eKourier Oct 2017

FEATURES

PROFESSIONAL DEVELOPMENT

Listen To The Growth Opportunities

Let’s Hit The Refresh Button arranging Triple Pack bags on the wall by pushing slat wall prongs together, improving presentation and sales of this popular product.

Customer Feedback

make sense to listen to as many calls as possible and if I find an opportunity in each call, how quickly would my skills improve? Where should I listen to my call? This can present some challenges in some centres. Where possible I would suggest to try and find a quiet time where you can focus on the call, it may take more than one listen. Look for other Team Members to listen to your call and seek their feedback. Don’t focus on the negative, you can always find positives. Sharing what you have done well may also help other Team Members growth. Why should I be listening? I feel that the incentive attached to the process has created a victim mentality (you better get 100% or it will cost me my bonus). I often hear the Plan To Close Card is a script and “I sound like a robot”. The perception is this is perfec- tionist behaviour, its not it is conven- tional behaviour, its safe to hide behind the process! When we recruit Team Members we look for certain qualities. Some of those are personality and sales skills. Why would we want to hide those in a script and create robots. The Plan To Close Card is a great tool, it is how you use it that can be the issue. Remember Skillbuilder and the Affiliative behaviour set up created great sessions by building rapport. How can I improve? This is simple, be brave, take the risk, be honest with yourself, can you be objective when you listen and ask others for feedback? That’s the easy part. The hard part is actually using the opportu- nities discovered and putting them into practice. I would like to provide Team Members with a challenge, next time you listen to a Mystery Shopper call, don’t listen to find out what the Mystery Shopper got wrong, listen to discover opportuni- ties for personal growth that will benefit everyone. Bill McClean Training & Development Manager

“Dear Kennards Self Storage Team,

I just wanted to send a quick thank you to Kennards for the great experience that I have recently had dealing with the Warana branch on the Sunshine Coast. My partner and I are currently moving from Sydney to the Coast and I needed somewhere to store my car whilst we were in transition. After a long drive I was feeling a little daunted and overwhelmed with what dealing with the storage unit might entail. I was so impressed with the staff that I spoke with on the phone, via email and in person. They were supportive, helpful and professional and even helped me get my padlock out of its tricky package! I will definitely recommend Kennards to others and would love my thanks to be passed on to the Warana office.

Your fast sellers may not need to be in the prime locations, they will sell themselves, why not try putting a slow selling product in a more prominent position. You might be surprised at the results. Other things to consider for your wall is signage, lights and interest. Your Merchandise Wall should have the KSS ‘Box Shop Moving and Packing Supplies’ sign. Does your display have adequate lighting and are all the lights working? Lighting draws a focus to the product. Signage should look fresh and bright. Faded signage gives the impression your products is old. Let customers play, have one of every lock to touch and tape dispensers out of white boxes. When was the last time you really looked at your Merchandise Display Wall? While most KSS centres have very similar Merchandise Display Walls, they are not all exactly the same. KDoc 10500 is a good resource outlining principles and recommendations for your consideration and we encourage you to use this and your wall to get the best possible Merchandise display for your centre and our customers. Love your wall and yes, You can change it! Post your photos, ideas and questions on Yammer. Carolyn Coates NSW Operations Manager ‘ ‘

I n my role I regularly get feedback from Team Members regarding their Mystery Shopper result, i.e. their score. While we accept feedback with anticipation for growth for Teams, it appears some Team Members are missing a fantastic opportunity to learn and develop.

false result and questioned the Team Members consistency. This provided an opportunity to make a change that would provide a more genuine result. We, in conjunction with our service provider, had a Team of shoppers provide feedback. There was a notable drop

I s the statement “Refresh the Merchandise display” your catch all statement when completing your Smart Action Plan for Merchandise? In the spirit of ‘yes we can’ let’s take a minute to consider what else may be possible. When was the last time you really looked at your Merchandise Display Wall? Your Merchandise Display Wall is like storage, it needs high occupancy with every inch having a product to sell or a reminder to buy. Blank spaces are missed opportunities. Merchandise revenue does not grow by filling your wall with stock that is slow selling… so what can you do instead? Fixtures such as baskets allows for merchandising products such as tapes and triple pack bags. Consider the position of your baskets, are they at hand level or foot level. Moving your baskets to an ‘easy touch’ level may allow space underneath for bulky products such as 50m bubble wrap. Centres are also being creative and

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To move forward and get the best out of the process we need to consider 5WH: ‘ Don’t listen to a Mystery Shopper call to find out what the Mystery Shopper got wrong, listen to discover opportunities for personal growth that will benefit everyone. in average scores and over time they returned to the mid nineties justifying the change. Who is the process designed to benefit? The process is designed to benefit everyone, it baffles me to hear of Team

Warm regards Rebecca.”

“Thank you so much to all the folks at Kennards West End!

And thanks for the refund on emptying my storage today. Was a delight having the straightforward conveni- ence of local safe storage, just when I suddenly needed it - between two flat rentals and emptying a shipping container of long-stored household goods. I certainly will have no hesitation in using Kennards again if needed in the future, as well as recommending to others your excellent facilities and very helpful staff.

WHAT is the History of the process? WHO is the process designed to benefit? WHEN should I listen to my call? WHERE should I listen to my call? WHY should I be listening? How can I improve? What is the history of the process? When I commenced my journey with Kennards Self Storage the Mystery Shopper calls were conducted by the same person every month in fact she was known as “the Nice Lady”. This defeated the purpose of what we were doing and inflated averages to give us a

Members playing ‘spot the Mystery Shopper’ it is such an energy sapping game to play. Wouldn’t it be easier to treat all customers as the Mystery Shopper creating consistency and driving sales, increasing occupancy and driving all incentives? When should I listen to my call? Where centres have Call Saver Pro the opportunity to learn and develop is there everyday. Maybe the question here should be why do I only listen to my Mystery Shop calls? Wouldn’t it

Regards Súin.”

15 Kennards Kourier October 2017

14 Kennards Kourier October 2017