SSAA Insider August September 2022

Insider

126

AUGUST / SEPTEMBER 2022

MAGAZINE OF THE SELF STORAGE ASSOCIATION OF AUSTRALASIA

operational excellence Self Storage Agreements 2022

Awards for Excellence

Revitalised StorerCheck

Understanding Family Business

Convention 2022 INDUSTRY NEWS

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HUMAN RESOURCES

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OH&S

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LEGAL

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TRADE DIRECTORY

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CONTENTS 3

SSAA BOARD OF DIRECTORS

Chairman – Michael Alafaci Storage King Group, New South Wales Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand Martin Coote Lock Distributors, New South Wales Ned Coten City West Storage, Victoria

11

24 8

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

Celebrating excellence

14 SSAA

Ivor Morgan Jim’s Self Storage, Victoria

Gold Coast Convention 2022

16 SPRING GOALS

Thomas Whalan Rent A Space, New South Wales

Tips to keep your facility fresh and inviting

LIFETIME MEMBERS

SSAA STAFF

Makala Ffrench Castelli CEO Sandra Evans Office Manager

Georgia Dogger Member Relations

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

Revitalised StorerCheck

13 STORAGE KING

David Daddow Able Self Storage, South Australia

Mark Bateman Frank Cooney Elaine Coote Liz Davies Dallas Dogger John Eastwood Simone Hill Neville Kennard Sam Kennard Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks Richard Whalan

SSAA

18 SSAA

32

Awards for Excellence are open

20 FAMILY BUSINESS

Understanding family business

REGULARS

23 NEW SERVICE MEMBER

6

24 SSAA

4

CEO’s Report Chairman’s Report

10 Industry News

Cloustruct

Self Storage Agreements 2022

34 OH&S

28 MAXIMISING RETURN

36 HR HELP DESK

30 NEW SERVICE MEMBER

38 LEGAL

32 GLOBAL INTELLIGENCE

Investing in excellence Operational HR Avoid disastrous claims

40 Trade Directory

43 Membership Desk

Tips for selling up a storer

Alspec joins SSAA

How global leaders are transforming operations

37 FINANCE

Why I should use a bookkeeper?

Insider is published and edited by: Social Ties / E: vforbes@socialties.com.au

Designed by: Keely Goodall / E: keely@itsallgood.net.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, subcontractors 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.

AUGUST / SEPTEMBER 2022 INSIDER 126

4 CHAIRMAN'S REPORT

Michael Alafaci Chairman SSAA

“

As an industry we’re achieving unprecedented levels of growth and activity but there is some uncertainty about what lies ahead.

FOR SALE

by EOI closing 8th September

SOUTH COAST OF NSW Established business and property

OUT OF SITE STORAGE 13 Norfolk Avenue, South Nowra

   

HIGH OCCUPANCY, SECURE INCOME SIGNIFICANT GROWTH PONTENTIAL 196 STORAGE UNITS. NLA 3,163 SQM approx.

LAND AREA 7,372 SQM approx.

FOR FURTHER INFORMATION

MATT WALSH 0411 880 054

mwalsh@highwayfrontage.com.au HIGHWAY FRONTAGE ARE SSAA MEMBERS

INSIDER 126 AUGUST / SEPTEMBER 2022

I

t’s a cold winter’s day here in Sydney but the temperature has nothing on where I’m headed in a few short weeks! The temperatures might be dropping but the energy is certainly picking up as everyone prepares for SSAA’s inaugural Ski Summit in Queenstown.

The Ski Summit was designed to bring owners, leaders and executives together in a relaxed environment and to give our New Zealand members the opportunity to attend a local event.

Members have shared their desire for more social activities as we return to in-person events so we’re delivering just that. We know much of the value in these events is in connections and sharing so we’re keen to give you all plenty of opportunity to both reconnect and form new networks.

Our focus in Queenstown is on peak performance. As an industry we’re achieving unprecedented levels of growth and activity but there is some uncertainty about what lies ahead – so where to from here? I’m excited to hear from Dr Denise Quinlan, the founding Director of the New Zealand Institute of Wellbeing & Resilience, because if the past few years have taught us anything, it’s that resilience will be key to our continued success.

As a Board, we’re looking forward to spending some time together too. Some of us will be reconnecting in person in Queenstown, but we’re all looking ahead to Convention 2022 on the Gold Coast where we’ll be sitting down together to workshop and map SSAA’s strategy for 2023 – 2025. There’ll be some new faces around the table too, as we farewell directors Ivor Morgan and Ryan Coom after their full terms, having dedicated six years of service to the self storage industry for which we are all grateful. We’ll be calling for new directors in the coming months, so if you’d like to contribute to industry, we’d love to hear from you. l www.selfstorage.org.au

6 CEO’S DINK REPORT

Makala Ffrench Castelli CEO SSAA

“

. . . we look at ways self storage operators are achieving operational excellence in their businesses and share the tools to help you do the same.

INSIDER 126 AUGUST / SEPTEMBER 2022

O

perational excellence is at the heart of every successful self storage business.

From sales and marketing through to customer service, people, processes, safety and culture – every aspect of self storage operations plays an important role in business growth and success.

Everyone has a hand in operational excellence.

Whether you’re a leader by position or leading by example, being able to see, understand and impact the flow of value to your customer means you can contribute to the success of the business.

What does operational excellence look like in your business? Aligning your understanding of excellence, focusing on continuous improvement and building a culture that helps deliver on both are principles of operational excellence that can be applied to a single facility, a portfolio or a business that supplies the self storage industry.

In this edition, we look at ways self storage operators are achieving operational excellence in their businesses and share the tools to help you do the same.

The SSAA invested in a number of projects and resources this year on behalf of members and we’re delighted to share the fruits of these investments in this edition.

From updated storage agreements and new online training to the revitalised StorerCheck platform, we hope these tools help you achieve operational excellence in your self storage business.

So what’s next? 2022 still has so much in store.

Unlock the next normal with us at Convention 2022 on the Gold Coast this November. The program is shaping up to be a great mix of social activities, industry insights, education and networking – plus the SSAA Awards for Excellence presented by VISY Boxes & More returns. You won’t want to miss the self storage event of the year. I look forward to seeing you there! l www.selfstorage.org.au

8 SSAA

Keely - Here’s the website: https://storercheckcomau. r6d.dev/ And the platform: https://storer-check.r6staging.com/ Both are still development links so not live yet.

But you can get images [pull quote]

Check, please:

The revitalised StorerCheck gives power back to self storage facilities by helping operators make informed choices.

S

torerCheck, SSAA’s popular digital database that lets members know what they’re in store for when they take on a new customer, has been completely rebuilt – and it’s more user-friendly than ever.

First established over a decade ago, StorerCheck was developed to help our members better understand their potential customers and make better choices about the storers they welcome to their facilities.

The aim of StorerCheck is to help storage facilities know who they’re dealing with before they enter into a Storage Agreement, by collecting information on storers who have defaulted on agreements, abandoned goods, stored dangerous or illegal goods, or acted inappropriately.

INSIDER 126 AUGUST / SEPTEMBER 2022

The database has become indispensable to the industry, with over 15,000 searches conducted each year. And at a time when demand for storage is soaring, requiring self storage operators to be particularly discerning about the storers they grant access to their facilities, the service that StorerCheck provides is more important than ever.

But times change, and the self storage industry is no exception.

Since StorerCheck was launched 12 years ago, technology has progressed, the legal landscape has developed further, and cybersecurity has evolved – which is why the SSAA decided it was the right time to invest in updating the StorerCheck platform on behalf of members.

SSAA is proud to announce that StorerCheck has now been completely rebuilt, refreshed and revitalised to ensure it complies with current legislation, and delivers a modern user experience with a higher degree of automation.

Members can now access an intuitive dashboard that enables them to add, search and modify listings with ease.

Simply entering a storer’s name, email, phone number or address

will provide our users with the details of any registered storers that match (or come close to matching) their search. The operator will be provided with information about why the storer was added to the database, and granted access to any notes added about the storer by previous facilities.

Better yet, members will now be automatically alerted when they move in a storer who appears in the system, giving them a chance to take whatever action they deem appropriate in the circumstances.

Members have the option to select how they’d prefer to be notified about potential storers depending on the software they use and their preference for when the StorerCheck checks occur.

StorerCheck integrates with Storman, SiteLink and RapidStor which means members can now opt to use StorerCheck for both online and on-site move-ins. StorerCheck also runs a check overnight and provides alerts for any matches that may have been moved in that day, even if a check wasn’t run at the time of move-in.

Notifications are available via email and on the StorerCheck dashboard. www.selfstorage.org.au

Intuitive dashboard enhances the experience for members

Search, add and modify listings with ease

Be automatically notified when a problematic storer is identified at your facility

Access important industry data

“

Recent auction and default information will be automatically entered in StorerCheck, saving members time and improving the quality of the database.

Accessing StorerCheck

Don’t use Storman or SiteLink?

StorerCheck has been built with the ability to integrate to other software platforms, so encourage your provider to get in touch with SSAA to explore how to get connected.

The biggest automation update for StorerCheck is the inclusion of recent default and auction information. This data will be added to StorerCheck automatically, saving members the effort of entering it themselves and building a more comprehensive StorerCheck for the benefit of industry. www.selfstorage.org.au

In line with the Australian Privacy Principles, which require the open and transparent management of personal information, members of the general public can also request to see their StorerCheck records.

And of course, the new-look StorerCheck has been built in accordance with modern cybersecurity principles and standards, to ensure that your customers’ data is every bit as secure with StorerCheck as their belongings are at your facility.

Access to StorerCheck is included with your SSAA membership.

Existing Storer Check users will be able to use their current credentials to login (just reset your password if it’s been a while!). New users will need to register for an account which SSAA will approve once membership credentials have been checked.

To integrate StorerCheck with your management software, you will need to provide your API details.

