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Insider M AG A Z I N E O F T H E S E L F STO R AG E A S S O C I AT I O N O F A U ST R A L A S I A

112 APRIL / MAY 2020

30 YEAR CELEBRATION INTERVIEWS JOHN EASTWOOD ELAINE COOTE AND DAVID BLACKWELL

FACILITY OF THE YEAR 2019 Stor-Mate Tamworth NSW

THREE OF THE BEST

3 tips on how to increase the value of your self storage facility

WHAT’S NEW?

SSAA’s My Storage Finder and Calcumate join forces

STAND OUT!

How to differentiate your facility by thinking benefits not features

INDUSTRY NEWS | COMMUNICATIONS | HUMAN RESOURCES | 2020 EVENTS | TRADE DIRECTORY

CONTENTS | 03

9 SSAA BOARD OF DIRECTORS Chairman – Ivor Morgan Jim’s Self Storage, Victoria Michael Alafaci Storage King Group, New South Wales Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand

Ned Coten City West Storage, Victoria

Wayne Dade Glenelg Self Storage and Western Self Storage, South Australia

Rachel Grant Storage by the Fox, New South Wales

Susan Phillips CEO

Sandra Evans Office Manager Vanaja Thomas Membership Andrea Bowman Paralegal Bryan Furtado Marketing & Events Melinda Wyper Accounts

Meet SSAA Board Member Wayne Dade David Blackwell

18 URBIS REPORT 21 SSAA WEBSITE UPDATE

LIFETIME MEMBERS

SSAA STAFF

John Eastwood

16 30 YEAR PROFILE

Andrew Eastwood U-Store-It, South Australia

Sam Kennard Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks Richard Whalan

13 30 YEAR PROFILE

14 FOCUS ON

David Daddow Able Self Storage, South Australia

Mark Bateman Frank Cooney Elaine Coote Liz Davies Dallas Dogger John Eastwood Simone Hill Neville Kennard

Martin Coote Lock Distributors, New South Wales

REGULARS 4 Chairman’s Report 6 CEO’s Report 6 SSAA 2020 Events 10 Industry news 12 Out and About 26 PR – Crisis in Communications 35 OHS 36 HR Help Desk 37 SSAA Service Member Profile 38 Dear Legal Help Desk 40 Trade Directory 42 New Members

My Storage Finder and Calcumate join forces

22 FACILITY OF THE YEAR 2019 Less than 150 Units Stor-Mate

24 30 YEAR PROFILE

Elaine Coote

29 COVID-19

Coronavirus minimise the risks

30 COMMUNITY ENGAGEMENT AWARD WINNER 2019

Storage King Rolleston

32 THINK BENEFITS NOT FEATURES

How to differentiate your facility

Michelle Stokes Reception/Administration

www.selfstorage.org.au TOLL FREE – AUS: 1800 067 313 TOLL FREE – NZ: 0800 444 356 T: +61 3 9466 9699 F: +61 3 9466 8081 Address: Unit 4/2 Enterprise Drive, Bundoora Vic 3083 E: admin@selfstorage.com.au Connect to our Social Media via our website

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Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au Designed by: Keely Goodall / E: keely@itsallgood.net.au Advertising and sub editor: Bryan Furtado / E: marketing@selfstorage.com.au Printed by: Homestead Press / E: printing@homesteadpress.com.au Insider magazine (Insider) is published bi-monthly by the Self Storage Association of Australasia Limited (ABN 23 050 341 725). This publication may not be reproduced or transmitted in any form, in whole or in part, without the express, prior written permission of the publisher. While every care has been taken in the preparation and publication of Insider, none of the Insider’s publisher, editor nor any of the publisher’s employees, sub-contractors or contributors give any warranty as to the completeness or accuracy of the publication’s content, nor do any of them assume any responsibility or liability for any loss, damage or expense which may result from, or arise in connection with, any inaccuracy or omission in the publication. The views or opinions expressed in Insider are not necessarily those of Insider’s publisher or editor. Furthermore, Insider has the right to accept or reject any editorial and advertising material. All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’. All submissions to Insider may be edited for reasons of space or clarity and opinions expressed in letters published in Insider are those of the author, not of Insider’s publisher or editor.

APRIL / MAY 2020 INSIDER 112

4 | CHAIRMAN'S DINK REPORT

Ivor Morgan, Chairman SSAA

arlier this year, the Board turned its collective minds to the strategic direction of the SSAA. Our current strategic plan extends to 2021, so as a Board we took a day to review our progress, set our goals for the year ahead and turned our minds to beyond 2021. It was our first opportunity to meet face-to-face as a new group as we welcomed new directors Michael Alafaci, Martin Coote, Ned Coten and Wayne Dade. It was an insightful and productive two-days, with new perspectives and ideas shared which all helped to shape what will be an exciting year ahead for the SSAA and our members. We reflected on our three strategic pillars – advocacy, engagement and support – and acknowledged the dedication and hard work of the SSAA team. We have made good progress, particularly on projects in the support

pillar, having completed a range of initiatives to support our members and some foundational administration work so the SSAA continues to operate efficiently and effectively. We have added some new projects to our agenda, in the areas of insurance and business disruption, and explored ways to diversify our revenue streams in years to come. This year, we turn our focus to advocacy and engagement and I am pleased to report work is well underway on some significant projects in this space. It has been some years since the SSAA has undertaken a large-scale research project, and I am pleased to announce the State of the Industry 2020 initiative – a new research piece which will reset our research frameworks and combine what you may have known in the past as almanacs and demand studies. This new format will be broader in scope, covering all the usual topics and looking at some new areas and future trends, and will be available in short and long-form versions. We will be working with a range of industry partners, external agencies and engaging with members on this important project which will be launched at the SSAA Convention in August this

This year, we turn our focus to advocacy and engagement and I am pleased to report work is well underway on some significant projects in this space. year. We are now seeking partners, sponsors and some members to be part of the member research panel, so if you’d like to get involved please get in touch. In this, our thirtieth year, we believe now is the right time to refresh our SSAA brand to reflect the modern, professional association we have become today. We are embarking on our next phase of growth, both as an industry and an association, and we want to ensure our brand represents our values and our bright future. We will be engaging with members as part of this process and look forward to sharing our vision for a refreshed SSAA. l

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06 | CEO’S REPORT

Susan Phillips, CEO SSAA

S The intention of the service is to provide members with a professional PR company that can guide you through the responses to individuals or the media in these circumstances.

omething that businesses, regardless of size can be faced with from time to time is the nightmare situation that arises following some bad publicity. That publicity can eventuate through no fault of your own, but it remains a matter that must be dealt with and the sooner the better. This matter has been recognised by the SSAA Board and after some research a process has been developed to assist members through the introduction of a new member service. An alliance has been developed with That Comms Co. to deliver advice on a range of public relations matters. Some examples include responding to potentially damaging social media reviews, a claim by a disgruntled storer following the sell up of their possessions or something far more serious following a disastrous incident such as a fire or flood.

SSAA 2020 EVENTS

NETWORKING FUNCTION 22 October 2020 PERTH

NETWORKING FUNCTION 10 November 2020 CHRISTCHURCH

INSIDER 111 FEBRUARY / MARCH 2020 INSIDER 112 APRIL / MAY 2020

The intention of the service is to provide members with a professional PR company that can guide you through the responses to individuals or the media in these circumstances. Whilst the service is offered on a fee for service basis, the SSAA is also adding to our suite of member services through a knowledge bank of self-help articles. I encourage all members to be proactive in the public relations arena and read the articles that will be published as a series in the Insider and online throughout 2020. The aim is to equip you with a range of techniques to assist with the likely scenarios you may encounter from time to time. Please refer to page 26 for the second in the series ‘101 Crisis Communications’ – Tips on communicating with customers in the event of a crisis. If you require assistance with a PR issue, please call the SSAA. We are here to help. l

SSAA CONVENTION 25-27 August 2020 MELBOURNE

NETWORKING FUNCTION 15 October 2020 SYDNEY

NETWORKING FUNCTION 12 November 2020 AUCKLAND

NETWORKING FUNCTION 26 November 2020 MELBOURNE

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SSAA CELEBRATING 30 YEARS | 9

Where were you 30 years ago?

0 years ago was when the self storage industry came together as a whole, it was before the digital age. It was before the industry realised how big it was going to be, how vital the foundations established then, would be today. The SSAA is ensuring these stories, and memories are captured, for now, and the future, with videos and articles with the SSAA Foundation and Life Members.

The videos are full of inspiration, information and knowledge which will be available for self storage industry members to enjoy for years to come – like a time capsule. They were filmed by Dallas Dogger and the team from R6 Digital and are available on the SSAA YouTube channel, with a new one uploaded fortnightly until the end of the year. These will be shared on Facebook and you can also read in-depth articles in each Insider magazine.

The icons of the industry include: Elaine Coote John Eastwood Liz Davies Bob Marsh Ian Hyland David Blackwell Sam Kennard Shane Marshall Richard Whalan Phil Robbie Ian Oliver Michael Tate Joe Barbaro Jim Miller Don Seton-Wilkinson Tom Murray-Prior David Blackwell Lee Cameron Paul McFadzien Mark Bateman Garth Davidson Jon Perrins

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APRIL / MAY 2020 INSIDER 112

10 | INDUSTRY NEWS

RIDE OF A LIFETIME Anthony Regis from Regis Built is taking on the ride of a lifetime to help wishes come true for really sick kids. Bays’ Wish is an annual boutique ride in celebration of the life of Bailey Fuller and his love of cycling. Born in 2003, Bailey – best known as Bays – was first rushed to hospital at just four months old. He spent extended periods in hospital, and at three years old, was diagnosed with a rare form of epilepsy called Dravet Syndrome. For Mum Andrea, Dad Roger and brother Zac, their world was turned upside down and in the early stages of his illness, Bays’ family were told he would not be able to do many things due to his condition. Riding a bike was on that list, but a brave young Bays proved all the doctors wrong. First a three-wheeler and then straight onto two wheels – Bays loved riding his bike. While Bailey never got the chance to experience his wish, in March 2019 Roger decided to ride in his son’s honour, fundraising for Make-A-Wish to help kids like Bays.

