I have been thinking about kindness a lot lately. Listening to the lyrics to Mad World yesterday (written by Roland Orzabal of Tears For Fears) put such a sadness in my heart. My son said, "Wow, he must have been really depressed when he wrote this". You would think, listening to the song that he was on the verge of jumping from a building. In all actuality, Orzabal was just simply making a statement based upon his observation of people while peering outside his window. A simple observation told him there were a lot of hurting people in our world. Yesterday, I was running through my Twitter feed and saw a tweet about anger being nothing other than the depth of someone's hurt (not a direct quote). If we could get into the habit of seeing things this way, perhaps our responses would not only change our perspective of others but maybe it would be a catalyst for change in this world.
You know, I think it would be quite wonderful if we didn't see this as a "Mad World". Would it be too difficult to extend a kindness to someone else today? A simple hello or how are you just isn't enough anymore. Those greetings have become too cliche in America. We all know when we ask someone how they are that more often than not, we don't want to hear. It has become a superficial way of being polite. Now, when people come into my office and I ask how they are, I DO want to know. It means a lot to me and it also helps me to be a better service provider to them. We cannot tout ourselves as being top notch with customer service if we truly don't care. Knowing someone's circumstance can make all of the difference in the world to them and to me. I understand there are days when the office is so busy you may not have extra time to listen. In that case, bypass the socially acceptable, "How are you?" when people come in the door. Just greet them with a huge smile and hello. Let them know how special they are not only because they are your customer but because you see them as a person. You can do that by complimenting them or by sharing an encouraging message when it is obvious they are down.
Allow me to elaborate, when I say encouraging, I don't mean sharing religious quotes or asking if they have been to church lately (that gets my goat more than anything when people do that to me). We need to be very wary about doing this in any business setting. We can be encouraging by saying, "Hey, I can tell you're feeling really down today and I would like you to know that things will get better. I've had some hard times in my life, been unemployed, lost a loved one (etc, fill in the blank with something brief, not your life story) and man, I wondered if it would ever get better, but it did. So, hang in there, you're such a good person who deserves good things and they are just around the corner." I remember reading a story not too long ago about a man who was planning to commit suicide. It was someone's kind words (not a friend, just a stranger) that gave him the encouragement to keep pressing on. We don't know how many people are ready to just end it all. In the self storage business, we see people from all walks of life and many are here not because they want to be, but because they have to be and we should be mindful of that when renting to anyone who walks through our front door.
Take some time today and think about how you would like to extend kindness to others. When you give it, you often get it back as well. As a matter of fact, the rule of thumb is: whatever we give, we get back. And sometimes we get it back twice as much as we gave it. The television show "My Name Is Earl" gives a great depiction of how it works both ways.
Now, keep in mind, being kind to everyone doesn't always mean THAT particular person will reciprocate. However, they have their own "Karma" lesson to learn. What normally happens is an unexpected kindness directed at you in another circumstance and sometimes even bigger than what you extended. Just don't get caught up in being offended by the person who didn't reciprocate to miss what good things you have coming to you. And it WILL come back to you. It is all very much worth it. Give it a try today.
Have a great day!
Michelle Armstrong
Manager
Star Storage
816-765-7300
Showing posts with label business. Show all posts
Showing posts with label business. Show all posts
Monday, March 12, 2012
Wednesday, January 25, 2012
Hurt People Hurt People
Bill Cosby once said, "Hurt people, hurt people". Working in the retail industry puts us in the position to work with people from all walks of life and many of them are hurting. If we work in an industry where we have the same return customer's each month, we get to know them a little more intimately (if we allow ourselves to do so). I think it is important to get to know our customers as people so I do. I'm going to let you all into my life a little bit and say that my son and I have been through a lot of hurt and heartache for several years. He had a chronic illness for many years, therefore we have moved from state to state so I could get him the best medical treatment possible. Home after home (our own or staying with someone else) and surgery after surgery, we have learned to live with daily exhaustion. It's tested us both as individuals in every aspect humanly possible, physically, mentally, emotionally and spiritually. I think that perhaps this is why I have so much compassion for the human heart yet on the other hand why I can also easily wear my heart on my sleeve. Why wouldn't that affect anyone adversely? We are, after all, human.
