eKourier Oct 2018

Kennards Kourier

October 2018

Another Night Wrapped Up In Achievement SCOTY Gold Recipients - Fyshwick, Miranda, Seaford Meadows, Kirrawee, Pymble, Rydalmere, Belmont, Hastings, Erina, Abbotsford1, North Melbourne, Prospect, Wollongong, Marrickville, Napier, Caringbah, Petersham, Bankstown, Castle Hill, North Lakes, Kunda Park, Murarrie, Mittagong, Three Kings, Abbotsford, Gladesville, Artarmon2, Ivanhoe, St Marys, Hawthorn.

E vening of Saturday 4 August 2018, encompassed another night of achievement and recognition for the Team at Kennards Self Storage. Our biggest turn out for the event so far reflecting the size of our business and engage- ment of our people. Many Team Members running the gauntlet the next morning to get to work on Sunday. Another fantastic night MC’d by the very entertaining and funny Fiona O’Loughlin. Fiona weaved her entertaining stories and jokes into the Order of Events. We were fortunate to have a second Comedian this year; Sean Woodlands entertained with his accounts about life and its strange twist.

This year’s Length of Service recogni- tion included our new Team Members, symbolic of our view that everyone from one year to 20 years and beyond is just as important and valued by the business. The night wrapped up once again with the 10 Year Service Awards and the hands in the concrete ceremony. Once the formalities were over it was time to mingle and chat with each other. I mentioned on the night, I can’t help but feel we have achieved another level of commitment within KSS. A higher level of cooperation, encouragement and support for each other, demonstrated to me once again on the night. Darren Marshall General Manager

valuable contribution of our Hub Training Centres.

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Congratulations to all the Award recipi- ents on the night, from the Sales Excellence Awards for the last time, Freedom Award recipients and the highly anticipated Scoty results, which included Special Distinctions. ‘ I mentioned on the night, I can’t help but feel we have achieved another level of commitment within KSS.

Con’t page 10

This year included recognising the

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Kennards Kourier Oct 2018

WHO’S WHO

Team Member Profiles

In this issue Another Night Wrapped Up...

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Chris Ellison Centre Manager, Panorama SA

Team Member Profiles

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10 Questions with...

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Career background: I worked at Coles Supermarkets for ten years and seven years at Foodland Supermarkets Marital status: DeFacto Any children? Rocko, likes to roll in bird poop! and Mia, likes to sleep all day!

Culture, It’s Not Set And Forget

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New Centres Coming From Far And Wide

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Huddles. 6 KSS Murarrie Welcomes SSAA... 7 Kennards Gets Social 8 Customer Feedback 8 Google Reviews/ Feedback 9 Another Night Wrapped Up... 10/11 War on Waste 12 Sustainability Pays Off 12 Recognition By Peers Is An Honour 13 Spotlight On... 14 Construction Updates 15 Imagine All The People 16 Mercy Foundation Thanks Kennards 17 Customer Feedback 18 Helping Our Aussie Farmers/ Xmas Charity 18 Nev’s Notes 19 Kennards Community 20

Hobbies/interests: Travelling and spending time with my other half. Do you play any sport or have any special talents? Not really Favourite book/s: The Complete Fiction of H.P. Lovecraft. Favourite movie: Evil Dead. Favourite restaurant/food: Sushi Bar Genki. Where did you grow up? I grew up in a small town of Port Augusta, good fishing and the Flinders Rangers was very close by which was great for camping and bush walking. Any pets? See Children! Favourite holiday destinations: Slovenia Postojna Cave

Melissa Hiri Assistant Manager, Wellington NZ

Next issue Deadline: December 3, 2018 Editor: Sharon Munro Email: sharon@kss.com.au Distribution: January 11, 2019

Career background: I worked in a Managed Customer Service Team in the Hospitality and Logistics Industry for the last 22 years. I enjoy interacting with customers and can’t imagine working in any other industry. Marital status: In a relationship. Any children? No. Hobbies/interests: Catching up with friends and family, renovating my house and watching as much NRL as I possibly can! Do you play any sport or have any special talents? I ‘try’ to play Tennis. Favourite book/s: The Dirt - Motley Crue.

Upcoming events 22/10 - LABOUR DAY- Mt Eden, Three Kings, Wellington P.H. Hours, All other NZ Centres Closed 6/11 - MELBOURNE CUP (VIC) - PH Hours 19-23/11 - Xmas Party (NZ) 21/11 - Xmas Party - Sunshine Coast (QLD) 22/11 - Xmas Party - Brisbane (QLD)

28/11 - Xmas Party (SA) 30/11 - Xmas Party (VIC) 7/12 - Xmas Party- Sydney Region (ACT) 25/12 - XMAS DAY - KSS Closed 26/12 - BOXING DAY - KSS Closed 1/1 - NEW YEARS DAY - KSS Closed

Favourite movie: Star Wars - The Empire Strikes Back. Favourite restaurant/food: Restaurant - Green Parrot and favourite food is a Cheese Burger! Where did you grow up? I grew up in NZ in the 80’s and loved every minute. I have five siblings so we played lots of backyard Cricket and Rugby. Those days you could play outside for hours without a worry. Any pets? A Kitty named Tommy. Favourite holiday destinations: I love California, Aneheim in partucluar and the most interesting place I’ve visited would be the Galapagos.

