KSS July Edition eKourier 2025

Kennards Kourier EDITION: July 2025

KSS ACQUIRES NATIONAL MINI STORAGE

PEOPLE AND ENGAGEMENT

TIME TO CELEBRATE

THE FEEDBACK ADVANTAGE

STEADY STEPS MAKING SPACE FOR CHANGE

IN THIS ISSUE

Message From Sam

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Team Member Profiles

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10 Questions With 5 Steady Steps Make Space For Change 6 People And Engagement 7 Time to Celebrate 8 KSS Acquires National Mini Storage 9/10 Bright Spots 11 Keeping Up With Business 12 Locked Up Since... 13 Real People, Real Stories... 14 The Feedback Advantage 15 Restoring Building Heritage 16 Spotlight On... 17 Meadowbrook - Opening Summer 18 Nev's Notes 19

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Deadline: September 19, 2025 Editor: Sharon Munro Email: sharon@kss.com.au Distribution: October 17, 2025

Front cover: Darren Marshall (COO), Tony Vuong (Head of Ops), Andrew Kirkham (NZ Ops Manager), Sam Kennard (CEO) outside National Mini Storage Newmarket, Auckland.

Inside cover: Kennards Self Storage Chatswood NSW

FEATURE

MESSAGE FROM SAM

‘

from mistakes. Over time, this leads to deeper understanding and higher achievement. our responses to challenges. People with a growth mindset view challenges as opportuni- ties to stretch their abilities which fosters resilience, grit and perseverance Thirdly, our mindset matters in how our relationships are shaped and how we communicate. In relationships, a fixed mindset can lead to blame, defensiveness, and a fear of vulner- ability. A growth mindset encour- ages open communication, empathy, and a belief that people, including ourselves, can change and grow. This fosters healthier, more supportive connections. Finally, our mindset impacts are well-being and emotional health. A growth mindset promotes compassion and optimism. It helps individuals see setbacks as temporary and control- lable, which is crucial for maintaining motivation and emotional balance. We can all recognise times when we are in a growth mindset mode, and others when our mindset is being more fixed. Mindset is a compelling philosophy. Our personal challenge is to shine mostly, indeed always, with a growth mindset. There is a lot to be gained. Sam Kennard Chief Executive Officer ‘ Your mindset matters because it shapes

ON MINDSET

A s you know, when new Team Members join us they come to THQ for the New Employee Training. This three day program rounds-out their in-store training. One of the favourite parts of my job is when I join this training for the 'Questions for Sam' session. This is an ask-anything format with no time limit. I endeavour to be in the room (not online, or absent). I like the session over a scripted stump speech as it is candid and authentic, and explores the areas of interest of our teams. The questions range from strategy, growth and investment; some operational; and some of my biggest mistakes or what I would do differently; as well as interest in family, pass times and even what car I drive. However, one of the more insightful questions has been; what would I recommend that someone do who wishes to get-ahead, progress and to flourish in their career and life. There are a number of ways to respond, but to best answer this, I would lean-in to the concepts and research that Carol Dweck explains in her book: Mindset.

Our mindset is the lens through which we interpret our experiences, challenges, and potential. It is how we shape the trajectory of our lives, influencing how we learn, how we relate to others, and how we respond to failure. With our mindset there are two contrasting mindset types - a fixed mindset or a growth mindset. Our mindset matters to our success and fulfilment because it affects how we approach and respond to things that come our way. Your mindset matters because it shapes our responses to challenges. People with a growth mindset view challenges as opportunities to stretch their abilities which fosters resilience, grit and perseverance. Growth mindset people look for solutions, bringing innovation and creativity. People with a fixed mindset often see challenges as threats and too risky. Secondly, it influences learning and achievement. Fixed mindset thinking can lead to a fear of failure and a reluctance to try new things. A growth mindset encourages curiosity, experi- mentation, and a willingness to learn

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WHO’S WHO

TEAM MEMBER PROFILES

Michaela Endicott Design Manager - THQ

Jyoti Sengupta Manager - Hoxton Park, NSW

Tell us about your career background: I have worked in multiple industries over a span of 30 years, starting with FMCG Sales, Territory Management, multi-site Financial Retail and Telecom. All of my previous experience has left me with a great adaptability and a diverse skills set. What do you enjoy doing when not at KSS? (Hobbies/ Interests)? I enjoy travelling, playing badminton, cooking and spending quality time with friends and family. What are you reading now? I am not much into reading. It has been a while since I read any books. What are you watching now? The French Open Tennis Tournament. What favourite foods or restaurant would you recommend? I am a Foodie, I enjoy all types of food, but I love having home grilled chicken on skewers with capsicum and onions. Favourite restaurant – My Kitchen! Where did you grow up and what was it like? I grew up in a small industrial town, Digboi, in the northeast part of India. My childhood fostered a diverse and inclusive environment. The town has a rich cultural heritage. It is the location of the first oil well drilled in Asia established in 1866. The Digboi Refinery features as one of the oldest oil refineries in the world and still in operation. Favourite hangout people when not at work? Family and close friends. Favourite holiday destination or interesting place you’ve been to? I have so far visited USA, UK, Canada, New Zealand, Thailand and Malaysia. My favourite holiday destination is Banff in the Rocky Mountains of Canada and the whole of New Zealand.

