As we wrap up 2024, an election year no less, it’s a good time to reflect on the challenges and triumphs we’ve all faced together. With so much change happening in the world around us, one thing remains constant: the importance of delivering excellent service and creating lasting relationships. This year has reminded us of the vital role our employees play in shaping the customer experience.
Looking ahead, we’re excited for 2024 and all the new technology and partnerships that will help us serve you even better. We’re always exploring new ways to enhance the tools and services we offer, and we’re eager to share those innovations with you in the coming months.
And speaking of sharing, we absolutely love hearing from you! Whether it’s a quick note or a picture of one of our trucks spotted in action across the country, your stories inspire us. Keep them coming—we’re always thrilled to see how our trucks are making an impact far and wide.
I also want to take a moment to recognize our incredible team. This year, we welcomed some amazing new faces, including Stacie Maxwell, who has already made her mark, and our ‘young guns,’ Malachi and Chelsea, who bring fresh energy and new ideas to the table. I also can’t forget to give a special shout-out to Lexie—we missed her while she was on maternity leave, and we’re so happy to have her back with us!
To my entire team, thank you for your hard work and dedication. You’ve made this year one to remember, and I couldn’t be prouder.
As we close out this year and prepare for what’s ahead, I want to thank all of you—our customers—for your continued trust and partnership. Here’s to a bright and exciting 2024 filled with growth, innovation, and continued success.
Senior Business Development Manager tim@onthemovetrucks.com
Business Development Manager nicholas@onthemovetrucks.com
Business Development Manager
priscilla@onthemovetrucks.com
Business Development Manager michael@onthemovetrucks.com
Project Manager ryan@onthemovetrucks.com
Marketing/Executive Assistant
Insurance Agency
Director of Insurance
chelsea@onthemovetrucks.com
stacie@securelease.com
SECURELEASE Program Director mike@securelease.com
Tenant Protection Administrator
charly@onthemovetrucks.com
Claims Adjuster sandra@onthemovetrucks.com
Admin Team
Lexie Rose Controller lrose@onthemovetrucks.com
Malachi Brand
Noemi Farias
Karen Lunski
Janelle Solis
Juan Castillo
Bobby Stratte
Business Analyst malachi@onthemovetrucks.com
Title and Registration Associate noemi@onthemovetrucks.com
Customer Service Director karen@onthemovetrucks.com
Operations Administrator
Warehouse Manager
Warehouse Assistant
janelle@onthemovetrucks.com
juan@onthemovetrucks.com
bobby@onthemovetrucks.com
STACIE MAXWELL JOINS ON THE MOVE, INC.
We are proud to announce our new Director of Insurance Stacie Maxwell. With over 20 years of experience in Self Storage and Training we are so excited to have her on our team and cannot wait to see what is next with her.
ON THE MOVE KIDDOS FIRST DAYS OF SCHOOL!
LEXIE ROSE WELCOMES NEW BABY!
ON THE MOVE NEWS
TENNESSEE SELF STORAGE ASSOCIATION
Michael Woolard and Stacie Maxwell headed up to Tennessee to to represent SecureLease!
We are so happy to welcome Baby Bodie Rose to the On The Move family, and are so happy for Lexie Rose and her family
self storage association’s fall conference
On The Move headed to Self Storage Association's Fall Conference! At the conference, we honored the women of Self Storage and Anne Ballard with our truck!
Our Barbie Dreamtruck and crew got to experience Petrified Forest National Park!
The Role of ReAl EstAte Agents in A DigitAl World
With the rise of online home-buying platforms such as Zillow, Redfin, and Opendoor, some have questioned whether the role of the traditional real estate agent is becoming obsolete. Buyers and sellers can now browse listings, compare home prices, and even submit offers from the comfort of their smartphones. Agents who embrace technology and adapt their strategies to the digital age are not only staying relevant but thriving in this evolving landscape.
UNDERSTANDING THE NEW DIGITAL REALITY
By the time a buyer contacts an agent, they may have already viewed dozens of homes online, researched neighborhoods, and even taken virtual tours. Sellers, on the other hand, can access online tools to estimate the value of their property or explore the current market trends.
Rather than acting as the sole gatekeepers of information, agents are now stepping into the role of trusted advisors and market experts. The internet can provide data, but it lacks the nuanced understanding and personal insights that agents bring to the table. A homebuyer might know the square footage of a house, but an agent knows why that square footage matters based on the neighborhood, the buyer's lifestyle, or future resale value. This deep knowledge can’t be found in a listing.
PROVIDING VALUE BEYOND ONLINE PLATFORMS
One of the key reasons agents will remain relevant is that real estate is inherently a human-driven process. Buying a home is one of the most significant financial and emotional decisions a person will make. While online platforms provide convenience, they cannot replace the guidance, emotional support, and problem-solving skills of a seasoned agent.
