YouTube VideosCustomer Service, Management, Operations, Self-Storage
Dealing With Demanding Customers
Mar
Who’s Pulling Your Strings?
Over the years, I’ve had a variety of managers—many different types, each with their own approach to dealing with demanding customers. Customer demands drove some, while others had assistants who were more assertive than they were, which led to frustration over choices like color schemes. Vendors also played a role; for instance, during a landscaping job, I asked, “Who trimmed these plants so drastically?” The response was, “Oh, that’s how the landscapers like to do it.” However, when the plants appear barren, they certainly no longer seem beautiful.
In such situations, learning how to voice your opinions respectfully is crucial. Let’s focus on dealing with demanding customers, as self-storage managers and assistants sometimes allow these customers to exert undue influence over operations. It’s not about letting them run the store, but rather about how they want things done differently or request unnecessary extras.
There are times when accommodating customer requests may be appropriate. For instance, I’ve dealt with pharmaceutical representatives who required strict guidelines, such as ensuring they don’t occupy the loading dock for six hours when space is limited. We had to implement control measures to maintain order and stability.
Additionally, it is essential to be vigilant about customers who may be taking advantage of the system. Some might claim they’re not living in their units while doing so, or they may be poor neighbors to other storage customers, like parking in front of someone else’s space and blocking access.
I recall an incident at a storage property in the Sacramento area. While reviewing security footage with the manager, we saw a man exit his truck with a crowbar and smash it against the windshield. The manager was ready to intervene, but I advised, “Call the police; I’ll head down there.” Ensuring customers interact respectfully and follow property rules is essential to maintain harmony on the premises.
Have a Plan, Work Your Plan
To manage your property effectively, you must have a clear plan and stick to it. One key component of your strategy should be to establish rules—think of them as “being a good neighbor.” Instead of focusing on prohibitions, such as “Do not do this” or “You may not do that,” you might say, “Please keep your dog inside your car.” Both dogs and children can create issues if left unattended.
Consistency in management is crucial. You don’t want to grant too much leeway. If someone notices that another person is getting away with something, they might think it’s acceptable for them too, which can lead to more significant problems. While exceptions can be made, please proceed cautiously as they can easily backfire.
Additionally, avoid being an office-bound manager. I’ve seen excellent managers who prefer to stay in the office rather than engaging with the property. However, part of managing a self-storage facility is being present on-site. I enjoy the balance of working indoors while also getting outside for fresh air. I often take the time to conduct lock checks or walk around the grounds to ensure everything is in order, even in interior buildings. Walking the halls is essential.
Awkward & Problematic Situations
Consider the awkward and problematic situations that can arise when you give tenants more time or space to move out. This can become particularly complicated if other tenants or people in the area become aware of the situation. While it’s sometimes necessary to be flexible, use this approach sparingly.
Also, be vigilant about theft on the property. If you suspect someone is stealing, addressing the issue immediately is crucial. Talk to the owner or supervisor to determine the best action. Options may include giving a notice to vacate, increasing their rent, or limiting their access to the property during office hours. You can employ many strategies, so don’t hesitate to take action.
When it comes to treating customers, it’s crucial to maintain a level of fairness. While you should generally treat everyone equally, there may be instances where different rules are necessary for problematic customers. Remember that a dirty property can lead to further issues; if a space is not clean, customers are less likely to maintain cleanliness themselves. Keeping the property tidy encourages customers to do the same.
Handling Use of Bathrooms
How should we handle customer restroom access? I want to share an experience I had with a client in Sacramento. They presented their building plans and asked for my feedback. As I reviewed the plans, I noticed something concerning: no restrooms were designated for customers. I looked again and found that the only restroom was located in the office.
When I pointed this out, the client casually mentioned they planned to have only that restroom available. I asked, “What happens after hours if a customer needs to use the restroom?” The response was, “They’re out of luck.” Ultimately, due to this oversight, the business was forced to provide a porta-potty, as customers began leaving unsightly messes in the hallways and outside the roll-up doors.
On another occasion, a customer asked, “Hello, Sir. Can I use the restroom upstairs?” It was surprising to see someone needing to use a neighbor’s restroom. This effectively highlighted the importance of restroom access for any business. If you don’t allow customers to use a restroom, they will find a place to go—likely somewhere you won’t appreciate—and you may end up having to clean it up.
Be Proactive
Be a good neighbor by reminding them to pick up any trash they leave behind. This positivity helps them understand their responsibilities. Also, remind customers that they cannot live or loiter in the storage space. Sometimes people might claim, “I’m not living here, just sorting through my stuff.” However, this behavior can indicate they’re trying to live out of the storage unit.
There have been unfortunate incidents in self-storage facilities where individuals have created hazardous situations, such as using heaters inside their units. You don’t want that on your conscience. Maintaining a well-kept property and monitoring it is essential to ensure no one is living or working out of their unit.
