The Feedback Factor: Unleash the Power of Google Reviews to Enhance Your Self-Storage BusinessThe Feedback Factor: Unleash the Power of Google Reviews to Enhance Your Self-Storage Business

In today’s digital-first environment, Google reviews are essential to self-storage operational success. It’s important to gather, monitor and respond to these posts because they impact your business visibility, customer acquisition and long-term credibility in the market. Learn more about why you need an effective strategy and what it should include.

Jim Ross, Founder

January 22, 2025

4 Min Read
A smartphone showing a page of Google Review ratings

In today’s digital age, Google reviews are critical for success in any industry. The world’s most popular search engine impacts business visibility, customer acquisition and long-term credibility in the market. 

In self-storage, it’s fiercely important that operators gather, monitor and respond to online reviews. Why? Think about your own habits as a consumer. While searching for a local product or service online, you’re likely to read Google or Amazon reviews before choosing. The same goes for people who are researching storage options in their area. An abundance of positive evaluations can boost a facility’s chances of being selected, while negative feedback has the opposite effect.

Google data shows that 63% of consumers consider online reviews fundamental in their decision-making process. In self-storage, reviews that comment on a property’s security, cleanliness, customer service and pricing are especially impactful. A facility with strong five-star reviews stands out from competitors.

Additionally, Google confirms that positive reviews improve online visibility and rankings in local search results. A steady stream of positive posts serves as free marketing, helping your self-storage facility reach more customers.

Encouraging Reviews

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Your strategy around Google reviews should begin with encouraging self-storage customers to leave feedback after completing a transaction with you. It might include the following steps:

  • Send each new tenant a follow-up email or text with a direct link that allows them to leave a Google review.

  • Politely ask customers to consider leaving a review during the rental process.

  • While buying reviews is prohibited, you can offer a small token of appreciation to motivate customers, such as a discount on future services or entry into a monthly drawing.

  • Display signage and QR codes around your facility that prompt visitors to scan and review.

  • Include a call-to-action for Google reviews on rental agreements or move-out receipts.

By consistently implementing these tactics, you can build a steady stream of valuable reviews that enhance your facility’s online reputation.

Responding to Reviews

Once your self-storage facility starts receiving Google reviews, it’s crucial to respond to all of them—positive and negative. Replying shows you value customer feedback and helps amplify positive experiences while addressing negative ones.

For positive reviews, keep your response short and personalized, for example, “Thank you for the kind words about our facility, Sarah! We’re so glad your experience was excellent and look forward to working with you again soon.” These simple acknowledgments go a long way with your self-storage customers.

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Negative reviews require a more delicate approach but present an opportunity to address issues transparently and showcase your customer-service principles. Avoid being defensive or making excuses. Instead, provide a resolution-focused, empathetic response. For example, you might write something like:

John, we failed to meet expectations during your rental experience, and we apologize wholeheartedly for the lack of attentiveness from our staff. Customer service is very important to us, so your feedback helps reinforce areas for improvement. We’ve discussed this situation in-depth during our team meetings to prevent anything like it from reoccurring. If you could give us another opportunity, we’re confident we can provide you with the premium experience you deserve.

Maximizing Positive Reviews

Your five-star Google reviews shouldn’t sit idle. They’re powerful marketing tools that should appear on your self-storage website, social media and other brand materials. Feature the top posts on a dedicated “Reviews” or “Testimonials” page to showcase positive feedback about your business and convert website visitors into customers.

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You can also share review snippets on social media platforms like Facebook, Instagram and Twitter. For example, you might post: “We’re blushing! ‘The absolute BEST self-storage facility in town with a team that truly cares about their customers.’ Thanks for the amazing review, Linda!"

If you have a blog or use email campaigns, include hand-picked Google reviews as compelling testimonial content. Hearing directly from satisfied customers builds trust with future self-storage tenants.

Additionally, print and display framed Google reviews in high-traffic areas like your office or front desk. This tangible social proof reinforces your credibility with every visitor.

Monitoring and Managing Your Online Presence

To maximize the impact of your Google-review strategy, consistent monitoring and management of your self-storage facility’s online presence is a must. Here are some tips:

  • Set up Google Alerts for your business name to be notified of new reviews across the web.

  • Flag fake, malicious or policy-violating reviews for potential removal through Google’s business redressal process.

  • Monitor your overall review score and rating fluctuations to address any dips before they escalate.

  • Consider investing in a reputation-management service to track reviews, identify trends and offer guidance.

  • Make it easy for customers to leave honest feedback at every opportunity. The more reviews you accumulate—especially positive ones—the better you can outshine competitors.

In today’s self-storage market, Google reviews are essential to running a successful business. Lean into the importance of acquiring, showcasing and acting on these posts proactively and positively. Doing so enhances your credibility, boosts local search visibility and helps attract new self-storage tenants who are eager for the positive experiences others have shared.

Jim Ross is founder of 3 Mile Storage, a self-storage management and training platform. He’s a frequent speaker at industry events as well as a virtual-summit host, podcaster, author of “3 Mile Storage” and creator of “The Ultimate Self Storage Playbook.” His company offers management solutions for fully automated, unattended facilities. For more information, call 801.381.3298; email [email protected].

About the Author

Jim Ross

Founder, 3 Mile Storage

Jim Ross is founder of 3 Mile Storage, a self-storage management and training platform. He’s a frequent speaker at industry events, virtual-summit host, podcaster, author of “3 Mile Storage” and creator of “The Ultimate Self Storage Playbook.” His company offers fully automated, unattended self-storage management solutions. For more information, call 801.381.3298; email [email protected].

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