eKourier April 2015

Kennards Kourier

April 2015

Adelaides Growing South to Get a New KSS Centre

I n the past two years, Adelaide’s southern suburbs have been blessed with the opening of a train line and duplication of the southern motorway. A great deal of population growth is destined for this area.

busy Seaford Road; a Bunnings under construction only a short distance away;

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other KSS centre with all the standard features, giving local residents and businesses a high quality self storage option. For the more curious you can search for it at 31Seaford Meadows Road, Seaford Meadows on Google Maps and streetview to have a closer look. This is another exciting investment for KSS, and will bring our Adelaide network up to four centres. Sam Kennard Managing Director

KSS HAS ACQUIRED A 10,530 SQUARE METRE PROPERTY AT 31 SEAFORD ROAD, SEAFORD MEADOWS TO BUILD A NEW STORAGE CENTRE

And now they will be super-blessed with the addition of a new KSS centre in the suburb of Seaford Meadows. KSS has acquired a 10,530 square metre property at 31 Seaford Road, Seaford Meadows to build a new storage centre.

very close proximity to new housing and only one modest (and very unusual) competitor. We plan to build 580-600 spaces over a couple of stages.

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The property enjoys prominence to the

The property will be quite typical of any

1 Kennards Kourier April 2015

WHO’S WHO

Team Member Profiles

In this issue Adelaides Growing South...

1

Jenni Cramp Team Support Manager - Newcastle

Team Member Profiles

2

10 Questions with...

3

Career background: I was a Manager for 10 years and Network Store Manager for 2 years at Priceline. Any children? I have two boys; Kruze born 1993 and Rydj 1995. Hobbies/interests: Soccer, Football (Rugby League), Netball, Fishing and Snowboarding. Do you play any sport or have any special talents? Water Skiing and Soccer. Favourite movie: Meet Joe Black Favourite restaurant/food: Chinese and Mexican. Where did you grow up? Coal Point on Lake Macquarie. It was awesome.

Understanding DISC

4

Shave to Fight Leukaemia

5

They’re back...

6

Process Improvements...

7

The Journey Continues

8

Customer Feedback

9

NZ Expansion Continues

9

Service lasts forever

10

Customer Feedback

10

Prospect Stage 3 Expansion Open 11 Customer engagement in the digital age 11 Shave to Fight Leukaemia 12/13 Managing Your Emails... 14 Training Huddles Start in NZ 15 Spotlight on... 16 Mittagong Opening April 17 Storage impacts homeless people 18 Nevs Notes 19 Kennards Community 20 Next issue Deadline: June 19, 2015 Please send contributions to the editor Editor: Sharon Dux Upcoming events 25/4 - ANZAC Day (KSS Closed) 27/4 - ANZAC Day - PH New Zealand (NZ Closed) 29/5 - Sunshine Coast Show Day - Warana only (QLD) - PH hours 1/6 - Queens Birthday - (NZ Closed) 8/6 - Queens Birthday - (NSW, VIC, QLD, ACT, SA) PH Hours Email: sharon@kss.com.au Distribution: July 17, 2015

Any pets? No Favourite holiday destinations: Mackay in Western Australia.

Simon Laukkanen Customer Care Officer - THQ

Career background: My previous role was a

Customer Care Service Officer at Hillsbus in Sydney. There was no space to progress in the company so I moved on. Marital Status: Single Any children? No Hobbies/interests: Hanging out with friends and playing video games. Do you play any sport or have any special talents? I like to Snowboard and Skateboard. Favourite movie: Any pre-2009 Guy Ritchie Film (Lock, Stock and Two Smoking Barrels).

Favourite restaurant/ food: BBQ. Where did you grow up? I grew up in North Rocks, Sydney. Family atmosphere and very relaxed. Any pets? Not now, but have had dogs as pets.

2 Kennards Kourier April 2015

WHO’S WHO

10 Questions... With Hayley Marsh - Centre Manager Palmerston North NZ

What centre did you initially start at? I did my initial two weeks training at Mount Eden and then moved to Palmerston North. What changes did you face moving from Assistant Manager to Manager? One of the biggest changes for me was the increase in hours and learning how to successfully ‘juggle’ the work life being ‘The Manager’ and home life being ‘Mum’. I seem to have the balance just right thanks to the support of the Kennards Team and a very capable husband who takes more than his fair share of the work at home. Also, I was still fairly new to Kennards when I had the opportunity to become Manager. At the time, I’d only been with Kennards for around eight months working just 22 hours per week so there were still some aspects of the business that I didn’t have an in depth knowledge of back then. Thankfully, once again, I always had (and still have) the support of the whole Kennards Team and the answers to any of my questions are only a phone call, email, Support Request or K-Doc away. What aspects of customer service do you feel are important? I think one of the most important aspects of providing the best customer experience is building a rapport with the customer from the very first point of contact and to always be cheerful, friendly and smile. Remembering and using customer’s names when they visit has a big impact. Don’t make promises you can’t keep, follow through and never leave anyone hanging in the balance not knowing what’s going on. Going the extra mile should come naturally, it shouldn’t be a chore. Tell us a bit about your family? I am married to James and we have three children, two sons; Charlie 18, Mackenzie 4 and our daughter Araceli 2. We also have ‘Holly Dog’ our little Huntaway/Whippet Cross. My mother made the move from the UK to NZ just over two years ago and now lives right next door to us! Who inspires you and why? Araceli Segarra. For those of you who

