Ezidebit acquires leading software company – StorMan

Ezidebit LogoStorman logo

Last month StorMan Software announced that Australian Payments giant Ezidebit had acquired them. Ezidebit is Australia’s premier payment provider and their innovative payment methods have revolutionised the Childcare and Fitness industries in Australia. Through their acquisition of StorMan, Ezidebit will be bringing these payment collection innovations to the self-storage industry.

Insider recently sought Matt McGown’s (StorMan’s new Chief Executive Officer) views about the acquisition of a company built on a solid foundation and its vision for the future, in terms of enhancing its customers’ user experience, across multiple platforms, and seamlessly integrating the Ezidebit payment gateway to simplify revenue collection.

A look into the future of Storman with Matt McGown, StorMan’s new CEO
This is an exciting time in the self-storage industry, and I’m looking forward to being a part of it. We would like to thank the previous management team in building StorMan into Australia’s number one software provider for the self-storage industry. It is a wonderful thing to take an idea and turn it into a successful business; credit must be given to Stephen and Aaron for their achievements. We wish them both all the best for the future, and look forward to working with them as an ongoing customer of StorMan.

We believe the purchase of StorMan by Ezidebit will be a great thing for our customers. We are keen to take the strong base left by the previous owners, and turn StorMan into the world-class software business it is ready to become.

In the short-term we are focused on understanding the business and getting to know our customers before we implement any major improvements. However, from our initial customer conversations, we are building out a roadmap to improve our products and services. These include:

1. Delivering a first-class support function to our customers
We see this as our number one priority. Many of our customers have been using StorMan for close to 10 years and we understand the important role it has in their businesses. Over the coming months we will be implementing simplified systems and processes to ensure their interactions with StorMan support are a positive experience, with the right information being delivered in a timely manner.

2. Increased focus on product development and reliability
We will be increasing our investment in StorMan’s product development with two goals in mind. The first is to improve new version release quality. We want our customer experience to be flawless and the seamless rollout of upgrades is a key focus for us. . Through Ezidebit’s investment, we will be increasing our staff numbers in both the development and quality assurance teams to deliver on this goal.

Our second product goal is to move more functionality to the web. We have listened to our clients and are committed to building out the web-based components of StorMan. This will allow self-storage operators the ability to manage more of their business from any device, in any location.

3. A tighter integration between StorMan and Ezidebit’s payment solutions
The primary function of StorMan is to rent out and collect on a storage space. Many of our clients have had to negotiate with their banks and cobble together multiple payment options for their customers. In the future, we will be offering our StorMan clients the simplicity of a single Ezidebit account with access a suite of payment options including:
• Real-time credit cards for retail sales;
• Batch credit card payments for monthly rentals;
• Batch bank account direct debit for monthly rental; and
• BPAY for payments on account.

This is just the tip of the iceberg and, over time, we will be adding other collection options so our clients can focus solely on growing their business while we focus on simplifying the collection of rental income. The future is bright for StorMan and its customers. The Ezidebit acquisition is an investment for the future and over the coming months, we will start to see the benefits of this investment for the self-storage industry.

Ezidebit Corporate Profile
At Ezidebit, we believe every business deserves to be paid on time, in the simplest way possible. Since 1998, Ezidebit has been helping businesses gain control of their cash flow by enabling the efficient processing of recurring customer payments. Today, we have evolved into a trusted cloud payments business with numerous software integration partners and multiple payment methods that auto-reconcile in our software or yours. This provides you with a distinct point of difference in payment processing to ensure growth and prosperity of your business.

The SSAA appreciates StorMan’s significant and longstanding support and looks forward to continuing to work with Matt and his team as they enhance product and service delivery levels for the benefit of their many existing and new self storage customers across Australasia.

Q & A with 2014 Manager of the Year – Temeike McLean

1. How did you first become involved in self storage?
A company my father worked for had storage at Storage King Loganholme (in Brisbane). In conversation the manager at the time said there was a job going; hence my father came home one night and suggested that I go for it!

2. What did it mean to you to win the 2014 Manager of the Year Award?
Words can’t describe the true measure of my feelings about winning the 2014 Manager of the year Award. Both from a personal and certainly professional standpoint, this award was a huge accomplishment to me, an achievement I thought I could only dream of. Most importantly it meant being recognised and acknowledged on a broader scale within the self storage industry. It was definitely one of my biggest career successes and highlights.

