Here's the scenario: A delinquent self-storage tenant who is storing a couple of cars continually ignores collection attempts until, finally, he returns a call. Using plenty of profanity, he tells the facility manager to "do what you have to do" in regard to his vehicles, as the tenant has no intention of paying rent. A couple of days later, the manager notices one of the cars has disappeared. The most likely thief is the tenant, who must have sneaked into the facility to get the car.

Members on Self-Storage Talk, the self-storage industry's largest online community and the official forum of Inside Self-Storage, assist member mrodrigues after he shares his story. Fellow facility operators have provided a few succinct suggestions.

1. Call the police and report the car as stolen. After all, a lien was in effect, so the car belonged to the facility. Make sure to have the VIN and license plate number.

2. Call the tenant and say, "You're car has been stolen from our facility. We will have to call the police to report it stolen." That might get him to cooperate.

3. In the future, take extra precaution with vehicles that are going to auction. Remove the license plates to make the car street illegal, or put a "boot" on one of the tires to make the car unmovable.

Several members expressed concern regarding the third suggestion. Some self-storage facilities have written policies forbidding inoperable vehicles on their property, and they shouldn't contradict those edicts, even in the case of a delinquency.

What's the best way to protect vehicles from their delinquent-tenant owners? Do you have any suggestions? If so, log onto Self-Storage Talk and chime in on the thread. If you're not a registered member, you can join the nearly 3,700 other users of SST by registering for free.

By Marty Stanley

When you talk to people, are you focused on the transaction or your interaction? A transactional encounter is one in which you're just going through the motions to get the task or discourse done. Maybe youre texting, talking on the phone, or just dazed and confused, but the bottom line is you're not engaged with the person in front of you or the process.

Interaction occurs when two people are engaged in a dialogue or actively participating in the process. For example, think about the last time you went out to eat. When you ordered, was the server friendly, knowledgeable and quick? Did he show authentic interest, assistance and interaction in helping you with your order and when paying the check?

That kind of interaction is so noticeably different from a typical transaction that its now considered a fluke. As a consumer, its refreshing to be engaged in this kind interaction and on the receiving end of good service! Businesses with employees focused on the interaction seem to have owners who clearly have a different strategy for hiring and training than their competitors who are focused on the transaction.

Effective Interaction Can Affect Outcomes

The above is just one example of how effective interaction can affect the outcome. In this case, the restaurant has a loyal customer whos now telling others about how great it is. Ask yourself, what are you talking about, and are your conversations focused on the transaction or interaction? When you talk to people, are you clear about the purpose of the conversation? Are your thoughts, words and actions aligned with that purpose and the outcomes you hope to achieve?

If youre focused on the transaction, there can be a tendency to treat the conversation in a matter-of-fact, Sergeant Friday approach: "Just the facts Ma'am." The conversation is like a flowchartcover all the bases and move on to the next topic, person or activity. The implied message behind the message can be interpreted as "I don't have time for you or whats important to you."

During this challenging economic time, when organizations are doing more with less, common after-effects include employee fatigue, increased absenteeism, low morale, and diminished productivity or quality of work. All of these impact the end user or consumer of your products or services. Theres a lot of talk about "employee engagement." But are you really walking the walk, or is it really just another form of transactional communication with a fancy label?

If you want to use real employee engagement, take a look at the quality of conversations you're having. Are they transactional or are you really interacting with people?

Turning the Tide

A recent study indicated 63 percent of the workforce under the age 45 plans to leave their current employer when the economy improves. While it may be politically correct to say the impetus for leaving is a better opportunity for advancement or more money, the bottom line is most people start looking and choose to leave an organization based on perceived negative interactions with management.

So how does one turn the tide from transaction to interaction? It's all about your level of participation in conversation. How are you listening? Are you an active participant? Or are you thinking about what to say next, or envisioning the other person with a big L for loser on his forehead, thinking, "How many times have we heard this before?" or "Here she goes again"

Good managers and leaders understand conversations require participation. It's more than just the facts. They understand when they speak to colleagues, employees, customers or suppliers that they are conveying multiple messages:

• The content of the message: Is it clear and consistent with the organization's policies and practices?
• The delivery of the message: Is the delivery consistent with the organization's core values, such as respect, integrity or good communication?
• The quality of interaction: Are you really listening? Is it participative?

If youre looking for improved employee engagement or increased customer retention, an easy and cost-effective place to start is by examining your conversations. Are you talking about things that are relevant and important to the other person?

