Edition 96 - August 2017

Insider ISSUE96 AUG/SEPT17

SPECIAL PREVIEW

SPECIAL FEATURE

2017 Owners’ Summit — Full Speakers’ Program and More

Challenges Confront SelfStorage Disruptors — Sam Kennard

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IN THIS ISSUE...

24

4 Chairman’s Report

ANCILLARY SERVICES

6 From the CEO’s Desk

28 Growing Your Business in

8 Industry News 10 Calendar 11 Noticeboard 12 Flashback — The Store Age 1988 14 Out & About — Darwin and Cairns OWNERS’ SUMMIT 2017 16 Summit Preview 17 The Auction 18 Program of Speakers 20 Aiming for Business Success FEATURE 22 Challenges Confront Self-storage Disruptors COVER STORY

Containers NEW SERVICE MEMBER SPOTLIGHT 29 Improv Brings Tailored e-Billing To Storage NEW SERVICE MEMBER SPOTLIGHT 30 Trans Tasman Energy Group Understands Energy MEMBERS’ LEGAL FORUM 32 The Top Five Mistakes Staff Make … and How to Avoid Them INFORMATION 36 Trade Directory 38 Board Members

24 Meet the Simpsons —

39 SSAA Staff

A North Queensland facility is

40 Member Resources

truly a family business.

42 New Members

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

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

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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 All letters addressed to the magazine will be regarded as “for publication” unless clearly marked Not for Publication.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.

Insider Aug-Sept 2017

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Inside SSAA

CHAIRMAN’S REPORT  The ever changing face of the Association and its member base

Keith Edwards, Chairman, SSAA

With the number of facilities being purchased by current operators, the advent of REITS (Real Estate Investment Trust) into the market, and with new entrants coming into the industry, we are continuing to see a more rapid change to the face of the industry in Australasia.

It is important that association members, those on the Board and executive staff understand that the world is changing rapidly, and we need to be adaptable and ready to accept change.

Further to this, we need to understand why facilities owners resign or do not become members of the Association.

Understanding those reasons is very important for us, going forward. It is no longer enough for the value of the legal contract and the MAP to be able to encourage membership.

One could argue that from an objective point of view they should be, but we are dealing with both emotional and subjective points of view. Historically they have been, and the Association has relied on these to encourage membership.

We are now in a time of rapid change and the Association is changing to meet these challenges.

The executive and the board are well aware of these challenges for the industry. In the first instance, there has been the introduction of ancillary income streams, principally utilising our valued service members. Many members are now selling locks supplied by Lock Distributors, and/or packaging and cardboard boxes from Visy Boxes and More.

“

It is important that association members, those on the Board and executive staff understand that the world is changing rapidly.

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.

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Insider Aug-Sept 2017

”

These services were able to be extended last year with the introduction of the Customer Goods Insurance throughout Australasia with the assistance of AON, Midland Insurance and Wallace McLean.

It is with the continued and increasing use and support of all service members that enables the Association to grow, and for us to be able to adapt our businesses to constant change.

The Association endeavours to be fully inclusive, and is always looking for other areas in which there are benefits to be accrued to members by adding value and/or efficiencies. The SSAA is striving to find ways for savings, benefits and quality service for the members, even for their day-to-day operations, as well as for renovations, repairs and maintenance, extensions and new builds.

With this in mind, the Association is presently in discussions with two major Australasian companies to assist with the objectives of saving money and providing extra benefits for our members, and thereby adding further benefit to being a member of the SSAA. With the work being done to provide these benefits, together with the organisation required for the upcoming Summit in Queenstown, the executive office is buzzing.

We will be excited to reveal these new developments and the new Service Members at the Summit in Queenstown. They will be able to provide real benefits to members. One is of a more practical nature, while the other is more of a “special” nature.

Looking forward to seeing you all in Queenstown. n

Inside SSAA

From the CEO’s desk

A

nother financial year has wrapped up and the SSAA office is like all other workplaces now — busy with issuing annual payment summaries, filing BAS returns, completing tax returns and preparing for the annual audit.

During these tasks we have added the final touches to the website prior to launch, wrapped up preparations for the 2017 Owners’ Summit, negotiated venues for the 2018 and 2019 annual conferences, organised the AGM and conducted an election to fill the two vacancies on the Board.

The AGM was incorporated into the Annual Convention last year for the first time in many years. This was a deliberate move to allow a greater number of members to attend the meeting without the extra expense of a standalone AGM later in the year.

Sally Steel (Wilson Storage) and Andrew Eastwood (U-Store-It) have completed their first term of two years. Sally is retiring as she no longer works in the membership category that she represents. Andrew is eligible to renominate for the Large Operator category.

The election will be held via electronic vote, and the results will be known by 17/8/17.

The Awards for Excellence winners will be announced during the Gala Awards presentations at the culmination of the Owners’ Summit 2017.

This year has seen the introduction of another category – New Facility of the Year.

This award was specifically designed for the more experienced operators to highlight a newly constructed facility that has been completed during the previous 12 months.

The award is proudly sponsored by our new service member, Colliers International

Holdings (Aust) Ltd. Good luck to all nominees, we wish you every success.

The recently launched website has brought together all the staff to deliver a quality product. It is a big challenge to deliver any website, and this site posed many challenges as we focused on three very different sets of customers — our members, our potential members and your potential customers.

With the launch of the website we have contacted all members and provided them with their new log-in details. We ask that all members take the time to look at the new site and check/update the details of their facility(ies), including the various features of the services they offer.

For example, do you offer document, wine or gun storage? Do you have a move-in truck or trailer? What are the security features of your facility? The more complete your facility description is, the more accurately it will display in the search results.

Another project during these past months has been the review and release of the New Zealand storage agreements and the updated Manual of Advice of Procedures (MAP). These documents are now available on the website for download.

The Board has also spent considerable time reviewing the SSAA constitution.

The purpose of the review was to remove unnecessarily complicated and difficult to understand clauses that resulted in misinterpretation and non-compliance.

The length of term for board directors was also examined to allow for a smoother transition after each election. A major focus was to avoid a repeat of the 2016 elections, in which two-thirds of the board directors were replaced. These updates and changes

Susan Phillips, CEO, SSAA

have been circulated to the members and will require a majority vote to pass them at the AGM. The Board has also established an Audit, Finance and Risk Committee with an independent Chair, Adrian Kelly of HLB Mann Judd. Other members of the committee include Makala Ffrench-Castelli and Andrew Eastwood. They met for the first time in June and provided their reports to the bi-monthly board meeting on 21/6/17, which included the approval of the 2017/18 budget.

Simone Hill has decided to wind back her time commitment to the SSAA and will concentrate on project work. A new position has been created for a paralegal who will work three days a week providing legal support to members via the Helpline from the Melbourne office. Simone will work closely with the paralegal to assist with training.

As always, she will be available to advise on more complex issues that occasionally arise.

A final word on the 2017 Summit in Queenstown on August 28-31. Time is running out to get your registrations in, so don’t delay. The deadline is 18/8/17. n

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Industry News

SSAA LAUNCHES

NEW WEBSITE

T

he Self Storage Association of Australasia has launched its new website, with a view to improving and expediting the association’s activities and communications with its members.

The new website includes expanded resources for members, including industry statistics, legal and business resources, advice and suggestions for greater business efficiency and best practice, a diary of events and wider networking opportunities with fellow members.

CEO of SSAA, Susan Phillips, said, “After months of planning, we are excited to announce the launch of the new SSAA website. We hope you like the makeover, but look deeper and you’ll find there’s more under its new exterior.

“We’re confident you’ll agree we’ve bettered everything, and will find it much more interactive and responsive from now on. We hope you like the fresh new look to the website and the improved navigation

that will allow you to find the information you need more quickly and easily.”

Central to the website’s update is improved dialogue between members and the association, with new opportunities to discuss and comment on issues directly affecting the industry. The new website also presents a more contemporary and relevant image to the wider community and business groups, to better represent the industry and its services.

“We wanted a new website to better collaborate with our members and

associates on matters we are passionate about — industry information, events, legal advice, merchandise and much more,” said Ms Phillips. “As SSAA members you will now be able to post comments and communicate on our Forum page, purchase from the SSAA shop and even make online payments.

“We are continuing to update our events page and the resource centre with information and useful documents on selfstorage policy issues, so please do check back with us for updates.”