Now an annual event Bays’ Wish is a five day cycling event that will see Anthony ride a massive 700 kilometres on a journey in support of Make-A-Wish Australia. With 6,500 Australian children diagnosed with a lifethreatening condition each year, every dollar raised helps create more inspirational wishes for sick kids like Bailey. Your online donation is quick, secure and makes a lasting impact to Australian families. https://fundraise.makeawish.org.au/fundraisers/ anthonyregis/bays-wish

PAUL MCFADZIEN RETIRES Paul McFadzien retired from National Mini Storage at the end of March. Paul ran the Company for the past 25 years and during this time the Company has gone through exponential growth. When Paul started there were 4 branches with garage style units and management couples living onsite. There are now 10 branches with another due to open later this year and planning well advanced for number 12. Paul is well known in the industry across Australia and New Zealand and is a former president of the SSAA. Caroline Plowman has recently taken over from Paul as CEO. She has been with the Company for the past 3 years as the financial controller. Caroline is looking forward to playing an important part in the future of the Company and ensuring the family feel of the team stays strong during further growth phases. She can’t wait to see what the future holds in terms of innovation in the industry and focus on sustainability. It is a big generational change for the Company and the team is embracing it and very enthusiastic about what’s to come!

BIGGER AND BIGGER StoreLocal is expanding into Sydney in mid-2020. StoreLocal Penrith will be their first site in metropolitan Sydney. StoreLocal is looking forward to working closely with the owners Adam and Sam on this very exciting project with the store due to open mid-2020. They are also looking forward to providing the Penrith community with solutions for their business, personal and lifestyle storage needs. This store opening will expand StoreLocal’s nationwide footprint to 24 stores.

INSIDER 112 APRIL / MAY 2020

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Mark Greig – Store Local Co-Founder of StoreLocal, Mark Greig has been appointed to the new role of National Head of Revenue. This focussed growth role reflects the strategic focus on in-store revenue growth and building upon the nationwide portfolio. Mark will lead the growth in revenue across all stores under management by the StoreLocal platform. Mark will manage the team in operations, in-store team performance, support centre, marketing, data and analytics. Mark also will support the expansion of the existing nationwide network of third party managed stores in all markets. Mark brings an extensive background in the self storage industry of over 15 years, before co-founding the StoreLocal business in 2015. Mark will continue to bring his unrivalled passion and energy to this senior role to drive the strategic growth and performance program of StoreLocal.

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David Blackwell – Gone fishing? David Blackwell has stepped aside from his role as Director with Urbis. Linda Sharkey will take the leadership role in the Urbis Valuation and Consulting Team. David and Linda have worked closely over the last two years. Linda has an extensive knowledge of the Self Storage Industry and has a strong team assisting her. David will remain active in the Self Storage industry and will continue in a consulting role with Urbis as well undertaking other roles in the industry. However he will also have more time to go fishing and time with his grandchildren.

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APRIL / MAY 2020 INSIDER 112

12 | OUT AND ABOUT

SSAA MEMBERS NETWORKING, AUCKLAND The SSAA has changed the format of networking events for 2020. This year, we have invited members of the SSAA to host the Members Networking at their facility. Our first event was in Auckland hosted by Aaron Alsweiler and his team at Safe Store Public Storage Westgate. This is a free member only event providing opportunities to connect and learn. Members were taken on a tour around the facility and were privileged to listen to Aaron Alsweiler speak about his success in managing a disaster recovery at his Pakuranga facility. It was enlightening!

Alistair Mason and Kelley Jones – Mason Containers Ltd with Colin Alcock – Sisac Storage.

Andrew Kirkman – Kennards, Chris O'Brien – Storage King Rolleston, Garry Latham and Monique Healy – Storage King Swanson and Mark Doldissen – Southwell Lifts and Hoists

Ryan Coom, Michele Clough and Caroline Plowman – National Mini Storage.

Gary Latham, Monique Healy – Storage King Swanson and Peter Angell – Cascade Storage LTD.

Susan Phillips with host Aaron Alsweiler and Maria Pook – Safe Store Westgate.

INSIDER 112 APRIL / MAY 2020

Auckland Networking Tour.

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SSAA CELEBRATING 30 YEARS | 13

John Eastwood

Former SSAA Board Member Life Member of the SSAA.

ohn Eastwood and his family have been a part of the SSAA since its inception. John was one of the pioneers of the self storage industry in South Australia, opening up a facility after a due diligence trip to the U.S.A. He took his facility from strength to strength using innovative marketing ploys such as opening up a competing brand. John worked with Jim Miller to establish the self storage Association and acted as a director from 19921995. Using his accounting background he assisted with the financials of the Association for many years. Based in South Australia, the Eastwood family owns U-Store-It, which they believe was the second storage facility to open in Australia just behind Jim Miller’s in Sydney, New South Wales. At that time the industry was in its infancy, but it was starting to gain momentum. The Government at the time was trying to regulate various industry sectors, starting with the water side workers union. The concern was that this would roll out to the Storage industry. The key was to be one step ahead, and that is when Jim Miller contacted the existing storage facilities and owners to start an

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association and to set up regulations to become a self-regulated industry and not be regulated by the Federal Government. The other motivation for establishing an association was for the sharing of common information. Owners at that time didn’t like to tell anyone else about any issues or learnings, they kept their cards close to their chests. The initial SSAA Conventions used to be split between owners and team members for the sharing of information in an open manner. It didn’t work initially as there was a lot of nervousness about the sharing of any information. John is happy to see and read, that one of the things people enjoy about the association nowadays is the openness of people to share information, even though the market is more competitive than it was then, as it could have gone the other way. When the SSAA Board was first established, it was very fortunate as it was the coming together of people with great mindsets. A board of owners who were very passionate about the industry and who had extreme foresight. Self-regulation was the key. Legal firms were contracted and made an excellent contribution to industry contracts. Guidelines were established on professional standards and behaviour; how to handle complaints etc as one example. There was a whole range of matters that needed to be assessed, the Warehousemen's Liens Act, Height of facilities – OH&S. By being aware of what the Government might try to regulate, enabled the industry to be on the front foot by getting in first and continues to do so to this very day. We all had a vested interest in establishing a set of regulations. All the storage facility owners just wanted them in place, so there was no outside interference. Initially, there were discussions about who should be members and

who shouldn’t. Questions were raised like; Should they refuse entry to the association if people’s facilities weren’t up to scratch? Or should they ensure they were up to scratch? Would these people bring the association down, or would the association bring them up? These regulations have also ensured Australia doesn’t have the storage wars like they do in the USA. Over the last 30 years, there have been significant changes in the industry. With more operators coming in and a shift from being a predominately cash-driven business to establishing technology and space management systems. John has seen the association over the years become the place to source information; it is well branded, well respected, and doesn’t walk away from difficult situations. These foundations that were established all those years ago have held it in good stead for now and in the future. 1. Set Legal frame work to create the self storage association 2. Ensure there was provision to accept more operators to become members 3. Initially formed for operators only, not for those who provided goods or services relating to the industry 4. Endeavour to secure professional operators in each state or territory 5. Develop a solid document to be a storage agreement 6. To be self-governed not governed by the government to become a self-regulated industry 7. Be the judge and jury for consumers who had complaints about various operators 8. Finalise board meeting minutes and action items 9. Promote the industry in a progressive manner 10. Provide training and education for all members l

APRIL / MAY 2020 INSIDER 112

14 | FOCUS ON

MEET WAYNE DADE SSAA BOARD MEMBER For approximately the last 15 years Wayne has been the co-owner and director of two self storage businesses in South Australia – Glenelg Self Storage and Western Self Storage.

Insider: How long have you been in the industry? Wayne: I have been in the self storage industry approximately 14 years and in the removals and storage industry for 18 years. I came to the self storage industry when my business partner and I realised our removals storage did not suit those clients who wanted easy access. A facility went on the market close to our Removals depot, and we were able to secure it approximately 14 years ago. What benefits do you find in being a newly elected Member of the Board? Personally, being on the Board is about ensuring our industry is strong and robust. Our customer’s needs are everchanging and if we wish to remain a resilient industry, we need to keep pace or even be ahead of customers needs and economic trends. How important do you find the SSAA to the industry? Many of our members will say they find the resources the SSAA offer in terms of Legal (contractual), WHS,

INSIDER 112 APRIL / MAY 2020

Employment, etc to be invaluable. If we, as business owners, needed to pay separately for each of these services, it would cost our businesses a lot more. Therefore the SSAA plays a vital role in these areas. How big is your facility? Our largest facility is over 300 units, we own two, and one has a satellite location which would be known as a container park. What were some of the biggest challenges you faced when you first started? For us, starting was easy once we identified the need for self storage amongst our business group. As mentioned, we were fortunate that a facility became available for purchase, which was already established, so we were able to step in and make some improvements as we understood the mechanics of the business. How do you see the current growth of the industry in your area? Adelaide has seen significant growth in new facilities in recent times and supply may outstrip demand at this present time. This has led to discounting being prevalent, which, in my view, is detrimental to the industry as a whole. I am sure as Adelaide’s growth continues this will level out and we will continue to see moderate growth over the medium term. What business improvements have you implemented over the last 12 months? We recently completed a firearms storage bunker in one of our facilities. This has seen steady take up.

Although the infrastructure costs of firearm storage are high we felt there was undersupply of this service in the Adelaide market. Do you plan on expanding? If not, why not? We have several larger adjoining spaces to our existing facilities that we own that are occupied under formal leases that we will expand into with storage once the current lessees vacate. How long have you been a member of the SSAA? Since we acquired our first facility approximately 14 years ago What benefits do you find from attending SSAA Conventions? You will hear many members say it’s amazing how much owners and operators will share with fellow members. Our industry is truly unique in how we help each other. Attending conventions, networking events and open days are a must if you are serious about your business. What I particularly like about conventions, though, is the speakers that are secured to assist members in keeping current with future trends and services. What advice would you give someone looking to come into the self storage business? Do your homework, which means talking to the Association, and valuers, and other members as it’s not as simple as building it and they will come any more. Construction costs have risen, competition has increased, the regulatory framework is more complex, and consumers are getting more discerning. In saying that it’s a rewarding industry to get into if you get it right. l

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OUT AND ABOUT | 15

SSAA OPEN DAY, HAMILTON NZ The Open Day Hamilton was the first of the three scheduled for 2020. With a program consisting of presentations, panel and Q & A sessions along with a facility tour – attendees have found the day valuable and informative.

