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2010

Aberdeen Management
and Development, LLC


[2010 ABERDEEN
MANAGEMENT HANDBOOK]
2010 Handbook
2

Company Mission Statement and Overview................................................................................................. 5
Company Mission Statement .................................................................................................................... 5
Aberdeen Management Seminars ............................................................................................................ 5
Aberdeen Management and CBR Correspondence .................................................................................. 5
Standards ...................................................................................................................................................... 5
Dress and Grooming Standards ................................................................................................................ 5
Facility Appearance ................................................................................................................................... 7
Parking Area and Entry ......................................................................................................................... 7
Office ..................................................................................................................................................... 7
Restroom ............................................................................................................................................... 7
Physical Property .................................................................................................................................. 7
Facility Inspections ................................................................................................................................ 7
Gate Hours ................................................................................................................................................ 7
Office Hours .............................................................................................................................................. 7
Office Holidays .......................................................................................................................................... 8
Office Holiday Policies ............................................................................................................................... 8
Computer and Telephone Use .................................................................................................................. 9
Signage .................................................................................................................................................... 12
Personnel .................................................................................................................................................... 12
Annual Performance Review................................................................................................................... 12
Annual Objectives ................................................................................................................................... 12
Job Description for Facility Manager ...................................................................................................... 13
Quick Reference Guide ........................................................................................................................... 13
Reporting and Banking Schedule ............................................................................................................ 13
Daily Office Checklist ............................................................................................................................... 13
Apartment Agreement ............................................................................................................................ 13
Employment Agreement ......................................................................................................................... 13
Manager Bonus Program ........................................................................................................................ 13
Phone Shop Bonus Program ................................................................................................................... 14
Personnel Privacy .................................................................................................................................... 14
Employee Benefit Programs ................................................................................................................... 14
Trading Days ............................................................................................................................................ 15
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Vacation Policy ........................................................................................................................................ 16
Operations .................................................................................................................................................. 16
Payments................................................................................................................................................. 16
AVS Verification .................................................................................................................................. 16
Tenant Issues .......................................................................................................................................... 16
Change of Address .............................................................................................................................. 16
Change of Tenant ................................................................................................................................ 16
Tenant Settlements ............................................................................................................................. 17
Tenant Transfer ................................................................................................................................... 17
Tenant Privacy ..................................................................................................................................... 17
Credit Card Handling ........................................................................................................................... 17
PCI Compliance ................................................................................................................................... 17
Lease Agreements ............................................................................................................................... 18
Vacate Notice Policy............................................................................................................................ 18
Move-In Packet ....................................................................................................................................... 18
Merchandise ........................................................................................................................................... 18
NSF Fees (Non-Sufficient Funds) ............................................................................................................. 18
Independent Contractors ........................................................................................................................ 19
Payment Policies ..................................................................................................................................... 19
Petty Cash Policy ..................................................................................................................................... 19
Phone Shop Program .............................................................................................................................. 20
Rent Refund Policy .................................................................................................................................. 20
Standard Work Week .............................................................................................................................. 20
Telephone and Walk-In Log .................................................................................................................... 20
Video Surveillance Operation ................................................................................................................. 20
Delinquency and Auctions .......................................................................................................................... 21
Tenant Delinquency ................................................................................................................................ 21
Late Fees ................................................................................................................................................. 21
Auction Procedures ................................................................................................................................. 22
Maintenance ............................................................................................................................................... 24
Maintenance Checklist ............................................................................................................................ 24
Repair and Replacement ......................................................................................................................... 24
4

Customer Service Issues.............................................................................................................................. 24
Telephone Handling ................................................................................................................................ 24
Email Etiquette ........................................................................................................................................ 25
Email Response Form .......................................................................................................................... 25
Answering Machine Script ...................................................................................................................... 25
Courtesy Lock Cut ................................................................................................................................... 25
Revenue Management ................................................................................................................................ 26
Competition Surveys ............................................................................................................................... 26
Rate Increase Policy ................................................................................................................................ 26
Specials for Stabilized Facilities ............................................................................................................... 27
ABERDEEN MANAGEMENT 2010 COMPANY MARKETING ......................................................................... 27
See: 2010 Company Marketing Plan Attachment ....................................................................................... 27
See: 2010 Storage Website Partnership, Info, and Tutorial ....................................................................... 27
Truck Rental Policy ...................................................................................................................................... 27
Reporting .................................................................................................................................................... 28
Timesheets .............................................................................................................................................. 28
Penske ..................................................................................................................................................... 28
Petty Cash ............................................................................................................................................... 28
Point of Sales ........................................................................................................................................... 29
Reporting and Banking Schedule ............................................................................................................ 29
Facility Operations Reviews .................................................................................................................... 29
Theft and Law Enforcement ........................................................................................................................ 30
Access for Law Enforcement, Fire Department, or Health Department ................................................ 30
Law Enforcement Requests .................................................................................................................... 30
Surveillance Tapes and DVR Data Handling ............................................................................................ 30
Theft ........................................................................................................................................................ 30
Handbook Attachments .............................................................................................................................. 30
2009 Facility Forms List ............................................................................................................................... 31


