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 5 of 93

DEPARTMENTS 6 The Inside View 8 News FEATURES: SALES & CUSTOMER SERVICE 48 Squashing Customer Objections Operators often face objections from customers throughout out the rental. Follow these strategies to overcome and even forestall common protests. By Stephanie Tharpe 54 Being a Phone-Sales Master Getting the phone to ring is only half the battle. You then need to convert these callers to customers! These simple guidelines will help managers improve their phone sales. By M. Anne Ballard 56 A Multi-Generational Approach To ensure your business reaches a broad customer base, you need to adjust your efforts to appeal to multiple generations. Try these tactics. By Jim Mooney Jr. 58 7 'Deadly' Service Situations Managers often find themselves in tricky customer-service situations. Here are common scenarios you may face and advice on how to handle them. By Stacie Maxwell 62 Call to Represent! You have an opportunity to make a positive impression in your community every day, even when off the clock. Learn why your actions and words always count, in or out of the office. By Kevin Lanning COLUMNS 64 Building Momentum Worried About New Development? Don't Despair By David Blum 66 Real Estate Review The Real Estate Cycle: How Does It Affect You? By Yevgeni Kaniayev 68 Owner's Tool Kit Hiring Hacks for Facility Owners By Pamela Alton 70 Operator Insights 2 Viable Alternatives to Property Taxes By Cris Burnam 48 54 56 58 62 BECOME AN OPERATIONAL EXPERT Join us at the ISS World Expo in Las Vegas, April 1-4, to learn more about operating a successful self-storage business. The education program will be packed with useful information on management, sales, marketing, customer service, maintenance and more. Get details at Can't make it to the show? No problem. Simply visit and peruse the many operation- and marketing-related products available. ISS World Expo 2019 education DVDs will soon be available for pre-order! SPECIAL SECTIONS 11 Self-Storage Talk 12 ISS World Expo Preview INSIDE SELF-STORAGE I APRIL 2019 I VOLUME 28 I NUMBER 4 4 ISS I April 2019

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