Texas Self Storage Blog

by guest blogger Carol Krendl of SkilCheck Services, Inc.

I am very excited to be teaching “Powerful and Practical Phone Skills” through a webinar for TSSA on May 24th.

One of the most important lessons that I have learned about effectively managing self-storage properties is that you must have managers and employees who can sell, and sell well. In this competitive environment, it is important to make sure you are giving the most effective sales presentation possible with every incoming phone call.

Recently, a self-storage manager told me that she didn’t feel she had to sell as well on the phone because most of their prospective customers were finding the store via their company’s website. A prospective customers use of a website still requires the customer to either call or visit the site. And if your self-storage facility is utilizing a special call-tracking phone number on its website, you will be able to determine the number of people who are calling your property because of your website.

My personal experience is that our self-storage properties receive a very large number of phone calls specifically because of our website, so it is absolutely still critical to maintain a high level of sales proficiency on the telephone. It doesn’t make sense to lure prospects in with a great website and then lose them because of a weak sales person!

I’ve been teaching managers how to improve their phone skills for a long time. With the increasing competition in most markets today, managers’ sales skills seem to be improving, but most managers still need to take their phone presentation up a notch. If you want to call a few of your competitors you’ll soon realize how much money is being left on the table, even at some of the nicest properties.

With this upcoming TSSA webinar, you can learn some great ideas for improving your telephone salesmanship and it will even be a great refresher for those of you who have been in the storage industry for a long time.

I hope you join me for this webinar; it will be an hour full of fun and learning!

Register now.

by Brom Hoban, TSSA Director of Communications

Relating to People is Key

Key to what? Just about everything, including success in the self-storage industry. Allow me to explain. I recently came across a quote in the Austin American Statesman in an article that featured an interview with a screenwriter.

The fellow was citing his philosophy regarding quality scripts- how to best reach people. “My father, who was a salesman, once told me that people rarely remember what you say, and they remember very little of what you do. But they’ll remember the way you make them feel the rest of their lives.”

I like that quote for a lot of reasons. For starters, I believe it rings true. And note that the man was a salesman. To me, that means that he had discovered that relating well to people was the key to good sales, among other things.

You can see it in action all of the time. I recently had the opportunity to deal with several sales people in the web development industry. While all handled themselves professionally, some connected better than others. And though they all basically offered the same services, I ended up going with the company that did the best job relating to me, and establishing a comfortable connection. Ultimately, that seems quite important when you analyze it, especially if the product or service a customer is looking into involves an ongoing relationship into the future.

In his book Rent it Up! Four Steps to Unlocking the Profit Potential in Your Self-Storage Business, Tron Jordheim, of PhoneSmart, echoes that philosophy.

“We have a saying too: ‘Make a friend; make a sale.’ That kind of comes down to the same thing,” says Jordheim.
According to Jordheim, the whole concept sales people, have about “building rapport,” may sound daunting, but it really is just about people feeling good that your listening to them and paying attention, and that you actually hear what they said. In short, you’re actually listing to them.

“At out call center, one way to evaluate how successful our people are, is to record the conversation, but listen to just what the callers said,” says Jordheim. “If they sound like they’re happy, something went well. So it’s not about us, it’s about the customer—especially in the self-storage business.”

by Emily Mathews, TSSA Director of Education & Meetings

Last weekend I spent six hours on Sunday taking (hangs head in shame) a comedy defensive driving class, with the aim of dismissing a ticket I got (head is further lowered) for driving 55 in a 40 (head touches ground). Near the TSSA office (climbing into a hole in the ground. Well, I’m sorry, but it’s really hard to go 40 on that nice, open road. Plus, my head was somewhere else: I was thinking about TSSA, naturally).

Anyway…The course wasn’t too bad. The instructor, Colin, was funny and entertaining. He also pretty much gave us all the test answers, and showed not one single video of a heap of mangled cars. You know the kind I mean: You’re holding your breath and hoping you don’t see…something you don’t want to see.