haven’t heard of her she is the first Spanish woman to climb Mount Everest. She has also climbed Kanchenjunga, Shishapangma and K2, among others. Her ascent of Mt Everest in 1996 was documented in Everest, the IMAX movie about the mountain. I watch this movie/ documentary whenever I get any free time at home and, even now, 13 years after I watched it for the first time, I still end up in tears every time!! She is a beautiful lady with immense guts, determination, physical and mental strength. I just can’t help but admire this lady and my daughter is named after her. FREEDOM being our acronym describing the values of KSS, which value/s resonate more with you and how does that value/s help you and your Team? I think that all of the values within FREEDOM play a big part in the way in which I work and interact with my Team. I think I’d like to split it down and say that if you work with the ‘FREEDO’ values you should easily be able to create the ‘M’ both for the Team that you work with as well as your customers. The end result that we’re trying to create is a Memorable experience for everyone. And finally, to sum up Kennards in one word would be? For me, life’s a journey. Looking back over the past 15 years especially, myself and my husband James have had a roller coaster journey of highs, lows, challenges, hurdles and excitement. Through our strength as a Team we tackle everything head on and come out the other side even stronger. I think of Kennards in much the same way. We support each other, we support and really care for our customers. This leads me to a word that James and I have used to describe many of our adventures in the mountains… EPIC. I believe that this was one of the choices that Kennards came up with for the acronym for our values but then FREEDOM was chosen. So, the word I’m choosing to answer this question is EPIC.

How long have you been with Kennards and how did you come to be on the Team? I started with Kennards on 22nd April 2013. My daughter was just seven weeks old at the time. We’d recently moved to Feilding, not far from Palmerston North after spending four years living near the mountains of The Ruapehu District. Following the birth of my daughter, the opportunity to work for Kennards came along at the right time. Can you tell us a bit about your background? I was born and grew up in Plymouth which is a fairly large city in Devon, in the South West of England. I lived there all my life until my husband had the opportunity to transfer to New Zealand with the NZ Police Force. I’ve had various jobs, all customer service based. I’ve been a Kitchen and Bedroom Planner for a furniture store, a Team Leader in a large Call Centre and a Sales Rep for a motor factory to name a few. Since moving to NZ in 2007 and prior to joining Kennards in 2013 I managed a Uniform Shop and I also co-managed a busy holiday accommo- dation complex.

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Understanding DISC - ‘ C ’ Behavioural Style FEATURES They think very analytically and system- atically and make decisions carefully with plenty of research and information to What motivates the C Personality Style?

back it up. The C has very high standards for both themselves and others. Because they focus on the details and see what many other styles do not, they tend to be good problem solvers and very creative people. What does the C Personality Type contribute to a Team? The C Style brings perspective to groups and tends to be the “anchor of reality” in Team thought. When something is proposed, it is the C who will think through every detail of how it works and the process. They will complete tasks that they’ve committed to and will be very thorough. They take great pride in doing their work accurately and are excellent people to analyse research or test information. THE C STYLES ARE ACCURATE, PRECISE, DETAIL-ORIENTED AND CONSCIENTIOUS. ‘

The C is motivated by information and logic. They have very high standards of quality and are motivated by being well informed, researching before deciding, having clear parameters and instructions, doing work accurately and correctly, and seeing a project through to the end. What should one remember to do when working with C Personality Types? When working with a C Personality Style , it’s best to be prepared when possible. Do your research and prepare your case in advance. Pay attention to the details because this is what the C focuses on. When you can, support a statement or idea with accurate data or examples, which is. Be systematic and logical in your thinking and planning and specific when agreeing or disagreeing. When disagreeing, work with facts instead of people examples. Be patient, persistent, and diplomatic and remember that they fear criticism. Lynda Walsh Operations Manager (NSW)

T he C personality is often known as the organiser and rarely as a rule breaker. They are questioning and sceptical, as well as cautious and reflective. They value high standards, careful analysis and diplomacy. They might shy away from new ideas or respond poorly to criticism of their work. In the workplace they tend to seek the analytical tasks they can complete on their own. What are the general charac- teristics of the C Personality Style? The C Styles are accurate, precise, detail-oriented and conscientious.

