Edition 93 - February 2017

Insider ISSUE93 FEB/MAR17

STORAGE KING SOUTHPORT CENTRAL 2016 BEST REGIONAL FACILITY AWARD

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IT FEATURE Make the Most of New Apps

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Taking a Family Business to the Top

ANCILLARY SERVICES Tick All the Right Boxes

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IN THIS ISSUE...

4 Chairman’s Report 6 CEO’s Report 8 Industry News 10 OUT & ABOUT — Regional Meetings 14 Traffic and Parking Study

COVER STORY 16 Storage King Southport Central

NEW SERVICE MEMBER SPOTLIGHT 28 WebID Offers Smart Monitoring of Storage Units

IT FEATURE 20 The Benefits of Apps

INFORMATION 36 Trade Directory 38 Board Members 39 SSAA Staff 40 Member Resources 42 New Members

OUTSIDE THE BOX 22 Jim and Barbara Morgan Meet the Queen

IT FEATURE 30 No Hands on Deck MEMBERS’ LEGAL FORUM 32 Increasing Fees

ANCILLARY SERVICES 24 Ticking the Right Boxes

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

U4/2 Enterprise Drive Bundoora VIC 3083

Email admin@selfstorage.com.au

Web www.selfstorage.org.au LinkedIn Self Storage Association of Australasia Insider is printed by Homestead Press.

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

Insider is published bi-monthly by the Self Storage Association of Australasia registered in Australia ABN 23 050 341 725. This publication may not be reproduced or transmitted in any form in whole or in part, without the written permission of the publisher. Whilst every care has been taken in the preparation of Insider, the publisher nor any of its employees, sub-contractors or contributors assume any responsibility or liability for any loss or damage which may result from any inaccuracy or omission in the publication.

The views expressed are not necessarily those of the publisher or editor. Furthermore, Insider has the right to accept or reject all editorial and advertising material. All letters addressed to the magazine will be regarded as “for publication” unless clearly marked Not for Publication. All submissions may be edited for reasons of space or clarity and opinions expressed in letters are those of the author, not of the publisher or editor.

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Inside SSAA

CHAIRMAN’S REPORT  The SSAA: Improving your bottom line

Keith Edwards, Chairman, SSAA

Since I began our venture into the self-storage industry I have seen many changes, from a caretaker role to that of a full retail operation, and I believe that more changes are in store for this industry in the future.

While examining the business assets, we realised early on that the best asset is, in fact, the staff in our dynamic team.

However, we also need to remember that culture starts at the top — “Your vibe is your tribe.”

We continue to view and change our methods to perfect the sales process, with the intention of increasing the conversion to enquiries ratio. And to this end we employed external marketing and branding companies. It was at this stage we realised that we had no “line in the sand”, or benchmark, that we could use to track improvements in the conversion ratios, using any of these new techniques.

We sought information from the SSAA to obtain direction and advice on options. Following discussions with the SSAA, a mystery shopping company, Quality Results, was engaged.

Yes, we were real novices. Our largest fear was that the staff may think we were spying on them. This proved to be groundless.

Each manager was mystery telephoned and then later visited by the mystery shopper at their branch. Quality Results went the extra mile, visiting one branch twice as the manager was away due to illness.

The company prepared comprehensive reports on the telephone calling, comprising the time and date of the call with the scenario used, including how many rings before the call was answered.

They then rated each conversation on their respective customer service skills and sales skills, giving an overall sales rating using five category groups of Exceptional, Highly Competitive, Superior/ Above Average, Competent, or Not Yet Competitive.

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We also need to remember that culture starts at the top. ‘Your vibe is your tribe.’

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The report also included comments on where each person could improve, or what was not asked during the telephone call.

The next report was on the branch visits. These reports were split into three categories — Customer Service Skills, Sales Skills and the Branch Appearance — to obtain the overall rating using the same five categories. The report was then consolidated to obtain an overall score.

Included at the back of each report was a reference sheet as to how the scores were achieved, and what they had been looking for. It included the staff appearance in their uniforms, how the prospective customer was greeted, the staff member’s attitude, whether the staff member was proactive, and whether they developed a rapport or relationship.

The staff member was rated on the knowledge they displayed and the techniques used to obtain the sale, including our points of difference (Features, Benefits, Insurance and Packaging), and areas where bonus points could be achieved.

The report included results on the information gleaned from the customer on whether they were shopping around, when they required storage, and scored the staff member on their ability to establish the needs of the potential customer.

The report also scored the follow-up process.

The comprehensive reports were so informative that we decided to give a copy to the individual managers. All our staff treated this as the starting line. From the company’s point of view, it established our “line in the sand” from which we can now give our staff the tools to increase the conversion ratios.

It was a very cost effective way to benchmark our own business and ascertain the training required for staff members to obtain an increase in sales. Quality research through the SSAA provided an exceptional service that we will be using again in the future to monitor our progress. n

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Inside SSAA

CEO’S REPORT  Performance Reviews – do we really need them?

There are a few schools of thought around Human Resources (HR) for businesses, small and large, and more particularly, the processes involved in drawing up position descriptions for staff members, including the boss.

The next stage is the performance review. Often these reviews are seen as tiresome, unnecessary and time consuming. It is easy to put them off because everything is coasting along “okay”.

Or perhaps a very different view could be taken, whereby a business could look at the process as a great way to reflect on what has been happening in the past six or 12 months, and plan for the coming year in collaboration with their best assets — their people.

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It allowed every team member to reflect on the tasks and projects of the past six months and contribute to open and honest discussions about the role they play in the business.

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Susan Phillips, CEO, SSAA

We at the SSAA have just been through the process of reviews and I am delighted to say that, while we were all initially dreading the time it was going to consume (a whole day), it turned out to be an extremely beneficial process. It allowed every team member to reflect on the tasks and projects of the past six months and contribute to open and honest discussions about the role they play in the business.

Everyone’s work plan, which they helped construct for the next six months, was mapped out. Every team member now has a very clear set of goals. Each team member did have genuine input into the planning process for the future of the business.

The upshot of this has been that each team member has taken even more ownership of their role because they see they are an integral part of the success of the SSAA.

As a result, a week later we conducted a group planning session to map out 2017. It is going to be hectic with all the new initiatives — the launch of our new website, online bookings and payments for networking dinner events, training, conventions et cetera, online payment for annual membership, an online legal Q&A feature, the Insider magazine becoming available as an e-book as well as in print, developing online seminars and reintroducing the Chat Room facility, continuing the membership drive and increasing our engagement with existing members, just to mention a few.

So to answer my own question — yes, I see performance reviews as a great tool, but maybe we just need to give them a more interesting label!

Welcome to 2017. n

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Industry News

INDUSTRY

NEWS

 Fort Knox Self Storage helps youths

Fort Knox Self Storage in Melbourne has paid for four disabled young people to attend the Melbourne City Mission (MCM) Gala Ball, an annual event which raises awareness for people with disabilities. The Ball was held at the Grand Hyatt Melbourne as part of the charity organisation’s Fashioning Futures campaign.

MCM is a non-profit organisation that provides funding for programs supporting the city’s children and adults. It operates more than 80 programs and services each week.

Fort Knox Self Storage has been a supporter of MCM for four years, and was a major sponsor of its Sleep at the G event, which raises money and awareness for homeless youths.

The MCM Gala Ball included a fashion show featuring Madeline Stuart, the first professional model with Down Syndrome, and launched MCM’s new “Kickstart Your Dream” program, matching disabled youths with mentors and providing grants up to $2,000 for recipients to pursue employment, education or community opportunities. n

 Kennards Self Storage pursues expansion plans

Kennards Self Storage has opened a new facility in St Marys, in western Sydney, offering units ranging in size from one to 100 square metres, alongside warehouse spaces with drive-up access targeted at business customers.

A conference room is available for use by customers, including a hot desk zone with wi-fi and docking stations, and a kitchen area complete with a microwave, refrigerator and complimentary coffee and tea. Flatbed trolleys, pallet jacks and forklifts are also available.

The facility, situated at 69 Christie Street St Marys, uses closed-circuit television and customer access codes to ensure full security. n

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MCM CEO Vicki Sutton with the King and Queen of the MCM Gala Ball.

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 Kennards expands rental space in Waterloo

Kennards Self Storage has expanded the available space at its Waterloo site to accommodate the rapidly growing population in the area.

