» General

It is far more cost effective for a property management company of an apartment complex to be able to retain current renters than it is attract new ones.  Finding new tenants can be expensive and time consuming.  It includes the costs of advertising, background and credit checks on potential renters, personnel to show the units, etc.  Retaining the majority of current tenants can be as simple as having at least one competent and reliable Handyman on staff.  This person also needs to know his limits, so if there is a problem the handyman will know who to call for help.

A handyman that works for a property management company needs to be available 24-7.  If a tenants heater goes out in the middle of the night or if the water stops working on a Saturday afternoon it is crucial that someone be able to fix it immediately, and not wait until normal business hours.  Then there are always the everyday things the property management company needs to be sure is constantly maintained.  Broken windows and doors need to be repaired, leaking pipes and clogged toilets need to be fixed and light bulbs and smoke alarm batteries need to be replaced.

When a tenant moves out of an apartment it is the perfect time for the property management company to have the walls painted, the carpets steam cleaned, and the old appliances replaced.  The handyman employed by the property management company can also change all of the locks for better security. 

The curb appeal of an apartment complex is always important.  A property management company in the northern part of the United States has four separate seasons to be concerned with.  During the winter months it is imperative that the handyman employed by the property management company be prepared for ice and snow.  Parking lots, private streets, and sidewalks all need to be cleared and salted for safety.  Special care needs to be taken to be sure water pipes do not freeze in the cold weather, and assisting tenants with weak car batteries or vehicles in a ditch is great customer service, and will be remembered by the tenant.

In the springtime a good property management company is prepared for work on lawns, bushes, and trees, etc.  The property management company needs to make sure the handyman has working lawnmowers, weed eaters, and ladders at his disposal.

During the summer months the property management company needs to be sure the grass is mowed and the gardens are weeded.  These areas also need to be watered on a regular basis if it is permitted by local ordinances.

Autumn is the most important season for a property management company as far as the outside of the apartment complex.  It is important that garden hoses be put inside and that all spigots are completely shut off so they will not freeze, leaves need to be removed from gutters so rainwater will flow freely and lawns need to be raked and debris removed so the grass will grow in the spring.

A responsible handyman is one of the most important things that a first-class property management company can have.  This person can make a huge difference as to whether current tenants renew their lease, or look elsewhere for a place to live.

South Nashville, 14985 Old Hickory Blvd, Nashville, TN 37211

Property Management

Shopping

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Because Bestmark has such a large and assorted group of Mystery Shoppers they are able to assist a multitude of clients from all different segments of the business world.  They can aid clients that have a small Mom and Pop type of store all of the way up to large Fortune 500 companies.  And Bestmark has expertise in a wide array of businesses, from retail to casinos to movie theaters and so on. 

Bestmark is located in Minnesota and has been around since 1986, growing in size every year since its inception.  They have thousands of mystery shoppers throughout the United States, Canada, and even parts of Europe.  An exciting aspect of the company is that they give a portion of their profits every year to organizations that deal with issues for women and children.

Bestmark was one of the first in the mystery shopping industry to utilize the Internet.  They have invested over a million dollars to develop their web based program, which can be customized to each client’s need. They even have in house MIS personnel to assist its clients.  This allows them to integrate their programs with the client on their own customer surveys, sales figures, and other pertinent data.

Mystery shoppers are well screened by Bestmark to ensure that they are observant, responsible, and able to be objectionable.  The ability to follow directions and good communication skills are also a must.

Bestmark Mystery Shoppers may be told what restaurant to eat at, or what store to phone and file a complaint, or what bank to go to and make a transaction.  After completing their task the Shopper then fills out a survey on their website, answering the questions the client has dictated.  The questions may pertain to how the food tasted, or how the complaint was handled, or how long it took for a bank teller to help him. 

Bestmark is able to assist their clients in other services beyond just mystery shopping, such as telephone surveys, audits, exit polls, etc.  They know that an integrated approach is the best solution and will achieve the best results.  Bestmark works one on one with the client to determine the programs that will be most advantageous to their business and that will help to achieve and surpass their goals.

