eKourier Jan 2009

Kourier Kennards

February 2009

Quest for Cost Savings Recent developments to the economy around the world have further compelled us to apply greater scrutiny to our operating costs.

In this issue Quest for Cost Savings Merry Christmas KSS New Team Member Profiles Spotlight on... Online Auctions off and away at KSS Customer Feedback Homebush gets a Facelift Habit 6 - Synergy Kennards helps out Animal Christmas Appeal Kennards Auction Space for Charity Well Managed Delinquents... Property Development Pipeline Next issue Deadline: 3rd April 2009 Please send contributions to the editor Editor: Sharon Dux email: sharon@kss.com.au Ph: 02 9764 9801 Distribution: 17th April 2009 Upcoming events 6/02 - Waitangi Day (NZ) Kennards Freedom Prize Where did it come from... Kennards Exposed Congratulations 9-13/02 - Skillbuilder & OCI (NSW) 16-20/02 - Skillbuilder & OCI (NSW) 26/02 - Skillbuilder & OCI ( NSW) 3-6/03 - Skillbuilder & OCI (VIC) 6/03 - Trades & Labour Picnic (ACT) 9/03 - Labour Day (VIC) PH hours 10/03 - Adelaide Cup (SA) PH hours 10/03 - Canberra Day (ACT) PH hours 10-13/03 - Skillbuilder & OCI (QLD) 17-18/03 - Skillbuilder & OCI (SA) 21-22/03 - Skillbuilder & OCI (NZ) 10/04 - Good Friday (closed) 11/04 - Easter Saturday (Normal Sat hrs) 13/04 - Easter Monday (NZ) closed 13/04 - Easter Monday (NSW, VIC, QLD, ACT, SA) PH hours 14/04 - Day after Easter Monday (NZ) KSS closed

There are mixed views about what the year ahead holds for the Australian and New Zealand economies, and even less certainty about 2010. The media

been proud of our approach to being lean and efficient. Being a lean, efficient business has enabled us to grow and take advantage of opportunities, while also weathering slow periods well. Looking at the practices that are wasteful or arrangements that could be done better is of greater importance at the moment. Whether its revisiting the size and pick- up arrangements of garbage bins, our electricity usage, or use and waste of office consumables or any other area of expense - there are countless areas “Every person in KSS should feel they can take responsibility for challenging any cost or existing arrangement” We have many contracts, large and small, that represent an opportunity to press for a better deal. Like many businesses in recent years, many of our suppliers have increased prices to us beyond inflation and productivity improvements. In this part of the cycle, we can apply pressure back and shop around. Suppliers will be seeing diminished demand, and lowering price is inevitable in this climate to retain customers. Time to ask for a better deal. Secondly, eliminating waste and inefficiency must continue with even greater vigilance. KSS has always

has taken no time to give the current “crisis” another “TLA” - Three Letter Acronym. We are now apparently having a “GFC” - Global Financial Crisis. It has certainly captured everyone’s attention and elevated concerns for the future. Thus requiring the highest scrutiny of our expenses is vital in these times. In the last few years, we have enjoyed solid growth and been able to increase prices and occupancies have risen. This has allowed us to make expenditure decisions that may look generous or unnecessary in less buoyant times. Please take a moment to consider a few areas of opportunity for us to realise savings. Every person in KSS should feel they can take responsibility for challenging any cost or existing arrangement. The status quo is not sacred. Please raise anything you find strange or unnecessary with your Manager or Operations Manager, or me!! Firstly, the obvious opportunity exists to re-negotiate with existing suppliers .

Cont Pg 3...

Merry Christmas KSS

Sydney Christmas Party

Victoria Christmas Party

South Australia Christmas Party

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Kennards Kourier February 2009

Team Member Profiles

Terry Sharp Assistant Manager Sandgate

Anastasia Christou Assistant Accountant THQ Career background: I’ve always worked in accounts for a variety of different industries

Career background: State Rail for 20 years. The past 15 years as a greenkeeper for a golf course Marital status: Married Any children? Son, Rodney (Sky Diver) two grandchildren. Daughter, Janelle (Intel Analyst & NSW Police Dept) Hobbies/interests: Ride motorcycles Do you play any sport or have any special talents? Golf Favourite book: Treasure Island Favourite movie: Die Hard Favourite restaurant/food: Rump steak Where did you grow up? The country NSW, great! Any pets? 1 American Staffordshire Terrior. 1 Foxy Favourite holiday destination: Any where in the bush

