eKourier April 2016

Kennards Kourier

April 2016

Broken Window Syndrome T he Broken Window Syndrome has always resonated with me, the theory being that people take cues from their surroundings and calibrate their behaviour based on what they see.

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There is a correlation between how we maintain our properties and how our customers respond and behave on our properties.

The concept was conceived back in the 80’s and 90’s in New York when the city’s crime experienced a dramatic decline. The belief was that if a broken window in a building is left unrepaired, it is then likely the rest of the windows will be broken soon after. Because one window was already broken there is a psychology that whoever breaks the next window will not get caught or blamed for the damage. A broken window sends a message to people that no one cares and no one is in charge. Signalling to the general popula- tion that anything goes. For New York this meant graffiti, public disorder; damage and rubbish went on the rise. Equivalent to a broken window they would become the precursor to more serious issues. This theory indicated that crime was contagious and can start with a broken window. The city went on a programme of replacing broken windows, removing graffiti from trains at the end of each line before commencing its next run, stamping out petty indiscretions and cleaning up the streets. Many other strategies were adopted with a belief that the epidemic of crime and disorder can be reversed by addressing the smallest details in the environment. We ourselves have had some experience with this type of theory. Removing graffiti from our buildings as soon as it occurs discourages graffiti artists persevering in targeting that particular location. They know their hard work doesn’t see the light of day which is the intention of graffiti tagging.

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a customer damages a roller door and sees that there are other damaged doors there is less chance of them informing the centre because they believe that’s consid- ered acceptable. The same applies to our kitchenette our conference rooms and our equipment that we provide. There is a correlation between how we maintain our properties and how our customers respond and behave on our properties. Similar to reducing crime in New York City under the Broken Window psychology. Our customers will care about the centre as much as we show we care about our centre. The next time you see a piece of rubbish, notice that something is broken or needs cleaning, think about the Broken Window. Presentation is critical in the eyes of our customers it shows that someone does care and that someone is in charge, this generates confidence that we are capable of caring for our customers treasured possessions. Darren Marshall General Manager

The Broken Window Syndrome can be applied to our properties. When damage is left unrepaired, or our centres are left unclean or a piece of equipment doesn’t work. This can send the same message to our customers that we don’t care and that no one is in charge. Our customers will then not care about the damage they cause or the rubbish they leave. clean by educating customers with a sign. Once a toilet is dirty it will remain dirty as customers don’t feel bad about adding to the mess. Maintaining a clean toilet to a high standard will encourage customers to maintain that standard because they feel bad about making a mess of someone else’s caring hard work. The psychology again, the person perceives there is a chance they could be caught and identi- fied for making the mess. Those who don’t unfortunately will not respond to a sign either. Not picking up rubbish around the property encourages more rubbish by customers. They won’t get caught and they don’t feel bad about something they didn’t start, it has to be cleaned up anyway right. If Toilets are a good example. Team Members attempt to keep their toilets

1 Kennards Kourier April 2016

WHO’S WHO

Team Member Profiles

In this issue

Leng Tang Centre Manager - Wetherill Park

Broken Window Syndrome

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Team Member Profiles

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Career background: Michels Patisserie, Bakers Delight, Sales Estimator, Business Development Manager. Marital Status: Divorced. Any children? Lucas and Daniel, both Gamers. Hobbies/interests: Going to the cinema, film studies and reading. Do you play any sport or have any special talents? Not really. Favourite book: Pride and Prejudice. Favourite movie: A Room With a View. Favourite restaurant/food: Career background: Previously worked with Doors Plus, also employed as a Retail Manager for a Sunglass company. Marital Status: Married. Any children? no. Hobbies/interests: Reading spiritual books and watching You Tube movies. Do you play any sport or have any special talents? I used to play Cricket, Badminton and Table Tennis. Favourite book: The Secret Favourite movie: Bollywood movies and Titanic. Favourite restaurant/ food: Manjits in Balmain (Indian).

10 Questions with... 3 Gossip, Innuendo, Rumours 4 Ready For The Future 5 Customer Feedback 5 Legal News 6 Rent Now, The Bigger Picture 7 One Persons Ceiling... 8 Leadership And Management... 9 The Worlds Most Valuable Brands 10/11 Fairy Sparkles Once Again 11 Set For Success At Wellington 12 Construction Investment Climbs... 13 Great Team, Great Success 14/15 Spotlight On... 16 New Sites And Expansions 17 Kennards Boxes In Abundance 18 Toni & Guy Do More Than Cut Hair! 18 Nev’s Notes 19 Kennards Community 20

Italian, Thai, yummy custard cream donuts! Where did you grow up? Henderson, Auckland, NZ. Idyllic! Any pets? No. Favourite holiday destinations: Thailand.

