We know there are “Seven Habits of Highly Effective People” and “50 Ways to Leave Your Lover.” Thank you, Steven Covey and Paul Simon for helping us to clarify these things. Business leaders are often pushed and pulled in many directions and are trying to motivate and manage many people and projects at the same time.
Keeping seven things in mind might be tough. I apologize to you, Mr. Covey, but we may have to cut the list down. How about four? We can probably keep four things in mind at any time.
Showing empathy for those you lead will gain you respect and loyalty. Having empathy for others will give you a broad and deep understanding of affairs and conditions that are important to your mission.
Putting yourself in your customers’ shoes will help you develop products and services that bring real value and create good margins. Understanding the position of your investors and stakeholders will help you alleviate their concerns and garner more support from them.
How will your actions and your company’s behavior shape the near-term future and the long-term future? Are today’s activities helping you build for more opportunity and better service? Thinking ahead will help clarify strategy and tactics, helping to rally support among your team members.
Every action has ripple effects that move well into the future. If you can anticipate those ripples and influence them, you can create solid and sustainable strategies.
When it is time to act, act. Take plenty of time for empathy and thinking ahead and planning and strategizing. But when it is time to act, act swiftly and deliberately. Act boldly. You may not have many opportunities to move an organization in a significant way, so make that opportunity count when it is presented to you. Leaders are called leaders because they take people and projects to places that the meek and unprepared would not dare venture. Go there with purpose and go there boldly.
Good leaders make mistakes. Admit when you make a mistake and move on from it. If you were using your empathy, thinking ahead and acting boldly, you did all you could to be prepared. In that case, you made a good mistake. Own it. Learn from it. Forget it and move on to the next set of decisions. Make sure the people who are affected by the mistake know you made it, understand how you made the mistake and see how you plan to move on. Involve them in the next plan and prepare for action.
Successful leaders know there are only a few things that set them apart from those who pretend to lead or those who are managers but not leaders. If you aspire to be a successful leader, you can do it by exercising your empathy, thinking ahead and acting boldly.
When you err, admit your mistake and move on. You will have many who will follow you, because they know your mistakes will be worth experiencing for the successes that follow. ●
StorageMart, one of the world’s largest privately held self-storage companies with locations across the U.S. and Canada.
Tron has helped lead the company to double-digit revenue growth for the last four years by embracing digital marketing and call center support. With 40-plus years of experience in sales, marketing and training, he continues to be sought after as a public speaker, sales trainer and consultant.
This may be the most unglamorous and simplistic business in the world, but like every other business, it has developed a complicated and multifaceted advertising and marketing ecosystem. I am making plans and preparations to present some of StorageMart’s marketing practices at PubCon, which Forbes magazine has called a must-attend event for online and social marketing. Conferences like these are a great way to show what you are doing to peers, and study what other peers are doing. My sessions are normally about local and niche marketing.
It has been said that all politics is local. The thinking is that people vote for candidates based on how the candidates feel about or act on issues of local importance. I am not so sure this is correct.
What does this have to do with advertising and marketing? Many businesses are similar to self-storage in that they draw their customers from a defined geography. The shoe repair shop does not have many customers mailing shoes from the next state over to be repaired and mailed back. The shoe repair customers come from a rather small area, perhaps 10 minutes’ drive-time, perhaps 10 minutes walk-time. There may be reasons you would choose one shoe repair shop over another, and you might go an extra 10 minutes to get far better service or because that shop’s staff are particularly pleasant to deal with. But would you go an extra 15 minutes farther? Twenty minutes farther?
Value of the locality
Grocery stores are similar. How many grocery stores would you drive past or walk past to get to the one you like best. Grocers draw from a very tight geography as well. This is one reason you hear about the existence of “food deserts” where neighborhoods lack access to full service grocers.
