Quality Right the First Time

I do not think there is anyone out there that likes to clean up the messes that are made by other people. We all want to ensure that we do our best the first time so that we do not have to fix the mistake made by ourselves or one of our associates. We work very hard daily to improve ourselves but sometimes we do fall short of the expectation that is laid out. Of course we do not aim to mess up but it just happens naturally, because in fact we are just human. So how can we ensure that we do what is asked of us right the first time.

First of all we need to make sure that everyone on our team is trained property and that they know what is expected of them. Every rep needs to know what they are supposed to do day in and day out. They are supposed to know if they pick up phone or a customer walks into their store. This should make representative feel great because they know how to serve that customer because of their training. Without their training the representative would be lost and that could be a train wreck for the business. The more time you spend with the rep perfecting their presentation the better they will be when it comes to taking care of the customer the first time.

You are not able to teach passion. The person has to have that passion deep within them and they have to want to improve or to ensure the business is doing well. When something new comes out that could improve the way a representative takes a phone call that rep should want to do their best to improve and to help the customers out that they speak to. In the self storage world, everything seems to change so often. With that said, if the rep has the passion to keep up with the changes and apply the new changes to their presentations, they will help make the overall company better. If they do not pick up on the new information quickly, that could lead to mistakes. You have to have people on your team that have the passion to want to take care of the issue right the first time.

When a mistake happens in any industry especially self storage, the person in charge needs to do what is necessary to ensure that mistake does not repeat itself. Depending on how bad the mistake was, a rep could be terminated, suspended or even demoted. Hopefully as a manager you do not have to face anything like that and you can just ensure the rep had the proper training then move on. Otherwise it is very important to have a policy in place for when a mistake happens so you can show that you do not want anyone else on your team to repeat this mistake. Holding your people accountable for their actions is very important and could make or break your business. If a representative knows they can make a mistake and nothing happens to them, there is a big chance that that mistake or another one will happen.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.