Marital status: Married Any children? Two boys, Peter who is 6 and Neo who is 4. They keep me very busy! Hobbies/interests: I enjoy papercrafts, drawing, baking, reading and yoga Do you play any sport or have any special talents? No, but enjoy watching soccer and do jazzercise weekly Favourite book: To Kill A Mockingbird Favourite movie: Amelia, and feel good movies such as Love Actually Favourite restaurant/food: Thai and I love going out for Yum Cha Where did you grow up? Stanmore, my parents owned a fruit shop in Annandale Any pets? Two cockateils Favourite holiday: London and Cyprus for the Sun

Spotlight on... Wetherill Park

Cowpasture Business Centre (THQ was once living there), a few Storage units offer offices, while others have sufficient space to facilitate an office being set up by the storer. Over the past year the main challenge has been to continue to operate and grow occupancy of the facility during the construction. Wetherill Park presently now has 9,198 SQM and runs at an occupancy rate of 69.61%, and climbing. The Team James Burns the Assistant Manager and John Skerlec the Manager are the dynamic Wetherill Park Team, and have built an excellent relationship with their customers.

grow. “ I remember using the local tip about 20 years ago, and there was a lot of open land and bumpy roads, not many houses”, says John. Site Features Currently boasting 722 units upon completion of Stage 1 mid 2008. The development included a modern new

History Developed into storage around 1988 the centre has seen significant development in the area. The facility seemed to be perfectly placed to capture customers from the growing region. Sam Kennard was the Manager while it was called Easi Store in the early 90s, and since, the centre has seen the addition of dedicated motorcycle units, (..boasting up to 12 Security Features…), and open Space parking for large vehicles, (we had a 40 foot yacht store in the open spaces for a few years). Over 20 years of operation KSS Wetherill Park has continued to expand and has assisted new businesses to

office for the site with better frontage to Cowpasture road. A new Slip lane has also been built to accommodate access for Storers coming from the M7 down the Horsley Drive. One customer said, “ this is a bit hoity toity now isn’t it?’, referring to the sparkling new office and crisp merch displays. James and John agree, the new building is awesome. Wetherill Park offers driveway accessible small garage to mini warehouse size storage units and small economical storage units on upper levels in the new multi story building. We are now also able to offer storage with an office! After the re-fit of the old

(L to R) Amanda Mikolajs (Support Manager), John Skerlec & James Burns

Kennards Kourier February 2009

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Online Auctions off and away at KSS

about it. Being a lean business also means that we will be able to have low prices for our customers. If we can operate more efficiently than our competitors then pressure on the top line diminishes and customer storage prices can be lower. This again makes us stronger and enhances our brand. As previously mentioned - we are all responsible to challenge costs and nothing is sacred. Have a great Christmas, don’t worry about the GFC and HNY. - Sam Kennard “Being a lean business also means that we will be able to have low prices for our customers” your time with old fashioned auctions or second hand dealers - fill out the form, take the photo’s and send it to the team at Graysonline. - Darryl Hodgson Online auctions will be our preferred method of selling delinquent units in future. A couple of key things you will need to be aware of to get the best out of this method: 1. Give a good, detailed description when doing the inventory. 2. Take photo’s that present the unit and individual items well. These steps will allow any bidder to get a clear understanding about the items, what they are and their likely condition. Very shortly customers will be able to use this process too - using our facility with Graysonline they will be able to have a “Kennards Garage Sale online!!!” This will allow them to sell some or all of their items themselves - all online through Grays. So next time you have a delinquent unit signed off for sale - don’t waste

Home Join GrayMail My Info About Us Careers Help Contact Us

Sales Type

Region

Industrial, Commercial & Mining Home & Entertainment Computers & IT

*UNRESERVED* OVERDUE STORAGE OF ASSORTED HOUSEHOLD ITEMS & BRIC A BRAC - NSW PICK UP

Catalogue available on: 12/12/2008 3:00:00 PM

Sale No: 52113

Sale Heading:

