I have gotten into a structure that works no matter what system I work with - I print out the collections sheet and there is a column that has just a couple of numbers that really just tell me at what point in collections the client is. If they are going into the auction for that month, they are highligted on the unit numbers and that same highlight color is put at the top with the name of that month, the next month as well in a different color, wether they have been certified or not. This brings your attention to trying to get to those clients. Also in this "not needed" column, if I speak with them and they give me a date of payment, I put that in that column along with the notes. That way I don't call them as often. IF I have left a message, then L/M, no answer N/A, spoke with them but not gotten a date, then a check mark. I transfer the dates over about every three days and continue during different times to get a hold of the client.

This sounds like a lot of work, but it really prevents duplication of efforts, especially if your cover person understands the process. I don't wait for system alert. I am proactive and tell my clients its just 'customer service'.

Yes the clients will give me a false date....you get used to who does this and who doesn't. If they pay, they are scratched off of the list until the next update.

In doing this process, I brought my A/R's down from about 50% (new location taken over) to less than 8% in one month. I held the customers accountable for the date they promised. YES the company enjoys the late fees. But if I call them before the late fee goes on and remind them that it will occur without payment on a particular date, then they don't have an excuse like I didn't know it went on on that date - and they are then aware of how much they now owe and I don't waive the late fees............

Just a thought or two I thought I would share.........Don't mind if you try it yourself........

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Tall Terri

Integrity - it's what you do when no one is looking!

Hi Tall Terri!

Our collections process works similarly to yours - when I came on last year we had a very high receivables. It has dropped hugely since I've begun to take ownership of them.

Once the 1st is gone, on the 2nd I print out a receivables report & then begin to phone. I record the result as a dna (did not answer) or by (busy) or lm (left mssg) or whatever conversation I've had w them.

When (or IF) they come in & pay up, they are 'scratched off' the list so to speak, etc. The next week when I'm on duty again, I print off a new list & begin all over again. Same process.

Should the account go into delinquency & the Bailiff is called - all the 'records' of contact attempts are there. We keep each sheet with all it's comments so recording onto the DQ sheet is not a problem!

It works & we now have a receivables that is more appropriate...truthfully, in business there are ALWAYS recalcitrants - those who dawdle or don't seem to place paying bills as a priority, etc - but at least we're not eating as much loss & people now know that there is an accountability factor!!

We will waive a late fee if the person pays in full, PLUS the next month's rent. Otherwise, they pay the late fees.

I've had one client on more than one occasion mention that they were 'in jail'. Well, I thought to myself (didn't say it aloud) you've got more problems than being late on your storage-unit it sounds like! LOL.

People drive me nuts. I had A tenant that passed away and her kids were taking care of the payments on the unit until they figured out what they were doing the the stuff. Well, the two sons, who also rented units here, stoppped paying and the daughter took over. It finally got to the point where i had to put in to auction. I had talked to the daughter multiple times a month and it was always the same. "We are waiting for the insurance check to come, the sent the check to the wrong address (the wrong state according to her), and then suddenly I couldn't get a hold of her. She shows up, the day before the auction with $30.00 saying, "We got the check finally and I bought a new car, but my lawyer told me i didn't have to go to this court date and i ended up in jail! I can pay $30 right now, if you could please take it out of the auction!!"

$30.00 for a $400.00 bill that we had been working with them for months? No way!!! I felt bad, but it was just time to end it. And why would you buy a new car before taking care of the bill so that you wouldn't lose your mother's things?!

We do a late notice on the 6th, cut lock warning on the 36th and and then we cut the lock on the 46th. We do collection calls the last 2 mondays of the month, and then every week after that! And still you get poeple who accuse you of not notifying them. I was threaten with a lawsuit because i cut this guys lock. we never recived any letters back, and he never answered his phone when i called! and then riht after he paid up, he stopped paying again and 2 months later, i cut his lock again!! My goodness, these people need to grow up!

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0% Angel

My all-time best "why I can't pay now and I'm only 3 months behind" was--"you have kids...in all the excitement of getting everyone ready to go to Disneyland, we just didn't make it in....you know how that is!" And they still didn't pay until the morning of the auction. The husband told me he hadn't slept all night fearing that he wouldn't get here in time to pay before I sold all of his wife's things--and then I (not him) really would have been in trouble!

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Just curious, did the daughter have the P.O.A. and was the lease changed over to her name before the sale?
I have a case here where the Mother passed away, the one daughter who pays the rent has her stuff in there, but the other daughter has the P.O.A., but I have no way to contact her, nor do I have a copy of the P.O.A.

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Countryside Self Storage

I have someone on the auction list now (February) and she can't imagine why she is on it. She hollered at me over the phone "I JUST PAID in November!!!"

Geeze

U-Store! That's too funny! Sorry you were yelled at but thanks for sharing.

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Gina 6k
CochraneStorage dot com
Morgan Hill, California
You only live once, but if you do it right, once is enough!

Angel! Just wanted to say I totally feel your frustration!! And I am glad I am not the only one who gets frustrated with people!!!!

And another thing, if the only photograph you have in the entire world of your mother who passed away is in your unit (going to Auction), DO NOT PUT IT IN STORAGE!!!!!!!!!

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MusicCity Gal