In the business of self-storage, reviews and referrals influence consumer decisions significantly. According to an article published on Inc.com, “91% of people regularly or occasionally read online reviews, and 84% trust online reviews as much as a personal recommendation.”
Consider the last restaurant you chose or even the last item you purchased on Amazon. Did customer reviews factor into those decisions? Apply that to the self-storage business. It becomes clear that positive reviews are needed for potential customers to convert to tenants. Let’s look at proven strategies to ask for reviews and succeed.
1. Make it a habit to ask for reviews.
2. Create an automated process to ask for reviews.
3. Ask for a private review first.
4. Make the process simple.
5. Follow up and respond.
Make it a habit to ask for reviews.
If customers regularly visit your storage business in person, be sure to ask for a review in person. Keep a QR code visible with a sign that says “Leave us a review” where customers can easily see and scan it. The QR code will connect to an easy review template on a site like Google, Yelp, or other relevant platform. A 5-star Google review rating makes it easy for potential customers to become tenants. Trust is established from other customers’ positive experiences.
Encourage employees to ask for reviews after positive interactions with customers. A simple question, “Have I answered all your questions today? Would you mind leaving us a review on Google if you’re completely satisfied with our services?” is a great place to start. Most people will say yes and scan the code if you make it easy to do.
Create an automated process to ask for reviews.
Create an automated email system that maintains regular contact with tenants and asks for reviews. Once a tenant signs a lease, the first email would thank them for their business. Include a link to leave a review.
The next step in the automated process is to include links in each email or text message if the customer has opted-in for that type of communication. Each business can create a specific plan to gather reviews. This process should be tailored to the business you have.
Ask for a private review first.
If you are visiting with a tenant in person and providing a customer service, this is a great opportunity to engage the customer in a gentle conversation.
“How did you hear about us?”
“What made you choose our self-storage business?”
“Are you highly satisfied with the customer experience here?”
“Would you be willing to leave a positive review?”
If there’s any hesitation on the part of the customer, or if they aren’t completely satisfied, they will tell you. As the business owner or manager, you can work toward a solution where the customer leaves completely satisfied. You have provided excellent customer service and the customer will likely reciprocate with a positive review.
Make the process simple.
We encourage clients to focus on one platform for collecting reviews. For self-storage, Google reviews are the best platform for your time and attention. You can create a QR code that links to the Google Business Profile where they can leave a review for your self-storage.
The biggest obstacle to collecting reviews is often that the process is too difficult. Consider the steps to writing a review and remove as much difficulty as possible.
Some businesses keep a business card available to give customers asking for reviews with a link or QR code so that they can complete the review later. The best thing you can do is eliminate hurdles to them completing the task.
Follow up and respond.
Once you receive a review, be sure to follow up and respond. Keeping reviews in one or two places makes this process simple. This is an important step to engaging with the customer. When a review is received, your business will receive an email. Click the link to read the review, and reply immediately. Do not wait to reply and forget to do it. Thank the customer for the review and address anything specific brought up in the review. This great article explains how to respond to negative reviews.
Reviews are important to the success of every business. We work with our investors beyond securing the best location for their next self-storage. We also work to ensure their success. We would love to partner with you on your next self-storage location. Call our team of experts today at 904-591-0140.