So, throughout all of our travels, we discovered something we love to do together, laugh. It has been such a joy to see my son learn to cope with the circumstances using laughter. We watch comedies, comedians, write comedy, make up jokes, laugh at situations, etc. Whatever it takes, we laugh. I remember many doctor's visits where we would sit in the exam room knowing they were hearing our laughter down the hallway. In most children's hospitals, it was a welcome sound. People love laughter. We can cover up the pain in front of others but often it is too much to bear so sometimes it comes out in an adverse way. This is where I have learned so much more from my son, who through hurt in many different circumstances has learned to love people unconditionally. He says, "Mom, hurt people, hurt people". It's true, we do. I've done it often through my own fears and wish I could take back the words that sometimes come from this hurting soul.
After several years of working behind the scenes in the non-profit and for profit sector, I am now on the front line dealing with people who are going through a lot. I've been yelled at, cursed at, had fists in my face, doors slammed on me and I have had to learn to not lash out. These are hurting people. But more so, I have had the privilege of hugging and comforting people who were in tears while listening to their stories of dying parents or children, lost jobs, lost homes and domestic violence. These are also hurting people. Sometimes they are personal friends and other times they just need to unload. I let them. Maybe I'm the 20th person they have unloaded on or maybe I am the first and only. In any case, it's important to me that I hear them out. It's been a learning experience for me and one that I have failed at times. I'm still healing, too.
It's easy to love on someone when they are vulnerable but how do you do it when you are also hurting? How do you love on them when you have already had a miserable week and they come in and take their miserable week out on you? This is where it can be a little tough. In the working world, we have been taught that "you leave your personal life home" and that is true to some extent. However, by doing this, you aren't dealing with your current issues. So, you bury it at work and go home and all of that pinned up emotion goes out to your loved ones or you just learn to keep it buried. So, you become a volcano that is either active or dormant but active. Dangerous either way. But, you can't talk about it at work, either, can you? This is where I have learned to become creative.
"Everything that happens to me is the best possible thing that can happen to me", when I first read this quote from Chris Prentiss, it changed how I saw things. Not immediately, though, I had to say it over and over and I still say it over and over. That still wasn't enough, though, I made copies and taped it on my desk, my car and at home. I need the reminder. We have to find something positive. If prayer works for you, then pray. If meditation works, then meditate. If changing your applied philosophies works, then do it. But, you must find positive outlets in your life. I have found that old habits die hard. If you are used to handling situations the same way over and over again and they are detrimental to yourself and everyone else around you, then that reaction will be the first thing you run to when faced with negatives in your life. You must retrain your thinking habits. It doesn't happen over night so you mustn't give up if you fail sometimes.
My Grandmother passed away two weeks ago. I've known for quite a while that she was dying but was still so unprepared for the moment I received the news. She was my second Mother. She helped raise me and the memories all came back. There were regrets that I was unable to be there before she passed. I came to work each day and told myself I was handling everything well, but I wasn't. I knew I had to take time to grieve. So, I did. And it worked. I came to terms with her death, she was in a lot of pain and I knew it was a blessing for her to no longer be in pain. I came to terms with the fact that someday, I will see her. She knew we lived out of state and I am certain she understood. Our last memories together were good. That's how she would have wanted it. I still have my short-lived moments but taking time to grieve was the best decision I could have made. Maybe you need to grieve your current circumstance? Perhaps it will take 5 minutes or maybe you need more time to reflect and heal. In any case, you can't be there for others unless you are also in the process of healing. It is also more difficult to handle a dire situation if your thinking is clouded by hurt.
Every day that we leave our home we face people. We can either walk around them and pretend they aren't there or we can face them with a smile. Unless we are living in a bubble, there is no way we can avoid people. And let's face it, sometimes it would make life so much easier if we could. But, we can't and shouldn't. If we try, we might miss a life changing experience. So, today is the day to make a decision, how are we going to deal with people? When we have a customer walk in the door looking upset, are we going to roll our eyes and think, "Oh great, what now?" or are we going to greet them with a smile and let them know someone cares? Are we going to begin dealing with our own hurts or are we going to continue to bury them? Bottom line, when are you going to start living and loving? I know I am ready to do both. I've been ready. It's more than business, it's life. Your business is people and people are your business. So, whaddya say? Anyone up for a group hug? Try it, you might just like it.
Do you have any life changing events or stories that have changed your perspective on life or business? If so, we would love to hear your story.
