Kennards July eKourier

Kennards Kourier EDITION: JULY 2021

ON THE RIGHT PATH

SMART OR NOT SO SMART

RESHAPING THE WORLD ONE CLICK AT A TIME

NZ FIRST PURPOSE BUILT SITE NOW OPEN

Kennards Self Storage Wairau Valley, NZ

1 Kennards Kourier July 2021

IN THIS ISSUE

Message From Sam

3

10 Questions With...

4

Team Member Profiles

5

NZ First Purpose Built Site...

6

On The Right Path

7

Caring For The Planet

8

Who is Muval

9

Time To Celebrate

9

SSAA Visit Adelaide Airport

10

1991-2021 A 30 Year Journey

10

Smart Or Not So Smart

11

Reshaping The World...

12

Training Our Future Architects

13

Spotlight On...

14

Property Download

15

The Situational Leader

16

Do You Ask The Questions...

17

Service Above Self

17

Nevs Notes

18

Kennards Community/Backtracks

19

NEXT ISSUE

Deadline: September 17, 2021 Editor: Sharon Munro Email: sharon@kss.com.au Distribution: October 15, 2021

Kennards Self Storage Macquarie Park, NSW

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My father pioneered storage in Australia. There was no choice but to build it new. The entrepreneurial gene was abundant in him. Experimentation, make mistakes, learn, adapt and re-try was natural. He was inventing the building designs, methods of construction, unit mix config- urations, security and business systems. Low cost and high return was the objective in the early days. Today, new storage development remains a very entrepreneurial endeavour. Finding market gaps, securing premium proper- ties, outdoing the competitors, innovating design solutions, wrestling through the regulatory maze, then embarking on years to fill the centre and finally see a return on capital. Our preference for new development has distinguished us from many major competitors. It is driven by the strong preference to build and own high quality assets. We have deliberately avoided the frenzy of acquisitions by others for mostly mediocre quality buildings and inferior locations. Growth for the sake of it is not our ambition. We prefer to develop new projects so we will maintain a very high standard portfolio-wide with designs and amenities offering a superior customer experience. Indeed, the higher standard of the KSS portfolio is apparent when compared to competing portfolios. We have been discerning, preferring locations that are superior, with high visibility and good access. We develop and maintain our assets to a high standard. This matters because we want to provide a consistently high standard of customer experience across the business. This is also about trust. When consumers see that we are consistent, they trust us, and will be inclined to use us again and again. It builds loyalty and earns repeat business. We expect the wave of new projects to further raise the bar, to differentiate and distinguish the KSS Brand.

L to R: Sam Kennard, Kellie Robley (Centre Manager) and Natalia Gerasimova (Assistant Manager), Kennards Self Storage Coorparoo L to R: Sam Kennard, Kellie Robley (Centre Manager) and Natalia Gerasimova (Assistant Manager), Kennards Self Storage Coorparoo

MESSAGE FROM SAM many risks that can turn a project sour.

Our company is now at the beginning of a significant and exciting growth phase. Our development program, which was briefly paused in 2020, is now expecting to bring a total of 84,750 square metres to market before the end of 2022. There are 10 new centres being developed and 13 centre expansions planned. The total construction investment will approach $100 million. Embarking on new self storage development requires a high degree of resolve and fortitude. There are

Unusually for commercial property development, we open a new project with no pre-commitment of occupant. We are 0% occupancy. It is highly speculative. None the less, new development is our preferred pathway for growth. Indeed, our many years of development experience makes it a core capability within the organisation. In contrast, many storage investors, particularly the storage Real Estate Investment Trusts (REIT’s), have preferred acquisition of existing operating storage assets. This saves them a great deal of risk and time.

Sam Kennard Chief Executive Officer

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WHO’S WHO

10 QUESTIONS... With Michael Cimoli - Assistant Manager Vermont, Victoria

Above: Hayley, Wayne, Janelle, Raygan, Julie and Nicole

When did you join the KSS Team? I joined the KSS Team in October 2017.

What did you do before joining KSS? Before joining Kennards I worked at Coles for just over 10 years. I started as a filler then moved into managing departments. Your most memorable experience at Kennards Vermont? Meeting the owner of the Brown Mustang. He is not famous, however the car definitely is. Kat and I have been asked about it so many times I have lost count. He had his friend drop the car off over 10 years ago whilst he was overseas, and he finally came to see it last December. He was flattered to know the Mustang was so popular amongst the regular, long term customers. So much so he felt like the space should have a plaque installed in honour of it. Tell us about your family? No family of my own. I have two older brothers, one older sister and my Dad. We are all very close and see each other often. Sunday lunch once a month is a family tradition.

What do you like to do outside of KSS? Seeing family and friends, Watching NBA and most of all playing Golf. I wouldn’t say I am very good at it, but I absolutely love being out there giving it a go regardless of how many balls end up in the water. There is nothing more satisfying than hitting a great shot, as rare as they are for me. Sitting court side at an NBA match. It was something I had dreamed about doing since I was young and finally got the chance to do five years ago whilst on holiday in the USA. Unfortu- nately the game was terrible, but it was amazing none the less. What is your most memorable travel experience? To sum up KSS in one word would be? Rewarding – In the sense that we get the opportunity to assist people through a potentially challenging time in their lives.

