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Insider ISSUE92 DEC/JAN17

SELF STORAGE AUSTRALIA

WINNER

OF THE 2016 BEST EXPANSION/UPGRADE AWARD Goes Above and Beyond in Innovation

SALES & MARKETING Turn More Callers into Customers

REGIONAL MEETINGS REPORT ANCILLARY SERVICES An Online Solution for the Industry

Whether it’s moving someone’s home or someone’s business, around the corner or around the world; for over 40 years, we’ve provided more products, service and ideas for the Self Storage industry.

MORE PRODUCTS At Visy Boxes & More, we understand the wants and needs of Self Storage business owners – that’s because we’ve been partnering with these industries for many years. So when it comes to product innovation, we’re at the forefront of developing and designing new products that are produced, tested, reviewed and, then, approved before they enter the marketplace. More products start with more ideas.

MORE SOLUTIONS As well as the products catered specifically for Self Storage owners, we’re extremely proud of the many solutions we’ve created and continue to create for this market. From a focus on the digital landscape resulting in our custom made ordering portals through to our efforts in merchandising and Point Of Sale, Visy Boxes & More will continue to provide industry leading innovation solutions for the Self Storage market.

CALL YOUR NEAREST VISY BOXES & MORE REPRESENTATIVE ON 1800 622 626. 1800 622 626 | visyboxesandmore.com.au

24 30

IN THIS ISSUE... 4 6

Chairman’s Report CEO’s Report

SPECIAL FEATURE 10 Christmas Wishes from our Service Members OUT & ABOUT — REGIONAL MEETINGS 18 Melbourne 19 Perth 20 Sunshine Coast QLD 21 Wellington NZ 22 Auckland NZ COVER STORY — ABOVE AND BEYOND 24 Self Storage Australia recently won the 2016 Best Expansion/ Upgrade Award for an innovative redesign of its facilities.

NEW SERVICE MEMBER SPOTLIGHT 28 Robertson & Robertson Consulting Valuers SALES & FINANCE 30 Turn More Callers into Customers ANCILLARY SERVICES 34 Taking an Online Solution to the Industry MEMBERS’ LEGAL FORUM 37 Default, and Selling Up a Storer INFORMATION 40 Trade Directory 42 Board Members 43 SSAA Staff 44 Member Resources 46 New Members

37 Toll free AUS 1800 067 313 Toll free NZ 0800 444 356 Tel +61 3 9466 9699 Fax +61 3 9466 8081

U4/2 Enterprise Drive Bundoora VIC 3083

Email admin@selfstorage.com.au

Web www.selfstorage.org.au LinkedIn Self Storage Association of Australasia Insider is printed by Homestead Press. Email: printing@homesteadpress.com.au

Produced by: Magazines byDesign PO Box 7691, Baulkham Hillls NSW 1755 Ph: Linda Gunek on 02 8883 5890 Email: linda@bydesigngraphics.com.au Editor: Stephen Crowe Email: steve@thewriteteam.com.au

Insider is published bi-monthly by the Self Storage Association of Australasia registered in Australia ABN 23 050 341 725. This publication may not be reproduced or transmitted in any form in whole or in part, without the written permission of the publisher. Whilst every care has been taken in the preparation of Insider, the publisher nor any of its employees, sub-contractors or contributors assume any responsibility or liability for any loss or damage which may result from any inaccuracy or omission in the publication. The views expressed are not necessarily those of the publisher or editor. Furthermore, Insider has the right to accept or reject all editorial and advertising material. All letters addressed to the magazine will be regarded as “for publication” unless clearly marked Not for Publication. All submissions may be edited for reasons of space or clarity and opinions expressed in letters are those of the author, not of the publisher or editor.

Insider Dec-Jan 2017

Inside SSAA

CHAIRMAN’S REPORT Keith Edwards

irstly, I would like to take this opportunity to wish you and your staff a safe and merry festive season enjoying time with your friends and family, and that 2017 is a prosperous year for all of us. The recent rounds of regional meetings have enabled our new CEO, Susan, and the Membership Manager, Craig, to meet our members and their management teams. This will continue into the new year. This has been of great value to the members of the association. A new initiative was trialled in both Wellington and Auckland, New Zealand. Time was allocated for owners of facilities who are not current members to meet with us for an introduction to the Association, which was successful. We met some prospective new members at their premises and also met others prior to the dinner, enabling the service members to be introduced and have one on one time. The result is several new members joined the Association, while others require some further follow-up.

Keith Edwards, Chairman, SSAA

Insider Dec-Jan 2017

Disaster Recovery

Unfortunately, there has been an untimely reminder to all in New Zealand over the past month, as I write this from the Shaky Isles. The belief that this will not happen to me is just burying one’s head in the sand, or water, as is the case for New Zealand and Australia over the past couple of years. Facility owners, and in some instances, managers, are exposed to risk from fire, floods (both natural and internal ie. plumbing), earthquakes, vexatious staff, electrical, building damage, hackers, hold-ups, and health and safety, just to name a few. Start today to assess the impact of each of the above and prepare action plans for each, to mitigate the loss or damage to your business. The SSAA website has a Business Disaster Prevention Planning and Recovery Guide to assist in developing these plans. Please find time to read and start your planning today. Do not wait until tomorrow. Choose one member of your staff to be the risk manager, and ensure that all staff are aware of this person’s role. Decide who in your organisation will be responsible for all communications, including talking to the media and dealing with the appropriate authorities (Police, Fire, Ambulance and Council). Remember to keep your data and contracts, both on and off site. Create a step by step plan for staff on site to follow, including reporting lines. These assessments should consider insurance cover (customer goods, business interruption, directors’ liability and material damage etc.), data back-ups (when, where and how often), employee records, staff (who does what, when, how, and their safety in completing these tasks). The action plan should be laid out and detailed on a form that will assist you and your staff to ensure that all salient points are covered. In this assessment, consider what your “not negotiables” are, and those that you are prepared to accept as a “commercial risk”. Like all plans and maintenance, ensure they are routinely checked and updated. Finally, a Merry Christmas. n

Inside SSAA

CEO’S REPORT Susan Phillips

s the festive season draws nearer there are many things for all businesses to complete before the end of the year. The SSAA office is no exception, and during the past few weeks there has been a hectic schedule of planning and delivering business networking dinners in Melbourne, Perth, Wellington, Auckland, the Sunshine Coast, Sydney and last, but not least, in Adelaide. Five legal training sessions have been conducted across Australia by Simone Hill, and one legal training session delivered by our New Zealand law firm, Jackson Russell Lawyers, in Auckland. We also engaged Kevin Kosky to deliver a full day of sales training in Melbourne, due to his overwhelming popularity at the 2016 Convention. These events take considerable effort and time to organise, and the SSAA recognises the commitment by members to attend the functions. With that in mind the SSAA has taken another look at how best to engage with members. A decision has been made to provide one business networking function in each capital city per year, and spread them out over the course of the year. These functions are usually held while a training day is scheduled for that city. In 2017 the SSAA will return to Cairns and Darwin. These visits are undertaken every second year to service the members in the north of the country. We also plan a networking function in Tasmania and in Christchurch, New Zealand. Also on the radar for the coming year is travelling further afield to meet members outside the capital cities. We will keep you posted as the calendar develops.

‘‘

While out and about meeting some of our over 840 members … I have been impressed with the level of professionalism that is on display in every facility I visited.

”

Susan Phillips, CEO, SSAA

We will also be targeting our efforts at building membership through some of these regional events. It is in all our interests to educate operators to conduct business within a strict code of conduct. It only needs one uneducated owner or manager to conduct an illegal disposal of a storer’s goods to generate a lot of negative publicity for our industry. Therefore, I encourage you to refer non-members to us so we can invite them to join our association and attend annual meetings, trade shows and educational seminars. While out and about meeting some of our over 840 members (representing more than 1,500 facilities) in Australia and New Zealand I have been impressed with the level of professionalism that is on display in every facility I visited. From the imaginative logos, vibrant corporate colours and smart uniforms to the clean and tidy facilities, clever signage and engaging staff — what a great industry to be a part of. I wish one and all a Happy Christmas with family and friends, and look forward to a prosperous New Year. n

Leading supplier of

GOODS HOISTS fOr Self STOraGe

Call us today on

email sales@southwell.com.au

1800 244 787

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Insider Dec-Jan 2017

Inside Christmas

A MERRY CHRISTMAS FROM OUR SPONSORS

ENJOY THE FESTIVE SEASON To say 2016 has been the ‘Year of the Unpredictable’ would be an understatement. It seems the underdog came through against all odds on a number of fronts – the Western Bulldogs in the AFL; the Cronulla Sharks in the NRL; and what can you say about the U.S. Presidential elections!! Who would’ve predicted the lowest cash rate ever – 1.5% - would hit in August and remain so heading into the Christmas season? The degree of change has certainly been unprecedented. But, in this world of constant change, there are some things that remain constant – excellent products, competitive prices and great service. That’s always been at the core of the Visy Boxes & More offering for all our Self Storage customers – it’s what you expect and it’s what we aim to deliver. 2016 has seen a number of initiatives specifically introduced for the Self Storage industry. We’re proud of our new range of one piece LCD/Plasma television screen cartons – extremely sturdy with hand holes created for ease of moving and storage. And all 4 cartons – Small, Medium, Large and Extra Large – have been designed so the top and bottom inserts fit uniformly, irrespective of size. Our highly anticipated Shoe Box is such a terrific idea! It’s a handy box for moving or storing shoes and boots. Designed with compartments for ease of separation, this box will fit shoe sizes up to a Men’s size 11. And there are more new products to come in 2017. But in the meantime, on behalf of everyone at Visy Boxes & More, we wish everyone and their families in the Self Storage industry ‘Seasons Greetings’ - a happy and enjoyable Christmas and a safe and prosperous New Year.

