eKourier Jan 2011

Kourier Kennards

January 2011

Christmas Cheer at KSS!

In this issue Christmas Cheer at KSS! Team Member Profiles Congratulations to Adding Value Cerificate Achievers KSS Now on Twitter K.P.I’s for Business and Personal Spotlight on... Making Money Out of Music at Milton 7 Questions... TSM’s go Bowling Current Centre Upgrades New Acquisition - Klemzig, S.A. Customer Care Team Crack that Magic 100 Again! A Little Space Goes a Long Way KSS Wine Tastings Nev’s Notes THQ Touch Footy Team Congratulations Customer Feedback Next issue Deadline: 5th April, 2011 Please send contributions to the editor Editor: Sharon Dux Email: sharon@kss.com.au Ph: 02 9764 9801 Distribution: 21st April, 2011 Upcoming events 31/1 - Auckland Anniversary Day - (Mt Eden, Three Kings, Tauranga) NZ 6/2 - Waitangi Day - (NZ) NZ KSS Closed 14/3 - Adelaide Cup - (SA) - PH Hours 14/3 - Canberra Cup - (ACT) - PH Hours 14/3 - Labour Day - (VIC) - PH Hours 3/4 - Daylight savings Ends - (NSW,VIC,ACT,SA,NZ)

Kennards Kourier January

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Team Member Profiles

Samuel John O’Donnell Assistant Manager Homebush

Bill McClean Training & Development Manager THQ

Career background: 15 years of retail. Timbermill for 2 years. 5 years at Mt Gambier Prison. 5 years in Immigration Detention Contract and 2 1/2 years at Bankwest. Marital status: Married Any children? Corrin, Tarryn, Kelsie, Matthew, Liam, Angus and a grandson

Career background: I have worked mostly in retail - JB HiFi, Cotton On and K.I. Entertainment. Marital status: Single Any children? No

Hobbies/interests: Drumming, film, the beach, bike riding, good cafes and good books. Do you play any sport or have any special talents? Drumming. Favourite book: The Bible. Favourite movie: Lost in Translation Favourite restaurant/food: Italian - Criniti’s or Pellegrini’s. Where did you grow up? I grew up in Melbourne, Sydney and Newcastle. It was a great big adventure! Any pets? Would like a dog... Favourite holiday: New York! Would love to travel to Japan and Europe.

named Cooper. Hobbies/interests: Watching sport, live music, live shows, spending time with the family, working on the house - one day I will finish it! Do you play any sport or have any special talents? I like to fish when there’s time. Learning guitar (slowly). Favourite book: The Jigsaw Man - Paul Brittain, Managing for Success - Ric Charlesworth. Favourite movie: Remember the Titans. Favourite restaurant/food: The Lucky Panda - Chinese. Where did you grow up? Adelaide - Fairly normal, good

mates and lots of football. Any pets? Doc - Flynn. Favourite holiday destination: Las Vegas

Congratulations to Adding Value Certificate Achievers D ue to an editorial slip up, the achievements of the Adding Value Certificates were not recognised in Kevin Mouatt - For Adding Value with his exceptional customer service and approach to consistently exceeding their expectations. Sam Kennard

the previous Kourier. The comments relating to these team members and their achievements were accidently removed where we expanded and re- organised the entire Kourier at the last minute. I am pleased to recognise the wonderful contributions of all 3 of these people in this edition. Brett Leary - For Adding Value with his great attitude and service approach to support the team, and resolve issues, commonly going out of his way to assist, and in his own time. Mark Montgomery - For Adding Value with his outstanding results at Port Melbourne, combined with his consistent positive attitude and service focus to customers.

Kevin Mouatt - Milton QLD

Brett Leary - THQ

Mark Montgomery - Port Melbourne , VIC

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KSS Now on Twitter

This provides clarity and benchmarks what good performance looks like. The right behaviours create a positive impact on the performance of our centres. Recently I had a medical experience to reflect on in my personal lifestyle and health, and the idea of using KPI’s in our personal life like we do in our business was worth considering. I was not feeling 100% and decided a medical check up was in order. Okay I had a few extra kilo’s more than I would like, the winter months gave me the excuse not to do too much exercise and my diet could have been better. This is really just plain and simple avoidance for a good healthy lifestyle. My check up resulted in learning I had elevated high blood pressure, I am overweight compared I n line with our objectives to grow more customers online you will have seen the expansion of KSS into social media through the wine storage articles and links on Facebook. We are now also online with Twitter. The aim behind this has been to continue to widen our online footprint. At the same time there are a number of other advantages: - The messages we post will allow us to begin to dominate what is said about us. This is valuable if someone searches Twitter to find us but also if the use it to search for opinions or comments on us. - If some one does say something we can begin to contribute to the conversations by adding comments, giving solutions to questions right down to the simple but important ones of letting them know we sell boxes or responding to a complaint. Twitter also allows us to link the other online elements more effectively. In the future you will see us comment and refer back to the new web site or reference

