“My mother died.” “I just lost my job.” “I have health issues.” When it comes to monthly self-storage rent, these are just a few of the excuses customers give in their ploy to pay late or get out of a late fee. While facility operators can be compassionate about their tenant’s plight, the fact is they’re running a business, and collecting rent keeps the doors open. Still, resisting the human urge to give in to these sob stories can be tough for anyone.
In a recent thread on Self-Storage Talk, the industry’s largest online community, members are sharing their customer tales of woe and how they react in these emotionally charged situations. How can you show empathy while sticking to your operational policies? In what instances should you bend a little? Read what others advise and add your own opinion.