One Size Does Not Fit All

Let’s get a show of hands, who loves great customer service. Wait a minute. We cannot see each other raising our hands, but I expect everyone to have their hands raised. Why do we expect great service from everywhere we go, but not always provide it in our self storage facilities? We as consumers have needs that we need fulfilled, as do the people that call us on the phone. Do we always volunteer all the information to the person helping us, or do we just answer whatever questions they ask us. With people on the phone, we have to dig deep sometimes to figure out their needs and then find a way to satisfy those needs.

We all know there are a variety of reasons why people are in need of storage. They might be de-cluttering their house, moving from an apartment to a house, storing business documents, etc. It is up to us to determine that and then find a storage solution that would benefit them the best. With someone who is attempting to sell their house within two weeks, need information on how they can save money by renting for three to six months. Probably not, but will that same customer like the idea of being prorated for the days they use so they don’t have to pay for the full month? Yes. Would the business customer who needs to store business documents like to know how they can save money towards their bottom line if they store for a year? Absolutely. What customer would love the idea of paying one dollar for a week (some companies run a one-dollar move in special) so they can transition their belongings from one house to another? I do not know of one person, or business, that would not.

The whole idea of customer service in self storage is to get people to rent and to have repeat business. Let us get out of the mundane one-size fits all strategy, dig deep, discover their true storage needs and find a solution that can work for them. Treat customers like you want to be treated and provide them an excellent. If the caller does not want to volunteer information, ask questions that get it out of them. The more information you have, the better you are able to accommodate their needs.

Joel Little, Experienced Manager.

Thanks for reading our property management blog. Self storage and property management go hand in hand.

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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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