Have you always been at Vermont? Yes. I completed my training at Hoddle Street before joining Kat (Centre Manager). We have formed a great partnership over the last three and half years and we take great pride in our little home here at Vermont. Having achieved a record month recently it has been a great reward for the effort put in. Tell us about your role as Assistant Manager? It is such a diverse role. There is always something new to learn and so many new faces to meet. Being able to help people during a stressful time is always a plus. What is one thing about Kennards that you admire? The support. Throughout all of the challenges that are presented, you are only a call or email away from assistance or advice.

4 Kennards Kourier July 2021

WHO’S WHO

Aaron Petty Assistant Manager - Belmont NSW

Kylie Page Centre Manager - Milton QLD

Career background: 30 years in hospitality ranging from Casual Bar attendant to a Secretary Manager.

Career background: I came from a retail and hospitality background, owning motels and restaurants before joining Kennards.

Marital status? I am married to Patrice.

Marital status? I am married.

Any children? Two of my own, Jordan (24yrs) academic brain and Nurse, Cameron (22yrs) Mechanics trade. Two stepchildren, Emilee (25yrs) Manager at Bunnings, Billy (20yrs) Football Player with Lakes. Hobbies/interests: Maintaining our small property, brewing my own spirits and driving as fast as possible on the race track at Trackday (Wakefield Race Track). Do you play any sport or have any special talents? I Used to play Darts climbing to #8th position in Australia until Dartitis entered my darting world and the end occurred.

Any children? No kids.

Hobbies/interests: After working 7 days a week, 24 hours a day for myself in Motels, I’m still enjoying the novelty of catching up with friends for a meal and relaxing with a few beverages.

Favourite book: Anh Doh’s - The Happiest Refugee.

Favourite movie: Fast and the Furious.

Favourite restaurant/food: The Restaurant is Mjolner in Redfern. Viking themed restaurant and Whiskey Bar.

Favourite book: Anything involving real life crime.

Favourite movie: Shawshank Redemption.

Where did you grow up? I grew up in the small coastal town of Hawks Nest in Port Stephens, NSW. One of the best beaches in the world (that I’ve found so far).

Favourite restaurant/food: Italian or Thai for eating out. But nothing beats a good home cooked roast.

Any pets? I have two dogs.

Where did you grow up? Canowindra (Central West), had a very humble upbringing living on the land that my father managed. Raised with strong morals of treating people how you would like to be treated.

Favourite holiday destinations: Pamplona for the Running of the Bulls. A huge nine day Spanish festival of food, wine, tomato throwing and crazy people getting chased through the streets by bulls. You have to see it in all its craziness to believe it.

Any pets? Busta a Cavoodle and CoCo Chanel a Poodle.

Favourite holiday destinations: I've only been out of the country once to Thailand (so-so).

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PROPERTY

NZ FIRST PURPOSE BUILT SITE NOW OPEN Welcome to Wairau Valley, our first Purpose-Built storage centre in New Zealand. Wairau Valley is a major bulk retailing and industrial area close to the Northern Motorway in the heart of North Shore in Auckland. It is a go to destination for living north of the Harbour Bridge. The Wairau Valley site is the ninth NZ site for KSS and is a very proud Orange Beacon of Freedom!

W airau Valley site had its beginning way back at the start of 2017. Sam was successful with a property auction, on a hands-free car ride if I recall correctly. This started the journey of our first Purpose-Built project in the Auckland market. While the leases ran to expiry on the existing tenant’s, we used the time to negotiate with council for a six storey L shaped structure. Creating up to 10,000 square metres of GFA, with optimum exposure to the neighbouring northern motorway and major arterial roads within Wairau Valley. Initial construction was challenging, ground conditions required additional piling that takes time and money and can be very frustrating, adding delays to the progress of the site. Then when Covid came along, this added further delay.

However, no matter how challenging the obstacles, we made it and the finished building is well constructed. Standing proud as a Purpose-Built centre, providing exceptional Brand recognition for the business within the Auckland region. Opening on the 8th of June 2021, with our Team of Mark Montgomery who is our long time trusted go to Manager for successful openings, and new Assistant Leonie Ridling. The first week of opening was outstanding! As soon as painting started on the building and signage started going up, we experienced significant interest, with a massive pipeline waiting for opening. So much so, we had over 40 units at 450 square metres rented within the first 10 days of opening, a fantastic result and the reservation list is looking very healthy indeed!

