We Don’t Want Your Business

I have finally wised up! Unfortunately, my cable company has not.

I am embarrassed to say that I currently pay more each month for two cell phones than my utilities cost. When I saw the last bill I was exasperated; how could those charges be justified? My husband uses nearly 600 minutes each month making self storage secret shopping calls, keep in mind those are all daytime/ peak minutes. We had to find a better solution.

He checked into some bundling packages offered by various providers in the area. We found a package that would include Direct TV, DSL and a land line for $60 per month. When we looked to see what our current internet/ cable provider had to offer in the way of bundles, they only had good deals for new customers.

Being loyal, and mostly too lazy to go to the trouble to switch all that, we called our current provider and asked them if they had any specials for current customers. This was the representatives reply:

Representative: No, we only care about new customers and that’s why we offer them the good deals. This is why we lose most of our business.

She then cracked a smile; that was her attempt at humoring us. She went on to say: We all tell our managers that we keep losing business and that we need to offer these deals to current customers, but our suggestions fall on deaf ears.

Wow! This is a huge company and they’ve become the victim of their own massive size. Oftentimes, the workers who actually perform the day to day job can give suggestions that would save a company thousands of dollars, or in this case, thousands of customers.

Let the self storage industry take a lesson from them. As our storage corporations and franchises grow, we amass single properties into our company. Let’s not forget the people who live and work at those facilities and the value of their input.

Think about it; you could be headquartered in Georgia. How do you know the local self storage needs of your Odenton, Maryland self storage location? The managers at your facilities are the most valuable resource you have. Listen to them.

Written by Sarah Little, TQA Director

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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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