The Keys to Better Employee Performance

Many thanks to our guest blogger Sydnie Wilda, Business Development Manager at Anytime Storage Property Management.

Keeping Your Managers Involved in Operations is Critical

Taking ownership of day-to-day operations is crucial when overseeing a self-storage facility. When you take pride in a location and understand that you are responsible for its care, it alters your mindset. Rather than thinking, “This is what you need to do,” it becomes, “This is your location, this is your store.” You recognize what happens at this facility, what has been done, and what still needs to be accomplished. Ultimately, it is your responsibility to ensure these tasks are completed, and this fosters a genuine sense of ownership. 

As a facility manager, this mindset is extremely important. You’ll encounter individuals who are content to simply fulfill their basic duties without taking initiative, merely meeting the required metrics. However, those who truly care will notice details, such as a scratched bollard, and take the initiative to arrange for repair and maintenance before anyone else brings it up. This proactive approach is what distinguishes a good facility manager from an average one.

An Involved Team Creates a Cohesive Operation

The success of a facility depends on its cohesive operation, where every element works together seamlessly. It’s not just about maintenance and operations; the overall functioning of a facility encompasses maintenance, customer service, and staying on top of key performance indicators (KPIs). It’s an all-inclusive approach that addresses everything happening on-site. 

Additionally, it’s important to empower team members with decision-making authority and instill a sense of accountability. They must feel comfortable acknowledging when something hasn’t been accomplished. Whether there’s a valid reason or not, it’s crucial for them to recognize, “I didn’t get that done. I will ensure it gets done next time.”

Are Flexible Policies Important?

In my experience, scripts are important, especially when you’re starting to learn a new job or a new facility. They are crucial because, without them, you may forget something important or hesitate to ask key questions. However, once you get into a routine, the conversation flows more naturally and doesn’t feel so rigid (people…not robots). 

If you can allow some flexibility for employees to personalize their approach to sales and operations, it can create a better environment for managers. For instance, there might be a unique or humorous aspect about a unit that a customer is renting that’s worth mentioning. Understanding where they are at while renting should help guide the conversation as well. 

By personalizing their interactions, employees take greater responsibility for customer service. It shifts ownership onto them: they can make it their own, and managers can see a difference. As long as employees promote the facility and fulfill their basic responsibilities, they should be encouraged to explore what else they can do.

Help Your Managers Grow 

I believe it’s essential to view individuals as whole people. It’s not just about that; it’s also important to encourage their curiosity about a range of topics. We should motivate them to explore and ask questions. If they encounter something they don’t understand, remind them that they have access to numerous resources. This could include magazines, other facility managers, or the handbook for guidance. It’s crucial to dive into these materials, ask “why,” and give them the freedom to learn and educate themselves. Since everything is continually changing, we want them to stay informed and understand how to approach different situations in the most current way possible.

Offer the Resources Your Team Needs to Succeed

Investing in people is crucial. When you provide resources and support, your team members feel more valuable and confident in their roles, which ultimately benefits the organization. On the other hand, failing to invest in your team can leave them feeling lost or under-informed, limiting their potential.

This industry is vast, with many individuals eager to share their knowledge and educate others. We have valuable state associations that provide excellent resources. Take advantage of these opportunities to allow your team to learn and grow. Rather than viewing their desire for development as a distraction or a waste of time, you should recognize that it is an investment in the organization’s future- it’s giving them time for this over TikTok and Instagram scrolling. 

We’re More Connected Than Ever

I believe we are well positioned in the industry with new technology. There are more resources available now than ever before, which benefits the entire sector. This increase in resources helps managers, whether working in person or remotely, allowing people to feel more connected and get answers faster than ever.

The industry has experienced significant consolidation, and many may feel anxious about their company being acquired by a larger one. However, it’s important to highlight that this can be a positive development. We can emphasize the benefits of such changes.

Keeping employees engaged and involved in the process is crucial. When you’re aware of upcoming acquisitions, it’s essential to communicate excitement with your team. Let them know that they are part of this journey and that their involvement is valued.

Reward Successes and Employee Growth

I believe it’s important to recognize individuals not just for their significant achievements, but for everything they do. For instance, acknowledging when someone goes above and beyond at a facility can make for a remarkable experience. This recognition shouldn’t be a one-time event; it should reflect consistent performance over time. 

When recognizing someone, it’s essential to see them as a whole person, rather than merely focusing on one task. This includes appreciating their positive attitude, professionalism (even when they work from home), and readiness to engage in their work. It’s also important to acknowledge the challenges they may face and to show support during difficult times, letting them know they have their team’s backing.

The days of simple pizza parties to show appreciation are, I think, long gone. Instead, when you recognize someone, it should be meaningful and genuinely convey gratitude. This could be as simple as saying thank you for their specific contributions or writing a handwritten note, depending on the situation. It’s also beneficial to highlight their contributions to the whole team, saying things like, “Did you see what so-and-so did?” This helps everyone recognize and appreciate their value.

When people feel seen and appreciated, they naturally tend to perform even better.