*UNRESERVED* OVERDUE STORAGE OF ASSORTED HOUSEHOLD ITEMS & BRIC A BRAC - NSW PICK UP

Sale type:

Online Auction

Under Instructions From: Reason for Sale:

KENNARDS SELF STORAGE

UNPAID STORAGE FEES

Sale Location: Online Sale Start Date/Time:

12/12/2008 3:00 PM AEDT

Sale End Date/Time:

17/12/2008 3:30 PM AEDT

Inspection Times:

TUESDAY 16TH OF DECEMBER FROM 2:30PM TO 3:30PM. LOCATION: UNIT C053, 606 PARRAMATTA ROAD, (ENTRANCE OFF PALACE STREET) PETERSHAM NSW.

Sale Support:

GraysOnline Help Centre

Enquiries Name: Enquiries Email: Enquiries Phone: Buyer's Premium:

Kimberley Hudson kimh@grays.com.au

02 9741 9673

15%

GST Inclusive:

Yes

CONDITIONS OF SALE

Catalogue available on: 12/12/2008 3:00:00 PM

THIS SALE IS PICK UP ONLY FROM PETERSHAM, NSW. These Assets are Used therefore Inspection is Highly Recommended Prior to Bidding, Description & Photos Should Be

We had been trialling online auctions through EBay for some time. Due to complications of having multiple EBay accounts, dealing with issues such as auction feedback, Pay Pal and so forth we chose to find a simpler alternative. With the arrangement we now have with Graysonline it gives us the facility to make use of the benefits of online auctions without any of the headaches. Selling delinquent units online also increases our “web Footprint” assisting to challenge. What can we do differently to save money? Thirdly, we should maturely re- consider our previous decisions . In times of growth which we have enjoyed in the past few years, it is easy to feel that some arrangements make-sense or are worthwhile, and that our profit growth will absorb the increased costs. This occurs in our personal lives, as much as we can see it in a business. We will have made decisions previously that we can re-visit and reverse. Doing this with maturity, means looking at them objectively and not being wedded to the previous decision and justifying them as still suitable. The new arrangement might be difficult,

in Google rankings and making it easier for customers to find us online. In trials we’ve already seen higher sales and more interest than ever before through second hand dealers or on-site auctions. Last week Jenny & Ian at Erina took the time to take a few well presented photographs and write a more detailed inventory description and the unit sold for well over $500. Second hand dealer offers would never have reached that value! inconvenient and even mean a bit more work, but in these times this might be what we need to do. We can reconsider our previous decisions. It could be a contract, service arrangement or product supply. Maybe, we don’t need it all? Maybe, we can bring the work in-house and do it ourselves? Some cost saving initiatives are already taking effect, and we will continue to consider more in the time ahead. Expenditure and cost saving decisions must be made in balance. Just like we don’t offer customer service at any cost, we should be mindful to not cut costs at all cost. The point is we should talk

Quest for Cost Savings cont...

Kennards Kourier February 2009

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Homebush gets a “Facelift”

The use of our hanging box display, the bubble wrap stand and a larger simpler slat wall, enhance the presentation of our merchandise. In addition to this we have introduced new packaging, new box graphics, a new brochure

Finishes have been done in high gloss poly urethane. Finished with a life style photo montage covering the entire back cupboard, promoting “store with people who care.” You may even recognise the characters!

display stand and flat screen LCD monitors. All designed to enhance the retail experience of our customers. Our office at Homebush has just recently been upgraded in a new design with high quality finishes. The fit out involved a purpose built cupboard incorporating a back lit brochure holder. Curved greeter desk with an orange coloured glass top. predictability too much is negative synergy. We must work in a team and not individually in a workplace to keep positive synergy alive. We should work as a team and not individually at problems and brainstorm third alternatives so each party is happy instead of having a win/lose situation which also causes a breach of trust. We should focus on commending outstanding work and not gossip or manipulate fellow colleagues as synergy (working together successfully) does not thrive in an environment of negative synergy. Being able to be open and trust our work colleagues will promote a positive synergized work environment. To produce something new (a third alternative) becomes more meaningful than reading something old and will bring sense of achievement to all involved. Being open to new ideas and empathizing with others will help create a positive communication line resulting in an outcome and working environment that will engage positively for all. - Sandra Shaw

Kennards Self Storage has a history of continuous improvement, striving to add value and be the best it can be! A good example of this philosophy has been the changes in our office/retail fit outs over recent years. Our retail space looks more like a showroom with the introduction of a larger floor area to display box stacks.

