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
Wednesday, January 25, 2012
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
Monday, January 16, 2012
Mild Winter Means More Pocket Cash
Yesterday was such a beautiful day I decided it was too nice to stay inside and waste it. Being "outdoorsy-type" people, my son and I decided to take a Sunday drive. The lake nearby was gorgeous and there were people everywhere. People were out in the nearby communities doing yard work. Motorcycles were purring down the streets. Deer were out grazing in the late afternoon and the birds were heard singing all over. The only thing abnormal about this picture is that it is the middle of January in the Plains. Normally, we would be wearing coats and preparing for our next snowstorm. However, it has been an unusually and quite wonderful winter so far (upper 50s predicted for next weekend as well).
As a result, heating bills are down and clearance sales on boots and coats are abounding. Windows are open to let the fresh air inside. The kids are outside playing meaning more money in Mom and Dad's pocket for other things. I actually began my spring cleaning and purging this weekend. And that always feels good. What feels even better is having a small storage unit that I can work with as well. I never thought a storage unit would come in handy for me but it truly has its perks. We live in a fairly small apartment so rather than becoming track stars practicing for the high jump, it just seemed more practical to have a small unit until we moved into something larger.
With that being said and the knowledge that there is extra pocket change rolling around in those pockets, wouldn't it be nice to take this time to begin your spring cleaning and purging? Why wait until the end of March to begin? Life is short and instead of using your hard-earned vacation time to clean your house, you could be on the adventure of a lifetime. This would be the perfect time to rent a unit and use it for your purged or leftover items. Once you have decided what to do with what is in your storage unit, maybe you can start a lucrative eBay business and put it towards your adventure. Or maybe you have a child in college who is coming home for the summer. Plan to spend that extra time with them instead of rushing to clean and make room the day before.
If you need helpful hints for packing or other items, you can search through our blogs for ideas that will make it less painful and help you organize your packing. Spring is a time for new life, singing, dancing, laughing, spring cleaning....whatever makes you happy. Just as a car wash brings more rain, I am all for organizing and purging to bring in an early spring. "If I had my life to live over, I would start barefoot earlier in the spring and stay that way later in the fall" - Nadine Stair. Enjoy the early spring.
Michelle Armstrong
Manager
Star Storage
816-765-7300
www.starstorage.us
As a result, heating bills are down and clearance sales on boots and coats are abounding. Windows are open to let the fresh air inside. The kids are outside playing meaning more money in Mom and Dad's pocket for other things. I actually began my spring cleaning and purging this weekend. And that always feels good. What feels even better is having a small storage unit that I can work with as well. I never thought a storage unit would come in handy for me but it truly has its perks. We live in a fairly small apartment so rather than becoming track stars practicing for the high jump, it just seemed more practical to have a small unit until we moved into something larger.
With that being said and the knowledge that there is extra pocket change rolling around in those pockets, wouldn't it be nice to take this time to begin your spring cleaning and purging? Why wait until the end of March to begin? Life is short and instead of using your hard-earned vacation time to clean your house, you could be on the adventure of a lifetime. This would be the perfect time to rent a unit and use it for your purged or leftover items. Once you have decided what to do with what is in your storage unit, maybe you can start a lucrative eBay business and put it towards your adventure. Or maybe you have a child in college who is coming home for the summer. Plan to spend that extra time with them instead of rushing to clean and make room the day before.
If you need helpful hints for packing or other items, you can search through our blogs for ideas that will make it less painful and help you organize your packing. Spring is a time for new life, singing, dancing, laughing, spring cleaning....whatever makes you happy. Just as a car wash brings more rain, I am all for organizing and purging to bring in an early spring. "If I had my life to live over, I would start barefoot earlier in the spring and stay that way later in the fall" - Nadine Stair. Enjoy the early spring.
Michelle Armstrong
Manager
Star Storage
816-765-7300
www.starstorage.us
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
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