The class was pretty full, but Colin and I developed a bit of a special bond over those six hours, since both of us hail originally from the New York City area (but we got here as fast as we could, okay?). Yanks tend to bond over that stuff, much as we love being here. At least I think we bonded. He definitely picked on me a lot.

Now, anyone who has taken defensive driving knows that there’s a bit of paperwork to fill out (aside from the quiz to which you know all the answers beforehand), so that your certificate will arrive in the mail and you can wipe your record clean of that nasty ticket. The one you got when you were definitely not speeding. When you get your certificate, there’s something you actually have to do with it, and that’s where people tend to have a lot of questions for the instructor.

Please forgive me if I sound mean and petty, but you know how in every class of every type on the planet (except TSSA seminars) there is one person - maybe two and no more than three - who is just not getting it? Something’s been explained multiple times and they’re still…well, they’re still confused. Really confused. And you feel badly for them, yet the instructor has answered the same questions repeatedly, and you’re ready to leave. You know where I’m going with this. Colin was super-patient up to a point, and then the poor guy just finally slumped onto a stool for a breather from the…okay, I’m going to say it…the dumb questions! After his break he got up and continued collecting paperwork and, of course, answering questions he’d already answered. I couldn’t help myself, because I knew it would make him laugh: I took a piece of paper, wrote, “It’s just not that hard, folks,” folded it, and extended it to him.

Now it was Colin’s turn to be confused, and he cautiously opened the piece of paper. He read the note and sure enough, he fell onto a table laughing, which caused me to lose it, too. Tears in his eyes, he shook his head and said to me, “No; no, you’re right; it’s not.”

And finally, to the point: TSSA is very proud to announce that the first in an ongoing series of podcasts is now available! It’s called “Springtime Curb Appeal,” it’s nice and short (unlike defensive driving classes), it will cost you nothing to listen to (unlike a police officer’s lecture on speeding) and you’re sure to learn something (no offense to Colin, but again: unlike in a defensive driving class).

But “It’s just not that hard, Emily” is something I had to tell myself over and over and over again while producing this first podcast. I feared the technology side of it. One time, the sales rep from the company that owns the platform on which we run our webinars got so tired of my questions he actually said to me, “Emily, you can make this as easy or as hard as you want to.” Granted, that was a little bit rude to say to a customer, but I know he wanted me to be successful with the webinars, and he knew I was making myself nuts.

Back to the podcast: I’d never done anything like that before, but once I got into it (and asked at least a hundred questions of the techno-geeks in my life), it was really easy. I’m willing to bet that there are so many other things (in my life and yours) that seem huge and looming, but once you get started, they’re a breeze. Or at least “not that hard.” Collections calls? Finding the answers to your legal questions, in the Goldbook? Oiling squeaky unit doors? For me it’s embracing technology more at work (to benefit our members) and personally (I do not have a smart phone - gasp - and the only reason I have an iPad is because my father bought it for me, thinking I’d use the treadmill more if I could watch movies during my workouts. Um…I found a really good blackjack app, Dad! [He'll never see this]).

The sky’s really the limit in terms of the topics we’ll be able to cover with podcasts, and if we ever make any of them longer in length, you’ll be able to download them to your mobile device or to a CD and listen, for example, while you drive. I don’t actually know how to do that personally (download a podcast, that is), but it can’t be that hard! And when I figure it out, I’ll let you know just what to do. But don’t let your mind wander too much…or I’ll see you in defensive driving.

by Brom Hoban, TSSA Director of Communications

Marketing pro and TSSA speaker Terri Langhans likes to define marketing as “anything that helps or hinders the sale of your product or service.” It’s a great definition, because it automatically broadens your thinking beyond the usual marketing strategies. Running an errand to pick up supplies can become a marketing effort if you are wearing a shirt with your facility’s name on it and you are outgoing and strike up a conversation with people you run into. Or how about sponsoring a local sports complex used by the community by purchasing an outdoor sign at the site?