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Company Mi ssi on St at ement and Over vi ew
Company Mission Statement
1. We strive to deliver our customers the best self storage experience possible while conducting
business with high integrity.
2. We are committed to superior customer service, facility maintenance, and sales techniques.
3. We constantly strive to improve our customer service, customer satisfaction, marketing efforts,
and economic performance through continuing education.
Aberdeen Management Seminars
1. Aberdeen Management will conduct educational seminars involving managers from all facilities
it manages.
2. These will be held annually, or as needed.
3. Existing and new policies, marketing strategies, facility operations, customer service, and a
company-wide review will be among items addressed.
4. Attendance is mandatory for at least one facility Manager, and competent relief is to be
arranged for each facility.
Aberdeen Management and CBR Correspondence
1. Aberdeen Management will periodically send correspondence in the form of email, fax, or mail.
2. The main purposes of Aberdeen Management correspondence are as follows:
a. Keep managers aware of issues and events within the company.
b. Introduce new Policies, Procedures, and Programs.
3. All correspondence is to be understood and kept in two dedicated files at each facility, labeled
Aberdeen Management Correspondence, and CBR Correspondence.
a. Policy introduced in any correspondence is official policy, and should be treated as such.
St andar ds
Dress and Grooming Standards
1. Dress and grooming standards are intended to create a clean, professional image which is
consistent throughout the company.
2. Hygiene
a. Employees are to appear well-groomed, clean, and professional.
b. Employees are to ensure that they meet the highest grooming and dress standards, as
well as maintain good oral and personal hygiene. Body odor is not acceptable in the
workplace.
3. Grooming
a. Men
i. Men are to be clean-shaven at all times.
ii. A well-groomed beard is acceptable.
iii. Hair should be well groomed, professional, and above the collar.
1. Extreme styles of hair while working is prohibited.
2. Extreme, unnatural hair colors are prohibited.
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3. If worn, beards must be trimmed short with no scruff surrounding the
beard. Large sideburns and goatees are prohibited.
iv. Men shall have no visible piercings or visible tattoos at work.
b. Women
i. Women are to be well-groomed.
1. Extreme styles of hair while working is prohibited.
2. Extreme, unnatural hair colors are prohibited.
ii. No more than two earrings per ear are permitted.
1. No other visible piercings or visible tattoos are permitted while working.
4. Dress Code
a. Clothing is to be cleaned and pressed (when appropriate) before each use.
b. Shirts
i. Company-provided shirts are to be worn whenever possible
ii. All other shirts should be collared and solid in color.
iii. Shirts should not have art or designs.
iv. Shirts are to be tucked in at all times unless the cut is designed to be untucked
(straight cut at the bottom).
c. Pants, Shorts, and Jeans
i. Pants should be solid in color, clean, pressed, and in good condition.
ii. Shorts are acceptable within the following guidelines:
1. Knee length.
2. Solid khaki or black only.
3. In good condition. No frays or discoloration.
iii. Pants and shorts are to be worn at the natural waist line.
iv. Blue Jeans are never to be used in the Office, as pants or shorts.
1. Blue Jeans may be used by Maintenance personnel only, and only
outside on the property.
2. Black or Tan Jeans may used, subject to above criteria.
v. Spandex, Lycra, sweats, and excessively form-fitting clothing are not permitted.
d. Undergarments must not be exposed.
e. Women may wear professional blouses, skirts, or dresses.
f. Footwear
i. Footwear is to be in good condition.
ii. Flip-flops are not permitted.
iii. Open-toe footwear is permitted for office personnel, although, for safety
reasons, not recommended.
1. Open-toe footwear is strictly forbidden for outside maintenance
employees.
g. Sunglasses are to be completely removed while in the Office.
h. Headwear
i. Hats should be clean and in good repair.
ii. Company-issued hats are acceptable indoors and outdoors.
iii. Plain sun-hats are acceptable outdoors only.
iv. No other headwear is acceptable in or out of the office.
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Facility Appearance
Parking Area and Entry
1. This is to be kept swept and clean, and free of employee vehicles. Employee vehicles should be
parked in a designated area which is safe and out of the main circulation.
Office
1. Office is to be clean, tidy, and have a professional appearance. The following standards are to be
adhered to:
a. Clean and uncluttered working surfaces.
b. No visible personal effects.
c. Mops, locks, and all supplies are to be out of public view. Seriously. No random clutter
should be sitting in any corners. Ever.
d. Wipe down windows on the inside and outside every morning. The office should smell
like Windex.
Restroom
1. Restroom is to be cleaned and stocked daily.
a. Manager is to clean inside and outside of toilet with Pinesol or other cleaning product in
the morning and the evening. There should never be a gross ring around the inside of
the toilet.
b. Manager is to spray and wipe down the counter/sink and mirror with cleaning product
every morning and evening.
2. Cabinets are to be closed, with nothing on top.
Physical Property
1. See attached Maintenance Checklist in Quick Reference Guide.
Facility Inspections
1. See Attachment.
2. Aberdeen Management will conduct monthly facility inspections. These visits may be scheduled
or unannounced, and will address the items on the attached Facility Inspection form.
3. Facility Inspections are critical to ensuring Aberdeen Managements and CBRs policies and
procedures are uniformly applied at all facility locations, and for all customers.
4. Facility Inspections are a great opportunity to review the status of the facility and address those
concerns to Aberdeen Management, in addition to using the Monthly Operations Review form.
5. If the office or golf cart is not clean, Aberdeen may issue a counseling statement or reprimand to
the manager and cancel the inspection.
Gate Hours
1. Gate Hours
a. Vary by facility.
b. 7:00am-7:00pm or longer, 7 days per week.
c. Open 365 Days per year.
Office Hours
1. Office Hours
a. Monday-Saturday, 9:00am-6:00pm
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a. One office employee
i. The office may close between 1:00pm-2:00pm when only one office
employee is on staff. Post these hours.
b. Two or more office employees
i. The office should stay open if two or more employees are on staff.
Lunch breaks should be staggered.
b. Employee is to be prepared to accept payment during office hours, and is to arrive at
8:30am to be open on-time, and is to begin closing down at 6:00pm.
c. Closed Sundays and Office Holidays
Office Holidays
1. The following are Office Holidays:
a. Thanksgiving Day
b. Christmas Eve
c. Christmas Day
d. New Years Eve
e. New Years Day
f. July 4
th