Tell us about your career background: I've completed a Diploma in Architectural Drafting and worked for a year as a Draftperson. Then completed a six year Bachelor of Architecture Degree part time. Worked in an Architecture Practice for a number of years, took over the Practice and worked for myself for about five years. Then worked for developers on Aged Care and Commercial projects. What do you enjoy doing when not at KSS? (Hobbies/ Interests)? I enjoy my peace and quiet so go kayaking and bush walking! Definitely interested in travelling more. What are you reading now? Just finished Big Little Lies by Liane Moriarty. Starting a book called Destination Simple – Everyday Rituals For a Slower Life. What are you watching now? Atypical with one daughter and Ginny & Georgia with the other. Generally like anything with comedy and action. What favourite foods or restaurant would you recommend? Anything that I don’t have to cook, but generally love soups and salads. Café Sydney for food and views. Rockpool for amazing steak and mash potatoes. Where did you grow up and what was it like? I grew up in Melbourne and travelled to Germany every second year to visit family. Pretty normal European upbringing; Saturday School instead of sport and Soccer instead of Footy. Favourite hangout people when not at work? My kayaking and bush walking buddy, my parents for a home cooked dinner and girlfriends for dinner and drinks. Favourite holiday destination or interesting place you’ve been to? Just returned from Japan which was fascinating but exhausting. Spain is one of my favourite places too. Keen to visit Lord Howe Island.

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WHO’S WHO

10 QUESTIONS... With Shaun Young - Coorparoo Manager, QLD

What does Kennards mean to you? To me Kennards is more than just a job. It’s an exciting adventure that is different every day as you never know what you are walking into. What is your favourite meal to cook? I don’t really have a favourite meal to cook. I love cooking and am currently trying out different Polish recipes that my Mum and Grandad made for us as kids. I also really enjoy teaching my kids to cook when they are interested. What activities do you enjoy doing with your Family? We enjoy fishing and camping when we can. I also enjoy watching movies with them or playing Fortnite.

To sum up KSS in one word? Exciting.

Shaun on holiday, cruising with his two sons Jayden (left) and Wyatt (right)

What year did you start your journey with KSS? I started my journey with Kennards October 2015 I was hired as the Part Time Assistant Manager at Yeerongpilly. What was your occupation before joining KSS? I was a Taxi Driver before starting with Kennards. Before that I worked for Red Rooster for almost 12 years before being made redundant. What do you enjoy most about working at KSS? I enjoy the amazing people that I work with and see daily, whether it is the team or customers. I also enjoy the freedom we have within the company. If you had to make one improve- ment/change to your centre, what would it be? A pop up “Kennards Café”. Our customers are always asking for a Kennards Coffee.

Name a person who has inspired you both professionally and personally? My Grandfather. He was one of the hardest workers I’ve ever known. He taught me to respect everyone and to work hard in life. What has been your greatest challenge with your role at KSS? The greatest challenge with my role in KSS was the 2022 floods. I was at Fortitude Valley at the time, and we had 87 storage units affected by the floods. It was amazing to watch everyone from Sydney and Brisbane band together. What really surprised me was the customer reactions. Not one customer blamed us for what had happened and the appreciation they showed for how much we truly cared about the situation. It was very difficult to watch them going through their things and throwing away photos and personal items.

Shaun's son Jayden at Somerset Dam

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FEATURE

STEADY STEPS MAKING SPACE FOR CHANGE You’ll remember that big planning event in September 2024? Momentum 24. We wanted to keep you apprised of what has been happening in the background as it has and will continue to be the launchpad for initiatives aimed at making us The Favourite Name in Space.

T he Champions, standing up for their Pillar have been leading the charge, from Cyber Security and Customer Experience to Branding and Innovation. The most exciting of the developments is the progress we are now making toward the launch of Hummingbird. It’s been built with the help of the Tenant team, designed to support you in many, much better ways. Wayne, Winstan, Deepa and the whole Hummingbird team have now moved beyond the software development itself. The team is now actively planning out and scheduling the training. We’ll be starting with the parallel pilot. This is the part where we do a 'dry run’ across a small number of centres to test it is all working correctly. This will run in the latter part of this calendar year, most likely starting at Macquarie Park and selected other test centres. With that the team have also been developing the bigger training package. Designing how the roll out will work for all of our centres. Getting it launched and supporting Hummingbird across 113 centres will take at least two months. The new website will need to be integrated before that happens. And let’s not forget we may have even more centres built, bought or opened by that time too... We’ve started consulting with the HUBS and looking closely at what you each will need to learn. It’s vital we help you get to know the new system and have confidence in how to use it before we start trying to serve any customers. As you know, Hummingbird isn’t the whole story of Momentum though. The Champions meet regularly and share progress on their other initiatives. Here’s a small taste of what has been