One of the simplest, most basic ways of marketing is to build in highly visible signage that draws customers’ attention to a well-groomed facility.

I recently spent some time in the Dallas/Fort Worth area, and did a considerable amount of sight-seeing. While I was at it, took note of self-storage facilities in the area, and how well they stood out. Store More!, (which will be pictured on the cover of the May/June Self-Storage News) was a great example of a clean, attractive “drive-by” visual, helping to let potential customers know that storage was available. But beyond that, it conveys a feeling of confidence to a prospective tenant: a well-maintained, attractive facility naturally communicates a sense of security for storing possessions. In short, it says “we care.”

Other facilities, like Access Self Storage in Lancaster, use electronic signs to great advantage. Driving by Access on Highway 67, a big digital sign with the message “Winter Close-out- 5 x 15 • $5.95 Move-in Special” caught my attention. I thought it was unique to apply a sense of urgency using the phrase “Winter close-out.”

“Retail stores have close-out specials all the time, so we decided to have one,” said owner Doug Hunt. In retail it means you’re trying to clear out the old inventory to make room for new inventory. Other messages we feature include “Document Shredding $12 a Box,” and “Discount Record Storage.”

In addition to the sales aspect of the sign, Hunt says he’s able to use it as a community-building resource.

“Besides telling about our special, we find that our digital sign offers a way to communicate with the people who live in the area and drive by,” says Hunt. “It’s like talking to them. Last year we featured a ‘teacher of the month’ for area schools all year long.”

Hunt understands well that parents, teachers and students all appreciate driving by and seeing that. And it certainly doesn’t hurt his business. While posting the teacher of the month may not sound like a sales pitch, I’m sure it fits nicely into Langhans’ marketing definition of “anything that helps…”

In honor of her upcoming webinar for TSSA, I (Emily Mathews, TSSA Director of Education and Meetings) asked marketing expert Terri Langhans if I could shamelessly cop one of her own blog postings this week. So she is our guest blogger! As always she’s fascinating, funny and - much to my joy - on-point with regard to my own life! (See my previous post on Starbucks’ marketing brilliance.)

Check out Terri’s post here and be sure and sign up for her March 23 webinar on How to Stand Out From the Competition and Rent More Units.

by Ginny Sutton, TSSA Executive Director

Did you know that today is “Employee Appreciation Day”? According to Hallmark or some other group that creates such occasions (Administrative Professionals Day, Boss Appreciation Day, etc.), it is.

Shouldn’t “Employee Appreciation Day” be every work day? And, shouldn’t “Employee Appreciates Having Job” day be every work day, too? I’m just saying.

Properly expressing appreciation to great employees is something of an artform, rather than a simple formula. I won’t say I’ve mastered the art, but I have learned a few things in my past 13 years as a boss. Now, if only I could remember these things every day. Life would be much sweeter for all concerned.

1) Never assume that what motivates you is best for motivating or rewarding others.
Experts tell you, for example, that financial incentives are not always the best incentives. That one’s been a puzzler for me in the past. I find that I am personally motivated by financial incentives. But, I am finally grasping that what people often need more than just money. A simple, “Job well done” expressed sincerely goes a long way. Some time off in lieu of a gift or other tangible reward works well for some folks, and not as well for others. Those little appreciation trinkets and certificates that companies like Baudville sell? Not my cup of tea…show me the money instead. But others absolutely love that stuff and display it proudly.

2) Little things count…a lot!
Subtle and random acts of appreciation seem to work well for most people. The sincerity is the key. I’ve never been one to say, “Good job!” when something obviously could have been done much better. When I single out an employee and praise him or her, or just take a moment to say privately that the job was well done, they know I really mean it. Simple things like picking up doughnuts or bringing in other treats randomly to express appreciation seems to go a long way. Around here, I sometimes think I should pay people in chocolate with the reaction it gets.