We kept the first floor clear of fit out to see how rent up goes. We can adjust this level’s unit mix when the centres occupancy matures. There is also allowance to include Wine Storage. Look out for future updates, including progress on NZ site number 10 in Hastings! Andrew Kirkham NZ Operations Manager

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FEATURE FEATURE

ON THE RIGHT PATH

It has been almost two years since Revenue Management (RM) started in our company, and although it's already quite established, I keep getting questions (good ones) about our pricing strategy and the dynamics of our Revenue Management System. Albeit it may take more than a few paragraphs to unveil Revenue Management, but I thought I would share some ideas. evenue Management (RM) started in d, I keep getting questions (good one venue M nagement Syste . Albeit it anagement, but I thought I would sha H

7 Kennards Kourier July 2021 ality, trends, demographics, tures, days on market, length competitive data, and many that a single person (or even an cal portion but a great deal of tanding our customers and rket, trial and error, heaps of y, adaptability, daily judgment nstantly taking controlled risks. jective of Revenue Manage- not to increase occupancy, to push rates. It i finding the alance between the two of them mise revenues. Yes, maximise es! a complex game that requires g several variables, like histor- mand, elasticities, prices, S trongly linked to Marketing, Sales and Operations, Revenue Management is a core area of the business. Aiming to make the most of the available inventory and potential demand by offering the right product, to the right customer, at the right time, at the right price, through the right channel. Benefiting not only the business but also anticipating and adapting to our customer’s needs. Revenue Management started in the U.S. in the airline industry (late 70's), but has expanded to many others such as hotel, cruise, utilities, FMCG, cinema, real estate, and car rental, among others, given its proven capability to increase revenue and substantially improve profitability. While some consider Revenue Management an exact science (lots of maths, algorithms, and data analysis involved), I consider it more like crafts- manship: a combination of science, business knowledge and commer- cial acumen. There is a significant numerical portion but a great deal of understanding our customers and the market, trial and error, heaps of flexibility, adaptability, daily judgment and constantly taking controlled risks. The objective of Revenue Manage- ment is not to increase occupancy, neither to push rates. It is finding the right balance between the two of them to maximise revenues. Yes, maximise revenues! This is a complex game that requires juggling several variables, like histor- ical demand, elasticities, prices, seasonality, trends, demographics, unit features, days on market, length of stay, competitive data, and many others that a single person (or even an army of analyst) simply cannot handle. Here is where science, analytics, and machine learning are critical, and where our powerful software that forecasts demand, optimises inventory and keeps learning every single day, shines.

As a result, every day we update the price of more than 6,000 unit types, anticipating future demand and reacting to competitors and any relevant change in the market. We also come up with rent increases to existing customers to support our business growth and maintain profitability. The results so far are encouraging, achieving historical occupancy levels, strong rates and more importantly, record income. At the same time, freeing up more time to look after our customers and centring on the value of our premium product. This is an exciting and never-ending journey. There will always be new things to test, parameters to adjust, changes to react to and opportunities to explore, and your constant feedback is not only appreciated but fundamental. So, stay tuned for more to come and please reach out if you have any valuable insight.

Javier Perez Revenue Manager The results s achieving his strong rates income. At th more time to and centring product. This is an ex journey. The to test, param As a result, e price of more anticipating f to competito in the marke rent increase to support o maintain pro

FEATURE FEATURE

CARING FOR THE PLANET LED SENSOR LIGHTS

We are all trying to do our bit to keep the planet healthy. This is to allow future generations to be able to live and enjoy the planet just as we have.

“Kennards Storage Brookvale is more than just storage, they are a friendly team that help in many ways. Not only is our storage unit an excellent space but we have all our postal deliveries sent to Kennards. The staff communicate with us and keep us informed about all deliveries. Thanks Kennards." Kathryn "Great customer service at Belmont, extremely helpful. Needed boxes urgently and the female staff member helped me out and I also inquired about the cost of renting a storage facility in case I need one in the near future." Kristen "Varsha and Steve have offered exceptional customer service over a number of years. We have been utilising the Pymble Kennards Storage facility for quite a while and every request has been dealt with quickly and professionally. Twice we have needed storage sorted in literally minutes and they have been amazing. Nothing is a problem. Also, the facility is spotless and well-managed. We would highly recommend both Steve and Varsha." Sharon "Very convenient having 24/7 access, good facilities, clean, tidy and large area for loading. The guys running Kirrawee are very helpful, nothing was a problem and if I need a garage again I'd definitely be back." MC "These folk at Klemzig are truly amazing! Their customer service and follow-up is second to none. I strongly recommend Craig and Nat to you for your storage needs." John

W e are seeing significant lifts in solar panels on private residences and commercial buildings, large Wind Turbines as well as Hydro Schemes. There are continuous improvements in more environmentally friendly energy sources. Not only are we helping the planet for the future but by having power generating and electricity consumption reductions, we are allowing ourselves to operate more efficiently. As a self storage b u s i n e s s that cares for customers, we also continue to care about our impact on the environment At Kennards Self Storage we continue to look at efficiencies to reduce our electricity consumption. This started with timers years ago and today we have installed LED Sensor Lights at many of our storage centres. This involves changing the existing lights to be more efficient and reduce usage Our new self storage centres at Kennards Wairau Valley (Auckland) as well as Kennards Truganina (Melbourne), Kennards Southport (Gold Coast) and Kennards Baringa (Sunshine Coast) are all set up with the new LED Sensor Lights. As a self storage business that cares for customers, we also continue to care about our impact on the environment. jective of Revenue Manage- not to increase occupancy, to push rates. It is finding the alance between the two of them mise revenues. Yes, maximise es! a complex game that requires g several variables, like histor- mand, elasticities, prices, ality, tr nds, demographics, tures, days on market, length competitive data, and many that a single person (or even an Anthony Rous Chief Financial Officer cal portion but a great deal of tanding our customers and rket, trial and error, heaps of y, adaptability, daily judgment nstantly taking controlled risks. as well as new centres having almost no light switches – all lights are LED sensors. As a business we bring “Space for Change” solutions to our self storage customers and now we are also looking to bring “space for change” to the way we use electricity. We have seen a considerable drop in our consumption of up to 40% at our self storage centres using LED Sensor Lights. We have trialled various options at our self storage centres and have tweaked the sensitivity, how long the lights are on bright and how long they are on dim. We believe we are now at the ideal light settings for our customers to be able to operate well and see further reductions in electricity consumption.