The company’s Waterloo property has added another 558 spaces over two new levels to its present 2,491 storage spaces in the existing two-storey building.

Waterloo is the largest facility in the Kennards Self Storage portfolio, and is probably also the largest self-storage centre in Australia. It is located on the corner of

Burke Road and O’Dea Ave in Waterloo, which is undergoing dramatic growth in apartment numbers. The company is capitalising on the rapid development of old industrial sites into a new high density residential neighbourhood.

The property will soon be surrounded by roads, so it covers an entire block. It provides storage with 24-hour access to storage units and private lock-up climate controlled wine cellars.

Waterloo is just one expansion Kennards Self Storage is undertaking in Sydney, in response to rapid population growth.

It has also submitted an application to the Hills Shire Council in an attempt to expand its Castle Hill facility by demolishing an office building and a storage building on the site and replacing them with two new five-storey buildings.

However, some local residents have mounted objections to the proposal due to loss of trees and a loss of local amenity due to large buildings.

Kennards’ proposal claims the development is in the public interest because the area will see an influx of 143,000 residents over the next 20 years. n

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Out & About

OUT and

ABOUT  Sydney — November 24

Sydney put on its usual sunny, warm day for this time of the year. The Winery restaurant in Surry Hills was a perfect venue for our dinner, with great food, a private area and a good selection of wines.

Three of our Principal Partners also attended the evening — Visy Boxes & More, Storman and USC. It is always great to have their ongoing support.

CEO Susan Phillips and Membership Manager Craig McKenzie hosted SSAA networking events and visited members around Australia in November and December.

We also welcomed networking function first-timers Rick and Lisa from Coastwide Self Storage, Neil from M1 Mega Storage and Ryan from Storage Plus Group, as well as some of our other dedicated supporters — Tom, Gina and Shane Marshall from Storage King Eastgardens, and Rachel and her team from Coastline Storage and Removals.

Dennis, Rachel and Jackie from Coastline Storage and Removals.

It was a grea t mix of SSAA staff, service members an d facility mem bers.

Shane Marshall from Storage King Eastgardens and Grant McNamee from iBidOnStorage.

Andy Pudmenzky from Storman Australia talks with networking function first-timer Neil Meskin from M1 Mega Storage.

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Thomas & Gina Marshall from Storage King Eastgardens.

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 Melbourne — December 1

Sails on the Bay provided a picturesque setting on the beach in Elwood. Our private balcony was the perfect venue for an evening of great networking and good food. In a first, one of our guests, Keith Harrison from Safetech, arrived with a splash on his hovercraft while everyone else had to deal with Melbourne traffic. The SSAA staff were also in attendance to meet members and put faces to names.

Shay McQuade of Universal Storage Containers (USC) was our special guest speaker, presenting “Changes in drivers for the self storage industry and who will be tomorrow’s storage customer”. This was a very insightful session, ending the year with facility members rethinking what their customer type will be in 2017 and beyond, and how to respond.

The stunning Sails on the Bay restaurant offered a great venue for dinner, beautiful scenery and a private room for networking amongst members.

Keith Harrison from Safetech arrived on his hovercraft.

Everyone else had to deal with traffic.

Andy Pudmenzky in front of the camera for a change with Eddy Farrell and Chris White.

SSAA CEO Susan Phillips spends time with Brent Hayes, Brian Mannix & Gary Craven.

Andrew Brooks, Keith Harrison and Martin Coote.

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Out & About

 Adelaide — December 12

The SSAA Chairman, Keith Edwards, and CEO Susan Phillips took the opportunity to meet with members in Adelaide — some at their self-storage facilities and others at the after-hours business networking function.

It was a whirlwind visit trying to see as many members as possible in a short space of time, and we are grateful to fellow board members Andrew Eastwood and Liz Davies who acted as our guides.

We inspected National Storage, Klemzig; Self Storage Australia, Holden Hill; Kennards, Klemzig; Able Self Storage, Mile End; Storage King, Windsor Gardens, and U-Store-It in Keswick and Melrose Park.

Sandra Burns, Liz Davies, Keith Edwards and Susan Phillips at Self Storage Australia Holden Hill alongside their huge inflatable Santa.

U-Store-It’s vivid trailers and Gobox containers.

The U-Store-It facilities in Keswick and Melrose Park making a Christmas tree out of storage packaging.

In the evening, Keith Edwards joined Susan Phillips in welcoming guests and thanking Principal Partners Visy Boxes & More, Universal Storage Containers, STORCO and Storman/Ezidebit for their ongoing support.

Other members to travel to the function included Elaine and Martin from Lock Distributors and Ken Snow from Regis Constructions.

The SSAA welcomed its newest member, Joseph Scali, who was overwhelmed with information and very appreciative of the networking provided by fellow members, who were very quick to provide advice and assistance.

Our special guest speaker was Jacque Opie, who presented her favourite topic on business and relationships, relating to the audience how personal relationships have similarities to customer relationships.

Elaine Coote, Sonya Salter, Adrianne and David Roberts enjoying the evening.

Liz Davies and Jaquie Gillen spend one on one time with special guest speaker Jacque Opie.

Chairman of the Board Keith Edwards with Natalie Elwin and Jason Wilson of Storage 2000.

Ian Saunders from Ants Storage with Shay McQuade of Universal Storage Containers.

Kathleen and Neil Bryans enjoy a drink with Kirsty Morbidelli.

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Special Acknowledgements: The SSAA would like to thank Andy Pudmenzky from Storman along with his professional camera, taking many of the photos that you see in this feature and on our website.

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SSAA News

SSAA LAUNCHES the Supplementary Australian Traffic and Parking Study

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n 2009 Aurecon prepared a traffic and parking study for the SSAA. The document has been used to assist selfstorage businesses and local councils understand the potential parking and traffic implications of self-storage developments.

The original study obtained data from 32 sites located across New South Wales, Queensland, South Australia, Victoria and Western Australia.

As this study was conducted over seven years ago, the SSAA has identified a need to review the original recommendations against current patterns of behaviour.

This supplementary traffic and parking study has reviewed the current traffic and parking demands and compared them to the original recommendations.

This supplementary study has also built upon a New Zealand traffic and parking study conducted in 2015.

This new report is to be read in conjunction with the original 2009 study.

A staged approach was adopted to identify the sample size required to maintain an 85 per cent level of accuracy, as specified in the original study.

Aurecon evaluated the level of change experienced by businesses from the 2009 study and determined that the collection of new data from 10 of the original 32 sites

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would be sufficient to conduct an effective study. In addition, data was collected from another five facilities not previously surveyed in 2009.

It was essential that a diverse range of business types of varying sizes and locations was selected.

Each of the participating businesses was required to complete a business survey and an office parking survey. The business survey determined the site parameters, such as size, occupancy, type of storage and level of activity, while the Office Parking Surveys were conducted over a seven-day period. This involved the recording of staff and visitor parking arrangements for all people going to the office and retail components of the business.

Over four consecutive weeks participating businesses supplied gate data which included date, time, action and client code for each movement into and out of a gate.

In addition, door entry and door exit data was also supplied.

This additional data was used to measure the level of tailgating into secured areas.

A comparison of the results between this supplementary study and the previous 2009 Australian study and the 2015 New Zealand study has demonstrated that the

minimum recommended number of car parking bays largely remains the same. The exception is that a higher number of bays would be desirable in the areas adjacent to storage units at the larger self-storage facilities eg. facilities with a MLA of 6,000m2 to 9,500m2.

Overall, the trip rates per site for an average weekday or weekend day show a 12 per cent decrease from 2009 to 2016, although this is within the level of accuracy expected with the number of surveys undertaken.

For a copy of the full Traffic and Parking Study 2009 and the latest supplementary Report please log onto the members only section of the website under Resources to download your copies. n

For a copy of the full Traffic and Parking Study 2009 and the latest supplementary Report please log onto the members only section of the website under Resources to download your copies.

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Cover Story

EARNING A degree IN FAMILY BUSINESS

A major renovation has turned an old industrial site into one of Queensland’s premier self-storage facilities.

But there’s much more to a successful business than a new building, say Helen and Scott Balanda of Storage King Southport Central.

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t can be fraught with danger, but combining family and business has been a remarkable success story for the Balanda and Seymour families on Queensland’s Gold Coast.

So much so that the families’ business, Storage King Southport Central, recently won the 2016 Regional Facility of the Year Award, and is the culmination of years of effective skills management by all members of the two families to build a cohesive business force in the region.