g. Labor Day
h. Memorial Day
Office Holiday Policies
1. Managers are required to prominently post Holiday Hours in the office at all times, and to
prominently post them outside four weeks in advance of any holiday.
2. Aberdeen Management & Development LLC gives time off to all employees on the following
holidays:
a. * New Year's Day (January 1)
b. * Memorial Day (last Monday in May)
c. * Independence Day (July 4)
d. * Labor Day (first Monday in September)
e. * Thanksgiving (fourth Thursday in November)
f. * Christmas Eve (December 24)
g. * Christmas (December 25)
h. * New Year's Eve (December 31)
3. Eligible employees will be paid for holiday time off. If you are eligible, your holiday pay will be
calculated at your straight-time pay rate as of that holiday multiplied by the number of hours
you would normally have worked that day.
4. Employees in the following employment classifications are eligible for holiday time off with pay
immediately:
a. * Regular full-time salaried employees.
i. Note that employees who are NOT salaried do not receive holiday pay. This
includes all hourly employees, even full-time hourly employees. Managers,
inform full time non-salary employees that they are not eligible for holiday pay.
ii. Full-time relief employees are NOT eligible for holiday pay.
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5. If you are eligible for paid holidays and on the holiday you are on a paid absence, such as
vacation or sick leave, you will get holiday pay instead of the paid time off pay you would have
received.
6. We do not count holiday paid time off as hours worked when calculating overtime.
Computer and Telephone Use
1. Disclaimer
a. The Internet is a worldwide network of computers that contains millions of pages of
information. Users are cautioned that many of these pages include offensive, sexually
explicit, and inappropriate material. In general, it is difficult to avoid at least some
contact with this material while using the Internet. Even innocuous search requests may
lead to sites with highly offensive content. Additionally, having an e-mail address on the
Internet may lead to receipt of unsolicited e-mail containing offensive content. Users
accessing the Internet do so at their own risk and Aberdeen Management and
Development and CBR are not responsible for material viewed or downloaded by users
from the Internet. To minimize these risks, your use of the Internet at Aberdeen
Management and Development and CBR is governed by the following policy:
2. Permitted Use of Internet and Company Computer Network
a. The computer network is the property of Aberdeen Management and Development and
CBR (Company) and may only be used for legitimate business purposes. Employees
(Users) are only provided access to the computer network to assist them in the
performance of their jobs. All Users have a responsibility to use Companys computer
resources and the Internet in a professional, lawful and ethical manner. Abuse of the
computer network or the Internet, may result in disciplinary action, including possible
termination, and civil and/or criminal liability.
3. Company Network Use Limitations
a. Prohibited Uses. Without prior written permission from Company, the Companys
computer network may not be used to disseminate, view or store commercial or
personal advertisements, solicitations, promotions, destructive code (e.g., viruses, self-
replicating programs, etc.), political material, pornographic text or images, or any other
unauthorised materials. Employees may not use the Companys Internet connection to
download games or other entertainment software (including screen savers and music),
or to play games, watch videos, or listen to music over the Internet. Additionally, you
may not use the computer network to display, store or send (by e-mail or any other any
other form of electronic communication such as bulletin boards, chatrooms, Usenet
groups, etc.) material that is fraudulent, harassing, embarrassing, sexually explicit,
profane, obscene, intimidating, defamatory or otherwise inappropriate or unlawful.
Furthermore, anyone receiving such materials should notify their supervisor
immediately. Unless directed to do so for business purposes, use of social networking
sites such as FaceBook, MySpace, and Twitter is prohibited at work and on company
computers.
b. Personal Computer. No personal computers are to be used at the workplace unless so
directed by Aberdeen Management and Development or CBR.
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c. Illegal Copying. Users may not illegally copy material protected under copyright law or
make that material available to others for copying. You are responsible for complying
with copyright law and applicable licenses that may apply to software, files, graphics,
documents, messages, and other material you wish to download or copy. You may not
agree to a license or download any material for which a registration fee is charged
without first obtaining the express written permission of the company.
d. Communication of Trade Secrets. Unless expressly authorized to do so, User is
prohibited from sending, transmitting, or otherwise distributing proprietary
information, data, trade secrets or other confidential information belonging to
Company. Unauthorized dissemination of such material may result in severe disciplinary
action as well as substantial civil and criminal penalties under state and federal
Economic Espionage laws.
e. Duty not to Waste or Damage Computer Resources
i. Accessing the Internet. To ensure security and avoid the spread of viruses, Users
accessing the Internet through a computer attached to Companys network
must do so through an approved Internet firewall or other security device.
Bypassing Companys computer network security by accessing the Internet
directly by modem or other means is strictly prohibited unless the computer you
are using is not connected to the Companys network
ii. Frivolous Use. Computer resources are not unlimited. Network bandwidth and
storage capacity have finite limits, and all Users connected to the network have
a responsibility to conserve these resources. As such, the User must not
deliberately perform acts that waste computer resources or unfairly monopolize
resources to the exclusion of others. These acts include, but are not limited to,
sending personal email, mass mailings or chain letters, spending excessive
amounts of time on the Internet, playing games, engaging in online chat groups,
uploading or downloading large files, accessing streaming audio and/or video
files, or otherwise creating unnecessary loads on network traffic associated with
non-business-related uses of the Internet.
iii. Virus Detection. Files obtained from sources outside the company, including
disks brought from home, files downloaded from the Internet, newsgroups,
bulletin boards, or other online services; files attached to e-mail, and files
provided by customers or vendors, may contain dangerous computer viruses
that may damage the company's computer network. Users should never
download files from the Internet, accept e-mail attachments from outsiders, or
use disks from non-Company sources, without first scanning the material with
Company-approved virus checking software. If you suspect that a virus has been
introduced into the Company's network, notify your supervisor immediately.
f. No Expectation of Privacy
i. Waiver of Privacy Rights. Employees are given computers and Internet access
to assist them in the performance of their jobs. Employees should have no
expectation of privacy in anything they create, store, send or receive using the
companys computer equipment. The computer network is the property of the
Company and may be used only for Company purposes. User expressly waives
any right of privacy in anything they create, store, send or receive using the
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companys computer equipment or Internet access. User consents to allow
company personnel access to and review of all materials created, stored, sent or
received by User through any Company network or Internet connection.
ii. Monitoring of Computer and Internet Usage. The Company has the right to
monitor and log any and all aspects of its Computer system including, but not
limited to, monitoring Internet sites visited by Users, monitoring chat and
newsgroups, monitoring file downloads, and all communications sent and
received by users.
iii. Blocking Site with Inappropriate Content. The Company has the right to utilize
software that makes it possible to identify and block access to potential Internet
sites containing sexually explicit or other material deemed inappropriate in the
workplace. Blocked access to a legitimate work related website can be
overridden for a limited time by senior management on a case-by-case basis.
g. Workplace Monitoring
i. Workplace monitoring may be conducted by Aberdeen Management and
Development or Creative Business Resources to ensure quality control,
employee safety, security, and customer satisfaction. All computer activity
conducted in the workplace is public and not private. Aberdeen Management
may monitor all files, computer activity, and messages on its system. Use that
Aberdeen Management deems inappropriate is grounds for immediate
termination.
ii. Employees who regularly communicate with customers may have their
telephone conversations monitored or recorded. Telephone monitoring is used
to identify and correct performance problems through targeted training.
Improved job performance enhances our customers' image of Aberdeen
Management and Development or Creative Business Resources as well as their
satisfaction with our service.
iii. Computers furnished to employees are the property of Aberdeen Management
or Creative Business Resources. As such, computer usage, emails and files may
be monitored or accessed and are restricted.
iv. Because Aberdeen Management and Creative Business Resources are sensitive
to the legitimate privacy rights of employees, every effort will be made to
guarantee that workplace monitoring is done in an ethical and respectful
manner.
h. Cellphone Usage
i. Aberdeen Management may provide cellular telephones to some employees as
a business tool. They are provided to assist employees in communicating with
management and other employees, their clients, associates, and others with
whom they may conduct business. Cell phone use is primarily intended for
business-related calls.
ii. Employees may have access to a cell phone while in their cars and should
remember that their primary responsibility is driving safely and obeying the
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rules of the road. Employees are strongly encouraged to use a headset while
driving or pull over to complete the call.
iii. Personal and business cell phone users are reminded that the regular business
etiquette employed when speaking from office phones or in meetings applies to
conversations conducted over a cell phone. Personal cell phones should be in
silent mode and kept out of sight during business hours. Personal calls and text
messages need to be kept at a minimum. Aberdeen may, at its own discretion,
ban all use of cellular phones in the workplace if it deems such use disruptive or
inappropriate.
Signage
1. Office Signage
a. All signs and items on the walls must be approved by Aberdeen Management.
b. Hand-written signs are prohibited.
c. Personal items are to be out of sight of the public.
d. Partial list of required signs:
i. Storage Signs
1. 10 Day Vacate Notice
2. Bad Check Fee
3. Insurance Sign
4. Notice that facility has a lien on stored property
5. Etc.
ii. Certificate of Occupancy
iii. Sales Tax License
iv. Business License
Per sonnel
Annual Performance Review
1. New Managers will receive the following reviews:
a. 90 Day Probationary Review.
b. Annual Performance Review in December
2. After the first year with the company, Managers will receive the following reviews:
a. Annual Performance Review
i. See Attachment.
ii. Performed December of each year.
iii. First-Year Managers may receive this review in addition to their First Year
Performance Review, depending on date of hire.
b. Other reviews will be conducted as needed.
Annual Objectives
1. Managers are to create written Annual Objectives as part of the Annual Performance Review,
due to Aberdeen Management at the Annual Performance Review in November of each year.
2. See Annual Performance Review Form Attachment
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Job Description for Facility Manager
1. See Attachment.
Quick Reference Guide
1. See attachment.
2. Use the Quick Reference Guide on a daily, weekly, monthly, and quarterly basis to ensure
proper facility operations and reporting.
3. The Quick Reference Guide should be easily accessible at all times.
Reporting and Banking Schedule
1. See Quick Reference Guide Attachment.
2. See Reporting Section.
3. Proper Reporting and Banking, per the attached guide, is one of the most critical Managerial
duties. Aberdeen Management takes proper reporting and banking very seriously.
4. Improper reporting and banking is subject to disciplinary action and termination.
Daily Office Checklist
2. See Quick Reference Guide Attachment.
3. The Daily Office Checklist is designed to ensure consistent standards of facility operations.
Apartment Agreement
6. See Attachment.
7. Facility Managers are required to agree to and sign the Apartment Agreement.
Employment Agreement
1. See Attachment.
2. All Managers are required to agree to and sign the Employment Agreement.
Manager Bonus Program
1. Annual Bonus System for Stabilized Facilities (3 years old and older)
a. Aberdeen Management is implementing the following Bonus system for Facility
Managers:
i. The Annual Bonus has two distinct aspects: Quantitative and Qualitative.
1. Quantitative Aspect of Bonus
a. The quantitative aspect of the Annual Bonus is 5% of the year-
over-year increase in audited facility revenue.
b. The facility revenue number we will be evaluating will include
rent revenue, late fees, and administration fees, and will
exclude all Point of Sale revenue, all truck-rental related
revenue, and any revenue that has already been recognized.
c. The time period used will be December 1
st
through November
30
th
. This is done to enable us to deliver the bonus in December.
d. An estimate of the increase in revenue can be performed on
Sitelink, by creating a Management Summary from December
1
st
through November 30
th
of the current and previous years.
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The actual bonus will be based on our internal audited bank
reports.
e. Aberdeen Management will handle extenuating circumstances
as appropriate.
2. Discretionary Aspect of Bonus
a. Up to two weeks regular compensation may be rewarded as the
Discretionary part of the Annual Bonus.
b. Aberdeen Management will use its discretion to consider the
managers overall job performance as well.
c. Adherence to policies and procedures, overall attitude,
enthusiasm, pro-activeness, and cooperativeness will also be
considered.
ii. Co-Management
1. In the case that a facility has more than one manager, the bonus will be
divided as Aberdeen Management deems appropriate.
Phone Shop Bonus Program
1. $100 to Top Score each time a shop is conducted.
a. 80% Minimum is required.
b. In the event of a tie, the highest scorers will receive $50, and split an additional $50. For
example, each winner in a two-way tie will receive $75, and each winner in a three-way
tie will receive $66.67
2. $50 to each employee who earns 80% or above.
3. Phone Shops will be conducted on a random basis, up to once per month.
Personnel Privacy
1. See CBR HR Policies online at cbri.com, username: cbri, password: cbri.
2. The office and property may be remotely monitored via video/audio surveillance. Aberdeen
Management will review any and all surveillance at its discretion. Please treat public working
areas as such.
3. Telephone calls may be recorded and evaluated. Improper usage is subject to disciplinary action.
4. Internet, e-mail, telephone, and computer use on company equipment, and during company
hours, is to be for company business purposes only. Aberdeen will review and investigate any
suspected violation at its discretion.
5. Violation of computer or telephone use is grounds for immediate termination. Inappropriate or
personal usage may result in termination.
Employee Benefit Programs
1. Per CBR HR Policies.
2. All benefits are subject to change at any time.
3. A brief summary of some of the benefits currently offered are as follows:
a. Compensation
i. Managers are compensated as agreed upon at time of hire.
b. 401K
i. As administered through Creative Business Resources.
1. See attachment.
2. Refer to the CBR website or call CBR at 602.200.8500 for details
regarding eligibility and enrollment.
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a. www.cbri.com
i. Username: cbri
ii. Password: cbri
ii. An overview of our current 401K program is as follows:
1. Managers and full-time employees are eligible to participate.
2. Employees may defer up to $16,500 in 2010. Individuals fifty (50) years
old or older may defer an additional $5,500 in 2010
3. Aberdeen Management currently matches employee contributions at a
rate of 50 cents per dollar contributed, up to a maximum of $2,500 per
calendar year.
4. There is a five year vesting period to receive the full amount of
matching funds, 20% being contributed to the fund each year until fully
vested.
c. Health Insurance
i. Coverage is determined at time of hire.
ii. Full health insurance coverage is currently offered.
iii. Coverage may change at any time.
iv. Coverage is coordinated through CBR.
d. Dental, Eye, and other types of coverage
i. Coverage may be available at employees own cost
ii. To be coordinated through CBR
e. Housing and Utilities
i. As determined at time of hire.
ii. On-Site Managers
1. Managers may be provided use of on-site living quarters in some cases.
Exceptions may exist.
2. On-Site Managers are required to agree to and sign the Apartment
Agreement.
f. Storage Unit Use
i. Manager Team
1. Complimentary use of a storage unit will be determined at time of hire.
2. Typically a complimentary 10x10 is provided to the Manager team.
ii. Storage Relief Manager
1. One complimentary 5x10 unit is typically provided for the storage
Relief Manager.
2. The Storage Relief Manager must complete a lease and other applicable
paper work to occupy a unit at a complimentary rate.
3. Complimentary use of the storage unit ceases at the end of the period
of employment.
iii. If other arrangements are needed, please contact Aberdeen Management.