3. Do you feel it has or will benefit the facility and other staff?
People can make or break a business, so yes! I believe it has and will benefit Storage King Browns Plains in a positive way. Consumers and customers alike need to have confidence and trust not only in a brand, but also in the staff they are dealing with.

4. Would you recommend nominating for an award to other SSAA members?
I believe my success is a good example to those staff members that have a sparkle in their eyes and dream big. It shows them that anything is possible if you are determined, resilient and passionate. It’s important to give people something to strive for.

5. What do you attribute to your success?
Success is like a recipe. To make that perfect cake, you require not just one but a multitude of ingredients and it’s how they all work together that produces the end result. My success comes from various avenues and no matter how relentless and how much drive I have to pursue my visions, without support and belief, and the opportunities presented to me, I would not have been standing there on that stage. Never forget those who are a part of your success.

6. What has been one of the hardest challenges for you as a manager?
I thrive on challenges! The biggest obstacle in managing Browns Plains was to take this facility to places it had never been before, that others thought it could never go. I set myself a goal that I could turn this store around. To prove that it was possible, despite all the odds against it, with the right attitude, mindset, work ethic, and not to mention the fierce determination that burns inside of me, was amazing.

7. What is your best tip for other staff and managers in the industry?
For those people who want success or want recognition, my tip is to ask yourself honestly, how much do you want it? How hungry are you for it? What will you do to get it? Dreams are only and will ever be just that, unless YOU make them a reality.

8. What are you future plans (for yourself and the business)?
I’ve always been a ‘doer’ and every time I accomplish a goal I’ve set, I’m quick to plan another one! This applies to both my personal life and at work. I’ll keep you all wondering about this one!


Multi Storage, Osborne Park

Multi Storage is always thinking outside the square and has successfully achieved this with their new exciting facility in Osborne Park.

Brothers Robert and Daniel Luca and their Dad Pat, are not only the founders of Multi Storage but they are also the builders of its three-storey unit facilities.

In what is the first of its kind, the Osborne Park site has been the most challenging facility to date. This state of the art complex has an innovative design and uses a variety of materials to produce a secure and eco-friendly storage experience.

Multi Storage Osborne Park is three storeys tall and is home to 33 Storage Units. The units are relatively large with sizes ranging from 23m2 to 80m2 for a combined floor space of 1,179m2. Given the size of the units the storers are predominantly businesses looking to store materials and archiving documents; and the owners of vehicles such as cars, boats and caravans.

The original shell of the Osborne Park building has undergone a massive transformation to become the unique building it is today. Part of the original building was demolished and some precise engineering was required to join the concrete panels of the new three storey section to the old structure. The original building had a ceiling high enough to be divided into two floors. A suspended concrete slab was poured between the new and old sections to create the ceiling of the ground floor.

Almost every unit provided a different set of conditions. This required an innovative design to deal with each unit regarding load bearings, location within the building and fire ratings. As a result, the dividing walls between the units involved a combination of concrete panels, cinder blocks, brickwork and sandwich panels.

Like all storage unit complexes – security is the number one priority. Individuals are provided with remote fobs that open the electric gate, engage and disengage their alarm, and give them access to the elevator and stairwell. High definition CCTV cameras are located throughout the site which can be viewed on smart phones and computers. This allows the storers at Multi Storage to be able to view their unit from anywhere in the world.

Another major part of security is protecting documents from fire and water damage. A fire engineer was consulted to create a design that allowed each unit to be protected from their neighbours in case of fire, without the need for fire sprinklers that could damage their valuables.

For extra peace of mind, the security and fire alarms are connected to monitored security so that the correct persons can be notified in case of an emergency.
Robert and Daniel wanted to create an eco-friendly building that would be low maintenance and have low running costs. Solar Panels are located on the north facing roof and are estimated to generate 80% of the facilities daily power consumption.

To preserve storer’s valuables, it is important to minimise changes in temperatures and humidity throughout the units. Mechanical ventilation and air conditioning can be expensive and inefficient so the designers instead decided to utilise the wind to help control the climate of the building. Every level has louvred vents to allow cool breezes to flow into the corridors which work together with roof ventilators that draw out any hot air.

These air flow mechanisms combined with insulated wall and ceiling panels help reduce the maximum temperature of a top floor unit on a 38 degree day by a massive 19 degrees.

All of Multi Storage’s complexes are fully automated, and at Osborne Park this has been taken to new levels. All of the common lighting is activated by sensors. Lights inside the units are controlled by timers. This way if a unit is left unattended for a long period of time there is no chance that a storer will accidentally leave the lights on.

