I'm feeling slightly overwhelmed lately. I'm not going to lie (not a good practice for anyone to fall into) however, moving isn't easy. So, I thought I would write about it since moving and self storage often go hand in hand. Many years ago, my Mother taught me this wonderful trick, pack what you own in plastic totes. They don't fall apart, don't collect mildew, don't have to be taped and re-taped each time you want to search for something and they are easy to carry. You can normally use a dry/erase marker on them and if not, write with permanent marker on masking tape because the masking tape removes easy. So, totes have been my friends for a long time. I would highly recommend stocking up when you see them go on sale.
Once you have those in place, you can begin to sort through items to keep and items to toss/sell/give away. Because I had already packed our items in totes during the last move, I took two empty totes and we brought out one tote at a time and went through each item, three totes: keep, toss, throw. Doing it that way made it go so much more quickly. Once we were finished, we took clothes we no longer needed to the donation center, thew away what we couldn't give away and then gave away the items we didn't need. This drastically reduced the amount of items we knew we would ship later.
Once you have "purged" your household, the easiest thing to do is rent a storage unit. Yep, that's the business we are in but let me tell you, it truly is the best way to prepare for a move. You can then begin to pack the items you are keeping in the totes and place them in a storage unit so you can focus on staging your home or pre-cleaning your apartment prior to move-out. Prior to moving there is often much cleaning involved. "What?!" You may exclaim, "I'm a very clean person!". Well, you would be very amazed once you begin to move items around how much dust hides from your eyesight. And, what about filling nail holes from the pictures which adorned your walls? Then there is the touch up paint job that follows. Oh, and have you dusted your baseboards in a while? It all takes time.
Saving all of these items until moving weekend can be very exhausting. Plus, if you are working and have little time during the week, you will suddenly feel panicked, overwhelmed and stressed while trying to juggle it all. And this is where I have been finding myself as of late. This is with everything you see above in place and with the exception of part of the pre-cleaning and touch-up painting. I'm ahead of the game but still wanted the pre-cleaning and painting finished by now. I know, I know, I really should be patting myself and my son on the backs. High fives are in order. But, as the old adage says, "It's not over til the fat lady sings". So, in my eyes, I still have a lot to accomplish in a short amount of time.
If you find yourself preparing for a move, I would highly suggest making a priority list. Here are the most important things to list:
1) Purchase several totes
2) Place totes in each room
3) Start with the front room and make your way to the back, there is a method to this madness. People have a tendency to pack more junk in the back of the house out of a person's sight. You put the things that mean a lot to you out for everyone to see. So, once you have packed the kitchen, living room and front bathroom, you are ready to get rid of everything. This will make packing and purging things in the back part of the house much easier.
4)Rent a storage unit and start taking your totes to the unit
5) Assess what cleaning needs to take place in your home
6) Assess the painting that also needs to take place
7) Make your shopping list
8) Go through one room at a time until finished
9) At this point, you may even decide to go through items again, if so, the great news is that you can open your storage unit, go to the tote you want to go through and take care of it at the storage facility. Most have dumpsters you can use. Take a few extra totes with you when you go in the event you purge more items.
10) Relax, you have accomplished a lot. Take yourself out for a nice meal, gourmet cup of coffee or a movie.
All in all, moving is stressful and no matter how much planning you do, it will be impossible to knock out that feeling of being a little overwhelmed. However, if you put a list in place and have the materials handy that you need to get the job accomplished, you will have a feeling of structure and order and will be able to accomplish this huge endeavor and you will succeed and be able to enjoy the move a lot more than you would have had you not planned at all.
Have a great week!
Michelle Armstrong
Manager
Star Storage
816-765-7300
Showing posts with label self-storage. Show all posts
Showing posts with label self-storage. Show all posts
Tuesday, April 10, 2012
Monday, April 2, 2012
I'm So Glad We Had This Time Together
We all know that seasons change. Not only within nature, but within humans as well. I remember the moment I realized I was already homesick for Washington state, it was the moment I saw the top of Mt. Rainier as I drove East on I-90. However, personal and family matters called us to the Midwest and as the tears rolled down my face, I continued to drive. When we arrived in KC after spending some time with family in Indiana, I had no idea what was going to happen. I was working a temporary night job but searching for something to fit my marketing background. It just so happened, my new landlord also owned a storage facility. I asked him if he was hiring and he was. I was up to the challenge and was available to work the hours he needed to fill on a part time basis. Two months later, I became the full-time manager for this little diamond in the rough. I had a huge challenge facing me, to put Star back on the map, raise our occupancy rate and lower our default rate (including eliminating as many auctions as possible).