- Darren Marshall

Habit 6 – Synergy This edition of the Kourier, looks at Habit 6 of Stephen Coveys book, The Seven Habits of Highly Effective People.

Customer Feedback “ The Miranda branch had great customer service and were willing to help with all my storage problems. I was also very happy to have my rent refunded when I left. Kennards also offered a fair price for the size of my storage space.” “ We were very happy with our experiences while storing our things while our house was being extended . The cleanliness and security of the Huntingdale storage facility was exceptional.” “Great customer service at your Virginia centre. Personal viewing of site and explanation of security facilities , costs and refunds. First class!” “I would like to say thank you for employing such wonderful staff! I have had three fantastic experiences in a row and felt it deserved a pat on the back. This is the best customer service I have had in years!” The team at Castle Hill couldn’t have done more, extremely helpful and very friendly. Always willing to be of assistance. Kennards at Castle Hill was a very good experience. I would recommend.”

Define synergy – “the whole is greater than the sum of its parts” 1+1 =3 We all hold unique human endowments, the motive of win/ win, possess skills of empathic communication and a spirit. It is how we chose to show these endowments as to what level of synergy we possess and the result in how we interact with others to reach an outcome. The essence of synergy is to first seek to understand each other to then be understood by others. We must value differences and respect them to be able to build strengths and compensate for weaknesses. We should be open to different experiences and options and have the ability to adapt to change positively. This is called positive synergy. Not taking part in change, being defensive and not open to change and new ideas, being reliant on structure and

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Kennards Kourier February 2009

Animal Christmas Appeal

This Christmas, the NSW Young Lawyers Animal Law Committee is appealing to employees of participating Sydney law firms and members of the public for donations to help ease the extreme burden placed on animal shelters and adoption agencies over the Christmas holiday period.

“Thanks so much for donating the storage space for our Spring Fair at Harbord Public School. It was well used and greatly appreciated! The team at Brookvale were fantastic to deal with and extremely helpful. The Spring Fair itself was a great day despite having to postpone it by a day due to pouring rain and howling winds!

Sadly, Christmas is a time when many animals are surrendered once the novelty of owning a pet wears off or when the animal’s owners go away on holiday. As a result, most animal shelters and adoption agencies are inundated with unwanted animals, the majority of which are euthanased. The Animal Law Committee is collecting various items, including food, veterinary supplies and bedding materials, which will be donated to Monika’s Doggie Rescue, DCH Animal Adoptions, Paws and Hooves, CatRescue and Sydney Pet Rescue and Adoption, all of whom face significant financial pressures at this time of year. Cash donations may be made directly to the above organisations. Kennards Self Storage has generously donated the collection boxes for the appeal, which will be placed in law firms, at City of Sydney centres in the CBD and at Glebe, Erskineville and Kings Cross, as well as other public locations around Sydney. For more information visit http://alc.younglawyers.com.au/ Ainslie Baird - NSW Young Lawyers

Thanks again for your generosity!”