an interesting article about wine storage from the Blog or Facebook. What does all this mean really???? Ultimately its another area where people are talking. We are now part of it. That means we continue to control our brand, talk with

our customers and widen our presence.

Here are a couple of fun examples of what people have been saying recently:

Darryl Hodgson

KPI’S for Business and Personal W e have designed KPI’s in our business to monitor and focus the team on what drives our business. to the general body mass index and my blood cholesterol was crossing the border from OK to bad. This experience had me thinking – how well do we really measure our own personal KPI’s in life. Using our rational information is easy to find with a quick google search or advise from your doctor.

Now that I exercise by walking in the morning or night for at least 40 minutes, parking away from buildings, using the stairs instead of lifts and minimised the portions of how much I eat, this has improved my personal performance. I have more energy, a more positive attitude within myself and feel better in general. This positive behaviour follows through to my work performance as I have increased my contribution and resulted in being able to take the opportunities to add value. I hope by reading this article, you consider your own personal health KPI’s…..

in business to use KPI’s to monitor and focus on behaviours that create a positive financial performance, if I had some personal KPI’s to measure and benchmark my health, I could have avoided my recent medical results. KPI’s such as a good blood pressure as close the accepted 120/80 is a benchmark, a healthy resting heart beat of 70-80 beats per minute, weight in line with our height and body mass index and a moderate degree of physical activity of at least 30 minutes a day are all examples of how we could use KPI’s in our personal life to measure our own positive behaviours. All of this

Andrew Kirkham

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Kennards Kourier January 2011

Spotlight on Mt Eden...

History Previously Mt Eden was an old derelict milk factory, demolished in 2007 to make way for KSS. Construction began in 2007 and by the time we moved in ready for business in January 2008, the third level units were still being completed. We experienced the usual teething problems with problematic elevators, sliding doors… and over zealous local council bureaucrats with street sign phobias. Site Features We offer a brand new purpose built fully enclosed facility with five levels of storage comprising three, soon to be four levels of units and a basement for open space parking. in the classifieds in the local Brisbane music magazines advertising ‘rooms for rehearsals’ at Virginia, Burleigh Junction, and our centre, we were only too keen to employ this initiative, not knowing of what results we’d achieve. Within days of Ed placing the advertisement in the widely circulated free street ‘Rave’ and ‘Time Off’ magazines, we were receiving a steady flow of phone calls from musicians expressing interest and curiosity about these ‘rooms for rehearsals.’ Then, in early June, these enquiries started to convert to storer’s. Firstly, with the renting out of a 13.6 sqm space by a then, up and coming young band named ‘The Last Dinosaurs.’ Soon followed were other local bands -’The Frets’, ‘Comic Sans’, ‘Princess Rodeo’, and later others, such as ‘Vasy Mollo’, ‘The Cairos’, ‘Princes Of Harlin’, to name a few.

We also have plans underway for wine storage. Located on a busy main road in Mt Eden we have a local market comprising of small business and high density housing. We have six competitors within 3km that we regularly monitor with CPA’s. We are constantly looking for ways to raise our public awareness, from visiting local business and Fish Bowl Card drops to giant air balloons on the roof. For some time now we’ve been working on a project aimed at helping us develop stronger relationships with our Real Estate Agents. We have felt the affects of a slower Auckland market, that saw us grow advertisements could muster, by telling their fellow musicians and friends about our facility. This ‘word of mouth’ has brought us further business, above and beyond what we thought we’d ever achieve. Speaking with some of these musicians, the major benefits with renting out space with us, is the relaxed environment in which they can hone their skills, freedom to access at any time in the night - due to our 24 hour access and moving instruments and other equipment before and after gigs. Also not disturbing neighbours with noise, and the affordability. Affordability has been the biggest factor, as the hiring of a recording studio can be quite exorbitant with the cost of a four hour recording session often exceeding what they’d pay for a month’s storage with us. The benefit for us is that these bands rent out substantial sized spaces, on average 15-16 sqm per band, at around $430.00 per calendar month each. We also generate further income from ‘monthly power charges’ as well as most bands getting a power point installed in their unit. The fact that we help facilitate