Trading Days
1. Trading Days
a. Days Off may only be traded within the same pay period.
b. Aberdeen Management must be notified of any days traded.
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Vacation Policy
2. Vacation
a. Managers are required arrange competent management to run the facility while on
vacation.
b. Vacation days must be approved by Aberdeen Management.
c. Paid Vacation Schedule for Managers and Full-Time Employees
i. After one full year of employment, one week (45 hours) of paid vacation is given for
the second year.
ii. After two full years of employment, two weeks (90 hours) of paid vacation are given
per year.
iii. After five full years of employment, three weeks (135 hours) of paid vacation are
given per year.
d. Paid vacation hours expire on the anniversary date of hire. This is a Use it or lose it policy.
e. Managers are required to take at least one week of vacation each year.
f. Part-Time employees are not entitled to paid vacation.
Oper at i ons
Payments
AVS Verification
1. All Auto-Billed customers must sign the Credit Card Auto Debit form.
2. The employee must verify the following information upon setting up Auto-Debit:
a. Name on card
b. Numeric billing street address (ie, 6955)
c. Billing Zip Code
3. The employee must verify address whenever prompted by PC Charge or other processing
program.
Tenant Issues
Change of Address
1. All tenant Change of Address procedures may only be made with a signed and dated written
request from the Tenant. This is State Law. No exceptions may be made. Signed written notice
or signed faxed notice are the only acceptable forms to change address at this time.
2. Never change a tenants address in SiteLink without a valid form, as described above, in the
Tenant file.
3. NEVER CHANGE A TENANTS ADDRESS OVER THE PHONE!
Change of Tenant
1. Option #1: Both Parties Present
a. Both Parties must be present.
b. Move-Out Current Tenant per policy.
c. Move-In New Tenant per policy.
d. Old (Current) Tenant and New Tenant handle the exchange of keys.
17

