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

105 FEBRUARY / MARCH 2019

Stor-Mate

Regional Facility of the Year 2018

INSURANCE Out of sight shouldn’t be out of mind

CUSTOMER SERVICE Self storage best practice script

PROFILE

COMMUNITY

SSAA International Member Stor-Age South Africa

Outside the Box – Sleep under the stars and help homeless youth

For more information, contact your nearest Visy Boxes & More Sales Representative on:

1800 622 626 | visyboxesandmore.com.au

CONTENTS 03

23 SSAA BOARD MEMBERS Chairman - Ivor Morgan Jim’s Self Storage, Victoria Deputy Chairman - Jason Keane Sentinel Australasia, Victoria David Daddow Able Self Storage, South Australia Andrew Eastwood U-Store-it, South Australia Makala Ffrench Castelli National Storage, Queensland Shaun Bain Keepsafe Storage, Western Australia Ryan Coom National Mini Storage, New Zealand Rachel Grant Storage by the Fox, NSW

LIFETIME MEMBERS Mark Bateman

Bob Marsh

Frank Cooney

Jim Miller

Elaine Coote

Jon Perrins

Liz Davies

Phil Robbie

John Eastwood

Mark Snooks

Simone Hill

Richard Whalan

Neville Kennard

SSAA STAFF

20 COVER STORY

SSAA EVENTS

Stor-Mate – Regional Facility of the Year 2018

Top 10 things to do in Cairns and FNQ

14 INSURANCE Out of sight shouldn’t

29 PROFILE SSAA International Member

be out of mind

16 AWARD WINNERS iBidOnStorage 17 SECURITY Border Watch partners

with the SSAA

18 FEATURE Don’t sell moving supplies

at your facility – it will only make you more money!

Susan Phillips CEO

24 COMMUNITY Outside the Box –

Jeannette Jones Michelle Stokes Reception/Administration

Simone Hill Legal Advisor Andrea Bowman Paralegal Melinda Wyper Accounts Bryan Furtado Marketing & Events

Sleep under the stars and help homeless youth

Stor-Age South Africa

30 FINANCE What you need to know about Single Touch Payroll

Payday filing – New Zealand

32 CUSTOMER SERVICE Self storage best

practice script

34 HUMAN RESOURCES 2018 Recap

REGULARS 04 Chairman’s Report

26 SECURITY Helping protect borders

06 CEO’s Report

10 Out and About

from transnational organised crime

27 CUSTOMER SERVICE Why do Mystery Shopping

on your facility?

08 Industry News 36 SSAA Events 37 Members’ Legal Forum 40 Trade Directory 42 New Members

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

FEBRUARY / MARCH 2019 INSIDER 105

04 CHAIRMAN’S REPORT

Ivor Morgan, Chairman SSAA

elcome to the New Year. I hope you all had a happy and safe Christmas and New Year and have made a good start for a very successful 2019. Since my last report the SSAA have held an ‘Open Day’ and a networking dinner in Melbourne, both of which I attended. The ‘O-Day’ is designed to attract people who are either already in the industry (but may not have had the opportunity to previously attend an event) or potential owners and operators looking to get into the industry or becoming a member of SSAA. It was a very successful day,

These dinners provide an opportunity to network with other owners, operators and service members. It’s a chance to get up close with people you might not normally get to communicate with in person.

attracted 16 delegates and we’ve had great feedback. Some of the attendees became members on the spot and all delegates enjoyed the mini trade show and information sessions. The service members showcased their businesses and I would call on all service members to use their contact lists to further promote these days and encourage greater participation. Information will be circulated in relation to future events and three more ‘O-Days’ are planned for 2019 – Auckland in March, Adelaide in April and Wollongong in October. I would like to personally congratulate Susan and all the SSAA team for the success of these days. The Melbourne Networking dinner was held at Mr Hobson in Port Melbourne and attracted around 40 attendees. These dinners provide an opportunity to network with other owners, operators and service members. It’s a chance to get up close with people you might not normally get to communicate with in person. These events also give you a chance to get to know the team at the SSAA so you can put names to faces. I look forward to seeing as many members as possible attend these networking events in the future.

VALUATIONS | SELF STORAGE | PROPERTY CONSULTANCY

Malcolm Collins FAPI MPINZ

Collins & Associates undertakes valuations, catchment studies, operational and benchmarking reviews and property research using over 25 years worth of in-house data covering the self storage industry nationally. We work in all sectors of the market including regional and country centres. Our personal, direct and engaged advice to

www.malcolmcollins.com

clients produces bankable results for first mortgage security lending, public prospectus, asset value and purchase or sale negotiation purposes. Our well researched reports provide business background understanding and lending comfort to individuals and institutions utilising our experience.

M: +61 412 476 554 or T: +61 3 8456 5134 Suite 7, 2 Gilda Court Mulgrave Vic 3170 e: malcolm@malcolmcollins.com ABN 96 940 964 372

06 CEO’S REPORT

Susan Phillips, CEO SSAA

elcome to the first edition of Insider for 2019. Like most of you, I am also asking the question, where did 2018 disappear to? Reflection is a healthy habit as plans for the New Year and the next are set in place. While I am not big on New Year resolutions, starting the year by looking at your strategies for the next 12 months will get you off to a flying start. In this edition, we focus on being prepared. Security is high on the agenda for any business, especially when in selfstorage we promote safe and secure premises to our customers. The SSAA has forged a close alliance with Border Watch in Australia and New Zealand Customs to promote both services to members. I urge your business to engage with these services to help protect our industry from illegal activity. Now that the New Year has begun it is also time to look at your daily habits, and by that, I am referring to the MLF article on page 37 where we encourage

While I am not big on New Year resolutions, starting the year by looking at your strategies for the next 12 months will get you off to a flying start.

all facilities to carry out comprehensive regular security checks. It is the best way to know your site and who is accessing it. The New Year also brings other responsibilities including the introduction of the Payday Filing in New Zealand on 1/4/19. Australian members also need to comply with the mandatory reporting for Single Touch Payroll being introduced on 1/7/19. Refer to articles on pages 30-31 and if you are required to comply with the new rules now is the time to act. Opportunities exist at the beginning of the year to challenge yourself and your staff to think about customer interactions – revisit your daily scripts, do you smile when answering the telephone? Check out our Customer Service review on page 32. If you want to take things a bit further and really test yourself, why not arrange for some Mystery Shopping. Many of our members use this service. Some businesses undertake to have their staff mystery shopped every six months. If after reading the story on page 27, you would like further information, please contact the SSAA office. Here’s to a successful 2019.

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08 INDUSTRY NEWS

Another solid sale result A good sign for the Storage Industry! By Robert Stanley-Turner of Box Commercial Estate Agents.

torageone Rockhampton, in central Queensland, has been sold despite difficult financing conditions. The result was the culmination of a campaign which saw more than 50 interested buyers and four offers competing for this fantastic property. Storageone Rockhampton was an immaculate, near new, Steel Storage built, three-year-old facility with around 300 units trading at approximately 75% occupancy and achieving a rental rate of about $110 per sqm complete with a manager’s residence and room to expand. The occupancy hadn’t moved much over the last few years and had an income to match. In other words, the revenue was consistent but showed little growth. The rental rate achieved at $110 per sqm was modest compared with a national average of $250 per sqm. The concern was that these facts could potentially give buyers the impression that business strength and future growth prospects in Rockhampton were underwhelming and potentially inadequate to attract them to buy the property. However, on further consideration, the owner-operator who, in a highly competitive, mining downturnaffected, regional market, had managed to build this 300 unit facility from scratch in little over two years. The modest rental rate could easily

INSIDER 105 FEBRUARY / MARCH 2019

be explained because he did discount deals to fill the facility fast. However, this information alone was still not going to be an adequate reason for a buyer to want to buy the property. What was going to drive growth for this self-storage business into the future in Rockhampton? To achieve the best sales price and terms, as the agents, we needed to figure out the best story for this property. Questions such as, what is the highest and best use of the building? What are its strengths and weaknesses? What is going on in

To achieve the best sales price and terms, as the agents, we needed to figure out the best story for this property. the surrounding area? What kinds of businesses or investors are looking for a building like this one? What type of buyer would place the highest value on the building: Would the buyer be a business, an investor, or perhaps a syndicate? Perhaps the answer to that was in local market intelligence? Capricorn Enterprise, Rockhampton's Economic and New Business Bureau, said Rockhampton was about to explode with new

infrastructure projects. These were expected to bring with them into the area hundreds of workers and new businesses, many of which might potentially need storage.While most of us don’t like the prospect of new coal mines, Adani was about to commit to the world’s largest coal mine infrastructure project only a short drive from Rockhampton. Secondly, a new weir infrastructure project was about to be built at nearby Rockwood. The Defence Department had just entered into a multi-billion dollar joint venture with the Singapore government to develop a massive military training area at nearby Shoalwater bay (about 20 mins drive). Plus, if that’s not enough, an enormous wind and solar farm at Clark Creek was about to be built. All of this and the new Stockland Parkhurst master-planned community of 2,350 new residential lots less than five minutes away was about to be developed. This investigation was the growth story that helped sell the property. Research is the key! l

If you would like any further details about this sale, visit the website www.boxcom.com.au for more information.

www.selfstorage.org.au

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10 OUT AND ABOUT

New Zealand networking functions TUESDAY 13/11/18.

Lenore & De National Mini Storage with Shane Goodall, Sentinel Australasia

The historic Thistle Inn set in the heart of the Wellington CBD was the venue for the November member networking function sponsored by Universal Storage Containers. Guests travelled from far and wide, including Adrian Spraggs from My Storage in Nelson on the South Island and Phil Sutherland, Masterton Container Storage. Other guests had travelled from Auckland and Australia.

Mark Joynt & Mike Logue, National Mini Stoage with Carmel Angelino, Charters Towers Self Storage

Paul Treloar, EastBay Secure Storage & Richard Chilton, Alternative Storage

Susan Phillips, SSAA with Martin Coote, Lock Distributors

Ryan Coom, National Mini Storage with Rebekah Megson & Mark Wheeler, Out of Space

Nicola Chilton, Alternative Storage with Judy Treloar, EastBay Secure Storage

THURSDAY 15/11/18. New Zealand members turned out in force in Auckland at the Orphans Kitchen in Ponsonby to share a meal and enjoy the company of fellow SSAA members. Darryl King of Jackson Russell made a short presentation to guests, reminding them of their obligations under the Fair Trading Act and the Consumer Guarantees Act. He summarised and discussed with members some of the key points including misleading and deceptive conduct, sales and discounts, freebies, substantiation, fine print, consumer guarantees, standard form contracts, obligations under consumer laws by â€œcontracting outâ€? and the penalties that apply by not complying with the law. The evening finished off with some delicious dessert. Thanks to USC for sponsoring such a well attended event.

