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Tips to Help Self-Storage Operators Join and Be Successful in the Twitterverse

By Cheli Rosa Comments

Self-storage operators who are unfamiliar with Twitter might find themselves asking how it can help them grow their business. Many realize Facebook is a useful tool for marketing to today’s consumer, but Twitter is even more valuable in some ways. The following explores Twitter’s relevance to the storage industry and how to take advantage of this growing social media platform.

The Basics: Tweets, Usernames and Hashtags

Twitter is an interesting beast, a quick-moving conversation. Each message, or “tweet,” is limited to 140 characters intended to travel swiftly through the “Twitterverse.” The length limitation forces users to think deliberately about what they want to post.

Due to the short and fast nature of Twitter, you won’t be able to sit on the couch at night and catch up on everything that happened on the platform during the day. Tweets flow rapidly and are just as quickly replaced by new messages. You won’t find a synopsis or timeline like you do on Facebook.

While anyone can read tweets, to post on Twitter, you’ll need a username, or handle. Always preceded by an @ symbol, your username is how you’re identified on the platform. To create one, you can only use uppercase and lowercase letters, numbers and the underscore character. For example, if your name is John Smith, you might choose @johnsmith or @john_smith. (There are many methods for choosing a username. Simply Google “choose Twitter username” for guidance.)

Twitter is well-known for the use of “hashtags.” A hashtag is a word—or a phrase all connected as a single word—with a pound sign (number sign) at the front, for example, #selfstorage, #fashion, #photooftheday and #followme. Hashtags are used to group like ideas, which allows Twitter users to search and find related content. For example, if someone is interested in reading tweets about self-storage, he can simply search on the #selfstorage hashtag and find all connected posts. He can then choose to join a conversation.

If you’re a self-storage operator, a good way to get started on the platform is to read all the #selfstorage posts to see what people are saying about the industry. This will also allow you to see who’s talking about the business, which could be a useful tool for finding potential new tenants (more on this later).

Customer Service

Twitter isn’t just a place to post memes about #MondayMotivation. It’s the social media platform for customer service. Unsatisfied customers go to Twitter to get help when they have an issue with a brand. Many of the larger companies have Twitter profiles specifically to assist with help-related concerns. For example, cable giant Comcast has one Twitter profile for the company in general (@comcast) and another specifically for customer service (@comcastcares). Many studies have shown that the cost of conflict resolution on Twitter is significantly less expensive than using a call center.

It’s imperative for any business to be available to respond to customer concerns on Twitter. If you don’t, the world will see your lack of attention. With the U.S. consumer base now being dominated by Millennials, it’s more important than ever to establish a digital voice.

Twitter is different from Facebook because people can talk about your company without you being a part of the conversation. On Facebook, if someone wants to leave you a bad review or a comment, you must first have a page on which they can post it. With Twitter, people can simply create a hashtag about your company and its poor service, which would be available for any searcher for the foreseeable future.

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