By Anna Horn
In the competitive business of self-storage, it’s important to provide the highest level of customer service. Competing with large companies when you’re a small fish means you have to ensure all your online presence is in check. Tightening up your online listings is the first portion of this, but committing to the best service possible is going to play the largest part.
High-quality customer service not only means positive feedback on paper or through word-of-mouth, but also online. Providing your customers with all the resources they may need during their time with your facility will certify your validity as a provider. In today’s post we’ll discuss where to put your resources, what those resources should be, and how you can start gathering these pieces.
Hosting Online Resources
Your facility’s website should be the host for these resources, allowing anyone and everyone to find and use this information. If your website is lacking, now’s the time to update it. Some facilities offer the bare minimum, such as contact information. Don’t make this mistake! Use your website to its fullest potential by creating a wealth of resources. Not only will this help create a better customer experience, it will also drive traffic and leads, and position your facility as a front runner in the storage race.
Resources to Provide
Deciding on what resources to post online is your next undertaking. Some pieces may seem obvious, but others not so much. The key in all of this is to be transparent. Give advice and offer solutions to what you might want to know if renting a unit for the first time. Speak the language of your audience and you’ll do well. Below are the resources your site should definitely include along with a few that make up a quality customer experience.
Facility forms. These are a must. If you upload a PDF of all the forms new tenants will need to complete, you’ve already streamlined the rental process. This way they spend less time in your office and more time moving in.
Insurance. Many tenants will wonder how much protection their valuables need. Answer these questions on your site by informing them of their coverage or if there are any additional options for them. This will save them a phone call and your time.
Tax information. If a tenant is moving, he may qualify for certain tax breaks. Provide this information as well as the proper citations for government information. Compiling this won’t take very long, but it can really increase the quality of your website.
Packing tips. Provide guidelines on packing boxes. For example, suggest how to pack up a kitchen or store old books. This can also include packing the storage unit itself. Write about what should go in first, or better yet, make a visual!
Buying supplies. Does your facility offer supplies such as specialty wardrobe boxes? Or perhaps you have a partnership with a store in town selling packing tubs or crates. Mention this on your site along with other suggestions for finding products.
Frequently asked questions (FAQ). Chances are, you’re asked the same questions every time a new tenant moves in. Provide these questions and answers online. A FAQ page will save you time and add quality information to your website.
Creating Resources
Of course, you’ll need to write and compile these resources for your website. Pulling from your own experience will be your main source for content. You’re a storage expert! You can also find information online. Write what you know by providing insight into situations or questions that may not be found through basic searches.
If you’re creating more specialty resources, such as tax write-off help or insurance answers, don’t hesitate to cite sources. Link to government sites explaining the breakdown for writing off storage units as moving expenses. Refer to your insurance carrier’s site, especially if it offers more information. Offering storage-user rights is another way to be transparent while listing resources. Use other online tools like Canva to help you create visual aids, such as what fits in each unit size, or make shareable images from your community events.
Ensure your customers have all the information they might need without having to spend hours doing research online. Curate an area of high-quality resources that will be a one-stop-shop for your customers. If you make their storage stay smooth and provide them with all they might need, there’s no question they’ll become loyal customers.
Anna Horn works writes for NYC Mini Storage, a self-storage facility in the heart of New York City.