Wendy King and Steve Nicholson – Your Solutions and Tim and Robyn Buys – Central Storage.

Steve Allen – The Wine Storage Room with Curt Dogger – R6.

Facility Tour at Storage King Hamilton Central.

John Borthwick and Lisa Forde – Breeze Property Management with Shay McQuade – USC.

Ryan Coom – National Mini Storage, Julian Moss – Masterton Storage and Steve Allen – Lockups Ltd.

Attendees at the Facility Tour.

3 Lucky Draw Winners: Tim Buys – Central Storage, Craig Spence – Waikato Storage Limited and Javier Rezzonico – Storcad.

APRIL / MAY 2020 INSIDER 112

16 | SSAA CELEBRATING 30 YEARS

David Blackwell

SSAA President 2003–2004

avid first became involved in the self storage industry the late 1980s when he was asked by the then managing partner of Arthur Andersen, where David was Director Real Estate, to meet a man named Jim Miller. David was told, “go and see what we can do to help him” At that time Jim Miller was seeking funds to allow him to further develop his self storage business concept. The problem in those days was that bank lenders in Australia had no idea how self storage worked and even less idea on how it should be valued. They just saw it as a significant risk and a bundle of short-term tenancies. David spent over a day with Jim Miller, and Jim patiently took him through his business. From there,

David developed methods of financial analysis that proved the strength of self storage and established appropriate valuation methodology that the banks could understand and accept. It took over twenty years, but banks now see self storage as a very favourable lending proposition. David was asked to join the SSAA committee as a service member and bring his understanding of the industry as a whole. He was able to view the needs of the industry without favour to any specific brands or ownerships. After spending two years on the SSAA committee, David took on the role of President in 2003. His term as President was a formative time for the Association and the industry generally. One of the most important initiatives was to move the SSAA from a part-time association executive to a full-time management structure. David, with assistance of other board members, took on the job of recruiting a full time CEO and finding suitable staff. One of the applicants, Rennie Schafer, was identified as the standout candidate. As we all know Rennie got the job and was a great asset. David had the great pleasure of working with Rennie in those early years to ensure the full-time executive team of the SSAA focused on educating self storage operators in industry best practices. It is because of those early initiatives that this industry has been able to sustain itself as a self-regulated

One of the most important initiatives was to move the SSAA from a parttime association executive to a fulltime management structure. INSIDER 112 APRIL / MAY 2020

industry and not hampered by unnecessary government regulation. David continued to press the broader finance industry and the property industry to accept self storage as a mature, well-managed investment class. This involved writing and presenting to a range of conferences. It included writing and obtaining acceptance of the Australian Property Institutes for adoption of a set of valuation guidelines specific to self storage. It also included producing a series of research papers documenting industry trends and performance. David acknowledges that over the years, operators have supported his knowledge growth and business and is grateful for the level of support he received. The industry has now moved to a position where self storage is a mature investment class. As we celebrate the 30th anniversary of the SSAA we are observing substantial interest from overseas buyers for Australia’s only self storage specific trust, National Storage. David is of the view that this marks a new chapter in the history and development of our industry. David says that with changing markets and ownership structures, the SSAA will face challenges and the Association needs to ensure that it stays relevant. He is of the view that the Association needs to maintain strong communication with industry leaders and become the knowledge leader for the industry. David has recently stepped aside from his role as a Director with Urbis. He now has a bit more time to pursue is passion for fly fishing and spend more time with his young grandchildren. However, David believes the industry has an exciting future and he will remain engaged with the industry. He will maintain an active role with the Association. He also has the important goal of continuing the many friendships that he has made over the years. l

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18 | FEATURE URBIS REPORT

Three of the best The top three things you can do to increase the value of your self storage facility. By Hugh Davies – Senior Valuer at Urbis

am often asked as a self storage valuer “what are cap rates doing?”. The short answer is they have continued to decline (strengthen) as buyer competition for self storage assets swells. Cap rates are something that the average self storage owner has no control over; they are a consequence of market conditions. So besides keeping your fingers crossed and hoping for further cap rate compression, what else can a self storage owner do to increase the value of their facility? These are our top three tips:

REDUCE OPERATING EXPENSES

The big-ticket items for operating expenses are usually: advertising, electricity, employee costs, insurance, management, merchandise, repairs and maintenance and statutory charges (Council rates, water rates and land tax). Some of these expenses are fixed or are very difficult to reduce. However,

INSIDER 112 APRIL / MAY 2020

there is some low hanging fruit that could have a significant impact on the value of your facility. Reducing electricity costs is one item that can increase the value of your facility. Easy to do upgrades include updating your lighting to LED and installing solar panels. Any electricity cost savings will flow through to the valuation. For example, if you reduce your annual electricity bill from $12,000 per annum to $5,000 per annum and your facility is being valued at a 7.00% capitalisation rate, the value of your facility will increase by approximately $100,000. Have you noticed some big increases recently in your land tax and council rates? Statutory charges are another item that can be worth having a look at. In some cases, there may be scope to challenge the statutory value/s that the relevant authority has ascribed to your facility. If successful, this will not only reduce any land tax you might be paying but will also

reduce future council rates. Your local property valuer will usually be the best person to contact if you want to discuss if there is scope to challenge.

INCREASE REVENUE

Easier said than done! But there are a few avenues that can have a sizeable impact on the value of your facility. ‘Other Income’ is one area where you might have further room for growth. ‘Other Income’ in its simplest form relates to other sources of income besides direct self storage unit revenue. This can include: merchandise sales, insurance sales, late fees, administration fees, cleaning fees and miscellaneous income. If managed well, ‘Other Income’ can represent more than 5.00% of your total revenue. I know of facilities that pay all of their staff wages just with ‘Other Income’. So, if you haven’t already done so, now might be the time to reinvigorate that

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merchandise display area and upsell that next customer to take insurance with their unit. Another option is to try to give less away. Concessions are slowly creeping up in the industry and it all hits the bottom line. All of those ‘one month rent free’ or forgiven late fees add up at the end of the year. So much so that Concessions and Arrears Write-offs have gone from being immaterial to now representing over a 5.00% hit to self storage revenue in some recent examples that I’ve seen. Finally look for opportunities to re-arrange the unit mix. Do you have certain unit sizes that fly out the door when one becomes vacant and others you can’t seem to fill no matter how much you discount them? If this is the case it might be time to bite the bullet and address this issue. Re-arranging units can be a costly exercise but if you get it right then you could see a material increase in your occupancy and associated monthly revenue. Higher

levels of occupancy will also provide that buffer to start to experiment with increasing your asking rates.

GET YOUR BOOKS IN ORDER

Risk is a big factor in any valuation or potential offer to purchase. One of the best things you can do as a self storage owner is to have a set of books that are orderly and show the true financial and performance history of your facility. This starts with having a good self storage management platform such as SiteLink or Storman to track the performance of your facility on a monthly basis. As a valuer, one of the best things we can see is a facility that has a stable revenue base that is growing. If there is no record of a facility’s performance, a valuer/ purchaser will always approach with caution. It is also important to keep your bookkeeping in order. Valuers and potential purchasers of your facility

STEEL STORAGE ARE THE PROVEN LEADERS - FROM THE SMALLEST CONVERSION OR ADDITION TO THE LATEST HIGH-TECH MULTILEVEL STORAGE BUILDINGS

YOUR TRUSTED STORAGE PARTNER

will want to see your Profit & Loss statements for the last three financial years. If there are any expenses that are not essential to the day to day running of the facility, then make sure these are clearly labelled as separate line items. For example, you may have a higher purchase expense for a car going through the business P&L. If this car is used for ‘Director duties’ only then they can be removed from the operating expenses applied in the valuation. If you follow some of these rules-ofthumb, you might just find that it makes a considerable difference to the value of your facility. You can always reach out to myself, or one of our team members if you would like to discuss the value of your facility and what you could be doing to increase it. l

WE ARE SPECIALISTS IN DESIGN AND CONSTRUCTION CONVERSIONS TOP UPS FIT OUT INSTALLATIONS

PLEASE CONTACT STEEL STORAGE TODAY WITH ANY ENQUIRIES

E sales@steelstorage.com.au T + 61 (0)7 3865 1600 www.steelstorage.com.au

IRST SYDNEY STORE SYDNEY STORE NIRST MID-2020!3 N MID-2020!3

Trusted Partner & Trusted Partner & Nationwide Brand Nationwide Brand

FIRST SYDNEY FIRST SYDNEY STORE OPENING STORE OPENING IN MID-2020! IN MID-2020!

3 3

5000+ 5000+ 40+ 50+ 24 24 40+ 50+ Customers Customers

Years Years Experience Experience

Team Team Members Members

Storage Storage Facilities Facilities

Our brand, your business. A seamless management Our brand, your A seamless service with the business. automation, expertisemanagement and experience service with the automation, expertise and experience to realise your site’s full potential. to realise your site’s full potential.

Get in touch Get in touch

1300 099 022 1300 099 022 partners@storelocal.com.au partners@storelocal.com.au Proud to be a member of Proud to be a member of

#ilovestorage #ilovestorage

SSAA WEBSITE UPDATE | 21

SSAA’s My Storage Finder and Calcumate join forces

he SSAA have joined forces with Taxibox and their SSAA 2019 award winning product in the Innovation / Business Initiative / Sustainability Award category – Calcumate. Members of the public can now utilise this offering on the My Storage Finder website to help them select the right size storage unit for their needs. The product uses 3D visualising to show how much space is required as well as how to pack the unit in the most efficient way. Calcumate is next-level in terms of functionality, interaction and features, which will make a huge difference to members businesses by improving conversions, increasing leads and, in general, providing a remarkable experience for customers.

