Edition 98 - December 2017

Insider ISSUE98 DEC/JAN18

SURFING A WAVE OF SUCCESS THE BENEFITS OF SSAA MEMBERSHIP

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Best Regional Facility Award Winner: On Guard Self Storage Noosa

Membership in SSAA offers a raft of the business benefits

NEW TRUCK & TRAILER HIRE AGREEMENT FOR AUSTRALIA The first major overhaul of the agreement since its inception is a milestone for the SSAA

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IN THIS ISSUE...

28

4 Chairman’s Report

6 From the CEO’s Desk 8 Industry News 10 Calendar

11 Three Things to Consider in HR 12 Noticeboard

13 It’s Your Association — Get Involved 14 Out & About

18 The Benefits of Being Involved

20 Flashback — Former Executives Form New Management Company NEW SERVICE MEMBER PROFILE 21 Platinum Signs of the Times COVER STORY

22 Surfing a Wave of Success

On Guard Self Storage Noosa recently won the Best Regional Facility Award through shrewd business sense and intuitive marketing nous.

26 Southwell Gives Self-Storage a Lift Toll free AUS 1800 067 313 Toll free NZ 0800 444 356 Tel +61 3 9466 9699

U4/2 Enterprise Drive Bundoora VIC 3083

Email admin@selfstorage.com.au

FEATURE

28 Setting the Family Business Straight

Operating a family business has special challenges. Richard Cooper and Mike Coleman of KPMG outline how to avoid the pitfalls.

FEATURE

30 What Grade Is Your SelfStorage Facility?

Tim Creighton of Urbis explains the development of new initiatives to assist the self-storage industry.

NEW SERVICE MEMBER PROFILE 32 HR Central Seeks Solutions for Staff Dilemmas MEMBERS’ LEGAL FORUM

34 The New Truck and Trailer Hire Agreement INFORMATION

38 Trade Directory

40 Board Members 41 SSAA Staff 42 New Members

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

Email: printing@homesteadpress.com.au

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

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

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

Insider Dec-Jan 2018

3

Inside SSAA

CHAIRMAN’S REPORT

A

Keith Edwards, Chairman, SSAA

Malcolm Collins

Property Valuaaons and Consultancy Collins & Associates provides consultancy and valuaaon advice for individual clients, banks, property trusts and financial insstuuons in markets throughout suburban, provincial and country Australasia based upon 25 years specialised knowledge and involvement in the industry.

Malcolm undertakes demand and benchmarking studies, provides transaccon advice, and valuaaons for first mortgage security, public prospectus, porrolio and asset value reporrng purposes. Malcolm advises purchasers and vendors and many industry entrants needing detailed background informaaon on the industry including assistance with site seleccon, locaaon aaributes, compeeeon review and catchment profiling.

For confidennal advice contact Malcolm on +61 412 476 554

4

Insider Dec-Jan 2018

t the recent Summit, where changing social, environmental and technology advances and the way in which they work together were discussed, it was shown how this leads directly to the way in which we operate our storage facilities on a day to day basis.

I am hoping that we have all added at least one thing into our procedures, policies or daily tasks to increase our efficiency, and hence increase our profitability.

The culture and emphasis of any company starts at the top.

With internal and external forces changing with our society, the goal posts keep moving. We must continue to remember that whatever we do, it must benefit the customer.

There is no point in installing technology for technology’s sake.

Technology that works to our advantage, but is not apparent to the customer, is okay; for example, if it speeds up the contract progress, that is adding value; but if it adds no value to the customer, what is the real point of the technology?

We must remember that service and value are the key words in our business, and if you can under-promise and then exceed customers’ expectations, you’re onto a winner.

With this in mind, I (as allsecure selfstorage) travelled to the Federation of European Self Storage Associations (FEDESSA) conference that was held in Berlin in October, and it was interesting that there were 16 Australian and seven New Zealand attendees at the conference, where Peter Greer spoke about the National Storage story.

A major theme at FEDESSA was the evolution of technology to increase occupancy through the use of computer systems for online modules, from the instore touch screen self-reservation systems assisting the staff at the facilities, to the audiovisual technology that is now being introduced at some facilities to enable them to operate for 24 hours, seven days a week, and to assist the parttimer, or be able to operate at a completely unmanned facility.

“

The board and the executive realise that changes are occurring faster and faster.

”

Finally, there were the kiosks on wheels (robots), an evolution of the Kiosk we know, that now has the ability to remove overlocks and provide two-way video and audio from the customer to a storage consultant at a different location.

All these systems are able to work with the new electronic unit locks, if desired — another innovation that is looking to make our jobs as owners or operators easier, as well as adding value to the customer through added security and convenience.

The board and the executive realise that changes are occurring faster and faster. Members and service members will have to evolve with developing technology outside and within the industry, and cope with political change, with or without legislation.

With this in mind, we are looking at new ways to add value to the membership, as well as membership drive strategies to increase the membership base, to be able to add value to all members. n

A Shout Out To Storman NZ, Who came to the party in Auckland in November and shouted drinks at the members gathering

Inside SSAA

Susan Phillips, CEO, SSAA

I

s self-storage still a secret?

It got me thinking the other day when I visited Adelaide for a long weekend — is self-storage still a big secret in Australia?

I attended a couple of social functions and spent time catching up with friends whom I had not seen in quite some time.

For me as it is for a lot of people, life moves on, we drift apart and before you know it, it has been 20 years between drinks, so to speak.

“

The big question is, how to achieve this growth.

”

Inevitably, the conversation soon gets around to “where have you been?”, “what have you been doing?”, and so on. I

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Insider Dec-Jan 2018

From the CEO’s desk recount my story of living in various states of Australia as my husband pursued his career in geology; however, once we landed back in North Queensland (I grew up in the Cairns area) we fell into selfstorage. One thing led to another and now I find myself living and breathing selfstorage every day.

Which leads me to the point of my story — I am surprised repeatedly by the conversation that ensues once I mention my involvement in the self-storage industry. Of course, there is the immediate mention of the reality television show Storage Wars, and that is usually the sum total of their knowledge.

Fortunately, my friends manage to see through this type of television; nonetheless, they are fascinated with the whole concept of self-storage. So, I find myself describing in detail how self-storage works, who uses it, why they use it, and for how long.

So, it brings me to think about just how many people know, understand and therefore use the services of self-storage facilities in Australia. In the USA, research indicates that approximately 10% of

households use self-storage. Admittedly, the industry there was established more than 40 years ago, and during that time it has developed into an everyday part of life. It is also helped when some county and civic laws prevent homeowners from storing possessions in their own open garages, as is the case in California.

The Australian industry, established some 30 years ago, follows the USA in market maturity. In comparison, in Australia the last study, which was done in 2013, indicated that between 3.5% and 4% of Australian households use self-storage. We are a long way behind the USA’s usage; however, this opens up massive opportunity for growth.

The big question is, how to achieve this growth? Do we make storage more affordable, do we lobby to change some local council by-laws, or do we campaign to raise the awareness of self-storage?

It is a challenge for all of us in the storage game.

What is your view?

Go to www.selfstorage.org.au/ssaa-poll and have your say. The poll closes on 15-01-2018. n

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Industry News

INDUSTRY NEWS THE RESULTS AUSTRALASIAN SELF-STORAGE INDUSTRY SHOWS LITTLE GROWTH Monthly revenue index

Urbis, a self-storage valuation and consulting firm, has published its latest Urbis Storage Index (USI), which tracks self-storage demand, rental rates, occupancy and revenue along the east coast of Australia and in Auckland, New Zealand.

30 JUNE 2017 RELEASED SEPTEMBER 2017 The USI monitors self-storage performance from more than 70 facilities in seven categorised zones in the region.

The report shows that, generally, industry performance has been relatively flat in Australia during the past six months, and storage demand in Auckland has enjoyed steady growth over the past year.

Average occupancy in Australia for the six-month period to June 30 was about 87%, which was an increase of less than 1% from the previous period. Occupancy in the major markets of Melbourne and Sydney declined 0.64% and 0.13%, respectively.

Brisbane’s market, however, showed slight growth in occupancy, with a reported 1.73%, although the city’s outer suburban

Weighted average $ rate/sq.m., weighted average unit size and area occupied (%) as at 30 June 2017 $500

100.00% 95.00% 90.00%

URBIS STORAGE INDEX

Area Occupied %

$400 $350

85.00%

$337.51 $296.86

80.00%

$306.26

$330.58

$318.91

$282.76

$280.74

75.00% 70.00%

$450

$440.41

7.84m²

7.63m²

9.47m²

10.00m²

9.10m²

$214.56 11.18m²

Sydney Inner Zone

Melbourne Inner Zone

Brisbane Inner Zone

Sydney Outer Zone

Melbourne Outer Zone

Brisbane Outer Zone

$300 $250 $200

8.80m²

8.85m²

8.84m²

Auckland*

East Coast Australia

Australia and New Zealand*

$150

* NZD$ adjusted for currency exchange rates as at 30 June 2017, where: AUS $1 = NZ $1.05 Source: RBA

AREA OCCUPIED

AUCKLAND STANDS OUT

π The average occupancy for Urbis Storage Index The Auckland zone has been a stand out performer areas recorded an occupancy average of 82.3%, less than the (USI) facilities on the East Coast of Australia is with storage fee rate growth at 4.18% over the 86.85%. Theaverage.

