Writers Block....A Million Thoughts To Decipher

Blank.  I'm just drawing a blank.  That's frustrating to me because I am a writer before I am a manager, marketing professional or sales person.  My writing has been inspired by events at my current workplace and the wonderful clients we serve. I have been a writer since prior to my college years and am typically never at a loss for words (just ask anyone who knows me). This has been a whirlwind week, one that has left my mind going in a thousand directions.  Sales are high, collections are going well, I'm having fun learning more about the latest in social networking, I was able to hire a part-time employee and, as always, I have some amazing new customers.  Yet, I cannot come up with anything to blog about, in general.  How can this be?

I think it has to do with the whirlwind week I have had.  I seriously have not had time to reflect on the wonderful things that have transpired.  How often do we do this as business people?  We have a business to run, we take time to deliver the best customer service, work on finances, sales, collections, marketing, etc.  And when that proverbial five seconds of quiet hit, a barrage of thoughts enter our minds leaving us with little time to sort out what to do with that five seconds.  And this was the case for me this week.  I hit the ground running.  It's been a great week and month regarding sales and collections.  And now that proverbial five seconds is here and as I open that door I face an empty room with white walls and a bare floor.

"This is counterproductive", I think as I stare into space contemplating the first word to record.  Somehow, I should be able to make something out of this five seconds.  Surely there is a painting to hang and a throw rug somewhere.  Anything would be better than this empty room.  It's so hollow and even a whisper echoes and bounces off of every corner.  Maybe I should just back out of this room for a while and look around the rest of the house.  I haven't been in the collections room lately.  When I walk in, I see a lot of familiar faces talking about their current situations.  It's kind of an oppressed room with negativity bouncing off the walls.  I walk in and turn the light on to be faced with a lot of unhappy stares.  I decide I will take a few moments to share some of my life with them.  I think maybe if they knew the trials and tribulations I have faced that maybe the atmosphere will shift as they gain some hope and encouragement.  As we talk, I see many of their faces soften and even have some pull out their checkbooks and credit cards to pay.  I make arrangements with a few others.  Still a few are determined to stay hardened but the mood is much lighter than it was before.  Now that everyone is much calmer than before, I decide it is safe to leave now.

The room across the hall is decked out in posters, screens with commercials playing, computers scattered about and every social networking site known to man on each one.  At first, I think I have entered the Twilight Zone and then a closer look tells me it's the marketing room.  It's overwhelming at best.  I walk through it and try to decide what is applicable to our business at this point and time and what isn't.  As I go through the room, I begin turning off the commercials and take a few posters down.  I then look at the social networking sites and log off of those I want to try later and focus on a few that are serving us well now.  The room takes a calmer ambiance and I pull up a chair and begin to work on a few items at a time until I have them complete.  As I finish up, I look around and satisfied, I shut the light off and walk out.

The room down the hall is full of commotion.  I walk in and about a hundred people all shout, "Surprise!!" As I stand there startled with a deer in the headlight stare I think, "It's not my birthday so what can this be?"  All at once they come at me telling me about great deals, bargains, discounts, buy one get one free, first month half off and more, I can barely make out what each is saying.  This is a room that needs taming.  Without using a stun gun on each of these sales people, I calmly, with a smile and a slightly raised voice say, "One at a time, please!".  As I sit and carefully listen to each one, I suddenly focus and realize that each person looks like me. I'm taken aback and realize that maybe I should take more time to process each sale as it happens (or have a drink).  I often ask myself what could I have done better?  But in the midst of a huge month of sales, I've not focused on this question as often as I would have liked.   And although my sales seem to be doing well this month am I missing something?  Because this room certainly was a bit overwhelming.  I realize this room will take a while and while the party seems to be a little less overwhelming, I still need to practice on listening more and talking a little less.

