Welcome to the 3 rd Qtr. Relief Manager Roundtable Meeting July 24, 2014.

Welcome to the 3 rd 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, Dont 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 Lets 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 Janets World Store Appearance Standards Miscellaneous Operations Topics

Financial Review Presented by John Manes

Rent Roll Increases Year Over Year By Month APRIL +15.35% MAY +18.28% JUNE+18.60% JULY+16.85% so far 2014 Financial Review

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

Yolanda Jenkins [email protected] P: 713-977-0203 F: 713.622.0229 HUMAN RESOURCES 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 its 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

Sharon Kolek [email protected] P: 832-831-0807 F: 713.622.0229 ACCOUNTS RECEIVABLES Page 6

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). PROCEDURE FOR NSF CHECKS Page 7

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. VERIFIED DEPOSIT SLIP REQUIREMENTS Page 8

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. DEPOSIT SLIP REQUIREMENTS Page 9

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 days 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. DAILY CLOSE REQUIREMENTS Page 10

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. SITE LINK ADJUSTMENTS Page 11

Kari Jones [email protected] P: 713-278-8858 F: 713.622.0229 ACCOUNTS PAYABLE 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 8 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. o Refund payments will be processed three weeks after the payment date. Page 16

Diane Easley [email protected] P: 713-629-8881 Sue Martin [email protected] P: 713-706-3934 Fax: 713-622-0229 ACCOUNTING 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 customers contract and ledger along with any other information needed to Merchant. - If money is not owed then have the DM adjust customers 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 months rent. o If they want a refund, send a refund request to Kari. o If 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 Were Listening

Phone Calls Whether in person or over the phone a customers first impression can determine if they will rent with you. Today we will listen to calls from: Skilcheck Incoming calls Other companys call center

Janets World Auctions, Competition Review & Marketing Reports

Janets World Auctions Comp. Review (due by the 15 th of the month) Please complete electronically by filling out the excel form and not hand write. Marketing Report (due by the 15 th 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?

Customers are the reason for our work; NOT a distraction from it. Do we have a CUSTOMER-CENTRIC culture? Do we WOW our customers? Do we present a SERVANTS attitude? If WE do not take care of our CUSTOMERS; SOMEONE else will!! Do we EXCEED our customers expectations, or just meet them?

Customer service definitions look something like this: "Customer Service is a function of how well an organization meets the needs of its customers." We must replace MEETS with EXCEEDS, because just meeting the needs of our customers isnt enough anymore. We MUST be better than that! If we just MEET expectations, it allows the quality of service to vary from customer to customer. We MUST have a CONSISTENT level of customer service with every customer every time.

Our CUSTOMERS have a choice...they chose US! Our CUSTOMERS: Took the time to search and find us! They have shown interest, spent time, and spent money, with US! Our CUSTOMERS are motivated and actually took the time to give us an opportunity to SHINE. We cant turn our back on our customer now, or theyll turn their back on US!

Our New Customer Service Definition "Customer Service is a function of how well an organization is able to constantly and consistently exceed the needs of the customer." Why is this better? "is able to" - it's an ability, a skill "constantly and consistently" were doing it all the time "exceeds the needs" - more customer delight than customer satisfaction "the customer" - makes the customer an individual, rather than a group, with their special set of needs and wants. Customer service definitions put the organization first, and the customer second? The customer should always come first.

It is time for us to take a more CUSTOMER-CENTRIC approach. Another CUSTOMER service definition: "A customer defines good customer service as how they PERCEIVE that an organization has delighted them, by exceeding to meet their needs". What happened to "ability" and "constantly and consistently? The customer does not care if you give others good service, as long as we give them good service all the time (how we treat others is naturally a good predictor for customers as to how well treat them). So we have to have the ability to constantly and consistently OVER deliver to make sure that the individual customer is delighted. And as we can see, in the end there is no truth, only PERCEPTION. Unfortunately, PERCEPTION can become a REALITY!

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

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) Company Standards

Office Appearance Professional National Standards Mom and Pop No Standard

Todays Customers EXPECT More And DESERVE More Todays business economy is a battle and we MUST fight to win!

ITS JUST STORAGE! Why does it matter what the store looks like?

THIS IS WHY IT MATTERS. Before

Before

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 Wed 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

Welcome to the 3 rd Qtr. Relief Manager Roundtable Meeting July 24, 2014.

Documents

job slide

texas slide

financial review slide

important information

corrected deposit

corrected verified slip

deposit slips

nsf checks page