Kennards July eKourier

FEATURE/CHARITY

DO YOU ASK THE QUESTIONS TO UNDERSTAND? It has been a very interesting year. We have seen great Occupancy Growth across most centres and we currently have 47 centres with over 90% Occupancy. There is a saying “storage is a beneficiary of disruptions in people’s lives” Covid has been the disrupter the storage industry and KSS has responded well to. monitor and use the Notice to Vacate Report to our advantage. When a

SERVICE ABOVE SELF

A positive predicament with being over 90% occupancy is that we have limited options for new customers that want space. Great sales people will never tell a customer we do not have a space. Great sales people will still ask questions to understand the needs of the customer and make whatever space the centre has available fit in with the needs of the customer. For example, a customer calls in and requires an 18 sqm ground floor unit and you have nothing available at your centre. You do have some 9 sqm ground units available. The trick here is to offer two of the 9GR instead of advising the customer that you can not help. If we really understand the needs of the customer and find spaces that we have vacant to fit the customer then we are doing a great job. We also have situations where we are unable to have the correct space for our customers even when we do understand their needs perfectly. This is the perfect time to make use of the Waiting List. The Waiting List is an inquiry tracking option in Storman. You can advise the customer that even though we do not have the perfect space for them now, we care about them enough to contact them when the perfect space becomes vacant. Enter their details as you would normally do for any enquiry and you now have a “warm lead”. Simply call the customer and reserve the space when it becomes available.

customer calls or emails you that they wish to vacate their space ending their agreement, Storman is smart enough to collate this information and keep it in The recommenda- tion is for all Team Members to have a good look at the Notice to Vacate Report and the Waiting List every day the Notice to Vacate Report. It makes perfect sense to check this report for potential matchings with customers in need that are on the Waiting List. It’s good practice no matter what your centres occupancy is but a must if you are over 90% occupied. The recommendation is for all Team Members to have a good look at the Notice to Vacate Report and the Waiting List every day. Do this right after you have completed both your enquiry and reservation follow ups. Creating a solid routine with the Waiting List and Notice to Vacate will ensure these become a habit in your day to day operations of your centre. Asking questions to understand will result in good quality enquiry and reservation follow ups, Care Calls and more move ins! Antone Boustani NSW Operations Manager ‘

Rotary International is an international service organisation whose stated purpose is to bring together business and professional leaders in order to provide humanitarian service and to advance goodwill and peace around the world. Recently Vinod Reddy from Rockdale City Rotary Club visited THQ to present KSS with a Certificate of Apprecia - tion for the donated storage we provide them at our Bankstown centre. The storage space provides the club with somewhere to collect all of the donated items they receive for causes such as world disasters and homelessness. Sharon Munro THQ, with Vinod Reddy from the Rotary Club of Rockdale City During Vinods visit we discussed some of the other Not for Profit Charity organi - sations that KSS support, three in particular - Beddown, Escabags and Home in a Box. All of these charities help support homelessness and domestic violence. Vinod asked for their contact details and only days later had contacted them all and is now helping them with donated new items such as blankets and toiletries. It's good to know that in some way KSS is helping these wonderful organisations do the great things they do.

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Sharon Munro Executive Assistant

To take it to the next level, we should

17 Kennards Kourier July 2021