KSS October eKourier

Kennards Kourier EDITION: OCTOBER 2021

OPEN FOR ALL

FLARE ONBOARDING

CUSTOMER PORTAL COMING SOON

SUGGESTION BOX GETS AN UPGRADE

RATES: WHAT TO EXPECT RATES: WHAT

THAT'S A WRAP!

1 Kennards Kourier Oct 2021

IN THIS ISSUE

Message From Sam

3

10 Questions With...

4

Team Member Profiles

5 - 6

That's a Wrap

7 - 11

Google Reviews

12

Customer Portal Coming Soon

13

Suggestion Box Gets An Upgrade

14

Flare Onboarding...

15

Rates: What To Expect

16

Digital Adoption...

16

If You Want That Rainbow...

17

Spotlight On...

18

Growth In Three States

19

Habit 7 - Sharpen The Saw

20

Kennards Backs SUTS

21

Supporting Communities

21

Nevs Notes

22

Kennards Community/Backtracks

23

NEXT ISSUE

Deadline: December 13, 2021 Editor: Sharon Munro Email: sharon@kss.com.au Distribution: January 21, 2022

Front Cover: Recognising 30 Years Service for Sam Kennard (left), CEO Kennards Self Storage, pictured with Darren Marshall COO Kennards Self Storage. Photo by Dux Creative.

Kennards Self Storage Baringa QLD

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illegal to force or coerce a person to have a medical procedure. No other vaccine in Australia is mandatory. It is heartening to see that the back-door pressure has clearly made many people very angry. The establishment and chattering classes are rationalising the reason for mandatory or coerced vaccination as a necessity to avoid a burden on the health system as the unvaccinated are more likely to become sick. It’s true they are more likely to get sick but it’s a weak argument. By that measure, we should prohibit all risky activity – surfing, skiing, horse riding, cycling, eating junk food, drinking alcohol, sun baking, and so on. Our business holds the values of freedom, choice and personal responsibility with high regard. Getting vaccinated is a good choice. My whole family is vaccinated. Equally, people are entitled to take the risk, to wait or not get vaccinated. It appears our Teams have embraced vaccination too with a strong uptake. Our business will not be mandating vaccina- tion. This is a private choice, with private consequences. We will not pressure our Team or our customers to be vaccinated. We have also now registered our business with Open For All. This is a movement that has started in the UK that opposes segregation and opposes vaccine passports. It pushes-back on the authori- tarian vaccination coercion through passports. We are not anti-vax, but we are anti-vax passport. We may be in a minority with this, but it is not unfamiliar to us to run contrarian to the masses. Another concern, vax passports also offer a pathway to further government oversight and surveillance of peoples lives. Scope creep could easily occur to enable authorities to check and monitor more of our activities. Open For All is a free market solution to vaccination preference. To learn more, go to: www.openforall.com.au. The NZ version is on its way too.

OPEN FOR ALL

MESSAGE FROM SAM Spring 2021 and we are opening another chapter in the Covid-19 Pandemic story.

T he arrival of Covid was inevitable. Elimination of the virus was nice for a while but it was only temporary. The politics of zero Covid was very rewarding for politicians, but the cost and collateral damage was largely ignored. Fear has been used to scare people in to compliance. Strangely many people suddenly expect a world of zero risk and have happily surren- dered freedoms. A plethora of rules and heavy fines have been struck on us. Unscientific controls imposed and extraordinary powers granted to the Police. Large sections of the community have acquiesced and the “Karens” found their moment. For someone who cherishes freedom, much of this has been alarming and saddening. It’s apparent Australians are not the laid-back, anti-authoritarian larrikins we think we are. Actually many are

more like descendants of wardens than convicts.

In NSW and Victoria, since our brief elimination, the re-arrival of Covid in the community was never going to be at a time of our choosing. It was inevitable and always going to be messy. Queens- land, South Australia and New Zealand are holding out. Deferring the inevitable. At this time, only NSW and Victoria have crossed the Rubicon and decided to go forward in a ‘living with it’ mindset. But the next hysteria has emerged - vaccination. The push is on by the political leaders and the media. Vaccinate or perish. Vaccinate or miss out on life and fun. Prove your vaccination to have some simple life pleasures. Regret- tably, vaccine passports seem to be inevitable. The outcome is to make vaccination pseudo-mandatory. It is

Sam Kennard Chief Executive Officer

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WHO’S WHO

10 QUESTIONS... With James Suh - Team Support Manager NSW

Above left: James trying out a Rolls-Royce for size. Right: Visiting the Great Wall of China. Below: At the beach in Newcastle

What year did you join the KSS Team?

paper work, but as the years have passed we have progressed to prodomi - nantly paperless and

I joined KSS in October 2011. Time flies when you're having fun!

all digital. Digital Agreements have made life easier, and processing Invoices online is

Tell us about your role at KSS?

I’m a Team Support Manager (TSM) for NSW, have been since day one. I really enjoy it. I like the change of environ- ment, going to different centres and experiencing different demographics and situations. I always like a challenge. Also you get to meet and work with different Team Members which is always fun. I've met many amazing and inspiring people. Being a TSM you really have to like driving and be flexible and open to change to enjoy the role. You have been with KSS 10 years now, tell us how you have seen the company evolve? I’ve seen Kennards acquiring lots of property and opening up new centres, creating more jobs at centre level and also expansions of roles at head office with additional Operations Managers.

also a breeze. I still remember when we had to mail head office to approve payments on invoices.

Training has also evolved with online courses now available in Compass. It's also great being able to access your roster online and on your phone!

