Insider M AG A Z I N E O F T H E S E L F STO R AG E A S S O C I AT I O N O F A U ST R A L A S I A
116 DECEMBER 2020 / JANUARY 2021
Up close and personal with
MICHAEL TATE
THE STATE OF THE INDUSTRY 2020 REPORT Takeaways to enhance your income
SSAA BOARD Meet the SSAA Board Members for the year 2021
2021 CONVENTION What is happening for the 2021 SSAA Convention?
LA NIÑA Being prepared for an extreme weather event
I NDUST RY NEWS | COM M UNICATIONS | HU MAN R ESOU RC ES | O H&S | TRADE DIRECTORY
CONTENTS | 03
SSAA BOARD OF DIRECTORS Chairman – Ivor Morgan Jim’s Self Storage, Victoria Michael Alafaci – Deputy Chair Storage King Group, New South Wales Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand
16
Martin Coote Lock Distributors, New South Wales Ned Coten City West Storage, Victoria
32
Wayne Dade Glenelg Self Storage and Western Self Storage, South Australia David Daddow Able Self Storage, South Australia
SSAA STAFF Susan Phillips CEO
30th Anniversary interview Market Highlights
16 Pests and unforeseen natural events
17 HANS PEARSON
SSAA New Board Member
REGULARS 4 Chairman’s Report 6 CEO’s Report 8 Industry News
Sandra Evans Office Manager
28 PR – To send or not to send
Vanaja Thomas Membership
34 OH&S
Andrea Bowman Paralegal Bryan Furtado Marketing & Events Melinda Wyper Accounts Michelle Stokes Reception/Administration
www.selfstorage.org.au TOLL FREE – AUS: 1800 067 313 TOLL FREE – NZ: 0800 444 356 T: +61 3 9466 9699 Address: Unit 4/2 Enterprise Drive, Bundoora Vic 3083 E: admin@selfstorage.com.au Connect to our Social Media via our website
www.selfstorage.org.au
Takeaways to enhance your income 12 Meet the SSAA Board members for 2021
14 STATE OF THE INDUSTRY
LIFETIME MEMBERS Sam Kennard Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks Richard Whalan
9 THE STATE OF THE INDUSTRY 2020
13 MICHAEL TATE
Andrew Eastwood U-Store-It, South Australia
Mark Bateman Frank Cooney Elaine Coote Liz Davies Dallas Dogger John Eastwood Simone Hill Neville Kennard
23
36 HR Help Desk – Getting your recruitment right 38 Dear Legal Help Desk 40 Trade Directory
18 What is happening for the 2021 Convention?
21 2020 has changed the way we do business
23 SSAA NEW MAJOR PARTNER PTI Security
24 FOCUS ON
Caroline Plowman CEO of National Mini Storage 26 Storman reflects on what was the most challenging year ever 30 Five ways to ge the most out of your Family Business membership 32 LA NIÑA Being prepared for an extreme weather event
Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au Designed by: Keely Goodall / E: keely@itsallgood.net.au Advertising and sub editor: Bryan Furtado / E: marketing@selfstorage.com.au Printed by: Homestead Press / E: printing@homesteadpress.com.au Insider magazine (Insider) is published bi-monthly by the Self Storage Association of Australasia Limited (ABN 23 050 341 725). This publication may not be reproduced or transmitted in any form, in whole or in part, without the express, prior written permission of the publisher. While every care has been taken in the preparation and publication of Insider, none of the Insider’s publisher, editor nor any of the publisher’s employees, sub-contractors or contributors give any warranty as to the completeness or accuracy of the publication’s content, nor do any of them assume any responsibility or liability for any loss, damage or expense which may result from, or arise in connection with, any inaccuracy or omission in the publication. The views or opinions expressed in Insider are not necessarily those of Insider’s publisher or editor. Furthermore, Insider has the right to accept or reject any editorial and advertising material. All letters addressed to Insider will be regarded as ‘for publication’ unless clearly marked ‘Not for Publication’. All submissions to Insider may be edited for reasons of space or clarity and opinions expressed in letters published in Insider are those of the author, not of Insider’s publisher or editor.
DECEMBER 2020 / JANUARY 2021 INSIDER 116
4 | CHAIRMAN'S DINK REPORT
Ivor Morgan, Chairman SSAA
We are preparing for our first online AGM and I am excited about welcoming members to the first in-person event this year.
On behalf of the Board, I would like to welcome Hans Pearson and congratulate him on his election to the board of directors for the SSAA. Hans was elected to represent the Large Operator Members category. Hans brings a wealth of knowledge and experience to the Board and has been involved in the self storage industry since 2008. His CV is very impressive and highlights the level of experience and achievements that will make him a very valuable board member to help steer the future direction of the association. We also welcome back David Daddow who has been re-elected for a second 3-year term to represent the Regular Members category. Thankyou David for your continued support of the SSAA.
Due to COVID-19, previously hosted Open Days could not be held in person. The Executive team quickly came up with an alternative solution to deliver this and the SSAA Industry Week 2020 was born. This initiative was well attended and was still able to deliver informative sessions via a digital platform and offered all involved a small taste of how our SSAA 2021 online Convention will be run. I am looking forward to the New Year and lots of work is going on in the background with Susan and the SSAA team organising and pulling everything together for the SSAA online Convention scheduled for March 2021. In closing the year out, I would like to wish all our members a very Merry Christmas and a Happy New Year in what has been a challenging 2020. l
new standard storage agreement* now available! *only available to financial members
putting ink on paper since 1977 3 Paterson Parade Queanbeyan NSW 2620 PO Box 624 Fyshwick ACT 2609 tel: 02 6299 4500 email: printing@homesteadpress.com.au SSAA SERVICE MEMBER SINCE 1999
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6 | CEO’S REPORT
Susan Phillips, CEO SSAA Festive Greetings to all Members, Yes, it is already that time of the year and what a year it has been. I have been working from my dining table since March (my husband snapped up our second bedroom for his home office!!) so I am so happy to be now back in the SSAA offices in Bundoora and welcoming back the Team. They all stepped up whilst we were in lockdown continuing to provide services to members, even if it was from their dining tables whilst juggling home schooling, the dog barking and the front doorbell ringing. And now it’s Christmas.
The SSAA Board and staff wish all our members and their families a very
MERRY CHRISTMAS We also wish you health & happiness as you look to 2021.
In this edition we have published several articles reminding members to be fully prepared for what might come your way this summer. If the predictions are correct, we could be in for a very wet summer. At the time of writing, preparations for our new look online Convention (March 2021) are well underway. It will be different, but we are striving to provide short, snappy, thought provoking information sessions at an extremely affordable price. I do hope you will join us. Best Wishes for a relaxing and safe Christmas break. l
Merry Christmas from Storman!
Sales & Marketing management
Single & Multi-site Integrated Payments
Online Move-ins
Contactless & paperless
Website Integration via our API
Access Control Integration
Integrated reporting & accounting exports
Online Payments 24/7 Interactive Facility Map
Local Support
8 | INDUSTRY NEWS
Farewell to Julia West from Fort Knox Self Storage Eighteen years ago Julia applied for a three-month temporary role at Fort Knox which turned into 18 years. During this time, Julia and the team celebrated four SSAA Facility of the Year Awards, two Manager of the Year Awards, a Community Development award, Diversity at work award, seven new site openings, two new business openings along with numerous redevelopments and expansions. Insider has documented the fantastic team-building charity work over the years, which created a tremendous team spirit within the company. We wish Julia all the best in the UK with her family.
PERSONALISED STORAGE NUMBER PLATES FOR SALE If you are in the New Zealand storage industry, this may be of interest to you. These two sets of personalised plates that John Worrall from the Bay of Islands Self Storage Ltd has decided to sell. If demand is high they may go to a blind auction. Contact John via email jhworrall@gmail.com
Baringa, Sunshine Coast.
2020 HAS BEEN A BUSY YEAR FOR KENNARDS SELF STORAGE Southport, Gold Coast.
Kennards Self Storage has 17 storage facilities in Queensland with two openings just recently. Both facilities are open 24 hours a day, seven days a week. The 16th one is located at 48-50 Edison Crescent, Baringa on the Sunshine Coast, located within the new business park at Stockland’s Aura. The facility houses both business and personal storage plus open outdoor storage spaces. Stage one has consisted of 463 spaces with drive-up access to many units. The 17th one is located at 1-3 Olympic Circuit, Southport on the Gold Coast. It consists of business and personal storage, plus mini-warehouses up to 50sqm with a total 822 storage spaces. It also has lockers, a box shop and a meeting room.
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www.selfstorage.org.au
STATE OF THE INDUSTRY TAKEAWAYS | 9
THE STATE OF THE INDUSTRY 2020
TAKEAWAYS TO ENHANCE YOUR INCOME
Have you read the SSAA’s new State of the Industry Report? If you are a member, then it's essential reading. There is a solid raft of information contained in this far reaching report that can benefit all members. It’s a lot more than a few numbers, it's real insight into our industry and those that supported its production are to be congratulated. By Dallas Dogger.
I
was involved a long time ago in the first statistical analysis conducted by the Financial Management Research Centre at Armidale and the new study reveals that we really have matured as an industry, especially over the last 10 years. The last Demand Study which was (not the same as the State of the Industry, but has some cross over data) completed in 2013 provided a snapshot into how our industry was performing and it’s been 7 years since a detailed study of the industry has been undertaken and it must be said that the new study is very comprehensive providing an early snapshot of the work undertaken by the SSAA. After a good read, what can we take away from the study that can make a material difference to the ‘average’ self storage site?
www.selfstorage.org.au
1
VACANCY
The average occupancy of the industry was reported at 83%. My calculations show that’s around $294 million dollars of revenue annually not in self storage owners bank accounts. We must have some vacancy, but do we need this much?
TAKEAWAY 1. What can you do to increase occupancy and therefore income? Have you got a compelling offer? Is your unit mix, right? Are your spaces clean and tidy? Can customers find you online? Is your facility well signed? Take time to review each of these and see where improvements can be made. Given the cost of construction, have you factored in the cost of vacancy? Did you really build 500 spaces only to have
DECEMBER 2020 / JANUARY 2021 INSIDER 116
10 | STATE OF THE INDUSTRY TAKEAWAYS
85 of them empty? How do you account for this real cost? Self storage sites need to be able to sell space every day and optimising the business to balance what is available and what needs to be rented is the key. Analysing your ‘average length of stay’ will help you plan for stock needed to be rented. Everything else should be rented and at the best rate you can achieve. Whilst the average is 83%, who wants to be average? TIP: The cash locked up in the vacancy is yours!