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People that are an Influential ( C ) Behavioural Style

Albert Einstein

Bill Gates

Kevin Costner

Jim Kennard

4 Kennards Kourier April 2015

FEATURES Kennards Team Shave to Fight Leukaemia

Left: Selena Vuong.

their heads shaved, they were: Sam, Anthony, Dianne, Sean (Homebush) and Jesse Dux. Bill had his beard of 25 years shaved off and Sharon had her locks cut off, shortest she has had in over 20 years. Above: (L to R) Sam Kennard, Anthony Rous, Jesse Dux, Bill McClean, Dianne White and Sean Tusler ‘ LAUREN AND I HAVE BEEN DEEPLY TOUCHED BY THE SUPPORT SHOWN... Lush Hair and Beauty from North Ryde volunteered their time to pop into THQ to do the shaving. The Team showed off their bald heads and Mohawks at the end of the shave. Other Team Members decided to go with crazy hair and coloured their hair. We even scored a write up in the local paper The Northern District Times. The General Manager for the Leukaemia Foundation Chris McMillan dropped by to share with us what the Foundation does for patients and families. Lauren and I have been deeply touched by the support shown and would like to thank everyone for getting behind this fantastic cause. Tony Vuong Operations Manager (NSW)

K ennards Self Storage took On the 16th January 2015, our daughter Selena was diagnosed with Acute Lymphoblastic Leukaemia otherwise known as ALL Leukaemia. There are 300 reported cases of ALL in Australia every year, mainly in the 0-14 age groups. ALL is formed due to an overproduction of immature white part in the World’s Greatest Shave this year and our Team raised over $19,000.

blood cells. These cells overcrowd the bone marrow preventing it from producing normal blood cells and eventually destroying their function causing a weakness in the immune system. Selena has responded well to the treatment. The treatment for this disease is a two year program, as the doctor put it “it’s a marathon Lauren and yourself will be embarking on”. We will not know until Selena is eight years old whether the treatment has been successful or not.

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As a show of support Lynda

signed up for the Worlds Greatest Shave setting up the Kennards Self Storage Team. It started off as a small group and quickly grew to a Team of 21. A few of our Team bravely put their hands up to have

Above: (L to R) Sam Kennard, Anthony Rous, Jesse Dux and Dianne White

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Cont Pg 12

FEATURES They’re Back...!

Our clueless American Soap Opera stars Blaine and Amber are back in 2015… It all started back in 2013 when Blaine and Amber graced the radio on behalf of Kennards Self Storage, entertaining and educating radio listeners on when to use storage and why they should choose Kennards. having a baby, travelling overseas, renovating, and selling your home, children leaving the nest, divorce and death. Benefits that come with the Kennards brand such as free trailer use, high levels of security, cleanli- ness, our range of spaces and wine storage were also covered and each message was portrayed in a theme of a ridiculous soap opera, batty enough that you feel compelled to listen. A range of creative and funny life situations were dramatised; Blaine and Amber were ‘visually’ brought to life on our buildings, animated in the style of Liechtenstein to further expand and enhance our message. The Blaine and Amber Campaign has travelled across the different radio networks starting at Southern Cross Austereo network (MMM) in

2013 then onto the Australian Radio Network (KISS), and in 2015 Blaine and Amber will entertain the NOVA Radio Group. Nova has a different target market audience to that of the other two networks, so this new reach will complete our exposure across all three major FM networks. This aligns with our strategy to Expand and Enhance our Brand. The campaign will be supplemented with smaller 10 second mentions during the traffic reports (ATN, Australian Traffic Network) across all radio networks.

will also promote our Boxes and Packing supplies during which Blaine reveals a not so attractive past. The new ads will increase opportunities to explore more online content, through the Blaine and Amber Twitter handle, Google Plus and KSS Facebook page. The ads will air in the middle of March and throughout the year in six, two-week bursts for maximum impact. Darren Marshall General Manager

In addition to our new

audience, we have created six new Blaine and Amber ads to refresh our radio presence and entertain listeners.

Blaine and Amber have moved into storage and tell of the

different types of storage and potential use of storage. They

(L to R) Darren Marshall (THQ), Mike Retter (Circus), Sharon Dux (THQ), Brad Powers (Stella Audio), Suzie Briscoe (Circus) and the very funny Mark Sharman (Script Writer).

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FEATURES

Process Improvements – Accounts Payable Automation At Kennards we are identify any missing invoices.

cally so no storage of invoices, they will be held in the system for as long as we require allowing easy search access to check on any old invoices. 4. All invoices will be in the system and it will be easy to identify the status of the invoice and where in the approval process it is. With all invoices in the system, the approval process will become far more transparent. 5. Centres will no longer need to retain hard copies of invoices. 6. Invoices will no longer go missing between centres, the approval process and final processing and payment. 7. Approvals of invoices can be done remotely and Ops Managers will no longer be required to come to THQ to approve invoices. 8. For interstate Managers there will no longer be a need to mail or scan invoices. 10. Easier processing for Finance with more accurate recording and automated updating. Training on automated AP process started in Skillbuilder training on the 24th March. The ‘go live’ date is Monday 1st June. There will be extensive training and ongoing communication to centres to prepare for the new software. There will also be communication to our suppliers that currently do not email invoices or use hand written invoices (the system will not recognise these). The Finance Team look forward to working with the business and our suppliers to deliver this automated process. AP automation will take our business forward and allow us to integrate many more centres with minimal effort from an AP point of view. Anthony Rous Chief Financial Officer 9. Minimal mail opening at THQ.