Kind Regards Ali Davidson 2008 Harbord Public School Spring Fair Co-ordinator

Kennards Auction Space for Charity KSS recently contributed to the support of the National Breast Cancer Foundation. The Pink Ribbon Lunch in October raised over $8000. Marcella Grima from Nycomed is one of our National Account Customers. Marcella has been faced with cancer herself. She asked for our support at this event, so we arranged for space to be auctioned off. Marcella has kindly written a few words to explain her journey and the efforts of this great cause: “I was one of the lucky ones…. I discovered my lump early, enough for the team of doctors that now look after me, to do something about it. When I first discovered that I had a lump I ignored it thinking that 29 is too young to develop breast cancer, but when the lump didn’t go away I went to the doctor to check it out. Within the week I was told I had breast cancer and referred to a team of specialists for treatment… that was the longest week of my life. I had to have surgery to remove the cancer, and was lucky that it had not spread. Then after the surgery I went on chemotherapy treatment to help “mop up” any effected cells that may have been left in the system. Not all chemo treatments affect the hair growth… but the one I was given did, so I lost my hair, (which at first I found liberating, then just easier to manage, but as winter set in… cold), now it is back and I have spent a fortune on hair product and have tried all styles possible.” Pink Ribbon Day (Monday 27th October) is the signature day of the National Breast Cancer Foundation (NBCF) and throughout October (Breast Cancer Month) the Pink Ribbon Campaign aims to celebrate the achievements of breast cancer research and raise additional funds. The NBCF is the only national not-for-profit organisation funding research into the prevention, detection and treatment of breast cancer. To date, $44 million has funded 168 research programs and ultimately we aim to find the causes giving us the potential to prevent breast cancer. Along the way we are improving the quality of life of people diagnosed with breast cancer. NBCF Website Without this funding I would be not is able to tell my story, our treatments would not have been as advanced and my future would have been bleak. A year after treatment, I have been able to pick up where I left off and do all the things that 30 year olds do…. I would like to thank Sam Kennard, Fiona Harding and all at Kennards Self Storage for their support of the Nycomed Pty Ltd Pink Ribbon Lunch, Auction and Raffle.” Marcella Grima - Nycomed Pty Ltd

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Merry Chris

QLD - Cameron Ferguson & Sue Jones

South Australia

Sydney - Sue Rooke, Jim Kennard & Roddy Kennard

Sydney - Adam Snowdon & Orhan Guzel

QLD - Kevin Mouatt & Patrick Rossow

Sydney - Lee Porcelli, Sam Kennard & Aldo Gortan

SA - Bernie Bourke, Robert Todd, Wayne Birch, Richard Stevens & Rudy Van Kalker

Sydney - Sarah Scanlan, Lynda Walsh & Jeff Xanthos

VIC - Eli Savic & Leonie Burnham

Sydney - HK Tung, Nev Kennard and Angela Lu

Sydney - Joshua Gilson, Phil Howe & Patrick Norrish

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Kennards Kourier February 2009

stmas KSS

Sydney - Bill Bartlett & Michael Macheledt

Victoria - Lawn Bowls!

Sydney - Lucy Cheng, Patrick Norrish & Angela Lu

Sydney - Tim Ferris, Darren Marshall & Adam Snowdon

QLD - Trent Randell, Kevin Mouatt & Patrick Norrish

Sydney - Brad Hampson, Bronwen Ault & Stephan Wandl

VIC - Nick Ley, Sue Best, Alan McDonald & Frank Peniguel

Sydney - Lucy Cheng, Jeff Xanthos & Lee Porcelli

QLD - Sue Jones, Dean Shannon

QLD - Cameron Ferguson & Sandra Shaw

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Kennards Kourier February 2009

Well Managed Delinquents means Higher Income

Something that might be of interest. This was circulated by Glen Bayley, Qld Operations Manager: “Be aware of storers who are on the brink of becoming insolvent and who are about to be put into the hands of receivers, or who are advising that they have been put into the hands of Receivers. It is important to ensure a solid follow-up to minimise loses to centres as the Receiver will ensure funds to pay secured creditors but not us as unsecured creditors.” • A Storer who goes into bankruptcy will have a receiver appointed and you will receive a Notice of Appointment. • Ensure the name on the documentation matches the name on your records as being the Storer. For example, if the storage contract is with a company, papers relating to a bankrupt individual are not applicable so advise the party serving the Notice that the individual is not storing with you. Once Notice is received — Standard Self Storage Agreement • You should remove any overlock you have placed on the storage Space. Because you do not have priority over other creditors, you are unable to sell or deny access to the goods. By maintaining any overlock, you are suggesting that you have some control over the goods – this leads to complications with regards to the denying or granting of access to goods. Note that this does not mean removing the Storer’s lock. • We should immediately send a copy of the letter entitled ‘Letter to Receiver – Standard Self Storage Agreement’. (please liaise with me on this) • If the receiver elects to claim the contract, or does not respond within 28 days of receipt, they become personally liable for the storage fees. • You should direct fees which accrue from that time to the receiver. • The usual rights of the Facility Owner to demand payment flow once the agreement is signed in the receiver’s Cont next page... Identifying a Bankrupt Storer