According to Scott Balanda, the business came together during a family gettogether about 12 years ago. Each family member brings particular strengths to make the venture possible — finance, law, project and risk management, financial planning, OH&S, sales and marketing —

giving it all the skills needed to work as a business in storage.

The families commenced operations and cut their storage teeth with a facility in Beenleigh and then Kingston, which gave them the experience and knowledge of the local market to tackle a new Southport site in 2014, very close to the central business hub of Southport. Their Kingston site has been recognised by Storage King as one of its top sites in Queensland, and Australia, and has also won numerous awards, including SSAA Storage Facility of the Year in 2008.

“Self-storage seemed like a really good opportunity,” said Scott. “We were all into investing in different ways, especially domestic property, and we took an opportunity to move into storage as a

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commercial investment, which appeared to provide a better return and a better long term investment.”

Helen Balanda added, “The old saying ‘If it was easy, everyone would be doing it’ was applicable. It is a long term commitment with large capital outlays. It does take some time to see a return on your investment.”

Everyone who works in the business is a family member, except for one staff member who looks after cleaning and maintenance.

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Never think you know it all. There are always new ideas — Helen Balanda.

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According to Scott, everyone contributes ideas and insights into the best path forward for the business, and it isn’t always plain sailing, but it nevertheless has been an outstanding family venture.

“We’ve found healthy debate brings out the best ideas when everyone is able to have an equal input. We are quite democratic in our processes,” he told Insider. “We’ve had our arguments and disagreements, but you have to be careful with family relationships.”

Helen Balanda quipped, “Through this process, we feel like we’ve done a Masters in Family Business!”

 Southport rules

Storage King Southport Central is a study in self-storage redevelopment. Scott’s brother, Brett Balanda, spent over 18 months searching for the perfect industrial site that met their criteria of location, size, accessibility and future flexibility. The buildings had several leases with currency, so the redevelopment was handled in stages and project managed by Brett and his brother-in-law Greg Seymour, with Scott overseeing all aspects of ongoing sales and customer service to drive the business forward.

It was not a painless exercise, but the end result is, according to Scott Balanda, the ideal regional storage facility.

“When you’re dealing with a retrofit, there are problems every single day,” he recalled. “We staged it because we had existing tenants in other parts of the building while we were constructing. As their leases expired we took over those parts of the building and renovated them.

It took a lot of work and hours of strategic planning, but it is exactly the outcome we were looking for.”

The facility features a total of 520 new storage units in a C-shaped building.

The family employed the latest technology for security purposes, including electronic gates, six automated external roller doors for extra security and weather protection, intelligent lighting and the latest alarm solutions.

As the remaining four leases expired, the Balandas engaged STORCO Storage Systems to build extra units that targeted local market needs such as smaller locker spaces to cater to the rapidly growing number of unit dwellers on the Gold Coast.

“We saw opportunities for growth areas in Southport, because Southport has been designated as a main business centre, but it has massive residential growth as well with high density areas, so we saw a hole in the market there and wanted to be a part of it,” explained Scott. “It was the perfect site to service Surfers Paradise.

Our catchment also includes affluent areas like Paradise Waters, Main Beach and Bundall, so there is some diversification. It maximises the square meterage of the site without going too vertical, and is able to handle large removalists and pantechs.”

 Meeting the market

Building a business model to fit the needs of a particular market as closely as possible is a cornerstone of success, and the Seymours and Balandas went to great pains to ensure their Southport facility met the needs of locals. That meant studying their local demographics.

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Cover Story

“

We feel like we’ve done a Masters in Family Business!

”

— Helen Balanda.

“Traditionally, the Southport market has always been a low to medium income earning area. What is changing is the number of high rises being built in preparation for the Commonwealth Games in 2018, and there’s been a revival of sorts here with a lot of big sites being sold off to developers to build high rises.

Across the road from us now you can build up to 20 storeys, so we’ll be in the perfect area to cater to that,” said Chris Balanda.

Technology has always played a large part in the families’ sites, including their first properties at Beenleigh and Kingston, so the Southport facility bristles with new

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technology to provide both security and a more efficient and customer friendly environment.

“We’ve embraced technology with alarms, high definition cameras, electronic gates and roller doors, and coded entry systems. We wanted flexibility so we can view our cameras from our phones, open and close doors and gates from home and extra cameras were installed in highly trafficked corridors and outside lifts. That way we can help storers after hours in emergencies and see what’s going on around the site to make sure everything is secure,” said Helen Balanda.

“And with this site now we have piped music, and a raft of other solutions to enhance the experience for our clients.

We want to make that stressful time of moving a little easier for our customers,” she added.

 Simple marketing works

The families have tried most forms of marketing over the past decade to reach new customers, but have found that good old fashioned service still wins every time.

As does online marketing. A responsive online presence is a primary driver of new business, as is a personable phone manner, said Scott Balanda. They recognise and embrace new marketing opportunities and directions.

“In this day and age so much of it is internet based,” he said. “A large portion of our business comes from the internet today, and referrals. We keep a record of why every person calls and ask them how they found out about us.

“We’ve found that we can’t give you storage if you don’t want storage. We can’t give you discount storage if you don’t want discount storage,” said Helen.

Personal contact is what makes or breaks the sale, said Scott.

“You have to be happy. Smile. Make them feel good all the time. Listen to

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“

The most time we spend on the phone is with new enquiries. We never rush that process — Scott Balanda.

what they’re actually asking — how they’re saying it, what their concerns and issues are — do everything you can to help them.

“The most time we spend on the phone is with new enquiries. We never rush that process. We don’t run by a script. You should be tailoring your conversation with them to suit the prospective storer and their needs.”

 Looking ahead

The Balandas and Seymours have purchased another site nearby to provide

extra unit space to suit the local market.

“We’re building a satellite site and have bought another storage site. As we try to build our facilities to the highest possible standards, just a renovation of the buildings on that site would not work, so the decision was made to start from the ground up to construct a facility to suit the brand name. It’s just 800 metres down the road from Pinter Drive. We couldn’t add any more units at Southport Central without significant infrastructure in parking and fire requirements,” said Scott.

He and Helen have advice born of a decade’s experience in storage for novice facility operators.

“Do your homework, then do it again, and then do it again,” advised Chris.

”

“It takes a lot more than a building. Know your market, know your competition.

If you don’t know a lot about storage, go with a brand that mentors you and provides support.”

“Find a mentor out of your region (so you aren’t competitors), and pick their brains,” said Helen. “Never think you know it all. There are always new ideas to be discovered when you visit sites in other states and other countries. We never miss the opportunity while we’re on holidays to visit other brands and operators, and they are always very willing to show us around.” n

Storage King Southport Central 16 Pinter Dr, Southport QLD 4215 (07) 5528 0500 www.storageking.com.au/southport/

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IT Feature

THERE’S AN

APP FOR THAT

Apps can make labour intensive activities at a selfstorage facility much more efficient, but you need to do your homework first.

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utomation is increasingly a part of everyone’s lives, and for the most part, has been a boon for people leading busy lives.

For most people, visiting a bank branch is a thing of the past — nearly every banking transaction now occurs online or in a “hole in the wall”.

Many government and council transactions also happen online, and of course internet shopping is growing exponentially.

So too is the self-storage industry migrating to an automated model that

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relies on technology to handle many of the daily activities of running a facility.

Searching for and booking a storage unit online, paying for it by credit card and keeping an email record of the transaction is virtually universal now.

But according to Ben Parsad, general manager at PTI Australia, security is the primary motivation for investing in automation technology.

“In short, it’s what runs the facility,” he told Insider. “It’s the mechanics behind access to the site. If there’s an issue with access then there is a problem for the business, but it can take just a few seconds to fix the issue.

“Security automation now covers access control, and monitoring everything at the

“

facility from anywhere in the world. Going back seven or ten years ago, the only way a manager could monitor a facility was to use a computer, with remote facility software and cameras to monitor it, with a back-to-base alert system.

“The security company would then call and tell the manager that something was happening on the site. If the facility didn’t have that kind of system the manager had to drive to the facility and check it physically — when they find out something has happened,” he said.

Many large storage companies now have fully automated sites, considered a valueadd for customers for their security and ease of using the site’s facilities.

Apple has released all sorts of apps, and that basic idea has driven technology to migrate towards handhelds to utilise technology in day-today operations.

