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SecurCare Self Storage Interview
Questions

28 Questions and Answers by Ryan Brunner

Published October 22nd, 2019 | Ryan has over 10 years of experience interviewing
candidates in the healthcare, public service, and private manufacturing/distribution industries.
Question 1 of 28
What knowledge do you have of differing leadership styles and how would you work effectively with each in this role?
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How to Answer
People that work their way through the ranks of the business world and find themselves in high level positions can lead with many different styles. For this question, be sure to do your research on the differing leadership styles and be able to speak about specific times you have worked with leaders with that style or how you would effectively work with each style. Make sure to speak to the importance of differing leadership styles equating to the need for an individualized approach to training leaders.
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Top 25 SecurCare Self Storage, Inc. Interview Questions with Full Content
1.
What knowledge do you have of differing leadership styles and how would you work effectively with each in this role?
People that work their way through the ranks of the business world and find themselves in high level positions can lead with many different styles. For this question, be sure to do your research on the differing leadership styles and be able to speak about specific times you have worked with leaders with that style or how you would effectively work with each style. Make sure to speak to the importance of differing leadership styles equating to the need for an individualized approach to training leaders.

Ryan's Answer #1
"I have received training on working with the most common leadership styles in the sales industry: transformational leadership, transactional leadership, autocratic leadership, bureaucratic leadership and democratic leadership. I also fully understand the important characteristics and personality traits that leaders in each style display. I have some personal experience training an autocratic leader very closely on promoting teamwork within his department due to low morale. For this leader, it was important for me to personalize my approach by teaching him about his leadership style and what the pro's and con's both were. From there, my focus remained outward towards his team and their performance and how his approach could help impact that positively. Moving forward from our training, his team definitely felt a positive uptick in their morale and production."
Ryan's Answer #2
"Having worked with leaders all across my current organization, I quickly came to realize that every leader works in and is motivated by their own unique set of circumstances. And because of those facts, it is important for me to take a personalized approach to training. I've worked with leaders that had a hard time delegating work and ruled with more of an iron fist than most others. For these leaders, a direct approach from myself as the trainer was required and a focus on the importance of teamwork and recognition were important. I've also worked with leaders on the opposite end of that spectrum that approached leadership from a very hands off perspective and were successful more on the administrative side of their roles. With these leaders, I had success in approaching training with an emphasis on establishing standards and procedures for their department and promoting their involvement with their team. I think my versatility in working with every leadership style would be an advantage here at SecurCare Self Storage."
2.
As a manager, who has been your greatest influence? A person that has defined what type of leader you wish to be.
Have you had a strong mentor in your management career? Talk to the interviewer about what type of influences have shaped your management style.

Ryan's Answer #1
"The greatest influence in my career has been one of my Professors from University. Mr. Smith was my professor of Business Ethics, and I connected well with his teaching style. Even after graduating University, we kept in touch, and he has greatly influenced my coaching, teaching, and leadership style."
Ryan's Answer #2
"The first CEO I reported to has been a tremendous influence on my career. That person helped shape my work ethic and passion for business early on, which has helped me become a better business partner along the way in my career. I wish to be someone who is fair, demanding and supportive. Someone who cares about the customers and cares about our people."
3.
Have you had the opportunity to fully design a training program? If so, what were the keys to it being successful?
Depending on your career experiences up to this point, you may or may not have developed a formal training program. If you have, your interviewer will be looking to hear about a successful program you saw through the whole design process was on. Talk in detail about the keys to it being effective. On the flip side, if you are looking to break through into the business education consultant side of things and don't have direct experience designing a program, use your career experience and your knowledge of training programs to discuss your strong points that you would bring to the role and your willingness to become successful in this role.