Michelle Armstrong
Manager
Star Storage
816-765-7300
So, throughout all of our travels, we discovered something we love to do together, laugh. It has been such a joy to see my son learn to cope with the circumstances using laughter. We watch comedies, comedians, write comedy, make up jokes, laugh at situations, etc. Whatever it takes, we laugh. I remember many doctor's visits where we would sit in the exam room knowing they were hearing our laughter down the hallway. In most children's hospitals, it was a welcome sound. People love laughter. We can cover up the pain in front of others but often it is too much to bear so sometimes it comes out in an adverse way. This is where I have learned so much more from my son, who through hurt in many different circumstances has learned to love people unconditionally. He says, "Mom, hurt people, hurt people". It's true, we do. I've done it often through my own fears and wish I could take back the words that sometimes come from this hurting soul.
After several years of working behind the scenes in the non-profit and for profit sector, I am now on the front line dealing with people who are going through a lot. I've been yelled at, cursed at, had fists in my face, doors slammed on me and I have had to learn to not lash out. These are hurting people. But more so, I have had the privilege of hugging and comforting people who were in tears while listening to their stories of dying parents or children, lost jobs, lost homes and domestic violence. These are also hurting people. Sometimes they are personal friends and other times they just need to unload. I let them. Maybe I'm the 20th person they have unloaded on or maybe I am the first and only. In any case, it's important to me that I hear them out. It's been a learning experience for me and one that I have failed at times. I'm still healing, too.
It's easy to love on someone when they are vulnerable but how do you do it when you are also hurting? How do you love on them when you have already had a miserable week and they come in and take their miserable week out on you? This is where it can be a little tough. In the working world, we have been taught that "you leave your personal life home" and that is true to some extent. However, by doing this, you aren't dealing with your current issues. So, you bury it at work and go home and all of that pinned up emotion goes out to your loved ones or you just learn to keep it buried. So, you become a volcano that is either active or dormant but active. Dangerous either way. But, you can't talk about it at work, either, can you? This is where I have learned to become creative.
"Everything that happens to me is the best possible thing that can happen to me", when I first read this quote from Chris Prentiss, it changed how I saw things. Not immediately, though, I had to say it over and over and I still say it over and over. That still wasn't enough, though, I made copies and taped it on my desk, my car and at home. I need the reminder. We have to find something positive. If prayer works for you, then pray. If meditation works, then meditate. If changing your applied philosophies works, then do it. But, you must find positive outlets in your life. I have found that old habits die hard. If you are used to handling situations the same way over and over again and they are detrimental to yourself and everyone else around you, then that reaction will be the first thing you run to when faced with negatives in your life. You must retrain your thinking habits. It doesn't happen over night so you mustn't give up if you fail sometimes.
My Grandmother passed away two weeks ago. I've known for quite a while that she was dying but was still so unprepared for the moment I received the news. She was my second Mother. She helped raise me and the memories all came back. There were regrets that I was unable to be there before she passed. I came to work each day and told myself I was handling everything well, but I wasn't. I knew I had to take time to grieve. So, I did. And it worked. I came to terms with her death, she was in a lot of pain and I knew it was a blessing for her to no longer be in pain. I came to terms with the fact that someday, I will see her. She knew we lived out of state and I am certain she understood. Our last memories together were good. That's how she would have wanted it. I still have my short-lived moments but taking time to grieve was the best decision I could have made. Maybe you need to grieve your current circumstance? Perhaps it will take 5 minutes or maybe you need more time to reflect and heal. In any case, you can't be there for others unless you are also in the process of healing. It is also more difficult to handle a dire situation if your thinking is clouded by hurt.
Every day that we leave our home we face people. We can either walk around them and pretend they aren't there or we can face them with a smile. Unless we are living in a bubble, there is no way we can avoid people. And let's face it, sometimes it would make life so much easier if we could. But, we can't and shouldn't. If we try, we might miss a life changing experience. So, today is the day to make a decision, how are we going to deal with people? When we have a customer walk in the door looking upset, are we going to roll our eyes and think, "Oh great, what now?" or are we going to greet them with a smile and let them know someone cares? Are we going to begin dealing with our own hurts or are we going to continue to bury them? Bottom line, when are you going to start living and loving? I know I am ready to do both. I've been ready. It's more than business, it's life. Your business is people and people are your business. So, whaddya say? Anyone up for a group hug? Try it, you might just like it.
Do you have any life changing events or stories that have changed your perspective on life or business? If so, we would love to hear your story.
Michelle Armstrong
Manager
Star Storage
816-765-7300
Thursday, January 19, 2012
Still Everything Happens For A Reason
I am a huge John Mayer fan. I make no bones about the fact that the lyrics to his music have changed my life in many ways. And much of what he preaches in his music I apply to my daily life. I try to be the same at work as I am off the clock, with the exception to a few rules (it's familiar but it's not home). And to be honest with you, this is the first place I have actually had the freedom to be myself (thank you, Kip). This isn't to say I walk around with a rose up my nose. I'm human, aren't we all?