USI results for the past 6 months to previous 12 months. The Auckland zone experienced national June 2017 show a marginal increase of less than 1% 1.14% decrease in occupancy by area for the same Australian rental rates grew by 2.1%aperiod, in the 12 months ending June (0.085%) in area occupied for East Coast Australia but maintains a high average occupancy 30, while the Australian Consumer Price Index grew 2.2% during the facilities. of 90.46%.

π

The USI data showsaccording that the total Melbourne same period, to Urbis.

LOOKING FORWARD and Sydney market experienced a decline in area Urbis consumer for self-storage in Australia is occupied predicts by 0.64% and 0.13% respectively.demand The The question remains as to the level of overall fee Brisbane experienced in area likely tomarket grow due toa growth an increase in apartment Percentage revenue increases dwellers. that can be achieved.

Urbis is of occupied of 1.73%. Notwithstanding this rise, the view that the substantial increase in apartment growth in apartment living betweenthe2011 and 2016 increased by Brisbane Outer region remains at softer occupancy living will give rise to stronger demand for self levels averaging 82.33% in9.4% occupancy.

18.9% in Sydney, in Melbourne andand25.5% Brisbane. storage will be thein major factor driving revenue growth.

The following chartthe showsoccupancy the percentage In Auckland, of 4.2% offset AVERAGE STORAGEstorage FEE RATESfee rate growth increase in the population living in apartments in the decline of 1.14% over the 12-month major period to 30centres June.

Average metropolitan of Sydney, Melbourne Average Storage Fee rates achieved for all East and Brisbane. occupancy Auckland the Australian markets in the index, Coast Australia in facilities experiencedoutpaced moderate growth of 2.08% over 12-month period to June Percentage change of people living in apartments with a figure of the 90.5% during the year.

2017. CPI growth over the same period was 2.20%. between the 2011 and 2016 census dates Urbis has tracked the storage industry in Australia and New ZeaSydney 18.92% land since 2008. ■

π

π

Melbourne

9.41%

Brisbane

25.50%

KBH GROUP PURCHASES COMPETITOR; Q1 2018 OPENING FOR KEEPSAFE WELSHPOOL ON TRACK (Source: 2011 and 2016 Census)

Urbis has been monitoring the self storage industry in Australia and New Zealand since 2008.

Our substantial set of time series data, the first of its kind in the Australasian self storage industry, affords Urbis as the self storage experts. Our measured approach and proven expertise provides an accurate picture of your facility’s value and how to maximise it.

David Blackwell Director

2

Design of KeepSafe Welshpool.

The new look of the recently renovated Welshpool Self Storage.

As reported in the previous issue of Insider, KBH Group has recently completed the settlement of Welshpool Self Storage. In the first 90 days of operation, KBH has converted the existing 19-year-old facility with padlocks on the main gates into a facility that now offers 24/7 access, individual door alarms on every unit, automated lighting systems in both the driveways and access corridors in the larger units. These new systems are all seamlessly controlled via PTI access control.

Construction is now in full swing at KBH’s other Welshpool site, KeepSafe Storage Welshpool, which is expected to open in the first quarter of 2018.

The concrete slab has been poured, all tilt-up panels are standing, the structural steel component is complete, and the builder is installing flooring on levels 1 and 2, and the roofing.

This facility will further expand KeepSafe’s premium offering in Perth, and includes all the features of the company’s other state-of-the art

8

Insider Dec-Jan 2018

URBIS STORAGE INDEX - 30 JUNE 2017

The KeepSafe Storage Welshpool site layout.

award-winning facilities. The largest feature is a nine-metre wide drivethrough which can accommodate all vehicles up to and including Heavy Rigid (HRV) Trucks. In addition, this site has a large external storage area for trucks, trailers, cars, boats, caravans, sea containers and pallets, ensuring that it is truly a one-stop shop for storage customers. ■

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WE WOULD LIKE TO TAKE THIS OPPORTUNITY TO WISH ALL OF OUR PARTNERS AND FELLOW MEMBERS A VERY MERRY CHRISTMAS

For more information call Mark Greig on 07 3216 3997 or email partners@fksl.com.au www.fksl.com.au

Industry News

SOUTHWELL LIFTS & HOISTS SIGNS SSAA PRINCIPAL PARTNERSHIP The SSAA is pleased to announce that long-time service member, Southwell Lifts & Hoists, is now a Silver Level Principal Partner.

Extending into 2018, this agreement is a result of the continuing support that Southwell Lifts & Hoists has shown the SSAA and its members.

Southwell has continuously provided quality products and services to members of the SSAA and the Association is very proud of its achievement.

Southwell Lifts & Hoists is a family owned and operated company, established in 1945, and has provided the self-storage industry with innovative, cost-effective lifts and hoists, all of which are engineered and manufactured in the company’s factory in Camden, New South Wales.

To date the company has supplied

custom engineered lifts and hoists to over 300 self-storage facilities in Australia and New Zealand.

SSAA CEO Susan Philips met with David Head, director of Southwell Lifts & Hoists, to personally congratulate the company on the new partnership with the SSAA. “Membership with the SSAA for over 20 years has been an integral part of our business growth, and we are excited about moving forward at the Principal Partner level into 2018,” said David Head.

“With this commitment we intend to provide more time and resources to listen to the Association’s members to deliver superior products and comprehensive maintenance.”

For more information on the wide range of Southwell engineered lifts and hoists visit www.southwell.com.au. ■

SSAA CEO Susan Phillips congratulates David Head, director of Southwell Lifts & Hoists, on becoming a Silver Level Principal Partner.

SSAA CALENDAR

2018 March 15 22

raining & Networking – QLD T Training & Networking – SA

April 12

Training & Networking – Tasmania

June 18

SSAA Awards Submissions due

August

21 Members’ Day Out 22-24 SSAA Convention & Expo – QLD

October 18

Training & Networking – NSW

November 1 13 15 29

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Insider Dec-Jan 2018

Training & Networking – WA Training & Networking – Wellington NZ Training & Networking – Auckland NZ Training & Networking – VIC

Management

THREE THINGS to consider IN HUMAN RESOURCES Establishing appropriate HR principles is crucial for business success.

W

hen it comes to running your business, getting human resources (HR) protocols right is just as important as the product you are selling or your service offering. If you employ people, you ought to make sure that you have a good HR foundation in place.

As the backbone of your business, HR is all about your people, from when they apply for a role you have advertised right through to after they have left. In that time, your people need to be paid correctly, receive the right entitlements, be managed, developed, acknowledged and valued, as well as provided with an understanding of what you expect from them. This is what HR will help you to achieve.

There are many components to HR and you must be sure you get them right.

Whether you are a new business or well established in the industry, these are the top three things to consider when it comes to HR.

 Understand minimum employee entitlements Let’s be honest, our industrial relations system isn’t the simplest in the world, but it does effectively govern the employeeemployer relationship in Australia.

Understanding and complying with the minimum entitlements outlined within the Fair Work Act 2009 (Cth) (FWA), National

Employment Standards (NES) and Modern Awards should be the number one priority for all employers to avoid penalties or claims.

To make sure you’re up to speed, start by familiarising yourself with the NES. The NES outlines the 10 minimum entitlements for all employees — we call these entitlements the “safety net”.

You should also be aware of the Modern Award that applies to each of your employees. There are 122 different Modern Awards in operation — for example, the General Retail Award 2010. Each of these awards provides conditions of employment specific to an industry or occupation such as minimum wages, hours of work and overtime, amongst other workplace related conditions.

 Have policies in place that fit your business Being proactive and having clearly defined policies in place is a good investment, both for your business culture and your obligations as an employer. Not only do policies make you look good internally to staff and externally, they also allow you to be legally compliant with legislation such as the FWA and relevant state based Equal Employment Opportunity law.

Without clearly defined policies in place for issues such as social media, bullying and harassment, drugs and alcohol and the use of the internet, for example, having an issue arise for which you aren’t covered can leave you as an employer on the back foot and defending a claim without much protection.

Policies need not be cumbersome, just thorough enough to cover what you need them to be without becoming a dust collector on a shelf. They help make sure your staff are all on the same page and know what is expected of them. These days

policies are best managed via an HRIS (cloud HR management software).

 Get the right people in the right roles Behind every company, big or small, is its talent. Your talent is essential to the success of your business and as such, getting the right people in the right roles is key.

There is no exact science to recruitment, and finding the right people is not as easy as it sounds. However, with a well thought out and planned recruitment process you can engage effectively and ultimately improve the quality of the people you hire.

