radius logo
blog graphic

30 May 2023

5 Tips to Improve the Move-In Experience for Self-Storage Customers


Jack Raistrick

Union Realtime

1. Simplify the Booking Process

An easy and straightforward booking process is the first step towards a great move-in experience. Ensure your website is user-friendly, allowing self-storage customers to view unit sizes, prices, and availability easily. Consider offering online booking and payment options to facilitate a contactless move-in experience.

2. Provide Clear and Detailed Move-In Information

Customers should receive comprehensive move-in information. This includes details about the facility's location, access hours, security measures, and any unique codes or passwords they'll need. Also, explain your facility's policies regarding items that can and can't be stored, insurance requirements, and what happens if payment is missed.

3. Offer Moving Supplies and Equipment

Having moving supplies like boxes, bubble wrap, and packing tape available for purchase can be a significant convenience for your customers. Also, provide equipment such as dollies and carts for free use during move-in. If the units are not on the ground floor, ensure there are spacious, well-maintained elevators available.

4. Ensure Units are Clean and Ready

Make sure each storage unit is thoroughly cleaned before the customer moves in. There's nothing more off-putting than opening the door to a dusty, dirty, or damaged unit. Also, double-check that the lighting in and around the unit works properly and that the door opens and closes smoothly.

5. Provide Excellent Customer Service

This might be the most critical point. Ensure your staff is friendly, helpful, and knowledgeable. They should be ready to answer any questions and deal with any issues promptly and professionally. Consider having staff on hand to help with the move-in process, particularly for first-time self-storage users. After the move-in, follow up with a phone call or email to make sure the customer is satisfied and to answer any additional questions they may have.

By implementing these tips, you can significantly enhance the move-in experience for your self-storage customers, leading to higher customer satisfaction and retention rates.

Other Articles