eKourier Oct 2015

FEATURES

Kennards Adding Value To The Business And Our Customers Customer Feedback

“I visited Kennards Self Storage in Springvale today. I am impressed with the customer service and profession- alism of the staff members. I never used self storage previously, but your staff explained every single thing without me asking. Great service, will recommend to my friends.” “I received a call in Customer Care today from Heather. She was asking about buying corrugated cardboard and then got onto the subject of how great the staff were at Airds Road and what wonderful service she had received from them during her stay there. She asked me to pass on her thanks and to thank them for all they had done for her. She said she has very rarely, in her long life, received such great service.” “I would like to take this opportunity to thank Kennards Storage of Thebarton for the professionalism they have maintained in the running of this facility. The cleanliness, ease of access, use of lifting equipment and all round profes- sionalism is a credit to you. In the 15 months or so that we have used this facility we have never encountered any problems and have been completely satisfied with the use of this storage area. Thank you once again, it has been a pleasure.” “Thank you for your excellent service. Kennards Gladesville provided me with everything I wanted. Your staff were very helpful, security appeared excellent, the provision of trolleys meant I could remove or add items to storage easily and everything was easily accessible. There was a somewhat difficult traffic jam the day I came to remove goods, but I guess that just goes to show Kennards popularity!” “Great place. Using as storage and away from home office. Glen at North Lakes is really helpful and assisted in the installation of a power point while no other storage places would consider it a possibility. Definitely recommend.”

Fiona Harding and Angela Lu THQ

N

ational Account Customers, 810 units and more than 13,500 square metres stored over 83 centres.

Request to notify the move out/in date and the customers details, we do the rest. From a company perspective National Accounts is all about the bigger picture. These customers are more than rental income, we benefit from other recurring charges like goods and handling, standardised rubbish, power charges, shelving rent, insurance and adhoc charges all contributing to our revenue. We continue to work on Storman changes to improve the SMS function- ality and access lists for units with multiple representatives. In house we have made improvements to the invoicing portal to allow for faster corrections and from a customer perspective we have improved our email correspondence including a new look cover email when invoices are issued, blogs and centre improvement news and updates. When it comes to National Accounts we are all winners. We sincerely appreciate your participa- tion and support and we look forward to sharing our next update with you in the following Kourier. Angela Lu Financial Analyst

We have issued more than five million dollars’ worth of invoices in the past 12 months. We should be extremely proud of the value we’ve added to the business and the service we provide our customers. The way we manage National Accounts is unique. We definitely offer more to our customer. We provide one consoli- dated invoice, one master agreement, one point of contact and the opportu- nity for customers to take control of their account. Kennards is leading the way and our numbers stand for themselves. As our National Accounts continue to grow we are investing money and resources to improve our processes. - The National Accounts Portal is now more user friendly. - Move outs and move ins are now all performed at THQ, no longer do Teams need to go through two pages of instruc- tions, simply send through a Support We have made a few changes recently:

11 Kennards Kourier October 2015