INSIDER 105 FEBRUARY / MARCH 2019

Mike Price, Store-It, Lower Hutt & Adrian Spraggs, My Storage Nelson

www.selfstorage.org.au

TO FAC

EC DI R

12 OUT AND ABOUT

melbourne networking function A NIGHT OF LAUGHTER, COMRADERY. AND CHRISTMAS CHEER. It was a great evening at the Melbourne Network function, End of Year Party held at Mr. Hobsons, a beautiful restaurant located in the historic Station Pier on the waterfront in Port Melbourne. Members shared their insights and experiences of the past year, while enjoying great food and wine. SSAA Chairman, Ivor Morgan addressed the attendees on the importance of these networking functions for the storage industry. He said â€œIt's the chance to get up close with people you might not normally get to communicate with in personâ€?. The joy that stemmed from long-time and new members working together was a true reflection of the collaborative power of the SSAA. A big thank you to all our principal partners and members who came and celebrated!

Hayley Maconachie & Gilda Mihran, Midland Insurance with Susan Phillips, CEO, SSAA

Vaughn Rose, Sweepers with Fred Sewell & Kerry Sewell, Gisborne Self Storage

Sally Chodan, StorAssist and Shane Goodall, Sentinel Australasia

INSIDER 105 FEBRUARY / MARCH 2019

Martin Richards, Storage King and David Head, Southwell Lifts & Hoists

Julia West, Fort Knox Self Storage, Graeme Armstead, Hunt & Hunt and Ada Bolzonello, Jims Self Storage

Susan Phillips, CEO, SSAA with Rob Smith, Elaine Coote & Martin Coote, Lock Distributors

Barry Mitchell, Sentinel Australasia and Ivor Morgan, Jims Self Storage

www.selfstorage.org.au

OUT AND ABOUT 13

perth networking function THURSDAY 1ST NOVEMBER. The SSAA and Visy Boxes & More co-hosted the Perth networking function at the Blake Street Merchant in North Perth in November. A big thank you to Bradley Webb, Sales & Operations Supervisor and Rob Jenkinson, Business Development Manager who assisted with the organisation and sponsorship of the event. The guests were all presented with a great box (of course) full of products and other treats. Shaun Bain, Keepsafe Storage and Hugh Smith, Forrestfield SS

Susan Phillips, SSAA and Mark Greig, Self Storage Management Solutions

Robyn Lidster, Koala SS with Rebecca Phillips, Cockburn Central

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14 INSURANCE

Out of sight shouldn’t be out of mind One in five customers with belongings kept in storage don’t know if they are insured.

recent Home Survey* found that while five per cent of the 1,100 interviewees pay to keep items in a storage facility, 20 per cent of them don’t know if they have insurance, and another 14 per cent admitted they aren’t insured at all. Of those paying for storage, almost half (47 per cent) are covered by their contents insurance, and the remaining 19 per cent by the storage facility’s own insurance. “[People] use storage facilities for a number of reasons, like keeping items safe between houses moves, if they’ve inherited furniture, or simply because they have too much ‘stuff’,” says Amelia Macandrew, Customer Relations Manager, AA Insurance. “However, it’s easy to forget that once your belongings are no longer in your home, they aren’t always covered under your contents insurance.”

It is strongly recommended that customers insure their valuables with specialised insurance for self-storage.

SIZE OF STORAGE UNIT?

27%

34%

19%

11%

SMALL 1.5X1.5M

MEDIUM 3X3M

LARGE 6X6M

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DON'T KNOW

WHAT DO PEOPLE KEEP IN STORAGE? FURNITURE 67% HOUSEHOLD ITEMS 67% SPORTS EQUIPMENT 34% TOOLS AND EQUIPMENT 30%

While many facilities have full security and 24-hour surveillance, if a facility happens to become a victim of theft, the customers will not be covered for loss unless their personal insurance policy will cover contents in storage or they have taken out customer goods insurance. In addition, if a facility happens to suffer storm/water damage, the customer’s good will also not be covered unless they have the appropriate insurance in place. It is strongly recommended that customers insure their valuables with specialised insurance for self-storage that may cover these unwelcome events. Considering many customers have items in storage that may have substantial value, insurance can protect their property and provide peace of mind for both the customer and the facility. Best of all, insurance only needs to be purchased for as long as it is needed. The survey shows that furniture and household items are the most common items kept in storage, followed by sports gear, and tools and equipment. For many people, out of sight is indeed out of mind: two per cent of respondents aren’t sure what they have stored away, and 11 per cent don’t know the size of the unit they are paying for. l * 2018 AA Insurance Home Survey: https://www.aainsurance. co.nz/newsroom/press-releases/storage-units.html

INSIDER 105 FEBRUARY / MARCH 2019

BABY/KIDS GEAR 9% VEHICLES 6% DON'T KNOW 2% OTHER 13% (other documents, fabric, art, coin, collection, movie props)

HOW LONG HAS IT BEEN IN STORAGE? 5-10 YEARS 15%

MORE THAN 10 YEARS

3-5 YEARS 14%

40%

2-3 YEARS 9%

LESS THAN 1 YEAR

1-2 YEARS 22%

Contact Midland Insurance for a no-obligation, free assessment of your insurance requirements and a competitive self-storage insurance quote. Phone: 1300 306 571 Email: storage@midlandinsurance.com.au www.midlandinsurance.com.au/self-storage

www.selfstorage.org.au

THINKING OUTSIDE THE

SSAA CONVENTION 2019

27-29TH AUGUST, CAIRNS

To book please call the SSAA on +61 3 9466 9699 Â© Maksym Yemelyano or visit the web site www.selfstorage.org.au

16 AWARD WINNERS

Sold! Sold! Win! iBidOnStorage – the 2018 Innovation/Business Initiative/Sustainability Award Winners

BidOnStorage founders Grant McNamee and Brennan McLoughlin both started their self-storage journey at Millers Self Storage. In 2014, Grant was reading a US-based industry magazine and took particular interest in an article highlighting the success of online auction platforms in North America for the storage industry. In Australia, at the time there wasn't an ‘industry standard' when it came to auctioning off the contents of unpaid storage units. Storage operators were doing their own thing. Some would auction the contents through the local auction house; some would ask local second-hand dealers to nominate a purchase price to take it off their hands. Others were using the likes of eBay and GraysOnline. Grant and Brennan saw an opportunity to develop and market an online auction platform, not only specialising in storage unit auctions but also reducing the risks and costs associated with auctions by helping the industry create its own standard practice. Coming to market wasn’t as easy as flicking a switch though, as they didn't have a website. That's where a formal partnership with the Toronto (Canada) based iBid4Storage allowed them to hit the ground running in September 2016. With iBid4Storage providing a successful, tried and tested online auction platform, iBidOnStorage was able to concentrate on promoting the business and helping industry members improve efficiencies when it came to dealing with the sale of abandoned storage units. The development of the website allowed sellers and buyers to come together in one marketplace to simplify what was traditionally a complicated process.

INSIDER 105 FEBRUARY / MARCH 2019

As a specialist auction site, iBidOnStorage.com.au bidders are only on the site looking for one thing, abandoned self-storage units. As a specialist auction site, iBidOnStorage.com.au bidders are looking for one thing, abandoned self-storage units. With all the bidders in one place, it drives the price for the sale. This protects storage operators (and the industry) as the goods are sold in the most appropriate marketplace while recovering as much of the loss as possible and, at the same time, reducing the cost associated in doing so. iBidOnStorage has operated in Australia for two years and has hosted approximately 5,500 auctions. Australian operators have supported the site with nearly 700 seller locations registered. Buyer registrations are a great indicator with around 10,000 registered buyers and it’s growing by 10-15 a day. Website visits will soon pass 50,000 per month, with page views topping 400,000 per month. The average user spends more than seven minutes onsite.

The benefits for storage owners is that the cost of implementation is nil and it only takes five minutes to set up an account with iBidOnStorage. The seller only pays a percentage of the sale price once the goods are sold. Plus: l Fewer labour costs = reduced expense. l More bidders equates to higher sales and more debt recovered. l The public determines the value of the assets. l As the auction is online, sellers don't need to transport the goods to an auction house, saving time, labour and money. It is a condition of the sale that the winning bidder is responsible for removing all the goods from the space. Again this reduces expenses as there is no need for the staff to dump rubbish at the tip. Unlike other general auction platforms, sellers load their auctions themselves onto the site. They determine the start/ end date of the sale and nominate a starting price. This gives greater control over the sale and removes the frustration in chasing people to find out when their auction is starting. The team at iBidOnStorage said that they could not have achieved what they had without the support of the SSAA and the backing of its members. Especially Simone Hill, the SSAA’s Legal Adviser with her invaluable insight, assistance and feedback in the early days. Some good news for the SSAA’s New Zealand members – iBidOnStorage has been working closely with Jackson Russell Lawyers and plans to launch in New Zealand early in the New Year. l

www.selfstorage.org.au

SECURITY 17

Protect your facility by becoming a member of Border Watch

he SSAA and Border Watch have joined forces to protect Australia’s borders. This alliance has come about due to demand from SSAA Members and the synergy between both organisations who are dedicated in building strong partnerships underpinned by trust and confidence. The SSAA is a key partner of the Border Watch program due to the involvement in the movement of goods across the Australian border. Other industry members include customs brokers, freight forwarders, shipping companies, warehouses and depots, airlines and transport companies. The SSAA strongly encourages all members to become a member of Border Watch to help protect Australia’s borders and safety. Depending on your location, Border Watch coordinators can attend your facility and discuss potential problem indicators in the self-storage environment.

BORDER WATCH HAVE COMPILED THIS CHECK LIST FOR FACILITY OWNERS Common indicators of suspicious behaviour, activities or goods – self-storage facilities Here are some indicators of suspicious behaviour, activities or goods to look out for and report to Border Watch: ✪ Is the person displaying apprehensive, nervous or evasive behaviour? ✪ Are there strange odours emanating from the storage shed? ✪ Is the person making unusual enquiries about access provisions or security outside normal business hours? ✪ Is the person discarding items/ objects that could be used for concealments? e.g. Backpacks, chemical containers or newly purchased items. ✪ Is the person having difficulty providing appropriate identification? ✪ Does the person prefer to settle their accounts early or insist on paying in cash? ✪ Is the person enquiring about, or overly concerned about Police, Law Enforcement or Australian Border Force activities?

