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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the coffee shop walked into your office that afternoon to rent a unit. What if the person you just cut off on the way back from the bank was the one who inquired about storing with you via e-mail that morning? I'm not saying you need to bow to every person and give in to every request. I'm saying to treat others with the respect and courtesy you'd desire if you were the customer. Uphold your employer's values and demonstrate integrity and honesty, even when you're not at work. Here's an example of not standing for your company. I recently visited the local home-improvement store. As I was putting items in my cart, a young man asked if I worked there and could I cut a key for him? When I told him I wasn't an employee, he told me he'd been waiting almost an hour for assistance after requesting it. Finally, an employee came down the aisle. When the customer asked about the key he needed, she said she had forgotten and gone to lunch. That, ladies and gentlemen, is not how you represent your brand. Adhere to the Four Ps To help me remember how to best represent my company, I follow the "Four P Principle." I ask myself these four key questions every day: • What will PROVIDE the greatest beneft to the customer? In other words, how I can differentiate my myself, my store and my company from competitors? • What will PROMOTE my company to customers and the community? What do my interactions inside and outside of work say about my business? • What will PRESENT to my potential and current customers that I take pride in my job and facility? • What will PRODUCE the best end result for my store or company? What affect will (fll in the blank) have on my customers? My team? My company? Let me leave you with this thought: Do and say what you must, but do it in a way that best represents who you are as an individual and tells those around you that the company you work for is the best in the business. Give a smile. Give a nod. Represent. You just never know who your next customer will be. Kevin Lanning has been a facility manager for StorageMart since 2014. Founded in 1999 and based in Columbia, Mo., the company operates more than 200 self-storage properties across Canada, the United Kingdom and the United States. Kevin lives in Omaha, Neb., with his wife, Krystal. His outside interests include photography and woodworking. For more information, visit www.storage-mart.com. Uphold your employer's values and demonstrate integrity and honesty, even when you're not at work.

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