Throughout April and May there were grand opening sales and celebrations. Promotions included advertisements on the radio, mail outs of brochures and a rooftop balloon. It culminated in two Grand Opening days that gave potential clients a chance to view the units first hand and to win prizes.

As well as the traditional accessories available at most storage unit facilities such as boxes and packaging – Multi Storage offers a range of products to enhance the security of units such as bollards and roller door anchors.

Great pricing has also been secured on accessories to increase the floor space of the units such as shelving and racking. One of the units has been set up as a display room to show how the space can be utilised.

The goal of Multi Storage is to provide clients with more than just storage space. Multi Storage also ensures that clients have peace of mind that their businesses and valuables will be secure and safe.

Multi Storage is a proud member of the Self Storage Association of Australia and uses a modified version of the SSAA lease agreement. The have also formed alliances with other storage unit companies, sharing referrals that don’t fit the unit sizes they have available.
To find out more about Multi Storage contact Robert Luca at rob@luca.net.au




Increasing Profits Through Better Pricing in Self Storage – Part 1

You have 60 climate controlled 3m x 3m units at your self-storage facility and five are vacant. Yesterday, your nearest competitor, 1.5 km away, decreased its monthly rate on its climate controlled 3m x 3m units by $9. Your units are now $4 per month more expensive than your nearest competitor. Do you adjust your monthly rate or leave it where it is?

Taking a more systematic approach to pricing has enabled companies across a variety of industries to obtain revenue and profitability increases that are typically much greater than initially expected. Although it may seem counterintuitive, given the proliferation of many small companies in the self-storage industry, systematic, state-of-the-art pricing capabilities are now beginning to be within the reach of many self-storage firms, not just the largest ones. Within the United States, such capabilities appear to be yielding revenue improvements from 4 to 10 percent, or more. Importantly, these revenue increases do not simply result from increasing prices; indeed, frequently the prices of some units increase while others decrease. Knowing when to raise or lower prices is certainly a good first step, but this alone is not enough to comprise a revenue management strategy. As we shall highlight, designing your pricing structure to be responsive to customer preferences, both stated and those that only become apparent when the customer is at the store – is also critical towards obtaining maximum benefits.

Clearly, understanding what “to do” to obtain the benefits of improved pricing is valuable. What may not be quite as obvious, however, is that there is also significant value in having a better understanding of what “not to do,” so the pitfalls that have frustrated other self storage firms in their pricing efforts can be avoided. Let’s discuss both the good and the bad associated with three aspects of pricing:

1) Starting rates
2) Move-in concessions
3) Modifying the rental rates of existing customers

Before doing so, however, a quick note on distribution channels. The use of the web to post prices and accept reservations for self storage units appears to be a more common business practice in the United States than in Australasia. While our lack of experience with the Australasia market makes it premature for us to make any recommendations in this area, we can say that the firms in the United States that make it easiest for customers to obtain prices and make reservations via the web have reaped great financial benefits from these capabilities. We expect the same could be true for Australasia – if it is, the early movers in these areas could be big winners if their web functionality is designed and communicated correctly.

To better understand what we have found works well, we highlight approaches that have met with mixed success to show why we have taken a different approach to starting rate pricing analytics in the self-storage industry.

Compared to businesses where revenue management has generally been applied, the storage industry does not offer a good environment to forecast demand with a high degree of accuracy. A typical store might have 30 – 40 move-ins per month, divided up among a number of different unit types and sizes. Not only are the markets for each store relatively small, they often exhibit distinct local characteristics. We have found that the transaction volume at each store is generally much lower than what has proved suitable and desirable to leverage standard forecasting techniques for pricing analytics and revenue management.

Consequently, self-storage firms using transaction-based demand forecasts as the primary basis for their starting rate pricing analytics can obtain volatile results. The underlying mathematical models supporting such approaches tend to require a higher degree of “care and feeding;” in addition, if the business environment changes, the models may not adapt as well as desired.

Another approach that has met with mixed success has been leveraging Rules-Based pricing capabilities offered by some Property Management Systems (PMS). These approaches allow self-storage firms to specify the business conditions that produce price changes. For example, an operator might specify that rates for climate controlled, 3m x 3m units should increase by 10 percent when the unit occupancy increases to 85% and by 5 percent more when unit occupancy exceeds 95 percent. At first glance, this may seem quite reasonable; but when one starts considering competitor rates, seasonality (e.g., higher prices might be supported as the weather gets warmer), the total number of units (e.g., occupancy percentage can imply very different vacancy levels when there is a total of 5, 25, or 100 units), and other factors that can lead to rule adjustments, effectively managing such rules can turn out to be quite a challenge and can consume significant investments of time and effort.