2
SIZES AND PRICES ONLINE
Let’s get this myth out of the way straight up. In the 2013 study, 80% of potential customers were asked ‘What was the most important feature they needed on a self storage website’? You guessed it, prices and sizes. With at least 80% using the Internet for primary self storage information, it is essential to show prices and sizes. Many sites still resist this basic need by customers. As one large operator in the US revealed recently: ‘If you are not online you are roadkill’. Not my words but you get his point. The COVID-19 Pandemic has seen a tripling of online contactless move ins, helping to bolster our industry.
TAKEAWAY 2. Dramatically, consumers are taking a lot less time to make up their minds about renting space and 58% expect to be able to transact online. More than 70% of enquiries come from the Internet, why be disconnected from this part of the business? Not showing prices online leading to a contactless move in model is harming your income. Without these tools you drive customers to competitors and you never get any of the afterhours rentals that many enjoy. It’s just another reason you’re not full!
3
REALITY V PERCEPTION
Like in 2013, there remains a disconnect between the perception of the price of a self storage space and its real price, with 49% indicating self storage is too expensive. Not much has changed. Uber Eats proves that consumers will pay for convenience. It seems some potential renters
Understanding why your customers rent with you is the first step to getting pricing right. think it’s too much of a hassle to move stuff in and out of our sites with 26% saying so. We need to work on our value drivers and maybe there is a way to help these potential storers. Someone will, if you don’t. A generation of discounting (you know the stuff others do but you don’t) may have played into the hands of the consumer. 67% said they look for discounted rates when choosing a site, making discounts part of the routine cycle for operators. Why do so many consumers look for discounts for a new rental? Is discounting an admission we charge too much for space? Somehow, we have taught consumers to expect discounts and we even go out of way to advertise discounts hard at our busiest times. Why not save that promo for quieter times? We give away income in the summer months when the consumers rent anyway. When have you ever seen an airline discount airfares at Christmas and Easter? Fundamental changes to discounting as a concept are needed too, if the industry is to have any impact on the perception that storage space is too expensive. Compared to the USA, we have a much larger spread of prices for the same size space in a location. How does a consumer know which is the right space to rent when there can be as much as 50% difference in the same size space? The Report revealed that lowest price was not the core driver for rentals. Convenience was. Understanding why your customers rent with you is the first step to getting pricing right.
TAKEAWAY 3. If there remains a disconnect between the perception of the price of a storage space and the price it is, with about half reckoning we are too expensive, then how do we break down
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this perception? Comparisons help like ‘Ever wondered how much it really costs to leave all your stuff in your garage?’ What about advertising ‘XYZ space, great for storing ABC only $250 per month. Save $30’. This form of advertising sets an expectation and for those not immediately storing it sets a price in their memory. That is why you anecdotally know the prices of cars you don’t even want to buy. Cars are mostly advertised on price and the car industry is rapidly moving to a ‘no haggle’ standard price model, mainly driven by online pricing. Local customers will pay to rent with you, reconsider your level of discounting, while staying competitive.
4
AWARENESS
MY TOP 5 TIPS:
Read the report cover to cover and see how your measure up.
Get online and show
prices and sizes and ensure you have contactless move ins on your site. (contact your software provider, they can help).
Do more local awareness
activity – engage the local community.
Review discounting and
don’t do it when you don’t need to.
Analyse your deals and
TAKE AWAY 4. We can do much more locally to expose our facilities to the local general public. From shopping centre displays to local community activities. Why not try engaging with your locals? They are your potential customers. If you have a prominent site with good road exposure, decorate it for Christmas and enter it in the local Christmas lights competition, many will drive past to see your display. This has worked for sites I have been involved in. Reminding your local market that self storage is a better, safer option than other forms of storage will help build awareness. Be creative!
CONCLUSIONS
The SSAA has delivered real insight discounts. Often you Take away the multinational into how our industry is performing and give away money for no operators and after 30 years or I have only scratched the surface of reason. more, awareness of brands remains in what you can do to improve your site’s single digits for most brands. income. Some brands work hard on We are blessed in the fact that we awareness, getting their name out to as have weathered the COVID-19 storm. many people as possible and that has increased awareness Reading the report and understanding where you fit in is of the industry. the first step in improvement. l Storage is a product that is not aspirational. People don’t spend Saturday afternoons browsing around sites. Around 20% surveyed could not nominate any storage Dallas Dogger is a life member brand. Given that self storage is a local convenience product, of the SSAA and chairman of the much more can be done to expose your brand in your local Centreforce Technology group, community. representing Sitelink Web Edition, A long time ago, I was the GM for Premier Storage R6 Digital and Storage income (the forerunner) of National Storage. I decided we needed Pros, all designed for self storage an awareness campaign for the group and organised a rentals. He has several commercial stand at the Brisbane home show. The result was very interests including self storage good with over 5,000 flyers handed out and more than investments and is a former successful operator. 70 reportable move ins.
12 | SSAA NEWS
Meet the SSAA Board Members for 2021
HANS PEARSON
MARTIN COOTE
CEO, STORELOCAL MANAGEMENT PTY LTD
DIRECTOR, LOCK DISTRIBUTORS
MICHAEL ALAFACI
RYAN COOM
WAYNE DADE
SSAA DEPUTY CHAIR CFO, STORAGE KING GROUP
BRAND AND INNOVATIONS MANAGER, NATIONAL MINI STORAGE
DIRECTOR, GLENELG SELF STORAGE / WESTERN SELF STORAGE
DAVID DADDOW
SHAUN BAIN
NED COTEN
OWNER, ABLE SELF STORAGE
MANAGING DIRECTOR, KBH GROUP
OWNER, CITY WEST STORAGE / SUNSHINE SELF STORAGE
IVOR MORGAN – SSAA CHAIRMAN GENERAL MANAGER, JIMS SELF STORAGE
DAVID DADDOW – RE-ELECTED TO SSAA BOARD FOR 2021 David has been re-elected to the SSAA Board for 2021. David has been involved in the self storage industry for 32 years. In his role as board member David is keen to see and help storage businesses grow from small to medium facilities. He has always had a hands-on approach and has been heavily involved in the construction of his self storage centres. Over time he has witnessed many changes within the industry. In his spare time, David project manages housing community projects in Fiji. His tally to date totals ten, with more planned as soon as travel bans are lifted.
INSIDER 116 DECEMBER 2020 / JANUARY 2021
www.selfstorage.org.au
SSAA CELEBRATING 30 YEARS | 13
Michael Tate CEO Storage King SSAA Board Member 2008 -2013 PROVIDING THE BRAND TO STRENGTHEN A FRAGMENTED INDUSTRY
I
In 1993 Michael joined Millers Self Storage. Michael came from an accounting and finance background and was employed as General Manager Operations with Millers Self Storage in 1993. Michael will admit that his love of Rugby Football helped him get the job as both he and Jim Miller share a love of the game. With his marketing zeal, Michael quickly moved to a marketing and sales role. Michael was influential in the early Millers marketing initiatives, including the establishment of Millers TV advertising conducted with the assistance of John Singleton’s advertising company. Millers, early advertising profile, not only benefited Millers but also was a boost to the whole of the self storage industry. Following the sale of Millers in 1998, Michael and David Scanlen could see the potential for further growth in the industry. Michael recalls that he and David saw the fragmented and dis-aggregated nature of the industry as an impediment and a constraint to value creation. After examining several franchise models, they formed Storage King. In their initial launch, they signed up 12 operators. The brand has shown continued strong growth as Storage King now has 170 branded facilities throughout Australia and New Zealand. In 2005 Storage King bundled 16 facilities comprising 14 Storage King branded facilities and two independent sites in an institutional-grade offering. The portfolio of properties was sold to Abacus Funds with Storage King taking on ongoing management. This transaction and the associated Storage King management model was an essential step in establishing the self storage industry as an institutional investment product. Abacus, with Storage King’s assistance, then purchased seven New Zealand Public Mini Storage facilities. Michael and Storage King took on the challenge of managing these facilities on behalf of Abacus, which boosted Storage King’s profile in New Zealand and added a new dimension to Michael’s role. Michael and his colleague, David Scanlen have refined the Storage King model over the years with the introduction of innovative management. While always focusing on high standards of customer service as their underlying goal, Michael and Storage King were also leaders in developing national profile advertising and establishing innovative pricing and incentive models. Michael’s wealth of experience has established the Storage King brand as a leader in management services in the self storage industry. Michael’s enthusiasm for the industry continues. He accepts that the industry will face challenges as a result of the COVID-19 pandemic. However, his experience in steering the Storage King brand though the 2008 Global Financial Crisis ensures that he is well equipped to manage these challenges. He is of the view that investment in self storage must be seen as a long-term investment and those that do so will continue to see strong returns.
www.selfstorage.org.au
NOVEMBER 2020 Abacus Property Group (“Abacus”) (ASX:ABP) is pleased to announce that it has an unconditional agreement to acquire the remaining 75% interest in the Self Storage operating platform, Storage King. “As part of this transaction, current Storage King CEO Michael Tate will join the Abacus Executive Leadership Team, and in his unchanged role will continue to drive and grow the Storage King business, with the benefit of the asset backing and management support of Abacus.”
DECEMBER 2020 / JANUARY 2021 INSIDER 116
14 | RESEARCH
STATE OF THE INDUSTRY 2020
MARKET HIGHLIGHTS: DEMAND DRIVERS The Market section of State of the Industry 2020 explores the self storage market, examining trends in demand and supply across the industry. This edition dives into industry demand and showcases the Storage Industry Gauge, created specifically for the industry to track the state of the market over time.
A
t a macroeconomic level, strong levels of population and dwelling approval growth have been underpinned by strong levels of overseas migration over recent years. Average income growth has been slightly lower than GDP growth, however unemployment had generally been trending down, with the initial impacts of COVID-19 resulting in a spike in unemployment. As population growth and dwelling demand slows, and unemployment rises over the short term, this could potentially lead to softer levels of demand for self storage facilities over the short to medium term. Across the industry, key demand drivers for self storage are known as the Four D’s and include density (population growth and living density), divorce rate, death rate and displacement. Population density has been growing solidly across major capital cities over recent years, however the sharp drop in forecast population growth over the short to medium term due to the impacts of COVID-19 will likely result in only modest change in population density. Any reduction or slowing in high density residential development over the coming years may have an impact on self storage demand. Interstate migration could be reduced over the short term, with Queensland and Victoria having benefited over recent years in attracting positive levels of interstate migration while Western Australia and New South Wales have lost population interstate. A slowing of housing turnover may have an impact on self storage demand as has been demonstrated in previous market downturns. Divorce rates and death rates drive demand for storage given the changes these life events present to personal circumstances. Over recent years, divorce and death rates
Across the industry, key demand drivers for self storage are known as the Four D’s and include density (population growth and living density), divorce rate, death rate and displacement.
have remained relatively stable, with some moderate decline across certain geographies. Severe weather events have been the main driver behind spikes in displacement levels across Australia and New Zealand over the past five years. In terms of demand driven by the housing market, the Australian market had been performing modestly over the past two-three years, with Sydney and Melbourne having peaked around mid-2017. Strong population and employment growth, along with a favourable interest rate/ lending climate and strong buyer sentiment had been key drivers over the second half of 2019, however transaction levels and price growth had been moderate. The impacts of COVID-19 will be absorbed differently across different markets – for example, the lack of overseas migration is expected to impact apartment and town house product in capital cities, with Sydney and Melbourne having the greatest exposure. Self storage is traditionally a resilient asset class, and whilst the full impacts of COVID-19 are still to be seen, many operators are reporting positive signs on the demand side that indicate the industry remains resilient.