We value your opinion Please contact the SSAA to let us know what you think of the new website.

All comments and feedback are welcome. Please also let us know if you cannot find something or would like to make any suggestions for new information or topics.

“

The new website includes expanded resources for members, including industry statistics, legal and business resources, advice and suggestions for greater business efficiency and best practice.

”

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 National Storage REIT to acquire three properties in Brisbane

 Jim’s Self Storage opens new storage expansion

National Storage REIT (NSR) has agreed to acquire three properties in Brisbane from Elite Self Storage. At a total cost of $28 million, the properties include 19,200m2 in 1,790 units in suburban Brisbane communities.

The deal includes a two-storey facility in Brendale, with 500 units totalling 3,700 net rentable square metres, and another 440 units in Lawnton, with a total of 5,700 net rentable square metres.

The third property is a single-storey facility with 850 units in Rothwell with 10,300 net rentable square metres.

NSR managing director Andrew Catsoulis said, “We are delighted to be expanding our coverage to three well established, high population areas to the north of Brisbane with these high quality, purpose built, well located storage centres. The close proximity of the Brendale and Lawnton centres provides for Brendale to be operated as a satellite centre in an area with limited competition, new residential and commercial/retail developments, and a rapidly growing population.”

Jim’s Self Storage is expanding its self-storage facility in Williamstown, Victoria.

The first 150 units of its 300 unit expansion program opened on July 1, and include a range of unit sizes to suit different customer needs, along with 24-hour access, individual alarms and CCTV. The remaining 150 units will open upon their completion.

Jim and Ivor Morgan said, “Our solid commitment is not only to providing the very latest in security technology and equipment, but also close engagement with Williamstown and the western suburbs at large. We are proud of our local sponsorships and involvement with community activities, and are confident this latest expansion further demonstrates our eagerness to grow along with the people we serve.” ■

Insider Aug-Sept 2017

Industry News

SSAA CALENDAR OF

KENNARDS SELF STORAGE

OPENS NEW SA FACILITY

EVENTS 2017

August Conference Event

Kennards Self Storage has opened a new storage centre in Seaford Meadows, South Australia.

T

28-31 2017 Owners’ Summit, Queenstown

he new facility, located at 31 Seaford Road, Seaford Meadows, will cover nearby suburbs Lonsdale, McLaren Vale, Clarendon, Hackham, Reynella, Christies Beach and Noarlunga.

The facility offers CCTV surveillance using 16 cameras for the site, storage spaces that have been individually alarmed with back-to-base monitoring, and computer controlled PIN access for customers to access the site 24 hours a day.

It offers personal lockers, business and personal spaces, small warehouses and a box shop for a range of supplies. There is also storage space for caravans and RVs. To add to its customer services, Kennards is offering drive-up access to many units, loading and unloading areas, a delivery concierge service, a free forklift and use of pallet trucks, insurance, free use of mattress, flatbed and fridge trolleys, a customer lounge area and complimentary coffee and tea. ■

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Noticeboard

Special

MOMENTS

Hamish Edwards, of All Secure Self Storage, Auckland, and Stephanie Guise were married at Lake Taupo in February.

Sally Steel and Andrew Bloomfield welcomed baby Charli Norma Mary on 20/04/2017. Sally works for Wilson Storage as state manager (VIC), and has been a member of the SSAA board since 2014.

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Noticeboard

FLASHBACK – FROM ISSUE 23, THE STORE AGE, FEBRUARY 1998 How things have changed on where to spend your advertising dollars.

I

n the February 1998 edition of The Store Age, the lead story was Australasian Industry Catching up to USA with New Almanac. It proudly proclaimed a new way of finding information on the local self-storage industry. How times change…

“Operators in Australia and New Zealand will soon be as well informed as their US counterparts when the Australasian Self Storage Almanac is published. In America, the industry’s Almanac is considered an essential management tool for successful operators, allowing them to research and evaluate their options simply by referring to the detailed information provided.

“Soon, the Australasian Almanac will

provide members with the same sort of useful information.

“Furthermore, comparisons between our position in Australasia and the situation in the US, where the industry is more mature than ours by many years, will be easier.

Our publication has been deliberately designed to provide information of a similar nature and format as that published in the US Almanac.

“The editorial committee has been working on the final draft of the explanatory notes to accompany the material supplied by the University of Western Sydney.

Production of these industry statistics is a significant step forward for the Association, and it’s a publication that is expected to improve and become more useful with each additional year of information.

“But the further sophistication of the Almanac in future editions depends heavily on the support given to it by all members of the SSAA. The quality of the information will be a direct reflection of the care that people take when completing the annual survey forms.

Tell Us What You Think

Please let us know how your customers find you today. We’d love to know.

Email us at marketing@selfstorage.com.au, and tell us how you find new customers, which communications technologies you use, and how your customers get in touch with you.

It will be a valuable insight into how much the industry’s processes have changed in just 18 years.

The February 1998 edition of The Store Age announced the Self Storage Almanac.

“With the care being made to check, evaluate and interpret the mass of information collected, rushing the publication to the printer is out of the question. However, it is expected to be ready for distribution soon, and an announcement will be made as soon as a date is known.

“Meanwhile, as an example of the information contained in the publication, we’re including some of the data in this edition of the Store Age. For the interest of members, the examples are shown in graph form above. In the Almanac, the data will be shown in tables so that you can make your own extrapolations and graphs.

 How do our customers find us?

“Yellow Pages, drive-by and referrals are the source of approximately 80% of our customers, as this graph, based on the results published in the Australasian Self Storage Almanac, shows. The figures for drive-bys and referrals show how important location and customer service are in attracting customers. These figures are also very much in line with those from the US.” ■

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Out & About

OUT and

ABOUT  Darwin

The 2017 Darwin networking function at Char brought together members from National Storage, Palms Self Store and U-Store-It Warehouse in Darwin along with storage facilities from Queensland and Victoria.

Members were brought up to speed with the most recent news, and were entertained by Jim Morgan from Jim’s Self Storage, Williamstown, who recounted his recent experience of meeting the Queen at Buckingham Palace.

n, Jim’s Jim Morga e, Vicki ag or Self St tore-It -S U Kimber, , and Warehouse Simone Hill

Kim & Matt Mc Court, Palms Se lf Storage, with Universal Storag Shay McQuade, e Containers.

s Towers Self Storage.

The team from Charter

Shay McQuade, USC, with Jessica Allport and Courtney Woodgate, National Storage.

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Kim McC ourt, Palm s Self Sto Self Sto rage, Jim rage & V icki Kim Morgan ber, U-S , Jim’s tore-It W arehouse .

The teams from

 Cairns

Centenary Self

Storage and Big

Blue Self Storag

e.

Dundee’s on the Waterfront in Cairns was the perfect setting for the North Queensland networking dinner in May. Members travelled from as far afield as Bowen and Charters Towers to join their counterparts from the Cairns district for an evening of great conversation and food.

There was a large representation of the Edwards family from Centenary Self Storage and Big Blue, along with two (unrelated) Simpson families — Bruce and Kris Simpson from Storageboxes2go.com. au, and father and son William and Nick Simpson from Cairns Beaches Storage. ■

Shay McQuade, Universal Storage Containers. with Bruce and Kris Simpson, Storageboxes2go.

liam nd Wil owen a B ge. , ra p to U S ck s Beache , The Lo n s ir n a ir a b ir n, C Eric Fa Simpso arters lie Hunt, Ch lf Storage, Ju Se s Storage. ue he Bl ac g Be Bi irns rds, Simpson, Ca Martyn Edwa k ic N d an Storage, Towers Self Brita Westerveld & Ashley Winton of Cairns Beaches Storage.

Belinda Finnigan, Big Blue Self Storage, and Diane Edwards, Centenary Self Storage, with CEO Susan Phillips.

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Summit 2017

A SUMMIT

TO REMEMBER The 2017 Owners’ Summit will bring technology experts, business advisors, facility owners, managers and their friends together for three memorable days of activities.

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ueenstown New Zealand has been chosen as the setting for this year’s Owners’ Summit, which promises to bring together a plethora of industry identities for three days of high value information, networking, and some fun too.

This will be the industry’s third such summit, and will build on the solid reputation previous summits have established.