Because they use the Internet their clients have access to reports and other information 24/7.  The access to this tangible feedback is fast, and the reports are consolidated and easy to read.  The client is able to recreate these reports on any computer, anywhere in the world provided they have the proper passcodes. 

Bestmark clients can use these reports to their advantage, and for many different purposes.  It can be used to rate the company products compared to the competition, to track employee performance, for training and coaching purposes, etc.

Pertaining to the earlier examples the restaurant may use the reports to get a new vendor for the seafood, or the store may set up a new designated phone number for complaints, or the bank may initiate an incentive program for employees. 

Bestmark defines itself as a Great Partner for American Finest Corporations.  This may very well be an apt description. The sky is the limit with what can be done with information learned by using Mystery Shoppers through them.

North Carolina Storage Units

Tarlas Shop of Mystery

Hermitage location, 3986 Central Pike, Hermitage, TN 37067

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An incentive is defined by an Internet dictionary, as something that incites or tends to incite to action or greater effort, as a reward offered for increased productivity.  Everyone uses incentives in our everyday lives.  Youngsters get to watch TV after their homework is completed; teenagers get to drive the family car as long as their grades are good, and salesmen get a bonus check for surpassing specific goals.  Incentives are a great way to get people motivated, and can be used to have fun at the same time.

The PhoneSmart Secret Shop Department is using a remunerative incentive for January. A major problem for the trio in this department is that every month they have to coordinate about two dozen part-timers.  They have people who make mystery shop calls, evaluate calls, combine these two tasks and construct feedback shop calls, burn CDs, email/snail-mail reports to the clients, etc, etc.  Certain jobs obviously must be completed before others can begin.  The whole process is like a well-oiled machine, and when one cog is out of whack it causes a lot of problems on down the line.  And needless to say, with so many people involved every month there is at least one person that does not complete their responsibility in a timely manner, throwing everything off kilter.

So for January, they have enacted an incentive program.  Everyone whose assigned tasks are completed by a specific due date has his or her name put into a hat for a drawing.  The winner gets (drum roll, please!) a $20 gas card! 

Okay, it’s not much, but it’s still a lot of fun.  We have all been talking about it the whole month.  How we are going to buy this or that – or maybe even some gasoline! – With our winnings.  As of yesterday everyone had gotten their assignments turned in on time. 

The idea of getting entered into the contest for the prize has been a far more pleasant experience than being worried about something negative.  Getting this turned in later than Friday will my commissions being decreased? Or, will the manager put a write-up in my employee file? Or even worse, employees thinking that it makes no difference when they get things completed.  Having a POSITIVE motivational tool promotes a positive, motivated environment. 

Incentives, if used wisely, can be a great tool to help motivate employees to accomplish and maybe exceed certain goals.  Remember though, in order for any type of an incentive program to work, (whether it is a positive or negative reinforcement) management MUST follow through.  Otherwise, it is all a mute point.

There is already buzz around Secret Shop about next month having the prize being a $20 gift certificate to a restaurant for Valentine’s Day, so the winner can treat their sweetie.  Who knows, maybe in the future we will have a Pie-in-the-Face contest, where the winner gets to throw a pie in a manager’s face!  The possibilities are endless!!
 
And yes, the car is a little low on gas this week, in anticipation of winning the gas card. And which manager will get that pie in the face, hmmm.

Storage Concierge is your premier Storage, Storage Unit, Car Storage, RV Storage, Furniture Storage, Boat Storage, Yacht Storage, Self Storage finder.

Florida Storage Units

Storage Unit

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Over the Christmas holidays I had the opportunity of going out with my family on my Aunt and Uncle’s boat. They called and wanted to see if we would like to go out later in the day for a sunset cruise. We agreed and met them at their beautiful home in Tierra Verde, Florida. They live on the intercoastal waterway, which means their home is on the water and different channels will get you to the Gulf of Mexico. My Aunt does not use boat storage because they have a large dock off of their backyard that has tie-ups and a small boatlift to keep a boat dry. The boat we would be going out on was a 43-foot cabin boat that had 2 bedrooms and 2 bathrooms, kitchen and upper deck. It was huge! We had a great trip and saw lots of dolphins and a colorful sunset. The inside of the boat was laid out so precise. There is not much room to spare on boats so every space is utilized. Boat storage took on a whole new meaning. Every cabinet, every inch of floor had a purpose, even the bathroom and shower were compacted for boat storage. Someone did a nice job of designing and allowing for storage on the boat. Thanks Chris and Jay!

