How do you stay on top of your game and maintain attention to detail? The last two years have been a learning curve for me. There are so many great things to learn about in self storage and sometimes those things come on the heals of mistakes and lack of attention to detail. Mistakes are not what we really want to happen, but they do and we must deal and learn from it. Every time a mistake is made it must be broken down and dissected, so we understand how to prevent it from happening again. We must as managers must keep training and retraining and never take the smallest details for granted. We should really be reviewing all customer files, especially new customer files as to avoid paper work mistakes. The lease process for us in Self Storage is one that requires an attention to detail as to avoid issues down the proverbial legal road. Sure, have two staff members audit the files, but ultimately what it comes down to as a manager and a leader, is that you must manage. New customer files and changes should always be reviewed by the manager to look for the smallest of mistakes. Our owners are counting on us to be attentive!
Cindy Stewart/Operations Manager/Associated Storage/Pacific Coast Commercial Self Storage Division
Wednesday, December 21, 2011
Thursday, December 15, 2011
On Training for Great Customer Service
Being in customer service in the self storage industry or any industry for that matter, before a person is considered for a position, the questions that should be asked is "Can you be great at customer service even under the pressure of everyday life?" "Do you like people and is your main goal to help them acquire the service they are seeking?"
I have 22 years in customer service, it is my greatest pleasure to bring the service and a smile to our customers faces, that is what I think of everyday before I start work.
While we can not predict the human factors that enter into everyday life, we can always make a choice to be the best at what we choose to do and how we choose to do it.
Can I train or can anyone else in the customer service industry train a person to be great? I believe so and work hard at this very thing everyday, however greatness in our industry is in the heart and in the thought process and is a decided goal of each individual. We, as managers and industry leaders can provide the tools, we can provide the encouragement, but ultimately the goal is decided by each person. Great customer service is a personal choice made by those who choose to work in the industry.
Our goal everyday at Associated Storage is to make a choice to bring you the best service we can. If you need self storage and live the San Diego area give us a call, 858-693-1717 Have a great day!
Cindy Stewart, Operations Manager/Associated Storage/Pacific Coast Commercial Self Storage Division
I have 22 years in customer service, it is my greatest pleasure to bring the service and a smile to our customers faces, that is what I think of everyday before I start work.
While we can not predict the human factors that enter into everyday life, we can always make a choice to be the best at what we choose to do and how we choose to do it.
Can I train or can anyone else in the customer service industry train a person to be great? I believe so and work hard at this very thing everyday, however greatness in our industry is in the heart and in the thought process and is a decided goal of each individual. We, as managers and industry leaders can provide the tools, we can provide the encouragement, but ultimately the goal is decided by each person. Great customer service is a personal choice made by those who choose to work in the industry.
Our goal everyday at Associated Storage is to make a choice to bring you the best service we can. If you need self storage and live the San Diego area give us a call, 858-693-1717 Have a great day!
Cindy Stewart, Operations Manager/Associated Storage/Pacific Coast Commercial Self Storage Division
Wednesday, December 14, 2011
Something to think about!
The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.
John Russell, President
Harley Davidson
Customer Service
Customer service is not a department…It’s an ATTITUDE.
How far would you be willing to go to take care of the people that take care of you? In self storage there is a lot of competition. In self storage how the customer is treated makes the difference between a great day and explaining to your manager why the 3rd person who just came in walked out and didn’t sign the lease.
Over the last two years I have pondered what we could do to better how we could be to our customers, so I looked up customer service, dedication and professionalism in the way of their definitions and this is what I found.
*Customer service means business is handled so that the customer doesn't have to make multiple calls, visit numerous places or explain his or her problem to more than one person.
*Dedication: A strong level of commitment
*Professionalism: the skill, good judgment, and polite behavior that is expected from a person who is trained to do a job well
These three definitions are how “Attitude” is defined and how great customer service is created.
Cindy Stewart
Operations Manager/Associated Self Storage/Pacific Coast Commercial-Self Storage Division
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