3) Remember to find the good in things.
This one is tough for perfectionists and bosses with “get it done” personality types. If it’s not ALL good, then it’s really not good, right? I try to remember that there are small victories that can still be celebrated. Who doesn’t want to do more of something that will garner praise from the boss, and less of the thing that gets a negative reaction? Instead of “Don’t do that” (focusing on what fell short), the more effective approach might be, “I sure would like to see more of that!” (focusing on what was done well).

Yes, it’s important to point out what needs to be worked on, but at the same time, you can still mention what did go well. It’s a rare day indeed, that someone’s work is all bad–or perfect, for that matter. That old, “If you can’t say something good…” admonishment from your mother resonates for bosses, too. Candy coating problems and ignoring mistakes is not necessary, but I’m realizing the quickest way to drive an employee away–or towards doing bad things such as wasting their time and the business’ money–is to be sure they never hear anything positive.

I may be doing something right in showing appreciation for my employees, since three years is the shortest amount of time anyone I supervise has worked for me. I can always improve, however. The biggest challenge is trying to stay tapped into what works best for the particular employee, and remembering that on a day-to-day basis. The boss is just one person with his or her own set of values and motivators…those sometimes-under-appreciated employees have their own.

There are many days when I think to myself, “Thank God for ________,” filling in the name of one of my staff members. While those silent prayers may carry weight in the grand scheme of things, I have to remind myself, every day, that people need to hear that appreciation expressed, and need to be recognized in ways that are meaningful for them–not just for me.

by Brom Hoban, TSSA Director of Communications

I recently read a long article in Time magazine focusing on the work of “futurist” Ray Kurzweil. Kurzweil is a fascinating man- an inventor who at the age of 15, wrote a computer program that synthesized classical music. That was back in 1963, at a time when computers were the size of garages, and most people didn’t know much about them.

Kurzweil, now 63, is as active as ever, and made some very interesting points in the article. He talked a lot about how one day (he says 2045), artificial intelligence will be so powerful that humans and computers will be inextricably intertwined.

He predicts this based on sound research that shows how the pace of technology keeps speeding up exponentially- and computer memory gets cheaper at the same time.

At any rate, the article reminded me of how technology always presents a dilemma: either embrace it, or get left behind. We are faced with this decision on a regular basis- even in the self-storage business. Paul Rawley, one of TSSA’s founders, recently reminded me that in the early days of self storage, there were no computer-controlled gates, and accounting books were kept by hand.

From a business standpoint, the choice of whether or not to embrace technology also involves timing. In other words, he who waits is often lost. Take the case of Borders, the well-known bookstore, which recently filed for bankruptcy. Analysts said that in the fast-evolving book-selling environment, the big chain waited too long to react to Amazon.com and the emergence of e-books, while rival Barnes and Noble was quicker on the draw, developing the Nook in anticipation of the growing digital e-reader market.

We all hold dear the things we are accustomed to, and it’s often natural to be resistant to change. But business, in many cases, has a slim margin for error, as Borders discovered.

It’s true that storing household goods may seem pretty basic, but the self-storage industry is not immune to the advances of technology. A good example is the emphasis TSSA is currently placing on webinars as a means to educate our members. While we still value “regular seminars,” we are offering a means for our members to conveniently learn industry-related material without having to leave the office or schedule more than about an hour for the session.

And while there is no replacing the intrinsic value of face-to-face meetings—the strong networking, the camaraderie, the richer exchange of information—we urge you to embrace the new technology.

Try a webinar, like our upcoming “How to Stand Out From the Competition and Rent More Units” (March 23) featuring Terri Langhans. And while you’re at it, check out all of our archived webinars. Either way, it’s $25 well spent. And you won’t have to worry about getting left behind.

Last week, TSSA alerted members that HB 1259, a bill which changes the self-storage lien law, had been filed.

Senator John Carona (R-Dallas) filed the bill as SB 690 on February 14. The Senate bill text is identical to the bill filed in the House.

