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  • Property Management Rules of Engagement
    By admin on February 22, 2008 | 267 Comments267 Comments  Comments

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    Sometimes tenants pester the life out of their rental property manager. However, one of the most important jobs of a rental property manager is to ensure that his tenants are satisfied. Often this includes times talking to a tenant, who for whatever reason is irate about something with the rental property. Before a rental property manager takes the next passenger train out of town, there are tactics for dealing with angry clients. A rental property manager does not have to be a retired mathematician to figure this one out. As long as he is properly trained to handle upset tenants, he can prevent a disastrous situation. Here is how.

    Remember back in third grade when the teacher told your mother, little Johnny is a nice boy but he has trouble listening. Hopefully, the rental property manager grew up a good listener. Listen, listen, listen, and let the angry tenant air it out. If a rental property manager can take a few punches the tenant will calm down. Of course do not let the tenant become abusive verbally or physically. If this happens, the tenant needs to be told that his problems are understood, however, keep it professional.

    Once the tenant finishes voicing his angers, be sympathetic. The rental property manager needs to put himself in the tenants shoes and understand the tenants frustrations. Restate the tenants complaint and tell him they are valid. Then ask questions to show interest.

    As much as a rental property manger might hate it, he must apologies even though it is not his fault. This is not an admission of guilt, it is just simply saying sorry you feel this way, or sorry it happened. Though the tenant might not think this way, but it will calm him down a little like a cat with a scratching post.

    Now it is time to get the problem solved. A rental property manager needs to reinsure his tenant that no problem can go unsolved and you are here, the king of the castle. A rental property manger needs to imagine that this happen to him and ask what he would want done. Then ask the tenant what he expects. The more courteous a rental property manager is with the situation, the more it will boggle the tenants mind. This means he is happy because he is not use to property managers being so good with people.

    All complaints should be recorded in some type of journal. The notes should be clear and precise about the episode and the problem at hand. If follow ups were done by either party, they need to be recorded. It is not just a reference for the rental property manager who took and handled the complaint, it is also for other property managers who may work at the rental property.

    Always follow up with the tenant after the complaint was rectified. It shows that the rental property manager still cares even after almost taking a trip to the cleaners. Who knows, maybe the tenant will thank the rental property manager with a basket of oranges. This will also prevent the tenant from becoming extremely angry the next time a problem arises. He will know that the rental property manager is a problem solver, the go to guy. The tenant may even apologies for being so irate with the rental property manger when he obviously did not have to be.

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  • Self Storage Article Directory
    By admin on December 2, 2007 | 419 Comments419 Comments  Comments

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    Announcement

    Our partners at Self Storage Owner have added two new articles to their Self Storage Article Directory under General Information as follows:

    Brought to you by: Self Storage Owner — where self storage owners meet self storage customers

     

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  • Great Experiences
    By admin on October 27, 2007 | 362 Comments362 Comments  Comments

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    This is what people are looking for when they deal with you too. They want you to try to make their experience a good one. You don’t have to try terribly hard, you just have to try. They don’t really care if your facility is first generation, second generation, A-class, B-class. C-class. They don’t know the difference; they don’t care. They just want to know how you treat them.

    As an example, let me ask you this: If your customers – your renters – had to write a check for their rent today, how many of them would know who to write the check out to? When they come and stand at the desk to write a check to you, don’t they have to look around to see who to make the check out to? You’re probably laughing a little right now; it’s true, right? Because who do they store with? They store with the manager. They usually know your manager’s first name, right? They don’t often even know the name of the company. That’s what people want. They want to know who they are dealing with and that the person they are dealing with. They want to know that person will try to make things right. If they feel that way, then it doesn’t matter what the name of the company is or what promises or advertisements the company makes.

    So while they’re talking to you, from the moment you say, “Hello,” they’re saying to themselves, “Is this guy going to be a jerk, or what? Am I going to like this guy? Is he honest? Is he ripping me off?”

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  • More about Prospects
    By admin on October 26, 2007 | 251 Comments251 Comments  Comments

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    Your job is to find a way to help your prospect realize that they are going to rent from you. You already know they’re going to rent from you. They don’t know it yet, so you’re going to have to help them realize that. This is a very powerful twist to helping you rent to more people.

    Part of the challenge at the store is you very rarely see your happy customers. You rarely have someone walk in the office and say, “Hey, you guys are doing a good job today. I’ll see you later.” How many times has that happened to you? It’s a neat thing to have happen. What usually happens is you get the people who come in to complain about whatever their problem is. So it’s easy to become cynical about our customers because we think they’re all whiners and they’re all spoiled and they can’t be made happy because our thinking is completely twisted because most of the people we talk to are the folks who are having a problem or a challenge.

    The fact of the matter is the flipside. The vast majority of your customers are happy with the convenience and the service you offer. Most people enjoy a pleasant sale process. Just help them realize they’re going to rent with you and enjoy it.