Delinquent management has been an integral part of the day to day operations at Kennards. But it has assumed even more significance due to the fluidity of the current economic situation. Fears of job losses and an overall impact on day to day lives will affect how we receive payments from customers. As much as the process of handling delinquents is a frustrating experience, it must be done regularly to avoid the legal process at the end. The Debt Collection Best Practice is clearly outlined in KOSMO but often just that little extra effort can simplify things. This is where the Golden Rules of Debt Collection – outlined in KOSMO – comes in handy. 1. Don’t take collections personally 2. Be persistent 3. Always be polite, but FIRM 4. Document ALL of your contact with the delinquent customer in Notes in Storman 5. Stay on top of the collections 6. Delinquency problems start on the day of rental. Get vital information from the customer the day they move-in. 7. Be willing to negotiate. The best auction is the one you never have! 8. Reward customers that stay in contact with you! 9. Be willing to give in occasionally and discuss options! 10. Remember that being late is not being BAD! As evident, these rules ensure that, both the customer and us at Kennards enjoy a good storage experience. You have to remember that no one likes to be asked for money even though they owe us. Hence, it is important to ensure that the customer is comfortable when you talk to them. Once they know that they can discuss their issues, they are more likely to come up with answers. A cold attitude can lead to a customer shutting down. As rule number four says, “always be polite but firm”. We don’t always like to hear of someone’s problems over the The 10 rules are:

phone. But often, it helps to do just that. It also gives us an opportunity to discuss various payment options with the customer. Another important point to note is, ensuring, we get all the relevant information from the customer. Its very simple, if we do not have contact details, there is not much chance to contact them. This must be done while filling out the agreement itself. It is also worth noting that it is helpful to draw their attention to Point 8 of the agreement which gives us the authority to dispose off their goods if they violate any part of the agreement. While many of us may think that we can make a positive judgement about a customer when they move-in, don’t let this get the better of you. Stay on top right at the very start when they default the first time. You do get the “grumpy” voice on the other end of the line questioning your call to remind them that the rent is due. Explain to them this is just a courtesy call and is part of your job to do it. Go easy on waiving the late fee as if done with no consequence, there is a tendency from the customer to expect it every time. Customers do have the option of using the Oops card for a first default. So, go ahead and make a big deal when you suggest they use it to avoid that late fee. It is a first sign for the customer that you will not tolerate late payments. When all this fails, fall back to the use of Perpetual Late Payer letter. Get a commitment from the customer and follow-up promptly on these. Another golden rule to observe while doing all this is making notes in Storman. Besides assisting us in the eventuality of a legal recourse, it also keeps us aware of what has happened so far. When there is no option left, promptly act with the disposal procedures. Due to the legality of the situation, take your time and follow every step involved in this process. Remember, the quicker you act, the easier it ends.

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Well Managed Delinquents cont...

name i.e. You may overlock, sell up etc.

administration, or liquidation. • All of these will result in a change of approach on your part and the Storer’s. • Firstly, ensure that the storage agreement was in fact signed by the company, and not an individual. In other words, ensure the name on documentation matches that on your records as being the Storer. If the documentation refers to a company but the Storer is an individual, advise the party serving the Notice that the company is not storing with you. Once Notice is received — Standard Self Storage Agreement • You should remove any overlock you have placed on the storage Space. Because you do not have priority over other creditors, you are unable to sell or deny access to the goods. By maintaining an overlock, you are suggesting that you have some control over the goods – this leads to complications with regards to the denial or granting of access to goods. Note that this does not mean removing the Storer’s lock. • You should immediately send a copy of the letter entitled ‘Letter to Liquidator – Standard Self Storage Agreement’ (please liaise with me on this). If there is no

response within 28 days of receipt, the liquidator/receiver/administrator is liable for the storage fees, and you should direct your account for fees accruing as of that date to them.

Outstanding Fees

• You are unable to sell the stored goods to cover your storage fees. • Instead, once a request is made for creditors to provide details to the receiver, you should submit your bill at that time. • You can only charge for the period up until the receiver is appointed, and not later. • This is why it is imperative that you force the receiver to claim or disclaim the goods and contract and hence either become liable for storage fees from that point, or remove the goods so you may rent the Space.