Calcumate is next-level in terms of functionality, interaction and features, which will make a huge difference to members businesses by improving conversions, increasing leads and, in general, providing a remarkable experience for customers. Taxibox have found that one in three of their customers use Calcumate. This has saved time for them and their customers as the business has seen a significant decrease in those that drop off at the quote stage. It revolutionises the way that customers interact with the website enabling them to provide the information required to get the perfect sized storage units for their needs, plus show them the most efficient way to load it. For Members who currently have the Space Estimator available on My Storage Finder embedded in your facility's website, the site and information will stay the same, though keeping your details updated is important. If Members wish to incorporate Calcumate on their websites just contact Taxibox directly and they will explain the set up fees and ongoing costs. l

www.selfstorage.org.au

FEBRUARY APRIL / MARCH / MAY 2020 2020 INSIDER INSIDER 112 111

22 | FACILITY OF THE YEAR

2019 FACILITY OF THE YEAR – less than 150 units

STOR-MATE TAMWORTH, NEW SOUTH WALES

he team at Stor-Mate in 2018 won the SSAA Regional Facility of the Year and are winners of Facility of the Year, less than 150 units for 2019. Stor-Mate is a locally owned and independently operated self storage company in Tamworth regional NSW. A lot has happened in the last 12 months, and there have been highs and lows. The drought has had the most significant impact in the region’s economic health and confidence. Tamworth’s construction and housing market experienced a considerable decline. The effects were heavily felt across the local self storage industry. Competitors in the area have been commenting on how slow and tough they are finding it in comparison to previous years. Occupancy is averaging around 80%, and Stor-Mate increased their storage fees by 5% across the facility at the end of August last year without any detriment to the conversion rate. The business is owned by Tamworth locals Bruce and Sue Chapman and managed by their daughter Tauri Chapman.

INSIDER 112 APRIL / MAY 2020

Up until 2019 Craig Oliver (Facility Manager) handled all operations at Stor-Mate (inquiries, move-ins and outs, customer accounts, debt collection, marketing, yard and technical maintenance). Natalie Lamb joined the team as Office Administrator in February 2019, working two days a week. “Craig still takes the lead on debt collection as well as yard and technical maintenance. Natalie is a real asset to our team, with her background in administration. Her presence in the office has enabled Craig to continue his pursuit of innovation, superior-tech solutions and to find new ways to add value to the storage experience,” Tauri says. Craig has been a massive source of inspiration. In the last 12 months he has been responsible for: l Paperless office – towards the end of 2018 with the addition of a new touchscreen tablet all the checklists have been converted touch screen interaction files (even the walk around facility lock check report). All storers are encouraged to opt for a paperless sign-up process along with further communication, which has had a 95% uptake. The legal business documents that are required to

www.selfstorage.org.au

2019

SSAA

ANNUAL AWARDS FOR EXCELLENCE

WINNER

be displayed in the office are now digitally displayed on a computer screen. l Upgrade of sign-up procedure for Centrepay & Direct Debit – now all 100% electronic, using touchscreen’s in the office or emailed to the storer which allows them to type in the necessary details and sign using their touch screen devices. l Upgraded CCTV system – High Definition CCTV system run by a high-end NVR computer and 20 cameras. The system can be accessed both onsite and securely externally via the Facility Manager’s iPhone or laptop on a secure VPN. l Gate Motor Box Upgrade – In 2018, they experimented with a small gate motor cover to increase its reliability. In 2019, this was taken to a new level with a large custom-made box that enables larger backup batteries for gate operation during power outage,with temperaturecontrolled cooling fans, quality solar-powered battery recharger with a smartphone app to monitor battery levels and automatic pest spray. There has been no maintenance on the gate motor since September 2018, and the reliability has exceeded expectations. If any maintenance is needed in the future, this box will make it easier, especially in bad weather as the electronics will be covered from the rain. Craig has also been vital in forming a partnership with the community-based organisation Tamworth Family

www.selfstorage.org.au

Support Services, which among many of its roles, helps rehouse people who have experienced domestic violence and national charity Share the Dignity. In November 2018, the website was refreshed to modernise the look and feel and ready for the online portal powered by Rapidstor, which was launched in March 2019 to enable online bookings and payments. Customer service is a big point of difference at this facility, and they have carefully designed several touchpoints throughout the storer journey to help build rapport with clients. For example: l Tamworth is currently in a drought with water level restrictions now at the stage where they are unable to wash any vehicles – only windscreens. Stor-Mate now provides a bucket and windscreen squeegee for its storer’s to use weekdays 24x7. l Complimentary drinks (water, fizzy, tea, and coffee) for storers and removalists. This is actively promoted when a customer is onsite, especially when moving in or out. l Picnic area: A carefully designed safe and inviting space for families to gather while removalists or alike pack/ unpack their storage space. They recognised that families with children needed somewhere to retreat (especially on a hot day). A local sawmill was contracted to construct a timber picnic table. There is metal screening in the area and a shade sail to soften the space and provide shelter from the hot summer sun. l Free Wi-Fi onsite – via Facebook check-in. l For any storer caught short of a phone charger, there’s a loaner battery charger while they are on site. l Welcome SMS’s, and schedule in a follow up phone call after 14 days to talk to the storer and check in on their storage experience and ask for any feedback. l Stor-Mate storer’s have access to the courtesy Van (move in & out), motorised trailer mover, moving trolley + dolly, and pallet jack at no cost. Plus, forklift services to premium clients at no cost. l Craig also provides complimentary airport transfers to storers as required. So, what separates this facility from other smaller facilities across Australia and NZ? The team at Stor-Mate likes to think it is the little things – attention to detail and responsiveness to customer needs, immaculately kept facilities and efficient management and highly involved and motivated staff, which makes them worthy winners of the 2019 award. l

APRIL / MAY 2020 INSIDER 112

24 | SSAA CELEBRATING 30 YEARS

Elaine Coote, Lock Distributors SSAA Service Member since 1991. Life Member of the SSAA.

laine and Robert Coote from Lock Distributors have been Service members of the SSAA since 1991. It all started when they were invited to attend the Conference and Trade Show on the Gold Coast. 1991 was the first year the Association allowed suppliers to take part, so it was exciting for Lock Distributors to be involved. Lock Distributors was already supplying padlocks to the industry primarily to Millers Self Storage and a few other storage facilities as well, when Barbara and Les Hart suggested they attend the 1991 conference. There were only a handful of suppliers exhibiting along with Steel Storage, Space Control from the US and distributors of an accounting system that was popular at the time. From that conference, business picked up as the industry put their faith in the company. Initially, Lock

INSIDER 112 APRIL / MAY MAY 2020 2020

Distributors were resellers of locks but could see the industry growing, and they wanted to produce higher quality products, in 1992 they had their own padlocks designed. In the early days of self storage, many people thought any old lock that they could buy from the local hardware store would do, until there were a few dramas and would-be thieves quickly learned how to pick them. Lock Distributors designed locks, especially for the storage industry and being part of the association helped the business evolve into what it is today. Elaine’s husband Robert (deceased) was the first service member to become President in the year 2000 for 12 months. Initially, there were concerns from self storage owners that having a service member as president would be a conflict of interest. However, Robert never used his position to push Lock Distributors products. This approach has led future suppliers to become Board members and presidents without any product bias. During his time as president Robert oversaw additions to the Manual of Advice and Procedures which included: l Death of a Storer l Bankrupt Storer l Dealing with an insolvent company l Access on-demand l Dispute resolution, procedures and disaster prevention and recovery planning. l The trialling of Simone Hill as legal advisor l The Association magazine changed to a new format l The redevelopment of the website as an industry portal and the purchase of www.selfstoage.co.nz l New marketing brochures l Maxine Poulton was confirmed as Executive Officer Elaine recalls that every week Robert was on conference calls to members and Board Members because in those days there was someone from every state on the Board. A funny story at the time relating to Joe Barbaro from Homestead Press. He was on the Board representing the ACT and it was decided the ACT wasn't big enough to have a representative. The ACT then became part of NSW. Joe recounts the story with great humour as the day he was given the sack. Over the years there have been many changes, and Elaine said that the Association has become more and more professional. In the early days at every convention storage owners from the US were invited to attend as they were seen to have a greater knowledge of the industry. Now as the industry has grown, it can stand on its own feet and be proud of the accomplishments it has had. Most of which came from the foundation members 30 years ago. l

www.selfstorage.org.au

RegisBuilt recently handed over the latest stage for Jim’s Self Storage in Williamstown, Victoria. The latest stage was recently awarded ‘Best Expansion / upgrade 2019’ in the 2019 SSAA Annual Awards for excellence, once again proving collaboration between RegisBuilt and the owner delivers award winning facilities. For your next project, collaborate with us for a seamless design and construction project.

1300 388 224

info@regisbuilt.com.au

regisbuilt.com.au

26 | COMMUNICATIONS

101 Issues and Crisis Communications Tips on communicating with customers when problems arise. By Rebecca Smith.

hen an issue or crisis arises, the way a business handles the situation can have a positive or negative effect on its reputation. Naturally we all hope to avoid issues and the associated risks, but as we know from Australia’s recent summer of bushfires and the troubling coronavirus outbreak, you never know what’s around the corner and an issue can emerge at any time, affecting people unexpectedly and sometimes with catastrophic results. While we can’t always avoid problems from occurring, thankfully there are steps that can be taken to minimise harm to your business in the event of them. And effective communication is key to this process. The six steps below will help you to prepare for issues that could threaten your business, and to manage

INSIDER 112 APRIL / MAY 2020

communications with your customers and other important audiences so that they can be informed and reassured during the process.

IDENTIFY ISSUES

As the Scouts say—Be prepared. While you may not be able to predict when an issue will occur, what you can do is consider some of the issues that may crop up so that you can develop a plan to manage them. Ask team members across different areas of the business to help you identify potential risks to the business including weaknesses in processes that could potentially develop into issues.

PRIORITISE

Once you’ve identified some of the issues that could arise, think about how you would manage each scenario and set priorities for actions—what are

the things that need to happen first and who in the business will be responsible for each action?

PLAN

The next step is to create a plan for how you will respond to the problem or issue. l If stakeholders (customers, public, suppliers, staff) need to be notified, who will communicate with them, when will you communicate with them and what channels will you use to deliver information (e.g. email, text message, social media posts)? l Could the issue attract media attention? If so, what are the key messages you need to get across to the public? l Who will be your media spokesperson (e.g. who will the communication come from)?

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DEVELOP YOUR RESPONSE

In the event of an issue, once you have all of the information and facts in hand, it’s time to develop your response. This is the communication that you’ll share with your customers, and possibly even the media. The message you share should be sincere, factual and helpful to your customers. Even if the issue is a result of an error on behalf of your business, customers will appreciate you being up-front and committed to resolving the issue.

