When a new customer is signing the rental agreement, do you offer items that will help him move in, such as boxes and tape? Do you talk about how tenant insurance can safeguard his belongings? When the transaction is complete, do you make it a point to thank him for his business?
These are simple things, ones every operator should do during every customer transaction. But if we don’t regularly remind ourselves that these gestures can make the difference between a happy and unhappy customer (in the case of the latter, maybe one who goes to our competitor), we may find our sales are not climbing as fast as we’d like.
Customer service is an attitude in which you have to truly believe to make it work. You have to live it every day, all day long, and always say thank you. It truly does have a positive impact.
Here are a few customer-service tips that can make a big difference when someone new walks into your premises:
- Display a sign outside welcoming customers to your facility. You can use an A-frame with removable sheets or a display box with a removable front.
- Hang a poster in your office with a cheerful welcoming. If you have an electronic sign, change the welcome message every day.
- Send the customer a postcard after the rental process is complete. A simple “Thank you for renting with us” can serve two purposes: It confirms the address the customer gave you and demonstrates your gratitude.
There are many simple and inexpensive ways to show customers you appreciate them. Take a minute out of your busy life and resolve to find some. The payoffs are great, and you’ll stand out from your competitors as a self-storage manager who really cares. Remember, customer service is an attitude. Live it daily and you’ll have a happier group of family, friends and customers.
Mel Holsinger is president of Professional Self Storage Management LLC, which oversees the operation of more than 40 facilities in Arizona, Colorado and Texas. Holsinger has been in the self-storage industry for more than 25 years. To reach him, call 520.319.2164; e-mail firstname.lastname@example.org; visit www.proselfstorage.com.