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WHO’S WHO

10 Questions... With John Fenton - Centre Manager Abbotsford1

AFL and Melbourne Storm in the NRL. I love to relax with a nice Red Wine and thoroughly enjoy both drinking and collecting Single Malt Whiskey as well. What did you do before you joined the Kennards Team? I have been involved in some form of retail all of my working life – initially in a variety of Sales Representative roles which developed into Management positions with Pacific Dunlop (seven years), Edgell Birds Eye (six years), Caltex Australia for seven years as well as three years in the Health Food Industry . Tell us about your family? Originally from Western Australia, my wife and I moved to Victoria nearly 11 years ago. We have just recently celebrated our 40th Wedding Anniver- sary. Wwe have four children; Deanne and Lee, from my wife’s first marriage and Adele and Rachel. We have eight grandchildren, most of who live back in WA; the youngest of which is Benjamin (two) who lives with us and his Mum Rachel. To sum up Kennards in one word would be? Difficult to find one word so let’s go with TRUST, AWESOME, AMAZING and REMARKABLE

Company Policy is there as a guide for Best Practice and our FREEDOM values are inherent in how we conduct ourselves with our customers and fellow Teammates. We have a goal in Victoria with our delinquents of not exceeding $1,000 / 60 days overdue; During 2017/18 we regularly exceeded this target by working with all of our Delinquent’s and whilst at times we “lost out” to our KPI achievement, we only wrote off $135.00 for the 12 months: After a full working day in the Kennards Office, how do you relax when you get home? I like to be able to spend time with my wife Jan and our Grandson Benjamin who has just turned two as well as watch some decent news and perhaps some travel shows that we have recorded. I Am keen to take up swimming this summer to improve my fitness levels. I have been taking Benjamin to Swimming Lessons for the last nine months on my Monday RDO and this has influenced me to get fitter. What interests do you have outside of Kennards? I have a very passionate interest in Horse Racing and am a member of the Moonee Valley Race Club and the Geelong Race Club, as well as being an AFL Member – I follow Carlton in the

How long have you been a part of the Kennards Team? I commenced six and half years ago as Assistant Manager at our Langridge Street Centre. March 2013 saw me appointed as Manager of my current Facility at Hoddle Street Abbotsford. What is it about the Self Storage Industry that excites you? Every day presents new opportunities and challenges and the daily interac- tion with our broad range of customers provides the opportunity to learn and grow further. What three aspects of your current workplace role do you enjoy the most? Number 1 - Would be my role as one of the Victorian Hub Educators – the opportunity to grow and develop our future Managers of the business is something I thoroughly enjoy. Number 2 - Would be that every day delivers us the opportunity to create multiple successful outcomes for each and every one of our customers and employees. Number 3 - Would be being able to be a cog in the wheel as part of the Victorian Team’s achievement of our planned goals and targets. Describe A time that you flexed company policy to exceed customer service or expectations?

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Kennards Kourier Oct 2018

FEATURE Culture, It’s Not Set And Forget

Then I asked the questions: - What do I do well that you want me to continue doing? - What don’t I do well that you want me to stop doing? - What is it that makes you feel that way? Many of you that did this with me at the time will remember the exercise. You didn’t spare my feelings and gave it to me straight. You were direct and specific. I documented it all, shared it back to the Teams and developed an action plan that the Team agreed to. In my case it highlighted to me the power of how people judge you on your behaviour and not your good intentions. It helped me gain an understanding of the impact of my language and changed the way I spoke with many in the Team. For me, there were many good and unexpected consequences. I’m the first to admit, I was a bit rigid in the past. A bit politically correct or corporate and business focussed in my language. It slowed me down a little too – to enjoy the growth and passion that you all have and help encourage that to build a better KSS. The honesty, sincerity and importantly warmth I experience now across the entire business these days is inspiring. It’s more productive and genuinely loads more fun. I hope by sharing this story it demonstrates we are all human. That we want the best for all Team Members and customers in this business. That the journey along understanding and building the Constructive Culture doesn’t require corporate or HR magic. When it comes to understanding the impact of your own behaviour I heartfully encourage anyone to ask those three simple questions. Slow down and listen. If you’re committed to learn and improve; you never know where that journey will take you. Darryl Hodgson NSW Operations Manager

L ast year in the Blue 17 document I wrote an article about a few key things that the Team did to achieve the cultural results they did. This year I thought I’d take that a little bit deeper. The Operations Team, including Anthony Rous and Darren Marshall have been working more deeply over the last 12 months to improve the culture. The 80% Blue Workshops are one example. We all had the opportunity to learn what it really means to us to be constructive. As well, to understand how our thinking and behaviour affects the workplace. The new Employment Agreement was done to be fairer and clearer for us all. The newly introduced Operational Excellence courses, especially Leader- ship Excellence were designed to clarify expectations and build skills; especially in supporting each other. We’ve employed new steps, techniques and questioning in the recruitment So what did we do?

processes that we follow with the aim to find a better fit within the Team for our new applicants. With this though, no culture and leader- ship efforts will be complete without a little self-reflecting and understanding for each of us about our behaviour. This is where the OCI and 80% BLUE really add value. It’s not talk. It’s a commitment to improvement and growth. Constructive Teams are happier and achieve better results. We all want to be part of Teams like that. For my personal story, baring all; around 2012-13 the OCI results for my parts of the business did not reflect as Constructive Culture as I wanted to achieve. It was clear team culture was being impacted by my behaviour. I was and am genuinely passionate about the success of this business and my part in supporting that achievement. That being the case I wanted to find out what existed, what I was doing and what people felt that resulted in the culture I was seeing. I sat down in front of every Team Member in my portfolio, starting with reaffirmation to that commitment.

