Being in a customer service business, we all know facility managers are the most important piece of the proverbial puzzle. Without a customer service-minded manager, your site will not be nearly as successful or profitable as it should be. That’s what makes hiring the right person for the job so important.
Consider the impact—positive or negative—one manager can have on the customers’ storage experience. Now multiply that by the average value of the customer at your facility. While most leaders or trainers think they know how to express the meaning of proper service to their managers, many times it gets lost in translation, or not followed up or measured.
In my visits to facilities throughout the industry, I have noticed that some managers care more than others about their customers and the services they receive. Those are the managers you want at your facility. Sales techniques can be taught, but energy and a customer service frame of mind is ingrained in the personality. The more educated our customers become, the more they will demand this type of manager.
Finding Qualified Applicants
You should always be on the lookout for your next manager. I pay close attention to employees in the department and groceries stores where I shop and restaurants I frequent. These are the type of people already in the customer service frame of mind, and you have the ability to see them in action and what they could possibly do for your business.
In order to hire the right manager for your facility, you need to have a consistent process, formal or informal, to ensure you are asking the right questions and really getting a good feel for the person you are interviewing. First and most important is filling the position in a timely manner. If you receive a two-week notice from an employee, or know you want to replace someone, you need to place an ad quickly.
There are several places where you can place ads for free to get good, quality candidates. For example, posting fliers at senior centers, neighboring apartment complexes and even CraigsList.com have been successful avenues for several companies. You do not need a $600 ad to get a quality manager.
As you start receiving calls and resumes, call the prospects the same day if possible. You want to take the good prospects off the market first, so they stop looking at other opportunities. Not calling good candidates promptly is a common hiring mistake.