Review Your Goals to Achieve Them

New Year…New Goals

I think that when the new year begins, many of us set various goals—like trying new things, losing weight, or committing to more marketing efforts. However, it’s crucial to recognize that we should have different types of goals, especially when it comes to our properties and improving customer experiences.

Instead of focusing only on what we already know about ourselves, we should consider how to enhance the storage property and deliver a better experience for our customers. There is so much to think about regarding a customer’s journey, from their very first interaction with your company to their last. Unfortunately, we often don’t perform as well as we could during these final interactions.

Start the Day Focusing on Customer Service

I really appreciate focusing on the customer experience. It seems like that should be the top priority. In the morning, when you arrive at the property, the first thing you should think about is, “How can I make these customers happy today?” Later in the day, it would be ideal to take a moment to reflect on whether anyone might have been unhappy with their experience. If so, reach out to them.

For instance, you might say, “Hey, I know you were upset today, and I wanted to check in with you.” It shows you’re paying attention and haven’t forgotten their concerns. Even offering a small gesture, like a $10 credit, can go a long way in showing you care.

Every day should start with the mindset that today will be great. I aim to make every customer who walks through the door happy. Later in the day, I can take 15 minutes to follow up with anyone I wasn’t sure about or who might need additional support.

Maybe the Property Itself is Your Focus

Sometimes, when we’re out and about —whether looking at a property or doing other activities —we tend to get tunnel vision and overlook things that are dirty or messy—even in our own homes. It’s funny how we often don’t notice things that others might.

If today you’re focusing on customer service, perhaps tomorrow you can pay attention to your property. When you arrive in the morning, take the time to do a thorough walkthrough (not just a lock check). Pay close attention to details, such as the condition of the keypad and door handles, and the cleanliness of the bathrooms.

Then, at the end of the day, do another walkthrough, and you may be pleasantly surprised at how much better things look after you took time to clean up or improve property imperfections. Noticing these details on the morning walkthrough can make a significant difference.

Set the Day Up to be Productive

Starting in the morning, it’s essential to set your intentions for the day—how you plan to interact with others and how you will strive to be productive. At the end of the day, take a moment to review your progress and ensure you’ve met your improvement goals.

I also appreciate the idea of focusing on just one goal each day, as trying to tackle too much can feel overwhelming. For instance, if you’re anything like me, you probably have a never-ending to-do list of tasks that need to be accomplished. Instead, you could say, “Today, Monday, will be dedicated to cleaning the property.” Then, make it a priority.

I find it particularly interesting in the self-storage industry, where having daily, weekly, and monthly goals helps. This way, at the end of the week, you can assess your daily accomplishments and determine what you can focus on for the week ahead.

Being productive doesn’t necessarily mean checking off every item on your list. It’s about starting tasks and making progress, even if it’s just a small step forward. At the end of the day, you can reflect and say, “Hey, I made some progress,” and that feels good.

Don’t Get Frustrated

I often set my goals at the beginning of the day, thinking about what I need to accomplish. However, by the end of the day, I sometimes feel frustrated because distractions can sidetrack me. I find myself wondering if I finished everything I intended to. That’s why it’s essential to review what your goals were at the end of the day and assess whether you achieved them. Sometimes, it might take an extra day to complete everything.  But nobody is judging you for this.  At least you got started!

Get Everyone Onboard

It would be beneficial if everyone, including managers, assistant managers, and staff, participated in a simple goal-setting practice. For example, when you come into the office, you could write down your main goal for the day and post it somewhere visible. This way, you have a clear focus and won’t feel overwhelmed. At the end of the day, you can check off the goal you accomplished.

Additionally, you could leave a note for the person coming the next day that reads, “Here was my goal today, and I completed it!” This creates a sense of accomplishment and can even serve as a bit of motivation for the next day’s crew. The following person can see what was achieved and feel encouraged to set and accomplish their own goal. I believe this practice could foster accountability and motivate everyone to keep the momentum going.

It Doesn’t Have to be Overwhelming

Set a goal at the beginning of the day and revisit it later to avoid feeling overwhelmed. Yes, there will always be a list of tasks, but focus on tackling them one at a time. If you don’t complete something today, that’s okay, but don’t keep pushing it off until Friday. Remember to give yourself grace. Stay focused on achieving your goal and don’t stress over it.