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7 Deadly Customer-Service Situations

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  • 7 Deadly Customer-Service Situations

    Ever find yourself in a tricky situation with a customer? I'm sure you have once or twice. Great article from Stacie Maxwell at USG on how to handle some common scenarios. What do you think? What would you add?
    Amy Campbell
    Editor
    Inside Self-Storage
    amy.campbell@informa.com

    @AmyCampbell_ISS
    480.281.6091

  • #2
    One of the things I think needs to be mentioned-Tenant refuses to follow the rules. You're right, they're being a pain in the keister and you just want them gone, but you're willing to give them ONE MORE chance. Maybe.
    Otherwise, great article!
    90% of what you're stressing about now won't even be relevant in a year. Breathe easy. ~Wesley Snipes

    WA State

    Comment


    • #3
      Yes, those rule-breakers are a serious problem! I blogged about this some time ago.
      Amy Campbell
      Editor
      Inside Self-Storage
      amy.campbell@informa.com

      @AmyCampbell_ISS
      480.281.6091

      Comment


      • #4
        I don't have much to contribute but hopefully this helps:

        I have a tenant that doesn't want to receive reminder or delinquency calls. Was rude me to over the phone back in December when I called to give a reminder. Said he would pay when he had the money. Tenant is a contractor and out here they get paid when they get paid. My relief manager Diana just called him and his alt contact to give a rent reminder. I didn't notate not to call him and she thought I had recently tried to call him.

        Boy were they rude! Alt contact, his mother, said she didn't want to be notified at ALL. Diana called her after she couldn't get in touch with him. Then he called an hour later to b*tch Diana out for calling. Said he would pay when he pays. I AM TOO THROUGH with this type of behavior! I was going to send him a lease termination notice after he calls and pays in a week. But given his bad temper I opted not to do that. So I'm going to go a different route.

        I want to see if he'll put his money were his mouth is. I'm going to request that he provide a notarized written statement that he doesn't want to receive phone calls about reminders and delinquencies. He did say that he had no issue with receiving emails. Delinquent letters have to be sent by mail per WA state storage law...pre-lien, lien fee, notice of lien sale, and final sale of disposition. Not his choice if he wants to receive those or not.

        I'm a little nervous on how he'll react but we have a job to do. We've let the patients run the asylum for too long. It's time to take back control. I mean business this time. I've been called a "Storage Nazi" in the past but they ain't seen nothing yet

        Comment


        • #5
          First, I wouldn't give two craps about what he likes or doesn't like. If the owner wants the calls made, you make them. The tenant doesn't get to tell you what is acceptable. Bad temper or not, send the termination notice or they are truly trying to run the asylum. If you stick to what the owner wants and the lease says then you are in the clear and they can pound sand.

          Second, I know it doesn't sound like it sometimes but I truly hate conflict. That is why the tenant always gets told what I am going to do. They don't like that then move out. I don't care if it is a contractor or the school librarian, they do not get to dictate how I do my job.
          "Never let the inmates run the asylum!"

          Comment


          • #6
            I wouldn't even bother with this guy anymore. I'd have a lease termination notice ready to hand to him the minute he pays. People like that don't care that you have a law to follow for collection calls. Temper or not, when he pays, I'd give him the notice...hand it to him, mail it, email it. Just give him his notice and get him out.
            Too many freaks, not enough circuses.

            Comment


            • #7
              I have one of those on my chronic offender list. She's on disability and pays after the due date but before the late fee every month. So, every month she receives a "friendly reminder" email and letter. Which she then sends me a nasty email to complain about.

              "I told you I don't get paid till the third and that could be my rent due date!" No, ma'am, rent is due on the first - I told you that you won't get a late fee until the 9th so as long as you pay by then, you won't get locked out with extra charges. But you ARE paying late and that will trigger a letter just like everyone else gets.

              Comment


              • #8
                Bad tempers are not allowed here. If I can't have a temper tantrum at a customer, then they can't either! If they don't want notifications we don't send them, at least until they are delinquent. Everyone gets notices when they are delinquent whether they want them or not. If they get nasty they are asked to leave. If they don't we call the Sheriff to have them escorted off the property. If its on the phone we let them know if they don't tone it down immediately we will hang up. If its someone harassing my girls then they get to see my bad side. I have a really hard time being patient with bullies, I WILL NOT put up with someone treating my employees like that. There are too many adult 2 year olds out there!!!
                "I don't understand your specific kind of crazy but I do admire your total commitment to it!"

                Comment


                • #9
                  I disagree with the "REFUND" section. It entitles the customer, and we have had a couple that are perfectly fine with their unit for 2 or 3 years, then complain that it wasn't big enough or whatever and demand a full refund for their entire stay. Nope, not gonna happen here. Leave me a bad review all you want.

                  If it is something that is my fault, absolutely the customer should be compensated some sort of way. Maybe a free month of rent or a rent credit (we have done that a couple times). Customer is happy, makes you look good, and no money directly out of pocket.

                  Comment

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