evenue Manage ent (RM) started in d, I keep getting questions (good one venue Management System. Albeit it anagement, but I thought I would sha H

8 Kennards Kourier July 2021 This is an ex journey. The to test, param As a result, e price of more anticip ting f to competito in the marke rent increase to support o maintain pro The results s achieving his strong rates income. At th more time to and ce tring product.

FEATURE FEATURE

WHO IS MUVAL?

moving and has since developed into local moves. Muval can now facilitate local and interstate moves of any size and description. Customers simply enter what they need moved, when they want it moved and to where and Muval will match those details to available removalists. Customers can then choose a removalist based on price, reviews, and service quality. Kennards Self Storage has partnered with Muval to compliment our own online rental journey, allowing our customers to book their storage and a removalist end to end in the one sitting, at their own time and convenience.

F ounded by James Morrell and Mahdi Chardi, Muval is an online platform that connects removalist trucks with customers who need stuff moved. The idea was born after Chardi who worked in the removalist industry for some time, recognised that many removalist trucks were moving with

empty space. The feeling was that this was incredibly inefficient.

Their idea was to make moving more efficient by filling the available space, a win win for customers by sharing the cost and for removal companies who could charge for a full truck.

Early results have been positive.

Darren Marshall Chief Operating Officer

The original idea was for interstate

TIME TO RECOGNISE AND CELEBRATE O ur annual Achievement Dinner for 2021 has been a difficult one to put a date to. The fluid evenue Management (RM) started in d, I keep getting questions (good one venue Management System. Albeit it anagement, but I thought I would sha H

9 Kennards Kourier July 2021 ality, trends, demographics, tures, days on market, length competitive data, and many that a single person (or even an cal portion but a great deal of tanding our customers and rket, trial and error, heaps of y, adaptability, daily judgment nstantly taking controlled risks. ective of Revenue Manage- not to increase occupancy, to push rates. It is finding th alance b twe the two of them mise revenues. Yes, maximise es! a complex gam that requires g several variables, like histor- mand, elasticities, prices, changes with Covid has meant our usual venue, the Pullman at Mascot has made a last-minute change to our booking and we can no longer hold the event there on august 28th. The venue is now a Covid Quarantine Hotel. Nevertheless, the show must go on. This presented us the opportunity to do something a bit different with our options for a venue. Even in light of the present Covid restrictions we are still positive of the event going ahead, with one venue top of mind. This year we will hope to enjoy the spectacular waterfront location and venue of Doltone House at Jones Bay Wharf, Pyrmont. Providing stunning views of Sydney Harbour. Accommodation will only be a short stroll around the corner at The Ibis Hotel Darling Harbour. Last year we celebrated the event as a first through Yammer. Utilising technology we all stayed connected and celebrated everyone’s achieve- ments in the virtual world. We even had a live feed for the Service Awards. This year we are excited to be returning to our usual face-to-face format, while also including some Award presentations via Yammer a week or so prior to the actual event. The 5 Year Service recognition and Gold Scoty's will be presented to

As a result, e price of more anticipating f to competito in the marke re t increase to support o maintain pro The results s achieving his strong rates income. At th m re time to and centring product. This is an ex journey. The to test, param

Team Members on Yammer. This will mean a more compact Achievement Dinner and increased time at the end of the night for everyone to catch up for a chat and drink. It's been lovely to hear Team Members are looking forward to getting together with everyone to celebrate again. Keep an eye out for more information in the coming weeks. Tony Vuong General Manager Operations

FEATURE FEATURE

T he Self Storage Association of Australasia (SSAA) had its first Self Storage Member networking evening and facility tour on Thursday June 3rd, after a COVID induced hiatus of 18 months. The event was hosted by the Kennards Self Storage Team at Adelaide Airport with the SSAA represented by Board Member, David Daddow. Beyond the Team from KSS that included Kristy White, Boris Hoth, Tony Smale and Darryl Smith, there was a large spread of experience including a contingent from Liz and Colin and the Self Storage Australia Team, Aldinga Storage and new entrants to the industry having just opened their first centre. The great turnout by the local South Australian Operators was accompa- nied by several suppliers to the industry. Many commented how they had missed the openness and sharing within the industry fostered by these type of get-togethers. Zoom is no substitute for placing a name with a face as several of the new to the industry attendees were being welcomed to their first meeting. They were able to mingle with the experienced operators and learn more about the industry. The cooler weather kept attendee’s in the warmer confines of the Kennards retail space for most of the get-together. However, we were able to tear everyone away from their conversations for a brief facility tour demonstrating the features and philosophy behind one of our more recent Kennards Self Storage builds. Kristy, Tony and Boris commented on how nice it was to connect and share with the group and appreciate that in many respects we are all in the same boat. The Team worked tirelessly to ensure the centre was presented well and it was nice to see them receive so many thanks and compliments at the end of the night.

