Ask Qualifying Questions

Lets get a show of hands of who loves great customer service. Wait a minute. We cannot see each other raising our hands, but it is safe to say that everyone will have their hands raised. Why do we expect great customer service from everywhere we go, but not always provide it in our self storage facilities? We as consumers have needs that we need fulfilled, as do the people that call us on the phone. Do we always volunteer all the information to the person helping us, or do we just answer whatever questions they ask us. With people on the phone, we have to dig deep sometimes to figure out their needs and then find a way to satisfy those customer service needs.

We all know there are a variety of reasons people are in need of storage. You should provide them great customer service based on their needs not what special you are running at the time. They might be declutering their house, moving from an apartment to a house, storing business documents, etc. It is up to us to determine that and then find a storage solution that would benefit them the best. With someone who is attempting to sell their house within two weeks, would they need information on how they can save money by renting for three to six months? Probably not, but will that same customer like the idea of being prorated for the days they use so they do not have to pay for the full month? Yes. Would the business customer who needs to store business documents like to know how they can save money towards their bottom line if they store for a year? Absolutely. What customer would love the idea of paying one dollar for a week (some companies run a one dollar move in special) so they can transition their belongings from one house to another? There probably is not one person that would not. Your level of customer service is going to mean the world to this customer. The person who can give them the best customer service by satisfying their needs will gain the customers business.

Good customer service is different to many people. What you think a high level of service is not the same as your competitor. It is about what the customer thinks. Take the time to think about the last time you got great customer service. What was so great about it? Why are you thinking about going back? Would you tell your friends about this service you received and why? Those are the questions you should ask yourself in reference to your self storage facility. What makes your facility so much better in terms of customer service than your competitors customer service? What do your customers think about your customer service? Do you know how you can find out? You ask the customer. Their feedback is crucial to your business.

The whole idea of customer service in self storage is to get people to rent and to have repeat business. Let us get out of the mundane one-size fits all strategy, dig deep, discover their true storage needs and find a solution that can work for them. Treat customers like you want to be treated and providing them and excellent experience will flow naturally. If the caller does not want to volunteer information, ask questions that get it out of them. The more information you have, the better you are able to accommodate their needs.

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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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