eKourier Jan 2016

FEATURES

Who Can I Talk To?

Customer Feedback “It was a pleasure dealing with you guys. I was already using the Thorndon Wellington facility when Kennards took over a year or two ago – and I’ve really noticed improvement in all aspects of the operation since the takeover. You guys have done a great job, I’d highly recommend you to anyone looking for convenient storage near Wellington city centre. I’ve only moved out because I’ve finally got my own place.” “I honestly can’t think of anything to improve at Flemington. I signed up because after popping in to buy a box to store some wine I was impressed by how friendly and helpful the staff were. A few weeks later after some break-ins in the cages at my apartment I decided to rent a storage unit. After my previous experience, Kennards was the first place I went and after a tour and great advice, decided to sign up on the spot. At no time did I feel pressured or over-sold and I honestly felt like my needs were being genuinely looked after - such a rare experience in most customer service roles these days. I was also impressed by all the other facilities and features available at no extra cost - even just having tea and water etc, such a small thing but when you need it, fantastic!” “Just thought I would write and congrat- ulate your company on an absolutely fabulous, practical website. I have been on the net looking at storage for a couple of weeks now on the North Shore - very frustrating! This morning I heard Sam Kennard being interviewed on 2UE, so I went on to your website - easy to use and told me exactly what I wanted to know, without having to ring or fill in lengthy forms. The diagrams you have of the various spaces, how much and how things fit in is particularly helpful, not to mention one click and you can get availability and the price.” “I’d like to pass on some feedback. Dealing with Renee at North Lakes has been great. She quickly dealt with all my queries last weekend and offered some great advice and suggestions. She really made the whole process quite easy. Friendly but at all times professional.”

F rom time to time we all need to have a chat; this could be in our personal lives or in our profes- sional lives. Sometimes things are not making sense and what we are hearing or what we are seeing doesn’t seem right.

for council. In large corporations most Team Members would turn to the HR department. How should this happen at Kennards? We are a family business (albeit a large business) and we endeavour to maintain a family essence.

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TEAM MEMBERS SHOULD FEEL CONFIDENT THAT SOMEONE IS THERE TO LISTEN AND TAKE ANY CONCERNS SERIOUSLY AND HELP.

In our personal lives this can involve a family member or a friend, in our professional lives this can come from our leader or a fellow colleague. In a personal situation often one would talk to another member of the family or another close friend to clarify our thinking and to get another opinion. In our professional lives, an option is to speak with a Member of the leadership Team or a mentor for advice. Just having a chat can be therapeutic, allowing ourselves to get things off our chest. The conflict we internalise may have nothing to do with right or wrong but may be more about our personal bias, and the way we think can create conflict with what we hear and see. Having a chat with a trusted person provides the opportunity for another opinion that can assist in clarifying our thinking or provide advice on how to deal with the issue or conflict. It’s important in a professional setting to have someone you can reach out to

As a family business with construc- tive culture, you should feel comfort- able in speaking to any Team Member within the business if you need to get something off your chest. Ideally, this would start with your immediate Operations Manager, but if that’s an uncomfortable proposition you can speak to another member of the Operations Team who would be more than happy to provide help and support to any Team Member. This is regardless of what portfolio the Team Member may be working in. All members of the Ops Team recognise that people are our greatest asset and that it’s important for all Team Members to feel valued and heard. Team Members should feel confident that someone is there to listen and take any concerns seriously and help. Darren Marshall General Manager

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5 Kennards Kourier January 2016