Tricks of the Trade

Run to Win

123selfstorage — Sat, 21 Nov 2009 15:31:05 +0000

Seasoned marathon runners often train by following a strategic plan that includes:

a strict diet
a weekly workout routine, and
a rotation of running routes.

With perseverance they have success — albeit through“delayed gratification”.

Like the sound of a starting gun, the slowing economy may have signaled a marathon ahead for the unsuspecting and lazy few. However, successful self-storage managers always know they’re working in a competitive business. They stay connected to their market so when the grade gets steep, they still get more rentals and repeat business than their unprepared counterparts. With a marketing plan in hand they excercise three key muscles all the time:

Creating name and brand identification within a 3-5 mile radius (and beyond)
Establishing and maintaining reciprical business contacts
Nurturing positive relationships with both current and former tenants

Manage Mad

123selfstorage — Thu, 29 Oct 2009 22:01:42 +0000

A couple of managers in our group have had encounters with “disgruntled customers” over the last few weeks. Thankfully, this is not the norm. Generally, we pride ourselves on giving excellent customer service. It is not often that we must reflect:

Could we have avoided this situation?
Did we handle this correctly?
What can we do now?

First of all, from time to time every manager will have to deal with an unhappy customer. (After all who is “at their best” on moving day, anyway?) All a manager can do is be proactive:

Educate the customer at the leasing counter about hours, fees and access.
Maintain the property in tip-top fashion including keypads that work and are well-lighted, gates that function properly and according to time zones, hallways and driveways that are clean and free of debris.
Make sure what the customer needs most is working well: The roll up door, their lock and (don’t forget) the customer restroom. It’s really pretty simple.

But when a customer IS upset – whether it is justified or not – What’s a manager to do?

Lean in: Listen to the customer’s complaint. Let them air it out. Sometimes we all just need to “vent”.
Empathize: How would you feel if your (code didn’t work, door fell on your head, wife couldn’t open the bathroom door).
Take Action: You can always do something to make it right…even if it is simply, “I’m so sorry that happened. I’m not sure exactly what we can do, but I’m going to find out”.

What Else?

In our stores we often use a “Customer Service Report”. The manager knows to pull it out, document the complaint (validating the customer’s disappointment – even if it IS misplaced.) In doing this, the manager almost always gets to wear the “white hat” perserving the client relationship and protecting themselves from confrontational situations in an often one-man office.

“Carefronting” customers works much, much better . The manager tries to make it right while sticking to their guns… which means the letter of the lease and the stores’ overall goals and performance paramaters.

Managers: Movin’ on up

123selfstorage — Wed, 30 Sep 2009 21:36:40 +0000

Hiring a great manager is always a big challenge for self-storage owner/operators. Even with the huge pool of applicants created by this economy, good help is still hard to find. And once located, trained and employed… how do you hold on to that gem of a find: The Ideal Manager?

Can you give them a “future and a hope” for bigger and better things to come?

A professional property management company generally can! Once trained with skills proven in the leasing office, a good manager can work their way up from behind the counter and go “into the field”.

Here’s the rudimentary structure of a typical self-storage ladder illustrating it doesn’t have to be a “dead end job”:

Relief Manager
Assistant Manager
Manager
Area Manager
Regional Manager
Education and Training

In the real world, however, many managers are simply content with their position. They say, “I love my job”!

They don’t want to change job responsibilities or “move up”. But the fact that they can does make a position with a management company just a little more appealing to a select-elect few.

Spend a little energy to save a lot of utility costs

123selfstorage — Tue, 29 Sep 2009 21:34:10 +0000

You can draw the blinds, turn off unnecessary lights, switch electrical bulb types, use timer switches, set the a/c thermostat higher in the summer and keep the managers wearing their sweaters in your self-storage front office this winter…but how much will it really save you in utility expense?

Cummulatively, probably enough to justify the efforts…but is there another, better way?