steadily to 50% occupancy as at February 2010 and then flatline. Momentum has returned and recently we reached 60% for the first time. Going forward the focus remains in continuing to lock down phone enquiries. Walk-ins we view as an almost given they don’t leave without a unit reserved in their name! The Team

The team consists of Shane, the Manager of Mt Eden and Feroz, Assistant Manager. Making Money Out of Music at Milton W hen Ed Hooppell from Virginia first approached us in May 2009 about putting an advertisement to ‘live the rock and roll dream’, soon became our marketing department, beyond what these magazine in crafting these young musicians talents is also a positive, many of whom may not

otherwise get the opportunity, given ‘noise restrictions’ in residential areas, timing restraints, costs elsewhere etc... After eighteen months of success

exercising this initiative, we currently have over a dozen bands storing with us, renting out a combined total of over 160 sqm, and generating us over $4000.00 a month! None of this could have been achieved without simply giving it a go! As for The Last Dinosaurs, the band mentioned earlier, they have gone on to flourish and have signed to a record label! You’ll find an acknowledgement to KSS on the inside sleeve on their recent ‘Back From The Dead’ EP. If this is an initiative you’d like to employ at your centre, and are in a zoned area to do so, feel free to contact us, or even the Virginia or Burleigh Junction crew we’d be happy to help. Kevin Mouatt - Milton

These bands, comprising of mainly late teens/early twenty all inspired

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Kennards Kourier January 2011

7 Questions... With Roddy Kennard

Tell us about your work history?

cooking, eating and drinking Olympics. We spend time fishing, boating, hanging out with friends, it is awesome. I also have friends who live in Tuscany and I am welcome there any time, aren’t I lucky!

Tell us about your pets?

I was in catering for most of my adult life. I had a couple of restaurants, the first ‘trendy’ pub food in the Brooklyn Hotel in George St, it rocked, and I worked in several others. Then I got the gig as the Boardroom Chef at Channel 9 - exciting times, I was there 10 years, that was after a 3 year stint as one of Kerry Packers private chefs. I Met some interesting people, there are lots of good stories. Tell us about your history working with Kennards? I have been working at Kennards since September 2002. I got the job completely by accident, I was just filling in, answering the phone for someone going on a conference, she then decided she wanted to share the job and the rest is history. I have seen many changes and improvements over the years through the great support of management. I love working in the CCC, we have a fabulous team and we all work really well together. I am a single mother and have two sons, Sam and Walter. I am very proud of both of them especially for producing my beautiful grand children. Sam has two daughters Lexie and Olivia and Walt has two girls Angel and Sailor and a son Jessi, they are the joys of my life. Tell us about your family?

I am a dog person and have had an animal companion all my life. My current dog is a Cairn Terrier (remember Toto in the Wizard of Oz, he was the most famous Cairn), they are crazy cute little dogs, my dog’s name is Be Bop a Lula, she also gets called Beppi and Be Bop. My last dog was also a Cairn, Spikey, he managed to live very well and comfortably although he was blind for the last 4 years of his life, including going to PEP where he picked up the moniker ‘Wombat’ you can imagine why. Tell us about your involvement with the Film Festival? I have been involved with the Sydney Film Festival for over 10 years as a all year round volunteer, I generally spend one day a week there working mostly in Programming and with the Travelling Film Festival, I love that too I have learned so much. My reward is free tickets to the festival which makes my value at less than 5c an hour !! The festival runs for 12 days in June and I generally go to about 40 films. I have no favourite films but love films from Denmark, Czechoslovakia, Korea, Japan, Russia the list goes on. My other new love is quilting, I have always been interested in stitching, by hand and I am good at it, so I joined a stitching group this year and had a lesson in quilting in July, and I have finished my first quilt in the remarkable time of 4 months. We get together once a week in a different home, mostly in the Inner West. They are a very supportive group, great fun and there are some truly talented women out there. Other hobbies?

