eKourier Jan 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