This event will cater to self-storage facility owners, CEOs and upper management,

sessions where you will gain practical tips that you can implement in your everyday work — not just high level theory.

We have designed this event to enable you to connect with your peers in a way that’s simply not possible online. This is the event where you will make priceless professional connections.”

 Experts on show

Among this year’s speakers at the summit are technology and business expert Steve Sammartino, Brian Birley, a consultant specialising in strategic planning and This event will cater to self-storage human capital management, facility owners, CEOs and upper SSAA legal management, and has been advisors Darryl King and designed as a more focused event Simone Hill, than previously. self-storage valuers David Blackwell and Tim and has been designed as a more focused Creighton, and Mike Burnam, CEO at TKGevent than previously.

Storagemart Partners LP, which operates CEO of the Self Storage Association of 196 self-storage facilities in the USA, Australasia, Susan Phillips, commented, Canada and the UK. Also on the program is KPMG New “I am excited about everything to do with the Owners’ Summit this year. There is a Zealand’s Mike Coleman and KPMG Australia’s Richard Cooper, as well as Nicki great line-up of attendees and speaker

“

”

McClintock, who specialises in people development, sales skills and coaching, Rob Baird of Ezidebit, and SSAA CEO Susan Phillips.

To cap off the presentations, Tony Christiansen will deliver a humorous, bold and straight talking presentation that will investigate self-belief, and what can be achieved with determination and a burning desire to succeed.

 Recognising excellence

One of the highlights of the Summit will be the Annual Gala Awards Night and Dinner, supported by Visy Boxes & More.

This will include great live entertainment, networking opportunities and tons of fun as delegates recognise leaders and innovators in the industry, and dance the night away.

The Awards ceremony will again include the following categories: • Small Operator of the Year – Sponsored

by Collins and Associates • New Entrant of the Year – Sponsored by Southwell Lifts and Hoists • New Facility of the Year – Sponsored by Colliers International Holdings (Aust) Ltd • Best Upgrade or Expansion Award – Sponsored by Highway Frontage • Innovation Award – Sponsored by Fort Knox Store Local • Service Member of the Year – Sponsored

by Self Storage Association of Australasia • Regional Facility of the Year – Sponsored

by Midland Insurance • Facility of the Year – Sponsored by Visy Boxes and More.

 A chance to see new technology

Nearly 20 exhibitors will demonstrate their products and services at the Summit’s trade show, providing expert advice on nearly every aspect of running a self-storage business. If you have a technical or business problem, chances are you’ll find a solution from an exhibitor in the trade show. ■

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Summit 2017

HELP CURE KIDS

TO FUND CHILDREN’S RESEARCH

T

he SSAA invites you to help the Cure Kids Foundation to fund its research to improve, extend and save the lives of our kids.

The items below are available right now in a silent auction. All money raised goes to the Cure Kids Foundation in New Zealand.

To place a bid, go to the Cure Kids auction webpage on the Owners’ Summit section of the SSAA website — www.selfstorage.org.au. ■

 Auction item 2:

Vomo Island Resort Fiji package (valued at $6,000).

 Auction item 3:

The Hills Gold Package for two (valued at $2,000).

 Auction item 1:

Richie McCaw painting (valued at $2,000).

 Auction item 4:

Port Douglas North Queensland holiday package for four (valued at $3,000).

Check out the new SSAA website!

Go to

www.selfstorage.org.au

Insider Aug-Sept 2017

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Summit 2017

LEARN

FROM THE EXPERTS The 2017 Owners’ Summit brings a stellar line-up of guest speakers to inspire and guide selfstorage owners and managers to look for new horizons, broaden their business outlook and reach for greater success.

T

here’s no better way to learn than to listen to experts and take their advice back to your own business.

The SSAA has assembled a program of speakers who will take you on a journey that will open your mind to new ideas, new directions and, with some application, new business success.

 Steve Sammartino TOMCAR Disruptive Technology – Are You Future Proof?

A journey that details our changing world as we enter a new technological age.

What we learned at school, university and business college is now severely outdated. Steve outlines the shift which will displace dominant players and give rise to new commercial heroes. Steve illustrates how all the major factors of production are being disrupted forever. Everything is up for grabs, including your job, your industry and the customers you are chasing. Are you brave enough?

 Nicki McClintock – ASB Bank Why Good Leadership is Important for Business What makes a leader different from a manager?

Nicki will present research that explores the techniques of winning companies to close the gap between their top and bottom performers.

We will share a proven and practical technique you can use to enrich leadership conversations with your team. Many leaders tell us they struggle with getting their people to take action, so we look at what people want from leaders, and the steps you can take to understand their personal motivators and drive results.

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 Mike Burnam – StorageMart The StorageMart Journey Mike Burnam, CEO of StorageMart, will share the journey of the world’s largest privately owned self-storage company from humble beginnings 42 years ago. He will cover several changes, including going public, starting over from scratch — three times — launching a hostile takeover on a publicly traded Canadian acquisition and the challenges of expanding into new countries. StorageMart has perfected the art of scaling growth — Mike will share revenue management and operational tactics that have helped grow their business exponentially.

 Brian Birley – PACE Strategic Planning Made Easy

Strategic planning has often been seen as “not for me”. There is a lack of understanding of the essential nature of planning.

Strategy is about focused outcomes for the future. It is essential to understand “where you are now” and “where you want to be” in the future. This is a living process and not something we do once a year and put away. It must be owned by everyone contributing towards achieving success.

 David Blackwell and Tim Creighton – URBIS Self Storage – The Next Steps as an Asset Class Allocating your investments among different asset classes is a key strategy to help minimise risk and potentially increase gains. Urbis has

recently undertaken two research projects. The first identified new self-storage projects in major metropolitan locations including Sydney, Melbourne, Brisbane and Auckland. This research focuses on new self-storage projects, the scale of development, geographic spread and key drivers behind the establishment of new facilities.

The second project was the establishment of a rating system for self-storage facilities. David Blackwell and Tim Creighton will be seeking input from industry leaders in an interactive session that will no doubt provide a platform for some lively discussion.

 Mike Coleman and Richard Cooper – KPMG Change is Happening ... What is Your Plan?

As a business owner you are often reminded to identify and plan for change so you remain relevant in your market. But what about identifying, understanding and planning for inevitable change, and the predictable challenges, which come from within?

For a family enterprise this means grappling with decisions around the future of the family enterprise; the multiple layers of succession (leadership, decision making and ownership); the often divergent views between generations, siblings and family branches; and the varied needs and expectations of individuals. If family and ownership issues are not planned and managed they have the potential to impact on the future success of the enterprise beyond any “market disruption”. Develop your “shared plan” and rules to be well positioned for success.

 Darryl King and Simone Hill – SSAA Legal How to Avoid Breaching New Consumer Protection laws Recent changes in New Zealand to consumer protection laws are now bringing New Zealand and Australian business responsibilities into alignment. What is expected from businesses with regard to standard contracts, advertising, professional responsibility and many other aspects of day to day business operations are influenced by these new laws. It is crucial that businesses understand their responsibilities under these new laws, including liability for employees’ actions.

 Jim Stewart – Stewart Media SEO – Storage Equals Opportunity!

Are you doing enough to increase your digital footprint and taking

advantage of the opportunities available via a strong digital marketing strategy? Over a one-hour session, digital marketing expert Jim Stewart will show you why you need to leverage digital marketing to capture more local business. Attendees will learn proven strategies to increase revenue that can be implemented by yourself or your team. Don’t miss the session that could set your storage business on the road to digital marketing success.

 Brian Birley – PACE HR Evolves into Human Capital Management

Your most valuable asset doesn’t appear on your company financial statements other than as liabilities. We spend less time on our staff than on optimising our other assets.

What processes should we use to engage and retain our best staff? How do we avoid taking on board staff members who don’t pull their weight? Effective staff find and retain profitable customers, while underperforming staff can cost you dearly. This session will provide you with simple, effective processes to help you achieve both.

 Rob Baird – Ezidebit How To Use Payment Automation to Improve Capital Value and Cash Flow This session will demonstrate how modern payment technologies can be used to improve the capital value and cash flow of your selfstorage facility. Through simple and effective payment automation, your cash flow can increase and costs reduce, enabling resources to be focused on improving revenue by optimising occupancy and retention. Providing a contemporary payment experience from reservation, move-in and renewal to storers and your managers makes good business sense.

