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22 May 2023

5 Customer Retention Strategies for Your Self-Storage Business


Jack Raistrick

Union Realtime

Keeping loyal customers at your self-storage business can sometimes feel like an uphill battle. In an environment where competition is on the rise and everyone's on the hunt for the best bargain, holding onto your customers might appear daunting. But, believe it or not, there are plenty of budget-friendly strategies to ensure your customers keep coming back. Let's delve into some valuable tips to help you maintain customer retention.

1. Personalize Your Service

Adding a personal touch to your service can do wonders for customer retention. It's about paying attention to those little details that make each of your customers unique. What are their preferences? Do they prefer a certain size or location for their unit? Do they have any special requests or concerns?

Take the time to familiarize yourself with each customer's individual needs and preferences. It might seem small, but anticipating what they need before they even ask for it shows that you're genuinely attentive and care about their personalized service.

Imagine walking into a place where people remember your name, your preferences, and go out of their way to cater to your needs. Feels nice, right? That's exactly how your customers should feel when interacting with your self-storage business.

When your customers feel seen, recognized, and valued, they develop a sense of loyalty to your business. This doesn't just mean they're more likely to stick around – they'll also be more likely to recommend your services to friends and family. And as we all know, word-of-mouth can be the best kind of advertising.

2. Maintain Regular Communication

Open and frequent communication is key to building solid and lasting relationships with your customers. Think of it this way, nobody likes being left in the dark, especially when it comes to changes that could affect them directly. So, it's crucial to keep your customers in the loop regarding any changes in pricing or policies at your self-storage business. Got a special offer coming up? Let them be the first to know!

The mediums of communication you use can be just as important as the message itself. Newsletters, for example, are a great way to provide updates and share news about your business. Emails, too, can be an effective tool, allowing you to send tailored messages to your customers about things they specifically might be interested in.

SMS messaging is another fantastic way to keep your customers connected. It's quick, direct, and allows you to reach out to your customers no matter where they are.

Remember, it's not just about informing your customers; it's about engaging with them. By maintaining regular, meaningful communication, you're showing them that they're a valued part of your business. And when customers feel valued, they're more likely to stick around. So, keep those lines of communication open and watch your customer retention rates soar.

3. Offer A Loyalty Program

Let's face it, who doesn't love a good deal? And what better way to show your appreciation for your long-standing customers than by rewarding their loyalty? Offering a loyalty program is a fantastic way to give back to your customers while incentivizing them to continue doing business with you.

Think about the rewards or discounts that would be most meaningful to your customers. Perhaps it's a discount on their monthly rent after they've been with you for a certain period. Or, it could be something a little extra, like free additional services - whether that's a complimentary moving truck rental, a few free boxes for packing, or even a couple of hours of free professional moving assistance.

The key here is to make your customers feel their continued patronage is recognized and valued. When your customers see that sticking around has its perks, they're likely to stay, and they might even spread the word about your great service to others.

Remember, a loyalty program is more than just a series of discounts and rewards. It reflects your commitment to your customers and is a clear signal that you're willing to go the extra mile to make their experience with your self-storage business even better. So, go on, get creative, and let your customers know just how much they mean to you!

4. Provide Excellent Customer Service

We all know that good customer service can make or break a business. But it's even more important in an industry like self-storage, where customers entrust you with their prized possessions. Making sure that every interaction your customer has with your facility is smooth and hassle-free is vital for maintaining their trust and loyalty.

Start with your team – they are the front line of your business and the face of your customer service. Ensuring they're well-trained in handling customer inquiries and problems is crucial. But don't just stop at training – encourage them to put themselves in the customer's shoes, to empathize, to understand. A team that truly cares will always deliver better service.

Promptness is another essential aspect of excellent customer service. Nobody likes to wait, especially when they have a problem or a question. A quick response shows your customers that you respect their time and are there to support them when they need it.

The goal here is simple: make your customer's experience with your business as effortless as possible. When they see how easy and pleasant it is to deal with your self-storage business, they're not just going to stick around - they'll tell their friends about it, too. And there's no better marketing than the good word of a satisfied customer. So remember, always aim for excellence in your excellent customer service. Your customers will thank you for it!

5. Ask For Feedback And Act On It

Listening to your customers is an invaluable way to grow and improve your self-storage business. But it's not just about asking for customer feedback – it's about showing your customers that their voice matters by taking action based on what they tell you.

Make it a habit to actively seek feedback from your customers. You can do this through surveys, suggestion boxes, or simply by asking them during conversations. When your customers feel their opinions are valued, they feel more connected to your business.

But here's the important part: when you get customer feedback, do something about it. If a customer suggests improvement, take it seriously. If it could truly enhance your service, why not implement it? If a customer raises a concern, address it promptly and effectively.

When customers see that their feedback results in real, tangible changes, they'll feel a sense of ownership and connection to your business, it shows them that you're not just in it to make a profit but genuinely committed to providing them with the best self-storage experience possible.

And remember, when customers feel heard and valued, they're more likely to stay loyal to your business. So, keep your ears open and your actions ready – your customers, and your business, will benefit from it.

In the end, customer retention in the self-storage business isn't about grand gestures or expensive gimmicks. It's about the consistent, meaningful steps you take to make their experience with your business positive, seamless, and memorable. By personalizing your service, maintaining open lines of communication, implementing a loyalty program, delivering excellent customer service, and truly valuing customer feedback, you're not just keeping your customers—you're building a community. Remember, the customer's journey doesn't end once they've signed the lease—it's an ongoing relationship that requires care, attention, and a genuine commitment to their needs and satisfaction. When you manage to create this level of connection with your customers, you're doing more than retaining business—you're creating loyal advocates for your brand. And that, ultimately, is the key to long-term success in the self-storage industry.

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