e. Storage facility is NEVER to take possession of, or hold, unit. We are not a warehouse,
and do not offer bailment.
2. Option #2: ASSA Form, Request for Substitution of Tenant
a. Follow procedure as outlined online by Arizona Self Storage Association (Arizona
facilities only), or California Self Storage Association Handbook (California facility).
i. www.azselfstorage.com
1. Login with your site-specific username and password
b. Get new lease from new tenant.
Tenant Settlements
1. See Attachment.
2. The Settlement Agreement and Release, when filled out correctly and signed by tenant, relieves
the facility of liability in a dispute.
3. Immediately seek counsel with Aberdeen Management when a dispute arises.
4. Contact Aberdeen Management before implement the Settlement Agreement and Release.
5. Keep a File Copy at the property, and forward a copy of, the Settlement and Agreement and
Release, along with complete Tenant Notes from Sitelink, to Michael Borg and Drew Monson.
Tenant Transfer
1. Follow SiteLink prompts under Units tab.
2. Print Transfer Status Report and have tenant sign the form.
3. This may be performed by only the Tenant, and not by the Alternate Contact or anybody else.
Tenant Privacy
1. All tenant information must be kept strictly confidential, and may not be given to anyone except
the tenant. See Law Enforcement Policy for exception.
2. Tenant must be present with valid ID to obtain any private information, including gate codes,
unit numbers, etc.
Credit Card Handling
1. Never read any credit card information of a tenant, including the three or four digit
AVS/CVV/CVV2 security code, in the present of anybody else.
2. Never destroy receipt unless authorized in writing by Aberdeen Management.
3. Keep all credit card information secure at all times, behind locked door if available..
4. Ensure all Auto-Debit tenants have a properly completed Credit Card Auto Debit form on file. If
not, discontinue Auto-Bill and obtain form.
5. Phone Payment
a. Make following SiteLink Tenant Notes:
i. Payee name
ii. Payee contact phone number
PCI Compliance
1. Follow all directives given by Aberdeen Management or designated Information Technology (IT)
consultant relating to PCI credit card security compliance in a timely manner.
2. Keep all files containing personal information (especially credit card information) locked when
available (when locks are installed).
3. Usernames and Passwords
18

a. All users must logon to the computer and logon to SiteLink with their own unique
username and password. This is absolutely mandatory.
b. Passwords are never to be shared with others.
c. Employees may only use the computer while logged in under their own username (both
logged into the computer and SiteLink with their own username).
i. Very significant fines can be assessed if this is not done.
4. Delete employee user accounts and passwords immediately upon termination.
5. Shred all written cardholder data as soon as it is no longer in use.
6. Never tamper with router, firewalls, or antivirus software settings, software, or hardware. This
may compromise PCI compliance and result in significant fines.
a. All users must logon to the computer and logon to SiteLink with their own unique
username and password. This is absolutely mandatory.
b. Passwords are never to be shared with others.
c. Employees may only use the computer while logged in under their own username (both
logged into the computer and SiteLink with their own username).
i. Very significant fines can be assessed if this is not done.
d. Never write down or store in any manner (include emails, even if encrypted) the 3- or 4-
digit CVV/CVV2 which appears on the back of the credit card.
i. Very significant fines can be assessed if this is done.
Lease Agreements
1. Leases must be completed properly. No exceptions. Leave no blank spaces unfilled. Ensure that
each and every lease is both signed and dated by Tenant and Arizona Self Storage/Storage
Solutions representative.
2. Never alter a lease, or make notes on a lease.

Vacate Notice Policy
1. Ten Day Vacate Notice must be given in writing ten days prior to the Move-Out date.
2. Days stayed beyond Due Date must be prorated.
Move-In Packet
1. Prepare Move-In Packets during Down-Time. Ensure the following is included, at a minimum:
a. Lease
b. Insurance Waiver
c. Insurance Brochure
d. Appropriate Addendums (RV, Wine, Specialty, other)
e. Gate code card (no facility information; do not use business card or flyer)
f. Marketing Partnership Materials
Merchandise
1. Always attempt to sell appropriate merchandise to all tenants and prospective tenants.
NSF Fees (Non-Sufficient Funds)
1. No exceptions are to be made.
19

2. Under no circumstance is the NSF fee to be waived.
3. Customers who have accrued an NSF Fee are no longer permitted to pay with checks.
Independent Contractors
1. All Independent Contractors must complete and submit the following forms to the facility
manager.
a. Independent Contractor Form
b. W9
2. Manager must submit the above forms to Kristin Frost, with weekly packet, at Aberdeen
Management.
Payment Policies
1. Checks
a. Counter or Temporary checks are never to be accepted as payment.
b. Unit Number must be noted on the check.
2. Pre-Paid Rent/Pro-rate
a. Ensure that the proper amount is accrued on the account. If the proper amount is not
reflected, manually add the recurring charge before posting payment.
b. This gives us the opportunity to disable past due events without unnecessarily waiving
late fees.
Petty Cash Policy
1. The Petty Cash fund is to be used to purchase the following types of items, up to $300 per item:
a. Office Supplies
b. Postage
c. Sanitation Supplies
d. Tools
e. Miscellaneous items
2. Petty Cash is never to be used or borrowed for personal use. Doing so may result in
disciplinary action, up to termination.
3. Requests to replenish the fund should generally be submitted when the fund is depleted by
50%.
4. Manager is responsible for ensuring that the Petty Cash Fund balances at all times.
5. Managers are to maintain and submit a balanced petty cash fund each week, per the following
guidelines:
a. Current Petty Cash Request form, provided by Aberdeen Management, is to be used.
b. Original Receipts are to be attached on a separate page.
i. Receipts are to be taped down with transparent tape, and not overlapping.
ii. Tape should never cover any numbers on the receipt.
iii. Receipts should be flat, and never folded
1. If receipt is too large to fit on the page, cut neatly and place pieces next
to each other.
c. Managers are to keep a copy of the complete Petty Cash Request, including a copy of
receipts, in the facility Petty Cash file.
6. Improper submission of Petty Cash Request will result in a delay and/or return of unpaid Petty
Cash Request.
20

Phone Shop Program
1. See Attachment Sample.
2. Advertising is very expensive, and therefore, each phone call must be maximized.
3. With the increasingly competitive nature of the storage industry, it has become essential for
Managers and office staff to focus on sales techniques, both over the phone, and in person.
4. Phone Shops are important teaching tools, and are designed to help managers provide the best
possible customer service, and to deliver the best possible sales techniques, in order to increase
rental conversion rates and thereby maximize the financial potential of each call.
5. Our Company-Wide goal is for each Manager and office employee to regularly score 80% or
above on the monthly Phone Shop.
6. Managers are expected to set a positive example for relief staff by studying provided Phone
Shop materials, and use provided Phone Shop Resources.
Rent Refund Policy
1. No partial month refunds are to be given.
2. Only full months of prepaid rent may be refunded.
3. Tenant rent may only be prorated when a 10 Day Notice is given. At this time, you must enter
the vacate date into SiteLink.
4. On the rare occasion that a refund is to be given, there are only two ways of doing so:
a. Request for Refund
i. Submit a Request for Refund to Kristin Frost, with a copy of the tenants
ledger and Move-Out receipt stapled behind it.
ii. The Request for Refund will not be honored if not submitted properly.
b. Credit Card Refund
i. Manager can perform this at the facility.
ii. Refund may only be issued on the same credit card which was originally used.
iii. Original copy of the credit card refund must be attached to a Request for
Refund (just as if it were being submitted for a check). This must be stapled onto
the Request for Refund.
iv. The ledger and move-out receipt must be attached and faxed to Kristin Frost in
your next package to her, at 520.319.6560.
v. On the day of the refund, you will have a shortage in the amount of credit card
funds deposited for the day. This must be reflected in the Call In Numbers.
vi. Please also list the shortage on the Balance Explanations sheet in the Call In
Numbers book.
Standard Work Week
1. Our standard work week begins on Sunday and ends on Saturday.
Telephone and Walk-In Log
1. Complete this for every single phone call and walk-in prospective tenant, and submit per Quick
Reference Guidelines.
Video Surveillance Operation
1. Create and keep a copy of surveillance recordings of actual or suspected theft, vandalism, or
suspicious behavior for 60 days.
21

