experi - ence with recovery from emergencies

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FEATURE

SOMETHING DIFFERENT IN 2024

2022

2023

T he Achievement Dinner is our exciting annual event held in Sydney generally around August. It is a night when our teams come together to recognise their achievements throughout the year. Traditionally on the night we would witness presentations for Service Awards from 5 to 25 years plus, with the 10 years Hands in Cement ceremony being the highlight for this category. Other categories include Raving Fans, Freedom Awards, Rookie Of The Year, Scoty Distinction Awards and the highly anticipated Gold Scoty presentation to wrap up the gala style night. In 2020 Covid forced the event to move online, as we were unable to all gather in the one location. Using our social enterprise platform Viva (formerly Yammer) the spirit of the Achievement Dinner was kept alive. The teams were presented with their achievement awards generally at their own storage centre, and pictures were taken and posted on Viva. The Team rallied behind the spirit of the awards by posting wonderful messages of encouragement and congratulations for all the award recipients. Come 2023 a year Covid was mostly forgotten, the Achievement Dinner returned to its former glory, boosted by the fact it was our “50th Birthday” celebration for Kennards Self Storage. As a result, we experienced our largest turnout for the night.

As wonderful as they are, these nights have presented some challenges. The sheer size of our business now, has made the awards ceremony quite lengthy, impacting the time left for teams to enjoy socialising with their fellow Team Members. The idea to streamline the event to allow Team Members more time to reconnect with everyone was important to consider. Given the success of using Viva some of the presentations in 2023 were moved onto Viva, reducing the number of awards traditionally presented at the dinner. This created more time to catch up with each other. Fast forward to 2024, it's time to reimagine our awards night. How do we get more people involved and make it easier to attend without losing the very important spirit and excite- ment that has been created around the event. Reimagine we have done, and something new we’ll try! 2024 will see the event change from one night in Sydney to five nights, one in each state. The same effort will be applied to make sure each night is special. Our hope is that with state-based celebrations we maintain what has been created in more intimate gather- ings, providing a platform for teams to celebrate and connect, fostering a sense of camaraderie and teamwork. Tony Vuong Head of Operations

2019

2016

2013

2010

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FEATURE

BRIDGING CONTINENTS, TENANT INC VISIT AUSTRALIA

L to R: Winston Liu, Chris Delgado, Darryl Hodgson, Fiona Harding, Lance Watkins, Jeff Xanthos, Tony Vuong, Sam Kennard, Darren Marshall, Javier Perez, Manjax Bangalore, Chi Ly, Deepa Chirayath, Sneha Jose.

I n the last week of February we had the pleasure of hosting the Tenant Inc team all the way from America! Their team made the long trek to collaborate with us face to face on building Hummingbird. Each day kicked off with workshops where we dove deep into operational practices and expectations. The agenda was tight but enthusiasm palpable. From sorting out details for how Hummingbird will work during daily and banking through to the most important parts of the customer contact and communication experi- ences and the usability of the website. It was a great opportunity to build some camaraderie between our Aussie team and the Tenant Inc crew. We even managed to bridge the gap between our Aussie slang and their American lingo… a little. A big thank you must go out to our mates from Tenant Inc, including Lance and developers Sneha, Chris, and Manjacks. Likewise, the mountain

in the differences between domesti- cated Koala’s and native Drop Bears, we had them photographing Cockatoos and Bush Turkeys and they’ve headed home with a deep-seated fear of Bunyips. To cap off the week, I had the pleasure of showing the Tenant team around our Sydney storage centres. They got to meet our fantastic Centre Managers and Team Members, who welcomed them with open arms. It was a perfect way to round out the visit and give our new friends a taste of our hospitality. Looking ahead to the future, there is still a great deal to do. The ideas and agreements made in February now need to be built or incorporated into the software. We’re feeling very optimistic about Hummingbird. With the hard effort put in during our time together, we’re aiming for launch in 2025! We’ll keep the energy up, the ideas flowing, and get ready to soar to new heights with Hummingbird. Darryl Hodgson NSW Operations Manager

of preparation and coordination completed by Deepa, Winston and Jeff.