"Even Smile In Your Liver": A Good Customer Service Plan

Not long ago my son and I went through a fast food restaurant drive-thru and while there the voice came over the intercom and totally knocked me for a loop.  I was so taken back when the voice said with a very "put-off" tone, "Whaddya want?" I looked at my son and we almost burst out laughing.  Obviously someone had not been trained in customer service etiquette.   I was a little floored and was very tempted to just leave.  I ordered our food and my son said, "Mom, don't say anything, you don't know what kind of day they are having".  More than likely if I would have said anything it would definitely not have been a Madea moment such as this one (oh if only I had her courage): 

Another incident not long ago was an experience in a coffee shop with a girl who looked to be about 17 chomping on her gum and slowly strolling up to the counter.  As she chomped her gum she looked up at me and said, "Yeah?"  I leaned over the counter a little and responded with, "Excuse me?" and she quickly backed up and said, "Um, hi, like, what do you need?"  It doesn't take long to notice that we are living in a day and age where customer service is not what it used to be.  But, we can change that. I truly believe that smiles are contagious and encouraging words are worth a million dollars.  Politeness will retain my business and cheerfulness will make me a repeat customer.  

If you have ever gone to a Chick Fil A restaurant, you will quickly notice their customer service is exemplary. Why is that?  Well, Chick Fil A has taken a "second mile service" approach to their customer service.  Meaning that, bottom line, if you are going to go the first mile, why not go the second as well?  This is why when you are greeted with a smile and very fast service, you say thank you and they respond with, "My pleasure".  I once visited a Chick Fil A on a rainy day and was greeted at my car door with an employee holding an umbrella.  Can you imagine the look on my face seeing a teenager with a huge smile helping me out of my car and to the front door so I would not get one drop of rain on me? While inside dining, I always receive refills and they throw my trash away for me.  When I leave you will hear several say, "Bye! Thanks! Come back again!".  And why wouldn't I want to?  Their prices are a bit higher than most fast food but I am more than willing to pay for the customer service experience.  And did I mention there is no tension in their restaurants? Ever? 

Stepping back to look the Chick Fil A scenario, wouldn't one think that many of these cheerful people are also going through a lot in their lives?  Yet somehow, they still place customer service as first and foremost.  Let me go back to my point that smiles are contagious.  Have you ever tried to be unhappy or upset while smiling?  It is hardly possible.  When my customers walk through the door, in all actuality, the last thought on my mind is making a sale.  I love it when someone comes in and I can smile at them and get a smile back.  And when they don't, it becomes my challenge of the day to see them smile before they leave.  I have personal challenges I put into place and one of them is to gain feedback from people that "Michelle was one of the nicest people I've met" or "What a great place and the staff is so friendly!".  I think I have mentioned in the past that I have customers who routinely drop in just to say hi, show me pictures of their children or grandchildren, grab some candy and leave.  That is more rewarding than a sale.  

One of my favorite books is Elizabeth Gilbert's "Eat, Pray, Love ".  In the book she meets with her guru and he gives her some very practical but entirely necessary advice: "Smile with face, smile with mind, and good energy will come to you and clear away dirty energy. Even smile in your liver".  I love practicing this.  When you really smile, there should be no way of knowing there is any pain in your life.  It is healing for the soul.  Smiles like this are also contagious.  People know when you aren't being sincere.  This is something you can practice away from work.  Go to the grocery store and pick out the people who look the most unhappy.  Smile at them with a relaxed face.  Don't worry if they don't return the smile, not everyone will.  However, they may think about it later and when they do, that smile will catch up to them.  As my son said, you don't know what kind of day they are having".  You will also find that when you begin smiling like this, you will also draw that smile inward and eventually it will become a part of you.  It will also make way for smoother roads over the rough patches in your own day.

Oh, and did I mention that it truly does impact your business' bottom dollar?  It's all icing on the cake.  

By the way, have a fantastic day. 

Michelle Armstrong

Manager

Star Storage

816-765-7300

Which Hat Are You Wearing And Do They All Look Good On You?

This month, albeit a very productive one, has been a very challenging month for me.  I have worn every possible hat that could fit me on this job.  However, I will be the first to admit that some do not look quite as good on me as others.  My sales and marketing hat has been particularly appealing.  It goes fabulously with everything I wear. My IT hat has been so-so (meaning, I had to call the IT guy in over a few things).  My collections hat was, "meh" but it still has time to look good.  My operations hat, well, it depends on which "outfit" I am wearing that day.