There are instructions available to step you through this online. l Visit www.storercheck.com.au today to learn more, get set up and get checking.

AUGUST / SEPTEMBER 2022 INSIDER 126

10 INDUSTRY NEWS

StoreLocal scores partnership and investment

StoreLocal has been busy, scoring a new local partnership and significant investment in recent months.

StoreLocal has become the official naming rights partner of the Hospital Cup for the remainder of the 2022 season through to the end of 2024.

QRU CEO David Hanham said: “We’re proud to welcome StoreLocal into the Queensland Rugby Union family and are extremely grateful for their support of grassroots Rugby through the StoreLocal Hospital Cup.” With over 100 years of history, the Hospital Cup is one of the proudest Club Rugby competitions in the world, and StoreLocal’s support of the competition will help it continue to thrive and play a pivotal role within Queensland and Australian Rugby.

Turning to investment, Swiss investor Partners Group has invested $100 million equity into self storage owner and investor, StoreInvest, part of the StoreLocal Group, which aims to double the number of facilities it operates over the next three years.

Chief Executive Officer Hans Pearson said StoreLocal, the operational arm of the business, already has 30 sites in Queensland, NSW, Victoria and Western Australia, making it the fourth-largest self storage operator in Australia.“Over the next three years, we want to at least double in size and continue to build out the map,” Mr Pearson said.

StoreInvest has created a special fund for the Partners Group investment, topped up with a further $10 million from private investors, which will initially be seeded with three projects in Melbourne, Brisbane, and Perth. These developments will have an estimated end value of more than $120 million, with the longer-term goal for the fund to build and own assets worth about $300 million.

Congratulations to Kate Tory on 10 years with TaxiBox. Kate is one of the original MVPs who helped build TaxiBox into the successful storage business it is today.

The typical 10 year anniversary gift is aluminium but the creative team at TaxiBox thought they’d take this one step further, and have gifted Kate a trip anywhere in the world so she can enjoy some well-deserved time off!

Another example of celebrating excellence in self storage.

Congratulations Kate!

KeepSafe self storage facility approved

A five-storey self storage facility, valued at $13 million, has been approved to replace Soils Ain’t Soils, that has been there for the last twenty years on Winton Road in Joondalup, Western Australia.

The KeepSafe Storage development will have about 900 units of varying sizes as well as a staffed reception area that will include the sale of items such as packing boxes.

The proposal for a self storage facility was in response to growing demand – partly a result of increased apartment living – and it would be a natural fit with the commercial and industrial nature of the area.

Welcome Georgia to the SSAA

Welcome Georgia Dogger to the SSAA team as Member Relations lead. Georgia is members' first port of call for all things membership, legal support and online training. As a qualified English teacher, Georgia spent a couple of years honing her love of writing, communicating and working with people and was enticed by what the self storage industry had to offer in this space.

So far, Georgia has learned a lot about the industry and has had a hand in refreshing the online training offerings. If you haven’t crossed paths with her yet, hopefully, you can meet face-to-face at the Queenstown Ski Summit or Gold Coast Convention this year.

INSIDER 126 AUGUST / SEPTEMBER 2022

www.selfstorage.org.au

INDUSTRY NEWS 11

Prime placemaking at former post facility

Kennards Self Storage and Gurner team up to develop gateway Adelaide CBD property.

It is thrilling to see industry giants such as Kennards Self Storage and GURNER™ forming strategic partnerships to deliver exceptional places. Self storage has long been an integral part of local communities and we’re delighted it will be at the heart of a world-class, mixed-use precinct for the people of Adelaide.

Kennards Self Storage acquired the Adelaide Mail Centre from Australia Post in 2020 and have now finalised the future direction of the surplus land. Joining forces with luxury residential developer, GURNER™, to create a landmark luxury residential and commercial precinct at this gateway location.

The entire 17,000 square metre property will be developed in two parts. Kennards Self Storage will develop the 6,000 metre parcel, which is occupied with an existing 24,000 square metre former mail sorting centre. The works are rapidly advancing to convert it into a stateof-the-art high security self storage centre. This building sits on 6,000 square metres on Gouger Street.

The new Kennards Self Storage centre will boast over 1,500 storage spaces and also include climate controlled wine cellars, gun storage www.selfstorage.org.au

and personal custody boxes. It is expected Kennards Self Storage will be open and renting spaces before Christmas.

The balance of the land will see a luxury residential project, on 1.1ha of the site at 237 Grote Street, Adelaide, led by GURNER TM. It will bring together a destinational mixed-use precinct spanning 750+ residences with six-star amenity across four towers, a five-star hotel, over 15,000sqm in retail and commercial space, an entertainment and recreation component and public plaza, with an estimated end value of $1.25billion – offering locals and tourists something not currently available in Adelaide.

Part of the 1.7ha site is a 24,000sqm six-level building originally constructed for Australia Post to sort and distribute mail near the CBD; when technological changes saw letter volumes reduce and the building eventually become obsolete, Australia Post put the property on the market.

The strategic partnership between the two groups – the first of its kind in the self storage space – will see Kennards repurpose the former Australia Post building into a next-

“

The new Kennards Self Storage will be at the heart of a world-class, mixed-use precinct. generation storage facility, which will be seamlessly integrated into the master plan, and GURNER™ will bring its vision to life for an iconic mixeduse, residential, self-storage and commercial office super-site across 11,000sqm of prime development land.

“This is an incredible site, and we could not be happier to be partnering with such iconic Australian success stories in Kennards and Sam, to bring a shared vision for the development to life – we’ll be creating something very ambitious, something that hasn’t been done before in this sector”, Tim Gurner stated.

“The main focus of this city-changing site will be a transformative public realm, that will become a key attraction for Adelaide CBD”.

“We are always inspired by our amazing partners – the work of Sam and his family over the generations is simply incredible, and we look forward to this being the first of many great partnerships together”.

AUGUST / SEPTEMBER 2022 INSIDER 126

Southwell Service & Modernisation 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

Before

After

Southwell Engineering Southwell is a proud, family owned company. Since 1945 we’ve been engineering and manufacturing high-quality hoists and scissor lift products at Camden, New South Wales, delivering and installing them around Australia, New Zealand 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, adding neatly to our standard range of Car Lifts and Goods Hoists.

36 Edward St, Camden NSW Australia 61 2 4655 7007 southwell.com.au

STORAGE KING 13

Back together again

Storage King celebrates excellence and a return to events.

C

onferencing is back, and the team at Storage King decided there was no better way to celebrate the opportunity to return to some good old fashioned face-to-face training than with its always highly anticipated annual conference.

The conference is an opportunity for the storage kings and queens to gather, learn, connect and celebrate over a packed three-day itinerary.

Each year the conference travels to a different destination, and this year the chic W Hotel in Brisbane provided the perfect place for 280 delegates to get together once more.

The event is predominantly about providing managers with important tools to help grow their business, including updates on industry best practice and taking the chance to fine tune the key business disciplines that have been the foundation of success for Storage King.

Choose your own adventure

While the delegates roll up their sleeves to get to work and take advantage of the many speakers, interactive meetings and Storage King training sessions, Storage King also makes sure there is plenty of social interaction away from the daily work. There’s something for everyone and plenty of opportunities to “choose your own adventure”. www.selfstorage.org.au

Martin Richards, Group Manager Development & Acquisitions and long-time conference chief for Storage King reflected on the celebrations: “We have really missed the valuable face-to-face opportunities and social gatherings which are the fabric of our company.

It was great to be back together again”.

Some of the highlights across the conference include: l team building activities, l acknowledging personal achievements, l interactive training sessions on operations and sales, l hearing real life stories of people going above and beyond, l recognising local community and charitable involvement and l celebrating exceptional operational performance across Australia and New Zealand.

Gala Awards dinner

Storage King owners, licensees and suppliers are held in high regard right across the event. They are afforded plenty of opportunities for networking and learning, and are enthusiastically celebrated at the

Top: The conference is a chance to gather, learn, connect.

Above: There are always plenty of opportunities to “choose your own adventure” when networking.

crowning glory of the conference, the Gala Awards dinner.

At the Gala Awards, the excitement and enthusiasm is palpable. There are incredible displays of teamwork and amazing store numbers on display. Kings and queens are quick to embrace each other and celebrate everyone’s success.

“When you see our store managers get emotional on stage winning awards, it just so uplifting and makes everyone in the room feel fantastic. We love the inspirational stories of how our people came to be with Storage King, what the company means to them and how much they love their job,” Martin said.

“There is nothing better than bringing together a big team of highly motivated, like-minded people, who are thirsty for knowledge and like a bit of fun. We’re already looking forward to next year.” l

AUGUST / SEPTEMBER 2022 INSIDER 126

14 CONVENTION 2022

Gold Coast | Nov 9-11 2022

Join us for the premier self storage event of the year!

Convention 2022 brings together the self storage industry over three incredible days this November on Queensland's glittering Gold Coast.

Unpack the state of the industry, explore all the big ideas and unlock the next normal for self storage.

9-11 November 2022 Sheraton Grand Resort, Gold Coast

DINK 15

Sun, sand and self storage

State of the Industry

Convention 2022 will be held at the luxe Sheraton Grand on Queensland’s Gold Coast. This oceanfront resort provides the perfect setting to reconnect, network, and share your self storage experience while enjoying all the Gold Coast has to offer.

Join us for the launch of SSAA’s highly anticipated report, State of the Industry 2022. Together, we’ll unpack the data, insights and trends across the sector in the wake of the pandemic and examine where to from the heights of 2022.

You’ll hear from industry leaders and experts as they share innovative ways in which owners, staff, and stakeholders can overcome challenges and leverage opportunities within the industry.

Plus, explore our vibrant supplier exhibits and discover the latest products and services designed for success in self storage.

Celebrate!

There’s plenty to celebrate this year, including our 30th anniversary and the return of the SSAA Awards for Excellence presented by VISY Boxes & More. Join us for a glittering gala event that kicks off poolside and promises a party late into the evening of Friday, 11 November 2022.