As a result of this freedom, it has been an amazing journey to rediscover people. And that result has led to increased revenue. What? Yes, I said that. It wasn't my goal, either. Maybe it's just learning that despite what has been taught over the years, you can still be genuine and professional at the same time. Often, through fear, companies will teach that we need to stand up straight, iron our clothes, wear a suit and tie, be uncomfortable in hose and high heels and make certain your grammar is perfect and every...single...word....is enunciated per-fect-ly. Because we want to deal with uncomfortable and rigid people every day, right?
Have you ever watched someone perspire abnormally when everyone else is just a little warm? The sweat just saturates their every being. They are obviously miserable. And it makes us miserable watching them. We want to just find the closest pool and help them in. Well, when I walk into a business and someone is standing there trying to be as professional as possible, barely cracking a smile and the pain from those pointed shoes shows in their brow, I hurt for them. It's not them. The real them is wearing their favorite weekend sweatshirt and jeans and most comfortable shoes. The real them wants to joke with you but they are afraid that showing their true self will endanger their job or the business they represent (because that's what they have been told).
Maybe it's just how things are done in the Midwest. I don't know. I grew up around farmers and they were the highest paid people around. If they saw you prancing around the farm in a suit and tie they would think you were the guy from the bank wanting to loan you money (farmers used to be the ones to keep banks afloat, not the stock broker down the street or your friendly politician). Things were so relaxed back then and the economy was staying afloat. People were friendlier and everyone knew one another and their first and last born child and their children. You could go to any local business and talk with one another like you had known each other for life.....and you probably had.
But now, with the age of technology and social networking, we no longer have to worry about getting personal with anyone in person. We can take care of everything online. We can pretend to be whoever we want and no one ever knows what is really going on inside. We can walk into a business and be on a strict time limit and get in and out in a flash. No one has to know anything about you, your hurts, your cares, your triumphs. There is no need to share that with people anymore. That's why we have Facebook and Twitter, right?
So, where does John Mayer come in (who, by the way, only has a blog account)? Well, in the song, Why Georgia? He tells the story of driving through Georgia knowing he is going to a temporary home that he will try to make into a home but it's still so empty to him. He wonders if he's "living it right?" These are the lyrics that I was reminded of while writing this blog: "Everybody is just a stranger but that's the danger in going my own way. I guess it's the price I have to pay, still everything happens for a reason is no reason not to ask myself, if your're living it right?" So, are we living it right? Is this just a job where people just come in and go out of your life every day? Do you just exist in the world of social networking or even just exist?
As a writer, I write about people. As a manager, I meet and serve people. As a person, I just want to know that I'm living it right. Mistakes and all, am I? Are we? What is real anymore? Can we find a way to get back to the way things were before? Can we recapture authenticity from each other? I sit in here alone most of the time and yes, it gets to me. People pay online and I spend time trying to figure out what else I can do via social networking to draw people in via technology. I read about the latest marketing tools. But, my favorite still is seeing YOU and learning about your life....and sharing a bit of my own as well. I don't have a personal Facebook. I tried it and several hundreds of friends later, I deleted it. I stay in contact with about ten of those people. The rest have never left that world. Occasionally I will get an email from someone begging me to come back to Facebook because they miss me. Wow, they truly believe I have moved to another country and can only be contacted on rare occasion via email.
In defense of technology and social networking, we have been able to successfully bring in new customers due to internet marketing. It does work. However, it does not have to be a way to end real relationships or the beginning of new ones. Let's see this as a new (or "renewed") way to do business. Actually, let's look past the word business, that's still too impersonal. This is life and we need to always make certain that we are "living it right" no matter what the circumstance. And who wants to ever do that alone? Not me and I doubt you do, either. So, let's start now.
Michelle Armstrong
Manager
Star Storage
816-765-7300
As a result of this freedom, it has been an amazing journey to rediscover people. And that result has led to increased revenue. What? Yes, I said that. It wasn't my goal, either. Maybe it's just learning that despite what has been taught over the years, you can still be genuine and professional at the same time. Often, through fear, companies will teach that we need to stand up straight, iron our clothes, wear a suit and tie, be uncomfortable in hose and high heels and make certain your grammar is perfect and every...single...word....is enunciated per-fect-ly. Because we want to deal with uncomfortable and rigid people every day, right?