‘

Looking ahead to the future, there is still a great deal to do. The ideas and agreements made in February now need to be built or incorporated into the software

The atmosphere was open and cooper- ative the whole time and they were great to work with. We shared ideas, cracked jokes, and worked as a team. Our goal is that Hummingbird can become the best software in the self storage game. ‘

With the serious stuff out of the way we were able to regale and terrify them

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FEATURE

DIAL IT UP!

MERCHANDISE RANGE UPDATE Although renting out storage units is the core of our business, did you know that merchandise sales contributes to approximately $6.5 million in annual sales?

suggestions from customers and also our teams. Let’s face it our teams are the eyes and ears for the business, your feedback is valuable and over the years we have introduced some new items to our range as a result of this. We introduced the Bike Box to our range Mid 2020 and over the course of this time we have sold 3,825 Bike Boxes equating to $115,000 in revenue. Late November 2022 we introduced the Pyramid Kraft Paper. This product compliments the Bubblewrap and Butchers Paper. Since introducing this product we have sold a total of 3,500 units with a retail value of $70,000. The addition of the Honeycomb Bottle Sleeve to the merch range compli- ments our current range. This new product is ideal for the fussy wine customer wishing to protect their bottle during transit. The honeycomb pattern adds a protected cushioning barrier for bottles. The Pyramid Kraft Paper and Honeycomb Bottle Sleeve are two products our competitors do not offer, making the KSS Box Shop the ideal place to purchase all your packing materials. Did you know on the Medium Heavy/ Light and Jumbo Heavy/Light there is a QR code for customers to scan and leave a review directly on that product page on the KSS website. Building reviews in this area increases the box shops visibility on Google searches. Teams have been achieving great reviews when processing a buyback, encouraging a conversation and pointing the customer to the QR code to leave a review whilst the transaction is being processed. Keep the ideas and feedback flowing. Tony Vuong Head of Operations

L ast year, we launched the "Dial It Up" initiative, sharing valuable business insights across our teams and how they compare to the rest of the company. The goal was simple: raise awareness, promote best practices sharing, and highlight subjects that may not typically be on our radar. So far, we've discussed topics like Google Review conversions, Protec- tion Cover conversion rates, and My Account uptake. The response from teams has been very positive, offering enthusiastic feedback and engaging in constructive discussions on improvement and innovation. Notably, in January, our insurance results reached unprecedented heights, showcasing significant progress. Moving forward, we aim to continue sharing insights monthly. We encourage you to actively partici- pate by sharing your ideas to improve specific metrics on Yammer or directly with other teams. Likewise, if you're curious about what strategies are working elsewhere, reach out and start a conversation. We're excited for what’s coming next. Stay tuned for more updates and opportunities for growth!

O ur boxes offer a far more superior cardboard grade compared to our competitors. Despite increased competition in the market with other retail operators introducing boxes and packing items to their standard range, our products still remain a far more superior offering in the market.

Javier Perez Head of Revenue & Commercial

Keeping up with customer demands and expectations, we receive many

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FEATURE

VIC HUDDLE TIME

"Great storage facility with excellent customer service at Wairau Valley. Unit was always accessible, clean and dry and the customer service was proactive." "It was our first time using this kind of self storage, surprisingly conven- ient! The staffs are very friendly, especially Anthony, gave us many good suggestions, and arranged space professionally in advance, thus we unload our container very smoothly! Really appreciate it! Thornleigh storage is very neat and spacious, highly recommended!" "We work with Geoff and the team at Burleigh Kennards on multiple occasions and have had nothing but the best experiences. Highly recommend!" "Wow fort knocks eat your heart out This place at Port Melbourne is large and definitely secure." "Staff were very responsive, guided me through everything, and were happy to answer all my questions. Overall excellent experience at Truganina." "The Camperdown team really went above and beyond during my recent visit. I needed to downsize my unit and Owen went through a number of options with me, showed me various units to make sure I got the best value for money and helped with recommendations for shelving. Jai stepped in with a well priced second hand shelf unit which really helped make the best use of my new space. Great team, professional and friendly. Very happy!"