 Tony Christiansen Your Attitude Determines Your Altitude in Life

After working for an organisation for some time we can lose perspective and lose sight of our goals.

At this year’s owners’ summit the SSAA brings you Tony Christiansen.

Tony tells an unforgettable and inspiring story that will leave you believing that nothing is beyond your abilities. With no theories, models or frameworks, Tony speaks from the heart and tells true stories about rising above life’s challenges to accomplish amazing goals. Now in constant demand as a keynote speaker to corporations and conferences, Tony will leave you with an insight of what can be achieved with determination, belief and a burning desire to succeed. ■

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2017 Summit

AIMING FOR BUSINESS

SUCCESS Brian Birley of PACE.

Brian Birley will present two workshops at the 2017 Owners’ Summit in Queenstown NZ.

I

n my experience, the most important two elements of business success revolve around two questions – • where do we want to be in a given period of time, and what does this look like when we get there – Our Future Strategic Plan?

• how do we engage with our most important asset, our people, to get us there – our Human Capital Engagement program?

part of our time together. I will then encourage you to start with your own plan using the printed materials that I will provide after the initial short process explanation. I have written a book on each of the processes, and will provide every workshop attendee with materials and a copy of the relevant book.

I will be available for individual discussions throughout August 30 and 31 for any one, or group of company attendees, who would like further conversation or support on It is essential to understand clearly either of the where you are now and where you topics.

As a followwant to be in the future. up I will have another book that I have So often these areas are either written on implementing strategy available overlooked in the pressure of running the at a conference special price. business every day, misunderstood, or simply overshadowed by our focus on cash  Strategic planning made easy flow and here-and-now daily tasks.

My workshops are intended to share Strategic planning has often been seen simple (simple doesn’t mean easy) as too complex, too difficult, too time consuming and often “not for me”. There processes that, once adopted and followed, will greatly increase your success is a general lack of understanding of the essential nature of planning. in both areas.

The workshop will take the following form:Strategy is about focused outcomes for the future. Everything else we do is a tactic, I will share the processes for the first

“

”

something we do towards achieving the desired outcomes.

It is essential to understand clearly “where you are now” and “where you want to be” in the future. This is a living process and not something we do once a year and put away. It must be owned by everyone who contributes to achieving success.

 Harnessing your most valuable asset – your staff Your most valuable asset doesn’t appear on your company financial statements other than as liabilities. We spend less time on our staff than on optimising our other assets.

What processes should we use to engage and retain our best staff? How do we avoid taking on board staff members who don’t pull their weight? Effective staff can find and retain profitable customers, while underperforming staff can cost you dearly.

This session will provide you with simple, effective processes to help you achieve both of the above.

I look forward to meeting you and to sharing with you my well tested and effective processes. n

SSAA Owners Summit Queenstown, New Zealand, 28, 29, 30, 31 August 2017 Brian Birley’s workshops on 29-30 August.

Check out the new SSAA website!

Go to www.selfstorage.org.au 20

Insider Aug-Sept 2017

SSAA 2017 Summit

CHALLENGES CONFRONT

SELF-STORAGE DISRUPTORS New P2P storage concepts may not be as big a threat as they first appear, says managing director of Kennards Self Storage, Sam Kennard.

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here has been some noise recently in Australia about self-storage industry disruption from peer-to-peer storage providers. Unsurprisingly, this noise often corresponds with capital raising efforts and web site launches. Consequently, I am frequently asked about the impact and risk to the industry.

I appreciate that by diminishing the impact, I may appear as the arrogant,

“

jousting sticks, and was available at every newsagent) had a section of “Garages to Rent/Wanted”.

Now in the digital era, platforms like GumTree have an abundance of garages, sheds and storage spaces listed. This proves there is a market for peer-to-peer storage.

What these new peer-to-peer platforms are attempting to do is enhance the consumer experience with

New ideas certainly get attention, and if they can successfully raise money this does pique media interest.

”

ignorant incumbent. Some may even see Kennards Self Storage as the likely Kodak of the self-storage sector. Nonetheless, here I go.

Recently one Australian self-storage disruptor start-up, Spacer, has stated an ambition to grow to hold an 8-10% market share of the markets in which it operates.

It has also raised capital and successfully acquired a US peer known as Roost.

Spacer was not the first, joining a list of peer-to-peer storage disruptors who attempt to match people with some spare room with people who need more room.

In principle, the idea seems sound and should get some traction.

 What is old is new again

The idea of people renting out their spare space to others is not new. It has happened informally for decades. Word of mouth often enabled people to share their space with others who needed it.

In the past (well before the internet), The Trading Post (for those too young to know, The Trading Post was a weekly newspaper publication that listed stuff for sale, wanted and for rent. It had literally everything you could imagine, even

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a slick tech solution.

A quick Google search and investigation revealed the following P2P self-storage disruptors have emerged (or not) around the world: • Storage-share.co.uk (UK and Netherlands) • Spacer (Australia and now USA via acquisition of Roost) • Roost (USA) (recently acquired

by Spacer) • Spaceout.com.au (Australia) (web site looks dated and dormant) • Spacelli (USA and Australia. Web site states their activities have paused after launch 1, and they are coming back. Wait for launch 2) • Spacefinity USA (Appears it failed to launch) • Storemates (UK) • Storenextdoor )UK) (P2P/Aggregator) • Stashbee (UK) • Yeswestock (UK) • Sharemystorage.com (UK).

 How big is the market anyway?

While the latest disruptor aspires for 8-10% market share we should understand the size of the markets.

Courtesy of Urbis Australia, it advises the following estimates of market supply: Sydney 74,557 spaces Melbourne 69,098 spaces Brisbane 38,909 spaces Total 182,558 spaces.

From this, we can easily estimate the targeted share of spaces. Growing to 18,000 spaces across these markets is a formidable objective.

 All sizzle and no sausage?

I assume the sponsors of these disruptors believe that an easy-to-use platform will expand the market and also entice existing people to migrate from their current renting platforms.

New ideas certainly get attention, and if they can successfully raise money this does pique media interest. Elegant apps and slick websites add some excitement, and even perhaps a look of credibility for a new concept. Everyone loves tech, and it is enticing to believe a fortune can be unlocked (sorry, bad pun) with the right solution and idea.

Interrogating the corporate backgrounds of some websites, the sponsors and founders of the disruptors often make claims about “revolutionising self-storage”, becoming the “airBnB of self-storage”, or have lofty ambitions of market share expectations.

Curiously, I couldn’t find a single founder who actually came from the self-storage sector. Maybe that doesn’t matter, but it does make one wonder if they genuinely appreciate the drivers, behaviours and preferences of self-storage consumers and the market.

 Challenges and obstacles

I have a number of observations of the challenges and obstacles the P2P storage operators need to overcome to go from all sizzle to some sausage.

Security and Privacy — storage customers place great value in the privacy and security of their goods. If they use

someone’s garage or shed, how much comfort can they have that the owner won’t rifle through their gear or leave the room exposed to security breaches?

A common self-storage byline is “you lock it, you keep the key”, which presses the point of complete privacy and certainty enjoyed by self-storage customers.

Potentially, the storer having access to the house if it’s a spare room could be a security issue.

Access, convenience — having free, unrestricted access is very important to storers. This poses two challenges — one from each side of the transaction.

Firstly, the storer may feel uncomfortable coming to someone’s home garage or shed regularly, in the evenings and on weekends to go through their stuff. The established self-storage operators invest heavily in making access flexible, easy and convenient.

Secondly, the owner of the space may wish to protect their own privacy and restrict access at certain times.

Tenure of storage — storage customers are understandably uncertain about the length of time they will store. In addition, almost without fail they store for longer than they intend.

Unlike short term rentals like car parking and AirBnB, storage is a long term commitment. In my business, the median length of stay is 36 months.

The storers often move away too. This presents another two reciprocal challenges.

Firstly, for the storer, they will want certainty — certainty that the vendor won’t sell, have their lease terminated, move house or just be asked to leave at any time.

Secondly, for the vendor — what if they want to move home and they have a storer using their garage? What if they simply don’t like it and want their garage back?

They will be burdened with the additional complication of getting the storer to vacate. This is often not very easy.