Consequently, we prefer a different approach. We advocate starting with the question, “Is my monthly start rate for unit type X at the right level?” This naturally leads to answering a variety of questions including:

  • Do I need to lower my rate to receive additional inquiries?
  • Is my closing rate (i.e., my ability to turn inquiries into move-ins) satisfactory?
  • Am I losing too much business to my competitors; how should my price compare to the prices of my competitors?
  • Is my availability sufficiently limited that I should increase my rate because I will not have any vacancies in this unit type?
  • Do I anticipate receiving a lot of inquiries in the near future that I should pro-actively increase rates now?
  • Has the occupancy level of this unit type been increasing or decreasing recently?

Such questions lead, rather naturally, to a review of current conditions and an incremental pricing strategy, whereby rates are gradually adjusted. These adjustments, either up or down, are made in response to observed, as well as anticipated, changes in the business environment. Further, the pricing adjustments are made in response to changes in a variety of business-related concerns. In our experience, decision support software based on such a dynamic, multiple signal approach is more easily managed than specifying and adjusting static rules. In addition, since this approach considers a broad range of factors, but can also translate these factors into an overall measure of pricing pressure, it can make a price change recommendations that are more easily evaluated and/or implemented.

Further, it is able to provide important insight about the local market. Finally, it also tends to yield a far more intuitive approach than relying on complex mathematical formulas that are difficult to adjust, as the reasons for the pricing recommendations are easily understood. For example, consider a unit type that is only 55% utilized, but which is priced competitively, has a very high closing rate, and is more highly utilized than a month ago – lowering the rate on this unit type simply because the utilization rate is low may lead to less, not more, revenue; unless, the lowered rate will stimulate sufficient incremental inquiries and move-ins beyond what would have otherwise occurred. Without a systematic way to think about such issues, an operator’s intuition on whether to raise, lower, or keep the current price, is more likely to be wrong.

Beyond adjusting starting rates, we have also found that many self storage customers are more “service sensitive” than “price sensitive” when renting self storage units. Interestingly, their lack of experience with, and knowledge about self-storage makes it difficult to capitalize on this until these customers arrive at the store. For example, visually seeing the need to move a sofa through three hallways with a few turns, rather than having a straight route, may well be the information that a customer needs to decide that it is worth spending $10 more per month for a unit that is more easily accessed. Providing customers with a range of options, in which more conveniently located and available units are priced slightly higher than the available unit that has the lowest price and is the least convenient, has proven to be a very effective way of increasing revenues.

Some self-storage companies have implemented such programs using static unit assignments – that is, specific units have been associated with premium prices. A more successful approach, however, allows for dynamically pricing units and changing the prices of units relative to those that are available. Successfully implementing such a program, including ensuring that store managers appropriately and effectively communicate the choices available to a customer, typically requires changes in both store-level business processes as well as in IT systems. But when done right, revenue increases of 4 – 7 percent appear attainable from this initiative alone; such revenue increases are sufficiently large as to have led some operators to make the required investments and they are benefiting handsomely.

Dr Warren Lieberman

w_lieberman 12-05

Warren is President of Veritec Solutions, a pricing and revenue management consultancy. He began his career 20 years ago with American Airlines. Warren is an internationally recognised revenue management and pricing expert, especially in business environments where revenue management techniques have not been traditionally applied. For more information visit: www.VeritecSolutions.com

Board Profile – Darren Marshall

1. What is your name and what is your position?
Darren Marshall, General Manager for Kennards Self Storage.

2. How/Why did you first become involved in self-storage?
In 2003 I was successful in gaining a role as an Operations Managers with Kennards and I’ve worked for the company ever since.

3. What do you think has been the biggest change to self storage since you first entered the industry?
Technology is the first thing that comes to mind, but on further reflection there has been an enormous improvement in the quality and presentation of Self Storage Facilities; a far cry from the simple shed with a door. I see the quality of new self-storage builds improve visually and with the customer in mind. A nice retail space, no longer just a simple office, and the provision of conference rooms, better finishes and brighter more inviting spaces have meant we have been able to shed the warehouse feel and make it a more pleasant experience for the customer.