Have you ever watched someone perspire abnormally when everyone else is just a little warm? The sweat just saturates their every being. They are obviously miserable. And it makes us miserable watching them. We want to just find the closest pool and help them in. Well, when I walk into a business and someone is standing there trying to be as professional as possible, barely cracking a smile and the pain from those pointed shoes shows in their brow, I hurt for them. It's not them. The real them is wearing their favorite weekend sweatshirt and jeans and most comfortable shoes. The real them wants to joke with you but they are afraid that showing their true self will endanger their job or the business they represent (because that's what they have been told).
Maybe it's just how things are done in the Midwest. I don't know. I grew up around farmers and they were the highest paid people around. If they saw you prancing around the farm in a suit and tie they would think you were the guy from the bank wanting to loan you money (farmers used to be the ones to keep banks afloat, not the stock broker down the street or your friendly politician). Things were so relaxed back then and the economy was staying afloat. People were friendlier and everyone knew one another and their first and last born child and their children. You could go to any local business and talk with one another like you had known each other for life.....and you probably had.
But now, with the age of technology and social networking, we no longer have to worry about getting personal with anyone in person. We can take care of everything online. We can pretend to be whoever we want and no one ever knows what is really going on inside. We can walk into a business and be on a strict time limit and get in and out in a flash. No one has to know anything about you, your hurts, your cares, your triumphs. There is no need to share that with people anymore. That's why we have Facebook and Twitter, right?
So, where does John Mayer come in (who, by the way, only has a blog account)? Well, in the song, Why Georgia? He tells the story of driving through Georgia knowing he is going to a temporary home that he will try to make into a home but it's still so empty to him. He wonders if he's "living it right?" These are the lyrics that I was reminded of while writing this blog: "Everybody is just a stranger but that's the danger in going my own way. I guess it's the price I have to pay, still everything happens for a reason is no reason not to ask myself, if your're living it right?" So, are we living it right? Is this just a job where people just come in and go out of your life every day? Do you just exist in the world of social networking or even just exist?
As a writer, I write about people. As a manager, I meet and serve people. As a person, I just want to know that I'm living it right. Mistakes and all, am I? Are we? What is real anymore? Can we find a way to get back to the way things were before? Can we recapture authenticity from each other? I sit in here alone most of the time and yes, it gets to me. People pay online and I spend time trying to figure out what else I can do via social networking to draw people in via technology. I read about the latest marketing tools. But, my favorite still is seeing YOU and learning about your life....and sharing a bit of my own as well. I don't have a personal Facebook. I tried it and several hundreds of friends later, I deleted it. I stay in contact with about ten of those people. The rest have never left that world. Occasionally I will get an email from someone begging me to come back to Facebook because they miss me. Wow, they truly believe I have moved to another country and can only be contacted on rare occasion via email.
In defense of technology and social networking, we have been able to successfully bring in new customers due to internet marketing. It does work. However, it does not have to be a way to end real relationships or the beginning of new ones. Let's see this as a new (or "renewed") way to do business. Actually, let's look past the word business, that's still too impersonal. This is life and we need to always make certain that we are "living it right" no matter what the circumstance. And who wants to ever do that alone? Not me and I doubt you do, either. So, let's start now.
Michelle Armstrong
Manager
Star Storage
816-765-7300
Tuesday, December 20, 2011
Instantly Gone: What To Do When They Abandon You (Self Storage)
So you've been overly honest with your customers. You want them to know they can trust you and your business. This is a good thing. We need to establish that from the beginning. We go over the fine print of the lease with them and cover everything we would hope someone else would share with us if we were the customer. However, there is also a fine line that can be so easily crossed. Many of your customers have had storage before and they know the routine. Naively, you may think this is all new to them (it's OK to assume they don't and still give them your sales speech) and they play along. So, what are some of the signs they have been down this road before? And when these signs reveal themselves, when do you place the cork in your mouth? Because now, one month later, some how, some way, you have just found out that....you have been duped.....
I've been in self storage management for a little less than a year. I have been in marketing and sales for several years and I can usually spot a fast talker a mile away. However, my heart really softened with all of the stories of people who have been hit hard by the economy. I also have a tendency to be transparent. I love people and serving them is a priority. However, working in self-storage I have learned that my client base is a lot different than that of tourists or philanthropists who are generally well-seasoned in their business/pleasure endeavors. It actually wasn't until about a month ago when I realized my transparency was causing me to be "scammed" on more than one occasion by these "frequent movers". Don't get me wrong, there are always exceptions, I don't want to lump everyone into the same category.