Real estate transactions are complex, and challenges often arise that require the expertise of an agent. Agents have the knowledge and
experience to handle the unexpected.
Moreover, agents add immense value through their local market expertise. Online platforms can provide general information, but real estate is hyperlocal. Agents understand the nuances of different neighborhoods, school districts, and community dynamics. They can also provide critical information about future developments, helping buyers understand not only the current value of a property but its potential future worth. This type of market intelligence is something that an algorithm simply cannot replicate.
BUILDING PERSONAL CONNECTIONS IN A DIGITAL WORLD
Buyers and sellers alike value trust and relationships when making such significant financial decisions. Agents can set themselves apart by focusing on building personal connections that go beyond the transactional aspects of buying and selling a home.
Agents who prioritize communication, transparency, and genuine concern for their clients' needs will continue to thrive in a digital world. This may include using digital tools to stay in touch but doing so in a way that is personalized and meaningful.
It’s also important for agents to maintain their presence in the community. Hosting local events, participating in neighborhood activities, or being active on social media can help agents build trust and recognition beyond just their listings.
THE POWER OF BRANDING
In the digital age, an agent’s personal brand is more important than ever. Online platforms have made it easy for potential clients to find reviews, compare agents, and make decisions based on their online presence. A strong personal brand can set an agent apart and help establish them as an authority in their market.
Agents should maintain a professional, polished online presence through their website, social media channels, and review platforms. Sharing valuable content such as market insights, home-buying tips, or local news can position agents as experts in their field. It’s not enough to be present online— agents need to be active and provide value to their audience.
CONCLUSION
The rise of online home-buying platforms has certainly changed the real estate industry, but it hasn’t made agents obsolete. Instead, it has reshaped their role from information providers to trusted advisors and problem solvers. By embracing technology, providing personalized service, and building strong personal connections, real estate agents can not only stay relevant but thrive in this digital world. The human touch remains irreplaceable, and those agents who leverage their expertise, local knowledge, and personal brand will continue to succeed, even as the industry evolves.
Mitigating Risk with Manager Involvement
by CJ Stratte
In the business world, a simple and efficient claims process can significantly improve operations, minimize frustrations, and foster customer loyalty. But there's an additional, often underappreciated, benefit to refining your claims system: risk mitigation.
Here’s why a simple claims process is critical, and how having a manager directly involved in initiating and checking out damages can significantly mitigate risk.
1. The Power of Early Intervention
The quicker a claim can be assessed and resolved, the lower the chance of escalating problems, such as damage to your buildings, operational bottlenecks, or even legal disputes.
Early intervention also helps keep costs down, as unresolved claims can sometimes spiral into bigger problems. By stepping in promptly, a manager can prevent small issues from snowballing into larger, more expensive risks.
2. Accurate Damage Assessment:
By having a manager involved, the accuracy of damage assessments can be significantly improved. A manager knows their company’s assets—whether those assets are rental trucks, storage units, or equipment. Their experience allows them to make informed decisions, reducing the chances of overestimating the damage and paying out more than necessary, or underestimating the damage, which could frustrate the
customer and lead to disputes.
For example, in the case of a rental truck claim, the manager's oversight ensures that the damage is assessed thoroughly, based on actual wear and tear versus customer-inflicted damage. This protects the company from paying for repairs that aren't justified, saving both time and money.
3. Mitigating Legal Risks: Transparency and Accountability
A poorly handled claims process can easily lead to legal issues, especially when customers feel that their concerns are not addressed or that their claim has been mishandled. When the manager is involved in the process, there is a higher level of transparency and accountability, reducing the chances of customer dissatisfaction escalating into a legal battle.
For instance, if a customer files a claim for damage to a rented truck or storage unit, the manager can facilitate a detailed review, backed by photos, reports, and timestamps, which can serve as evidence should a dispute arise. Having this level of documentation mitigates the risk of legal challenges.
4. Preventing Fraudulent Claims
Another significant risk in the claims process is fraud. Whether intentional or unintentional, fraudulent claims can lead to significant finan-
cial losses for a business. Without proper oversight, some customers might exaggerate damages or file claims for pre-existing issues, hoping to exploit the system for their benefit.
By having a manager oversee the claims process, the risk of fraudulent claims can be greatly reduced. Managers are in a better position to verify the details of a claim, using their knowledge and experience to identify inconsistencies or discrepancies. This might involve reviewing the history of the equipment, the condition before rental, or conducting a more thorough investigation into the circumstances surrounding the claim.
When a manager is directly involved in claims assessments, they can request further evidence, such as additional photos, third-party inspections, or cross-referencing with rental records. This not only helps to prevent fraudulent claims but also ensures that the company isn't unfairly compensating customers for damage that wasn’t their fault.