1800 622 626 | visyboxesandmore.com.au

Insider Dec-Jan 2017

PRIN C PART IPAL NER

STORCO We would like to thank all our valued customers who chose STORCO as their preferred supplier in 2016.

s a result of your custom Storco has had a record year in 2016 and we already have a huge amount of work booked in for 2017 so we are looking forward to another very busy year! In 2016 STORCO released a number of new industry leading products and will continue to do so in 2017. Our goal to maximise the return on your investment means we are continuously investing in R&D to reduce your

build costs, reduce your ongoing maintenance costs and maximise your revenue. Contact us today to find out how STORCO can maximise the ROI on your development. Storco will be closed from December 21 and will re-open on January 9. The STORCO team hope you have a safe and happy break, and wish you all the best in 2017! Ph: 02 6391 2800 W: www.storco.com.au

STORMAN The Storman team has had a busy year in the lead-up to the SSAA’s Melbourne convention – which was a great opportunity for some of our staff to catch up with existing clients and meet some new faces.

s always, it’s also been wonderful to catch up with many of you at the SSAA’s networking dinners around Australia and New Zealand. As you would know, storers increasingly rely on their mobile devices to keep in touch in their ever connected world. This year we developed a number of new tools to help you meet this need – with some fantastic new online tools for your storers such as Storman

Payments, Move-ins and Reservations. We have also released a number of features for facility managers, including Storman Online Reporting, Storman Hub, Xero exports, BPAY Payments (Australia only), as well as a new support knowledge base to make it easier for you to find the information you need. As we venture into 2017 we look forward to showcasing some great new tools for

PRIN C PART IPAL NER

facility owners, and seeing you all again at the local SSAA networking dinners and, of course, in Queenstown for the SSAA Summit. Thank you for a fantastic year, and we hope you have a wonderful, safe festive season. See you in 2017! Ph: AU 1300 66 90 20 NZ: 09 280 3933 W: www.storman.com

UNIVERSAL STORAGE CONTAINERS Universal Storage Containers® LLC (USC) is the original pioneer of using foldable innovative technology in the design of portable containers, which provides dramatic cost savings to customers.

he USC containers’ unique design allows assembly and disassembly in less than 30 minutes. This “foldable” characteristic creates operating efficiencies for the enterprise through reduced freight expenses, reduced inventory storage expenses, and rapid transport and delivery potential. The USC Z-Box® is a proven leader in the portable storage and moving industry with over 70,000 units being utilised worldwide. They have won the international award for “Best Portable-Storage Unit” six years in a row. USC is a full service supplier in that it provides engineering and design services, management consulting, R&D and logistics support, in addition to manufacturing portable containers. The USC management team is an experienced supplier to the storage and moving industry as a whole (traditional self-storage, mobile self-

storage, moving and storage) and is dedicated to continuous innovation to further enhance value and stimulate return on investment for our customers. Beyond its traditional, portable storage containers (Z-Box®), USC has grown to be the leader in containerised solutions for many other markets. USC also manufactures portable cooler/freezer containers (Polar Bear® Box), portable storage containers for fixed storage enterprises (Instant Self-Storage® Box), temporary administrative boxes (Instant Office™ Box) and portable containers for disaster relief (First Response™ Box). We would like to wish all SSAA members a very merry Christmas and a happy and prosperous New Year. We look forward to seeing you in 2017. Ph: 0438 256 541 W: www.universalstoragecontainers.com

PRIN C PART IPAL NER

Insider Dec-Jan 2017

Inside Christmas

AON AUSTRALIA Aon proudly supports over 200 self-storage facilities across Australia, providing insurance broking, risk consulting and people risk solutions.

y bringing together market leading expertise, our dedicated self-storage team works with you to understand your business and help you make more informed decisions when reviewing your insurance and risk program. We believe in having robust conversations with our clients, ensuring they are getting the very best from their broker. When we understand you, we deliver: • Access to exclusive policies specifically designed for your industry • Market influence in securing best terms

with insurers • Dedicated claims specialists in the event of a complex claim • Competitive premiums • Premium funding solutions. We recognise that risks to the self-storage industry are constantly expanding and changing, and no business faces a single set of risks for more than a short period of time. Working with our clients we can provide more than just an insurance policy, with offerings extending to: • Business continuity management • Insurance valuations

• Work health and safety • Workforce health and wellbeing • Workers’ compensation • Self-insurance • Absence management. In 2017, we’ll continue to work with the Self-Storage Association of Australasia to provide market leading insurance and risk advice to the self-storage industry. We wish everyone a very Merry Christmas and a safe and prosperous New Year. Ph: 02 9253 7570 W: https://business-insurance.aon.com.au/ Professions/Other/Self-Storage.aspx

GLIDEROL It has now been just over a year since Gliderol has returned to private ownership.

ith our original Managing Director returning to the business, we have been able to implement plans resulting in improved customer service, production capacity and quality. Largely due to these changes and new ownership, more than 30 original employees have also returned to the business, providing us with an enormous depth of talent from senior management to production.

With plans to expand manufacturing, which includes a new sectional door line in VIC & SA and continued product development, we are looking forward to a great 2017. From the team at Gliderol, we wish all SSAA members a wonderful Christmas and prosperous new year. Ph: 08 8360 0000 W: www.gliderol.com.au

KIWIMARK CONSTRUCTION With Christmas and New Year just around the corner again, it’s time for sharing good times with family and friends and for some, a well deserved holiday break.

he team at KiwiMark Construction Ltd would like to thank all our valued clients for another busy year, and wish you all a happy holiday season and prosperous new year. A special thankyou to all our repeat customers, for some of whom we have been doing construction projects for many years now. It is always a pleasure working with you all. 2017 is shaping up to be just as busy, with new projects up and down the country beginning in the New Year. As the industry leaders in self-storage design and construction, and with a proven reputation for excellence, KiwiMark is constantly working on new projects in various stages of design, development, construction and expansion. Our customers know that at KiwiMark we take pride in our work and the job is not complete until it is finished to specifications and their expectations.

Insider Dec-Jan 2017

With over 24 years’ experience in the storage construction industry, we provide clients with a wide range of services: • Concept, design and building • Consent approvals for new storage sites • Extensions to existing facilities • Kit-outs of existing buildings into storage facilities • CCTV installations • Security fencing installations (Gallagher Powerfence approved installers) • Seismic strengthening to industrial and commercial buildings (AS/NZS 1554.1 SP). Choose once, choose right, choose KiwiMark for all your self-storage construction needs. We look forward to hearing from you in 2017. Ph: +64 7 5765494 W: www.kiwimark.net.nz

Overhead

LMW Property Valuers Level 4, 120 Edward Street Brisbane QLD 4000 T: (07) 3226 0000 www.lmw.com.au NSW | VIC | QLD | WA | SA

LMW is one of Australia’s largest and most highly skilled independent property valuation and property consultancy firm’s publicly listed on the Australian Securities Exchange. We provide property valuation and advice to owners, investors, developers and lenders. We have extensive experience in self storage facility valuations both in Australia and overseas. Our valuation experience in this specialist asset class includes: • • • •

Portfolio and Going Concern valuations Lessor interests subject to lease Site values Rent reviews

From all of us at LMW, we wish you a very

M3 PROPERTY STRATEGISTS As we head into the holiday period, we take this opportunity to reflect on the success of the self-storage industry over 2016.

e are pleased to have been involved in a number of transactions, providing our asset advisory, research and valuation expertise. The growth in the industry, in both Australia and New Zealand, is cause for optimism, and so too is the innovation and creativity driving new technology and practices. We look forward to 2017 with excitement,

ever eager to seek new opportunities and to continue our efforts to exceed expectations and to be an asset to the self-storage industry. To everyone in the industry, we wish you a Merry Christmas, and hope 2017 will be prosperous for all! PH: 07 3620 7900 W: www.m3property.com.au

MIDLAND INSURANCE BROKERS It was great to catch up with so many members at this year’s conference in Melbourne.

or us it was a great opportunity to represent our insurance products for your facility and customers’ goods. We were also pleased to again sponsor the Regional Facility of the Year Award, which was won by Storage King – Southport Central (QLD).

We wish you all a happy festive season and a safe and successful 2017. Regards – Your team at Midland Insurance Brokers Gilda, Justin & Terry. Ph: 03 9349 2733 W: www.midlandinsurance.com.au

Insider Dec-Jan 2017

Inside Christmas

REGISBUILT RegisBuilt would like to thank all its customers and suppliers for their continued support.

uring the Christmas period, our thoughts turn gratefully to those who have made our success possible. It is in this spirit that we say thank you and best wishes for the holidays and New Year. As we look back on 2016, we would like to acknowledge those who have helped us shape our business. Thanks for a great year, and we wish you all the best as you embark on 2017. For over 15 years, RegisBuilt has

positioned itself in the self-storage and warehouse industries as a trusted leader that prides itself on building quality projects with competitive pricing. RegisBuilt has supported many small to large operators on a variety of self-storage and warehouse construction projects. RegisBuilt understands the demands and complexity of design and construction, and as a result we deliver seamless

projects that are delivered on time. We pride ourselves on setting realistic and transparent expectations during the project lifecycle, so unexpected events are minimised. We look forward to continuing our service to the self-storage industry in 2017. Ph: 1300 388 224 W: www.regisbuilt.com.au

QUEACCESS PTY LTD We at QueAccess Pty Ltd would like to wish all SSAA members a safe and happy Christmas and new year.

e would also like to thank all of our SSAA clients for their support during 2016 and we look forward to what 2017 will bring. 2016 has been a big year for us, expanding from two to four service vehicles, and two to four full-time permanent staff, with another staff member starting in January 2017. We have successfully completed a number of new and existing self-storage facilities across QLD and northern NSW this year, supplying and installing CCTV, PTI Access Control, Intercoms and Automatic

Insider Dec-Jan 2017

Gates, with our major focus being customer satisfaction and quality workmanship. We specialise in self-storage security and are fully equipped to take on existing sites looking for ongoing servicing or upgrades, along with full turnkey security packages for brand new sites, or existing site extensions. With over 100 years’ combined experience across our four staff in the security industry, we can do it all. We offer free no obligation quotations and site security surveys. Call us now!

