Staff training can boost a storage facility’s performance and overall customer satisfaction. Training components are built upon each other to create well-rounded, confident storage professionals. Regular staff evaluation by a self storage property management company also reveals improvement opportunities in areas such as customer service. Here are some tips for training self storage property staff:
Comprehensive Onboarding Program
A comprehensive onboarding program should introduce staff to the property’s daily operations, expectations, and common customer interactions. Role-playing exercises can simulate a range of scenarios, such as answering complex questions about pricing. Technical training on software systems, including reservation platforms and payment processing, should be provided. Training for security protocols usually focuses on access control procedures and operating the surveillance system. Emergency procedures, such as dealing with break-ins or weather events, can also be included in an onboarding program.
Operations Training
All self storage property staff should be trained to use key facility systems to facilitate smooth operations. Customer service staff and management should be prepared to operate security features and rental software. A property management company may recommend key training focuses, such as:
- Security: Team members must master security operations, including gate systems, alarm response protocols, and documentation procedures. Staff should also learn visitor management techniques, such as checking identification and recording entry times.
- Software: Staff must learn customer data entry procedures, including verifying identification documents. They should also learn to create reports that monitor occupancy rates and collect payments.
- Sales Techniques: Familiarize staff with the storage units’ features, such as climate control, capacity regulations, and accessibility. They should also learn to estimate the required storage space for items such as furniture or business inventory.
Specialized Training Programs
Staff hired to fulfill specific roles on-site or within management positions should also receive specialized training. This familiarizes them with role-specific tasks and expectations. Some specialty training programs may include:
Customer Service
Customer service representatives should be able to explain complicated rental terms to customers in easy-to-understand language. Training should include navigating customer concerns about unit sizes or prices. Staff can practice upselling for premium storage options or units with climate control. Team members must know the accommodation procedures for customers with special needs or requirements. Role-playing complex scenarios helps prepare staff to navigate real-life challenging customer scenarios. Self-storage property management teams may offer follow-up training to help customer service staff review new company policies or improve their skills.
Facility Management
Store managers are responsible for overseeing customer service staff as well as monitoring the facility’s condition. They should learn procedures for:
- Pest prevention, including recognizing and reporting signs of infestation
- Responding to weather conditions
- Waste management
- Equipment operation, such as pressure washers, gate access, and company vehicles
Work With Self Storage Property Management
Training materials should reflect industry trends and practices and be updated regularly to keep staff current with expectations. Recognizing staff who complete training modules and use the new skills can promote job satisfaction and high-quality customer service. Training investments may also result in higher occupancy rates and revenue. Contact a self storage property management company today for staff training and management.