Sanjay Bhatia Centre Manager - Parramatta NSW

Next issue

Deadline: June 17, 2016 Editor: Sharon Dux Email: sharon@kss.com.au Distribution: July 15, 2016

Upcoming events

25/4 - ANZAC Day KSS Closed 10/6 - Sunshine Coast Show Day - Maroochydore and Kunda Park Only (QLD) - PH Hours 13/6 - Queens Birthday (NSW/VIC/QLD/ACT/SA) - PH Hours 13/6 - Queens Birthday (NZ) - Mt Eden, Three Kings, Wellington PH Hours, All other NZ Centres closed

Where did you grow up? I grew up in India in Mumbai City. Any pets? No. Favourite holiday destinations: Would like to travel to Europe.

2 Kennards Kourier April 2016

WHO’S WHO

10 Questions... With Trudy Iacobucci - Flemington Centre Manager

and got on so well was fabulous and I know I have made some lasting friends. What an amazing thing for a company to do for their Team .I’ve also been on a two day wine course at the Hunter Valley and also was lucky enough to be chosen for a two day SSAA Retreat which was held in Melbourne last year. When thinking about our acronym FREEDOM and its seven values what stands out to you as the most important? I believe in the whole word Freedom for the individual to make decisions for themselves and grow, achieve and prosper as a person, because of it.

they will store every time.

Tell us about your family?

I am very family orientated. I have a wonderful husband Julian. I have two children, Stacey who is 29 and Brant who is 27 and daughter in law Lauren. I have two step daughters, Bec who is 31 and Jessica who is 29. Three beautiful Grandchildren, Megan who is four, Lucas who is five months and Marley who is four months. Two beautiful little Maltese dogs as well. Love them all and try and see them all as often as possible. What do you like to do with your time when not at work? My husband and I love to cruise and we are off on our next one shortly which is cruise number seven! We also love Qld as well to holiday. Love relaxing and seeing films and dinners out with friends. And finally, to sum up Kennards in one word would be?

Well its actually two, character building.

When did you join the KSS Team?

How would you describe the role of a centre Manager at KSS?

I have been with KSS for about six and a half years commencing at Port Melbourne, then a short time at North Melbourne and now here at Flemington for about two years. What was your first impression of Kennards and its people? I was amazed at the culture that had been created within Kennards. Such a great atmosphere, great people whoever you spoke to, be it another site or THQ, everybody was so helpful including our Ops Manager Wayne Birch who is a great mentor. Tell us about one of your memorable experiences with a Team Member or storer that you found our Freedom Values shine through? My most memorable experience was the amazing time that I had at PEP. The way everybody opened up to each other

Below: Brant and Lucas

A roller coaster ride at times but always fun. It’s very rewarding work and I love it. How would you describe the culture at KSS?

It’s all about customer service and showing the

customer that we care and are interested in their situation. If the customer trusts you and the company

3 Kennards Kourier April 2016

FEATURES Gossip, Innuendo, Rumours... Or Is It Just Harmless Chitchat?

time you told a story to someone who was clearly not interested. The story probably withered on the vine.

Here’s how to stop gossip in the workplace:

1. Don’t participate. Walk away from the story. Don’t give visual clues that you are interested in listening. If someone passes a juicy story on to you, don’t pass it any further. Take personal responsibility to act with integrity. 2. Turn it around by saying something positive. It isn’t nearly as much fun to spread negative news if it’s spoiled by a complimentary phrase about the person being attacked. 3. Don’t be afraid to have a constructive conversation with the person gossiping and ask them to stop, explain that their behaviour is making it uncomfortable for you. 4. Don’t be afraid to talk to your Manager or Operations Manager if you feel there is gossip in the workplace that could be hurtful to another Team Member. Gossip can have many adverse side effects on an organization. It increases conflict amongst teams and individuals, creates strained relationships and breaks down trust; which results in team members second-guessing each other. It’s important to build a culture of mutual respect and integrity. Rumours are spread

T he quick conversations you share on the phone, at work events or around the water cooler, seem so harmless… right? Is it chitchat or is it gossip? How can you tell the difference? There is a very big difference,and it is an important one, because gossip run amok can be dangerous and destruc- tive in the workplace. So how do you tell the difference between gossip and idle chitchat? While idle chitchat and other light conversation can be value neutral, gossip is often negative, inflammatory and embarrassing to the person being spoken of. Consider the impact of what is being said: - Does it cast negative aspersions? - Does it create rifts? - Does it revel in the misfortune of others? - Does it have a negative emotional charge? - Does it serve to perpetuate conflict or negativity? - Is it hurtful or damaging? - Is it something you would say in front of that person?

Technically, any sharing of trivial or unsubstantiated information can be considered gossip. But you have to consider the sentiment. For example, if it were rumoured that a teammate is being promoted and you discuss it with a co-worker, is that gossip? If the discussion is hurtful or damaging or negative, then yes, it is gossip. But if it’s value neutral then it’s not. If the story is told with negativity and without good will, then it is gossip. Consider this; the information you are sharing with another Team Member, is it your story to tell or does it belong to someone else?