I like to go to the Gym and dine out with friends (I love good food!) don’t really like cooking it though...

Favourite holiday destinations and places you would like to visit?

Would you settle down and work at just one centre?

The Gold Coast, I love the Theme Parks there. Once the borders open again I would love to go to the U.S and Japan. Where do you see yourself in 10 years’ time? Own a house in Sydney, own a Ferrari and finally settle down with a family. To sum up KSS in one word would be? Awesome!

Not at the moment. I do enjoy working with different Team Members and helping look after many centres.

Tell us about your family?

My Mum and Dad are from South Korea. We came to Australia in1994 and resided in Campsie, Sydney. Dad used to own a Japanese Restaurant, now he runs a Cleaning business.

What are some major changes you have seen at KSS?

What do you like to do outside of KSS?

In the beginning there was lots of

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WHO’S WHO

TEAM MEMBER PROF

Favourite book: The Fault in Our Stars by John Green. Favourite movie: Interstella. Favourite restaurant/food: I love Japanese food. Where did you grow up? Siagon Vietnam. Fun and packed with delicious food. You can get anywhere by motorbike. Any pets? A cat named Shiro, he is the best! Favourite holiday destinations: Japan and Malaysia.

Dennis Flack Centre Manager

Career background: Various roles, most recent in Fitness, Administration and Accounts/Payroll. Marital status? In a relationship. Any children? No thank you. Hobbies/interests: Reading, Skiing, Snowboarding and Hiking. Do you play any sport or have any special talents? Skiing, Snowboarding and Touch Rugby. Favourite book: Catch Us the Foxes by Nicola West. Favourite movie: The Old Guard (on Netflix). Favourite restaurant/food: Sushi and Doughnuts. Where did you grow up? New Zealand in a small town. Enjoyed family weekend ski trips. Any pets? Not at the moment. Favourite holiday destinations: South Island of New Zealand. I love the landscapes and mountains. Career background: I have now worked at KSS for 10+ years. Before this a Department Manager for Woolworths and was a House Painter for nine years. Marital status? Single. Any children? One child named Erica, who also has a child of her own, which makes me a Grandfather at 49! Hobbies/interests: I like to exercise and go Waterskiing in the Summer with my family in the country. I also now like to cook as I have been teachng myself during Covid. Do you play any sport or have any special talents? Don't play sport just like to walk. My special talent is my dedication to working hard at KSS Camperdown. Favourite book: Kennards Kourier. I dont normally read much. Favourite movie: Wentworth. Favourite restaurant/food: Hungry Jacks and Lord Roberts Hotel Roof Top Restaurant. Where did you grow up? I was born and raised in Mudgee NSW with wonderful parents and four sisters and one brother. Enjoying Hiking, Fishing, Camping, Waterskiing, Motorbikes and Horses. Any pets? No pets. Favourite holiday destinations: Phuket Thailand. Nicole Wiles Assistant Manager

Above left to right: Mohsen Yazdi, Gwen Nguyen, Dennis Flack and Nicole Wiles

Mohsen Yazdi Assistant Manager

Career background: I worked in Sales and Construction in my previous jobs. Marital status? Married. Any children? No. Hobbies/interests: I like watching TV Series and the Soccer and playing Video Games. Do you play any sport or have any special talents? I play Volleyball. Favourite book: All That Is Solid Melts into Air by Marshall Berman. Favourite movie: Favourite series is Friends and movie is Shawshank Redemption. Favourite restaurant/food: Various types of burgers. Where did you grow up? I grew up in Iran. A Middle Eastern country with rich ancient history and culture. Any pets? No. Favourite holiday destinations: I love travelling and wherever I go I do my best to spend time with people and learn from them.

Gwen Nguyen Assistant Manager

Career background: McDonalds, Intercontinental Hotel Sydney as Banquets Team Leader, Travel Consultant for Flight Centre.

Marital status? De facto. Any children? No children.

Hobbies/interests: I love travelling to any country I can, it's a great way to gain life experience. During Covid I have discovered cooking and baking at home. Do you play any sport or have any special talents? I am quite good at Badminton but do not play often. My talent is finding information and solutions quickly.

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WHOS'S WHO

ILES - CAMPERDOWN

Kathleen Byers Assistant Manager

Career background: Customer Service for 35 years, roles included Hairdressing, Hospitality, Education, Natural Therapies and Community Service. Marital status? Single. Any children? No kids. Hobbies/interests: Camping, enjoying nature, reading, walking and spending time with friends. Do you play any sport or have any special talents? I'm not in to sport, prefer a hike or Yoga. Favourite book: The Celtic Way of Seeing by Frank MacEowen Favourite movie: Life Aquatic. Favourite restaurant/food: Something healthy and full of flavour! Where did you grow up? I grew up in the St George area of Sydney. Any pets? No pets. Favourite holiday destinations: Spain, Ireland, Scottish Highlands and the Australian Desert. Career background: Business owner of a Commercial Kitchenware Company, distributing to the hospitality industry on the Gold Coast. Marital status? Single. Any children? No. Hobbies/interests: I enjoy cooking and painting. Do you play any sport or have any special talents? I play Tennis. Favourite book: Shantaram by Gregory David Roberts. Favourite movie: Erin Brockovich Favourite restaurant/food: Tuna Ceviche and Freshly shucked Oysters with Thai Vinaigrette. Where did you grow up? Moree NSW, an agricultural country town, famous for its Natural Mineral Springs. I completed a Commercial Cookery Apprenticeship there enabling me to further pursue my career. Any pets? Two Cats; Putay 17 and Misty 6. Favourite holiday destinations: Cairns QLD, I have yet to travel overseas. Andrew Baker Assistant Manager