these customer sentiments shared on Viva (Yammer). Congratulations goes to everyone who submitted one. More details are included later in this Kourier edition. The external sales training being done by the Queensland team (Freedman Group training) is now also mostly complete, so the team plan here is to review its success and make some decisions on how this extra level of training can help. IDEATION & INNOVATION The Ideas Box demo sparked enthusiasm. We are now developing this for use on Viva (Yammer) and Atlas. BRAND & MARKETING A more organised and scheduled Brand Marketing calendar is now in place with more internal initiatives to come. These are giving the Marketing Team more guidance and structure and clearer results on their campaigns. market and communicate the KSS Brand within our company. With so many long-serving Team Members, we have a fantastic opportunity to learn what the KSS Brand means to them. Once again, more details are included later in this edition. The Momentum update on Fireside Chat in June, with Fiona, Wayne and I, gave us a chance to go into a little more detail about these updates, celebrating the Cleveland team’s win in the Paint the Town Blue campaign and highlighting the power of customer connection. As we move forward, let’s stay engaged, share ideas, and celebrate our wins. Momentum 24 is more than a plan, it’s a movement powered by all of us. Another initiative in Brand & Marketing was the chance to explore how we

happening behind the scenes.

CYBER SECURITY Awareness is expanding beyond operations to stores, with new content on Compass and targeted phishing campaigns. Company-wide reporting will share some intel on the real captured attacks. Those that were defended. We are very sure you’ll be surprised how often ‘bad actors’ try and target us. We will be sharing this information with the aim of reinforcing how important our shared responsi- bility is. PAYROLL & FINANCE SYSTEMS Many of our tech systems are getting older and they’re also each unique, separate and talk with each other. Modern systems will vastly simplify and integrate all their functions under one or two banners. The teams work on this continues, researching the market for the best systems, with the aim to replace the many and modernise KSS. ATLAS Improvements in data visibility and search functionality are underway, with Atlas Docs getting a keyword boost and Search being upgraded to what is called 'V4 – Spring Release'. The Atlas 'Birthday' update is still on the horizon for FY26. PEOPLE & CULTURE The Future Leaders program is close to being launched. Migration, sharing and backing up key information in the business is progressing, centralising information and preparing for future programs. CUSTOMER EXPERIENCE The “Paint The Town Blue” campaign continues to be a great success with some stunning customer testimonials this time. It has been amazing to see

Darryl Hodgson Head of People & Engagement

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FEATURE

PEOPLE AND ENGAGEMENT

"Over the decades I've been to scores of Kennards storage sites around greater Sydney but please take my word Penrith stacks up as one of the easiest, friendliest and cleanest around town. The building is large and the conveniently situated office is stocked with all the wrapping and moving accessories you need. And Kennards boxes, they're the best by far, sturdy and reusable. But the top stars go to the staff: Happy, welcoming and on the ball. Big thanks to all." "We used Kennards Frenchs Forest recently to store our items whilst travelling. The storage itself was well priced, clean and tidy and had equipment on hand to help move (trolleys, lifts, ramps etc). Special shout out to Bob who helped us find the right storage in the first instance. He went above and beyond to give us all the options. He also noted we’d moved out of our storage and proactively called us to check + arrange a refund ensuring we got the maximum refund for time not used. Would opt for this storage again, thanks!" "I had a last-minute life event and needed to quickly find a place to store my belongings. I was fortunate to contact Kennards Self Storage Warana. They were incredibly proactive and went above and beyond to ensure I had a storage unit available. When I visited the Warana office, Aniket clearly explained all the processes I needed to know. Both Aniket and the Customer Service representa- tive I spoke with on the phone were friendly, supportive and reassuring throughout the entire experience. I can’t recommend Warana highly enough, they gave me peace of mind during a stressful life event. Thank you!"

A s part of our Strategic Pillar No. 2: People & Company Culture, outlined at Momentum 2024, we set out to define and clarify the role and responsibilities of a dedicated People and Culture position within our organisation. This new role reflects both the current scale of our organisation and our vision for future growth. It reinforces our core belief that our people are our greatest asset Darryl Hodgson - Head of People and Engagement This new role reflects both the current scale of our organisation and our vision for future growth. It reinforces our core belief that our people are our greatest asset. By making this commitment, we aim to continuously support the development of our Team Members and maintain a positive, constructive, and fulfilling work environment. ‘ ‘

of Head of People & Engagement; a title we believe captures the spirit of what was envisioned at Momentum 2024. It’s important to note that this role is not traditional HR, which is often associated with compliance. Nor is it intended to take over the responsi- bility of managing Team Members. That responsibility continues to rest with our Leadership Team. Instead, this new position will focus on training, development, and engage- ment, with a strong emphasis on supporting growth and transforma- tion across the business. The Head of People & Engagement will work closely with Wayne Brown, our Learning & Development Manager, to strengthen our people’s capabilities and ensure they’re equipped for success, particu- This role is about leading change, elevating our collective performance, and unlocking potential at every level of the organisation. It’s a truly exciting step forward, and we are confident that Darryl Hodgson will excel in this pivotal role. Darren Marshall Chief Operating Officer larly with exciting initiatives like Hummingbird on the horizon.