Ryan's Answer #1
"After a few years of our customer satisfaction surveys dropping regarding customer satisfaction, I put together a training program for our sales staff that focused on the customer experience. The program was designed to help promote an empathetic approach from our sales staff when working with their customers. My process for designing the program started with a simple survey to our sales staff on their perspective of what impacted the customer experience and how they demonstrated empathy. After results were received, there was a pretty significant gap that likely had a huge impact on the satisfaction of our customers. With goals then set for the training, I designed a fun and interactive experience for our sales staff that involved some role playing, a video and slides with direct feedback from our customers. When we held the training during a monthly sales meeting, I could see a lot of eyes open in the room and our Director of Sales and Service, who I worked very closely with during the creation of the program, really helped hammer home key points with his staff. I received a lot of compliments from our staff following the training. Being only six months out from that training, I'm eagerly awaiting results after we send out the next customer satisfaction survey."
Ryan's Answer #2
"As you can see from my resume, this would be my first venture into designing training programs, but I think my experience in my supervisory and management roles make me a great fit for this position. I have a lot of experiencing in coaching individuals on a 1:1 basis and also facilitating training for my staff. I have an innate ability to speak in front of a large group and lead by example while making training and education both interactive and fun. While actually designing programs would be a new effort for me, I feel like I'm ready for the challenge and would use my knowledge and training in effective business processes to be successful in this role."
4.
What would you say is the key factor for an organization to consider when building an action plan for growth?
Creating an action plan for growth can entail many steps and processes. As the clients at SecurCare Self Storage will look to you to be an expert on the entire process, your interviewer is simply looking to take a dive into your mind to hear what you feel is the most important factor. No matter how you answer this question, be sure to speak passionately about why this factor is important and how you will help their clients understand this and put it to use.

Ryan's Answer #1
"In my experience in going back and measuring the successes of past organizations that I have been a part of a growth plan for, the top determining factor in success was having and following a five year plan for growth. The development of a solid five year plan entails setting goals, establishing the resources needed to meet the goals and pinpoints any potential hurdles on the way to the goals. An integral part of the plan also includes timelines for adding resources along the way to ensure that milestones are met on time."
Ryan's Answer #2
"To me, companies that seize opportunities in their market are best suited for growth into the future. For a lot of companies, seeing opportunity is a huge area for improvement and its a passionate area of mine where I could bring expertise the clients of SecurCare Self Storage. As a consultant, the process of seeking out opportunity would involve detailed SWOT analyses, market research and surveying of staff. These processes will help clients see their best opportunities for growth, then further plans can be made to turn plans into reality."
5.
To help determine your qualifications for this role here at SecurCare Self Storage, please dive into your background in customer service. Do you have any direct experience in training others in customer service?
Consulting in customer services can vary greatly from industry to industry and organization to organization. This is no different than consulting for SecurCare Self Storage. To get a better feel for your resume and your experiences, your interviewer is looking to hear about your experiences first-hand during your interview. Most importantly, to gauge your direct experience that will translate well to a consultant role, talk about your experiences in training others in sound customer service techniques and policies.

Ryan's Answer #1
"As you can see from my resume, my career in customer service started in college while working toward my undergraduate degree. Working for a large call center, I learned the importance of listening to customers and solving their issues creatively. Following college, I started in retail management with a large clothing store. Since being in that role for over 12 years, not only have I spent extensive hours training staff on customer experience, handling adversity and other subjects of the like, I've also helped create and implement successful training programs in these areas. My experience there could prove to be a big asset here at SecurCare Self Storage."
Ryan's Answer #2
"Having spent my career in the hospitality and tourism world, customer service has always been priority number one in ensuring the happiness, safety and return of every customer for another stay. Whether it was during my time working front desk or concierge of high profile hotels or in my current role as General Manager, customers have always been my top priority. Through Hilton, I've trained in the Hilton Hospitality & Service program and am now a certified trainer for new staff. I can take that training and apply it across many industries here at SecurCare Self Storage."
6.
Where have you seen common failures or breakdowns in customer service and how would you address these issues with the clients here at SecurCare Self Storage?
When a consulting company like SecurCare Self Storage is called, it is likely that that organization has seen some failure in the service that they have been providing to customers. In this role as a consultant, you will be asked to help diagnose the issues and help fix them for your clients. For this question, your interviewer is first seeking to see what you have seen in your career as common failures in customer service. Second, and most importantly, your interviewer is looking to hear how you would go about solving the issue with clients. Make sure to be as detailed as possible in this aspect of your answer.