SSAA VISIT KSS ADELAIDE AIRPORT

1991-2021 - A 30 YEAR JOURNEY

evenue Management (RM) started in d, I keep getting questions (good one venue Management System. Albeit it anagement, but I thought I would sha H

O ur CEO, Sam Kennard, was recently interviewed by the Self Storage Association of Australasia. In this short video he reflects on his 30 years in the industry and working in the family business. Sams reminisces on his first memories of storage, visiting storage properties with his dad in the USA as a kid and in the 1980's working during his school holidays cleaning roller doors at Kennards Storage centres, having ambitions of one day running the family business. Completing a Land Economics Business Degree focusing on Real Estate, equipped Sam moving forward with the real estate heaviness that the storage sector has, to successfully grow the business to what it is today. jective of Revenue Manage- not to increase occupancy, to push rates. It is finding the alance between the two of them mise revenues. Yes, maximise es! a complex game that requires g several variables, like histor- mand, elasticities, prices, ality, trends, demographics, tures, days on market, length competitive data, and many that a single person (or even an To watch the video go to https://bit.ly/3yA322M Sharon Munro Executive Assistant cal portion but a great deal of tanding our customers and rket, trial and error, heaps of y, adaptability, daily judgment nstantly taking controlled risks. Joining the company in 1991, in the middle of a deep recession, he recalls the difficulties of attracting customers in these times.

Darryl Hodgson NSW/SA Operations Manager The results s achieving his strong ra s income. At th more time to and centring product. This is an ex journey. The to test, param 10 Kennards Kourier July 2021 As a result, e price of more anticipati g f to competito in the marke rent increase to support o maint in pro

FEATURE

‘

SMART OR NOT SO SMART

FOR KSS, WE WILL WATCH CLOSELY HOW THIS NEW TECHNOLOGY IS EMBRACED BY CUSTOMERS AND OPERATORS

‘ ence, no keys to manage, no gate codes to forget. The customer has total control over who can access the space, they also have visibility into who has accessed their space. This is particu- larly good for businesses who have multiple people accessing the space. All controlled from the Customer Smart Phone. Use of Keyless Entry Smart Locks has grown in demand across many industries, most apparent across the hotel industry, resorts, Airbnb, student accommodation, backpackers, offices and shared workspaces to name a few. Is it a Good idea for storage? For KSS, we will watch closely how this new technology is embraced by customers and operators. Introducing Smart Keyless Entry Systems comes at an additional cost and infrastructure that requires support and management. Will a customer pay more for the convenience of a Smart Unit to help recover the additional cost? It also comes with a legal consideration, does the operator have access to the space and therefore take care control and custody. What happens when the power goes down or the internet or the customer forgets their phone, or the battery runs out. We understand these challenges have been considered, with Smart Locks having a back up battery for power and an alternative to unlocking when you do not have your phone. It is early days and we will watch closely, but for now it is the old fashion lock and key for KSS customers. Darren Marshall Chief Operating Officer

The biggest advancement in the self storage industry is generally technology related. I imagine this is true for most industries. The latest advancement making its way into self storage in Australia is the introduction of Smart Units. Keyless entry to your storage space. As far as we know there are four, possibly five, new self storage developments fitted with Smart Units. They include Storage King Minchinbury NSW, National Storage Robina QLD, FortKnox Self Storage Braybrook Victoria, and Storelocal Cranebrook NSW. Keyless Entry Storage has been around in the US for some time and has now made its way to Australia.

What is it? Smart Units use a keyless management system, using wireless, cloud-based technology to access a facility and a storage space using your Smart Phone or Key Fob. No physical key required. In the US Keyless Entry has been appealing for self storage properties that run with no people. Offering the ability to control access from anywhere removing the need to have people onsite. These days smart access is being promoted further suggesting benefits to both the self storage operator and the customer. For operators, they receive total visibility into who is onsite right down to the unit level, enhancing security and property management capabilities. This function- ality can be aggregated across multiple

locations at a portfolio level.

Smart Units allow for a fully automated contactless access and move in experi- ence for new customers. Eliminates time consuming tasks for manage- ment such as overlocking and overdue customers, cutting locks, removing vacant locks and time conducting manual lock checks and audits. Open and close facility access gates from anywhere. Some Smart Locks are fitted with sensors that detect heat for fire, motion for attempted break in’s, or someone living onsite. Events such as this will trigger an alert to the Property Manager to help better manage security and safety concerns.