We are pleased to introduce the role

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FEATURE

TIME TO CELEBRATE

Dates have been locked away for the 2025 Achievement Dinners. The Achievement Dinner is a time we celebrate our teams achievements over the past 12 months and catch up with fellow teammates. Special Distinction

A fter the positive feedback being state based, the decision was made to follow the same format again for 2025. At the Dinner we recognise our teams achievements across a broad range of categories including; Service Awards, FREEDOM Awards and Certificates, Rookie of the Year, Google Awards, Special Distinction Certificates and SCOTY Awards. Service Awards This award recognises the length of service a Kennards Self Storage Team Member has contributed to the business. They range from 5, 10, 15, 20, 25 years of service and more. It is always great to hear the stories from the recipients when they share the changes and innovation they've experienced in the business during their time. teams shared on the format of 2024’s Achievement Dinners

receive. The recipients of these awards are chosen by all Team

Recognises centres that have excelled in performance over and above their benchmarks. Gold SCOTY Recognises centres of excellence in maintaining consistency over areas including, Admin, SCOTY Presen- tation, KPI’s, Mystery Shopper and Systems Reviews. Check your personal email for your invite. The Achievement Dinner dates are as follows:

Members in Kennards Self Storage. Nominations are submitted for various recognised efforts the Team Member has contributed to their teammates or Kennards Self Storage. When you speak to the recipients of these awards they consistently demonstrate the values and Constructive behaviours we all know as the Blue Styles from the OCI. Rookie of the Year Recognising a new Team Member that has been in the business for less than 12 months that has embraced their role and achieved positive influence through the business be it through centre results or positively influencing their teammates. Google Excellence Award Recognises teams that have excelled in not only obtaining high levels of Google Reviews, but also the raving fans and commentary in the review that sets the team and centre apart as the champions in their field.

NZ: VIC: SA:

14th August 19th August 21st August 26th August 28th August

QLD:

NSW/ACT:

We are looking forward to another wonderful night of celebrations.

Tony Vuong Head of Operations

Freedom Certificates and Awards This is a truly humbling award to

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FEATURE

KENNARDS SELF STORAGE ACQUIRES NATIONAL MINI STORAGE 13 AUCKLAND LOCATIONS

Reflecting on the journey, National Mini Storages founder expressed pride in the business’s reputation and growth, and satisfaction in seeing the assets transition to another privately owned family enterprise, Kennards Self Storage. National Mini Storage CEO Caroline Plowman commented, “It’s been a real privilege to work with National Mini Storage over the past eight years. The culture has always encouraged empowered leadership, with a clear focus on building a high-quality, profes- sional, and well-regarded business. It’s easy to see why Kennards Self Storage are drawn to it – they share similar values and vision. With its strong metropolitan presence, the business is a natural fit for them.”

high quality portfolio. National Mini maintained a strategy to concentrate the business in Auckland, New Zealand's largest metropolitan area. This provides additional synergy and economy of scale. Kennards Self Storage first entered the New Zealand storage market in 2007 with a portfolio acquisition across the North Island, including properties in Hawkes Bay, Tauranga, Wellington and Palmerston North. Adding 13 National Mini Storage locations to the 3 centres we already operate in Auckland brings our total in Auckland to 16 locations. We also have 8 other storage centres in NZ, so now there are 24 locations in our NZ network. Kennards Self Storage now operates 126 locations with 100,939 storage spaces of rentable space across Australia and New Zealand. The acquisition leapfrogs New Zealand to become Kennards Self Storage second largest market in the group, growing from 7% of Kennards Self Storage total rentable space of 59,991sqm to 18% of Kennards Self Storage total and 167,137sqm (Shown in the charts below).

L to R: Darren Marshall (KSS COO), Matthew Garelli (NZ Ops Mgr), Tony Vuong (KSS Head of Ops), Andrew Kirkham (KSS NZ Ops Mgr) outside Newmarket. I t is a delight to announce that we have successfully acquired Auckland's iconic storage brand, National Mini Storage. After coming on market in early 2025, we entered a competitive sale process to assess and bid. We were selected as the preferred buyer and closed the transaction on July 1st. On that day we welcomed close to 50 new Team Members into the Kennards Self Storage business. We also acquired 13 Grade A operating locations with 11,272 storage spaces and 99,247 square metres of rentable space, and one development property. The portfolio still has a significant proportion of additional build-out and rent-up. National Mini Storage began in 1991 when the entrepreneurial owner developed his first experimental project in Penrose, after seeing it on a trip to Queensland. Over three decades he secured outstanding locations and developed a high-class portfolio. This requires patience and discipline, and represents a generation of entrepre- neurial endeavour, risk and hard work. There are no shortcuts to developing a

From the beginning of this process, it was clear that National Mini Storage has high standards and a culture of quality outcomes for customers, these values align closely with our business. KSS Post Acquisition Weighting Analysis

L to R: Sam Kennard (KSS CEO) with Caroline Plowman (NMS CEO) outside Hobsonville.