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 Mobile automation takes hold

One of the most significant developments in the past decade has been the evolution (or perhaps more accurately, revolution) of hand held devices, especially mobile phones.

Their extraordinary growth in numbers and capability has changed the world we live in.

For many, the mobile phone is an essential component of everyday life for communication, business activities, financial transactions, keeping records and monitoring the world at large.

“Along with everything else, self-storage technology is now moving to handheld devices like mobiles,” said Ben. “Apple has released all sorts of apps, and that basic idea has driven technology to migrate towards handhelds to utilise technology in day-to-day operations.”

Storage operators were quick to see the benefits of mobile technology applications, and most have, or are, implementing them in their operations.

How far have we come with apps?

“Very far,” said Ben. “With apps, we see the ability to inspect the property in the palm of your hands. With a few clicks you can see what’s happening on site, you can see who’s there, if there’s a customer who needs a hand, and you can help them.

“That’s where we’re driving this, so that customers get all the ‘bells and whistles’, even though there’s no staff on site to assist them.”

Ben suggested that a major reason for using apps in self-storage is efficiency, but safety also plays an important role.

“Many operations, for instance, would not allow staff, male or female, to go to the site at night due to safety concerns. They can instead use an app to analyse everything and make a decision to call the police or take another course of action,” he said.

Sites have varying degrees of automation, depending on the owners’ predilection for technology. It can be a manned site with managers and staff, with perhaps a keypad at the gate, or they can be fully automated, with keypad access for customers, fully automated lighting control for every zone in the facility, alarm disarming capabilities for the customer’s unit, and automated entry to the unit.

In some instances, facilities have given management of the facility to a real estate agent, so the site is unmanned and run by remote.

Customers are processed online or at the agency office, given PINs, they pay their bills at the office or online by credit card, and gain access to a unit on site.

And all this can happen in a few minutes.

 Why use an app?

Of course the first question for facility operators is cost benefit. There are extra investment costs in high automation for a complete site. These costs must be carried through to storage fees.

Does a customer wish to spend a little more for what could be considered a more secure and professionally run site, or would they prefer to save some money and use a site reliant on a time honoured mechanical lock and key system? Do they still want personal service at a storage site?

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Facilities can save on power through using LED lighting or low voltage lights, which can easily be integrated into a security system.

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According to Ben, the majority of storage customers are now looking for the kind of facility that can offer automated security, and the latest technology to ensure that their storage experience is easy to arrange, simple to access, yet tightly secured.

In his opinion, in the vast majority of cases customers are prepared to pay a little more for that convenience and peace of mind.

But that is not necessarily universal, said Ben. In regional or country areas, security is less of a concern, often because of familiarity with the business owners and the local community. In large urban areas, tight security is a much higher priority, with personal service less so.

 Where to from here?

Energy saving technology is one of the next areas of new development, predicts Ben. “Facilities can save on power through using LED lighting or low voltage lights, which can easily be integrated into a security system,” he said.

Ben Parsad also pointed to customer focused apps on mobile phones which they can press when approaching the facility to open security gates, log them in, turn on lights and open their unit.

These apps can also be responsive to customer concerns. They can alert customers to the fact that their PIN has been used, or their unit has been entered, and appropriate action can be taken immediately.

Records can also be meticulously maintained for tracking activities at their unit.

Governments and councils can take advantage of these automated records to track traffic in an area, the movement of people and materials, and more.

There’s no doubt that technology in self-storage will only accelerate from here, and if used judiciously will provide greater customer convenience and higher profits for self-storage businesses.

Perhaps the only real drawback will be the loss of personal service and customer interaction that will inevitably follow.

The industry will have to decide which is more important. n

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Outside the Box

Her Majesty Queen Elizabeth is introduced to Jim and Barbara Morgan at a ceremony at Buckingham Palace to recognise their lifelong contribution to Victorian lifesaving.

Royal Recognition

FOR BARBARA AND JIM MORGAN OF JIM’S SELF STORAGE Barbara and Jim Morgan’s lifelong service to the community has been rewarded with a citation from the Queen.

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wners and directors of Jim’s Self Storage in Williamstown, Victoria, James (Jim) and Barbara Morgan, were recently honoured by Her Majesty Queen Elizabeth II at a function at Buckingham Palace.

For their lifelong service to lifesaving, Barbara and Jim Morgan received Certificates of Merit and were presented to Her Majesty at the ceremony.

A total of 125 people from around the Commonwealth received awards. Of these, 27 are Australian.

In the application for his Certificate of Merit by the South Melbourne Lifesaving Club for Royal Lifesaving Society – Australia, it was noted that “James has made significant contributions over the past 40 years as a member of South Melbourne Lifesaving Club and the RLSSA movement.

In particular, through his role as the Club president, James has led the club to many

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achievements and successes in maintaining good patrol practices, enhancing and developing skills for competition and furthering the goals and objectives of the Society. James was at the forefront of the Club’s first successes in IRB competition both at state and national level.

“James continues to serve the club as an official on the beach and the pool at state, national and international [world lifesaving championships] level, including the 2013 Commonwealth Championships in Canberra and the 2014/15 Australian Pool Lifesaving Championships. Jim contributes his expertise to the South Melbourne lifesaving club in the areas of beach events and pool lifesaving.”

Jim’s wife Barbara has been an outstanding community worker for many years, and was awarded an OAM several years ago.

Her application for a Certificate of Merit

by RLSSAV states that, “as a life member

of RLSSAV and RLSS Commonwealth, Barbara has made significant contributions over the past 40 years as a member of South Melbourne Lifesaving Club [SMLSC] and the RLSSA movement. Barbara has been involved at all levels of the sport of pool lifesaving [and open water] at a club and state level. This has included the administration of the SMLSC, patrolling activities and in skill development and enhancement. Barbara is an internationally recognised official and has worked at all levels, including chief referee, and as a mentor to new and emerging officials.”

Their son Ivor, manager at Jim’s Self Storage, told Insider magazine, “I am very proud of Mum and Dad for their lifetime of service to lifesaving. They have been exceptional role models with all the voluntary work they do, and it is great that they have been recognised for this.”

Congratulations Barbara and Jim! n

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Inside Finance Ancillary Services

TICKING THE

RIGHT BOXES

There is a steady revenue stream available to selfstorage facilities who offer the right products for their customers — a way to pack their goods.

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elf-storage facilities are geared around selling storage unit space.

That is the core of their business, and their primary concern is always to keep the units occupied. What do you do, though, if you are already getting the most out of your units? How do you increase your revenue?

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Building new revenue streams in a business based on space can be a headache for facility operators if a little lateral thinking isn’t applied.

The most obvious opportunity comes from supplying more unit space, but for many operators that isn’t a viable option.

Providing trucks, vans, lifts and other machinery for rental is a regular choice among operators, giving customers new options in their choice of facility, but these can also be very expensive to purchase and maintain.

There is another very cost-effective revenue opportunity for those businesses wanting to diversify their offerings and provide a more comprehensive range of solutions to potential customers.

 Understanding new demands

With a shift in demographics, especially in large cities, as the styles of domicile change to accommodate more people in increasingly crowded areas, it’s a natural fit

for self-storage facilities to provide a range of solutions to people looking to solve some basic challenges in their hectic lives.

Space in cities like Sydney and Melbourne is at a premium, but other urban centres are undergoing the same concentration of people into smaller, more tightly packed spaces. According to those who sell it, smaller living spaces are what most of the population are after.

There are many contributing factors, but social change is driving much of it, says Joel Shulkin, strategic marketing manager at Visy Boxes and More.

“I think what we’re seeing is a demographic shift. Nowadays people are getting married much later and having their families much later. They’re used to living in smaller premises, such as a flat or apartment or townhouse, so depending on the demographic, you have people who are consuming products differently.

That’s where the shift is — people in smaller

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spaces demanding more or extra storage capacity,” he told Insider.

The opportunity here is to sell smart packaging solutions.

 Business in a box

Most self-storage facilities provide some packaging merchandise, making sales from walk-in customers and others preparing to move house.

But selling boxes can fill much more than the petty cash tin for smart facility operators. Those who see only hassles and little return for selling boxes are very likely tackling this opportunity in completely the wrong way, said Shulkin.

Storage King Southport, which sells a comprehensive range of box and packaging products in its reception area, sees a boost in revenue of about six per cent, according to director Scott Balanda.