You need to address these situations promptly. One effective strategy is to increase their rent, making it financially challenging for them to stay. Additionally, remind customers with signs about the office hours and access times; they may not always remember these details and could become stuck if they attempt to leave after hours without the proper access code.
Improve Your Sales & Service Skills
Consider enhancing your sales and customer service skills, which we emphasize at SkilCheck through our mystery shopping program. This is even more important now, given the numerous competitors in the market. You need to excel in sales over the phone and customer service once customers decide to rent from you.
Monitor Your Online Reviews
Additionally, it is recommended that you monitor your online reviews every week. It’s critical not to let them accumulate without interaction. Respond to all reviews, whether positive or negative. Thank people for good reviews, and remember not to take feedback personally.
If responding to reviews is challenging due to sensitivity, consider having someone else manage this task for you, such as someone at your home office. To maintain professionalism, avoid engaging in online arguments about reviews.
Follow-Through
One of the biggest challenges I find is the issue of follow-through. Customers often feel anxious and frustrated when things aren’t completed as expected, which in turn irritates owners and supervisors. As a supervisor or manager, it’s crucial to ensure you’re effectively following through on your responsibilities and tasks, especially those related to preventative maintenance and to-do items. Keeping a continuous to-do list is helpful; however, it can grow so long that it becomes overwhelming. Sometimes, I throw it away and realize I’ve forgotten about tasks from previous lists. Keeping track of everything is essential because you likely have many customers.
I’ve managed stores with over 2,000 units, which makes it challenging to remember every detail. For instance, when a customer asks you to remove an overlock from their space for their visit the next day, forgetting can lead to frustration if they arrive before you do, which could potentially result in a negative review.
Addressing issues with delinquent customers, following through on removing locks, and replacing light bulbs are significant concerns. Poor lighting has been a common complaint over the years, with many expressing their dissatisfaction on social media. Customers often mention that it’s too dark, and nothing changes despite multiple requests to replace light bulbs.
Additionally, problems with the gate code are another major issue we face. If there are gate malfunctions, we need to find a reliable repair service and address them promptly. Customers do not appreciate being unable to enter or exit without needing to come to the office for assistance, particularly if they expect access outside office hours.
Also, consider taking ownership of your mistakes. This isn’t easy, right? When you make a mistake, you might worry, “Oh boy, everyone will know.” However, errors are always forgivable if one dares to admit them.
It’s essential to communicate when you’ve made an error. For example, if there’s a gate code issue and you entered it incorrectly, you should say, “I apologize for entering the wrong code.” If you need to write it down for someone, ensure you record the correct number on the card.
When someone moves in, I like to walk them to the gate, enter the code, show them how to use it, and open it with the code. This way, I can confirm that it works immediately. Sometimes, people might say, “Oh, I’m in a hurry; I don’t need it.” However, it’s crucial to take the time to ensure that the code works, as sometimes it doesn’t.
So, promptly address any issues, contact the manager or owner if you make a mistake, and always inform the customers. It’s also essential to make notes in the customer’s file regarding any errors that occur. For instance, if you’ve previously left something on, given a free rental, or waived late fees multiple times for the same customers, don’t hesitate to document it in the system. This way, when you check their file next time, you’ll see, “I’ve already waived fees for this customer several times.” This will help prevent them from repeatedly requesting additional fee waivers based on new excuses.
Gain Their Trust
To gain the trust of customers and coworkers, it is essential to be more active and interactive when engaging with your supervisor, owner, and customers. This level of engagement is key to becoming a successful manager. Communicating openly with others is essential, rather than feeling hesitant or fearful. The goal is to build trust, work collaboratively, and remain open to feedback, which is crucial for improvement and success.
Additionally, strive to remain calm, cool, and collected. Stay calm at all times and don’t let their emotions affect you. While it’s easier said than done—especially when facing angry customers—try to maintain a positive demeanor.
Listen carefully to their concerns without reacting in anger. Sometimes, customers may need to vent their frustrations. I know how my kids react when I’m upset; they wisely keep their distance until I calm down. It is crucial to demonstrate that you understand their concerns and devise effective solutions. Avoid saying you’ll get back to them next week or next month; instead, strive to resolve their concerns promptly.
Take each situation seriously, but don’t take it personally. How you respond can significantly impact your day and your enjoyment of your work. By remaining calm and helping to keep customers calm, you can make a huge difference in your daily experience.
However, remember not to be a passive observer in the self-storage business. You must understand the industry deeply. Continue to grow, learn, and listen—attend state and national shows like ISS and SSA. I know managers who actively participate in these events, and even if you’ve been in storage for years, there’s always something new to learn. I often attend sessions and think, “Wow, that’s a great idea!” or realize, “Oh, I forgot about that; I should implement it.”
Take Pride in Your Job
Work on your plan daily, enjoy it, and take pride in your job. Prioritize the customer storage experience, and maintain a positive attitude. Sometimes, we can be our own worst enemies with negative thoughts and actions, so it’s essential to stay upbeat.
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