Some of my fondest memories include going to my Grandmother's house each week to watch The Carol Burnett Show. It was my favorite show and at the end of each show, she would sing a song to her audience. During that song, even at a young age, I would well-up with emotion and have to wipe the tears. Saying goodbye is the hardest thing to do sometimes. So, I won't say goodbye. Instead, I will just leave you with this:
Have a great day!
Michelle Armstrong
Manager
Star Storage
816-765-8300
Having a background in non-profit development, sales, marketing and database management, I was able to utilize everything I knew and put it to test while learning the self-storage business. I had extensive experience with property management laws in other states so understanding most of the self-storage legalese was not an issue, either. I succeeded in doing everything he asked from me (and more). However, what came out of working here went far beyond the scope of anything I thought would be possible: the gift of my customers. I've worked with Governor's, Senator's, major league athletes, major motion picture executives, tourism professionals, CEO's and financial gurus. But never have I had the blessing of being able to meet people who aren't forced to put on a presence for all to see. Blue-collar workers, the unemployed, homeless, military men and women, you name it, these are the people you pass by every single day and the people who visit me. The one's who serve you at McDonald's. The one's who serve you at Ruth Chris. The one's who scan your Fruit Of The Looms at WalMart. The ones who process your payments and pick the perfect units for you at self-storage facilities. People who are clad in t-shirts, jeans, capris, tennis shoes, tired, circles under their eyes sometimes, no holds barred, real people.
Not saying that the other people in my life prior to this weren't real. That was my lifestyle for a long time. Heels, suits, meetings, blackberry's, shaking hands, perfect grammar, we know the routine. It's what is expected. And contrary to popular belief, these are also pretty incredible people. Spending time with many of them people after work hours proved they were no different than anyone else I see here every day. Each possessing his or her own set of heartaches, triumphs, struggles and victories. The difference is that here, no one has to pretend. I like that. I want my customers to know when they walk in that although there are set boundaries for payments and business items, they can still tell me about their day, their new grandchild, their lost job or anything that's on their mind. It may be only a one or two minute conversation but it's still important to me, nevertheless.
With all of that being said, I have built over a year's worth of amazing relationships with some very amazing people here at Star. From the wonderful owners to my incredible co-workers (on the property management side) to working side by side with my amazing son, learning the business has been wonderful and has broadened my knowledge of property management. I have met other people in the self-storage business, great people, and I have gleaned invaluable information from them. I have met some of the most wonderful people who walk through my door each day. From customers who have been here since day one of the business' inception twelve years ago, to those who have just moved in, I have met some truly amazing people.
We weren't certain how long we would be here, one year, two years or more. We were homesick when we arrived but we allowed ourselves to grow while here. This was a new experience, one in which to gain perseverance and a wealth of knowledge. So, when my Grandmother passed away in January, I knew it was time to think about returning home. I spoke with the owner about a month later and we began the process of preparing for the moment. It wasn't long after that we (my son and myself) were chosen for a team management position back in the Evergreen State with yet another great company. With a couple of weeks to spare, we really wanted to take the opportunity to let you all know how blessed we are to have met so many wonderful customers here and how excited we are to meet many more wonderful customers in Washington in the coming years.
Some of my fondest memories include going to my Grandmother's house each week to watch The Carol Burnett Show. It was my favorite show and at the end of each show, she would sing a song to her audience. During that song, even at a young age, I would well-up with emotion and have to wipe the tears. Saying goodbye is the hardest thing to do sometimes. So, I won't say goodbye. Instead, I will just leave you with this:
Have a great day!