2. Be familiar with your DVR and download data to create a backup as often as necessary to
maintain at least 31 days of rolling record.
Del i nquenc y and Auc t i ons
Tenant Delinquency
1. Rent is due on the same day every month as the date rent was initially assessed.
2. Aberdeen Management allows a five day grace period. On the sixth day, Sitelink will charge the
appropriate late fee in accordance to Arizona Late Fee law.
a. For example, if a tenant moved in on the 10
th
day of the month, rent is due on the 10
th

day of each month, and late fee will be charged at the beginning of the 15
th
day of the
month.
3. Managers are to do the following:
a. Mail Past Due Notices on a daily basis.
b. Make courtesy calls to delinquent tenants on a regular basis, and note all results in the
tenants note-field in SiteLink, including the following:
i. Actual phone number called (10 digits).
ii. Result of the call: Busy, disconnected, etc.
c. Follow applicable Auction Procedures in this manual when appropriate.
i. If you do not fully understand the auction procedures or have any questions,
you are responsible for contacting Aberdeen Management for assistance.
Late Fees
1. Per Arizona State Law, we charge a late fee of the greater of $10 or 20% of Rent.
2. Late Fees are never to be waived for any tenant more than once per twelve months, and should
be done much less frequently than that. Managers are encouraged to waive as few late fees as
possible. Managers may use their discretion in extenuating circumstances.
a. A few examples of appropriate situations in which to waive late fees are as follows:
i. Customer envelope is post-marked on or before the end of the grace period.
ii. Envelope is deposited in the nightdrop the night of the last day of the grace
period.
iii. Disable Past Due Events was not initiated correctly on Sitelink.
iv. Unintended nominal balance on tenant account initiated Late Fee.
v. Accounts of recently Moved-Out or Pro-Rated tenants have not been moved out
of the system
1. Ie, tenant is paid-through and vacates Saturday, but is not Moved-Out
of Sitelink until Monday.
2. Check is posted to wrong account, causing the tenants account to
become delinquent.
3. All other managerial errors that cause a Late Fee to post.
3. As we implement Online Payment options, we will mandate that a much lower maximum
number of late fees be waived.
4. If you choose to waive a late fee, do so under the condition that the tenant must sign up for
auto-debit as part of the deal, and that no further late fees will be waived.
22

Auction Procedures
1. Study and understand ARS 33-1701 through 33-1706 and other statutes posted online at:
a. www.azselfstorage.com
i. Username and Password: site-specific.
2. All Auction procedures and duties are to be performed by facility Manager only, unless
otherwise directed.
3. Additional Guidelines
a. Aberdeen Management Auction Checklist
i. Print and complete with initials and signature.
ii. Follow every step and pay attention to each line. Call Aberdeen if in doubt!
iii. Keep each tenants Auction Checklist in their file.
b. Maintain Master Auction File for each Auction, with the following:
i. List of tenants scheduled for Auction.
ii. Burned CD of unit photos and lock-cut video.
iii. Original Certificates of Mailing: PS Form 3877
c. Lock Cutting
i. Locks must be cut in the presence of an impartial designee.
1. The impartial designee must either a representative of an outside
auction company, or be approved by Aberdeen Management.
2. Video record lock cut.
d. Unit Inventory
i. Use Inventory Sheet.
ii. Unit must be inventoried without crossing the threshold of the storage space.
iii. The contents of the space must be photographed.
iv. The unit must be sealed with a numbered red tag.
v. The unit must be secured with a red company lock.
vi. If anything appears as it may have a lien on it, record make, model, and serial
number and search for lienholder information at:
1. www.azsos.gov
vii. Send Lienholders verified notice at least ten days prior to auction.
e. Notices of Lien
i. Send according to timeline in the Auction Checklist.
ii. First Notice of Lien
1. Send Verified to last known address. Send to all addresses on file.
2. Include five elements listed in ARS 33-1704(B)(2), briefly summarized
below:
a. We (company) have a lien on the property in your unit.
b. You owe us $x currently and will owe $x more (specify future
charges)
c. You must pay by (date)
d. If you do not pay by (auction date, time, and place), the
belongings in your unit will be sold.
e. Contact us at (contact info).
f. Motor Vehicles
i. You must include a description of the vehicle in the both Notices and in the
Auction ad.
23

ii. Check MVD records and mail notices to anyone listed as an owner, at the
address listed.
1. Use ASSA form, Motor Vehicle Record Request to obtain ownership
information on vehicles.
2. Reference MVD Policy Memo 10.6.9, Dated 26 December 2008 if the
MVD representative does not know how to do their job and assist you
with the Motor Vehicle Record Request.
iii. Hidden Vehicles.
1. Provide notice before auction that hidden vehicles are not sold.
g. Items with Liens
i. Discover lienholders at www.azsos.gov
ii. Send notice to lienholders of auction 10+ days before auction.
iii. Lienholder may pay balance and take the property he/she has a lien on.
iv. Auction items with liens on them separately from the rest of the unit at an
auction.
h. Special Contents
i. We may not sell the following items. Contact Aberdeen if the following are
found in a unit.
1. Business Records
a. Sensitive financial information
b. Client Files
c. Patient Medical Records
d. *Give to governing agency. Destroy if Aberdeen so advises.
2. Alcoholic Beveridges
a. Destroy.
3. Pharmaceuticals
a. Contact DEA for controlled substances.
b. Destroy others (crush and trash, not down drain).
4. Firearms
a. Contact Law Enforcement to confiscate.
5. Unusual Items of potentially high value
a. Research and invite several individuals in related industry to
auction to get more money at auction.
i. Unless Aberdeen Management directs the manager otherwise, the customer may regain
possession of the unit after a company red lock has been placed on the unit only if all of
the following conditions are met:
i. Unit is paid in full.
1. If payment is made by someone other than the tenant, that individual
will not be granted access to the space. You may accept their payment
and notify them that the tenant will be sold a lock and the keys will be
mailed by certified mail to the tenant at the address on file. No
exceptions are ever to be made regarding the handling of the keys.
ii. Payment must be made by cash only!
1. No checks are accepted for payment if the customer lock has been cut
in preparation for auction.
iii. If payment is made by the actual tenant, the following steps must occur:
1. Manager must accompany customer to the unit.
2. Manager must remove the numbered red seal and retain seal.
24

a. Seal is then to be attached to inventory sheet created at the
time the lock was cut and unit inventoried.
3. Manager must remove the red company lock.
4. Manager must confirm that customer has a lock present to secure the
space.
iv. Manager must accompany customer to remove the numbered red tag and red
company overlock.
v. Manager must witness the customer putting his or her own lock on the unit.
j. Courtesy / Collection Calls
i. Make them weekly and log results in SiteLink.
Mai nt enanc e
Maintenance Checklist
1. See Attachment.
2. The Maintenance Checklist is designed to create a consistent quality of storage product
throughout the company.
3. Managers are expected to utilize this Checklist, which includes the following:
a. Daily Maintenance Checklist
b. Weekly Maintenance Checklist
c. Monthly Maintenance Checklist
d. Quarterly Maintenance Checklist
e. Bi-Annual Maintenance Checklist
f. Annual Maintenance Checklist