"I try to take one day at a time, but sometimes several days attack me at once" ~ Jennifer Yane.  There are days when I feel so stretched I wait to break in half like an old rubber band.  It never happens but it's come pretty close. I worked in the non-profit sector for several years and started as an assistant and by the time my tenure in that sector ended, I held a director's position.  What was so fascinating is the fact that due to lack of funds more often than not, you learn to wear every hat possible.  I am pretty certain if I wanted to start a non-profit business, I could run the whole show for a while.  Nevertheless, as with the rubber band adage, you start to wear down quickly if you cannot learn to wear only one at a time.

So, what happens when you have no choice but to be all to All?  Well, you keep a steady supply of hats available and grab the one that fits accordingly to the outfit you are wearing.  How do you do this without your heart racing and letting your customers see the little beads of sweat on your brow?  You stay joyful and keep the atmosphere light.  It's not something I learned overnight.  And it isn't something I have perfected, either.  Take today, for instance (please), there were 6 people in here all at once and none of them were together.  It was a juggling act.  Some were late pays and I really needed their money.  However, I had two people ahead of them who were renting storage units.  What did I do?  I took their payments and promised to mail them a receipt.  Only one had a credit card and he was more than happy to wait.  I joked with them, asked questions and focused on prioritizing by moving in one customer, then another, then taking a payment.

I have learned to keep a smile on my face and live by the old adage, "never let them see you sweat".  Yesterday I had a claustrophobic moment (and I am not claustrophobic) when our IT guy showed up with friend in tow, my son was here helping with over-locks and cutting locks, our bookkeeper was here and the owner was here as well.  And on top of it, I had customers coming in and out. Our bookkeeper was unable to work in her office due to our IT guy working on her printer. I remember at one point my eyes were beginning to glaze over so I looked to my right and saw that our bookkeeper was hugging the wall, her back was pressed against it and she was holding a book tight.  Her eyes were already glazed over and she had painted a smile on her face. Yes, I knew that feeling all too well.

Most of the time, I am able to wear a hat for a few hours but we have had a wonderfully successful month and that means my marketing hat is on right now but more than likely will be removed in a few moments so I can put on my operations hat and close for the day.  I haven't lost my mind nor has the rubber brand broke.  I consider this a good day.  Now it is time to put on my own personal hat and find some relaxation.  Because one should always remember that "A life spent in constant labor is a life wasted, save a man be such a fool as to regard a fulsome obituary notice as ample reward". ~ George Jean Nathan


Michelle Armstrong
Manager
Star Storage
816-765-7300

Collections, Auctions and All That Jazz

I was on a forum today and found a discussion regarding storage auctions. My thought is that I don't want to have an auction. I don't want to have a huge list of people in default (ouch! that makes the books look really bad) and I don't want people moving out. I want to work with them. I need to stay consistent with my collection calls. And as a result, we have gone from having 40 people seriously (more than 20 days) late in February to 7 as of right now (none of which are in default). Having auctions, I think, is a poor reflection on the business. It means we are doing something wrong with our customer service and collections efforts.

Now, we have 300 units here and I am the only employee. So I have to balance a lot of hats: marketing, sales, collections, management, etc. I have a priority list that I go by each week and although I understand most companies only do collections once per month, I call the late people weekly. I have a relationship with my customers. I get to know them and who they are. These are real people we are serving, not just another number. They all have a story and whether we think it is valid or not, it is valid to them.  Of course there will always be those looking for a "free ride" but that is why you focus on covering the late fees, etc before moving anyone into a unit.  If they sign the lease and they have no idea what they are signing and you have made no effort to have them read the lease prior to signing, then you cannot fault those people entirely.  Your customer should never be shocked when they have gotten to the point of their unit going to auction because you know you have communicated what you expect from them and have tried to work out a solution to prevent that auction.

This is my step by step procedure for keeping people OUT of default and preventing an auction. I don't want anyone in default. And to wait on purpose so they bring in the late fees and someone can collect a bonus from that is just rewarding bad behavior from someone who should be a specialist in collections and sales. I know what it's like to have tragedy in your family and lose everything and have to start all over, that is where the majority of our late people are in life right now (and if they aren't, you still want to light a fire under them but let it burn a little at a time). Lest I digress, again, this is how I handle it and as I said, we have had no one in default, two months in a row.

