eKourier July 2017

FEATURES

20 Culture Surveys Why 1998 Was A Game-Changer For Me And For KSS

business was embraced and even encour- aged. It is invigorating to be challenged to improve. We remain committed to nurturing KSS as being a great place to work. We were definitely early adopters, having started to consider and develop culture many years before it emerged in the media and major businesses. 20 years on there have been some challenges. We have gripped opportunities, grown and spread our network. We have taken some big leaps such as acquiring Millers in 2004, then the NZ growth in 2007. We have changed the way we do things in many ways. Importantly the reputation of the business continues to rise. KSS has indeed been held in high regard by consumers, which is almost entirely due to the high level of engagement and care of the entire Team. This is about culture. The 2017 OCI Survey result reveals some retreats in our blue styles, and extensions of red and green. While still a good result, there are areas for us to improve - there always is. The feedback is awesome and receiving considered thought and action.

and expectations, both explicit and implicit.

measurement of our culture. I hoped for a reasonable result but the decision to survey came from a deep commitment to learn and to change. We did our first OCI in 1998 and the results were very bad. I took it very personally, that the OCI was a reflection of me. I owned it. I realised that it was not my natural style. Not the way I behave with my friends and family. The OCI result was not one I could be proud of, and I have always been proud of the business and people who try so hard to make a difference. And so the journey began. I made some big changes early and committed to hire for culture and develop leadership. We reflected on the lessons from the OCI and started to examine the entire business. There was no ‘User Manual’ to fix culture. Every business is different, with different people and circumstances. What works for one business cannot be imported to another business. We made it up as went along. We looked in to all the business systems, asking - What is this saying? What is this encouraging?

Personally, I candidly and authentically explained the learning, my failings and the way forward. We toured the country and held workshops explaining the lessons and the plan for change. Unsurprisingly, there were disbelievers. Gradually and eventually over time, we made changes that took effect. There was change in the leadership, including personnel; change in our practices, rewards systems and customer-facing business rules. It was the journey that made us challenge the old pricing practices of imposing Administration Fees, Deposits and retaining surplus customer rent if they moved out early or without notice. There was a clear disconnect between the business rules and our values. We thought; if we are going to be this tough on customers, what are our Teams going to think about our values? So, we chose to surrender revenue in favour of our values and culture. We made many changes in the way we do things. The vibe in the business improved noticeably, turnover went down and our OCI results improved. Change in the

Sam Kennard Managing Director

We looked at practices, business rules

oogle Review

Customer Service at it’s finest.... I’ve been using Kennards Self Storage for my business over the past four months and I have found it to be an excellent option for new or small businesses requiring storage. A brilliant initiative, the concierge service allows me to receive and dispatch freight with ease, particularly when receiving or dispatching pallets. The staff (Emma, Shaun and Alex) are outstanding. They are very knowledgeable about their facility and are always more than willing to help wherever possible. It is always a pleasure to visit the facility and be greeted by the friendly staff, who make the experience feel more like a partnership than a paid service. With their friendly demeanour, I always find myself leaving with a smile. I cannot speak highly enough about the level of service I have received from Emma and her Team who are an absolute credit to the Kennards business. While the staff are a shining light for the facility, it ticks all of the other boxes too, including reasonable pricing, a very high standard of storage lockers, fantastic security and 24 hour access. I truly consider Kennards Self Storage Hoxton Park to be my logistics partner and an outstanding one at that. Regards, Julian

4 Kennards Kourier July 2017