5. Improving Operational Efficiency and Reducing Business Risk
Efficient claims management is crucial to maintaining smooth operations and minimizing risks to the business. When claims are mishandled, it often leads to operational delays andcustomer dissatisfaction.
For example, if a storage unit is damaged and needs repairs, a manager can ensure that the repairs are approved and scheduled quickly, reducing downtime and preventing further damage. Similarly, in the case of a rental truck, a manager's timely involvement means the vehicle can be assessed, repaired, and returned to service faster, keeping business moving as usual.
This proactive approach reduces the overall risk to the business, ensuring that assets are not out of commission for longer than necessary and that customers remain satisfied with the service they receive.
6. Enhancing Reputation and Customer Trust
Finally, an often-overlooked aspect of risk mitigation is reputation management. A company’s reputation is one of its most valuable assets, and a well-managed claims process can play a significant role in preserving and enhancing that reputation. Customers who feel that their claims are handled efficiently, fairly, and with a personal touch are more likely to trust the business and recommend it to others.
A manager’s involvement demonstrates that the company takes customer concerns seriously, which builds trust and reduces the risk of negative reviews, bad publicity, or lost business. Customers are less likely to escalate an issue when they know that someone with authority is directly overseeing the resolution process.
Reducing Risk Through a Simple Claims Process
A simple claims process is more than just good customer service—it’s a crucial element in mitigating risk. By involving a manager to oversee the process, businesses can reduce the risk of fraudulent claims, inaccurate assessments, legal challenges, and operational disruptions. A manager’s expertise, combined with clear communication and documentation, ensures that claims are handled with transparency and efficiency, protecting the company’s bottom line and preserving its reputation. In the end, it’s not just about resolving issues—it's about preventing them from escalating and ensuring long-term success.
Priscilla Brito
Position at On The Move: Account Executive
When did you start working at On The Move? October 24, 2022.
Where are you from? I am from Odessa, TX (West Texas) but I always knew I would end up in the San Antonio area.
What did you do before On The Move? I worked for Neyva Bustamante Real Estate; it was a lot of running around and where I put a ton of miles on my car, but definitely one of the most fun jobs I’ve had. I also worked at State Farm and that is where my insurance career started.
Favorite thing about On The Move? Definitely the culture! Everyone is always joking around and laughing but also available when you need help.
Tell us about your family: My husband David and I have been married for 10 years. We have 2 daughters and a son, Angelica 17 who will be graduating High School this year, Penelope 9 who is the firecracker (like her mother), Jameson 7 who has Expressive Language Disorder and is a momma’s boy.
Hobbies: I love to bake when I have a chance! Baking and decorating helps me relax and gets my creativity going.
Favorite animal: Horses and dogs have my heart. I had 2 dogs Apollo (pit –mix) and Raven (boxer). Raven was so energetic, and Apollo was my protector. Once I feel up to it, I want to get another boxer, because who wants to relax.
Favorite music: Anything that I can dance to! I enjoy country music but also 90’s and 2000’s hip-hop will get me on the dance floor. My absolute go-to though is Spanish/Mexican music, you will hear me pulling into work.
Favorite thing to splurge on? Makeup- for sure! I have a miniSephora/Ulta at home and like to play with different make-up looks when I have some down time.
Proudest moment at On The Move?
My current proudest moment is being the only girl on the sales team. Keeping up with the boys, or trying to, is fun to say the least!
The Stor•House Self Storage in Western Washington State, owned by Patrick Gilroy
THE POWER OF PERSONAL TOUCH:
How Prioritizing Service Over Automation Built a Loyal Customer Base
In today’s fast-paced, digital world, many businesses are turning to automation reduce costs from operations to customer service. But one self storage business owner has taken a different path—one that prioritizes personal service over automation, and the results speak for themselves. Since 2005 Stor House, owned by Patrick Gilroy, has relied on true personal service with the help of a fleet of branded trucks, as cornerstones of their commitment to delivering a personal touch in an increasingly impersonal world.
In an industry where efficiency often comes at the expense of human connection, The Stor House facilities have shown that customer loyalty is built on something more enduring: meaningful, personalized interactions. It’s not about eliminating technology but about find-
ing the right balance between automation and personal engagement to meet and exceed customer expectations.
Service Over Automation: The Key to Customer Loyalty
In an era where automation is often touted as the future of business, Gilory has chosen to focus on something more timeless: human connection. The owner first discovered the power of branded trucks at a conference, where the idea of using them as a customer service tool immediately resonated. It wasn’t about following industry trends or cutting costs—it was about ensuring that every customer across all locations felt valued and supported throughout their moving experience.
“We truly believe that the best way to differentiate ourselves from our competitors is through the best customer service we can provide. More often than not, people need storage during a stressful time in their lives and anything we can do to make the storage process more pleasant is going to go a long way with them.”