This can be achieved by having a punchy job advert, utilising screening techniques such as phone interviews, and preparing a series of tailored questions that will allow the candidate to prove their suitability and alignment to the position.

“

There is no exact science to recruitment, and finding the right people is not as easy as it sounds.

”

Whether you are just starting out or are looking to refresh your HR practices, consider these top three areas. Don’t forget that you don’t have to go it alone.

With the SSAA HR Help Desk now open, HR Central can support you in understanding your modern award, aligning your policies with your business strategy, and investing in your people power which will help to set your business up for success. ■

Insider Dec-Jan 2018

11

Noticeboard

SSAA

NOTICEBOARD  Merchant fees be gone…

The SSAA appreciates your membership. In the past, when you made payments to the SSAA via credit card you were charged a 2% surcharge for Visa and Mastercard payments and a 3% surcharge when paying via AMEX. Our members informed us that they didn’t like the surcharge as it looked like an additional fee. It wasn’t; we were simply passing on the fees that the banks charge the Association.

We have listened to our members’ wishes and removed the merchant fee. The SSAA will now absorb the cost of all credit card surcharges. * The absorption of the merchant fees is limited. The absorption will apply to all charges under $5,000. The Association reserves it right to charge merchant fees for any charges of $5,000 or above.

 New Strategic Alliance with Bunnings

The SSAA, with the assistance of Chairman Keith Edwards, is pleased to announce its new strategic partnership with Bunnings Australia and New Zealand.

Bunnings is a leading retailer of home improvement and outdoor living products in Australia and New Zealand, and a major supplier to project builders, commercial tradespeople and the housing industry.

Members can apply for the PowerPass Card online via the SSAA website free of charge and have access to a range of exclusive deals, events and commercial pricing. PowerPass gives your business even more buying power with a choice of three account options.

Bunnings Trade is about delivering a more specialised service, trade advice and know-how to its customers. A leading supplier to the commercial industry through its network of conveniently located trade centres, Bunnings stores and warehouses stock trade quality products, with large quantities of supplies so you can buy in bulk.

To open a new account, please visit the news section on the SSAA website: https://www.selfstorage.org.au/announcements/bunningsaccount-online .

Once you have your Bunnings account number, please notify the SSAA so we can validate and confirm with Bunnings that you are a member and provide Bunnings your membership number.

 SSAA in partnership with Mercedes-Benz In addition, the SSAA has partnered with the AMG Group for the Mercedes-Benz Corporate Programme, which is available to all certified members of the SSAA. The benefits also extend to partners of eligible staff.

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Insider Dec-Jan 2018

The Mercedes-Benz Corporate Programme is designed to make ownership easier and more beneficial to you. As a qualified member, you are also eligible to receive exclusive benefits.

In Australia you can receive: • Complimentary scheduled servicing for three years or 75,000 kilometres (whichever comes first); • Reduced dealer delivery fees; • A total of four years’ complimentary Mercedes-Benz Road Care; and more.

New Zealand members will be entitled to: • Complimentary scheduled servicing for up to four years; • Total of four years’ warranty and nationwide Mercedes-Benz Roadside Assistance service.

Full details of the Mercedes-Benz partnership entitlements for all SSAA members are detailed on the SSAA website: https:// www.selfstorage.org.au/announcements/mercedes-benz-ssaacorporate-programme.

 New Mobile Storage Agreement for Members At the beginning of 2017 the SSAA released a new Mobile Storage Agreement. It replaces the previous mobile agreement and should be used by all members engaged in mobile storage.

Mobile storage by definition means storage whereby a space is taken out to a storer to be packed by the storer and is then either left at the storer’s property indefinitely, or returned to the storage facility for storage. At all times, the storer is the only one who has the keys to the storage space, regardless of whether it is still out at the storer’s property or at the storage facility.

Mobile storage presents a unique range of legal and practical issues not encountered in traditional storage. Significant financial resources were expended on developing the new agreement.

Because the number of members who engage in mobile storage and require a mobile storage agreement only represents a relatively small proportion of the SSAA membership, the SSAA is charging a one-off fee to those members who wish to use the agreement. Hence the cost of the agreement, although significantly subsidised by the SSAA, is partially met by those members who use the agreement in their businesses.

Members who have previously used the old mobile storage agreement should make the change to the new agreement. The SSAA will no longer provide legal support for the old agreement. n

Noticeboard

IT’S YOUR ASSOCIATION —

get involved

T

he SSAA is seeking input from members who would like to contribute their time and ideas to two specific tasks.

Firstly, in an endeavour to update the Awards for Excellence process, the SSAA is seeking individuals to form a sub-committee in order to work with the Executive to review the awards criteria and judging process.

The second project is the establishment of a sub-committee to assist with the Convention program content and relevant speakers.

If you are interested in either project and would like to join a sub-committee, you will be required to be available for two or three teleconferences (of about one hour’s duration) and provide written feedback in a timely manner on any research or papers that are supplied.

If you would like further information, please contact SSAA CEO Susan Phillips on +61 3 9466 9699 or ceo@selfstorage.com.au .

Expressions of interest should be received by Friday 15/12/17.

Not receiving our e-Newsletters?

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Insider Dec-Jan 2018

13

Out & About

Wilson Storage – Cheltenham VIC

Kennards Self Storage – Warrawong NSW

Storage King – Rolleston NZ

QUALITY | INNOVATION | EXCELLENCE

Sponsored by- Storco

Out and about

Contact STORCO today! +61 2 6391 2800 Email sales@storco.com.au 6,12 Strathgrove Way, Orange NSW 2800

 Albury Wodonga

On September 19 the SSAA completed its first Regional Self Storage Industry Open Day in Albury, Victoria. These events provide the self-storage community — both members and non-members — with the opportunity to come along and meet with the SSAA and our service members for presentations in the morning, an extended mini-trade show luncheon and then a guided facility tour.

It was a great turnout, with 12 non-member facilities and eight member facilities registering for the event.

STORCO provided everyone with a tour of its new Wodonga Storage King facility, and allowed guests to look through it in great detail and ask any questions about how the facility has grown so successfully.

It was such a treat to be able to present the SSAA and its service members to a regional area that really appreciated the event and the industry knowledge delivered on the day.

Storco was th

e first service member to pr self-storage in esent the lates dustry solutio t in ns.

ility, Storage King fac to the Wodonga A special thanks depth tour and inan h wit e on every . which provided cessful business insight into its suc

The mini-trade show luncheon was a great opportunity for the local self-storage community to meet our service members.

14

Insider Dec-Jan 2018

A special thanks to STO

RCO for sponsoring this event.

to to present was proud unity. m The SSAA m co e self-storag the Albury

StoreLocal Conversion RegisBuilt recently completed a high quality building conversion on Campbellfield’s StoreLocal self-storage warehouse.

BEFORE

AFTER

Architectural Design

Engineering

Storage Unit Construction

Building Conversions

Permits

Building Structures

Turn Key Solutions

Warehouse Construction

PHONE 1300 388 224 EMAIL info@regisbuilt.com.au

regisbuilt.com.au

Out & About

Wilson Storage – Cheltenham VIC

Kennards Self Storage – Warrawong NSW

Storage King – Rolleston NZ

QUALITY | INNOVATION | EXCELLENCE

Sponsored by- Storco

Contact STORCO today! +61 2 6391 2800 Email sales@storco.com.au 6,12 Strathgrove Way, Orange NSW 2800

Out and about  Parramatta Sydney

Repeating the format of the Aulbury Open day, we presented the latest in self-storage solutions at Parramatta, Sydney All the guests gave great feedback, and appreciated the industry knowledge and clever industry solutions offered by our service members.

The facility tour was at the unique Hitchens Self Storage facility in Emu Plains, which has undergone many extensions to accommodate growth. The facility featured a raised platform over half of the facility, built as an extension so the building could “float” over the river.

A grateful thankyou to all our service members who have participated in these events, and a special acknowledgement to STORCO, the major sponsor for both events. Without the support of our service members the SSAA could not have provided this new initiative to the selfstorage community.

ce again.

A good turnout on

The mini-trade show was popular among the guests.

age with

opportunity to eng Service members had the mbers.

-me non both members and

CEO Susan

A great afternoon tour of the Hitchens Self Storage facility and its unique features.

16

Insider Dec-Jan 2018

Phillips wel comes new member Ji Wollondilly m from Self Storag e to the Ass ociation.

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

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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 SSAA

THE BENEFITS OF

BEING INVOLVED What are the benefits of being an SSAA member? Have you forgotten why you joined?

B

eing a member of SSAA means being part of an industry community. Here are four reasons why you should belong: Advice, Awareness, Connect, Collaborate.

 Awareness

With over 27 years of experience, education and knowledge throughout the self-storage industry, the SSAA today represents in excess of 1,400 storage facilities in Australia and New Zealand.

Some of our members have been with us since inception, and others are recent additions to the association. The self-storage industry is thriving, and you can get caught up in your day-to-day operations, so let us remind you why you joined the SSAA.