always looking for better ways to do things. This is to meet the needs of our Customers, Suppliers and Team Members, to always deliver a delightful and memorable experience. You would more than likely have come across the impact of inefficient processes. These often result in unhappy customers or suppliers, stressed colleagues, missed deadlines and increased costs due to duplicated effort or bottlenecks in the process. As a business changes and grows, processes that have worked in the past may not meet the needs of the business or may need to be adjusted to meet the changing business needs. We have seen the impact on the Accounts Payable (AP) process as Kennards has grown from 30 centres in 2003 to over 80 centres in 2015. During this period we have seen little change to our AP processes. This led us to conduct a review of the process, review what better systems/processes were out in the market and also what automation we could look at to achieve across all areas of the business. The goal was to improve efficiencies and automation across all touch points of the AP process which included: • Suppliers – prompt and accurate payments within credit terms or to achieve discounts for early payment. • Team Members – simplification and ease of processing. • Operations Managers – simplification and ease of approving and reviewing as well as easy access to view invoices. • THQ – ease of approval and transfer and capture of invoices. • Finance – automatically process 30,000 invoices without any document storage. • Reporting and access to invoices – all online and easy to sort, review and

After an extensive review of available software’s we have settled on a Swedish Company called Medius. Their software is aimed specifically at AP processing and automation. How will it operate: • Invoices will be sent to a dedicated email address for Australia and NZ (they will need to be in PDF format, or else they will be redirected to AP to resolve). • The software will be configured to read the invoice and then allocate it (based on the address) to the correct centre for online approval. • The Centre Team Member will just need to tick the invoice to approve and enter a brief Description. The approver will be able to view the invoice within the email link and will not be required to upload any invoices. • All coding of the invoice to the correct account will be done automatically, based on the supplier. • The invoice will then go to their Ops Manager for approval. From there it will go to Finance for upload into the General Ledge Accounting Software. • The invoice will then be ready for payment. The Finance Team look forward to working with the business and our suppliers to deliver this automated process. What improvements will this process deliver: 1. No mailing of invoices, everything will be on line. 2. No time delay to approve or review an invoice as once the supplier emails it to the email address, it will be in the work flow process and will easily be identifiable as to whether it has been approved or not. ‘

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3. All invoices will be saved electroni-

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FEATURES The Journey Continues O ur four pillared strategic plan developed during Momentum 2012 continues to sharpen our focus and guide our decisions for improving the business. • Customer Care Centre to commence calling and surveying customers who declined storage with us, to gather valuable insights into why.

CONTINUOUS INNOVATION

• Introduction of the first Kennards courtesy moving bike at Moore Park. • Introduction of Credit Cards for Managers in place of petty cash. • Coming soon Invoice Automation, to reduce the manual work flow of processing centre invoices. • Pymble opening experienced the biggest leap in innovation for our new properties with: - Digital CCTV; - Keyless entry to the office retail space; - Approved beta test site for the latest PTI access software with Manager and Customer App, and pay at gate technologies; - Direct Debit Customer Payment method; In 2015 our Champions will continue to meet each month and progress the strategies from Momentum 12. Continue to watch out for updates on Growing and Strengthening our Brand, Finding and Retaining The Best People and the Customer Experience in the coming editions of the Kourier. Darren Marshall General Manager • Major changes to our IT infrastructure. - Cordless merchant terminals; - No storing of paper agreements

• Customer Loyalty program 5yrs, 10yrs and 15yrs, commencing with our 15yr customers to receive two movie tickets and personalised note from Sam Kennard. Then assess how well it is received. • New custom designed easy moving trolleys for customers use. GROW AND STRENGTHEN OUR BRAND • Introduction of the Blaine and Amber Radio Campaign, supported by building signage across all regions. • Website enhancements improving the customer experience with the ability to leave Centre Reviews and Google Reviews. • Production of “Virtual Tours”, Centre Videos embedded into the landing page for each storage location on our Website. • Alternate Team Member uniforms currently being trialled. FIND AND RETAIN THE BEST PEOPLE • There has been a significant change to how we recruit new Team Members by using a tailored recruitment called “Expr3ss”.

Each of the Pillars is assigned a Champion who is charged with the responsibility of developing and fostering the ideas and initiatives that can be adopted by the business to improve the business. Each month the Champions meet to share the latest news and develop- ments for discussion to keep the strategy alive and well. Some of the outcomes so far from momentum have represented little change to how we operate our centres day to day, they are however significant in terms of the wider business.

Some of those outcomes include;

CUSTOMER EXPERIENCE

• Mapping the Life Cycle of a Kennards Customer, for the purpose of system- atically reviewing each touch point to determine how effectively we interact at each touch with the customer. • Better collation and circulation of customer surveys received via Survey Monkey.

SAVE THE DATE August 29th, 2015! The Kennards Self Storage 2015 Achievement Dinner is fast approaching. Come along and join in celebrating the achievements of the Team. Catch up with Teammates and enjoy what is always a great night.