Ph: 0497 017 579 W: www.queaccess.com.au

Invest once, invest wisely in PTI SECURITY SYSTEMS. YOUR CHOICE FOR RELIABILITY AND FLEXIBILITY Our Storlogix and Falcon XT, designed and built specifically for self storage, forms the most advance technology in the market. Unparalleled flexibility with unmatched control, perfect for single and multi-site configurations. If you want the best access system out there, this is it.

THE POWER IN THE PALM OF YOUR HANDS WITH STORLOGIX MOBILE AND EASYCODE APP Breakthrough in technology with “EasyCode”. Allows your customers to access directly from their smart phones or mobile device the ability to • Open doors and gates • Deactivate unit alarms • Turn lights on

A range of robust keypads to choose from to suit your requirements, built with quality, built to last.

StorLogix Mobile puts operators in the driving seat • Remotely open doors or trigger gates • Track and monitor unit alarms • Immediately see who is on site You can control your facility from anywhere, anytime.

Insider Dec-Jan 2017

Inside Christmas

SOUTHWELL LIFTS HOISTS Celebrating 20 years with the Self Storage Association of Australasia and over 70 years of manufacturing within Australia.

outhwell Lifts Hoists is the leading supplier to the self-storage industry of goods hoists and goods personnel hoists which are disability compliant. Southwell Lifts Hoists provides dependable, robust, well engineered and cost-effective vertical lifts from Ground to Mezzanine or three and four level applications. Goods hoists can be tailored to your specific needs, and pictured here is one of four freestanding goods hoists recently installed at a self-storage facility in Penrith. Talk to Mark or David, who will meet all your lift and hoist needs. Wishing you all a happy Christmas, and looking forward to exciting business prospects in 2017. Ph: 02 4655 7007 W: www.southwell.com.au

STEEL STORAGE The entire Steel Storage team would like to extend our warmest season greetings to you, your family, friends and staff, and we also send our best wishes for 2017.

016 has been an exciting year. We had the pleasure of meeting many new people and catching up with a lot of old friends at many of the industry functions throughout Australia and New Zealand. We look forward to seeing you in the New Year, and assisting with growing your facility and expanding your business. Steel Storage is the Leader in self-storage design and construction, so we are very keen to sit with you and discuss all of your requirements and how our services and products can help your business prosper. Here at Steel Storage, we believe that we are not just building a self-storage facility for you, we are helping you build your business. With this in mind, we always endeavour to share our industry knowledge, gained from over more than 25 years in the selfstorage industry,Â to ensure you are delivered the very best possible outcome on your project. We wish you a safe and enjoyable holiday, a very Merry Christmas and a prosperous 2017. Ph: 07 3865 1600 W: www.steelstorage.com.au

Insider Dec-Jan 2017

STORAGE SPECIALISTS

SEASON'S GREETINGS Compliments of the Season to everyone in Self-Storage. It proved to be another big year in the Kingdom with 11 new stores opening in, Ashmore, Bentley, Bondi Junction, Clayton, Everton Hills, Hume, Knoxfield, Murwillumbah, Queenstown (NZ), Unanderra and Winchelsea. We also managed to train and supercharge all management teams at our Annual Conference which was held in beautiful Hobart. This was another tremendous event that had all our stakeholders involved and inspired. The day to day management of self storage is far more intensive than it ever was. Many new entrants to the storage industry, as well as experienced self storage operators, can underestimate the time, effort and efficiency required to run a successful storage business in a competitive environment. The modern consumer is more demanding than ever before and more educated on the retail process. They now have many choices of where they can store their precious possessions. Their choice is dependent on your brand delivering the enquiry and the capability and motivation of your management team.

Is your management team the best it can be?

PARTNER WITH CONFIDENCE

+61 2 9460 6660 WWW.STORAGEKING.COM.AU

SWEEPERS AUSTRALIA Hello to all SSAA members.

t was great to catch up with so many of you at this yearâ€™s conference in Melbourne. The organisation, venue and events were all fantastic. Many thanks to all our current customers, especially those who contacted us this year.Â We appreciate all your positive comments with regard to the equipment offered, and their many benefits to your self-storage facilities. We look forward to catching up with you all at the various SSAA events in 2017. Wishing you all, your families and your staff a Happy Christmas and a prosperous 2017 from all of us at Sweepers Australia. Ph: 03 9562 7533 W: www.sweepersaustralia.com.au

Sweepers, Scrubbers and Cleaning Equipment

Insider Dec-Jan 2017

Inside Christmas

TRANSCORP REMOVALS Transcorp Removals has had a very good 2016, and we sincerely hope you have too. We have grown, with more furniture removal/container trucks added.

ne of the main contributors has been the ongoing service we provide to self-storage facilities – and in particular your interstate inquiries. We perform regular interstate relocations to andfrom all capital cities seven days a week. Our huge network of removal teams means that we can resolve and quote most furniture relocations within 24 hours. Working together with all SSAA members and regular advertising in the magazine has helped with awareness of our services. Transcorp Removals is also becoming a household name, as 60% of our new work is via referrals or repeat

business. We sincerely thank you for the work and we will continue servicing your customers’ needs. Unlike other removal companies, Transcorp will continue to not charge depot, call out, credit card or toll fees. This is particularly relevant for local and interstate removals. We have been voted “Preferred Removalist” for the past eight years. Transcorp Removals wishes all SSAA members, their families and customers a very Merry Christmas and safe and prosperous New Year! Ph: 1300 466 838 W: www.transcorpremovalsandstorage. com.au

WEB ID Web ID Wireless Sensor Solutions would like to thank all members of the Self Storage Association for their support in 2016.

ore and more of our wireless temperature and humidity sensors are being used in the self-storage community, providing complete visibility of the conditions in which wine and sensitive stock are stored. We look forward to working with you in 2017. Ph: 03 9470 8420 W: www.webidsystems.com.au

Insider Dec-Jan 2017

DURING CONSTRUCTION

AFTER

15 Years of Delivering Seamless Self-Storage Projects in Australia & NZ Architectural Design

Engineering

Storage Unit Construction

Permits

Building Conversions

Building Structures

Turn Key Solutions

CONTACT:

info@regisbuilt.com.au 1300 388 224

regisbuilt.com.au Insider Dec-Jan 2017

Inside SSAA

OUT & ABOUT CEO Susan Phillips and membership manager Craig McKenzie hosted SSAA networking events and visited members around Australia and New Zealand in October and November. Keith Edwards lcolm acknowledged Ma the on e vic ser s’ llin Co Board.

Melbourne — October 18

Being a German restaurant, Melbourne’s Munich Brauhaus was a lively venue in October, and everyone was treated to a unique mix of German food and dips. Special guest speaker Malcolm Collins provided an insight into the ever changing property values affecting the value of self-storage facilities. A special note of thanks to Fred and Kerry Sewell, who showed their support by not only attending the networking dinner but the legal training for the whole day as well. Everyone enjoyed the evening, and took full advantage of the networking opportunity.

It was a great

mix of SSAA

staff, service

members and

facility membe

rs.

Left: The team from Jim’s Self Storage: Ivor, Rosemary, Jim and Stephen. Below: Fred and Kerry Sewell from Gisborne Self Storage.

Guy Wilson with some of his team, Joanna & Julia.

Insider Dec-Jan 2017

Overhead

Perth — October 27

We took the opportunity to visit member facilities prior to the evening dinner and were most impressed with the level of presentation and creative building designs. It was a great opportunity to talk to members in their working environment. The venue for the evening’s networking dinner, Mossman’s Restaurant, was not only stunning but also perfectly designed for a private meeting with an impressive number of guests. Lou Magro, an expert in the local Perth economy, gave a frequently requested presentation on the past, current and future health of Perth’s local economy. It was great to see members enthusiastically take the time to come to this event to share ideas and experiences.

Tracey showed us around Catts Self Storage Riverdale.

Just up the road we came across some kangaroos.

A unique use of signage at Koala

Kim Peter, Rebecca and

Self Storage.

l Self Storage. from Cockburn Centra

CEO Susan Phillips with networking sponsors Visy Boxes & More.

Insider Dec-Jan 2017

Sunshine Coast — November 3

First class service at Storage First Noosaville.

After spending the day visiting members at their facilities and then meeting more at this function, you could not help but be impressed with the positive atmosphere and healthy state of the self-storage industry around the Sunshine Coast. The networking evening was a great mix of learning and laughs. Centreforce Technology’s Dallas Dogger, our special guest speaker for the evening, gave a presentation covering the US Self Storage Association’s “Think Tank” group, which is dealing with what has been labelled The Threats to the Self Storage Industry. The presentation was a great insight into overseas storage trends and future challenges.

The stunning Hi-Tech Self Storage in Kunda Park.

Bill and Kirsty Sharpe with Shay McQuade.

Catherine and Andrew Mills from Cooloola Self Storage.

Insider Dec-Jan 2017

Inside SSAA

Wellington — November 7

SSAA members came to this evening event in much larger numbers than expected, making for a full restaurant with a lot of self storage conversation. Two nonmember facilities also attended, and were so impressed with the helpfulness and enthusiasm of our members that they are now in the process of joining the SSAA. This trip also offered the opportunity to visit member and non-member facilities. Constable Matt Calland was invited to speak to members about identifying storers using facilities for illegal purposes and how to respond when issued with a search warrant. This session was part of the SSAA’s commitment to developing a working relationship with the New Zealand Police.

Above: All Secure Self Storage Wellington. Left: Steve and Karen Whitehouse with Lorraine Paaka. Right: A cosy but productive evening.

