The National Sales Center (NSC) for Extra Space Storage Inc., a self-storage real estate investment trust, experienced its highest ever sales performance in July. The NSC not only hit a milestone with a record number of self-storage unit reservations, it set a record for most the reservations made in a single day.
More than 2,000 daily calls were taken at the NSC in July, as summer marks the busiest time of the year for many self-storage operators. More than 12 percent of the calls came from mobile devices, and almost 25 percent came from online customers. The continued growth of these two sales channels has resulted in a 670 percent increase in the number of company sales agents. The NSC began with 10 agents in 2007 and has grown to more than 75 agents today.
During each call, Extra Space strives to ensure every person remains a loyal customer by providing him with professional and courteous assistance in a timely matter, the company said. The NSC has a specially trained team dedicated to assisting customers with making payments, after-hours property access and service concerns.
“At Extra Space Storage, there is an incredible focus on taking care of every single customer,” said Richard Webb, senior director of the NSC. “Every one of our storage locations has a highly trained site manager [for whom] customer service is the No. 1 priority. Our National Sales Center works hard to maintain an exceptionally high standard of service that matches the standard set by each one of our site managers across the country.
“The use of storage is typically driven by a life change and the needs that arise from that change. At the National Sales Center, we work tirelessly to understand the various needs of our customers and to provide the perfect storage solution for their unique situation,” Webb said.
Headquartered in Salt Lake City, Extra Space owns or operates 974 self-storage properties in 35 states; Washington, D.C.; and Puerto Rico. The company’s properties comprise approximately 649,000 units and 71 million square feet of rentable space.