The decision to invest in these trucks wasn’t driven by the potential for revenue but by the desire to enhance the customer’s journey. One less stop for the customer is going to save the customer time and money, and reduce barriers to move-in. The trucks are more than just vehicles; they are tools to simplify and improve the customer’s storage experience with our company.
This philosophy has paid off. In a world where customers often feel like just another number, Stor Houses’ dedication to service has set them apart, cultivating
a loyal customer base that appreciates the personal attention they receive.
The Personal Touch in Action
Every aspect of the truck program is designed with the customer in mind. The trucks are branded with the business’s logo and a catchy slogan, “Does your garage need a map?” This branding isn’t just about visibility—it’s about communicating the company’s dedication to solving problems and providing help when it’s needed most. From 9 AM to 6 PM, the trucks are available across the community, ready to meet customer needs at each location.
One memorable story involves a long-time employee who, while waiting at a stop light near the station, was recognized by someone who had seen the truck around town. It’s these moments of connection that highlight how personal service has created a deep bond between the company and its communities.
This thoughtful approach to customer service doesn’t stop at the trucks. The Stor House offer an additional service that has become a customer favorite: free document shredding. On move-in day, customers across all locations can take advantage of this convenient and often overlooked service. It’s a simple yet impactful way to show customers that these facilities care about more than just providing storage space—they are dedicated to making the entire moving and organizational process as smooth as possible.
“Doctors and attorneys who store with us love the ease of our document shredding service. A couple times a year they can simply access their storage unit, pull the old files, place them on a cart and bring them to the office for shredding. It’s as easy as that!”
Building a Community Through Service
The branded trucks are more than just business tools—they’re also a means of engaging with the local community. From delivering donations for Toys for Tots to offering free storage to local charity groups (always with a free truck use), the trucks serve as both a practical service and a symbol of the company’s values across all its facilities.
This emphasis on community service builds goodwill and strengthens the relationship between the business and its customers. It’s this kind of engagement that makes the company a trusted, recognizable presence in the local area. By consistently providing helpful services, Gilroy managed to foster not just a customer base, but a community.
Why Personal Service Matters More Than Ever
In the broader context of today’s business world, where automation is increasingly becoming the standard, personal service is more important than ever. Studies show that customers are more likely to remain loyal to a business that goes the extra mile in delivering excellent service. While convenience and speed are essential, they can never fully replace the emotional connection and trust that are built through personal interaction.
Customers often value the feeling of being cared for just as much as, if not more than, the actual product or service they are receiving. A well-timed gesture of support, a friendly face, or an extra complimentary use of our moving truck can turn a one-time customer into a repeat client. Customers have a choice, and they are more likely to choose a facility that prioritizes their needs and provides services that simplify their lives.
“In the end, customers don’t want to talk to a call center. They want to speak to the manager at the store to resolve their concern; they take comfort in interacting with the same person time and time again.”
Advice for Other Business Owners
For other business owners considering how to integrate customer service into their operations, the lesson from this company is clear: prioritize the personal touch. Automation may offer efficiency, but it’s the human connection that builds loyalty. The trucks may not be a direct revenue source, but they are invaluable in creating a customer experience that feels tailored and thoughtful.
“Our employees are our most important asset. Without them interacting with our customers and creating that personalized experience, we would not be where we are today.”
Additionally, offering small, thoughtful services can go a long way in showing customers that their needs are your priority. These little extras don’t just meet customer expectations—they exceed them.
By focusing on service rather than automation, these facilities have carved out a unique space in the selfstorage market. They’ve demonstrated that in a world increasingly dominated by impersonal interactions, there’s still immense value in making customers feel seen, heard, and appreciated.
Looking to the Future
As the company continues to evolve and explore new technologies, their commitment to personal service remains unwavering. While automation may be useful for some aspects of their operations, it will never replace the personal touch that has been at the core of their success since 2005.
In conclusion, this storage business’s story is a powerful reminder that while automation has its place, the personal touch will never go out of style. By prioritizing service over automation, they’ve built a loyal customer base that values human connection in an increasingly impersonal world. And in doing so, they’ve set a new standard for what true customer service can achieve.
2024 upcoming trade shows & conferences
MID-ATLANTIC SELF STORAGE CONFERENCE & TRADE SHOW
OCTOBER 16-17
C.S.S.A ANNUAL EASTER CANADIAN CONFERENCE OCTOBER 24 & 25
TEXAS BIG IDEAS IN SELF-STORAGE SHOW
OCTOBER 23-25
NAR NXT NOVEMBER 8-10
Enhancing Customer Service Through Small, Thoughtful Gifts
by Nancy Moehle
In today's highly competitive market, building strong customer relationships goes far beyond simply providing excellent service—it’s about creating memorable experiences that keep your brand at the forefront of people’s minds. One way to do this is through small, thoughtful promotional gifts that leave a lasting impression. When executed thoughtfully, these gifts not only enhance the customer’s journey but also foster loyalty and a deeper connection to your brand. Whether it’s at a meet and greet or throughout a long-term relationship, promotional products can play a key role in showing customers you care.