Above left to right: Kathleen Byers, Andrew Baker, Peter Humphries and Ben Morton

Career background: Retail and Sales background. Film and TV experience. Marital status? Single. Any children? I am a cool Uncle to two kids, Josh and Chloe. Hobbies/interests: I am very creative in my spare time, drawing, writing and making films. Do you play any sport or have any special talents? I am a qualified Special Effects Makeup Artist and even helped on the Rugby World Cup opening Ceremony. I have also won Best Short Film twice. Favourite book: The Neverending Story by Michael Ende. Favourite movie: Star Wars Favourite restaurant/food: Mexican. Where did you grow up? I grew up in Tamworth NSW, a country town well known for its Country Music. It was a small but also intersting town. Any pets? A cat called Tiger. Favourite holiday destinations: Mexico. Any children? No. Hobbies/interests: I love travelling and seeing the world. I also like to watch sport. Do you play any sport or have any special talents? I used to play Field Hockey and Tennis. Favourite book: A Fine Balance by Rohinton Mistry. Favourite movie: 5th Element. Favourite restaurant/food: Middle Eastern food. Where did you grow up? I grew up in Blacktown, Sydney. Lots of open spaces and diversity. Any pets? No, I love travelling too much. Favourite holiday destinations: Spain, Spain and Spain, can't get enough! Benjamin Morton Assistant Manager

Peter Humphries Assistant Manager

Career background: Customer Service Background. Casino Industry, Travel Industry and the Sydney Organising Committee

of the Olympic Games. Marital status? Single

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FEATURE

THAT'S A WRAP! 10 YEARS SERVICE

Below: top left pic, left to right: Dennis Flack (Camperdown), Anthony Lo (Wetherill Park), James Suh (TSM NSW), Kemal Sermen (Chatswood), Randy Rigor (Hoxton Park), Christian Archer (Marrickville). Top right pic: Azam Muhammad (Truganina), Daniel Huntington (Ivanhoe). Bottom left pic: Gordon Iyere (TSM QLD), Wayne Boyle (TSM QLD), with Nicky Goodwin (QLD Ops Mgr) presenting. Bottom right pic: Tony Vuong (General Manager of Operations) with Darren Marshall (COO) presenting.

W e were excited there was a glimmer of hope we could all get together for our Annual Awards night, sadly the event was cancelled due to the “L” word, grrrr. Never fear, in the spirit of FREEDOM and thinking outside the box, as they say “The Show Must Go On.” Yammer. It was great to see all the lovely comments and well wishes from Teams across all sites. We were entertained with some original and funny presentations, our traditional 10 Years Service Awards with the Hands in Cement ceremonies was a hit. The finale, with the surprise presen- tation for Sam’s 30 Years of Service Award was truly a beautiful moment to remember. For a moment I think SK thought we forgot about him! Congratulations everyone, we are all winners and blessed to have the opportunity to work in such a wonderful family business. months, adjusting to changes within our personal and also work lives. That’s already an achievement on its own. Once again we celebrated our Teams milestones and achievements through Congratulations to all recipi- ents, another great year of achievements. 2020/2021 was another turbulent year with unpredictable lockdowns across all states in Australia and even New Zealand. Everyone deserves a pat on the back for the past 12

5 YEARS SERVICE Above left to right: Janice Nichols (Virginia) with Nicky Goodwin (QLD Ops Mgr) presenting, Bianca Adattini (Wetherill Park), Duncan Robey (Moore Park), Kaio Tang (Guildford), Alex Nelson (St Marys), Chi Ly (THQ) with Anthony Rous (CFO THQ) presenting, Shona Kitchen (Palmerston North), Katie Jones (Three Kings), Nicky Goodwin (QLD Ops Mgr), Tania Norris (Maribyrnong), Jim Gavin (Castle Hill), Johnny Tov (Moore Park) with Carolyn Coates (NSW Ops Mgr) presenting, Lenci Taylor (Belmont), Monti Sehrawat (Prospect), Terry Langley (Wentworthville) with Darryl Hodgson (NSW Ops Mgr) presenting, Michelle Cooper (Chatswood) with Carolyn Coates (NSW Ops Mgr) presenting.

See you next year!!!

Tony Vuong General Manager Operations

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FEATURE

FREEDOM CERTIFICATES AND AWARDS

Right left to right: Carol Dunne (Sandgate), Craig Kemp (Klemzig), Aaron Petty (Belmont), Brittany Ahern (Miranda). Below left to right: Nilesh Rawal (Thornleigh) with Nicky Goodwin (QLD Ops Mgr) presenting, Dennis Flack (Camperdown) with Carolyn Coates (NSW Ops Mgr) presenting, David Bauze (Newstead) with Nicky Goodwin (QLD Ops Mgr) presenting, Terry Langley (Wentworthville) with Darryl Hodgson (NSW Ops Mgr) presenting, Steve Narayan (TSM NSW), Sharon McIntyre (Maroochydore) with Nicky Goodwin (QLD Ops Mgr) presenting.

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FEATURE

THAT'S A WRAP!!!