Left to Right: Jesse Weston (Cranbourne), Keenan Mowat (Operations Manager), Dan La (Abbotsford1), Kamil Kaya (Craigieburn), Sam Grant (Roxburgh Park), Fabiana De Assuncao (Abbottsford1), Diane Colosimo (Truganina), Justin Lui (TSM), Bruce More (TSM), Charles Shepherd (TSM), Shane Vallence (TSM), Eli Savic (Maribyrnong)

and drinks, kindly arranged by Charles, Shane, Rob, and the team.

After some conversation regarding the buggy’s top speed and braking ability a few of the team embarked on a guided tour of Maribyrnong that included the “hard to find” Mezzanine that stumps many new team members. While the 4-person buggy went under the stress of carrying five people on the thirty- two-degree evening, it was an excellent opportunity for the team to have a guided tour that highlighted the transi- tion from Millers to Kennards. As always, huddles are an excellent way to see other centres and get to better know the team. Thank you to everyone who was able to make it, Thank you to Charles, and the team of TSMs and finally Eli and Tania at Maribyrnong for letting us commandeer their centre for the evening. We now know KFC can be difficult to clean off the bench tops.

K icking off Victoria’s social calendar this year, our very own TSMs hosted a huddle at Maribyrnong on the 28th of February. The quick team filled the carpark at Maribyrnong, not missing the opportu- nity to catch up with other Team Members face to face. The evening was filled with an abundance of food

Beth Mafrici VIC Operations Manager

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CHARITY

THANK YOU KSS FOR YOUR SUPPORT OF HOME IN A BOX! We are so grateful to KSS for your fantastic support of the Mercy Foundation’s Home in a Box project. Home in a Box provides brand new, high quality homewares to families and individuals who are moving into their own home, after a long experience of homelessness. best to them, for warmth and comfort so they can start a new life."

Due to budget and distribution constraints, Home in a Box is only offered to services in the Sydney region. With the support of one of our Board members, we are thrilled to be able to support these families in Broken Hill, and we know that the homewares will all arrive safely, packed in KSS boxes.

In the last few weeks, Home in a Box sets have been sent to:

• A woman with complex physical and mental health needs, and a long experi- ence of homelessness, • An Aboriginal woman with life threat- ening health conditions, who was homeless for a number of months,

Leesa Feilen, Projects and Comms Lead for the Mercy Foundation

M ost people who experience homelessness are living on a low income and don’t have the financial resources to start a home. Home in a Box helps people settle into their new home, lay down roots and restart their lives. Since the beginning of the project in 2013, Kennards Self Storage has provided us with large boxes to pack the Home in a Box sets into. This has been an incredibly valuable gift, enabling us to transport the sets in strong, reliable and great quality boxes. Since 2013, with your help, we have helped set up a warm and welcoming home for 590 households! Recently, a caseworker from Broken Hill approached us about the possibility of receiving Homes in Boxes for six families experiencing homelessness, soon to move into housing. All were victim/ survivors of family and domestic violence and currently residing in a refuge. Five families will be moving into public

housing, another into private rental. The worker wrote that:

• A man who was rough sleeping for seven months,

‘

• Another who was homeless for two years, sleeping rough and couch surfing,

As we approach the cooler months, with

• A woman in her late 40’s who was sleeping rough and couch surfing for many years. As we approach the cooler months, with your help, we are creating warm and inviting homes for families and individuals who have experienced the most difficult times.