Repair and Replacement
1. A minimum of two or three bids will be received for repair and replacement projects above
$300, unless otherwise arranged with Aberdeen Management.
2. The manager is to evaluate these bids, and submit them to Aberdeen Management, along with a
brief written proposal for which bid to accept.
3. If a good working relationship is already established with a vendor, getting three bids should be
done only occasionally to assure we are getting a fair price.
4. If a manager wishes to perform the job, he or she should submit a written bid to Aberdeen
Management with two other bids, just as an independent contractor would do. Managers will
be held to their bid, just as would an independent contractor.
Cust omer Ser vi c e I ssues
Telephone Handling
1. Telephone handling is one of the most critical duties of Managers and Relief Managers. This
is usually our only chance to convert potential tenants into tenants.
2. Telephone calls from potential renters always take precedent over a customer in the office.
Excuse yourself with the customer in the office and answer the phone.
3. Handle each call professionally, per Phone Smart standards.
25

4. Use Aberdeen Management Telephone and Walk-In Log.
Email Etiquette
1. Response time on prospective tenant emails is critical.
2. Each prospective tenant email should be responded to within 30 minutes, or they will likely
have already rented elsewhere.
a. Yahoo Messenger is to be used to alert employee of new email.
3. Use Email Response Form.
Email Response Form
1. See attachment.
2. Always use approved Aberdeen Management Email Response Form.
Answering Machine Script
1. The following script is to be used for answering services. Please modify site-specific content
with the approval of Aberdeen Management (RV, Wine, features, etc.).
2. Thank you for choosing Arizona Self Storage (and Penske Truck Leasing / and RV Center) at
(Sahuarita, Glendale, etc). To skip this recording and leave a message, press the pound sign
at any time. Our office is open Monday through Saturday, 9 am to 6 pm, (closed for lunch
between 1pm and 2pm), and closed on Sunday and major Holidays. If you have called during
business hours, we are currently assisting another customer.
3. We are conveniently located at (18240 South La Canada Road, 3 miles south of Sahuarita
Road, and one mile north of Duval Mine Road in Sahuarita, Arizona). We offer State of the
Art Security, Selection, Value, and Convenience. We have (Air Conditioned, Evaporative-
Cooled, and traditional Drive-Up Units, as well as Covered, Uncovered, and Fully Enclosed
RV Storage, and Climate-Controlled Wine Storage).
4. (If you are dropping off a Penske Rental Truck after hours, please park it in the designated
parking area (located on the dirt parking area south of the front office), and drop the keys
and rental agreement in the (after hours drop-box located in the office front door). To avoid
additional charges, please ensure the rental truck is filled with gas, swept out, and parked
properly.
5. Your call is very valuable to us, so please leave a detailed message and we will return your
call right away. Thanks again for calling Arizona Self Storage (at Sahuarita).
Courtesy Lock Cut
1. Courtesy Lock Cuts are to be performed only when all of the following conditions are met:
a. Actual tenant is present with valid photo identification.
b. Lock Cut Request Form is completed.
c. Signature on Lock Cut Request Form matches the signature on the contract and
Drivers License.
d. Locks are to be cut for tenants only, not individuals listed on the Lease or an
addendum as Alternate Contact or Additional Access unless otherwise
specifically indicated on the Lease or Addendum.
i. Understand paragraph 9 on the contract.
e. Assistant managers or relief employees are not authorized to cut locks unless
specifically authorized by the Manager, and in accordance to the above polices and
procedures.
26

f. A $5 Lock Cut Fee is to be charged to any tenant requesting a courtesy lock cut. This
must be done by the Manager or appropriately trained relief.
Revenue Management
Competition Surveys
1. See Attachment: Competition Survey
2. Competition Surveys are to be completed and sent to Michael Borg, Kim Ryan, and Drew
Monson at a minimum of each quarter, by the following dates:
a. March 31
st

b. June 30
th

c. September 31
st

d. December 31
st

e. Competition Surveys are to be conducted more frequently if the market so dictates.
3. Competition Surveys are essential tools to enable managers and Aberdeen Management to
remain aware of the market conditions in the immediate market area of each facility, such as
the following:
a. Understanding local market trends.
i. Changes in Administration Fees.
ii. Change in specials, such as free locks and move-in specials.
iii. Changes in gate and office hours.
b. To help determine appropriate Board Rates and current customer rate increases.
c. To understand and rate your competition, in terms of price, features, accessibility, and
customer service.
d. To make you aware of new competition.
4. Excel Forms provided by Aberdeen Management are to be used.
Rate Increase Policy
1. All tenant rates are to be evaluated at least every 365 days, as dictated by market conditions.
a. If market conditions are particularly strong, please consult with Aberdeen Management
regarding raising tenant rates more frequent than once per year.
2. The following items are to be taken into consideration when determining new tenant rates:
a. The local storage Market, per current Competition Survey
i. Market trends
ii. New competition planned or under construction
iii. Competitor tenant rates
iv. Competitor occupancy levels
v. Competitor features
3. The following steps are to be followed to analyze and schedule rate increases:
a. Go to Sitelink Company screen
b. Go to Edit Rent
i. Sort by Days Same
1. Evaluate and raise rates as appropriate on all units for which Days
Same will be over 365 Days at time of their schedule rate increase.
ii. Schedule Rate Increase
c. Rate Increase Letter
27

i. Generate and mail SiteLink Rate Increase Letter on or before the last day of the
month which is 2 months prior to Rate Increase.
1. For example, letters must be mailed by January 31
st
for rate increases
effective March.
2. See Attachment.
4. Prepaid Tenants
a. Rate increases may not go into effect on pre-paid tenants until after the pre-paid period
ends.
b. Send Rate Increase letters per standard procedure. However, make the rate increase
effective when the pre-paid period expires.
5. Discounted Tenants
a. Non-expiring discounts, such as the Senior and Military discount, will be deducted from
the new tenant rate.
Specials for Stabilized Facilities
1. See Attachment.
2. The Specials for Stabilized Facilities sheet is a reference of specials approved for use by
Aberdeen Management.
3. Whether or not to use a special is at the Managers discretion: use it wisely.
ABERDEEN MANAGEMENT 2010 COMPANY MARKETI NG
See: 2010 Company Mar k et i ng Pl an At t ac hment
See: 2010 St or age Websi t e Par t ner shi p, I nf o, and Tut or i al
Tr uc k Rent al Pol i c y
1. We believe that establishing working relationships with truck rental companies can offer certain
benefits to our business in some markets, such as the following:
a. Increased storage business from increased storage visibility.
b. Increased storage business from converting rental truck customers to storage
customers.
c. Increased revenue, through truck rental commission.
2. Truck rental customers are to be given the same high level of customer service as storage
customers.
a. However, it is important to ensure that our storage operations are never neglected due
to truck rental activity.
3. Managers are expected to balance the needs of both the storage and truck rental operations,
and to seek counsel from Aberdeen Management if the needs of both entities are not balanced.
4. Managers are expected to understand and comply with applicable rental truck guidelines,
policies, and procedures.
28

