Basic Operations
Mon-Fri: 9AM-6PM, Sat: 9AM-5PM, Sun: CLOSED
What are Regular Working Hours?
Contact within 10 minutes, Expectation is 6 calls in 3 days (2-2-2), alternate call times to the customers (call #1 in the AM, Call #2 in the PM).
What are Prospect Calls?
This can only be given to the Primary Account Holder. Alternate/access customers must get this from the Primary Account Holder.
What is Gate/Access Code?
Get a good footing, place feet 8-12 inches apart, bend your legs, keep the load close to your body, keep your back straight.
What are Safe Lifting Practices?
Complete your bank deposit, clean up any trash on your site, clean out any vacant units, complete your daily walk through/lock check.
What are Tasks between 9AM and 10AM?
STOP, SMILE, AND FOCUS, “Thank you for choosing (brand name) this is “Your Name” How may I help you?
What is Telephone Verbiage?
Make sure the ID matches the person listed on the account; You can let the customer know their Paid Through Date, you can let them know the amount due, you can make account changes if the customer places them in writing.
What is In-Person Verifications?
These attach each section of the unit door to the next. They allow the door to turn at the top of the opening.
What are Hinges?
Please sign and date this document and upload it to the Storage Locker to the correct folder for your store.
What is Walk Thru Worksheet?
Contact the customer initially and remind them and add notes of date and time, wait 3 days then place a final phone call and enter a note with the date and time, wait 7 days then expire/remove gate code to encourage the renter to come in. DO NOT OVERLOCK!
What is Move-ins that Do Not Sign the Lease?
The customer account must be current. Only the Primary can make changes. Cannot be rolled back. Limited to 1 per unit per year. Once it is changed, it cannot be changed back. Once the change is processed, payment will need to be made on the due balance. New lease will have to be signed.
What is Changing a Customer Paid-Thru Date?
Gas: Take your foot off the gas. Steer: Turn the wheel in the direction you want the front of the car to go. Brakes: Do not use the brakes until you regain control, then apply gentle pressure until the car stops.
What are Steps for Skids?
Restart computer routers, view the discounts given, complete a maintenance inspection of the property, file all month end paperwork
What are Monthly Tasks?
DO NOT offer this – the customer has decided they value the unit at the rate you already quoted them.
What are Promotions?
Something to act as the tenant’s temporary password
What is E-Commerce Code?
The meeting of worker health, safety, and science. This aims to improve efficiency in a person’s work environment and reduce the likelihood of injury.
What is Ergonomics?
Daily Deposits, Weekly Walk-thru Reports, Vacated Leases, Maintenance Logs (if any), Any other monthly paperwork you may have/use.
What is End of Month Paperwork?
During this type of rental, a “Fiduciary Agreement” is required.
What is Renting to a Business?
Technique used for customer resolutions.
What is L.A.S.T.?
Violence committed to the intended victim by someone with a personal relationship but not a business relationship. For example, a spouse, family member, or former significant other of an employee may come to the workplace with the intent to harm the employee there.
What is Type 4 Violence?