Welcome to the 3 rd Qtr. Relief Manager Roundtable Meeting July
24, 2014
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Ground Rules Silence Your Cell Phone and Turn Off The Wi-Fi Be
Courteous To Those Speaking Stay on Topic Think Global, Not Local
Ask Questions, Dont Be Afraid To Speak Up. We Will Take Breaks
Throughout The Day, But If You Get Antsy Feel Free To Stand Up.
Have Fun!
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Introductions Lets Go Around The Room And Get Acquainted Tell
Us: Name Store(s) You Work At How Long Have You Been With Jenkins
Thing You Like Best About Your Job Thing You Like Least About Your
Job
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Topics To Be Covered Today Financial Results Company Growth
Listen To And Critique Phone Calls New Insurance Levels Home Office
Presentation TJOZone Janets World Store Appearance Standards
Miscellaneous Operations Topics
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Financial Review Presented by John Manes
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Rent Roll Increases Year Over Year By Month APRIL +15.35% MAY
+18.28% JUNE+18.60% JULY+16.85% so far 2014 Financial Review
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TJO Company Update Here We Grow Again
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TJO Company Update Reading Road North Fry Road Egret Bay
Expanding Out Of Texas
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Home Office Team Please Welcome The Ladies From The Home Office
With Some Important Information
MISS-PUNCH Please remember to clock in and clock out each day.
Miss punches are usually corrected by the DM once a week or no
later than the Monday of the pay date week. Page 2
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CLOCK IN Please remember to clock in and clock out each day.
When clocking in, verify the correct assigned store is chosen.
Every employee has access to all stores. Page 3
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PTO REQUESTS After you submit your request for PTO in Time
Track, the DM must approve before its applied to your timesheet for
the assigned pay period. Accrual rates are: 8 hours earned per
month. If hired in mid-year, 3.69 hours per month until the end of
the physical year. Any unused PTO is forfeited at the end of each
accrual period. Page 4
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HOME ADDRESS UPDATE Update your home address to receive your
check stubs after each pay period. Page 5
Email your DM and reverse the charge in Site link. Put over
lock on unit. NSF $35.00 (Standard Fee). Contact tenant (Advise
tenant of NSF and the fee that has been put on tenants account).
PROCEDURE FOR NSF CHECKS Page 7
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For verified receipts: If two receipts equal one deposit let me
know by putting on the receipt 1 of 1 and 1 of 2. If you make a
correction on deposit slip, please send me the corrected verified
slip at the end of the week. VERIFIED DEPOSIT SLIP REQUIREMENTS
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Make sure all deposit slips are correct before they are sent to
Sharon (i.e. cash on deposit slip, checks on deposit slip, and all
totals are added correctly). If they are not correct and you resend
corrected deposit slip to Sharon make sure that the Verified
deposit slip from the bank has the correct amount on the slip. If
there are any changes on deposits please make sure that Sharon is
notified via email and copy DM as soon as the changes are made. On
the deposit slip list the CHECK # NOT the unit #. For verified
receipts: If two receipts equal one deposit let me know by putting
on the receipt 1 of 2 and 2 of 2. DEPOSIT SLIP REQUIREMENTS Page
9
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Make sure that you close daily and try not to do two closes in
a day (i.e. if a tenant comes in late in the afternoon and pays
rent) If the tenant pays late it can be picked up on the next days
close. I do not need to be notified if there is no deposit for the
day. If you DO NOT CLOSE, Email Sharon and let her know. DAILY
CLOSE REQUIREMENTS Page 10
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If any adjustments are made after the daily close in Site Link,
either Sue or Diane (whoever has the property) and Sharon must be
notified ASAP via Email. SITE LINK ADJUSTMENTS Page 11
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Kari Jones [email protected] P: 713-278-8858 F: 713.622.0229
ACCOUNTS PAYABLE Page 12
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INVOICES AND NEW VENDOR REQUIREMENTS All invoices and bills
sent to the property, rather than the corporate office, must be
forwarded to Kari immediately to: [email protected] or fax to:
713-622-0229. Managers need to request that a new vendor must
complete a W-9 and send it with the invoice. Page 13
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CHANGE IN MANAGERS When there is a new manager at a property
please notify Kari immediately. Page 14
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PETTY CASH REQUESTS Please print your name underneath your
signature to ensure that the check is made payable to the correct
name. Please make sure that all receipts are scotch taped to a
piece of 8 X 11 paper. Petty cash requests must be a minimum of
$50.00. Page 15
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TENANT REFUND REQUESTS Please send all tenant refund requests
along with the move out notice, ledger and SiteLink report to Kari.
o Refund payments will be processed three weeks after the payment
date. Page 16
NSF CHECKS, ACH REJECTS & MERCHANT DISPUTES The steps to
handle the above are as follows : 1) Notify Sharon, Diane, Sue and
the DM 2) Notify the customer 3) Have adjustment made in SiteLink
by the DM 4) Charge fees: Late fees, NSF fee ($35.00), etc. 5)
Merchant Disputes - If money is owed send a copy of the customers
contract and ledger along with any other information needed to
Merchant. - If money is not owed then have the DM adjust customers
account in SiteLink, if needed, notify Sharon so she can adjust our
books and no further action is required.