"In Broken Hill, it is very difficult to source household items for clients when they move into their forever home. Local services use second hand products which is what we have been using so far. However, in our client’s best interest, especially after all the trauma they went through, we really want to offer what is ‘ your help, we are creating warm and inviting homes for families and individ- uals who have experi- enced the most difficult times

Thank you KSS for your continued support of this life-changing project.

Sue Mowbray CEO, Mercy Foundation

To learn more about the Mercy Founda- tion and their Home in a Box Project Google Mercy Foundation or go here: https://www.mercyfoundation.com. au/our-focus/ending-homelessness/ home-in-a-box-project/

14 Kennards Kourier April 2024

TRAINING

CULTIVATING A GROWTH MINDSET

In the bustling world of deadlines and targets, where productivity reigns supreme, a key ingredient often overlooked is the mindset we bring to work at KSS each day. Enter the concept of a growth mindset—an idea that isn't just a buzzword but a powerful psychological tool for enhancing workplace productivity and success.

A t its core, a growth mindset is the belief that our abilities and intelligence can be developed over time through dedication, effort and perseverance. This stands in contrast to a fixed mindset, where individuals believe their talents and capabilities are static traits that cannot be changed. In the workplace, cultivating a growth mindset can have transformative effects on how Team Members approach challenges, collaborate with colleagues, and ultimately, achieve goals. Let's delve into the principles of a growth mindset and its profound impact on productivity. Firstly, individuals with a growth mindset see challenges as opportunities for growth rather than daunting obstacles. They embrace learning experiences, viewing setbacks as valuable lessons that propel them forward. This outlook fosters resilience and a willingness to step outside comfort zones, essential qualities in today's dynamic work environments. Moreover, a growth mindset encourages a culture of continuous improvement within teams

and organisations. When teams believe that skills can be developed with effort, they are more likely to seek feedback, engage in skill-building activities, and take on new responsibilities. This not only enhances individual growth but also contributes to the overall adaptability and innovation at Kennards.

fuels creativity, problem-solving, and the sharing of ideas, leading to more effective team dynamics and outcomes. In essence, cultivating a growth mindset at work is not just about individual development—it's about creating a culture that thrives on learning, resilience, and collaboration. By embracing the belief that talents can be cultivated and challenges are stepping stones to success, we can unlock our full potential, driving increased produc- tivity and success at Kennards. The psychology of motivation, rooted in a growth mindset, serves as a clear roadmap to personal and professional success. This mindset empowers individuals to transform challenges into opportunities, through teamwork and collaboration. So, as you step into the office, keep in mind: the transforma - tive power to cultivate a growth mindset resides within you, poised to unlock new levels of productivity and achievement.

‘

CULTIVATING A GROWTH MINDSET AT WORK IS NOT JUST ABOUT INDIVIDUAL

DEVELOPMENT—IT'S ABOUT CREATING A

Furthermore, the impact of a growth mindset extends to teamwork and collaboration. Team Members who believe in the potential for growth are more inclined to support and uplift their colleagues. This collaborative spirit ‘ CULTURE THAT THRIVES ON LEARNING, RESILIENCE, AND COLLABORATION

Wayne Brown Learning & Development Manager

15 Kennards Kourier April 2024

PROPERTY

MORE SPACE ON THE WAY!

Meadowbrook QLD

A part from those exciting buildings currently under construction at KSS, the Property Development Team is working on a bundle of projects for new self storage centres under the Preliminary Design, Planning Approval or Tender stage. This 5,765sqm L-shaped site is in the beautiful coastal town Kiama, which is only moments away from Kiama Beach and a short drive to Kiama Railway Station and Kiama Harbour. This mostly-level land in the heart of Kiama will allow KSS to fill up the gap between Wollongong and South Nowra. We are going to propose to build 3 buildings (one is 3 storeys, and the other two buildings are 1 storey) with a gross floor area of 6,637sqm. A Development Application is going to be lodged in the next couple of weeks. Another multi-storey storage sentre is under the Planning Approval stage in Brunswick, Victoria. This upcoming new centre is located 5km north of Melbourne CBD. The proposed development includes the demolition of the existing building and Kiama (NSW) Brunswick (VIC)