WITH THANKS TO OUR GENEROUS INDUSTRY PARTNERS:
INSIDER 116 DECEMBER 2020 / JANUARY 2021
www.selfstorage.org.au
MARKET INFLUENCES OVER TIME One of the key objectives of State of the Industry 2020 was to bring together macroeconomic trends and industry demand drivers and overlay them with real industry insights to understand their influence on operating performance. Over time, macroeconomic and industry specific trends have had varying effects on the self storage market as explored here:
2017
The continued strength of the economy and healthy residential property market across most markets continues to drive revenue growth. Increased competition saw the emergence of fee concessions (eg. one month free or second month half price).
have been correlated to the 10-year performance trend in self storage revenue across East Coast Australian capital cities. A downward trend in the market score has been apparent, with the impact of COVID-19 on macroeconomic drivers influencing the 2020 score. Looking forward, a shift in economic performance will improve the result, including a strengthening of residential sales turnover, an increase in new apartment construction, a reduction in new self storage supply and a recovery of projected population growth – all of which showed the strongest correlation to revenue growth performance. The Storage Industry Gauge will be regularly updated over time as an indicator of market performance.
2018
A spike in new self storage supply intensifies the competitive landscape and the use of fee concessions. Demand is strong in major cities likely to be fuelled by a high volume of new apartment releases to the market. ‘Other Income’ revenue starts to decline.
2019
Fee rate growth begins to slow, new self storage supply increases competition and macro demand drivers soften. . ‘Other income’ revenue continues to decline as alternate retailers increase storage merchandise sales. A record year for transactions continues to compress capitalisation rates.
STORAGE INDUSTRY GAUGE As part of State of the Industry 2020, the Storage Industry Gauge was developed to visually represent the current state of the self storage market, reflecting the condition of the economy, the strength of traditional demand drivers and the impact of supply. Key drivers such as population growth, unemployment rate, average household income growth, residential sales turnover, new apartment completions and self storage supply
The next edition will explore new supply, the impacts of industry consolidation and development across the industry. State of the Industry 2020 highlights changing fundamentals in an industry full of opportunity. l To read the full report and discover insights and opportunities for your business, login to your SSAA member portal.
We wish you a very
Merry Christmas AND A HAPPY NEW YEAR
We look forward to working with all our clients old and new in 2021 0403 533 640 info@storassist.com.au www.storassist.com.au
16 | MAINTENANCE
Pests and unforeseen natural events By Timm Martin – Sentinel. PRO-TIPS FOR PREVENTING PESKY PEST PROBLEMS
2
020 has reduced the number of people using storage facilities, and as a result, it has raised a few issues that are typically only seen annually. Recently there have been requests to help with issues like ants invading gate motors, possums nesting in roller doors, spider web blankets covering 30-40 units at once along with CCTV cameras, bee’s finding a new home in an entrance keypad and even a caterpillar infestation. As facilities start to ramp back up over the busy Christmas period, there are a few preventative measures facilities can take now to help alleviate any natural occurrences. Not everyone knows the number of their local apiarist (though I do now).
l NEVER spray anything directly onto a keypad or into motor casing. l Outdoor long term surface sprayapplied halfway up keypad stands and near the base once a week can deter pests. l Ant sand barrier applied around gate motor housing but NOT across rails is a fantastic deterrent. Re-apply frequently, and eventually, ants will target other areas. Sweep away leaves regularly. l Wasp nests should be removed quickly, so ensure there are thorough walk-throughs weekly and lookup. These should only be removed by a professional. Wasps are aggressive when their nests are disturbed. Wasps are attracted to sweet things, and proteinbased foods and their nests do significantly more structural damage than beehives so always good to notice and remove them early. The glucose in wax-covered boxes is particularly attractive to wasps so again discourage storers from using supermarket boxes or fruit store boxes. l Deter bees by blocking all small holes (EG: plastic grommets for keypads). Bee’s swarm around a queen who can easily be identified and removed by a professional, and many apiarists will gladly relocate them for you. Once removed they rarely return to the same spot. (Find out your friendly local apiarist today) l Rats and mice reproduce quickly so as always it’s important to notice any issues early. Again, block all openings around the perimeter of the property. Discourage customers from using boxes/packaging that has residual smells in them (EG: supermarket boxes) when storing.
INSIDER 116 DECEMBER 2020 / JANUARY 2021
As facilities start to ramp back up over the busy Christmas period, there are a few preventative measures facilities can take now to help alleviate any natural occurrences.
Wax blocks in protective cartons is a great deterrent and visible display to your customers that you care about their belongings and your facility. You can spot entrances easily as they leave behind oil marks as they squeeze into small spaces. l Spiders are again attracted to quiet, dark places. An excellent long-term surface spray across the bottom of roller door seals and circling all door latches, and anywhere they can crawl under and hide. Important to also spray inside the unit perimeter and behind the closed doors. Redback and Whitetail spiders pose a threat but love rubbish and unattended plants so important again to clear away old pallets etc. and always check outdoor potted plants. They are disturbed by constant vibration (trolleys going past aisleways etc. etc.), so again they thrive in areas where customers do not frequent. l Clear cobwebs away from CCTV cameras as soon as possible. Even small movement can set NVR recorders off and running and significantly reduce your recording time and false alarm readings. A little preventative maintenance, facility awareness and knowing who to call, helps significantly in turning a significant catastrophe into a minor inconvenience. l
www.selfstorage.org.au
SSAA NEWS | 17
SSAA – NEW BOARD MEMBER
Hans Pearson
T
he SSAA welcomes Hans Pearson, CEO of The StoreLocal Group, who has joined the Board as the Large Operators Representative Hans has been an active investor in the self storage industry since 2006 and established the now nationwide StoreLocal management operations platform in 2015. Hans has been an active member of the SSAA since 2012. The industry is undergoing rapid transformation and Hans believes that the SSAA can play a key leadership role in assisting members through the next 12-24 months of change. In his Board role, Hans will bring a focus on collaboration with Large Operators to ensure that the SSAA understands and responds to the key issues and challenges that these operators are managing. Hans will also work to grow the overall industry awareness for the benefit of all Members and will contribute to practical matters by evolving the SSAA’s guidance to Members on topical issues such as automation, technology, and insurance. Hans and his team are regular attendees and contributors to SSAA events and of course the Annual Convention, which will be an online event for 2021 on the 9 and 10 March. selfstorage.org.au/event/ssaa-convention-2021
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18 | FEATURE SSAA CONVENTION
What is happening for the 2021 SSAA Convention?
2
021 is going to be a year of caution in light of on-going developments with COVID-19. The SSAA has had numerous discussions with the Board of Directors and as a result has decided to move the SSAA Convention 2021 to a fully online, virtual experience that will take place over two days on Tuesday, 9 March to Wednesday, 10 March. The SSAA believes this is the safest approach for the well-being of members and staff. We are excited that a virtual event makes it possible to broaden the learning opportunities and engagement within the industry during this time. Attendees will be able to participate virtually in conversations around changes within the industry. The number one thing that SSAA members see as a highlight of Conventions is networking, and we are ensuring this still occurs in the virtual realm. Attendees will be able to partake in interactive and engaging experiences through
a new dynamic online conference platform. The online system has interactive exhibition features and includes multiple opportunities for sponsorship exposure, all while attendees connect from the comfort and safety of their home or office. It is an easy online system to use, and the SSAA team members will be there every step of the way to help you and ensure everyone is involved and receives the maximum benefit of this alternative Convention. The Convention schedule will be spread out over two days consisting of five hour days so that the content is presented in more digestible segments. Best of all, sessions will be easily accessible on-demand for Convention attendees to view at their convenience. Over the two days, you will hear from experts in the self storage industry on many topics and content from novice to master levels will be offered. Content will include innovative methods to market your facility, adopting new software and technology systems to help with the smooth running of your facility. Or for those who are building or expanding their facilities, there is a wide range of design and construction companies that can provide expert advice and practical solutions. The 2021 Convention is designed explicitly for those who work in the self storage industry that includes service providers, administrative personnel and facility owners. The SSAA has hand-picked presenters to lead each of the sessions. The presenter’s reputations and expertise in specific topics will make this online format as empowering, informative and enlightening as the in-person annual SSAA Convention. Speakers will include Andrew Klein – MC, Craig James, Chief Economist – CommSec, Ashley Fell – Social Researcher, Linda Sharkey – Cushman & Wakefield, Tony Raunic – Hunt & Hunt VIC, Darryl King – Jackson Russell amongst others. Registrations are opening soon. l
Southwell Service & Modernisation
Refurbish your old hoist - For a free assessment contact 02 4655 7007 or email service@southwell.com.au Southwell Engineering doesn’t just engineer market-leading lifts and hoists. Our experienced team of technicians can make tired and broken-down hoists work better than they did brand new. We can also add new functionality more cost-effectively than installing a replacement. Southwell’s expert technicians will bring back ‘as new’ functionality to your lift Upgrade from goods-only to goods plus personnel and disabled access to meet the latest codes NCC/BCA, WHS Standards at a fraction of the cost of a new hoist Enhance your lift communication system to GSM standard for better workplace safety Switch out manual doors to an electric roller door for efficiency and ease of use Quick turnarounds for reduced downtime Guaranteed and maintained by Southwell Lifts and Hoists with 100% parts backup
Problem
Solution
Existing hoist manufactured in 1993 and with manual doors. Its mechanical door lock was broken beyond repair, the part discontinued and the old electrical controls did not meet the new codes.
Southwell upgraded the existing manual doors to powered doors to provide their storage clients with easier automated more lift-like operation. We also painted the hoist and gave its facade a much-needed facelift.
Southwell Engineering - Since 1945 Southwell is a proud, family owned company. Since 1945 we’ve been engineering, high-quality cantilever and scissor products in-house here in Camden, New South Wales, delivering and installing them around Australia and the world. We design registered one of the original Australian hoist designs and we’ve continued to innovate, with creations like our Car Lift with Integrated Turntable.