RAVING FANS

30 YEARS SERVICE

Raving Fans - Top left, top to bottom: Jai Gudhka (Prospect), Terry Langley (Wentworthville) with Darryl Hodgson (NSW Ops Mgr) presenting, Chantal Bastiaans and Sharon McIntyre (Marooch- ydore) with Nicky Goodwin (QLD Ops Mgr) pesenting. 30 Years Service - Left: Sam Kennard (CEO). Below: Tony Vuong (General Manager Operations), Sam Kennard (CEO), Darren Marshall (COO). Bottom: Rookie Award - Simeon Worn (Three Kings) with Andrew Kirkham (NZ Ops Mgr) presenting. 15 Years Service - Top right, Left to Right: Mark Montgomery (Wairau Valley), David Bauze (Newstead) with Nicky Goodwin (QLD Ops Mgr) pesenting, Amy Roberts (THQ) with Sam Kennard (CEO) presenting, Phillip Gallop (Rydalmere) with Sam Kennard (CEO) presenting, Clint Thompson (Erina), Sharon Munro (THQ) with Sam Kennard (CEO) presenting, Joel McDonald (Frenchs Forest) with Sam Kennard (CEO) presenting, Mary Nessek (THQ) with Sam Kennard (CEO) presenting.

ROOKIE

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FEATURE

15 YEARS SERVICE

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FEATURE

THAT'S A WRAP!!!

SCOTY GOLD

Most Improved St Marys: Alex Nelson, Rick Turner

Milton: Kylie Page, Tanya Brown

Commitment to - Operational Excellence Gladesville: Anton Robertson, Anthony Heng (pixtured top middle)

Sustainable Income Growth Mittagong: Tom Moxley, Col Fuller

Occupancy Growth Klemzig: Craig Kemp, Natalie Wynd (pictured second middle)

Maribyrnong: Tania Norris, Eli Savic (pictured third middle)

Sustainable Business Performance Three Kings: Simeon Worn, Katie Jones (pictured bottom middle) SCOTY Gold Chermside - Daryl Whittaker, Glen D’Souza (pictured far right top), Milton - Tanya Brown, Kylie Page (pictured far right middle), Brookvale - Daniel Costa Pereira, Jared Mobbs (pictured far right bottom), Chullora, Gladev- ille, Belmont, Artarmon2, Penrith, Petersham, Miranda, Hoxrton Park, Kirrawee, Prospect, St Marys, Mona Vale, Mittagong, Wollongong, Virginia, Castle Hill, Sandgate, Wentworthville, Caringbah, Pymlbe, Erina, Mayfield, Warana, Cardiff, Ultimo1, Hawthorn, Kingsgrove, Warriewood, Auburn, Homebush, Warrawong, Flemington, Maroochydore, Marrickville, Campbell- town1, Parramatta, Murarrie, Klemzig, Newcastle, Chatswood, Macquarie Park, Camperdown, Three Kings, Vermont, Wetherrill Park, Fyshwick, Thornleigh, Hornsby, Preston, Kunda Park, Maribyrnong.

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REVIEWS

OOGLE REVIEWS

AUBURN NSW First time needing storage and was assisted by Kaz and Nick. They both went above and beyond to help and answer every question. Amazing customer service. Highly recommend! PANORAMA SA Great Staff, very easy to deal with! Storage Unit was very handy, 24 hour access. Had our storage unit for just over 18 months with no issues at all! Thanks again! WEST END QLD Very efficient, helpful staff and the place is always clean. We have used Kennard‘s self storage at 53 Bank Street, West End for three years. We have never had any problems and would highly recommend it for storage. PYMBLE NSW Always such excellent service! Have had to make a few returns via parcel point and dropping it off here is so easy and convenient. Thank you! GLADESVILLE NSW The Customer Service attendant at the Gladesville branch was very kind. He went and tied up my boxes perfectly as he realised I was going to walk with it for 15 mins back home. He took his time to secure the boxes so they didn't fall as I walked. Also very clean area as well. SOUTHPORT QLD Customer service was amazing ! Bol was so helpful and made our day with his friendly can do attitude. Thanks for making our move less stressful WATERLOO NSW Natalle was welcoming and friendly, took the time to explain everything and show everything in detail with a smile, thank you.

MT EDEN NZ Have rented storage in the past and recently purchased some boxes online and collected within the hour! Would recommend to anyone needing storage or packing supplies, couldn't be easier! Amazing service. Bought some packing items for my upcoming move and received a call within the hour to let me know they were ready. Very friendly service - I received a warm welcome and they even carried the items to my car. Too easy! Highly recommend. MILTON QLD Tanya was amazing! She showed me through my options and had me signed up and ready to move in minutes! Kennards Milton is one of the few storage facilities that offers 24-hour access and it is very reasonably priced given its proximity to the city. Thanks for your amazing help Tanya! NORTH MELBOURNE VIC Amazing services, great location as it is right next to the CBD. The price is very reasonable. The first time I used Kennards North Melbourne, all communication was by email and phone call. I got the perfect storage unit for my stuff when moving houses. Adam and Suzanne are very friendly - thanks guys. Can highly recommend Glenn from Kennards. The way he gave me precise information and assisted me in what I was looking for is commendable. Also he followed-up with me on time and I was impressed with customer service! Kudos! BELMONT NSW Friendly, flexible and competent. Able to give good advice on practical aspects of packing materials and packing techniques. CARINGBAH NSW CHERMSIDE QLD

