I have to ask ? I realize that my job as a site manager is to keep the customers happy to the best of my ability and certainly within reason. Recently I had an incident where another member of the team loaned her truck to a tenant of mine. Great favor and very well received, however the truck over heated. Now my first initial reaction to this was poor customer this has to be frustrating and we need to get this move and truck of of their hands asap. Moving alone is a chore who needs moving truck problems on top of that??? Much to my despair the customer contacted the manager of the other location since it was her truck.From there things went down hill.I guess the manager of this other location told them they need to get water in the truck right away and get it back to her property asap as it was going out again!!!!
My tenant refused (thank goodness ) at which time according to the tenant she was cursed by this other manager!!!!
My husband and I jumped right in the middle and took care of the truck the customer the move the everything and satisifed the customer who had every right to be frustrated. Now here is the question. Should I have called the owners??? I resolved the situation with the customer but I am thinking you can NEVER talk to a customer this way EVER!!! At the same time it is not like she is a newbie and does not know the rules(sorry all Newbies, no offense) I dont want to be the mouth and I DONT want to turn the other cheek either. What should we do when we are forced into a choice like this, do we always call in a customer complaint that allegedly involved verbal abuse by any member of our team? Or if we feel we made the right moves toward reassuring the customer and resloving the problem do we leave it there? What would you have done?

__________________
Lovin it.

This is just me -- ya know the guy who hates people ...

I would report the other manager. If it did not involve verbal abuse I would probably let it slide (with a short discussion with the other manager) but to verbally abuse a tenant is crossing the line in my book!

If that manager worked for me it would be their last day!

__________________
Wayne
All American Self Storage
Palmdale, CA.


All arguments can be resolved ... with high explosives and Humor!!!

Totally agree with Wayne here, BUT you need proof that the other Team Member actually did it. Did you hear them cursing the tenant? I would address it with the other Manager first. You do not want to run to the owners without the facts......

__________________
MusicCity Gal

I would ask the customer to file a written complaint and I in turn would also file a complaint with what I personally knew happened. Reveal the steps you and your husband had to take to appease this customer. Document and present. It should be part of your weekly report if you now feel the incident has been resolved. This is what happened, this is how it was resolved and this is how the customer was appeased. Your employer can be made aware of the incident without you feeling like a tattletale.

I like people, I just have problems with those who think they have the right to abuse others, and skate through life never being called on the carpet for it because we don't say 'enough'.

Troy

P.S. But, I like you Sandra. As my Daddy used to say 'You're Good People'.

__________________
just looking for our 'forever place' ..

http://selfstoragemgrteam.webs.com/

TROY!!!! As I was closing my day a bunch of your posts came thru!! I just wanted to say I AM SO GLAD to see you posting!! I have missed your posts!! I hope you guys are doing well!!

And Sandra is Good People!! She is such a contribution to the forum!!

Anyway, not what the thread is about, but I got excited when I saw you on here!! YAY!!!

All The Best!!!

__________________
MusicCity Gal

Thank you Troy and everyone for your help . I am going the written way from the tenant from now on. I know that the right thing to do was of course to tell, no doubt about that. I think however that I in fact was sitting on that fence of it being my word against anothers and that can sometimes not have a pretty outcome. In this case the tenant had gone through the abuse, then talked with my husband who then referred them to me by which time I think they were growing frustrated with telling the story so to speak. The end result was that the other manager apologized and we of course compensated in many ways here, but the tenant SEEMS to be fine and I use that word lightly, as this is not something I would soon forget. Having the tenant write it down is an excellent idea,because the problem is me becoming the representative for a tenant when I was not present for the actual incident. That was my rock and hard place. I did give them the corporate information to contact the owners, they did not because they were apologized too and they deal with me for their stay in storage and not the other manager. I must say though, that when this dark side of a person comes out, it leads me to wonder how long they can keep it hidden again? I mean ones true colors will always shine through, this time she might have bought some more time but that is all she has done here. I of course believe my tenants, because I know this other manager to be abrasvie for lack of a more abrasive word. In writing or direct from the tenant, then I am not the middle man is the road I think I should get on and stay on when I can. Thanks for your help. I for one, dont have the habit of ticking the customers off as I need my paycheck, but I seem to be looked on as the person who will do something about it and that sometimes puts me in a weird place.

__________________
Lovin it.