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  • 1.  Free Manager Webinar: Conflict Resolution During Rate Increases and Collections

    Posted 07-26-2023 02:13 PM

    I really enjoyed listening to all of the panelist during this Webinar and reading the chat. I loved how Raheem mentioned taking a pause, whether it be an hour or a day to allow the tenant to cool down. There were a lot of other helpful tips and tricks on dealing with angry customers but that one stood out to me the most. 

    Thank you guys! I can't wait for the next one! 



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    Ashlee Childress
    Trusted Self Storage Professionals
    San Antonio TX
    (210) 573-1855
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  • 2.  RE: Free Manager Webinar: Conflict Resolution During Rate Increases and Collections

    Posted 07-28-2023 12:10 PM

    We are so glad you enjoyed it! I'd love to hear from members on what other conflict resolution tips or training is shared with managers. Do you provide a script (or if this happens, then do this)? Let's keep the learning going!

    For those who missed the live webinar, the recording has been posted! Members can view the recording and all other recordings posted so far here: https://www.txssa.org/imis/Online/Education/Past_Webinars_Recordings/Online/Events/Past-Webinars.aspx



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    Meaghan Rhame CMP, M.Ed.
    Director of Education
    Texas Self Storage Association, Inc.
    Round Rock TX
    (512) 374-9089
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    Original Message


  • 3.  RE: Free Manager Webinar: Conflict Resolution During Rate Increases and Collections

    Posted 07-28-2023 04:29 PM

    Once again, another really great webinar! Each panelist had really great advice on how to handle difficult conversations such as increases and collections. 

    Tips I took away from Raheem: Make sure you are understanding what the customer wants and that they are ready to accept the resolution. You have the power to change the conversation from mad to happy. Talk about savings during rate increases. 

    Tips I took away from Cassie: Don't take what the customer is saying to heart. They are not yelling at you, they are yelling at the situation. 

    Tips I took away from Megan: If you have done everything you could for the customer and they are still not happy then it is okay to part ways. 

    Tips I took away from Tocarro: Take stock of who you are. Sometimes the mood you are in affects the conversation and can lead to unnecessary tension. Stop, pause and check yourself. Treat words as words once you do that it takes out the emotion behind the word. 

    Really loved the word "rate adjustment" that came from a fellow attendee! 



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    Annissa Wilkerson
    District Manager
    Trusted Self Storage Professionals
    San Antonio TX
    (210) 508-6450
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    Original Message