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IT’S IMPORTANT TO BUILD A CULTURE OF MUTUAL RESPECT AND INTEGRITY.

Most people believe they aren’t involved in gossip. But here’s the thing that most people don’t realise, as a listener, you are a co-narrator to the gossip. In other words, the act of active listening actually supports and promotes gossiping. The more you listen, the more you encourage it. If you don’t listen, the gossip has nowhere to go. Think about the last

‘ by people, so you can stop rumours at the source by talking about the negative effects of rumours and gossip, and by outlining your expectations. You probably won’t stop all rumours in any organisation completely, however you can use these strategies to create harmony and trust within your Centre and work Team. Lynda Walsh Operations Manager NSW/SA

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FEATURES

Ready For The Future

Customer Feedback

“As a first-time user of self storage, I was pleasantly surprised by how smooth and easy the experience was at Kennards Vermont. Lisa and her colleagues were consistently profes- sional yet always friendly, helpful and flexible. They are a model of good customer service!” “I have three units with Hornsby KSS. These guys have been excellent to deal with - easy to book through, very competitive pricing, assisted with additional space when overflow required (including a free padlock to help with the situation!), and went above and beyond with some necessary repairs to ensure the space we used was watertight. The location is also great and access simple.” “Can’t fault these guys at Moore Park - such an easy experience to move in (even on the top levels), helpful staff and plenty of trolleys around. Units are clean and well maintained.” “Belinda at Campbelltown is Fantastic! She was very informative, proactive, approachable and always happy to help in person, over the phone and via emails. We enquired about storage over six weeks ago and we have never stored anything before. She made it a smooth and painless process for us especially with two young children. Thank you so much Belinda you are an asset to Kennards Self Storage!” “These guys are great! Make the process so smooth and easy, great customer service, use of a trailer to help move stuff, just all round great customer service at Flemington.” “I recently had my home contents in storage for under a month. Kennards made it easy to move in and out, and the wonderful customer service from Goran made me more relaxed in what was otherwise an extremely stressful situation moving. Kudos to Goran and to Kennards Port Melbourne...I’ll definitely come to you guys if ever I need storage again!”

F or many years Kennards has used KOSMO to drive payroll and rostering with the payments and reports through an outsourced bureau. This is the case for both New Zealand and Australia. As the business has grown and complexities increased, we have looked to alternative more automated processes. This has led us to partner with two businesses to implement a new system in May/June. For payroll we went with Preceda who are a large Australian payroll provider. The rostering will be set up with Deputy, a dynamic, flexible and modern rostering business. Both suppliers will operate across Australia and New Zealand. The implementation has involved bringing the two companies together, aligning processes between Australia and New Zealand that have been slightly different and fine tuning areas to fit exactly into two software provider systems. We have also looked to prepare the systems to meet our IT objectives of having software in the “cloud” and not on a Kennards computer. This allows Kennards IT to be freed up from maintaining the systems locally. Furthermore it allows a key system to be removed from KOSMO. There was also a need to allow our Team Members to be able to access their data, make

changes, access payslips, annual summaries and check their rosters etc all from anywhere in the world! The change will also allow TSM’s to receive immediate notification of any changes to their shifts. A further benefit is we will bring payroll in-house and not rely on the external bureaus. As the business has grown and complexi- ties increased, we have looked to alternative more automated processes. Initial training and awareness of the process changes has been conducted in Skillbuilder during March and April with final training to be conducted for all users prior to go live in May/June. Once the systems are up and running it will allow Kennards to be ready for future growth of the business or changes in labour requirements, as well as allowing significantly improved reporting and automation to deliver value add informa- tion to the business. Anthony Rous Chief Financial officer ‘

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FEATURES

Customer Feedback

“Really exceeded my expectations. Eric at Chatswood was really helpful. When I went in to sign the paperwork he knew I was in a hurry and put it through as quickly as possible. Will recommend KSS and tell friends to speak to Eric.” “Have dealt with two KSS centres this weekend - storing at Waterloo and van hire from Waterloo and Chatswood. Staff at both KSS facilities fantastic. Very impressed with the KSS experience.” “Dealing with the Palmerston North manager Hayley, was a pleasure. She was very efficient and the assistance we received over a period of weeks with our many queries was top notch!” “Staff very helpful with moving from smaller storage to larger one at Rydalmere. Performed other services on removal day which enabled me to be at the receiving end. Always polite and professional. Staff a definite asset to the company, especially Sarah. Storage areas very clean.” “John at Fortitude Valley was outstanding. My family and myself were very impressed with the professional yet amazingly kind attitude he had to everyone on the day. He went out of his way to ensure things ran smoothly, was on top of everything every step of the way and made the whole process relatively painless. If I was ever looking for a looking for my business - I would actually come back and hire John on the spot.” “The person at the counter when I arrived at Burleigh Junction was so great! I think his name was Brett and I feel like he was BORN to do customer service :) I couldn’t believe how easy everything was, it definitely improved my frazzled moving mood.” “Walter was so helpful and friendly that it made the whole experience enjoyable. We will be staying at Campbelltown1 a long time.”