Chatting about the weather or the latest sports scores is OK, but unless youre a meteorologist or sports broadcaster or coach, you'll get more mileage with an interaction thats focused on the person, his work or his purchase.

One Conversation at a Time

Authentic interaction is heartfelt but not sappy, and comes from a place of caring and wanting to be of service or making a difference. It's about leaving the other person feeling glad he had the interaction with you.

Even difficult conversations can be authentic, caring and leave a person feeling respected. How do you start? One conversation at a time. Start by really listening to the conversations you're having with people. Are you approaching it like a transaction or an opportunity for authentic interaction? Do you care enough about yourself, your organization and the people with whom you converse to choose to have authentic interactions?

If not, just know you may be missing out on opportunities to make a difference in someone else's life or closed to the possibility that someone might make a difference in yours. It's just a choice, and you can choose to change it with your next conversation.

Marty Stanley, president of Dynamic Dialog Inc., is an author, national speaker and facilitator who helps organizations create their new normal. For more information, call 816.822.4047; e-mail [email protected]; visit www.alteringoutcomes.com.

A self-storage owner in Tecumseh, Mich., is now also the owner of an electronics store. 

Roland von Kaler purchased the store after discovering Melron Electronics was on the market. von Kalers self-storage business office is located inside the electronics store.

In operation since the mid-1980s, Melron Electronics provides PC repairs, program installation and virus removal, and other electronic repairs.

In addition to his self-storage business, von Kaler also owns a number of apartments and condos in the area. A mechanical engineer by training, von Kaler migrated from Germany in the 1950s, and holds 27 patents.

San Diego Self Storage (SDSS) is sponsoring its annual holiday toy drive benefiting the U.S. Marine Corps Reserve Toys For Tots organization. The self-storage operator will collect toys at each of its 19 locations throughout the greater San Diego region.

The toy drive will begin with a kickoff event Nov. 20 at 2 p.m. aboard the USS Midway. Admission is free to anyone who donates a new, unwrapped toy. The festivities will include raffles, prizes, refreshments and an appearance by The Charger Girls. The SDSS booth will be open from 11 a.m. to 3 p.m., and will include a Toys For Tots jack-in-the-box game where children can win stuffed animals.

During the toy drive, all SDSS facilities will also hold raffles for a $100 credit toward storage rental for new or existing tenants. To enter the raffle, individuals may sign up when dropping off a new, unwrapped toy. The collection ends Dec. 19 at 6 p.m. Drawings will be held at each location on Dec. 20.

"This is our twelfth annual Toys For Tots toy drive and were proud to sponsor this effort on behalf of the children within the communities we serve, said J. Terry Aston, SDSS managing partner. Our network of neighborhood self-storage facilities makes it convenient for all San Diegans to get involved."

Founded in 1972, San Diego Self Storage is one of the largest self-storage providers in San Diego County with a network of 19 neighborhood self-storage facilities and additional locations in Los Angles, Riverside and Orange counties.

Storage Investment Management Inc. (SIMI) announced its third-quarter 2010 operating results for its 31 owned and contract-managed facilities. Highlights include:

• The company reports occupancy grew 78 basis points compared to the same quarter last year.  Same-store sales rose by 204 basis points compared to the same quarter in 2009. Expenses decreased by 23 basis points, and net operating income (NOI) rose by 446 basis points compared to same quarter last year.
• Year to date same-store sales rose 251 basis points compared to 2009. 
• Operating expenses have decreased by 401 basis points and NOI rose by 605 basis points compared to same quarter in 2009.

Same-store sales increased primarily through a reduction in tenant concessions and an increase in occupancy and stronger rates.  NOI increases are attributable to ongoing expense reductions along with an increase in revenue.

An owner-operator, fee manager and consultant in the self-storage industry, SIMI currently manages more than 30 properties in the Northeast.   

U-Store-It Trust has acquired six self-storage facilities the company previously managed in the Northeast. The facilities, which comprise approximately 332,150 square feet of self-storage space, are in a Boston suburb; Cherry Hill and Egg Harbor, N.J.; Queens, N.Y.; and a suburb of Washington, D.C. U-Store-It expects to invest a total of approximately $25.5 million in the properties, which were acquired in separate transactions.

Year-to-date, U-Store-It has acquired nine storage facilities for an aggregate investment of $58.7 million. The company also has three facilities under contract with a total potential investment of approximately $28.8 million. Assuming satisfactory completion of due diligence and other closing conditions, the U-Store-It anticipates these potential acquisitions will close before the end of the year.

