2. The Mystery Partnership. About us and what we do. Self Storage Saleswatch © Sample Average performances past 3 years. Why measure Service levels? Cost of losing enquiries.

3. Who we are? Started in 1995 in UK Based in Worcestershire. Work with Hotels, Facilities Management & Self Storage companies. 5 Partners, 1 db programmer. Associate staff of 22. Small db of 570 assessors. We only independently MEASURE service levels. WE DO NOT OFFER TRAINING.

4. Why Measure Service levels? Improve profitability through service delivery. Service = Improved Sales = Improved Profit. Service consistency. Departmental, Unit or Company wide. Company Core operating standards. Employee Incentive or Performance Management programmes.

5. What we do. Saleswatch © Assesses efficiency in reacting to telephone or email enquiries. Operates in over 450 businesses throughout the UK. Fulfilment packs and recorded calls service. Self-operating management tool. Results within teams work by peer pressure.

6. Saleswatch © Self Storage Industry Assessment based upon 3 elements. 1.Initial Telephone call 2.The ability to deliver or email a brochure, proposal or information pack. 3.Follow up or chase up call. Telephoning the potential customer. We have undertaken over 20,000 assessments over the last 3 years. 600 in the Self Storage.

7. Saleswatch © Self Storage Assessments 2003 -2006

8. Saleswatch © Measuring customer service. 50% increase within 6 months. Industry wide Anonymous benchmarked programme would provide valuable data. Direct comparison against other industries. Average Nationally at between 64 - 72%.

9. Saleswatch © Hotels Research over 10 years 38% Brochures are never received. 57% take 5 days or more to arrive. 46% have incorrect name or address. Each enquiry to a hotel will cost £71.

10. Cost of losing Enquiries Number of Enquiries per day per store. Five to Eight SAY 6 %age of enquires NOT converted to Sales. 30% – 60% SAY 45%

11. Cost of losing Enquiries Number of days open per store. SAY 350. Average Sale Value per booking. £600- £900 SAY £700

12. Cost of Losing Enquiries, the Maths 6 Enquiries per day X 45% Not converted X 350 Days X £700 Average Sale. £661,5 00

13. Saleswatch © Call or Visit types Telephone enquiry. Email enquiry. Booking or reservation negotiation. Specific enquiry profile. ( Special requirement, DDA or Security Assessment) Visit or Show around and or booking.

14. Quote If you dont measure it independently and consistently, how do you know when youve improved? Jonathan Raggett Managing Director Red Carnation Hotels A customer of TMP for 8 years