Way of Life
Is my list conclusive? Not in the least. I’m sure you can think of many other examples. The moral is this: Customer service is an attitude and a way of life.
When I hear from my customers that our managers provide good customer service, I am always interested in what exactly they mean. The points made above were collected from several current and former customers regarding managers. They outline services self-storage tenants identify as the most helpful, courteous and meaningful.
These services are particularly meaningful because they require personal interaction with renters. In a world that has become less personal via e-mail, voicemail, electronic billing and kiosks, whenever we have the opportunity to provide personal courtesies to customers we should. These moments can be extremely valuable and memorable. Make them all count.
True customer service is a way of developing personal relationships and loyalty with customers. It shows we, as self-storage managers, have a genuine concern for someone’s business, and we are willing to extend ourselves to cultivate a relationship. Don’t forget, the process of storing belongings can be tedious, usually marking a significantly stressful time in people’s lives (a move, downsize of a home, divorce, etc.). If you can provide a positive, friendly, courteous manner for sailing through this tumultuous time, you have succeeded in your role as a manager.
So ask yourself this question today, “Am I being all I can be, and will the people I come in contact with leave with a positive image?” If the answer is “yes,” then you can certainly pat yourself on the back for being a true customer-service manager.
Mel Holsinger is the president of Tucson, Ariz.-based Professional Self Storage Management, which offers self-storage facility management, consulting and development services. He is also a frequent speaker at industry conferences and a regular contributor to Inside Self-Storage. For more information, call 520.319.2164; visit www.proselfstorage.com.