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FEATURE

New Centres Coming From Far And Wide

more than five years. I n Queensland we have secured properties in some exciting growth areas in the Gold and Sunshine Coasts. In Queensland’s beautiful Gold Coast we will be opening a new centre in 2020. One of our investor partners has secured a site at 1-3 Olympic Circuit Southport. The application has been lodged with Gold Coast Council for a new 5-storey building with 9,500 square metres of GFA. Construction should commence in 2019 with an opening in 2020. Near Caloundra in Queensland’s Sunshine Coast a new suburb has been born. Owned and developed by by Stockland; Aura, will eventually be home to 50,000 people and 20,000 homes. We have secured 11,000 square metres of land in a gateway location of this new community. We hope to open in Summer 2019-20. Southport QLD Aura QLD

Southport QLD

KSS will develop a storage centre of 8,000 square metres GFA as well as develop other uses, which may include Fast Food, a Service Station and Retail.

Some exciting new properties have joined the development program in the last few months across NSW, Queens- land and Victoria. These new acquisi- tions join Coorparoo (Qld), Thomastown (Vic), Hastings (NZ) and Wairau Valley (NZ). W ith Melbourne growing rapidly and forecast to outgrow Sydney in the next two decades, new opportunities have emerged in the growing outer suburbs. The pace of growth every time I visit is amazing. In the west, we have acquired 1.2 hectares on Leakes Road at Truganina. The outer west of Melbourne has been growing rapidly and is experiencing a substantial infrastructure investment in trains and roads. Leakes Road is being widened and will be a major arterial road. The new KSS property at Truganina will have five 2-storey buildings, developed in three stages, and a GFA of 13,300 square metres. Truganina, Victoria In Melbourne’s north, we have secured 3.4 hectares adjacent to Bunnings with exposure to the Hume Hwy and Motorway. We have been battling Hume City Council about the Zoning for some time. We have enjoyed some wins and are working our way through further complex legal hurdles. Craigieburn, Victoria

Cranbourne, Victoria

In August we acquired a property on Thompsons Road in Melbourne’s outer east suburb of Cranbourne. The property is 1.6 hectares and positioned on a main road corner. Cranbourne is another exciting growth area with thousands of new homes being developed every year. We are about to lodge plans for development of this property. All going well, construction should be completed in Summer 2019-20. S ydney’s population growth is also running rampant and the second Airport is creating a mini land rush around it. After many decades Sydney’s second Airport is now becoming a reality. The first flights will operate from 2026, so there is a great deal of work to do and is Australia’s largest infrastructure project. In anticipation of this we have bought in early acquiring three hectares in Bringelly. The position is very close to the new proposed Airport CBD known as the ‘Aerotropolis’. We are anticipating this project will likely not commence for Bringelly (Badgerys Creek Aerotropolis NSW)

Sam Kennard Managing Director

Bringelly (Badgerys Creek Aerotropolis NSW)

Truganina Vic

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FEATURE NSW TSM Huddle

Newcastle Huddle

Above left to right: Ben Brown, Darren Dias, William Arbuckle-Hill, Anthony Sharpe, Victoria Wolfgramm, Jason Ferguson, Fabian Salamon, James Suh, John Ryan, Emily Fiala, Antone Boustani, Bernie Garcia, Tony Vuong, Fawaz Sari, Nigel Boundy, Monti Sehrawat and Ali Nazakit. NSW TSM Team also featured right.

O n the 3rd of July the NSW TSM Team came together for a Huddle at our Chullora centre. With the addition of six new Team Support Managers to the NSW Team it was a great opportunity for all the TSM’s to get together and welcome in the new recruits. The day was loaded with several thought provoking scenarios shared by the senior TSM’s to assist the “Rookies” in their day to day operations at a centre. We also discussed in depth what the future of the Team Support Managers would look like. This was triggered by a comment from a Manager that has been with Kennards for 18 years, “TV you know, everytime a TSM covers here I learn a new tip, you think I would know them all by now” . So we based our discussions on how Team Support Managers can add value when they are covering at centres.

G reat to catch up with the Newcastle Team for a Huddle and a few slices of pizza (pictured below). Thanks Mark and Brooke for hosting at the Newcastle Centre. With a few new faces to the Newcastle Region the Huddle was perfect timing for everyone to come together. We had a great night sharing some really funny stories and even a magic show too.

Operational Leaders i.e. assist/coach Team Members on any area of opportu- nity they may identify. • Share at least one tip with the centre before the end of their shift. • The TSM Coordinator to have quarterly catch ups with TSM’s in combined regions. Purpose to identify any opportu- nities in training, Team development etc and act on. • The NSW TSM’s will come together for a yearly huddle. We would also like to thank Antone Boustani for his time and contributions as the NSW TSM Coordinator, as he enjoys his role as Centre Manager at Waterloo. We welcome Fawaz Sari to the role of NSW TSM Coordinator. Tony Vuong NSW Operations Manager Newcastle Huddle pictured right: Left to right: Mark Shepherd (Newcastle), Shri Adigopula (Sandgate), Lenci Taylor (Belmont), Greg Cullen (TSM, Newcastle), Dianna Moore (Cardiff), Nathan McBride (Cardiff).

Looking forward to the next one.

