simple and unexpected

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I heard someone once say that the way to win over a customer is to deliver an unexpected gesture at an unexpected time.

When I hear stories from self storage managers about their “secrets of success”, they often revolve around the same theory. One store manger told me that he also stops to check on people who are moving things into their units just to see if they need anything. It takes him just a few minutes to do it.

The people are very appreciative that he cares to check on them. It builds good will. He also ends up selling additional boxes, tape and packing material this way. And he gets to see if someone is storing something that they shouldn’t be storing. The simple act of walking up to the tenant and saying, “Hi. How’s it going? Is there anything I can do or get for you that would make your move-in go a little smoother?” serves so many purposes.

I know many managers who get up from their seat and come out from behind their counters to greet people who come in the store. This is another simple and unexpected gesture that makes people feel special.

Look at your routines and identify the unexpected and well timed gestures you offer your customers. Then keep doing them. And come up with one or two more.

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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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