KSS eKourier October 2022

FEATURE

GOOGLE REVIEWS CONFIRM OUR GREAT SERVICE DELIVERY

"Exactly what we needed. We required some short term storage for our luggage. The staff at Palmerston North were very helpful and we were refunded the time we paid for but didn’t use. Very helpful, friendly and easy to use with 24 hours a day access. Would definitely use again." "I am extremely satisfied with storing my personal household belongings at Kennards at Burleigh Junction. The team, Geoff, Jazz and Malcolm have been awesome with their flexibility and advice, nothing seems too difficult for them to sort out. We were able to use the courtesy covered box trailer to move the furniture, which made the move so much easier as well. The sheds are clean, tidy and easy to access, and we made a shed change, which was instantly organised. The team make the transition seemless. I would highly recommend Kennards for storage. They have everything required to do the move as well. I'm super happy I've got my belongings stored with Kennards Burleigh Junction! Thanks again." "We rented a unit at Wollongong for about a year while we gradually moved to a larger house. The facilities were great - clean, dry and secure. Access is easy and the location was very convenient. Would recommend." "Todorka and Maria at Warrawong went above and beyond to help with what was a very difficult time. I cannot recommend them enough. They are the heart of this business, without them it would not be the same. Such kind souls."

O ne of my favourite daily tasks is reading and replying to some of the Google Reviews we receive from our customers. Without feedback, we really do not know how well we are doing. For some time, I have been reading really exceptional consistently positive feedback that all Team Members can be proud of. More importantly, it is those reviews where the customer goes on to mention the Team Members name and some great individual customer service that deserves recognition. NEVER UNDERESTI- MATE HOW GOOD SERVICE FOR TODAY’S CUSTOMERS BECOMES OUR MARKETING MESSAGE ‘

(happy to be wrong though). So it is great to read many reviews where the Team Member is recognised by name as the service delivery has exceeded the customer satisfaction level, something we should all be proud of. We have a competitive edge in business when instead of just doing what is expected by a customer, we strive to deliver the best experience possible, which comes from our mantra “Store with People who Care” . Another great trend I read is customer reviews stating, “We recommend“ , this is gold! We have a great Brand and distinction with our people and caring service, however never underestimate how good this service delivery impacts upon our customers of today, as they in turn become our marketing message tomorrow when they recommend us. Customer referrals are the best and most cost-effective marketing and message for our business that we can ever have. create or leave a customer with a great experience where they want to write about it in a Google Review. Not only do our teams get to read some recognition of their efforts, but so does everyone else, including potential customers who are thinking about storing with us. So the next time you interact with a customer, think about how you can

TOMORROW WHEN THEY RECOMMEND US A CUSTOMER REFERRAL

There is a saying – “We judge ourselves on our intent, while others judge us on our behaviour“ . Time and time again, I read our Team Members are excelling with the CARE factor when dealing with customers across all aspects of the business, the WOW factor is really being felt and experienced. Now perhaps I might be a bit cynical, however I find generally a customer is more likely to complain than praise ‘

Andrew Kirkham NZ Operations Manager

14 Kennards Kourier Oct 2022