36 Edward St, Camden NSW Australia 61 2 4655 7007 southwell.com.au
2021 PLANNING | 21
2020 has changed the way we do business
C
OVID-19 has, almost overnight has changed the reality of business. Customer’s incomes have been squeezed, the lack of personal interaction has impacted the closing of sales, and some facilities have and will see their core value proposition become less important. The health and safety of employees, customers and their families is the priority, but from a business perspective, the COVID-19 pandemic is turning the global economy upside down. Storage facilities need to sustain value, be flexible and creative in supporting customers in this tough time by working with them to weather the fall out of this crisis together. Many facilities are lucky so far not to have been directly affected by COVID-19, but they may still feel the impact of a general slowdown as time goes on. The crisis is exerting sudden and unprecedented pressures — sometimes up, but more often down — on demand and pricing. You may find that customers are asking for discounts and contract renegotiations, while some competitors may be making aggressive pricing decisions. Now is the time to ensure that your sales and front of house team receive updated training in negotiation, value selling, and pricing. The winners will be looking for customers’ short-
term pain points and offer solutions without destroying long-term value. It may mean providing temporary pricing or volume relief. But be wary of discounting as it can become a habit that can be hard to remove. When facilities who routinely discount deals by 25% or more, a lot of that discounting is just habit rather than strategically crucial in the negotiation. If you are suggesting discounting that is outside your standard offers, put the appropriate approvals and training in place to ensure discounting behaviour remains responsible and strategic. Another idea, instead of slashing prices, consider temporary promotions, non-monetary discounts, or discounts that help fill space. Look at where your availabilities are now and incentivise those and then try to upsell.
You don’t need to look at your competitors and try to replicate their offerings to stay on the same playing field. You need to understand your facility’s position in the marketplace. Be on the front foot and anticipate competitors’ likely reactions, and plan how to respond. Price cuts may be easy to replicate, but they can change clients long-term perceptions of brand value, and perception is the key. Look for opportunities that preserve and sustain value. Ensure each significant decision you make in the coming months is mindful on the longer-term implications for the company and its employees and customers. If you can find win-win scenarios to support customers and employees during this challenging time by remaining flexible and focused, you will preserve the business. l
s a m t s i r h y r C r Me FROM
VISIT: www.alarmquip.com.au
OU! AM TO Y
URITY TE OUR SEC
CALL US: 1300 552 520
20 Years of Delivering Seamless Self-Storage Projects in Australia & NZ Architectural Design
Engineering
Permits
Building Structures
Storage Unit Construction
Building Conversions
Turn Key Solutions
Warehouse Construction
SSAA MAJOR PARTNER | 23
PTI Security SSAA new Major Partner
P
TI Security Systems has been the worldwide leader in self storage access control security and integrative technologies for over 40 years. Our goal is to advance access control innovation in the self storage industry and create solutions that operators are excited to choose. SSAA is a crucial partner in sharing this vision with leading operations across Australasia and will undoubtedly be a vital source of feedback from operators as we increase our involvement in SSAA-sponsored material and events. While we have had an active presence in Australasia for over 20 years, becoming a Major Partner was a natural next step in the evolution of our relationship with the Self Storage Association of Australasia. The networking opportunities and two-way communication provided by the Major Partnership are immensely valuable in ensuring that the products we continue to bring to market are not just great in theory but actually support operations in achieving their financial goals. 2020 has brought a host of challenges to the world as organizations adapt to the ‘new normal’. While we look forward to the day where we can meet and collaborate live with you once again,
www.selfstorage.org.au
we are grateful for the full slate of virtual events that SSAA has introduced. It’s more important now more than ever to find new ways to stay connected to industry leaders as we continue to respond to the impact of COVID-19. This conduit to operators will become increasingly valuable as we continue to bring new solutions to the market in the coming months and years, including our full suite of cloudbased access control software. This new technology will help PTI customers build more efficient and connected
operations that improve the customer experience and, ultimately, their bottomline. Stay tuned for more.
NEW PARTNERSHIP, IMPROVED EXPERIENCE Even during the global pandemic, operators can continue to rely on the same trusted security integrators that have been helping them for years. To better serve the market, we have also added a new distribution partner in Storage Security, led by industry-veteran and former SSAA board member, Jason Keane. The depth of experience Jason and his team bring with over 20 years of self storage experience in Australasia will give PTI Integrators and Operators the support they need to ensure a best-in-class security strategy. Working together, we look forward to delivering an exceptional customer experience that goes further than just securing a building but also serves as a vital component of maintaining a profitable business. We look forward to all that 2021 has in store and are grateful to SSAA for everything it does to foster opportunities to connect so that we can continue to learn and grow together. l
DECEMBER 2020 / JANUARY 2021 INSIDER 116
24 24 || DINK FOCUS ON
CAROLINE PLOWMAN CEO OF NATIONAL MINI STORAGE, NEW ZEALAND Insider (IN): Tell us about your background and how you got into the Self Storage industry Caroline Plowman (CP): My career started in Europe where I studied hotel management in the Netherlands, then l worked eight years in finance in the hotel industry in France, Belgium, Germany and the Caribbean before moving to New Zealand in 2007. I joined PwC in Auckland who happily sponsored my residency visa and stayed for nine years. I provided financial advice for many privately owned businesses, mainly in the property sector and retail sector. Then, I decided to move into a more commercial role at the coalface of decision-making at National Mini Storage, as the financial controller (for three years) in 2017. IN: How are you enjoying your new role? – What changes have you made? CP: I love my new role, although I must admit it has been a bit of a ‘baptism of fire’ being appointed CEO on 1 March 20 and then going into Level 4 lockdown three weeks later. Lots of the changes we have made are people-related with the main focus
on the health and wellbeing of our staff as supporting each other is one of our core values. We have upped internal communications, by using WhatsApp groups and video messaging to virtual meetings, virtual quiz nights and virtual morning teas. This year we also decided to provide our team subsidised medical insurance to assist with looking after their wellbeing. We have regular staff surveys and analyse/discuss results to ensure we look at continuous improvements. From a customer perspective, we offer contactless move-ins for customers, we have launched a box shop and have Perspex screens in offices to protect both customers and staff, provide hand sanitiser, use COVID-19 signage, additional cleaning of all touchpoints. IN: How important do you find the SSAA to the industry? CP: It is essential to have an industry body to streamline processes and procedures for members, set industry standards and provide a platform to network with other providers and suppliers. IN: How big are your facilities? CP: We have a range of facilities, and our smallest facility has 400 garage style units, whereas our largest facility is a multi-level facility with 1,500 units. In total, we currently operate ten facilities with a further one under construction and due to open soon.
INSIDER 116 DECEMBER 2020 / JANUARY 2021
IN: What lessons have the last 12 months given you? CP: Don’t take the status quo for granted, we live in a world where changes can come very rapidly, and it is crucial to be adaptable. Look after yourself and your staff and customers. I am fortunate to work with a great team, and together we’re strong! IN: How has this changed since you started? CP: Growth continues, competition is on the rise, and we are experiencing growth in technologies and innovation in the industry. There also is a bit of consolidation happening with Australian companies purchasing existing New Zealand facilities. IN - Do you plan on expanding? CP: Our 11th site is under construction, and we have purchased a 12 th development site, with construction to commence in 2021. We also have an existing site that still has further room for expansion. IN: What advice would you give someone looking to come into the Self Storage business? CP: It is very stable compared to many other industries. Self storage may appear to be a simple business, but there is more to it than meets the eye. Make sure you do your research before entering this business. I believe there are still many improvements to be made in terms of digitisation which is exciting. l
www.selfstorage.org.au
I N S U R A N C E
B R O K E R S
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SELF-STORAGE INSURANCE E INSURANCE SPECIALISTS ALISTS
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STORMAN REFLECTS ON WHAT WAS PROBABLY THE MOST CHALLENGING YEAR EVER!
T
he year 2020 will always be remembered for the year where everyone had to deal with the onslaught of a worldwide pandemic and the lucky ones among us came out of the other side with a better understanding of what it means to
be resilient. For many self storage businesses, it was incredibly hard or nearly impossible to work remotely, and for some, they had to adjust to a ‘mostly online’ approach quickly. Safety was at the heart of all decisions, and we adjusted our sails to help our customers through some very challenging times. There is nothing like a crisis on a global scale to put into perspective the sheer determination of our industry. COVID-19 restrictions made more storers interact with self storage businesses online as they used the internet to research pricing and availability, complete bookings, and make payments. For many self storage operators, the idea of a standard storage sign-up process moved very quickly from a ‘nice to have’ paperless approach, into an urgent, automated and contactless need. We saw a phenomenal increase in the uptake of contactless sign-ups, as well as operators needing to access their software away from the office.
INSIDER 116 DECEMBER 2020 / JANUARY 2021
A BUSY YEAR FOR STORMAN We added a lot of new features into Storman Cloud this year – here are some highlights: l The new Storman Cloud invoice designer gives more ways to style your invoices. l An ‘advanced customer search’ was added to help find virtually anything easily. l Storman has reimagined the facility map in Storman Cloud. It is bolder, more beautiful and so much easier to use and set up! It provides an innovative way for our users to interact with a visual representation of their facility. l Our new knowledge base and support portal was released, filled with lots of articles and videos to help our users find the information they need. l Our Storman (online) move-ins add-on was quickly adapted and improved to provide storers with the ability to: • Sign-up from home, • Sign-up from your website, • Sign-up in-store on an iPad or tablet, • have the latest storage agreement from the SSAA.
www.selfstorage.org.au
2020 REFLECTION | 27
There is nothing like a crisis on a global scale to put into perspective the sheer determination of our industry.
largest integration project we did was working with Storage King to help them integrate their new website with Storman Cloud to provide an online booking system and box shop. The website went live in May 2020, and it was a great success.
WHAT DOES 2021 HAVE IN STORE? l We’ve made adding payments into Storman Cloud much easier, especially for those who have customers deposit directly into your facility bank account – no more opening each account one by one. We love to hear your feedback about our product – it’s all taken on board and communicated to our product design team. If you have a suggestion for our products and services, please email us at cloud@storman.com.
A KEY MILESTONE REACHED We were very excited when we reached a crucial milestone in September, where over half of our customers have now adopted Storman Cloud. Customer feedback has been outstanding, and they love the good looking and simplified screens, access from anywhere and the convenience of overnight processing as it ‘just happens’”. Storers are also enjoying the ability to sign up from anywhere. This feature was described recently by one of our Victorian customers as a ‘godsend’ due to lockdown restrictions. The facility was able to continue to trade and provide a much-needed service to the local community.
