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Lisa Fowles – Going the Extra Mile Makes All the Difference

If you happen to be checking out a Storage Solution facility in the Morongo Basin (and there are three of them), there is a very good chance that you will bump into a smiling, outgoing attractive woman who will offer you a bottle of water and a ready ear to hear what you have to say. Don’t underestimate her as she will soon have a pretty good idea who you are and how her self storage facility can best serve you.

Such is the life of Lisa Fowles, who is the regional manager of the three Storage Solution facilities in Yucca Valley. She has been in the self storage business for 16 years, first as the manager of an American Self Storage in 29 Palms, CA, and now in her current role with Storage Solutions. When Pam and Jack Domingue purchased American Self Storage from Dennis Peterson, they chose to keep Fowles on the job.

“Pam is a very smart and hard working woman,” says Fowles. “Being employed by her has pushed me out of my comfort zone on many levels and my knowledge and skills have grown because of Pam. I will forever be grateful to her and look forward to learning as much as possible from her in the years to come! I want to thank Jack and Pam Domingue for keeping me on instead of bringing someone new in!”

The feeling is mutual as Pam Domingue is high in her praise of the job Fowles is doing. A great deal of that praise centers on Fowles’ work ethic and comfort with customers, something Fowles doesn’t take for granted.

“Sometimes I feel like I’m a marriage counselor, psychiatrist, advisor, etc.,” adds Fowles. “If someone finds it boring to do this work, I personally don’t think they are doing their job to their full potential. There is always something to do. I always make myself available to tenants, customers, coworkers and my employers.

“I want customers to come to Storage Solution and refer their family and friends because of the great experience they had during what could be their most stressful or traumatic time in their life. We have to make a hard situation into a good experience for our tenants. If we don’t, we have failed them and ourselves.”

Fowles is a single mother of three who enjoys cheering them on at their baseball and softball games. She also likes taking them camping and hiking. And part of the baseball enjoyment has resulted in Storage Solution sponsoring Little League baseball teams, just one of many things she does to spread the word about her company.

“I take pride in seeing the Storage Solution logo on the backs of all those Little League players,” Fowles says. “I also go out in the community to pass out business cards and flyers with little gift bags to local businesses, as well as constantly try to improve our customer referral business.  I have also set up some affiliate marketing programs with other businesses. I offer free water bottles and always have a candy dish filled with tenants’ favorite candy. Tenants and past tenants have stopped by the office to just get the candy! It’s the little things they remember and they make a big difference.

She also is helping to make a difference by supporting Kure it Cancer Research by setting up a table of snacks and drinks available to tenants for $1 donation. Fowles has found this to be a big success and she donates personally to the organization. She also participates in the Susan G. Komen Race for a Cure with Team Storage Solution.

In the end, for Fowles it is all about listening to the customer, as well as constantly moving her facilities forward with new technology and a better look.

“As managers, we have to be able to listen to every person that comes into our office and help them decide why renting from us is their best and only choice!” Fowles adds. “Greet them with a smile, ask questions, offer advice, follow-up to see how they are doing. Let tenants know that you are there to help them any way you can and as much as you can.”

“Maintaining the facility can be expensive and hard work but has to be done if you want to continue to attract customers to your facility. A new LED sign has been installed and unit doors received a facelift by Everbrite. We installed new security cameras and we changed our facility over to Solar this year. This all made for a busy year, but changes like these are what get noticed by the community, and we have likewise noticed an increase in rentals.”

As you might imagine, the enthusiasm displayed by Lisa Fowles is infectious, bot to those who work for her, her customers and her community. And that's why she is the CSSA’s Manager of the Month for April.

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