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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Your self storage solution OPERATORS CHAIN HOISTS SPRINGS SHAFT WALL STATIONS ...AND MORE! WALL STATIONS Your self storage solution www.lynx-nsw.com CDJH MDJH TUBE SHAFT JR-RD SERVING YOU SINCE 1963 TRUSTED FOR OVER 50 YEARS MDJH 1-800-338-5399 Ask for your local sales representative. Check out booth #1222! Results, Expertise, Peace of Mind Call to learn the StoragePRO way to managing your property 925.938.6300 ext 315 www.storagepro.com/pm • We are owners and property managers • Collaborative partner with a family feel • We take a retail approach towards customer service, management and marketing 1615 Bonanza St., #208 Walnut Creek, CA 94596 StoragePRO ® Inc. Property Management What sets StoragePRO management apart? help. What I'm hearing is…" Sometimes, this simple act of repeating his words can be the thing he needs to see his argument or complaint is illogical. Then, he may come back down to a more rational level. If his complaint has merit, this is when your clean-up begins! As always, apologize that the situation has occurred, regardless of who may be right. As the company representative, you must accept some responsibility. Let the customer know you understand he's aggravated or frustrated. Speak slowly and calmly. "It is easier to bring a customer back down if you are calm, and by just stating the obvious: that he is yelling at you and you are not raising your voice to him. Make sure you understand [his] complaint, but you don't necessarily have to agree with [his] complaint," says Quay Reeves, manager of Chateau Storage in Braselton, Ga. Always remember, it's not about you; it's about the customer and whatever is going on in his life that brought him to use self-storage. Try not to fight fire with fire. Instead, focus on being the calm waters of reason and expertise. Getting angry is never the answer, as it'll shut down any chance of coming to a mutually satisfactory conclusion. Even if you have to walk away and try again, it's always worth the extra effort to defuse rather than allow destruction. These are just some examples of difficult service situations you may encounter. There are many ways to handle each, and you may have some unique experience and techniques you use. However, there's one sound piece of advice you can apply to every customer interaction: Listen, be honest and do what you can to make it right. No matter what you encounter when operating your storage business, one thing is for certain … It's never boring! Stacie Maxwell is vice president of marketing and training for Universal Storage Group, a provider of self-storage management, education and development services. With more than 18 years of experience in the storage industry, she oversees the branding, design and marketing programs for the company and its portfolio, as well as the company's award-winning multi-phase training programs. For more information, call 770.801.1888; visit www.universalstoragegroup.com. April 2019 I ISS 61

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