To learn more and explore the program, visit www.selfstorage.com.au Places are limited and November is a busy time in the Sunshine State, so secure your place today.

16 30 YEARS

Spring. makeover.

Tips to keep your facility fresh and inviting.

W

armer months are again drawing near and bring with them the opportunity to embrace spring’s offer of a fresh start by giving your facility a little extra love and care. The lead-up to spring provides a chance to assess what is working well in your day-to-day maintenance and operational routines and what may need some extra attention to help catch the eye of the next lot of storers ready for their summer adventures (hello boats and jet skis).

Freshen your look

Sometimes, it’s the little things that can make the biggest difference.

Start by taking a personal tour around your facility to “see things through the customer’s eyes”. We recommend working from the “outside in” with a notepad or phone camera in hand, ready to jot down any observations of things that may require tidying or maintenance.

Some things to consider: l Street view and external facade • Is your signage unobstructed?

• Do your grounds/gardens look healthy and free from weeds and debris?

• Could a quick run of a pressure washer offer a new lease on life for a driveway or brick wall? l Access • Is your entrance free from hazards for both tyres and feet (eg, potholes)?

• Are your entrance gates working as they should to prevent unauthorised access or grant entry to the right people?

• Is your lighting in working order and sufficient for the hours of access you are offering?

INSIDER 126 AUGUST / SEPTEMBER 2022

l Storage units • Are your roller doors operating smoothly and providing a secure, water-tight space?

• Are there any apparent marks or stains that may need a clean or a touch-up with some paint?

• Is it time for a routine pest or roof inspection?

With added attention to some of these finer details, it will be no time before customers will begin to muse, “There’s something different about you . . .”

Freshen your processes

Now could be an excellent opportunity to tackle one of your operational goals that you’ve been putting off. For example, perhaps you’ve been hoping to convert your files full of archived storage agreements to scanned copies to improve office space. Often, the hardest part is getting started.

Set a small goal like scanning 10 documents per day until you get a chance to spend some quality time working through those filing cabinets.

To prevent future filing woes, SSAA has released fillable pdf versions of

our 2022 storage agreements which can assist with transitioning to a paperless sign-up process.

Another worthwhile project could be updating your Occupational Health and Safety (OHS) manual to make it more functional for your specific needs. Our OHS help desk experts, Action OHS Consulting, state that one of the biggest mistakes businesses can make is “attempting to ‘do’ safety without understanding the why”.

This can often lead to businesses “becoming reactive” rather than being proactive in getting to know what sort of hazards their workers and customers face daily. Take stock of what habits you or your co-workers already adopt to prevent injuries or precarious situations, and start to write these into your safety practices.

For further OHS support, you can contact the SSAA OHS Help Desk or give Action OHS Consulting a call on 1300 101 647.

Freshen your online presence

When Covid and lockdowns were at their peak, we saw a considerable shift from customers browsing www.selfstorage.org.au

SPRING GOALS 17

“

Now could be an excellent opportunity to tackle one of your operational goals that you’ve been putting off.

physical stores to virtual ones. With these online shopping habits not expected to slow any time soon, this could be the right time to revaluate your online presence and see if things require a ‘spruce’.

This may be as simple as checking that the facility contact details listed on your website are correct. For those with a social media presence such as a Facebook page, this could mean organising a regular posting schedule to remind your followers that you are still open and ready for their business.

Ensuring potential customers have a positive digital experience when they are first virtually introduced to your business is essential to sway them to take that next step towards signing up. Dedicating some time to set up a Google My Business profile (or managing your pre-existing one) can be an excellent opportunity to ensure that when people search for storage facilities in their area, they receive accurate information about your business.

With a Google My Business profile, you can manage the information displayed on your Google Business listing, such as your facility’s contact details and opening hours. This ensures that potential customers know how best to contact you.

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Another way to take advantage of your Google Business listing is to build online credibility by encouraging storers to leave positive Google reviews about their experience. Make it easy for your customers to leave a review by adding a brief note and a link to your Google My Business profile in your email footer or place a sign at the front desk as a prompt. In most situations, the best timing for feedback is when you and the storer are parting ways. Send a thank-you note or email when a storer moves out that includes the option to leave a Google review to boost your Google Star rating.

Freshen your knowledge

They say that knowledge is power, so why not set aside some time to check out our ‘new-look’ online training modules that explore the basics of our updated storage agreements? You can opt to take the entire storage agreement course or select individual topics to suit your learning needs to ensure that you are all over the latest changes.

As the winter months begin to thaw, now is the time to feel inspired, kick some goals and keep business thriving as you step into the second half of 2022. l

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Awards for Excellence The SSAA Awards for Excellence program is designed to recognise those leading the way in the self storage industry.

After a two-year hiatus, the awards return with four new categories reflecting the changing nature of industry and providing more opportunities to celebrate excellence across the sector.

A judging panel of distinguished industry leaders will critically assess all entries in their respective categories.

The finalists will be celebrated across industry, with winners to be announced at the SSAA Awards for Excellence Gala Dinner on Friday, 11 November 2022.

Key dates

Awards Facility of the Year (Up to 150 units) Facility of the Year (150 – 500 units) Facility of the Year (Over 500 units) Best Facility Expansion or Upgrade Manager of the Year Service Member of the Year Excellence in Innovation Recognising excellence in innovation and improvement to a business process, product or service that benefits the self storage facility, industry or wider community.

Open to all member categories.

Excellence in Sustainability Recognising excellence in sustainability including environmental, social and governance initiatives that benefits the self storage facility, industry or wider community.

Open to all member categories.

Nominations open: 15 August 2022

Excellence in Community Engagement

Nominations close: 30 September 2022

Recognising excellence in engaging with the local or broader community for societal benefit and/or outstanding contributions to community.

Open to all member categories.

Finalists announced: 31 October 2022 Awards Gala Dinner: Friday 11 November 2022 Sheraton Grand, Gold Coast as part of Convention 2022

Excellence in Industry Recognising excellence in industry leadership, education, transformation or other business projects or initiatives that positively impact the self storage sector. Open to all member categories.

SSAA 19

How to prepare a stand-out submission: TELL YOUR STORY This is your chance to impress the judges with your business story and share your achievements. Share your insights and provide examples so the judges understand your business journey.

INVOLVE YOUR TEAM Brainstorm ideas with your team and get them involved in the process.

LET YOUR PERSONALITY SHINE THROUGH Your business is your passion; let that jump off the page and captivate the judges.

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

A PICTURE TELLS A THOUSAND WORDS Use imagery and graphics to support your submission. A selection of photographs can help bring your story to life and diagrams or graphics can help illustrate a complex topic.

Including a video as part of your submission will take it to the next level!

ATTACHMENTS As part of your nomination you are required to attach your business logo and hi-res images and/or video. This is important as the images will be used to showcase your nomination in the Insider magazine, online and across the industry, so you want your business to look its best!

Nominations open 15 August 2022 Apply online: This year the SSAA Awards for Excellence application goes digital. Eligibility, award criteria and the submissions portal is available online at www.selfstorage.com.au/awards.

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20 FAMILY BUSINESS

Understanding family business

Succession preparation for a family-run organisation needs to be ‘business – not personal’.

Assessing preparedness

personal development, coaching and mentoring resources to guide Grant Thornton Australia has them through transition? developed a tried-and-tested l Disasters & unplanned events: framework for assessing the Is there a plan that considers preparedness of family businesses contingencies in the case of to successfully achieve the death, disability or other crisis generational transition, from the events? incumbents to the next (rising) 1. Preparation form succession l Objectives alignment: Do the generation.

2. Resilience current and next generations The FREEDOM framework is built 3. Family values have a shared vision and agreed around the seven key challenges 4. Governance family values in respect of the that are barriers to successful 5. Business strategy family business? generational transition. l Managing communication: Is l Financial security: Have the The SSAA has been given exclusive there appropriate communication current owners accumulated access to th is report and has and trust between the current sufficient wealth outside of compiled a range of insights for and next generations, enabling the business or will a transfer members with the help of FBA. The FREEDOM Index – a measure transition generateof sufficient funds toreadiness executive decisions and the sharing information? redress the the situation The survey asked respondentsproperly to indicate degreein(ranging fromof‘Completely an appropriate timeframe?readiness or many family firms,Index passing– a measure The FREEDOM of transition The FREEDOM Index a measure transition readiness prepared’ tocontrol ‘Not at all–prepared’) ofof family’s preparedness for these succession l Refocus ofthe life plan: Do the ownership and to the Family Business Survey 2021 The survey asked respondents to indicate the degree (ranging from ‘Completely current owners have meaningful next generation is the ‘holy grail’ The FREEDOM Index – is a measure of issues, which wererespondents based on Grant Thornton FREEDOM The survey asked to indicate theAustralia’s degree (ranging fromFramework.

‘Completely activities outside of the business and is the preferred succession plan. transition readiness and based on prepared’ to ‘Not at all of the preparedness for these succession Based on their responses to these succession-related questions, each respondent prepared’ totypically ‘Not atregard all prepared’) prepared’) ofsustain the family’s family’s preparedness for these succession that will them as they These family owners this measure, the average FREEDOM issues, which were based on Grant Thornton Australia’s FREEDOM Framework. scale back their involvement? themselves as stewards of the family Index for all respondents 3.05. was given a FREEDOM Index rating Thornton of between 1 and 5 based on the average was score issues, which were based on Grant Australia’s FREEDOM Framework. l Electing a successor: Are the business, responsible for protecting The survey asked respondents to Based on their responses to these succession-related questions, each respondent over these questions, a score of 1 representing ‘Not at indicate all prepared’ and a family’s Based onbusiness their responses these succession-related questions, each respondent current owners able to choose and growing the for the withto the degree of the was given a FREEDOM rating of between 1 on score a successor from the available ultimate benefit to Index preparedness for succession score of 5of representing ‘Completely prepared’. was given agenerations FREEDOM Index rating of between 1 and and 5 5 based based on the the average average score candidates; and is the candidate come.

