eKourier April 2017

TRAINING

Effective Centre Management Steps Up To Operational Excellence

T he opportunity to develop Team Members skills within Kennards Self Storage has been an ongoing commitment from the business since day one. In the past Effective Centre Management Skills Training was the course of choice for new and aspiring Centre Managers. This course was good for its time however it has become dated and a review of its contribu- tion highlighted a need to move forward and update. Change is always exciting and Operational Excellence was the program to move forward with. This program in its current form will be five sessions; Sales Excellence I, Leadership Excellence I and II and Business Excellence I and II, with scope for the program to grow. Each session consists of one day to be conducted at THQ. We do have scope to conduct sessions at other sites and this has been well recieved by Teams. One of the considerations in structuring this program was that we wanted Team Members to take the skills learnt in the

training environment and with the support of the Operations Managers put those skills into practice in the workplace.

- Trust - First Person Exchanges - Listening to recorded calls to improve skills - Determining the customer’s story - Objection handling and follow up - Leadership Excellence I Leader vs Manager - Vision and Achievable Goal Setting - Successful vs Effective Leadership and the skills of an effective leader. Sales Excellence and Leadership have already had pilots conducted and the feedback has been positive. Our commitment to learning and develop- ment of our people will continue. Along with our programs, improving and changing to remain relevant, educational and interesting. Should you be interested in attending these sessions please feel free to speak to your Operations Manager. Bill McClean Training & Development Manager

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One exciting aspect of Operational Excellence is that Team Members create SMART goals to complete, using what they have learned over the day to implement when they return to their centres. With the support of their Operations Manager this can only set the individual, their centre and the business on the road to success. ‘ Change is always exciting and Operational Excellence was the program to move forward with.

Sales Excellence includes: - The Sales Process

15 Kennards Kourier April 2017