TSM’s Go Bowling! Late last year our Team Support Managers went out on a team building exercise and tried their hand at Bowling!

What are your favourite holiday destinations?

As far as holidays go my first choice would be family and friends, My oldest friend lives in NZ and I love going to stay in their ‘bach’ at Orua Bay, it’s like the

Kyle, Emily, Dee, Lynda, Sarah, Peter and Ben

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Kennards Kourier January 2011

Christmas Cheer at KSS! SYDNEY/ACT

VICTORIA

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Kennards Kourier January 2011

QUEENSLAND

SOUTH AUSTRALIA

NEW ZEALAND

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Kennards Kourier January 2011

Spotlight on Kingsgrove... undercover loading dock for parcel receipt and despatch.

History Originally Kinsgrove was Utilux. An electronic parts manufacturer. In 2002 it was acquired by Millers Self Storage, then acquired by Kennards Self Storage in 2005. We are located between the M5 Motorway and the East Hills Railway line. Our facility is on a major arterial road that links Kingsgrove with Beverly Hills. This is an area of commercial corporate offices, small business and residential. We have 4 main competitors within a 5-10 km radius. Our proximity to the city and outlying suburbs make us an attractive solution for our commercial clients without the price tag of city storage. Site Features We offer commercial customer’s mini warehousing with large size units up to 40m². We have space for the loading and unloading of containers and an

Our mini warehousing, receipting and dispatch allows up to be able to service our commercial clients and provide them with a level of service not found with any of our competitors. Managing our loading area to accommodate everyone’s needs remains one of our many important focuses. Current physical occupancy is 82.87%. We have maintained steady growth and occupancy under the previous stewardship of Marinus Blom. Our income continues to grow through rental increase opportunities and looking at current competitors to ensure we still remain competitive and viable.

at opportunities to increase our income in this area. The recent installation of 8 new 1 metre lockers has proved to be a very popular addition, all being rented within 2 weeks. Continued increase in yields have allowed us to maintain growth in an ever challenging environment. The Team Manager - Adam Snowdon (right) and Assistant Manager - David Todd (left ). Adam Snowdon & David Todd

We currently average about 4k to 5k in merchandise per month and are looking Current Centre Upgrades K SS have recently undergone some more updating of signage and painting at their centres.

Since acquiring Moore Park, upgrades of the centre have begun. Including upgrading a large volume of the flooring, major servicing and repairs to lifts and roller doors. Eco friendly lighting installed, interior walls painted and more. Petersham has also been painted along with a logo painted on the roof, which is along the flight path. Kingsrove has been freshly painted and Castle Hill building B has a new fit out.

Above and right - Petersham painting and roof signage

Above - Castle Hill fit out.

Above - Moore Park upgrades to flooring

Above - Kingsgove freshly painted

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Kennards Kourier January 2011

New Acquisition - Klemzig, S.A.

German Lutheran Refugees in 1838. They named the area Klemzig after their hometown in Prussia. This settlement became the beginning of the establishment of the Lutheran Church of Australia. It is now a densely

populated and busy suburb of Adelaide.

From the roof looking down at the rear car park

K SS Property team is pleased to announce the acquisition of another property. In November 2010, Kennards Self Storage, in partnership with John and Richard Stevens, acquired a new site located at 308 North East Road, Klemzig. This site will be redeveloped into a state of the art Self Storage Centre. About Klemzig Klemzig is located 8 kilometres to the North East of Adelaide CBD. The suburb of Klemzig was first settled by Looking from North East Road

The proposal The Existing buildings are to be reused and converted into two levels of Self Storage, and a new 2 level building built to the rear of the site. Even though the development is yet to be council approved, initial concepts provide for at least 6539m2 of rentable space.

The Site The site has excellent exposure to North East Road, and totals 7321m2 of land. The sites improvements consist of two existing buildings that will be reused. In a previous life, the existing buildings were used as a Woolworths Supermarket and associated car parking. More recently, it has been used at a Cash Converters and the Trading Post’s National Call Centre.

Timeline Pending council approval and

construction timetable, we expect to be open for business at the end of 2011.