    This is what goes on in your prospect’s head. They suffer from something called the “is it’s,” and you may suffer from this when you’re shopping for things, too.
    ”Is it going to be right for me? Is it going to be too expensive? Is it going to last? Is it going to be a hassle if the thing breaks?” You have all of these “is it’s” going on in your head before you make a buying decision, and your customer has this happen, too.

    Typically, the things they worry about are: are you going to charge them more than it’s worth? Is it going to be too expensive? Is it going to be a hassle? Is the place going to be clean? Is it going to be safe?

    They want to know if they’re in their unit at night that they’re going to walk out of there in one piece, and they also want to know whether you’re going to be a pain to deal with or not.

    Brought to you by: Self Storage Owner Blog and Self Storage Podcast

    Looking for Nashville Storage? 37203 Self Storage

    Please also visit our partners Self Storage Locations and their Self Storage Article Directory

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  • Self Storage and selling
    By admin on October 25, 2007 | 270 Comments270 Comments  Comments

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    Let’s continue to assume that self-storage is a selling game. This means you are selling to people who are not in the best frame of mind. You know my first rule of selling. My first rule of selling is …you can’t sell anyone anything. All you can really do is to help people make up their own minds and help people talk themselves into buying from you. In other words you sell thing to people not by selling to them, but by helping them sell themselves. Now that’s kind of a round-about way of getting to the sale, but how you shorten that course is with a technique, a tool, a way of thinking that is called in selling “assuming the sale.”

    It’s a very simple mind game that you play with yourself. You assume that every person that you talk to is going to rent from you. This is not just a simple bit of positive thinking. It is a powerful tool: a powerful stance. If you believe every person you talk to is your next renter, then you will treat them like your next renter. Since people act the way they are treated, they will act like your next renter. When you treat them like a renter then they have to talk you out of the rental, rather than you talking them into the rental. If you take that approach with people, you will have the kind of confidence in your property, in your presentation, in yourself that will really become infectious. When have you dealt with salespeople who were sure you were going to do business with them? Have you ever had that experience? How difficult is it to say no to that kind of a person? It’s pretty hard, isn’t it? It’s hard because you know you’re talking to them because you had some kind of an interest, and because you would really like to get the issue off of your mind and off of your to-do list. You don’t walk up to the greeter at a restaurant and have them go, “Well, gosh, do you think you might want to eat with us tonight?” That’s not what they say, is it? They say, “How many? Smoking or non?” and they take you to your table. That’s the same approach you that you should take with people you’re dealing with. It’ll give you a tremendous edge. If you go away with nothing else from this read, learn to play a trick on your own mind to assume that everyone’s going to rent from you. That change of attitude alone will boost your rentals immediately.

    Assuming everyone who presents themselves as a prospect is your new renter is only the first step.

    Brought to you by: Self Storage Owner Blog and Self Storage Podcast

    Looking for Storage? 37129 Self Storage

    Please also visit our partners Self Storage Locations and their Self Storage Article Directory

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  • Concerns
    By admin on October 24, 2007 | 126 Comments126 Comments  Comments

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    The other concern that people will bring up when you say, “Since availability is limited, the best way I could help you today would be to go ahead and put a hold on that 5×5. What’s your first name? And your last name? And your phone number?” is often, “Oh, no, I’m still shopping.” Well, what does that mean? Sometimes that’s just a stall that has nothing to do with shopping, so ask them a few questions: “Well, have you called a few other places yet? What did you find?” Find out. If they actually are shopping, are they shopping for price? Location? Size? Amenities? Are they shopping for a good customer service experience? Go back to your agreements; see what’s going on.

    Now if they’re determined to call some other storage places for units first, try this: “Let me give you a few things to look for.” Now you’re setting the standard. Any other place that they call is going to be compared to your store because you’re giving them what they should be looking for. “Let me give you a couple of things to look for. You should have a facility that has…” and then go through your list of amenities, because if someone else doesn’t have those, they shouldn’t be storing with them. Or try, “Have you called a few other places yet?” You’ll hear what that person has to say. They may say, “Well, we like your price a lot, but we don’t like your location,” or “We like your location but we don’t like your price.” You’ll find out what their concerns are so that you can really understand them.

    Brought to you by: Self Storage Owner Blog and Self Storage Podcast

    Looking for Storage? 37211 Self Storage

    Please also visit our partners Self Storage Locations and their Self Storage Article Directory

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  • Get inside the renter’s mind
    By admin on October 23, 2007 | 157 Comments157 Comments  Comments

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    The question is: to rent or not to rent? Many times, we think that our customer is a mysterious animal, and we’d like to get inside his or her head. So I’m going to take you on a little trip inside the mind of our prospects and customers.

    So this is the question people ask themselves. I’m sure you all realize that most people who need a storage unit are not in a happy time in their life. Even if they’re getting a storage unit because they just got their dream job in their dream city and they’re going to be making three times the money than they were, and they will be living by the beach, they still have to move. Have you moved recently? Would you rather cut off a toe than move again? Okay, maybe that is a little extreme. But unless you have professional packers and movers do the entire process while you are on vacation, moving is not a joy.

