Once you hire an employee, have them read the company policy manual and train them to do their job. Many organizations place them in their position and come around once in a while to verify they are doing what they are supposed to be doing. The only time any additional training is needed is if the form or the software changes.WRONG!
No matter what business you are in, from self storage to the hotel industry, we must continually educate our employees. Every action has a reaction and your front line employees can have an impact on everything from your profit to the unthinkable loss of a lawsuit because they formed bad habits, or were not aware of the law change. With the continued advancements in technology the way customers are attracted to our locations range from SmartPhone Apps, home Internet or good old Word Of Mouth. This drives the need for all employees to be continually trained on the ways to improve everything from your Search Engine Optimization (SEO) to Net Operating Income (NOI) to Customer Service and Sales techniques.
In today's self storage industry, many employees have forgotten that they are sales people not just caretakers collecting money. Bad habits have to be eradicated and new inviting habits formed. Every time a customer walks through the front door the employee should be standing to greet the customer, whether they are a brand new one or the guy that has been around for ten years. It is a common courtesy, that goes hand in hand with asking for the name of the new prospective customer. How else do they know who they are trying to rent to? If the prospect is leaving without renting a unit, the manager should have obtained a phone number or it will be impossible to follow up. A whopping thirty percent of customers that leave without renting can be reeled back in with a friendly follow up call or text to see if they still needed storage and a reminder that you sell packing and moving supplies. In our organization, we tape incoming calls for Quality Assurance. This gives our trainer an opportunity to review an employees' sales techniques and to insure they are solving a customer's storage needs. Our goal is to build upon the positive aspects of the call and give direction and coaching on how to utilize those strengths to improve the weak areas of the call. There is certain criteria that we want our employee to cover with each prospective tenant, but we do not want them to be robotic about it. Training in phone etiquette as well as technique for controlling a call to obtain all the necessary information to properly fit the customers needs is on ongoing process that can also be crossed over into face to face sales.
The Internet is the way a growing number of our customers find us. The better SEO you have the better the page ranking etc. How does employee training tie in with this? Again, they are on the front line dealing daily with the customer... the one that finds your facility. Training your employee to deliver top notch customer service will help them solve their customers storage needs, but they can also be trained to ask them not only to refer their friends, but to go to Google Places and leave a review for their facility. They can also ask the customer to use key words in their reviews such as self storage and the company name to enhance SEO.
One area that is continually changing is the area dealing with laws. It is a necessity that we keep ourselves up to date on all law changes and keep our employees informed of these changes. Not only must we be concerned with the lien laws, but labor laws, and changes in the Americans with Disabilities Act (ADA). Their lack of knowledge in the changes in these laws could draw an unwanted and unnecessary lawsuit. Your national and state self storage associations are great resources in these areas. Self Storage Association Texas Self Storage Association Tennessee Self Storage Association
Communication with your employees should happen on a routine basis and at least one hour per month should be spent on the continued education of each employee. I accomplish this with a weekly email to the entire group with an educational piece, kudos to the top performers, policy changes and marketing information. Then we also require all our employees to attend a training webinar once a month to cover various training.
With our managers and employees, we are not striving for Perfection, just exceptional service!
Saturday, April 21, 2012
Wednesday, April 11, 2012
An Insider's Guide to Storing Your Universe
I recently had a relative that was making a major move and was going to be storing the majority of her personal household items. She came to me, being in the business, and asked the proper way to store her house. If this would have been simple... rent a space big enough, rent a truck, pack and label, insure and pay on time. But NOOOOOO I was dealing with my cousin who has a manual on everything from cleaning the kitchen to properly raising your child.
I took my time in replying to her request, as I was sure of the amount of work that was going to go into this. So anyone that gets a bit of useful information from these instructions, you owe a thank you to my cousin.
The first step is to determine how much needs to be stored and begin determining how much space you will need. Nine times out of ten you will need more space than you originally estimate. Then start shopping for a storage facility that meets your needs and whose units rates fit into your budget. Search for facilities convenient to work, home, family etc. You want to look at how well the facility is maintained and the cleanliness of the facility. Ask who their pest control company is. How is the temperature in the space you are in... take into consideration current temperature, humidity and the amount of dust in the unit and how much dust will be coming in. Remember to inquire about lease conditions and rules. Some facility leases limit the value of items that can be placed in storage and require written permission to store a larger value. Many will also require that you insure or purchase a warranty program to cover the value of your possessions.
Preplan the way that you will be packing your storage unit using either a storage calculator or sketching it out. Depending on the time frame that you are working with, and the amount of items that you are storing, prepacking and stacking in the spare bedroom or garage is a good way to estimate the space you will need. Use good packing materials and don't skimp on the amount you use. If you are storing your precious belongings... pack to protect!