Simon Degaris

Customer Care Team Crack That Magic 100 Again!

perspective on the follow up process which we plan to expand upon in the coming year. For example - Should the mystery shopping process expand beyond the receipt of the brochure? Probably. We’d love to hear your feedback on this one. For now our best strategy will be to ensure your follow ups add value to the customer and have a purpose. Also that their story, their needs, the outcomes of the follow up and possible solutions for them are all clearly recorded in the notes. Follow ups have never been just a tick and flick. If we maintain this perspective we will continue to improve the way we deliver genuine solutions and the hope is we have genuinely impressed customers as a result. Darryl Hodgson

centres are close to emulating.

A long time ago we didn’t even use a tool like the plan to close card and since its introduction it has continued to evolve. Each successive change has placed more emphasis on building a relationship with the customer and understanding their needs more effectively. You will have seen comments from me along these lines in the monthly call review results: When the answer to “”How does that sound?”” is “Yes, great” - Then “I’ll reserve that for you now” should be the next thing you say. Another key element is that many customers make a number of enquiries to us before finally going ahead with storing. This shines a whole new

Above - Christina, Christine, Joanne, Fiona and Amy O ver the last 12 months all teams have been working hard to build their enquiry handling skills and grow those magic call review scores. Scores across the board have been increasing and our skills as a team have climbed markedly. This has been fantastic to see. The Customer Care Team in particular are very proud of November being another month where their overall average was 100%. This is a great achievement and one many other

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Kennards Kourier January 2011

A Little Space Goes a Long Way....

K SS often get asked to happy to help. At Christmas time especially, we are asked to donate quite a lot of storage space for charities and organisations putting hampers and gifts together for the homeless and sick children. We provide space to store collected goods. This also serves as a drop off point for people donating, or space to collate and pack hampers. Kennards boxes are also provided so these hampers and toys can be packed and delivered safely. Last Christmas we helped charities such as: - Shore Care - Shine for Kids - Salvation Army - Centrelink - Variety - The Childrens Charity - St Vincent De Paul - Sydney Basket Brigade donate storage space and boxes for charity. Where possible we are always

Many of these charities and organisations will return again next Christmas, as once again they give up their time and put all their efforts into helping out people in need. Other charities and organisations we support throughout the year are: - HUG - Helping Ugandan Generations - The Cancer Council - National Breast Cancer Foundation - Clothesline - Streetswags - The Benjamin Andrew Footpath Library - The Rotary Clubs of Eastwood, Ryde, Chatswood and Turramurra - Bonnie Babes Foundation - Australian Literacy and Numeracy Foundation KSS also help out schools needing space to store items being collected for fetes and fairs, or space to store school equipment while renovations are taking place. The schools are generally local to a centre so its easily accessible by staff and parents.

It is amazing to see just how many people out there donate their time and efforts to causes such as these and more. Whether it’s a charity or organisation or parents helping their child’s school, it is great to see such generosity. As we welcome another year at KSS, we will continue to help the charities and organisations that we currently have, while endevouring to help others who will approach us throughout the year. Sharon Dux

Ugandan Children enjoying one of the many books sent from HUG

Kennards Wine Storers Enjoy More Wine Tastings...

You can also follow Kennards Wine Storage on

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Nev’s Notes... M any people look upon their home as an “Investment”. It is not. It’s a long-term consumer durable, like your refrigerator or washing machine. House prices generally don’t appreciate, though the land under them, or in the case of home-units, the land component of the value, may appreciate in some circumstances. And there can be circumstances where the property cycle can work in your favour; it can also work against you. If you buy at the bottom and sell at the top, then you look like a genius. But you have probably just been lucky. Mostly we buy, and sell our home, when we want to or need to rather than when it is cheap expensive. And we usually sell one house when we buy another, so the cycle is then neutral to us. A house can be a pretty good inflation- hedge, and it can be a good means of forced savings. Most people stay rather poor most of their lives. They don’t save, they don’t invest, they don’t understand money, wealth-creation, saving, so their home is their nest-egg, able to be sold at some time and realise an apparent “profit”. The house has kept up with inflation and has been paid off over the life of the loan - 20 or so years. If the house is well positioned and there is prosperity and population-growth it, or the land, may increase in value. When compared with the dollar purchase price it can look like a good “investment”. But everything else has gone up (in line with inflation) too. So it can be a paper-profit Your House is Not an Investment

