Make the Self-Storage Customer Feel Welcome

Get Your Greeting in Tip-Top Shape!

SkilCheck has evaluated thousands of in-person mystery shops over the years, and we notice trends as they pop up. One of the most frustrating parts of in-person shop evaluations is poor customer greetings.

From the start of a customer interaction, staff should introduce themselves and ask the customer for their name. Often, people will introduce themselves without asking for the customer’s name, which limits the opportunity for a personal connection. Establishing a warm atmosphere right away is crucial; it makes customers feel comfortable. Yet, many staff members don’t get this right. Often, they’ll forget to share their name until the middle of a tour, which defeats the purpose. It’s essential to do it up front.

A greeting should be more than just a generic “How can I help you?” The way someone is greeted can leave a lasting impression. We recently called a new client who had submitted an inquiry, and the moment the phone was answered, I thought I was listening to a professionally recorded greeting because her voice was so welcoming and remarkable. I promptly told her that it was the nicest greeting I had ever heard!  And boy, did that make her day.

Side Note:  Always compliment a customer service agent if you feel they are stellar!

When greeting a customer in person, instead of simply saying, “Welcome.  How can I help you?” you should say, “Hi, I’m Trish. Welcome to Acme Storage!” And, with enthusiasm! Let them know you are excited to have them there and are willing to help. This approach applies to both in-person and phone interactions. Even on calls, staff should state the company name, introduce themselves, and ask how they can help.

These days, when I walk into many places, it’s clear that employees have been instructed to greet customers with a simple “Welcome.” However, often it comes off as half-hearted—just a casual, “Hi, welcome in.” This lack of enthusiasm can significantly affect the customer experience.

Your Self-Storage Sales Presentation Should be Natural

We’ve also noticed that many in-person self-storage sales presentations feel very scripted. It seems like the managers are following a script rather than speaking naturally, which is essential in sales.

You need to be friendly and approachable while still maintaining professionalism. It’s essential to make clients feel welcome, rather than leaving them feeling on the outside. While the goal is to sell them a space, it can’t just be about rattling off facts and figures. If you’re reading from a script, they won’t pay much attention.

You should try to be as natural as possible with your sales presentation. There’s even a question on the in-person mystery shop feedback form asking whether the shopper felt the presentation was scripted, and many shoppers respond that it didn’t feel genuine.

This is crucial feedback from the mystery shopper because, while selling a space is the objective, there are effective ways to do it. I’ve listened to several managers, and it sometimes feels robotic.

Some Managers Have Natural Charisma

Those with natural charisma stand out in their presentations, whereas those who are less comfortable often struggle. It’s a difficult skill to practice if there aren’t many customers walking into your store. That’s why in-person mystery shopping is so valuable for companies. It not only helps assess performance but also provides employees with the opportunity to practice. This way, when the real situation arises, they’ll be experts!

For instance, we have one of our superstar award winners, Adriana.  She delivers 100% every time. You can recognize that she has a rhythm; you often hear the same presentation.  But she executes it so well every time! She consistently makes the self-storage sales presentation feel very natural.  She presents herself authentically and genuinely. I think her personality really shines through. You can tell she truly enjoys helping people.

Slow Down and Help the Customer

I’ve noticed that many customers feel rushed during their interactions. It seems like employees could benefit from being more personable. That’s the number one issue. It starts with a proper greeting, making the customer feel valued rather than like an inconvenience.

We’ve encountered issues when shoppers arrive close to lunchtime, and employees mention they’re about to take a break and can only assist briefly. They shouldn’t say that. When they express that they’re rushed, it creates an uncomfortable experience for the customers.  You should never project that stress onto the customer. It’s essential to avoid making them feel frazzled or like they’re an inconvenience. Management should ensure they address this unique situation with their managers.

A client recently mentioned having several shops completed around lunchtime, and she stated that they are very strict about employees taking their breaks at specific times. I told her that we will take note of that and ensure that no shoppers are scheduled within an hour before or after lunch. She seemed relieved by that response. We try to be flexible to accommodate everyone.

Remember, a Bit of Enthusiasm Can Go a Long Way!

Creating a positive customer experience begins with a warm and genuine greeting. By encouraging staff to introduce themselves and actively engage with customers, we foster a welcoming atmosphere that makes individuals feel valued and important. It’s essential to emphasize authenticity over scripting; this natural interaction builds trust and enhances the overall experience. As we strive to improve our service, let’s remember that a bit of enthusiasm can go a long way in ensuring customers leave feeling appreciated and eager to return. Prioritizing these interactions not only elevates your reputation but also drives sustained success in your business.