Customer’s Pet Peeve
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One of my pet peeves is when a company or business bills me incorrectly. I know how much my monthly bills are, so when I see a change in them I look into it to see what’s up. It isn’t very often, if ever, that the gas or electric company messes up. So why is it that my cell phone company is always reliably overcharging me? Little hidden fees and service charges along with ‘forgetting’ to include the people in my network as free calls all become a monthly habit with them.
Self storage should be one of those repetitive monthly bills that don’t change, like a car payment or mortgage. Customers expect their bill to be the same as the previous month. Of course, over time prices are subject to go up. It’s courteous of the to send out letters and put up a notice in the office if there will be any change in price. Typically, the business should do this at least a month or two ahead of time.
In the call center, customers seem very understanding when they know in advance of fees or insurance costs. When they have unexpected expenses is usually when they’re more likely to be frustrated or angry. Keeping your customers informed is the best way to maintain a healthy business relationship with them.
Written by: Sarah Little, TQA Executive and Blog Editor.
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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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