✪ Is the person using an overseas passport as proof of identification? ✪ Is the person attempting to conceal their identity by declining to leave a name or telephone number, or providing a transient location as an address? ✪ Is the person using an obviously fictitious or generic name? ✪ Does the person appear to have little interest in what your fees are? ✪ Is the person using suspicious addresses or mailboxes as their contact point? ✪ In conjunction with other indicators (not in isolation), are you contacting the person through a generic email address such as Hotmail, Yahoo etc? ✪ In conjunction with other indicators (not in isolation), is the person only contactable through a mobile phone number? A combination of one or more of these indicators may be of interest to Border Watch

Border Watch presented a session at the 2018 Convention and officially welcomed the SSAA as partners by presenting a certificate to CEO, Susan Phillips.

They will also provide promotional and educational resources, deliver presentations to staff members, and discuss emerging trends in your environment. They will become your partners in the fight against illegal activities. Each member receives a Border Watch certificate. To become a member use the below link or head to the SSAA website for a direct link and a Border Watch Coordinator in the appropriate region will be in contact with you. Just click on Industry Program where you can commence to enter details to become a member. l

* Please note Border Watch is only for Australian industry members. The SSAA is currently in discussions with NZ Customs for a similar arrangement. More information for members will follow shortly.

BORDER WATCH 1800 06 1800 Help protect Australia’s border

www.abf.gov.au/borderwatch

www.selfstorage.org.au

FEBRUARY / MARCH 2019 INSIDER 105

18 FEATURE

DON’T SELL MOVING SUPPLIES AT YOUR FACILITY It will only make you more money!

s a Storage Facility owner, you are in the business of helping customers store their precious items, whether it’s a short-term stay during a move or longer term to address an overflow situation. Either way, that’s why you’re in the storage facility business. So why would you want to bother with selling boxes, tape, bubble wrap plus all the other products needed for storing and moving? Why go to the trouble of setting up a ‘retail store’ with an investment in commodities, shelving, price tickets and merchandise displays? What about all the extra effort of understanding how each product works – between this box and that box, packing paper and plastic covers, bubble wrap and stretch wrap. All you need to be doing is concentrating on renting storage units. So who needs the hassle of selling moving supplies? You do. Why? Besides generating income from your core storage unit rentals, selling and moving supplies is your most significant opportunity to make incremental revenue for your storage business. It provides for those customers who store with you the convenience of getting all their packing goods and material in the one place – the convenience of a ‘one-stop storage shop’.

INSIDER 105 FEBRUARY / MARCH 2019

TRUE OR FALSE: It is difficult to set up a retail shop FALSE. It is not difficult to set up a retail shop within an existing storage business. It does take some effort and business know-how (which you’ve already got, or you wouldn’t be in business) but it’s all there to be had. History shows that a retail shop set up will consume between 50m2 and 150m2 so you’ll need to judge how much space you can allocate for the shop. Next, plan out what products you want or need to sell. That’s where supplier partners such as Visy Boxes & More can assist you. Depending on your retail ‘footprint’, they can provide advice on the product range and quantities you’ll require and ideas regarding maximising layout space for the goods. The next step is to purchase imperatives such as shelving – there are many businesses selling all sorts of shelving, from new to used. Also required will be the point of sale items, like price tickets and merchandise displays to assist customers in their purchasing decisions. Remember, your customers are just like any other customer walking into a retail store, whether it’s a supermarket, hardware or clothing store – that is, everyone wants to feel welcome and enjoy a positive

www.selfstorage.org.au

FEATURE 19

shopping experience. Shopping for moving supplies shouldn’t be any different. When setting up your retail shop, think like you’re the customer. What do I need to see? How should it be displayed? How can I convey the range in the most favourable light? Once you look at it objectively, you won’t go wrong.

TRUE OR FALSE: Once your retail shop is ready to go, it will sell itself FALSE. There appears to be a common thread among customers who are either moving home or require packaging for storage, which is: “What do I need to pack the house and how many boxes and other stuff do I need?” This is where the skill, knowledge and confidence in you and your staff's selling abilities come into play. SSAA Member Visy Boxes & More is in the business of selling your goods and in the business of helping storage businesses with product knowledge, selling material and merchandising ideas and solutions. Things won’t happen by themselves, you need to make them happen. So, depending on how your customers react, here are some suggestions:

Remember, your customers are just like any other customer walking into a retail store, everyone wants to feel welcome and enjoy a positive shopping experience. Be proactive – if the customer doesn’t initiate the discussion, ask them about their storage/moving objectives “what are you storing/moving?” once that’s understood, suggest that “we can help you with your packing materials” and begin to demonstrate the range of products they’ll need to get the job done. Be reactive – if clients say “I’m moving home and need some boxes, but am not sure what I need and how much I need.” This is your opportunity to help that customer and guide them through the packing material ‘maze’ making it simple for them – because you’re the expert, you understand the products, and you’re there to help.

TRUE OR FALSE: All packaging suppliers can sell you products for your retail shop TRUE. TRUE OR FALSE: All retail packaging suppliers are the same FALSE. Any packaging supplier can sell you a range of products for your retail shop. However, with more than 25 warehouses across all metropolitan capital cities plus major regional centres in Australia and New Zealand, Visy Boxes & More provides storage facilities with a wide range of quality products such as: l A vast variety of boxes, tapes, bubble, furniture plastics and packaging paper l Support products – tape dispensers, marking pens, furniture blankets, retractable knives, hand/fridge trolleys and truck/ute ties l Provide facilities with information about how to sell via in-store displays, posters and brochures l Ability to develop digital solutions such as ordering portals. l

Contact Visy Boxes & More on 1800 622 626.

www.selfstorage.org.au

FEBRUARY / MARCH 2019 INSIDER 105

20 COVER STORY

AT THE TOP OF THEIR GAME The team at Stor-Mate are still basking in the excitement of winning Regional Facility of the Year 2018. It was an unexpected honour, especially for a young (however enthusiastic) business.

tor-Mate is a locally owned and independently operated self-storage company in regional Tamworth NSW. The business is owned by Tamworth locals, Bruce and Sue Chapman and overseen by their daughter and Manager, Tauri Chapman. Day to day operations are handled by their Facility Manager, Craig Oliver. Bruce and Sue’s backgrounds are predominately in Earthmoving and Civil construction. Owning and operating a large earthmoving and civil company, a ready-mix concrete plant and several other local ventures. Self-storage was a big leap for the pair, and with limited spare time to project manage themselves, they entrusted daughter Tauri with the reigns. Tauri having no knowledge of the self-storage industry, embarked on an intense six months of research, investigating industry trends, market leaders and technology. Tauri’s first and most important step was to join the Self Storage Association of Australasia and attend the Summit at Hayman Island in 2013. “Attending the Summit was the best decision we made. It was an opportunity to acquire information about the industry first hand, meet suppliers and network with other business owners,” Tauri says. “We were blown away with how generous everyone was, sharing their knowledge and experiences. Self-storage is an incredible industry with a lot of transparency, everyone is always happy to share and look after a newcomer.” An additional 12 months was needed to obtain the required council approvals, complete the first stage of construction and open for business in August 2014. Fortunately, business owner Bruce had worked alongside Storco Storage Systems doing the earthworks at another self-storage facility in Tamworth many years earlier, so the decision to select a building contractor was an easy one. With a 12,200m2 block of land to build on, Storco constructed 96 external drive up spaces in Stage 1. Constructed out of colorbond wall cladding, concrete mullions and colorbond roller doors. The

INSIDER 105 FEBRUARY / MARCH 2019

light and dark grey colour scheme has a timeless appeal and blends well with the surrounding heavy industrial businesses. The facility design and layout has been tailored around accommodating large trailers, trucks and other vehicles with ease. Expansive driveways and turning areas are incomparable to anything else in the region and make Stor-Mate the number one preference for removalists. PTI Security provided and installed the alarm system – all units are individually alarmed with back to base monitoring. PTI has been an excellent source of inspiration for pushing the security system to its limits to make it perform at its absolute best. Security at Stor-Mate is top notch with SMS alerting on all alarms, gate monitoring, CCTV recording facility-wide, combination barbed wire and powder coated steel fencing. The facility manager has instant remote access to cameras, alarms and all storer information from his mobile phone. Craig, who was a top four finalist for Manager of the Year 2017, believes storage is becoming very sophisticated in its technical requirements.

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COVER STORY 21

at the beginning of 2017 (giving a total of 2594m2 lettable space). “After a few years of operating, we had a better understanding of the Tamworth market and demand. Due to council restrictions, we weren’t able to change the design footprint or increase the roof height without submitting a modification to our original development consent, so we decided to work with what we had and designed wider spaces, with wider roller doors to diversify our storage options,” she says. Two years on from the completion of Stage 2, the facility is currently operating at approximately 70%. With plans to go back to council this year and lodge a modification to the original Development consent which will allow changes to the design footprint and unit sizes. A new development application is also planned which will see Stor-Mate further diversify and offer car, boat and caravan storage. Both Tauri and Craig lend their skills and time to the Chapmans' other businesses. Tauri works with the financial administration and Craig handles the IT ABOVE: Craig Oliver, Facility manager and Tauri Chapman, Manager .