MONITOR

Once you’ve taken all steps to communicate the issue to your customers and any other important audiences, be sure to monitor the situation, as well as any feedback (this could be via phone calls, on your social media platforms, or email). If the issue is an emergency incident such as a fire or flood in the area, monitor radio and

other channels so you have a reliable source of information informing your customer updates.

REVIEW AND REFINE

Once the issue has been resolved, what can you learn from the situation? While you may feel ready to resume business as usual, it’s important that you find time to de-brief with staff and review what worked and what didn’t— were there gaps in your communication that you can be better prepared to manage next time? Did any of your processes or systems fail? How can they be strengthened? Remember to document your learnings so you’re better equipped should the issue arise again.

WHEN TO CALL IN THE PROFESSIONALS While the steps above offer ways to help you manage communications when an issue arises, there may be

In the event of an issue, once you have all of the information and facts in hand, it’s time to develop your response.

times when the situation calls for professional advice. That Comms Co. is the SSAA’s preferred public relations and crisis communications service for its members and is able to be engaged to prepare holding statements and customer communications as required. l For more information and advice on crisis communications support contact SSAA at admin@selfstorage.com.au or +61 3 9466 9699.

RELIABLE, HIGH SECURITY PADLOCKS FOR YOUR CUSTOMERS Lock Distributors have been distributing and developing security for self-storage since 1986. Protect your business and lock into profits using our top quality products, friendly customer service and unparalleled expertise.

AUSTRALIA Elaine Coote T 02 9890 3844 F 02 9630 5701 E sales@lockdistributors.com.au lockdistributors.com.au

High security • Pick-proof • Thousands of key changes • Range of styles

Call us today to find out about a FREE display stand.

NEW ZEALAND Sharon Heuvel T 0508 LOCKED E info@lockdistributors.co.nz lockdistributors.co.nz

28 | 2020 AWARDS FOR EXCELLENCE

SSAA 2020 AWARDS FOR EXCELLENCE TIPS & TRICKS NOMINATIONS ARE

OPEN!

The SSAA Awards for Excellence have been recognising business excellence for several years and honouring the very best in the industry.

PREPARE AND SUBMIT A STAND-OUT NOMINATION TELL YOUR STORY This is your chance to impress the judges with your business story and share your achievements. Provide examples so the judges understand your business journey. __________

INVOLVE YOUR TEAM

This year, the SSAA is celebrating its 30-year anniversary and we encourage you to participate, showcase and celebrate your achievements.

Brainstorm ideas with your staff and get them involved in the process. __________

WHO CAN SUBMIT A NOMINATION?

LET YOUR PERSONALITY SHINE THROUGH

Any SSAA current financial member may submit a nomination. Members who wish to submit their nomination are reminded to read the guidelines and eligibility in the Terms and Conditions on the Nomination Form. A 2020 Awards for Excellence nomination package will be available on the SSAA members portal providing information you will need to guide you in preparing and submitting a valid nomination.

AWARD CATEGORIES l Facility of the Year less than 150 units l Facility of the Year between 150 and 500 units l Facility of the Year more than 500 units l Best Expansion/ Upgrade l Manager of the Year l Service Member of the Year l Innovation/Business Initiative/Sustainability Award l Community Engagement

BENEFITS OF ENTERING THE AWARDS Entering the SSAA Awards for Excellence provides opportunities to: l Showcase your business, thereby raising your business profile in the region l Gain recognition for your business endeavours l Build a reputation for excellence inside and outside of your industry l Benchmark your business year on year and against other businesses in your area and industry l Improve employee engagement by involving your employees in the entry process l Boost staff morale through successes and wins in your business.

Your business is your passion; let that jump off the page and captivate the judges. __________

PROOFREAD Have someone read over your submission and give you feedback. __________

SUBMIT YOUR NOMINATION You must complete and submit your application on a Word document format by email before the deadline. Incomplete nominations and not in the advised format will not be submitted to the judges. __________

ATTACHMENTS As part of your nomination you are required to attach the appropriate format of your business logo and hi-res images and/or video. This is important as the images will be used to showcase your nomination in the Insider magazine.

> HEAD TO THE SSAA WEBSITE TO SUBMIT YOUR APPLICATION VIA THE MEMBER LOGIN

INSIDER 112 APRIL / MAY 2020

www.selfstorage.org.au

COVID-19 MINIMISE THE RISK | 29

CORONAVIRUS – how can you minimise the risk?

ith the cooler weather not far away the risk of COVID-19 and other flu and cold like illnesses will increase. Here’s a few handy hints to keep your facility as germ free as possible: l Don’t tough it out – if you are sick, think about everyone around you. A sniffle for you, might be the flu for them. Stay at home. The team will thank you for it. If you are the only one around, try to minimise your contact with anyone. l Ensure you cover your nose and mouth when you sneeze, use tissues and dispose of them immediately. Maintain at least 1 metre distance between yourself and anyone who is coughing or sneezing.

l Have a flu shot and encourage everyone you work with and are surrounded by, to have one too. l Hands touch many surfaces and can pick up viruses. Once contaminated, hands can transfer the virus to your eyes, nose or mouth. From there, the virus can enter your body and can make you sick. l Do you have any hand sanitiser around? Keep it on your front desk, in your bathrooms, use it regularly after touching things. Sanitise your trolley handles, your door knobs, keyboards that you share – look around at anything that might have the potential to

spread germs. Clean them and clean them regularly. Encourage customers to do the same, offer them some sanitiser wipes as they enter your facility. l Stay informed on the latest developments about COVID19. Follow advice given by your healthcare provider, your national and local public health authority on how to protect yourself and others from COVID-19. l National and local authorities will have the most up to date information on whether COVID-19 is spreading in your area. They are best placed to advise on what people in your area should be doing to protect themselves. l

new standard storage agreement* now available! *only available to financial members

putting ink on paper since 1977 3 Paterson Parade Queanbeyan NSW 2620 PO Box 624 Fyshwick ACT 2609 tel: 02 6299 4500 email: printing@homesteadpress.com.au SSAA SERVICE MEMBER SINCE 1999

www.homesteadpress.com.au

30 | COMMUNITY ENGAGEMENT AWARD WINNER

2019

SSAA

COMMUNITY ENGAGEMENT AWARD WINNER 2019

ANNUAL AWARDS FOR EXCELLENCE

WINNER

STORAGE KING ROLLESTON, NEW ZEALAND

torage King Rolleston has several events that they support each year that range from Colour runs to School fundraisers. The one event they do annually is a ‘Blue Do’ to raise funds for Prostate Cancer, which they have run for the past two years (the facility has only been open for 18 months) and they have raised over $12,000. With both ‘Blue Do’s’ there was over 200 people in attendance and each year it is getting bigger and bigger. That is just the tip of the iceberg for Storage King Rolleston (SKR) and what made them worthy winners of the Community Engagement Award. They also sponsor several different sporting codes in the area which includes rugby, rugby league, football, netball, softball, baseball and hockey teams. The main focus is to enable young kids to get into sport, education and have fun! The SKR team tries to get to two events per weekend or week (where possible) to stay visible within the community as the representatives of the business. Supporting the community is not just donating money and having signage; it’s a people thing as well. By having someone there each week ensures that the sponsorship agreement is honoured, for example – by checking that the signage is displayed correctly. It’s a relationship between two parties for a mutual benefit so the sporting clubs must be giving as much return as possible. Each sporting event is different, and by attending, they can check that the signage, flags, uniform and giveaways are all scaled appropriately to the attendees. SKR have found that the promotional strategy has to be a delicate balance, so the community views it as support and that SKR isn’t only using this support as an advertising platform. They feel that have the balance right by the feedback they receive from people

INSIDER 112 APRIL / MAY 2020

Supporting the community is not just donating money and having signage; it’s a people thing as well.

www.selfstorage.org.au

and from customers when they walk in and say “ohhh, you guys sponsor our rugby team aye?” (aye = kiwi speak for yes) And that is precisely what the SKR team want to hear! When you are in a small community, being meaningful is important. For Storage King Rolleston, advocating for the health and safety of children is also important and they help by sponsoring schools health and safety portals. They are currently assisting Lemonwood Grove School, and are currently working with other schools to put a package together and potentially roll it out across the greater Rolleston area which includes up to seven schools.

www.selfstorage.org.au

At the school, visitors use an iPad or tablet to sign in each time they arrive. SKR have an advertising banner on the welcome screen, and every time someone signs in and out at the school visitors see the banner. This advertising is in exchange for paying for their sign in and out software. In addition they also receive acknowledgement at school assemblies, signage on school fencing and in newsletters that go out to parents. Plus they are also on the school website as ‘Friends of the School.’ Another sponsorship opportunity came from a local school working on a Self-Sustainability project which allowed them to remain sustainable without needing to rely on anyone else. However, sustainability does cost and the school required funds to kick start the project. SKR donated $1,000 and went along to the schools assembly and spoke to the children. They talked about the importance of all business, schools and organisations having a closer look at how they do things and what they can do better to protect the environment. From this, SKR received some fantastic publicity in the local newspaper, enewsletters and on social media for being one of the few local businesses to support the initiative to make NZ greener! Storage King sees the benefits daily from being involved with the community. It ensures the locals know who they are, what they do, and raising the ‘King-doms’ profile in the Selwyn District. Supporting local sports teams that have parents, grandparents, aunts, uncles and siblings, gives the business reach across a broad range of local people, all of who shop locally, are passionate about spending in the district and supporting those who support them. From internal research, SKR has ascertained that 30% of people who walk through the door is from their presence in the community. Then getting them to sign on the dotted line relies on how well the team perform once they are there. Due to this great success, they are always actively looking for ways to ensure their presence is felt across the district and every single resident understands that when the time comes for them to need storage, Storage King Rolleston is the only way to go! l

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32 | THINK BENEFITS NOT FEATURES

How to differentiate your facility– think benefits not features! Promoting your benefits & advantages using the Ultimate List of Facility Features.