Step one: Week One, call everyone on your list, be nice, Hi, this is so and so from so and so and wanted to remind you that your payment is past due on your unit, in two days I'll have to overlock and I don't want to do that, please call me so we can make arrangements.

Week Two: Be a little more stern but still nice, This is so and so from so and so and I need you to call me as soon as possible so we can make arrangements for your past due payment on your unit. This is very important, I don't want to see you lose your things. I want to help.

Week three: Stern, This is so and so from so and so, I'm concerned I haven't heard from you, you are on overlock and in two days we are cutting your lock and you will be considered in default, when this happens we have no choice but to place your unit on the auction list and call it in to the paper. Please call now to avoid this from happening, I do not want to see you lose your things.

This has taken a CONSISTENT effort on my part for 8 months. I have also posted some of our terms and conditions out where people can see them and I ask my new tenants to read these and their lease prior to signing. I answer their questions if they have any at that point. Many are not clear when they move in how strict we are and that we actually will auction their items. I have lost potential customers this way but I see that as weeding out the bad from the good. I WANT good paying customers. I understand bad things happen and I have worked with those customers as well. Many of them have become some of my best paying customers because they are so grateful I worked with them.

Let's learn to reward good behavior more often.  If collections are below a certain percentage, give a bonus.  Work with customers weekly.  Let's operate our storage businesses with ethics and good business practices.  I think that makes much more sense than the alternative, don't you?

Michelle Armstrong
Manager
Star Storage
816-765-7300

Killing Trees Or Going Green

A few years ago I was hired on as part of a team to streamline a billing department for a large insurance company.  Prior to this, I hadn't thought a lot about "going green" except in my own personal life.  Sure I recycled but what about the companies I did business with?  Were they doing all they could do to cut their costs so mine could be cut as well?  Well, what was unimportant to me before, suddenly became an important venture.

As I traveled back and forth from the south to the east coast, I began to see the importance of streamlining.  After seeing a multitude of boxes stacked in a storage area for just two processes, desks piled with files and an overflow of filing cabinets, the veins in my neck began a slow protrusion.  Something had to be done.  And that's where our team came into play.  We learned the processes and together we defined new processes and turned the entire department around in 3 months.  We were able to take on and streamline more processes and in 6 months, the entire department had converted to "green".

When I started my current position, the owner and myself both agreed we had a dislike for post-it notes, paper and files lying around.  So, in the process of working on a new marketing plan, social networking, collections, operations, and more, I have been spending time trying to automate our processes.  We have a lateral file we keep some files in, but that is still too much for me.  That's where scanning becomes essential for business, whether large or small.  Before you convert to green, it is important to have a good backup program to prevent data loss.  We pay a monthly fee to have our files stored off site.  It's worth every penny if your computer decides it is time to bite the dust.  You can also invest in a storage drive that will automatically back everything up for you as well.

Once you have a data storage program in place to back up your files, you can begin to scan and store everything you have to new folders you have created.  The beginning may be cumbersome and time-consuming but in the long run, it will save time and money.  After, you can recycle your filing cabinets on various "freecycle" sites by donating them and saving them from going into a landfill.  Once it becomes a habit, you will never want to return to the old way of doing things.  It just makes life so much easier.

There are many other ways to add to the savings of going green in your business.  Simple things that cost you no money at all are, turning all lights in the office off when you leave, turning the air conditioner to 75 or the heat to 60 (these can always be changed the moment you walk in) and checking for water leaks (did you shut the faucet off? is it dripping? etc).

Items that cost now but will save money over time include investing in energy-efficient light bulbs, recycling your own waste in your business (purchase small recycle bins and stick them in your back storage room). using "green" friendly ink for your printer (for marketing supplies or letters) and eco-friendly copy paper, toilet paper and paper towels.  We are living in an age where time is money and we have little of both.  We must think smarter in order to make profits.  "Going green", to me, is one of the best possible ways to be successful in business.  Don't procrastinate!  The time is now.


Michelle Armstrong
Manager
Star Storage
816-765-7300