Positive Customer Service Touchpoints

Recently, I had hip surgery, and I’ve noticed that the medical field is becoming increasingly attuned to customer feedback. I’ve received surveys asking about my experience and whether everything was satisfactory. They seem genuinely concerned about their customer service, not just the procedure and the doctors involved. For instance, my daughter was with me, and the staff frequently asked whether we needed anything, such as water. It’s clear they are realizing that their role extends beyond just providing medical care; it’s also about offering a service.

This reminds me of self-storage services. We may be storing people’s belongings, but it’s still a service we provide.

Customer Connections Count!

We need to focus on making connections. I believe that was a key aspect of my experience at the hospital. They ensured I connected with everyone who had an impact on my care, which I found amazing. This is the first time I’ve had so much interaction, with people consistently asking how I was doing and how things were progressing. There were also surveys and various efforts aimed at improvement. However, we should all consider what we can do better in our respective industries, as I don’t think we ask enough questions in these situations.

I believe many companies are realizing that customers no longer want to be surprised by good customer service; they simply expect it. When it’s lacking, they definitely notice it.

Don’t Forget…Your Customers Have More Options than Ever!

Recently, during a sales call with a new self-storage client, we discussed this very topic. Imagine driving down a street where I can see 10 different places to store my belongings. I care about my possessions, but in my opinion, most of these options are quite similar. Each one is just a box that holds my things and can be locked.

What truly sets a self-storage facility apart is the quality of its customer service. Given the fierce competition in the self-storage industry, exceptional customer service is crucial; it can be the deciding factor for customers.

When customers are choosing a self-storage facility, it’s important to them to go with someone who is friendly and approachable, rather than someone who seems dry or uninterested. If you must interact with the same person frequently, it’s essential to feel a connection with them. After all, if they don’t care about their job or your needs, why would you want to rent from them? If something were to go wrong with your belongings, you want someone who genuinely cares about what happens to them. If you don’t feel a connection, you might as well drive a little further to find a better option.

Ensure Your Customer Service Stands Apart

I was reflecting on how this applies to us. This morning, our accounting department received an email from one of our clients simply because they did something small for her, and they responded promptly. Accounting resolved the issue effectively, and the customer responded immediately, expressing her appreciation. She said, “Oh wow, number one, you got right back to me. And number two, thank you so much for taking care of this.”

It’s interesting how something so simple can have such a strong impact on someone and make a significant difference.

It’s encouraging to see this because it serves as a reminder for us in both our business and personal lives. I appreciate that we still maintain direct contact with our clients rather than relying solely on virtual communication. When they request something to be fixed or worked on, we address it promptly, and as a result, they are happy.

This positive engagement encourages them to return and work with us again. Additionally, they share their experiences with others, whether at a conference or elsewhere. Positive word of mouth is the best marketing we can have. I really love this concept, as it applies to so many aspects of our work and lives.

For Some, This Won’t Happen Overnight

No matter what you pursue in life, if you want to excel at it, you must practice and think critically about it. While you’re engaged in the activity, ask yourself questions like, “Am I doing this correctly?” or “How can I improve?” Often, the only practice you’ll receive, aside from experiences like mystery shopping, comes from answering the phone each time it rings. This is why the checklists we have are so beneficial. Even after many years of answering phones in the storage industry, I still rely on these checklists. I understand the process, but when I get caught up in a conversation, I sometimes lose my focus. Those checklists help me refocus and guide me back to making the sale. Having something to assist you, even when you know the procedure, is truly valuable.

It’s important not to miss opportunities to connect with others, whether by phone or other means. Showing that you’re quick, responsive, kind, and helpful really comes across in your interactions. People can feel that you care about them. We often talk about how well we know our customers. For instance, many of my clients have asked me about how I’m doing after surgery. They genuinely care, and I don’t personally mind that they know about my hip surgery. It’s just part of being real. If we lose that authenticity, we risk losing the compassion that people need in their lives.