 Connect

Membership with the SSAA provides opportunities to connect, network and enhance relationships with innovative and knowledgeable industry businesses.

Subject to your level of membership, you could attend a conference, networking event, training day, open day or exhibition/trade show.

Our events are both local and international, allowing you to learn about “best practice”, new ideas, key achievements in the industry, and brainstorm with others who are looking to share, learn and grow.

 Advice

We are the scaffold for our industry, providing help, guidance and support in day-to-day business operations, assisting with agreements, procedures, legal help and advice, HR help and basic business checklists.

 Collaborate

We want our members to excel. Membership can be the key to delivering real business quality improvements through our Awards for Excellence Program, Mystery Shopping service, our governing constitution and code of business ethics.

We strive to ensure members have the skills and resources for success, longevity and growth.

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Insider Dec-Jan 2018

Expand your knowledge base through industry training on legal, sales, HR, research publications, quality speakers at our annual events and special guest speakers at our networking evenings.

Don’t forget, SSAA service members are a wealth of knowledge and experience, and have innovative products and services specialised to the industry.

We strive to share with our members the latest industry news, innovations and upcoming events through traditional and online formats. This information comes to you via our Insider magazine, STOReFLASH newsletter, website, industry blog, trade directory and social media.

Having a presence within your industry can create the name recognition it takes to have customers and suppliers coming to you.

You never know at which convention someone will approach you about a smart strategic alliance or deal.

Over the years the SSAA has expanded the breadth of member benefits. We enjoy engaging with our members, and encourage you to share with us how we can keep delivering value and share initiatives.

As a member, don’t forget to display proudly your membership certificate and logo, reassuring your customers that you deliver to the SSAA standards of highest quality. ■

Flashback

Flashback Homestead Press’ Joe Barbaro looks back to a news story in Issue 24 April 1998, in which a new business launches. It has a now very familiar name.

F

ORMER EXECUTIVES FORM NEW MANAGEMENT CONSULTANCY Two of Millers’ former senior managers, David Scanlen and Michael Tate, are using their years of experience gained with the industry leader to go it alone in their own management consulting business, Storage King. They commenced operation earlier this year.

Scanlen’s expertise lies in financial and technology management.

Tate’s expertise rests with his ability to successfully manage operations and staffing requirements.

After five years working as managers, a period in which Millers led the industry in market share and profitability, Scanlen and Tate are now working with owner-operators interested in growing their business.

“The opportunities in this fast-growing industry are enormous if operators have the right information and tools to run their business.

A well run operation will make money,” Tate says. “There is no doubt that Australia’s industry is under-supplied. The real opportunity is in doing it right to make the most money with the least resources.”

Storage King’s expertise extends to all facets of the industry, with its number one priority to ensure each client is maximising the returns from their day to day business and long term asset.

“It’s a people business first and foremost,” Tate says. “A storage business is a retail business. It relies on staff understanding customer needs. Without good people your business will go nowhere.”

The question of cash collection is approached differently across the industry. Some companies prefer a wait and see approach; others use late fees to motivate the customer to pay.

“A storer through the door is not real revenue until the cash is collected. Sharpening up debtors’ management is one of the first steps in improving a business,” Scanlen says.

Legal issues are an ever increasing burden on owner-operators, as evidenced by the sharp jump in lawsuits taking place in the US. “Most operators have not had much to do with the law, and many are justifiably quite scared of it. The US experience States shows that we must understand the legal implications involved in running a storage business. We can help clients to identify problems and show them how to minimise their exposure in this area,” says Tate.

Due to the introduction of new competition, product awareness and demand for storage space is greater than ever, so achieving the best rental yields when operating at capacity provides an enormous challenge.

“If your facility is full on a discounted rate then you are not earning enough. Operating at a maximum capacity may simply mean you are not charging enough,” Scanlen suggests. “Self-storage is like any other product available in the marketplace. It’s all about matching supply and demand. With self-storage significantly under supplied, there are great opportunities for price escalation. Knowing how much to charge is one of the keys to successful business,” he says.

In addition, technology is playing a bigger role in the day-to-day operations of the storage industry. For work to be done profitably and on time it is essential that the right systems are in place.

“It’s important that in a dynamic business like ours, managers have the right information at their fingertips whenever they need it.

Receiving monthly profit and loss statements tells you what happened six weeks ago. You need to know what’s happening now in order to run your business to its full capacity,” Scanlen advises. “Superior management information systems will lift a company’s results to the next level. It helps management know exactly where the business is in its lifecycle, and ensures staff can provide the service necessary to win repeat business.” ■

understanding, creating printing solutions.... ....a printer who knows self storage! putting ink on paper since 1977 3 Paterson Parade Queanbeyan NSW 2620 PO Box 624 Fyshwick ACT 2609 tel: 02 6299 4500 fax: 02 62994200 email: printing@homesteadpress.com.au SSAA member Since 1999

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Insider Dec-Jan 2018

www.homesteadpress.com.au

New Service Member Profile

SIGN OF THE TIMES

I

t pays to get your business noticed.

Many potential customers will discover your business, and your location, by seeing a sign that points them in your direction.

Platinum Signs offers a wide range of high-visibility signage solutions to give your business a competitive edge. Its services include fleet branding, boat wraps, car wraps, printing services, banners, window detailing and more. Special or unusual requests can also be catered for.

To Platinum Signs, signage is about presenting its clients in the best possible light.

”

Signage works for you 24/7, reaching potential customers even out of business hours. It can help develop your brand recognition and identity while using up previously unprofitable blank space. Take advantage of this by discussing our packages with a consultant.

ACCELERATE THE

SSAA Convention & Expo 2018

Early Bird Rate Ends 2nd April 2018 ····

Networking Events

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25+ Speakers

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Leaders Dinner 40 Exhibitors

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Competitions

Orientation Day

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Gala Dinner

Workshops

Breakout Sessions ····

Members AGM

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Industry Awards ··

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Members Day Out

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Women in Business ····

Facility Tours

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“

Working together with you Platinum Signs can determine what’s best for your business.

Depending on complexity and size, most jobs take between a few hours and a couple of days to complete. Everyone at Platinum Signs works hard to ensure the job is done within your timeframe.

Platinum Signs’ representatives work across inner Sydney and the outer suburbs. They can assess your branding needs, provide a quote and arrange for the work to be done by your deadline. If you prefer, they can design a complete signage package.

To Platinum Signs, signage is about presenting its clients in the best possible light. The Platinum Signs team keeps up-to-date with the latest technologies, materials and trends in signage so they can deliver the biggest impact for your business.

For your next signage project get in touch with Platinum Signs and boost your business’s potential to attract new customers.

No matter how big or small your job is, Platinum Signs can optimise your business’s visibility and boost opportunities for new business.

To know more on Platinum Signs, visit their website on http://www.platinumsigns.com.au ■

···· Golf Championships

22nd-24th August 2018 | Brisbane | Australia Brisbane Convention Centre www.selfstorage.org.au/book-now

Insider Dec-Jan 2018

21

Cover Story On Guard Self Storage in Noosa is state of the art.

SURFING A WAVE

OF SUCCESS

On Guard Self Storage Noosa recently won the Best Regional Facility Award through shrewd business sense and intuitive marketing nous.

O

ut of adversity comes opportunity for those willing to look beyond the immediate. Those who have the initiative find ways to make the most of trying circumstances.

So it was for Bill & Kirsty Sharpe, who had a flourishing property development business in north Queensland. Then the GFC hit, and the couple decided they needed to remodel their business to handle the crunch.

So was born OnGuard Self Storage. As with so many other businesses, On Guard

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Insider Dec-Jan 2018

Self Storage rose from a clever Plan B, and hasn’t looked back since.

“I’m a property developer and builder, and like most other businesses and developers during the GFC we needed to reinvent ourselves to build a reliable income,” Bill Sharpe told Insider. “We had some land set aside for development as a marine precinct park but the market had softened so we decided to build a storage facility to collect some rent.”

The Sharpes had no previous storage experience, but that didn’t daunt them as they set about building a business from the ground up.

“It was a pretty easy transition because we had come from a tourism background in development with holiday accommodation complexes and operating them,” said Bill.

“We had a lot of experience in dealing with the public, and the higher level of service they expect. We applied all of that experience and higher service skill to our storage facilities and we’ve ended up with one of the best facilities in the country.”

On Guard Self Storage Airlie Beach was built using the latest technology and

storage design concepts that Bill and Kirsty had researched, and soon had a thriving customer base. So much so that the business won the New Entrant Award in 2014.

Not long after, the Sharpes moved south to Noosa and decided to build a brand new facility in their new locale. Lessons learned from Airlie Beach were harnessed in the development of On Guard Self Storage Noosa, and not surprisingly, the business was soon fully occupied.

The Sharpes simply applied some common sense and business know-how to target their new business to the local market, said Bill.