n a crowded marketplace, you need to find what makes your facility genuinely unique, special and different and promote it widely to all your prospects during the sales process. Otherwise, your facility is no different; it’s just a commodity without any redeeming features and ends up competing mostly on price. Every storage facility has a range of unique features that help differentiate it from competitors. Your role is to find, know and promote the relevant features and turn them into clear advantages and benefits. It’s time to turn your facility features into advantages and benefits. You want to sell the sizzle, Not the sausage to promote the benefits that differentiate you from your competitors. STEP 1 – Brainstorm with your team to identify all your facility features and the best ones. STEP 2 – Identify how each feature is an advantage or benefit to your prospect or repeat client. STEP 3 – Explain the real benefit to your prospects – using “which means”, “that means” or “because”. For example here are some phrases clearly explaining the facility’s benefits “We have air-conditioning which means your goods will keep cool on those humid days” (unlike our competitor who has evaporated cooling) “We have a drive-in service which means you don’t have

INSIDER 112 APRIL / MAY 2020

to carry your items from the car (unlike our competitor that has trolleys and a lift) Also, remember that a feature is only a benefit if it meets that client’s needs. For example, having a 6m x 3m space for a client may not be a benefit to clients with only 4m x 3m of goods. So make sure you talk about benefits when describing or showing prospects around your site. Promote your benefits – not just all your features.

www.selfstorage.org.au

POPULAR FEATURES l Location l Security cameras l Back to base alarm monitoring l Secure perimeter fencing l Undercover loading bay l Goods hoist l Passenger and goods hoist l Various sizes l Box shop l Padlock for sale l Wide driveways l Restrooms l Handicap toilets and access l Climate control l Good signage – easy to find l Wifi access l Piped music l On-site manager

A STORY WITH A SAD ENDING FOR A FACILITY

THE ULTIMATE LIST OF FACILITY FEATURES

“A few years ago we were looking to store some goods, so we had an inspection tour around a very nice storage facility. A pleasant site manager was escorting the tour. I was genuinely amazed as she went on and on pointing out the obvious – every single feature of the facility. “There is a window, that’s an air conditioner, that’s a tree, here is the gate.” At no point did she ask any questions to find out what our needs were and explain the specific and relevant benefits of what she had to offer. Sadly, no sale was made by that person. Remember – don’t tell them everything you know, tell them what they want to know and need to know. Most people struggle to remember more than three key things about your facility.

l You and your team need to turn these facility features into advantages & benefits! l “We have (feature) which means you can … (benefit)” l “We have (feature) so that you can … (benefit)” l “We have (feature) because… (benefit)” You probably realise when you think about it, that your facility has many great features and the key is to work out the benefits that go along with those. Start a list today, there will be many benefits for each of the features listed here. Then that becomes the foundation of your marketing and sales strategy which can be cross promoted, on your website, in your marketing brochures, during phone and email enquiries and especially during the site inspections. l

www.selfstorage.org.au

APRIL / MAY 2020 INSIDER 112

Leading supplier of

GOODS HOISTS FOR SELF STORAGE

Call us today on

1800 244 787 Pleased to announce our Principal Partnership with Self-Storage Association of Australia

sales@southwell.com.au www.southwell.com.au

OHS | 35

Safety Champion GOES FREE Action OHS Consulting, the SSAA’s Health and Safety Provider has launched a free version of their health and safety software Safety Champion. This is a first of its kind.

he Safety Champion GO FREE plan has been designed to provide all businesses with ready access to health and safety software. What this means for SSAA Members, is that combined with the SSAA Health & Safety Handbook that was released October 2019, accessing the Safety Champion GO FREE plan will assist our member base to work towards addressing their legislative health and safety duties. The 4 integrated modules, in addition to reporting and analytics that are included within the Safety Champion GO FREE Plan include: l Incident reporting

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FUN FACT: The GO FREE Plan is a first in the safety software space. Since its release, and as of January 2020, sign-ups are approaching 500 and counting, across over 35 countries. l Hazard reporting and corrective actions l Inspections l Safety Plan/Calendar To sign-up, visit the Safety Champion website and select on the orange “Sign-up Free” button in the top right corner of their homepage. To visit: www.safetychampion.com.au On signing-up, your access credentials will be automatically sent to your email, along with the 10 help tutorial videos; all three-minutes in length. It’s that easy to get started. This is a fantastic initiative by one of our partners, which I would encourage all SSAA members to consider. l

Want to find out more? Check out the Member Services Portal or contact the SSAA OHS Help Desk via admin@selfstorage.com.au Australia: 1800 067 373 New Zealand: 0800 444 356

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36 | HR HELP DESK

Coronavirus FAQ’s By Cath Grawe, HR Central Communications Officer

t the time of printing this article, the Coronavirus disease (COVID-19) had been declared a global health emergency by the World Health Organisation, with over 100 confirmed cases in Australia. This has caused panic for many and that has invariably spread into the workforce. Understandably many of our clients have concerns or uncertainty around employee management during this time, and as a result this document is based on the questions that have been asked to us and that may be relevant to you and your business. If you have a question that is not addressed in this article or the secondary article ‘Safeguarding Your Workplace from Coronavirus’, please do not hesitate to get in touch with HR Central at any time.

What are the symptoms of Coronavirus? The main symptoms include (but are not limited to): l Fever l Flu-like symptoms such as coughing, sore throat and fatigue l Shortness of breath However, it is important to be aware that some people may have the virus but display no symptoms.

What if one of my employees has cold and flu symptoms? Ensure that your employee does not attend the workplace. Your employee should be directed to seek medical advice immediately. Any employee who takes time off on sick leave should obtain a medical certificate clearing them to return to work.

What if one of my employees has recently returned from overseas, or has been in contact with someone who has Coronavirus?

INSIDER 112 APRIL / MAY 2020

At this stage the outbreak of the Coronavirus is most prevalent in the following countries: l Mainland China l Iran l Italy l Republic of Korea (South Korea) l Cambodia l Hong Kong l Indonesia l Japan l Singapore l Thailand If an employee has returned to Australia from any of these countries, or has been in contact with someone who has the virus, they should not return to work until they have sought a medical certificate clearing them to return to work. This may mean that they will need to self isolate / quarantine for a period of time.

What if one of my employees needs to self isolate/quarantine? If the employee has been advised to self-isolate/quarantine by a medical authority, but is not presenting with any symptoms (i.e. they are not sick), the employee must continue to be paid as normal. Discuss with your employee the possibility of working from home. If this is not an option your employee may agree to treat the absence as annual leave or long service leave. If your employee has contracted the virus or is required to care for a family or household member who has contracted the virus, they should be entitled to take personal leave for any absence from work. It is advisable that the employee provide you with a medical certificate clearing them to return to work. If your business is doing it tough l Ask your employees if they would consider cutting back their working hours temporarily.

l Ask your employees if they would like to take some of their annual leave l Cut back on casual staff. l Speak to your financial institution about support. It is also highly recommended that companies stop or limit work related international travel. If international travel cannot be avoided, ensure that the employees are briefed by a qualified medical practitioner and check the travel advice from the Australian Government/Country Authority of which they are travelling to. Direct your employees to declare any upcoming travel.

What about casual employees? Casual employees are not entitled to sick leave. If a casual employee has been diagnosed with Coronavirus and has returned from travelling from an at-risk country, or has been exposed to someone with the virus, you are not required to offer any additional payment. However they should also adhere to the above self-isolation/ quarantine should they be at risk or have the Coronavirus, and they too should only return to your workplace once they have obtained a medical certificate clearing them fit to return.

Safeguarding your workplace against Coronavirus All employers should be taking precautions to manage their business’ and employees’ exposure to health and safety risks arising from the Coronavirus (COVID-19) outbreak. In safeguarding your workplace from the Coronavirus (COVID-19), HR Central recommends: l Encouraging all employees to wash their hands regularly, in particular if they have travelled on public transport or have been in contact with members of the public. It has been reported that handwashing

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SSAA SERVICE MEMBER PROFILE | 37

regularly with soap and water can decrease the risk of spreading / catching COVID-19 significantly. l Suggest that employees limit hand shaking and physical contact; l Ensure you provide soap, tissues, hand sanitizer (particularly at the entrance of your business) and paper towels available for employees and guests to use; l Ensure tea towels are laundered frequently; l Ensure common areas are cleaned and disinfected frequently; l Encourage employees to wipe down keyboards, telephone handsets, etc; l If employees do sneeze or cough, encourage them to do so into a tissue, which is disposed of promptly and to cough in to their elbow. l Limit face to face external meetings and event attendance where possible. Please call 1300 717 721 if you have any further questions. The above is advisory in nature and based on the latest available information. This information is subject to change at any time. l

If you would like any further information or check sheets on: Underpayments | Whistleblower Policy content (and why) or a copy of the NES, call the SSAA Helpdesk 1300 017 722.

Advice. Awareness. Connect. Collaborate.

HR HELPDESK 1300 01 SSAA / 1300 017 722

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NEW SERVICE MEMBER – AUSTRA ENERGY Founded by a group of renewable energy professionals and enthusiasts, Austra Energy is a reliable supplier of solar energy products and services across Australia. With offices in Melbourne, Sydney, and Brisbane, Austra Energy works closely with the industry’s expert manufacturers in bringing high-quality solar products alongside technical expertise and outstanding customer service. At Austra Energy, they are proud to be working with the best solar energy professionals in developing energy projects of all scales across Australia. As such, they are contributing to the Renewable Energy Target set by the Australian Government while providing a green future for generations to come. Services Provided: l Project consultants small & large scales. Develop small, large and utility-scale projects in the solar energy sector. l Products, service & support. Supply, distribute and service all products required for the development of solar energy projects. l Products plan development. Develop project plans with realistic financial estimates for end-user customers. l Construction & maintenance. Develop and construct solar energy projects and provide ongoing maintenance of these assets. Accredited with ISO 9001 (Quality), ISO 14001 (Environmental) and ISO 45001 (Safety) For SSAA members, they offer no-obligation feasibility studies to assess your business’s suitability to install solar energy systems. Austra Energy ascertains an understanding of your electrical usage profile, business operations and the roof conditions of your storage facility. With the ongoing reduction of costs on a global scale, you may be suitable for Zero Upfront Cost offer for installing a solar energy system. Please feel free to contact them to kick start your Solar Feasibility Studies today! Make sure you quote or mention “SSAA member” when you contact them. Ph: (03) 9314 4746 Email: info@austraenergy.com.au Website: www.austraenergy.com.au

APRIL / MAY 2020 INSIDER 112

DEAR LEGAL HELP DESK Q

Can a check box be used to enter into a storage agreement rather than a signature?

