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Take Care of the Customer

Property managers are more than happy to help the everyday storage customer any way they needed it. Not every customer can be helped, but a good property manager will give a valiant effort and do what they can in order to take care of the customer. That is the name of the game, taking care of the customer. If you are in the position of property manager and customers walk out of the store unhappy, you are at fault. There are currently property managers in the self storage industry that will consistently turn away a ready to rent customer. They have to weeded out and terminated. Why though would a manager treat a customer that way?

As a property manager you have to do your best in order to get customers to rent with you. The more people that rent with you, the better you look and people will start to realize how great of a facility you have. The more you help a person the more the word will spread. Some managers will say that it is not a hard task to rent to people. The people walk into their facility and say that they need storage and the manager finds what they need then rents them a space. Some managers are very good about renting spaces to people who walk in their door.

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  • Recent Entry
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    • Laziness Does Not Pay Off
      When you walk into a self storage facility, what do you want to see? Ok this could be a lot of diffe...
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  • Take Care of the Customer
    By joel on May 25, 2012 | 227 Comments227 Comments Comments

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    Property managers are more than happy to help the everyday storage customer any way they needed it. Not every customer can be helped, but a good property manager will give a valiant effort and do what they can in order to take care of the customer. That is the name of the game, taking care of the customer. If you are in the position of property manager and customers walk out of the store unhappy, you are at fault. There are currently property managers in the self storage industry that will consistently turn away a ready to rent customer. They have to weeded out and terminated. Why though would a manager treat a customer that way?

    As a property manager you have to do your best in order to get customers to rent with you. The more people that rent with you, the better you look and people will start to realize how great of a facility you have. The more you help a person the more the word will spread. Some managers will say that it is not a hard task to rent to people. The people walk into their facility and say that they need storage and the manager finds what they need then rents them a space. Some managers are very good about renting spaces to people who walk in their door.

    Many people say that customer service is lost and no one has great customer service any more. That can not be further from the truth. In the self storage industry some property managers say that having great customer service over their competition wins them customers. If you look at other companies some will not take the time to do different things in terms of how they treat the customer. Some places might not even acknowledge the customer just walked in the door. How can you expect to get more people to rent with you if you can’t even say hi as they walk into your establishment?

    Customers pick up on how they are treated in a self storage facility. They just want to be treated the way they feel they deserve. Now there are some companies that decide to take it too far and might go over the top when it comes to their service. They also have the possibility of scaring people off. No customer wants ridiculous service when they just simply want a storage space. We need to make sure that we just are doing as the customer wants and sometimes go above and beyond to ensure they know they are getting taken care of. Property managers make sure that they are fulfilling any promise to the customer. That will get you the most recognition when you follow through with what you told them. Customers will find out about your facility from all kinds of different ways. Now that they found you and they meet you, it’s time to razzle dazzle them. Of course do not be fake and just show them what makes your company stand out over theirs.

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    Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

  • Laziness Does Not Pay Off
    By joel on May 23, 2012 | 163 Comments163 Comments Comments

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    When you walk into a self storage facility, what do you want to see? Ok this could be a lot of different things so let’s be specific. When you walk into a self storage facility what do you expect to see the property manager doing? Some would say cleaning up, doing paperwork, helping other customers or making sure they have an up to date vacancy list. All these would be acceptable answers but what wouldn’t be an acceptable answer is sitting down doing nothing, which some customers walk in and see. A lazy property manager is never a good look for any company.

    Sitting on your bottom does not look like you are ready to help anyone. The manager that is sitting down could be the most well versed manager on the planet but the customer will be automatically turned off if they do not greet them properly. If you are a property manager give the customer the respect they deserve and get out of your chair and greet the customer. They deserve to have your best foot forward. Unfortunately just like in any retail environment there are some people who are just looking to do the bare minimum in order to get by and still get paid.

    Some property managers count on being in an area in which their regional manager or owner does not come by and visit much. They feel that they might be able to do a little less since there is not anyone over their shoulders at all times. Now with that said, it is very hard still to slack off because if you are not renting units, the upper management will still see that, then they could visit more because of that. So the property manager would just be doing their selves a big favor if they just go ahead and do their best in order to help the company out to their best ability.

    No one is saying that being a property manager is an easy job because it is not. They do have a lot of responsibilities. If they are running the facility by their selves then they really have a lot on their plate. No one is saying that it is not ok to relax and sit down a little from time to time, but get up and greet or go meet the customer when they are in view. Just think how much more the customer would appreciate a manager or facility if they came outside to greet them as they pulled up. Then there wouldn’t be that barrier between you and the customer called a desk.

    Laziness never pays off in the self storage industry. This industry is founded by people who were go getters. They would employ people who were similar to them and would do a great job in getting the customer to feel comfortable about renting with them. They would be sitting down on the job regardless of how they felt or if the customer said it was ok. As a property manager you have a small business you are running. It is hard to run when you are sitting down.

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    Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

  • Thing Ahead of the Customer
    By joel on March 11, 2012 | 358 Comments358 Comments Comments

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    Believe it or not, customers know when they are being sold to. Surprise. That is a shock to many different people or maybe its not. It blows the minds of many that think that managers really do not realize that the people that call them know that they are being sold to. If the managers are not thinking that way, then they might be missing more than just that. Property managers should always have the thought process that they have to win the customer away from whomever the customer called before them. That has to be the objective.

    When managers are thinking ahead of the customers they are putting their selves in a good place. They can have different scenarios thought out and planned so they can be prepared to rebuttal if the customer has an issue. The more the manager tries to prepare for what the customer could say the better equipped they are to get the customer to rent with them. The end game for the manager is to get the customer to rent. If you as a manager are not thinking about renting spaces then you are in the wrong profession.

    Property managers need to be a step ahead of the customers but with that said, they also can not put the customer in a weird or awkward place. When a customer tells the manager no, the manager has to be cool, calm and collective. The manager needs to ensure that they know what their next move will be and breathe before responding. If the manager goes on full blown attack mode, that can leave to the customer leaving the store or hanging up the phone. That is not what the manager wants to happen.

    When a customer calls the store or drops in, they are telling you that they want a storage space, but what are you going to do about it? Some managers think that they can just throw a price at the customer and that will win them over. Customers care about more than just the price. They are coming into the facility to check everything out and ensure that it is the place that they want to rent from. They are checking you out as a manager as well. The manager is a big piece of the pie when it comes to the customer. The property manager really can tilt the property in favor of the company if they handle this customer correctly.

    Self storage is not rocket science. As a manager you don’t have to wait for all the stars to align for you to get the customer to rent with you. All you have to do is anticipate any objections they would have with your property. You can find all kinds of different things that the customer will come up with in order to say no. They have already made the first commitment. They are asking you for storage. Now you just have to think ahead of them and come up with some solution for them that the customer does not see.

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    Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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