“It meets our clients’ needs,” he said. “We carry quite a big range of products, and it’s certainly a worthwhile exercise for an additional income. But it is mostly a service we provide for our customers.”

Some operators shoot themselves in the foot by providing a lacklustre service and a desultory range of products that often fail to sell because they’re not what customers are looking for.

Added Shulkin, “We provide self-storage facilities with a huge range of products, from corrugated boxes through to consumables such as bubble wrap, paper, adhesive tape, stretch wrap, knives — all sorts of things to help people to move or store.”

ground up, and see what’s going on around the world to help businesses do it better.”

 Art of the sale

Providing a comprehensive range of packaging products for sale is where it starts, but far from where it ends.

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Building new revenue streams in a business based on empty space can provide some headaches for facility operators if a little lateral thinking isn’t applied.

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Visy Boxes & More has enjoyed tremendous business with the selfstorage industry for many years supplying packaging products, but more recently the company has shifted focus to what Joel Shulkin calls “solutions provision”.

“We’ve been doing that for a few years now. The more new ideas we come up with — not just products but ideas for them to do their business better — the better we and the storage industry can serve their customers.

We develop products and ideas from the

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

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Customers — even those looking for something as prosaic as a few boxes — want a satisfying retail experience. That means having a choice of products from which to choose in a pleasant environment, with advice and information available to help them make a decision. By removing any or all of those parameters, the experience is marred, and the sale is easily lost.

“There is an opportunity to merchandise the products we sell to facilities so they can provide a shopping experience for

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PLEASE CONTACT STEEL STORAGE TODAY WITH ANY ENQUIRIES

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Ancillary Services

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Stocking a wide range of packaging products, all the ancillaries to go with them, setting them out attractively in a storefront presentation and ensuring staff are conversant with the sales strategy and product range can come to nought if nobody knows about it.

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customers looking for moving products in a retail marketplace. You’ve got to be clever, you’ve got to offer something that’s inviting and interesting, just like any other retail outlet,” said Joel Shulkin.

“Customers need to have a positive shopping experience. It’s about maximising their opportunity, making it easy for customers to shop at your store by displaying products properly and attractively, and providing expert advice.”

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 Would you like tape with that?

Salesmanship can be problematic for those facilities not profiting from sales. It can boil down to the old McDonald’s sales cliché of asking, “would you like tape with those boxes, or bubble wrap?”.

A number of facilities provide “moving packs”, making it easier for customers to buy boxes, packaging, tape, bubble wrap and other necessary items to accommodate their particular needs.

“Many customers don’t know what they need to move, so providing the right products and the right advice helps them,” said Joel Shulkin.

Some facilities miss what might otherwise be easy sales by not providing or neglecting to sell all of a mover’s needs. That may be the result of a lack of education for employees or poor managerial skills in inculcating in employees the importance of the value of the facility’s retail section.

 Tell them all about it

Stocking a wide range of packaging products, all the ancillaries to go with them, setting them out attractively in a storefront presentation and ensuring staff are conversant with the sales strategy and product range can come to nought if nobody knows about it.

Marketing to prospective customers is vitally important to let the world know they’re available, drive customer interest, and to entice them in.

“Some of the larger operators market themselves through traditional media channels like television and radio through to sponsorships, but now use online channels, so to distinguish a self-storage facility it needs top of mind awareness,” said Joel Shulkin. “Now, Google plays a critical role in staying in the front line of popular recognition.”

Television and radio advertising, and mass mailouts may not be viable for most facilities, or indeed even advisable, but there are many clever social media strategies available to those businesses with limited marketing budgets, along with simple ploys such as road signage, storefront advertising, and marketing campaigns in local social centres.

By building a retail packaging solution, with the right products and accessories in a conducive sales environment, coupled with carefully structured marketing and good old fashioned customer service, a profitable revenue stream can propel the business performance of many storage facilities. n

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DURING CONSTRUCTION

AFTER

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

|

Engineering

Storage Unit Construction

|

|

Permits

Building Conversions

|

Building Structures

|

Turn Key Solutions

CONTACT:

info@regisbuilt.com.au 1300 388 224

regisbuilt.com.au

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New Service Member Profile

WEB ID OFFERS SMART MONITORING OF STORAGE UNITS Intelligent monitoring solutions are vitally important for self-storage facilities to provide the security and environmental stability required by customers.

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eb ID Pty Ltd is an Australian company which develops real-time, web-based wireless temperature and smart environment monitoring solutions to monitor important assets and entities efficiently.

The company’s wireless temperature monitoring solutions produce labour cost savings to clients, and offer accurate temperature records for compliance reporting.

“We are pleased to be a member of the SSAA, and are already providing solutions to key members in wine storage monitoring, with further development taking place in wireless proactive rodent detection,” said managing director Ian Bland.

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“From our head office in Bundoora, Victoria, we utilise an extensive dealer network throughout Australia and New Zealand to provide monitoring solutions on budget and on time.”

The WEB ID sensors can monitor a range of factors such as temperature, movement, humidity, water presence and much more.

The sensors communicate wirelessly with a web hosted platform that records all the readings and provides immediate alerts via email or SMS if an issue has been detected.

The online platform can generate reports so that operators can see if temperature control systems are working effectively, if rodents are moving around the facility or particular areas have drainage issues, just to name a few of the many solutions.

The range of sensors is extensive, covering temperature, humidity, door open/close, refrigerant gas leak, water presence, motion and asset security. The whole solution runs on a website hosted server to give operators the freedom to monitor and manage their sensors and alerts anywhere there is an internet connection, with no software required.

“We provide you with total end-to-end plug and play solutions through our distribution network, which can include onsite installation, online assistance, training, ongoing technical support and service to ensure complete customer satisfaction,” said Ian Bland. “The wireless nature of the solution and small footprint sensors allow for a very non-invasive installation that will not disrupt your business operations.

“There are so many other solutions that the self-storage industry can benefit from using this technology, and we are currently working with SSAA members to introduce another level of facility and environmental management.” n

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SSAA OWNERS SUMMIT

Queenstown, New Zealand 28th - 31st August 2017

SCALING NEW HEIGHTS 2017 SSAA Owners Summit You’re invited to the SSAA Owners Summit for 2017 The SSAA 2017 Owners Summit is a 3 day event designed to equip Self Storage Facility Owners with the skills and business knowledge to succeed in 2017 and beyond.

We are assembling quality speakers with expertise in finance, business management, succession transition, team management and much more. This is a unique opportunity only offered to members once every two years and will be held in New Zealand’s stunning township of Queenstown.

When: Tuesday 28th to Thursday 31st of August 2017 Where: Heritage Hotel, Queenstown, New Zealand Register: To register for our biennial summit please visit our website at www.selfstorage.org.au/2017-owners-summit

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IT Feature

NO HANDS

ON DECK

Self-storage facilities with no staff on hand will be a reality in the near future. In fact, they’re already here.

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There’s no surprise that selfstorage is taking on new technology to make the process of renting space easier and more convenient for customers, and at the same time initiating a more efficient operation for business owners.

But that technology has already reached what might be considered its zenith with the advent, and rapid acceptance, of kiosks, or fully automated machines to do all the tasks now usually done by staff.

It’s an accepted practice in the USA now, where OpenTech Alliance has developed

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and sold what it calls Insomniac Kiosks, or storage ATMs, that can handle every aspect of renting storage space to customers. The firm has hundreds of customers in the USA already, and it has distributors in this region to market and sell its technology.

According to the company and its technology users, there are obvious benefits from using kiosk technology, including 24/7 service available to customers with quick and easy transactions, reduced staff requirements, automatic digital records of all transactions, and the ability to stay distant from the site when operators wish.

Kiosks are available in different models, depending on the level of automation required for printing, fingerprint security scanning, driver’s licence scanning, keyboards and cash dispensers.

The sale pitch revolves around the convenience to customers, who are already adept at banking ATM processes. By using the latest technology available, storage operators enable more customers to rent space, make payments and complete

transactions when it’s most convenient for them. By providing real customer convenience the kiosk helps increase occupancy and brand loyalty.

 Right here, right now

OpenTech Alliance has software partnerships with SiteLink and Storman, and PTI Australasia is an international distributor of OpenTech’s Insomniac Kiosks.

