MANAGERS IN ACTION


a move to the National Storage Centers’ Oakman location. “He switched units a few times,” she says, “and I’ve held units for customers who needed a different unit size.” Though Andrews does not bend the rules, her managerial style is upfront, honest,


and understanding. She uses those qualities to deescalate tensions with customers who are unhappy about company policies and help them understand that she has no control over them. Thankfully, Andrews notes that in-person confrontations with rude customers are rare. In fact, most of her interactions with customers have been positive and result in


excellent feedback. When it comes to Google Reviews, Andrews and National Storage Centers – Bloomfield East have earned a 4.9-star rating from 117 stellar reviews. Her customers have described her as nice, kind, sweet, helpful, knowledgeable, fantastic, top-notch, outstanding, and accommodating—to name a few! To summarize, they appreciate how she answers all their questions, makes recom-


mendations, and provides complete facility tours regardless of the weather, so it’s no surprise that Andrews has plenty of repeat customers at the property she manages. “She is one of our best,” says Beau Agnello, senior vice president of operations at Pogoda Companies, “and does a fantastic job.”


Operations And Objectives In addition to her five-star customer service skills, Andrews excels in facility manage- ment and maintenance. She doesn’t shy away from physical labor or tough tasks either; from pulling weeds and shoveling snow to cutting locks, removing trash, salt- ing sidewalks, and cleaning every square inch of the site, Andrews stays on top of all the facility’s upkeep. She’s even borrowed a tenant’s industrial leaf blower to keep the property free of debris. While there’s not much landscaping to be done to add to the site’s curb appeal, Andrews keeps the office space cheerful with potted plants. “I like to stay busy,” she says. If there’s anything she can’t handle on her own, such as broken door latches or doors that are off the tracks, Andrews doesn’t hesitate to contact corporate for


immediate assistance. And although she has access to a golf cart, Andrews prefers to con- duct property checks on foot when she’s not busy. Her golf cart is even equipped with a salt spreader, per her request, due to continually icy conditions at the National Storage Centers – Bloomfield East location. When she


isn’t keeping her property


sparkling clean, making deposits, replying to Google reviews, or distributing promotional flyers to local apartment complexes, Andrews is likely assisting other managers as a regional trainer. Andrews, who has been a regional trainer


for the past two years, has been fielding inquiries about the company’s new manage- ment software. Her inquisitive nature and desire to learn led her to figure out the SSM system’s intricacies through trial and error and then assist others with any glitches they experience. As a regional trainer, Andrews also helps train other managers and assistant managers employed by Pogoda Companies, open new stores, and organizing offices. In February she was working with her regional manager to open a new facility in Kentucky. “I’m thrilled to be part of it,” says Andrews.


“Watching the transformation is great!” She’s fond of covering shifts at other


National Storage Center facilities as well, going out of her way to organize the various offices to create uniformity. “I enjoy meeting new people and getting


out of the office,” Andrews says, adding that she feels like her voice is heard at Pogoda Companies. “I’m excited for the next step.” For Andrews, the next rung on the corpo-


rate ladder is regional manager. “It’s every- thing I like to do,” she says.


Sound Advice Whether you are new to the self-storage


industry or a seasoned property manager, Andrews offers advice worth hearing: “Don’t be afraid to ask for what you want,” she says about needing help, more responsibilities, or items to improve the site you manage. “And if you’re bored, ask for more work to do.” Indeed, productivity is key to increased


job satisfaction and business success. And Andrews is a prime example of that notion!


Erica Shatzer is the editor of Mini-Storage Messenger, Self-Storage Now!, Self-Storage Canada, and MiniCo Publishing’s annual Self-Storage Almanac. She’s also the author of the children’s ebook, Hamlet the Unlucky Piglet.


36 Self-Storage NOW! FIRST QUARTER 2022


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