For Customers, enhancing the customer experience and conveni-

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FEATURE

“I am writing to your company to express our appreciation for the excellent service by the staff at Kennards Self Storage Warana in May. Your helpful staff in particular Amy Ferguson went beyond her duties to assist my family resolve a problem. Should your company have such a program “Best Employee of the Month”, I would like to recommend Amy Ferguson to be recognised for her efforts. I would highly recommend your company to anyone who needs storage services now or in the future for a profes- sional service." Raymond "Top notch facility at Wairau Valley with professional, accommodating, friendly Managers. I will look forward to using my storage in full safety and privacy." Franco "Great customer service start to finish and very reasonable price! We had an absolutely enjoyable experi- ence at Mt Eden with super friendly and highly professional staff. I no longer needed my unit but if I were to store again it would be here. Thanks Josh and Maria!." Ivan "The experience dealing with Kennards Penrith was excellent. The staff were very helpful and keen to assist myself obtain an appropriate storage option." Robin "Extremely helpful and friendly staff; 5 star customer service at Flemington. Clean units and easy to navigate through." Andrea "Great place with plenty of units. Friendly, helpful staff. Easy access. Clean and secure storage. Would recommend Panorma." Alecia

What started as a Dormroom project by Larry Page and Sergey Brian and was hosted on Stanford University’s private network in 1996, quickly rose to join the one trillion market evaluation territory – Google as we know it today! RESHAPING THE WORLD ONE CLICK AT A TIME

N o one can take more credit for shaping the modern life than Google which now manages 271 products and services and more than 1 billion users. According to Google, advertisers make $8 for every %1 they spend on Google Ads Google Ads was launched just two years after, the advertising platform came on the scene in October 2000 as Google Adwords but was renamed in 2018 as Google Ads. Given Google’s reach, chances are you have seen and clicked on a Google Ad and so have your potential customers. Google Ads is an effective way to drive qualified traffic, or good fit customers, to the business while they are searching for products and services like the ones you offer.

Google Ads have a click-through rate of nearly 8%. Display ads yield 180 million impressions each month. For users who are ready to buy, paid ads on Google get 65% of the clicks. 43% of customers buy something they have seen on a YouTube ad. (source: Christina Perricone for HubSpot). According to Google, advertisers make $8 for every $1 they spend on Google Ads. The network has something for businesses of all sizes with different budgets and different advertising goals, different target audiences, most of whom have used Google at least once in their life to find the answer to a problem. In a sea of seemingly endless searches why wouldn’t you drop a bucket in to see how much revenue you could raise.

Deepa Chirayath Digital Marketing Coordinator

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FEATURE

E

TRAINING OUR FUTURE ARCHITECTS

In February our Team at Fortitude Valley were approached by Lecturer Tom James of Architec - ture studies from Canberra University who is facilitating external studies through TAFE QLD. Tom asked to use KSS Fortitude Valley for one of the students tasks and we were only too happy to accommodate.

locker in it! L to R: Mohammad Rezaie, Marney Lindsay, Mellony Weston and Tom James evenue Management (RM) started in d, I keep getting questions (good one venue Management System. Albeit it anagement, but I thought I would sha H

13 Kennards Kourier July 2021 ality, trends, demographics, tures, days on market, length competitive data, and many that a single person (or even an The students enjoyed a centre tour with Assistant Manager Grace, where she explained some of the history and the quirks of the building – can't find floors that slope like these ones!! a complex game that requires g several variables, like histor- mand, elasticities, prices, cal portion but a great deal of tanding our customers and rket, trial and error, heaps of y, adaptability, daily judgment nstantly taking controlled risks. jective of Revenue Manage- not to increase occupancy, to push rates. It is finding the alance between the two of them mise revenues. Yes, maximise es! K ennards Self Storage Fortitude Valley is a Heritage listed property which is considered unique due to the still visible original timber beams, timber flooring and saw tooth roof. Many of the other Wool Stores in the area have been converted to housing or office apartments and do not have the same level of visibility. The building was originally the Wool Store “William Haughton &Co” constructed during the Wool Booms of 1913, 1925 and 1934. In late 1979 Neville Kennard purchased the building and opened Easi Store in 1981. Queensland’s first self storage facility. Along with our beautiful old building we boast having the second oldest lift in Queensland. The students were given the task of providing options for the adaptive reuse of the building, specifically considering the impact on the community due to the current economic housing and Covid crises. It was up to the students which direction to choose. One design by student Mellony Weston, The Merino concept, was developed with homeless youths in mind. The space is to help them have a place to call home while providing assistance with mental health struggles and sources to expand skills and knowledge. With the ground floor providing open learning spaces and communal lounges for social interac- tion among staff and residents, and the first and second floor having appropri - ately sized dwellings for the residents with natural light and ventilation. The planned use of space from the students was a little scary to me because vacant space means put a

We were able to spend some time discussing the use of space and how that looks to us in the storage industry vs residential use. Unbeknown to Mellony she had chosen a direction that is similar to the concept of Stepping Stone House, a charity that support youth at risk. I was able to share the Kennards connection to this great charity we have supported since its inception. All in all it was nice to see that our building attracted this unique attention and we were proud to be part of the journey with the students. The students graduate later this year and then we look forward to having next years students visit us in February with Tom.