“We are lucky to have a set of progressive suppliers and tech developers that can assist us in our current and future requirements. We use technology to make our operations more efficient and the customer experience just that little bit better,” he says. Location, location, location. In self-storage, location is king. Being located on an arterial road has always been a key requirement when selecting land to build on or convert into a storage facility. Stor-Mate, on the other hand, is tucked away in a quieter industrial area outside of the town limits of Tamworth. The purchase of this piece of land was a bi-product of one of Bruce’s other business ventures. The Chapmans always knew that their location was always going to create challenges but underestimated how much longer it would take to build their brands awareness and reach optimum occupancy. Tamworth is a growing regional town, with its range expanding further out with every year. Fortunately, there are plans for West Tamworth to be a hive of activity in the future – which will naturally bring more business to their door. Substantial investment was placed into all forms of marketing in the first years. “When it comes to advertising, we have tried nearly everything; radio, traditional print media (flyers, newspaper articles, classifieds ads and letterbox drops), sponsorship, sign written vehicles, digital and various online platforms. Much of it had little to no impact on sales at the time. However, it has no doubt all contributed to our current brand awareness,” explains Tauri. Construction of Stage 2 commenced at the end of 2016, and an additional 62 spaces were available

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We were blown away with how generous everyone was, sharing their knowledge and experiences. Self-storage is an incredible industry with a lot of transparency, everyone is always happy to share and look after a newcomer. services. This helps keep their skills relevant in each industry and exposes them to other business sectors – bringing additional skills to the storage business. Day to day, Craig is responsible for all sales, customer relations, debt collecting, security monitoring, on-call, payments, move in/outs, cleaning, maintenance and IT servicing, while Tauri is responsible for all financial matters including budgets, planning, construction & project management, bookkeeping and overall direction/ decision making. So, what separates this facility from most other regional facilities across Australia and NZ? The team at Stor-Mate like to think it is all the little things attention to detail and responsiveness to customer needs, immaculately kept facilities and efficient management and highly involved & motivated staff. With 2020 just around the corner and plenty more ideas and stages to be completed – the future of Stor-Mate in this magical rural setting of Tamworth is looking bright. l

FEBRUARY / MARCH 2019 INSIDER 105

THE MULIT-LEVEL SPECIALISTS Take you Business to the next Level

C O N TAC T:

info@regisbuilt.com.au

1300 388 224 regisbuilt.com.au

EVENTS 23 1

TOP 10 THINGS TO DO IN

CAIRNS AND FNQ This year the SSAA Convention 2019 will be held in Cairns 27 - 29 August.

What better way to warm your winter bones than to attend the Convention and add a few extra days to see some of the sites, like:

Skyrail over Barron Falls.

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1. The Great Barrier Reef on a diving or snorkelling tour –––––– 2. Travel on the Kuranda Scenic Railway –––––– 3. Visit the Kuranda Market –––––– 4. View the Daintree Rainforest –––––– 5. Head to Cape Tribulation –––––– 6. Visit the Habitat Wild Life Sanctuary –––––– 7. Attend an Aboriginal Cultural Night –––––– 8. For the adventurous – hang on tight on a zip line over the Daintree Forest –––––– 9. Enjoy some sea kayaking around Fitzroy Island –––––– 10. Visit the Atherton Tablelands and Waterfalls

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24 COMMUNITY

OUTSIDE THE BOX SLEEP UNDER THE STARS AND HELP HOMELESS YOUTH

id you know that 38% of all Australians experiencing homelessness are under the age of 25? The leading cause of youth homelessness is family separation and breakdown. Sadly, young people often end up on the streets to escape situations of domestic and family violence, abuse and neglect. Many are suffering from emotional trauma and

mental illness, making it difficult for them to succeed in life without adequate support. Founded in 1989, Stepping Stone House provides a safe and secure home, education and care, for vulnerable young people aged 12â€“24. Unlike short-term shelters, they are a dedicated family, supporting young people from adolescence through to adulthood and beyond. Since its inception, Stepping Stone House has helped more than 400 young people become self-sufficient and educated young adults. Through educational development, adventure programs, community volunteering, mentoring, and counselling, they have gained the self-care and life skills needed to become independent and succeed in life. Over the years Stepping Stone House has created a practical and proven set of developmental stepping stones to independence: Residential Care aged between 12-18, Semi-independent aged between 16-20, Independent aged between 18-24, Foyer Studio aged between 18-24, After Care aged up to 30 years and Alumni 30+ years. One initiative of Stepping Stone House is their annual flagship fundraising event, Sleep Under the Stars, now in its fourth year. Taking place beneath the iconic Sydney Harbour Bridge this event brings together people of all ages to share a basic meal, build cardboard

Did you know that

38% of all Australians

experiencing homelessness are

under the age of 25?

INSIDER 105 FEBRUARY / MARCH 2019

www.selfstorage.org.au

COMMUNITY 25

Stepping Stone House has helped more than

shelters from Kennards Self Storage Boxes, and experience the challenge of sleeping out for the night, under the stars! During the event, teams can dream up any type of shelter they like, with each team member or individual given six Kennards Self Storage Boxes and tape. Some go for the simple one-man tent-like structure while others build icons similar to the Opera House! Later in the evening everyone comes together to find out who has built the best shelter and hear from some of the great young people that are being, or have been, helped by Stepping Stone House and just how instrumental it has been in making them the person that they are today. Their stories are inspirational, and their spirit and zest for life is contagious. The 2018 Sleep Under the Stars event saw more than 650 people register with 448 attending. The goal to reach $400,000 was surpassed with a total of $455,000 raised. With the ongoing support from individuals and companies over the past four years, the fundraiser has come a long way since the first event back in 2015 which raised $75,000. Next year Stepping Stone House would like to see their Sleep Under the Stars event raise $800,000.

400

young people become self-sufficient and educated young adults.

Kennards Self Storage are proud Gold Sponsors of this event, donating funds and supplying Kennards Boxes for everyone to build their shelters. Itâ€™s always a fun event to attend, so they also make sure that they have a team to sleep out on the night. Itâ€™s amazing what you can build out of a Kennards Self Storage Box! The sleep out team this year (FREEDOM Fighters) raised more than $17,400. To learn more about Stepping Stone House and how you can help, visit www.steppingstonehouse.com.au

A massive total of

$455,000

was achieved in 2018's Sleep Under the Stars event. www.selfstorage.org.au

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26 SECURITY

Helping protect borders from transnational organised crime

ew Zealand Customs Service works with community and commercial sector groups to thwart criminal activity crossing New Zealand’s borders, including the trafficking of illegal goods such as drugs and tobacco. As part of their efforts, they operate outreach programmes with a variety of industry partners including brokers, freight carriers and hotels and hostels. The aim is to raise awareness about criminal groups’ practices and to encourage reporting of suspicious activity to appropriate law enforcement authorities. New Zealand Customs is keen to work collaboratively with members of the Self-Storage Association of Australasia to extend its outreach programme offshore, and met with the CEO Susan Phillips. Manager Operational Intelligence and Targeting, Simon Williamson, says this relationship dovetails neatly into New Zealand Customs’ prevention strategy, which aims to disrupting the illegal supply chain closer to the source, that is overseas, to prevent it from crossing borders and harming communities. “Previously, storage facilities have been identified as being used by transnational crime trafficking groups. They are known to use storage facilities to hold illegal goods in an effort to distance themselves from the actual importation, and access them once they consider law enforcement is not watching,” he says.

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This trend is known internationally, with Australian and New Zealand law enforcement agencies seeing these facilities used regularly in their investigations. New Zealand Customs believes that self-storage operators are well placed to detect suspicious activity and know when something just does not gel. “We would like to encourage commercial sector groups to report unusual and suspicions behaviour in New Zealand’s imported and exported goods supply chains”. That unusual activity could be any of the following: l Significant cash paid for hiring a shed for a long time with no questions asked. l An over emphasis on security by the prospective hirer. l Specific request for unrestricted access at night. l Unpacking and packing of goods obscured from public view. l Unfamiliar with storage or business processes in storing commercial goods. l May not be a resident or maybe reluctant to provide confirmed identification. For example provides a scanned copy of a passport or licence at a later time. l Nervous disposition and an inconsistent explanation of use of a shed by hirers. For example, devanning commercial goods from a shipping container into a privately leased storage shed.

l Discarding large amounts of unusual packaging or broken down goods. For example, where items have been deconstructed and balance of goods left. l Unusual loading or unloading activity patterns. l Absence of strong chemical odours from the storage shed. Note, these groups could store undeclared and dangerous chemicals for the manufacture of drugs. Mr Williamson says one indicator alone does not indicate illegal activity, but a combination of these may well be. “Firstly, report the suspicious activity. Where a facility operator raises a concern with New Zealand Customs, assessments are carried out to check if the type of activity suggests if further action is necessary. Further questions may be asked as part of the assessment and this information is treated with strictest confidence. “We may also from time to time approach members directly to identify suspicious activity they are investigating and seek details on holders of units. No searches of facilities will be carried by law enforcement without a search warrant,” he adds. l

Members are encouraged come forward with any suspicions and can contact New Zealand Customs on its 24 hours hot line 0800 4 CUSTOMS (0800 4 287 8667).

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CUSTOMER SERVICE 27

Why do Mystery Shopping on your facility?

SAA Membership provides many benefits for Storage Facility owners with special rates for various services, which includes Mystery Shopping. Did you know that all shortlisted entries in the SSAA annual Awards program are visited by a Mystery shopper from Quality Results as part of the judging process? So why do Mystery Shopping on your facility? The purpose of mystery shopping is to simply assess whether an engaging customer experience is provided combined with using a proven and proactive sales approach in order to capitalise on each and every opportunity that presents itself to your business either via the telephone, face to face and or online. Quality Results sends their shoppers to your facilities and or call to be able to complete the assessments. They do this to help you improve your bottom line, not to pick out all of the â€˜bad stuffâ€™. They want to be able to provide you with the tools that they know work to make the experience positive in all aspects; for not only your external customers but your internal ones as well. Because a positive experience will always have a positive impact on likely outcomes. Customer service is simple. It's not rocket science, but rather it's common sense. We need to adopt the mindset of the customer. Whether we are the customer at that time or the one providing the service, we all know what we want or expect. Don't we? We expect to be treated with respect and to be provided with relevant information so that we can make informed decisions. To be able to determine whether or not each staff member is doing this, i.e. maximising all opportunities, Quality Results have their experienced and passionate team morph into a potential customer of your business. To do this is simple and they are just another customer looking for a solution for their storage needs. When they attend or call your business, they want to know whether you can provide them with the solutions, they need i.e. that you can look after the safety of their goods, and that you care and are interested in their situation so that they can confidently make the decision to leave their precious commodities with you.

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FEBRUARY / MARCH 2019 INSIDER 105

28 CUSTOMER SERVICE

Tracie Davison Founder of Quality Results says, “I always say and I personally operate, by placing myself in the other person’s shoes regardless of the situation at hand. ‘What would I do in this situation?’ ‘What do I want out of this situation; what is my end goal?’ And then with the greatest respect and integrity provide the information to improve performance on all levels.” Over the telephone, the mystery shoppers are listening to a person’s tone of voice, whether they appear to be interested or not in them and their situation. Are they asking relevant questions in order to provide information tailored to the individuals’ situation? Tracie said that she often hears when giving feedback that: l “but some of that is subjective.” l “My tone of voice is always that way;” or l “I was interested, how could you say that I wasn’t?” And yes you are correct, it is subjective. However, it is the customer on the other end of the phone that will ultimately make that final decision as to whether they do business with you or not, so taking on board positive criticism will only benefit the end result whether it be a subjective skill set or not.