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

YOUR TRUSTED STORAGE PARTNER

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

Insider Dec-Jan 2017

Inside SSAA

Auckland — November 9

Another great turnout by New Zealand members to the famous Glass Goose restaurant in Auckland’s CBD, and once again a great commitment from our service members created a vibrant evening perfect for catching up with self-storage colleagues and sharing business experiences. We would also like to thank the members who showed us around their sites during the day and shared their perspectives of the self-storage industry in New Zealand. Detective Greg Holmes was our special guest speaker for the evening to replicate the Wellington presentation to our Auckland members, and offered to be a point of contact if any facility needed police assistance.

Evans. e Lasenby and Thalia Mary Mingins, Suzann

“

It was great to see members enthusiastically take the time to come to this event to share ideas and experiences.

”

Roy Sharma and David MacKintosh talk business.

Risk Advisers & Insurance Brokers New Zealand’s Self Storage Insurance Specialists     

Building Asset Insurance Liability Insurance Customer Insurance Loan Vehicle Trailer Insurance

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ing was Special guest speaker for the even Detective Greg Holmes.

Special Acknowledgement: We would like to thank Visy Boxes and More, which has sponsored the networking evenings in 2016. Without their support these events would not be possible.

Overhead

SSA GOES

ABOVE AND BEYOND Self Storage Australia recently won the Best Expansion/Upgrade Award at the 2016 SSAA Melbourne Convention for an innovative redesign of its facilities.

t was a thrill for Self Storage Australia to win the 2016 Award for Best Expansion/Upgrade. But if the truth were told, Self Storage Australia did much more than erect additional storage buildings. Managing director, Liz Davies, wanted to focus on delivering future concepts and exceeding standards of customer service and expectations for the storage industry. Liz said, “We want to give our selfstorage customers more than just storage, packaging and meeting rooms. We want

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customers to have a one-stop centre where they can also sort and recycle — a centre that works with community agencies, professional organisers, government departments, charities, community and family groups.” Liz and her team at Self Storage Australia upgraded and expanded their self-storage facility in Holden Hill to fit her vision of an all encompassing centre. In January 2016 Self Storage Australia developed the Green Room storage units, comprising an additional 42 lime green self-storage units, built by Storco Pty Ltd and designed specifically to assist in the decluttering process associated with storage. The multi-purpose sorting units have won acclaim from sorting professionals, who were quick to come on board and partner with Self Storage Australia. Colcon Pty Ltd, Colin Davies’ building and civil construction company, built specialised, climate controlled, custom built wine storage units, giving customers more choices in the wine cellar. The cellar was recommissioned in April 2016, with another 23 wine vaults and 44 exclusive wine safes. This has increased the rental pool by a total of 109 new indoor storage spaces,

and Colcon commenced the earthworks for 12 extended outdoor parking spaces for recreational vehicles. The Holden Hill centre was built 10 years ago, but technology has rapidly advanced since then. In April 2016 Self Storage Australia replaced the outdated FOB entry and access control system with the latest pin code gate system, incorporating cameras and intercom on the keypads for enhanced, state of the art security. Self Storage Australia was one of the earliest beta sites to implement the remote gate access phone app Easycode, which was quickly adopted and appreciated by truck drivers as it provides easy access for authorised users. In February 2016, Self Storage Australia injected bright colours into the facility by painting and colour coding eight entry doors to the storage areas, making it easier for customers to find their storage units. The lighting has been changed to environmentally friendly LEDs which work in conjunction with the access control solution, sensing movement without the need for pressing buttons. Additional cameras have been installed on site to improve night vision, providing additional safety for customers. Access

Cover Story

doorways are now keyless entry to simplify access. Self Storage Australia has also upgraded its hire truck and purchased two new trailers to provide better access to removal vehicles for customers, saving them time and money. Building on a commitment to improve its environmental credentials, Self Storage Australia changed its paper recycling bin to general recycling, and developed an exterior RV storage area. The Holden Hill branch added 120 solar panels and another 72 were installed in Alice Springs. These were completed in March 2016, and provide the capacity to generate 210kWh of green energy and offset the company’s carbon footprint. These upgrades and innovative facility designs to meet customers’ future needs make Self Storage Australia unique.

 Partnering with the community

Adding to its point of difference are longstanding community partnerships with the Salvation Army and other community groups. Actual and potential incomes — and profitability — have increased. There has been more engagement with the local community,

‘‘

Customers are looking for value for money, and in a market that is becoming a lot more price competitive the buildings’ overall look, feel and level of cleanliness is imperative” — Liz Davies.

greater customer satisfaction and loyalty due to the upgrades and new services. Diversification has given customers greater storage choices. The new keyless system has simplified access to the storage centre for customers, and staff are now able to provide access to any customer remotely, removing the need for staff to drive to the storage centre.

The impact on customers during the building and development stages was minimal. All customers were contacted before, during and after the gate and access upgrade. Regular contact with customers was undertaken by SMS, email, letter, newsletter and phone using cloud based business software. This ensured that all

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Cover Story

‘‘

Building on a commitment to improve its environmental credentials, Self Storage Australia changed its paper recycling bin to general recycling, and developed an exterior RV storage area.”

“Adding to their point of difference are longstanding community partnerships with the Salvation Army and other community groups.”

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customers were well aware of the changes before they took effect. Signs were placed around the centre and the staff were in constant communication to ensure every customer was kept informed. The internal fitout for the wine upgrade and the Green Room did not inconvenience customers, apart from the minimal construction noise. Both the wine cellar and the Green Room storage units are located away from the general storage area, with extra care taken during construction to ensure that all materials were stored away from public access and traffic areas. This year Self Storage Australia ran a six-month campaign on commercial TV, invested in radio advertising, door-to-door letter drops, real estate mailouts, signage on real estate windows and business-to-business networking. The company has also been more involved than ever with the community, removalists and charities, and also supported a soccer training school and camp. Professional decluttering specialists now recommend Self Storage Australia as a trusted business offering additional solutions. Self Storage Australia has met with local buyers of various state governments and local councils to discuss how they may be able to assist with their storage needs. Self Storage Australia’s mascot, Bob the Box, has attended numerous business expos and soccer games this year with two promotional vehicles. Staff uniforms have been changed to add more colour in keeping with the new clean, green recycling and decluttered image. The mobile electronic signboard catches passing motorists’ attention, and as a result there has been a marked increase in business every time the message is updated to reflect current offers and specials. Self Storage Australia won the Best Upgrade or Expansion Award because the business owners think outside the square, strive to be a role model for other self-storage businesses and lead by example. They have shown what is possible through early adoption of innovative and intelligent storage solutions. “An expansion is an opportunity not only to increase business but to also alter your thinking,” said Liz Davies. “Ask yourself, what is needed in the marketplace? How can we be different, and how can we attract more customers?” The expansion and upgrade not only added capital value to the company’s assets but invigorated the staff to look at new ways of

marketing and promotion. Self Storage Australia is proud to be awarded the SSAA Best Upgrade/ Expansion Award in Australasia for 2016. It is the second time one of its facilities has won this coveted award in the past 10 years. Said Liz, “It is so easy to leave a building as is and maintain the status quo, when there are happy customers and staff. “However, over the years the signs of wear and tear and the smell of newness evaporate. “To wow the customers with a new

building or a recent renovation gives a business a new edge. “Customers are looking for value for money, and in a market that is becoming a lot more price competitive the buildings’ overall look, feel and level of cleanliness is imperative,” she said. “To maintain a higher unit price for an A grade storage centre, it has to remain on par with the best the market has on offer, or set a new benchmark.” Self Storage Australia has been reinvented, not just renovated. n

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New Service Member Spotlight

ROBERTSON & ROBERTSON OFFERS A VALUED SERVICE

roviding expert advice in property valuations has been the hallmark of Robertson & Robertson’s range of services since the company was established in 1973. With offices located on New South Wales’ Central Coast and in Coffs Harbour, Robertson & Robertson Consulting Valuers is an independent valuation and property consultancy firm with a client list that includes major banks and financial institutions, all three tiers of government, freehold and leasehold property owners, public authorities, solicitors, accountants and receivers. The company focuses on statewide advice for its clients, and endeavours to engender a cooperative, “boutique” environment for its specialised services.

Self-storage services

Robertson & Robertson has provided valuation advice for self-storage facilities in New South Wales and Victoria since 2001. The company is a service member of the Self-Storage Association of Australasia, and offers a full range of professional advice

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services including acquisition or disposal due diligence, feasibility assessments, insurance advice and finance valuations. The firm is able to do this by employing 20 registered valuers. The company comprises three operational divisions that cover rating and taxing, commercial and business valuations.

Rating and taxing

Robertson & Robertson conducts bulk valuations for the New South Wales ValuerGeneral, which are used for rates and taxation purposes.

Commercial

Commercial, industrial, rural and residential valuations are conducted for mortgage, taxation and compulsory acquisition purposes. It also conducts valuations of registered clubs, childcare centres and service stations for clients.

Business valuations

The firm’s business division is able to provide expert valuation advice for licensed

Ben Doran, manager of valuation operations.

Dylan Adams is a valuer at Robertson & Robertson.

premises such as hotels and motels, function centres and restaurants, pubs and liquor stores, and even vineyards. It also has many years’ experience in valuation advice for accommodation operations such as backpacker hostels and guest houses, management rights/serviced apartments, caravan parks and manufactured home estates for all purposes. This division can also conduct goingconcern valuations on a range of small and medium sized businesses for pre-sale, taxation and compulsory acquisition purposes. Robertson & Robertson’s expertise is also put to use in the regular publication of market reports and analyses for sectors such as childcare, service stations, hotels and motels, caravan parks and similar operations. n Contact: Ben Doran E: doran.b@randr.com.au T: (02) 4351 2200 or 0407 103 335.

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Inside marketing

SERVE YOUR CUSTOMERS MORE

EFFECTIVELY

Communications expert Kevin Kosky outlines clever strategies for self-storage businesses to turn more callers into customers.