Meet and Greet with a Gift
First impressions matter, and there’s no better way to ensure your brand stands out than with a thoughtful gift at the first point of contact. Offering a branded pen, notebook, or even a tech accessory as part of a meet and greet shows customers that you’re invested in them from the start. The power of variety is key here—allowing them to choose from a selection of colors or styles adds a personal touch that helps them feel special and valued.
Building enthusiasm at this stage helps get customers excited about working with you. Something as simple as asking, “Which color pen would you like?” can turn an ordinary interaction into one that feels customized. It’s these small details that can set your business apart right from the start.
Building Relationships with Thoughtful Gifts
Customer relationships are built over time, and promotional products can be a meaningful way to nurture those relationships. It’s important to stay away from what’s often referred to as “trinkets and trash”—items that are cheap, disposable, or don’t reflect the quality of your brand. Instead, focus on gifts that demonstrate thoughtfulness, such as well-made branded items that customers will use often, like mugs, USB drives, or high-quality reusable bags.
By offering these items at key points throughout the relationship—perhaps after a successful project or during a major milestone—you continue to reinforce the connection and remind customers that you’re not just there to sell them something; you’re invested in their long-term success. Every time they use that item, your brand is reinforced.
Creating a VIP Experience
Everyone likes to feel special, and creating a VIP experience for your top customers through promotional gifts is a great way to do this. Gifts that engage multiple senses— like luxurious textures, enticing scents, or even gourmet treats—can leave a lasting impression. These high-end promotional items not only make customers feel valued, but they also create excitement and buzz around your brand.
A well-executed promotional product strategy isn’t just about giving something away—it’s about crafting an experience. Whether it’s offering exclusive branded gifts to long-standing clients or introducing a fun, unexpected gift at a key moment in the customer relationship, promotional products can make your customers feel like VIPs, ensuring they remember your brand for all the right reasons.
Longevity and Brand Impressions
The true value of a promotional product lies in its longevity and the number of impressions it creates over time. A well-chosen gift has the potential to market your brand long after the initial interaction. For example, a branded tote bag can make dozens of impressions as it travels with the recipient throughout their day, turning your customers into brand ambassadors. Similarly, a useful desk accessory or high-quality pen keeps your brand top of mind every time the customer uses it.
As we like to say, "While On The Move keeps your brand on the road, promotional products keep your brand top of mind, on the desk, and in the pocket." The combination of both ensures your brand is not only seen but also remembered.
Nancy Moehle is the CEO/Founder of WinWin, founded in 2009.
"Let us handle the products that boost your customer experience, so you can focus on what matters most. That’s the WinWin Way" Nmoehle@winwinlogo.com (210) 695-9068
Serve Your People So They Can Serve Others
It’s important to remember that great customer service begins within the company. When employees feel valued and appreciated, they are more likely to pass that same care and attention on to your customers. Thoughtful branded gifts for employees—such as work anniversary gifts, birthday celebrations, or even branded baby blankets for new parents—are not just nice gestures; they help build a company culture that prioritizes care and recognition. End-of-year gifts can also set a standard of how people are treated within the company, helping to foster loyalty and morale. When employees feel they are part of something meaningful, they are more motivated to go the extra mile for customers, ultimately enhancing the overall customer service experience.
Building Fun and Engagement
Promotional products can also bring an element of fun to your brand. By offering items that customers actually want to use, you’re not just creating a business interaction; you’re creating an enjoyable experience. Whether it’s a branded water bottle for outdoor events or a tech gadget that simplifies daily tasks, well-chosen promotional products invite people to engage with your brand in a positive and fun way. This creates opportunities for ongoing interaction, and by keeping things light and enjoyable, you build enthusiasm around your brand.
Conclusion
Enhancing customer service through promotional gifts is about more than just handing out items with your logo on them. It’s about fostering meaningful relationships, creating memorable experiences, and building loyalty. Whether through small, thoughtful gestures at the beginning of the relationship or wellcrafted VIP experiences for your top customers, promotional products can keep your brand present in your customers' minds and in their lives. By offering high-quality, long-lasting items that reflect the care you put into every aspect of your business, you show customers that they are valued. And in doing so, you reinforce the most important message of all: that great service is about more than just transactions—it’s about building relationships that last.
Whether your goals are to increase revenue, double your business, add new technology, training, better local marketing, be the #1 in your market and more... Check out some of our partners on the following pages.
We want to help you.
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The Plyer Team | Lusso Realty is using their truck to aid in the disaster relief efforts for the victims of Hurricane Helene.