NEW CLOUD-BASED ACCESS CONTROL INTEGRATIONS We partnered with two new access control providers and their latest products. Both of these access control products work with Storman Cloud to provide a true cloud-to-cloud integration. All Secure Self Storage in New Zealand chose ICT ProtegeGX™ as their access control system and asked us to build an integration with Storman Cloud. “We positioned our business to be ready for the future and to be in a position to offer the best and latest technology to our customers.” – Owner, Keith Edwards. “We have used Storman Software for over ten years now and have been thoroughly impressed with their product. They have recently partnered up with ICT to develop some new systems which have been extremely beneficial to us. Great service and a great team! Happy to recommend Storman Software to anyone.” Nick Brennand – Manager, All Secure Self Storage. The second cloud-based integration was with Nokè™ (pronounced “No key”). Nokè™ allows facilities and storers to have completely keyless access and entry, with everything driven by an app installed on your smartphone. We’re excited to announce this new Storman Cloud integration with Nokè™, which will be available early next year (2021). Both products provide great glimpses into how self storage access control can be used in the future. Website integrations everywhere! A number of our clients integrated their websites with Storman Cloud this year using our new cloud-based API. The
We can’t always predict the future, but here are some of the exciting things we have planned for the start of 2021. Bulk customer communications will be coming in quarter one of 2021 to Storman Cloud. This will allow customers to mass communicate with storers for reasons like announcements, marketing and general updates. We’re adding great new features for our multisite users, such as accessing the availability at another facility, as well as transferring leads and inventory to another site to name a few. There will be further developments to our cloud-based access control partners. For our users without cloud-based access control systems, we have a new lightweight application to handle communication between Storman Cloud and your gate – lookout for something called the ‘Storman Gate Broker’.As we wave 2020 goodbye, we would like to thank our customers for their support during this challenging year and to take this opportunity to wish everyone the best for 2021! We’re looking forward to a little downtime over the holidays and starting the new year with renewed energy! l
SELF STORAGE BUSINESS AND FREEHOLD FOR SALE IN MELBOURNE’S SOUTH EAST
Such a substantial land holding with an existing and stable self storage business and significant development potential is an opportunity for owner operators which rarely comes onto the market.
Zoned Industrial 1, in highly sought after area in Hallam, minutes from major arterial highways. Land area 15,739 sqm approx. 227 drive up storage units over 2,803 sqm approx. NLA with wide driveway access. Additional industrial buildings. FOR FURTHER INFORMATION ON THIS PROPERTY CONTACT
Matt Walsh 0411 880 054 mwalsh@highwayfrontage.com.au
www.selfstoragerealestate.com.au HIGHWAY FRONTAGE ARE SSAA MEMBERS
28 | COMMUNICATIONS
To send or not to send? The case for regularly communicating with your customers. By Rebecca Smith – That Comms Co.
YOU’LL GET THE BIG PICTURE Quantitative data gives you lots of insight into your business and how it is performing but there’s nothing like having qualitative data in the form of direct customer feedback to help you understand the big picture. By communicating regularly with your customers, you’ll benefit from greater insight into the reasons behind their purchasing decisions and behaviours. This can lead to business improvements and positive developments that you may otherwise have never considered.
I
t can be difficult to know when to contact your customers proactively and how often to do so — especially if things are ticking along nicely and it feels like there’s nothing particularly exciting to report. Let’s therefore start with why you should bother to get on the front foot with customer communications.
YOU’LL GET FEEDBACK FROM CUSTOMERS Customers are likely to contact you if they are dissatisfied with something however getting their feedback on more general topics, such as things they value about your service or how you might improve things, can prove difficult. By maintaining a regular dialogue with your customers, you leave the door open to receive helpful feedback and connect with them.
YOU CAN RESPOND TO POTENTIAL ISSUES W If there’s a problem brewing, you may not hear about it until it reaches crisis point if you don’t reach out to your customers regularly and welcome their feedback. Getting an early indication that something is wrong means you can nip the issue in the bud before it becomes a bigger problem.
SO HOW OFTEN SHOULD YOU COMMUNICATE? Now that we’ve gone through some of the benefits of regularly communicating with your customers, it’s important to consider how often you should reach out. We’ve talked in previous Insider articles about what channels to use for your communications including social media, website, text message and email, as well as face-to-face. And the ideal frequency of your customer communications will vary for each platform. Keeping your social media channels active and updating them 2-3 times a week with relevant and interesting content is a great way to engage with customers on a regular basis. It also allows you to share and receive information in a timely fashion. Social media is a highly effective way to promote special offers, encourage referrals and run competitions, which you can do liberally as long as the content is relevant and attractive to your followers. Emails are appropriate when you have news or more detailed information to share with your customers. It’s important to apply a strategic lens to engaging with your customers over
INSIDER 116 DECEMBER 2020 / JANUARY 2021
email as there’s a fine line between acceptable and healthy levels of communication via this channel, and what could be perceived as spamming! To avoid the latter, an e-newsletter (EDM) can be a great way to streamline your customer communications as it enables you to consolidate updates in the one communication. An EDM needs only to be sent on a monthly or even quarterly basis — but its delivery should be punctual and consistent so that your customers learn to expect when it will arrive. You might also want to consider reaching out to your customers individually. This could involve scheduling a quick yearly phone call to check they’re satisfied with your service and to get their feedback. If they are a new customer, a check-in call a week or so after they sign up is a nice way to get their immediate feedback, and also set the tone for good communication early in the relationship. In the long run, regular communication with your customers is a mutually beneficial activity that will improve their satisfaction with your service and also help to drive your business. It is therefore important to plan and diarise your regular communications with customers in advance so you don’t miss opportunities to have meaningful exchanges with them. l Need more help with your customer communications? That Comms Co. is the SSAA’s preferred public relations and crisis communications service for its members and is able to be engaged to prepare holding statements and customer communications as required. For more information. Free call 1800 067 313 (Australia); 0800 444 356 (New Zealand); or email admin@selfstorage.com.au.
www.selfstorage.org.au
30 | FAMILY BUSINESS MEMBERSHIP
Five ways to get the most out of your Family Business membership
D
id you know that as part of your Self Storage Association Australasia membership, if you are a family owned business, you automatically become an Associate member of Family Business Australia (FBA) or Family Business New Zealand (FBNZ). FBANZ are the peak associations representing all familyowned Australian and New Zealand businesses. Through this alliance, you receive exclusive access to a wide range of perks and benefits that you can use to amplify your competitive advantage. Here are five simple ways you can benefit from being an associate member of FBA or FBNZ.
WHAT IS FAMILY BUSINESS AUSTRALIA AND FAMILY BUSINESS, NEW ZEALAND? Family Business Australia (FBA) and Family Business New Zealand (FBNZ) are the peak membership bodies for family businesses. FBANZ serves over 3,000 family business members and advisors and understands the vital role they play in the global economy. Their main aim is to empower family owned Australia and New Zealand businesses and provide the tools necessary to thrive in the future.
1
Use the ‘A family-owned Australian/New Zealand Business’ Emblem What do Bundaberg Brewed Drinks, Coopers Brewery, Haigh’s Chocolate, Kennards Hire, Hynds and A.H. Beard all have in common? They are all family owned Australian or New Zealand businesses.
Statistics show that more and more consumers are searching for local businesses to buy from1 and displaying the ‘A family owned Australian business’ or ‘A family owned New Zealand business’ emblem on products, websites and signage. These emblems help customers easily identify your business as a local business.
2
Create a listing on the www.wearefamilyowned website
For Australian members, you can join over 1,000 family-owned Australian businesses listed on the www.weare familyowned.org.au directory.
By adding your business to the directory, you will be able to expand your family business to reach a wider audience. Plus, your dedicated listing can increase your brand exposure to potential customers. To begin the process, email FBA’s membership team on membership@familybusiness.org.au
3
Build trust with your customers
A large portion of businesses in Australia and New Zealand are family owned and operated. They are the backbone of our economies, and statistics show that 75% of consumers trust family businesses over their corporate competitors. 2 There’s never been a better time to promote the fact that you are a family owned Australian or New Zealand business as market trends start to show consumers spending more on homegrown products and supporting local businesses. FBANZ prides itself on supporting its members through a wide range of advocacy and marketing, and your business can benefit from this extra promotion.
INSIDER 116 DECEMBER 2020 / JANUARY 2021
4
Use the Family Business Diagnostic Tool
5
Become a full FBA or FBNZ member and reap the rewards!
This handy tool enables you to identify areas of your family business that requires attention and develop strategies that you can easily implement. By using this Diagnostic Tool, you will be able to see where your weaknesses are and take the appropriate actions to move your business forward! You can start using the Diagnostic Tool via the website www.familybusiness.org.au/ professional-development/familybusiness-diagnostic-tool
Upgrade your associate membership today to start fully benefiting from your full membership. Please take full advantage of a wide range of resources and tools that are on offer to our members including: l Exclusive access to members-only networking events l Online webinars and events l A dedicated support group – The Forum Group Program l Member-exclusive pricing to various education and professional development courses for different levels of the business l Plus so much more! l
If you haven’t yet activated your associate membership or if you would like to upgrade your membership, please email membership@ familybusiness.org.au (Aus) or membership@familybusiness.org.nz (N.Z.) 1 http://www.roymorgan.com/ findings/7848-australian-made-country-oforigin-september-2018-201901290128 2 2019 Edelman Trust Barometer
www.selfstorage.org.au
the steel storage advantage
consultation and design supply and installation R3> restore + rebuild + replace noke smart entry system
steelstorage.com.au
32 | INSURANCE
LA NIÑA BEING PREPARED FOR AN EXTREME WEATHER EVENT By Chris O’Connell, Midland Insurance
KEY POINTS: l The BOM in Australia has confirmed a La Niña weather pattern will develop over this years’ summer months, meaning we can expect an increased chance of flooding and tropical cyclones. l Plan – prepare your home and your storage business, to ensure everything is protected from any potential extreme weather events. l Check your insurance policy to ensure you’re adequately covered, especially exposure to storm and flood events. With this increased risk in mind,
homeowners and business owners across high-risk regions need to place awareness and preparation as a top priority to help protect against a potential extreme weather event. There are a couple of the BOM’s outlook maps below, or head to www.bom.gov. au/climate/outlooks where you can also find a Climate & Water Outlook video and if you are in New Zealand head to www.niwa.co.nz/climate/ seasonal-climate-outlook/seasonalclimate-outlook-november-january-2021 As the reality of climate change starts to really hit home, it’s no
http://www.bom.gov.au/climate/outlooks/#/rainfall/median/seasonal/0
T
he Bureau of Meteorology (BOM) has declared a La Nina’ ALERT’ status is officially underway for the first time in almost 10 years. The last La Niña event stretched from 2010 to 2012 and resulted in one of Australia’s wettest two-year periods. A La Niña alert typically means the northern and eastern parts of Australia are likely to see more (and heavier) rainfall during this years’ summer months, as well as an increased risk of flooding and tropical cyclones. La Niña events have different impacts on New Zealand’s climate. More north-easterly winds are characteristic, which tend to bring moist, rainy conditions to the northeast of the North Island, and reduced rainfall to the south and south–west of the South Island.