“We looked at the demographics of where we were building facilities. For example, the Whitsundays is all about boating so we knew we needed larger units for people to store their boats, which were largely in the eight to nine metre mark. So we needed ten metres deep by four metres high units, and a 20-metre wide driveway so they could turn their trailers and reverse into the units. It was pretty easy to work those things out. As

The On Guard Self Storage Noosa team: Bill and Kirsty Sharpe, Harry and Mark.

soon as we built those in Airlie Beach in 2013 they were full in three months. The second stage of the site was full in six months. We’re about to build a new two storey building to continue the growth.

“As soon as we finished that facility in August 2013 we moved to Noosa and purchased a site and created the Noosa facility. We opened Noosa in April 2014, just six months after we opened Airlie Beach.”

On Guard Self Storage Noosa recently won the Best Regional Facility Award at the 2017 Owners’ Summit, cementing the Sharpes’ storage business as an industry leader.

“With summers getting hotter and cyclones coming further south, storing in this heat and humidity will be more difficult, and with this demographic of Noosa, it will be difficult to store leather, artwork and high quality furniture in that environment. The only way to achieve a safe standard of storage for those goods will be by dehumidifying it. The Noosa demograpbhic will pay a premium to store valuable property properly. We’ll be making sure we have every aspect of storage environments available for our customers, and be seen as the best.”

Catering to their local market is a preoccupation for Bill and Kirsty. They have developed some novel storage product ideas that fit their demographic like a glove. These include Store a Board and Noosa ManCaves, which offer suitable storage sizes for things like “larger garage style toys”, with power and lighting available along with electric controlled roller doors.

“We started Store a Board just for surfboards at Noosa to suit the baby boomer demographic who like to holiday here but don’t have anywhere to store their

 Fitting the storage climate

The Noosa site is undergoing further development to enhance its capacity from about 400 spaces to double that number, and more importantly, to offer a specific storage model that will answer the requests of the local market.

Bill explained, “We have a lot of larger spaces with electric doors for caravans and so on, and a typical blend of smaller units. We staged the way we developed the Noosa site. The first stage was 150 spaces, and we were able to see what was going to be needed. We filled that first stage in six months, and that made us bring forward the second stage development of a further 235 spaces, and we called on our experience from the first stage for what the demand would be. It was full within 12 months.

“Then we bought the land next door, and we’re about to build the third stage.

It will be a three-storey building, and the entire building will be dehumidified and climate controlled.

“

We had a lot of experience with dealing with the public, and the higher level of service they expect.

– Bill Sharpe

”

Insider Dec-Jan 2018

23

Cover Story

“

Having Kirsty’s father Harry here is like having Richard Gere working in your facility. All the local ladies like to pop in to see Harry, the original silver fox.

”

ManCave alley.

longboards and stand-up paddle boards when they stay in hotels or apartments,” explained Bill.

“We have a valet service, where we pick their boards up from their hotel and drop it back to the hotel. We also have a storage valet employee to assist customers, especially older customers, who can’t lift or move their items easily. In Noosa the easier you can make it for customers to store their goods the more they’ll pay for it.”

That kind of service fits the Sharpes’ model of superior service from their tourism days, and it’s the kind of attention to detail that attracts the local clientele.

“We upsell on service and facilities at our storage, whereas our competition discount on price to get customers. We just add service that’s not really going to cost us any more money, but we’re providing another level of service, and our conversion rate from customer enquiries is around 90%,” said Bill.

“Our driveways and loading bays are under cover. We’re all about having the most comfortable environment for loading and unloading goods and accessing them in all types of weather. Every facility should

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Insider Dec-Jan 2018

be catering to their particular market and continuously working on that.”

OnGuard Self Storage Noosa operates with a staff of three — Harry the manager,

Mark the storage valet and Kirsty (fellow owner) the office manager.

Bill also mentioned the advantages of personal interaction with customers. In the

“

We’ll be making sure we have every aspect of storage environments available for our customers, and be seen as the best.

– Bill Sharpe

The loading dock at On Guard Self Storage Noosa.

”

case of OnGuard Self Storage Noosa, that means Kirsty’s father, Harry (the manager).

“Having Kirsty’s father Harry here is like having Richard Gere working in your facility. All the local ladies like to pop in to see Harry, the original silver fox. He fits in so well with the local demographic, and converts more sales!” explained Bill with a laugh.

 Making connections

The Sharpes joined the Self Storage Association of Australasia as soon as their Airlie Beach site was operational. The benefits, said Bill, were immediately apparent, and they have maintained their membership and enthusiasm ever since.

“We joined the association in August 2013 when we opened Airlie Beach. We’ve participated in every opportunity for networking nights in the region, and we’ve attended every convention since 2014,” said Bill.

“In 2014 Airlie Beach won the association’s New Entrant Award.

We were a runner-up a couple of times in the Regional Facility and Small Operator Awards. We’ve found the networking and meeting opportunities to be a real help in learning more about the industry.

Having a tourism and accommodation background, we’ve found it’s quite easy to mould into self-storage.”

The Sharpes will be actively seeking new storage opportunities in the future, but won’t take their eyes off their current operations.

“We’ll look into another facility opportunity when that comes up in due course, but we’ll keep on focusing on our business as best we can,” said Bill. n

Insider Dec-Jan 2018

25

Company Profile

SOUTHWELL GIVES SELF-STORAGE A LIFT

Y

ou could say lifts are like bus drivers — nobody notices them until they’re not there.

Lifts in all their forms are a part of everyday life for most people, and for self-storage operators with more than one storey they’re fundamental to a successful business with safety and quality paramount.

The simplicity of the lift process, but the complexity of making it happen, is the signature technology of Southwell Lifts & Hoists, which boasts over 70 years of active involvement in engineering lifts for every kind of scenario.

Southwell Engineering began life as a family business manufacturing lifts and hoists in Camden in 1945. Current owner and director David Head took over the company 20 years ago from the Southwell family after a career in energy industries, and has driven the business to tackle a range of challenges unimagined just 20 years ago.

“I had always lived in this area but worked in the oil and gas industries and coal mining, and spent a lot of time in Asia and the Middle East. I had the opportunity to buy the business from John Southwell, who had been my mentor for a while, so it was a good change for me, to be able to settle down and work near home,” said David.

The company has won clients in all corners of Australia and even overseas — from Sydney skyscrapers to PNG fruit processing plants and blast furnaces in steel mills — by addressing their unique challenges with innovative designs and technology.

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Insider Dec-Jan 2018

Southwell Lifts & Hoists is a SSAA Silver Principal Partner in the self-storage industry, with membership in the association that stretches back 20 years to when David took over the company. That membership has built an enduring relationship between business and industry, based on trust and professionalism. Southwell proudly lists Kennards, Storage King, National Storage, Rent a Space, Storage Choice, Fort Knox and many other well known brand names as clients.

The self-storage industry is a key market for Southwell, and the company is uniquely placed to provide solutions for the many and varied applications placed on it by self-storage facilities. That can include state-of-the-art, fully automated, single touch control of lifts and hoists.

Southwell builds and installs about 50 goods and goods personnel hoists for the self-storage industry annually, plus many more for other industries. Personnel riding hoists are proving very popular as facilities strive to offer higher standards of service.

Constant heavy use of goods lifts means regular maintenance and upgrades of machinery are critical to ensure they are safe. Southwell offers repair and maintenance services on all brands of lifts and hoists, extended warranties for new projects and comprehensive maintenance programs for facilities that wish to leave all aspects of maintenance to the experts.

Personal safety in all facets of goods transportation is a primary focus at Southwell. In fact, David Head is a member of the Australian Standards Committee for Cranes, Lifts and Hoists, working closely with Worksafe Authorities from all states,

and the engineering team is well versed in the requirements of ensuring personal safety in lift and hoist products.

“We offer comprehensive maintenance of lifts for our customers,” said David.

“There would be in the vicinity of 500 of our lifts in the self-storage industry installed just over the past 20 years. We can bring old lifts up to current safety standards, and take them up to the level of offering passenger ride-on and self-diagnostic controls.

“The safety standards for both personnel and goods lifts are exceptionally strong.

There has never been a death or even a severe injury in hoists,” he said.

Upgrades to existing lifts are an important facet of Southwell’s business. They can include upgrading lifts for disabled access, and increasingly, making them NBN ready.

“In passenger carrying lifts there must be a telephone in them,” explained David, “but they won’t be supported when the business is connected to the NBN. NBN fibre networks don’t carry any power, so all those old analogue phones in lifts need to be converted, and there are about 165,000 lifts across Australia which will need to be done.

“I’m making sure all our lifts are being converted, and it’s important that our customers are aware of this.”

As Australia’s oldest and most experienced goods hoist supplier, with over 70 years in both design and manufacturing, Southwell Lifts and Hoists provides a level of expertise seldom found in the industry.

David Head and his team’s commitment to excellence ensures that the company is well situated to build on that heritage into the future. ■

Easy Entry with EasyCode.