O ften we receive requests for information from Local and Federal Police and court approved subpoenas. These requests range from criminal persons of interest including aliases to simple domestic matters. A recent request for information came from a Lawyer who had been granted permission by the court to subpoena Kennards Self Storage for information regarding a customer who was storing with Kennards. The subpoena was to supply any documentation, including but not limited to any contracts signed; incoming telephone calls; documentation; records; notes of attendance; invoices rendered and correspondence concerning any storage units ever held in the name of “Customers Name” born 1 Jan 1955, at Kennards Self Storage or any of its related entities or acquired entities including, Millers Self Storage, from 1995 to present. There were further demands for additional units held and insurance documents. After receiving the request and to comply with the order a search was conducted for the name provided and no units appeared under that name. A deeper search revealed that we did in fact have the customer storing with us however the Storage Agreement

was under a business name and the person was listed on the subpoena was a contact only. In this circumstance is it okay to provide the information requested. If the business was a Trading Name the answer is yes, however because the business was a Pty Ltd, registered with ASIC then the answer is no albeit it could be argued. In this instance contact was made with the solicitor to inform them that there was no Storage Agreement under the name provided. It was mentioned that we have the name as a contact for an Agreement under a business name. For Kennards to comply the subpoena would need amending to include “the person’s name and any businesses associated with that name”. The detail is important; understanding what the request for information (subpoena) is actually asking. If we were to provide the information in this instance there may be cause for the customer to make a claim against Kennards for releasing information that was not properly requested. Should you receive a warrant, subpoena or any court document for information or any other matter best practice is to check in with your Operations Manager. Darren Marshall General Manager

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FEATURES

Rent Now, The Bigger Picture T welve months ago we made long term decisions around digital strategy, both customer facing and for the workplace. The Rent Now framework takes care of digital move ins, Agreement retrieval and mitigates all the risks and exceptions associated with paper based Agreements by storing and “Dear Col,

Customer Feedback

Strategy leads to ‘discovery’ and initiatives. One of the major initia- tives everyone should be familiar with is ‘Rent Now’. Far from a simple online move in workflow, Rent Now positions our business to go paperless where ‘Agreements’ are concerned and was designed in such a way

cataloguing them in the cloud. Best of all the framework makes the sign up process effortless for our customers. It represents the way consumers want to transact with retailers in the modern world and cuts out administration time and costs.

I wish to thank you very much for assisting Fred and I with our storage needs in August 2015 and subsequently for your care and attention to the safe keeping of my umbrellas. When you phoned me to advise that I had left them behind in one of the storage units we leased in Mittagong, I was initially surprised that I had overlooked them and then overwhelmed that you were so kind and protective of my belongings. Being puzzled over how to retrieve my umbrellas I thought of Pack & Send in Mittagong, Edwina could not have been more helpful. I think of you both as the dynamic duo!

I sincerely appreciate your assistance and wish you well for the future.

Regards, Jill.”

“Hi John,

Appreciate the follow-up email and again, a big thank-you for the level of service provided both prior to and during move in. You guys at Abbotsford1 are truly the best at what you do and as such, made my life a lot easier. Emma is a real professional and I felt like I was in good hands. Having great people and processes serves you guys exceptionally well and happy customers like myself are the winners. Credit to you all.

we could take the technology, turn it inside out and place it front and centre of our customers from our counters using touch screens, iPads being one option. The ‘instore’ component is ultimately the end game. It represents the way consumers want to transact with retailers in the modern world and cuts out administration time and costs. ‘

By design, the Rent Now initiative will be a game changer, it doesn’t deal with online sign ups alone, it deals with the transformation of how we do business online and instore using a single framework. Go live for the online Rent Now component is scheduled for May/June of this year following a new release of StorMan. As with all major developments we will take what we learn in the first few months using customer and Team Member feedback, qualify it using analytics, make changes as necessary then move on to subsequent stages of the project as a whole. Jeff Xanthos Chief Information officer

Thank you again, Matt.”

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7 Kennards Kourier April 2016

FEATURES One Persons Ceiling Is Another Persons Floor

4. Arrange a small shelving bay to display and show customers. This is a good opportunity to place an order without any pressure and introduce yourself to our supplier Stormor. If you are not sure of what size you might need their Support Team are there to help. 5. Know what shelving you have on hand each day when you check your sales enquiries, think about how you might combine shelving into the mix. Be confident, “Mr Smith, I will have the shelving installed tomorrow so it’s ready for you on the day of your move”. 6. When problem solving shelving with a customer, start small by quoting just one bay. For a residential customer one bay will most likely do the trick. Perhaps you have a customer building a new house, for only $207.00 they can buy a 1.3 metre bay to complement their new garage.