"We continue to be pleased with our ability to source, negotiate and close on acquisitions of facilities located in our targeted markets. Our pipeline of opportunities located in our core markets continues to grow. We look forward to closing our remaining transactions this year and to a healthy acquisition profile in 2011," said Christopher Marr, president and chief investment officer.

U-Store-It is a self-administered and self-managed real estate investment trust. The company owns or manages 487 facilities across the United States and operates the U-Store-It Network, which consists of approximately 684 additional self-storage facilities.

Spencer Kirk, chairman and CEO of self-storage operator Extra Space Storage Inc., presented yesterday at REITWorld 2010, the annual convention of the National Association of Real Estate Investment Trusts (NAREIT), in New York City. A webcast of the presentation will be available on the Extra Space website for 90 days and can be accessed at http://ir.extraspace.com.

REITWorld is one of the commercial real estate industry's leading conferences, at which the top management teams of more than 80 REITs present their stories. REIT CEOs, portfolio managers, investment bankers and economists present their views on the outlook for the commercial real estate market in panel discussions over the course of the three-day event. Attendees include real estate executives, deal-makers from banking, financing and capital-markets firms, and senior officers from the foremost buy-side and investment advisory shops.

Headquartered in Salt Lake City, Extra Space Storage is a self-administered and self-managed real estate investment trust that owns or operates 809 self-storage properties in 34 states and Washington, D.C. The company's properties comprise approximately 540,000 units and more than 58 million square feet of rentable space.

Westy Self Storage of Stamford, Conn., will participate in the eighth annual Operation Santa donation drive for Benjamin Franklin School in the Bronx, N.Y., and will host a kickoff reception for the event in the storage facilitys grand lobby on Nov. 22. Not only will Westy serve as a drop-off location for donated winter coats and toys for distribution to underprivileged children, the self-storage operator will store the donations for free and provide final delivery to the school.

Founded by Kaisa Newhams, the Operation Santa drive will run from Nov. 22 through Dec. 15. Childrens Dear Santa letters and wish lists will be showcased and distributed at the kickoff reception, which begins at 7 p.m. Guests are encouraged to fulfill as many lists as they like.

Westy is open for donations seven days a week. Hours are 8 a.m. to 6 p.m. on weekdays, 9 a.m. to 6 p.m. on Saturdays, and 11 a.m. to 4 p.m. on Sundays.

We are very excited to once again participate in Operation Santa, said Tim Mincin, district director of the Westy Stamford location. Last years effort was very successful and we look forward to again spreading joy to the children.

Founded in 1990, Westy has six self-storage facilities in Connecticut, three in New Jersey and seven in New York. The company is headquartered in Stamford, Conn.

Online self-storage directory SpareFoot has partnered with online transport marketplace uShip to create uShip Self Storage, a new Web portal that will help consumers find and compare available self-storage units. This free service, powered by SpareFoot, is tightly incorporated into uShips online listing process, appearing where users naturally require self-storage units as part of their move.

uShip members can now browse through thousands of online local storage facilities, comparing real-time pricing, unit sizes and availability, as well as location, photos and customer reviews. Once a customer locates the ideal unit, he simply books it through uShip Self Storage for free.

Moving and storage are so closely tied together across many of our categorieshousehold goods, antiques, boats, cars, and even business movesso offering an easy way to access self-storage is a natural addition to uShips existing services, said Matt Chasen, founder and CEO of uShip.

 Integrating our platform into uShips marketplace will make it much easier for shipping customers to find the storage they need, and it will give our network of storage facilities access to more new tenants, said SpareFoot founder and CEO Chuck Gordon.

With real-time pricing and inventory for more than 5,000 self-storage facilities nationwide, SpareFoot helps consumers compare storage locations in their area and find the storage unit they need. Established in 2008 and based in Austin, Texas, SpareFoot powers storage offerings across a network of sites including SpareFoot.com, SelfStorage.com, uShip Self Storage, Apartments.com, and others. The company helps storage operators find new tenants and increase occupancy through a pay-for-performance model.

The first and largest online transport marketplace, uShip connects people and businesses with feedback-rated transporters. Carriers place competitive bids to win business, often filling extra space in their trucks and saving customers an average of 50 percent. The uShip marketplace has attracted $150 million in business transactions, one million listings and 170,000 service providers. Launched in 2004, uShip operates globally with localized functionality in the United States, Canada, United Kingdom, Germany, France, European Union, and Australia.