WHAT TO EXPECT: l Increased rainfall across much of Australia l The chance for sub-tropical or tropical disturbances will increase in New Zealand l Cooler daytime temperatures (southern) l Warmer overnight temperatures (north) l A shift in temperature extremes l Decreased frost risk l Greater tropical cyclone numbers l Earlier monsoon onset
INSIDER 116 DECEMBER 2020 / JANUARY 2021
BOM Rainfall Outlook – probability of rainfall in mm (December 2020 – February 2021)
www.selfstorage.org.au
YOUR INSURANCE POLICY: l Review your cover to make sure you have adequate insurance in place, especially your exposure to storm and flood as it may be excluded under standard wordings. l Assess your flood exposure. l Take a close look at your policy exclusions, especially flood. l Consider business interruption insurance — are you covered should you need to close your business?
YOUR HOME OR BUSINESS: l Get a building inspection and follow the recommendations. l Maintain roofs and guttering and ensure your buildings are watertight. Reducing the likelihood of damage is important. l Place stock and electrical equipment above the recommended level to avoid water damage. l If you have a basement, install a submersible pump. l Check drainage on your property. Your council should also be keeping water channels clear. l Consult with your local council. l Physically prepare your home and business for severe weather. l Develop an evacuation plan for you, your employees and your family. l
http://www.bom.gov.au/climate/outlooks/#/rainfall/median/seasonal/0
longer safe to make decisions on the basis that an extraordinary event is unlikely to happen. Below are some preventative steps you can take to help better protect your home and/ or business in the case of a flood or cyclone event.
BOM Rainfall Outlook – the chance of exceeding median rainfall % (December 2020 – February 2021)
EMERGENCY SERVICES: Information and resources to help you plan and take practical actions to protect your assets and understand the risks:
VIC: www.ses.vic.gov.au/get-ready/stormsafe NSW: www.ses.nsw.gov.au/disaster-tabs-header/storm/ QLD: www.getready.qld.gov.au/ SA: www.ses.sa.gov.au/site/storm.jsp TAS: www.ses.tas.gov.au/plan-prepare/storm/ WA: www.dfes.wa.gov.au/safetyinformation/storm/Pages/default.aspx NT: www.securent.nt.gov.au/prepare-for-an-emergency New Zealand: www.niwa.co.nz/climate/seasonal-climate-outlook
Sources: www.sbs.com.au/news/ there-s-a-70-per-cent-chance-la-ninawill-develop-in-australia-this-year-here-swhat-it-means#:~:text=The%20six%20 wettest%20winter%2Dspring,3%20x%20the%20usual%20chance. www.bom.gov.au/climate/enso/ www.argusmedia.com/en/ news/2133607-australia-raises-la-ninaweather-event-to-70pc-chance
www.abc.net.au/news/2020-08-18/bomdeclares-la-nina-alert/12569630 www.abc.net.au/news/2020-09-29/ bom-declares-la-nina-wet-conditionslikely-for-eastern-australia/12617528 www.niwa.co.nz/climate/ seasonal-climate-outlook/seasonalclimate-outlook-november-january-2021 www.metservice.com/
Thank you SSAA Members! Happy Holidays from the Podium Team Schedule a Demo | Call or Text - 0488.851.748
34 | OH&S
It’s an emergency – don’t panic! What we can take home from the Melbourne hotel COVID-19 security failings. By Stephen Pehm, OHS Consultant – Action OHS Consulting.
W
hat a year 2020 has been! It seems that whatever could have gone wrong did, with fires, floods and a global pandemic sent to test us. While we may be tempted to believe that surely nothing else could go wrong, remember that we are close to summer along with the associated risk of fire, the weather forecasters are predicting a lot of rain/floods over the next twelve months. If you haven’t already done so, now might be a good time to consider how prepared you are for any emergency that may occur at your storage facility. An emergency is commonly defined as: …“something dangerous or serious, such as an accident, that happens suddenly or unexpectedly and needs fast action to avoid harmful results…”. A recurring theme about emergencies is “unexpected occurrence”, “catastrophic consequences”, “serious failure” – think about this year. Australian Workplace Safety legislation requires all workplaces to effectively respond to emergencies as part of the provision of a safe workplace. This is because emergencies can easily result in someone (an employee, storer or a neighbour) being seriously hurt or killed. Aside from these, what other events can be classified as an emergency in your facility? Have you considered an emergency as an event that affects one or two people? Would an event such as a holdup (especially armed), heart attack/collapse of a storer or worker, or a car accident be classified as an emergency? Based on the definition above the answer would be a clear Yes! What about physical or verbal abuse of one of your workers by a storer? Here we get less certain about what constitutes an emergency. Sometimes it is hard to define what can be classified as an emergency, especially
as one worker will cope in a situation while another may not. So, as those of you have learnt from your response to COVID-19, you can prepare for any possible emergencies. Here’s how: l Take the time to think about the types of emergencies your selfstorage facility would be more likely to face. If you live by a river, is flooding possible? Being ‘out of town’ may make you susceptible to bush fire. Being in a low visibility industrial area may mean the chances of armed robbery are increased. Make a list of these type of emergencies and implement steps to ensure necessary equipment, procedures and training are undertaken to mitigate the effects of such emergency events occurring. Also, consider what your recovery plan will be for each type of emergency. l Have appropriate resources on-site, provide suitable equipment in your workplace to ensure that your workers can cope. This may include (but not be limited to) fire extinguishers, first aid kits, signage (including illuminated emergency exits), personal alarms. l Ensure clear direction is in place – What should your workers do in the event of an emergency. Examples of such direction would be (but may not be limited to): Storage Facility Evacuation Procedures (including diagrams with meeting places), Client Management Procedures. Bushfire Response Procedures, Flood Management Procedures, Critical Incident Procedures. l Ensure all workers are trained to use equipment or implement Procedures and ensure that you learn from this training. Training for your workers should start
INSIDER 116 DECEMBER 2020 / JANUARY 2021
at induction and would include emergency response trials, with evacuation trials held six-monthly and talks with your team in which Procedures are discussed. Workers can also undertake external emergency-related response (e.g. Emergency Warden, First Aid Officer). Part of this training must include informing workers who their emergency contacts are and ensuring these details are displayed in the workplace. You can even train your workers to recognise a potentially aggressive client, to take appropriate action to defuse a situation or call for assistance. Finally, remember that emergencies don’t happen that often. But when they do, the effects can be dramatic. As 2020 has shown one emergency, let alone a series of them can severely test the resilience of a business. Prepare to be one that is better able to bounce back. l Want to find out more? Check out the SSAA Health & Safety Handbook on the Member Services Portal, SSAA website, or contact the SSAA OHS Help Desk via admin@selfstorage. com.au | 1800 067 373.
The OH&S Help Desk has been established by the SSAA to support its members. This advisory service is free. Free call 1800 067 313 (Australia); 0800 444 356 (New Zealand); or email admin@selfstorage.com.au.
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36 | HR HELP DESK
Getting your recruitment right By Cath Grawe, HR Central Communications Officer
W
hilst many employers consider recruitment to be simply the process of advertising, interviewing and choosing a person to fill a vacancy, getting a good result is a little more complicated. Poor recruitment ending in a bad hire can cost a business 2.5 times the salary of the employee. Having a solid strategy and a good recruitment process ensures you find the most appropriate person for the job you want to be done.
(think COVID-19), external and internal financial situations as well as the skills of the existing workforce.
Your Brand Knowing how your brand is seen in the market is important. External and internal brands are linked – why will people want to work for you?
Remuneration
When building a strategy, think about:
Are your wages/salaries competitive? While Awards supply minimum rates, for some roles they won’t be enough. Understanding what similar jobs pay in the market and in your industry allows you to determine what you can pay to attract the best candidate.
Workforce Planning
Job Descriptions
Before initiating a job advertisement to find someone to fill a position where someone may have left or been dismissed, a business must assess staffing needs at least every year. With workforce planning, you can align roles and the tasks required to execute them with your business goals and objectives. This allows you to make sure you have the right people to support the direction of the business. Workforce planning also addresses the current direction of the business (which can include current roles, new roles, and roles that may be redundant), where the company is heading, environmental circumstances
Making sure your business has good job descriptions that are regularly reviewed provides a focus for the recruitment effort. Job descriptions must include: l Title l Summary of role l Other specifications such as location, hours, overtime and travel expectations l List of duties and responsibilities l Outcome expectations l Skills and qualifications that are mandatory for the role
BUILDING A STRATEGY
RECRUITING FOR A POSITION Advertising for the role Once a role and job description have
been determined a business will need to promote the vacancy to the most appropriate audience. This could be via: l Internal recruitment – both promotion, transfer from another part of a business or even by asking key valued employees if they know of anyone suitable. (This is because these employees know the business well, and what is required to fit the business model best) l External recruitment: • Go to an external recruiter with experience in your industry. This also means that external recruiters do a lot of the work for you – candidate assessments, screening, interviewing etc. But this can also be of cost to a business, which may make this option unviable. • Advertising in online, prominent websites and publications. Considerations would be industry based publications but also reputable job advertisers. One thing however with online job advertisers is that often people apply regardless of whether or not they have the skills or experience required. This can make the sorting process long and frustrating. It is pertinent that you include very specific information
Best wishes for a safe & HAPPY festive season from all the TEAM at
1300 01 SSAA
in your job ad and re-iterate that only people with the skills required will be considered. The job advert itself, needs to draw attention, interest, incite desire and excitement so people want to apply. A job advertisement should include: l A brief summary about the business l The role and title l An outline of the type of person you are looking for (self motivated, team player etc) l What the key elements of the job are and what skills and qualifcations are required to address these elements l Where the position is based l Hours of work l Any perks (aside from salary), such as a company car, travel, etc l When the business is wanting someone to start l When further information (such as you made it to interview stage) will be provided
The selection process Determine the selection criteria – the job description, salary and qualifications. Highlight and stay on track regarding ‘must haves’. Review applications and compile a list of ‘interview’ ‘maybe’ and ‘absolutely not’. Disregard ‘absolutely not’ and contact them after the selection process to inform them that they were not successful. Make a short candidate list of people to interview. Conduct preliminary phone screening (as sometimes a resume can look brilliant, but when you talk to the candidate, it may be another story!). Contact them and arrange an interview. Select the interview panel and have a meeting before ensuring that
everyone involved has a copy of the job description and have a role to play/ specific line of questioning for the interviews. Conduct the interviews then compare candidates to make the selection. Be mindful that in most cases, a skill can be taught on the job if the candidate has the right attitude, personality and understanding of the role. However, attitude and personality are more rigid and unlikely to be able to be changed. There are also different ways to interview a candidate based on the role they are applying for: for example, you can include: Traditional interviewing: Asking questions relevant to ascertaining the individual’s skills, experience, strengths and weakness. This is an excellent way to assess confidence and presentation but can be deceptive as it is up to the candidate to say what they want. Case scenario interviewing: Asking the candidate to role-play a scenario or describe how they would handle a situation. This is great for sales-based roles and gives a deeper layer of the candidate’s skills as they have to apply their knowledge and experience.
