eKourier Oct 2012

Momentum12 his vision for Kennards Self Storage to become a “ Famous Household Name , a company well liked, that people will speak fondly of”, and who could argue with that kind of vision. From that initial dream and idea, Gary set us on a path of discovery to determine how that dream can become a reality. As the day progressed, many ideas were raised, presented and hotly debated by the group. By the end of the day, the group agreed on four key strategies that would move Kennards closer to becoming a “ Famous Household Name ”.

strive to achieve and can return the greatest value to the company. It’s “what we do”, “how we do it”, “all the time, every time”. That will get us closer to achieving the dream. Each of the strategies has been assigned a champion who will

50/50. Each side delivered their reasons as to why their preferred idea should triumph. In the end a silent ballot was held and the results were announced ‘Survivor style’- and a vote off was enacted by Bill to reveal the preferred idea. It was an emotional choice as FREEDOM was chosen as the acronym for our values. F – FUN

develop an Action Plan to give life to each area within the organisation. In addition to the four strategies a numerical value for the business was established as a measure of our success. It was to achieve 40,000 units rented by June 30, 2013. On Day Three , there was a change in direction. Gary challenged the group to recite the values of the business. Although we came close with a lot of great value statements, no one really hit the mark. We were set to task on developing an idea that would cement our values and make them memorable and meaningful for everyone. To achieve the end result was a monumental task. There were a lot of fantastic ideas put forward, but in the end it came down to two strong ideas. It became a stand-off on which concept would prevail, as the group was divided

Four Point Strategy:

1. Exceptional Customer Experience – every time, in every way

2. Best People – engaged and professional

R – RESPECT E – ETHICAL E – EMPOWER D – DELIGHT O – OPENNESS M – MEMORABLE

3. Continuous Innovation

4. Grow and strengthen brand profile

We broke into teams and each team was assigned a concept to workshop and develop additional ideas that were then presented back to the group. The team presenting “Exceptional Customer Experience” came up with two very powerful words that resonated with everyone. “Surprise and Delight”- two words that set the tone of the kind of customer service that we should all

After finally reaching a decision on our values, Gary then gave a talk on “Who Stole My Mojo” and how to get your “Mojo” back. He suggested that by removing ‘ceilings’ and not listening to the voice in your head…you can achieve anything. Gary called the voice in your head “Fat Bastard”- the character who stole Austin Powers’ Mojo. An example of this mind-set was a statement made by the great tennis player Roger Federer who said in an interview “When you stop questioning yourself you just get into the zone”. The conference was a great success, with valuable contributions from everyone. I look forward to the positive impact these ideas will have on the business and its people. Thank you to all who were involved.

Darren Marshall General Manager

Con’t pg 4...

L to R- Mark Montgomery, Bill McClean, Sam Kennard and Adam Snowdon

3

Kennards Kourier Oct 2012