Highlights of the Bill

Now that we have bills in both the House and the Senate, our chances of having the bill become law increase two-fold. TSSA is thrilled to see our efforts coming to fruition and we look forward to tracking the progress of the bills.

Our effort does not end here, however. Now that the bills are assigned to committees, hearings will be scheduled. Stand by for updates.

Not sure how a bill becomes a Texas law? Read about the Texas Legislative Process.

TSSA is pleased to announce that a bill TSSA strongly supports, and helped to draft, House Bill 1259, was filed in the Texas legislature February 10, 2011. The bill modernizes and streamlines current self-storage statutes.

Representative Sid Miller (R-Stephenville) is sponsoring the legislation in the Texas House of Representatives. TSSA anticipates having a Senate sponsor in the next few days.

Review the key provisions of House Bill 1259.

You can also read the full bill text on the TSSA website, or track its progress on the 82nd Legislature’s home page. Click on “Bill Lookup” and insert “HB 1259″ into the “Bill Number” box.

TSSA will keep members updated on the bill’s progress via e-mail, and on the TSSA website. Be sure we have your most current e-mail address to receive legislative updates and alerts regarding HB 1259 - as well as any other pending legislation affecting the industry.

Updates will summarize key points of legislation and may include a call to action. You may be asked to contact your legislators. TSSA is also interested to talking to operators willing to testify at hearings. Send an email to gsutton@txssa.org.

Please be on the lookout for future legislative alerts. Together, we can help modernize the self-storage lien process!

by Ginny Sutton, TSSA Executive Director

On January 11, the gavel came down to begin the 82nd Legislative Session in Austin. As is typical, several controversial issues dominate the session. This time, balancing the budget to address a multi-billion dollar shortfall takes center stage, with planned redistricting and the Voter ID bill also in the spotlight.

TSSA is advancing a bill to modernize the current lien law, and is currently working to secure sponsors for a version in both the Senate and the House. Stand by for further details as the bill is assigned a number, which we hope will be as early as next week. Once assigned a number, the bill’s progress can be followed on the Texas Legislature Home Page.

TSSA’s role for many years has been as the legislative watchdog for the self storage industry in Texas, making sure that we track any bill that might turn into a law affecting members. This year, TSSA is taking more of “guide dog” role, working specifically to modernize a 30-year-old lien law.

Highlights of the bill:
• Changes type of mailing required for the notice of claim from certified to verified mail (any type of mail with proof of mailing)
• Allows lien notification of tenants via e-mail
• Adds required language in the notice of claim for active duty military customers
• Adds the option of advertising the lien sale electronically in lieu of printed newspaper advertising (print ads may still be used if desired)
• Incorporates rules of Chapter 70 into Chapter 59 so that special foreclosure procedures are not subject to changes meant only for mechanics’ liens

A Time to Educate
How many legislators have stored goods at a member facility? The answer is probably the majority, as a need to store election signs and campaign materials is part of running for public office. But how many of these folks understand what is involved in the foreclosure process, or understand that the current laws are outdated? TSSA has created a one-page “talking points” document to use when talking with legislators. Members are encouraged to stick to these bullets, as they have been carefully crafted.

TSSA has been in contact with several key legislators receptive to the needs of independent business owners. Members should not independently approach a legislator about sponsoring the bill unless they have first spoken to Ginny Sutton at TSSA, or contact via email.

TSSA works for you, but we can’t do it without your help.
No legislative victory is ever claimed by one person or organization alone. This is your chance to impact the laws affecting your business.

What can you do?
Do you have a connection to a legislator, staff person, or state agency official? Maybe it’s someone you’re renting to. Maybe you’re in the PTA with, go to church with, or even were in business with a person involved in state politics. Dig deep and think about who you might know. An important part of the process is making those personal connections and making sure legislators recognize Texas self storage as an important part of the business community.

Also, if you are willing to testify at a hearing, have experience with the legislative process or would otherwise like to be involved, please contact Ginny Sutton, or call TSSA at 888-259-4902.