Tips: l A good understanding of the role, what skills and abilities are required, and the appropriate pay level is the key. l Interviews that create an atmosphere of a good conversation allow candidates to relax, and you to find out more. l Don’t be afraid to ask for specific examples when asking questions – it’s OK to ask for more information. l Good reference checking can validate a candidate’s responses and assist with your decision making. l Be aware that we all have bias, and it is easy to be more interested or easier on candidates that have similar personalities or interests. Remember, it takes different personality types to make a perfect square – if everyone you employ is creative and loud, but with no attention to detail, you will have some huge gaps in your business. l
If you would like any further information call the SSAA HR Help Desk 1300 017 722.
Post-interview Conduct reference checks. If required for some roles, the use of psychometric testing may be beneficial – testing can help determine how the individual works (alone, best in a group etc., and their focus – sales, logic, attention to detail etc.). This helps a business to understand the working style of the individual and how to best manage it. Once a candidate is selected, they must be notified to confirm salary and starting date.
Advice. Awareness. Connect. Collaborate.
HR HELP DESK 1300 01 SSAA / 1300 017 722
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38 | NSW NEWS
DEAR LEGAL HELP DESK Q
The new standard agreement doesn’t seem to cater for two storer’s information but makes reference to Storer(s) and I/We in the sign-up areas. (Australian Members):
A
When signing up two storers, we recommend writing both storers’ details in the Storer Details and Contact Information sections. This is to ensure the agreement is legally binding on both storers. It is not required for both owners of a jointly owned vehicle to sign up as co-storers of a storage agreement, however, we recommend signing both owners up when possible. Having two storers liable for storage payments generally reduces the chances of default.
A
(New Zealand Members):
The answer for New Zealand members is the same as for Australian members above. Signing up both storers will also ensure that both storers have authorised the Facility Owner (FO) to sell and dispose of the goods in the event of a default under the Agreement.
Q
We are currently considering Storman Contactless Move In. After reviewing their process, I found there is no place for the FO to sign the agreement. Storman tells me there is no provision for the FO and it’s not required. The reason it’s not required as the FO is in agreement due to giving the customer access to the branded signup portal online (or iPad/tablet in-store). Could you please confirm there is no need for the FO to sign an agreement anymore, if we use the Storman Move In/online agreement. (Australian Members):
A
Storman is correct in saying that there is no requirement for the FO to sign the Agreement. To form a legally binding contract, the Facility must make an ‘offer’, which the Storer then ‘accepts’. By providing the potential Storer with access to the portal and a link to complete the Agreement, the Facility is making an offer. When the Storer signs the Agreement, they are accepting the
INSIDER 116 DECEMBER 2020 / JANUARY 2021
terms of the offer, and a binding contract is formed between the parties. If the Facility chooses to continue with its current sign-up process rather than using Storman, the Facility should still sign all Agreements to limit any risk to the Facility of a Storer challenging the validity of the Agreement.
A
(New Zealand Members):
The position in New Zealand is the same as for Australian members.
Q
Can a Facility Owner refuse storage to a new storer if they do not accept electronic correspondence? Can an FO refuse storage to a new storer if they do not consent to a search of StorerCheck or other applicable credit reporting agency? (Australian Members):
A
The Facility can refuse its storage services if the reasons are not improper. Pursuant to anti-discrimination laws, businesses cannot refuse service based on certain attributes such as age and disability. Older people and those with disabilities may be less likely to consent to electronic correspondence
www.selfstorage.org.au
LEGAL HELP DESK | 39
if they do not have the means to receive them. However, many businesses have since transitioned to communicating solely by electronic methods. As this practice is quite common nowadays, we believe it is reasonable for the Facility to refuse storage to a new Storer who does not consent to receiving electronic correspondence. The Facility may also refuse storage if a Storer does not consent to a credit check or a search of StorerCheck. The Facility may prefer that all new Storers are searched against the StorerCheck database to reduce the likelihood of signing up a new Storer who, for example, has a history of being in default, missing payments, or abandoning goods. Accordingly, refusing storage to a new Storer who does not consent to a credit check helps to avoid a risk to the Facility and is not for an improper reason. Though we have advised that the Facility can refuse storage in the above situations, the Facility should ensure that storage is not refused on any other grounds.
A
(New Zealand Members):
The position in New Zealand is the same as for Australian members.
Q
As schools don’t have an ‘ACN’ only an ABN what is best practice for the name on the Agreement?
A
(Australian Members):
The approach that the Facility should take will depend on what type of entity the school is. Schools can be incorporated entities (such as a company or incorporated association) or they can be state government entities. In each case the school can enter into an agreement with the Facility. If the school is a company, you should follow the usual steps for signing up a company in section 4.1(f) of the CSA Guidelines, and include the company’s ACN. If the school is an incorporated association, you should insert the association’s name and ABN. The agreement will need to be signed by two committee members. Public schools are government entities which have school councils that have the power to enter into agreements on behalf of the school. A school council can delegate this power to the school council president, who may then sign the agreement on its behalf. In these cases, you should include the name of the school and its ABN. You will need to ensure that the person signing the agreement is the president and has the authority to sign on behalf of the school, much in the same way you would for companies.
A
(New Zealand Members):
In New Zealand, we do not use ACN numbers. In the new Standard
Self Storage Agreement that we are currently developing, there will be a new ‘NZBN’ field for a Storer to fill in. An NZBN is a globally unique identifier available to all types of New Zealand businesses, including sole traders, partnerships, limited liability companies and the public sector. The NZBN Register is an easily searchable register that enables a FO to verify details provided by a potential Storer. All companies registered in New Zealand have an NZBN, and other entities can register for an NZBN online. We recommend that this field be completed by Storers where possible to provide you with another layer of identification.
Q
Do we need to get a new agreement signed when a storer now wishes to have insurance? (Australian Members):
A
You do not need to enter into a new agreement with the Storer now that they wish to insure their goods. It will be sufficient to make a note on the Storer’s file. You should include the policy number/ insurance agreement number or the name of the insurance company as well as the date that the policy commenced.
A
(New Zealand Members):
The position in New Zealand is the same as for Australian members. l
Disclaimer: The information contained in these answers is of a general nature and is not intended as legal advice. It is important that you seek legal advice that is specific to your circumstances. Please refer to the SSAA’s website for more information on the SSAA’s Legal Help Desk.
40 | TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY PTI SECURITY SYSTEMS Chadwick MacFerran T: +1800 331 6224 E: sales@ptisecurity.com www.ptisecurity.com AD-TECH Security Adrian Rostirolla T: 1300 306 090 E: sales@ad-tech.com.au www.ad-tech.com.au –––––– AlarmQuip Security Systems Evan Richardson T: +61 7 5492 3242 E: evan@alarmquip.com.au www.alarmquip.com.au –––––– QueAccess Pty Ltd Kevin Hannagan T: +61 488 279 918 E: kevin@queaccess.com.au www.queaccess.com.au –––––– Sentinel Storage Systems Jason Keane T: +61 3 9988 2035 / 1300 852 117 E: jason@storagesecurity.com.au www.storagesecurity.com.au
ANCILLARY SERVICES PACKAGING VISY BOXES & MORE Ralph Inglese T: +61 3 9554 5600 E: vbm_vic@visy.com.au www.visyboxesandmore.com.au Branches across Australia and New Zealand
CLEANING Sweepers Australia Michelle Maxwell & Vaughan Rose T: +61 3 9562 7533 E: michelle@sweepersaustralia.com.au www.sweepersaustralia.com.au
FREIGHT Jetta Excess Baggage Pty Ltd Lyle Honess T: 1300 300 688 E: sales@jetta.com.au www.jettaexcessbaggage.com.au
LOCKS ASSA ABLOY Peter McLean T: +61 2 8745 7016 E: peter.mclean@assaabloy.com www.assaabloy.com.au –––––– Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au
PRINTING Homestead Press Joe Barbaro T: +61 2 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au
STORAGE AUCTION iBidOnStorage Brennan McLoughlin T: +61 2 4302 0605 E: info@ibidon.com.au www.ibidonstorage.com.au
TELECOMMUNICATION URL Networks Ashley Breeden T: 1300 331 178 E: support@url.net.au www.url.net.au