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CUSTOMER DOUBLE CHARGED Money in bank but not in SiteLink o
Contact customer and see if we can apply payment to the next months
rent. o If they want a refund, send a refund request to Kari. o If
they agree to apply the payment, contact the DM to make the
adjustment to their account. Page 19
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REVERSALS IN SITELINK If any reversals or chargebacks are put
in SiteLink, then you must notify Sharon, Diane and Sue. Page
20
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CUSTOMER PAYMENT NOT IN BANK There are times when payments show
in SiteLink but the money does not go into the bank: Always check
the receipt to make sure Sage is not offline. The customer must
bring in proof of the payment, i.e. bank statement or credit card
statement. Once the proof is received, notify Sharon, Diane and
Sue. Page 21
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Any Questions? Thank you for your time and attention.
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SBOA Tenant Insurance Presented by Troy Sheppard & Dwight
Broering
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SBOA Tenant Insurance New Coverage Limits Mandatory Insurance
Update How to Handle A Claim [email protected] Fax:
717-618-3682
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TJOZone Presented by Dayna Duckett
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TJOZone Individual log in Email address = user name Storage123
Can change password after signing in
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TJO Calendar Presented by Dayna Dukett
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Phone Calls Were Listening
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Phone Calls Whether in person or over the phone a customers
first impression can determine if they will rent with you. Today we
will listen to calls from: Skilcheck Incoming calls Other companys
call center
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Janets World Auctions, Competition Review & Marketing
Reports
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Janets World Auctions Comp. Review (due by the 15 th of the
month) Please complete electronically by filling out the excel form
and not hand write. Marketing Report (due by the 15 th of the
month) Check Google, Yahoo and Bing each month for accuracy
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Where Has CUSTOMER Service Gone? Customers have choices Ours
chose us! How do we get more?
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Customers are the reason for our work; NOT a distraction from
it. Do we have a CUSTOMER-CENTRIC culture? Do we WOW our customers?
Do we present a SERVANTS attitude? If WE do not take care of our
CUSTOMERS; SOMEONE else will!! Do we EXCEED our customers
expectations, or just meet them?
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Customer service definitions look something like this:
"Customer Service is a function of how well an organization meets
the needs of its customers." We must replace MEETS with EXCEEDS,
because just meeting the needs of our customers isnt enough
anymore. We MUST be better than that! If we just MEET expectations,
it allows the quality of service to vary from customer to customer.
We MUST have a CONSISTENT level of customer service with every
customer every time.
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Our CUSTOMERS have a choice...they chose US! Our CUSTOMERS:
Took the time to search and find us! They have shown interest,
spent time, and spent money, with US! Our CUSTOMERS are motivated
and actually took the time to give us an opportunity to SHINE. We
cant turn our back on our customer now, or theyll turn their back
on US!
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Our New Customer Service Definition "Customer Service is a
function of how well an organization is able to constantly and
consistently exceed the needs of the customer." Why is this better?
"is able to" - it's an ability, a skill "constantly and
consistently" were doing it all the time "exceeds the needs" - more
customer delight than customer satisfaction "the customer" - makes
the customer an individual, rather than a group, with their special
set of needs and wants. Customer service definitions put the
organization first, and the customer second? The customer should
always come first.
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It is time for us to take a more CUSTOMER-CENTRIC approach.
Another CUSTOMER service definition: "A customer defines good
customer service as how they PERCEIVE that an organization has
delighted them, by exceeding to meet their needs". What happened to
"ability" and "constantly and consistently? The customer does not
care if you give others good service, as long as we give them good
service all the time (how we treat others is naturally a good
predictor for customers as to how well treat them). So we have to
have the ability to constantly and consistently OVER deliver to
make sure that the individual customer is delighted. And as we can
see, in the end there is no truth, only PERCEPTION. Unfortunately,
PERCEPTION can become a REALITY!
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2014 FOCUS Customer service Salesmanship Raising Level Of
Expectations Accountability Business Minded Employees Are You
In?
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Store Appearance Do We Look Like A National Company? Presented
by Andy Ney
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Curb Appeal/Landscaping Grass Cut Trees Pruned Shrubs Trimmed
Flower Beds Have Mulch Office Entrance Clean Parking Area Striped
And Signed Company Standards
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Roll-up Doors Keep Springs Lubricated Replace Rusty Or Damaged
Latches Check Ropes Are they uniform and in good working condition
Use nylon rope from inventory (noting in Sitelink inventory
adjustment) Company Standards
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Office Appearance Professional National Standards Mom and Pop
No Standard
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Todays Customers EXPECT More And DESERVE More Todays business
economy is a battle and we MUST fight to win!
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ITS JUST STORAGE! Why does it matter what the store looks
like?
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THIS IS WHY IT MATTERS. Before
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After
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Before
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After
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Before
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After
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Does your office look like this?
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Or Like This
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Is it clean and organized
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Or a Hot Mess
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Or an even Hotter Mess
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Or.Never mind!
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Operations Miscellaneous Topics
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Operations Electricity In Units Dress Code Standards Scheduling
Signs In Office And On Property Ozarka - Water Only
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Q&A Any Questions?
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Before We Go Wed Like To Recognize Some Team Members For Going
Above And Beyond To Help Make The Company Better.
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Thank You Ray & Nicky Coronado Bill & Hazel Vague
Victoria Faircloth and Garrett Peltier Rowdy Cates Woody
Stiner