Tony Vuong NSW Operations Manager

Listed below are a few points for the vision we had as a TSM group:

• Team Support Managers to become

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FEATURE

KSS Murarrie Welcomes SSAA Delegates From Australasia

T his year’s SSAA August 18 share experiences and strengthen industry knowledge through keynote speakers and breakout sessions. The first day of the Conference was specif- ically designed for new Storage Centre Operators and people looking at getting into the World of storage. Conference sessions provided insight and support for delegates and also included a few storage centre visits. Queensland’s newest Kennards facility at Murarrie was requested by the SSAA to show case on the afternoon of Wednesday 22nd August. Conference was held in Brisbane, where Association Members new and old came together to network,

our welcome. I must say it is a little daunting knowing your competitors are all heading your way in a bus!! Make that two buses! I am pleased to say the afternoon went off without a hitch. We split each bus of 70 into groups of about 15 and after a brief welcome and general overview of the facility from our Kennards Team of Tour Guides, we headed off in different directions to cover all aspects of our Murarrie centre. Sharing insight and facts about Kennards Murarrie, each group was on site for approximately 45 minutes, taking photos and asking questions of the Team. There were lots of ooh and aah moments over our loading bay and its ability to cater to trucks of all sizes with its six metre high ceiling. Also the retail space and Size It room, our visual space guide for our customers ,and also the fact we provide a tea and coffee area for our customers. A big thank you goes out to The Murarrie Team Mazen Trabolsi and Jason Fort for presenting our centre so well and to all the Tour Guides who left their own centre to assist with sharing the KSS FREEDOM values with our visitors - Glen D’souza and Team Northlakes, David Bauze and Team Newstead, Kellie Robley and Team Browns Plains, a real Kennards effort all round, thank you. Nicky Goodwin QLD Operations Manager

Our Centre Team Mazen and Jason jumped at the chance to show their amazing centre. Setting the plan in place to be ready for the big day saw, lawns freshly mowed, roller doors cleaned as well as general property maintenance performed. We needed to insure the weather was just right on the day for all the Kiwis and the Victorians attending. On the afternoon of the big day with the sun shining (as planned) we were also joined by Sonal and Jelena from THQ who were in Brisbane attending the conference. Both became great moral support for the Team. As the arrival of our guests approached we reviewed our information and planned

Above: Mazen Trabolsi, Centre Manager KSS Murarrie

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FEATURE Kennards Gets Social

Customer Feedback “You answered all my questions and got this novice storage user over the line at work! Any time I needed to know something Abbotsford answered with a smile!” “Easy and convenient - friendly and helpful staff at the Fortitude Valley Centre.” “Leanne was always helpful and efficient at Gladesville. The premises were always clean and tidy. Access was easy.” “Excellent helpful staff at Hastings facillity. Those two ladies are treasures!” “Friendly service from the Hastings, NZ branch. Kelly and Nell especially were very helpful. Service with a smile! Warm reception always appreciated.” “Miranda were really helpful with supplying boxes, paper and tape. When I signed the contract the guy explained the process, payment, direct debit and key code access really well. Friendly and professional. He recommended excellent removalists Happy Days, they are very reason- able, hard working and very nice guys, fast, polite and efficient. Could not recommend Miranda highly enough.” “Good service and communication at Mt Eden. Really helpful with advice about size of containers required and then switching sizes. Very prompt refunds! Would definitely use the three Kings Kennards again. You guys have been great.” “The whole exercise was so easy, from getting access when needed to easy payment and very friendly helpful staff at Napier.” “Glen and the team at North Lakes were professional, friendly and efficient. Always willing to help with a smile, Karly was outstanding, the premises were always clean and tidy. Really pleased that we chose to store with them. Never any issues with security.”

and also tailor messages to particular Facebook location pages when needed. The Facebook platform in particular has also evolved into a customer service platform for KSS where we now receive many private message enquiries which are all managed and answered centrally. In addition, to delivering a consistent content feed across multiple Social channels, we utilise some of the more sophisticated ad features of Social Media to deliver creative promotions and campaigns. These include promoting new centres that are opening, centres that are expanding or being refurbished, particular centres that need a boost in occupancy, promoting our community involvement and charity work as well as promoting specific services like our online Box Shop, Business Class or Wine Storage. The social technology not only allows us to target our Social Media ads to specific people in specific areas with specific interests, but we are also able to retarget people who have visited particular KSS website pages and people who look-like our ideal customers, all through their Facebook feed. One of the keys to a successful Social Media marketing program is to remain authentic. So, we encourage our Teams to take candid photos or video of their centre, your customers (with permission) and the goings on in your Kennards world.

I n today’s digitally forward environ- ment, the KSS group recognises that Social Media has transformed the way people discover, consume and share experiences, products and services. Indicators across many industries are pointing to an age where the customer experience will soon become the biggest competitive differentiator. Social Media allows businesses to get in at the ground level of the customer journey where experiences are talked about and new information can be consumed and shared like rapid fire. More people are making purchasing decisions after seeing content on Social Media and getting recommen- dations from trusted sources, like their own networks. And in this age of instant messaging, customers are expecting businesses to be available to answer queries at any time, in an instant. The Kennards journey for me in Social Media started some two years ago where we undertook a complete overhaul of the Social Media presence and created Facebook Page listings for each and every centre in Australia and New Zealand. We also re-freshed the Twitter feed, LinkedIn Corporate page and Instagram account. In addition, we also set up a separate Facebook and Instagram profile for Kennards Wine, tailoring the content to wine enthusiasts and collectors. We currently create and publish weekly content that goes across all Facebook location pages, Instagram, Twitter and the Wine Social accounts. We occasionally post across to LinkedIn

You never know, we could be featuring you on Facebook really soon.

Send all pictures and videos to: sharon@kss.com.au

Maria Matthew Owner - Social Wax

Managing such a broad reach of digital assets has been achieved by the help of our service agency Social Wax. Social Wax has kept our approach to Social Media simple. Keeping the KSS Brand, features, services and locations in peoples feeds, in a fun, genuine and creative way. As well as keeping us up to date on the latest Social Media enhance- ments, features and technologies.