DESIGN & CONSTRUCTION STORCO STORAGE SYSTEMS Jonathan Layton T: +61 2 6391 2800 E: jonathan.layton@storco.com.au www.storco.com.au Beach Construction NSW Pty Ltd Skye Reardon T: +61 2 9550 9199 E: sreardon@beach.com.au www.beach.com.au –––––– B & D Australia James Tyson T: +61 7 3883 0248 M: +61 417 702 636 E: james.tyson@bnd.com.au www.bnd.com.au –––––– Corporate Construction Group Matthew Moulsdale T: +61 2 9231 3691 E: admin@corporateconstruction.com.au www.corporateconstruction.com.au –––––– G&M Stor-More Michael Watson T: +61 2 4733 5048 E: michael@gmstormore.com.au www.gmstormore.com.au –––––– Gliderol Garage Doors Tom Ainscough T: +61 8 8360 0000 E: tainscough@gliderol.com.au www.gliderol.com.au –––––– Kiwimark Construction Ltd Travis Morgan T: +64 7 576 5494 / +64 7 576 5491 E: travis@kiwimark.net.nz www.kiwimark.net.nz –––––– RegisBuilt Group Anthony Regis T: 1300 388 224 E: anthony.regis@regisbuilt.com.au www.regisbuilt.com.au
INSIDER 116 DECEMBER 2020 / JANUARY 2021
Steel Storage Pty Ltd Stephen Boxall T: +61 7 3865 1600 E: sales@steelstorage.com.au www.steelstorage.com.au –––––– Storcad Pty Limited Javier Rezzonico T: +61 447 566 988 E: info@storcad.com.au www.storcad.com.au –––––– Taurean Door Systems Adrian Valente T: +61 3 9721 8366 E: adrian.valente@taureands.com.au www.taureands.com.au –––––– Total Construction Pty Ltd Steven Taylor T: +61 2 9746 9555 E: stevet@totalconstruction.com.au www.totalconstruction.com.au
FINANCIAL SERVICES Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au
HR SERVICES HR Central Cath Grawe T: 1300 717 721 E: cath.grawe@hrcentral.com.au www.hrcentral.com.au
INSURANCE SERVICES AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: +61 2 9253 8350 www.aon.com.au/storage –––––– AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com www.aon.co.nz –––––– Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au –––––– Wallace McLean Ltd Insurance Brokers and Risk Advisers Simon Keenan T: +64 9 358 7233 E: simon@wallacemclean.co.nz www.wallacemclean.co.nz
www.selfstorage.org.au
TRADE DIRECTORY | 41 LEGAL SERVICES Hunt & Hunt Lawyers Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au www.hunthunt.com.au
LIFTS & HOISTS SOUTHWELL LIFTS AND HOISTS David Head T: +61 2 4655 7007 E: sales@southwell.com.au www.southwell.com.au
ABT Loadmac Ltd Chris Walker T: +44 0 1989 563 656 E: chris.w@loadmac.com www.loadmac.com –––––– Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au www.safetech.com.au
MANAGEMENT SERVICES Kennards Self Storage Management Services Fiona Harding T: +61 2 9764 9815 E: fiona@kss.com.au www.kss.com.au –––––– Pioneer Performance Leigh Thewlis T: +61 438 021 944 E: admin@pioneerperformance.com.au www.pioneerperformance.com.au –––––– Storage King Management Services Martin Richards, Australia/ New Zealand T: +61 2 9460 6660 E: martin@storageking.com.au www.storageking.com.au –––––– StorAssist Sally Chodan T: +61 403 533 640 E: sally@storassist.com.au www.storassist.com.au –––––– StoreLocal Mark Greig T: 1300 099 022 E: partners@storelocal.com.au www.storelocal.com.au
OHS SERVICES OHS Action Consulting Craig Salter T: +61 409 772 499 E: craig.salter@actionohs.com.au www.actionohs.com.au
REAL ESTATE & VALUERS Box Commercial Estate Agents Robert Stanley-Turner T: +61 4 1898 2000 E: rob@boxcom.com.au www.boxcom.com.au –––––– Colliers International Holdings (Aust) Ltd Dylan Adams T: +61 2 9257 0222 E: dylan.adams@colliers.com www.colliers.com.au –––––– Collins & Associates Malcolm Collins T: +61 3 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com –––––– Cushman and Wakefield Linda Sharkey T: +61 3 8359 0091 E: linda.sharkey@cushwake.com www.cushmanwakefield.com –––––– Fallon Valuers Martin Fallon T: +61 3 9674 0374 E: martin@fallonvaluers.com.au www.fallonvaluers.com.au –––––– Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au –––––– Jones Lang LaSalle Paul Ben-Nathan T: +64 9 366 1666 E: paul.bn@ap.jll.com www.ap.jll.com –––––– m3property Jeremy Hoffman T: +61 7 3620 7912 E: jeremy.hoffman@m3property.com.au Ross Perkins T: +61 7 3620 7901 E: ross.perkins@m3property.com.au www.m3property.com.au –––––– Urbis Shane Robb T: +61 3 8663 4888 E: SRobb@urbis.com.au www.urbis.com.au
SOFTWARE SOLUTIONS STORMAN AUSTRALIA Duncan Clarke T: +61 7 3319 1522 E: sales@storman.com www.storman.com STORMAN NEW ZEALAND Duncan Clarke T: +64 9 280 3393 E: sales@storman.com www.storman.com
www.selfstorage.org.au
ADVAM Pty Ltd Clare Millwood T: 1300 130 778 E: advam@tnsi.com www.advam.com –––––– Centreforce Technology Group Pty Ltd Dallas Dogger T: +61 7 3889 9822 E: sales@centreforceit.com.au www.centreforceit.com.au –––––– Podium Taylor Cutler T: +61 478 180 191 E: taylor.cutler@podium.com www.podium.com –––––– Sitelink Michael Dogger T: +61 7 3889 9822 E: support@sitelinksoftware.com.au sitelinksoftware.com.au
STORAGE CONTAINERS UNIVERSAL STORAGE CONTAINERS (USC) Shay McQuade T: +61 438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.aimhire.com.au –––––– Flex Box Ltd Lene Nielsen T: 852 2881 0856 E: ln@flex-box.com www.flex-box.com –––––– Havener Enterprises Alan White E: alan@havenerent.com www. portablestoragebox.com –––––– Quickbuild Containers & Sheds Phil Tindle T: + 64 2 196 7604 E: sales@quickbuild.co.nz www.quickbuild.co.nz –––––– Royal Wolf Trading Craig Baker T: +61 2 9482 3466 E: removals@royalwolf.com.au www.royalwolf.com.au
WEBSITE DESIGN Big Budda Boom Pty Ltd Andy Pudmenzky T: 1300 660 937 E: info@bigbuddaboom.com.au www.bigbuddaboom.com.au –––––– R6 Digital Michael Dogger T: +61 7 3889 9822 E: sales@r6digital.com.au www.r6digital.com.au
DECEMBER 2020 / JANUARY 2021 INSIDER 116
42 | NEW MEMBERS FACILITY MEMBERS Echuca Moama Boat and Storage Solutions Pty Ltd 8 Gove Drive, Moama 2731 NSW T: +61 478 384 384 E: mark_roso@hotmail.com –––––– Gabba Storage 46 Deshon Street, Woolloongabba 4102 QLD T: +61 424 975 336 E: info@gabbastorage.com –––––– G & C Storage Sheds - Gayndah Rd 33 Gayndah Road, Maryborough West 4650 QLD T: +61 7 4123 4104 E: gandcstoragesheds@bigpond.com –––––– LJ Hooker Alstonville Shop 16, The Plaza, Alstonville 2477 NSW T: +61 2 6628 1163 E: jswart.alstonville@ljhooker.com.au –––––– Trend Storage 195 Knox Drive, South Spreyton 7310 TAS T: +61 407 056 583 E: info@newtrendhomestasmania.com.au –––––– Trident Self Storage Limited 470 State Highway 1 Kauri 0185 Northland NZ T: +64 2 7333 0373 E: brenda@tridentstorage.co.nz
ADDITIONAL FACILITIES A1 Self Storage Russellton Drive 22 Russellton Drive, Alstonville 2477 NSW T: +61 2 6628 1163 E: jswart.alstonville@ljhooker.com.au –––––– Alstonville Storage 18 Northcott Crescent, Alstonville 2477 NSW T: +61 2 6628 1163 E: jswart.alstonville@ljhooker.com.au –––––– Bartlett Sheds 3 Connell Street, Alstonville 2477 NSW T: +61 2 6628 1163 E: jswart.alstonville@ljhooker.com.au –––––– Bionic Self Storage Landsborough 26 Corporate Place Landsborough 4550 QLD T: +61 7 5327 3883 E: info@bionicgroup.com.au –––––– Coolibah Storage Shed Gunnedah 34-40 Borthistle Road Gunnedah 2380 NSW T: +61 2 6751 1100 E: melissa@moreerealestate.com.au –––––– Coolibah Storage Shed Tamworth 1 Crown Street, Tamworth 2340 NSW T: +61 2 6751 1100 E: melissa@moreerealestate.com.au –––––– Coolibah Storage Shed Walgett 170 Fox Street, Walgett 2832 NSW T: +61 2 6751 1100 E: melissa@moreerealestate.com.au
Ezy Stor Self Storage Grosvenor St 23 Grosvenor Street South Dunedin 9011 Otago NZ T: +64 800 399 786 E: info@ezystor.co.nz –––––– Keep Safe Self Storage 27 Gray Street, Golden Square 3555 VIC T: +61 3 5447 7223 E: info@keepsafeselfstorage.com.au –––––– Kennards Self Storage Baringa 48-50 Edison Crescent, Baringa 4551 QLD T: +61 7 5329 4982 E: baringa@kss.com.au –––––– Kennards Self Storage Southport 1-3 Olympic Circuit, Southport 4315 QLD T: +61 7 5649 5875 E: southport@kss.com.au –––––– Kennards Self Storage Truganina 332 Leakes Road, Truganina 3029 VIC T: +61 3 8375 1936 E: truganina@kss.com.au –––––– National Storage Marrickville 11A Edinburgh Road, Marrickville 2204 NSW T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage Rolleston 55 Link Drive Rolleston 7614 Christchurch NZ T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– Rent-A-Space Marsden Park 11 Ultimo Place, Marsden Park 2765 NSW T: +61 2 8758 0014 E: marsdenpark@rentaspace.com.au –––––– Safeguard Self Storage Hillcrest 66 Riverlea Road Hillcrest 3216 Hamilton NZ T: +64 800 437 640 E: hillcrest@sgss.co.nz –––––– Safeguard Self Storage Melville 127 Collins Road Melville 3206 Hamilton NZ T: +64 800 437 640 E: melville@sgss.co.nz –––––– Safeguard Self Storage Te Ngae 512 Te Ngae Road Owhata 3010 Rotorua NZ T: +64 800 437 640 E: tengae@sgss.co.nz –––––– Safeguard Self Storage Waihi 8 Mueller Street, Waihi 3510 NZ T: +64 800 437 640 E: waihi@sgss.co.nz –––––– Safeguard Self Storage Wingate 83 Eastern Hutt Road Taita 3000 Lower Hutt NZ T: +64 800 437 640 E: wingate@sgss.co.nz
Storage King Caringbah 27 Bay Road, Taren Point 2229 NSW T: +61 2 9556 3173 E: caringbah@storageking.com.au –––––– Storage King Coburg North 1-5 Photography Drive Coburg North 3058 VIC T: 1800 100 700 E: coburgnorth@storageking.com.au –––––– Storage King Cockburn Central North Lake Rd 854 North Lake Rd Cockburn Central 6164 WA T: +61 8 9414 9800 E: cockburncentral@storageking.com.au –––––– Storage King Minchinbury Lot 102, John Hines Ave Minchinbury 2770 NSW T: 1800 100 700 E: minchinbury@storageking.com.au –––––– Storage King North Wollongong 100 Montague Street North Wollongong 2500 NSW T: +61 2 4227 1222 E: northwollongong@storageking.com.au –––––– Storage King Pymble 3-5 West Street, Pymble 2073 NSW T: +61 2 9002 7402 E: pymble@storageking.com.au –––––– Storage King Robina 265 Scottsdale Drive, Robina 4226 QLD T: +61 7 5561 2890 E: robina@storageking.com.au –––––– Storage King Wanaka Lot 1, Frederick Street Wanaka 9343 Otago, NZ T: +64 8 0022 0210 E: wanaka@storageking.co.nz –––––– StoreLocal Penrith 1 Salmon Close, Cranbrook 2750 NSW T: +61 2 4708 3222 E: penrith@storelocal.com.au –––––– U Storage 7 Owens Crescent, Alstonville 2477 NSW T: +61 2 6628 1163 E: jswart.alstonville@ljhooker.com.au
PROVISIONAL MEMBERS Ethos Urban Pty Ltd 8/30 Collins Street, Melbourne 3000 VIC T: +61 3 9419 7226 E: melbourne@ethosurban.com
SERVICE MEMBERS Cushman and Wakefield Level 9, 385 Bourke Street Melbourne 3000 VIC T: +61 3 8359 0091 E: linda.sharkey@cushwake.com
The SSAA Code of Ethics can be found at https://members.selfstorage.org.au/publications/code-of-ethics/
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MARCH 2021
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