BELMONT NSW

FLEMINGTON VIC Have used Kennards at Flemington for work purposes and now I have the need to store some household items. Adam has been ever so helpful, so I’d highly recommend using Kennards at Flemington. ST MARYS NSW Awesome experience! We stored our whole house in a 3 × 3 unit, equivalent to a half garage and we were amazed to see that we still had space in there for more things. Great prices and afford - able units. Lovely people with awesome customer service. We will definitely be storing our goods with Kennards St Marys in the near future. Great communication, friendly atmosphere and staff are very helpful, accomodating and informative. You don’t get customer service like this in many places anymore. Highly recommend. Clean, well run and helpful staff. This was my first 'storage experience' and it was a simple, straight forward process to book and use. I only stored a loaded trailer for a week but it was cost effective and hassle free. ADELAIDE AIRPORT SA Initial contact with Tony to sign up for storage was very professional and helpful - appreciated the time he took to discuss options and to view storage spaces available. Final contact with Kirsty on vacating the storage space - again very professional and advice re future discount available for return use and/or family, was great to hear. Thank you. MAROOCHYDORE QLD Service was nothing but perfect. Ladies are amazing, highly recommend. SPRINGVALE VIC

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FEATURE

CUSTOMER PORTAL COMING SOON

In 2019, we set a goal to reimagine our website(s) and develop an enterprise grade platform that would modernise our product offer, Brand, and ecommerce capability. To achieve that goal, we went through an extensive RFP process. Almost a year on from launching that platform, First Digital are living up to expectations and have become a valued technology and digital partner. New customers will

see the customer portal integrated directly into the rental flow, whilst existing customers will be transitioned in.

W e are seeing uplift across the board through performance in Google search, and ecommerce conversion. In the background we are leveraging rich insights delivered with the platform to make informed decisions around customer behaviour to optimise conversions and customer experience all the time. It was always our vision to compliment the experience with a Customer Portal as the next major enhancement for our valued customers. Mid-development, with an anticipated launch this year the new Customer Portal is beginning to take shape and will feature a modern-day login using email, recognising customers storing at multiple locations and will handle all of the universal self-service centric capabilities you would expect plus those specific to self storage. New customers will see the customer portal integrated directly into the rental flow, whilst existing customers will be transitioned in.

functions, they will also be able to rent additional space, buy boxes and view invoices and agreements to name some features. It doesn’t stop there, the Customer Portal will also be used as a vehicle to drive business preferences and initia- tives like being aware of insurance or recurring payment status and promoting those options when appropriate by baking in dynamic logic. The other aspect a Customer Portal offers, is a true understanding around our customer's behaviour and choices, leading to further personali- sation capability and insights which is becoming increasingly more difficult to achieve for non-logged in website visits. Like other major product develop- ment, the Customer Portal will similarly be released as an MVP (strong enough to go to market without necessarily having everything) then reiterated as we learn and leverage feedback and insights.

Not only will customers be able to perform standard self-service

Jeff Xanthos Chief Information Officer

13 Kennards Kourier Oct 2021

FEATURE

SUGGESTION BOX GETS AN UPGRADE

Some of us may be young enough (or old enough) to remember the good old Suggestion Box. That little box with a hole in the top secured with a padlock bought from BBC Hardware (Look it up). Attached to a wall normally near the Bundy Clock for punching in and out of work. Showing my age now!

their business. The intention of the Suggestion Box was honourable. I’m sure used well and taken seriously by some companies historically it went a long way to those companies being successful. The Suggestion Box has been replaced with technology, like many things at this time. Technology has allowed the sharing of information easily, it's instant and transparent. At Kennards Team Members have the ability to provide instant feedback on our own important business tools like Atlas, using the little icon in the bottom left-hand corner. Team Members can rate their online learning modules in Compass by providing a star rating. Yammer, our social enterprise, has been success- fully used to share feedback and ideas. Houston is our support system for when things go wrong or don’t work as they should. Technology has facilitated the efficient and effective communication between front line Team Members and back-end support functions. More money and time are now invested in procuring feedback, generally digital, from internal and external customers. Companies are now genuinely interested in the feedback; the investment today is a true demonstration of the commitment to continuous improvement and making the company a better place to work. Kennards is no different. If you have never thought of giving feedback through Atlas, Compass, or via Yammer you are encouraged to. We are committed to continuous improve- ment and creating a workplace where everything our Team Members do has purpose and adds value.

T he old Suggestion Box is from another time with an outdated management operating system. The purpose of this little box was to collect ideas, suggestions and anonymous feedback from the employees. All in the name of continuous improvement and fostering a positive work environment. It was cheap and easy to implement, and you wonder if anybody ever contributed to this little box. If they did, what happened to that little piece of gold. Suggestion boxes were sometimes described as no better than a paper shredder. There was no accountability and so it was impossible to measure how useful or valuable the ideas were that went into the box and if anything was actually implemented. Businesses have come a long way since the humble Suggestion Box. In saying that I’m sure some businesses still use them today. The fact that it is anonymous, is symbolic of hands-off management. There is no transparency, the culture is such that ideas, sugges- tions and feedback cannot be openly

‘ Fast forward to now, companies have come to realise the importance of listening to their Teams. Developing much better ways of collecting valuable inputs from people inside their business exchanged, they go into a box without any knowledge of who or where that little piece of feedback or idea has gone. Maybe never to be seen or heard of again. Fast forward to now, companies have come to realise the importance of listening to their Teams. Developing much better ways of collecting valuable inputs from people inside ‘

