Transcript Roundtable Meeting July 2014

Welcome to the 3rd Qtr.
Relief Manager
Roundtable Meeting
July 24, 2014
Ground Rules
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Silence Your Cell Phone and Turn Off The Wi-Fi
Be Courteous To Those Speaking
Stay on Topic
Think Global, Not Local
Ask Questions, Don’t Be Afraid To Speak Up.
We Will Take Breaks Throughout The Day, But If You Get
Antsy Feel Free To Stand Up.
Have Fun!
Introductions
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Let’s 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
Topics To Be Covered Today
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Financial Results
Company Growth
Listen To And Critique Phone Calls
New Insurance Levels
Home Office Presentation
TJOZone
Janet’s World
Store Appearance Standards
Miscellaneous Operations Topics
Financial Review
Presented by John Manes
2014 Financial Review
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Rent Roll Increases Year Over Year By Month
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APRIL
MAY
JUNE
JULY
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+15.35%
+18.28%
+18.60%
+16.85% so far
TJO Company
Update
Here We Grow Again
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
HUMAN RESOURCES
Yolanda Jenkins
[email protected]
P: 713-977-0203
F: 713.622.0229
Page 1
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
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
PTO REQUESTS
• After you submit your request for PTO in Time Track,
the DM must approve before it’s 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
HOME ADDRESS UPDATE
•Update your home address to receive
your check stubs after each pay period.
Page 5
ACCOUNTS RECEIVABLES
Sharon Kolek
[email protected]
P: 832-831-0807
F: 713.622.0229
Page 6
PROCEDURE FOR NSF CHECKS
•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).
Page 7
VERIFIED DEPOSIT SLIP REQUIREMENTS
• 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.
Page 8
DEPOSIT SLIP REQUIREMENTS
• 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.
Page 9
DAILY CLOSE REQUIREMENTS
• 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 day’s 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.
Page 10
SITE LINK ADJUSTMENTS
•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.
Page 11
ACCOUNTS PAYABLE
Kari Jones
[email protected]
P: 713-278-8858
F: 713.622.0229
Page 12
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
CHANGE IN MANAGERS
•When there is a new manager at a
property please notify Kari
immediately.
Page 14
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 8½” X 11” paper.
•Petty cash requests must be a minimum of
$50.00.
Page 15
TENANT REFUND REQUESTS
•Please send all tenant refund requests along
with the move out notice, ledger and SiteLink
report to Kari.
oRefund payments will be processed three weeks
after the payment date.
Page 16
ACCOUNTING
Diane Easley
[email protected]
P: 713-629-8881
Sue Martin
[email protected]
P: 713-706-3934
Fax: 713-622-0229
Page 17
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 customer’s contract and ledger along
with any other information needed to Merchant.
- If money is not owed then have the DM adjust customer’s account in SiteLink,
if needed, notify Sharon so she can adjust our books and no further action is required.
CUSTOMER DOUBLE CHARGED
•Money in bank but not in SiteLink
o Contact customer and see if we can apply
payment to the next month’s rent.
oIf they want a refund, send a refund request
to Kari.
oIf they agree to apply the payment, contact
the DM to make the adjustment to their
account.
Page 19
REVERSALS IN SITELINK
•If any reversals or chargebacks are
put in SiteLink, then you must notify
Sharon, Diane and Sue.
Page 20
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
Any Questions?
•Thank you for your time and
attention.
SBOA Tenant
Insurance
Presented by Troy Sheppard &
Dwight Broering
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
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
Phone Calls
“We’re Listening”
Phone Calls
Whether in person or over the phone a
customer’s first impression can determine
if they will rent with you.
 Today we will listen to calls from:
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Skilcheck
 Incoming calls
 Other company’s call center
Janet’s World
Auctions, Competition Review
& Marketing Reports
Janet’s World
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Auctions
Comp. Review (due by the 15th of the month)
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complete electronically by filling out the excel
form and not hand write.
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Marketing Report (due by the 15th of the month)
 Check
Google, Yahoo and Bing each month for
accuracy
Where Has
“CUSTOMER”
Service Gone?
Customers have choices
Ours chose us!
How do we get more?
2014 FOCUS
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Customer service
Salesmanship
Raising Level Of Expectations
Accountability
Business Minded Employees
Are You In?
Store Appearance
Do We Look Like A National Company?
Presented by Andy Ney
Company Standards
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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
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Are they uniform and in good working condition
Use nylon rope from inventory (noting in Sitelink
inventory adjustment)
Office Appearance
Professional – National Standards
 “Mom and Pop” – No Standard
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Today’s business economy is a battle and we
MUST fight to win!
Today’s Customers
EXPECT More And
DESERVE More
Why does it matter what the store looks like?
IT’S JUST
STORAGE!
THIS IS WHY IT MATTERS….
Before
After
Before
After
Before
After
Does your office look like this?
Or Like This…
Is it clean and organized
Or a “Hot Mess”
Or an even “Hotter Mess”
Or….Never mind!
Operations
Miscellaneous Topics
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?
Before We Go…
We’d Like To Recognize Some Team
Members For Going Above And Beyond
To Help Make The Company Better.
Thank You
Ray & Nicky Coronado
 Bill & Hazel Vague
 Victoria Faircloth and Garrett Peltier
 Rowdy Cates
 Woody Stiner
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And Thank You
For All You Do