    After we moved the last time, I promised my wife the next time we move I’m just taking my toothbrush. I’m leaving everything else behind. We’ll have the auction people come in, clear it out, and we’ll start over. Now that we’ve been in the house a few years, I think the next time we move I’m not even taking my toothbrush. The whole process of settling in after a move also takes a lot of energy. It’s a crazy time for people.

    Brought to you by: Self Storage Owner Blog and Self Storage Podcast

    Looking for Storage? Self Storage

    Please also visit our partners Self Storage Locations and their Self Storage Article Directory

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  • Prices
    By admin on October 22, 2007 | 152 Comments152 Comments  Comments

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    If you’ve got to give price too early, “That 10×10 is only $98 and here’s what $98 buys you at our store…” you need to focus hard on keeping the rest of the conversation on track and focus on getting agreement on timeframe, location, amenities and size.

    There is more importance in the price stall, than just being able to build value before talking about price. At some point during the first two or three qualifying questions, you’re going to find out whether this person lies in the easy third – do you remember your Rule of Thirds? – or whether that person is in the impossible third, or whether that person is in the third you’re going to have to work for. If someone calls you up and says, “How much is a 10×10?” and you say, “Well, since availability affects pricing, let me find out how soon you’re going to need it, and I’ll see what I have available” and the caller says, “Well, I talked to my Uncle Joe. He stores with you. He’s going to help me move in on Saturday.” Well, you don’t need to worry about this one. This is an easy third. Just don’t blow this one by talking too much and you’re going to be fine.

    Brought to you by: Self Storage Owner Blog and Self Storage Podcast

    Looking for Storage? Self Storage

    Please also visit our partners Self Storage Locations and their Self Storage Article Directory

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  • Other Price Stall
    By admin on October 21, 2007 | 111 Comments111 Comments  Comments

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    Price stall number two: “In order for me to quote you the right price, let me just ask you a few questions.” Well, that’s hard for someone to say no to. They’re not going to say, “No, just tell me the wrong price.” They’re going to let you ask them a few questions, and so you start: “Tell me how soon you’re going to need something. Do you know where we’re located, and is that a good location for you? Well, this is a great place to store because we’ve got this feature, which means…, and that feature, which means…” and now before you’ve given the price, you’ve gotten several agreements out of the way.

    Price stall number three: “A lot goes into the price of a storage unit. Let me tell you what your money buys you here.” Well, now we’re starting to build a value proposition right from the beginning. This person is not going to interrupt you because you’ve already offered a value challenge. The caller will want to hear why your place is worth it. So now you’ve got a chance to build some agreement before you go to price. Using this price stall means you begin by bragging on your property’s features, get some agreement on features and then move into your timeframe and location agreements.

    Price stall number four: “Since availability affects pricing, tell me how soon you’re going to need a unit and I’ll see what’s available.” Well, now you’re doing all kinds of things. You’re getting permission to get a little more information, you’re building urgency right away, you’re letting the caller know that it’s just not always that easy to get a storage unit. This is a great one to use, too: Availability affects pricing.

    The easiest price stall is to just ignore the price question and say, “Sure I can help you with that, how soon are you going to need your unit?” and go right into your qualifying questions. Few people will protest with this approach and it is easy to master and easy to day.

    Brought to you by: Self Storage Owner Blog and Self Storage Podcast

    Looking for Storage? Self Storage

    Please also visit our partners Self Storage Locations and their Self Storage Article Directory

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  • The Other Third
    By admin on October 20, 2007 | 104 Comments104 Comments  Comments

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    The other third

    In every business, you make your money in that third that can go either way. These are the people who are really targeted by the advertising dollars. Those people who think they might want a taco only make the taco makers money when they actually go and buy the taco. If you know how to sell, know how to ask your discovery questions and build agreement and create urgency and close the sale and help that person talk themselves into your offering, you’re going to do business with a lot of people in that middle third. That’s where you’re going to make your money.

    Brought to you by: Self Storage Owner

    Looking for Storage? 310 North Thompson Lane; Murfreesboro, TN 37129

    Please also visit our partners Self Storage Locations and their Self Storage Article Directory

    Look at each and every sales opportunity with the Rule of Thirds in mind. “Is this person in the easy third? If they are, what can I do to make sure I don’t chase them off and make sure I let this sale come to completion?” If that person is in the impossible third, what can you do to give that person a good experience so when their situation changes, they think of you, come to you first; and then, what can you do to make sure those people in the middle third that can go either way start telling themselves that buying from you is looking like a good idea? Don’t let them go somewhere else or decide they really don’t want your product anyway. The middle third is where you make your money, and how you make your money in the middle third is getting really good at Sales 101. Sales 101 brings results, and results, after all, is what we’re all looking for.

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