Set your Self-Storage Manager up for Success Part 2: Practice makes Successful

Practicing and Repetition to Build Confidence

Repetition is key to mastering any skill. For self-storage managers, practicing routine tasks (like using a script for potential customer interactions) builds confidence and reduces errors. When managers perform tasks regularly, they become second nature, allowing more focus on problem-solving and customer service.

Benefits of practice and repetition

• Skill improvement: Repeatedly handling tasks like rental procedures, using scripts, and day-to-day software tasks increases speed and accuracy.

• Reduced stress: Familiarity with processes lowers anxiety during busy or unexpected situations.

• Better decision-making: Confident managers can respond quickly to issues such as late payments or customer concerns.

  
  

Ways to encourage practice

• Role-playing scenarios: Simulate customer interactions or emergency situations to prepare managers for real-life challenges; daily to start, and then weekly ongoing. Start easy, and build to throwing some real curveballs at them to encourage problem-solving in a safe environment with you there to coach and inform best practices.

• Put them in the driver's seat, with training wheels (you): New managers often learn best practices by doing, not observing. Instead of watching you, put them in the driver's seat where you can instruct and coach through real-life scenarios. Working in context will increase efficiency and proficiency.

• Regular training sessions from day 1: Schedule refresher courses on software, safety protocols, and customer service in addition to regular in-person or over-the-phone practice of the rental scripts.

If you want to chat more about how to set your self-storage manager up for success and deliver over-the-top customer experience, or want to chat about self-storage development, operations, or sales & marketing, email me at Josh@StorageAuthority.com