KSS April Edition eKourier 2025

FEATURE

MOMENTUM 24 UPDATE

Since the last update the main theme has been from the Customer Experience Pillar Team; Fiona and Nicole, with the launch and celebration of 'Paint the Town Blue'. The creation of the song was a great addition to build energy and fun when seeking nominations and presenting prizes to Team Members. What a fantastic exercise in reminding us all to appreciate and recognise the good efforts of so many.

W ith so many initiatives working away in the background, the Pillar Teams most certainly have their work cut out for them! Here is an update on the status of each Pillar. Pillar #1: Technology - Champions: Jeff Xanthos and Wayne Brown : Technology continue to take steps to raise awareness on Cybersecurity and the team are also moving forward with the big projects that will become our new financial and payroll system choices. Hummingbird is getting more deeply into the training, the pilot stage and ultimate launch. Lastly Atlas continues to have small enhancements and improvements made. Pillar #2: People and Company Culture - Champions: Darren Marshall and Darryl Hodgson : Recruitment for a southern NSW/ ACT region Operations Manager was completed with an outstanding number of internal applicants competing with over 50 external applicants. Phil Rayner are presenting challenges right now. However, history shows that these cycles are a normal part of business, particularly in the retail sector. The good news, we’re starting to see positive signs of recovery. With interest rates beginning to ease and green shoots of business activity emerging, there is much cause for optimism. My approach to the team and business is we should continue to move forward with confidence and with a strategic growth plan. A nice addition in the New Zealand portfolio is the recent acquisi- tion of a 40-unit storage business adjacent to our Omahu Road site that

will commence with KSS this month. We continue to work on Key Role Risk, documenting many tasks and processes so that we build better capability across the business. Also, the much-anticipated Future Leaders Program has been reviewed by the Operations Team with final changes being made. Pillar #3: Customer Experience - Champions: Fiona Harding and Nicole Bergan : As mentioned, round one of Paint the Town Blue is now complete. The engagement by teams across KSS was exceptional. Value Add - External sales training with some of the Queensland team is being trialled with Freedman Group. We will review the teams progress and their feedback at the end of the trial. Pillar #4: Innovation - Champions: Kellie Robley and Tony Vuong : The team have been working with our partners at Webvine to include a we are currently building in Hastings. This new site brings our total footprint in New Zealand to 11 sites following the successful acquisition in Kilbirnie. Regardless of economic fluctuations, our business remains resilient and strong. Self storage has consistently proven its durability in both good times and bad, and our continued success comes down to doing the fundamen- tals exceptionally well. A focus on Best Practice, attention to detail and doing the basics well are the cornerstones of our performance thinking.

Suggestion Box in Atlas so that teams can easily and quickly put forward ideas. Importantly, a key goal is to ensure teams receive feedback on their ideas and progress updates when they are adopted. Security innovations continue to be rolled out across centres through the “Security Hardening” project, with learning that in part, came from conferences and research into other businesses and their security strategies. Pillar # 5: Brand - Champions: Deepa Chirayath and Jared Mobbs : Jared and Deepa recently completed a BI (Business Intelligence) course to better combine and produce marketing data across KSS to understand our marketing position, success of initia- tives and so forth. The KSS Marketing Calendar is now well underway and in use. There is still work to do to develop an internal communication strategy to ensure all of us inside KSS get the same messaging as customers. Darryl Hodgson NSW Operations Manager Every interaction, whether purchasing moving supplies or securing a premium unit, should reflect our genuine interest in helping every customer. Many of our Google Reviews reflect this with individual Team Members mentioned to recognise the special efforts made. As a team, we are fortunate to be part of a well-run, efficient, and profitable business. The efforts we put in today will drive better results in the future. I am proud to see the positive and committed approach the NZ team have with a focus on excellence, positive growth and success going forward this year. Andrew Kirkham NZ Operations Manager

CHALLENGES AND EMBRACING GROWTH IN NZ I t’s no secret that economic conditions

However, what truly sets us apart is our dedication to customer service.

6 Kennards Kourier April 2025