Nicky Goodwin QLD Operations Manager The results s achieving his strong rates income. At th more time to and centring product. This is an ex journey. The to test, param As a result, e price of more anticipating f to competito in the marke rent increase to support o maintain pro

PROPERTY PR PERTY

SPOTLIGHT ON GUILDFORD

14 Kennards Kourier July 2021 This is an ex journey. The to test, param Guildford Team Kaio Tang & Cristina Mihaila The results s achieving his strong rates income. At th more time to and centring product. As a result, e price of more anticipating f to competito in the marke rent increase to support o maintain pro T he Guildford centre is situated on busy Woodville Road, with a secondary entry via the Golfview Bar and Restaurant. The base of the centre looks out onto the Woodville Public Golf Course, so during a Lock Check it would not be uncommon to find the odd stray golf ball or hear the distinctive sound of a golfer teeing off. Operating since 1985, Guildford is a spacious centre with a varied mix of unit types. It offers Enterprise Spaces, Outdoor Parking, Lockers and plenty of Drive-up Units. Guildford is currently an expanding centre. Phase One of the expansion completed and opened in February 2021, adding 547 new units across three floors. What was once mostly low-lying, open parking spaces for trucks and buses, is now a building that rises above Woodville Road to give improved visibility and exposure. The Team operates out of the new upgraded office, which provides generous floor space to display merch. The centre presently has a total of 904 units with 9,321sqm of rentable space. In recent months the centre has seen excellent growth in some key areas. Merch sales have gone up and since opening the new building, occupancy has grown an average of 243sqm per month. ‘ jective of Revenue Manage- not to increase occupancy, to push rates. It is finding the alance between the two of them mise revenues. Yes, maximise es! a complex game that requires g several variables, like histor- mand, el sticities, prices, ality, trends, demographics, tures, days on market, length competitive data, and many that a single person (or even an Guildford is located in the western suburbs of Sydney. The centre benefits cal portion but a great deal of tanding our customers and rket, trial and error, heaps of y, adaptability, daily judgment nstantly taking controlled risks. evenue Manag men (RM) started in d, I keep getting questions (good one venue Management System. Albeit it anagement, but I thought I would sha H The new design modification also introduces a diner-style booth where customers can Wi-Fi hotspot whilst they sip on coffee they’ve made in the connecting kitchenette. THE CENTRE PRESENTLY HAS A TOTAL OF 904 UNITS WITH 9,321SQM OF RENTABLE SPACE ‘ from Guildford’s residential mix of houses and low-rise apartment blocks, as well as its small pockets of commercial sites. A significant portion of the customer base are local small business owners who wholesale their goods to shops and markets. Customers can have their container of goods delivered to the centre from overseas and store them in one of the several Enterprise Spaces available. The current Team are Kaio Tang, Centre Manager (top left), and Cristina Mihaila, Assistant Manager (top right). Kaio joins Guildford from Wetherill Park and brings a fresh perspective that is complemented by Cristina’s almost three years experi- ence and knowledge of the centre and its customers. The challenge for the Team is to sustain occupancy growth and fill up the new building as quickly as possible in readiness for the next phase of the expansion.

PROPERTY TY

PROPERTY DOWNLOAD

Cranbourne VIC

and new hoist. Another 260 units for Belmont. evenue Management (RM) started in d, I keep getting questions (g od one venue Management System. Albeit it anagement, but I thought I would sha H Chullora NSW Wetherill Park NSW

15 Kennards Kourier July 2021 ality, trends, demographics, tures, days on market, length competitive data, and many that a single person (or even an cal portion but a great deal of tanding our customers and rket, trial and error, heaps of y, adaptability, daily judgment nstantly taking controlled risks. ective of Revenue Manage- not to increase occupancy, to push rates. It is finding the alance betwe n the two of them mise revenues. Yes, maximise es! a complex game that requir s g several variables, like histor- mand, elasticities, prices, Wetherill Park NSW – Construction is underway with Apex Building Group for three x 2 storey buildings on an area of vacant land adjoining the current Wetherill Park facility. The new development will include 3,500 sqm of new lettable space, and a variety of larger to smaller units to be provided. Construction to be completed in early 2022. Cranbourne VIC – Regis Built have been awarded this contract for a new centre east of Melbourne CBD. The development will include three x 2 storey buildings with around 700 new self storage units, new office and amenities, and some Enterprise Space type units. Construction to start second half of 2021. Craigieburn VIC – Regis Built have been awarded this contract for a new centre north of Melbourne CBD. The Stage 1 development will include three x 2 storey buildings with around 800 new self storage units, new office and amenities. The Council approval also includes land area for future development to include a bulky store complex and alternate uses such as fast food and a service station. Chullora NSW – fit out of the final and top floor of the multi-storey building is underway. Another 220 self storage units will be provided for Chullora. Macquarie Park NSW – fit out of the final top two floors of the rear multi- storey building at THQ is underway. Another 270 units for Macquarie Park. Belmont NSW – fit out of the rear building is underway with Patterson Building Group. In land area KSS Belmont is one of Kennards longest sites with numerous single and two storey buildings. The site is so large the Team use golf buggies to travel around. KSS are expanding one of the larger buildings with a new level one self storage fit out

