Human Touch in Customer Service

Technology Should Support Customer Service—Not Replace It

As we continue to automate our industry, it’s essential to identify key touchpoints that can enhance customer experience. We should focus on achieving a balance where we can still deliver excellent service, even with fewer staff members on-site. This balance can be particularly challenging when managing operations remotely.

If there is limited interaction with staff at the property, it is crucial that all technology functions effectively. We must also ensure that customers have accessible options for contacting us. It’s important to provide reliable ways for them to reach a person if something goes wrong.

Promote the Value of Having Managers On-Site

I believe that if you have a storage property with on-site managers, this should be emphasized in every phone call with potential customers. It’s important to highlight that you are not a remote location without managers present; someone is available every day during office hours. This personal touch is a significant selling point.

Often, during sales calls, I notice that representatives fail to mention that we have managers on-site. Instead, it might sound like customers are just signing up for a code and will never meet anyone. I think this is a critical oversight in many sales presentations. When listening to various sales conversations, I’ve found myself wondering where the emphasis on having a manager on-site is.

It’s essential that we differentiate ourselves from remote locations. A property with on-site management offers a level of safety and convenience that remote sites cannot match. For instance, having managers available means maintenance issues can be addressed quickly without waiting a day or two to find out there’s a problem, like a malfunctioning gate that prevents access for multiple customers.

Ultimately, having managers on-site enhances both security and the overall customer experience.

Self-Storage Customers Need Reassurance During Stressful Times

Many people coming to a storage facility often feel stressed. So, how appealing is a remote facility when customers are looking for support? For me, having someone there to guide me through the process is reassuring, especially if I’ve never done it before. I wouldn’t know what to bring or what to leave behind.

I’ve visited many storage properties, and I can’t tell you how often I’ve struggled to find a specific unit. Sometimes, the numbers are unclear, or the layout is confusing. I’ve spent a lot of time searching, only to discover that the unit is at the end of a hallway or in an unexpected location. If you had someone available to show the unit, it would make a significant difference.

Human Service Creates Better Reviews

Reviews can reveal a lot about a property. I can only imagine how different the reviews are for remote locations compared to those with excellent management. Sometimes, when you check the reviews, you might come across a place that has no ratings at all. What does that say about the property? You might see just one star and a negative comment. Typically, reviews highlight positive experiences, such as, “Oh my gosh, they were so nice! I had a really bad day, and they went above and beyond to help me, especially when the rates increased.” That’s the human touch we’re talking about, but it won’t happen if there are no managers present.

A Well-Maintained Property Reflects Great Management

It’s not just about running things as cheaply as possible; the goal is to keep your customers’ goods safe while providing them with a good experience. You invest a lot of money to build a facility, so why not take care of it? If you maintain it properly, you can often avoid major issues, except perhaps in cases of severe weather like floods or hurricanes.

Keeping up with maintenance is similar to cleaning your home. When I neglect cleaning for a while, I often wonder, “How did it get so dirty?” It’s not just dust; there’s also clutter. When I conduct audits, I sometimes find obscure corners filled with trash, paper, or debris, like little piles accumulating around the fence. I think, “How long would it take to pick that up?” Just drive by on a golf cart, grab it, and toss it in the trash can.

As a manager, if you don’t take care of these little things, others won’t treat your store with respect either. A cleaner store encourages customers to keep it clean as well. I’ve observed this consistently: managers who are lax about cleaning tend to have stores that look neglected. I often point out trash and other messes, but I’ve learned that even if I’m showing a unit and see a piece of trash nearby, I should pick it up in front of the customer.

Great Managers Get Out of the Office

You want to ensure you’re leading by example, whether you’re the supervisor or the manager. The better you take care of the customers, the better they will take care of you. Some individuals stay in the office all the time and never check on the property or interact with customers. Even if they have a maintenance person to handle these tasks, they often don’t feel the need to step outside.

For instance, I visited one location for an audit, and the manager said she always asked the maintenance man to show the units to potential customers. I asked her why she didn’t do it herself, pointing out that it took him away from his actual tasks. She said he always did that because she didn’t show any units herself. It’s surprising that she was reluctant to leave the office.

That’s precisely why you have a golf cart available for situations like this. Ideally, you should still try to go out there yourself; even if you have difficulty walking long distances, you can provide customers with information about the sizes of the units. It’s crucial to stay on top of everything and not let anything slip through the cracks. The managers are usually the only people on-site responsible for maintaining the property. Sometimes, they have maintenance staff or a crew that can assist, but it’s primarily the managers who need to handle the cleanup and upkeep.

Additionally, the golf cart should be cleaned every day to present a professional image.

Every Customer Interaction Matters

It’s important to maintain good communication to improve the property’s customer service, especially when one person is off work the next day, and the other person may not be aware of what needs to be done. This communication is crucial when transitioning between shifts. Often, we don’t discuss enough how to effectively communicate when one person is unavailable and the next person comes in.

One solution is to keep a list of tasks. You could update your teammate by saying, “Here’s what I accomplished this week; can you please take care of the last three items that I couldn’t finish?” This approach requires some organization and leadership. Someone needs to take the initiative and guide the team by saying, “Let’s do this” or “Let’s take care of that.” In our case, you are the one leading this effort.

The Human Touch Is Still Your Greatest Competitive Advantage

It’s truly exciting to see how technology has revolutionized the self-storage industry! Customers can now easily reserve units, make payments, and access their belongings with just a few clicks. However, amidst all this innovation, one thing remains clear: genuine customer service is irreplaceable. People appreciate having a friendly, knowledgeable person available to address their questions, solve problems, and provide comfort during what can be a challenging time.

Successful self-storage operators recognize that the key to greatness lies not in choosing between technology and personal interaction, but in cleverly combining both. By leveraging technology to enhance efficiency while prioritizing meaningful customer connections, maintaining clean and welcoming facilities, and offering attentive on-site management, you create a memorable experience that resonates with your customers long after they’ve moved their belongings in.

In our increasingly automated world, the personal touch is more valuable than ever, and it can truly set your facility apart from the competition!