Written by Natalie Thomas, TQAS agent.  

Storage 

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Property Management   

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The New Year is upon us and we would like to remind you that you can still attend the Inside Self Storage Expo in Las Vegas. The event will run February 5-8 with the exhibit hall open on the 7th and 8th. The Inside Self Storage Expo is the premier event to start the New Year. There will be over 350 booths of all items related to self storage. Be sure to register soon because this event is one you will not want to miss. During the Expo, come by the Round Table discussions to see PhoneSmart Director, Tron Jordheim and Total Quality Assurance Service Director, Sarah Little. The Round Table discussions always fill up so go early to secure your seat at the tables that are of interest to you. The Inside Self Storage Expo will be held at The Venetian and Sands Expo center.

PhoneSmart will be represented on the Expo floor at their booth. Stop by and see us for information on call center services, secret shopping, training, Role Playing, and more. We would love to say hello, so stop by and visit with us for a few minutes.

Written by Natalie Thomas, TQAS agent.
 

Storage Unit 

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Property Management   

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Christmas is different around the world and even here in Florida the season is different than back home in Missouri. There is no snow on the ground, and barely cool at night. The grass is green and the air conditioning is running. Even Christmas parades are different here. Boat parades are how some Florida residents enjoy the season. They deck their boats out with lights and music and folks having a great time. It is really something to see, boats coming down the channel with reindeer, dolphins, palm trees, hammocks, and Santa Claus of course.  It is fun for the whole family standing by the waterway, and watching the lighted boats go by. People on the shore wave and clap for each vessel and the people on the boat wave back.

Lots of boats equal the need for finding storage for boats. Many people dock their boats, but many want their boats stored out of the water. Boat storage is very popular in places where there is an abundance of boats and boating crafts. Yacht storage is another storage option for those who have a different kind of boating vessel. Yacht storage is specialized boat storage, with the storage areas allowing for the different structure of the yacht.

Written By Natalie Thomas, TQAS agent.

Self Storage

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Property Management

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It’s Thursday morning, five days before Christmas, and Poof! the PhoneSmart lights all go out!  The weather is foggy outside, but it’s not storming.  What is going on?

Some people hunted for flashlights, some called emergency numbers, and others went outside.  Standing outside we saw that the lights were out in the entire neighborhood, and then we saw the fire engines rolling by.

Soon thereafter we heard a whirring noise.  Our emergency generator had kicked in.  Our lights were out, but the computers and telephones were still working.

So it was time for the phone reps to go back to work.  We could see our computer screens just fine, but it was difficult to see necessary numbers on our telephones.  We improvised by having a designated flashlight-holder; anytime a phone rang, she came by and shined the light on our phone.  We contacted our director Tron and asked him to stop and purchase more flashlights.

The computer guys scrambled around to find box fans.  I was amazed at how quickly the server room got hot!  The computer things were all cranking away, but the air conditioner went out.  Luckily, December in Mid-Missouri is pretty chilly, so they were able to open a window and use fans to blow the cool air around.

In the kitchen and the bathroom we lit jar candles to help see in the complete darkness.  The pleasant scents helped with the ambience.

And wouldn’t you know it?  As soon as Tron walked in the door with more flashlights, the lights came back on.  It seems someone hit a telephone pole.  The power company was able to get things restored in about an hour, but PhoneSmart was not deterred.  We were able give free storage quotes and rent storage units for our clients within minutes!!

Written by Ann Sheehan

Self Storage

Self Storage Article Directory. Visit our Car Storage Section.