construction of a new 6 storey self storage centre. The proposed Gross Floor Area is approximately 17,500sqm. The building façade will not only accommodate typical KSS design features but also apply a modern greening system that presents ecologically meaningful and aesthetically pleasing building elements. The KSS map in Queensland is expanding! This upcoming project is located in the City of Logan area in Queensland. This will be a managed centre. The project includes 4 self storage buildings and will be developed in 4 stages. Stage 1 (Building A) is now under the Tender stage, reviewing the prices from competitive builders. The proposed building is a 4 storey building with a Gross Floor Area of 6,288sqm and a Net Lettable Area of 4,136sqm. Situated in an aged building, the new storage centre acquired last year is planned for a transformation into a 3 storey new self storage facility. The proposed building includes a proposed Gross Floor Area of 8,849sqm, which is going to bring fresh and significant improvements to the local streetscape. Meadowbrook (QLD) Balgowlah (NSW)

Keep an eye out for updates as the design phase unfolds!

Michael Macheledt, Craig Henery, Felicia Yu and Scott Choi, Property Development Team

Balgowlah NSW

Brunswick VIC

Kiama NSW

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PROPERTY

SPOTLIGHT ON CRAIGIEBURN

H ello, Kennards Self Storage family! We’re excited to welcome you all to one of Kennards Self Storage’s recent purpose-built facilities – Kennards Self Storage Craigieburn. Located 40kms North of Melbourne’s CBD, Craigieburn is one of metropol- itan Melbourne’s most significant and exciting growth corridors, with developments in nearby Donnybrook, Kalkallo, and Mickleham among others, creating a major need for affordable, secure storage options. Our centre has been servicing that need since September 4, 2023. It is ideally located right on the Hume Highway, just 300m from a very busy Bunnings Warehouse and surrounded by open land that allows the four

contemporary buildings, with 537 storage units totalling 5,621sqm of rentable space, to stand out and make an impression. The state-of-the-art office features Kennards Self Storage’s beautiful new office design and LED Size It room. It has also been built with a “secret” door to the storeroom (but you didn’t hear about that from us), and the frameless glass door that provides access to our conference room, kitchenette and parcel room is a real statement piece. After six months, we are very proud to already be sitting at 37.5% occupancy, which is well ahead of all expectations and illustrating the advantages that come with our location and relative lack of nearby competitors. Our Enterprise Spaces have attracted plenty of

attention, while self storage customers have been giving our brand-new trailer a real workout, filling personal spaces both large and small. We’re excited to see what the next six months will bring now that we’ve established ourselves in Craigieburn, especially once our Grand Opening Special ends. Further down the track, the large open space outside our office is set to be home to a number of restaurants and retailers, and we’re looking forward to seeing it take shape. Kamil (pictured above left) is hoping there will be a childcare centre, while I (pictured above right) am salivating at the prospect of a Guzman y Gomez within jumping distance!

Kamil Kaya and Jake Colosimo KSS Craigieburn VIC

17 Kennards Kourier April 2024

NEV’S NOTES

NEV'S NOTES

Neville Kennard (1937 - 2012) Founder of Kennards Self Storage, enjoyed and was very passionate about expressing his ideas. These little gems have been appreciated by many in KSS. We will continue to publish his ideas that we have in stock. Enjoy!

GOVERNMENT DOESN'T WORK, AND THAT'S THE WAY THEY LIKE IT

Governments love to interfere and get involved in people’s lives. They find ways to make themselves “needed”. Governments regulate and seek to control to bring about an end they deem to be desirable, or at least politically and electorally popular. Promises of hand-outs, regulations, subsidies, Commissions, and Authorities, buy votes. They use other people’s money to favour their chosen groups and constituents.