As you pack your boxes, take photos of precious items. (Digital cameras hold hundreds of shots) Wrap knick knacks in wrapping paper, and make a list of each item you place in the box. Number each box and place box number on the top of each list. Use packing paper, packing peanuts, and bubble wrap to fill in dead spaces in boxes to strengthen them. As you prepare your furniture for storage, again take photos from several angles, and list each piece going into storage. Use blankets to wrap furniture and secure with stretch wrap to hold the blanket in place without sticky residue. Stretch wrap is also great for securing drawers in place, protect sofas, protect mattresses and even secure those rugs that you rolled up.
There are several different type and sizes of boxes for various items. Small boxes should be used for heavy items such as books, canned goods and small kitchen appliances. Many dish and crystal kits are designed to fit in the small box. The Medium box is great for many of your basic household knick knacks, lamps and table statues. Large boxes should be utilized for those light bulky items from pillows and bedding to the cookie sheets and pots. Mirror boxes protect those precious paintings and mirrors when properly wrapped. The one box that I can never seem to get enough of for my wife, are wardrobe boxes. A 24 inch wardrobe box will comfortably accommodate about 18 to 20 inches of clothes as they hang in the closet. She has also learned to pack her shoes that are in shoe boxes, in the bottom of the wardrobe boxes that she is placing her blouses in.Again, DO NOT FORGET the photos and list!
When you are making arrangements for transporting your belongings to the storage facility, you have to decide whether you are physically capable or can round up the help to assist. If you are the do-it-yourselfer, be sure to consider renting your moving truck during the 7th and the 22nd of the month and try to avoid weekends for the best rental rates and mileage rates. When reserving vehicles and the accessories that you may need to assist in moving, remember that sometimes equipment will not be available because someone else did not return it on time or the truck broke down. During the first of the month and on weekends, these events are more likely to occur.
If you are using movers or a moving service, be sure and check their references, ask for proof of insurance and search the Internet for reviews.
As the storage unit is being filled, those photos again become an important part of your record. You should always make a copy of your lists and photos, whether it is kept in your safe deposit box or on your cloud in the computer... a back up is always suggested.
When completing the rental agreement at the storage facility many will ask that you place your account on auto debit, which automatically charges your credit card or checking account each month. This is a great plan, but be sure that their software system can be accessed via the Internet to obtain copies of your rental receipt or that one will be emailed to you each month.
To sum it up... Plan ahead, list and photograph possessions, Rent a space large enough, Pack It Right and insure it through your agent or through insurance or warranty programs offered at the facility. Make sure that the amount offered is appropriate to cover any loss that you might encounter. If you are using homeowners or renters insurance, check with your agent that your policy specifically covers your belongings in storage or anywhere in the world. You have spent a life time collecting these items close and dear to the heart... pack them with care and respect.
I took my time in replying to her request, as I was sure of the amount of work that was going to go into this. So anyone that gets a bit of useful information from these instructions, you owe a thank you to my cousin.
The first step is to determine how much needs to be stored and begin determining how much space you will need. Nine times out of ten you will need more space than you originally estimate. Then start shopping for a storage facility that meets your needs and whose units rates fit into your budget. Search for facilities convenient to work, home, family etc. You want to look at how well the facility is maintained and the cleanliness of the facility. Ask who their pest control company is. How is the temperature in the space you are in... take into consideration current temperature, humidity and the amount of dust in the unit and how much dust will be coming in. Remember to inquire about lease conditions and rules. Some facility leases limit the value of items that can be placed in storage and require written permission to store a larger value. Many will also require that you insure or purchase a warranty program to cover the value of your possessions.
Preplan the way that you will be packing your storage unit using either a storage calculator or sketching it out. Depending on the time frame that you are working with, and the amount of items that you are storing, prepacking and stacking in the spare bedroom or garage is a good way to estimate the space you will need. Use good packing materials and don't skimp on the amount you use. If you are storing your precious belongings... pack to protect!
As you pack your boxes, take photos of precious items. (Digital cameras hold hundreds of shots) Wrap knick knacks in wrapping paper, and make a list of each item you place in the box. Number each box and place box number on the top of each list. Use packing paper, packing peanuts, and bubble wrap to fill in dead spaces in boxes to strengthen them. As you prepare your furniture for storage, again take photos from several angles, and list each piece going into storage. Use blankets to wrap furniture and secure with stretch wrap to hold the blanket in place without sticky residue. Stretch wrap is also great for securing drawers in place, protect sofas, protect mattresses and even secure those rugs that you rolled up.