Pre & Post Acquisition NLA m2 (Includes NMS expansions)

SA 7%

NZ 7%

SA 6%

NLA Growth +13%

NZ 18%

QLD 15%

NSW 49%

NSW 56%

VIC 15%

QLD 13%

Pre Acquisition

VIC 14%

Post Acquisition

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SA 6% Pre & Post Acquisition # Units (Includes NMS expansions)

FEATURE

Opened: 2002 Units: 624 Rentable Space: 6,044sqm

This is a game-changing growth step for Kennards Self Storage. I would like to thank our small acquisition team, where Radha Shivakumar excelled in staying across the legal and funding detail, and Darren Marshall, Tony Vuong, Javier Perez, Jeff Xanthos and Andrew Kirkham on commercial and operational considerations, and David van Aanholt with commercial and keeping the process on track. Our negotiations and integration planning were run in parallel so we could execute a sale and take-over in one day. This means operational and technology were in planning in May and June, for the July 1st ownership. The really hard work of operational execution starts now. Thankfully, National Mini is in great shape and the people are incredibly supportive. The Operations Team are very excited and will be all-in now for the successful integration of the new portfolio. On completion, Kennards Self Storage will have a portfolio of 126 operating locations and market value of over $4 billion, making us one of the largest private self storage companies in the world. Sam Kennard Chief Executive Officer Similar Names But Very Different. National Mini Storage Is Not National Storage National Mini Storage should not be confused with the Australian REIT, National Storage (NSR). National Mini Storage is privately owned and a 100% New Zealand business.

Opened: 1993 Units: 704 Rentable Space: 7,857sqm

Henderson

Opened: 2018 Units: 1,126 Rentable Space: 8,576sqm

Albany - Miro Place

Opened: 2007 Units: 1,494 Rentable Space: 11,637sqm

Hobsonville

Opened: 2024 Units: 800 Rentable Space: 7,105sqm

Albany - Titoki Place

New Lynn

Opened: 1997 Units: 1,085 Rentable Space: 7,571sqm

Opened: 2016 Units: 1,003 Rentable Space: 7,428sqm

Cook Street

Newmarket

Opened: 1995 Units: 403 Rentable Space: 4,605sqm

Opened: 2022 Units: 1,098 Rentable Space: 10,310sqm

East Tamaki

Ormiston

Opened: 1991 Units: 996 Rentable Space: 10,057sqm

Opened: 2020 Units: 1,067 Rentable Space: 9,843sqm

Penrose

Papakura

Opened: 2014 Units: 1,049 Rentable Space: 7,410sqm

Opened: 1994 Units: 777 Rentable Space: 8,887sqm

NSR is the REIT listed on the ASX.

Parnell

Takanini

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FEATURE

BRIGHT SPOTS

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‘ The Positive Deviance (PD) approach is a method for driving social and behavioural change by uncovering and using the uncommon but successful practices already present within a community Deviants", manage to find better solutions to problems despite facing the same obstacles and having the same resources as others. This Positive Deviance or Bright Spots can be applied to business, govern- ment, and many other aspects of community life. The idea of solving a problem by observing others within your organisation and uncovering what they do differently even though they are operating under the same conditions with the same resources. In our business for example, we share the KPI results of every centre with everyone, Team Members who are having challenges achieving particular KPIs can search the results for Bright Spots, those Team Members who are doing well under the same conditions. Team Members can speak with their Operations Manager who have the experience of working with other centres and can advise on who is doing what well or differently. The discovery of Bright Spots, is the solutions to your challenges, and the strategies to change your fortune!

B right Spots a phrase coined by Jerry Sternin, who in 1990 was sent by the “Save the Children” foundation to help find a solution to the severe malnutrition problem in children in remote regional areas of Vietnam. The Government at the time were sceptical that anyone could do anything to help the problem and gave Jerry just six months to make an impact. Jerry was aware of the causes of malnutrition – poor sanita- tion, poverty, lack of education, and the like. Reversing such causes in six months was a monumental task. So, Jerry decided to take a different approach, one that became known as “Positive Deviance”. Jerry asked the mothers of these remote villages if there were any remote poor villages where the children were bigger and healthier, and the answer was yes. Sternin would visit these villages where the children who were better nourished while living under the same circumstances as the undernourished children. Sternin discovered these mothers were in fact doing things differently. They were feeding their children small portions more often, they were feeding their children shrimp

brine from the rice fields, greens, sweet potatoes grown in gardens. These foods were considered lower class and not for consumption. These mothers were adding the foods to the children’s soup and ladling the soup from the bottom ensuring that the children’s bowl was full of these nourishing ingredients. Sternin called these families Bright Spots, notable exceptions achieving above-average results using the same resources available to everyone else. Using this newfound knowledge Sternin went back to the poor villages and asked the mothers to observe the mothers who had achieved exceptional results in nutrition for their children. In six months Sternin had improved the malnourishment by 65% in the villages he visited. The Positive Deviance (PD) approach is a method for driving social and behavioural change by uncovering and using the uncommon but successful practices already present within a community. It’s built on the idea that certain individuals, known as "Positive What is “Positive Deviance”?

Darren Marshall Chief Operating Officer

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FEATURE

KEEPING UP WITH BUSINESS

As we step into the quieter months of Winter, it’s easy to look back at results that didn’t quite meet expectations and we let doubt creep in. But the past is unchangeable and dwelling on what could have been only distracts from what we can achieve moving forward. Instead, I thought it would be good to focus on what we can do to keep motivated, our customers delighted, and our business momentum growing upwards.