Bottom line is, I really like meeting new people and selling them a good product. And I like the challenge of working with customers to give them the best deal that won't cost us an arm and a leg in the long run. Now, granted you cannot control what people do or even predict their motives but what they say should motivate appropriate changes to your responses. And you need to be ten miles ahead if at all possible. You cannot be in panic mode that you are going to lose the sale. If you go that direction, you will fall into a "loose lips, sinks ships" mode. Although that ship may seem to stay afloat for a little while, it's going to sink.
The last three months we have had an amazing special going on. A $25 refundable security deposit will get your first month free on a 10X10. Sounds easy enough to sell, right? And yes, it pretty much is. We sold out in 6 weeks. So, when they come in and say they want this, move them in and keep the chat to a minimum. Be cordial and attentive to what they are saying and be sensitive to their needs and situation but don't go overboard. Go over the lease with them, thank them and let them know you are here for them if they have questions. Most of your customers will be fine with that. And if it goes that easily, you have done well. But, when do you know you have a seasoned self-storage veteran in your midst? Sometimes they will let you know or you just know because they have few questions and are very prepared. If they are seasoned but don't want you to know, these are the questions they will ask:
1) Do I have a grace period to pay rent?
2) How long before a late payment is assessed?
3) How long before my lock is cut?
4) How long before my items are auctioned?
5) If I am late, will I be locked out and on what day, if that's the case?
6) When do you overlock the units?
Your lease may or may not have these stipulations covered and you should ALWAYS check your state laws prior to making any changes. Before you consider changes to your rules or lease agreement, perhaps you should check how you need to respond to the above questions:
1) Do I have a grace period to pay rent? (if you have a grace period...):
"The rent is always due on the 1st."
They persist: "But, is there a grace period?"
"The rent is always due on the 1st, this saves you from getting late fees assessed to your account" but thanks for asking.
2) How long before a late payment is assessed?
"The late payment will be assessed on the _______ day of the month. However, keep in mind your rent is due on the 1st and the security gate won't allow customers who are late to have access"
3) How long before my lock is cut?
"I appreciate your concern but if you pay on time each month, it won't get to that point. Remember that your payment is due on the 1st."
4) How long before my items are auctioned?
See number 3
5) 5) If I am late, will I be locked out and on what day, if that's the case?
"Yes, you will be locked out. Just remember to pay by the 1st of the month and it won't be a concern for you"
6) When do you overlock the units?
See number 3
I don't want to ever encourage anyone to assume everyone has an ulterior motive. More than likely, they do not. However, establishing boundaries from the beginning is always a good idea in any business relationship. As the owner of our facility always says, we wouldn't want to encourage bad behavior from our children, so why would we encourage bad behavior from anyone else? If someone has a pattern of always being late and learning how to buck the system, then they should know the established boundaries where your system is concerned. If this is put into place from the beginning then you will have no issues and you will begin to have more dependable customers as well.
Most of all, you want to make the environment a good place for those who are always on time and always play by the rules. If this means having the occasional potential customer change their mind, then that's OK, too. You will make up for it with a shorter collections list in the long run. You will also have fewer "surprises" when doing your facility unit walk-thru.
And finally, if your state laws allow, consider removing your grace period (please check your state laws, not all states allow this) so they are unable to enter your secured facility until they pay. Also, consider a $25 security deposit refundable only if they give a 7 day or longer notice. We have been charging a $25 refundable security deposit for quite a while and no one seems to mind at all. Get rid of the Admin fee. There will be enough people who wait until the last minute and forfeit their deposit to make up for the admin fee loss. Offer an incentive for using auto-pay. Using auto-pay is one of the most effective ways to always make certain your rent is collected. Also, most people won't want it taken out if they move so that prompts them to let you know in advance.
I've shared all of this with you because I have learned the hard way. I have been duped not once, not twice, but several times in the past few months and I want you to know you don't have to fall 100 times before you learn to walk. I've tried to figure this out and have researched what other facilities do to stop this and am glad to say I'm not the only one. I don't want to stay on that list of facilities who are still trying to figure it out and I don't think you want to be on that list, either. Let's break this cycle and make some positive changes for the self-storage industry. Climb on board with me and let's ride this train together.
