02 Jun 2020
Story by Chris Burnam on Forbes.com
In an increasingly competitive marketplace, it’s not enough to just have the best products — it’s about the customer experience. I’ve explored customer service in the past, but it’s time we holistically examine the entire customer journey.
In the self storage industry, people utilize facilities for a multitude of reasons, but it typically involves a major life change. Whether it be moving to a new city, the loss of a loved one, a change in relationship status or just a change in lifestyle, people use storage as a solution to their problems. In times of transition, it’s imperative that storage companies provide not only a clean space for customers’ belongings but also an experience that makes them feel valued, reassured and satisfied.
Every single touchpoint is an opportunity to make the customer’s life easier, whether it be in-person, online or through a 24/7 call service. Employees have the extraordinary opportunity to make a tumultuous time in someone’s life a little less stressful.
Those who work directly with our customers are some of the most important members of our team. Customer service exemplifies the values and mission of a company and makes the lasting impressions that urge customers to leave reviews, recommend the company to friends, store with the business again or just leave with a smile on their faces.
But what about online? How do you make a lasting impression digitally? It’s all about convenience, transparency and consistency. Our digital presence is an extension of who we are — not a watered-down version.
Self-storage is a saturated market, but you can excel by offering every convenience. Customers can contact us through whichever medium is easiest for them, count on a unit that passes our white glove test and feel secure storing with us.
Ensure every aspect of your business is easy, convenient and memorable. Businesses that can provide a positive experience for customers are the ones that stay competitive.
There’s no excuse for lagging behind in this area. Amazon is not only one of the largest companies in the world, but it’s also primarily online, and yet it’s consistently ranked as one of the best customer service providers.
It is the duty of every member of a business to embody the values that make for a positive customer experience. Focus on what makes your customers loyal to your brand, and don’t rest until you have perfected your practice.
Source: Forbes.com
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