Insider Dec-Jan 2017

client recently asked my opinion about a marketing program he was looking at for his business. Before answering, I asked him what he was doing with the incoming phone calls his business currently receives. Did he measure the success rate of his inbound enquiries, use a sales process, offer add-ons and extras, and offer customers the option to upgrade? He gave me the same answer to every question — “No” — so I asked why he wanted to spend money to create more incoming calls, when he wasn’t doing all he could with the calls he was already receiving. This is a conversation I often have with new clients who fall into the trap of spending money on new marketing before taking a good look at what they already have, and making the most of those opportunities first. I’m not saying that spending on marketing is wrong. It just makes more sense to make more from less, to squeeze every dollar to

get the most out of it, and to pick up as much of the low hanging fruit as possible (the easy sales opportunities) before committing time, money and effort to new advertising and marketing. If your current phone sales process is not being handled efficiently, it makes a lot more sense to fix it before embarking on a new strategy.

Positive attitude and efficient processes are crucial To me, business success generally comes down to two main things: mindset and process. This is certainly true when improving sales success over the phone. You need to apply a positive attitude to handling the phone call. This means answering the call in a friendly manner, taking an interest in the caller and their needs, and being positive and helpful. You need to help them through the process of

what they came to you for, rather than just trying to sell them something. They want and need your guidance. People often think of sales as “flogging stuff to people who don’t need it”. With this mindset they are often scared of presenting a solution to the customer, for fear of coming across like a used car salesman. They don’t try to close the sale or offer any extras as they think that would be too “salesy”. If you knew that your solution would really help your customer, wouldn’t you be perfectly happy to present it? Having a great mindset is not enough. You need to apply efficient processes to make sure that you make the most of the opportunities as they present themselves. I recently conducted a study of sales performance in the self-storage industry and found that, although most sales staff were friendly over the phone, many do not apply a sales closing process. I have been providing sales training classes in cities around Australia to help change this and we have significantly improved their sales results. Keep in mind that inbound phone calls are hot calls. This means they are customers ready to buy, and they have called with the intention of buying from you if you can solve their problem. These incoming calls are the easiest opportunities to convert into sales, and should be the first point of attention when updating your sales efforts. I often look at what the best sales people in a particular industry are doing, to design sales training for that industry. Rather than trying to adapt a generic sales format for all industries, I find that the “gold” is usually already there in each industry, but it is being used by a very small percentage of its sales people (often less than 1%).

‘‘

Inbound phone calls are hot calls. This means they are customers ready to buy, and they have called with the intention of buying from you if you can solve their problem.

”

a new Colorbond roof on my house. I asked him if he could separate the cost of the guttering, and the roof sheets on the written quote. He told me that he could rewrite the quote, but he looked me in the eye and said rather firmly, “Kevin, what you really need is to replace the roof sheets AND the guttering, as the guttering is worn out and needs replacing”. The point is that he gave me valid reasons to buy both products and he used the assertive phrase “what you really need” to persuade me to buy the guttering. Even though the guttering cost an extra $3,000, he convinced me that he was an industry expert and I could trust his advice. Next time you are speaking with a

customer, make sure you know the benefits of buying a specific add-on product for their order, and the reasons why they need it. In the tyre industry, I have seen product databases that list three benefits for each tyre to help sales people demonstrate value to customers. It’s not “salesy” to demonstrate value to your customers. You should be doing this to help your customer make an informed choice.

With confidence comes success In my training sessions, I always look for specific outcomes to be achieved. I need to know that the participants can actually demonstrate the skills they have learned. The best way you can achieve this in your workplace is to discuss the strategies with your staff, and put notes on the wall near their phone so they follow the process the same way each time the phone rings. Start by testing a new strategy and track whether it works for you — for example, changing the way your staff answer the phone has a major effect on how customers perceive your business, and I have seen this single improvement double sales. The phone answer is like a verbal handshake. You learn a lot about a person quickly by the way they shake your hand, and a poor phone answer can be like receiving a “wet fish” limp handshake. It doesn’t instil confidence in the person you are talking to.

Mystery shopping identifies ineffective processes When I rang the sales people as a mystery shop customer, the best sales people were interested in me and what I was looking for. They asked me great questions to understand my situation and, using the information they had collected from me, they presented the most appropriate solution. They offered me alternative solutions to choose from, with a range of prices. This made me feel that I was in control of the process as the buyer. They worked collaboratively with me, and we worked together to solve my enquiry. I felt my needs and wants were being considered at every part of the process. The least effective sales people responded to my questions, but didn’t ask me any. They offered one solution only, and did not try to close the sale. They achieved very little connection with me, which made it hard to trust them enough to buy from them. Connection and confidence are very important when negotiating with your customers. Speaking of confidence, I recently contacted a roof plumber about putting

‘‘

You need to help them through the process of what they came to you for, rather than just trying to sell them something.

”

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Inside marketing

‘‘

Your phone is often your first contact with a potential customer.

The least effective sales people responded to my questions, but didn’t ask me any. They offered one solution only, and did not try to close the sale.

”

Phone answer — “Brett Smith speaking”. Although this answer tells the caller who is on the line, it doesn’t confirm who the company is. Also, callers remember the last thing you said. In this case there is no value in remembering the word “speaking”. You want them to remember your name. For me, learning to drop the word speaking proved to be a challenge as I was so used to saying it. However, perseverance helped me and I now build rapport instantly with my customers.

Effective phone technique I often mystery shop businesses by phone and I hear many different versions of the phone being answered. Some versions have more impact than others. For example: Phone answer — “Hello”. This type of phone answer tells the caller nothing about the company they have phoned or the person answering the call.

Phone answer — “Thank you for calling Southgate Storage. This is Kevin”. This answer identifies the company and the person answering the call. It works for four reasons: • It tells the caller their call is appreciated • It identifies the business • It identifies the person • The phrase “this is Kevin” prompts the caller to tell you their name.

Build your business approach to sales

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The phone answer is a great starting point for improvement. You could also develop and implement new phrases to: • Close the sale • Sell add-ons and extras • Ask more effective questions to diagnose the customer’s needs. Once you have mastered one new strategy, try another one. You don’t have to achieve complete success at one time. Success comes from introducing a number of new achievable sales strategies one at a time, over time. One of my clients made the mistake of trying to introduce too many strategies at once. When their office got busy, they dropped all their new sales skills as there was too much to think about. You need to check the strategies have been implemented permanently. Each time you introduce a new strategy, you will definitely see improvement in your sales figures. n

About the author…

Kevin Kosky is a phone skills and sales communication expert with 18 years’ experience in providing guidance and training to businesses around Australia and overseas. He helps companies improve their sales and customer relationships by converting more conversations into customers. For more information, go to www.kevinkosky.com and www.bighat.com.au. You can contact Kevin on 0416 163 704 or email speaker@kevinkosky.com

Ancillary Services

Grant McNamee, founder of iBidOnStorage.com.au.

TAKING AN ONLINE SOLUTION TO THE

INDUSTRY

Online solutions to defaulting storers may finally be here for selfstorage businesses.

t’s a perennial problem for all selfstorage businesses, and one that has managed to sidestep ready solutions. Most facilities do everything they can to ensure that storer payments remain up to date, for their own sake and that of the facility itself. However, defaults do occur. Default storers who leave behind a unit or room full of goods, that may or may not have any value, are a genuine nuisance for self-storage businesses by creating a large job emptying and cleaning a unit ready for new storers. What’s worse is the loss of income while the unit or room is unavailable to rent to more considerate storers. This can stretch to large sums of money if the situation becomes

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tangled in accounting or legal knots. What can be done to minimise this problem? What can a facility do to turn around a bad situation?

Finding a solution

Unfortunately, many facilities don’t know what options they have available to sell goods in an effort to recoup some of their lost income. The costs involved in selling goods, moving them and cleaning up the unit for re-use is often more than any outstanding money. Traditional means of getting rid of goods left behind, such as auctions and newspaper advertisements, sometimes achieved a degree of success, but very seldom provided a reasonable return on the time, effort and money lost by selfstorage businesses. With the advent of the internet has come a number of ways to spread the word about the sale and offloading of surrendered goods in units. These provide differing levels of success, and varying degrees of effort required to

use them. In Australia and New Zealand the few options available include auction houses, eBay and social media. None of these options is very simple to use, and seldom provides a reasonable return on money owed. Most people are now familiar with eBay, Gumtree, Gray’s Online and other auction based websites on the internet. The problems start with listing the inventory of goods left behind in a concise and readily understood manner, and the possibility of having the whole lot removed in one sale is remote unless it is stipulated, but in turn that reduces the likelihood of a successful sale. Nevertheless, on internet auction sites a facility owner or manager can usually take some control of the whole process and dictate the terms of sale, unlike an auction on site. Online auctions that are designed specifically for self-storage facilities have been developed, mostly in the USA, and have been readily accepted by the US industry. Their success has spawned a number of others wishing to build a new industry-wide portal.

the Australasian storage industry. He is confident that its development will enable industry members to work together for the benefit of the industry as a whole. “I know most store managers and owners have had someone ask them about how they can ‘get in on the action’,” said Grant. “But they’ve been told to go to eBay, Grays, Pickles, Lawsons, Trading Post or the local auction house.” A chance connection with Y Leon Benghiat, president and founder of iBid4storage.com, set him on his course. The Canada based Benghiat granted McNamee a licence to use the tried and tested iBid4storage platform in Australia and New Zealand, under McNamee’s own brand, iBidOnStorage. Since going live in August 2016, 168 sellers and 706 buyers have registered on the site, and the numbers are growing daily.

How does it work?

One of the leading US auction sites is iBid4Storage, which has paved an innovative path to smooth the auction process for self-storage facilities.