4. What is your best tip for managing staff in self-storage?
Staff is a terrible word, an archaic term that implies I pay you to do a job. I think we have moved on from this concept. Our people look after our most prized possessions the customer and our facility. Treat your Team with the trust and respect they deserve. Treat them well and they will treat your customers well.

5. What is your message to members of the SSAA.
The SSAA is a wonderful resource for members to use, I once heard an individual who was from outside the industry and attended their first SSAA conference, say they were amazed at how open and honest everyone was about their business, unusual in today’s competitive environment. So ask the question and you might be pleasantly surprised with the answer.

6. What do you see as the biggest threat to, or competition for self-storage?
New Operators entering the industry for the first time without completing thorough due diligence. It’s not always as easy as it seems. They operate their facilities with no science or understanding of the industry. I would prefer they do their homework and become successful operators, the industry as a whole will also benefit.

7. What do you think are the opportunities for growth in self-storage?
I believe the general population has very little understanding of the ways and benefits that they could use Self Storage. This is our opportunity to explore.

8. If you could look into the future, what do you see for self storage?
I believe the future is bright for our Industry. As the population continues to grow and expand there will always be a place for Self Storage.

9. Describe your ideal holiday destination.
I love any travel so it’s hard to pick a favourite, I do tend to lean more towards an action holiday that involves, surfing, skiing, MT Biking or Hiking… you get the picture. But my wife says anywhere with her!

10. Finish this sentence – “Nobody likes.…
Dealing with a Big EGO.

11. What is your favourite meal?
I don’t have a favourite meal, I just love food.

12. Are you a dog person or a cat person?
Probably a Dog person, currently there are no Cats or Dogs in our Family much to the disappointment of my two children. We’re never home and I think it’s cruel to have a pet under those circumstances.

13. What ‘life advice’ would you give to a younger version of yourself?
Be grateful and don’t take anything for granted.

Board Profile – Shaun Bain

1. What is your name and what is your position?
Shaun Bain MD of the KBH Group of Companies, operating KeepSafe Self Storage.

2. How/Why did you first become involved in self storage?
KBH first “dipped its toe in the water” with a small self-storage facility in Mandurah Western Australia. Having already owned and operated a Marina in WA, we looked to understand the inner workings of self storage and to develop a strong rolling return.

3. What do you think has been the biggest change to self storage since you first entered the industry?
Although we have only been in Self-Storage since 2010, the fastest changing element is the movement to online marketing and lead sourcing.

4. What is your best tip for managing staff in self storage?
Ensure that all staff understand the key drivers that make a successful storage business, and what impact the staff can have on those drivers. For example, understanding that every walk-in and every phone call has a cost to it. The marketing dollars spent on getting that potential customer to our door is lost if we are unable to convert them into a sale.

5. What is your message to members of the SSAA?
Being a relatively new entrant into the self storage industry I found that the vast array of resources available from the SSAA greatly assisted KBH with the set-up of our new business. From the online resources, referrals to quality suppliers, discussions with industry experts through to the networking at conferences, the SSAA is well positioned to provide you the information you need, so make the most of it.

6. What do you see as the biggest threat to, or competition for self-storage?
Oversupply of storage facilities in a particular area/region

7. What do you think are the opportunities for growth in self-storage?
As competition increases with the introduction of more self-storage facilities throughout Australia the use of technology to maximise your marketing dollar and minimise overheads.

8. If you could look into the future, what do you see for self storage?
I see the cost of industrial/commercial land increasing faster than retail price of storage, which leads to the inevitable requirement to build multi storey (3 levels plus) facilities in order to provide a suitable return.

9. Describe your ideal holiday destination.
It must be sunny and on the water’s edge!! I’m relatively simple in that regard. My young family and I love the ocean, so holidaying on or near the water is the most crucial element.

10. Finish this sentence – “Nobody likes…
Or wins from an unhappy customer.

11. What is your favourite meal?
I can narrow that down to two, traditional lamb shanks or fresh boiled blue-swimmer crabs from WA washed down with a cold beverage.

12. Are you a dog person or a cat person?
Unfortunately I am allergic to dogs and cats, but given the choice I would certainly get a dog.

13. What ‘life advice’ would you give to a younger version of yourself?
“Associate yourself with men and women of good quality if you esteem your own reputation; for ’tis better to be alone than in bad company.” – George Washington

I learnt this one the hard way!

