Operational Manual old

Getting Started

List of necessary forms/items:

Please make a visit to the storage facility to become familiar with the layout, corridors and then identify all these forms/items.

STAFF TRAINING RESOURCES

Manual from www.allstorage.com.au

WORD Merge Notice Issue Program

It is a GREAT idea to make up a procedure list to suit your computer system for each step and in your Agency Office Procedures Manual.

Available from agents website:

· Price schedule

· CARETAKERS REPORT FORM

· RECORD OF DISPOSAL FORM

· Furniture Calculator Form

· Storage Hints & Tips

· Brochures

· In cupboard:

· Midlands Insurance kit (info on website)

· Keyboard

· Overlock Padlocks

· Cleaners bag

· Storage Agreement Pads

· Key Register

Contacts:

Roles & Responsibilities

Managing Agent:

Aim: Maximise rental occupancy with credit-worthy tenants. Ensure no tenant gets 100 days in arrears.

Roles:

· Efficient overall management of the facility, promotion, sales & administration

· Supervision of caretaker.

· Maximise rentals and prompt debt collection.

· Make suggestions for improvements/marketing.

Caretaker:

To ensure storage spaces and the facility ground is kept clean, neat & well maintained. Ensure doors, gates and locks are all working. Ensure rodent and insect treatments are applied. To report damage and advise the Managing agent on any problems or suggestions. To assist with overlocking, inspections and goods disposal.

Enquires & sale conversion

Follow video/Do Self Storage Association Training Course

Please read this & watch video on Agents website

Why so important? Well, Mini storage is a “new” product to many people; you have to make the customer comfortable with it. On average it costs $11 in advertising to generate each contact from a potential customer and on average only 30% of calls are converted to sales. The experts believe people decide in 24 hrs of making the first phone call. If you visit www.allstorage.com.au and login to the agents part, there is a link to a on-line selling course and mystery shopper self test.

Ensure that even if you can’t make a sale, get some contact details to send them a brochure anyway. (enclose a list of your Agency’s list of rental properties and properties for sale)

Reservation Policy

· To hold a unit, fill out an agreement & take the key deposit of $50.

· Hold the unit for one week at no charge – be reasonable; if you have LOTS of vacant ones of the same size, you may hold it longer.

Credit Guidelines (for you to assess tenant)

Deposits: $50 deposit. (Although called a key deposit, it is a payment surety and a surety the unit is left clean! )

Application of refundable deposit ($50) to rent: Avoid where possible, try “we are not allowed to do this and the rental continues until keys returned.”

Payment methods: Direct Debit, DEFT. With direct debit, advise customer of a reference code. A regular automated method is preferred.

Rent in Advance: 4 weeks rent in advance is preferred as surety Try: “most of our customers pay 1 month in advance.” (You can always refund if they move out under 4 weeks.)

Termination: Rental stops when we receive the keys in the office either in person or certified mail. (Otherwise we can’t re-rent the unit!)

Pensioners/persons on Benefits: Try to limit to shed rental under $20 pw. Preferred they complete Centrepay pay direction. (See link on website) Please post to Centrelink. Note Computer file with method of payment.

Employed: - Prefer direct transfer system of payment.

Self- Employed: Obtain ABN – check at http://www.search.asic.gov.au/gns001.html or be satisfied. Check and code automatic invoice generation if required.

TICA: check listing.

Yard Storage

A special Yard Agreement is on the Agents web site for Glen Innes. – charges are $11 pw, but must be paid for the full rental in advance. Tenant responsible for insurance and care. Rate: See Tariff Items must be stored neatly out of the way.

Booking In

· Carry out Credit Check on TICA,

· Under privacy laws, a Personal Information Declaration should be displayed in office.

· Determine size customer wants (see guide and calculator at http://www.selfstorage.com.au/calculator.php or our printed form). An inspection is ALWAYS a good idea. (Boxed goods = less space, but long term tenants often want a bigger unit to walk in & get what they need.)

· 4 weeks payment in advance.

· If you do not have the unit size required, you may discount the next size OR give the TWO MONTHS ONLY at the lower rate, full rate after that.

· Refundable key deposit $50.00 per unit is mandatory – no exceptions; it’s a surety!

· Complete the Agreement – it’s legally binding. (there is an electronic version on the web site) Phone numbers, ALTERNATIVE CONTACT details and extra information save substantial time collecting debts later.

· Police require a copy of their drivers licence/medibank card – and usually these people tend to pay, more so than ones who don’t!

· No firearms, petrol or dangerous goods.

· Offer AON Tenants Contents INSURANCE. If declined – cross the box.

· Give the customer a copy - File original in Unit order.

· Request customer to fit a second lock.

· Explain & Issue keys, making double sure it’s the right unit. Highlite the number on the diagram on the back of the customers copy.

· Thank them for their custom.