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FEATURES

NZ Expansion Continues

Customer Feedback

“I have had items in storage at Kennards Palmerston North since about 2002. They have always been wonderful to deal with, very professional, yet friendly, personal service. I moved away from the PN area shortly after putting the items in storage, and have never been able to get back to them, as I don’t have a vehicle, but was always happy to leave them in them storage. Recently I was diagnosed with cancer. I will start surgery and treatment shortly, and when I have recovered sufficiently to travel, will moving back overseas to live with family. However I knew I would not be able to get to, or deal with the stuff in storage, so I arranged to have the Salvation Army go in and take what they wanted and dump what they didn’t, and to phone me if there were any problems. I assumed that the storage issue was now dealt with, and one less thing to have to worry about, and Blair and Hayley at Kennards were so nice, and so helpful. But instead, the Salvation Army people went in, picked it over, took what they wanted, left the rest there, and never even bothered to call me to tell me. It was Blair who called to tell me. I really didn’t have time to make any other arrangements, and didn’t know what to do. Blair came to my rescue, arranged skip bins (which of course I was more than happy to pay for), and cleared the locker out himself for me. Blair and Hayley are probably the nicest people I have ever dealt with in any business and I can wholeheartedly recommend Kennards in Palmerston North as the best place to go to for storage!

O ur Mt Eden centre has oped basement level used for car parking has been converted into an additional 78 units. With larger units in high demand the spaces have been welcomed with open arms by the Team. Utilising the existing ramp we ceased upon the opportunity to build some premium driveway units and utilise every square inch of space available. It was pleasing to the see the Team diligently and enthusiastically making reservations for customers as soon they came online. This was the final stage of the Mt Eden project and if historic rent up continues we should see Mt Eden operating as a high performing centre by the second half of 2015. After the acquisition of the Wellington site in 2014 we quickly identified some changes needed to the unit mix to increase revenue. Through our own research and CPA reviews we agreed some large units were required. Fortunately this was as simple as removing the dividing walls between a number of smaller units on the ground floor and upper levels catering the demand of our customers. successfully completed its latest conversion project. The final underdevel-

‘ WITH LARGER UNITS IN HIGH DEMAND THE SPACES HAVE BEEN WELCOMED WITH OPEN ARMS BY THE TEAM As we go to print we have also remedied the necessary paper work to bring our site up to Earthquake standards with the local council. It was a big learning curve for me dealing with council, let’s just say, do not get me started on bureaucracy! ‘ Earthquake strengthening has begun on the adjoining building which will enable us to build four new levels! This planned fit out will see even larger units including our Enterprise Spaces, this will be a nice niche and highly sort after solution in the Wellington market place. While this will be a substantial invest- ment it will place us as the largest and most sophisticated storage facility in the area. It’s has also increased our appetite to expand with more sites in this region. Andrew Kirkham Operations Manager (NZ)

Thank you Kennards, and thank you so much, Blair and Hayley.”

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FEATURES Sales go up and down but service lasts forever H ard to believe we are only two months away from end of the financial year. National Accounts we’re in a strong position, aiming to finish the year with just over 14,200 rented square metres. storage was with other operators and it was an understandably difficult time as many were losing jobs or going through other changes. The downsize included collecting secure bins, removing shelving, findings solutions for un-needed cabinets, rubbish etc.

Customer Feedback

“I want to say a huge thank you for your excellent customer service last Saturday at Yeerongpilly when you stayed back late to enable me to store some items after I was let down elsewhere. You really came to my rescue in a tight spot and it is very much appreciated. If I need storage in the future you will be the first one I call.” “I am sorry to see myself go from Kennards Vermont but everyone does move-on whether they like it or not. Kennards did look after me as much as they could so there was not much else I could ask for. You never know what the future holds so you may see me back there again.” “Other companies could take a leaf out of your book. Debbie at Auburn was so helpful that I felt like part of the family!! Not many places these days have such wonderful customer service with people that genuinely seem to care and want to help you. Thank you once again.” “We have been completely satisfied with our storage experience over nearly two years at Huntingdale. Your staff always helpful, the systems all worked and accounting was clear. We had confidence in the security measures and access arrangements. This made our housing move a much easier task than any previous change. We have made several such relocations! Finally, we appreciated your thoughtful adjustment for any unused time. Our congratulations to your whole Team.” “I would like to thank Adam and his Team for excellent service and customer satisfaction at Kunda Park. Nothing was a problem and access 24/7 was great. Place is in a great spot with a wide variety of storage sizes, which suited our needs. Thanks for the wonderful service.” “I have been to Kennards three times in the past week to collect our things from storage. I am completely impressed with the services, the lifts, loading areas, tea and water facilities and Dax was extremely helpful in every request we made. I would use Parramatta again easily.”

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Since July last year we have welcomed Actavis, Bayer, Fuji Xerox, Upstream Printing, Glaxo Smith Kline NZ, Pernod Ricard, Rockstar Management and Tyco Australia. Some interesting new prospects and growth opportunities are in the sales funnel too which reflects the improving business confidence out there. There’s even an interesting preferred supplier arrangement and marketing campaign that we hope will be ideal for franchisee’s. I’ll have more on these new customers as we work through their needs over the coming months. The opportunity remains to become the sole providers for a number of our customers. When we consider this issue and the ‘bumps in the road’ we experi- enced with the downsize of Novartis and Pfizer as they moved to a different business model; there are some interesting take-a-ways in this experi- ence for the service we provide.

