Within any industry, customer service is the number one
priority in business; the customer is always right, but the customer should
always be happy too. There are some steps you can take, as a business owner, to
provide great customer service.
To start with, when you are dealing with a customer, you
need to put yourself in their shoes. Imagine yourself on the other side of the
counter/phone. Do you think your answers are satisfactory for your customer?
Would you accept them? Ask your customer
open ended questions and get to know your customer a little more, that way you
can better assist them in finding a great self storage unit for their needs.
Furthermore, if your customer is a first time renter, be
sure to inform them of the various small things they might not know about such
as using mattress covers because not all rental trucks are clean or offer
advice on packing valuables. They will appreciate these small tips and you are
going beyond the scope of support to help them, which really establishes a
great customer bond.
Additionally, you want to know your competition. Self
Storage is a local based business and you want to know your local competitors
prices, units, unit sizes...etc., that way when a customer comes in, wants to
rent and asks you why your rates are higher than another local self storage
business, you can then explain how your units are of better quality (climate
controlled, better security system..etc.). Doing your research is always great
in any business but especially if you’re running a local self storage business,
you need to know everything about your business and your local competitors.
Also, consider the use of social networking sites. While
many of your customers may not be on Facebook or tumblr frequently, creating
social media profiles for your business not only gets your name out there more,
but it also gets search engines to pick up on these websites, making it more
likely than when someone types in “self storage ojai”, your business profile on
one of these social media sites may show up on the first page. Additionally,
with social media networking sites, you can really give your customers a sense
of who you are, what your company values are, your customer service commitment…
all through an online profile.
Lastly, consider the use of referral programs. Many
facilities offer discounts to first time renters, deals such as paying ahead
for 2 months, get 1 month free…etc. Perhaps
you can try offering a deal such as “If you rent a storage unit for a whole
year and make consistent timely payments, we will clean your storage unit for
you, every 6 months”. These discounts not only are a great way to get new
customers, but they’re a nice way of rewarding your steady clientele as well.
Hope these tips helped!