Scale and network — there is an obvious circular challenge for the self-storage P2P

user experience will be poor. They won’t come back.

My instincts are that they will enjoy their best enquiry levels where space is already at a premium, and as such they will probably struggle to get the scale in listings. In my business, there are many high demand markets where I would like to build more spaces, but can’t. Similarly, I doubt they will be able to source space to match the users in the high demand areas.

There simply isn’t that much spare space in the inner urban, densely populated areas.

The low barriers to entry for competing platforms to emerge could potentially also dilute their ability to get scale.

Obviously without scale, the model won’t be viable in the long term. The 10-15% service fee will feel slim as they attempt to fund operating expenses and product development, in particular battling for real estate on Google, which is akin to an arms race.

In closing, scratching below the surface of concept and veneer there are real challenges with regard to consumer

“

There are real challenges with regard to consumer preferences and vendor obstacles. How the P2P storage providers overcome these will determine their future.

”

aspirants. They need scale (a lot of rooms available) and a diverse footprint to make their platform meaningful, useful and, most importantly, viable. If they manage to attract potential storers on to their platform, and they repeatedly fail to have a space available to satisfy the query the

preferences and vendor obstacles. How the P2P storage providers overcome these will determine their future.

I don’t see it as being very easy; as such it is reasonable not to harbour great concern about their impact on the selfstorage sector. n

STORAGE KING: PARTNER WITH CONFIDENCE Storage King is continuing to grow. Savvy Investors and Operators are taking advantage of the benefits of being part of our professional Self-Storage Management company.

Facility Management • Acquisitions • New Development Support • Marketing • Training • Preferred Suppliers Whether it’s a New Development, an Acquisition, or you have an existing Self Storage Business, we can help you achieve the best results.

For more information contact Martin Richards at martin@storageking.com.au or by phone on +61 2 9460 6660.

THE KINGS OF STORAGE, MOVING & MORE. storageking.com.au | storageking.co.nz

Insider Aug-Sept 2017

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Inside Story Cover Finance

e h t t e e M

SIMPSONS

William Simpson and family at Cairns Beaches Storage: a family affair.

harmony, but sets the tune for its competitors.

Cairns Beaches Storage was one of the first self-storage facilities in the region, and has maintained its competitive edge through judicious investment and utilisation of technology to reach customers and give them the access they demand.

The company was founded by William Simpson in 1988, when self-storage was virtually non-existent as a business model.

The name Simpson should ring bells for here’s an old adage that you those who can remember Simpson washing should never work with your machines from an earlier time — William is family, but there’s always an a member of that Simpson lineage. But as exception to the rule. he explained, that heritage didn’t provide a In northern Queensland there’s a flying start to his entrepreneurial career. business that not just hums in familial “The business is a really old family business, from the old Simpson brand washing We first started with a small machine company in development of 22 storage garages in Adelaide,” he 1988 at Smithfield. We did this because told Insider.

“That’s my the local real estate agent needed to background. store his For Sale signs.

But when I left school my

In tropical north Queensland, a family has built a self-storage business that still sets the pace after 30 years.

T “

”

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father said to me that there was no place in the business for me, and I had to go out into the world and make my own way.”

Born in 1949 in Adelaide, William hitchhiked to Perth and up the Western Australian coast after school, mostly working on cattle stations. While working on cattle stations around the Ord River he was called up for National Service, and underwent three years’ officer training at the army flight school. He flew in Indonesia for the army doing mapping surveys in Sumatra, flying fixed-wing Pilatus Porter Turbine short field take-off and landing aircraft.

In 1975 he moved to Amaroo Station, between Alice Springs and Mt Isa, as a young single male.

“It had a bullock paddock and a horse paddock around the homestead. I worked a full stock camp with 10 aboriginal men, 30 horses, 3,000 cattle and windmills for water,” he recalled. “It was sold in 1987 after fencing boundaries, putting in mono bores and two solar panel electric bores.

My wife, Helen, who had worked as a nurse with the Flying Doctor in Alice Springs, and our three young children then moved to Cairns in Queensland.”

It was here that the Simpson family found a business idea, almost by accident.

“We first started with a small development of 22 storage garages in 1988 at Smithfield, north of Cairns,” explained William. “We did this because the local real estate agent needed to store his For Sale signs, and thought it would be a good project. Next, the local car mechanic wanted a larger workshop, so we bought the vacant block next door and built a 1,000m2 tilt wall shed that had the mechanic, two back hoes, a sign writer and a tyre service centre.”

More was soon to come.

“The storage sheds were full so we bought the next block and put in another 24 garages. I had a home office with a whiteboard and invoice book! Cairns was growing so we bought another industrial block across the highway, and built a caretaker’s residence with 47 assorted garages. Again full, we bought the next vacant block and built, then the last vacant industrial block.”

William turned the tyre service centre into a small office and small lock-up rooms, and converted the car mechanic workshop to two levels of small rooms with a goods hoist.

Cairns continued growing. The university was just across the road and Big Blue Self Storage started as competition almost next door in the same street.

“Once again we bought another vacant block in the next street and built a tilt wall, two-level purpose built storage headquarters with a larger office and a bigger goods hoist. At this time I bought another corner block with a house for future development, but I was unable to get any of the family interested in joining me and eventually sold it as I was so busy managing what we had that I could not see me growing any more — a big mistake!” he laughed.

His son Nicholas has since joined the team, and the business has built undercover carports and air-conditioned storage for art and quality timber furniture to counter the heat and humidity in the wet season.

Britta Westerfeld.

William Simpson and Nicholas Simpson.

“We now have a team of four — myself, world, and the best thing I’ve ever done.

Nicholas, Britta and Ashley — plus We’re a member of the Family Business computers, printers, security systems Australia Group.” with cameras and door alarms, and gate William modestly puts some of his control systems. It is a family business and success down to good timing and a hopefully will continue for many years good memory. to come,” said William. “The business “We were very early in the game. There became too big for me to run alone. At were only two small facilities in Cairns the moment we have 619 total units and when I started,” he said. “There was a brand spaces. Including family members in the business If you can work together it’s the best seemed a logical step. It’s brilliant. thing in the world, and the best thing If you can work I’ve ever done. together it’s the best thing in the

“

”

Ashley Winton.

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25

Cover Story The Simpson family with “additional staff” on hand.

“

“The legal side, the contracts, are the most important changes I’ve seen over the last decade,” he said.

“Previously it was just an invoice book and a shake of the hand. Then joining the association [SSAA] opened my eyes. I’ve been very lucky to have come through unscathed.”

And of course, technology has shifted the way self-storage finds new customers.

“The internet has been a huge change for us for generating business. I’d say 95% of our business comes from online and word of mouth. We don’t need to advertise. We don’t use the Yellow Pages and so on any more.

You wouldn’t believe how important the association [SSAA] is to the industry.

”

new storage business at Alice Springs when I left so I knew what the real estate bloke meant when he suggested starting a storage place.

“It’s a mature industry now. I was really lucky to get in on a growth path, and it would be really hard now for anyone to do what I did.”

As a veteran in the self-storage industry, William has seen dramatic changes in the way facilities operate. Procedures have been formalised, and technology has played a major role in shaping the present industry, he said.

“You wouldn’t believe how important the association [SSAA] is to the industry,” added William. “The association has been instrumental in a lot of our changes of policy and office management.”

 A dog’s day

While there are, according to William, four Simpson family members involved in the business, he added that there are also four furry family members who regularly “help” around the site.

“This is a dog friendly environment,” he added. “We generally have dogs with us in the office while we’re working, for something a little different. Most customers are happy to have them around. There are very few people who don’t like them.”

One big happy family, just as William wanted it. ■

Check out the new SSAA website!

Go to www.selfstorage.org.au 26

Insider Aug-Sept 2017

Don’t let computer failures paralyse your facility. With Sentinel’s da Vinci’s you’ll experience freedom from the fear that your facility will never be inconvenienced.

The latest da Vinci model keypads are designed to retain all valid storer codes and operate without a PC.

YOU’LL NEVER NEED TO WORRY ABOUT PC FAILURES AGAIN!