THE OPPORTUNITY REMAINS TO BECOME THE SOLE PROVIDERS

FOR A NUMBER OF OUR CUSTOMERS.

As difficult as it was and as sad as we were to lose them it was lovely to hear the feedback from their Teams. They were very appreciative for how we had worked with them to assist their vacate. Their comments about other operators were not the same. We will keep in touch, in our experience it’s likely they will need storage again. I’d like to think they’ll know where to go. And when they fill out the feedback survey they’re one more that ticks that magic box, “Just Kennards”. Fiona Harding Business Development Manager

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For these customers some of their

Customer Feedback “My husband and I move around a lot, so have stored goods with a number of Kennards facilities over the past ten years (Annandale, Mona Vale, Warriewood - NSW; Preston, VIC) and have had a consistently excellent experience every time. The customer service provided by the staff at these facilities is second to none - they are proactively helpful, knowledgeable, friendly and genuinely seem to love what they do, which makes an enormous difference during what can be a very stressful time. The facilities are always well maintained, and the little things like complimentary tea and coffee are just such a lovely touch. We will only ever store with Kennards!” “Kennards storage Palmerston North, the staff are friendly and very helpful I fully recommend these guys for all of your storage needs they are cheap and have all the equipment to assist moving your gear in. Each storage unit is fully lockable and is monitored 24/7 so your gear is fully secure. 10 out of 10 guys!”

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FEATURES Prospect Stage 3 Expansion Now Open

We have adapted the range of sizes with more ‘family size’ single garage spaces available; better suited to the demographics of the area and the requests of our customers. These are complimented with a variety of other sizes available too, allowing the Prospect centre the flexibility to accommodate any storage need. The upgrade includes five specially built Enterprise Spaces – mini warehouses ranging from 88 to 118 square metres; ideal for small or growing businesses. New access with much needed separate entry and exit gates has also been added. This expansion takes the Prospect centre to be the second Largest in the Kennards portfolio and one of the largest in Australia. With over 12,400 available square metres and 1,000 spaces for customers, this expansion compliments the improvements made in 2010. Darryl Hodgson Operations Manager (NSW)

S tage 3 expansion of Kennards Prospect is now complete. 240 new state of the art storage spaces are now open. Each with their own individual alarm and 24 hour access.

What does customer engagement look like in the digital age?

T he rise of business reputation, brand recognition and customer engagement through what is commonly being referred to now as the ‘social web’ means businesses of all sizes need to fundamentally shift how they engage with their customers. Conversing with customers online is very different from talking or negoti- ating in a store. On the web, customers appreciate honesty, speed, easy access to information, interaction and the ability to get things done 24/7, 7 days a week. Customer engagement is no longer a series of one-off experiences, it’s an ongoing dialogue. We need to be good listeners in the digital age and thinking about tomorrow’s customer today. The question is how do you get that balance right, where do you draw the line and how do you bring it all together without compromising what is otherwise well thought out design simplicity that gets conversions? The answer is simple. Don’t do it all at once. Start with a strategy and introduce its components over a period of time all whilst paying attention to what analytics are telling you, there is no point having a

Centre related blog posts Gives customers better insight and related news about what’s happening now and in the future at centres. Adverts on Centre Pages Cross marketing promotions offering to insights and additional services to customers. Contact Us Tailored workflows for new and existing customers specific to the context of their enquiry. Confirmation Pages Enhanced customer experience when getting a quote, making a reservation, paying online or making an enquiry by setting out clear and concise informa- tion and expectations that can be easily digested. In the pipeline we have the next big thing ‘Rent Now’, an automated end to end sign up work flow including digitally signed agreements, more news on that in the next edition! Jeff Xanthos Chief Information Officer

guess particularly in this day and age of analytics. Decisions should be consid- ered and based on facts not feelings. Recognising how rapidly the digital world is evolving and how customers now choose to engage should form the core of strategy with the end game seeing interconnected systems operating as single unified platform to deliver the ultimate experience. The latter poses the biggest challenge(s) and sits in longer term initiatives. Many of the features we have delivered recently, are not huge advancements on their own, collectively they significantly contribute to the broader ongoing plan: eQuotes & eReservations Seamless customer experience between website quotes and in-store reserva- tions. Ensures brand consistency between in store and online contact. Centre Reviews Allows customers to interact directly and transparently provide honest feedback via the website, with the ability to leave ratings and be heard. Creates trust and builds reputation.

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FEATURES

Kennards Team Shave to Fight Leukaemia

Right: Dianne White (Kennards Customer Care Team) Below: Anthony Rous (Chief Financial Officer)

Above: Bill McClean (Training & Development Manager) Right: Tony (NSW Ops Mgr) & Lauren Vuong (Selenas Parents)

Right & below: Sam Kennard & Sam Kennard with his youngest daughter Lara Kennard

Above & Right: Jesse Dux (Son of Sharon Dux - THQ)

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FEATURES

Our Thanks goes to Sean Tusler (Assistant Manager at Homebush) who kindly donated his time and photography skills to take some great shots of the day, and to Lush Hair and Beauty at North Ryde, for their donated time.