There are several different type and sizes of boxes for various items. Small boxes should be used for heavy items such as books, canned goods and small kitchen appliances. Many dish and crystal kits are designed to fit in the small box. The Medium box is great for many of your basic household knick knacks, lamps and table statues. Large boxes should be utilized for those light bulky items from pillows and bedding to the cookie sheets and pots. Mirror boxes protect those precious paintings and mirrors when properly wrapped. The one box that I can never seem to get enough of for my wife, are wardrobe boxes. A 24 inch wardrobe box will comfortably accommodate about 18 to 20 inches of clothes as they hang in the closet. She has also learned to pack her shoes that are in shoe boxes, in the bottom of the wardrobe boxes that she is placing her blouses in.Again, DO NOT FORGET the photos and list!
When you are making arrangements for transporting your belongings to the storage facility, you have to decide whether you are physically capable or can round up the help to assist. If you are the do-it-yourselfer, be sure to consider renting your moving truck during the 7th and the 22nd of the month and try to avoid weekends for the best rental rates and mileage rates. When reserving vehicles and the accessories that you may need to assist in moving, remember that sometimes equipment will not be available because someone else did not return it on time or the truck broke down. During the first of the month and on weekends, these events are more likely to occur.
If you are using movers or a moving service, be sure and check their references, ask for proof of insurance and search the Internet for reviews.
As the storage unit is being filled, those photos again become an important part of your record. You should always make a copy of your lists and photos, whether it is kept in your safe deposit box or on your cloud in the computer... a back up is always suggested.
When completing the rental agreement at the storage facility many will ask that you place your account on auto debit, which automatically charges your credit card or checking account each month. This is a great plan, but be sure that their software system can be accessed via the Internet to obtain copies of your rental receipt or that one will be emailed to you each month.
To sum it up... Plan ahead, list and photograph possessions, Rent a space large enough, Pack It Right and insure it through your agent or through insurance or warranty programs offered at the facility. Make sure that the amount offered is appropriate to cover any loss that you might encounter. If you are using homeowners or renters insurance, check with your agent that your policy specifically covers your belongings in storage or anywhere in the world. You have spent a life time collecting these items close and dear to the heart... pack them with care and respect.
Sunday, April 8, 2012
How a Nickel Makes a Quarter...The Queens of Marketing Turn 100
This year represents the 100th anniversary of the Girl Scouts of America. This organization began back in 1912 to nurture independence and to hone skills of young women. It has flourished over the years and cookie sales are synonymous with the organization and has been a part of the groups program funding for almost as long as the organization has been in existence. The first mention of girls baking cookies with their mothers and selling as a service project occurred in 1917. In the early 1920's a Mrs. Neil published a recipe for a basic cookie that could be made for approximately a Nickel per dozen and could be sold for a Quarter per dozen.
The Girls over the years have continued to sell cookies to fund council and troop activities. They have learned to minimize the number of licensed bakers for quality assurance. (Currently two.) The cookie sales have also been a way for the girls to enhance their marketing and business skills. The council has utilized by accident or purpose some of the basics of standard marketing and sales. Have a product that is exceptional, control the quality, and use a smiling girl on the packaging... and to move the product. But most important, have a large enough profit built in to make it all worth while.
You may be asking what this has to do with Storage. In all aspects of marketing, you look at your ROI. (Return on Investment) A 500% ROI is impressive. The lesson here is that whatever marketing plan or path you pursue, keep it consistent and be sure to track your cost to determine your ROI and whether the program worth continuing.
I want to make sure that whatever marketing path you are following, that you remember some basics. First, the Most Important Aspect of any marketing plan is YOU! The success of any marketing program depends on how well you implement it. If you are not the front line manager, it will depend on how well you train them to implement the program. If one manager is not following the program or not offering part of the deal, it can harm your program quicker than anything else. Give the customer what you advertise.
Marketing is simply;
Follow this link to the Girl Scout Cookie History and a recipe for the basic Sugar Cookie .
The Girls over the years have continued to sell cookies to fund council and troop activities. They have learned to minimize the number of licensed bakers for quality assurance. (Currently two.) The cookie sales have also been a way for the girls to enhance their marketing and business skills. The council has utilized by accident or purpose some of the basics of standard marketing and sales. Have a product that is exceptional, control the quality, and use a smiling girl on the packaging... and to move the product. But most important, have a large enough profit built in to make it all worth while.
You may be asking what this has to do with Storage. In all aspects of marketing, you look at your ROI. (Return on Investment) A 500% ROI is impressive. The lesson here is that whatever marketing plan or path you pursue, keep it consistent and be sure to track your cost to determine your ROI and whether the program worth continuing.
I want to make sure that whatever marketing path you are following, that you remember some basics. First, the Most Important Aspect of any marketing plan is YOU! The success of any marketing program depends on how well you implement it. If you are not the front line manager, it will depend on how well you train them to implement the program. If one manager is not following the program or not offering part of the deal, it can harm your program quicker than anything else. Give the customer what you advertise.
Marketing is simply;
- Have Something Good to Say
- Saying It Well
- Saying It Often
Follow this link to the Girl Scout Cookie History and a recipe for the basic Sugar Cookie .
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