| By :
Alison Withers
Copyright (c) 2010 Alison Withers Every business has had its horror stories and self-storage is no different, but thankfully they are mostly past history. Stories range from the tenant who paid in advance for several years, assuming that when the prepaid balance had expired he would receive a new invoice reminding him that he needed to pay. Five months later when he visited his storage unit he discovered that he had been close to losing his stored possessions through payment default and worse was being charged an extra monthly amount for payment default! Another storage client had rented space in a company's yard, where he had stored overnight a bicycle bought for his son's birthday. Unfortunately when he went to collect it, he discovered the perimeter fence had been cut overnight and the bike was gone - in spite of, he thought, on-site security cameras. It turned out that the cameras were not active, but dummies! A regular complaint from tenants used to be finding rodent droppings in storage units, property damage by insects, and despite a year-long history of regular payment finding that the first time that they were two days late on their unit, the lock had been changed and they could not get access to their property. Thankfully most of these stories are a thing of the past but they do indicate the need for a strong customer care focus as well as efficient recording and communication systems. It is very easy to sort the good from the bad as a customer by simply visiting the facility. If the unit has a robust attitude to cleanliness and also makes clear to clients that certain items may not be stored the rodent problem is unlikely to happen. This should obviously include food or other perishable items that might attract pests! An efficient system of record keeping and invoicing and a little attention to sorting out the "good" customer from the "bad" could have prevented the shock that the long-term customer mentioned above suffered. If a customer is late with payments then efforts should be made to contact them and auctioning their possessions should only be a last resort. As for the security issue and the fake CCTV cameras, if a company is offering secure storage then it is foolish to skimp on the security measures that will help customers feel sure their property is safe. For business customers with a need to store stock affordably and somewhere handy and, most importantly, securely, self storage is a very useful service. Customers considering using self-storage should visit the facility to find out for themselves. The questions to which you might want answers start from the moment you arrive at the premises. Are they welcoming, clean and secure with a robust perimiter fence and outside security cameras? Are the staff welcoming, friendly and knowledgeable? In reception do TV screens show that the security cameras are working? Are you given information on payment arrangements, reminders and insurance? If potential customers satisfy themselves on all these points they will know that they can store their property in safe, clean, dry and secure spaces that are properly managed and will offer them peace of mind.
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