Michelle Armstrong
Manager
Star Storage
816-765-8300
Monday, March 26, 2012
What?!? You Didn't Tell Me That! (Why Communication Is Vital)
If communication is your forte, then no one should ever be surprised by anything you have to say. I'm a firm believer in communicating well with people so there are few, if any, questions to be asked. You never want to leave the door open for a customer, your employer, or anyone else to be shocked about anything.
So, I do my best to avoid getting that look from anyone who even crosses my path. Now, I've given that look to others but I can't really control how other communicate with me. However, I can control how my messages are delivered.
We've had to overcome communication issues with our customers here which isn't always easy. We have both a lease and an addendum that we require everyone to sign. I tweaked our former addendum so it could also act as a summary, outlining our formal lease. Most of the people who walk through my door are on a mission, they need a place to store their items and are ready to come in and leave within 5 minutes time. I have our leasing time down to 15 minutes per person, which is pretty good in my opinion. When my customers arrive, I show them the sizes we offer, I discuss what they are storing to make certain they have chosen the correct sized unit, I collect their information, input it into the system and then the last 5 minutes are spent going over the lease addendum and answering their questions. This is generally their least favorite part. Yet, it is the most crucial portion of our meeting. Maybe it seems trivial or silly and perhaps you are afraid to scare off or offend your customers, nevertheless, it is vital that you cover your bases for the sake of your customer and your business.
If I do not communicate everything on this addendum to our customer, then they will be shocked when they are given late fees, are locked out at the gate, don't receive their deposit back, find out we've rescued their cat out of their units (yes, this has happened) or receive an auction notice. In the event I do not do my part, I not only get the proverbial "deer-in-the-headlight look", I also receive angry phone calls, get disappointed emails, drop-in visits from irate tenants, let's just say it's not good for anyone involved. I want everyone involved to have a complete understanding of what they are signing. Recently I posted this story at our front desk for everyone to read while I input their information into the system (feel free to use this at your place of business):
DID YOU READ YOUR LEASE?
Why is it important to always read anything before you sign?
David Lee Roth And The Real M&M Story
This is a short
excerpt from The Checklist
Manifesto by Atul Gawande. Here
explained is the reasoning behind David Lee Roth’s famous obsession with brown
M&M’s:
“Listening to the
radio, I heard the story behind rocker David Lee Roth’s notorious insistence
that Van Halen’s contracts with concert promoters contain a clause specifying
that a bowl of M&M’s has to be provided backstage, but with every single
brown candy removed, upon pain of forfeiture of the show, with full
compensation to the band. And at least once, Van Halen followed through,
peremptorily cancelling a show in Colorado when Roth found some brown M&M’s
in his dressing room. This turned out to be, however, not another example of
the insane demands of power-mad celebrities but an ingenious ruse.
As Roth explained in
his memoir, Crazy from the Heat, “Van Halen was the first band to take huge
productions into tertiary, third level markets. We’d pull up with nine
18-wheeler trucks, full of gear, where the standard was three trucks, max. And
there were many, many technical errors — whether it was the girders couldn’t
support the weight, or the flooring would sink in, or the doors weren’t big
enough to move the gear through. The contract rider read like a version of the
Chinese Yellow Pages because there was so much equipment, and so many human
beings to make it function. So just as a
little test, buried somewhere in the middle of the rider, would be article 126,
the no-brown-M&M’s clause. When I would walk backstage, if I saw a brown
M&M in that bowl,” he wrote, “well, we’d line-check the entire production.
Guaranteed you’re going to arrive at a technical error… Guaranteed you’d run
into a problem. These weren’t trifles,
the radio story pointed out. The mistakes could be life-threatening. In
Colorado, the band found the local promoters had failed to read the weight
requirements and the staging would have fallen through the arena.”
Bottom line is, how well you communicate with others can and WILL affect the outcome of your business. You may feel you have beaten the world record for number of words spoken in a day by the time you leave work but you have actually made your job easier in the long run. Your customers will have peace of mind and if they do call and act shocked, you can mention that you "went over that" the day they signed their lease. Feel free to go over it again. If they are insistent that they are clueless about the item, ask them to pull out the paperwork they signed and then if they have questions after reading it to feel free to call you back. I can count on one hand how many phone calls I have had like this since we modified our lease addendum. I know this works. If you aren't using effective communication with your customers, it is time to give it a go. Until next time, have a great week!