When an engaging customer experience and a proactive sales approach is adopted, it will always have a positive impact on likely outcomes.

When Quality Results attend a facility, they are doing the same as they do over the phone, listening and they are also looking. Looking at the presentation of the facility, the security and the overall feeling of the experience. Again this is so they can determine whether they are happy and comfortable to leave precious goods there. Customer’s do not always make decisions based on price alone. Yes, this will come into the decision making process, but before a person even considers the cost, they will first make an emotional decision. “Did that person actually care about what I need/want?” “Can they offer me the services and facilities I need?” “Will they look after my gear well?” “Will it be safe and secure?” “Do they actually want my business?” And then if all of the above is satisfied, they will consider the price.

Having said that, there are of course many variables, we are all human, and many different factors will come into play. The process is not black and white, there are many grey areas, and so every individual situation/interaction is assessed based on its own merits. Quality Results look at an individual’s: l Care factor – attitude & engaging customers in rapport. l What I need – asking relevant questions. l Telling me what they can offer me – providing information about the facility and what can be offered. l Do they want my business – simply asking for the business. When an engaging customer experience and a proactive sales approach is adopted, it will always have a positive impact on likely outcomes. In a nutshell, to assess these skills they just look and listen to how an interaction unfolds and report on it accordingly. In reality, they are no different to your ‘real’ customer, they are always lovely and engaging and co-operative because they want to see your best you! A positive experience is never going to be had otherwise, and they want to motivate not demotivate you. l For more information contact the team at the SSAA office: AU: 1800 067 313 NZ: 0800 444 356 or email admin@selfstorage.com.au

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

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

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INTERNATIONAL PROFILE 29

INSIDER Q&A WITH SSAA MEMBER STOR-AGE IN SOUTH AFRICA INSIDER: Tell us about Stor-Age South Africa STOR-AGE: Stor-Age (SA) is a fully integrated and internally managed real estate investment trust and is the leading and largest self-storage property fund and brand in South Africa. We are a highly specialised property fund focused on the fast growing selfstorage sector. As a niche sub-sector of the broader commercial property market, Stor-Age develops, acquires and manages high profile self-storage properties. Successfully listing on the stock exchange (JSE) in November 2015, StorAge services more than 30,600 tenants across its portfolio of 73 properties (63 trading and 10 new properties). The South African portfolio comprises 49 self-storage properties totalling c. 357,000 m² of GLA. Stor-Age’s objective is to deliver an attractive income stream from a portfolio of high quality self-storage properties with potential for income and capital growth through increasing rentals and occupancy levels, expanding existing properties and acquiring additional self-storage properties. We provide space on a short term flexible lease basis. All of our conveniently located properties are light, bright, safe and secure. IN – What is your growth strategy? SA – We conduct our strategic growth planning in five-year cycles. We are in the third year of the cycle ending 2020. The strategy seeks to maintain Stor-Age’s position as the leading and largest self-storage property fund and brand in South Africa. Our goals are: l Largest store footprint. l Quality stores – high-profile locations, urban, urban-edge and suburban. l Visible, convenient and accessible.

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l The benchmark for modern urban self-storage development. To inform and optimise our strategy, we undertook four major research projects in 2015 focused on supply levels, anticipated demand, customer profiling and consumer demographics – the latter was to specifically understand the emergence of the black middle class and its positive impact on the consumer profile. Based on our research, we believe there is sufficient demand to develop a 60+ property portfolio across South Africa’s major cities as part of our current five-year plan. IN – What are the various types of storage options for your clients? SA – Stor-Age pioneered the development of high profile Big Box selfstorage properties in prime locations in South Africa. Perfect for household, business and student self-storage, our clean and purpose-built facilities offer units of all shapes and sizes. Our unit sizes are as small as 1m2 and can go as large as 120m2 (which is the case at one of our facilities). The most popular size is 12m2. IN – Is the need for storage facilities increasing in South Africa? SA – There is definitely a growing need for self-storage in South Africa. We live in the age of capitalism and consumerism. We have consumptionled economies and people are acquiring goods at a faster rate than ever seen before. People become attached to their possessions. At the same time, people’s living and working spaces are becoming

Stor-Age’s success drivers ✪ All Stor-Age facilities are located in South Africa’s main metropolitan centres – Johannesburg, Tshwane, Cape Town and Durban ✪ Prominent locations on main roads or arterials, with high visibility to passing traffic ✪ Committed and passionate employees ✪ Average length of stay in South Africa – 24 months ✪ Growing demand and awareness among customers ✪ 54% (2017: 53%) of customers store for more than one year

denser and more efficient. The global population is more transient, in line with trends in first world countries Married to this are life changing events – positive or negative. On the positive side are renovations or alternations, having a baby; on the negative, it could be bereavement or separation. What it all drives is the need for people to put their valued possessions somewhere safe and secure. Self-storage remains a needsdriven product and an asset class with highly defensive characteristics. This is evidenced by the level of enquiries Stor-Age continue to receive, reflecting demand for the product and the quality and resilience of the brand and property portfolio. l

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30 FINANCE

Single Touch Payroll

Gov account. You will no longer need to supply your employees with payment summaries for the payments you report through STP. However your payroll software MUST be STP compliant.

WHAT YOU NEED TO DO

Doing nothing is not an option Single Touch Payroll (STP) is a mandatory reporting change for employers.

rom the 1st July 2018, the ATO required all businesses with 20 or more employees to start reporting using Single Touch Payroll. STP will become mandatory for all businesses, including those with 19 or less employees, from 1st July 2019. As of 5th November 2018, the ATO released information regarding STP and small businesses. The ATO says, that for now some businesses with 19 or less employees can choose to report through STP and there will be different options available by 1 July 2019 to help these smaller employers. These will include low cost and simple STP reporting solutions. Micro employers (1–4 employees) will also have a number of options that are not available to employers with 20 or more employees – such as initially allowing your registered tax or BAS agent to report quarterly, rather than each time you run your payroll. Exemptions to STP reporting will also be available if you have no internet or an unreliable connection. Regardless of how small you are, STP reporting will affect your business and doing nothing is NOT an option.

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You will no longer need to supply your employees with payment summaries for the payments you report through STP. WHAT IS STP? STP will streamline your employees' payroll reporting processes and obligations. Each time you pay your employees, you will be reporting to the ATO. The information you send to the ATO will include: l Your employees salary and wages. l Allowances. l Deductions and other payments. l Pay As You Go (PAYG) withholdings. l Superannuation information.

1. Check your software l Most importantly, check with your payroll software provider if they will be STP compliant by 1st July. l If not, do they have a deferral number that they can provide you with? l If they do not have a deferral for the software you should consider changing providers (always discuss this with your accountant before making any major changes). 2. Review your business processes. l Make sure your payroll staff know about STP. l Check you are paying your employees correctly. l Check you are calculating employee Super entitlements correctly. l Check if you are addressing overpayments correctly. l Is your employee information correct? 3. You may need to choose a new payroll solution if: l You currently report to the ATO on paper. l Your existing payroll solution will not offer STP. l You want a product that better suits your business needs. The ATO has stated if you are not using an electronic payroll system, that they will not force you to purchase one, and other options for lodging this information will be available closer to the time of commencement. l

WHAT WILL CHANGE WITH STP All that will change with STP reporting is that each time you pay your employees, you will report the tax and super information to the ATO. Your pay cycle does not change. Employees will now be able to view their payment info through their My

Contact SSAA Member, Bishop Collins Chartered Accountants – (02) 4353 2333 urgently if you need assistance in transitioning to STP reporting and compliance.

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FINANCE 31

Payday filing – New Zealand

ayday filing is a new requirement to effectively report payroll information to the Inland Revenue on a real-time basis instead of once a month. Payday filing is mandatory for all employers from 1 April 2019. The intention of the new rules is that the provision of information will simply become part of an employer’s general payday process instead of an additional task undertaken separately and at a different date from processing the payroll. It is important to note that there will not be any changes to the PAYE payment due date (i.e. whether you currently pay on the 20th of the following month or the 5th and the 20th if your annual PAYE obligations are > $500K). Information to be provided includes: l Pay details of employees • Full name, IRD number and tax code • Gross earnings • Earnings not liable for ACC • Payroll deductions (including PAYE, child support, student loan, kiwisaver and ESCT) l Employee details • start and end dates (if they started or finished working for you during this month) • contact details • date of birth l Additional payday information • pay period start and end dates • pay cycle (i.e. weekly, monthly, ad hoc) • payday date

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The intention of the new rules is that the provision of information will simply become part of an employer’s general payday process instead of an additional task that is required to be undertaken separately and at a different date from processing the payroll. Employers whose total PAYE/ESCT is more than $50K for the previous year (ended 31 March 2018), must file their payday reporting information electronically within two working days after each pay day (except for special payments (including out-of-cycle pays, schedular payments, employee share benefits etc). Most payroll software providers provide detailed guidance on what to do and how to prepare for payday filing, eg MYOB (&IMS): www.myob.com/nz/ support/payday-paye XERO: www.xero.com/nz/featuresand-tools/accounting-software/ payroll/payday-filing FlexiTime: www.flexitime.co.nz/ payday-filing

SmartPayroll: www.smartpayroll. co.nz/payday-filing-nz Those employers whose total PAYE/ ESCT is less than $50K for the previous year (ended 31 March 2018); have the option to file paper returns from April 2019 onwards within ten working days after each payday. There is an option to opt-in for payday filing before April 2019 for those who wish to do so voluntarily. A few other changes include: There is no longer a need to file a IR344 form for Employer Monthly Schedule Amendments (employment information is simply corrected online) You no longer need to complete IR330 and KS2 forms for new employees: going forward there is a single online form which pulls data directly from your payroll software and this is to be filed on, or before, any new employee’s first payday There is no longer a requirement to file IR345 Employer Deduction forms. Should you require any assistance in relation to preparing yourself for payday filing, we suggest you contact your tax advisor. Inland Revenue also provides helpful information and videos about switching to payday filing (www.ird.govt.nz/campaigns/2018/ campaign-payday-filing). l Caroline Plowman CA Financial Controller National Mini Storage

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32 CUSTOMER SERVICE

Self storage best practice script A short intro?

ften the first port of call all of your prospective customers have with your business is on the phone. The staff answering the inbound calls are the best way to promote and grow your business. How the call is received and responded to can be make or break for your business. With a new year it is time to take a step back re-evaluate your phone practices and give it a re-fresh! We have compiled a practice script to use in your facility to ensure you are covering all of the aspects prospective clients are interested in. Answer the phone in 3-4 rings with a smile! Thanks for calling (XYZ Storage) this is (Name)

BUILD RAPPORT & RELATIONSHIP l Be positive, friendly and helpful l Get their name and phone ASAP l Could I get your mobile in case we get cut off? /just with a client – need to call you back

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How the call is received and responded to can be make or break for your business.

