The first-ever Gabfocus Session gave us plenty of insights on giving self storage managers the tools they need to succeed and thrive during these times.
In case you missed it, you can watch the entire session On Demand.
Something special we want to do after each session is share the top highlights. We asked the panelists: "What's the most important tool to give your manager during this time?".
Gabfocus Highlights:
Provide access to educational resources. Make awards a part of their job, such as Top Retail Sales, Top Reviews, etc. - Stephanie Tharpe
Let your managers manage. Trust them. Empower them to do the right thing. The best thing you can provide them is your trust. - Sue Haviland
Vision and awareness of their position. Make it clear what the vision is for the company. - Cindy Ashby
Send people to virtual conferences. Duh! - Jim Ross
Access to all forms of communication with their customers. Make it easy for customers to engage managers via text, Facebook, Yelp, Google, website, etc. Whatever they prefer. - Denise Bowley
Be present. Make yourself available. Give your managers a sense of ownership. - Ben Hendricks
The biggest thing I can give my managers is myself. I'm available Monday-Sunday. Anytime they need me, I'm there. - Jason Lee
Common sense and critical thinking. - Jim Mooney
Knowledge. Make sure you have resources and an operations manual. - Melissa Huff
Word of the Day: Omni-channel.
Serving customers in a way that creates an integrated and cohesive customer experience no matter how or where a customer reaches out.
Key Takeaway: Community. When in doubt, give your team confidence by building an amazing support system. Introduce them to resources and experts. Create a community and encourage continuous learning. We all win.
Top Questions Answered:
- What are you doing differently during this time?
- Were you set up to offer online rentals and payments prior to the outbreak?
- How have you handled employee communication during this time?
- Should I do a blanket late fee waive for all customers?
- What is a common daily task list for managers? (Wendy Winkley)
- How have you adjusted manager bonus/incentives for Q2? (Blair Valk)
If you were too busy to join us for the live event, no worries. Each session is available On Demand on the StoragePug Resources page.
Big thanks to to our featured speakers, moderators, and event sponsor: CallPotential.com.
Please be safe and remember that if there was ever a time for businesses to be flexible and empathetic, it's now.
See you at Gabfocus weekly on Thursdays at 2pm ET!
