04 Jan 2021
The self storage landscape has become inundated with choices, it’s no longer enough for facilities to rely on unique selling points or brand strength. Almost more than a unit, a facility must sell an experience. And that experience begins with their relationship to the customer.
The best way to define customer experience (CX) is the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey. Customer Relationship Management (CRM) is the technology lever in business performance that can extend operations by automating many manual tasks thus improving the customer experience.
Integration is the key to creating an experience that leaves your customers feeling like the service was created just for them. An Application Program Interface (API) based approach can synchronize information seamlessly between different systems, like your CRM and facility management software.
Automated communication tools are key to extending and systematizing operations. By focusing on our customer’s experience, we have identified areas where technology can augment our efforts.
Following up with prospects is of the utmost importance. How frustrating would that be to a potential tenant? The bottom line is that people are wanting to spend money and are unable to do so, due to a poor customer experience.
Make it as easy as possible for customers to rent and ensure that no one is forgotten or left behind. By employing tracking phone numbers and an automated follow-up system we ensure every lead is captured and worked to peak efficiency.
Incorporating auto-pay sign-ups into this process helps make strides into automating billing. More auto-pays = consistent and predictable cash flow as well as providing another tenant convenience.
The use of technology allows you to deliver a truly thoughtful and impactful customer experience that will result in raving fans, positive reviews, and an avalanche of new business.
Story provided to Radius+ by Call Potential
