Repetition

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If you’re a parent or ever where the parent of a youngster, then you can relate to this sound before…  “Mom, Mom, Mom, Mom, Mom, Mom, Mom,”  (same goes for “Dads”, I don’t want to leave you “Dads” out, because you get the same as we “Moms” do.  “Dad, Dad, Dad, Dad, etc”)  Anyway, you get the point.  Sometimes it wants to make you just scream.  But what do we do.  You calmly reply, “Yes, honey?” 

Not saying that grown adults are anywhere near the same as a child, however, if you manage employees in your self storage business, you will get asked muliple questions on the how to’s and the in’s and out’s.  And there is no doubt, that with the majority of your employees will you have to repeat yourself over and over again.  If your employee has a question that you have explained numerous times, tell them again.  If they’re asking that means they are interested in learning the right way to do it. It’s better that they ask you repeatedly until they understand the self storage industry rather than the employee who never asks and does it incorrectly. 

As parents, we learn to repeat ourselves over and over so our children understand.  People are people and in the “ideal” world, all adults, all employees will retain the information that you gave them the first time and never have to ask again or they will do it the correct way, without ever making a mistake.  Sounds like a bunch of robots if you ask me.  Sure you may have some employees that retain every piece of information that you’ve ever given them, but those are the talented few that can do that.  But if you have an employee who is overall dependable, friendly, professional, understands the job, does their job, but has questions on a few things, that’s to be expected. Work with them. If you have a self storage customer who asks you the same question twice because they don’t understand, are you going to bite their head off?  Or are you going to try to explain it to them in more depth or in a different way?  Even if they ask you three times, how would you handle it? 

Remeber to treat your co-workers and employees as you would your children or your customers, with respect by showing patience, sincerity and sharing knowledge.

Written by: Robin Turner, Call Center Manager

Thanks for reading our property management blog, a diary of the self storage and property management industry.

PhoneSmart is your offsite sale force and call center in Columbia, Missouri.

Self storage is conveniently located at 2006 Williamsport Pike, Martinsburg WV

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.