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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.

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 12th 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