Adelaide Airport SA – Regis Built have been awarded this contract for the final level one fit out of Building C at Adelaide Airport. The centre opened in 2018 and steady occupancy has bought forward the expansion with another 90 units for Adelaide Airport. Murarrie QLD – Regis Built have won this contract for the fit out of the top two floors and will provide another 440 self storage units. Coorparoo QLD – Regis Built have won this contract to fit out the top two floors. The work will expand the centre with 300 new units. Michael Macheledt & Craig Henery Development & Construction Team

As a result, e price of more anticipating f to competito in the marke rent increase to support o maintain pro The results s achieving his strong rates income. At th more time to and centring product. This is an ex journey. The to test, param

PROFESSIONAL DEVELOPMENT PROFESSIONAL DEVELOPMENT

THE SITUATIONAL LEADER

A Situational Leader employs one of four leadership styles that provide him or her with the highest probability of success in every situation they encounter. Those situations are a function of the task that needs to be performed, in conjunc- tion with the task-related ability and willingness of the Team Member identified to perform it.

Based on the objective assessment of those parameters, and with the respon- sibility of successfully and effectively influencing the follower, the leader responds to the situation with one of four Leadership Styles. Those styles are operationally defined by Task/Directive Behaviour and Relationship/Supportive Behaviour: • Task/Directive Behaviour – the extent to which the leader tells the follower what to do, how to do it, where it needs to be done and when it needs to be completed. • Relationship/Supportive Behaviour – the extent to which the leader engages in open dialogue with the follower, actively listens and provides recogni- tion/reinforcement for task-related progress. • Style 1 or a Telling Leadership Style, is characterised by the leader using moderate to high amounts of Task Behaviour and moderate to low amounts of Relationship Behaviour. The leader makes decisions surrounding the timely completion of the task and provides the follower with the benefit of his/her experience in that regard. The flow of communication is from the leader to the follower. Questions posed by the leader are typically focused on clarity (.e.g. “Do you have any questions on the instructions we’ve just reviewed?”).

still maintains decision rights regarding what the follower needs to be doing, how they should be doing it and when it needs to be completed, but that structure is provided in combination with ample opportunity for discus- sion of why the task is important and where it fits into the overall scheme of operation. The leader also actively recognises the enthusiasm, interest and commitment of the follower for learning and gaining task-related experience. • Style 3 or a Participating Leader- ship Style, is fundamentally different from Styles 1 and 2 in that it is “follower driven” as opposed to “leader driven.” As such, it depicts an approach that is high on Relationship Behaviour but low on Task Behaviour. In that context (and from the leader’s perspective), the follower has the ability to perform the task in question at a sustained and acceptable level but lacks either the confidence or the motivation/commit - ment to do so. STYLE 3: SUPPORTING or COLLABORATING

"Hi Shona, That was a short good bye, but who knows what I'll do in the long term, might need storage again one day... Thanks for the very good customer service, excellent and friendly service every year when I popped in; and over the phone when I was away. Just wanted to do what I normally do and leave a review but don't have a Google account. So am happy for you to use this email. All the best for you and the business." Anja "To Whom It May Concern, Good morning, I recently had urgent need of storage in Palmerston North NZ. Your management staff, Shona Kitchen and Paul, I would like to commend for their commit- ment to company policy and customer service. Paul helped my daughter lift boxes too heavy for her to manage into our storage unit. We greatly appreciated this help and his commitment to service by declining all grateful 'tips'. Manage- ment Teams such as these two have proved themselves to be invaluable by their attitude and helpfulness to be splendid ambassadors of your company and your Brand." Dawn and Chantal "Great Team of people working at Kennards Port Melbourne! My business had two units here that we run e-commerce platforms out of. They were accomodating, and were always able to help us out with any requests, thanks for everything guys!" Dominique

STYLE 1: DIRECTING or GUIDING evenue Management (RM) started in d, I keep getting ques ions (good one venue Management System. Albeit it anagement, but I thought I would sha H

STYLE 2: COACHING or EXPLAINING • Style 2 or a Coaching Leader- ship Style, describes a leadership approach that is high on both Task and Relationship Behaviour. The leader a complex game that requires g several variables, like histor- mand, elasticities, prices, ality, trends, demographics, tures, days on market, length competitive data, and many that a single person (or even an STYLE 4: DELEGATING or MONITORING cal portion but a great deal of tanding our customers and rket, trial and error, heaps of y, adaptability, daily judgment nstantly taking controlled risks. ective of R venue M n - not to increase occupancy, to push rates. It is finding the alance between the two of them mise revenues. Yes, m xim se es! • Style 4 or a Delegating Leader- ship Style, is another “follower-driven” leadership approach that is character- ised by low amounts of both Task and Relationship Behaviour. The follower can perform the task at a sustained and acceptable level and is both confident and motivated to do so. Wayne Brown Training & Development Manager

16 Kennards Kourier July 2021 This is an ex journey. The to test, param As a result, e price of more anticipating f to competito in the marke rent increase to support o maintain pro The results s achieving his strong rates income. At th more time to and centring product.