In just the same way you would sell a box, renting shelving is simply problem solving in disguise, listening to the customers story and working through possible outcomes. When customers know what their challenges are they can most likely solve it. If they don’t they might need some help from us to draw out possible outcomes. Your capacity to see customer’s situations in fresh, more revealing ways and identify problems they didn’t know they had is what makes us professional. Getting familiar with how to quote, install and arrange a display isn’t hard either. The more you do it the easier it becomes. Imagine you rented shelving to just 20% more of your customers? Then in 12 months 40% and so on. Your investment of energy is quite small for the financial return and the benefits to the customer are huge.

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In just the same way you would sell a box, renting shelving is simply problem solving in disguise, listening to the customers story and working through possible outcomes.

To help you on your way we’ve made new signage and modernised the shelving brochure. A short video on how to set up the shelving will be available soon and our supplier Stomor are on hand to assist if you have trouble getting the right size. When you know your product and work with your customers to explore the options the transaction is genuine and sincere. When you put your customers first they look after you in return. Fiona Harding Business Development Manager ‘

T here is a perception that shelving is only suited for commercial customers. This couldn’t be further from the truth. A 1.3 metre bay is only $11.95 per month. A price and size tailored specifi- cally for our residential customers. Not everything fits in a box which can make stacking difficult. Shelving is ideal for storing fragile items, segregating goods for quick access and storing odd shape items just to name a few.

Here are some quick ideas to get you started:

1. Check out the shelving K-Doc and Shelving Calculator in Kosmo. This is a good resource when quoting prices for customers to buy or rent shelving. It also contains contact information for Stormor our supplier. 2. Take the time to understand the different sizes. To keep it simple there are three lengths and two different widths. 3. Practice setting it up with your Team. No tools are required. It’s just like a jumbo Lego set!

But the fact remains customers aren’t going to invest in what they don’t know.

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FEATURES

Leadership And Management, Is There a Difference?

History has shown us great leaders and the management skills utilised by the famous and not so well known people in The World. Napoleon Bonaparte was a great strategist but perhaps not a great communicator or Manager of people. Churchill was visionary to the British people and a great tactician, the Pope is still today an inspirational figure head to many people, and the lesser known Nic Marchesi and Lucas Patchett both created idealism, integrity and energy winning Young Australians of the Year 2016. The list is endless of the people who show influential leadership and great management skills. Generally speaking a person’s behaviour and attitude in certain circumstances may fall between leading Teams and managing people. Smile. An expression one wears is far more important than the clothes we wear. The differences of being a Leader with people and a Manager to people can be defined simply as: - Vision and strategy vs. policies and procedures - Influencing and motivating vs. power and control ‘ ‘

- ‘Listen To Understand’ before acting and never interrupt. - Ask questions instead of giving direct orders.

- Praise the slightest improvement.

- Make the other person feel important and part of a team. “Do unto others as you would have others do unto you”. - Avoid arguments. You can’t win an argument because if you lose it, you lose it, and if you win it, you lose it. - Respect opinions. Never say to someone “You’re Wrong”, and if you are wrong admit it quickly and emphatically. - View ideas from the other person’s point of view. Try honesty to put yourself in the other person’s place. - Challenges. Throw out a challenge and a desire to excel others and yourself by making our workplace exciting and interesting to motivate people. An individual Team Members leader- ship and management capability might quite simply involve having confidence in what we do, a positive attitude, practice honesty, delegate work challenges evenly and being committed rather than compliant. Being creative and having the want to implement innovations to improve the workplace might just be the leader- ship quantities Kennards seeks. For people to be successful and to achieve outcomes, Leadership and Management even though they are not the same thing must go ‘hand in hand’. Remember Leaders say…….. “This is how it’s going to happen” not, “This is the way it can’t be done.” Wayne Birch Operations Manager VIC - Lead by example.

Leadership behaviour is the ability to influence an outcome with people to an agreed set goal whilst Managers have people who work for them. A successful person needs to have the ability to be both a strong Leader and Manager to enable Teams to move towards a vision of success. Dale Carnegie’s book - ‘How to Win Friends and Influence Others’, is a testament to developing leadership and management qualities in people and talks about ways to develop leadership and management skills. - Anyone can criticise, condemn or complain about others. This places a person on the defensive rather than encouraging our constructive behaviour promoting our FREEDOM values. - Always give honest and sincere appreciation. The difference between being appreciative and flattery is that flattery is telling the other person precisely what he/she wants to hear about themselves and doesn’t encourage improvement. - Become genuinely interested in other people. - Smile. An expression one wears is far more important than the clothes we wear. Smile when talking on the phone as your smile comes through your voice. People rarely succeed at anything unless they are having fun doing it.

- Leading people vs. managing work

- People focussed vs. work focussed

- Proactive vs. reactive

- Sets direction vs. plans detail

- Asking questions vs. giving directions.

