Customer Service in Self Storage

I want to make comments in this self storage blog on taking ownership. Customers already have their preconceived ideas about the customer service industry. The number one reason people do not buy the product again or come back in retail is because of the way they were treated or the problems went unresolved.

In the self storage industry, retention is a big part of sales. If customer feels like their needs are not being met, they will go in search of another storage facility. Customers already expect to have a bad experience whether they are dealing with managers their onsite or a call center. It is our job to exceed their expectations. There is nothing wrong with not knowing the answer to a question. Make sure that you do everything possible to find the answer to their problem. If you can’t do it right then, make sure you call them back and research their issue. When dealing with customers, try to avoid negative statements like “I think,” “I can’t,” I don’t know,” or “I guess.” You can use statements such as, “I can take care of that for you” or “The best thing I can do for you is.” These statements let the customer know that you are going to offer them a solution to their problem. With all of the selections in storage that the customers have, it’s our job to provide an unmatched value in service and selection.