Vanessa Neal, a StorPlace Self Storage Property Manager, at Rivergate who can be reached at 615-851-2500, came into work one morning to find a family waiting on the door step of the office. They looked tired and bedraggled, like they had been waiting for a while, so she hurried in to see what assistance they needed. They inquired as to prices for boxes and leasing a unit, the smallest we had, they said. It turns out that they had lost their home to fire in the wee hours of the morning. She helped them find a suitable unit and got them leased and back out to their destroyed home where they planned to pack up whatever they could salvage.
Over the next few weeks, She inquired of all my tenants that were vacating or moving in as to whether they had any household items still in good repair that they were planning to donate or dispose of and asked them to bring them into the office. She collected items and the next time the family that had lost their home came in, she was able to provide them with some clothes, kitchen appliances, baby items, and toys for their young boy. It wasn’t much, but their fellow tenants might have given them the moon judging by their response.
This is what separates StorPlace Self Storage apart from our competitors. Listening to our customers and trying to meet their spoken and unspoken needs is the hallmark of our superior service at StorPlace Self Storage.
Some years back, Jan Carlson determined that he would make SKS Airlines in Scandanavia the number one airlines. He determined that the airline had 5 touches with customers, and he determined that every touch had to be positive.
These are the 5 touches:
- Initial inquiry about flights, dates, and times
- Check into the airline
- Flight itself
- Baggage Claim
- Complaint Resolution
The T.A.R.P. Study says that one satisfied customer tells 5 others for a total of 6 who know about the satisfied customer. The dissatisfied customer tells 6 others who in turn tell 11 others for a total of 67 knowing of their dissatisfaction. Therefore, it is important to keep your customers happy in the Self Storage business.
StorPlace Self Storage has identified that there are 5 similar touches with their Self Storage tenants:
- Initial Inquiry
- Experience of Renting Unit
- Complaint Resolution.
StorPlace Self Storage trains and manages their property managers and self storage consultants to meet and exceed their tenants’ expectations.
Certainly, the family whim Vanessa helped will be telling their friends and family and their circle of influence for years to come of the wonderful, kind customer service that they received. In today’s impersonal environment, empathy, concern, and helpfulness go a long way in creating customer loyalty. Customer loyalty is something that every business strives to attain. However, in the end, customer loyalty is not achieved through machines, voice activated prompts, and good locations. While these may play a part, in the end, it is the human to human, person to person, face to face customer contact that makes for strong customer loyalty.