· Write down key deposit receipt number on agreement form

Filing Procedure

Agreements, letters, correspondence, Record of Disposal

For Current Tenants - these should be filed by tenant name/date//by unit number in springback folders with cardboard dividers with unit numbers as tags. (I can mail you sets of stickers to put on the tags – please just buy folders/dividers & charge me)

For Left Tenants – again these seem best kept in a duplicate set of folders – please follow your offices procedure.

Tariffs & Discounts

These are on the web site.

Discounts erode profits considerably; cause trouble with computer systems, and often bad PR, so please use ONLY if required to induce tenant to take shed for a long term rental.

Booking Out

Customer relations are important - much of the storage business is by word of mouth - good PR brings in more customers. (Make a note of any problems for serviceman)

Application of deposits to rent: Try to avoid - advise we are not allowed to do this and the rental continues until keys returned.

· Check rent paid up - take final payment.

· Check ALL keys returned - put aside for serviceman. Lost keys cost $20 a set & cause problems with old tenants re-entering, plus the trouble in getting copies cut etc.

· Refund deposit if keys returned and rent fully paid and caretaker advises units is tidy.

· Wish the customer all the best!!

· Change computer - flag ready for cleaning - make a note on agreement form.

Key deposits - do not refund if-

· All the keys are not returned (charge $20 for replacement)

· Rent is owing

· If you know the unit has been left dirty or damaged, then we don’t refund the deposit!

Cleaning of vacant units –

Put keys in the bag for Caretaker – check that a gate key/corridor key is present on the keyring – if not replace it NOW. Ring him at least weekly. Give him the CARETAKERS REPORT sheet to fill out and return.

When units cleaned & keys returned, put the keys in the hanger.

When busy, it is hard to determine if a unit is vacant or occupied – the computer Vacancy Report, customers keys in the box; receipting record of the deposit, and the completed Caretakers Report all help determine same.

Keys: Gate & Door Locks

These represent security in the customers mind; take care, mix-ups convey the wrong impression. The front gate has a “master lock” system; please GET ALL KEYS BACK with the corridor and unit keys where applicable. Corridor slide locks are keyed alike. New padlocks to be permanently fitted should be marked with a special paint texta. When the tenant has lost a key, replace it with a spare master key, charge them $20 and arrange to have a new key cut. The KEY REGISTER is for keeping track of tenants keys left with you for safekeeping, where you a greater level of responsibility than normal. (with removalists)

Debt Collection

Follow the Weekly Procedure – this is essential!!!!

OVERLOCKS to be fitted at 30 days – If the person doesn’t look genuine, DON’T book them in! – say they don’t meet the trade reference requirement; are all full or discourage them.

SEE Debt collection page

BE SURE TO make notes of conservations, copies of seizure letters, mailing receipts, returned mail, lists of goods seized, photographs etc. ON FILE. This is needed in case of legal proceedings by the tenant. Tenants will occasionally “skip out” without paying & leaving the unit empty.

Disposing of the Goods

Follow the Goods Disposal procedure form.

Keep a copy of the Notice of Sale and certified mail receipt plus any returned mail on file together with photographs of contents and completed RECORD OF DISPOSAL forms.. The Act specifies sale by Auction, but this be expensive and impractical. You may store up lots to get a big enough batch, but you need a list by tenant name and value sold. All back rent, handling, advertising, cleaning costs need to be deducted before making any refund of excess money.

Selling to a second-hand dealer is less trouble/expense, where it is impractical to sell by Auction and a fair value is got for them.

Access by people without keys

Rarely you may be requested access by Police, Estate Executors, Tax Department, Official Receivers, X-spouses, and friends without keys.

If is official business, it i.e. essential to GET A COPY of the search warrant letter of probate etc. for the file but otherwise “no key” = “no access”.

Public Liability Claims

We hope to never have one, touch wood, but this is the advised procedure:-

· Advise the person to see a doctor.

· Contact me.

· Take photographs where applicable

· Make notes of any details in a diary

· Obtain written statements if possible from all witnesses & persons nearby especially if they “saw nothing unusual” which may indicate a scam!

· Check with the person’s employer – did they turn up for work?

Monthly Reports

The monthly report of enquires and sale conversions, vacancies, arrears and units vacated during the month is required together with copies of Termination Notices Also Deposits held need to reconciled with amounts held in Trust on a 6-monthly basis.

Servicemen’s Duties (Generally)

Weekly

As required

Pick up keys of units to be cleaned, clean & spray for insects, renew/check mouse baits. Maintain doors, gates and locks. Mow grass, poison weeds, apply spider spray, and remove any rubbish. Check security, watering system operation, check for any damage or dangers to the public. Complete RECORD OF CLEANING and Disposal forms.

Relocate goods; help with goods for sale, minor repairs, and tidy garden. Fit any overlocks.