‘

REMEMBER: THERE IS NO SILVER BULLET When results dip, the temptation can be to chase shortcuts. That type of thinking generally resorts to discounting, frantic promotions, or untested marketing. But this type of quick fix rarely delivers sustainable growth. Instead of panicking, double down on the processes that work: like positive friendly customer interactions, clean well presented sites and treating any sales enquiry like gold. Patience and persistence are far more powerful than any one-off tactic. BUILD SALES ON TRUST At its core, effective salesmanship is about trust, not tactics. Customers want to feel understood and supported, not pressured. By listening carefully to their concerns, tailoring storage solutions to their unique situations, and following through on every promise, we earn their loyalty. A one time sale might fill a unit today, but trust ensures that customer returns tomorrow and brings others with them. LOOKING AHEAD Historical performance shows that winter months naturally see a dip in activity. But just as the days lengthen

DO THE BASICS WELL Success isn’t built on gimmicks; it’s founded on doing the fundamen- tals consistently well. A clean, secure site, presented well, customer set up correctly in storman, and making the best effort for feedback and confirma - tion from our 20 Day Care Calls, to ensure the best customer satisfaction possible. When every Team Member knows their role and performs it well, from the moment a phone rings to the goodbye and thanks for the business at move out, we cement a reputation for reliability. Excellence in the basics sets us apart from our competition and builds the confidence to tackle bigger challenges ahead. COMMUNICATE WITH CARE Every interaction, whether in person, over the phone, or by email, is an opportunity to reinforce our “Store with the People Who care” mindset. Never underestimate the power of a friendly greeting, a genuine question about a customer’s needs, or a follow up message to ensure everything is going smoothly. Clear, empathetic communi- cation not only solves immediate issues, it creates advocates who will recommend us to friends, family and colleagues.

‘ By mastering the basics, communi- cating with genuine care, resisting quick fix panic, and grounding our sales approach in trust, we’ll be ready to capitalise on the “blue sky” opportunities of Spring and Summer and temperatures rise, so too will customer confidence and demand. By mastering the basics, communi- cating with genuine care, resisting quick fix panic, and grounding our sales approach in trust, we’ll be ready to capitalise on the “blue sky” opportuni- ties of Spring and Summer. The past may be fixed in our rear view mirror, but our path forward is wide open and brighter than ever.

Andrew Kirkham NZ Operations Manager

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FEATURE

LOCKED UP SINCE...

Following on from our Momentum24, we identified an opportunity to dig further into how we as a business communicate the great KSS Brand internally. With so many long-tenured Team Members, there is a great opportunity to hear about what the KSS brand means to them. Here are thoughts and ideas from some of our “Locked Up” Team Members (and keep an eye out for some videos in the coming months).

SHAUN YOUNG Manager Coorparoo

LENCI TAYLOR Manager Belmont

STEVE JANSEN Manager Pymble

I started in 2009, then had a two-year break with another employer, then returned in 2016. 15 years in total. I get my Hands in Concrete next year! For me, Kennards Self Storage is a family-owned company that really does try to promote a constructive culture amongst their team and want to provide the best storage solution for their customers. Unused rent refunded still surprises and delights new customers. I think allowing Team Members the freedom to deal with problems on the spot, de-escalates an issue much faster than waiting for a “boss to get back to us”. I think areas we could improve on to reflect our brand promise would be an automated Happy Birthday text Message for our customers when we roll out Hummingbird. We are 'The People Who Care'.

I have been with Kennards 25 years this December.

I have been at Kennards 10 years this October.

The Kennards Self Storage brand is very well known as a family, and all the Team Members are a part of this family. It’s an honest and ethical business that treats everyone with respect. We have confident Team Members who like what they do. Being themselves, needing no gimmicks or tricks to get the business. Customers can be straight up 'on guard' fearing traps, thinking they can (or must) haggle for a deal. When they finally get our simple message, it’s a win. I think areas we could improve on to reflect our brand promise would be to see the renewal of Momentum and continual commitment to PEP works on both our people and our business. 1: It’s an old one, but 'Our people make the difference', and 2: 'Word of mouth is very powerful'.

I always describe the Kennards Self Storage brand as 'The People Who Care'. We care about our customers and team and treat everyone as family. Our customer service is the most compelling thing we offer to our customers. We don’t treat them as customers we treat them as people. I think areas we could improve on to reflect our brand promise would be innovation, customer centricity and Best Practice and processes. This not only keeps our values in check with customers and our teams, but ongoing enhancements offer world class customer service and Best Practice as a business.

Jared Mobbs NSW Operations Manager

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FEATURE

REAL PEOPLE, REAL STORIES, REAL IMPACT

When we launched the next round of our Paint The Town Blue challenge to ask our customers for video testimonials, we really weren’t sure how this round would play out. But as we know, great things never came from comfort zones! Asking people to film themselves talking about their experience can feel like a big leap. But what followed was better than anything we imagined.

