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Originally Posted by RandyL
It would allow me to attract a better type of tenant. I find with research I have done in my area that on customer that was from a internet lead as opposed to newspaper or phone book. That the internet customer will pay on time more often, will go into default less. I have found in some areas they generally stay longer but I am not really seeing that.
It would also allow you to perhaps skip having a office, people can pay online, see account info online. You will have less needs of needing someone to take care of that stuff for you. Couple that with a call center and you could run several facilities with minimal needs on office work.
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Quote:
Originally Posted by MisterJim444
Your insights into your internet generated customers on their characteristics versus Yellow Page and newspaper generated customers; better payment history and possible longer length of stay is a very fascinating hypothesis. ... If we could prove the better payment history and increased length of stay characteristics – it would result in greater expenditures on websites and internet marketing.
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Gentlemen,
I agree tracking this demographic makes an interesting thread all by itself. Do you remember the research that was done on offering tenants the option of automatic recurring payments (credit card or ACH)? It yielded a similar result - longer stays and less delinquency.
There is a cultural shift taking place that is centered on the Internet, customer service and self-service. It reminds me of the 90's when you could still find many self-storage facilities that didn't accept credit card payments. As the customers' expectations changed, our industry had to adapt. You have a harder time today finding a store that doesn't accept credit cards.
Now customers are turning to the Internet, kiosks, etc. as they find ways to serve themselves at their convenience. Again, our industry is feeling the effect. Here are two interesting links that aren't specific to self storage but got me thinking.
Where Has All the Help Gone?
http://articles.moneycentral.msn.com...eHelpGone.aspx
The End of Customer Service
http://www.time.com/time/specials/20...721684,00.html
Customer expectation will dictate how your business stays relevant.
So RandyL, if you make the decision for now to stay with a desktop-based tool, make your voice heard regarding the limitations you perceive compared to something that is web-based. My recurring theme throughout this thread is that desktop tools can make use of the Internet as well and you don't have to settle for a lesser solution.