Planning and thinking

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You do have to re-sell your current customers to a certain extent every month, don’t you? Are you actively re-selling the people who moved in last month? Are you even thinking that way? Well, think about this for a second: What would it do to your bottom line if you could increase your average length of stay by just one month? What would that do to your bottom line? What would that do to your occupancy levels? What would that do to your discounting strategies? That’s enormous stuff, isn’t it, if you added an extra month to every one of your tenants? Don’t your tenants think to themselves every month, “Hmm, should I stay or should I go?” Who was it who did that song? The Clash? What a great song for customer service, right? “Should I stay, or should I go now?” Isn’t that what they’re saying to themselves every month? Should they pay? Should they move out? Some of them are thinking, “Should I get a different size unit?”

Do you have a strategy in place to upsize or downsize your current tenants rather than letting them move out? If you see people move a bunch of stuff out of their unit, you can ask, “Hey, do you guys need to get into a smaller unit?” If you see somebody cramming more stuff in their unit you can ask, “Hey, do you guys need to get a little bigger space?” That’s a pretty powerful customer service touch. Many of your customers think you stopped caring about them when they signed the lease and only pay attention to them if they are late on the rent.

The mere fact that you notice them and continue to keep their best interests in mind could easily result in an extra month’s rental. Until that customer sees their storage unit as a part of their household, as an extension of their home, they’re thinking every month, “Should I stay or should I go!”

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