Darren Marshall Chief Operating Officer

14 Kennards Kourier Oct 2021

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FEATURE

FLARE ONBOARDING, HR SYSTEM AND BENEFITS PLATFORM

“Amazing services, great location as it is right next to the CBD. The price is very reasonable. The first time I used Kennards North Melbourne, all communication was by email and phone call. I got the perfect storage unit for my stuff when moving houses. Adam and Suzanne are very friendly - thanks guys." Chi well-managed self storage facility, with excellent ancillary services (knowledgeable staff, very good availability of trolleys, parking, long access hours, kitchen and toilets, seating area, storage materials) all at reasonable rates.” Vinay "This is the best quality and value for money storage facility in Brisbane. Very clean, spacious, good access, and competitive pricing. The staff there are exceptionally helpful. I recently asked Kevin and Ange for some help on dispatching some items and they were very accommo- dating and I was able to complete my task smoothly." Hiromi "I have used storage facilities over the years, especially having a family of grown adult children who move out but leave half their stuff! I have been with Kennards on and off for the past few years. The Mt Eden Team of Maria and Josh go over and above to provide a secure storage sign up experience with great customer service and ongoing support. I have recently downsized my unit and it was so easy and uncomplicated, thanks Maria. I will stay with Kennards as long as I need storage. Keep up the great work Maria and Josh, you are an asset to Kennards Storage Mt Eden." Ange "We found Kennards Self Storage Waterloo to be a clean, easy-access,

Above: Some companies included in the benefits program in Australia.

W e are currently working through an Onboarding System – Flare. This will operate for both Australia and NZ.

• NZ new recruits will be given access to Boost for Discount Benefits.

For existing employees:

What will Flare do for new recruits:

• Will be set up in Flare.

• It will digitise the onboarding recruit- ment process.

• Personnel files will be uploaded from the THQ cabinets and set up for Team Members to access.

• They will receive their contracts, Superannuation, Tax documents and banking details in electronic format and complete them online. • All documents will be saved in each employee’s Flare Documents Folder for their viewing. • They will see the FREEDOM video and other welcome videos as well as the three latest Kourier magazines. • Australian new recruits will land on Flare Discount Benefits once they have completed the onboarding process.

• Australian Team Members will be given access to the Benefits Program.

• NZ Team Members will be given access to the Boost Benefits Platform.

• Ongoing personnel details will be uploaded such as MDAPS, salary reviews, changes in position or contracts etc.

We expect the system to be up and running in the next few weeks.

Anthony Rous Chief Financial Officer

15 Kennards Kourier Oct 2021

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FEATURE

Not long ago, everything indicated that prices were going to sharpen and margins to tighten. A fiercer competition, greater pricing transparency, a stagnant demand, and the consolida- tion of the industry by the main players made us suspect that the golden years may have been – temporary – gone. RATES: WHAT TO EXPECT

T he Covid-19 crisis has resulted in the digitisation of every aspect of daily living. From remote work to online classes and contactless shopping, digital is the new normal. In the era of social- distancing and prolonged lockdowns, technology has played a particularly important role in the way businesses function, with traditional businesses being forced to have an online presence. Studies show that companies across the world have accelerated the digiti- sation of their front-end and back-end operations by almost four years, in just a matter of weeks. Further, the proportion of digitised products offered by these companies has accelerated by seven years. This pandemic-induced growth in digital adoption has been received well by consumers, with many trying different shopping behaviours. For instance, In Latin America 13.1 million consumers made their first online purchases. Consumer sentiment surveys reveal that the dependence on digital transac- tions and contactless services is likely to increase in the long haul given the convenience, efficiency and safety associated with e-commerce shopping. The exponential growth of digitisation in the marketplace must be leveraged by businesses to achieve increased traffic flow to websites and strong virtual presence. Digitisation also serves as an excellent source of vast amounts of behavioural data that must be utilised to identify target groups, offer personal- ised consumer experiences, and design appropriate marketing campaigns. DIGITAL ADOPTION IN THE AGE OF THE PANDEMIC With uncertainty around the next phase of the pandemic, businesses and marketers must continuously adapt and innovate digital marketing strategies to ensure they're prepared for the next new normal.

S urprisingly and fortunately, we were wrong. Since July 2020, after a brief dip in the market, due to initial Covid lockdowns, rates rebounded and consistently kept growing until now. An unexpected surge in demand, driven by local migration, telework, and changes in household formation, pushed our occupancy to historical levels and our rates +20% ahead of last year. Regional locations benefited from the growth, while metro sites consolidated their positions. M e d i u m - t e r m , borders will reopen, and greater mobility should boost demand. Interstate migration, international students, and ex-pat profes- sionals will resume and business activity will pick up Hence, the question remains: what should we expect moving forward? While prices have stabilised in the recent months, the following points may enlighten us. The competitive environment will most likely intensify. Top players will keep consolidating, while local, and even international investors will try to get a share of the pie. The good news is that self storage is still in a growing phase in our country, meaning there is a lot of room for additional capacity. Compared to the U.S, we only have a third of their square metres per person.

A greater inflation, due to an excess of cash in the economy, the govern- ment supports and lower interest rates could also encourage price growth. Additionally, GDP is expected to grow a generous 5.4% in 2021 (low base though) and 3.4% in 2022. In the short run, with the vaccina- tion progress and the ease of restric - tions, we may experience a similar lift to what we had in Q3 2020. Consumer confidence is still low but trending upwards and above the previous year. Medium-term, borders will reopen and greater mobility should boost demand. Interstate migration, international students and ex-pat professionals will resume and business activity will pick up. Unemployment rates are expected to drop next year (5% to 4%) and household income increase (~3%). Although, we may still encounter some of our customers experiencing financial hardship. And entering the historical high season should lift our game. It’s worth keeping in mind, that everyone is getting savvier pricing-wise. New Revenue Management systems are emerging and price visibility across companies is increasing. That could play out either way, keep growing prices while activity soars or spiral down if things get a bit tighter. It's a fine line. Alltogether, the balance looks positive. A revitalised demand (organic and circumstantial) should keep rates healthy. But as we know, anything could happen!