I suppose the world view qualifier that I believe affects politics also affects shopping. If you only eat gluten free organically grown locally produced foods because that is what you believe in, you may pass many other grocers before getting to the one that meets your qualifications. If the local shoe repair shop uses leather repair patches made of Kangaroo, and you are opposed to making leather from kangaroo, you might travel some distance to find a shoe repair shop that only uses cow leather.
My point is that advertising and marketing is local, because your most likely prospect is the person who lives closest to your place of business. If your business practices or business niche caters to people of a certain world view, then your geography suddenly widens tremendously. If your business does not have a physical location, then your place of business is the mobile device, tablet or PC of anyone in the market for your product or service anywhere you able to complete a delivery. If your business does have a physical location, you are competing online with companies strung across the globe for the potential customers in your local area.
Advertising and marketing is local and it is not local at the same time. For storage companies in general, the focus has become heavily dependent on reaching local consumers. There just aren’t too many ways to differentiate between storage places so that one can create a niche market that will draw from a very wide area. There are not too many world views that would work for or against a storage operator to help make local advertising and marketing less of a factor.
We do look for differentiators that will help convert more shoppers into customers. A clean storage facility that smells fine is what consumers want, but they don’t always know that until they get to the storage place and take a look around and experience the smells there. It would be odd and probably counter-productive if StorageMart advertised itself as the best smelling storage place in Brooklyn. It might work, but the chances seem pretty slim.
It is difficult to appeal to other niches. How do you promote self storage as an environmentally friendly, low carbon footprint business? In some ways it is exactly those things. We encourage people to save, reuse and repurpose, because we all about keeping things rather than throwing things away. Storage places use a fraction of the electric power buildings of similar square footage use, because we only run lights when people are in the aisles and in their units. We use a lot less heating and cooling because people’s belongings are fine being a lot warmer in the summer and a lot cooler in the winter than you would keep your home, office or hotel room. Wouldn’t it seem a little weird to promote self storage as an earth friendly action that will save the snow leopard and the tiger? Maybe this would be the perfect way to promote storage and I just don’t believe it yet.
StorageMart has several properties in the greater Toronto area that are being outfitted with solar electric power generation panels on all of the roof space. Each of these properties is large enough that hundreds or even perhaps thousands of homes can be powered while reducing greenhouse gas emissions. But how many people are shopping for an environmentally friendly storage facility? Even if people were shopping or such a thing, we wouldn’t know it, because Google no longer reports on keyword data.
If StorageMart is competing with all sorts of companies from outside of its many, many little geographic trade areas, and if it is difficult to fit storage in to a particular world view, how do we go about local advertising and marketing?
Distribution is the first item of importance. Look at the world’s most successful companies and you will see that they master distribution. By this I mean they are easy to find everywhere. In how many places can you find Coca Cola, Pepsi or Budweiser? We take this same approach in a local way. Any outlet that is local in nature in one of our trade areas is important to us.
Google Maps, Yellow Pages, city directories and local business listing sites get a lot of attention. These activities are the foundation for building other local tactics. Any local business should be spending a lot of time managing and tweaking these tools.
Other steps to consider
Local relevance is the next item of importance. I don’t mean relevance in the way internet marketers used to use the term relevance before Panda, Penguin and Hummingbird. I mean relevance in real life with real people in real situations. Is your customer service top notch? Do you support local events, local organizations and local charities? This local relevance generates positive online reviews and positive real-world word-of-mouth, which all influence how powerful a local brand you have. The more powerful your local brand, the easier it will be for people to recognize you when they search and to the easier it will be for search engines to identify you and show you to people who are searching.
Online social engagement is the next item to consider. There are many social sharing sites that are powerful influencers and allow those people who find you relevant to speak well of you and to be a part of your wider network of support. There are those who scoff at social engagement and say that it does not produce definitive returns on investment. I would answer that when people are checking in at your place of business on their favorite social site, that when people like, share and comment on your postings, you are getting valuable referrals, recommendations and affirmations that others in the geography you work in will notice. This is powerful stuff.