8 Kennards Kourier Oct 2018

REVIEWS

Customer Feedback

oogle Reviews

“ Jai T made our move so much easier with his professionalism and helpful- ness. He is why we would choose the Rozelle, Kennards again!” “Rydalmere was always clean, lights worked and there was always a trolley available. Staff always polite and helpful. Never a problem paying for my monthly rental. Thank you!” “Everything was perfect. Kim in St Mary’s branch is fantastic so welcoming, so caring, just so nice thank you Kim and Staff for all your help.” “Everything was great at Thebarton, thank you. The staff have been attentive, helpful and the site perfect. The time we spent at Thebarton has made life so much easier for us.” “Welcoming and clearly explained options incl pricing. Shown available storage units as we were unsure of capacity we needed, Process easy and staff at Warana Qld gave us exceptional assistance, in particular Geoff who was extremely helpful.” “Service at the West End location was wonderful. The staff were helpful and pleasant.” “After registering interest in your storage facility, I received a phone call the next day and was able to discuss my requirements in detail. When attending the Camperdown centre, I was able to vary my order to suit my needs. The staff were helpful, attentive, friendly and professional.” “The most amazing customer service I have experienced at Moore Park and I don’t say that lightly. When experi- encing a stressful time it has been much appreciated. And nice to see a Team who seem to enjoy their jobs and each other.” “Very friendly and informative first meeting at Murarrie. Overall impres- sion positive and motivated me to decide in favour of Kennards.”

“Thank you KSS Cardiff for assisting us with our storage needs. At all times, your Team was great in helping us optimise our rent space to keep costs down. The storage facility is always clean, secure and well ventilated, assuring us that our valuable possessions are safe and remain in good condition. The customer service on the phone, via emails and when we are present on site, are always consistent - courteous, helpful and responsive. We are happy to highly recommend your facility to others. For us, cost is important but not as important as the total service we get, consistently.” Raja “ Outstanding service from the staff at Kennards Self Storage at Moore Park. Yesterday I placed an order online for boxes and packing materials, and they rang me within about two mins to say it was ready for me to collect even though the website says to allow four hours before you collect. Same thing today when I needed to top up. And when I got home and realised I’d be given much less bubble wrap than I paid for, they immediately got in the car and drove to my house to give me what I’d paid for, because I didn’t have time to go back and get it. Brilliant.. ” Emma “Dennis, the manager at Kennards in Abbotsford, is FANTASTIC! He really is a wonderful guy, goes WAY beyond the call of duty, is always positive and upbeat, and makes the experience of storing items at Kennards flawless. One time I had a flood in the unit, and Dennis helped me move all my stuff to another locker close by, which he immediately arranged. He didn’t NEED to help me, but he DID, which I thought was really admirable of him. I just heard he is retiring, and Kennards won’t be the same without him. Thanks for all your help Dennis, you are a true gentleman!!!” Noel “I have been storing/working from this venue for the last three years and have no hesitation in giving a Five Star rating. The manager (Nigel) and the assistant manager (Daniel) have always gone that extra mile to provide a first class experience at Ivanhoe. I attend the centre six days a week and have never had any issues. The centre is always very clean and secure and it constantly goes through repairs and renovations when required. Both Nigel and Daniel are very pleasant and approachable and will deal with any problems ( should they arise) immediately. Keep up the good work gentlemen.” Stan “I paid for everything online, and dropped in to Langridge Street , Abbotsford after work so that Kennards could confirm my I.D. Dennis made me feel part of the family, and I received a quick history lesson on the beautiful building that my belongings will be stored in - it was such an awesome experience! The facilities are clean, my storage space is better than I had expected, and the whole process a breeze. Highly recommend!” Raniera “Kennards Store in Palmerston North have been very useful and the staff were very friendly and helpful. I’ve been very satisfied with their service, and their booking system. If I need storage next time I will be definitely be using Kennards Storage. Overall I’ve been very Satisfied with their service. 10/10.” Yaver “Kennards Storage Homebush has been the home for my business for the past 12months. The staff of Lesley and Christian were always available when needed and the facilities well and truly served my needs during my stay. I have now moved out of Kennards due to finding an alternate business location, but would not hesitate for a minute to recommend them if ever asked. Regards, Marcus Woods of Fox Mowing and Gardening Canada Bay.”

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FEATURE

Another Night Wrapped

Con’t from page 1

Freedom Award: Andrew Kirkham (NZ Ops Mgr) far left, with Sam Kennard far right, presenting to L to R: Juan Moran (THQ), Daniella Hopkins (Croydon Park) and Ross Woodward (Camperdown)

Freedom Certificate: Andrew Kirkham Left wth Sam Kennard right, presenting to L to R: Melanie Owubokiri (Mt Eden) and Lenci Taylor (Belmont)

Rookie of The year: Maria Garcia (Warrawong) with Sam Kennard.

SCOTY Awards: Carolyn Coates (NSW Ops Mgr) left presenting with Sam Kennard right. L to R: Adam Snowdon (Miranda), Ray Adams (Miranda), Craig Welch (Mt Eden), Melanie Owubokiri (Mt Eden) and Darryl Lewisson (Fyshwick)

Above: 20 Year recipient Mark Fradd (Caringbah) with Sam Kennard and Darren Marshall

Above: Sam Kennard with 15 Year recipients Darren Marshall (General Manager), Wendy Jorgensen (Bankstown) and Maria Katselas (Moore Park)

Above: 5 Years of Service: Nicky Goodwin (QLD Ops Mgr) far left and Sam Kennard far right, presenting to Craig Welch (Mt Eden), Kieren Munn (Abbotsford) and Anthony Sharpe (NSW TSM). Right:15 Years of Service: Darren Marshall pesenting to Lisa Donkin (Belmont). Far right: 10 Years of Service: Ben Brown (NSW TSM) and Michael Baron (Castle Hill)

