eKourier July 2015

FEATURES

Whassup!! W e can credit everyone’s efforts with enquiry handling for the excellent growth this past year. In particular follow ups and getting improved engagement with the customers’ story. We can’t win them all of course. So what is happening with the missing enquiries?

experience. We’ve had many say; “I decided I didn’t need storage but your Team were excellent. I’ll definitely use you guys when I do need storage”. Think about the impact you’ve made on somebody for them to say that? You have created a memorable experience, one of our FREEDOM values.

Celebrating Team Achievements This year’s Achievement Dinner takes place Saturday August 29th. It’s a chance to catch up with Teammates relax and have some fun, while we celebrate and recognise the achieve- ments of the Team. This year we have 14 Team Members celebrating 10 Years’ Service, along with one 15 and 20 Years’ Service.

What is the long term impact on the future of your centre and the brand?

How many will now just Google “Kennards”?

What do I mean? Think about it this way;

Some have said it was “price” and there are some we lacked any useful informa- tion to contact them at all. Think about the ‘reverse example” I gave above. Is it really price? How many start by asking price before ultimately deciding on value, convenience or security? Is there trust and understanding, if the only information we have is a phone number? The interesting part is reading between the lines and understanding what they’re not saying. In the modern, marketing hyped world the old adage “people buy from people” has never been more true. People buy from a person they trust. Part of the measure of trust is how genuinely interested or engaged we are with their story . As the surveys information builds no doubt there will be even more valuable insights to help us understand. For now, when you’re inspecting the “missing 20” or that guy walks out without leaving any details; Ask Yourself Whassup???!!!

• You have 50 enquiries. • 30 of them move in. • 50 – 30 = 20.

What have we done for the “missing 20” that didn’t move in? What do we know about them? Revisiting these enquiries can be a fruitful exercise. Often we find that these particular enquiries are lacking in detail. Containing only a phone number or email address. Quite often missing the “customers story” in the notes. We can recover some of these. We can take what little we do know and make another follow up call. Teams that do this find a few more enquiries will start to open up and eventually move in. Another way to consider what we face when an enquiry is “missing” informa- tion, is to look at the reverse example. An enquiry that gets to “move in”, the customer will often open up about their situation, sharing many aspects of their move and their story, which is captured in notes. Well that’s one reason why we are now surveying those “missing” enquiries, These are the ones that got away. The CCC are contacting them with a “Whassup” survey to find out why. We’re starting to get some useful results out of these calls. Customers are telling us why they didn’t store and what they ended up doing with the goods. So what’s different in this situation?

We had great response to the Adding Value Nominations and look forward to acknowledging these Team Members that have made a significant differ- ence to KSS.

Was I really interested in his story?

Did he trust that I was genuinely trying to help him?

What could I have done differently?

Stand Up Comedian Tommy Dean will be our MC for the evening.

And lastly a brief thank you to the Team in the CCC, in particular Amy Roberts for co-ordinating everything. Darryl Hodgson NSW Operations Manager

We look forward to a great night, see you there!

In many cases they’ve had an excellent

9 Kennards Kourier July 2015