Michael Dogger, general manager at SiteLink International, told Insider, “With over 1,000 installations worldwide, SiteLink is the largest integrator with OpenTech. We

“

I think eventually this kind of technology will become part of the industry — Ben Parsad.

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“

With continual pressure on new ways for customers to interact with selfstorage businesses, kiosks have the ability to deliver after-hours information and the ability to pay and rent storage on site when the office is closed — Michael Dogger.

were one of the first, if not the first, to integrate our software with them. SiteLink and Insomniac Kiosks are a natural fit, with industry co-operation via our API tool. This tool connects SiteLink and the Insomniac Kiosk. In Australia SiteLink integrates with the Insomniac Kiosk, and our staff were instrumental in assisting Insomniac with technical matters for the Storage King Helensvale installation.”

According to PTI Australasia’s general manager, Ben Parsad, Australia has two installed Insomniac Kiosks — one in Queensland and another in New South Wales — and Auckland New Zealand has another.

More will be installed soon.

“Insomniac Kiosks bring a fully unmanned site to reality. That is what’s coming to self-storage,” said Ben Parsad. “Self-storage operators have labour costs and other overheads. A kiosk has a single one-up cost and after that it pays back.

“Some operators open five days a week manned, but then they leave it for the weekend and their investment in a kiosk operates it over the weekend. They are running at full steam, not losing customers, and saving on labour and not having to be present. It also helps with customers wanting to book a unit or pay bills out of hours.”

According to Storman, when integrated with its software, Insomniac Kiosks can apply payments immediately, update inventory automatically and provide immediate reports. They can maintain stringent security and gate policies and run the business as required.

There are currently three Insomniac Kiosk models available in Australia and New Zealand — the Insomniac 900, 700 and 500.

Rent A Space, in operation for nearly 40 years, is a 100% Australian owned business with 12 self-storage sites around Sydney. Rent a Space Bexley opened Australia’s first insomniac kiosk in April 2014, and was followed not long after by another operator in Queensland.

Rent a Space sales manager Mathew Woodhouse said in a company statement, “It has provided customers with another payment option, especially during peak move-in periods. The automated move-in process means customers needing on-demand storage outside of office hours have the flexibility to rent their space at a time convenient to them before or after work.”

Ben Parsad agrees that this kind of technology offers solutions in flexibility and efficiency.

“This technology, if used correctly, will help operators to solve problems. There are two types of customers — one is an existing customer who wants to pay his or her bills, and the other is a new customer. The existing customer doesn’t want to take half an hour to pay his bill — doing it by machine is quicker and easier now for most people. The new customer wants to find out about their options, sign an agreement and move in.”

 The change is coming

Ben Parsad is confident kiosks will be an integral part of the way the self-storage industry is run, and need not pose a threat to current businesses if they are open to new technology.

“I think eventually this kind of technology will become part of the industry,” he said. “We have three installations at the moment, and we have a few in Asia, in Singapore. Eventually everyone will see it as a service, and it will slowly be implemented.”

He pointed to the acceptance of the concept in the USA, where it is now widespread.

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“One of the biggest storage companies in America has gone fully automated. It’s a lot bigger in America, where the market is educated about it now. It takes a while, but it’s second nature now for them.”

Michael Dogger of SiteLink International commented, “It’s early days for the kiosk here in Australia. With continual pressure on new ways for customers to interact with self-storage businesses, kiosks have the ability to deliver after-hours information and the ability to pay and rent storage on site when the office is closed.

“In certain locations this is a bonus, and for some sites could really add value to their business. Staff need to embrace the technology and use it to assist them. Some see it as a threat to their jobs, but the reality is that it’s an adjunct tool to assist the facility, especially those that are small. The Insomniac Kiosk can work for small sites, giving them the admin they can’t afford because of size.”

Ben Parsad added, “I believe that kiosks will become second nature for sites here. Everyone will see it as the future, like ATMs and self-serve checkouts at supermarkets.

“Young people are technology focused. If it doesn’t work by app they ask, why not? It’s the future.” n

Malcolm Collins FAPI MPINZ

Collins & Associates undertakes valuations, demand studies, operational and benchmarking reviews and property research using over 20 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 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.

Valua�ons | Self Storage | Property Consultancy m: +61 412 476 554 or p: +61 3 8456 5134 Level 1 / 141 Capel Street North Melbourne Vic 3051 ABN 96 940 964 372 e: malcolm@malcolmcollins.com www.malcolmcollins.com

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Members Legal Forum

fees

INCREASING In this edition SSAA legal advisor Simone Hill considers the perennial issue of storage fee increases.

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here are numerous factors that facilities must ensure they get right, both at sign-up and during the life of the agreement, if they hope to increase fees legally.

We all know that many storers stay with us for long periods of time — usually much longer than the storer initially anticipated. It would be financially unviable for a facility to leave the rate the storer pays for their space at the same level for the whole of a lengthy storage relationship. But is it legal for a facility to increase the fee the storer is paying, and how can they do it?

 Getting the basics right — the agreement

For a storage facility to be able to increase storage fees during the storage period, there must be a clause in the storage agreement enabling the increase to occur.

All the SSAA’s agreements include a right to increase the storage fee from time to time. However, the wording of this clause has been altered over the years to keep it in line with legislative changes, so it is imperative that member facilities check that they are using the most up-to-date version of the SSAA’s agreement.

The current Standard Agreement includes the right to increase fees after a period of notice has been given. Future versions of the Storage Agreements — due for release in the first half of 2017 — will include even more specific wording.

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 No increases during initial fixed period

When a storer signs up for storage, the length of the initial fixed period is recorded on the front of the contract. Generally this will be a month, but the term can be longer (or shorter).

Once this initial fixed period has concluded the storer is on what we call a “continuing” agreement. That is, they continue to store under the same terms and conditions until notice of termination is given by either the storer or the storage facility. The agreement has been drafted in such a way as to provide flexibility to facility members on this point, and each facility specifies on the front of the agreement the length of notice required at their facility. Hence the amount of notice required to terminate is specified on the front of the agreement and may vary from facility to facility.

You CANNOT increase the storage fee during this initial fixed period. It is only after the fixed period has passed and the storer is on a “continuing” agreement that you can increase their storage fees.

If you have an open ended agreement — that is, there is no “until date” or no end date for the initial fixed storage period — there is an argument that you may not be able to increase the storage fee. Make sure you put an end date on each contract!

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It is only after the fixed period has passed and the storer is on a “continuing” agreement that you can increase their storage fees.

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You should allow the storer the option to terminate and move out without penalty before the rate increase if they object to the rate rise.

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 How do I increase fees?

You need to give one full account cycle plus two weeks’ notice to increase fees.

If you charge your storer monthly, then this will mean you need to give one month plus two weeks’ notice of the increase, or put more simply, six weeks’ notice. You should do this in writing.

When the storer has agreed to electronic only correspondence from the facility, you can send an email and SMS of the notice. When the storer has NOT consented to electronic correspondence only, it is considered best practice to send notice of a rate increase by registered/trackable mail.

You should allow the storer the option to terminate and move out without penalty before the rate increase if they object to the rate rise. This would mean, for example, if you usually require 21 days’ notice to terminate you would not penalise the storer for only giving five days’ notice before moving out.

 How much?

Any increase in storage fees must be reasonable. What is reasonable would take into consideration demand, vacancy levels, CPI, the tenant’s payment history, and so forth.

 Why can’t we change all fees?

Why only the storage fee?

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It is more important than ever to ensure that facility owners check for updates to the SSAA’s standard agreements and put those updates into use at their facility.

Warning! Boring lawyer talk ahead!

Current consumer laws target standard form contracts — our storage agreements are standard form contracts. This is because they are a “take it or leave it” contract — we do not negotiate individual terms with each storer.

There are onerous rules that apply to standard form contracts that do not apply to negotiated contracts. This includes an overarching “reasonable” requirement.

Furthermore, any ability to change a standard form contract term without the consent of the other party is automatically deemed an unconscionable clause under consumer laws. In our standard contracts, we enable ourselves to change the storage fee without the consent of the storer, which puts this clause into the “prima facie unconscionable” category.

We temper this argument with the following facts: • It is not reasonable to have a storer stay indefinitely with us and continue to pay the same rate they paid initially, particularly when that storer is with us for many years; • We only increase fees after giving generous notice of the increase, and allow the storer to move out without penalty before the increase takes place; and

”

• We cannot change any other fee — including late fees, cleaning fees etc. — over the life of the agreement.