Unfortunately, many family issues. (see Figure 1) over these questions, with a score of 1 representing ‘Not at all prepared’ and a over these questions, with a score 1 representing ‘Not at allMany prepared’ and arelate not to willingof to accept? businesses do not prepare well (or in of these factors Based on this measure, we found that the average FREEDOM Index for all score of 5 representing ‘Completely prepared’. l Education and support: Does somescore cases, of at all) for the inevitable ‘Completely economic factors or management 5 representing prepared’. the next generation have the challenges, speed bumps barriers expertise, but rather to issues respondents wasand 3.05. relevant qualifications and FREEDOM to success that must bemeasure, navigated to affecting the ‘family’ side, such Based on this we found that the average Index for Based on thistransition. measure, we found that the Index for all alla family makes experience, and average access to FREEDOM achieve a successful as how effectively The FBANZ worked in collaboration with Grant Thornton on a survey that has brought a fresh perspective on understanding and supporting families in business on five key elements.

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respondents respondents was was 3.05.

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INSIDER 126 AUGUST / SEPTEMBER 2022

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were 11transition in in 5 5 were ready were transition transition ready ready www.selfstorage.org.au

operating a family business.

As part of our research, we explore the similarities and differences between the generations involved in family business. Our most recent research shows that sources of tension and conflict vary markedly with the generation of the business.

FIGURE 2

Top sources of conflict vs Generation of owning family

Founder/1st Gen

2nd Gen

3rd+ Gen

Balancing the needs of the family vs the needs of the business

1

2

4

Managing growth

2

6

5

Business survival

3

11

6

Future vision, goals and strategy of the business

4

3

3

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5

4

1

Remuneration of family members

6

9

8

Family member communication style

7

1

2

Financial stress

8

12

9

Competence of family members working in the business

9

5

10

Decision-making approach

10

8

7

Family/non-family management communication style

11

10

11

Contribution of family members working in the business

12

7

12

Sibling rivalry

13

13

13

30 Family Business Survey 2021 decisions; how well prepared the incumbents are for a life away from the business; whether they are able to retain sufficient engagement and motivation of the next generation or how well they communicate and share information with all relevant stakeholders Working with family also has many advantages – for instance, in creating a collaborative and culturedriven business, and retaining and sharing values. However, there are also disadvantages – intergenerational conflict is a unique aspect of operating a family business.

There are many similarities and differences between the generations involved in family businesses and sources of tension and conflict vary markedly with the generation of the business. (see Figure 2) The sources of tension and conflict in first-generation businesses are aligned with the tensions felt in any start-up business – survival, financial stress, setting the strategy and balancing work and family life. The more generations a business transitions through, the more they have learned from experience in relation to key elements of successful businesses – with survival, financial stress, and managing growth becoming much less significant causes of tension.

This would be a similar experience for any business as it matures. www.selfstorage.org.au

Sense of optimism

The sense of optimism that family businesses have is reflected in their priorities for the next decade, with investments in technology, empathy and succession all on the horizon.

However, there are also risks ahead, with almost half of all businesses concerned about the increasing costs of doing business. This is followed by the ability to develop, acquire and retain key skills and changing consumer preferences and purchasing behaviours and growth becoming much less significant causes of tension. This would be a similar experience for any business as it matures.

Operationally the call to action for all family businesses, particularly in these uncertain times, is to invest in good governance. Seek outside advice, install processes to bring the family together, and even if you are not prepared to transition out of your business in the short term, it pays to prepare your future successor well in advance.

It all comes down to building a healthier and more resilient business with the best chance of being handed down successfully to the next generation. l If you would like to view the report contact on 1800 249 357 or email membership@familybusiness.org.au and it will be forwarded to you.

Family Business Australia and Family Business New Zealand (FBANZ) are the peak bodies for the industry that represents 70% of all family businesses employing 50% of the workforce. FBANZ works strategically with all family business stakeholders to lead the delivery of unique and innovative services, creating professional pathways and connecting the family business community.

FBANZ provides access to specialist family, business and technical services, generating opportunities for families in business to learn and grow by networking and sharing with their peers. FBANZ serves more than 3200 members, made up of family business owners and operators and, professionals who advise family businesses. www.familybusiness.org.au

AUGUST / SEPTEMBER 2022 INSIDER 126

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Get in touch: +61 (07) 3865 1600 sales@steelstorage.com.au www.steelstorage.com.au

NEW SERVICE MEMBER 23

Building the future

New generation self storage facilities are the aim of new SSAA member Cloustruct.

C

loustruct is a Brisbanebased company offering the calculated, capable design and delivery of industrial construction projects, with a specialised focus on self storage facilities.

Founded by Angelos Stramarcos and Bobby Clouston, the team harnessed a clear vision to combine their extensive industry knowledge and prior experience managing tier-one construction projects, to set Cloustruct apart as an intelligent client-focused commercial builder.

Cloustruct is solutions-driven and capable of tackling projects with varying scopes of complexity.

The Cloustruct team aim to take their clients on a construction journey that remains professional yet straightforward, removing the unnecessary hurdles that can often be associated with construction www.selfstorage.org.au

projects. Cloustruct takes pride in providing their clients competitive pricing while achieving sharp, innovative results.

Cloustruct has recently delivered several new generation self storage facilities that offer contactless, drive-up units designed for seamless customer experiences.

Cloustruct is well-positioned to become a leader in the delivery of self storage and broader industrial/ warehouse projects, with ambitions to expand into both New South Wales and Victoria. With many retailers turning to online stores and downsizers

searching for storage space as they tackle affordability issues, Cloustruct is of the opinion that both general industrial and self storage will remain strong sectors in the coming years. l

Get started with Cloustruct

For more information about how Cloustruct can achieve your design and construction goals, you can head to www.cloustruct.com.au or contact James Perrins at james.perrins@cloustruct.com.au.

AUGUST / SEPTEMBER 2022 INSIDER 126

Self Storage.

Agreements 2022:.

launching the updated self storage agreement suite

The SSAA has recently released various updates to its self storage agreement suite, including updates to the standard self storage agreement and the managed storage agreement, and for Australia, updates to the mobile storage agreement and the new vehicle storage agreement.

About the updates

Three key drivers set the agenda for this review of the self storage agreement suite: the changing legal landscape, changes in the way members are doing business and changing consumer expectations.

There has been a strengthening of consumer laws across Australia and New Zealand, particularly regarding unfair contract terms (UCTs).

Currently, if a court determines a standard contract term to be unfair, the term cannot be enforced.

Proposed legislative changes in

INSIDER 126 AUGUST / SEPTEMBER 2022

coming years will likely impose significant civil penalties if a standard contract term is found to be unfair, both in Australia and New Zealand. The SSAA has sought to strike an appropriate balance between the interests of the facility owner/operator and the consumer/storer and has made some updates to the suite’s standard terms with UCT considerations in mind.

Enquiries through the SSAA Legal Help Desk and the shared experiences of members provide

good insight into the practical challenges operators are regularly facing. These scenarios have informed several of these updates and the development of additional resources for members.

Since 2020, many operators have transitioned to contactless moveins and this change, together with smart entry technology, has been contemplated in these updates.

Consumers expect to be able to transact online and the agreement formats now offer a more seamless experience. www.selfstorage.org.au

SSAA 25

“

For the first time, the storage agreement suite now includes unilateral variation rights, allowing the facility owner/operator to amend or update the self storage agreements’ terms on written notice to storers.

Business Activity

From time to time, businesses may undertake activities in self storage facilities and until now, the agreement has not addressed the practicalities of business storers.

The agreement has been updated to require any storers conducting business activities on or out of their space to obtain written approval from the facility owner/operator.

This should ease the enquiries the facility owner/operator has to make by placing the responsibility on the storer to inform them of any business activities. Further detail on this can be found in the updated CSA Guidelines.

Risk and responsibility of storers The extent of a storer’s liability for damage / injury caused by the storer’s use of the space is now qualified to expressly exclude any negligence on the facility owner / operator’s part. This change has been made for clarity and to mitigate potential UCT claims.

Insurance

Key changes

The following are key changes the SSAA has made to the agreements:

Termination Period

A facility’s right to terminate the agreement can be limited if the facility has not specified an end date in the Fixed Period section of the agreement when signing up a storer. The agreement now confirms that in the event that no Fixed Period is specified the Facility must provide a 6 week period of notice before termination. www.selfstorage.org.au

Insurance remains a complex topic and the offering across facilities is varied. The tick box insurance options in the agreement schedule has been updated to better capture the different circumstances of storers and to highlight this important topic

Key additions

The following are new clauses the SSAA has included in the agreements:

Additional Costs for Storer

The costs the storer is responsible for has been expanded to include paying emergency or security service call-out fees where the facility’s alarm systems are triggered by the storer (or any person permitted by the storer to enter the facility).

Following recent judgements, ”Default Action” costs have also been expanded to expressly include court costs and all reasonably incurred legal costs.

Natural Disasters

The recent severe weather has prompted the inclusion of a set of natural disaster clauses that directs the storer to comply with all reasonable requests, including attending the facility and clearing the space. The clauses also allow for the agreement to be suspended and/or terminated, based on the event.

Receipt/Dispatch Services

While some facilities offer the managed delivery service via the Storage Room Agreement, practically it appears that most facilities sometimes accept and dispatch deliveries on behalf of storers as part of day-to-day operations. A set of clauses has been included to address this activity and record the storer’s acknowledgement of the risk and responsibility involved with this type of activity. A facility cannot charge any collection or dispatch fees under this arrangement and it is not acting as a bailee. Further details can be found in the CSA Guidelines and on the Member Portal.

Goods Handling Equipment

Clauses have been added to address and allow for the safe use of goods handling equipment.

