“When a person chooses to call, they’re expecting a human touch,” says Natolie Ochi, vice president of SKS. “In our industry, it’s necessary calls be answered immediately by a live person, positioned to help. Otherwise, we delay our tenants or lose rentals while potential occupants go to the self-storage company on the next webpage.”
According to industry sources, the average value of one self-storage rental ranges between $700 and $1,100. Considering the loss of one missed rental per month, week or even day, many operators are no longer gambling with the hang-ups.
As facilities turn toward customer call centers to assist their managers in renting units, processing payments and serving customers, a new motivation is causing the movement. Improved results are coming from vendors who specialize in self-storage commerce. Facility owners spend sizably to get phones to ring, and while each and every phone call is considered sacred, property owners are no longer putting their managers into predicaments when fielding calls.
With much at stake and little reason to gamble, many operators have found it unreasonable to expect call consistency when managers are constantly multi-tasking. “When the tenant and or future tenants are always getting real-time resolution of their need, new occupancy and a positive impression is most always developed,” Ochi says.
Helping Independent Owners Breathe and Grow
A call center for independent self-storage operators can improve sales and showcase a more impressive corporate image. Remote support will allow you to manage your facility better and grow your business, or simply provide you with some break time while a remote team serves as your full-time, peak-time or after-hours assistant.
From the perfect greeting down to the last detail, call-center agents can be positioned to cover customer conversations with every feature you would like, when many times you can’t. “The answering machine can only record a message that gets returned 10 hours later. Clients and future tenants always appreciate reaching a helpful, live person rather than an answering device,” says Thomas Drake, owner of Secure Storage of Lockport, a 400-unit facility in the Illinois suburb south of Chicago.
Drake's facility has designed a call center to work in a multi-purpose capacity. All calls are routed to the facility during the day and to the call center after hours. Still, daytime calls are scheduled to roll back to the call center following a fourth ring. “The luxury prevents me from interrupting the most important person, the customer in front of me! A customized call center allows me to compete with the big guys,” Drake says.
Affordability, State-of-the-Art Technology and Specialized Labor
For less than $1 per hour, a specialized call center will complete rentals, reservations and credit card payments, and save operators money. Today, affordable technology allows remote, self-storage assistants to work better, faster and cheaper, while offering immediate customer care.