In the competitive self-storage marketplace, customer service often makes the difference between a facility that thrives or struggles. Often, how a manager interacts with customers will cause them to overlook price and opt for the place with the friendliest and most professional attitude. That's why customer-service expert Anne Ballard joined host John Carlisle for the latest installment of the Sounds of Storage podcast series.

On the podcast, Anne, aka The Hat Lady, the founder and president of Universal Management Co., shares tips about how to wow customers and keep them coming back, with or without discounts. She discusses the common traits of strong, customer-minded managers and demonstrates how managers should treat price-minded customers who are on the fence about renting.

Duration: 11 minutes, 10 seconds