Secret Shopping

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Have you ever telephoned a business and been put on hold?  And then you got that hum-drum, monotonous, boring music?  Or even worse, you had to listen to some pre-recorded sales pitch yelling at you?  But you knew you HAD to hang on and put up with the annoyance, or you would loose your place in the dreaded telephone queue?  And the only alternative was to call back, and start the whole process all over again?  Of course you’ve experienced this, we all have.  That is just a part of life now in America in the 21st Century.

Once again, our PhoneSmart Director Tron Jordheim has come up with an outside the box solution.  Instead of the customary Hold Music/Elevator Music that we all hear while waiting on hold for a self storage quote, he has recently installed a fun repertoire including Knock Knock and other jokes for those folks that have to wait for a self storage representative.  Even if a person waiting for self storage finds these jokes to be childish or maybe even annoying, at least the caller is probably paying attention, and that is the ultimate goal!
 
Here’s just a sampling of Tron’s wit:

Knock Knock
(Who’s There?)
Norma Lee
(Norma Lee who?)
Normally, I ring the bell!!
 
Knock Knock
(Who’s there?)
Ben
(Ben Who?)
Been knocking so long my knuckles hurt!
 
Why did the cookie go to the doctor?
Because he felt crumby!!
 
Knock Knock
(Who’s There?)
Althea
(Althea who?)
I’ll thee ya soon!

Compiled By Ann Sheehan, PhoneSmart Call Center Representative

Self Storage 

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Secret Shopping

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As a phone rep at the PhoneSmart Call Center it always amazes me how many times a day my customer does not listen to a word I say.  Sometimes it can be frustrating, and other times it is just downright funny.  But every now and then I get a caller that is fully attentive to what I am saying; it is just we both are talking about something entirely different!  Here are just a few examples of conversations I have had this past week.

A customer called and was desperately in need of storage.  The first thing I did was verify that our location on Hwy 54 was going to be convenient for them.  After she concurred, I continued with the rest of my spiel.  The Problem?  Eventually we both discovered that she needed a unit at our facility that was forty miles away from the location that I was telling her about.  It seems both are located on Hwy 54, just in different cities that have Florida self storage.

A customer called and said he needed something fifteen feet long.  I confirmed that we had a convenient location, explained our great amenities, verified he needed it next day, and gave him the price.  I got agreements on all of my five agreements, as I have always been trained.  The Problem?  He needed a rental truck, and I was discussing a storage unit.

A woman called and asked if we sprayed for bugs.  I explained that we have a regular, diligent pest control routine to stop any problems before they even have a chance to start.  The Problem?  It seems she has severe allergies, and is allergic to all fumigants.  She was looking for a property that never uses any pesticides.

Written by Ann Sheehan, PhoneSmart Call Center Representative.

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Lorenzo Lawson and I met several years ago when we were both phone reps at the PhoneSmart Call Center.  He was a dear friend to me as my mother passed away, and he has since moved on with his ministry skills to help others in need.  Bishop Lawson is involved in many different projects, one being the Youth Empowerment Zone, better known as YEZ.  PhoneSmart self storage call center is proud to be corporate sponsor of YEZ. 

YEZ is inspired by the Harlem Children’s Zone, which has been around since the mid 1980’s and has had a great deal of success.  The goal for both organizations is to assist troubled youth into becoming accomplished adults.  Here are just a few of the core principles put into place by YEZ, as quoted in a local newspaper.

•  We believe every young person has unique talents and abilities.
•  We believe that if provided with adequate resources and tools, every young    person  can create a successful future.
•  We believe life-management skills are necessary for success.
•  We believe positive relationships with adult role models positively influence youth.
•  We believe a person’s current situation or economic status is not indicative of his or her potential or ability.

Obviously, YEZ is looking to the community and people of all walks of life to assist in this project.  As a proud partner of this worthy organization, PhoneSmart has hired several of their youth and we have provided job mentors.  During our slow winter season these next several months some of our self storage employees will be working with Lorenzo and the Youth Empowerment Zone in many different capacities.  Remember, It takes a village to raise a child.

Check out the article about the Harlem’s Children’s Zone on the self storage blog website.

Written by Ann Sheehan, PhoneSmart Call center Representative

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