eKourier Jan 2016

FEATURES

Building On Our Brand

Customer Feedback

“Thanks for your message and for the Credit Voucher. Throughout our experi- ence with Kennard’s Waterloo we have always been extremely satisfied with the Staff, the facilities and the excellent service at all times. My wife and I would like to pay a special tribute to Phil and the reception staff. Phil has always been extremely helpful and willing to assist with whatever we have needed. His friendly and warm welcome has always been appreciated and these features clearly extend to this who work with him. He leads by example. Much appreciated!” “To whom it may concern, I would like to congratulate Medhat/Kennards Guildford NSW 2161 on the excellent service he has and is continuing to provide me. He has taken care of this customer since day one. Rarely do I come across such personable and outstanding service such as his. I am very fortunate to have picked your Guildford branch for my storage needs. Thank you Medhat.” “I just wanted to thank you Johny for all of your help (again!) with my storage unit at Kennards Self Storage Rozelle. From inception to completion you have been cheerful and extremely helpful each time I was in! My mum let me know how great you were when she was letting the removalists in to the unit for my relocation to Melbourne, and told me that you were exceptionally friendly and helpful and oversaw the whole process! It is so refreshing to have someone as friendly, helpful and lovely as you around during times of change and movement, and often chaos! So, thank you again for such a stress free experience!” such excellent storage over many years, both on ACT and Melbourne. John Fenton and John Golding are an absolute delight to work with, and have given me every possible assistance and support at all times. They are at the core of what made storage at Kennards not only trouble-free but also fun.” “May I take this opportunity to convey my thanks to Kennards for providing

M omentum occasions are a strategic planning event predominately conducted every four years to assist Kennards and Team Members to review the companies values, to create ideas and more importantly set objectives and action plans for business improvement in the future. These concepts create a strong focus on our strategic direction to achieve set goals and establish values and behaviours that will carry KSS as an ethical business and make it a great place for people to work. It is open to all Team Members with limitations on numbers that attend. To Grow and Strengthen our Brand Profile was an integral part of Momentum12 and became one of the four pillars within our strategy. With our goal to further grow our business through physical (banners), virtual (website) and digital (radio) presence. We also included to revisit the Team uniforms, to further enhance or Brand. Momentum12 was the cornerstone for the development of Kennards ‘FREEDOM’ values and the realisa- tion that our Company Brand needed a better National audience in key cities and regional areas around New Zealand and Australia. Over the past three years we have seen many innovative ideas developed from Momentum12. Enhancing our Brand with the Blaine and Amber radio campaign, weather and traffic reports brought to you by Kennards and complimenting this with Blaine and Amber Banners at centres. Advertising on the rear of buses and bus stop advertising, new

customer survey forms, encouraging customer feedback with incentives, addressing National Brand exposure, 40 year customer incentives, building Brand presence on the internet with blogging and increasing our Social Media footprint on Facebook, Instagram, Twitter, LinkedIn, Google and YouTube and also improving our SEO. These are just some of the areas that have been successfully building Brand awareness. After many trials, we recently adopted a new Polo Shirt for Team Members with further options being considered such as Name Badges; a newly designed 360 degrees clip-on pin for light weight (polo-shirts) fabrics which also incorpo- rates a ‘butterfly’ pin for heavy duty fabrics such as coats/jackets/jumpers, this is available to replace lost or new Team Member badges Future opportunities still exist with site expansion in regional areas of Australia and recent developments over the past few years on the Sunshine Coast in Queensland and on the North Island of New Zealand. Expansion and unit conversions in our existing facilities are always constant. With the opening of 11 new Kennards Self Storage centres since Momentum12, we have successfully increased our footprint, growing and strengthening our Brand profile across Australia and New Zealand. Wayne Birch Operations Manager VIC & Sharon Dux EA to The MD

13 Kennards Kourier January 2016