What Is Good Customer Service to You?
- The matching of their needs to a specific product.
- Availability of the product best fitting their needs.
- All the conveniences provided in the use of a product.
- Fair, friendly, helpful people or systems to help with the selection and purchase of a product or service.
- The purchase process should be simple, fast and organized for the consumer.
- Customers need confidence in the outcome of their purchase. The product and service must meet their stated and unstated needs.
- Problems encountered must be fixed so the consumer sees the value in their purchase.
- Your price must reflect the value you deliver from beginning to end of the customer's experience.
Whom Do You Count on to Provide Customer Service?
Provide Customer Service in Your Storage Business
Operating Features Provide Customer Service
Development Features that Provide Customer Service
- Provide staging areas to unload vehicles prior to moving belongings into a hallway or elevator.
- Be sure these areas are protected from the elements.
- Driveways must be a minimum of 25 feet wide.
- Carts, dollies and hand trucks must be available at all times for customer use. Don't restrict them to office hours.
- Hallways must be at least 5 feet wide.
- Storage unit doors should be as wide and high as possible.
- Lighting must be placed to minimize dark areas in units or outside.
- Restrooms and vending machines must be available during access hours.
Communicating With Customers
Jim Kane is the owner of Meridian Storage in Atlanta. His career began as a CPA in Seattle, where Shurgard became a client of his accounting firm. Eventually, he went to work for the company as its Eastern Region operations. For the past nine years, he has operated and developed storage facilities for his own company in addition to serving as consultant to numerous other owners across the country.