Repeat their initial request and say “Just need to ask a few quick questions” l Do you mind if I ask – Have you used storage before? l Could I just ask – How did you find out about us? l Tell me more about ……. (their request – what you have in mind?)

ASK DIAGNOSTIC QUESTIONS l What are you storing? l Where are you moving from / have a storage location in mind? l How often will you need to access the goods? l How long are you thinking of storing? l How will you move the goods into store? – trailer, removalist, deals on rentals

l l l l

Who will be packing the goods? When do you need it? Would you like insurance? Do you know where we are located?

OFFER SOLUTIONS Explain about what your centre offers and how you work (sell special features) Offer best storage options – sizes & price ranges – high, wide, long spaces – make it understandable! Make a recommendation! – It’s only $x per month – That’s just $X a day + a trial close. Promote your Value Proposition – your relevant Centre Features and benefits l Storage & Site Access, Office Open & Closing times – you control access l Security & Monitoring, Safety, Convenience – internal racking? l Pride ourselves on Centre Cleanliness, Staff, Professionalism l Serviced offices, kitchen, café or vending facilities l Payment terms, No Bond required

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CUSTOMER SERVICE 33

l Rubbish removal and document destruction available l Flexibility – expand/contract your storage sizes – don’t pay for extra space l Loading and receiving pallets forklift, pallet jack and trolleys, l Packing, boxes & moving materials and equipment – trailer l Range of padlocks avail or BYO l Assistance to pack or move your goods l Send you a moving planner and tips l Special needs storage – wine (temperature) , guns (lockers), art & collectibles, chemicals l Oversize and overweight storage available – boats, vans, cars, tractors, motorbikes l Off peak or secondary space available (back of site, upstairs, lower cost options)

l Storage environment – low dust, low humidity, shady/cooler units, rodent/insect proof? l Your goods are NOT auctioned off in Australia – NOT like Storage Hunters TV show and explain how it works if they don’t pay their bill l Easy pay (d/debit) – any bulk discounts and any deals / prepay promotions l Same day move in – if in a hurry! l 1st month special rate

SELL THE BENEFITS OF STORAGE l Decluttering = feel good l Increase value of your house when selling (people buy space) l Save your office rent and free up space (avoid moving costs/hassle) l Offsite storage is security against fire and theft during transitions

CLOSE & CONFIRM THE NEXT STEP l Use trial closes – how does that sound/look? l Close – Would you like me to reserve that space for you? l Have you been looking around much? – Any concerns? l Would you like me to email you a quote? l Would you like me to send you information kit / Storage Tips ebook? l Have a look at the testimonials and information on our website! l The best thing is to come in and have a look – invitation to visit centre – get an appointment l Visual route run through – describe how to get here from there location. l Get their phone/email details l Is there anything else? (pause) l Thanks for calling l

THE KINGS OF

SELF-STORAGE Partner with the industry’s largest and most recognised storage group and enjoy the many benefits: • • • • • •

Experienced Management Team Industry Leading Marketing Support Site Acquisition or New Development support Comprehensive Staff Training Leverage group buying power Over 150 Stores and growing

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34 HUMAN RESOURCES

2018 RECAP To prompt your memory here is a quick recap of some of the developments that affected small business in 2018. employee or not, with a copy of the provisions of this sub clause within the first 12 months of the employee’s first engagement to perform work’. In respect of casual employees already employed as at 1 October 2018, an employer must provide employees with a copy of this provision of this subclause by 1 January 2019. If you would like a template to send to your casual employees regarding this information, please contact : cassie. hall@hrcentral.com.au

4. SINGLE TOUCH PAYROLL 1. CHANGES TO LONG SERVICE LEAVE (LSL) PROVISIONS IN VICTORIA The new Long Service Leave Act 2018 (Vic) took effect from 1 November 2018. Some of the key provisions include: l LSL is now available for employees to take after seven years continuous service with one employer l Employees can now take LSL one day at a time instead of in one period or by negotiation l Unpaid parental leave of up to 52 weeks now counts as continuity of service. Periods of longer than 52 weeks are not counted in the calculation but do not break continuity.

2. DOMESTIC VIOLENCE LEAVE INTRODUCED All industry and occupation awards are now being updated by the Fair Work Commission to include a new clause allowing employees to take unpaid leave to deal with family and domestic violence. All employees covered by an award with the new clause will be entitled to five days of unpaid family and domestic violence leave per year. Family and domestic violence means violent, threatening or other

INSIDER 105 FEBRUARY / MARCH 2019

abusive behaviour by an employee’s family member that: l Seeks to coerce or control the employee l Causes them harm or fear Employees will be able to take this leave to deal with the impact of family and domestic violence, for example to attend court hearings or access police services. This new clause took effect from the first full pay period on or after 1 August 2018. In addition, the Fair Work Act 2009, now includes this entitlement as part of the National Employment Standards (NES) and applies to all employees (including part-time and casual employees) from 12 December 2018

3. CHANGES TO ENTITLEMENTS OF CASUAL WORKERS As of the 1 October 2018, 85 modern awards which did not already contain a clause allowing casuals to request to convert to permanent employment, were varied to insert a model conversion clause. The model conversion clause includes a requirement that: ‘An employer must provide a casual employee, whether a regular casual

Single Touch Payroll is a change to the way that Australian employers report their Employee’s tax and superannuation information to the Australian Tax Office. Employers use a payroll or accounting software that offers STP to send the employees’ tax and super information to the ATO each time they run the payroll. As of July 1 2018 this was a mandatory requirement for Australian businesses with more than 20 employees. l

If you would like any further information/ clarification regarding what any of the above means to your business or would like advice or support regarding any HR issue, call our team on 1300 717 721.

Advice. Awareness. Connect. Collaborate.

HR HELPDESK 1300 01 SSAA / 1300 017 722

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36 SSAA 2019 EVENTS

SSAA 2019 EVENTS

LEGAL TRAINING 14 March 2019 AUCKLAND

NETWORKING FUNCTION 16 May 16 2019 BRISBANE

NETWORKING FUNCTION 24 October 2019 PERTH

TRAINING DAY 21 February 2019 MELBOURNE

O’DAY 11 April 2019 ADELAIDE

SSAA CONVENTION 2019 27–29 August 2019 CAIRNS

NETWORKING FUNCTION 12 November 2019 CHRISTCHURCH

O’DAY 14 March 2019 AUCKLAND

NETWORKING FUNCTION 11 April 2019 ADELAIDE

O’DAY 9 October 2019 WOOLONGONG

NETWORKING FUNCTION 14 November 2019 AUCKLAND

NETWORKING FUNCTION 10 October 2019 SYDNEY

NETWORKING FUNCTION 28 November 2019 MELBOURNE

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MEMBERS’ LEGAL FORUM 37

Make it a daily habit By Simone Hill, SSAA’s Legal Advisor How often do you or your staff undertake a whole ‘facility check?’ What does that entail? Are staff protected while doing so? In this edition of the Members' Legal Forum, we kick off the new year with a prompt to facility owners to make sure facility checks are regularly occurring, safely and effectively.

hen I run legal training sessions, I’m regularly surprised by the number of facility owners who do not undertake – or require their staff to conduct – daily whole facility checks. Amongst those facility operators who do undertake daily checks, the content and format of those checks vary greatly.

WHAT SHOULD BE COVERED BY A DAILY FACILITY CHECK? Although there will be some variation across facilities, allowing for size, location and layout, the following key ingredients should be part of every facility’s daily check:

a) Check every space Does every space have a lock on it? If a space does NOT have a lock, are you able to view over the top of the door to see if the space has been vacated without notice, or has a storer just failed to place a lock on it? Ideally, your daily checks will be undertaken with either a printed or digital copy of space used (i.e. which spaces are rented, which are available, and which are overlocked). This will help you work out what is going on with a space.

Ideally, your daily checks will be undertaken with either a printed or digital copy of space used. i. No lock on ‘rented’ space: If a space that is showing on your log as rented has no lock and is empty, you should secure the space with a facility padlock and a numbered tag and contact the Storer to advise that their space is empty and you assume therefore that they have moved out. Whether you chase the storer for any unpaid fees (i.e. they may owe you for the notice period they did not give you before moving out) is a business decision for you. It is important to contact the storer as there is a minimal chance that they have been the victim of a break-in, or (more frequently) an ex has used their key and code to access the space and remove all items. Note that under the SSAA’s agreements, when you find a unit is unoccupied, you can terminate immediately without the need for notice.