Michelle Armstrong
Manager
Star Storage
816-765-7300
Monday, March 19, 2012
When A Sale Is Not A Sale And Never Will Be A Sale
I think everyone who has read my blog knows by now how much I love my customers. However, those who know me also know I have developed very good boundaries in my life as well. I think it is very important to establish those boundaries with everyone who enters our lives. It is way too easy to get walked on today just because we budge a little too easily. I remember several years ago when my now adult son was 4 years old. I am very big on not spoiling children. He had been spending a little too much time with his Grandmother (who loved to spoil) and it was very obvious when we went to the store that evening. He wanted to look at the toys. I said, "OK, but I'm not buying anything". We walked back and he saw this "amazing" toy and he just HAD to have it. I responded with a very calm, "No". Much to my chagrin, he started throwing a fit.
Now, I do not believe in spanking but I do believe in setting boundaries for children through discipline. So, what did I do next? I looked into his eyes and said, "You will sit on the floor and not cry for five minutes. If anyone asks why you are here, tell them it is because you threw a fit". His cute little bottom lip quivered and he nodded his head in agreement. As he sat on the floor I watched from the end of the aisle (it was a short aisle). After that, he never threw a fit again. He always knew my "No" was a "No". The boundaries were established and that made raising him even easier. And now, he is learning about making and keeping them as well.
So, what happens when you have a potential new customer walking through the door and they disrespect those boundaries (which should already be in place, if not, see: Boundaries)? I remember about 4 months into my job two men walked through the front door. I greeted them with my usual friendliness and began telling them about our facility and our specials. Sadly, I knew from the moment they walked in the door that "something wasn't quite right". They acted anxious and couldn't stand still. They were on the defensive and responding with sarcasm to everything I said. I assumed they might be on drugs although wasn't positive about that. They both tried to pick a fight with me over our rates and move in costs. I refused to fight back. That made them angrier. For some reason they just seemed to want to start something with someone for some reason but I wasn't taking the bait. When one of them leaned over the counter and stretched his arm towards my face and pointed his finger towards me and demanded a better deal, I looked at him and said, "Sir, I do not have to rent to you, please leave my business now". The arm fell, their mouths dropped open, they backed up and walked out the door.
As I watched them walk across the parking lot I realized they hadn't driven here. I had this "gut" feeling that I wasn't the first business to be picked on by these two. They were on foot and on a mission. Our location isn't in an area where our customers arrive by foot. I was glad I handled it like I did. On occasion, I have had other situations arise where the boundaries have been crossed and I have had to risk losing a potential customer. Most of the time, making the boundaries very clear has actually made the situation better and all has worked out. On a rare occasion, I've watched a potential customer walk out the door and go elsewhere. And there have also been times when they have gone to other facilities only to take a bite of humble pie and come back to rent from us (if I would have them back after a sincere apology).
So, what circumstances would determine whether or not to refuse a customer?
In her article "The Right To Refuse Service Or Discrimination", Stephanie Tallman Smith states:
"As a general rule, your right to refuse service can be based on one of the following five reasons:
-Partons who are unruly
-Patrons who would place your business overcapacity in violation of local fire laws
-Patrons who wish to be served after hours or just before closing, necessitating the expenditure of overtime for your employees
-Patrons who bring non-paying customers with them that require more space than one person would be reasonably be allocated. IN other words, if a paying customer brings three non-paying customers, he or she can be refused service because it requires the use of more than the one booth allocated to the paying customer.
-Patrons who exhibit such poor hygiene that results in numerous customers leaving."
Now, I do not believe in spanking but I do believe in setting boundaries for children through discipline. So, what did I do next? I looked into his eyes and said, "You will sit on the floor and not cry for five minutes. If anyone asks why you are here, tell them it is because you threw a fit". His cute little bottom lip quivered and he nodded his head in agreement. As he sat on the floor I watched from the end of the aisle (it was a short aisle). After that, he never threw a fit again. He always knew my "No" was a "No". The boundaries were established and that made raising him even easier. And now, he is learning about making and keeping them as well.