Board Profile – Andrew Brooks

1. What is your name and what is your position?
Andrew Brooks. Board Member

2. How/Why did you first become involved in self storage?
In 2001 I left the police force to assist my wife Michelle, who was just in the process of getting The Rock Self Storage off the ground. I started off by going part-time in the police force, part-time in storage, and then finally resigned from the police force a year or so later.

3. What do you think has been the biggest change to self storage since you first entered the industry?
Advertising, and the death of Yellow Pages. Yellow pages had a lot of industries over a barrel for years, including ours. Their rates were exorbitant, and they didn’t look after their clients.

Their arrogant business approach eventually caught them with their trousers down, as the internet search engines stole all their business. They only now are making a vain attempt to adopt the internet. Too late. the cornerstone of any successful business these days is a good website, and an internet marketing plan.

4. What is your best tip for managing staff in self storage?
Staff, what are staff? In a family business there are a whole host of other challenges, that eclipse staff issues in terms of difficulty! Succession plans, hierarchy, chain of command are all issues where the lines are terribly blurred in a multi generational family business.

5. What is your message to members of the SSAA?

The Self storage industry in Australia is still in its teenage years, supporting your association is crucial in ensuring that it grows and ensuring that we create a framework that protect storage business owners.

We have the benefit of a very strong association, with a high representation within the industry, this has allowed us to create legal agreements , business structures, and ties to other industries that benefit all of us.

It is crucial that all members support the association, to be sure that this representation continues. To support the association, ensure you attend the conference, the regional meetings, and ask yourself why shouldnt I consider standing for election to the Board?

6. What do you see as the biggest threat to, or competition for self storage?
Our biggest competition is ourselves, as some players adopt the ‘discounting’ mentality. If it continues, soon we will be like afghan rug merchants, who people will only buy our product if we have massive discounts. Our product is valuable. Stop selling on price alone!

7. What do you think are the opportunities for growth in self storage?
The growth of online sales, has created a whole new class of businessman, who doesn’t need a large factory and showroom. He/She operates from laptop, but has a need for good storage and logistics partners. I see great growth in larger storage units for these customers.

8. If you could look into the future, what do you see for self storage?
Time will tell?

9. Describe your ideal holiday destination.
I am currently sitting in a house in the south-west of France, enjoying an extended break with my family. And this is definitely the ideal holiday destination. France has surf beaches in the west, beaches for the glamorous in the south, wonderful scenery and history everywhere in between…… and the food………magnificent!

10. Finish this sentence – “Nobody likes…”
A grumpy bugger! One of my favourite pieces of graffiti read…‘the grumpier you are, the more assholes you meet’

11. What is your favourite meal?
If I find a favourite, then I might be in danger of not continuing the search. I am still searching. (but creme Brule comes close!)

12. Are you a dog person or a cat person?

13. What ‘life advice’ would you give to a younger version of yourself?
I just wish I had discovered Mountain Biking earlier, instead of drinking and smoking away my twenties, I might have actually spent more of it getting fit!

Board Profile – Susan Phillips

1. What is your name and what is your position?
Susan Phillips – General Manager, Charters Towers Self Storage

2. How/Why did you first become involved in self storage?
I attended my very first self storage conference on the Gold Coast in 2000 with a view to sourcing information on the industry and how to develop a greenfields site.

3. What do you think has been the biggest change to self storage since you first entered the industry?
Technology – your customers are finding ever increasing ways to contact you – so it’s important to stay up to date.

4. What is your best tip for managing staff in self storage?
Inclusiveness. Share your knowledge. Continue to train your staff.

5. What is your message to members of the SSAA?
If you are a member take advantage of all of the benefits on offer. There are plenty of ways to access assistance such as the website, the office staff, legal services, Insider Magazine and annual conference.

6. What do you see as the biggest threat to, or competition for self-storage?
Not so much a threat but a ‘challenge’ is the continuing education of the public as to what self storage is and how it can benefit them.

7. If you could look into the future, what do you see for self storage?
Customers will demand more services at times that are more convenient to them e.g. outside of regular business hours.

8. Describe your ideal holiday destination.
I love camping in the outback. Picton in NZ is fantastic.

9. Finish this sentence – “Nobody likes…
A whinger.

10. What is your favourite meal?
Barramundi – Tom Yum style.

11. Are you a dog person or a cat person?
Dog person. Vanilla is my beautiful and very large white dog.

12. What ‘life advice’ would you give to a younger version of yourself?
Don’t take no for an answer…JUST DO IT.

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