Container Movements

Clauses have been added to address the delivery and movement of containers in facilities, allowing the facility owner/operator to move and access the container as required. The container can effectively be treated in the same manner as a storage space and the same provisions apply to the container as they would a unit.

AUGUST / SEPTEMBER 2022 INSIDER 126

26 SSAA

File Type

Description

Short Format

• Microsoft Word • Fillable PDF • E-Sign (suitable for a range of e-sign formats including DocUsign, HelloSign and AdobeSign).

The agreement schedule has been condensed onto a single page and the full terms have been condensed into a two-column format.

Long Format

• Microsoft Word • Fillable PDF

An instruction sheet, the agreement schedule plus full terms in single page format in larger font.

Digital Format

Storman and SiteLink have the updated agreement schedule and full terms for all agreements, plus the privacy collection statement and StorerCheck information form.

Additional Document Updates:

• The Privacy Disclaimer Statement has been updated and is now called the Privacy Collection Statement to align with the privacy principles • The StorerCheck Information Form has been updated • The Privacy Policy template for facilities has also been updated

“

Consumers expect to be able to transact online and the agreement formats now offer a more seamless experience.

Automatic Acceptance: Terms & Conditions

For the first time, the storage agreement suite now includes unilateral variation rights, allowing the facility owner/operator to amend or update the self storage agreements’ terms on written notice to storers.

As the pace of change continues to accelerate, these rights mean the SSAA can update the agreement suite more frequently, affording better protections for members and storers without impacting facility operations.

From this version of the agreement onwards, this change means responses from the SSAA Legal Help

INSIDER 126 AUGUST / SEPTEMBER 2022

Desk will most likely be able to be based on the most recent version of the agreement.

Naturally, as with any agreement update there will be a transition period for many facilities. SSAA recommends facilities consider asking all customers to sign the updated agreement to provide for smoother agreement updates in the future.

Individual, Business or Company?

The agreement schedule has been updated to include space to collect the details and signatures of two company directors or a director and company secretary.

A reminder that a storer is either an individual or a company. A business or trading name cannot be a storer as it is not a legal entity capable of forming a contract.

Where an individual wants their business name and ABN recorded on the contract, the contract should be executed in the individual’s name “Trading As” the business name.

A range of formats and fewer pages

Members have asked for fewer pages and the updated agreements deliver this. Each agreement is now available in a range of formats (see table above). Members who offer digital signing (either via e-sign, email or management software) are able to have the full terms embedded into the sign-up process, where customers click to view and accept the terms and conditions as part of the process.

Whether signing up online or in person, the storer should be provided with a copy of the storage agreement, full terms and privacy collection statement for their records. Ideally this should be sent via email as it also provides a mechanism to confirm the email address provided is correct.

For members who like to display the full terms in large format in the office, there are a range of print formats available for download from the Member Portal. www.selfstorage.org.au

Transitioning to the new agreements

Members should commence using the updated agreements as soon as possible.

All new storers should be signed up on the latest agreements, and where any details or storage needs of existing storers need to be updated - such as the provision of a new address or need for another unit – this should instigate the signing of a new updated agreement.

For digital agreements: contact your management software provider and confirm you wish to update to the updated standard/managed/mobile storage agreement.

For printed agreements / sign up pads: download the relevant agreement from the Member Portal, add your logo and facility details at the top of the agreement then provide to your printer.

For e-sign agreements: download the relevant agreement from the Member Portal, add your logo and facility details at the top of the agreement, save as a PDF and upload into your e-sign software.

Storers on old agreements

When a storer has been storing for a long time and is on an agreement version that is more than six years old, it is recommended the storer signs a new agreement.

Download the Request New Agreement email template from the Member Portal and edit to suit your requirements. Contact your management software provider to see if this process can be automated with e-sign procedures to make it as easy as possible for your customers.

CSA Guidelines

The Customer Storage Agreement (CSA) Guidelines (formerly known as the MAP) has been updated to reflect all the changes to the suite of agreements.

The CSA is available to download in full from the Member Portal, or can be viewed by section online.

Online learning

The SSAA’s online training modules have been updated to reflect the changes to the agreements.

Refresh your understanding of self storage agreements and how to apply the CSA in easy online learning modules, now updated with new presentations, audio and video versions plus downloadable reference guides and checklists. Gain the knowledge you need to manage your self storage facility with confidence. l

Further Support

Get in touch with the SSAA Legal Help Desk by logging into the Member Portal and completing a support enquiry, or email legalsupport@selfstorage.com.au.

28 MAXIMISING RETURN

A fair bid

Tips for selling up a storer and maximising return.

i

BidOnStorage was launched in August 2016 by Grant McNamee & Brennan Mcloughlin. Since then, it has hosted more than 24,000 storage auctions. Before starting iBidOnStorage, Grant McNamee and Brennan McLoughlin had extensive careers in the self storage industry, giving them a unique insight and understanding of storage operators’ challenges regarding bad debtors and auctions.

Insider asked Brennan about dealing with non-paying customers, what opportunities this presents, and tips to help sellers with their auctions.

“I speak with operators daily from large and small facilities, and it is clear how strong self storage is performing.

Demand is high, supply can hardly keep up, and everyone says they are full or near capacity. When the market is like this, storage operators must be on top of every opportunity to maximise income by ensuring high conversion rates, managing rental income and managing bad debtors. It’s not good business to let a customer occupy a storage space if they are not paying for it.

‘Dot your ‘i’s and cross your ‘t’s, get the non-paying customer out, and get the space available for a goodpaying tenant. It’s madness given that the vast majority of people that stop paying their storage bill and are not returning correspondence are not in financial hardship, they have simply made the decision to walk away from it.”

Brennan continued, “When selling up a storer, consistency in following processes is critical. This involves consistently communicating to customers on their account status

INSIDER 126 AUGUST / SEPTEMBER 2022

“

Consistency in following processes is critical. and advising them what will happen and when per the agreement they signed. Operators that follow processes are confident when deciding on selling up a storer.

Auctions

Brennan has some essential tips regarding operational excellence when posting auctions. These tips are not revolutionary but when used in combination, they will help you achieve the best possible result from your auctions. He suggests keeping the following key points in mind: l A low starting price: Industry research shows a low starting price will give you a better chance of attracting bidders. Also, users are more likely to view auctions that already have bids on them as they generate interest. Use curiosity to your advantage. l Images: Good quality images are worth money. Take clear photos of the unit and items. Shaky, blurred, poorly lit photos will not help.

Clearly show the condition of big-

ticket items and showcase them in individual images. ALWAYS include a full shot showing everything in the unit as the buyer will see it when they open the door. l Be transparent: Nothing is worse than a buyer in your office complaining that your auction description and photos have misled them. Be as transparent as you can. DO NOT try to hide damaged items. l Encourage buyer inspections: On the rare occasion a prospective buyer wants to view the unit before placing a bid, we encourage you to accommodate them as it helps with buyer confidence. Remember, it is a view from the door only, no sifting through the contents. l Staff and buyers: One concerning area is conversations between staff and buyers. Conversations about why the goods are being sold or comments like “I can’t believe how much you have paid for this” or “I can’t believe you bought this”. These diminish buyer confidence and tend to result in conflict. l If you have any questions, contact the iBidOnStorage team on 02 4302 0605. www.selfstorage.org.au

30 NEW SERVICE MEMBER

Alspec joins SSAA Market leader in aluminium systems, Alspec is the Self Storage Association of Australasia’s newest service member.

E

stablished in 1974, Alspec is the market leader in designing and distributing innovative aluminium systems to the architectural, residential, industrial and home improvement markets.

Its mission is to be world-class in aluminium design, distribution and service – everything aluminium.

With an in-house design team and a NATA-accredited testing facility, Alspec goes above and beyond Australian Standards to ensure the highest performing systems are available. Its brands include Carinya, Invisi-guard, Danmac and Aluminium Façade Systems. Alspec boasts an abundant suite of products, including residential and commercial window and door systems, commercial and residential hardware and accessories, security screens, shower screens and curtain wall systems. Once Alspec’s products are

“

Alspec believes in the long-term sustainability benefits of aluminium. installed, their commitment to clients continues with ongoing technical support and an extensive service network.

With 14 locations around the country and continuously growing each year, Alspec focuses on sustainable initiatives and is committed to building a sustainable future for Australia. Alspec believes in the long-term sustainability

benefits of aluminium as it is strong, lightweight, and 100% recyclable.

Alspec’s design showrooms (AluSpace facilities) are located in Adelaide, Sydney and Brisbane.

These showrooms allow customers to experience and interact with Alspec’s products firsthand before specification. l To see how Alspec can support your Capability Statement next project, contact Peter Mclean at pmclean@alspec.com.au or call +61 490 198 997. Additionally, you can browse Alspec’s extensive product catalogues or tour their virtual showroom on their website, www.alspec.com.au.

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32 GLOBAL INTELLIGENCE

Smooth operators:.

How global leaders are transforming operations How the world’s leading self storage providers are innovating their operations to enhance the experience of their customers and maximise their revenue.

W

hat does operational excellence look like at the highest levels? Casting our gaze beyond Australia and New Zealand, here’s how the world’s biggest self storage providers are enhancing the experience of their customers and maximising their revenue.

Whether you operate one facility or 100, there are lessons from these global industry leaders that can be applied to every self storage business – because every organisation, regardless of its size, can aspire to operational excellence.

Digitising the customer experience

Across the board, the world’s leading self storage providers are investing in technology, and using online capabilities to remove friction (anything that prevents or discourages people from using their services) from the customer experience.

Life Storage-a New York-based business with 1100 facilities coastto-coast and more than 660,000 customers introduced online selfservice rentals in 2018. Customers complete their rental application process and make their first month’s payment online, and they can then proceed instantly to their storage

INSIDER 126 AUGUST / SEPTEMBER 2022

space, with turn-by-turn directions and an interactive map available on their mobile device. Each customer is validated digitally to help prevent fraud.

