eKourier April 2015

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!”

10 Kennards Kourier April 2015