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FEATURE

ROOKIE OF THE YEAR Maria Garcia – Warrawong

Up In Achievement

SCOTY AWARDS

Most Improved Miranda – Ray Adams and Adam Snowdon

Commitment to Occupancy Growth Klemzig – Craig Kemp and Owen Grasby Mt Eden – Craig Welch and Melanie Owubokiri

Commitment to Operational Excellence Fyshwick - Darryl Lewisson and Colin Haden

Sustained Income Growth Napier/Onekawa - Joshua Johnston, Jonathan Claybourn and Nealla Lyttle

10 Years of Service: Karen Bell (Chullora) and Andrew Kirkham (NZ Ops Mgr)

Freedom Award: Andrew Kirkham (NZ Ops Mgr) presenting to Melissa Hiri (Wellington)

SALES EXCELLENCE Belmont - Carol Dunne, Ian Thompson Castle Hill - Michael Baron, Medhat George, Jim Gavin Gladesville - Leanne Nassif, Gary Stephenson Napier - Joshua Johnston , Jonathan Claybourn, Nealla Lyttle Warriewood - Elle Graham, Bob Dutfield

Michael Baron – Castle Hill Ben Brown – TSM NSW/ACT Karen Bell – Chullora Andrew Kirkham – THQ LENGTH OF SERVICE 15 YEARS Darren Marshall – THQ Maria Katselas – Moore Park Wendy Jorgensen – Bankstown Lisa Donkin - Belmont LENGTH OF SERVICE 20 YEARS Mark Fradd – Caringbah FREEDOM CERTIFICATES Lenci Taylor – Belmont Melanie Owubokiri – Mt Eden NZ Neil Pardoe – Rydalmere

SCOTY Gold Fyshwick - Darryl Lewisson, Colin Haden Miranda - Ray Adams, Adam Snowdon Seaford Meadows - Paul Sommerville, Suzie McGarvey Kirrawee - Mike Howard, David Courtney Pymble - Steve Jansen, Varsha Samji Rydalmere - Neil Pardoe, Belmont - Ian Thompson, Carol Dunne Hastings - Kelly Lang Erina - Jenny Smith, Clint Thompson Abbotsford 1 - John Fenton, Albert Dudley, John Golding North Melbourne - Azam Muhummad, Suzanne Schuback Prospect - Leng Tang, Alex Nelson, Mark Bland Wollongong - Matthew Jones, Belinda Duncan Marrickville - Mark Gieng, Anthony Heng Napier - Joshua Johnston, Jonathan Claybourn, Nealla Lyttle Caringbah - Mark Fradd, Leanne Boots Petersham - Dennis Flack, Maya Maharjan Bankstown - Bianca Adattini, Najwa Ryan, Wendy Jorgensen Castle Hill - Michael Baron, Medhat George, Jim Gavin North Lakes - Glen D’Souza, Karly Murphy Kunda Park - Ella Marriot, Lisa King, Geoff Turner Murarrie - Mazen Trabolsi, Jason Fort Mittagong - Shavarne Scanlan, Colin Fuller Three Kings - Mark Montgomery, Katie Jones Abbotsford - Dennis McDonald, Kieren Munn Gladesville - Leanne Nassif, Gary Stephenson Artarmon 2 - Mark Burgess, Karl Lagman Ivanhoe - Nigel Spragg, Daniel Huntington St Marys - Steve Fone, Kim Simpson Hawthorn - Dane Talbot, Scott Griffiths-Hewitt

CCC - Christine Tambouras CCC - Ophelia Keshishian

LENGTH OF SERVICE 5 YEARS Owen Grasby – Klemzig Mark Shepherd – Newcastle

Steve Fone – St Marys Craig Kemp – Klemzig Kieren Munn – Abbotsford

Anthony Sharpe – TSM NSW Brooke Cochrane – Newcastle Jane Ryeland – TSM Sunshine Coast Craig Welch – Mt Eden NZ LENGTH OF SERVICE 10 YEARS Cameron Ferguson – Chermside Glen D’Souza – North Lakes Eli Savic – Maribyrnong

FREEDOM AWARDS Juan Moran Diaz – THQ

Daniella Hopkins – Croydon Park Ross Woodward – Camperdown Melissa Hiri – Wellington NZ

10 years of Service: Darren Marshall far left and Sam Kennard far right presenting to Karen Burns (Chullora), Andrew Kirkham (NZ Ops Mgr) and Glen D’Souza (North Lakes)

Sales Excellence: Medhat George (Castle Hill), Elle Graham and Bob Dutfield (Warriewood)

11 Kennards Kourier Oct 2018

FEATURE

War on Waste

W e had the pleasure recenlty of receiving a Sustainability Award on behalf of KSS. We have been measuring culture at KSS now for over 20 years. And despite some ups and downs as we have navigated various changes, the culture has remained constructive. Many of you have shared the journey, some of you have not long joined us. To some degree there is a little irony in us receiving this award. To be honest I can’t think of how we would develop and maintain our Constructive Culture without sustainability. It takes perseverance, openness and much review. Behaving this way dominates our conversations. We recently shared the 2018 results of the OCI where we talked about the detail and ways in which we approach some of these conversations. In 2016 we set the goal to achieve 80% Blue in the four constructive styles across the business. With the training, the new faces and continued efforts we are really seeing positive progress toward this goal. The effort has been sustained and no one I think would say it’s been easy. The payoffs we see in Team buy-in, effectiveness, the honesty and simplicity of conversations and most importantly the satisfaction I get in seeing Team growth and development; makes it more than worthwhile. Sustainability Pays Off At KSS