Access Control & Individual Unit Alarms ● Sentinel Access Control interfaces with all major management software programs ● Supports multiple communication chains ● The communications with the hardware runs as a service, so no login to the pc is required ● If a communications chain fails, the system can be set to auto restart ● You can email and/or SMS (text Messages) events to Platinum users ● Can be used with remote alarms or remote access control using the internet or local network ● Easy to install and use over a network ● Has web access features. The program can be accessed from a web browser ● Supports access only users (with passcode only keypads)

PH: 1300 852 117 PH: 0800 002 587 AUSTRALIA

NEW ZEALAND

info@storagesecurity.com.au www.storagesecurity.com.au

Sentinel Australasia distributes to all of Australia, New Zealand, Indonesia and Asia. Installers and technicians in every state of Australia, NZ and throughout Asia.

Inside Finance Feature Shay McQuade is sales executive at Universal Storage Containers.

GROWING YOUR BUSINESS IN

CONTAINERS Shay McQuade discusses the growth in the deployment of containers at storage facilities, the underlying rationale behind the trend, and the choices available.

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ontainers are gaining in popularity as alternative storage spaces in the selfstorage industry.

Their increasing popularity can largely be put down to their flexibility, mobility, and their ability to help in solving immediate storage capacity problems while reining in costs.

In simple terms there are three types of containers available in the Australasian market. Most common is the ubiquitous repurposed shipping container. There are also similarly sized containers that have been built to a lighter specification than those used for international shipping. Then there are containers designed specifically for storage applications, such as Universal Storage Containers’ products, used for both static and portable storage.

These specially designed containers have the added advantages of being efficiently shipped in flat form and configured to provide a range of spaces to meet local demand.

ď Ž Where are containers commonly used?

Containers are commonly used in three typical scenarios. Perhaps the most common is an existing facility where there is a requirement for additional capacity,

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but local building regulations, or simply the costs involved, may render another building on site too difficult or expensive.

Another common instance is when a facility operator responds to local demand and needs incremental capacity to replace car or caravan spaces, and secure lock-ups will generate a better return.

Smaller start-ups also find containers convenient when the operator has acquired land and may have aspirations to build some buildings in the longer term but decides to generate revenue and awareness in the interim by installing containers on some of the site and perhaps utilising the remainder for car and van spaces.

The first scenario is particularly relevant in New Zealand, where building regulations and engineering requirements after the Christchurch earthquake have increased the costs of traditional building construction. This has an even greater impact in smaller developments, where these costs have to be spread over a smaller number of spaces.

In the second scenario, an operator may be running close to capacity and is aware of potential customers going elsewhere for their secure storage needs. In this case deploying containers in place of car spaces will secure more customers, as well as raising the average return for the site.

The third scenario is more common for a new entrant to the storage industry. They may already own or have acquired land, but may be unsure about local demand and are perhaps unwilling to invest in a large purpose-built facility until that demand is better understood.

The operators may decide to install containers at a rate to maintain capacity just ahead of demand. If they later develop the site on more traditional lines the containers could be redeployed to another area of the site.

In all three cases the core issue is about maximising the return from the facility.

To optimise the return per square

metre within storage units or containers requires accurately matching demand to space availability, and vice versa. There is little upside in selling customers a space bigger than they need — especially at a discounted price.

In the end this practice simply locks away space that could be let if that container was configurable to match current demand. n

In the Universal Storage Containers product range individual units can be configured to accommodate entry from a single or both ends, or multiple side entries to create a range of individual spaces to match demand and generate maximum return.

USC has installed over 70,000 units around the world and has customer sites throughout Australia and New Zealand.

These are purpose designed for storage applications, and include doors with double seals, ventilation for good airflow, sealed floors to deal with unwanted spills, and emergency release handles should anyone find themselves stuck inside a container with the doors closed.

Some can be stacked up to three high when fully laden, and many have also been used as a fitout option for storage buildings.

New Service Member Profile

IMPROV BRINGS TAILORED E-BILLING TO STORAGE

I

mprov is an Australian software development company, based in Melbourne, which provides a cloud-based billing solution to help organisations streamline the various steps in the billing process including invoicing, payments, reconciliation, reminders, reporting and customer management while reducing costs.

Improv supports businesses of all sizes, from small single site locations to franchises and multi-location enterprises. The solution has a wide clientele list including companies ranging from selfstorage facilities, retirement villages, markets, embedded network operators to one of Australia’s largest metering (electricity, gas, water) companies.

The Improv billing solution covers the whole billing lifecycle, providing self-storage businesses of any size with enterprise billing features while avoiding large upfront costs. Improv balances ease of use with functionality to make complex billing processes simple.

Some of the benefits SSAA members already receive include: • Fully automated billing – billing happens whether you are there or not • Bank the way you want – integration makes payments seamless and painless • Work where you want – Improv is online so you can manage billing from anywhere

• Customised branding – just about everything (invoices, correspondence, reports) can be customised to suit your business • Proactive support – first class support is provided to all clients, with fast response times as product development is local • Customer portal – customers have access to a full portal, allowing them to manage their account and pay bills • Integration – makes the billing system work seamlessly in your environment with integration to systems like Xero.

Improv believes passionately in working with clients to help build their business, and has 15 years of software development in creating a modern, flexible online billing solution.

Improv understands that businesses of all sizes need efficient, reliable administrative systems to grow. The Improv billing system offers a new approach that allows clients to get on with the business of growing.

Visit Improv at www.improv.com.au. n

Improv Ph: 0417 590 669 Email: mstone@improv.com.au Web: www.improv.com.au

Are You Missing Out?

If you are not receiving the regular SSAA e-newsletter please check your junk mail folders to ensure it is not there.

You can also look in your bulk mail folder for messages from SSAA and click on the Not Junk or Not Spam folder.

If this does not solve the situation, please email SSAA at admin@selfstorage.com.au

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New Service Member Profile

TRANS TASMAN ENERGY GROUP

UNDERSTANDS ENERGY

E

xperience has shown that the intricate knowledge of the energy sector market and regulatory environment necessary to obtain the absolute best prices and terms is well beyond the in-house expertise of most businesses, despite their belief to the contrary.

Trans Tasman Energy Group is a consulting company that specialises exclusively in the energy industry. It has provided professional services for energy procurement and ongoing management processes, public lighting, embedded networks and energy consultation for medium to large sized businesses, councils and government bodies across Australia for many years.

“

Trans Tasman Energy Group has a well structured strategic energy procurement platform, the Energy Procurement Process (EPP).

”

Craig Marshall, Principal Consultant at Trans Tasman Energy Group.

Trans Tasman Energy Group has a well structured strategic energy procurement platform, the Energy Procurement Process (EPP), which includes a number of procurement strategies ranging from a traditional tendering process through to a fully supported, ongoing “progressive purchase” strategy. The latter involves the precise timing of a number of discrete power purchases determined by insightful analysis of market indicators and access to current market information.

With the provision of value recognition and extensive market experience, TTEG puts the odds in favour of the client to obtain the most favourable energy prices available in the market.

As members of Self Storage Association of Australia (SSAA), Trans Tasman Energy Group offers members its expertise and a complimentary energy assessment valued at $750. Members with a general energy related inquiry, or those who are about to implement a large project that requires complex and technical energy related information, the TTEG consulting team will provide the most up to date information and processes to ensure optimal outcomes are achieved. ■

Trans Tasman Energy Group Ph: 1300 11 88 34 E: info@tteg.com.au W: http://www.tteg.com.au/contact.html

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Members’ Legal Forum

THE TOP FIVE MISTAKES STAFF MAKE …

AND HOW TO AVOID THEM

In this edition SSAA’s legal advisor, Simone Hill, goes back to basics, focusing on the top five errors staff make in day-to-day storage operations, and how those errors can be readily avoided.

W

hat are the top five mistakes selfstorage staff make every day?

• Allowing move-in without signing an agreement • Not properly identifying the storer • Making promises outside the contract • Dealing with a non-storer, and • Becoming too involved with the storer or the space.

Although these errors may seem ludicrously obvious, I see so many legal problems that arise because of these mistakes that I have to assume they are occurring frequently out there in “self-

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storageland”. Obvious or not, the key to running a legally secure self-storage operation is to avoid making these mistakes.

 1. Allowing move-in without signing an agreement Generally, staff realise the importance of the storage agreement and the necessity to have each storer sign the agreement. Whenever I run legal training I ask attendees, “Do you ever allow a storer to move in without first signing a storage agreement?”