Source: rba.com.au

Deepa Chirayath Digital Marketing Coordinator

Javier Perez Revenue Manager

16 Kennards Kourier Oct 2021

FEATURE

IF YOU WANT THAT RAINBOW, YOU’VE GOT TO PUT UP WITH THE RAIN! The way we handle ourselves during challenging times may in some cases make people feel personally overwhelmed or stressed. State and country lockdowns due to the current Covid-19 pandemic is a clear example of the way we might handle situations and possibly in a negative way. However, have you ever thought our current lockdown practices in place in New Zealand and most Australian States can also be a positive experience.

N egative thoughts are the most influential and emotional experi- ences in our lives. Since the start of 2020 and the on-set of Covid-19 the way we conduct ourselves has changed, and the effect on our family, friends, acquaintances and us an individuals has created an everlasting impression. It’s how we handle and motivate ourselves during difficult times that will influence our lives and the way we act forever.

- Commence an easy to maintain exercise program (it could just be a simple 10 minute walk each day) because without physical relaxation we breed stress and anxiety in our body right from the very start of the day. - Don’t check your Mobile Phone, Newspapers online, Television etc. and their message contents until later in the day. Technology can drain your mind and sap energy levels. Between the news and social media we’re all feeling saturated by Covid updates. Yes, it’s important to stay informed but try to limit your media intake. If you’re feeling isolated, take a break from the media and spend time on another ‘enjoyable’ activities such as making your own music playlist. Listen to some calming music and sing along to those songs you like the most. - Play with your pets or spend time with family members. It helps to start the day on a joyful note. - Wake up to a clean household. If it’s not clean then do something about it. If you’re suddenly spending a lot more time at home de clutter your ‘castle’ putting the excess stuff in storage! - Smile and consider what makes you happy for the upcoming day because this will create happy emotions. - Practicing positive thinking every day. You may also become less critical of the world around you when your state of mind is generally optimistic, You're - Set your alarm to an uplifting tune and something that won’t ‘jerk’ you awake.

better able to handle everyday stress in a more constructive way. Remember positive people do positive things. - Do something creative such as writing a KSS Blog, a poem on your iPad, drawing on a sketch pad, editing a photo on your tablet or just work/think about the fun things in life. - Download a Chess or Scrabble App on your phone to play with friends or even strangers. Gardening, it just may need some ‘Rainbow’ loving too. - Practice gratitude. Celebrate the things you have and enjoy the small things in life. Some Team Members may find it difficult to see their ‘Rainbow’ (we all have positive things happening in our lives somewhere). Sharing your thoughts with others can be calming and rewarding. The most important thing to remember that the way we address the first steps in any new day may influence the journey we take for the rest of any given day. Yes, you can put up with the rain if you think positively and address challenges that come your way. Whether it’s an encouraging message from family or friends, we can all use a little motivation and inspiration these days.

The ‘Rainbow’ will disappear if you allow it to happen!

What can be disturbing is that our early experiences during the pandemic can be quite negative and as humans we can allow these influences to continually control our behaviours.

Start your day with A positive Rainbow:

- Sleeping habits need to be consistent. Don’t oversleep when you’re not rostered to work. - Our first meal intake needs to be delicious and something that we enjoy making. Consider making a homemade meal as good nutrition is always important, and during stressful times there’s nothing better than a tasty, healthy, homemade meal, especially if you’ve made it yourself. During lockdown periods, it may be challenging for people to get the right ingredients so make it simple, perhaps even order missing ingredients on-line for delivery.

After the rain subsides we can all look for our ‘Rainbow In the day’.

Wayne Birch VIC Operations Manager

17 Kennards Kourier Oct 2021

PROPERTY

SPOTLIGHT ON ARTARMON2

Neutral Bay, we also pick up residential business from these areas.

Our 4m+ high ceiling drive up units are a unique feature that is popular with many of our commercial customers. This allows for things such as pallet racking and forklift use inside the unit. One such customer utilising the centres unique features is Julian from Back Vintage Wines. Managing his wine distri- bution business from his mini warehouse.

T he KSS Artarmon2 property is leased from SBS Television next door to us and was previously the studio space where many of their shows were filmed. In recent years as TV programs progressed to more often than not be filmed on location, SBS had less need for studios and the site was then leased to and fitted out by Millers Self Storage. It then became part of KSS in the Millers Acquisition of 2004. Unsure exactly when the property was developed into storage as it was originally a Millers site, but if we had to guess we would say it was in the late 80’s or early 90’s. As the original use for the building was large open studio space we would imagine that the original development would have been fairly straight forward. A conver- sion from television studio space into a storage facility consisting of mini warehouses, drive-up units at the front, ground floor units at the rear and a lift access to the upper level. The key feature at Artarmon 2 is the ease of access. The centre boasts a large driveway that loops around the front half of the centre offering a

number of units ranging from 9.0DR to 85.6DR sizes. Our upper level is also extremely easy to access with customer/truck parking and trolleys right next to the lift. ARTARMON COULD BE CONSIDERED THE STORAGE CAPITAL OF AUSTRALIA, WITH NO LESS THAN EIGHT STORAGE FACILITIES WITHIN A FEW HUNDRED METRES OF EACH OTHER Artarmon could be considered the storage capital of Australia, with no less than eight storage facilities within a few hundred metres of each other. Even though the local market is so heavily saturated, the facilities in the area all generally run at high occupancy. A lot of the occupancy here is generated from our location being in the middle of the Artarmon industrial area, in which we service many of our neighbouring businesses. Also being the closest storage centre to many Lower North Shore suburbs such as Mosman and ‘ ‘

