KSS October Edition eKourier 2025

FEATURE

MESSAGE FROM SAM

evolving based on what our customers and our teams tell us. This iterative process ensures that we’re not just meeting needs—we’re anticipating them. Consistency is also critical. Raving fans are created when customers know they can rely on a brand to deliver excellence every time. That’s why we invest heavily in training, technology, and upkeep of our properties. From our clean, well-lit storage properties to our intuitive digital platforms, every detail is thoughtfully considered to reinforce trust. But perhaps the most important lesson from Raving Fans is that customer service starts from within. A happy, engaged team creates happy customers. At Kennards, we’ve built a culture where people feel valued, supported, and empowered to make decisions. This autonomy fosters a sense of pride and ownership that translates directly into better service. We also celebrate success. When a Team Member goes above and beyond, we recognise it. These moments of excellence are shared across the company, reinforcing our commitment to creating Raving Fans— not just customers. Ultimately, Raving Fans isn’t just a book—it’s a mindset. It challenges businesses to be bold, to care deeply, and to never stop improving. At Kennards Self Storage, we’ve embraced this challenge wholeheart- edly. Our goal is not just to provide storage solutions, but to deliver an experience that customers remember, recommend, and return to. Because when you create Raving Fans, you don’t just grow a business— what really matters is to build a brand that people believe. Congratulations to those recognised with Raving Fans Awards, and all the other stand-out achievers of 2025. Sam Kennard Chief Executive Officer

CREATING RAVING FANS

A customer service philosophy that drives KSS.

Darren Marshall (COO) far left and Anthony Tropiano (SA Ops Mgr) far right presenting a Raving Fans Award to Warren Evans (left) and Andrew Burgess (right) from Adelaide CBD, at this years South Australian Achievement Dinner.

T he 2025 Achievement Dinners were an absolute delight again. It is enormously gratifying to be able to celebrate and commemorate the milestones and achievements of the teams. It is obvious how much energy, passion and dedication comes into KSS from so many people. Indeed many bring so much of it, it becomes contagious. One of our awards that deserves elaboration is the Raving Fans Award. In today’s competitive business landscape, delivering good customer service is no longer enough. To truly stand out, companies must create “Raving Fans”—customers so delighted by their experience that they become passionate advocates. This concept, introduced by Ken Blanchard in his book Raving Fans: A Revolutionary Approach to Customer Service, has profoundly influenced how we operate at Kennards Self Storage. Blanchard’s message is simple yet powerful: Don’t settle for satisfied customers—aim for enthusiastic

ones. At Kennards, this philosophy is embedded in our culture. We believe that every customer interaction is an opportunity to exceed expectations and build lasting loyalty. One of the key principles in Raving Fans is deciding what you want your customer experience to look like. For us, that means creating a service environment that is friendly, transparent, and empowering. Our Team Members are encouraged not just to assist according to procedure, but to genuinely care. We encourage initiative, empathy, and ownership— qualities that turn routine service into memorable experiences. At Kennards, we actively seek feedback and use it to refine our offerings. With every new project we reflect and learn from the past, to improve the offer. Whether it’s improving our digital and in-store customer flow, enhancing security features, or simplifying the overall service experience, we’re constantly Listening to customers is another cornerstone of Blanchard’s approach.

3 Kennards Kourier Oct 2025