Excellent customer service is the backbone of any business – large or small. In the self storage industry, giving a personal touch and connecting with customers is of the utmost importance. Providing good customer service can sometimes help undecided persons choose your business over the competition or convince your current customers to renew their existing contracts. Here are a few tips to help you and your self storage employees excel at customer service:
Answer and return calls promptly – There is nothing more frustrating than calling a company several times and not getting a response. Smaller self storage companies might not have a 24-hour call center or enough staff to answer each and every phone call. However, you should still aim to respond to inquiries in a timely manner. Follow up on every voicemail received and apologize, if necessary, for the fact that the customer was unable to reach one of your employees on the first try.
Send thank you cards and renewal reminders – Sending a thank your card can give a personal touch and help your customers to feel appreciated. For those customers who are on some form of long-term commitment, send a friendly reminder when the end of the contract is near and offer a discount for renewal.
Implement an evaluation system – Customer feedback is the best way to understand what areas of customer service you need to improve. Ask customers to provide anonymous feedback about your employees and self storage business. Take all criticism and praise seriously and try to work on the areas that need the most improvement.
Train employees in best practices – Advise employees to greet every single customer with a smile. Put the most experienced and knowledgeable employees in charge of interacting with customers. Bi-monthly training customer service training sessions would also be helpful to ensure that everyone has customer satisfaction as their number one goal.
Setting and maintaining high customer service standards is not an expensive undertaking. All it takes it a little time and sufficient interest from your employees when it comes to dealing with customers and resolving complaints.
Recipe for Excellent Customer Service