Self-storage is one of the easiest businesses to own and operate successfully. Sure, at Coastal Storage, we are biased, but we also have up-close, real data on the success of self-storage in our 40 years of working with owners. In self-storage, success depends on a few factors, including location, demand, demographics, security, and amenities. Self-storage is a typical customer service experience in which customers interact with staff to rent a unit, sign a contract (in person if necessary, online if not), and receive the keys. Generally, unless there’s an issue, the customer won’t return to the office unless required.
That makes it essential to interact with customers in a polished, professional, and friendly manner every chance you get. There is one chance to make a first impression here. Make it a good one. As a result, there will always be a need for in-person customer service. Don’t believe us? Check out these recent survey statistics on AI and customer service.
Why AI Cannot Replace Excellent Customer Service in Self-Storage
- 79% of Americans strongly prefer interacting with a human over an AI agent.
- 63% of customers don’t believe AI could ever replace human beings in customer service roles.
- 56% of people have negative feelings about companies using AI as part of their customer experience.
- 84% of consumers believe human agents are more accurate than AI.
- 81% of people believe AI is used primarily to save money, not to improve service.
- 89% believe companies should always offer the option to speak with a human.
- 54% of consumers feel they can confidently identify when they’re interacting with an AI chatbot.
Almost 80% of Americans prefer a human to an AI agent. In fact, most Americans will begin with a chatbot and request a representative before completing their necessary transaction. An AI chatbot can only complete partial tasks using existing information already available. Humans can create solutions to issues using critical thinking skills and access to systems not readily available to computers. In other words, humans can override systems that AI doesn’t have permission to or the capacity to think critically to do.
As a result, owners are wise to focus on simple things like excellent customer service when training staff members and when interacting with customers. Why? Because current and future customers remember when they are treated well. Think of a store where everyone working seems as if they hate their job. Whether it’s true that they hate their job or not, their countenance reflects negatively toward the customer. Most people can recall a store where this is true. Now think of a place where everyone seems to love their job. It is an entirely different experience. The staff members are happy, pleasant, and tell you what a pleasure it is to serve customers. Most people leave happy and look forward to a return visit.
Customer Service Matters
That’s why excellent customer service matters. Here are 5 simple things to implement today to offer excellent customer service and always be closing.
- Always answer the phone.
- Collect contact information to reach out in the future.
- Embrace sales and service as a strategy.
- Assume you’ve gotten the sale.
Always answer the phone.
Self-storage is a customer service business. The only way you can serve customers is to be available. That means you answer the phone, and we recommend answering it by the second ring. Yes, the second ring. It shows availability and eagerness to meet the needs of the customer.
The customer is already calling, so much of their research has already been done. They have placed your business on the short list of options and are making the next point of connection to see if this is a good fit. Answer the phone with a smile, show interest, and collect information.
Collect contact information to reach out in the future.
Too many owners and managers do not collect information at the first point of contact. It can seem too forward to ask for a name and phone number, but it is the best practice and the best way to move the marker to closing the sale.
Use something simple and practical. “May I get a name and phone number in case we get disconnected?”
Most people will say sure and give you their name and number right away.
The next things to ask are what they’re storing, when they’re moving, approximately how long they plan to store items, and if any of the items are climate-sensitive.
These questions are necessary and helpful in guiding them to the correct unit size, and they give you valuable information to meet their needs.
Embrace sales and service as a strategy.
Self-storage is a sales and service business. The service provided is storage for precious belongings. The sales portion is offering everything necessary to make the storage transition smooth, easy, and hassle-free.
- “Will you need any moving boxes, tape, or packing supplies? We have these available in store.”
- “Do you need a moving truck for your items? We have rentals available on your specific date.”
- “This unit size is what you need, and for just a few dollars more, we have this size available, which gives you much more room and flexibility to move, store, and organize.”
Look for ways to solve problems they don’t even realize they have until they begin to pack and move their items. Self-storage owners are the ultimate problem solvers.
Assume you’ve gotten the sale.
The customer needs a storage unit. They have called your business to inquire. Guide the conversation to assume the sale.
“When are you moving in?”
Avoid being arrogant and cocky. Instead, assess the customer’s needs and be confident that XYZ Self-Storage provides the best solution and help them see that.
At Coastal Storage, we know the self-storage business. We assist clients with acquisition, sales, and site development of self-storage businesses in Georgia, Florida, and beyond. We also work with new investors to foster strong management and business success. As the Argus Self-Storage Network Affiliate for Florida and Georgia, we have access to the newest properties available for our clients. Call us today at 904-591-0140 to find your next investment.