Hello! I’m presenting a seminar on "The Importance of Good Customer Relations in an Economically Challenging Time" at the upcoming Inside Self-Storage World Expo in October in Washington DC. I’m looking to feature some great examples and ideas that are being used in the field. What are some things that you do that sets you apart from your competition that helps to add value and convenience, build trust and rapport with customers or is an example of “above and beyond” customer service? Thanks in advance for your participation! Linnea

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Linnea Appleby

Expo Attendees:

This is a don’t miss session. I have heard Linnea speak on many occasions and always leave her talks with plenty of new ideas. Make sure to mark this on your schedule. I promise you will not be disappointed.

MisterJim444

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Learning Never Ends, But Will Time?

I think the bottom line comes down to going above and beyond the "Golden Rule"









And remember the "Golden Rule" I am referring to is not the same one that a lot of owners live by - "He who has the GOLD makes the RULES"

I'm referring to the old one - ya know, do unto others ... and all that stuff.

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Wayne
All American Self Storage
Palmdale, CA.


All arguments can be resolved ... with high explosives and Humor!!!

Well, to keep our tenants here we've had to roll back rate increases. We kindly let our irate customers know that we can make the request to our AM via an email so that they don't have to move out because the rent is now too high. We give them that courtesy to try and usually we get good results. We know with the economy being as bad as it is, we can't afford to lose our loyal tenants over rent increases, but the tenants can't afford the higher rates either because of lay-off's, pay cuts, hour cuts, etc.

Linnea, we're trying something a bit different than normal.

We actually have a waiting list going for smaller sized units, mostly 10x10. We have 10x20 and larger size units open & ready to rent.

Instead of offering deep discounts to unknown tenants off the streets, we are offering an "upsized value meal" concept to our current loyal customers. For the 95 occupied 10x10s we are phoning and offering the large units to them at the current 10x10 rental rate, guaranteed for one year via a lottery.

Of the ones I've contacted so far, they are all interested in moving their items to the larger unit. We then have the opportunity to fill the requests for our 10x10 units and therefore increase our occupancy. Granted we won't garner the full rate on the large units, but we will retain current tenants, plus gain new ones in the 10x10s.

I am presenting it as a 'loyal customer bonus' program, since due to the current economic times, we are limping along as well, and we would much prefer our favorite customers be able to take advantage of the offer as opposed to unknown people renting deeply discounted units.

Our customers are thrilled that we are thinking of them, plus it's been good for the old ego as they are, bar none, praising us for our well-kept, secure property and our charming personalities. It kind of makes me want to call more people, but there are only so many units to go around.

Either way, I think this approach is much better than the neighboring facilities who are offering either a $1 or $19 a month on the 1st months' rent.

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Gina 6k
CochraneStorage dot com
Morgan Hill, California
You only live once, but if you do it right, once is enough!

Very clever, Gina. What will you do with their rates after the first year? Street rate or ????

Bob (Astro)

Hey Bob! The contracts will state the normal rate that will be in effect on month 13. We will do the discount for 12 months. Sooo... the hope is that either they will remain in the larger unit at normal rate which we know some will as they've been considering moving up already. Or that they'll transfer back to a smaller unit, but the hope is that either way we retain them and their business.

In my back pocket is also an offer of one months free rent for their time & trouble to transfer units. I can use this at either the front or the back end of the 12 month discount period on an as-needed basis.

Of course we all know there will be those that will ask us to extend the discount for another month or even a year when the time is up on the discount a year from now.

We'll try this and hope to gain new customers while making loyal customers happy and hope with fingers and toes crossed that it will all work out a year from now.

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Gina 6k
CochraneStorage dot com
Morgan Hill, California
You only live once, but if you do it right, once is enough!

Good morning, Gina. I think that what you doing we may have all done on a once in a while basis, but you plan is pure genius. It solves atleast two problems, and retains customers. Great marketing plan for those large spaces.

Bob (Astro)

Bob, what a nice way to start my day, thank you! May I quote you (just the Genius part) to my better half if need be?
Actually, it was the big guy who suggested we could fix the rates for 12 months during a conversation about our available units over dinner. I wish I could take full credit, but I can't. However, I can take credit for the approach to our customers. Give me something to work with, and I'll put it in a pretty package with a gorgeous bow on top that people can't wait to tear open. We'll see how it all works out within the next week or so, I'll keep you posted along the way. Wish me luck!

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Gina 6k
CochraneStorage dot com
Morgan Hill, California
You only live once, but if you do it right, once is enough!