but may not yield a real investable profit. A house costs money to ‘service”. There are rates and taxes, insurance, maintenance and always some costs. It costs money to own a house. “Your house should be comfortable, convenient, safe, affordable and paid off quickly; maintained well but not expensively. Like many things in life, it is best not to be showy or extravagant.” One benefit of one’s “Home” is that the Capital Gain, if there is one, is Tax Free. If you had commercial property or shares and sold for a profit you would pay Capital Gains Tax. In Australia politicians have found it politically expedient to keep our homes CGT-free. To this extent your home can be a tax-shelter. It is best to look on your home as a roof over your head, a long-term consumer- durable with the house itself depreciating in value and the land under it appreciating in line with inflation, with affordability and with population-pressures. To make your house an “investment”, or perhaps more aptly a “speculation”, you need to buy at the right time, in the right place. Look for and be ready for the bottom of the cycle; that is not easy. Look for under-valued, under-appreciated locations, but often that is not where you want to live. It has been said you should buy the worst house in the best street.

Your house should be comfortable, convenient,

safe, affordable and paid off quickly; maintained well but not expensively. Like many things in life, it is best not to be showy or extravagant. Don’t get financially stretched with your home. If you have a windfall and come by some money then by all means buy a ‘Trophy Home’ if you can afford it. But look at the running-costs of this indulgence. Owning our own home is comfortable and convenient and makes us feel secure, even proud. We can make it ‘ours’ paint and decorate and furnish it to our liking. It can be a long term abode and give a sense of ownership and proprietorship. It is a nice thing to do. But it is better not to look on our home as an investment. If it increases in value, look upon this as a bonus. Use it as a means of saving and pay it off quickly. It can then be an asset against which you can borrow to start a business or acquire an asset if you choose. And it saves paying rent to a landlord. Buy a house you can afford, in a location that works, make it up the way you want, enjoy it, but be careful not to over-capitalise, and don’t look upon your house as your main ‘investment’. Nev Kennard

Customer Feedback

“Dear David and Bob (Warriewood KSS),

Thank you for all your time, courtesy, help and assistance over the past two and a half years during the time that we hired storage units, the trailer and the van. You were both very helpful in all aspects of all KSS had to offer us. The equipment and storage premises were at all times in clean and good working order, a credit to you. With staff such as you, Kennards are very well represented to the community and a great asset to the company. We would have no hesitation at all in recommending your storage facilities and the staff at Kennards at Warriewood.

Thank you again and best wishes for the future - Denise and Frank.”

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Congratulations!

Customer Feedback “I am not sure who picks up emails from this address but.... I wanted to make sure I sent a thank you note to the two wonderful staff who stayed late tonight to allow my movers to bring in my storage goods. Not only was the service (from the minute I booked) excellent and the advice super helpful - I also appreciate that this was all done at personal cost to both of the team who had to stay back and who were very kind to me when I was having a very bad day. I will most certainly be recommending Kennards Moore Park to anyone who needs storage - and will also make sure I remember the kindness + good humour that was shown to me and will pass this on. Many thanks.” Christine Cutler (Vermont KSS, VIC) and Tony Cripps wearing their KSS shirts on their cruise to New Zealand aboard the Pacific Dawn in December last year. They also managed to visit Napier along the way!!

Known as “Space Invaders” - THQ recently put a team together and participated in lunch time touch footy at a local oval. The team consisted of Sam, Warren, Darryl, Fiona, Carina, Therese, Simon, Darren, Lynda, Angela and Troy (KSS Homebush). THQ Touch Footy Team!

Hi Sam, I wanted to send you a quick note to thank you and all at Kennards very much for the flowers I received to celebrate the birth of my son, Nicholas . They arrived a couple of days ago and I have meant to thank you sooner but finding any ‘me’ time is difficult some days. We are all doing well. I am getting used to operating on little broken sleep and we are still working on Nicholas putting on weight to be back at this birth weight. I would also like to thank you for the $1000 Baby Bonus, which I received in my pay this last fortnight. I have put it away and no doubt, it will come in handy now that I am officially on maternity leave. I have attached a picture of my cute little bundle for the next Kourier. His full name is Nicholas David John Penton, born on Sunday October 24th at 5.30 am. He weighed 5 pound 9 and is 49 cm long. Thank you again. Kind Regards, Kirstie Penton (Burleigh)

“ When an affliction happens to you, you either let it defeat you, or you defeat it...” Rosalind Russell

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Kennards Kourier January 2011