Michelle Armstrong
Manager
Star Storage
Grandview, Missouri
816-765-7300
I've been in self storage management for a little less than a year. I have been in marketing and sales for several years and I can usually spot a fast talker a mile away. However, my heart really softened with all of the stories of people who have been hit hard by the economy. I also have a tendency to be transparent. I love people and serving them is a priority. However, working in self-storage I have learned that my client base is a lot different than that of tourists or philanthropists who are generally well-seasoned in their business/pleasure endeavors. It actually wasn't until about a month ago when I realized my transparency was causing me to be "scammed" on more than one occasion by these "frequent movers". Don't get me wrong, there are always exceptions, I don't want to lump everyone into the same category.
Bottom line is, I really like meeting new people and selling them a good product. And I like the challenge of working with customers to give them the best deal that won't cost us an arm and a leg in the long run. Now, granted you cannot control what people do or even predict their motives but what they say should motivate appropriate changes to your responses. And you need to be ten miles ahead if at all possible. You cannot be in panic mode that you are going to lose the sale. If you go that direction, you will fall into a "loose lips, sinks ships" mode. Although that ship may seem to stay afloat for a little while, it's going to sink.
The last three months we have had an amazing special going on. A $25 refundable security deposit will get your first month free on a 10X10. Sounds easy enough to sell, right? And yes, it pretty much is. We sold out in 6 weeks. So, when they come in and say they want this, move them in and keep the chat to a minimum. Be cordial and attentive to what they are saying and be sensitive to their needs and situation but don't go overboard. Go over the lease with them, thank them and let them know you are here for them if they have questions. Most of your customers will be fine with that. And if it goes that easily, you have done well. But, when do you know you have a seasoned self-storage veteran in your midst? Sometimes they will let you know or you just know because they have few questions and are very prepared. If they are seasoned but don't want you to know, these are the questions they will ask:
1) Do I have a grace period to pay rent?
2) How long before a late payment is assessed?
3) How long before my lock is cut?
4) How long before my items are auctioned?
5) If I am late, will I be locked out and on what day, if that's the case?
6) When do you overlock the units?
Your lease may or may not have these stipulations covered and you should ALWAYS check your state laws prior to making any changes. Before you consider changes to your rules or lease agreement, perhaps you should check how you need to respond to the above questions:
1) Do I have a grace period to pay rent? (if you have a grace period...):
"The rent is always due on the 1st."
They persist: "But, is there a grace period?"
"The rent is always due on the 1st, this saves you from getting late fees assessed to your account" but thanks for asking.
2) How long before a late payment is assessed?
"The late payment will be assessed on the _______ day of the month. However, keep in mind your rent is due on the 1st and the security gate won't allow customers who are late to have access"
3) How long before my lock is cut?
"I appreciate your concern but if you pay on time each month, it won't get to that point. Remember that your payment is due on the 1st."
4) How long before my items are auctioned?
See number 3
5) 5) If I am late, will I be locked out and on what day, if that's the case?
"Yes, you will be locked out. Just remember to pay by the 1st of the month and it won't be a concern for you"
6) When do you overlock the units?
See number 3
I don't want to ever encourage anyone to assume everyone has an ulterior motive. More than likely, they do not. However, establishing boundaries from the beginning is always a good idea in any business relationship. As the owner of our facility always says, we wouldn't want to encourage bad behavior from our children, so why would we encourage bad behavior from anyone else? If someone has a pattern of always being late and learning how to buck the system, then they should know the established boundaries where your system is concerned. If this is put into place from the beginning then you will have no issues and you will begin to have more dependable customers as well.
Most of all, you want to make the environment a good place for those who are always on time and always play by the rules. If this means having the occasional potential customer change their mind, then that's OK, too. You will make up for it with a shorter collections list in the long run. You will also have fewer "surprises" when doing your facility unit walk-thru.
And finally, if your state laws allow, consider removing your grace period (please check your state laws, not all states allow this) so they are unable to enter your secured facility until they pay. Also, consider a $25 security deposit refundable only if they give a 7 day or longer notice. We have been charging a $25 refundable security deposit for quite a while and no one seems to mind at all. Get rid of the Admin fee. There will be enough people who wait until the last minute and forfeit their deposit to make up for the admin fee loss. Offer an incentive for using auto-pay. Using auto-pay is one of the most effective ways to always make certain your rent is collected. Also, most people won't want it taken out if they move so that prompts them to let you know in advance.
I've shared all of this with you because I have learned the hard way. I have been duped not once, not twice, but several times in the past few months and I want you to know you don't have to fall 100 times before you learn to walk. I've tried to figure this out and have researched what other facilities do to stop this and am glad to say I'm not the only one. I don't want to stay on that list of facilities who are still trying to figure it out and I don't think you want to be on that list, either. Let's break this cycle and make some positive changes for the self-storage industry. Climb on board with me and let's ride this train together.