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FEATURES

The Worlds Most Valuable Brands 2015 Forbs No1 Apple 145.3Bil, No2 Microsoft 69.3Bil, No3 Google 65.6Bil, No4 Coca My first experience with Apple: I had a problem with the Bluetooth function- ality on my iPhone. You go onto the I have heard similar stories from friends and family.

Cola 56.0Bil, No5 IBM 49.9Bil, No6 McDonalds 39.5Bil, No7 Samsung 37.9Bil, No8 Toyota 37.8Bil, No9 GE (General Electric) 37.6Bil, No10 Facebook, Disney, AT&T, Nike, BMW and Amazon. T he Apple Experience. Everyone knows Apple is possibly the most recognised Brand worldwide, the Brand has an estimated value of around $107 billion and number one on the list of most valuable Brands. Second is Google at around $60 billion according to Forbes Fortune 100. People have fallen in love with the Apple products, its user experience, sleek attractive design and intuitive function- ality have made Apple what it is today. attention to detail that goes into each of their products has been adopted across all facets of the business, including their design and layout for their retail stores, their people and their service. I have spoken to many people who are glowing with praise with the level of service they have received from Apple. I can attest also to experiencing the Apple service myself and was blown away. They haven’t achieved number one on Apple products alone. The same

Apple website, find your closest store and book in a time to see an Apple consultant. I turn up, the Apple consultant was at the door and said you must be Mr Marshall. They direct me to a sales bench and I'm told that John will be with you shortly. How true that was John came to me within the minute and asked how I was and what was the problem. After a short amount of time he established the phone wasn't able to be fixed and replaced with it another phone. Not a brand new phone but neither was my phone. They then wished me a good day and said let us know if we can help you in the future. A very satisfactory outcome that was friendly and efficient. iTunes to watch. The movie for whatever reason didn't download correctly and we were charged the rental fee. I had received the receipt on my phone by email. Not sure how to handle this I read the receipt email and it had a button to report a problem. I pressed the button, it gave me options and I chose ‘movie didn't download’. I get an immediate response saying ‘thank you we will be addressing your concern within the next 24hrs’. My second experience: my son had downloaded a rented movie from

I don’t believe you become the most valuable and liked Brand in the world with great products alone. It's a holistic approach to the customer experi- ence, attention to every detail at every customer touch point that is important to building a lasting impression. From their products to their stores, to their people and the after sales service, each touch point with a commitment to delivering the Apple experience. Every company can learn and aspire to achieve the same level of service as Apple. How do they achieve such a high standard consistently? By carefully selecting the right people. By carefully training their people in Selling the A.P.P.L.E. Way. As you would expect a lot of effort goes into the training of every detail when a Team Member interacts with a customer. Online research has revealed how a Team Member is meant to interact using the APPLE acronym. [A] pproach customers with a person- alised, warm welcome. [P] robe politely to understand all the customer's needs. [P] resent a solution for the customer to take home today. [L] isten for and resolve any issues or concerns. [E] nd with a fond farewell and an invitation to return. Jay Elliot, author of two books about Apple, describes getting a position at Apple as follows, "you've got to be totally wedded to the culture (at Apple). You've got to love the product and what it is and they love the product."

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I don’t believe you become the most valuable and liked brand in the world with great products alone.

Well I think it was within the hour I received a message saying, ‘sorry your movie didn't download we are not able to provide another download but we have credited the money back to your account for you to try again’. Sure enough I receive a credit notification email right then. Again a satisfactory resolution resolved fast and efficiently. And yes the movie downloaded the second time round. ‘

I am intrigued and in awe of how they achieve this. A quick Google search tells me there have been over 800 Million iOS devices sold worldwide, Apple employ 115,000 people worldwide. How do they achieve such a consistently high standard of service in a large global organisation?

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There are similar themes between this approach and our own plan to close process. Handling customer conflict is done using the three F's of Empathy:

Fairy Sparkles Once Again Sam Kennard at the Sydney Children's Hospital Randwick with Fairy Sparkle OAM at the opening of the new Happy Garden! Fairy Sparkle invited Sam along to celebrate this great achievement. The Happy Garden gives sick patients (especially children) and their families a place to go to lift their spirits while in hospital. Kennards Self Storage proudly support Fairy Sparkle and her initiatives. Fairys dream is to have a special garden in every hospital.

• Feel • Felt • Found

Empathy Encourages Team members to place themselves in the shoes of the customer, appreciate how they must be feeling rather than judging the reaction. Here's an example of the Three F's in action via Gizmodo:

Customer: “ This Mac is just too expensive.”