A local solution

The success of iBid4Storage hasn’t gone unnoticed in Australia. Since August 2016, a new site has been operating locally. Called iBidOnStorage, it’s the brainchild of Grant McNamee. With two decades of industry experience

‘‘

Auction sites such as iBidOnStorage give operators control over their auctions because the seller has full control of their own account, the content displayed in their auction and the auction parameters. Sellers are able to dispose of all material in a unit in the auction, have it removed and the unit cleaned, and it’s all controlled online with the click of a mouse. iBidOnStorage has a “soft close”, so if someone bids on an auction unit with a minute or less to closing, the auction will extend for two minutes and will refresh automatically until one bidder remains with the highest bid for one minute.

all say, at the end of the day our business is being able to rent an empty shed.” Narelle Hunter at Hunter Self Storage in Caringbah, New South Wales, said she was delighted with the response from her first auction on iBidOnStorage. “Previously we were trying to sell goods from defaulted units on any social media we could find, so when this came along I jumped on the bandwagon and I believe we were the first to auction a unit. “What was best for us is the person who bought the unit’s contents took the whole lot and cleaned the unit, so we didn’t have to worry about rubbish removal, which was a huge time saver for us.” Steven Hay, store manager at Storage King Blacktown, liked the control he maintained during the whole auction process. “I controlled the wording used in the description, the order the photos were placed in, the opening bid amount, the start and finish times and the security cleaning deposit amount. I have found iBidOnStorage to be a great website, and one I will continue

A case of keeping the customer happy

Self-storage managers are finding the advantages of this style of online auction too attractive to ignore. Sharon Troke, owner and manager at Pack Safe Self Storage in Heatherbrae, New South Wales, tried iBidOnStorage to clear a unit and recoup fees, and said that she

Self-storage managers are finding the advantages of online auctions too attractive to ignore.

at facilities such as Millers Self Storage and Storage King, McNamee considers himself a true “student of the industry”, learning the ropes as a storage consultant and working his way through the ranks to a general management position for one of the industry’s largest companies, overseeing the operations of over 140 locations across Australia and New Zealand.

An industry-wide solution

Grant’s vision is for iBidOnStorage to be the foremost online auction platform for

”

found it straightforward to use. “With his background at Storage King, Grant knew what I needed,” said Sharon. “Our auction was tailored by him to be a very smooth process, and it worked well for us. “This has very broad appeal — it is fabulous for the industry,” she said. “I used to hate sell-ups, but this is a very simple, easy to use site. “The more people who use it the more effective it will be for the industry. In the past it’s taken up to four or five months to empty a unit of rubbish, take it to the tip and claim money, but this system is so efficient. We

Insider Dec-Jan 2017

DESIGNING AND BUILDING SELF STORAGE FACILITIES

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Members Legal Forum

DEFAULT SELLING UP A STORER

In the past few months the SSAA has received many enquiries relating to very basic “how to sell” matters. In this edition SSAA Legal Advisor Simone Hill goes back to basics to remind members of some important factors to ensure you get this aspect of running a self-storage business correct.

e are in the business of storage, and it is never pleasant to have to step into the role of selling up a defaulting storer. Unfortunately, almost every facility will have to take this action over the lifetime of their business. Getting sell-up right is important, and you can make sure you execute sell-up successfully and legally by following a few simple guidelines.

Read the MAP

As a financial member of the SSAA you have access to the Manual of Advice and Procedure (MAP). This indispensable resource has recently celebrated its 20th

birthday, and the established advice therein is updated frequently to ensure it stays current, accurate and useful. The MAP should be downloaded either in hard copy or onto your desktop from the members’ only section of the SSAA website, so that you can access it readily at any time. The MAP includes guidelines and advice on how to sell, and contains pre-drafted letters and SMS notices that should be sent to overdue storers over a specific time frame, warning storers that they are in default and that you intend to access their space and sell their goods. If you have not read the MAP, or have not recently reviewed this important section of the MAP, you should take the time to do so.

All members are directed back to the MAP by SSAA staff in the first instance when they make an enquiry about sell-up.

Check, check and check again

Before auctioning a default, and in particular before entering a space upon default, you should check the storer’s agreement for the following: • Which agreement was used — was it the Standard agreement or Managed? If it was the Standard you may set a default action in motion at 42 days, but under Managed you cannot seize goods until the storer is more than six months in arrears. We have had a member in the past who sold up a storer at three months, mistakenly assuming they were

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The MAP should be downloaded either in hard copy or onto your desktop from the members’ only section of the SSAA website, so that you can access it readily at any time.

”

Insider Dec-Jan 2017

Members Legal Forum

‘‘

If you have not read the MAP, or have not recently reviewed this important section of the MAP, you should take the time to do so.

under the Standard Agreement when in fact the Managed Agreement had been signed. This was a costly mistake as the facility had to reimburse the storer the value of their goods. • That there is a signed agreement — not as silly as it sounds, as very often when checking this simple administrative aspect of storage it is revealed that there is either no agreement or an unsigned agreement. • That the storer named on the agreement is the one who signed the agreement — third parties cannot sign up on behalf of another. The ONLY exceptions here are when signing up a Pty Ltd company (in which case the company is your storer, not the individual who signed on behalf of the company), and under a Power of Attorney. Husbands cannot sign on behalf of wives, one person cannot write two names on the agreement and sign for both, parents cannot sign for children and so forth. • That there are no other obvious problems with the agreement. This might include the lack of formal identification of the storer, the alteration of the agreement from one space number to another so that it is unclear which space the storer is actually using, and other issues.

Insider Dec-Jan 2017

”

Non-payment for 42 days does not equal 42 days’ default

This sounds simple, but we get many enquires on this. If I pay you 90 days in advance, and then don’t pay you anything for two months, I am NOT in arrears but still in advance by a month and you cannot take default action against me. The SSAA understands that at least one of the popular management software programs may be reporting in such a way as to suggest lack of payment is the same as arrears. You should manually check that what you are instigating for default and the counting of arrears days is actually the number of days the storer has used a space where no funds are available from any advance payment the storer may have already made. For example, if I pay you 60 days in advance, then make no payment for 90 days, I am 30 days in arrears.

Notices and “electronic only” Newer agreements allow for notices to be sent by electronic means only. But this is ONLY when the storer has consented to this. It is NOT ENOUGH that the storer has provided you with an email address or a mobile phone number. They must also

consent to electronic correspondence only. On older agreements this might read “email only”. When someone has NOT consented to electronic correspondence only, you may still send emails and SMS to the storer regarding their account, but you must also send snail mail and registered or trackable mail as set out in the MAP. When the storer has consented to electronic correspondence only, you DO NOT have to send account details or notices by snail mail or registered mail.

What can the ACP do?

The Alternate Contact Person (ACP) should also be sent copies of the default notices. They are addressed to [the Name of the Storer] c/o [the name of the ACP]. The ACP cannot give directions to the facility regarding the account or the goods, nor can they demand access to the goods. This is the case even when they make a claim that they have an interest in the goods (except for limited circumstances, such as serving a statutory declaration, circumstances which are too complex to go into in this article). However, under more recent agreements, when the storer won’t or can’t meet their obligations under the storage agreement the facility may elect to deal with the ACP. Under those agreements, when the account reaches 42 days in arrears, you may elect to negotiate with the ACP for payment of the account and removal of the goods. You do not have to deal with the ACP, nor does the ACP have to make a payment

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If you discover dangerous goods such as hazardous waste, used syringes or other items that may pose a health risk to staff, you may elect to dispose of the entire contents of the space.

”

and cannot be forced to collect the goods — ie. you cannot insist that they pay the bill. Instead, you may negotiate on terms suitable to both parties. For example, you may elect to release all goods to the ACP for less than what is owing to avoid having to sell. That would be your business decision.

also save the facility in tip fees. If you are considering selling by online auction, the SSAA recommends speaking with service member iBidOnStorage. This new service is successfully tapping into public interest in self-storage auctions created by American reality shows like Storage Wars.

Selling — is an online auction legal?

What if my online auction sells for $1?

Yes. In fact, many facilities achieve much higher returns on default spaces when using online auctions to sell up storers, in contrast with traditional auction house auctions. You must not mix goods when selling online (or any other method of sale), meaning only items from one storer should be grouped for sale, not items from several storers. Best practice is to complete a thorough inventory of goods, and attach the inventory to the auction listing along with numerous photos of items. The listing should be for the entire contents of the space, with the exception of any dangerous or illegal items as these cannot be sold. By selling all the items together members find that a better clearance of items for an overall higher price is being achieved. Ensure that you make it a condition of the auction that the successful bidder must remove all items in the space, which will

You have to prove you have taken steps to achieve the best reasonably securable price for the goods. If you undertake a detailed inventory, run an appropriate online auction (for example, bidding is open for seven days or more), include lots of photographs, and yet the only bid you get is $1, you will be protected from a claim from the storer as you can demonstrate that you took the steps to secure a reasonable price. It is all about the steps, not the actual price achieved in the end.

Dangerous goods

If you discover dangerous goods such as hazardous waste, used syringes or other items that may pose a health risk to staff, you may elect to dispose of the entire contents of the space. You should take photos of the risk (and please them send to the SSAA for our database) and a brief inventory of what went to the tip ie. several garbage bags, 10 unopened cardboard

boxes, furniture etc.). When hazardous waste is found you should not continue to sort through the items as they pose a significant risk of injury to staff, for which the facility may be liable.

In conclusion

Members should take the time to read the default sell-up steps in the MAP, as we have not gone into detail about steps, timing and other requirements in this article. Furthermore, members are encouraged to attend legal training offered by the SSAA. This one-day training session provides an intensive educative overview of many aspects of self-storage practice, including sell-up and default. Once members have taken the time to read the MAP, yet still have questions, please contact the SSAA for assistance at legal@ selfstorage.com.au. n

Simone Hill BA (Hons) LLB, LLM is the Legal Advisor to the Self Storage Association of Australasia.