I t all started with Bronwyn at Minto, who, with a few edits and plenty of laughs, got the ball rolling with the very first testimonial. From there, the momentum built, revealing incredible stories from across our locations. Phillip and the team at Macquarie Park truly became our testimonial warriors. The Abbotsford1 team led by Fabiana, also got into the spirit and we heard the beautiful journey from a number of their customers. Elle at Maribyrnong, always with a smile, went the extra mile….(see what we did there, *wink*) even snagged a song! Desiree at Burleigh offered a testimonial from their customer Tegan from the Alternate Milk Co that shared the story of how much storage and the Burleigh team play a part in her day to day. And Emily at Hoxton Park, the words your customer shared about your service and commit- ment to care was nothing short of amazing! This was just a snapshot, all the testimonials played a part and add value in ways you can never imagine.

challenge with fun and their submis- sion was truly exceptional. Beyond its polished presentation, it articulated why they choose our services, detailing the specific values they appreciate, how they discovered us and the ways it has empowered their business. Best of all, it ended with a fantastic shout-out to anyone thinking of storing with us. Each contributor brought their own vision showing just how we/you/Kennards has allowed them to Create The Space For Change. The response was huge. Customers stepped up, shared their stories and spoke honestly about what working with us had meant for them. No scripts, no coaching, just real people telling it how it is. And that’s exactly what makes video testimonials so powerful. You don’t just hear what someone says, you see it. The expression on their face, the tone in their voice, it brings their experience to life in a way written reviews never quite can.

matters and our customers got to feel part of something bigger, part of our story. Even more exciting, these amazing reviews will end up added to your centre’s website, where they’ll help inspire confidence in potential new customers. The energy and emotion in your testimonials can be the very reason someone decides to store with us. A special thank you goes out to THQ and Operations, who played a key role behind the scenes encouraging partici- pation across the business. This wasn’t just a marketing effort. It was a reminder of why we do what we do, and who we do it for. Now we’ve got a library of genuine, heartfelt videos to prove it! Hats off to you Kennards Self Storage for another fun round of Paint The Town Blue! Let’s carry this momentum forward as we head into Round 3 in September.

The best part? It brought our team and customers even closer. You personally got to hear just how much your work

And the winner of this round? Team Cleveland! They infused the entire

Nicole Bergan QLD Operations Manager

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TRAINING

THE FEEDBACK ADVANTAGE: HOW TO GIVE AND RECEIVE IT LIKE A PRO L et’s talk about one of the most misunderstood and (in many organisations) underused tools

feedback, the same rule applies. Be specific, be respectful, and focus on the behaviour. Instead of saying, “You’re not pulling your weight,” you might say, “Hey, I noticed the lock checks haven’t been done the last two days can you help me understand why that is, do you need a hand making time for them?” It’s a conversation, not a confrontation. TIMING IS EVERYTHING Great feedback isn’t saved for perfor- mance reviews or monthly one-on- ones. The best feedback happens in real time, or close to it. If someone’s done a great job, tell them then and there. If something didn’t go quite right, talk about it as soon as it’s appropriate, ideally while the details are still fresh and emotions are calm. Feedback is most effective when it’s delivered while the moment is still relevant. BUT WHAT ABOUT RECEIVING FEEDBACK? This is where things can get tricky. Even when it’s well-intentioned, feedback can trigger a bit of defensiveness. That little voice inside says, “Wait, did I mess up?” It’s normal, but the real skill is being able to shift from defensive to curious. Take a breath, listen without interrupting, and ask yourself: “What can I learn from this?” Not all feedback will come wrapped perfectly. Sometimes it’s a little rough around the edges. But even then, if you stay open, you might find something valuable inside. Ask clarifying questions, reflect on what was said, and—this is key—say thank you. Feedback takes courage to give, especially when it’s about something that needs improvement. Showing appreciation builds trust and shows maturity.

MAKING FEEDBACK PART OF OUR EVERYDAY CULTURE Here’s the thing, the more often we give and receive feedback, the more normal and helpful it becomes. At Kennards, we don’t want feedback to be some rare event. We want it baked into our daily rhythm. That might mean: • Giving a quick shout-out at the end of the day. • Asking a teammate, “Is there anything I could’ve done better in that situation?” • Offering a small piece of advice in the moment. And don’t forget the power of positive feedback. Catch people doing things well. Celebrate it. It’s easy to focus on what needs fixing, but recognition reinforces the behaviours we want to see more of. When someone feels seen and appreciated, they bring even more to the table. THE FEEDBACK ADVANTAGE IN ACTION Imagine a team where people feel safe to speak up. Where they know they’ll be recognised for their wins and supported through their challenges. Where feedback isn’t personal, it’s purposeful. Whether you’re just starting out or leading a team, developing your feedback skills is one of the most powerful things you can do. Give it with clarity and care. Receive it with openness and curiosity. And above all, see it for what it truly is, a tool for growth, a builder of trust, and a daily habit that helps us all get better together. So next time you see something worth calling out good or not-so-good don’t hold back. Speak up, lean in and embrace the feedback advantage. Wayne Brown Learning & Development Manager

