Having a unique selling point can be one of the most valuable ways of attracting new customers and retaining existing ones. This is no different within self-storage. Your self-storage facility can excel in excellent customer service without compromising your self-storage facility's budget. Here are 5 tips to increase customer retention with excellent customer service.
Your staff is the face of your self-storage facility. It's important for self-storage facility managers to make sure their staff is well-trained in communication. When employees can listen, clearly communicate, and handle conflicts, it can help prevent misunderstandings and build customer trust.
Many people like to do things online, so it's a good idea for self-storage facility managers to consider offering online reservations and payments. This can help reduce wait times, make the rental process smoother, and make customers happier overall. Plus, many software options out there won't break the bank and can help make this happen.
Having a clean and well-maintained facility is really important for self-storage facility managers because it shows customers that you care about them and their belongings. By making sure you keep things clean, have good pest control, and stay on top of regular maintenance, you can create a positive experience for your customers. They'll appreciate that you take care of the facility and feel better about storing their belongings with you.
It's crucial for self-storage facility managers to treat customers like individuals, not just a number. By addressing them by their name and offering personalized service, you can make them feel like they're genuinely valued and appreciated. One way to do this is to train your staff to remember details about each customer and their storage needs. When interactions are more personalized, it can make a big difference in how customers view the facility and how likely they are to recommend it to others.
It's imperative for self-storage facility managers to get customer feedback so they know what they're doing well and what they need to improve. Encouraging customers to share their concerns and suggestions shows that you care about their opinion and are committed to making their experience the best it can be. There are a bunch of ways to gather feedback, like using free online survey tools or even setting up a suggestion box. Whatever method you use, make sure you take the feedback seriously and do what you can to address any issues that come up.
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Interview with Copper Storage Management
We spoke with Brett Copper of Copper Storage Management at the 2023 ISS World Expo in Las Vegas.