Consider consulting with an Energy Advisor or Energy Aggregate company. Granted, it is a lot of trouble…and I won’t recount all the gory details in this post. Suffice to say, you must:

Be sure you are not already under a current contract with another utility company
Be prepared to spend the necessary time finding/scanning/faxing copies of past bills
Set aside enough time and energy to work with the company representatives

Nevertheless, if you are counting costs trying to take more money out of your self-storage project, it’s worth doing…in the long run. Of course, you have to determime if you are in a market where this is even an option.

Yes, we did have to recover from the personal energy costs expended. However, we saw substantial savings by utilizing the services of an energy advisor in Texas last year. And we expect to see additional savings as we “aggregate” in the future.

Motorcycle Marketing

123selfstorage — Thu, 24 Sep 2009 17:21:56 +0000

One of our stores draws business from a predominently military-based market. The manager there is “always thinking” of new ways to attract and keep business. This month he decided to target motorcyle enthusiasts in the area by creating a T-shirt he wears as he drives his own around town. On the back it says: “(Store name) Backs Bikers”….along with the website/location/and phone number. He thinks it’s getting noticed.

Whatever works, right?! I love a manager who is “always thinking” this way.

Unit of trade

123selfstorage — Wed, 09 Sep 2009 16:46:31 +0000

Here’s another plus to cutting back in the yellow page budget:

It has been common for stores in certain markets to have contracts with yellow page publishers allowing so many dollars in self-storage space to directly reduce ad costs.

When published, yellow page companies would use the units to store their books until all were distributed. While it looks good on paper..and is good if the yellow pages are a necessary buy… the unit is unavailable for rent.

As we shift money into a greater on-line presence and focus on promoting our products primarily through marketing relationships, we not only have more money left over for the bottom line, but have additional inventory to rent.

A double-whamy win for both income and expenses to go in the right direction.

Take a break?

123selfstorage — Mon, 07 Sep 2009 16:26:05 +0000

I relaxed remembering this morning that today would be a different kind of Monday. Holidays bring that sort of reprieve!

The 24-hour pause from everyday demands calls “cease fire” to some of the “soldiering” of self-storage.

OK…personally… I admit… I am no longer on the “FRONT LINES”. (Having put in years of service, I believe that’s good!)

But those we’ve trained who ARE in the trenches…The Self Storage Property Managers…were still trying not to miss a rental today. They may have had less hours in the store…but they were nevertheless AVAILABLE, just in case!

They were able to respond to customers as needed and as required.

WHAT DID THEY DO?

Gave the customer a great experience in the leasing office, and

Provided a great product, period. Clean, safe, aesthetically pleasing and price point perfect!

WHY DO THEY CARE?

It’s their job (and we are all grateful to have one, right?);
Because excellence is a virture (rewarded by satisfaction for a job well done);
And simply “they are motivated” to make a profit…not just for the owners, but for themselves.

Great mangers “JUST DO IT” all the time. A little “Nike” is necessary for success.

Take a holiday (maybe)

123selfstorage — Sat, 05 Sep 2009 16:04:32 +0000

TGIF! ….Of course, in self-storage that doesn’t mean “relax”, now does it?

Friday, Saturday and even Sunday can be the busiest days of the week for a self-storage operator. How a manager manages this unpredictable demand is critical.

Different markets — even different locations within the same markets — show a varying ebb and flow of self-storage activity when assessing their unique weekend traffic patterns.

And here comes Labor Day! So, what about holidays? One thing is for sure: If you’re not “OPEN”, you better at least be available to rent a unit.

This is not the kind of economy to put the “CLOSED” sign up…unless you don’t mind closing up for keeps one day soon.

Far better to cater to the customers. “We’re ready when you are” is a slogan I’ve seen…and by the way…that store is fairly new, 90% occupied and just completed a successful rental rate increase on its existing customer base.