We believe this ensures our right to change storage fees will not be interpreted as being unreasonable or unconscionable. However, it is important that members enforce rate rises in line with the guidelines set out here.

 Make sure your agreements are up to date

As an aside, recent changes to competition and consumer law in Australia and changes forthcoming in New Zealand mean it is more important than ever to ensure that facility owners check for updates to the SSAA’s standard agreements and put those updates into use at their facility.

The last update to the Standard Storage Agreement in Australia was released in April, 2015, and in New Zealand in March, 2016. If you have not updated the agreements you use to these latest versions, it is imperative that you do so without delay.

The previous Standard Agreement includes clauses which are at significant risk of being interpreted as breaching current consumer laws.

 In conclusion

You are entitled to increase storage fees as long as you are using the SSAA’s agreements and you follow the guidelines above.

And look out for updated Australian agreements, due for release in the first half of 2017! n Simone Hill BA (Hons) LLB, LLM, is the Legal Advisor to the Self-Storage Association of Australasia.

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Calendar of Events

SSAA CALENDAR OF

EVENTS 2017

February Legal Training

Networking Functions

9 16 28

9 14 16

Thursday, Launceston Thursday, Auckland Tuesday, Brisbane

Thursday, Launceston Tuesday, Christchurch Thursday, Auckland

March Legal Training

Networking Functions

2 16

16

Thursday, Perth Thursday, Adelaide

May

Conference Event 4-5

Staff in Storage Retreat, Sydney

Thursday, Adelaide

Networking Functions 30

Tuesday, Cairns

Legal Training 30

Tuesday, Cairns

June Legal Training 1

Thursday, Darwin

Networking Functions 1

Thursday, Darwin

August Conference Event 28-31 Owners’ Summit, Queenstown

October Legal Training 19

Thursday, Sydney

November Legal Training 30

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Thursday, Melbourne

Networking Functions 19

Thursday, Sydney

Networking Functions 2 16 30

Thursday, Perth Thursday, Brisbane Thursday, Melbourne

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TRADE

DIRECTORY Design & Construction Services & Suppliers  Storco Storage Systems

Jonathan Layton 2 Strathgrove Way, Orange NSW 2800 T: 02 6391 2800 E: info@storco.com.au W: www.storco.com.au  Universal Storage Containers (USC) Peter Nemiroff E: peter@universalstoragecontainers.com Shay Mcquade T: 0438 256 541 E: shay.mcquade@universalstoragecontainers.com W: www.universalstoragecontainers.com  ACR Roofing Christian Wright T: 03 9555 0955 E: christian@acrroofing.com.au, W: www.acrroofing.com.au  B & D Australia James Tyson T: 07 3883 0248 M: 0417 792 636 E: james.tyson@bnd.com.au W: www.bnd.com.au  Bridgmond Projects Pty Ltd Mark Venz T: 0438 072659 E: info@bridgmond.com.au W: www.bridgmond.com.au  Corporate Construction Group Matthew Moulsdale Suite 101, 84 Pitt St, Sydney NSW 2000 T: +61 2 9231 3691 E: admin@corporateconstruction.com.au W: www.corporateconstruction.com.au  G&M Stor-More Michael Watson T: 02 4733 5048 E: michael@gmstormore.com.au W: www.gmstormore.com.au  Gliderol Garage Doors Tom Ainscough T: 08 8360 0000 E: tainscough@gliderol.com.au W: www.gliderol.com.au  Havener Enterprises Alan White T: 815 935 8383 E: alan@havenerent.com W: www.portablestoragebox.com  KiwiMark Construction T: 07 576 5494 F: 07 576 5491 E: travis@kiwimark.net.nz W: www.kiwimark.net.nz

Trusted suppliers to the self-storage industry.

 Regisbuilt

M: 0423 083 321 T: 1300 388 224 E: anthony@regisconstruction.com.au W: www.regisconstruction.com.au  Rodger Giles Builders Trent Giles M: 0418 745 540 T: 07 3271 3522 E: admin@rodgergiles.com.au W: www.rodgergiles.com.au  Safetech Tony Krlevski T: +61 3 5127 4566 E: sales@stsap.com.au W: www.safetechtieman.com.au  Southwell Lifts and Hoists David Head T: 02 4655 7007 E: sales@southwell.com.au W: www.southwell.com.au  Steel Storage Group T: +61 7 3865 1600 E: sales@steelstorage.com.au W: www.steelstorage.com.au  Taurean Door Systems Sean Marceddo T: 03 9721 8366 M: 0409 489 881 E: Sean.Marceddo@taureands.com.au

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

Valuations, Finance & Assorted Professional Consultants  Aon Risk Services T: +61 2 9253 7000 W: www.aon.com.au/storage AON Risk Services NZ Jeffery Nathan T: +64 9 362 9535 E: jeffery.nathan@aon.com W: www.aon.co.nz

 Collins & Associates

Malcolm Collins T: 03 8456 5134 E: malcolm@malcolmcollins.com W: www.malcolmcollins.com

 GSA Insurance Brokers

Carlo Gentili T: +61 2 8274 8130 E: carlog@gsaib.com.au  Highway Frontage Specialist Estate Agents Matt Walsh T: 1300 661 950 +61 3 9944 9350 E: matt@highwayfrontage.com.au W: www.selfstoragerealestate.com.au  Landmark White Pty Ltd Peter Roberts T: 07 3226 0000 E: peter.roberts@lmw.com.au  M3 Property Strategists Mitchell Bernoth T: 07 3620 7900 E: mitchell.bernoth@m3property.com.au Ross Perkins T: 07 3620 7901 E: ross.perkins@m3property.com.au  Midland Insurance Brokers Gilda Mihran T: 1300 306 571 E: storage@midlandinsurance.com.au W: www.midlandinsurance.com.au  Robertson & Robertson 1/8 Reliance Drive, Tuggerah, NSW, 2259 T: +61 2 4351 2200  Urbis David Blackwell Direct: 02 8233 7627 M: 0409 771 310 Office: 02 8233 9900 E: dblackwell@urbis.com.au W: www.urbis.com.au  Wallace McLean Simon Keenan T: +64 9-358 7233 E: simon@wallacemclean.co.nz W: www.wallacemclean.co.nz

Ancillary Services  Visy Boxes & More

T: 03 9554 5600 E: vbm_vic@visy.com.au W: visyboxesandmore.com.au Branches across Australia and New Zealand.

Please check that your details are correct on these pages as it is an important listing for customers to be able to contact you.

If you need to add or amend any details please send an email to admin@selfstorage.com.au

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Trade Directory

 Betta Storage Containers

Grant Bryant T: 02 9999 0150 E: mark@bettastorage.com.au W: www.bettastorage.com.au  Ezidebit T: 07 3124 5500 E: sales@ezidebit.com.au W: www.ezidebit.com  Homestead Press Joe Barbaro T: 02 6299 4500 E: printing@homesteadpress.com.au  iBidon Storage Grant McNamee T: 0410 445 933 E: info@ibidon.com.au W: www.ibidon.com.au  Jetta Excess Baggage Rosemary Ferguson T: 03 9335 2588 E: sales@jetta.com.au W: www.jettaexcessbaggage.com.au  Lock Distributors Australia Karen Crook T: 1800 28 77 24 E: service@lockdistributors.com.au W: www.lockdistributors.com.au  Magazines byDesign Linda Gunek T: 02 8883 5890 E: linda@bydesigngraphics.com.au W: www.bydesigngraphics.com.au  Makinex Construction Products 15 Waltham Street Artarmon, NSW, 2064 T: +61 1300 795 953  MiniMovers T: 07 3892 4000 E: admin@minimovers.com.au E: marketing@minimovers.com.au W: www.minimovers.com.au

 National Energy Solutions Pty Ltd

Level 1, 73A Rupert Street Collingwood, VIC, 3066, Australia T: +61 3 8609 9276  Royal Wolf Trading Craig Baker T: 02 9482 3466 E: removals@royalwolf.com.au W: www.royalwolf.com.au  Sweepers Australia Michelle Maxwell & Vaughan Rose T: 03 9562 7533 E: michelle@sweepersaustralia.com.au W: www.sweepersaustralia.com.au  Transcorp Removals John Christoforidis T: 1300 466 838 (Toll Free) E: enquiries@transcorpaustralia.com.au W: www.melbourne-removalist.com.au  Web ID Pty Ltd Ian Bland Unit 6, 9 Mirra Court, Bundoora, VIC, 3083 T: +61 3 9470 8420