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Customer Service Workshop:
by Stacie Maxwell
7 Common Customer Service Challenges & How to Overcome Them
Customer service is vital in any business, especially in industries such as selfstorage, real estate, and service-based businesses like HVAC and plumbing. Every interaction with a customer can shape their perception of your business, and dealing with complaints or dissatisfaction can be a make-or-break moment. How you handle these situations defines not only your professionalism but also the success of your business. Whether you are the one managing customer interactions or leading a team that does, it’s important to be prepared for difficult situations.
Here are seven common customer service scenarios, along with strategies to overcome them and maintain strong customer relationships.
1. You Made a Mistake or Have to Deliver Bad News
Mistakes happen. Whether it’s a missed appointment or a storage unit that wasn’t ready on time, mistakes are inevitable in any business. How you respond is what matters. The first step is to acknowledge the mistake, show empathy, and apologize. Imagine yourself in the customer’s shoes and how you’d feel if you were on the receiving end.
Tammy Hamrick, Manager at Vigilant Self Storage in Richmond, VA, advises, “When you have to relay tough information, it’s just best to be honest and straightforward.” Once you’ve acknowledged the issue, focus on resolving it as quickly as possible.
For example, if a self-storage unit was inaccessible, apologize, unlock it immediately, and offer compensation for the
inconvenience, like a rent discount. In real estate, if a showing was missed, offer a sincere apology and reschedule at the client’s convenience, perhaps with a small token of appreciation like a gift card.
A sincere apology paired with a swift resolution not only rebuilds trust but can also turn a potentially negative situation into an opportunity to win the customer’s loyalty.
2. You Don’t Have an Answer
In customer service, you will often encounter scenarios where you don’t have an immediate answer, especially if the situation is unique or complex. Instead of saying, “I don’t know,” offer reassurance that you will research the issue and get back to the customer with a solution. Customers appreciate the effort and transparency.
As Charvon Beedles, General Manager for QuikTrip, advises, “Never attempt to resolve an issue without ALL the facts; take notes and let the customer know you will get back with them.” It’s crucial to gather all necessary information before responding. Once you have the solution, promptly update the customer.
If the answer is delayed, let the customer know you
are still working on it. A simple follow-up email or call can reassure the customer that their issue hasn’t been forgotten. Keeping communication open during this period builds trust and shows that you’re attentive to their concerns.
3. The Customer Demands a Full Refund
Sometimes, despite your best efforts, a customer demands a refund. While this can be difficult for a business, it’s often the best way to resolve the situation and maintain goodwill. Lori Smith, Manager at First USA Storage in Shelby, NC, reminds us, “You have to remember, 99% of the time they are storing with you is because they are facing a rough situation. Try to think of it if the tables were turned and you were in their situation.”
Approach these moments with empathy. Apologize and explain the refund process clearly. Make sure the customer knows when they can expect the refund and how it will be processed (whether via check, credit card, or other means). Having an efficient refund process is important for maintaining the goodwill you’ve built with the customer.
Even if a refund is issued, the customer could still refer your business to others based on how well you handled the situation. A positive word-of-mouth referral from a satisfied but refunded customer can be worth far more than the cost of the refund itself.
4. The Impatient Customer
In today’s fast-paced world, customers expect quick service. Whether it’s waiting for a property tour, a plumbing repair, or an HVAC installation, delays can cause frustration. When a customer is impatient, the first step is to apologize for the delay and explain why it occurred.
Tatum Swann, Office Manager for Swann Mechanical HVAC and Geothermal, advises, “Reach out and patiently explain what is really going on. Even if the delay is due to reasonable circumstances, customers will appreciate knowing the steps involved and why things are taking longer than expected. Providing clear, transparent communication helps customers understand and often reduces their frustration.”
If the delay is your fault, offer a solution such as rescheduling or providing an update on when the service will be completed. If possible, offer some form of compensation, like a discount on future services, to ease their frustration. Remember, it’s about managing expectations and keeping the lines of communication open.
5. The “My Way or Nothing” Customer
Some customers come in with rigid expectations and refuse to consider any alternative solutions, even if their way isn’t in their best interest. These customers can be particularly difficult to handle, especially when you know there’s a better solution for them.
April MacManus, Realtor with Keller Williams Chattahoochee North, offers a helpful approach for this type of situation: “Often what a customer is asking for is really not in their best interest, but they are being emotional and therefore a bit unreasonable. It's up to me to explain why I am the expert in my field and that I will always give them the best advice for the best outcome. If they still want to do it their way, I don't argue. I tell them that while that is not my recommendation, I will be
In customer service, you will often encounter scenarios where you don’t have an immediate answer, especially if the situation is unique or complex. Instead of saying, “I don’t know,” offer reassurance that you will research the issue and get back to the customer with a solution. Customers appreciate the effort and transparency.
happy to do whatever they feel is best. This defuses the situation.”