W hat is meant by a War on Waste – this term can be used to cover many areas of our personal and professional lives. Generally what it means is to reduce usage that may not be required or be used less. By reducing waste we save money, remove excess cost and maybe even do something good for the planet. To be successful we need to be curious, ask questions, challenge things, never accept the status quo. There are so many areas where we can all make a significant difference: We need to continu- ously look for new ways to reduce waste to offset the signifi- cant increase in costs across the business. • Time and effort – where we carry out processes that can be improved through a more efficient process or through an automated process rather than a manual process. Sometimes we do something and by not doing it, there is no negative impact. • Reduce costs – this is often the key focus when trying to reduce waste. Costs can be reduced by removing an unnecessary cost. We need to ask ourselves - do we really need that? Are we getting a worthwhile benefit by incurring the cost? Often when we challenge ourselves and ask these questions we realise that the cost may not be worthwhile or achieve any signif- icant benefit and we can do without it • Is the service being provided at a worthwhile price – we should challenge all our suppliers and ask questions as to whether the service is worth the cost? Sometimes a National Agreement will mean we have to follow the cost but often we can challenge the cost. Especially where the invoice is at a very summarised level, ask for more

detail. How many hours did the task take, what is the rate per hour? • Recovery of costs – where we incur a cost we could on-charge we should look to do this – security, rubbish, delinquent costs, electricity, parking, damage to property and so it goes on. • Nice to have - sometimes we get used to having a service and it becomes part of our day to day lives. We should always challenge ourselves as to whether we really need the service? Because it has been used for many years or that’s how it was always done – challenge this. • Reduce usage – electricity and all utilities as well as stationery and cleaning materials – turning off lights and taps and looking to use less. As the Australian and NZ economies face many economic hurdles with increasingly more competition in the Storage Industry, more government legislation and taxes, increased utility costs – we need to continuously look for new ways to reduce waste to offset the significant increase in costs across the business. Lets all band together and declare a War on Waste. Anthony Rous Chief Financial Officer Below: Sustainability Award - L to R: Jared Mobbs (Brookvale), Carolyn Coates (NSW Operations Mgr) Neil Pardoe (Rydalmere), Matt O’Brien (Camperdown), Darryl Hodgson (NSW Operations Mgr), Tony Vuong (NSW Operations Mgr), Kemal Sermen (Ultimo), Jelena Stricevic (NSW Operations Mgr), Antone Boustani (Waterloo), Sathish Gopinath (THQ), Maria Katselas (Moore Park).

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Well done to all for your efforts and progress on building your culture.

Darryl Hodgson NSW Operations Manager

12 Kennards Kourier Oct 2018

FEATURE Recognition By Peers Is An Honour ‘ ‘ Congratulations to all the Freedom Certifi- cate and Award recipi- ents for this year... tion to one of your peers who has added significate value or greatly exceeded expectation within the business. need to nominate. Congratulations to all the Freedom Certificate and Freedom Award recipi- ents for this year. I would like to make special note to the Rookie Award presented to Maria Garcia from Warrawong. The Rookie Award is the recognition of a new Team Member to the business, who displays or makes a significant contribution, which is well beyond what we would expect, for the time they have been with us. The nomination this year for Maria was outstanding – she started her first day working after Hub Training at a brand new site on her own, when her Manager suffered an unexpected medical event.

It was interesting on the Achieve- ment night to be approached by Team Members regretting not taking advantage of the K-Memo request for nominations. Perhaps making mention of this in the Kourier plants the seed to prevent any more ‘if only’ moments as the success of these Awards is purely in Team Members hands. Nominations come from Team Members, it is not a business decision. So if you want to give some personal recognition next year to another Team Member – you

A t times customers request internal unit walls to be taken down. Our aim is always to rent the spaces as is and removing walls is a last resort after careful consideration. Traditionally, if walls were removed they were stored at our cost and often lost over time. Some centres are applying a new thinking on securing these walls, they are carefully and safely attaching them to internal walls of the unit. This allows for the walls to remain in the unit, eliminates the need for storage and the walls can be reassembled after the customer vacates. Discuss this with your Operations Manager if you want to explore this option for securing walls at your centre. HOT TIPS It is challenging enough starting at a centre, let alone without a Manager at a brand new one! Maria took it in her stride and not only opened the site, she ensured the new Warrawong site was successful. Andrew Kirkham NZ Operations Manager

I was privileged this year to be able to present the Freedom Awards at the Achievement Dinner. Both the Freedom Certificate and Freedom Awards are your way to give recogni- L to R: Andrew Kirkam (NZ Operations Manager), Maria Garcia (Warrawong Manager) and Sam Kennard

Thank you Anonymous for a raving review spotted on SEEK

13 Kennards Kourier Oct 2018

PROPERTY Spotlight on Wetherill Park

K ennards Wetherill Park is located at 2 Cowpasture Place. The KSS blade sign is prominently placed at the busy intersection between The Horsley Drive and Cowpasture Road. The centre itself is situated near the Smithfield-Wetherill Park commercial area, attracting a fair number of local businesses and tradies. Opposite the centre, are the residential areas. To our advantage Wetherill Park doesn’t have direct competition within a five kilometre radius. Also, Wetherill Park is fortunate in having a variety of different types and sizes of units to suit a broad range of storage needs and budget requirements. It has parking spaces for trucks, cars and boats, enterprise spaces and plenty of drive-ups. Rather uniquely we are one of the few centres that offer units specifically for motorcy- cles. These can also double up as general storage for those wishing to get

a small unit on the ground floor.