Michelle Armstrong
Manager
Star Storage
Grandview, Missouri
816-765-7300
Friday, December 9, 2011
Are You Prepared For The Worst? When Technology Fails
When I walked into work on November 28, I had a little skip in my step and a little whistle on my lips. It had been a great November and we had three days to close out the month with a higher net than we had closed in our history. About midway through the morning I noticed the computer was acting strange and then I got the blue screen of death. Ok, so that's happened before. Probably a simple driver issue. So, I rebooted the system. Upon rebooting, I could not get to the manage portion of my computer. Using all of my computer nerd knowledge, I could not find the issue. And then I noticed our security gate software wasn't working, our management software went next and then the Internet crashed. It was like watching a technology apocalypse happen in front of my face. No virus, no funky little worm, nothing to be found whatsoever. Our computer guy wasn't able to get here until later that afternoon. There were beads of sweat forming on my upper lip, my heart was racing and my stomach felt like it did when I saw my best friend with my ex.
So, what happens when technology fails? I was totally prepared to lock the doors and hide under the desk when someone knocked. Yes, I admit I was being a coward. As much as I love my customers, there are a few I wouldn't like to see angry. However, I knew this wasn't the right decision to make. I took a swig of my iced chai and slamming it down on the desk said, "Let's do it!" I called the owner and we agreed to do everything the old fashioned way. With a deep breath, I decided to face this like a real woman and take something to calm my nerves: I reached into my lunch bag and pulled out the chocolate. Chai in one hand and chocolate in the other, it was time to make this work.
As the day went on, it was business as usual. I took payments and used paper receipts (always good to have carbon copy receipts on hand). I rented units and no one really seemed to mind that our system was down. For those paying their late fees, I gave them a temporary code to get in and out of the gate until I could update their payments in the system. The computer issues actually took close to three days to resolve (we have a great computer guy, he actually saved us from buying a new system). I was still getting caught up over the weekend because the 1st of the month fell on the first full day of having a totally restored computer. The biggest saving grace was the ability to close out the day on the last day of the month with only a few nets short of a goal we have long been anticipating (I am happy to report that goal was reached yesterday).
Because we are a locally owned facility with two locations and one office to run them both, it is imperative to make certain we are backed up in the event of a technology breakdown. We pay for a monthly service called Carbonite (http://www.carbonite.com/en) and it is more than worth the cost. There is a 30-day trial available. We also keep carbon receipt books as well. Make certain you have a paper shredder in the event someone gives you their credit card information. You can shred it upon computer recovery. Have a smile on your face and a good attitude whenever a customer walks in. They will know it if you are nervous. Be honest and say "I apologize but our system is down and we are working on getting it back up, would you mind if I write you a receipt and I will let you know as soon as the system is up and it is posted?" Or laugh it off (my way of doing things) and say, "Ahhh, technology, don't you just love it? Our system is down but we are working on getting it back up again. In the meantime, we have everything we need to take care of your needs and as soon as the system is back up, we will update everything for you".
I honestly thought I would have some irate customers last week but everything went so smoothly that I know we could operate for a few days the old-fashioned way again if it were necessary. Now, you will have some customers who are frantic that their payment won't be posted on time and they will get a late fee. If our system is down and they have paid, we are responsible for noting the date and removing that late fee if it goes that far. It will take some legwork and you will have to make some follow-up calls. I made it through the techopalypse, so can you. I have a quote by Chris Prentiss posted on my desk that says, "Everything that happens to me is the best possible thing that can happen to me". It is right in front of me so I have a constant reminder (even when I don't want to be reminded) that there is a purpose and learning experience from all things that happen to us in life.
So, now I can say that my experience last week turned out to be very positive and my confidence was boosted to a much higher level. I believe that if this happens to you, and it very well could if it hasn't already, you will be able to handle it well and make it a very profitable experience. You will learn that in turn for the compassion you have had for your customers in the past, they will now return that compassion to you. And if they don't just remember this: "How people treat you is their karma; how you react is yours." ~ Wayne Dyer. One more last thought before we part ways today is this: Just when you think the worst possible thing is happening to you, there is always something worse that can trump that. So put on a smile and think happy thoughts, technology woes are never here to stay.
Michelle Armstrong
Manager
Star Storage
816-765-7300
Monday, October 31, 2011
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.
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.
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