eKourier April 2015

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.

8 Kennards Kourier April 2015