The self-service platform has been a hit with customers, growing from less than 10 per cent of the company’s rentals in 2018 to a peak of more than 50 per cent during Covid lockdowns, eventually stabilising at roughly 35 per cent of rentals. Not only has it simplified the process for storers, but the company says it’s also reduced the staffing hours required at stores and their call centre.

Public Storage, the global industry leader with more than 2800 facilities and 1.8 million customers, has also sought to remove friction by digitising every step of the customer journey, and has installed digital property access systems and digital locks across its portfolio. At many facilities, customer care is now provided remotely, with employees working from home and communicating with customers via live video chat.

Public Storage has seen a similarly enthusiastic take-up of its eRental service, which also allows storers to skip the rental counter and move straight into their space. About 48 per cent of Public Storage’s new customers now use this service,

and the company says it takes customers just six minutes, on average, to book an eRental, as opposed to 45 minutes under the legacy operating model.

Extra Space Storage, a Utahbased business with more than 2000 facilities and a $23.2 billion equity market cap, has always invested heavily in technology, with about 40 per cent of rentals now coming through ‘contactless channels’.

Optimisation driven by data

Not only has digitisation cut down on wait times and improved the customer experience for these global self storage leaders, it’s also helped them optimise their operations – because with digitisation comes data.

Public Storage uses the data it acquires from its digital processes and technology-enabled properties for artificial intelligence and machine learning use. The company uses a data-driven revenue management system to optimise its pricing, and uses scheduling technology to optimise staffing at its facilities based on customer demand.

As a result of using data to finetune its staffing, Public Storage says it has been able to improve its margins and achieve payroll cost www.selfstorage.org.au

savings of 25 per cent, which has helped the company to expand its portfolio by 23 per cent since the beginning of 2019.

Extra Space has long taken a datadriven approach to innovation. The company’s prices are driven through its proprietary revenue management system, which was created by its in-house data science team, and is continually refined through constant testing and optimisation.

Occupancy, market data and customer data are used to drive rates, discounts and advertising strategies in each of the markets Extra Space operates in; a nimble and adaptive approach that the company says has helped to drive strong growth across its portfolio.

Understanding customer behaviour

Life Storage also uses interconnected data platforms to drive staffing efficiency, using its own predictive model to schedule call centre and

www.selfstorage.org.au

store staff. The company also uses its performance and customer data to derive a deeper understanding of customer behaviour, and optimises its rates and incentives accordingly.

Life Storage also uses the digital maps it provides customers to help them find their spaces as a way of driving revenue. The maps calculate travel distance from each space to the closest entry point, and rental rates are charged in tiers – ‘premium’ spaces offering the most convenient travel distance are sold at a higher rate, and ‘value’ spaces offering less convenient travel distance are sold at a lower rate.

CubeSmart, another US self storage leader with more than 1200 properties and a $14.9 billion market cap, has also embraced data-driven dynamic pricing. The company says it maximises revenue through realtime pricing decisions that leverage historical consumer data, with ongoing optimisation to capture further efficiencies.

Consistency across all channels

Digitisation is an important thing to get right for your customers – but it isn’t the only thing. No matter how advanced their digital operations are, the global self storage leaders recognise that this is just one part of the omnichannel customer experience.

Public Storage uses its proprietary centralised operating system to integrate digital transactions with the company’s operations and help ensure a consistent experience across all channels.

While more than 85 per cent of Public Storage customers visit the company’s website as part of their customer journey, and 48 per cent of rentals are completed on the website, the company still ensures that its face-to-face interactions are up to scratch, with a comprehensive training curriculum and standardised sales processes for its staff.

Extra Space focuses on providing a seamless customer experience, online and off. Whether a customer’s journey begins through Google Ads, social media, or just driving past their local facility, they’re focused on creating a consistent brand offering, so that customers feel they’ve had the same experience, no matter how they interact with the company.

Similarly, CubeSmart stresses the importance of its own omnichannel experience. It aims to leverage digital platforms to replicate the in-person experience across all customer touch points, so that customers can seamlessly transition between various channels and platforms and interact with the company in the way they choose, whether it’s online or through one of the brand’s in-store ‘teammates’.

The consistent message from each of these industry leaders is that you shouldn’t put all of your eggs in one basket – or, more fittingly, all of your goods in one box.

You need to ensure customers can interact with your business through multiple channels, and that none of those channels becomes a weak link in your operational chain – because ultimately, everyone in your business has a role to play in ensuring you achieve operational excellence. l

AUGUST / SEPTEMBER 2022 INSIDER 126

34 OH&S

Investing in excellence

Safety performance contributes to operational excellence.

O

perational excellence programs were introduced in the 1970s by Juran and later by Shingo Institute, among others. There is no single definition for Operational Excellence, so in this article, Operational excellence refers to: “Philosophy of the workplace where problem-solving, teamwork, and leadership results in the ongoing improvement in an organisation.

The process involves focusing on the customers’ needs, keeping the employees positive and empowered, and continually improving the current activities in the workplace”.

By this definition, it could be fair to say that operational excellence begins and ends with your workers.

But how does workplace safety fit in?

The link hasn’t always been clear.

Most business leaders understand that they are obligated to reduce workplace injury risk, but unfortunately many believe that safety expenditure is a cost, not an investment.

Employee engagement matters A key contributor to operational excellence is keeping your employees engaged. Employees who are positive and feel empowered are more likely to participate in team-based problem solving, resulting in ongoing improvement in the organisation.

Operational excellence relies on having a culture that encourages these behaviours.

The same can be said for your safety program. If an employee raises the risk of an injury in their work, and the business consults with them on how the risk could be eliminated or reduced, they are likely to feel that the company cares

INSIDER 126 AUGUST / SEPTEMBER 2022

“

A key contributor to operational excellence is keeping your employees engaged. about them. Similarly, suppose they are asked how the quality of service provided or efficiency/cost could be improved. In that case, they are more likely to be forthcoming with issues and solutions that will make their work less frustrating and enjoyable, along with improving operational excellence.

Safety is an investment

Most business leaders understand that they are obligated to reduce workplace injury risk, but unfortunately many believe that safety expenditure is a cost, not an investment.

It is a fundamental requirement for employees in a workplace to feel safe at work. Extending far beyond job security, they need to know that they will not be physically or psychologically harmed when performing their work.

Modern societies like Australia have established legal requirements for creating safe workplaces. This ensures business owners engage with their employees to eliminate or reduce, as far as practicable, workplace risks to the health and safety of all staff.

However, business owners’ understanding levels vary, especially small to mediumsized businesses. Their owners may not know or understand the significant benefits of investing in proactive and engaging safety culture.

Successful and sustainable businesses recognise that addressing these fundamental requirements for health and safety by building a proactive,

Tim is an experienced Health and Safety Practitioner, OHS and Environmental systems Auditor and Tertiary Qualified Engineer.

He has held operational and consulting roles, being responsible for Health and Safety and developed, implemented, and maintained OHS and Environmental Management Systems of global organisations in the manufacturing, construction, and logistics industries.

positive, and engaging culture significantly ensures other critical areas of the business benefit. For example, the quality of customer service and business efficiency are key contributors to delivering operational excellence.

So if you are wondering where to start to achieve operational excellence, look at your safety program. Ask yourself, are my employees on board with it? What can I do to make it better? Your employees, and your business, will thank you for it. l

We’re here to help

For information or advice on making safety meaningful, simple, and sustainable in your workplace, don’t hesitate to contact the OHS Help Desk.

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. www.selfstorage.org.au

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36 HR HELP DESK

Operational HR: excelling at the day-to-day Operational human resources refers to day-to-day HR functionality and transactions.

M

ost owners/operators/ managers deal with operational HR daily. These are the tasks that make up the employment cycle and support the HR strategy that, in turn, supports the goals of a business. This differs significantly from strategic HR, which refers to long-term goal setting.

Some examples of operational HR include: l Job creation, advertising and candidate selection (recruitment) l Policy and procedures creation and execution l Performance management can consist of training and managing underperformance while rewarding good performance l OHS/WHS within the workplace to ensure employees are at all times safe, physically and mentally in the workplace l Exiting staff (redundancies, terminations and resignations) A central and secure location for employee data is a great start to quickly promote good record keeping and access to employee information. It is essential to have processes established that ensure these tasks are not overwhelming or handled inefficiently or irresponsibly.

Contracts or agreed policies and certificates are examples of the data you should be storing and templates and how-to guides for process and documentation reasons.

Job creation, advertising and candidate selection (recruitment) When recruiting or searching for a new employee, you must clearly outline tasks and duties in mind for the individual (job description). Once that is in place, you can create a job advertisement that lists out the key responsibilities of the role and what qualifications and experience are required to execute these responsibilities.

Ensure you have a job description template on hand that has both existing roles already completed

INSIDER 126 AUGUST / SEPTEMBER 2022

safe handling procedures such as operating machinery, driving, etc.

Policies must be available to all employees in either a paper handbook form or online via your internal HR system.

Performance management can include training and managing underperformance while rewarding good performance

“

Policies provide your expectations for how you want your business to run and your expectations of your employees. or can be used for new positions should there be a need. The same can be said for advertising the position. Many available job advertisement templates can be an excellent guide for including all the necessary information to attract an ideal candidate.

When interviewing, gather key stakeholders who will work with or manage the new person. It is also a good idea to bring someone with a highly valued opinion, which can help assess skills and experience and whether the person is a good “fit” in a business.

Policy and procedures creation and execution Policies are always required for managing people. They provide your expectations for how you want your business to run and your expectations of your employees.

From code of conduct and no bullying or harassment policies to uniforms, smoking, drug, alcohol and dress codes. Policies can also outline leave entitlements and

All employees need feedback as to how they are going in their roles. Performance appraisals are an excellent way of outlining the requirements of the role and how that individual is doing against them. They can also include plans for improving in a role and recommendations for training in areas that need improvement.