They usually all look at me smugly, shake their heads, and comment, “Who would make such a silly mistake?”

But when we drill down into this issue, most of those smug faces start to show anxiety as attendees realise that, indeed, they often allow use of a space without a signed agreement in place.

How can this happen? Perhaps it is when the storer’s removalist is allowed to start unpacking into the unit while the storer fills in the agreement, or when the storer has partially unpacked their goods into a unit only to realise it is too small and they need an additional space (and the staff member lets them start unpacking into the space without first having them sign a storage agreement for the additional space), or when a staff member is allowed to use a space free of charge for the weekend because they have sold their house but don’t settle on their new one until Monday, or where the facility offers free storage to disaster victims (such as bushfire or other natural disaster) and no agreement is completed … and the list goes on.

losing a liability, not a customer.

There is a high correlation between Unless there no or poor identification and illegal is a signed storage activity, default and dumping. Unless agreement in you know who you are dealing with, place with the storer many you put your facility at legal risk. of your rights, as well as protection from liability, are compromised. The right to is secure conflicts with aspects of the sell up a defaulting storer, for example, contract that advise storers they must arises from the terms and conditions of insure their goods. the agreement. The importance of having Keeping keys or any methods of an agreement in place before the storer accessing the space, even if only for a moves into a space cannot be overstated. short time for instances such as allowing a No agreement? No storage! removalist to collect goods, conflicts with the contract.

Another example of making a promise  2. Not properly identifying outside the contract might be to assure the the storer storer, “We never sell up storers, even when Unlike banks, numerous government they are behind”. departments and so forth, there isn’t any All of these examples may give rise to legal requirement for storers to meet certain a collateral contract, or form part of the identification standards. For example, it original contractual offer (either expressly is not illegal to allow a storer to sign up or under Consumer Protection legislation), without any identification. It is, however, and hence could be enforceable by problematic for you and your facility. the storer. Try to stick to the terms and There is a high correlation between no conditions of the contract, and don’t make or poor identification and illegal activity, promises you can’t keep or that contradict default and dumping. Unless you know or compromise the storage agreement. who you are dealing with, you put your facility at legal risk. It is best practice to  4. Dealing with a non-storer insist on government issued photo ID — that means a driver’s licence or passport.

When a staff member is told that a storer Proof of age or other such identification is ill or in gaol or has left the country, and that is issued by a private company is NOT the advising party wants to take over the recommended as acceptable. account, it is tempting to engage with that The other reason to ensure you have person in an attempt to avoid being stuck correctly identified your storer is in the with an unpaid account. However, you event that the storer defaults and you need may only ever deal with the storer, not the to undertake a PPSR (Personal Property storer’s mother/brother/wife/mate/son Other examples in which a space might be Securities Register) search. To ensure and so forth, no matter how convincing the in use without a signed agreement include: your search is accurate and protects you, story they tell might be.

• The storer arrives right on closing and is you must use the storer’s legal name, not Under privacy laws you should not allowed to move in with the promise that their nickname or preferred name. For even reveal whether or not the storer they return the following day to complete this reason, you should always undertake is storing with you. When we disclose the agreement; the search using the name on their this information to a third party and that • Unlocked spaces in the facility are used identification, not the name recorded on disclosure has consequences for the storer, by an unknown person; their agreement. you may have a liability.

• An unlocked space in the facility, and you This is also why it is necessary to take a For example, in the past we have had the suspect the storer has moved into the copy of the ID, not just check it. For example, wife of a storer call numerous facilities “to wrong space (but you are uncertain); I might record my name as Kate Smith on pay her husband’s account”. This woman • An owner using space/facility staff using the form, but my legal name is Katherine knew her ex-husband had storage, and she space; or Jane Smith. It is my legal name that you had the keys — she even knew the number of • A storer’s mate arrives at the facility would have to use when checking the PPSR, the unit and the gate code. What she didn’t before the storer and is allowed to start know was at which facility he was storing. By which will be the one on the government unloading while waiting for the storer to calling facilities in the area under the guise of issued photo ID you copied at sign-up. arrive and complete the agreement. paying his account, she managed to locate There should never be items in any unit the correct one and turned up later that day 3. Making promises outside  for which there is not an accompanying and removed all of the goods. the contract agreement — EVER! You are better to turn Luckily for the facility she was the a removalist truck away if there is not a It is important that you do not make any Alternate Contact Person, and hence signed storage agreement in place. You are promises to the storer that conflict with authorised under the agreement to have the contract. account details discussed with her, and so For example, the facility was protected from what would advising the otherwise be a breach of privacy. Further, It is important that you do not make storer that if she was not the ACP, the storer may any promises to the storer that conflict insurance is have had an arguable case that the facility unnecessary facilitated the removal, exposing the facility with the contract. as the facility to an action in tort.

“

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Members’ Legal Forum

“

It is NOT appropriate to attempt to discover what is being stored or is occurring in the shed by “playing detective”.

”

When you are advised that the storer is uncontactable, you should respond by relying on policy. State that the facility’s policy is to only deal with the storer or the storer’s legal representative (such as someone who has a power of attorney). It is our experience that when the storer is genuinely in gaol or hospital, appropriate arrangements can be made by contacting the Alternate Contact Person, obtaining contact details for the storer (such as in which correctional facility the storer is being held) and forwarding notices to the new address.

If you are ever uncertain about with whom you should be dealing, stick with “only the storer”, or if still in doubt email the SSAA for assistance at legalsupport@selfstorage.com.au.

 5. Becoming too involved with the storer or the space Sometimes I wonder if many self-storage staff might secretly want to be counsellors or detectives!

Members often bring “problems” to me that really should not be the business of the staff. It is not, for example, a facility’s business to decide whether the sobbing woman at the counter who claims her ex-boyfriend has stored all her and her children’s belongings in his storage space should “in fairness be given access” to the space.

This is the case even when you have always disliked the storer, or have seen this woman coming into the facility with the storer, or it is the week before Christmas and she tells you all the kids’ presents are in there — don’t get involved in the story!

Unless she is the storer or is a co-storer, she is a stranger to the contract and you can’t deal with her. Indeed, you should not even be confirming or denying whether he stores there (see above).

So too being overly involved with the manner in which you believe the storer is using the space can cause problems. Some staff members jump to conclusions about storers based on appearance, the car they drive and other (often irrelevant) factors.

Naturally, you should be aware of suspicious behaviour, and of course when you are concerned there might be illegal activity

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taking place in the space (such as cooking or manufacturing drugs) the only appropriate action to take is to alert police.

It is NOT appropriate to attempt to discover what is being stored or is occurring in the shed by “playing detective”. In the past I have heard from staff who have set up elaborate sting operations to try to catch storers out, including calling a storer’s mobile from a blocked mobile pretending to want to buy drugs “just to see if they are actually dealing in drugs” — seriously!

Although it is your job to run a secure and safe facility, you must draw a line between appropriate, concerned involvement by way of observation, and Enid Blyton style skulking or undercover investigative work around trying to catch storers out.

 Conclusion Sometimes it might seem easy to give in to a storer who is pressuring you to break one of these “golden rules”, and frankly, you might think to do so would be good customer service.

However, avoiding these five common mistakes will alleviate many problems for you and the facility in the long run. ■

The top five mistakes self-storage operators make: 1. Allowing move-in without signing an agreement 2. Not properly identifying the storer 3. Making promises outside the contract 4. Dealing with a non-storer, and 5. Becoming too involved with the storer or the space.