So, what happens when you have a potential new customer walking through the door and they disrespect those boundaries (which should already be in place, if not, see: Boundaries)? I remember about 4 months into my job two men walked through the front door. I greeted them with my usual friendliness and began telling them about our facility and our specials. Sadly, I knew from the moment they walked in the door that "something wasn't quite right". They acted anxious and couldn't stand still. They were on the defensive and responding with sarcasm to everything I said. I assumed they might be on drugs although wasn't positive about that. They both tried to pick a fight with me over our rates and move in costs. I refused to fight back. That made them angrier. For some reason they just seemed to want to start something with someone for some reason but I wasn't taking the bait. When one of them leaned over the counter and stretched his arm towards my face and pointed his finger towards me and demanded a better deal, I looked at him and said, "Sir, I do not have to rent to you, please leave my business now". The arm fell, their mouths dropped open, they backed up and walked out the door.
As I watched them walk across the parking lot I realized they hadn't driven here. I had this "gut" feeling that I wasn't the first business to be picked on by these two. They were on foot and on a mission. Our location isn't in an area where our customers arrive by foot. I was glad I handled it like I did. On occasion, I have had other situations arise where the boundaries have been crossed and I have had to risk losing a potential customer. Most of the time, making the boundaries very clear has actually made the situation better and all has worked out. On a rare occasion, I've watched a potential customer walk out the door and go elsewhere. And there have also been times when they have gone to other facilities only to take a bite of humble pie and come back to rent from us (if I would have them back after a sincere apology).
So, what circumstances would determine whether or not to refuse a customer?
In her article "The Right To Refuse Service Or Discrimination", Stephanie Tallman Smith states:
"As a general rule, your right to refuse service can be based on one of the following five reasons:
-Partons who are unruly
-Patrons who would place your business overcapacity in violation of local fire laws
-Patrons who wish to be served after hours or just before closing, necessitating the expenditure of overtime for your employees
-Patrons who bring non-paying customers with them that require more space than one person would be reasonably be allocated. IN other words, if a paying customer brings three non-paying customers, he or she can be refused service because it requires the use of more than the one booth allocated to the paying customer.
-Patrons who exhibit such poor hygiene that results in numerous customers leaving."
See the entire article at:
Of course we always must be mindful to not refuse someone based upon our own beliefs. This is where we can cross a fine line that is not only illegal but can also be very hurtful to the other person.
We need to always remember that refusing someone based upon: age, race, sex (or sexual orientation), gender or religion, is a federal crime. That's an easy one for me. The more difficult ones are the ones listed earlier, the "gray areas" or rather, the ones that make you scratch your head and go, "Hmmmm". Those are the ones we need to be wary of so we don't become targets ourselves. If you read this and are still uncertain, sometimes it's a good idea to consult an attorney just to make certain we are within our legal limits to make that decision. However, I think most circumstances are very obvious and I am a firm believer in following intuition. It's usually right on the money. In the meantime, here's to hoping you never have to use the information in this blog; may many happy customers come to greet you throughout your life.
Michelle Armstrong
Manager
Star Storage
816-765-7300
Monday, March 12, 2012
Try A Little Kindness
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
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
Saturday, January 7, 2012
The Holidays Messed Me Up (and other excuses for late payments)
Still somewhat of a rookie to self-storage management, I can say this has truly been a year to remember. It was a great year for us for numbers. Our sales and occupancy went up, defaults decreased and then December came along and everything seemed to come to a screeching halt. Amazingly enough, it's as if 25% of my customers disappeared off the face of the planet. People who were never late suddenly had emergencies left and right or I just couldn't reach them. I had no idea one holiday could cause so much disaster on the planet in such a short amount of time. I was sending out letters, making weekly calls, begging, doing whatever it took to get those payments in, but to little avail.
So, I decided that perhaps I have been way too nice this past year and they were just waiting until Christmas to stick it to me. Then again, maybe there was a natural disaster and somehow I missed that news update on my Twitter feed. In any case, these people went AWOL and without the secret service in my employ, it was a waiting game. I figured most of these people wouldn't want their units auctioned so they would eventually show up. And they did, when they realized they were locked out after Christmas and I wasn't going to let them in without a payment.