Software & Security  Storman Australia Andy Pudmensky T: 07 3319 1522 E: sales@storman.com W: www.storman.com  Storman New Zealand Andy Pudmensky T: 09 280 3393 E: sales@storman.com W: www.storman.com  AD-TECH Security Adrian Rostirolla T: 1300 30 60 90 E: sales@ad-tech.com.au W: www.ad-tech.com.au

 AlarmQuip Security Systems

Evan Richardson T: 07 5492 3242 E: evan@alarmquip.com.au W: www.alarmquip.com.au  Centreforce Technology Group Pty Ltd Dallas Dogger T: 07 3889 9822 E: sales@centreforceit.com.au SiteLink Software: www.sitelinksoftware.com.au R6 Web Sites: www.r6web.com.au District Manager revenue enhancement software: www.qstrom.com  PTI Australasia Pty Ltd Ben Parsad T: 07 3216 5524 E: sales@ptiaustralasia.com W: www.pti.com.au  Que Access Pty Ltd Ashley Hooper T: 0488 279 918 E: ashley@queaccess.com.au  Sentinel Australia Jason Keane T: +61 99882035 1300 852 117 E: jason@storagesecurity.com.au W: www.storagesecurity.com.au

Would you like to be listed on this page? Then become a SSAA Service Member.

The Self Storage Association of Australasia has been looking after the interests of the 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 it’s members.

As a Service Member of the SSAA you could have the opportunity to build relationships within the industry through the various mediums and networking opportunities that the SSAA has available. You also have a unique opportunity to market your products and services directly to the industry through a number of opportunities that we have exclusively for our Service Members.

In addition, you will receive all the information, publications, invitations and other correspondence that all members of the association receive, which will help you keep abreast of industry issues and ensure you have the most up-to-date information when dealing with the self-storage industry.

As a service member you also have board representation. This ensures that you also have a say in the strategic direction of the association and the industry, you have the right to vote, nominate or become this important industry representative.

For further information on how we can help make your service membership work for you, please call Craig McKenzie on +61 3 9466-9699 to obtain an application form.

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SSAA

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

Makala Castelli

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

Shaun Bain

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

Ryan Coom

National Mini Storage, New Zealand Ph: +64 9 920 5396 E: ryan.coom@nationalministorage.co.nz

Liz Davies

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

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Andrew Eastwood

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

Jason Keane

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

Ivor Morgan

Jim’s Self Storage, Victoria Ph: +61 3 9397 3438 E: ivor@jimsstorage.com.au

Sally Steel

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

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Inside SSAA

SSAA

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

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

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

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

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

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

LIFETIME

MEMBERS Mark Bateman Frank Cooney Liz Davies John Eastwood

Neville Kennard Bob Marsh Jim Miller Jon Perrins

Phil Robbie Mark Snooks

Your turn key solution for the complete design, construct and t out of your project We can look after your entire project from concept right through to occupation & signo

Design Construction - Construction Certiicate Documentation Occupation Certiicate - Private Certifying Authority - Vinyl - Air Conditioning Building Works - Carpet - CCTV - Data Works - Electrical Works - External Signage Fencing & Gates - Hoists - Painting - Hydraulic Works - Joinery - Reception Counter Roller Doors - Security Works - Steel Storage - Tiling

Suite 101, 84 Pitt Street, Sydney NSW 2000 e: admin@corporateconstruction.com.au

Ph: (02) 9252 4747 Fax: (02) 9252 4750

www.corporateconstruction.com.au

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Member Resources

MEMBER

RESOURCES

A

s part of SSAA membership members are provided with a wide range of resources to assist them in complying with relevant legislation, common law obligations and industry best practice. Many of these resources are located in the Manual of Advice and Procedures (MAP) which can be downloaded from our website (see Legal Resources).

To access the resources available visit www.selfstorage.org.au, log in to the members’ only section of our website (using your username and password), and head to the Resources page. For any log-in issues contact our office on + 61 3 9466 9699 or admin@selfstorage.com.au

 BUSINESS MANAGEMENT

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

 CHECKLISTS & LETTERS

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

 HR & IR RESOURCES

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

 IT & ONLINE RESOURCES

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

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 STORAGE AGREEMENTS  LEGAL RESOURCES

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

 MARKETING

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

 PUBLICATIONS

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

 SSAA RESOURCES

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

(also in MAP) • Standard Storage Agreement – Australia & New Zealand • Managed Storage Agreement – Australia & New Zealand • Mobile Storage Agreement – Australia & New Zealand • Truck Hire Agreement – New Zealand • Trailer Hire Agreement – New Zealand.

 OFFLINE RESOURCES

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

 COVENTIONS/SUMMITS

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

Disclaimer:

This magazine is intended to inform members of matters relevant to the industry in a general manner. It is not, however, to be used or relied upon as a substitute for professional advice.

Before acting on any advice, discussion or opinion contained herein, readers should seek specific professional advice. The Association, editors and writers are excluded from any liability for damage caused, that arises from acting in reliance on any opinion expressed herein. All rights reserved. © Self Storage Association of Australasia.

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2017

STAFF in

STORAGE

f

ia

la s

l Se

SYDNEY AUSTRALIA 4TH - 5TH MAY St or ra st ag u eA A ssociation of

The SSAA Staff in Storage Retreat You’re invited to the 2017 Staff in Storage Training and Development Retreat The SSAA is pleased to invite you to our second Staff in Storage Training and Development Retreat to be held at the Novotel Hotel in Sydney Central May 4th & 5th. Our two day, one night program is value packed with learning experiences to ensure your staff can bring their best to your business every day. Give staff the boost and skills they need to operate more efficiently and successfully.

When: Thursday 4th and Friday 5th of May 2017 Where: Novotel Hotel Sydney Central Register: To register to our biennial staff retreat please visit our website at www.selfstorage.org.au/2017-staff-storage-retreat

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New Members

NEW

MEMBERS New Facility Members Absolute Storage Ltd 25 Sunshine Avenue Te Rapa Hamilton Waikato, 3200, New Zealand Ph: +64 7 850 5500

Loftus Street Storage Bowral (Highlands Property) 4 Loftus Street Bowral, NSW, 2576 Australia Ph: 02 4861 0666

BVM Storage Units 4 Palmer Crescent Davenport, WA, 6230 Ph: (0448) 800 749

Mooroopna Self Storage 10 Rumbalara Road Mooroopna, VIC, 3629 Ph: (03) 5820 0024

Extra Space Wodonga 5 Queen Street Wodonga, VIC, 3690 Australia Ph: 0421 469 826

Store All Pty Ltd 6 White Place South Windsor, NSW, 2756 Australia Ph: 0414 847 057

Flametree Close Storage 16 Flametree Close Taree, NSW, 2430 Ph: (0401) 871 792

Storage Boxes.com.au 24 Ponzo Street Woree, QLD, 4868 Ph: (0438) 547 000

New Provisional Members Edinburgh Container Park Lot 20 Hartfoot Crescent Elizabeth West, SA, 5113 Australia Ph: 0406 103 991

Jervis Bay Storage 25 Erina Road Woollamia, NSW, 2540 Ph: (0418) 425 764

Swell Storage 2/4 Gross Street Carrington, NSW, 2294 Australia Ph: 0414 552 669

New Service Members Magazines by Design Suite 404, 33 Lexington Drive Bella Vista, NSW, 2153 Australia Ph: 02 8883 5890

Saurus Self Storage Solutions 25 Calista Crescent Bracken Ridge, QLD, 4017 Ph: (0418) 800 444

Code of Ethics 1. Members must promote the good image of the industry through ethical and honest advertising and business practices.

2. Members must maintain industry best practice standards as set by the Association.

3. Members must ensure that their business practices deter the conduct of criminal activities on site.

4. Members must comply with all relevant laws and regulations in regards to developing and operating a self-storage business.

5. Members must use a properly executed SSAA storage agreement or equivalent legal binding agreement with all Storers.

6. Members will avoid using practices that do not support environmental sustainability where practical alternatives exist.

7. Members will ensure that their workplace provides the maximum practical level of safety for employees, customers and other visitors to the site.

8. Members should ensure that staff are competent in their duties and complete appropriate training in best practice standards.

9. Members should treat all customers with respect.

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