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Business training consultant Renee Evenson, author of “Customer Service Training 101,” heartily agrees. Phone and online sales boil down to adding value, according to Tron Jordheim, director of operations at PhoneSmart, a self-storage call center and training company in Columbia, MO. Get professional: “If you always have a smile on your face, good posture and speak courteously, it’s going to help customers form a positive impression of you and, by extension, your company,” Evenson said. Start with qualifying questions: Asking instead of merely answering questions shows interest and gives you the information you need to begin helping your customer. Move to layering questions: Layering questions will give you a deeper understanding of—and bond with—a customer based on his or her storage search so far.
Keep the phone lines clear: “It’s extremely frustrating to customers not to be able to get through to someone,” Jordheim said. Answer online questions promptly: “Respond to email or text queries quickly,” Evenson said.
Get closer: “If you’ve been communicating by email, you want to talk to that customer,” Evenson said. Put people before devices: Focusing on your cellphone, tablet or laptop instead of your customer is disrespectful.
Welcome.The Storage Facilitator is the modern self-storage professional's destination for useful education, intriguing news, diverse expert perspectives, technology updates, and beyond. Get our free white paperThe Four Pillars of Profitable Self-Storage Management is an in-depth resource that empowers facility owners and managers to get more out of your business and stay ahead. The information contained herein has been obtained from third parties and we cannot guarantee the accuracy or completeness of the information.

On reality TV shows like Storage Wars and Storage Hunters, storage auction scavengers battle for the best finds. Still, there's one very real part of reality TV shows that depict storage auctions: If you fail to pay overdue rent on your storage unit, your belongings are likely to be sold to the highest bidder. But if a tenant shrugs off those "ample opportunities," a storage facility pretty much is left with no choice but to put the contents of the tenant's unit on the auction block.
With laws governing storage auctions varying from state to state, the process for a storage auction in California may not be the same as the process in Connecticut.
In South Carolina, for instance, a facility must photograph and inventory the contents of that unit, and then send a certified letter to the renter, according to Stephanie Shelton, a former self-storage manager in South Carolina. However, if a tenant is making an effort to pay his or her debt, a facility typically will hold off on auctioning the tenant's possessions, Shelton said.
What happens if the contents of a unit are put up for auction but not all of them are sold? In some cases, a tenant may decide that the contents of his or her unit aren't even worth the trouble of getting back and will assign ownership to the storage facility, according to Bellomy. Bellomy said shows like Storage Wars would have you believe that at a storage auction, "treasures are just one more box away," Bellomy said.
John Egan is editor in chief at SpareFoot, an Austin, Texas-based startup that makes it easy for people to find and book self-storage units online, offline and via mobile devices.
Inside Sales,” recently contacted several Los Angeles self-storage facilities to assist with a home move and found their sales skills lacking.
This white paper identifies major trends and best practices in rate management, occupancy analysis, rental contracts and profit management.

An auction is the last step in the process," said Cindy Bellomy, co-owner of Able Self Storage in Pearland, Texas.
That means your late grandma's china set or your favorite lounge chair could end up in the hands of a stranger.
For instance, you could be denied access to your unit and be charged a late fee on the 15th of the month if you haven't paid your rent. They are human, and most of the time they are willing to work with our tenants," Shelton said.
Shelton said they may be hauled to the local trash dump or donated to a local charity, depending on the items and their condition.
When this happens, Bellomy typically will trash the tenant's belongings rather than sell them.
That said, the skills were no worse than what he sees every day among his Fortune 500 clients.
Kindness, warmth, humor, respect and generosity help customers feel instantly at ease and welcome. But some critics have accused the shows' producers of rigging the results to boost ratings. If your rent still is outstanding on the 30th day of the month, the lock on your storage unit could be cut and the auction process put in motion.

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self storage auctions los angeles 2014

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