5. Aberdeen Management may enter into, cancel, or alter any rental truck arrangements as it
deems appropriate.
6. Any income that is the result of the rental truck arrangement is not to be considered part of the
compensation package, and is not to be counted upon as a consistent source of income, as any
truck rental arrangement may be cancelled or altered at any time.
7. Employee is responsible for all aspects of the rental truck operation at the facility.
8. Commission
b. If a truck-rental program is offered at the facility, Employee shall receive a 25% Profits
Participation in truck-rental revenue. Profit is calculated by deducting all expenses
related truck rental from the profits the facility receives from truck commission: the
employee profit participation is then deducted from this amount.
c. Expenses
i. Truck-rental expenses include, but are not limited to, the following items:
1. Extra personnel costs that Aberdeen Management deems attributable
to the truck-rental arrangement
2. Penske-related utility costs, including internet service costs
3. Rent or lost revenue due to future on-site warehousing or off-site
parking of trucks
4. Cost of Penske-related equipment
5. Penske-related advertising expenses
Repor t i ng
Timesheets
1. The Timesheet Book is fully formatted to track hours throughout the year to make the
projected versus actual time easier to submit on the Timesheet.
2. Timesheets must be submitted on the 5
th
and 20
th
of each month.
3. Changes that may happen after the submittal shall be made up in the next period, except in
the case of employee termination. If an employee is terminated, please contact Kristin Frost
immediately so that the processed payroll check can be cancelled.
Penske
1. Penske Commissions are always paid one month in arrears. For instance, all Penske checks
received for weeks ending in April shall be submitted on May 20
th
. This should provide
enough time for all of the Penske commissions from the previous month to arrive. Any
charges for late/missing paperwork or postage, etc., will be deducted before the profit from
Penske is divided as agreed upon.
Petty Cash
1. The Petty Cash fund is to be used to purchase the following types of items, up to $300 per item:
a. Office Supplies
b. Postage
c. Sanitation Supplies
d. Tools
e. Miscellaneous items
29

2. Petty Cash is never to be used or borrowed for personal use. Doing so may result in
disciplinary action, up to termination.
3. Requests to replenish the fund should generally be submitted when the fund is depleted by
50%.
4. Manager is responsible for ensuring that the Petty Cash Fund balances at all times.
5. Managers are to maintain and submit a balanced petty cash fund each week, per the following
guidelines:
a. Current Petty Cash Request form, provided by Aberdeen Management, is to be used.
b. Original Receipts are to be attached on a separate page.
i. Receipts are to be taped down with transparent tape, and not overlapping.
ii. Tape should never cover any numbers on the receipt.
iii. Receipts should be flat, and never folded
1. If receipt is too large to fit on the page, cut neatly and place pieces next
to each other.
c. Managers are to keep a copy of the complete Petty Cash Request, including a copy of
receipts, in the facility Petty Cash file.
6. Improper submission of Petty Cash Request will result in a delay and/or return of unpaid Petty
Cash Request.

Point of Sales
1. POS commissions shall be submitted on the 5
th
of each month, and do not have to be submitted
on the 20
th
. POS commissions are also paid one month in arrears.
Reporting and Banking Schedule
1. See Attachment.
2. One of the most important duties of a manager is timely and accurate reporting and banking.
3. Failure to fully comply with the Reporting and Banking Schedule is taken extremely seriously,
and may result in disciplinary action, up to and including termination.
Facility Operations Reviews
1. See Attachment.
2. To be submitted by the 5
th
day of the month, for the previous month.
a. For example, the Review for January is due February 5
th
.
3. The Facility Operations Review is a great way to communicate with Aberdeen Management.
a. This enables Aberdeen Management to be aware of what is happening at your facility
and best be able to support you.
b. It also helps to create a running history for the facility which can be referred to in the
future.
4. Review is to be fully completed.
5. Facility Operations Reviews are to be kept in a dedicated file at the facility.
30

Thef t and Law Enf or c ement
Access for Law Enforcement, Fire Department, or Health Department
1. Access to a unit is to be granted by order of Law Enforcement, Fire Department, or Health
Department.
2. All others must obtain written approval from Aberdeen Management to be granted access.
3. Aberdeen Management must be notified immediately.
Law Enforcement Requests
1. Law Enforcement authorities with valid identification are entitled to all information
concerning tenancy.
2. Law Enforcement authorities are to be given access to a unit provided they produce a
proper warrant (court order) to access the unit. Such warrant must be from a recognized
court, directed to you (name of storage facility), using your name (storage facility) and in
conjunction with the facility or facility owners name, directing you (storage facility) to allow
entry of a specified person or persons to a certain storage unit.
3. Aberdeen is to be notified of any law enforcement activity immediately.
Surveillance Tapes and DVR Data Handling
1. Surveillance tapes, gate logs, customer records, or private information will not be released to
anyone without approval from Aberdeen Management.
a. A warrant or appropriate court document is required in addition to approval from
Aberdeen Management.
Theft
1. Do not contact the police. Reporting and resolving a theft is strictly between a tenant and the
police department.
2. Notify the tenant by phone. If this is not possible, notify the tenant by mail.
3. Find and keep evidence recorded on the surveillance system.
4. Be understanding with the customer, but do not acknowledge responsibility in any way. Though
we try our hardest to provide the safest, most secure environment possible, as the tenant
acknowledges on their lease, we are not responsible for theft.

Handbook At t ac hment s
1. 401K Plan Summary, 2009
2. 2010 Company Marketing Plan
3. 2010 Storage Website Partnerships, Info and Tutorial
4. A.R.S. 33-1701 through 33-1706
5. ASSA Lien and Auction Procedures Handout, 2-24-10
6. Generic Apartment Agreement
7. Generic Employment Agreement
8. Aberdeen Management and CBR, Basic Property Information and Manager Names
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9. Arizona Revised Statutes (Auction Procedures)
10. Company-Wide Specials
11. Generic Settlement Agreement
12. Rate Increase Letter
13. Sample PhoneShop
14. Quick Reference Guide, 2009
2009 Fac i l i t y For ms Li st
1. Aberdeen Phoneshop, 2-25-10
2. Auction Checklist, 2-25-10
3. AVS Verification Letter
4. Call-In Book Template, Nogales
5. Call-In Book Template
6. Cash Drawer Transfer
7. Check Request
8. Competition Survey
9. Facility Operations Review
10. Incident Report
11. Independent Contractor Form
12. Invoice Log Book
13. Maintenance Timesheet
14. Mileage Report
15. New Tenant Questionnaire
16. Petty Cash Request
17. Rate Increase Letter
18. Request for Refund
19. Site Visit, 2009
20. Timesheet Book
21. W9
22. Credit Card Auto Debit Form
23. 2010 Marketing Database
24. Generic Settlement Agreement
25. Telephone and Walk-In Log, 2010
26. Verification of Lock Cut and Inventory of Unit Contents, 2010
27. Email Response Form
28. 2009 Performance Review and Criteria