TRADE

DIRECTORY Design & Construction Services & Suppliers

Trusted suppliers to the self-storage industry

 Kiwimark Construction Ltd

Jacob Layton T: 02 6391 2800 E: sales@storco.com.au W: www.storco.com.au

T: 07 576 5494 F: 07 576 5491 E: travis@kiwimark.net.nz W: www.kiwimark.net.nz  Regis Construction Group M: 0423 083 321 T: 1300 388 224 E: anthony@regisconstruction.com.au W: www.regisconstruction.com.au

 UNIVERSAL STORAGE CONTAINERS (USC)

 Rodger Giles Builders Pty Ltd

 STORCO STORAGE SYSTEMS

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

 Betta Storage Containers

Grant Bryant T: 02 9999 0150 E: mark@bettastorage.com.au W: www.bettastorage.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

Trent Giles M: 0418 745 540 T: 07 3271 3522 E: admin@rodgergiles.com.au W: www.rodgergiles.com.au

 Saurus Self Storage Solutions

Christiaan Claassens 25 Calista Crescent, Bracken Ridge, QLD, 4017, Australia T: +61 418 800 444 E:saurusselfstoragesolutions@gmail.com

 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

 Corporate Construction Group

Matthew Moulsdale 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

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Management Services  FKSL Management

Mark Greig Director of Operations M: +61 499 110 599 T: (07) 3240 8400 E: markg@fksl.com.au W: www.fortknoxstorage.com.au W: www.storelocal.com.au

 Storage King Management Services Australia 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: 02 9253 8350 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

 Box Commercial Estate Agents Robert Stanley-Turner T: +61 3 9410 0388 M: 0418 98 2000 E: rob@boxcom.com.au W: www.boxcom.com.au

 Collins & Associates

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

 Colliers International Holdings (Aust) Ltd Dylan Adams T: 02 9257 0222 E: dylan.adams@colliers.com W: 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 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

Trade Directory

 Robertson & Robertson Sarah Magann T: +61 2 4351 2200 E: sarah@randr.com.au W: www.randr.com.au

 Self Storage Sales Australia

Trevor Berry M: 0408 962 705 E: trevor@selfstoragesalesaustralia.com.au W: www.selfstoragesalesaustralia.com.au

 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 Limited

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.

 BOS NZ Limited

Phil Tindle Palm Beach, Papamoa, 3151, New Zealand T: +64 0800 226 769 E: info@bosnz.co.nz

 ByDesign Graphics

Linda Gunek T: 02 8883 5890 E: linda@bydesigngraphics.com.au W: www.magazinesbydesign.com.au

 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 W: www.hrcentral.com.au

 iBidonStorage

Grant McNamee T: 0410 445 933 E: info@ibidonstorage.com.au W: www.ibidonstorage.com.au

 Lock Distributors Australia

Martin Coote T: 1800 28 77 24 E: service@lockdistributors.com.au W: www.lockdistributors.com.au

 Makinex Construction Products 15 Waltham Street Artarmon, NSW, 2064 T: +61 1300 795 953

 MiniMovers

T: 1300 366 000 E: sales@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

 QueAccess Pty Ltd

Kevin Hannagan M: +61 488 279 918 E: kevin@queaccess.com.au W: www.queaccess.com.au

 Royal Wolf Trading

Craig Baker T: 02 9482 3466 E: removals@royalwolf.com.au W: www.royalwolf.com.au

 Safetech Lifts & Hoists

Tony Krlevski T: +61 3 5127 4566 E: sales@stsap.com.au W: www.safetechtieman.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

 Trans Tasman Energy Group

Jacob Mahoney T: +61 3 9418 3951Work M: +61 430 211 410Mobile E: jmahoney@tteg.com.auWork W: www.tteg.com.au

 Web ID Systems

Ian Bland Unit 6, 9 Mirra Court, Bundoora, VIC, 3083 T: +61 3 9470 8420

Software & Security  EZIDEBIT

T: 07 3124 5500 E: sales@ezidebit.com.au W: www.ezidebit.com

 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

 Sentinel Australia

Jason Keane T: +61 99882035 / 1300 852 117 E: jason@storagesecurity.com.au W: www.storagesecurity.com.au

 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

 Improv Pty Ltd

Michael Stone T: 0417 590 665 E: sales@improv.com.au W: www.improv.com.au

 PTI Australasia Pty Ltd

Ben Parsad T: 07 3216 5524 E: sales@ptiaustralasia.com W: www.pti.com.au

 QueAccess Pty Ltd

Ashley Hooper T: 0488 279 918 E: ashley@queaccess.com.au

 Jetta Excess Baggage Pty Ltd

Lyle Honess T: +61 1300 300 688 E: sales@jetta.com.au W: www.jettaexcessbaggage.com.au 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 Insider Aug-Sept 2017

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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 Ffrench 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

Inside SSAA

SSAA

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

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

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

LIFETIME

Michelle Stokes, Reception / Administration E: admin@selfstorage.com.au

MEMBERS

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

Mark Bateman Frank Cooney Liz Davies John Eastwood Neville Kennard Bob Marsh Jim Miller Jon Perrins Phil Robbie Mark Snooks

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

Bryan Furtado, Marketing & Events Coordinator E: marketing@selfstorage.com.au

Leading supplier of

GOODS HOISTS fOr Self STOraGe

Call us today on

email sales@southwell.com.au

1800 244 787

www.southwell.com.au

Insider Aug-Sept 2017

39

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

 MARKETING

 CHECKLISTS & LETTERS

 PUBLICATIONS

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

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

 IT & ONLINE RESOURCES

• STOReFLASH 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

 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

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Insider Aug-Sept 2017

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

• 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 - New Zealand Flag

 OFFLINE RESOURCES

• SSAA Window Decal and 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.

 CONVENTIONS/SUMMITS

As a member you are entitled to attend our Self Storage informative events: • Owners Summit, Queenstown, NZ, 28–31 August 2017.

 STORAGE AGREEMENTS

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

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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New Members

NEW MEMBERS Provisional Members

Sunraysia Storage Solutions 16 Pine Avenue Mildura, VIC, 3500 Ph: +61 3 5395 1377 Email: mick@wimmeramalleewaste.com.au Ian Goodwin PO Box 61, Kaniva, VIC, 3419, Australia Ph: 0401 107 919 Email: goodwinbros@internode.on.net

Facility Members ContainIt 107 Mangawhai Heads Road Mangawhai Heads, Kaipara, 0573, New Zealand Ph: +64 216 33537 Email: julie@mangawhailandscapes.kiwi Macksville Boat & Caravan Storage 39 Yarrawonga Street Macksville, NSW, 2447 Ph: +61 428 549 711 Email: margarethewtson@yahoo.com Mawson Lakes Storage 1 Dan Street Mawson Lakes, SA, 5095 Ph: +61 477 888 547 Email: mawsonlakesstorage@gmail.com Storage Quest 5 Gold Court Deer Park, VIC, 3023 Ph: +61 452 115 837 Email: admin@storagequest.com.au Great Lakes Storage Pty Ltd 10 Dee Crescent Tuncurry, NSW, 2428 Ph: +61 2 6555 4229 Email: tbreinhold@gmail.com Notting Hill Self Storage 680 Blackburn Road Notting Hill, VIC, 3168 Ph: +61 418 337 180 Email: haimes14@gmail.com

Mildura Self Storage 331-345 Ontario Avenue Mildura, VIC, 3500 Ph: +61 3 5022 2220 Email: jason@cumminsnoonan.com.au 44 Rene Street Self Storage 44 Rene Street Noosaville, QLD, 4566 Ph: +61 419 355 533 Email: dougscotcher@icloud.com Guest Storage Pty Ltd 1072 Centre Road Oakleigh South, VIC, 3167 Ph: +61 402 680 668 Email: guestjames@hotmail.com Mundubbera Country Storage 5 Killala Drive Mundubbera, QLD, 4626 Ph: +61 427 654 800 A1 Storage Ltd 40 Woodward Street Frankton, Waikato, 3204, New Zealand Ph: +64 7 846 1355 Email: a1storageham@xtra.co.nz Cape Containers 11 Congressiional Drive Dunsborough, WA, 6281 Ph: +61 404 354 604 Email: admin@capecontainers.com.au

Service Members

Box Commercial Estate Agents 47 Oxford Street Collingwood, VIC, 3066 Ph: +61 418 982 000 Email: rob@boxcom.com.au HR Central Level 10, 443-449 Toorak Rd Toorak, VIC, 3142 Ph: 1300 717 721 Email: cath.grawe@hrcentral.com.au

Mobile Storage

Mason Containers Ltd 76 Hudson Road Warkworth, Auckland, 894, New Zealand Ph: +64 9 425 7799 Email: admin@masoncontainers.co.nz

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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ellan g – Nar in K e g a Stor

Dapto – NSW

Palmerston North – New Zealand

NSW

Storage Express – Picton NSW

QUA LI TY | IN N OVATION | EX CEL L ENC E Contact STORCO today! +61 2 6391 2800 Email sales@storco.com.au 6,12 Strathgrove Way, Orange NSW 2800