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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TILT-A-WAY TILT-A-WAY TILT-A-WAY Beautiful, Secure Commercial and Residential Entryways Security Gates Heavy Duty Barrier Design Safety Features • Adjustable safety obstruction systems • Barrier locks in down position • UL325 listed • Battery back-up 2011 Harnish Blvd., Billings, Montana 59101 800-523-3888 or 406-656-4360 www.tiltaway.com • email info@idealmfginc.com Celebrating over 50 years in the business – Since 1957 www.tiltaway.com • email info@idealmfginc.com Dedicated Performance Visit us at ISS World Expo, Booth # 324 Subscribe to Our FREE Weekly Newsletter. Stay on top of what's happening in the industry and get links to the in the industry and get links to the latest news, feature stories, videos, latest news, feature stories, videos, and more straight to your inbox. and more straight to your inbox. SIGN UP TODAY! insideselfstorage.com/newsletter Subscribe to Our FREE Weekly Newsletter. 3. The Customer Demands a Full Refund Sometimes there's just no winning and the only way to resolve a situation is to give in. When you've tried everything and the customer insists on having his money back, the best thing you can do is give it to him. Apologize and let the customer know you're initiating a refund request. Tell him when to expect the refund and by which means (check, a credit to his bank account or credit card, or even cash). Your business needs an internal procedure for processing refunds efficiently. You don't want to lose any goodwill you've gained in providing the refund due to sloppy and slow execution. From a business standpoint, refunds aren't ideal and can be distressing; but as a representative of a reputable company, you should be prepared to keep your word. Chances are, you'll rarely need to make a refund of any type. The No. 1 thing to remember when dealing with customers is you don't know what's going on in their lives. Hear them out. That's all they really want. We are called 'storage counselors' for a reason. We see and hear it all!" _ Deedra Wagner, Manager, Statham Oaks Storage, Statham, Ga. 4. You Can't Fulfll the Customer's Request One of a self-storage manager's greatest fears is facing a customer who's demanding the impossible. Most self-storage operators genuinely believe in good customer service and will do whatever it takes to make customers happy—within reason. In most cases, going above and beyond to give them what they want or need is the right thing to do. But occasionally, it just isn't possible. For example, let's say a customer asks for an extension to pay his rent, but the auction process is already underway and April 2019 I ISS 59

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