» Customer Service

Many times when someone rents a it storage unit they may not visit their unit very often as with the caller I spoke with a few days ago. I’ll never forget how frustrated they where to begin with and how the call ended.  They arrive to the storage facility and could get their gate code to work. They thought the store made a mistake. When a customer comes in and uses their gate code, as a property manager, we do not change it at all. We leave the codes alone so the customer can use it again. If we do need to change it, we will make sure we contact the customer. Unfortunately, many customers do for them.

More times than not, It turns out that they had forgotten to simply use the symbols before and after the gate code in order to enter the gate. Although it was written with their code, it wasn’t entered. They felt a bit silly but were extremely happy that they didn’t have to wait until the next day when the store reopened. They are happy now, but they sometimes again need to be reminded of that when they have to access their storage unit after months of it being idle.

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As a property manager we have all kinds of responsibilities to ensure the store runs well. Not many customers know or pretend to know what we do on a daily basis. We try to have a list or responsibilities to do every day and we try not to get behind on our duties. Now of course we do have to also take care of our customers which have the highest priority on our list. In fact I know I would put a stop to anything else I was doing in order to take care of the customer, especially if it is a new renter. This is of course no matter what time of night it is.

A new renter of a storage unit arrived at their unit about 45 minutes before the store closed last night. They had a moving truck fully loaded with movers. The only problem was there was an orange lock on the unit, which meant that we had placed it on their unit. We do that so that no one puts their stuff in a lock when they are not supposed to. Regardless of the explanation, she was so upset. She just bought the unit and wanted to know why the store would place that on her unit, although earlier that day, I did tell her to put a lock on it before she left. It is for the safety and protection of the company and the customer that we lock up each unit that is empty before I leave for the night.

She was happy to know that the property manager was available to assist her in taking it off and that the reason why they had it on the unit was so no one could move their things into the unit accidently. She had plenty of time that night to move her belongings inside the storage space. The customer is our number one priority when it comes to our daily duties, so I am glad that we could make another customer happy.

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