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Thread: Flooded units
27th October 2009, 03:11 PM #1
We had a unit flood after the last real rain storm. There was about 2 inches of water on the floor, and it was coming from some point on the wall (an outside wall), and still running down.
We immediately moved the customer to a different unit. My husband had offered to help the customer move, but she felt more at ease with her own guys moving her. She ended up paying $60 to her guys.
My RM is saying that it was the customer's choice whether she wanted to move to a new unit, and that my husband could've shop-vacc'ed her unit for her instead. She is essentially refusing to credit my long-term customer's account $60 on a $228 dollar unit.
What would you do? Any suggestions?
Thanks for letting me vent....Oy Vey....The customer isn't always right, the trick is making them think they are!
27th October 2009, 03:37 PM #2Junior Member
- Join Date
- Jan 2008
- Caldwell ID (Boise)
Relief Manager Refusing To Credit Tenant
Your "Relief Manager" is refusing to credit your long term tenant? I assume that you are either the manager or owner of the facility? I am also assuming that RM means relief manager. A lot of assumptions here. If indeed you are talking about a relief manager refusing to do anything that is legitimate, especially something that will keep you on good terms with a long term tenant then why are they still your relief manager?
27th October 2009, 03:44 PM #3
RM = Regional Manager...The customer isn't always right, the trick is making them think they are!
27th October 2009, 05:38 PM #4
I would ask the Regional Manager what his/her criteria are in regards to customer service, then you'll know in the future whether you can expect in regards to support or not based on decisions you make as the person on the front lines.
We would have done the same thing, move them out and offer to pay for the relocation within the property. I can state this emphatically as we had to do it once when a relief put someone into a newly epoxied and not dry unit. The boxes were sticking to the floor, and what a pain it was to re-finish that floor, but the customer was thrilled with the immediate action we took, that we admitted our mistake and the level of customer service we provided.Gina 6k
Cochrane Storage dot com
Morgan Hill, California
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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.
27th October 2009, 11:15 PM #5Senior Member
- Join Date
- Dec 2008
- Raleigh NC
I'd have paid the $60 in a heartbeat against a $228 unit with a long term customer. Probably given her a free month. Especially if you needed her out to fix the outside wall.
It's the RM's call though. But once you know about the leak I beleive you're liable so getting her moved is important.
28th October 2009, 09:59 AM #6
We just had the same thing happen. Thank goodness my district manager says whatever you decide is fine. I still ran it past him....gave them month of October free, and will take $25 off the next 2 month's rent. They had a couch ruined (moldy) and an ottoman soaking wet after a heavy rain. This was one of the newer units built on site a little over a year ago. They had been in it over a year with no problems. One dissatisfied tenant can ruin your business---if you have good customer service you may tell one person---but poor service & you tell many people!!! (Pat)