20th February 2010, 01:17 AM #1Junior Member
- Join Date
- Nov 2009
Tenant upset she received a Pre-Lien notice.
She calls me today and goes off on how we offended her, and that she will be moving out because of our terrible service. I assured her that we take the same steps with every customer but she wasn't hearing it. She's 25 days past due and she is mad at us. I love this job.
Last edited by Tom W; 20th February 2010 at 01:19 AM. Reason: spelling
20th February 2010, 02:31 AM #2
She can move out when she pays in full. That's what I love about pre-lien notices.
20th February 2010, 10:04 AM #3
I love the ones who wont take responsibility for their own actions!!!
We get those every now and then -- they can't understand why they have late fees ---- here's a clue:
IF YOU PAY ON TIME - YOU DON'T GET A FEE!!!!
Of course some people are a little dense!Wayne
All arguments can be resolved ... with high explosives and Humor!!!
20th February 2010, 11:07 AM #4
TomW - Add to your story someone who is on 'autopay' who's credit card (debit) is more often than not denied. We have to keep notes on each time we try the card and then when they finally open the 2nd notice PLN they get ticked.
We then explain, you ignored our phone messages and the late notice so you now owe $25 more; and yes I know your unit rent is only $49 but what do you want me to do about it? It's your responsibility to pay your rent on time. We process or attempt to process your credit card as a courtesy. If the money ain't there, it ain't there. People! You gotta love 'em... you know the rest.
As for your terrible service... you can simply explain how you are following the law and no matter how valuable she thinks her things are, or how self-important she thinks she is that her belongings are not worth risking your job over by not doing your job right. Then put the blame back on her. Does she really think that she has enough value in her stored things to support you while you look for another job. Put the blame back squarely where it belongs. Don't take the blame, lay the guilt back on them.
Most times when you put it so bluntly, the customer will acquiesce and accept responsibility. No matter what, you're here and can vent and we understand. Don't let them get to you, or they win.Gina 6k
CochraneStorage dot com
Morgan Hill, California
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.
20th February 2010, 11:18 AM #5Senior Member
- Join Date
- Dec 2009
- SE Kansas
I had one several months ago on a Saturday the gate had them locked out, I politely explained it to the son what was going on, he called the father who cussed me out on the phone instead of in person. Then the mother came in and more less called me a liar about the gate and how I purposely did it and threw the check at me and stormed out after I smiled and said have a nice day. I processed the check and the gate let them back in, so they went back to their unit.
The father called me back up and cussed me out some more and said because of me they were going to move out.
I was very polite and professional through the whole thing and guess who is on my delinquency schedule and locked out of the facility this month..Countryside Self Storage
20th February 2010, 12:27 PM #6
We had a tenant one time who's credit card didn't go thru one month. We called and called but he never returned our calls. So one morning we get to work and there is an angry message from him. He couldn't get in the gates to get his boat. He lost $600.00 dollars and some one was going to pay him for it! So my wife explains to him how the gate lock out works. (he has been here for years!) During the convo he shot himself in the foot when he said, "Now how am I going to get my boat back in there?" Turns out he followed someone in and got his boat after all. I guess he thinks we are stupid..we watched the tapes and saw him get his boat! He is still a tenant with us and haven't heard another peep from him.
20th February 2010, 03:00 PM #7
Thus refer to my VENTING About Late Fees Thread!!
I just don't understand how people not paying is MY Fault!! Let them move out!!Stephanie Tharpe
District Sales Manager
A+ Storage of Tennessee, LLC
20th February 2010, 04:44 PM #8
Gina gets extra credit for using a $2 word in a coherent sentence on a Saturday.