eKourier April 2016

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There are similar themes between this approach and our own plan to close process. Handling customer conflict is done using the three F's of Empathy:

Fairy Sparkles Once Again Sam Kennard at the Sydney Children's Hospital Randwick with Fairy Sparkle OAM at the opening of the new Happy Garden! Fairy Sparkle invited Sam along to celebrate this great achievement. The Happy Garden gives sick patients (especially children) and their families a place to go to lift their spirits while in hospital. Kennards Self Storage proudly support Fairy Sparkle and her initiatives. Fairys dream is to have a special garden in every hospital.

• Feel • Felt • Found

Empathy Encourages Team members to place themselves in the shoes of the customer, appreciate how they must be feeling rather than judging the reaction. Here's an example of the Three F's in action via Gizmodo:

Customer: “ This Mac is just too expensive.”

Apple Staff: “ I can see how you'd feel this way. I felt the price was a little high, but I found it's real value because of all the built-in software and capabilities.” Similar to our own philosophy of Store With People Who Care. Every time we interact with a customer whether it is an enquiry, rent increase, a follow up call on an arrears payment, we should always think about the experience we deliver to the customer. Is it caring, delightful and create a memory that we are passionate about our customers the same way Apple is? I'm sure that Apple doesn't get it right every time as with most customers but with the right training and the right commitment, like Apple we will get it right more often than we will get it wrong. The need for self storage is driven by life events which can be emotionally draining on an individual. Customers therefore look to us for help and peace of mind. We are not selling storage we are solving life’s problems for our customers which are often stressful. Building positive relation- ships through solving people's problems efficiently, respectfully and with empathy can make KSS the Apple of the self storage world.

Darren Marshall General Manager

11 Kennards Kourier April 2016