Apple Staff: “ I can see how you'd feel this way. I felt the price was a little high, but I found it's real value because of all the built-in software and capabilities.” Similar to our own philosophy of Store With People Who Care. Every time we interact with a customer whether it is an enquiry, rent increase, a follow up call on an arrears payment, we should always think about the experience we deliver to the customer. Is it caring, delightful and create a memory that we are passionate about our customers the same way Apple is? I'm sure that Apple doesn't get it right every time as with most customers but with the right training and the right commitment, like Apple we will get it right more often than we will get it wrong. The need for self storage is driven by life events which can be emotionally draining on an individual. Customers therefore look to us for help and peace of mind. We are not selling storage we are solving life’s problems for our customers which are often stressful. Building positive relation- ships through solving people's problems efficiently, respectfully and with empathy can make KSS the Apple of the self storage world.

Darren Marshall General Manager

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FEATURES Set For Success At Wellington W e have completed the strengthening and fit out project for our expansion into the empty third building at our Wellington site.

When we acquired the Wellington site, this existing third building was very much unloved. Floors full of junk and some materials left over from a failed attempt to use this building from the previous Storage King owner. Once we had the existing business in buildings one and two settled down, we then commenced the strengthening requirements in building three to bring it up to current building standards. This involved some serious bracing and addition of steel to the existing founda- tions and walls and then concreting into place, an expensive but necessary process. The transformation of the building has been amazing. You can see in the photos how the building has turned from a dark unused building to a sea of rentable units. Fit out of the new units commenced straight away. This resulted in 2,250 square metres of lettable space divided over approximately 140 units on four floors added, with the emphasis on larger size units to meet demand. One of the opportunities with the acquisi- tion of this site was to reduce the large percentage of smaller units. The Team are highly motivated to rent up these spaces now. Credit and thanks must go to the Wellington Team for managing the site while the construction took place. With all the challenges of ensuring the existing storage spaces were not interrupted by contractors and machinery. Project now over, time to find the next acquisition in the Wellington market... Andrew Kirkham Operations Manager NZ

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FEATURES Construction Investment Climbs To $40 Million In 2016

Murarrie QLD

2 016 has emerged to become our biggest year for new projects and expansions. The company expects to invest over $40 million this calendar year in construc- tion as we open new centres and expand existing ones. The surging population in our market areas is underpinning strong future demand for Self Storage. Kennards Self Storage is uniquely placed at this time. Both Australia and New Zealand are highly desirable places to live, resulting in strong immigration and high density living. The company’s existing foot print provides a good platform to improve our reach to this growing demand. Being privately owned our investment activities are purely at our own discre- tion. Without external investors and analysts to worry about, our decisions are made with an enduring long-term view. The scarcity of property is also compel- ling us to reconsider how effectively we are using existing urban locations.

We challenge ourselves as to whether we can do better. Beyond 2016, there are some exciting, even courageous, expansion ideas being explored at the moment. The company’s profit reinvestment has been a long standing practice, and if the company tax rate were to be reduced the higher profit amount would all flow

to increased investment, with further job creation and service expansion. These are very exciting times for KSS. Not only is the pace of invest- ment higher than ever, our projects are increasingly going vertical, with more density mirroring what we see in residential development. Sam Kennard Managing Director

Hawthorn VIC

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Great Team, Great Success! TRAINING

F ebruary 2016 saw us continue our commitment to Teams by conducting another Personal Effectiveness Programme (PEP) for Team Members held at the Hunter Valley Resort Pokolbin. Prior to attending PEP they complete a Life Styles Inventory (LSI) questionnaire. The Life Styles Inventory™(LSI) is designed to promote constructive and transformational change, with the feedback helping individuals more clearly understand what is currently supporting and hindering their personal effectiveness, with guidance to developing more constructive styles of thinking and behaving. With researched links to personal satisfaction, stress, effectiveness and quality of interpersonal relationships, the LSI can truly help people change their lives. This has proven to be a very popular programme which we conduct regularly throughout the year. The first day of PEP we met for lunch at THQ before making our way to the

“Arriving on the first day I wasn't sure what to expect, except I knew my anxiety levels where at an all time high. I received my LSI results and wasn't too surprised with any of it. I had my " AHA" moment near the end of the day gaining an understanding of why I act and come across a certain way both in work and personal life. I'm still trying to work out how to use this information and move forward. Bill and everyone involved is supportive not just on the day but afterwards, you are not made to feel ashamed or embarrassed about your feelings, there is nothing but support and encouragement. PEP is certainly a course I highly recommend you attend, you will learn about yourself and also have a better understanding of others. The course is full on but fun at the same time, Tim Ferris makes sure that you are enjoying it. You come away from PEP with life long friends.”