CONTROL IN THE PALM OF YOUR HAND.

Create a seamless customer experience EasyCode is a mobile app from PTI for both you and your tenants to open gates and doors without leaving the vehicle and without having to remember gate codes.

480-409-3922 | www.ptisecurity.com/iss-easycode

Special Feature

SETTING THE FAMILY BUSINESS STRAIGHT

Operating a family business has special challenges. Richard Cooper and Mike Coleman of KPMG outline how to avoid the pitfalls.

W

hether or not family businesses choose to acknowledge it, change is happening. Successful families in business pre-empt and plan for the “what if”’ and “what happens when” events that arise as a family business grows and experiences generational change.

 What happens when…

No two family businesses are the same. Each has its own unique mix of family dynamics and business challenges. The dynamics and challenges are not static, and change over time depending on the maturity of the family and the business.

However, while each is different, all of them will have the same predictable family business events which the family will need to address as both the family and the business grow.

This is why KPMG strongly advocates the importance of planning to family businesses in concert with previously agreed family rules to pre-empt how the family will deal with the predictable events if — but more likely, when — they occur.

One family business client put it best when he addressed his siblings in one of KPMG’s family governance workshops,

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Insider Dec-Jan 2018

“No surprises … we need to discuss and agree now that when something like this happens, this is how we will deal with it”.

So what do family businesses need to plan for? It is what we often refer to in our family business workshops as the “what if” and “what happens when” scenarios. While far from an exhaustive list, families need to plan and agree on rules around: • What happens if a family member wants a job? What conditions should we have in place for the benefit of the family member while also acting in the best interests of the business?

• As a family, how do we prepare and equip family members to be considered for future management and leadership roles within the business?

• What happens to family ownership if a family shareholder divorces?

• What happens on the death of a family shareholder? What happens to their shares?

• What if a family member wants to sell their interest and exit the family business?

• What happens when siblings working in the business disagree about expected remuneration and benefits afforded to them by the business?

As you would expect, if these scenarios aren’t planned for and clearly communicated to family members they can cause underlying tension or open conflict within the family. This distracts the family, to the detriment of family relationships and ultimately the success of the family business.

We are not suggesting that there won’t be disagreements and tension along the way; however, by planning and setting clear rules, the family is far better placed to lessen the chance of tension and conflict “paralysing” the family. The family will also be best equipped to constructively manage change.

“

By planning and setting clear rules, the family is far better placed to lessen the chance of tension and conflict “paralysing” the family.

”

We are often asked, when is the right time to plan, and what size family do you need to be? Based on our experience, the challenges of a family business are not limited to “large” family businesses. As well, planning under “harmonious conditions” leads to far better outcomes. People rarely make well considered choices in the middle of a crisis, and it is hard to implement rules retrospectively — that is, establishing plans and rules well after the horse has bolted.

Communication is a common issue in family businesses. Sure, it can be an issue in any business; however, where family businesses differ are in the layers of emotion, familiarity, and family dynamics that come with conversations and decision making.

When asked about communication, family members are proud to report that, “Yes, we talk all the time”. But when you scratch below the surface a different picture emerges. Yes, they talk, but have difficulty communicating effectively about issues that concern them and do not have the means to separate family, business and ownership issues. They are muddled together.

So what is the answer? In the interests of maintaining harmony some families fall into the trap of using the silent treatment. But the issue is not resolved; it simmers below the surface, creates tension and builds to a head over time.

“I will inherit this business but our future direction is unclear … it’s all in Dad’s head.” (Quote from second generation family member).

“What am I working towards? I have my own aspirations.” (Quote from second generation family member).

KPMG’s role is often focused on assisting the family shift progressively from “talking all the time” to effective communication.

Here is some food for thought: • Effective communication is the sending and receiving of messages. However, often we focus more on the sending part: “we need to communicate more” is misconstrued as meaning “we need to give more information”. But to foster effective interpersonal communication, attentive listening is paramount.

• Listening is greatly facilitated when the message is transmitted in a proper manner. The message is often lost due to the familiarity of family member relationships. For example, “Oh they aren’t arguing, they always deal with each other like that”.

• Mean what you say. Be open and transparent with respect to your intentions, motivations, views and reasons for taking a certain position on an issue.

• Robust debate between family members with differing views can be a good thing provided it is constructive and respectful.

• Engaging family members in key decisions not only improves the quality of the decision being made, but also enhances the satisfaction and motivation of all concerned, even when the decision taken is not necessarily favourable to them.

Learning to better communicate is a fundamental element for family business success, with the key enabler being structure.

Establishing family and business governance structures defines: • Who should be communicating • What they should be communicating about • When they should be communicating.

The old saying “the whole is greater than the sum of the parts” aptly applies to the three core elements. Working in unison they generate strong and effective family governance to deliver: • respect for each other’s views and ideas • trust in family members working in the best interests of the family and the business • comfort in the next generation seeing a future pathway and being well equipped to transition into and through the business • confidence of the current generation in the next generation’s ability to grow and protect the family capital for future generations.

“

Learning to better communicate is a fundamental element for family business success, with the key enabler being structure.

”

At first glance you may think this is obvious and simple. However, we observe many family businesses either do not recognise the need for, or the importance of, these three elements. Ignoring these elements may pose a real risk to current and future relationships of the family and the business. n

Prepared by Mike Coleman and

Communication

Richard Cooper at KPMG Enterprise Family Business Services.

Respect Trust

racooper@kpmg.com.au;

Comfort

mgcoleman@kpmg.co.nz

Confidence Planning (for inevitable change) (preparing for the ‘what ifs’)

Structure (governance)

Communication, Structure and Planning — bringing the three elements together.

Insider Dec-Jan 2018

29

Special Feature

WHAT GRADE IS YOUR

SELF-STORAGE FACILITY? Tim Creighton of Urbis outlines the development of new initiatives to assist the self-storage industry.

T

he investment profile of self-storage continues to evolve following the listing of National Storage REIT (NSR) on the Australian Stock Exchange (ASX) in December 2013 and the subsequent heightened institutional interest generated.

To stand alongside other mainstream asset classes, the self-storage industry will increasingly be challenged to provide greater market transparency and elevate the production of meaningful professional data.

The 2017 Summit provided Urbis with the opportunity to exhibit two new initiatives considered significant developments in the progression of self-storage as a mainstream asset class: • Urbis Self Storage Grading System (“Grading System”); and • Urbis Self Storage Supply Tracker (“Supply Tracker”).

 Urbis Self Storage Grading System At present, all self-storage facilities are grouped under the umbrella term “selfstorage”. A purpose built self-storage facility in an affluent metropolitan area should be differentiated from a regional self-storage facility that is managed off-site by a local real estate agent.

The application of asset grading is a well established practice in the real estate industry, particularly for commercial office

30

Insider Dec-Jan 2018

buildings and shopping centres. The formulation of an asset grading system specific to self-storage (the first of its kind in Australia and New Zealand) was undertaken in close consultation with both internal and external industry stakeholders.

Industry stakeholders considered the importance (weighting) of nine key features in assessing the grade of a self-storage facility. The key features comprised both location and asset based features (as shown in Figure 1). Results showed that location based features “Area”, “Demographic Profile” and “Competition” derived the highest weighting — they were considered most important.

Figure 1

A tenth feature, “Financial Performance”, was initially included, but later removed following further stakeholder engagement. The financial performance of a self-storage facility was recognised as a product of the nine key features, and its exclusion would allow self-storage facilities recently built or in occupancy build-up to be comparatively analysed.

The Grading System provides a transparent analysis tool for the grading of self-storage facilities. The Grading System enables self-storage stakeholders, including valuers, financiers, analysts, investors, owners and operators, to freely benchmark and differentiate between self-storage facilities without the need for financial trading detail.

Users assign a rating from 1 to 5 (with 5 being the highest) to each of the nine key features applicable to a specific selfstorage facility. Based on the respective weightings of the key features, the Grading System generates an overall score out of 100 and accompanying grade (as shown in Figure 2). The highest grade of Premium represents an overall score above 85.

The Grading System is a self-assessment tool. The validity of the Grading System is dependent on the level of objectivity applied by the user, and is not a measure of return on investment, nor an assurance of financial performance.

“We believe the grading system is a good incentive to raise standards across

Figure 2

The Supply Tracker is currently monitoring 35 new selfstorage facilities across the four major metropolitan markets of Sydney, Melbourne, Brisbane and Auckland (New Zealand). Key observations to date: • 28 new self-storage facilities (80%) will comprise purpose built selfstorage buildings; • 9 self-storage facilities (~26%) will be owned by new market entrants; and • The new self-storage facilities will represent self-storage growth of between 11% and 12% for the major metropolitan markets (apart from Melbourne – 8% to 9%).

“The supply tracker will be a very influential data point for industry operators in their investment decisions. As the largest single developer of new self-storage supply in Australia, to have a consolidated place to examine the potential supply will be extremely helpful as we consider our acquisition opportunities” — Sam Kennard (Kennards Self Storage).