Sometimes underperformance can warrant verbal or written warnings, which need to be documented against the employee file. These disciplinary measures may be required as evidence should you wish to terminate an employee based on their performance.

The performance appraisal should include how an employee acts within a business and how their attitude contributes to the culture of the workplace. Rewarding good performance and behaviour (gift cards, salary increases, extra leave) can build a robust and healthy environment that attracts good calibre staff and ensures retention of good employees.

OHS/WHS within the workplace ensures employees are at all times safe, physically and mentally, within the workplace.

Displaying an “If You are Injured at Work” poster, having an accessible injury register and first aid kit, and ensuring that wires and cords are safely secured and not a trip hazard or electrical risk to anyone are suitable OHS/WHS protocols.

Employees who operate machinery must be well trained in how to use it, hold any relevant www.selfstorage.org.au

FINANCE 37

Book it

Why should I use a bookkeeper?

By Glenn Harris, Bishop Collins.

licences or certificates and be provided with appropriate safety wear.

OHS/WHS also includes being aware of the circumstances and equipment that people working from home have/use.

Exiting staff (redundancies, terminations and resignations)

All things must come to an end, and that includes the employee lifecycle.

Sometimes an employee chooses to move on, which must be handled correctly. A written acceptance of the resignation, calculation of any leave owing that may need to be paid out, and often conducting an exit interview to gain insight into why the employee chose to leave are examples of what to do when an employee leaves. Good employees might be lucky to receive a gift or party at their departure, spreading goodwill among those remaining employees. Plus, letting an employee exit with grace is good for your brand’s health and reputation.

If an employee needs to be moved on or their position becomes redundant, these processes must be handled according to HR legislation. l If you would like to know more about operational HR processes, require templates or policies, or are interested in firming up your process, then please call the SSAA HR Helpdesk, and we can have a chat.

If you would like any further information call the SSAA

HR HELP DESK 1300 01 SSAA / 1300 017 722

www.selfstorage.org.au

R

esearch suggests one of the key reasons small to medium family businesses fail is the lack of good accounting records. It is impossible to make informed decisions about your business without timely and accurate accounting records.

Bookkeeping is the cornerstone of Self Storage businesses accounting records and, therefore, critical. Poor bookkeeping will lead to poor accounting records, leading to poor decision-making for your business.

This is because all the following critical business areas rely on timely and accurate bookkeeping.

In the current volatile times we are experiencing, accurate accounting records allow facilities to make immediate decisions that suit market conditions. For example, cash flow challenges move to the foreground in volatile markets. In response, you may wish to offer your customers a discount for upfront or early payment to ensure your cash flow remains strong. However, it’s challenging to make such a decision without knowing your accounting numbers. You need to know your current profit margins so you can see how such a decision may affect your business in the long term.

Accurate reporting is critical for numerous reasons in business.

One of the more important ones is in the finance application.

Following the Banking Royal Commission, we see lenders applying a conservative approach to a “suitable loan”.

Without accurate and reliable accounting records, it will prove extremely difficult for your business to obtain finance, and most likely, at the time, it needs it the most. Then once you have the finance, the bank will most likely require your accounts for an annual review

“

Poor bookkeeping will lead to poor accounting records, leading to poor decision-making for your business. or covenant compliance. If you cannot provide these to the bank, it’s likely that the fine print will allow them to change the loan terms or, worse, require you to repay the loan.

The ATO’s audit approach is one of risk assessment. If the ATO can see your self storage business has a well-implemented and maintained accounting “process”,” it will be less likely to undertake further investigation into your business affairs.

If you are trading as a company, Corporations Law requires you to keep accurate books and records. The ATO continues to focus on small business claims, particularly BAS lodgements, including GST claims and employer obligations for PAYG and superannuation guarantee. In addition to this, the ATO is now focusing on JobKeeper claims. Additionally, at a state level, payroll tax continues to be a significant focus for audit activity.

Your accounting records form the basis of your taxation-related reporting, including income tax, payroll tax, and GST. If your affairs are reviewed or audited, you must have complete and accurate books and records to support any declaration you have made to the federal or state governments. You may expose your business to significant interest and penalties without these records. These are just some of the reasons why a bookkeeper is essential. l

AUGUST / SEPTEMBER 2022 INSIDER 126

38 LEGAL

Avoiding disastrous claims

There are a number of legal issues regarding prevention and liability when responding to natural disasters. By Philippa Thorne, Graduate-at-Law, and Alexandra Culshaw, Lawyer.

N

atural disasters have become an almost yearly reality for Australians. The devastating floods earlier this year in Queensland and New South Wales are a not-so-distant memory, not to mention the Black Summer bushfires, which heavily impacted large parts of Victoria and New South Wales. A failure to prepare can exacerbate the destruction perpetuated by natural disasters.

Where possible, Facilities should take steps to mitigate the risk of claims for damaged goods whilst keeping in mind the risks associated with certain preventative actions.

Mitigation: How to reduce the risk of damage from natural disaster

First it is important to remember that a storage facility is bound under the Australian Consumer Law (ACL) to provide storage services with due care and skill.

A storage facility demonstrates due care, skill, and operational excellence by delivering clean, maintained, and safe spaces for its customers. Conversely, a lack of due diligence in cleaning and maintaining a facility can lead to not only unhappy customers but may cause a facility additional complications in the event of a natural disaster.

By having a regular cleaning schedule and promptly addressing maintenance issues, you can maintain your general obligations under the ACL while mitigating the potential risk of damage from a natural disaster.

Second, a facility should consider location-specific risks in the provision of its services.

Keep in mind the following preventative measures that could be implemented based on location:

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l l l l l l l l

temperature control, humidity control, earthquake protection, lighting, pest control, floor drainage, seals on doors, and elevation.

Philippa Thorne.

Mitigation: Liability issues

Facilities should be mindful of possible liability issues associated with those actions when taking steps to prevent or minimise damage arising from natural disasters. The general position as to liability is set out in clause 16 of the Standard Agreement, which is that the storer bears the sole risk and responsibility for their stored goods. This means that the storer assumes liability for any damage to their goods, including damage caused by a flood or water leakage.

A facility is generally excluded from liability for damage to goods stored on its premises and remains the storer’s responsibility to ensure that their goods are adequately insured.

Clause 16 is highlighted under the ‘Main Points’ section of the Agreement, but we recommend you take reasonable steps to ensure the storer acknowledges and understands its consequences.

An exception to this rule arose in a recent scenario, which was brought to the attention of the SSAA Legal Help Desk earlier this year. A Queensland facility used a crane to lift containers about 1 metre above the ground to try and prevent flood waters from reaching the goods.

However, the storer claimed that their goods were damaged during the crane lift of the space.

In circumstances like this, where a facility takes action to minimise loss to a storer, it may be seen as taking possession of the goods.

Thereby creating what is known as a bailment relationship; this is a type of legal relationship where the

Alexandra Culshaw.

storer’s goods are transferred for a time into the facility’s possession.

You may be familiar with this type of arrangement if you use the Managed Storage Agreement. Under the Standard Agreement, the storer is merely a licensee.

In contrast, when the facility becomes a bailee, it assumes possession and control (but not ownership) of the storer’s goods, and the facility has a higher level of responsibility to the storer as its bailee.

In the above example, using a crane to lift the space could have potentially made the facility responsible for any damage to the goods within the space because the relationship can be characterised as bailment.

All SSAA Agreements contain a limitation of liability clause, but this may only protect a facility to the extent of the law. This means the facility could be liable due to negligence, particularly if it has become a bailee of the storer’s goods.

Where a bailment relationship exists or may arise due to the circumstances, you should contact www.selfstorage.org.au

your insurer if goods are damaged to ensure that your facility is adequately insured. Of course, you must have appropriate insurance coverage for all the usual risks a facility faces. These risks should be discussed with your insurance broker.

Disaster management: what to do if you are ‘too late.’

Facility access to a storer’s space is permitted where the space is damaged, such as by storm damage, flood or other natural disasters. In certain circumstances, the facility may relocate the storer.

However, it is important to remember that this can lead to a bailment relationship between the facility and storer, as described above.

The facility may also dispose of the storer’s goods where the goods have been severely damaged by fire, flood or some other event that, in the facility’s reasonable opinion, has caused the goods to be hazardous or dangerous to other storers /or their goods. In this instance, you should notify the storer.

In the event of an emergency, here are some practical steps that a facility may take: l If you are not the registered proprietor of the land, obtain a copy of the lease and seek legal assistance to understand any obligations relating to damages, etc.; l Notify any relevant insurers, and review policies to ensure you have adequate coverage; l Promptly lodge any necessary insurance claims; l Advise storers with damaged goods to notify their insurers.

l Collect all current storage agreements for the facility, as some secondary damage may arise from a natural disaster; l Notify all storers of potential damage. Facilities should take steps to do this as soon as possible however it is important not to confirm that there has been damage to the unit and, if relevant, advise storers that access to the facility will be restricted; l Appoint a single person, owner or employee, to be a communications manager to correspond with storers. This includes social media or media.

A single point of contact helps to ensure consistency in messaging and avoid confusion; l Consider alternative arrangements for goods unaffected by fire or water if the unit has been compromised. We recommend seeking legal advice before taking possession of a storers goods to minimise the risk of liability; and l Notify any suppliers/contractors/ employees of damage and whether the business continues to operate.

Once the area has been deemed safe: l Access the facility to assess the damage and create a clear rectification plan for all stakeholders to follow; and l Begin implementing recovery procedures to rectify any damage. We recommend keeping evidence of any costs incurred as these may be reimbursable through the relevant insurance policy.

“

Facility access to a storer’s space is permitted where the space is damaged, such as by storm damage, flood or other natural disasters.

Key takeaways

In achieving operational excellence across the board, facilities need to be prepared in the event of natural disasters and have a plan in place.

