eKourier April 2014

FEATURES

The Road to Success is Always Under Construction

Mobile Web Site Records 25% of Reservations in Early Days On February 4,

W e all have been there at one time or another, become complacent when things are good enjoying the satisfac- tion and success of our achievements. When I think of these situations the Nokia story is certainly one that springs to mind. Nokia were undoubtedly an incredibly successful Telco, that was, until Apple took the world by storm! For the first time National Accounts has checked in with an impressive 13,000 rented square metres. Business is good and relationships are strong but our job to provide exceptional service and continue to evolve never ends. Quite simply we should never take our customers for granted. Together we have energetically promoted our beautiful temples offering long term storage conveniences through our model. Our properties are first rate, our onsite technology is robust and our customer service and convenience features are unique to the industry. Compared to our storage competitors we provide exceptional value, but is it ever enough? Recently the term “Direct Distribution” has been whispered amongst some of our National Accounts. It highlights that our competition has shifted from our storage rivals and some may be consid- ering logistic businesses and direct distri- bution networks. It’s a healthy challenge for Kennards and reinforces the need to continually push the boundaries. Keeping in tune with our customers is certainly one way we can add value. We see things every day we could recommend to improve efficiencies, save money, or emphasise that we care. A “We noticed” gesture followed by a “How would you feel if we were to” recommen- dation shows we are committed to making their stay as simple and easy as possible. It goes beyond a signed Agreement and a monthly payment!

If collectively we illustrate and add value to all our customers it keeps Kennards on the map and makes it easy for them to justify staying. Below are some simple tips to help enhance our customers experience and focus on the long term. 1. Don’t become complacent: Customers can go just as quickly as they come. What are you doing to provide them value during their stay? 2. Always think with the customers in mind: How can we improve their experi- ence once they have moved in? It might be as simple as suggesting they use a different trolley or making sure a trolley is available for them if they come in at the same time each day. 3. Don’t let opportunities pass by: Speak up if you see an opportunity that will benefit the customer. You will be pleasantly surprised how good it feels. If you think the customer could save money by reducing their unit size let them know. 4. Stay in tune with your customers: If you see an unfamiliar face onsite introduce yourself. Greet and introduce yourself to customers, be sincere, make eye contact and smile. A personal greeting makes it easier for the customer to approach you if they have any questions later down the track. 5. Ask for feedback: When asking for feedback asks specific questions that will give something more than a yes or no. Open questions starting with “How” or “What” are the most useful; for example “How could we improve on….” or “What did you like most/least about.....” Fiona Harding Business Development Manager

2014, KSS went live with its long awaited mobile site. If early statistics are anything to go by the numbers are compelling, demonstrating the broader

use of ‘mobile’ by customers looking for storage space.

At last check 25% of all reservations were placed using the mobile site, with quotes tracking at 20%. These numbers are expected to grow as ‘smart phone’ sales continue to surge. Recognising that today’s consumers want portable ecommerce anywhere at any time with 86% of smartphone users doing their research on local businesses and services from their mobile device. Our objective was to deliver a mobile platform, punchy and lightweight, tailored for the growing number of mobile users, focussing on three key areas: Our efforts on web development focus on the customer experience and innovation to generate a larger volume of leads for our centres. Technology however is not the final answer. Follow up by Team Members is critical to complete the experience. ‘Surprise and Delight’ with a follow up call and build on the customer relationship. Technology is a wonderful tool but human interaction is the greatest tool of all. Jeff Xanthos Chief Information Officer - Generating Quotes - Generating Reservations - Locating Centres

“ Keeping in tune with our customers is certainly one way we can add value. ”

5 Kennards Kourier April 2014