eKourier July 2016

FEATURES

Oils Ain’t Oils

Customer Feedback

“I needed storage for a large household lot. I looked around the Tauranga/TePuke area...looking at what was on offer and at what cost.. Facilities all looked good.. one newer one was my first pick as it was also the cheapest...by about a $100 a month. However they were full and even after a month I was not assured on a unit. I returned to Kennards as I particu- larly liked the friendly welcome I had been given and I had received follow up phone calls as they knew I had not been yet committed. I was offered a larger unit at a more attractive per square metre rate so I made the commitment. I bought packing material and arranged a moving contractor Peter that they endorsed. Yesterday the ‘move-in’ was completed without a hitch ! We were treated courteously and the accounts parts was quickly and correctly expedited. In a nut shell ..I have been extremely pleased with the whole experi- ence. My thanks to all those staff.” “I am very impressed by the friendly service and helpful advice as well as the simplicity of the rental of storage with Kennards. Would readily recommend Kennards at Macquarie Park.” “We needed storage for twelve months so we contacted Kennards and two other storage facilities with over three months notice. Chose one and kept ringing for availability until one month before needing the unit and I am still waiting. Contacted Kennards and within 4 days Kennards had a unit available for my requirements. Just like to say the service of the Hastings branch was excellent and reassuring.” “The lovely man who served us on move in day was amazing. Showed us around Guildford, took us to our unit before we paid to make sure it was the right size, did all the paperwork quickly and easily, showed us how to enter and exit and was just generally amazing. left a great impression.” “At Ivanhoe facility you have hit the Bulls eye. Now that’s how storage should be like. Very good!!! It felt like home.”

C altex educated generations of potential customers about different quality motor oils through the advertising catch cry “Oils ain’t Oils”. When it’s time to buy moving and storage boxes people may think a box is a box and many won’t realise that quality varies considerably and that “Boxes ain’t Boxes”. There are plenty of low quality boxes out in the market place, yes they are cheap but the primary risk to customers buying those cheaply made boxes is that many are built from flimsy board to a price not a standard. They can collapse when stacked and bottoms can give way with weight. Even moving boxes offered by large retailers like Bunnings and Office Works can’t match ours for quality or price; with our “20% off for 10 or more” offer, our prices are still lower than these retail giants, even more so if you take into account our ‘Buy-Back’ Advantage. With half of all KSS properties selling less merchandise this year than they did the year before, some customer

education may be necessary to sell more merchandise more effectively. We are in a unique position where we generally get to speak to a customer before they buy boxes for moving and storage. Engaging with them during the initial storage enquiry with the Plan to Close Card question “Will you be packing?” Gives us an opportunity at this point in the conversation to sell more merchandise by educating customers about the price, value, range and quality of our Australian Made truly fit for purpose boxes. While Teams try to engage more customers in conversations about the value and usefulness of our boxes and other merchandise in the coming weeks and months, we’ll also be focusing on improving our merchandise Google rankings and updating some messages and images on the merchandise pages of our website. Glen Bayley Operations Manager QLD

14 Kennards Kourier July 2016