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ii. Lock on what should be unoccupied space: If you discover a space is padlocked with a non-facility lock, but your log is showing that the space is empty and available, you will need to try and work out who and why the space is in use. Again, it is always best to try and view over the door rather than force the lock in the first instance. Review video footage, gate access logs and any other data you may have to try and establish who has moved into the unit. Overlock the space with a facility padlock and numbered tag. If you can establish who is in the space – for example, a storer who moved into the unit across the hall the day before is seen on security footage also packing items into a second space. Send a notice to the storer advising them that as they have occupied two spaces their storage fee is “price of first space + price of second space” and as they have not paid in advance for the second space they are in arrears, and access to the facility and BOTH spaces is suspended until they pay

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38 MEMBERS’ LEGAL FORUM

for the second space. If they want to keep using the second space it is best they sign another storage agreement for that space, but it is not fatal if they refuse to do so. So long as they signed an agreement for the first space, you may enforce the agreement terms and conditions against BOTH spaces. Sometimes a storer may move into the wrong space. For example, a Storer may have moved in, and instead of taking the unit they have been allocated, they instead have chosen to move into alternate space. It is ideal if the Storer signs a new agreement for the space they have occupied. You may motivate them by locking them out at the front gate until this error has been rectified. Note that as you have already identified the Storer during sign up, you could email the Storer an agreement for the new space and have them sign it and return it electronically. It is critical that you keep clear notes about which space the Storer is in, particularly if they do not return a new agreement. Failure to maintain proper records may result in you selling up the wrong unit should the Storer go into arrears. Although not ideal, even if they do not return a new agreement for the space they have moved into, you may still enforce the terms and conditions of the agreement they signed despite the fact they have transferred to an alternate unit.

iii. Lock on space but not ‘locked’ This happens. Sometimes a Storer is in a hurry and forgets or fails to properly close their padlock. Sometimes they lock the padlock but have failed to slide the door shank into place. Best practice is to apply a number tag and contact the Storer. This means the space has been ‘secured’ (although not in a manner appropriate for long-term security), but the duty to properly secure is in the hands of the Storer. If the Storer asks you to lock the space for them, and you are unable to click their lock shut (i.e. it is locked ‘open’ or similar) it is always preferable to apply a facility lock AND a numbered tag where you would usually overlock, and not to open the space. If you have back to base alarmed units, you should keep those access records for the life of the storer’s stay to demonstrate you did not access the space during the time the space was not secured. NOTE! SECURING THE SPACE IS THE DUTY OF THE STORER and applying a number tag and contacting the storer is done by way of customer service. You do NOT have a duty to secure the space.

Why numbered tags? Number tags are a terrific tool. They enable you to take securing action on an unlocked or problematic unit, and photograph or video the attaching of the tag. As the tag is numbered, this goes some way towards creating a good record of what happened when, as well as evidencing that the unit has not been accessed since the tag was applied. Number tags are available from long-term service member Lock Distributors.

b) Leaks, smells and noises On your daily check of the entire facility, be on the lookout for strange smells, sounds, or leaks. All these things may point to a problem that should be addressed quickly if you are to avoid extensive damage. For example, where you see a leak coming from a unit that was moved into yesterday, there is a good chance that the storer has failed to defrost their fridge/ freezer or empty their washing machine. You should contact both that Storer AND neighbouring storers and advise them that there appears to be a leak. Neighbouring storers should be contacted to give them the opportunity to view their space to ensure there is no damage. If there is damage, it is the liability of the Storer who caused the leak to redress. If the Storer who caused the damage will not or does not respond within a reasonable time, you may force access to the space under emergency access rights and rectify the problem. Guidance on how to undertake such access is outlined in the MAP (Manual of Advice and Procedures).

c) Break-in or damage Particularly relevant for outdoor/hardstand storage, you should be checking for any damage to Storer’s cars, trailers etc. Where damage is noticed – broken window, caravan door is open and looks forced, contact the Storer immediately. Where damage or a break in are suspected, it is usually also appropriate to contact local police.

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MEMBERS’ LEGAL FORUM 39

Undertaking daily checks mean little matters – someone moving into an ‘extra’ unit – can be worked out quickly.

checks should be carried out by professionals to a regular scheduled timetable. These matters are within the control of the Facility and need to be maintained. Where a blocked drain is noted but not action (or should have been noted and was not) and it causes damage to a Storer’s goods, liability for this damage is likely to be the responsibility of the Facility.

d) What’s that doing there?

WHY UNDERTAKE A DAILY FACILITY CHECK?

Sometimes you may find items in hallways, driveways or other communal areas. Where you can establish who has left items there, and assuming that they are a Storer, you may rely on your agreement and send a notice to the Storer that they remove the items, or they will be disposed of. It would be reasonable to provide the Storer with five days’ notice, so long as you are confident the Storer is receiving the notifications. Telephone, SMS, email and registered mail would be appropriate here.

Undertaking daily checks mean little matters – someone moving into an ‘extra’ unit – can be worked out quickly. If checks are done weekly or fortnightly, it will be much harder to establish who the person may be who moved into that space. If you notice a unit is occupied today that was not occupied yesterday, you need only go back through one days’ gate access, video footage etc. If you notice a unit is occupied on a weekly check, you will need to go through a week of logs and footage.

e) Houston, we have a problem

SAFETY OF STAFF

Your daily checks should include: l perimeter checks – no damage to fences, gates are working, no fire entrance doors propped open l security checks – cameras all working and have unobstructed views, alarms functioning, gate access recording l building condition – no blocked downpipes evident, no damaged windows or panels Also, less regularly (perhaps weekly or fortnightly) matters such as ensuring pest baits are in place, and up to date, security lighting is working, exit emergency signs are working. Such issues as gutter clearing, checking roofing integrity and significant structural

Undertaking daily checks will necessarily mean a staff member is both out of the office and probably alone. Consider personal alarms, two-way radios (where more than one staff member is on site at any one time), or at the very least ensure staff carry their mobile phones during daily checks. It is not unheard of for a staff member to come across a storer who is less than happy to be ‘busted’ doing something or storing something they are not meant to. Less dramatically but perhaps more likely, should a staff member trip or fall and injure themselves in a quiet area of your facility, it may be some time before anyone discovered them. Thinking about how to manage this often overlooked potential risk is a duty for every facility owner. l

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FEBRUARY / MARCH 2019 INSIDER 105

40 TRADE DIRECTORY – TRUSTED SUPPLIERS TO THE SELF-STORAGE INDUSTRY ANCILLARY SERVICES VISY BOXES & MORE T: 03 9554 5600 E: vbm_vic@visy.com.au visyboxesandmore.com.au Branches across Australia and New Zealand Aurion Solutions Liz Brooke 4 Fairmont Court, Narre Warren North, VIC 3804 T: +61 439 004 406 E: liz@aurionsolutions.com.au W: www.aurionsolutions.com –––––– Homestead Press Joe Barbaro T: 02 6299 4500 E: printing@homesteadpress.com.au –––––– HR Central Cath Grawe T: +61 1300 717 721 E: cath.grawe@hrcentral.com.au www.hrcentral.com.au –––––– Hunt and Hunt Victoria Graeme Armstead T: +61 3 8602 9200 E: garmstead@huntvic.com.au www.hunthunt.com.au –––––– iBidOnStorage iBidOnStorage T: +61 2 4302 0605 E: info@ibidon.com.au –––––– InXpress Luis Rene Ramirez International Freight Consultant T: 1300 730 969 E: luis.ramirez@inxpress.com www.inxpressit.com.au –––––– Jetta Excess Baggage Pty Ltd Lyle Honess T: +61 1300 300 688 E: sales@jetta.com.au www.jettaexcessbaggage.com.au –––––– Lock Distributors Australia Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au www.lockdistributors.com.au –––––– MiniMovers T: 1300 366 000 E: sales@minimovers.com.au www.minimovers.com.au –––––– National Energy Solutions Andy Tran T: +61 3 8609 9276 E: tran@nationalenergysolutions.com.au www.nationalenergysolutions.com.au –––––– Platinum Signs Pty Ltd Marcio Wilges T: +61 438 477 578 E: info@platinumsigns.com.au www.platinumsigns.com.au

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Royal Wolf Trading Craig Baker T: 02 9482 3466 E: removals@royalwolf.com.au www.royalwolf.com.au –––––– StorAssist Sally Chodan T: +61 403 533 640 E: sally@storassist.com.au www.storassist.com.au –––––– Sweepers Australia Michelle Maxwell & Vaughan Rose T: 03 9562 7533 E: michelle@sweepersaustralia.com.au www.sweepersaustralia.com.au

DESIGN & CONSTRUCTION SERVICES & SUPPLIERS SOUTHWELL LIFTS AND HOISTS David Head T: 02 4655 7007 E: sales@southwell.com.au www.southwell.com.au UNIVERSAL STORAGE CONTAINERS (USC) Shay McQuade T: 0438 256 541 E: shay.mcquade@universalstorage containers.com www.universalstoragecontainers.com STORCO STORAGE SYSTEMS Jonathan Layton T: 02 6391 2800 E: jonathon.leyton@storco.com.au www.storco.com.au B & D Australia James Tyson T: 07 3883 0248 M: 0417 792 636 E: james.tyson@bnd.com.au www.bnd.com.au –––––– BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au www.aimhire.com.au –––––– BOS NZ Limited Justin Dempsey Palm Beach, Papamoa, 3151, New Zealand T: +64 0800 226 769 E: info@bosnz.co.nz –––––– Bridgmond Projects Pty Ltd Mark Venz T: 0438 072659 E: info@bridgmond.com.au www.bridgmond.com.au –––––– Centurion Garage Doors Pty Ltd Tony Cocco, Business Development Manager T: +61 7 3441 4999 E: tcocco@cgdoors.com.au www.cgdoors.com.au –––––– Corporate Construction Group Matthew Moulsdale T: +61 2 9231 3691 E: admin@corporateconstruction.com.au www.corporateconstruction.com.au

G&M Stor-More Michael Watson T: 02 4733 5048 E: michael@gmstormore.com.au www.gmstormore.com.au –––––– Gliderol Garage Doors Tom Ainscough T: 08 8360 0000 E: tainscough@gliderol.com.au www.gliderol.com.au –––––– Havener Enterprises Alan White T: 815 935 8383 E: alan@havenerent.com www.portablestoragebox.com –––––– Kiwimark Construction Ltd T: 07 576 5494 F: 07 576 5491 E: travis@kiwimark.net.nz www.kiwimark.net.nz –––––– Orbitz Elevators Pty Ltd Jonathan Dwayre T: 1300 851 554 E: info@orbitzelevators.com.au www.orbitzelevators.com.au –––––– RegisBuilt Group Anthony Regis M: +61 423 083 321 T: 1300 388 224 E: anthony.regis@regisbuilt.com.au www.regisbuilt.com.au –––––– Safetech Lifts & Hoists Tony Krlevski T: +61 3 5127 4566 E: sales@safetech.com.au www.safetech.com.au –––––– Steel Storage Group T: +61 7 3865 1600 E: sales@steelstorage.com.au www.steelstorage.com.au –––––– Taurean Door Systems Adrian Valente National Sales Manager T: +61 3 9721 8366 E: Adrian.valente@taureands.com.au www.taureands.com.au –––––– Total Construction Pty Ltd Steven Taylor, Director T: +61 2 9746 9555 E: stevet@totalconstruction.com.au www.totalconstruction.com.au

MANAGEMENT SERVICES Self Storage Management Solutions Mark Greig, Director of Operations M: +61 499 110 599 T: (07) 3240 8400 E: partners@selfstoragemanagement solutions.com.au www.selfstoragemanagement solutions.com.au –––––– Storage King Management Services Australia Martin Richards T: +61 2 9460 6660 E: martin@storageking.com.au www.storageking.com.au

