In-Person Customer Service for Self-Storage

When discussing in-person customer service, the focus should be on key areas for improvement:

1. AIM FOR SUCCESS from the beginning and build self-confidence; it reflects in customer interactions.
2. KNOW YOUR PRODUCT.  Customers can sense when you’re unsure or lack knowledge about the product.  Knowing your product well enhances customer trust and satisfaction.
3. COMMUNICATE.  Effective communication is crucial in any customer service role.  Understand that not all customers are alike, but there are commonalities to address. Strive to provide exceptional sales and service to all customers.
4. STAY ORGANIZED.  Stay organized in your office and during sales presentations.
5. KEEP TRAINING.  Continuous training is essential; never stop learning and improving.  Believe that there’s always room for improvement, regardless of your expertise.  Approach skills development like you would in any sport or hobby you love.

Improving in a Competitive Market

I love to sell, which is a positive thing. Currently, we’re facing a very competitive market in self-storage. Supply is abundant, but we lack customer demand. On top of that, the economy is a bit tough right now, leading to more price-sensitive customers.

You may notice that competitors offer discounts or other incentives, so it’s essential to call around and check their websites to understand what others are doing in your market. Knowing your competition is a must.

Additionally, be sure to consider your store’s advantages over competitors. For example, drive-up access can be a significant benefit since customers can avoid elevators with their belongings. Your security features or operating hours may also set you apart.

I recommend keeping this information organized, perhaps in a book, so you can easily reference it. I admire Anne Ballard; she would display all the relevant information about her competitors in her office. This way, her team didn’t have to visit other storage facilities; they could look at the wall to see what competitors were offering and how their prices compared to her stores.

Work on Rapport Building

It’s crucial to maintain a genuine mood when interacting with customers. From the very first call, focus on building rapport. You need to be effective in your communication strategies to develop trust, which can be achieved through active listening and demonstrating empathy towards the customer. Tailor your interactions to meet each customer’s unique needs, ensuring they feel valued and understood.

Avoid a one-sided approach where you provide prices without engaging the customer. Instead, foster a meaningful exchange that allows for give and take. Utilize positive language to create a welcoming environment, encouraging customers to be good neighbors to the staff and each other. Constantly work on building relationships with customers, as this creates a positive atmosphere for everyone involved.

Essential Customer Engagement Skills

Let’s start with active listening. When a customer approaches you for assistance with storage, their opening line might be, “Hey, I need some help storing.” From there, it’s crucial to understand their needs. Engage with them and listen attentively.

I recommend taking notes while they talk and responding with empathy. For instance, if a customer shares a personal story, such as, “My boyfriend told me I have to move out because his new girlfriend is coming,” you could say, “I’m so sorry to hear that. Let me help you with this.” You might add, “You never know, maybe you’ll find a new friend or neighbor here in our storage facility.”

Be the Self-Storage Expert

It’s essential to position yourself as an expert. You want to instill confidence in your customers by demonstrating your experience and expertise in self-storage. This education helps them make informed decisions about storing with you. Additionally, thinking about how you can help solve their problems is essential. Addressing any issues or concerns they raise during the conversation quickly will significantly enhance their satisfaction. By offering solutions and helping them prioritize their needs, you can improve their overall experience by interacting with them.

Get and Stay Organized

Staying organized in your office is key to your success. Make sure that your sales presentation is consistent and prioritizes your customers. Eliminate unnecessary paperwork whenever possible. Sometimes, things can get chaotic, and it can be overwhelming if you’re trying to juggle too much at once. Ensure that all the paperwork needed for customers to sign is ready. Nowadays, much of this is digital, which makes it easier.

Your customer interaction shouldn’t take longer than 20 minutes. This time should include showing them the space or a few different options. Being organized can make this process smooth and efficient. Preparing in advance, such as having your packages ready, will help significantly.

Proficiency in using the computer is also important. Sometimes, I go into a store with a software system that I’m not familiar with, and I struggle to adapt. Even if I have used the system before, it can slow me down. It’s important to remember that even the best-laid plans don’t always go perfectly, but you should always do your best. I’ve even had to pull out a paper lease when I couldn’t access the digital version to show customers what they were interested in.

Listen to the Customer’s Needs

Understanding customer needs is crucial. Having in-depth knowledge of customers and their requirements allows you to tailor your offerings, which maximizes their satisfaction and encourages them to stay longer. One important way to assist customers is by helping them pack and stack. When they organize their items efficiently, utilizing the height of the storage space, they can save money.

From my experience, I would say that about 90% of the storage units I’ve seen in auction status are not making full use of their vertical space. There are exceptions, such as some stores in Hawaii, where space is costly. We sell a lot of boxes there, and when we open auction units, we often find them filled to the ceiling. This illustrates just how valuable maximizing storage can be. Therefore, it’s essential to store items strategically to make the most of the available space.

