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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When Disaster Strikes… Planning, Preparedness and Recovery NVSSA ANNUAL EDUCATION PROGRAM April 3, 3:45–4:45 PM, Antigua A&B Is your business ready for a disaster? NVSSA members join us for an informative panel discussion, led by Self Storage Legal Network partner Scott Zucker, as we dive into real scenarios and what you need to do to be prepared in the event disaster strikes. Panelists include: Shelby Beck, Extra Self Storage & NVSSA President Gary Kelley, Partner, Rice Insurance (additional panelists to be confi rmed) WWW.NVSSA.ORG / (703) 575-8000 x133 Managed by Know the insurance laws of your state and make sure you're compliant. Clarify why insurance is a benefit and not just an extra cost. Let them know there are programs with little or no deductible, making it a great second layer of protection and a complement to a homeowner's insurance policy. Keep pictures in your office to show what can happen to a facility during a natural disaster. We've all heard stories about fires, hurricanes, tornadoes, even break-ins and what happened to customers who had no insurance: They lost all their valuables with no compensation. Be Excellent The No. 1 thing you can do to overcome customer objections is to simply be excellent. Here are some general tips: • Prompt, courteous service beats any other strategy. Remember, it's all about your customer. • Always be clear and communicative with customers. • Go above and beyond customer expectations by offering beverages, snacks, free Wi-Fi, and the use of dollies or carts. Host contests with prizes or host a customer-appreciation day. Send a hand-written note to thank them for their patronage. • Resolve issues quickly and return phone calls promptly. If you don't have an answer about a problem, communicate that you're working on it and will have one soon. Think about how angry you get if an issue isn't resolved. • Follow up with tenants during their stay. Ask if they have any questions or concerns and reiterate your availability to them if anything should come up. • Be there at move-out. Call and confrm the date and go over vacate procedures. With the right training and education, you can overcome objections in almost any situation. Go above and beyond and provide the best service in the industry. It's really that simple. Stephanie Tharpe is the senior vice president of operations for A+ Storage of Tennessee LLC, which operates five facilities in Tennessee. She's also vice president of the board for the Tennessee Self Storage Association, which named her the Tennessee Manager of the Year in 2012. She has been a featured speaker, roundtable leader and panelist at several national and state association conferences. She's also been a moderator for Self-Storage Talk, the industry's largest online community, since 2009. For more information, call 615.288.2162; visit www.aplustorage.com. LEARN MORE Learn more from author Stephanie Tharpe in the seminar, "Crushing Customer Sales Objections in Self-Storage," which she'll presentat the ISS World Expo in Las Vegas, April 1-4. Get details and register at issworldexpo.com. 52 ISS I April 2019 www.insideselfstorage.com

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