Welcome to the 3rd Qtr. Relief Manager Roundtable Meeting July 24, 2014
Ground Rules
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
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
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
Rent Roll Increases Year Over Year By Month
APRIL MAY JUNE JULY
+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
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
TJOZone Presented by Dayna Duckett
TJOZone Individual log in Email address = user name Storage123 Can change password after signing in
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:
Skilcheck Incoming calls Other company’s call center
Janet’s World Auctions, Competition Review & Marketing Reports
Janet’s World
Auctions Comp. Review (due by the 15th of the month) Please
complete electronically by filling out the excel form and not hand write.
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
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
Curb Appeal/Landscaping Grass
Cut Trees Pruned Shrubs Trimmed Flower Beds Have Mulch Office Entrance Clean Parking Area Striped And Signed
Company Standards
Roll-up Doors Keep
Springs Lubricated Replace Rusty Or Damaged Latches Check Ropes
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
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
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
And Thank You For All You Do
