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Thread: The 10 Worst Types of Self-Storage Customers

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    TonyISS's Avatar
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    Question The 10 Worst Types of Self-Storage Customers

    Alright SSTers,

    Here's your chance to dish on those customer stereotypes that give you headaches and make you roll your eyes. Inside Self-Storage is working on a fun project for publication in which we need your help coming up with labels and definitions for the "10 Worst Types of Self-Storage Customers." We know many of you probably have nicknames or labels for certain customers or customer types. We would like to attempt to compile the best of the worst, which we'll share with the industry in the coming weeks.

    Here's what I'd like you to do. Give me a customer type, such as "The Check's in the Mail Guy," "The Weeper," "Creepy Stalker Dude," or what have you, and provide a definition explaining the common traits and behaviors you associate with that particular customer label. Feel free to also share a true story that illustrates why the customer type is so infuriating, makes your job difficult, etc.

    If any of the three examples I've given fit the bill, please run with them and give me definitions and examples. If someone suggests a customer label that resonates with you, please run with it, adding to the definition and examples as needed. The more we can use the same customer labels, the easier it will be to finalize a top 10! Be creative but tasteful.

    Thanks for your help! Now let's start dishing!
    Tony Jones
    Manager, Inside Self-Storage Store
    Former Community Manager, Self-Storage Talk
    VIRGO
    tjones at vpico dot com

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    Default Re: The 10 Worst Types of Self-Storage Customers

    Stinkers......

    These are the tenants that come into your office smelling like they have not showered in over a month. I have several regular tenants that fit this mold. I see them coming in and I start holding my breath. Spray down the chairs after they leave.

    The I am not a lawyer but I stayed in a Holiday Inn Express people......

    The ones that seem to have a grasp of the laws and claim we are breaking them, but have no clue what they are talking about.

    The down right @!%$#'s......

    I have a normal customer that is just downright cranky and rude all the time (my boyish charm has weakened her meanness over the years), I usually try to make sure I am here on the days she comes in to make her payments to make things go easy. We have had several others that fit this mold but this one has been a customer over 15 years.

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    geraldine1051 is offline Senior Member
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    Default Re: The 10 Worst Types of Self-Storage Customers

    Smokers...

    They have just finished smoking a cigarette, cigar or marijuana in the car with the windows rolled up and come into the office surrounded by the odor. After the smoker leaves, the office reeks! I have to open the windows even in cold weather. Sometimes burning a scented candle helps, too.

    Yeah, smokers have to be one of the 10 worst.

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    Default Re: The 10 Worst Types of Self-Storage Customers

    How about the..."I couldn't pay my bill because I took my kids to Disneyland" customer. No--seriously. I get that one constantly. Drives me crazy. Do they really think I'm going to be sympathetic to that?

    Or...

    I know my bill is due on the first, but I don't get paid until the 23rd? Hello...you signed a contract that said you would pay me on the first of each month. You get to pay late charges if you are THAT stupid that you can't pay the bill that is due one week from the day you get paid!

    Give me time...I could go on and on and on.....I could write a book!!
    Autodoc, Gina6k, DBMINI and 6 others like this.
    Have you ever stopped to think and forgotten to start again?

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    astro is offline Moderator
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    Default Re: The 10 Worst Types of Self-Storage Customers

    2nd generation wealthy. They seem to think that we owe them something, and expect to get it from us. Sorry. Not here.

    Hey, now. I use The Holiday Inn Express thing on UHaul customers. I had one call me from Macon, Ga with a broke down UHaul, and asked me to come take care of it. Duhhh. I don't think so.
    Last edited by astro; 13th February 2013 at 09:54 AM. Reason: forgot a letter
    Autodoc, Gina6k, RandyL and 4 others like this.
    Bob Taylor (Astro)
    Blue Ridge Self Storage
    Cashiers, NC

    Disclaimer: What Gina said....'cause the the cheese fell of my cracker.

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    Default Re: The 10 Worst Types of Self-Storage Customers

    Drama Queens - They come in all varieties.

    The ones who don't have to follow the rules, but damn you when you enforce them.
    The ones who try (very unsuccessfully) to play dumb. (Customers, do NOT try this one on another female, it's a lose-lose proposition)
    The ones who think if they scream, yell, curse, stomp their foot & cry they will win the argument. Yeah, I don't think so, this is my Fiefdom.
    The ones who think the world owes them because they are downtrodden. (Insert your own picked upon preference here)
    The ones who... Baskin & Robbins doesn't even begin to equal the number of flavors of Drama Queens.

    I figured I'd do the post about the crazy females so our male members don't get beat up on for picking on "helpless" females.

    Oh and don't forget the ones who are picked upon because the person behind the counter is a male and males just don't understand...!
    Last edited by Gina6k; 13th February 2013 at 01:37 PM. Reason: one more thought
    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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    TonyISS's Avatar
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    Default Re: The 10 Worst Types of Self-Storage Customers

    This is a great start! Thanks to all who have submitted ideas thus far. Let's also think in terms of tenant behavior and bad habits on the premises (can't remember access code, blocking other tenants from being able to get to their units, suspicious behavior, etc.), not just in dealing with you in the office.
    Tony Jones
    Manager, Inside Self-Storage Store
    Former Community Manager, Self-Storage Talk
    VIRGO
    tjones at vpico dot com

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    Default Re: The 10 Worst Types of Self-Storage Customers

    Let's see...it's Sunday afternoon (we're closed on Sunday) and my phone rings because you are denied access at the gate...because you are 2-1/2 months behind on your rent...but you need into your unit and you are trying to pay today, but no one is in the office---can I come down and take your payment so you can get in? NO!! Especially since you talked to my "Saturday girl" YESTERDAY when she called and reminded you that we still hadn't received your payment! Then, you want a discount since you drove all the way from your house, which is 25 miles away and I wouldn't let you in! Yeah--no discount!!
    Have you ever stopped to think and forgotten to start again?

 

 
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