Account

• Because the Storer has gone into liquidation/receivership/administration, you are unable to enforce the Standard Self Storage Agreement or Managed Storage Agreement and sell the goods to obtain payment for outstanding fees. Instead, you will need to forward a copy of your account, only up until the date of liquidation/receivership/administration, to be paid along with all other unsecured creditors. Note that you are unable to claim for fees that accrue after the date of liquidation/receivership/administration. storage contract OR does not respond to your letter asking them to claim or disclaim the contract, the fees from that date accrue against the liquidation/ receivership/administration. You should address your bill in their name, and not the Storer. - Team Chermside • If the liquidation/receivership/ administration elects to claim the

Receiver’s right to remove goods

• The receiver is entitled by law to remove the goods. You do not need authorisation from the Storer. At the time of appointment, all of the Storer’s goods vest with the receiver.

Identifying an Insolvent Company

• A Storer who is a company may go into receivership, voluntary

Property Development Pipeline Upgrades, Expansions and New Development Camperdown

Chatswood Stage 1 is on track for completion during December 2008. We will have a formal opening on 5 January 2009 for the first stage of 350 units with stage 2 opening in March 2009 The Team out the front of Chatswood’s Office L to R - Orhan Guzel, Brett Leary, Lynda Walsh, HK Tung, Jim Kennard and Matthew Lees

The first stage of extending Camperdown is complete and ready for customers to move in. We now have 24hour access to Level 3 & 4 only with an additional 350 units.

Camperdown’s new fully enclosed loading bay

-Michael Macheledt

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Kennards Kourier February 2009

Personal Sovereignty, Freedom and Responsibility Essay Competition. The Kennard Family is an Australian family in business who cherish and encourage personal freedom and responsibility. To discover and promote and widely disseminate ideas and philosophies on what it means to be free and responsible, the Kennard Freedom Prize for essays on this ambiguous-to-some and frequently- threatened state for which individuals have historically strived is being held. About the Essay Competition: Of not more than 2,000 words, exploring and explaining “The Link Between Property-Rights and Personal Freedom.” Entries are open to Australian residents and citizens born after 1981. The Property and Freedom Competition - First Prize for this is an all-expenses-paid trip to the Property and Freedom Conference (www.propertyandfreedom.org) in Bodrum, Turkey, May 21 - 25, 2009. Closing date for this is February 15, 2009. The Freedomfest Competition - First Prize for this is an all-expenses-paid trip to Freedomfest (www.freedomfest.com) in Las Vegas, Nevada, July 9 – 11, 2009. Closing date is March 31, 2009. There are two Essay Competitions:

For more information go to www.kennardfreedomprize.org.au.

- Nev Kennard

Spotlight on...Mona Vale History of storage, with a massive undercover loading dock, large goods lift & units

the slowing of the economy affecting consumer spending we have noticed a slight decline. However with focus on local marketing incentives we are bouncing back rapidly. As consumer confidence is restored through lower petrol prices & interest rates we will no doubt see the flow on affect to our occupancy putting us in a good position to drive up our yields.

Since 1989 the site has been used as a storage facility. Formerly Millers Self Storage, it was acquired by Kennards & Valad property group in 2004. It is now 100% proudly owned by Kennards Self Storage. Site Features The centre consists of 430 units, with a current occupancy of 86% & growing. We are currently yielding $32.90psm. Our prime position on Barrenjoey Road, consisting of six high traffic lanes is a great source of branding. The area where we are located is situated at the convergence of routes North to Newport, Avalon and Palm Beach & West to Bayview and Church Point. The centre received a Kennards face lift in 2006, its bright KSS colours blend in perfectly with our neighbours Office works. Access is from “By The Sea Road” & no, unfortunately there are no water views. We have three levels

ranging in height from 2.9m up to 4.0m. Over the years we have had the pleasure of a number of famous clients store with us, ranging from famous Authors, well-known Actors & Musicians, Olympic Champions, Surfers, & high profile Fashion Designers, to name but a few. The Team Our management team consist of Stephan Wandl, Manager and Brad Hampson, Assistant Manager. Both staff have worked at KSS Mona Vale since 2004 & over the years we have seen the benefit of many repeat clients. The saying “You haven’t made a sale until the customer returns” is part of our mind set. Challenges For years now our occupancy has been very consistent in the high 80%’s, along with strong yield growth. With

Stephan Wandl (left) and Brad Hampson

- Steph & Brad

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Kennards Kourier February 2009

Where did it come from? What does it mean?