This is when it became, at times, stressful and other times, humorous. Let the excuses begin... "Please don't auction my belonging's, I've been in jail for the past month." "Oh really", I replied, "then why didn't you pay in November?" "Oh, because I was in jail then, too, for a couple of weeks". "You couldn't have called in between?" "My Dad didn't give me the messages or my mail".
Sigh....
And then there were the holidays. Do you remember the good old days when we could blame the dog for everything? Well, now we are resorting to blaming holidays. "Oh, there's a late fee? Oh man, I'm so sorry, the holidays messed me up". Me, "Yes, apparently they messed a lot of people up, I can take your payment over the phone". "Oh, well, I don't have enough cash" "OK, then I will see you tomorrow when you do". I often think about American's and the fact that we have accrued so much debt. I look at the preceding conversation and no longer have to ponder the reasons why. Sure there are always exceptions to the rule. We had one customer have her credit card stolen right before she went into the hospital for surgery. She came in after her recovery period and paid December and this month's. She contacted me, was concerned and didn't "r-u-n-n-o-f-t" ("Oh Brother, Where Art Thou?") without an explanation.
What really gets me is when the customer walks in with a new do, nails done, dressed to the nines and talks about her new car in the parking lot while begging for more time to pay her storage because she is low on cash right now. Or, begging first for more time while talking about their sick relative, divorce, job loss, etc and then once getting into the conversation forgetting why they are here and mentioning their recent elaborate vacation. Oops.... Nope, this sister is finally with the program and on her toes.
What really gets me is when the customer walks in with a new do, nails done, dressed to the nines and talks about her new car in the parking lot while begging for more time to pay her storage because she is low on cash right now. Or, begging first for more time while talking about their sick relative, divorce, job loss, etc and then once getting into the conversation forgetting why they are here and mentioning their recent elaborate vacation. Oops.... Nope, this sister is finally with the program and on her toes.
I think about when I was young and the excuses I tried to use with my Mother when I didn't complete a task I was asked to accomplish. "Michelle, did you clean your room?" "Uhh, well, uhh, I would have but the holidays messed me up...." Not a good excuse to use with my Mother and definitely not a good excuse to use with me. Nevertheless, this has been the typical excuse the past month. Let's blame it on the holidays. So, I have my little list of suggestions for my customers who seem completely thrown off by their overspending during the holidays:
1) Craigslist something to pay for your storage
2) Take a second job
3) Take a Dave Ramsey course
4) Panhandling (seriously, don't do this...)
5) Go to Mom and Dad, unless they taught you your financial management skills...
Yes, I may seem a little Scroogie right now but those who know me know I am quite possibly one of the nicest people you could ever meet. I just happen to be a little dumbfounded by the extreme measures people have taken during this season to achieve happiness and fulfillment through buying too much stuff. If you have it to spend, then by all means, please, pour back into our economy. But please, please do not spend what you don't have and tell people you are sorry you can't pay them because of the holidays. If you truly had an emergency and you are putting forth every effort to work with your creditor, then by all means, you have a good excuse. But, that big screen television that went on sale for $999 on Black Friday is not a good excuse....and no, I don't want to watch the Super Bowl at your house this year, thank you.
So, while the holidays have been stressful for many, and several have had medical issues, relatives who have sadly passed away, job losses, etc, (which are entirely legitimate issues), there are still many who have added an extra stress to your lives and that is called, overspending. The hair and nails can wait (gasp!) a little while, the big screen television is not a necessity (no matter how large it is, those football players will never really be in your living room), the vacation to the Bahama's can definitely wait and your child does not need every gaming system available on the market (do they even know what you look like anymore?). Debt is so overrated, let's put an end to it before it puts an end to us.
Michelle Armstrong
Manager
Star Storage
816-765-7300
1) Craigslist something to pay for your storage
2) Take a second job
3) Take a Dave Ramsey course
4) Panhandling (seriously, don't do this...)
5) Go to Mom and Dad, unless they taught you your financial management skills...