Go Above and Beyond

It’s essential to consistently exceed customer expectations. Go above and beyond in your service; offer something unique they can’t find elsewhere. Sometimes, that difference can come from the way you interact with them. It truly makes a difference.

For instance, I’ve extended access for customers in the evening if they encountered delays, such as when their truck was filled late. If they reach out for help, I’ve been known to give them an additional hour, even if we’re closing soon. I understand the stress of being on a tight schedule and want to ensure they don’t get locked in. No one wants that!

Learn About Your Storage Facility Features

It’s essential to be knowledgeable about your product, so ensure you are well-informed. If you don’t have all the necessary information, take the time to gather it and keep it handy, whether by the telephone or in several locations around the office. You need to know the width and height of the doors, airways, hallways, and driveways. The height of these spaces is also crucial.

Also, pay attention to gate access. Sometimes customers bring in large items, and it’s crucial to have protocols for that. In climate-controlled buildings, be aware of the temperature range; knowing the high and low temperatures is vital for preserving the condition of the stored items. Occasionally, people try to store inappropriate items, like goats—yes, I dealt with a couple of goats once! Keep all of this in mind to ensure smooth operations.

Your Steps to Success

1. Greeting: Remember to stand up and greet customers when they enter the office. Even if you’re busy, wave to them and say, “Just a minute, I’ll be right with you.” Smile and make eye contact to show them you acknowledge their presence. Sometimes, people might turn away when they’re busy, making customers feel ignored. By waving or acknowledging them, you let them know you’re working on helping them. If you receive a call from the home office, inform the caller by saying, “I’m busy with a customer; can I call you back as soon as they leave?”
2. Inquiring Stage:  Welcome the customer and work on building rapport by engaging in small talk. Ask them how their day is going and talk about their storage needs. Sometimes, customers may share personal stories that explain why they need storage, such as losing a loved one. However, be cautious not to stray too far from the storage topic.
3. Counseling: When showing the space, you want to take potential renters on a property tour. It’s vital to demonstrate the operating system so they know how to use it. Once they rent the space, you can show them how to access the space with their gate code once they rent it. I believe this is essential because I want to ensure the gate code works when someone leaves after renting.
4. Security: You should also point out the security features, which are important to most people. Make sure to demonstrate how to open the space. If you only briefly show how it works, some may miss the instructions or not fully understand them. Always take the time to explain; what seems easy to you might not be clear to them. For example, remind them to correctly position their lock before securing the space.
5. Ask for the Sale:  It’s essential to ask for the sale, so make sure you do so.

Never Stop Training

You know, I believe it’s critical never to stop training. Everyone can benefit from having a coach. Training keeps you motivated and helps maintain a high skill level. While striving for perfection is commendable, it’s important to acknowledge that perfection itself may be unattainable; instead, it’s about making continuous improvements.

Repetitive practice is essential, and you need to receive feedback along the way. This is where SkilCheck comes in. We often conduct assessments without knowing who the person is, but we provide valuable feedback on their phone etiquette or how well they conduct an on-site presentation.

Receiving feedback in this way can significantly improve your skills. Mystery shopping, for example, is an excellent method of training that allows for unbiased feedback. Unlike receiving critiques from a supervisor, which can feel daunting, mystery shopping offers constructive input without the added pressure. Ultimately, it provides you with the insights needed to enhance your performance daily.

Be Exceptional, Not Just Average

Gaining customers’ trust is essential. Building a trustworthy image is a cornerstone of successful customer relationships. You want to establish a reliable and transparent image through the consistency of your service. It’s crucial to ensure that customers feel secure about storing their belongings and confident in who they are storing with.

I’ve visited places where I thought, “I wouldn’t store here.” Sometimes, it was the people at the property who made me uncomfortable. They were overly curious about what was happening, which created an uneasy atmosphere. We need to optimize the customer experience. Remember, you want to be exceptional, not just average; being average won’t get you far.

Strive continually to enhance your customer experience and exceed their expectations. For instance, I admire companies that make a positive impression when customers open their unit and find a coffee mug, small treats, or mints. These inexpensive gestures can leave a lasting impact and make customers feel appreciated.

Additionally, implementing and actively seeking feedback from customers is crucial. This allows you to refine your services and provide excellent customer support. Building long-term customer relationships is vital since many stay with us for years. It’s essential to recognize that it’s not just about what customers have in their storage space, but also about their need for storage solutions when they lack room at home.

When I first interview people, I prioritize those who are friendly and enjoy interacting with customers. Someone who cannot communicate well shouldn’t be in this business. Personalizing every communication is important, and providing excellent service is the foundation for enhancing customer loyalty and driving repeat business.

Encouraging repeat business leads to customers talking about you, which is the most cost-effective advertising. This organic word-of-mouth promotion comes from the quality of service and relationships we build.

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