(Australian Members):

A signature is required to enter into an agreement. We do not recommend allowing individual storers to enter into an agreement with a Facility without a signature and without viewing an ID and confirming that the person entering into the agreement is the same as the person on the ID. Agreements that have been formed without a signature and without proof of ID are not necessarily invalid. However, a Facility does open itself up to risk. If a dispute arises, it becomes difficult for the Facility to establish that: l the storer accepted the terms and conditions of the contract; l that the person entering into the Agreement was indeed the storer; and l the storer had authority to enter into an agreement and to be bound by it. Where a storer is signing on behalf of themselves (i.e. not on behalf of a company), an electronic or digital signature can be provided. It is however important to ensure that the identity of the person signing is verified to avoid any fraud. This can be done for example, by comparing the electronic signature to the signature on the ID collected We do not recommend that Facilities allow companies to sign up to agreements with electronic or digital signatures. The Electronic Transactions Act 1999 excludes from its operation the Corporations Act 1989 and Corporations Law. As a result, there remains considerable contention in

INSIDER 112 APRIL / MAY 2020

legal circles as to whether an electronic signature is valid when a company signs a document. As such we recommend that a handwritten signature always be obtained from a company entering into a storage agreement to ensure that it is a valid company execution under the Corporations Act 1989. It is mandatory for Facilities to check the ID of the person signing up to the Agreement (a licence is sufficient) and make a copy of the ID for the file. The Facility needs to ensure that it knows the identity and contact details of the storer who is entering into an Agreement with them. In the event of default, if you don’t have any contact details or you have incorrect or incomplete details, the default can become very difficult to enforce, and the facility is placed at risk. An electronic checkbox can be used to confirm that a storer has accepted a quote or accepted terms and conditions (and has had the opportunity to read them). We do however recommend that an autoresponder email to the storer is also sent confirming the acceptance or attaching an electronic copy of the terms and conditions to ensure that the storer has a copy of the confirmation of terms and conditions. It is our recommendation that a Facility always requests a signature from storers when entering into an Agreement.

(NZ Members):

The position is a bit different in New Zealand. In New Zealand, a tick box or an “I Accept” button (these

qualify as “electronic signatures”) can be used for storage agreements – for both individuals and companies. As with Australia, electronic signatures do pose some risks to Facilities. These risks need to be weighed against the commercial benefits of modern technology which allow electronic sign up systems. If used, processes should be put in place to mitigate the risks. Electronic signatures are electronic methods of identifying a person and indicating their acceptance of a contract e.g. pasting an image of your handwritten signature into a document, typing your name by keyboard in place of a signature, signing your name with a stylus, clicking ‘I Accept’ etc. These methods generally do not have the same integrity as handwritten signatures, but they still operate to indicate acceptance of a contract. Of course, even handwritten signatures can be forged. The main points to keep in mind when using these forms of electronic signatures for storage agreements are: Facilities still need to check the ID of the person signing the storage agreement and follow the usual identification processes. By identifying the storer / signatory – preferably in person – risks are managed as it is far harder for a person to deny they have signed a storage agreement when they have then presented themselves in person. Your processes could extend to verifying with the individual that he or she is the person who signed online. Do not pre-tick the boxes and make it very clear that the tick/click operates as acceptance of the terms. Best practice is to ensure that customers cannot click ‘accept’ or tick

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DEAR LEGAL HELP DESK | 39

the box until they have scrolled through all the terms – rather than just ticking the box but only seeing a few lines of the terms and conditions. The Storer should always be sent a copy of the agreement it has signed (whether by hand or electronically). We also recommend they are sent copies of any policies they are required to comply with e.g. Facility code of conduct, health and safety. Another form of electronic signature is to require the customer to sign their name with a stylus or to type their name in a signature panel. This has the added benefit of identifying the person who has accepted the terms. We recommend you get legal advice if you are considering using electronic signatures.

Family members of the deceased Storers believe the will is in the storage unit and seek to obtain an access. The ACP has keys but not unit number or the PIN for the unit.

(Australian Members):

On the death of a Storer, only the executor/administrator of the estate is legally entitled to deal with goods in the storage unit. The executor/ administrator may or may not be a family member. We recommend a Facility: 1. request a copy of the storer’s death certificate; 2. to assist the ACP in obtaining access to the storage unit to search for the will under the supervision of someone from the Facility and the ACP cannot remove any items from the storage unit; Once the search is undertaken the storage unit is to be locked. When a copy of the will is provided to the Facility, the Facility can then liaise with the executor. In the event that a will is not found, the deceased’s family will have to apply for letters of administration to have an administrator appointed. That person can stand in the shoes of the

deceased and access the storage unit on behalf of the deceased’s estate.

(NZ Members):

The position in NZ is essentially the same as for Australia. The approach suggested for Australia to allow the ACP access to search for a will is an option that a facility could permit. The facility should exercise care in doing so to avoid assisting someone to get access who may not be entitled to access. The identification of the person claiming to be ACP should be checked, and it would be prudent to get the request from the ACP in writing. You may wish to consider requiring a letter from the deceased’s lawyer to back up the request. Of course, the ACP, and not the facility should unlock and relock the storage unit as you do not have access to the unit.

Storer ‘s goods have water damage and the Storer has no insurance. Storer made a complaint with Consumer & Business Services. One of their representatives advised that the terms of the Standard Agreement may be in breach of s 151(1)(m) of the ACL. Question: Can you please advise if there is any standing with this or any precedence on record with the association for this being the case.

(Australian Members):

Section 151(1)(m) of the Australian Consumer Law prohibits the making of a false or misleading representation about the existence, exclusion or effect of any condition, warranty, guarantee, right or remedy. The Standard Self Storage Agreement is not in breach of this provision. The Agreement specifically outlines that the Facility’s services “come with non-excludable guarantees under consumer protection law” and only excludes any liability of the Facility “to the extent permitted

by law”. The Standard Self Storage Agreement is not misleading nor deceptive in the exclusion or existence of certain guarantees.

(NZ Members):

A similar situation applies in New Zealand. If the Storer is a consumer, certain guarantees and rights under New Zealand consumer law (i.e. the Fair Trading Act and the Consumer Guarantees Act) automatically apply regardless of what the storage agreement says. However, the New Zealand storage agreements do not (and cannot) exclude these nonexcludable guarantees and rights. Whether the facility has breached the consumer’s rights is a question that would turn on the facts of what has caused the damage.

If we do not offer insurance at our facility can we amend the insurance section of the Agreement?

(Australian Members):

(NZ Members):

There is no obligation on the Facility to offer insurance. As such, the Facility may amend the Agreement to remove ‘Option 1’ which would then read as follows: “INSURANCE: (SELECT ONE BY CROSSING OUT OTHERS) 1. I have adequately insured the value of the Goods with my own insurance company or broker who is…………………………………………………. 2. I have not insured the value of the Goods with any insurance broker or insurance company. I elect to self-insure and take the risk of loss or damage to the goods stored. Storer’s Signature: __________ __________________________”

Likewise, there is no obligation in New Zealand for Facilities to offer insurance. Facilities can make a similar amendment to the one suggested in the Australian response above. l

Disclaimer: The information contained in these answers is of a general nature and is not intended as legal advice. It is important that you seek legal advice that is specific to your circumstances. Please refer to the SSAA’s website for more information on the SSAA’s Legal Help Desk.

www.selfstorage.org.au

APRIL / MAY 2020 INSIDER 112

40 | TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY AD-TECH Security Adrian Rostirolla T: 1300 30 60 90 E: sales@ad-tech.com.au www.ad-tech.com.au –––––– AlarmQuip Security Systems Evan Richardson T: +61 7 5492 3242 E: evan@alarmquip.com.au www.alarmquip.com.au –––––– PTI Australasia Pty Ltd Ben Parsad T: +61 7 3216 5524 E: sales@ptiaustralasia.com www.pti.com.au –––––– QueAccess Pty Ltd Kevin Hannagan T: +61 488 279 918 E: kevin@queaccess.com.au www.queaccessw.com.au –––––– Sentinel Australasia Jason Keane T: +61 3 9988 2035 / 1300 852 117 E: jason@storagesecurity.com.au www.storagesecurity.com.au

ANCILLARY SERVICES PACKAGING VISY BOXES & MORE Ralph Inglese T: +61 3 9554 5600 E: vbm_vic@visy.com.au www.visyboxesandmore.com.au Branches across Australia and New Zealand

CLEANING Sweepers Australia Michelle Maxwell & Vaughan Rose T: +61 3 9562 7533 E: michelle@sweepersaustralia.com.au www.sweepersaustralia.com.au

FREIGHT Jetta Excess Baggage Pty Ltd Lyle Honess T: 1300 300 688 E: sales@jetta.com.au www.jettaexcessbaggage.com.au

LOCKS ASSA ABLOY Peter McLean T: +61 2 8745 7016 E: peter.mclean@assaabloy.com www.assaabloy.com.au –––––– Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au

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PRINTING Homestead Press Joe Barbaro T: +61 2 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au

STORAGE AUCTION iBidOnStorage Brennan McLoughlin T: +61 2 4302 0605 E: info@ibidon.com.au www.ibidonstorage.com.au

TELECOMMUNICATION URL Networks Ashley Breeden T: 1300 331 178 E: support@url.net.au www.url.net.au

DESIGN & CONSTRUCTION STORCO STORAGE SYSTEMS Jonathan Layton T: +61 2 6391 2800 E: jonathan.layton@storco.com.au www.storco.com.au UNIVERSAL STORAGE CONTAINERS (USC) Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com A-Line Construction Jerry Garton T: +64 1 1242 0063 E: jerry@alineconstruction.co.nz www.alineconstruction.co.nz Austra Energy Project Kek Koh T: +61 3 9314 4746 E: info@austraenergy.com.au www.austraenergy.com.au –––––– Beach Construction NSW Pty Ltd Skye Reardon T: +61 2 9550 9199 E: sreardon@beach.com.au www.beach.com.au –––––– B & D Australia James Tyson T: +61 7 3883 0248 M: +61 417 702 636 E: james.tyson@bnd.com.au www.bnd.com.au –––––– Corporate Construction Group Matthew Moulsdale T: +61 2 9231 3691 E: admin@corporateconstruction.com.au www.corporateconstruction.com.au –––––– G&M Stor-More Michael Watson T: +61 2 4733 5048 E: michael@gmstormore.com.au www.gmstormore.com.au