The long-term reliability of the Supply Tracker, its extension into other metropolitan markets (such as Adelaide, Newcastle, Perth, Wellington, New Zealand), and the associated industry research produced is reliant on the ongoing participation and support of SSAA members.

Should you wish to contribute, please contact Tim Creighton (details below).

“

To stand alongside other mainstream asset classes, the selfstorage industry will increasingly be challenged to provide greater market transparency.

”

 Moving forward operators throughout the industry” — Thomas Whalan (Rent A Space Self Storage).

 Urbis Self Storage Supply Tracker Self-storage development is typically stimulated by at least one of the following features (identified within a potential customer catchment area): • A perceived undersupply – where self-storage supply does not cater for self-storage demand; • Significant population growth forecasted – where increased selfstorage demand is anticipated; or • Strong self-storage demand drivers (household income, percentage of renters, percentage of apartment dwellers) – where the key demographic characteristics support high levels of self-storage demand.

Stakeholders and market observers regularly ask what the growth of the self-storage sector is. The self-storage industry is experiencing an unparalleled level of self-storage development in major metropolitan locations.

The Supply Tracker monitors new self-storage facilities and provides an interactive database for industry participants to make informed investment decisions.

For confidentiality reasons, the disclosure of a new self-storage facility requires a lodged development application at the minimum.

However, some contributors have acquired a site for a new selfstorage facility and requested disclosure prior to the lodgement of a development application to “mark their territory”.

The institutional transition of the self-storage industry will require continuous education of the wider investment community, some of which still consider the hotel industry, where occupancy can decrease by 50% overnight, comparable.

Research highlights the correlation between product knowledge (of self-storage facilities) and self-storage demand. The investment profile of self-storage will similarly benefit from sustained initiatives and research projects that provide greater understanding of the self-storage industry, particularly to external stakeholders (financiers, analysts, investors) and new market participants.

Urbis looks forward to the increased use of the two new initiatives throughout the self-storage industry. Both the Grading System and the Supply Tracker will be available on the Urbis website soon, with a direct link from the SSAA website.

In the interim, the Supply Tracker can be accessed at https://goo.gl/EBZTp2

Tim Creighton of Urbis can be contacted at: M: +61 424 150 994 E: tcreighton@urbis.com.au

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New Service Member Profile

SEEKING SOLUTIONS FOR

HR DILEMMAS

H

R Central is an Australian owned human resources (HR) solutions provider.

Recognising a gap in the market for businesses that had little or no HR support, limited HR knowledge or limited time, HR Central created a model of support and advice via both software and HR consulting services.

Its team consists of both HR specialists and IT developers, and services businesses nationally by helping clients to be proactive in their approach to managing HR. The company focuses on ensuring compliance around the quite complex legislation and obligations that every employer faces and takes away the associated confusion and frustration.

HR Central understands the different issues that arise in each and every business, and works with them by listening to their situations to provide affordable and easy to understand tailor made solutions.

One way that HR Central can assist your business is through the newly created HR Helpdesk for SSAA members only. This service is available to members by calling 1300 01 SSAA (1300 017 722).

Members will then be put through directly to a HR specialist, and can ask any HR question or talk through an HR concern they may be experiencing. This service is confidential and free to members.

HR Central and the SSAA have been in close discussion to develop an offering that provides answers to the various situations that are associated with storage facilities and their staff.

However, the HR Helpdesk is not all that HR Central can offer in HR support and solutions. The company has a unique, subscription-based option that includes cloud software and HR specialist services to assist any business to be proactive in their HR management.

Its software handles HR administration such as record keeping, policies and procedures, leave and qualification tracking, and can link to payroll systems for payslips.

In addition to software, HR Central subscribers will have access to advice from the HR team at any time, who will recommend and advise on the correct steps to take if a member is facing an HR situation.

It may be that the recommendation is to delve deeper into an issue for resolution or to provide further guidance on the right process to follow. The company’s HR consulting also includes training, recruitment, exiting staff, workplace investigations, performance management and workplace culture. These services are charged on a fee for service basis.

HR Central is the preferred HR partner for the Franchise Council of Australia, and has helped many businesses to deal with HR in a timely, effective and cost friendly manner. HR Central looks forward to developing a long and happy association with the many members of the SSAA. If you would like to know more about the SSAA Helpdesk visit: Hrcentral.com.au/ssaa or call 1300 01 SSAA during business hours. â–

1300 01 ssaa 1300 017 722

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Insider Dec-Jan 2018

Members’ Legal Forum

THE NEW TRUCK AND TRAILER HIRE

AGREEMENT In this issue, SSAA legal advisors, Simone Hill and Darryl King explain the new hire agreement for trucks and trailers.

T

his month, the SSAA launched a new Truck and Trailer Hire Agreement for use in Australia.

It is the first major overhaul of this agreement since its inception. The agreement is also a milestone for the SSAA, as it is the first agreement we have launched for situations when customers need not be storers.

Like all new agreements, the new Truck and Trailer Agreement (hereafter TTHA) will require some explanation and getting used to.

The biggest change is the fact that the agreement can be used by facilities with ANY customer wishing to hire their trailer or truck. Unlike under the old agreements, the customer need not also be storing with you. This change was incorporated after members expressed frustration with the limitations of the old agreement. This new agreement will enable members

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to generate another income stream by offering direct hire of their trucks and trailers.

The agreement looks a bit different too.

Instead of being only one document, the agreement actually consists of two separate documents. One document includes standard terms and conditions of the agreement; the other is a customisable Schedule. This will enable members to tailor the Schedule to meet their unique requirements.

From a practical perspective, it will probably be simpler for facilities who offer a truck and a trailer for hire to have two separate Schedules — one for the truck, one for the trailer. This will enable them to tailor each Schedule to one activity, and avoid an unnecessarily long Schedule which tries to address both scenarios.

For example, there is little point including refuelling charge options on a trailer hire document.

Each Schedule should also be edited to address a range of potential fees.

For example, you will see there are four refuelling options. You will need to elect which of those is appropriate for your facility and keep that one, and cull the rest.

If you want to retain flexibility you can keep more than one option, but you must ensure you and your staff cross out the nonapplicable option for each rental or your

“

This month, the SSAA launched a new Truck and Trailer Hire Agreement for use in Australia. It is the first major overhaul of this agreement since its inception.

”

rights might be unclear (and ultimately unenforceable).

Other fees that need to be considered include: • Additional hirer fee – the agreement provides for one driver plus one additional driver. The liability and rights of each hirer are the same.

• Late return fees – this is an important one, as it will apply for both “hirers” and also those hiring as part of “free move in”. The fee needs to be a reasonable reflection of costs incurred by you for late return (ie. loss of other rental to another customer), and can’t be levelled at a rate that might be consider a punishment.

“

You should protect yourself even when providing a “free” service like complimentary trailer for move-in by having the storer sign the truck or trailer hire agreement.

”

• Insurance excess and excess reduction fee – discuss with your insurer, as this may impact on your ability to offer this and at what cost. There may also be restrictions on when it applies — again, this is one to discuss with your insurer.

• Excess for under 25-year-old hirer – this is also one for discussion with your insurer. You may elect to not offer to under 25-years-old hirers at all — this is your call, and totally at your discretion.

• Equipment fee – this might cover additional hire costs such as GPS, tarps, a dolly trolley, or anything else that is complimentary to the truck or trailer hire.

• Dishonour fee – this may need to be subdivided into a fee for a bounced cheque (where applicable), inability to charge credit card (bank refusal to honour payment) or other fees that might be incurred when taking payment.

These fees should reflect genuine costs incurred by you because of the

payment problem, and as always, not be interpretable as a “punishment”.

 More information

The SSAA has put together suggested wordings for fee definitions. These are available from the members only section of the website. If you feel the definitions DO NOT describe how you intend to use and apply the fees, you should contact the SSAA for further guidance.

 Can we use this agreement when “lending” our trailer for move-in?

Absolutely. You should protect yourself even when providing a “free” service like complimentary trailer for move-in by having the storer sign the truck or trailer hire agreement. Using the agreement — having the storer sign it — will mean that everybody’s obligations and liabilities are clear.

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

YOUR TRUSTED STORAGE PARTNER

For example, if the storer has an accident due to his negligence while using your trailer, you will be protected by the agreement and the storer will be liable for the damage both to the trailer and third parties.

When using the agreements for complimentary move-in, simply record the hire fee as $0. It is advisable to record the rental fee as $0 for however many hours you offer the truck and/or trailer as part of move-in, but then $X for every successive hour. This way you can charge a storer for the use of the trailer or truck when they retain it for an unreasonably lengthy time.

 A word about advertising

When you make your truck and/or trailer available for use for complimentary movein or -out, you must advertise the service very carefully.