T hey never work, these Commis- sions, Authorities, subsidies and regulations. The Unintended Consequences outweigh and negate any benefits that the intervention may bring. But the Commissions, Authori- ties, new government departments, armies of bureaucrats, even though they never succeed in accomplishing their goals, never go away. They fail, but they don’t disappear. In fact, failure is very important to a government program. If a government program succeeded in its goal, if it achieved its end, it could be dissolved because it had “succeeded”. But then all these bureaucrats and officials would be out of a job! So it is important that all government programs fail. The failure gets blamed on “insufficient funding”,

“inadequate resources”, “lack of power and authority”. And thus more funding, a bigger budget, some new regulations are sought; the bureau or department can thus grow, employ more bureau- crats, become more important and, of course, get higher salaries. Thus, you see, it is important that Government Does Not Work. Govern- ment will never work. Government must fail. Then it will grow and prosper, at the expense of course of everyone else. Government will grow, taxes will increase, the private sector will shrink under the burden, “Market Failure” will get the blame and the system will grind itself into stagnation.

in the hands of a popularly elected government — Of the People, By the People, For the People? Or is it really “Government of the People, By the Government, For the Government”? But the vast majority still believe in the need and the efficacy of their govern - ment; especially when it is a democrat- ically-elected government; makes people feel like it is “their government”, “our government”, “my government”; that each vote actually counts and it is not really the tyranny of the majority.

March 24th, 2011

But isn’t it good to know that we are

18 Kennards Kourier April 2024

PEOPLE

CUSTOMER FEEDBACK "I am writing to express my sincere gratitude and commendation for the exceptional level of customer service I have consistently received at Kennards

ated as a customer. Her efforts to foster a positive, supportive, and friendly environment are truly commendable. Additionally, I have had numerous interactions with Assistant Manager Anthony Lo, who has also demonstrated exceptional customer service. Anthony has taken great care to ensure that my storage needs are met, addressing any queries with promptness and thorough- ness. His professional, accommodating, and friendly demeanour has significantly enhanced my customer experience, making each visit to Kennards Guildford a pleasant one. Finally, although my interactions with Assistant Manager Dinesh Ghanathe have been fewer by happenstance, they have been equally impressive. Dinesh has consistently presented himself with professionalism and a friendly attitude, which aligns with the high standards of service I have come to expect from

Kennards staff. His contributions, though perhaps less frequent, have been invalu- able to my positive experiences with Kennards. The exemplary customer service provided by Kaio, Anthony, and Dinesh is a testament to their dedication and hard work, and it is one of the primary reasons I continue to seek my storage solutions at Kennards Guildford. Their collective efforts have not only ensured my needs are met but have also fostered a sense of loyalty and trust in your services. I am kindly requesting that this letter of commendation be recorded in their personal files for the purpose of career advancement, and as a token of my appreciation for their outstanding service. I believe their dedication to excellence deserves recognition and could serve as inspiration for others within your organisation." Alexander.

Guildford. As a loyal customer for many years, I have had the pleasure of interacting with various members of your team, and I feel compelled to highlight my experiences, particularly with Manager Kaio Tang, Assistant Manager Anthony Lo, and Assistant Manager Dinesh Ghanathe. Kaio Tang, in her capacity as Manager, has exemplified the utmost profes - sionalism and friendliness in every interaction I have had with her. She has consistently gone above and beyond in addressing my queries and resolving any issues promptly to ensure my satisfaction. Kaio's dedica- tion to providing exemplary customer service has not only resolved my concerns efficiently but has also made me feel highly valued and appreci-

COMMUNITY

Congratulations to proud grandfather Phillip Boniface, Assistant Manager at Macquarie Park, and son Ryan Boniface (former KSS Team Member) and wife Brittney on the birth of their daughter Kenzi, born on the 11th March.

Congratulations to Salik Ali, Assistant Manager at Hoxton Park and wife Isbah on the birth of their Daughter Momina, on the 11th February.

"Sometimes it takes only one act of kindness and caring to change a person's life." Jackie Chan

19 Kennards Kourier April 2024