Lou
I've had excellent experiences the last two times I was at the San Dimas location. I've been lucky enough to have had Celina, the Mgr. assist me with a couple of issues. Celina is always professional, friendly, super helpful, and willing to listen to my concerns. She greets customers with a smile every time and genuinely appears to enjoy working with and assisting the public. She listens intently, never interrupting, and seeks clarification when necessary. She takes the time to find a solution to a dilemma or find the most accurate answers to complex questions. She does so professionally and efficiently. Celina then explains things in a clear and succinct manner. Celina has shown empathy while listening to my concerns, and is able to make sound recommendations and decisions based on the information at hand. She is able to utilize her experience and training, as well as her thorough knowledge of the organization's policies and procedures, while applying discretion (when appropriate) in order to make sound judgement-based decisions that lead to the best possible outcomes for the customer and Extra Space. Celina represents Extra Space Storage in a professional and hard working manner. Add her genuine desire to help her customers and the organization and you have one of the most important cogs in your organization. I'm sure upper management recognizes the important role she plays within the organization. I would not be surprised if she is included in the organization's decision-making process. If not then I'd suggest management to reconsider that. It is my hope that Celina's overall professional and pleasent demeanor and work ethic are embraced and nurtured so that newer employees have someone to emulate, a mentor of sorts. If Celina was my subordinate I'd give her a well-deserved raise or bonus, and look into how I could facilitate her continued growth professionally within the organization while offering her a promotion. She works extremely well under pressure and multitasks quite easily. She appears eager to take on new responsibilities. As an added plus Celina has been a loyal employee.
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