Gliderol Garage Doors Tom Ainscough T: +61 8 8360 0000 E: tainscough@gliderol.com.au www.gliderol.com.au –––––– Kiwimark Construction Ltd Travis Morgan T: +64 7 576 5494 T: +64 7 576 5491 E: travis@kiwimark.net.nz www.kiwimark.net.nz –––––– RegisBuilt Group Anthony Regis T: 1300 388 224 E: anthony.regis@regisbuilt.com.au www.regisbuilt.com.au –––––– Steel Storage Pty Ltd Stephen Boxall T: +61 7 3865 1600 E: sales@steelstorage.com.au www.steelstorage.com.au –––––– Storcad Pty Limited Javier Rezzonico T: +61 447 566 988 E: info@storcad.com.au www.storcad.com.au –––––– Taurean Door Systems Adrian Valente T: +61 3 9721 8366 E: adrian.valente@taureands.com.au www.taureands.com.au –––––– Total Construction Pty Ltd Steven Taylor T: +61 2 9746 9555 E: stevet@totalconstruction.com.au www.totalconstruction.com.au –––––– Vulcan Fire Engineering Ltd Gillian Stopford T: +64 216 38844 E: gillian@vfe.co.nz www.vfe.co.nz

FINANCIAL SERVICES Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au

HR SERVICES HR Central Cath Grawe T: 1300 717 721 E: cath.grawe@hrcentral.com.au www.hrcentral.com.au

INSURANCE SERVICES AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: +61 2 9253 8350 www.aon.com.au/storage –––––– AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com www.aon.co.nz

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TRADE DIRECTORY | 41 Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au –––––– Wallace McLean Ltd Insurance Brokers and Risk Advisers Simon Keenan T: +64 9 358 7233 E: simon@wallacemclean.co.nz www.wallacemclean.co.nz

LEGAL SERVICES Hunt & Hunt Lawyers Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au www.hunthunt.com.au

LIFTS & HOISTS SOUTHWELL LIFTS AND HOISTS David Head T: +61 2 4655 7007 E: sales@southwell.com.au www.southwell.com.au Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au www.safetech.com.au

MANAGEMENT SERVICES Kennards Self Storage Management Services Fiona Harding T: +61 2 9764 9815 E: fiona@kss.com.au www.kss.com.au –––––– Pioneer Performance 1/1 Pioneer Avenue Tuggerah 2259 NSW T: +61 438 021 944 E: admin@pioneerperformance.com.au www.pioneerperformance.com.au –––––– Storage King Management Services Martin Richards, Australia/ New Zealand T: +61 2 9460 6660 E: martin@storageking.com.au www.storageking.com.au –––––– StorAssist Sally Chodan T: +61 403 533 640 E: sally@storassist.com.au www.storassist.com.au –––––– StoreLocal Mark Greig T: 1300 099 022 E: partners@storelocal.com.au www.storelocal.com.au

OHS SERVICES OHS Action Consulting Craig Salter T: +61 409 772 499 E: craig.salter@actionohs.com.au www.actionohs.com.au

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REAL ESTATE & VALUERS Box Commercial Estate Agents Robert Stanley-Turner T: +61 4 1898 2000 E: rob@boxcom.com.au www.boxcom.com.au –––––– Colliers International Holdings (Aust) Ltd Dylan Adams T: +61 2 9257 0222 E: dylan.adams@colliers.com www.colliers.com.au –––––– Collins & Associates Malcolm Collins T: +61 3 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com –––––– Fallon Valuers Martin Fallon T: +61 3 9674 0374 E: martin@fallonvaluers.com.au www.fallonvaluers.com.au –––––– Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au –––––– Jones Lang LaSalle Paul Ben-Nathan T: +64 9 366 1666 E: paul.bn@ap.jll.com www.ap.jll.com –––––– m3property Strategists Jeremy Hoffman T: +61 7 3620 7912 E: jeremy.hoffman@m3property.com.au Ross Perkins T: +61 7 3620 7901 E: ross.perkins@m3property.com.au www.m3property.com.au –––––– Urbis Linda Sharkey M: +61 410 902 116 E: lsharkey@urbis.com.au www.urbis.com.au

SOFTWARE SOLUTIONS EZIDEBIT T: +61 7 3124 5500 E: sales@ezidebit.com.au www.ezidebit.com STORMAN AUSTRALIA Andy Shaw T: +61 7 3319 1522 E: sales@storman.com www.storman.com

Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au www.centreforceit.com.au –––––– Podium Level 22, 120 Spencer Street Melbourne 3000 VIC T: +61 478 180 191 E: taylor.cutler@podium.com www.podium.com –––––– Sitelink Michael Dogger, General Manager T: +61 7 3889 9822 E: support@sitelinksoftware.com.au sitelinksoftware.com.au

STORAGE CONTAINERS BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.aimhire.com.au –––––– Flex Box Ltd Lene Nielsen T: 852 2881 0856 E: ln@flex-box.com www.flex-box.com –––––– Quickbuild Containers & Sheds Phil Tindle T: +64 7 9250394 E: sales@quickbuild.co.nz www.quickbuild.co.nz –––––– Havener Enterprises Alan White T: +1 815 935 8383 E: alan@havenerent.com www.portablestoragebox.com –––––– Royal Wolf Trading Craig Baker T: +61 2 9482 3466 E: removals@royalwolf.com.au www.royalwolf.com.au

WEBSITE DESIGN Big Budda Boom Pty Ltd Andy Pudmenzky T: 1300 660 937 E: info@bigbuddaboom.com.au www.bigbuddaboom.com.au –––––– R6 Digital Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6digital.com.au

STORMAN NEW ZEALAND Andy Shaw T: +64 9 280 3393 E: sales@storman.com www.storman.com

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42 | NEW MEMBERS FACILITY MEMBERS Anytime Storage 3 Owen Tucker Lane Margaret River 6285 WA T: +61 8 9731 7000 E: boustow@bordernet.com.au –––––– Gympie Regional Realty 5 Ray Street Gympie 4570 QLD T: +61 7 5482 1611 E: rentals@gympieregionalrealty.com.au –––––– Instant Space Self Storage 205 Krugar Parade Redbank Plains 4301 QLD T: +61 7 3435 7752 E: admin@instantspaceselfstorage.com.au –––––– Lisarow Self Storage 908 Pacific Hwy Lisarow 2250 NSW T: + 61 2 4329 4233 E: lisarowselfstorage@hotmail.com –––––– Normanville Self Storage 10 Edwards Avenue Normanville 5204 SA T: +61 8 8558 3100 E: brucespilsbury@tpg.com.au –––––– Saddle Park Storage 11 Saddle Court Leanyer Darwin 0812 NT T: +61 8 8927 0594 E: saddlepark@hotmail.com –––––– The Storage Hub 262 Snodgrass Road Whakamarama 3174 NZ T: +64 27 389 7643 E: jude@thestoragehub.co.nz

The Wine Auction Room 16 Virginia Avenue East Eden Terrace 1021 Auckland NZ T: +64 21 640 266 E: reece@wineauctionroom.co.nz –––––– Xtreme Storage 15 Meek Street New Gisborne 3438 VIC T: +61 429 105 707 E: xtremestorage@outlook.com.au

SERVICE MEMBERS Pioneer Performance 1/1 Pioneer Avenue Tuggerah 2259 NSW T: +61 438 021 944 E: admin@pioneerperformance.com.au –––––– Podium Level 22, 120 Spencer Street Melbourne 3000 VIC T: +61 478 180 191 E: taylor.cutler@podium.com

ADDITIONAL FACILITIES Cheap Storage 43 Wookey Lane Kumeu Auckland NZ T: +64 2 2068 9533 E: info@cheapstorage.com –––––– Kennards Self Storage Mile End 11 James Congdon Drive Mile End 5031 SA T: +61 8 8450 2858 E: mileend@kss.com.au

Storage Aus Kwinana 34 Seabrook Way Medina 6167 NT T: +61 457 145 559 E: accounts@storageaus.com.au –––––– Storage King Brookvale 628 Pittwater Road Brookvale 2100 NSW T: +61 2 9167 7346 E: brookvale@storageking.com.au –––––– Storage King Chirnside Park 272 Maroondah Highway Chirnside Park 3116 VIC T: +61 3 9909 5186 E: chirnsidepark@storageking.com.au –––––– Storage King Northlakes Lot 3 Kings Court Northlakes 4509 QLD T: +61 1800 100 700 E: northlakes@storageking.com.au –––––– Storage King Rosedale 10-12 Rothwell Avenue Rosedale 0632 Auckland NZ T: +64 0800 220 210 E: rosedale@storageking.co.nz –––––– Storage King Rutherford 103 Racecourse Road Rutherford 2320 NSW T: +61 2 4932 9933 E: rutherford@storageking.com.au –––––– Storage King Stafford 15 Babarra Street Stafford 4053 QLD T: +61 7 3905 3255 E: stafford@storageking.com.au

Code of Ethics The Self Storage Association of Australasia’s Code of Ethics are fundamental to the values of the SSAA and essential to achieving its mission to lead the storage industry in Australasia by promoting the highest standards of ethics and professional excellence for the ultimate benefit of all members and customers.

4. Members will undertake to report any suspected criminal activities to the relevant authorities.

As a SSAA member, you are required to follow the Code.

6. Members will use a current approved SSAA storage agreement or develop an alternative that delivers the equivalent contractual agreement.

1. Members will ensure that their workplace is a safe environment for employees, customers and other visitors to the site.

5. Members will comply with all relevant local, state and federal government laws and regulations regarding a self storage business.

2. Members will treat all employees, customers and visitors to the site with respect.

7. Members will ensure that staff are competent in their duties and complete appropriate training in current industry practices.

3. Members will promote the positive image of the industry through ethical and honest advertising and business practices.

8. Members will participate honestly, cooperatively and transparently with any investigation by the SSAA into any alleged breach of this Code of Ethics.

INSIDER 112 APRIL / MAY 2020

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