Inside Self-Storage

APR 2019

Inside Self-Storage (ISS) is an information source for industry owners, managers, developers and investors covering news, trends, facility operation, finance, real estate, construction, development, marketing, technology, insurance and legality.

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Page 17 of 93

As a self-storage manager, you wear many hats. You're expected to oversee everything from tenant relationships and maintenance needs to facility marketing and sales efforts. With such a wide range of responsibilities, it can be difficult to know if you're working to your highest potential and doing everything possible to achieve success for the business as well as yourself. Most managers receive a basic set of guidelines to follow and goals to meet from their supervisor or owner. Of course, you're expected to interact with tenants, generate sales leads and take payments. You have to understand and present to customers all the terms of the lease. And you're expected to know what to do in a crisis, which could be anything from a broken elevator to a hurricane. While all self-storage managers handle issues that arise, good managers handle them efficiently, with a positive attitude. Master these abilities to achieve excellence By Susan Haviland So, what separates an excellent manager from a mediocre one? What practices will help you achieve maximum success? Here are five abilities to master. 1. Communicate Clearly and Efectively Self-storage managers must communicate effectively with customers, co-workers, supervisors and vendors. For example, when tough situations arise, knowing how to explain them to tenants can help ease their concern or stress and provide a more positive experience. When dealing with an angry or upset customer, it's important to set emotion aside and be aware of your own reactions. You must remain calm, cool and above the negative conversation at hand. Similarly, having the confidence to communicate with vendors when necessary will ensure any required work gets done to specifications and in a timely fashion, preserving your site's curb appeal and functionality. 2. Be Organized and Consistent Being organized and consistent with your day-to-day operating procedures, filing system and even office supplies will make it easier to keep up with demands and handle any unexpected situations that come your way. For example, if you systematize tenant files, you'll find it much easier to locate paperwork when you need it and far less daunting to put things away. Once you've created an operational system, adhere to it. Consistency makes it easier to handle a wide range of situations because it creates clear procedures to follow. 3. Know your Weaknesses It's critical to understand your weaknesses as well as your strengths. Acknowledging there are parts of the job at which you're not the best allows for growth. Being able to put pride aside and ask for help when you need it shows a willingness to learn and improve. A manager who refuses to see what he could do better within his role is never going to grow and reach his peak. Be humble. Ask for help when needed and learn from the experience. You'll soon be at the top of your game. 4. Set Personal Goals While most owners will set monthly or quarterly goals they hope managers will meet or exceed, you should also set personal goals, whether they're daily, weekly, monthly, etc. It's easy to coast by and hope you hit your objectives each month, but a great manager determines what needs to be focused on each day to ensure achievement. Pay attention to your daily revenue and set a number you want to hit each day. Doing this won't only make you more aware of the business, it'll motivate you toward daily improvement in a manner that breeds success. 5. Set the Tone As facility manager, you're the face of the operation, the one people turn to for good news and bad. You set the tone for the business. If you stand up, smile and greet each customer as he enters the door, he'll likely respond in kind. Prospects and tenants will notice how you interact with others and will judge your company based More Than a ÔMediocreÕ Manager LEARN MORE Learn more from author Sue Haviland in her all-new, four-hour workshop, "Staffing Success," which she'll present at the ISS World Expo in Las Vegas, April 1-4. Owners will learn best practices for hiring and managing their best asset: their managers! Get details and register at 16 ISS I April 2019

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