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Tony Jones

Tony Jones
Manager, Inside Self-Storage Store
tjones@vpico.com

03/26/2015

Mapping Out Customer-Service Education at the 2015 ISS Expo

Each year, the ISS Expo offers education sessions that touch on key aspects of service and customer engagement. If you’re attending the expo with customer-service concerns, let this blog serve as your road map to four distinct seminars designed to sharpen your service skills and help you exceed customer expectations.
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02/26/2015

Stress Management Can Prevent Self-Storage Managers From Drowning in Their Work

Task for task, a self-storage manager’s job is as multi-faceted as they come. While work-related stress is inevitable and some managers may even believe they feed off of stress-related adrenaline, the effects of stress work against everyone over time and can affect self-worth, job satisfaction and physical health. To prevent drowning in work, practice stress management.
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01/29/2015

Are You Offending Your Self-Storage Prospects Without Realizing It?

What a self-storage manager chooses to call a prospect before the person’s name is learned or any kind of rapport is developed can create mutual trust and respect or, perhaps, alienation. It may seem innocuous, but the honorifics we choose to apply to complete strangers can inadvertently send the wrong message about who we are and what our business represents.
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12/31/2014

Year in Review: 2014’s Hottest Sellers in the Inside Self-Storage Store

In the tradition of annual year-end lists and rankings, here is a look at the hottest-selling products this year in the ISS Store. The list backs up the notion that a new wave of development and investment are propelling the self-storage industry forward. It also provides insight to the types of information and topics your colleagues and competitors are consuming.
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11/27/2014

Using Self-Reflection to Improve Self-Storage Customer Service

The most difficult customers can make work challenging, creating unexpected or unreasonable hoops to jump through and testing one’s patience and boundaries of decorum. Lately, I’ve used negative instances we’ve experienced in the Inside Self-Storage Store to reflect on my own behavior as a customer. The exercise not only has made me a nicer customer to deal with, it’s improved my customer-service skills.
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10/30/2014

Should Self-Storage Operators Muddy Their Boots With Yelp and Other Social Media?

Using Yelp and other social media outlets effectively can be a tricky course for the best self-storage operators. Online customer reviews and written interaction with prospects and tenants can be equally rewarding and infuriating. Throw in the complicated dynamic of how search engines use these channels to boost or suppress a storage facility’s search rankings, and the prospect of navigating through the muck without severely soiling one’s shoes gets murky.
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09/26/2014

Making the Right Call on Self-Storage Business Accountability

Just as umpires have to diffuse volatile situations with players, self-storage managers sometimes have to calm customers who genuinely believe damage has been inflicted upon their property or well-being. How managers handle themselves when things go awry can go a long way toward building customer loyalty. Admitting fault when warranted and demonstrating accountability is sometimes a necessary but valuable part of meaningful customer service.
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