The key here is to listen carefully and acknowledge the customer’s wishes while gently offering alternatives. By showing that you respect their viewpoint and offering other options, you may be able to convince them that your recommendation is the best course of action. If they insist on doing it their way, be accommodating without causing unnecessary conflict. Often, they will realize that your original suggestion was the right one.
6. The Request That Cannot Be Fulfilled
Occasionally, a customer will request something that simply cannot be done. This might involve a legal limitation, safety code, or an unreasonable expectation. In these cases, it’s important to clearly explain why the request cannot be fulfilled. Transparency is key.
Norma Taylor, co-founder of Universal
Management Company, provides timeless advice: “'No' is both a complete sentence and a perfectly acceptable answer.” While saying "no" can be difficult, it is sometimes necessary. Be sure to explain the facts clearly and offer alternative solutions that are feasible. Most customers will appreciate the honesty and be willing to explore other options. By offering alternatives, you demonstrate that you are still invested in helping them, even if their original request cannot be met.
7. The Very Angry Customer
Few situations are more uncomfortable than dealing with an irate customer. When emotions are running high, logic often takes a back seat, making it difficult to resolve the issue. The best approach? Stay calm, and listen.
April MacManus shares this wisdom:
“Be quiet and listen. Don't allow yourself to be bullied or treated unreasonably but allow the emotion to be let out without taking it personally. Take a deep breath and ask what you can do to make the situation better if it's not already apparent. A lot of times, there's something going on in that person's life that has nothing to do with you.”
When dealing with an angry customer, allow them to vent without interruption. Once they have expressed their frustration, summarize their concerns to ensure you fully understand the issue. This simple act can defuse much of the tension. If you are responsible for the problem, don’t make excuses—apologize and outline the steps you will take to correct it. If the customer remains hostile, maintaining professionalism is crucial. Calmly suggest taking a break and revisiting the discussion once emotions have cooled. By being the calm and composed party in the conversation, you can guide the situation back to a productive resolution.
Conclusion
Handling customer complaints and difficult situations is never easy, but it’s an essential part of running a successful business. Whether you’re delivering bad news, dealing with an impatient client, or navigating an irate customer’s emotions, your response can make all the difference in how the customer perceives your business. By staying calm, showing empathy, and focusing on solutions, you can turn challenging customer interactions into opportunities to build trust and foster loyalty.
with Section 179 Tax Deductions Maximize Your Business Savings }
by CJ Stratte
As a business owner, you’re always on the lookout for ways to maximize your profits and minimize your expenses. One of the most overlooked opportunities to save on taxes, especially when leasing or purchasing equipment like trucks, is through Section 179 of the IRS tax code. Whether you’re running a self-storage facility, real estate business, or any other smallto-medium-sized enterprise, taking advantage of this tax break can significantly reduce your taxable income and increase your savings.
Here’s everything you need to know about Section 179 and how it applies to leasing or purchasing trucks for your business.
What is Section 179?
Section 179 is a part of the U.S. tax code that allows businesses to deduct the full purchase price of qualifying equipment and software during the tax year. Instead of capitalizing and depreciating assets over several years, Section 179 lets you
deduct the entire cost of an eligible item, like a truck, upfront. This tax benefit is designed to encourage businesses to invest in themselves by upgrading equipment and software, allowing them to write off the expense in the year they make the investment, rather than spreading it out over many years.
How Does Section 179 Work for Truck Leasing and Purchasing?
If you lease or purchase a truck for your business, you can claim a Section 179 deduction for the full cost of the truck, as long as the vehicle is used for business purposes more than 50% of the time. Whether you're buying a truck outright or leasing, Section 179 applies as long as the truck is "placed in service" during the tax year, meaning it’s available for use.
Here’s a simple breakdown:
Truck Purchase: If you purchase a truck outright, you can deduct the full purchase price from your taxes, up to the Section 179 deduction limit.
Truck Lease: If you lease a truck, you can still benefit from
Section 179. The total cost of the lease payments made in the year the truck is put into service can be deducted, provided the truck meets the eligibility criteria.
Eligibility Criteria
Not all vehicles qualify for Section 179. To ensure your truck qualifies, here are some key factors:
Business Use: The vehicle must be used for business purposes more than 50% of the time. If you’re using the truck for personal reasons, the amount of the deduction will be prorated based on its business use.
Purchase Date: The vehicle must be purchased, leased, or financed and placed into service during the tax year you are claiming the deduction.
Vehicle Type: Most trucks used
for business purposes are eligible for Section 179, especially if they’re considered heavy vehicles (those with a Gross Vehicle Weight Rating (GVWR) of over 6,000 pounds). Vehicles below this weight limit may still qualify but could be subject to lower deduction limits.