In Australia, you will be in breach of Competition and Consumer legislation if

WE ARE SPECIALISTS IN DESIGN AND CONSTRUCTION CONVERSIONS TOP UPS FIT OUT INSTALLATIONS

PLEASE CONTACT STEEL STORAGE TODAY WITH ANY ENQUIRIES

E sales@steelstorage.com.au T + 61 (0)7 3865 1600 www.steelstorage.com.au

Insider Dec-Jan 2018

35

Members’ Legal Forum

“

In Australia, you will be in breach of Competition and Consumer legislation if you create a misleading or false impression.

”

you create a misleading or false impression. In the past, under the old Trade Practices Act, it was necessary for someone to actually be misled or deceived for action to be brought against a business.

The newer legislation is even tougher — your business could breach legislation even when there is only the possibility that someone might be misled or deceived — regardless of whether there was any loss or damage. Whether or not you intended to mislead or deceive is also irrelevant.

When a truck or trailer is available for “free” use, but that use has restrictions — ie. the person must hire storage with you, can only use the service for move-in and for a restricted period of time — those conditions need to be clearly set out in the advertisement itself.

For example, you might have your truck painted with the words “FREE TRUCK” on the side. To ensure you don’t breach consumer laws you need to qualify this with something like “COMPLIMENTARY TRUCK FOR MOVE-IN” and then also “RESTRICTIONS APPLY”. The “fine print” — that is, restrictions and terms and conditions — cannot conflict with the overall message of the advertisements or notice.

This is why it is probably not enough to just say “FREE TRUCK” and “RESTRICTIONS APPLY”.

Another aspect of consumer law to be wary of is bait advertising.

This occurs when a product is advertised or promoted but the seller knows they will not be able to supply the product or service (ie. not enough stock, or stock is not available at all), but advertise it anyway in the hope that once the purchaser is in the store they will purchase something else. This might occur with the “free move-in” service if you were to sign up a storer and then advise the free truck was not available as it was booked out, for example.

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If you are concerned about this, you might include in your advertising message SUBJECT TO BOOKING or SUBJECT TO AVAILABILITY. This will protect you in the event that the service is fully booked and unavailable for a particular client.

 Can I keep using the old agreement?

It is not recommended that you continue to use the old agreements. There has been a multitude of legislative and common law challenges and changes since the original agreements were drafted. Members should move to the new agreements as soon as they are practicably able.

 Can I use the new agreements in New Zealand?

No, you should use the SSAA’s NZ Truck and Trailer Hire Agreements. While Australian and New Zealand laws are similar, there are some specific differences that need to be complied with. The SSAA plans to review and update the New Zealand agreements in 2018, and will include some of the commercial updates that have been included in the new Australian agreements (like the vehicle images to indicate damage).

New Zealand members should be aware that the advertising comments above are relevant for advertising truck and trailer use in New Zealand.

 Questions?

As the new Truck and Trailer Agreements look very different to previous documents issued by the SSAA, we are expecting lots of questions!

Please take the time to read the Agreements, think about how you might need to adapt them for your business, and don’t hesitate to contact for assistance.

You can reach our legal advisor, Simone Hill, on legal@selfstorage.com.au or our new paralegal, Andrea Bowman, on legalsupport@selfstorage.com.au ■

TRADE

DIRECTORY Design & Construction Services & Suppliers  STORCO STORAGE SYSTEMS Jacob Layton T: 02 6391 2800 E: sales@storco.com.au W: www.storco.com.au

 SOUTHWELL LIFTS AND HOISTS David Head T: 02 4655 7007 E: sales@southwell.com.au W: www.southwell.com.au

 UNIVERSAL STORAGE CONTAINERS (USC)

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

 BOS Containers Australia Elise Kelsey T: +61 3 9720 4455 E: ekelsey@aimhire.com.au W: www.aimhire.com.au

 B & D Australia

James Tyson T: 07 3883 0248 M: 0417 792 636 E: james.tyson@bnd.com.au W: www.bnd.com.au

 Bridgmond Projects Pty Ltd Mark Venz T: 0438 072659 E: info@bridgmond.com.au W: www.bridgmond.com.au

 Corporate Construction Group

Matthew Moulsdale 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

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Trusted suppliers to the self-storage industry

 Gliderol Garage Doors

Tom Ainscough T: 08 8360 0000 E: tainscough@gliderol.com.au W: www.gliderol.com.au

 Havener Enterprises Alan White T: 815 935 8383 E: alan@havenerent.com W: www.portablestoragebox.com

 Kiwimark Construction Ltd

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

 Saurus Self Storage Solutions

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

 Steel Storage Group

T: +61 7 3865 1600 E: sales@steelstorage.com.au W: www.steelstorage.com.au

 Taurean Door Systems

Sean Marceddo T: 03 9721 8366 M: 0409 489 881 E: Sean.Marceddo@taureands.com.au

Management 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 Hugh Stedman 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 M: 0409 771 310 E: dblackwell@urbis.com.au Tim Creighton M: 0424 150 9943 E: tcreighton@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.

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

 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

 Jetta Excess Baggage Pty Ltd

Lyle Honess T: +61 1300 300 688 E: sales@jetta.com.au W: www.jettaexcessbaggage.com.au

 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

 Platinum Signs Pty Ltd

Marcio Wilges T: +61 438 477 578 E: info@platinumsigns.com.au W: www.platinumsigns.com.au

 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

 SelfStorageAuction.com

John Springfield T: 1300 261 630 E: johns@selfstorageauction.com W: www.selfstorageauction.com.au

 Sweepers Australia

Michelle Maxwell & Vaughan Rose T: 03 9562 7533 E: michelle@sweepersaustralia.com.au W: www.sweepersaustralia.com.au

 Transcorp Removals

Joe Barbaro T: 02 6299 4500 E: printing@homesteadpress.com.au

John Christoforidis T: 1300 466 838 (Toll Free) E: enquiries@transcorpaustralia.com.au W: www.melbourne-removalist.com.au

 HR Central

 Trans Tasman Energy Group

 Homestead Press

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

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

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

 Web ID Systems

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

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 Dec-Jan 2018

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Inside SSAA

SSAA

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

Makala French 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

Insider Dec-Jan 2018

Jason Keane

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

Ivor Morgan

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

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

Liz Davies

David Daddow

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

Able Self Storage Ph: +61 8 7444 4144 E: david@ableselfstorage.com.au

SSAA

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

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

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

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

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

Andrea Bowman, Paralegal E: legalsupport@selfstorage.com.au

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

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

LIFETIME

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

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 Dec-Jan 2018

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New Members

NEW MEMBERS PROVISIONAL MEMBERS Mercury Self Storage 132-134 Tolley Road St Agnes, SA, 5097 Ph: +61 8 8336 5526 Email: limercuiro@bigpond.com

FACILITY MEMBERS Ballarat North Storage Units 8 Anchor Drive Ballarat, VIC, 3350 Ph: +61 417 109 622 Email: david@enochcivil.com.au Bayside Wood Turning & Self Storage 6 Dalkeith Drive Dromana, VIC, 3936 Ph: +61 3 5981 8411 Email: baysidewoodturn6@gmail.com

Catts Self Storage 2 Eyre Street Rivervale, WA, 6103 Ph: +61 8 9478 3000 Email: sales@cattsstorage.com.au

Central Storage 64-68 Mihaere Drive Palmerston North, Kelvin Grove, 4414 Ph: +64 27 356 7987 Email: info@centralstorage.nz Greater City Storage 43 Raptor Place South Geelong, VIC, 3220 Ph: +61 403 4287 114 Email: gcpdinfo@bigpond.com Storage Empire Limited 15 Empire Road Kainga, Christchurch, 8083, New Zealand Ph: +64 3 323 7571 Email: steve@empirestorage.co.nz

Storage King Rolleston 55 Link Drive Rolleston, Selwyn, 7643, New Zealand Ph: +64 21 0293 0190 Email: rolleston@storageking.co.nz Whangarei Storage HQ 34 Rewarewa Road Whangarei, Northland, 110, New Zealand Ph: +64 9 4388 391 Email: ivan@roddouglasconstruction.co.nz ADDITIONAL FACILITIES Able Self Storage & Removals 14 Local Street Adelaide, SA, 5000 Ph: +61 8 7444 4144 Email: david@ableselfstorage.com.au All Secure Self Storage Palmerston North 140 John F Kennedy Drive Palmerston North, 4414, New Zealand Ph: +64 212 887 733 Email: hamish@allsecure.co.nz All Secure Self Storage Napier 1 Pandora Road Napier, 4110, New Zealand Ph: +64 6 280 5261 Email: hamish@allsecure.co.nz Dapto Mini Storage 11-15 Marshall Street Dapto, NSW, 2530 Ph: +61 2 4262 1719 Email: info@cbcselfstorage.com.au

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

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

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

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

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

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

7. Members will ensure that their 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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SELF

Wilson Storage – Cheltenham VIC

YONG W H T R O HUB - N E G A R STO

Kennards Self Storage – Warrawong NSW

NSW

Storage King – Rolleston NZ

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