[B]Hey there all im new at this and still trying to figure everything out. I am currently trying to develop a process for dealing w/ a crisis for all 5 of my locations to have. Creating a criteria for dealing w/ vandalism and burglaries, fires, storms and injuries, etc…
looking for some help maybe a checklist of sorts??? just not sure where i should begin [/B]
APStorage, no matter what, always have common sense prevail under any circumstance. And pick a spokesperson to represent your company. No one except that person can speak to anyone about any situation. Then draft up some "what if" scenarios and then prepare responses that reflect what you would want your customers number one; and the general public number two, to think about when they hear any disastrous news. Once you or the designated person put a lot of thought into the scenarios, you (or someone) will be much better prepared to present a professional, concerned public face no matter what the situation.
You only live once, but if you do it right, once is enough!
I am not an attorney, just an experienced manager who is willing to share what I have learned. Your thoughts, practices or opinions may vary and neither of us may be right.
At Uhaul (a big player in the industry) I've dealt with a lot of your described situations. The most important thing is communication with your customers! They need to know you care! and that you (as the facility manager) has their best interest in mind. Let them know that protecting their belongs is priority to you and your company! While we would like to have all customers agree to some form of insurance we have to face facts that to some people saving a buck means putting more food on the table or something else as important. We had a situation here in Florida where the wind blew so hard that the rain flooded one of our facilities in the emergency exits on the upper floor and it ran in to several units. We immediately started cutting locks and repackaging our customers belongings into new boxes and saved several customers personal belongings! Most were extremely appreciative in our efforts and understood that we really cared! Out of a disaster we secured long term permanent customers that love us!