Yes, I may seem a little Scroogie right now but those who know me know I am quite possibly one of the nicest people you could ever meet. I just happen to be a little dumbfounded by the extreme measures people have taken during this season to achieve happiness and fulfillment through buying too much stuff. If you have it to spend, then by all means, please, pour back into our economy. But please, please do not spend what you don't have and tell people you are sorry you can't pay them because of the holidays. If you truly had an emergency and you are putting forth every effort to work with your creditor, then by all means, you have a good excuse. But, that big screen television that went on sale for $999 on Black Friday is not a good excuse....and no, I don't want to watch the Super Bowl at your house this year, thank you.
So, while the holidays have been stressful for many, and several have had medical issues, relatives who have sadly passed away, job losses, etc, (which are entirely legitimate issues), there are still many who have added an extra stress to your lives and that is called, overspending. The hair and nails can wait (gasp!) a little while, the big screen television is not a necessity (no matter how large it is, those football players will never really be in your living room), the vacation to the Bahama's can definitely wait and your child does not need every gaming system available on the market (do they even know what you look like anymore?). Debt is so overrated, let's put an end to it before it puts an end to us.
Michelle Armstrong
Manager
Star Storage
816-765-7300
Friday, December 30, 2011
Goodbye 2011, Hello 2012
As I sit here slowly drinking my chai tea, I ponder the past year and my successes and failures as a manager. Many times I have heard business owners and managers make difficult decisions followed by the response: it's not personal, it's just business. And although they are probably telling the truth, in all honesty, that statement is likened to a child breaking a toy while trying to figure out what makes it work and saying, "I'm sorry, I couldn't help it". Maybe the child was attempting to fulfill an insatiable desire but nonetheless, he still broke the toy. As a manager, I have to look back over the past year and ask myself if I have allowed business decisions I have had to make affect anyone in an adverse way. If I decided to not waive a late fee, did I do it in a manner that was demeaning to my client or did I offer explanation as to why it would not benefit either of us? If I was forced to auction a unit, did I do everything possible to ensure that person would not lose their items? Did I represent our company well while also making the customer still feel they are very important to us? I wish I could say "yes" in every instance. Let's take a look at some bad customer service:
Ok, so that was truly bad customer service. Perhaps I have done a lot more right than I realized. In any event, It has been a year of learning for me. I can look at our numbers and pat myself on the back and say, well, we went from 56% occupancy to 80% occupancy in record time, so that makes up for all of my mistakes. But, I can't do that. I remember every single instance I wish I would have handled differently. I see 80% and think, if I would have handled that differently, we might be at 90%. Our customer service at Star is top of the line. We truly love our customers and love serving our customers. However, there are always those instances when a change in words or inflection would have been more suitable. However, a handstand or cartwheel was probably out of the question, spending time in traction doesn't suit me well. In any case, knowing this helps me to always strive to do better with each person.
With that being said, is it always easy being so nice to everyone? Not really. We all have days when we aren't feeling up to par and would rather hide under our desk than deal with another cranky customer. But, the rewards by far always outweigh those moments. With that, I can look back at 2011 as a year of learning and growth and look forward to 2012 as a new beginning. Goodbye, 2011. Hello, 2012.
Michelle Armstrong
Manager
Star Storage
816-765-7300
Ok, so that was truly bad customer service. Perhaps I have done a lot more right than I realized. In any event, It has been a year of learning for me. I can look at our numbers and pat myself on the back and say, well, we went from 56% occupancy to 80% occupancy in record time, so that makes up for all of my mistakes. But, I can't do that. I remember every single instance I wish I would have handled differently. I see 80% and think, if I would have handled that differently, we might be at 90%. Our customer service at Star is top of the line. We truly love our customers and love serving our customers. However, there are always those instances when a change in words or inflection would have been more suitable. However, a handstand or cartwheel was probably out of the question, spending time in traction doesn't suit me well. In any case, knowing this helps me to always strive to do better with each person.
With that being said, is it always easy being so nice to everyone? Not really. We all have days when we aren't feeling up to par and would rather hide under our desk than deal with another cranky customer. But, the rewards by far always outweigh those moments. With that, I can look back at 2011 as a year of learning and growth and look forward to 2012 as a new beginning. Goodbye, 2011. Hello, 2012.
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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