Video is another very important part of the mix. People love to watch video and they love to watch interesting, funny, entertaining or informative video. It is tough to make storage be all of those things, but you have to try and have a little fun with it.
Mobile is the fifth piece of the puzzle. We have tried to make the mobile version of Storage-mart.com user-friendly and easy on the eyes. We use many advertising partners to serve ads to mobile users when those users are in our geographic areas. When you see how quickly people are changing their use habits and now spending most of their online time on their mobile devices it makes your head spin. We plan to spend a lot more time working on ways to make it easier to find StorageMart and easier to find a storage unit in the mobile environment.
We don’t pretend to have all the answers to the advertising and marketing questions. In fact, I am not sure we even know all the questions. I expect that if we continue to focus on local distribution, local relevance, social engagement, video and mobile, we will find a way for enough people to find us easily.
If all advertising and marketing is in fact local, then we are on the right track. In the meantime, we might discover the one world-view twist that makes storage a must-have item for cool people everywhere.
Tron Jordheim is CMO of StorageMart, one of the world’s largest privately held self-storage companies with locations across the U.S. and Canada. He has helped lead the company to double-digit revenue growth for the last four years by embracing digital marketing and call center support. With 40-plus years of experience in sales, marketing and training, he continues to be sought after as a public speaker, sales trainer and consultant. For more information, visit http://www.tronjordheim.com.
“People are people” the old saying goes. That means everyone brings his or her own personal baggage with him or her to work. People make poor choices, act rashly and defend their own comfort zones. People have agendas all their own that often have nothing to do with the work agenda that you, as the manager, are promoting.
The best managers try hard to motivate and guide their people to meet agreed-upon goals. Procedures, protocols and guidelines are put in place to help keep things fair and organized. Feedback, motivation and direction are given. But at the end of the day, good managers realize there is no good way to manage people.
But since managing people is the key to any business success, you have to try anyway.
There are many books on people management, and you may have practiced all the different styles. There are really only two things to do. One is to make sure your staff is getting ongoing training, feedback, correction and motivation for all their work-related behaviors. The other is to leave your people alone and let them work. The trick is to know when to do which with each person.
Here are some ways you can try:
Create models of best performance and best practices for employees to learn, copy and aspire to. You can create goals, requirements and performance thresholds to use as measurement tools.
Be fair and consistent in enforcing performance requirements and work rules, and be honest with them in your assessment of business conditions, in communication of company policies and your feelings about their performance.
Know your people
Get to know your people individually so you can find the right way to approach them, motivate and correct them. Spend a little time with each of your direct reports and encourage them to spend time with each of their direct reports.
Spending time together helps solidify teamwork, helps clarify any issues and helps to make sure you and your people are being accountable to each other.
Stop relying on email and memos. Have personal conversations with the people in your group. Allow your people to be honest with you. Spend a little personal time with each person every month if you can.
Learn to be a good listener. You will learn a lot about how to deal with your people if you hear what they say.
Leave well enough alone
Sometimes managers feel that people can perform better and can produce more, but if employees have found a comfortable and satisfactory balance, it is best not to disturb it. Resist the temptation to over manage.
There are times your people just need to be left alone to do their jobs. Some days you will work hard to mold people’s behavior and performance when what they really needed was to be left alone to do their jobs. Some days you will leave people alone when what they really needed was to be working with someone. Try to ask yourself each day, Who needs time from me today?, Who needs to be left alone?
If you allow yourself to admit that there is no good way to manage people, you can do your company a lot of good by trying to be a better manager every day. Work on best practices, get to know your people, communicate personally and above all, leave well enough alone.
Tron Jordheim is CMO of StorageMart, one of the world’s largest privately held self-storage companies with locations across the U.S. and Canada. He has helped lead the company to double-digit revenue growth for the last four years by embracing digital marketing and call center support. With 40-plus years of experience in sales, marketing and training, he continues to be sought after as a public speaker, sales trainer and consultant. For more information, visit www.tronjordheim.com.
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