Owners of self storage units know that hiring the right person to manage the facility is crucial to business success. A manager can literally make or break the business. When you have a good manager, you have peace of mind and confidence that the business is in capable hands. Recently, Susan Powers, district trainer and manager of the Carpentersville LifeStorage facility, received the Self Storage Manager of the Month award by SpareFoot. It's easy to see why.
Powers exemplifies many of the traits that a manager should have: marketing the company, serving customers, training new hires, being organized, using time management skills, and being dedicated to the job. She includes fundraising for charity and participating in community service in her marketing strategies for LifeStorage. She's covers the site when someone needs time off and is willing to help out coworkers in any way that she can.
The company Evaluation Systems for Personnel (ESP) has identified qualities that managers and employees of storage units should have. Customer service is top on their list. All employees should provide good customer service. They should be polite, answer the phone promptly, seek to understand customers' needs, answer customers' questions, and help out in anyway possible.
Professional behavior and grooming is also critical. Employees should behave professional at all times with every customer. Their clothing and hair style should be clean and tidy because they represent the face of the business. They should always speak positively about the business and other employees.
EPS recommends that employees promote the facility's services to customers at all times. Employees should tell customers about all of the features and available options. They should fully explain security options, rules and regulations, and storing and packing tips. Employees should also explain any specialty services that your business offers such as climate-controlled units, concierge service, storage for antiques or wine collections, parking services, and local pick-up and delivery.
Employee attitude is also critical. They should be pleasant and helpful and should not act like it is an imposition to help customers. They should be willing to do what mangers ask of them and willingly complete tasks and responsibilities that are given to them.
The owner of the storage facility should have a list of these qualities and job expectations so that their managers and employees will know exactly what is expected of them and what their responsibilities are. This list could be used as a basis for employee evaluation when giving raises.
Sources Used:
"SpareFoot Honors Susan Powers of LifeStorage as a Self Storage Manager of the Month." Yahoo News; 04 August 2011.
"Mystery Shopping in Self-Storage Facilities." Evaluation Systems for Personnel.