Quote:
Originally Posted by astro
We just had the first auction in the approx. 20 year history of this place, and just sent out the 1st 84 rate increase letters. I expect a lot of fun in the next few weeks.
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Holy cow! All I can say is that you must have been a VERY bad person in a previous life for that much bad kharma to come crashing down on you!
As far as rule breakers, we try to create a courteous, professional atmosphere right from the first time we have contact with the customer. We are friendly, but firm when we tell them to be sure to read their lease and the rules of the facility because we DO enforce them and that's why we have a facility that looks good and works well. First time someone breaks a rule, depending on the severity of it and whether it appears to be deliberate or accidental, we generally go with a friendly verbal notice and a clarification if needed. After that, they get The Lecture. NOBODY likes getting The Lecture.
And depending on how they respond, I may tell them that they may be happier at another facility that is much more casually run. (Translation: Go over to the storage place in the high crime neighborhood where they don't do walk arounds, don't monitor gate access, where there's paper and debris laying around the storage yard and they have had a number of break ins. You can do pretty much whatever you want over there. Or stay here and follow the rules.) I document all of it in our software records. If I have to deal with it a third time, they're going to be moving out, voluntarily or otherwise.
08-15-2008, 10:27 AM
How do you handle....
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