“cared”. A message delivered strongly by our teams. Hence the birth of our position statement: “Store with People who Care”. This statement rang true and was fitting on so many levels. Our industry is driven by events in peoples lives necessitating the need for storage. These events can be quite stressful. Ranging from marriage break ups, deceased estates, in between homes for various reasons etc. Appreciating the circumstances of each enquiry deserves the care and compassion that teams endeavour to deliver. This position statement also fits in with the values and philosophies of the company. We only give you as much storage as you need, you only pay for what you use and we have removed all ambiguous administration fees once associated with signing up for storage, all because we care about being a company that is ethical and transparent in all dealings. Self Storage is a simple business which is easy to imitate. Competitors continue to follow our lead in regards to innovation and business practices. The one thing they can’t imitate is the quality of our people. Our people can make the difference and one way to make that difference is to care about the needs of our customer, care about their goods in storage and just as important, care about ourselves and our centres. The success of our positioning statement “Store with People who Care” will depend solely on each and every one of us adopting the position “People who Care” in everything that we do! In short we have to back up our promise by delivering the goods. - Darren Marshall

Back in March 2004 a Directions Conference was held by Kennards Self Storage (similar to Momentum 08 conference of today). The purpose of the conference was to crystallise our focus for the coming year(s). It was a very exciting time as it was the first time we were introduced to the prospect of buying out our biggest competitor Millers Self Storage. Just as exciting were the many outcomes achieved at the conference. One outcome in particular was fostered and developed to engage our customers by enhancing our identity and cementing our position as a Market leader. To help us discover this exciting new proposition was a company by the name of Blue Moon Creative. How they did this was by mystery shopping us and competitors gaining insight into the strengths and weakness of each self storage company. By using a third party an unbiased opinion was formed for each of the self storage companies. It was this feedback which allowed us to understand and determine what makes us different to our competitors and what defined us as a company. In summary the following perceptions were made about us and our competitors. Millers Self Storage – were the salesman pushy in their delivery. Storage King – was the budget low price alternative. Kennards Self Storage – showed interest and real concern for the customer. Most people would say your Brand is a Symbol, Sign or Word that identifies your business. But in fact it goes much deeper than that. Your Brand is your emotional connection with the consumer.

“How does that person feel when they hear or see your brand”? Companies with a strong brand can leverage off these thoughts and feelings to strengthen their position in the market and heighten awareness in the hearts and minds of consumers. It is this emotional awareness by consumers that will determine whether or not you are or become a famous household name. Some examples that you would all know; Woolworths – “The fresh food people” David Jones – “There’s no other store like David Jones” Coke a Cola – “The real thing” These statements differentiate these companies from their competitors and confirm their position within the market place. Woolworths claim they are the fresh food people, by saying this they are insinuating that everyone else is not fresh. Hence the birth of our position statement “Store with People who Care”. Some of you may disagree with that statement, but everything Woolworths does revolves around being fresh, which has made them a market leader. Back to our own company, after hearing the objective views of Blue Moon Creative about us and our competitors we set out to determine our own definition of who we are, where we stand in the market and what separates us from our competition. There were a number of suggestions put forward and strong discussions around each suggestion. But in the end it was obvious we were a company that

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Kennards Kourier February 2009

Kennards Exposed!

Janetha Poisson from THQ recently took a long awaited holiday back to South Africa to visit her family and friends. As you can see the Kennards spirit was in full flight at the School Olympics Fun Day! The girls named themselves “ The Formidable Felines”. No gold was won but they did the Kennards Team proud! Janetha was also lucky to spend some time with her other wonderful feline friends.

(left) Sams daughter Lexie ready to cook with the Kennards BBQ Apron

Little Joel has slept all too well for a number of nights in this Kennards Cubby House!

Put your Kennards Moment or important event in your life HERE! Contact Sharon at sharon@kss.com.au

(right) Congratulations to Eli (from Maribyrnong)& Nik Savic on their marriage at Firenze Receptions in Fawkner Victoria on the 18th October 2008.

“If there is something to gain and nothing to lose by asking, by all means ask.” W.Clement.Stone

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Kennards Kourier February 2009