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26 Jun 2023

Best Customer Experience: Online and In-person


Mason Shaw

American Storage South & KISS Solutions

First impressions are everything, especially when choosing self-storage. Within our industry there are two opportunities to put your best foot forward in impressing potential renters, the first being your online presence and the second being the intentional design of the facility.

As our asset class moves through the newest era of remodeling and leaning toward technological advancements and solutions for the customer experience, operators must be thinking of how to outfit their facility, virtually and physically, to attract new rentals and ensure the continued business of current tenants.

Key points to make sure are included in your online profile incorporate:

  1. Responsive Mobile Websites
  2. Online Rentals
  3. Mobile Applications available for Apple and Samsung
  4. Up-to-date pictures of the facility
  5. Easy user flow

While each of these online components plays a significant role in whether or not the potential renter chooses to move forward with a move-in, the true physicality of the facility is another major contender in what influences the sale.

When fresh eyes come to your self-storage facility, what is the first thing they see? Is it signage? Do they see access control? Is a front office space available? Are cameras outfitted with clear views of the parking lots, gates, doors, and entryways? What does the inside of the facility look like? Is there functional and appropriate lighting and flooring?

A lot goes into making sure that the user experience promotes a clean, safe, and secure site, and utilizing technology and automation is a great way to enhance these feelings of security in the consumer. By outfitting a facility with smart cameras, managers are able to keep a real-time pulse on multiple facilities from the convenience of a singular remote location. Additionally, tenants are guaranteed the safety and security of their belongings. Furthermore, incorporating remote management allows for tenants to interact with live managers during business hours and keep the personal familiarity of the rental process alive and strong through two-way video interactions. For after-hours and holidays, tenants can auto-attendants to go through a favorable move-in process void of distractions that websites may support.

Each of these experiences, while centered around a virtual experience, includes hardware components that contribute to the overall appearance and aesthetic of the facility. Owners and operators who are intentional in this design setup ultimately allow for the consumers to have a unique experience, outside of online sales, with a specific brand.

When buying or renovating self-storage in today’s market, it is essential that these aesthetic choices are not made lightly. The growth of our asset class has skyrocketed the number of competitors in a given marketplace and making sure that a facility stands out amongst its counterparts is the ultimate decision-maker in conversions.

Mason Shaw is the Operations Manager for American Storage South, which owns facilities in the surrounding Charlotte area. In addition, she is the Product and Sales Manager for KISS Solutions. A software solutions company she helped co-found with Robert Kapp, Owner of American Storage South. KISS Solutions offers automation and technology platforms to help run the daily operations of self-storage facilities. For more information about KISS Solutions, email team@kisssolutionsusa.com . To reach out to Mason, email her at mason@kisssolutionsusa.com

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