In-person Mystery Shops for Self Storage

The outcomes are undeniable! Within just one month, your self-storage facility can experience significant enhancements in customer service, sales, and overall property appeal in the eyes of prospective customers.

SkilCheck’s in-person mystery shopping for self-storage facilities across the nation has become the gold standard within the industry. Because of this, our comprehensive evaluation forms are designed with careful consideration of your specific storage facility’s needs. We take pride in providing fully customized in-person shopping evaluation forms at no additional cost to you. So, let’s embark on this journey to enhance your customer experience together!

What Does an In-Person Self-Storage Mystery Shop Include?

Our mystery shoppers are trained to observe a range of vital aspects during their interactions.  So, here is a small sample of the items they look for:

MEDIA FILES

• Audio File of the Visit: Shoppers are required to audio record their interactions during their in-person visits (with your consent). By listening to these audio files, you are able to assess the quality of service provided, identify areas for improvement, and celebrate successes.
• Photos:  The shopper provides a series of photographs (discreetly) capturing various locations, including the parking lot, the storage property, and the restroom facilities. These images serve to highlight specific areas that may require enhancements or improvements. 

EMPLOYEE FEEDBACK

• A Warm Welcome: Did the employee greet you promptly and with a friendly demeanor, creating an inviting atmosphere from the very start of your visit?
• Appropriate Introduction: Was there a proper introduction from the employee that included asking for the shopper’s name? Because this personal touch can significantly enhance customer rapport, we pay close attention to it.
• Employee Appearance: Was the employee well-groomed and dressed in a professional manner that reflects positively on the company?

PROPERTY FEEDBACK

• Tour Invitation: Before the shopper could ask, did the employee extend an invitation to tour the storage property? A guided tour can showcase the facility’s features and build trust with potential customers.
• Helpful Moving and Storing Tips: Were any practical tips or useful information provided about moving or storing items? This could include advice on how to pack efficiently, what types of storage units might best suit your needs, or any services the facility offers to assist with the moving process.

• Restrooms:  Are the restrooms being kept clean for potential and current tenants to use?  Were the facilities stocked with towels, soap, etc.?
• Emphasis on Security: Did the employee make an effort to communicate the security measures in place at the property, instilling confidence in the safety of your belongings?
• Call to Action: Were you encouraged to sign a rental agreement or secure a storage space during your visit? This proactive approach can effectively convert inquiries into sales.
• Marketing Materials: Were you presented with a business card, brochure, or other marketing materials that provide further information about the facility and its offerings?
• Effort to Earn Your Business: Did you sense that the employee was genuinely interested in earning your business? Indicators of this might include personalized suggestions or attentive responses to your questions.
• Overall Property Condition: What was your impression of the property’s cleanliness and maintenance? A well-kept facility enhances customer perception and trust.

With these thorough evaluations, SkilCheck helps you understand your performance and identify areas for improvement. So, let’s work together to ensure your self-storage facility meets and exceeds customer expectations!