Insider Dec-Jan 2017

TRADE

DIRECTORY Trusted suppliers to the self-storage industry.

Design & Construction Services & Suppliers  Storco Storage Systems

Jonathan Layton 2 Strathgrove Way, Orange NSW 2800 T: 02 6391 2800 E: info@storco.com.au W: www.storco.com.au  Universal Storage Containers (USC) Peter Nemiroff E: peter@universalstoragecontainers.com Shay Mcquade T: 0438 256 541 E: shay.mcquade@universalstoragecontainers.com W: www.universalstoragecontainers.com  ACR Roofing Christian Wright T: 03 9555 0955 E: christian@acrroofing.com.au, W: www.acrroofing.com.au  B & D Australia James Tyson T: 07 3883 0248 M: 0417 792 636 E: james.tyson@bnd.com.au W: www.bnd.com.au  Bridgmond Projects Pty Ltd Mark Venz T: 0438 072659 E: info@bridgmond.com.au W: www.bridgmond.com.au  Corporate Construction Group T: +61 2 9252 4747 F: +61 2 9252 4750 E: admin@corporateconstruction.com.au W: www.corporateconstruction.com.au  G&M Stor-More Michael Watson T: 02 4733 5048 E: michael@gmstormore.com.au W: www.gmstormore.com.au  Gliderol Garage Doors Tom Ainscough T: 08 8360 0000 E: tainscough@gliderol.com.au W: www.gliderol.com.au  KiwiMark Construction T: 07 576 5494 F: 07 576 5491 E: travis@kiwimark.net.nz W: www.kiwimark.net.nz  Multilec Engineering T: 08 9470 6492 E: td@multilec.com.au W: www.multilec.com.au

 Regis Construction Group

M: 0423 083 321 T: 1300 388 224 E: anthony@regisconstruction.com.au W: www.regisconstruction.com.au New Zealand Office Anthony Regis E: newzealand@regisconstruction.com.au  Rodger Giles Builders Trent Giles M: 0418 745 540 T: 07 3271 3522 E: admin@rodgergiles.com.au W: www.rodgergiles.com.au  Safetech Tony Krlevski T: +61 3 5127 4566 E: sales@stsap.com.au W: www.safetechtieman.com.au  STS Safetech Tieman Solutions T: 03 5127 4566 M: 0417 146 949 E: lukes@stsap.com.au W: www.safetechtieman.com.au  Southwell Lifts and Hoists David Head T: 02 4655 7007 E: sales@southwell.com.au W: www.southwell.com.au  Steel Storage Group T: +61 7 3865 1600 E: sales@steelstorage.com.au W: www.steelstorage.com.au Asian Office T: +65 6862 9365 E: sales@steelstorage.com.sg W: www.steelstorage.com.sg

 Taurean Door Systems

Sean Marceddo T: 03 9721 8366 M: 0409 489 881 E: Sean.Marceddo@taureands.com.au

Management & Operations  Storage King Martin Richards T: +61 2 9460 6660 E: martin@storageking.com.au W: www.storageking.com.au  Storage King New Zealand Mark Bateman T: +61 2 9360 3230 E: mark@storageking.co.nz

Valuations, Finance & Assorted Professional Consultants  Aon Risk Services

T: +61 2 9253 7000 W: www.aon.com.au/storage AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com W: www.aon.co.nz  Collins & Associates Malcolm Collins T: 03 8456 5134 E: malcolm@malcolmcollins.com W: www.malcolmcollins.com  GSA Insurance Brokers Carlo Gentili T: +61 2 8274 8130 E: carlog@gsaib.com.au  Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au W: www.selfstoragerealestate.com.au  Landmark White Pty Ltd Peter Roberts T: 07 3226 0000 E: peter.roberts@lmw.com.au  M3 Property Strategists Mitchell Bernoth T: 07 3620 7900 E: mitchell.bernoth@m3property.com.au Ross Perkins T: 07 3620 7901 E: ross.perkins@m3property.com.au  Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au W: www.midlandinsurance.com.au  Robertson & Robertson 1/8 Reliance Drive Tuggerah, NSW, 2259, Australia T: +61 2 4351 2200  Self Storage Investments Pty Ltd Simon Degaris T: 0425 340 878 E: simon@selfstorageinvestments.com.au W: www.selfstorageinvestments.com.au

Please check that your details are correct on this page as it is an important listing for customers to be able to contact you. If you need to add or amend any details please send an email to admin@selfstorage.com.au

Insider Dec-Jan 2017

Trade Directory

 Urbis

David Blackwell Direct: 02 8233 7627 M: 0409 771 310 Office: 02 8233 9900 E: dblackwell@urbis.com.au W: www.urbis.com.au  Wallace McLean Simon Keenan T: +64 9-358 7233 E: simon@wallacemclean.co.nz W: www.wallacemclean.co.nz

Ancillary Services  Visy Boxes & More

T: 03 9554 5600 E: vbm_vic@visy.com.au W: visyboxesandmore.com.au Branches across Australia and New Zealand. VIC/TAS: Gary Craven Office: 03 9554 5600 M: 0419 766 958 NSW: Michael Bown Office: 02 9602 3422 M: 0488 178 814 QLD: Brad Mondolo Office: 07 3348 3892 M: 0419 766 962 SA: Paul Maguire Office: 08 8262 2011 M: 0417 395 734 WA: Brad Webb Office: 08 9455 5777 M: 0419 766 139 ACT: Andrew Dailly Office: 02 6297 7211 M: 0408 696 010 NT: Caelum Cousins Office: 08 8947 1977 M: 0429 239 604 NZ: David Macintosh Office: 0011 649 279 6565 M: 0011 642 7434 2053  Betta Storage Containers Grant Bryant T: 02 9999 0150 E: mark@bettastorage.com.au W: www.bettastorage.com.au  Boxes by the Fox Rachel Grant T: 61 2 4284 2213 E: sales@boxesbythefox.com W: boxesbythefox.com  Ezidebit T: 07 3124 5500 E: sales@ezidebit.com.au W: www.ezidebit.com  Havener Enterprises Alan White T: 815 935 8383 E: alan@havenerent.com W: www.portablestoragebox.com  Homestead Press Joe Barbaro T: 02 6299 4500 E: printing@homesteadpress.com.au  iBidon Storage Grant McNamee T: 0410 445 933 E: info@ibidon.com.au W: www.ibidon.com.au  Integra Packaging Sean Clark T: 07 3848 9290 E: sean@integrapackaging.com W: www.integrapackaging.com

 Jetta Excess Baggage

Rosemary Ferguson T: 03 9335 2588 E: sales@jetta.com.au W: www.jettaexcessbaggage.com.au  Lock Distributors Australia Karen Crook T: 1800 28 77 24 E: service@lockdistributors.com.au W: www.lockdistributors.com.au  Lock Distributors NZ Ltd Karen Crook T: 0508 562 533 E: service@lockdistributors.com.au  Makinex Construction Products 15 Waltham Street Artarmon, NSW, 2064 T: +61 1300 795 953  MiniMovers T: 07 3892 4000 E: admin@minimovers.com.au E: marketing@minimovers.com.au W: www.minimovers.com.au

 National Energy Solutions Pty Ltd

Level 1, 73A Rupert Street Collingwood, VIC, 3066, Australia T: +61 3 8609 9276  Premier Box Pty Ltd Spencer Ives T: +61 7 5491 7604 M: +61 409 959 775 W: www.premierbox.com.au  Royal Wolf Trading Craig Baker T: 02 9482 3466 E: removals@royalwolf.com.au W: www.royalwolf.com.au  Self Storage Sales Australia Trevor Berry M: 0408962705 E: trevor@selfstoragesalesaustralia.com.au W: www.selfstoragesalesaustralia.com.au  Sweepers Australia Michelle Maxwell & Vaughan Rose T: 03 9562 7533 E: michelle@sweepersaustralia.com.au W: www.sweepersaustralia.com.au  Transcorp Removals John Christoforidis T: 1300 466 838 (Toll Free) E: enquiries@transcorpaustralia.com.au W: www.melbourne-removalist.com.au  Web ID Pty Ltd Ian Bland Unit 6, 9 Mirra Court, Bundoora, VIC, 3083 T: +61 3 9470 8420

Software & Security  Storman Australia Andy Pudmensky T: 07 3319 1522 E: sales@storman.com W: www.storman.com  Storman New Zealand Andy Pudmensky T: 09 280 3393 E: sales@storman.com W: www.storman.com  AD-TECH Security Adrian Rostirolla

T: 1300 30 60 90 E: sales@ad-tech.com.au W: www.ad-tech.com.au  AlarmQuip Security Systems Evan Richardson T: 07 5492 3242 E: evan@alarmquip.com.au W: www.alarmquip.com.au  Centreforce Technology Group Pty Ltd Dallas Dogger T: 07 3889 9822 E: sales@centreforceit.com.au SiteLink Software: www.sitelinksoftware.com.au R6 Web Sites: www.r6web.com.au District Manager revenue enhancement software: www.qstrom.com  O’Neil Australasia Pty Ltd Glenn Fichera T: 07 3255 1333 E: glenn.fichera@oneilsoft.com W: www.oneilsoft.com  PTI Australasia Pty Ltd Ben Parsad T: 07 3216 5524 E: sales@ptiaustralasia.com W: www.pti.com.au  Que Access Pty Ltd Ashley Hooper T: 0488 279 918 E: ashley@queaccess.com.au  Sentinel Australia Jason Keane T: +61 99882035 1300 852 117 E: jason@storagesecurity.com.au W: www.storagesecurity.com.au