In summary, you should consider: l Location-specific risk: In your facility’s maintenance, consider what you can do to mitigate the location-specific risk of damage from a natural disaster. l Bailment relationships: Be aware of when and how a bailment relationship can arise and in what circumstances liability for damage to a storer’s goods can shift to the facility.

Consider your insurance policy and whether it covers claims for damaged goods stored under bailment. l Disaster-damaged goods: If goods have already been severely damaged due to a natural disaster in your area, you may be able to relocate the goods or dispose of them.

The facility should notify the storer as soon as practicable in these instances. Consider our practical tips in the event of an emergency. l

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

www.selfstorage.org.au

AUGUST / SEPTEMBER 2022 INSIDER 126

40 TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF STORAGE INDUSTRY ACCESS CONTROL, FIRE & SECURITY PTI SECURITY SYSTEMS T: Sales: 1300 798 860 Support: 1300 159 473 E: apac-sales@ptisecurity.com www.ptisecurity.com AD-TECH Security Adrian Rostirolla T: 1300 306 090 E: adrian@ad-tech.com.au www.ad-tech.com.au –––––– AlarmQuip Security Systems Evan Richardson T: 1300 552 520 E: admin@alarmquip.com.au www.alarmquip.com.au –––––– QueAccess Pty Ltd Mike Bristol T: 1300 783 222 E: info@QueAccess.com.au www.queaccess.com.au –––––– Sentinel Storage Systems Jason Keane T: 1300 852 117/+61 3 9988 2035 E: info@storagesecurity.com.au www.storagesecurity.com.au

ANCILLARY SERVICES PACKAGING VISY BOXES & MORE Ralph Inglese T: 13 84 79 E: vbm_vic@visy.com.au www.boxesandmore.com.au Branches across AUS and NZ Homestead Press Ingrid Nammensma T: +61 2 6299 4500 E: printing@homesteadpress.com.au www.homesteadpress.com.au

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

COMPUTER REPAIR & IT SERVICES Millennium Technology Barry Mitchell T: 0800 724 376 E: info@millenniumtechnology.co.nz www.miltech.co.nz

LOCKS Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au

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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 Aluminium Specialties Group PTY LTD Peter McLean T: 1300 257 732 E: pmclean@alspec.com.au www.alspec.com.au –––––– Cloustruct Pty Ltd Robert Clouston T: +61 409 726 789 E: bobby@cloustruct.com.au www.cloustruct.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 –––––– 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 –––––– Debtplacer James Cook E: support@debtplacer.com www.debtplacer.com

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 E: jeffery.nathan@aon.com T: +64 9 362 9535 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

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: +61 431 281 108 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

www.selfstorage.org.au

TRADE DIRECTORY | 41 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 –––––– Vision Self Storage Management Gavin Koorey T: +61 2 9432 2880 E: gavin@vssm.com.au www.vssm.com.au

OHS SERVICES OHS Action Consulting Craig Salter T: +61 409 772 499 E: craig.salter@actionohs.com.au www.actionohs.com.au –––––– Workplace Access and Safety Carl Sachs T: +61 3 9045 6200 E: carls@workplaceaccess.com.au www.workplaceaccess.com.au

REAL ESTATE & VALUERS Burns Property Kira Steinhaus T: +61 7 5478 9122 E: info@burnsproperty.com.au www.burnsproperty.com.au CBRE Limited Peter Hamilton T: +64 9 355 3333 E: peter.hamilton@cbre.co.nz www.cbre.co.nz –––––– CBRE Dylan Adams T: +61 7 3833 9833 E: dylan.adams@cbre.com www.cbre.com.au/people-andoffices/corporate-offices/brisbane

www.selfstorage.org.au

Colliers Baden Mulcahy T: +61 2 9257 0222 E: baden.mulcahy@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 –––––– Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au –––––– m3property Jeremy Hoffman T: +61 7 3620 7900 E: jeremy.hoffman_365@m3property.com.au www.m3property.com.au –––––– Savills Valuations Pty Ltd Basil Simitci T: +61 7 3221 8355 E: bsimitci@savills.com.au www.savills.com.au –––––– Urbis Shane Robb T: +61 2 8233 7627 E: SRobb@urbis.com.au www.urbis.com.au –––––– Valuation Partners Martin Fallon T: +61 3 9674 0374 E: mfallon@valuationpartners.com.au www.valuationpartners.com.au

SOFTWARE SOLUTIONS STORMAN AUSTRALIA T: +61 7 3319 1522 E: sales@storman.com www.storman.com

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

Sitelink Michael Dogger T: +61 7 3889 9822 E: support@sitelinksoftware.com.au www.sitelinksoftware.com.au –––––– Stora Limited Gavin Shields E: hello@stora.co www.stora.co –––––– Storeganise Miles Davison T: +1 416 639 0873 E: hello@storeganise.com https://storeganise.com/

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.boscontainer.com.au –––––– NZBOX Ltd James Scott T: 0800 635 210 E: james@nzbox.kiwi.nz www.nzbox.kiwi.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

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

AUGUST / SEPTEMBER 2022 INSIDER 126

42 NEW MEMBERS FACILITY MEMBERS Cairns Mini Storage 15 Donaldson Street MANUNDA QLD 4870 T: 0800 437 640 E: levin@sgss.co.nz –––––– Central Avenue Storage Unit 8/10 Central Avenue SOUTH NOWRA NSW 2541 T: +61 2 4422 9696 E: southnowra@thecentralstorage.com.au –––––– Emerald Rent-a-Shed 11 McKenzie Street EMERALD QLD 4720 T: +61 7 4982 0515 E: emeraldrentashed@gmail.com –––––– M and T Storage 40 Watts Road NYORA VIC 3987 T: +61 414 356 977 E: snakegully175@bigpond.com –––––– Protector Storage 799-801 Greenwattle Street TOOWOOMBA QLD 4350 T: +61 488 314 688 E: em@termiteam.com.au –––––– SnM Storage 26 Kuhle Road KYABRAM VIC 3620 T: +61 408 590 840 E: scottmandy3@bigpond.com –––––– Supreme Lockups 8 Power Street LEVIN 5510 T: +64 6 368 8076 E: mike@sadl.co.nz –––––– Wonthaggi Self Storage 1 Elkin Court WONTHAGGI VIC 3995 T: +61 460 805 492 E: selfstoragewonthaggi@gmail.com

ADDITIONAL FACILITIES National Storage Owhata 23-63 Katoro Drive, Owhata OWHATA ROTORUA 3010 T: +61 7 3218 8100 E: info@nationalstorage.com.au

Code of Ethics

National Storage Penrith 1 Salmon Close CRANEBROOK NSW 2749 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– National Storage South Fremantle 229B Hampton Road SOUTH FREMANTLE WA 6162 T: +61 7 3218 8100 E: info@nationalstorage.com.au –––––– Safeguard Self Storage Levin 521 Queen Street East LEVIN WELLINGTON 5510 T: 0800 437 640 E: levin@sgss.co.nz –––––– Storage King Clyde North 11-15 Palladium Circuit CLYDE NORTH VIC 3978 T: +61 3 8903 8980 E: clydenorth@storageking.com.au –––––– Storage King Sunshine North 88-90 Berkshire Road SUNSHINE NORTH VIC 3020 T: +61 3 8903 8980 E: sunshinenorth@storageking.com.au –––––– StoreLocal Picton 455 Argyle Street, PICTON NSW 2575 T: 61 2 4677 2007 E: picton@storelocal.com.au –––––– Swift Storage Willawong 35 King Street, WILLAWONG QLD 4110 T: +61 428 119 559 E: admin@ussfm.com.au

PROVISIONAL MEMBERS David Kelly 5 Cobham Street, RESERVOIR VIC 3073 T: +61 402 128 101 E: d.kelly@randomempire.com.au –––––– Dominic Devine 64 Corser Street, BUNDABERG QLD 4670 T: +61 427 758 910 E: dominic@devineagribusiness.com.au –––––– Jared Chen 63/10 Lower River Terrace SOUTH BRISBANE QLD 4101 T: +61 413 031 998 E: jared82@gmail.com

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

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

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

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

INSIDER 126 AUGUST / SEPTEMBER 2022

Mark Duyker 59 Manna Gum Drive COWES VIC 3922 T: +61 438 512 005 E: framingmad1@bigpond.com –––––– Rod de Aboitiz Sirius Capital Partners Suite 402, Level 4 105 Pitt Street T: +61 407 483 759 E: rda@siriuscapitalpartners.com.au –––––– Samuel Jordan 8 Lorikeet Court MORNINGTON VIC 3931 T: +61 414 295 453 E: samuelajordan95@gmail.com –––––– Scott Embrey 64 Grange Drive LYSTERFIELD VIC 3156 T: +61 473 331 117 E: scotte@ftgnissan.com.au –––––– SureSafe Self Storage 128 Toallo Street PAMBULA NSW 2549 T: +61 450 806 500 E: jason.aptinvest@gmail.com

SERVICE MEMBERS Alspec 3 Alspec Place EASTERN CREEK NSW 2766 T: +61 490 198 997 E: pmclean@alspec.com.au –––––– Millennium Technology 42 Pukete Road TE RAPA 3200 T: +64 277 036 222 E: shane@miltech.co.nz –––––– Myhaus Queensland Pty Ltd Burns Property 5 Margaret Street PALMWOODS QLD 4555 T: +61 7 5478 9122 E: info@burnsproperty.com.au –––––– NZBOX Ltd 28 Valhalla Drive BEACH HAVEN AUCKLAND 0626 T: +64 9 869 6752 E: james@nzbox.kiwi.nz

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

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

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

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

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

www.selfstorage.org.au

SSAA Online Industry Training 12 modules with two complimentary introductory modules now available.

Each module takes approximately 15 to 30 minutes to complete and is accompanied by handy Quick Reference Guides.

Visit the Member Portal to sign up today!

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