Above: Lynda Walsh (NSW Operations Manager) Left: Sam Kennard with the General Manager for the Leukaemia Foundation Chris McMillan Below: Sharon Dux (EA to MD, THQ)

Left: Maria Katselas (Manager for Camperdown) Below: Sean Tusler

(Assistant Manager

for Homebush)

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FEATURES Managing Your Emails With Ethics! T he way we communicate with each other is determined primarily by individual action. When communicating with

others we choose or elect to speak on the telephone, have face-to-face interactions, SMS text messages, Viber, Whatsapp, Yammer, Facebook and Twitter, our forms of available communi- cation has endless possibilities. Another form of important communica- tion between each other is the silent but sometimes deadly email. The handling of an email is an important every day task which includes internal (Kennards) and external (web site enquires) emails. When sending/responding to an email it is also important to consider: - Always enter a concise and relevant subject. This will ascertain the importance of the email. - Keep the list of recipients to a minimum. Only send an email to relevant people. To others it will be an annoying waste of their time. - Limit your email to one subject per message. Other items in the email will only cause confusion. - Answer emails swiftly. In the majority of cases our customers, suppliers, contrac- tors, and team members require quick responses and especially potential customer web site enquires. - Use Proper Spelling, Grammar, Punctuation. Our reputation and image depend on us providing information in a professional manner. - Only forward relevant information and files. There is nothing more annoying than wasting time downloading an attachment to others or the context of the email that is irrelevant.

time. It is important to consistently scan your inbox for senders and subjects that may indicate urgent attention ie: web enquiries. - Read your email before sending it. It enables you a chance to correct any spelling or grammatical errors (such as ‘Americanisms’), and also gives you the opportunity to read it from the recipients opinion. Generally ask yourself can the message I am trying to communicate be taken out of context. - Using emails to discuss confiden- tial information. Sending an email is like sending a postcard and may be read by anyone. If you wouldn’t say it in an open forum then don’t send it. EMAILS ARE A SERVANTS TOOL WHICH YOU ARE THE MASTER! - Don’t reply to spam. Doing so will only confirm your address is live and increase the amount of unwanted emails you receive. - WRITING SENTENCES IN CAPITAL LETTERS (uppercase). This may be considered rude and that you are shouting at the recipients. ‘ ‘

- SMS type abbreviations such as pls,r,u,LOL etc. The use of these word shortcuts are fine using a mobile telephone or SMS message between friends but should not be used in a professional business communication forum. - Don’t put the name of the recipient(s) in the email address book until you are ready to forward. How many times have we inadvertently pushed the send button instead of the save button before we have finished compiling an email. There are four things to consider ‘What to Do’ when receiving an email:

D – D elete

D – D elegate by forwarding to another team member with dates and time frames for follow-up

D – D o it now by responding immediately

D – D efer by allocating a later time when to follow-up With this in mind always remember email etiquette – if it’s important then call. Emails are a servants tool which you are the Master! Wayne Birch Operations Manager (VIC)

- Leave reading emails to an appropriate

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TRAINING

Training Huddles start in NZ

(L to R) Jayne Kiddell (Napier), Karina gardiner (Wanganui), Hayley Marsh (Palmerston North), Peter Nelson (Wellington), Allan Bevan (Hastings), Duncan Newington (Tauranga), Leon Sathiasothy (Mt Eden), Craig Welch (Three Kings)

I n mid-February we held our first Mangers Leadership Huddle in NZ at Ohariu Farm on the fringe of Wellington city, attended by all the NZ Site Mangers lasting two and half days. With the geographic spread of all the sites, it was a rare moment to have all the Managers in one place. It was a successful event that will benefit the business. The theme of the huddle was based on three main concepts – Opportunity, Challenge and Achievement. Steven Covey uses the phrase – “Sharpen the Saw” and with the assistance of Bill McClean, we are determined to set the stage for improved results in the NZ business. Sessions held over the huddle included creating improved SMART action plans, recognising the need to up skill on more immediate dynamic price setting, thinking about unit conversions more and fine tuning rent increasing practices. We have already seen results in the centres since the Huddle, Managers have taken back their learning to their respective sites. New merchandise ideas have appeared, dynamic price setting participation has increased and unit

conversions have started. The most noticeable improvement we have seen so far is the change in attitude from less talking about doing things and instead more planning things which we are confident will improve the results and performance of the business. The commitment to have all sites at high performance status is indeed strong now. To assist momentum, we have planned for Assistant Managers to attend the same type of Huddle in May. Andrew Kirkham Operations Manager (NZ)

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PROPERTY Spotlight on... Kunda Park

T he original Kunda Park building was a BBC Hardware store before being converted into storage, you can still see the timber sizes that were painted on the floor in some units. The centre was converted to storage in 2003 by Fort Knox Storage. Kennards acquired the centre on November 9th 2013 with occupancy at 70%. The centre has great exposure on the main road into Maroochydore between the Bruce Highway and Sunshine Motorway. Located in Kunda Park Industrial area with nine Self Storage competitors nearby mostly owner operated. We currently have 49 different sized units and 288 units throughout on the ground floor, upper levels, open and undercover. Kunda Park is about to undergo renovations to expand and will see the addition of driveway units and conver- sion of the undercover area into more storage units, this will see us increase to approximately 400+ units.