and a 1950’s vintage car once driven by Lucille Ball from the iconic TV show I Love Lucy. The current Team at Wetherill Park are Anthony Lo, Centre Manager, who has been at Kennards for seven years, and Kaio Tang, Assistant Manager, who is approaching two years with the company. Since October 2017, the centre has reached and maintained high perfor- mance level. We achieved over 90% occupancy across two consecutive months, peaking at 91.5% at one stage. Our challenge is to reach above 90% again and with that also achieve growth in income. Having tasted the sweet fruits of high occupancy we, as a Team, are determined. Kaio and Anthony Kennards Self Storage Wetherill Park

Wetherill Park was opened in 1988. THQ was once based here before moving to Homebush. There are currently eight buildings in the centre, comprising of 720 units and a total of 9,278 sqm. The last development was completed in 2008, which added a two-storey building where our office is now located. There are future plans to knockdown and replace some sections of the centre with new enterprise and retails spaces. Like at other centres it is the customers who keep our job interesting. Our customers are often impressed by the cleanliness of the centre, in particular the toilet amenities!! The Wyldmen of Waterproofing are one of our long-term customers, having stored at Wetherill Park for almost 22 years and still counting. There are customers storing special cars, including a Lotus sports car

14 Kennards Kourier Oct 2018

PROPERTY

Warrawong Strata Units Up For Sale

Castle Hill NSW

Warrawong Strata Units NSW

Castle Hill NSW - Centre near completion Total Construction have almost completed the project. The site is really shaping up to be a flagship to the KSS brand. Adelaide Airport SA - Project complete Hutchison Builders completed the project in late September. Early October saw the grand opening. Warrawong NSW - Industrial Strata Units Total Construction have completed the project. Sales of the units are steady and now they are completed we hope to stir the local interest. Bankstown NSW - Bankstown expansion begins Total Construction have won this contract and the first task was the removal of the famous bus. Having not moved for almost 20 years it was a full day pushing and grunting and finally a heavy tow. It’s now 7,000 beer cans. Wairau Valley NZ - Tenders received Tenders are in and interviews have commenced with a builder. Ultimo NSW - November start The tenders are in and we have extended the contract to include some paint touch ups to Chatswood, Wentworthville and Brookvale. We are aiming to start in November. Coorparoo QLD - Earthworks and foundations underway Hutchison Builders have commenced on site. Earthworks and foundations are working to program. For regular updates follow Michael on Yammer and Twitter. Michael Macheledt & Craig Henery Development & Construction Team

Bankstown NSW

Adelaide Airport SA

Coorparoo QLD

15 Kennards Kourier Oct 2018

FEATURE

Imagine All The People

understanding what customers are likely going through is a transitional period (hence self-storage), and by helping them with their storage decisions, it will be making their life less confronting and complicated. By providing them with the correct storage solution, we have just potentially eliminated stress, as well as leaving a good lasting impression (or reality perception). If people adopt the reality that your product is quality, they will never question its value. In a world of ‘you get what you pay for’ (e.g. a consumer is happy to pay higher prices for a Gucci handbag, because the label is revered), coupled with social learnings and practices (e.g. one does not haggle for the price of milk at IGA just because it is cheaper at Coles, because this is a simple question of accepted market value), quality is the most valuable commodity. Never underestimate the value of the ‘little things’. There are no little things. Everything we do at Kennards Flemington and every other centre, makes up a part of the entire Kennards customer experience and as a whole, this is what the consumer base will view as their reality. I use the term ‘consumer base’, as the positive reality we want perceived, or the possible one that could be, is not at all limited to just our customers. It extends to past and prospective customers, possible referees, passers-by, gossip mongers, businesses, colleagues, opposition, church groups, Soccer Mums, Tradesmen…and genera- tions to come. It may sound like exaggeration, but every person that so much as notices a Kennards banner in the window, a jingle on the radio, graffiti on a building, clean shop fronts, or a smiling Team Member, can have just as detrimental or positive impact on business reputation. So the reality is…up to us, as the face, the representatives of Kennards, to define. What do you see? “Since we cannot change reality, let us change the eyes which see reality.” Nikos Kazantzakis Katherine Russell Assistant Manager Flemington

J ohn Lennon once said that “Reality leaves a lot to the you see how it applies, illustrating his point exactly. Reality is a very fluid concept. Each person has their own independent view of the world, opinions of other people, and the respect they deserve. Each person has their own expectations of the manner in which they believe they should be treated and service they are entitled to. Each person has their own set of moral, ethical and personal values. Therefore, to each person, their own perception, is indeed their own reality. Given then, that ‘perception is reality’, how do we apply that to business practice within Kennards Self Storage? The key is, we must have confidence that the product/service we are selling is worthy and stand by both our value and our FREEDOM values. To offer it confidently, we must first believe in its quality ourselves, which is where the conviction will draw strength and depth. If you are passionate about something you are offering, whether it be gold bullion, storage or cardboard boxes, quite often that feeling can become contagious and resonate with a customer, who wants assurance that they have made the right decisions. To believe it, we must enforce it, by ensuring that our standard of products and service surpasses that of others. imagination” , and the more angles you think of this from, the more

We must deliver what we promise, and spend time on the finer details, as well as the larger picture. To enforce it, we must be diligent in keeping ourselves and all of our Kennards Centres clean, tidy, well maintained, stocked and secure, as well as being knowledgeable in the services we extend and flexible in our approach. To offer it confidently, we must first believe in its quality ourselves, In a nutshell…we must give exactly what we say we will or more, to at least meet, or exceed expectations. Another important aspect of any business, is getting to know the inner workings of a potential customers needs. ‘At Kennards “We Care” , which is a practice we have embraced at Kennards Flemington, so ask questions and really listen to the answers. We all know customers that could talk the leg off a chair, or those that are just ‘difficult’, or perhaps even those very emotional ones. By empathising and ‘ which is where the conviction will draw strength and depth.

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Kennards Kourier Oct 2018