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Thread: I'm at it again.

  1. #1
    Gina6k's Avatar
    Gina6k is offline Moderator
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    Default I'm at it again.

    A seriously delinquent (auction tomorrow) customer came in today to pay. I passed her an auto payment form and let her know we can take a debit card as well as credit cards so she doesn't have to pay late fees again. Well, she wasn't interested. I tried to give her a "heads up" kind of "on the sly" <wink-wink> that it's policy to terminate a tenancy when a customer is repeatedly on the lien list. Whoa-boy did the attitude come flying out of this one!

    "It doesn't say that in your contract!" Actually ma'am, yes it does paragraph 7, line 3... and the contract you signed also says your rent is due and payable On or BEFORE the 1st of each month." If you'd like we can charge your rent for you each month... She: "I don't want to do that! I have other storage I'm dealing with, I don't need this."

    Okay, so I backed off of that and simply tried to verify that her PO box and cell number were current and I was greeted with "I got that letter you wrote to me." Me, okay so the info we have is current then, I just want to be sure you are getting our messages.

    She says "I already told you I got that personal letter you wrote to me." Me, confused; "I'm sorry, I didn't write you a letter." She: "Yes, you did! You wrote in how much I owe you and that I have to pay all these fees and... her diatribe continued and she finished up with and you put your name at the bottom too."

    Okay, this one didn't get into any Mensa programs as a kid, that's for sure. I quietly explained those are legal form letters and yes my name is on them as the company's agent. I said; "I'm sorry, that wasn't a personal note directed to you. It is a legal notice required by law, everyone who is delinquent receives the same form letter."

    She: "You don't need to speak anymore! I won't tolerate this bad customer service!" The "talk to the hand" gesture clearly evident as she said this and walked out.

    I just wish I could have had a really snappy retort ready to respond with. Seriously? Me? Bad customer service? One of these days I will not bite my tongue and someone will have the opportunity to call me a witch and it will be well-earned, and I will own it! But that day hasn't arrived quite yet. It may be getting closer, but it wasn't her lucky day.

    And since I'm on a roll, the next person who walked in was a gentleman who came in saying he's being "denied access" to his unit as someone locked one (of the 3 doors) of the hallway doors that he can access his unit through. I spent the next ten minutes graciously listening to all of his suggestions on how I should rectify this problem.

    It's true, I just fell off the ole turnip truck and I haven't a clue what I'm doing here. Just thought you'd all like to know that. Everyone have a great day and keep smiling, it'll drive the nuts crazy.
    Gina 6k
    CochraneStorage dot com
    Morgan Hill, California
    twitter.com/CochraneStorage

    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.

  2. #2
    SMSSId's Avatar
    SMSSId is offline Senior Member
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    Default Re: I'm at it again.

    I just love the self storage business with all its super friendly, go the extra mile clientele. Especially when you mix the can’t do no wrongers and never pay on timers.
    When I have a challenging day, I just call on one of my good friends Mr. Jim Beam or Captain Morgan.

  3. #3
    Gina6k's Avatar
    Gina6k is offline Moderator
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    Default Re: I'm at it again.

    Mmm, Captain Morgan.
    Gina 6k
    CochraneStorage dot com
    Morgan Hill, California
    twitter.com/CochraneStorage

    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.

  4. #4
    RichardandBeverly's Avatar
    RichardandBeverly is offline Senior Member
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    Default Re: I'm at it again.

    Gina, I don't have those problems. I opened some units today, two for the second time. So when they come in to pay up, they will be getting 30 day to vacate notices. And the last person to talk to my wife like that, got a 15 day to vacate notice. No more problems.
    PS I also never say I'm sorry unless its something I actually did that was wrong.
    Last edited by RichardandBeverly; 14th January 2013 at 11:24 PM. Reason: add PS
    Richard and Beverly
    Park Inn Storage
    Odessa Texas

  5. #5
    dakselfstorage's Avatar
    dakselfstorage is offline Senior Member
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    Default Re: I'm at it again.

    Gina, The next letter from me would not make her happy either. The letter I speak of is the dreaded rent raise letter. If you are to want to store with me and be an a$$ I can give you a letter that makes it worth the problems they give.
    Joe Krezdorn
    DAK Self Storage
    Leesport, PA 19533
    www.dakselfstorage.com

  6. #6
    FHARumRunner is offline Senior Member
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    Default Re: I'm at it again.

    Tell her to move to the east coast, I've got the perfect unit for her, and the first time she's late I will write her a personal letter demanding payment. If she has the gall to talk to me like she spoke to you she better bring help. I do not tolerate any of the modern day displays of stupidity from anyone. While she was running her mouth I would be printing the rent increase letter and notice to vacate so I could save the postage and ensure delivery.
    The End Is Near!

  7. #7
    70mc is offline Senior Member
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    Default Re: I'm at it again.

    Quote Originally Posted by FHARumRunner View Post
    While she was running her mouth I would be printing the rent increase letter and notice to vacate so I could save the postage and ensure delivery.
    LOL. I like that.

  8. #8
    Gina6k's Avatar
    Gina6k is offline Moderator
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    Default Re: I'm at it again.

    It gets better, she called my employee today to complain about me. He knows me well (15+ years) and knows how I deal with the difficult ones, as he's witnessed it firsthand. Rent increase letter going out. And that 10-day termination notice... if her rent is late again... I'm sending her to FAHRumRunner!
    Gina 6k
    CochraneStorage dot com
    Morgan Hill, California
    twitter.com/CochraneStorage

    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.

 

 
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