DEAR WALDMANS: I have stored goods with many storage facilities in my timebecause of the frequent moving involved with my employment. I am a real neat freak andcan't help but compare facility to facility. I recently stored in a facility located inMontana, and I was impressed. It would probably be considered a medium-sized facility toyou. The first thing we were attracted to was the grounds of the facility. Even thoughthere was only a small landscaped portion in the front, it was immaculate. The flowerswere colorful and in full bloom, the grass was neatly edged and the care was evident.Inside, the office was decorated tastefully and the employees received us graciously. Mywife and I could tell they were for real and not plastic people. They were helpful,courteous and caring. The office was surrounded with beautiful plants, and coffee or waterwas available. The office smelled fresh, and I really enjoyed storing my goods at thislocation. Wouldn't it be nice if all owners were that caring? Some don't realize howlittle things mean so much to customers. Just wanted to give your readers some feedback tothink about. --An Experienced Renter

DEAR EXPERIENCED: It is so true that cleanliness and neatness can change aperson's mood about a facility. We try to stress this fact in our books and our talks tofacility owners. Flowers, pleasant odors or a cup of coffee can be very inviting forcustomers. The first impression is always one that people remember, not only with the waythe office and grounds look, but also the service received upon entering the office. I amsure with your experience you have seen many storage facilities with trash outside orunkempt landscaping. Others may have trash cans overflowing or a coffee area that is sucha mess you wouldn't dare drink any of it. It is of great importance to take the time forthose little extras. Helpful attitudes and attentive employees are a wonderful way foryour customers to be greeted. We make sure each morning before the doors open thateverything is neat and tidy. We keep coffee and drinks for our renters. If we have tenantsunloading furniture or goods all day long that look tired and thirsty, our manager goesout and asks if they would like something to drink.

You'd be surprised how this simple gesture has increased our business. They not onlytell us how kind and considerate we are, but they tell their friends. Our grounds aremaintained on a daily basis and we make sure all paper and trash is collected each day.Grass and weeds are under control. Neatness is one of our important tasks and everyoneemployed by our facility knows his job. Our employees understand that how we treat ourcustomers is how they would like to be treated. When you relate to this fact, then youwill always have a neat and impressive facility. We place candy on the counter with amessage attached that reads: "This is for our customers." We go through bags ofcandy quite often. The kids love it, and upon their return trip they know where it is andhelp themselves.

Probably the most important factor, though, is that our attitude is always friendly andcaring. Even if one of our employees is having a bad day, you would never know it. Ourrule is simple: Once you enter the gates of the facility, you will have a good day and bekind to all those that you may encounter.

Hopefully, all those people will in return feel the same way. Kindness and friendlinessare catchy. Try it in your business--it really works.