Since acquiring the centre in 2013 occupancy has grown to over 90% and merchandise has more than tripled in the last 12 months. Having nine competitors in the local area keeps us on our toes. Excellent internet presence and superior customer service sets us apart from the rest.

Geoff Turner is the current Centre Manager for Kunda Park. Adam Morrissey (Manager) and Ella Marriott (Assistant Manager) were previously responsible for the centre and are to be commended on their achievements. Kunda Park Team

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PROPERTY

Mittagong Opening April

Klemzig - Completion in July 2015 Storco have won this Stage 2 building project. Work is underway and we expect to be completed mid July 2015. Kunda Park and Maroochydore - Planning Approval received We’ve received Planning Approval for both projects and have proceeded to calling tenders which are due in April. Petersham, Waterloo & Macquarie Park - Ready for next stages All three centres are ready for their next stages. We already have Planning Approval and are finalising the unit mix. Tenders are due late May with work to commence by July. Abbotsford - To commence in May Tenders are in and we are just refining the scope to commence construction in May. Hawthorn - Awaiting Planning Approval We have just lodged a Planning Approval for this new centre and hope to be under construction in a few months. Seaford Meadows - Preparing Application for Council This is another new purchase. We are preparing to lodge a Council Application by end of May. For regular updates please follow me on Yammer and Twitter. Michael Macheledt Development & Construction Manager

Prospect - Stage 3 works complete (Above) L to R: KSS Prospect - Ben Moon (Assistant Manager), Robert Stubbs & Bill Franks (Total Construction) and David Cahill (MCHP Architects). Stage 3 works are now complete with 210 new units and 5 new Enterprise Spaces. Warrawong - Work to begin June 2015 After exhaustive environmental testing we have made some modifications to the design and will retender the entire project with onsite work due to start June 2015 Mittagong - Opening April (Main photo) Work is progressing well with 80% of the building complete and driveways 10% complete. We expect to open in April. Miranda - Fit out will complete entire building Total Construction have won the project which when finished will complete the fitout stage for the entire building.

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CHARITY How storage can impact the number of homeless people reading

Why do you think providing books to homeless people matters?

There are many good people working tirelessly to assist homeless people. Some help with shelter, some with clothing, food and so on. They say books are food for the mind, and I thought The Footpath Library idea was a way to make meaningful difference to their day-to-day existence. Books can inspire, stimulate and educate. Each reader will have their own journey and experience of a book. It’s probably difficult to say what the “deliver - able” will be for them, but if they are reading it, then they must be enjoying it – that’s enough for me.

The Footpath Library a charity supplying books to the homeless interviewed Sam Kennard about the importance of books and reading.

K ennards Self Storage has been supporting The Footpath Library for years. They generously provide space in their storage centres for us to accumulate, store, sort and distribute our books in Sydney, Melbourne and Brisbane. We sat down with Managing Director, Sam Kennard to learn about how Kennards Self Storage has taken The Footpath Library out of the Founder’s garage to where it is today. When I first heard about The Footpath Library, Sarah was using her home garage to store the books, it was just in its infancy. It was apparent the appeal of Sarah’s initiative was bigger than her garage, so we decided to help by donating space to store the books at our Brookvale centre. We have happily supported The Footpath Library’s expansion with more space in other areas. Sarah is very passionate, and it’s easy to become captured in this and help her cause in our own modest way. Why do Kennards provide community support? How did Kennards start providing storage to The Footpath Library?

Companies have particular natural strengths where they can be of assistance to community organisations. At Kennards, we like offering our storage service to assist others particularly for people who are displaced. Storage space is central to our business, so when a cause needs this to help people who are displaced, we are happy to help. They say books are food for the mind, and I thought The Footpath Library idea was a way to make meaningful difference to their day-to-day existence ‘

Do you have a favourite genre of books?

I read business and personal development books quite a bit. My favourite would be “7 Habits of Highly Effective People” by Steven Covey. In fiction, my most gripping read recently was the Stieg Larsson Millennium Trilogy.

What are you reading at the moment?

I am reading Smaller, Lighter, Faster, Cheaper, Denser: How Innovations Keep Proving the Catastrophists Wrong by Robert Bryce. It’s a book about mankind’s amazing ability to innovate which has solved or continues to solve many of the world’s problems, whether they are about food production, transport, medicine, environmental and so on. Humans have an amazing capacity to make things better. It’s a very positive concept that we often don’t appreciate.

‘

Do you find it helps with staff engagement?

Corporations are made up of many people. People obviously have many concerns about other issues and causes outside of work. It is helpful for engagement of company’s Teams to assist them in things that matter to them outside work.

To see the article go to http://footpathlibrary. org/2015/03/03/kennards/

The Footpath Library

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