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Aspire to Provide Better Self-Storage Customer Service

As a self-storage operator, you have the opportunity to offer exceptional customer service every day. But let’s be honest, it’s not always easy. If you aspire to offer the kind of customer service people remember, but these skills don’t come naturally to you, there are steps you can take to improve them.

Amy Campbell

February 19, 2015

2 Min Read
Aspire to Provide Better Self-Storage Customer Service

By Amy Campbell  

Earlier this week I was having trouble playing back a few TV shows recorded on my DVR. When I called my cable provider, I had to navigate through the usual automated-response system before I reached a live person. Being on hold tests everyone’s patience, mine included. Fortunately, it was a short wait time before I was connected to a person. And while I expected the person on the other end of the line to be courteous and helpful, she was even better. Her customer-service skills were amazing.

She listened to me as I relayed the problem, repeated back the information, and then asked a few questions to gather more info. Then she went to work to solve my problem. In the end, she was unable to fix the issue on her end and had to put in a work order, but I didn’t feel angry or disappointed after the call. Rather, I felt she genuinely tried her best and actually seemed dismayed that she couldn’t help me.

As a self-storage operator, you have the opportunity to offer exceptional customer service every day. But let’s be honest, it’s not always easy. Maybe it’s been a busy day or you have a headache. Perhaps a challenging customer is pushing your buttons, making it nearly impossible to focus on being nice.

I recently came across this article touting the “Ten Commandments of Great Customer Service.” Not surprising, being a good listener is near the top of the list. Other points include “make customers feel important and appreciated,” “give more than expected” and “know how to apologize.” This is one of the hardest skills to master, but an important one.

Providing great customer service comes naturally to some, but many have to work at it. Just think about the dozens of interactions you have every week in the grocery store, at restaurants or in any other service situation. Sure, most of the people you come across will be polite, but how many really provide exceptional service?

If you aspire to offer the kind of customer service people remember, but these skills don’t come naturally to you, there are steps you can take to improve them. Check out this article on six keys to improving customer service. There are also many articles and blogs on the ISS Customer Service pages that can guide you in upping your game. Finally, take a cue from those in the trenches—your fellow self-storage operators. There are dozens of threads on Self-Storage Talk, the industry’s biggest online community, that explore customer service as well as handling problems or angry tenants in aplomb.

What’s your secret to providing the best customer service? Share your tips below or on Self-Storage Talk.

About the Author(s)

Amy Campbell

Editor, Inside Self Storage

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