Would you like to be listed on this page? Then become a SSAA Service Member. The Self Storage Association of Australasia has been looking after the interests of the selfstorage industry in Australia and New Zealand since 1990. It is the peak industry body and provides guidance to its members in both day-to-day operational procedures and the promotion of their business and the industry as a whole. A key factor in the success of the SSAA has been the relationship with its members. As a Service Member of the SSAA you could have the opportunity to build relationships within the industry through the various mediums and networking opportunities that the SSAA has available. You also have a unique opportunity to market your products and services directly to the industry through a number of opportunities that we have exclusively for our Service Members. In addition, you will receive all the information, publications, invitations and other correspondence that all members of the association receive, which will help you keep abreast of industry issues and ensure you have the most up-to-date information when dealing with the self-storage industry. As a service member you also have board representation. This ensures that you also have a say in the strategic direction of the association and the industry, you have the right to vote, nominate or become this important industry representative. For further information on how we can help make your service membership work for you, please call Craig McKenzie on +61 3 9466-9699 to obtain an application form. Insider Dec-Jan 2017

SSAA

BOARD MEMBERS Chairman - Keith Edwards All Secure, New Zealand Ph: +61 04 5676 655 E: keith@allsecure.co.nz

Shaun Bain

Keepsafe Storage, Western Australia Ph: +61 8 9200 2252 E: shaunbain@kbhgroup.com.au

Makala Castelli

National Storage, Queensland Ph: +61 7 3218 8116 E: mcastelli@nationalstorage.com.au

Ryan Coom

National Mini Storage, New Zealand Ph: +64 9 415 4390 E: ryan.coom@nationalministorage.co.nz

Liz Davies

Self Storage Australia, South Australia Ph: +61 8 8955 5555 E: liz.davies@selfstore.com.au

Insider Dec-Jan 2017

Andrew Eastwood

U-Store-It, South Australia Ph: +61 8 8276 1166 E: aeastwood@ustoreit.com.au

Jason Keane

Sentinel Australasia Ph: +61 3 9418 3942 E: jason@storagesecurity.com.au

Ivor Morgan

Jimâ€™s Self Storage, Victoria Ph: +61 3 9397 3438 E: ivor@jimsstorage.com.au

Sally Steel

Wilson Storage Ph: 1300 28 68 28 E: sally.steel@wilsonstorage.com.au

Inside SSAA

SSAA

STAFF Susan Phillips, CEO E: ceo@selfstorage.com.au

Craig McKenzie, Membership & Marketing Manager E: membership@selfstorage.com.au

Nicole Messina, Marketing & Events Coordinator E: marketing@selfstorage.com.au

Jeanette Jones, Reception / Administration E: admin@selfstorage.com.au

Simone Hill, Legal Advisor E: legal@selfstorage.com.au

Melinda Wyper, Accounts Officer E: accounts@selfstorage.com.au

LIFETIME

MEMBERS Mark Bateman Frank Cooney Liz Davies John Eastwood

Neville Kennard Bob Marsh Jim Miller Jon Perrins

Phil Robbie Mark Snooks

understanding, creating printing solutions.... ....a printer who knows self storage! putting ink on paper since 1977 3 Paterson Parade Queanbeyan NSW 2620 PO Box 624 Fyshwick ACT 2609 tel: 02 6299 4500 fax: 02 62994200 email: printing@homesteadpress.com.au SSAA member Since 1999

www.homesteadpress.com.au

Insider Dec-Jan 2017

Member Resources

MEMBER

RESOURCES

s part of SSAA membership members are provided with a wide range of resources to assist them in complying with relevant legislation, common law obligations and industry best practice. Many of these resources are located in the Manual of Advice and Procedures (MAP) which can be downloaded from our website (see legal resources). To access the resources available visit www.selfstorage.org.au, log in to the members’ only section of our website (using your username and password), and head to the resources page. For any log in issues contact our office on + 61 3 9466 9699 or admin@selfstorage.com.au

 BUSINESS MANAGEMENT

• Disaster Prevention and Recovery Guide • Dispute Resolution Guide • Valuation Guidelines • Mystery Shopping Information

 CHECKLISTS & LETTERS

• Sign up Checklist • Contract for Accepting Deliveries • Lock Break Form • Deed of Release

 HR & IR RESOURCES

• Employment Handbook: - Modern awards summary - Employment contract - Letter of appointment - Company policies - Position description for self-storage manager - Time wages and pay slip templates - Fair Work Information Statement - Small Business Fair Dismissal Code • National Employment Standards • OH&S Manual - Forms: Incident register; injury recording; forklift checklist; accident investigation checklist; medical release authority; return to work plan; ergonomic hazard management; housekeeping checklist etc.

 IT & ONLINE RESOURCES

• STOReFLASH bi-monthly e-newsletter • StorMan Web Links Pack • Storer Check (database for problem storers) • Storage Finder – www.selfstorage.com.au (for customer enquiries) • Trade Directory of service members (industry suppliers) • Self Storage Space Estimator • SSAA Insider Blog

Insider Dec-Jan 2017

 STORAGE AGREEMENTS  LEGAL RESOURCES

• Legal Advice • Police Watchlist • Frequently Asked Questions • MAP Australia & New Zealand - Storage Agreements - Standard Letters: 7 day overdue, 14 day, 21 day; 28 day; 5 month - Appendix documents - Notification Letters: notice for immediate entry; entry in 21 days to liquidator; to trustee; fee increase; lock break; termination notice • Privacy Documents Australia and New Zealand • PPSR Information

 MARKETING

• Insider Magazine Advertising - booking sheet, specifications and prices • Marketing Manual • Opportunity to advertise facilities for sale on our website.

 PUBLICATIONS

• Insider Magazine • Facility Traffic and Parking Study • Almanac Demand Study

 SSAA RESOURCES

• Constitution • Code of Ethics • SSAA Logos • SSAA Merchandise Order Form for: - Personal Storage Brochure - Corporate Storage Brochure - Code of Ethics Poster - Conditions of Agreement Poster - SSAA Flag - Australian Flag.

(also in MAP) • Standard Storage Agreement – Australia & New Zealand U • Managed Storage Agreement – 2P0DINATED 16 Australia & New Zealand • Mobile Storage Agreement – UPDINATED 201 6 Australia & New Zealand • Truck Hire Agreement – New Zealand • Trailer Hire Agreement – New Zealand.

 OFFLINE RESOURCES

• SSAA Window Decal & Membership Certificate • Annual Convention and Trade Show/Summit • SSAA Awards for Excellence Program • Regional Meetings • Training in Legal, Sales and Operations • Affiliations with the SSA in the USA, UK/ Europe and Asia • Exclusive Customer Goods Insurance Offer – NZ & AUS.

 COVENTIONS/SUMMITS

As a member you are entitled to attend our Self Storage informative events: • Staff Retreat, Sydney, Aust., 4–5 May 2017 • Owners and Managers Summit, Queenstown, NZ, 28–31 August 2017.

Disclaimer:

This magazine is intended to inform members of matters relevant to the industry in a general manner. It is not, however, to be used or relied upon as a substitute for professional advice. Before acting on any advice, discussion or opinion contained herein, readers should seek specific professional advice. The Association, editors and writers are excluded from any liability for damage caused, that arises from acting in reliance on any opinion expressed herein. All rights reserved. © Self Storage Association of Australasia.

Seasonâ€™s Greetings from

THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

OFFICE CLOSED

FROM 23/11/2016 TO 09/01/2017

New Members

NEW

MEMBERS Facility Members 4D Storage Limited 15 Manchester Street Paraparaumu, Wellington, 5032 New Zealand Ph: +64 4 902 4665

Storage Bream Bay Mokohinau Street Ruakaka Northland, 116 New Zealand Ph: +64 9 4327025

Combined Coastal Removals and Storage 15 Jarrah Street Cooroy, QLD, 4563 Australia Ph: 07 6554 7387

Ultimate Storage Solutions 45 Thistle Street South Launceston, TAS, 7249 Australia Ph: 03 6344 1532

Lindfield Family Trust 1 Ralston Drive Orange, NSW, 2800 Australia Ph: 02 6360 1136

Westvic Self Storage 419 Princes Highway Colac West, VIC, 3250 Australia Ph: 03 5231 6900

Mega Storage Galore 2492 Epping-Kilmore Road Wallan East, VIC, 3756 Australia Ph: 03 5783 2708

Whyalla Self Storage 1A Cook Street Whyalla, NSW, 5600 Australia Ph: 08 8645 8688

Organised Self Storage 292 Cullen Avenue East Eagle Farm, QLD, 4009 Australia Ph: 07 3268 2261

Mobile Storage Gateway Container Sales and Hire 70 Gosport Street Hemmant, QLD, 4174 Australia Ph: 07 3348 6463

Stockdale and Leggo Latrobe Valley Pty Ltd 27-29 Franklin Street Traralgon, VIC, 3844 Australia Ph: 03 5174 1833

Shuttlebox Pty Ltd 39 Daphne Street Botany, NSW, 2019 Australia Ph: 02 9316 8717

Provisional Members Catherine Crescent Secure Storage 111 Catherine Crescent Lavington, NSW, 2641 Australia Ph: 0419 505 581 No Shed Sherlock 50 Ninth Street Mildura, VIC, 3500 Australia Ph: 0409 502 932

OPD Developers Pty Ltd 6 Lahey Close Sherwood, QLD, 4075 Australia Ph: 07 3340 5100

Code of Ethics 1. Members must promote the good image of the industry through ethical and honest advertising and business practices. 2. Members must maintain industry best practice standards as set by the Association. 3. Members must ensure that their business practices deter the conduct of criminal activities on site. 4. Members must comply with all relevant laws and regulations in regards to developing and operating a self-storage business. 5. Members must use a properly executed SSAA storage agreement or equivalent legal binding agreement with all Storers. 6. Members will avoid using practices that do not support environmental sustainability where practical alternatives exist. 7. Members will ensure that their workplace provides the maximum practical level of safety for employees, customers and other visitors to the site. 8. Members should ensure that staff are competent in their duties and complete appropriate training in best practice standards. 9. Members should treat all customers with respect.

Insider Dec-Jan 2017

Merry Christmas from the Storman Software team

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