Ryan's Answer #1
"In today's digital age where people are looking for results and looking for them now, time is a huge hindrance in providing excellent service to customers and I've personally witnessed timing issues and helped diagnose them for my employers. Most important is setting realistic time expectations with customers that you are able to deliver on every time. In some instances, this has been easily remedied with simple education between departments. In other instances, it has been solved through the creation and implementation of timing policies for customers."
Ryan's Answer #2
"Having consulted now for five years and having worked across many industries, the most common failures in customer service stem from staff that are poorly trained and/or poorly equipped to do their job. Assessing the competency of employees is my first step when consulting a new business and based off my assessments, I can make recommendations for education and training for the staff. Often, general customer service training suffices. At times though, this training needs to be very industry or product specific and I've helped create several specific training programs for employers."
7.
Looking at your resume, it seems there are certain skills necessary for this position that do not stand out. How do you think you will be able to compensate for these missing skills?
Most job descriptions will have a long list of requirements. Hiring managers are aware that, to find a candidate that checks ALL of the boxes, can sometimes be impossible. If you are missing some of the "nice to have" or even the "must have" skills listed in the job description, do not fret! Be open about your shortcomings and discuss with the interviewer how you plan to compensate for those.

Ryan's Answer #1
"nice to have"
Ryan's Answer #2
"I bring full dedication to learning, and mastering, any skills I do not currently have. I will compensate for any lacking skills through additional research. Also, I am happy to take any coursework that you feel would help."
8.
Philosophically, why do you feel that a focused effort on pricing is important to the bottom line of an organization?
Any way that you slice it, an effective pricing strategy is critical to the success of any business that is selling good and services. For this question, your interviewer is looking to hear your personal belief so they can get a sense of how you will really sell their clients when out in the field consulting them. Take time before your interview to think about this answer and be sure to speak both passionately and knowledgeably about your thoughts.

Ryan's Answer
"In my time in the retail pricing world, I've found all too often that retailers are too focused on the strict margins for items when they need to look at the bigger picture. My approach with clients is to take into consideration the whole picture for selling merchandise to increase their bottom line. This can include the impact of lower price on overall sales. Opposite of that, it can include looking at a low volume item that can drive up revenue when very little are sold. As well, I always try to keep a competitive edge when looking at competition."
9.
Do you have experience working with customer contracts or agreements during your career?
SecurCare Self Storage may require their customers to sign contractual agreements for their services and your role with the organization will require you to have working knowledge of the contract and enforcement of them if needed. For this question, your interviewer is looking for you to elaborate on any experience that you do have in working with customer contracts or agreements. If you have direct experience, talk in detail about your ability to learn the contract and any processes necessary surrounding it. If you don't have direct experience, try to do any research you can on SecurCare Self Storage and the contracts they require to be able to speak about working with them on the job.

Ryan's Answer #1
"In my current role, wireless customers are required to sign two year agreements when signing up for new services with my company. As part of my role, I need to know every part of our contract to be able to speak knowledgeably to my customers and answer any questions that they may have. If hired for this role here at SecurCare Self Storage, one of my first goals would be to learn the contracts you use from front to back to be able to do the same with your customers."
Ryan's Answer #2
"Looking to be hired into this role out of college, I don't have direct experience working with customer agreements or contracts. I do know that my ability to learn and effectively speak to the nuances of the contracts that I'd be working with customers one would be vitally important to my role here at SecurCare Self Storage and I'd look forward to becoming an expert on the contract and the process surrounding it. I fully understand that the customers here would rely on that and it is something that I would prioritize if hired here."
10.
When have you contributed to an effort to obtain a corporate goal?
Engaged employees are always the most productive. Assure the interviewer that you are capable of being an involved team member by assisting, in some way, to the end goal of the corporation.

Ryan's Answer #1
"My most recent employer had an extreme interest in giving back to the community. So much so that we, as a group, logged our volunteer hours and it was treated as another KPI. We would review our community contributions on a quarterly basis. Our goal was always to hit a minimum 500 volunteer hours per quarter which meant that everyone would volunteer one day per month. It was a great initiative and one that I happily participated in."
Ryan's Answer #2
"Everyday! The corporate goal is always my primary driver, in my current position. To be successful in my position I need to always be in tune with what my employer is trying to achieve, and be an active participant."
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Behavioral
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