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TRADE DIRECTORY 41 Storage King New Zealand Martin Richards T: +61 2 9460 6660 E: martin@storageking.com.au

SOFTWARE & SECURITY EZIDEBIT T: 07 3124 5500 E: sales@ezidebit.com.au www.ezidebit.com STORMAN AUSTRALIA Andy Pudmenzky T: 07 3319 1522 E: sales@storman.com www.storman.com STORMAN NEW ZEALAND Andy Pudmenzky T: 09 280 3393 E: sales@storman.com www.storman.com AD-TECH Security Adrian Rostirolla T: 1300 30 60 90 E: sales@ad-tech.com.au www.ad-tech.com.au –––––– AlarmQuip Security Systems Evan Richardson T: 07 5492 3242 E: evan@alarmquip.com.au www.alarmquip.com.au –––––– Centreforce Technology Group Pty Ltd Dallas Dogger T: 07 3889 9822 E: sales@centreforceit.com.au –––––– SiteLink Software: www.sitelinksoftware.com.au R6 Web Sites: www.r6digital.com.au District Manager revenue enhancement software: www.qstrom.com –––––– Prodigitas IT Services Kaustubh Deshmukh T: +91 9764 009 848 E: kaustubh.deshmukh@prodigitas.com www.prodigitas.com –––––– PTI Australasia Pty Ltd Ben Parsad T: 07 3216 5524 E: sales@ptiaustralasia.com www.pti.com.au –––––– QueAccess Pty Ltd Kevin Hannagan T: +61 488 279 918 E: kevin@queaccess.com.au www.queaccessw.com.au –––––– Sentinel Australasia Jason Keane T: +61 99882035 / 1300 852 117 E: jason@storagesecurity.com.au www.storagesecurity.com.au –––––– Sitelink Michael Dogger, General Manager T: +61 7 3889 9822 E: support@sitelinksoftware.com.au sitelinksoftware.com.au

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Storage Commander Australia Leann Power T: (03) 9028 6858 E: leann@storagecommander.com www.storagecommander.com

VALUATIONS, FINANCE & ASSORTED PROFESSIONAL CONSULTANTS AON Risk Services Darren Clauscen E: darren.clauscen@aon.com T: 02 9253 8350 www.aon.com.au/storage –––––– AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com www.aon.co.nz –––––– Bishop Collins Pty Ltd Phillip Keenan T: +61 2 4353 2333 E: mail@bishopcollins.com.au www.bishopcollins.com.au –––––– Box Commercial Estate Agents Robert Stanley-Turner T: +61 3 9410 0388 M: 0418 98 2000 E: rob@boxcom.com.au www.boxcom.com.au –––––– Collins & Associates Malcolm Collins T: 03 8456 5134 E: malcolm@malcolmcollins.com www.malcolmcollins.com –––––– Colliers International Holdings (Aust) Ltd Dylan Adams T: 02 9257 0222 E: dylan.adams@colliers.com www.colliers.com.au –––––– GSA Insurance Brokers Carlo Gentili T: +61 2 8274 8130 E: carlog@gsaib.com.au –––––– Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au www.selfstoragerealestate.com.au –––––– Landmark White Pty Ltd Paul Robbins T: 07 3226 0000 E: paul.robbins@lmw.com.au –––––– M3 Property Strategists Jeremy Hoffman T: 07 3620 7912 E: jeremy.hoffman@m3property.com.au Ross Perkins T: 07 3620 7901 E: ross.perkins@m3property.com.au –––––– Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au www.midlandinsurance.com.au

Robertson & Robertson Sarah Magann T: +61 2 4351 2200 E: sarah@randr.com.au www.randr.com.au –––––– Urbis David Blackwell M: 0409 771 310 E: dblackwell@urbis.com.au Linda Sharkey M: 0410 902 116 E: lsharkey@urbis.com.au –––––– Wallace McLean Ltd Insurance Brokers and Risk Advisers Simon Keenan T: +64 9 358 7233 E: simon@wallacemclean.co.nz W: www.wallacemclean.co.nz

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

FEBRUARY / MARCH 2019 INSIDER 105

42 NEW MEMBERS ADDITIONAL FACILITIES Karinie Street Storage 217 Karinie Street Swan Hill VIC 3585 T: +61 3 5033 1331 E: swanhill@ljhooker.com.au –––––– Mulwala Self Storage 9 McCarthy Street Mulwala NSW 2647 T: +61 3 5744 3811 E: reception@ymre.com.au –––––– National Mini Storage Hobsonville 108 Hobsonville Road Hobsonville Auckland 0618 New Zealand T: +64 9 394 8298 E: hobsonville@nationalministorage.co.nz –––––– National Storage Berkeley Vale 2 Blade Close Berkeley Vale NSW 2216 T: +61 2 4388 5965 E: berkeleyvale@nationalstorage.com.au –––––– National Storage Pukekohe NZ 518 Buckland Road Buckland Auckland 2677, New Zealand T: +64 800 215 754 E: buckland@nationalstorage.nz –––––– National Storage Te Rapa 25 Sunshine Avenue Hamilton Waikato 3200 New Zealand T: +64 7 846 6144 E: frankton@nationalstorage.nz –––––– Parkes Security Storage 74-78 Station Street Parkes NSW 2870 T: +61 2 6862 3297 E: info@parkes.rh.com.au ––––––

Richmond Storage 36 Artillery Place Richmond Tasman 7081 New Zealand T: +64 3 929 5632 E: manager@nelsonministorage.co.nz

–––––– Safe n SOUND Cessnock 373 Maitland Road Cessnock NSW 2325 T: +61 2 4991 5555 E: cessnock@safensound.net.au –––––– Safe n SOUND Tuggerah 3-7 Bryant Drive Tuggerah NSW 2259 T: +61 2 4351 7700 E: tuggerah@safensound.net.au –––––– Safe n SOUND Warners Bay 254 Macquarie Road Warners Bay NSW 2282 T: +61 2 4954 4000 E: warnersbay@safensound.net.au –––––– Storage King Dee Why 75 South Creek Road Cromer NSW 2099 T: +61 2 9197 7395 E: deewhy@storageking.com.au

INSIDER 105 FEBRUARY / MARCH 2019

Storage King Frenchs Forest 11-13 Rodborough Road Frenchs Forest NSW 2086 T: +61 2 9452 6020 E: frenchsforest@storageking.com.au –––––– Storage King Jindalee 520 Seventeen Mile Rocks Road Jindalee QLD 4073 T: 1800 100 700 E: jindalee@storageking.com.au –––––– Storage King Yarraville 14 Thomas Street Yarraville VIC 3013 T: +61 3 9909 5138 E: irene@trumen.com.au –––––– StoreLocal Hendon 7 Florence Street Hendon SA 5014 T: +61 8 8447 8673 E: hendon@storelocal.com.au –––––– StoreLocal Thomastown 77 High Street Thomastown VIC 3074 T: +61 3 9465 2800 E: thomastown@storelocal.com.au –––––– Storage King Coomera 26-34 Kohl Road Upper Coomera QLD 4209 T: +61 7 5631 8630 E: coomera@storageking.com.au –––––– Storage King Yarrabilba 26 Wongawallan Drive Yarrabilba QLD 4207 T: +61 7 3532 5526 E: yarrabilba@storageking.com.au –––––– Swan Hill Mini Storage 14 Shepherd Road Swan Hill VIC 3585 T: +61 3 5033 1331 E: swanhill@ljhooker.com.au –––––– VIC Storage 1 Cygnet Lane Murray Downs NSW 2736 T: +61 3 5033 1331 E: swanhill@ljhooker.com.au

FACILITY MEMBERS Benalla Mini Storage 3 Nish Court Benalla VIC 3672 T: +61 3 5762 3322 E: info@benallarealestate.net.au –––––– Glen Iris Self Storage 18 Brixton Rise Glen Iris VIC 3146 T: +61 430 076 946 E: jon@atconproperty.com –––––– Raine & Horne Parkes 242 Clarinda Street Parkes NSW 2870 T: +61 2 6862 3297 E: info@parkes.rh.com.au

Storage King Cheltenham 337 Bay Road Cheltenham VIC 3192 T: +61 3 9909 5319 E: irene@trumen.com.au –––––– Wagga Secure Storage 32 Jones Street Wagga Wagga NSW 2650 T: +61 418 692 555 E: office@rustaberlectrical.com.au

PROVISIONAL MEMBERS R & M Evans Family Trust 23 Kenna Street Orange NSW 2800 T: +61 408 635 816 E: casalesandservice@westnet.com.au

SERVICE MEMBERS Pros On Print Pty Ltd 3/110 Macquarie Street, Teneriffe QLD 4005 Owner: Garth Bannister T: +61 7 3148 2241 E: sales@prosonprint.com www.prosonprint.com.au

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

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YOUR SELF STORAGE SPECIALISTS Midland Insurance Brokers has been delivering excellence in customer service Brokers for more has thanbeen 30 years. Midland Insurance delivering excellence in

customer service for more than 30 years. Strong business ethics and a distinctive personal approach has attributed to our continued success. Our market leading Self Storage policy is just one in our extensive array of insurance offerings.

Strong business ethics and a distinctive personal approach has attributed to our continued success. you own or operate a Self Storage is important to have aarray comprehensive, individually Our If market leading Self Storage policyfacility, is justitone in our extensive of insurance offerings. tailored insurance policy that covers your total operation. As storage requirements differ from

If you own or to operate a Self facility, cover it is important to have aoffering comprehensive, individually customer customer, we Storage can also provide for your customers insurance on their tailored policy thatfacility. covers your total As storage requirements differ from own insurance goods stored in your Whether you operation. have a converted warehouse or a purpose-built customer customer, we can also provide cover for your customers offering insurance on their facility,towe can help you. own goods stored in your facility. Whether you have a converted warehouse or a purpose-built For all your Self Storage needs speak to one of our specialists, Gilda Mihran or

facility, we can help you. Justin Lane on 1300 306 571 or email storage@midlandinsurance.com.au

For all your Self Storage needs speak to one of our specialists, Gilda Mihran or Justin Lane on 1300 306 571 or email storage@midlandinsurance.com.au

Insurance issued by CGU Insurance. Consider the policy terms and conditions.

Contact STORCO to discuss your storage requirements P 02 6391 2800 E sales@storco.com.au