Their formula for success? I believe it is:

Diligence + Proactiveness = Progress

Have a good weekend

Top 10…the rest of the story

123selfstorage — Tue, 01 Sep 2009 15:57:16 +0000

Here’s the complete list of “Top 10″ troublesome traits of an unsuccessful manager (Plus a few example quotes):

10. The “Complainer”

“I don’t want to go outside and check the property”
“It’s ridiculous that I have to stay late to lease a unit.”
“Why don’t you warn me before you drop in for a site check so I can get ready?”

9. The “Blame Shifter”

“The tenants told me they would come back and sign the lease, so I let them move in. They lied to me.”
“The other manager should have fixed that. It didn’t happen while I was here.”
“The owner doesn’t pay me enough to work that hard.”

8. The “Does Just Enough to Get By” Guy

“I can clean that up tomorrow…my area manager was just here for a visit so I don’t have to worry.”
“I’ll close a little early. They’ll never know.”
“I’m here, ok? What difference does it make if I read my book or watch a DVD while I’m on the clock?”

7. The “Whoops, I Forgot” Gal

“I forgot I was scheduled to work that day.”
“I forgot to wear my company shirt.”
“I meant to follow up on those leads…but I forgot.”

6. The “Just a Little Bit Late” Trait

“My alarm didn’t go off, then my car wouldn’t start, then my dog got sick…etc.”
“Can’t I just send the Monday report on Tuesday?”
“What time was the meeting supposed to start?”

5. The “Forgive (Fees) & Forget (Debt)” Dude

“I hate to make them pay late fees so I just waive them.”
“I hate to make reminder calls, so I don’t.”
“I have bill collector’s calling me! I can’t call people and tell them they’re late.”

4. The “I Don’t Do Marketing” Man

“I don’t like to get out and meet people or attend community events.”
“I can’t think of anything to do….What’s marketing? Should i just drop off my business card, or what?”
“It won’t work anyway and besides…people know we’re here.”

3. The “Lack of Zeal” Deal

“It’s too much trouble to change the marquee.”
“I took the flag down because I was constantly having to replace it.”
“I don’t need any more training. I already know how to do my job.”

2. The “Wanna Do It My Way” Lady

“I know you said to (post it, fix it, sell it, mail it…) that way, but my way is better.”
“I only answer the phone with that greeting when my area manager’s here or if I see his name om caller ID.”
“I’m supposed to ask the customer “How Did You Find Out About Us” for some marketing report…but I just make up the answers and they never know.”

1. Don’t Ask. Don’t Tell. (Won’t Sell)

I don’t want to control the call and be the storage expert, so I don’t ask:

Who am I speaking with?
What kinds of things will you be storing?
When do you need the unit?
Do you need boxes and packing supplies?
Do you want to use our free moving truck to move in?
Can I give you directions to the store?
May I tell you about our specials?
May I have your email address so I can mail you a coupon?
or any of the other questions I was trained to ask.

I don’t tell them:

What my name is
Where we are located
The reasons they might need climate controlled space.
That we sell boxes and packing supplies.
About the features of our store.
That I can come early or stay late or meet them after hours…

“I just tell ‘em the prices,” said the Unsuccessful Manager.

Later that afternoon, his area manager dropped by unannounced (again)…with “employment separation papers” and to give the new manager a chance to look around.

It happens.

Top 10 Traits of a Troublemaker (manager)

123selfstorage — Mon, 31 Aug 2009 15:52:13 +0000

Managing multiple facilities means handling “people” as well as “properties”. This can be very rewarding! However, as any HR person will admit…it can be stressful and difficult from time to time. Needless to say, you cannot let these “problems” continue on in their positions with no ill affects. Customers, other employees (not to mention the property) will suffer if “problems” are allowed to persist.

What do we define as the top ten traits of a troublemaker? Let’s apply “the first shall be last” approach counting down to the #1 “Name” that never describes a successful self-storage manager:

10. The “Complainer”

9. The “Blame Shifter”

8. The “Does Just Enough to Get By” Guy

7. The “Whoops, I Forgot” Gal

6. The “Just a Little Bit Late” Trait

(I’ll get to the top tomorrow adding anecdotes to each. Yes…the names will be changed to protect the “innocent”.)