Since its launch in November 2008, Groupon has managed to sell over 7 million online coupons in 70 cities. This has been a pretty impressive feat for a company less than five years old. The company’s success hasn’t gone unnoticed and several competitors have launched since. However, Groupon has stayed true to one basic tenet for staying in the lead – the commitment to excellent customer service. Even if coupons and discounts aren’t a major part of your self storage marketing strategy, there are few things you can learn from Groupon:
Highlight the fine print – By making all terms and conditions for self storage facility’s rentals plain and clear, you’ll minimize the risk of anger and disappointment by customers. If you are offering a unit special, clearly outline how customers can qualify and what criteria are necessary to participate in the special.
Offer a money-back guarantee – While the possibility of dishonest customers might cause you to think twice about this, you can follow Groupon’s philosophy which has served it well. The company believes that its generous approach to refunds builds trust among its honest clientele. This approach has worked since only a small percentage of its customers request a refund. Stipulate a time period, along with restrictions and conditions, during which customers can get a refund if they are not satisfied with the unit.
Institute a rating system – The best advice on areas that need improvement will come from customers who have used your self storage facility. Allow your customers to rate their experience with your business and take feedback seriously when implementing new marketing initiatives.
Transparent and customer service oriented policies can help to distinguish your self storage business from the competition and also create loyal and repeat customers.