Section 179 Limits for 2024
The IRS sets annual limits on the total amount you can deduct under Section 179, and these limits can vary year to year. For the 2024 tax year:
Deduction Limit: The maximum deduction under Section 179 is set at $1,160,000.
Spending Cap: The spending cap for the total amount of equipment purchased is $2,890,000. Once you exceed this limit, the deduction begins to phase out dollar for dollar.
Bonus Depreciation: After taking the Section 179 deduction, you may also be eligible for bonus depreciation. For 2024, bonus depreciation allows businesses to deduct an additional percentage of the cost of the equipment not covered by Section 179.
It’s important to consult with your tax professional to understand how these limits apply to your specific situation.
How Section 179 Benefits Your Truck Leasing Program
For businesses that lease trucks, Section 179 offers a significant advantage. Not only do you avoid the hefty upfront costs of purchasing a truck, but you can also deduct your lease payments in the same year, provided the vehicle is placed in service. This can free up capital, allowing you to invest in other parts of your business while still enjoying tax benefits.
If you’re considering leasing multiple trucks, the savings can really add up. For instance, let’s say you lease five trucks in a year, each costing $40,000. Under Section 179, you could deduct the total amount of your lease payments, provided the trucks are used for business purposes more than half the time.
Key Considerations
While Section 179 offers significant benefits, there are a few things to keep in
mind:
Business Use Requirement: Remember that vehicles must be used more than 50% of the time for business purposes. If you use your truck for personal use, you’ll need to adjust your deduction accordingly.
Consult a Tax Advisor: Tax laws can be complex, and while Section 179 provides great savings opportunities, it’s essential to work with a tax advisor to ensure you’re maximizing your deductions while staying compliant with IRS regulations.
Plan for the Future: The limits on Section 179 can change year to year, so it’s essential to plan your truck leasing and purchasing strategies accordingly. If you anticipate growing your fleet, you might want to invest in vehicles sooner to take advantage of the current limits.
Start Saving Today
At On The Move, we understand the challenges business owners face, and we’re committed to helping you maximize your savings. Whether you’re looking to lease or purchase a truck, Section 179 can offer significant tax benefits, helping you reduce your taxable income while investing in the future of your business.
If you have any questions about how Section 179 can work for you or want to explore our range of truck leasing and purchasing options, contact us today. We’ll work with you to find the best solutions that align with your business needs and financial goals.
By leveraging tax breaks like Section 179, you can put more money back into your business—whether that means upgrading your equipment, expanding your operations, or improving customer service.
Conclusion
Section 179 offers a practical way to lower your tax burden while investing in your business. Whether you’re purchasing or leasing trucks, this deduction can provide significant savings. Make sure you consult with a tax professional and take full advantage of this opportunity to reduce your taxable income and keep your business moving forward.
Master Recipe for Customer Service Excellence
INGREDIENTS
1 cup Active Listening
1 cup Empathy
2 tablespoons Patience
1 tablespoon Product Knowledge
1 teaspoon Anticipation
½ cup Personalization
A dash of Positivity
A pinch of Follow-Up
1 teaspoon Gratitude
INSTRUCTIONS
Start with Active Listening: Truly understand the customer’s needs and concerns by engaging fully in the conversation.
Mix in Empathy: Show you care. Understanding emotions is key to building rapport and resolving issues effectively.
Fold in Patience: Take the time to guide customers through each step, ensuring they feel supported.
Add Product Knowledge: can address questions confidently. Sprinkle in Anticipation: staying proactive.
Incorporate Personalization: Tailor each interaction to the customer, making them feel valued and understood.
Stir in Positivity: Keep a warm, upbeat attitude to create a welcoming atmosphere.
Top with Follow-Up: Ensure customer satisfaction by checking in after the issue is resolved.
Finish with Gratitude: Always express appreciation for their business.
Serving Suggestion: Deliver each interaction with care and consistency for best results!
PUMPKIN DUMP CAKE
INGREDIENTS
1 (15 ounce) can pure pumpkin
1 box yellow cake mix
1 (10 ounce) can evaporated milk
1 cup light brown sugar 3 eggs
3 teaspoons pumpkin pie spice 1 cup butter melted 1 cup coarsely crushed graham crackers or pecans 1/2 cup toffee chips vanilla ice cream for serving
INSTRUCTIONS
Preheat oven to 350°F.
Coat a 9×13 baking pan with nonstick spray.
In a large bowl combine the pumpkin, evaporated milk, sugar, eggs, and pumpkin pie spice. Stir and pour into your baking pan. Sprinkle the entire box of cake mix on top, followed by your pecans or graham crackers and toffee chips. Pour your melted butter evenly on top. Bake for 45-50 minutes until center is set and edges are lightly browned. Serve warm or at room temperature, top with vanilla ice cream!
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