We often refer to Artarmon2 as a “pocket rocket”. Despite being one of the physically smaller centres (72/97) with only 5,177sqm of rentable space, our year to date income is one of the highest (15/97). The centre punches well above its weight generally selling $15,000+ per month in merchandise, running at 90%+ occupancy and at $45.39 has the highest asking yield in KSS. The Team here consists of (L to R) Trevor Paterson (Part Time Assistant Manager), Lorena Yepes (Assistant Manager) and Mark Burgess (Centre Manager). As the centre is in a rented property our options to expand are limited. Also, as the centre generally operates at high occupancy this somewhat limits our opportunities to grow income through increasing rented units. Because of this we have extra focus on growing income through means such as maximising yield on rented units and merchandise sales.

KSS Artarmon2 Team Trevor Paterson, Lorena Yepes and Mark Burgess

18 Kennards Kourier Oct 2021

PROPERTY

GROWTH IN THREE STATES

Main picture: Wetherill Park NSW, Left: Cleveland QLD

three States. The first building will contain 500 self storage units. Work is underway on-site with earthworks, services locating and drainage work. The project is due for completion June 2022. Penrith NSW – The final stage of the fast food development has commenced. The base building was constructed back in 2019, KSS undertook this to complete some final building amenities for the new tenants. This also provided the opportunity to complete a further 200 square metres of new upper floor self storage units inside the upper level of the existing building.

Macquarie Park NSW – Due to Covid complications a slow start impacted this project but the progress has picked up speed now and is back underway. Belmont NSW – The additional floor area fit out is progressing well, roof repairs and the new fire wall construction are complete and the business end of the final self storage fit out continues. Cleveland QLD – This project involves the staged construction of two new purpose built 4 storey self storage buildings in the South-east Brisbane area. This first building is Stage one and it will be operated as a managed site for the Stevens family who have another seven KSS properties across

Wetherill Park NSW – The building slabs are complete, the steel portal frames and concrete wall panels are going up. Cranbourne VIC – The design documentation phase is complete and the builder is ready to start on site in early November 2021. Craigieburn VIC – The design documentation phase is almost complete and the builder is aiming to start on site in late November 2021. Chullora NSW – The final Chullora expansion is complete now and the units are being rented.

Michael Macheledt & Craig Henery Development & Construction Team

19 Kennards Kourier Oct 2021

PROFESSIONAL DEVELOPMENT

To be effective, we must devote the time to renewing ourselves physically, spiritually, mentally, and socially. Continuous renewal allows us to synergistically increase our ability to practice each habit. Habit 7 is focused around renewal, or taking time to "sharpen the saw." It surrounds all of the other habits and makes each one possible by preserving and enhancing your greatest asset - yourself.

T here are four dimensions of our regularly and in balanced ways:

end in mind.

As we focus on renewing ourselves along these four dimensions, we must also seek to be a positive scripter for other people. We must look to inspire others to a higher path by showing them we believe in them, by listening to them empathically, by encouraging them to be proactive. The real beauty of the 7 Habits is that improvement in one habit synergistically increases our ability to improve the rest. Renewal is the process that empowers us to move along an upward spiral of growth and change, of continuous improvement. Key Lessons: 1. Make a list of activities that would help you renew yourself along each of the 4 dimensions. Select one activity for each dimension and list it as a goal for the coming week. At the end of the week, evaluate your performance. What led you to succeed or fail to accomplish each goal? 2. Commit to writing down a specific 'Sharpen the Saw' activity in all 4 dimensions every week, to do them, and to evaluate your performance and results.

nature, and each must be exercised

Mental Dimension: The goal of renewing our mental health is to continue expanding our mind. To renew yourself mentally, you can: • Read good literature; • Keep a journal of your thoughts, experiences, and insights; • Limit television watching to only those programs that enrich your life and mind. Focusing on our mental dimension helps us practice Habit 3, by managing ourselves effectively to maximize the use of our time and resources. Social/Emotional Dimension: The goal of renewing ourselves socially is to develop meaningful relationships. To renew yourself emotionally, you can: • Seek to deeply understand other people; • Make contributions to meaningful projects that improve the lives of others; •Maintain an Abundance Mentality, and seek to help others find success. Renewing our social and emotional dimension helps us practice Habits 4, 5, and 6 by recognising that Win-Win solutions do exist, seeking to understand others and finding mutually beneficial third alternatives through synergy.

Physical Dimension: The goal of continuous physical

improvement is to exercise our body in a way that will enhance our capacity to work, adapt and enjoy. To renew ourselves physically, we must: • Eat well; • Get sufficient rest and relaxation; • Exercise on a regular basis to build endurance, flexibility, and strength. Focusing on the physical dimension helps develop Habit 1, muscles of pro activity. We act based on the value of well-being instead of reacting to the forces that keep us from fitness. Spiritual Dimension: The goal of renewing our spiritual self is to provide leadership to our life and reinforce your commitment to our value system. To renew yourself spiritually, you can: • Practice daily meditation; • Communicate with nature; • Immerse yourself in great literature or music. A focus on our spiritual dimension helps us practice Habit 2, as we contin- uously revise and commit ourselves to our values, so we can begin with the

Wayne Brown Training & Development Manager

20 Kennards Kourier Oct 2021