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Sounds of Storage Podcast: Susan Haviland Talks Customer Service and Its Impact on Profitability


Sue Haviland***During this informative podcast, Inside Self-Storage Store Manager Tony Jones speaks with Susan Haviland, owner of Haviland Storage Services, about the role good customer service plays in the profitability of self-storage businesses and some of the most common mistakes operators tend to make. They also discuss aspects of employee training and how operators should try to win back lost business due to customer-service issues.


If you're looking for smart ways to bolster your customer-service strategies, don't miss this insightful podcast on making a better connection with customers and eliminating indifference from managers and employees. Listen to what Susan has to say by clicking on the gray button to the left.

Duration: 10 minutes, 18 seconds

To access additional installments in the "Sounds of Storage" series, visit the ISS podcasts page. To get more of Susan’s insight on customer service, you can purchase a video of her seminar “Delivering the Total Service Experience to Self-Storage Customers,” recorded at the 2013 Inside Self-Storage World Expo. It is available in the ISS Store in both on-demand and DVD format.

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