in the workplace, feedback. Just the word itself can make people feel uncomfortable. It’s often associated with awkward conversations, criticism, or a formal sit-down filled with tension. But here’s the truth, feedback, when used properly, is one of the most powerful development tools available. At Kennards Self Storage it’s something we all need to be comfort- able giving and receiving. The good news? Feedback doesn’t need to be scary or formal. It’s not about pointing out flaws or waiting until something’s gone wrong. Feedback is simply about helping each other grow, that includes recognising what’s going well. When feedback is done well, it builds trust, strengthens relation- ships, and makes our teams stronger. Whether you're managing a centre, leading a region or state, or working out of THQ, knowing how to give and receive feedback effectively gives us a real edge—that's the feedback advantage SO, WHAT EXACTLY IS “GOOD” FEEDBACK? At its core, good feedback is specific, timely, and focused on behaviours not personality. Let’s break that down. Imagine someone says to you, “Nice work today.” It feels good, sure, but what did you do that was “nice”? Now compare that to, “I really liked how you handled that upset customer this morning. You stayed calm, asked good questions, and helped them feel heard.” That second version gives clarity, it tells you exactly what you did well and encourages you to do it again. It’s not just a pat on the back, it’s a confidence boost with a lesson built in.

And when it comes to improvement

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PROPERTY

RESTORING BUILDING HERITAGE

Across the Kennards Self Storage portfolio there are several iconic buildings occupying prominent parcels of land. However time can catch-up with these older buildings, building techniques, building procedures and materials continue to evolve but with older buildings they can suffer recurring problems and if these are not arrested they can be quite problematic.

based mortar had cracked and there were areas of unstable brickwork.

a prominent corner position on one of Sydney’s busiest arterial roads.

NEWCASTLE WEST (NSW) (Pictured above left)

The building was not going to collapse, but it was permitting water ingress into the storage units. With some engineering advice a procedure to fix the brickwork was formulated. THE FIX Tenders went out to selected specialist builders to repair the areas of brickwork and with co-operation from neighbours for access, work has recently begun to repair the brickwork. We have also taken the opportunity to repair some rusting, deteriorating window heads, downpipes and rainwater heads. HISTORY Built in the 1930’s the building was originally used to manufacture glass products under the AGM branding. Then re-birthed by Millers Storage and purchased by Kennards Self Storage in the 2005 acquisition, it is one of the largest single free standing buildings in the Kennards Self Storage portfolio. The building is heritage listed and occupies MOORE PARK (NSW) (Pictured above right)

HISTORY Built in the 1920’s the building was originally used as a Broom Factory and Woolstore and was purchased and re- born by Kennards Self Storage in 1985. On the 28th December 1989, Newcastle was hit by the worst mainland Australia Earthquake in recorded history. The damage to the building was extensive, large areas of the upper storey walls had collapsed to the ground like so many other Newcastle buildings of the time. Even today the repair work is still clearly visible due to a different shade of brick that was used to repair the building. Nobody on our site was injured during the earthquake and all was good after a re-build, however it is still a very old building. PROBLEM In recent months observant commuters from the railway platform behind the property reported that from a distance it looked like some of the original brickwork had cracked. Upon closer inspection this was correct. Areas of the original brickwork with the old lime

PROBLEM Late in 2024 it was identified the feature of the curved brickwork element fronting Lachlan Street and South Dowling Road had cracked over two of the floors. THE FIX The engineers were called in, and a design to temporarily restrain the brickwork was detailed, along with an emergency work order granted by Council. We then undertook to install a series of steelwork braces inside the building and anchor these through the external face of the brickwork walls, this is only phase one. We are now into phase two, which involves replacement and repair of the brickwork walls back to be better than original. This is a very delicate process, working over a pedestrian footpath and adjacent one of Sydney’s arterial roadways. The Moore Park team have been very diplomatic in skilfully relocating several customers to allow the work to proceed.

The Property Development Team

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PROPERTY

SPOTLIGHT ON FRENCHS FOREST

Above, L to R: Nash Varney and Bob Dutfield

P reviously Coca Cola’s Head Headquarters. KSS purchased the building and then added another two levels of storage space to the existing building, maximising the sites potential, creating high street appeal and exposure with a large open plan Box Shop and centre office. The new Frenchs Forest Centre opened in 2013. Boasting city and coastal views of the Northern Beaches; the centre has two glass lifts with magnificent viewing that services the building with a mix of inside secure and outside storage parking spaces. Office, which was purpose built in the 1970’s as their Australian

up and down and achieving 90% occupancy and above is tough to maintain. However, this target has been reached in the past and we hope to get back there in the near future. Our customer friendly open plan Box Shop and ample customer parking located directly at the front door, helps our merchandise sales continue to be strong month after month. We have strong competition from a competitor located directly next door. Our point of difference is the personal customer service and care we provide our customers, with a friendly well organised, neat and tidy run centre for all to enjoy 24/7.

with the construction of the largest Bunnings Warehouse in the Southern Hemisphere plus a new commer- cial building on our neighbouring rear block. Additionally, there is a new town centre in the pipeline and the new Forest High School is well underway. Our customer base consists of profes- sional people who work in office buildings along the street, local retirees and trades and small businesses who operate from the centre. We are a two-person team, consisting of Bob Dutfield (Assistant Manager), who is a long-standing member of the company for over 25 years and Nash Varney (Centre Manager).

Nash Varney and Bob Dutfield KSS Frenchs Forest

The local area is undergoing strong growth and development at present

Occupancy at the centre historically moves in high percentage numbers

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