Hunter Valley Resort where we were split into Teams for a seglympics .This was great fun and helps to build relation- ships and emphasises teamwork. The next two days are committed to the LSI with Team Members being provided with their results and being debriefed by Tim Ferris of Dattner-Grant. Tim is very experienced and has been working with Kennards for over five years. PEP is a big commitment and major investment in our people, it provides our Teams with the opportunity to develop professionally and personally, creating Teams that add value to the business. Feedback from all Team Members who have participated in PEP is outstanding. Everyone involved has taken away valuable learning that helps them grow as individuals. There has already been many enquiries regarding the next programme. Bill McClean Training and Development Manager

Scott Griffiths-Hewitt Team Support Manager - Victoria

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TRAINING

“Where does one start to self-reflect on the amazing course that Kennards Self Storage and our teammates helped and supported us to participate in. Meeting new Team Members from other centres was again a wonderful experi- ence, given that it was our first time meeting each other it’s nice that we bonded as a group and got along well. The PEP course is excellent, Tim Ferris was a fantastic facilitator and guided us to learn more about self-development and the many styles of communication. I highly recommend that anyone who has the chance to participate in PEP most definitely should. For me I developed a much better understanding of how other people react to our actions and also the ‘why’ behind the way they react. The whole journey of self-awareness and reflection can be a challenging process but ‘what does not destroy us makes us stronger’ and I would like to think I’m a ‘stronger’ more aware person now. So a huge thank you to all that made this PEP possible. Bill you were a great support; Sam for allowing this type of course to be available; Darren for stopping by for dinner; Wayne Birch for encouraging me to apply; John Fenton for managing the centre while I was away. And the Kennards family for being a great bunch of people.” “PEP surprised me as I went into it thinking it was solely a team building exercise, but to a greater degree it was a self-discovery process. I came away from it with a lot of knowledge about myself and the tools to implement some changes. It really clarified the OCI Circumplex and taught me that getting into the Blue is about small tweaks not major overhauls. The venue was great and the Team was fantastic. I highly recommend it.” Emma Whetnall Assistant Manager - Abbotsford1

“For me PEP was a very valuable experi- ence giving me greater insight into my thought processes, feelings and emotions and providing ideas and tools for better managing situations both in and out of the workplace, improving my interactions with both Team Members and people in general. I can highly recommend PEP if you want to understand yourself better and want to put those understandings and learnings to practical use to improve your work / life. Thanks Bill. I’m glad I went.”

“I didn’t really know what to expect going into PEP and I found it to be a truly humbling and fantastic experi- ence. It has had an immediate positive impact on how I deal with situations both professionally and personally and I recommend everyone to put their hand up to attend future courses. It was the perfect environment to open up and share thoughts and problems and gain an insight to how we really can improve ourselves.”

John MacDonald Centre Manager - Fortitude Valley

Duncan Newington Centre Manager - Tauranga

Ray Adams Centre Manager - Miranda

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PROPERTY Spotlight On Mittagong

T he company secured the old French cars and had up to 100 citroen’s laying around at times. The Chessington Cottage situated on the property has significance as a Victorian stone residence built by George Stringer (1841 – 1923), a Wagoner, Miner and Farmer from Warwick, England. Stringer bought the land in 1876 after arriving in Mittagong in 1873. Stringer died in 1923 and is buried in Welby Cemetery. The cottage was to be heritage listed by Council but with consultation with Kennards Self Storage the cottage was allowed to be incorporated with the new Kennards office. The cottage is now used as a conference room, kitchen and has toilet facilities for our customers. This has been well received by our customers. One client we had said he had stayed at the cottage a couple of times as one of his mates had lived in it at some stage. Construction commenced in August 2014 and completed mid-June 2015. Such was the excitement in the area Mittagong property in 2012 by Nev Kennard. Nev rented the property to a friend who stored

of us opening we actually rented our two largest Enterprise Spaces first and allowed the clients access before we had fully completed construction of the centre (their units were completed). Our very first customer, Little Fairy Doors will be on the Shark Tank show in April. They have expanded their simple and novel idea into America. Check out their website - http://www.littlefairydoor.com/. The most interesting customer we currently have is Ian Baker of Advance- Aero. He restores old planes and also races them around the world which, in the Formula 1 class he holds the world speed record. The other interesting thing with Ian is that he used to service Nev Kennards helicopter at Bankstown Airport. Being situated on the Old Hume Hwy the centre is in an ideal spot. Any traffic from Bowral and Mittagong that travel south to Goulburn or Canberra need to go past our centre. We are just down the road from a BigW which is the only major retail chain in the Southern Highlands and is a draw card for the area.

with the Commonwealth Bank before he retired. He found retirement too quiet and the three days a week here at Kennards was perfect to keep him active. He is well liked by our customers. I started in the storage industry in 2003 at the Campbelltown1 centre. I worked there until 2011, then left and returned three years later. The Centre has continued to grow above expectations and due to this the company has gone back to Council with changes to the existing plan to add a further 150 units above the original plan of 450 units. We are currently at just over 91%. The challenge is to be able to grow the yield as our competitors are privately owned and some have not moved on their prices for nearly two years and others only by a few dollars. The advantage we have is our centre has the convenience of an office on site and customers can walk in off the street to make enquiries and buy packing supplies in our Box Shop. We also have 24 hours, 7 days a week access. Mark Mallinson Centre Manager for Mittagong

Col Fuller and I are the Team here at Mittagong. Col is a local who worked

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