by Josh Parker
There is no denying that your job as a manager is a juggling act with many balls in the air at any given moment. It is also important to acknowledge that your competition is waiting for you to drop the ball so they can snatch up your customers!
That said, the customer experience (CX) has never been more important. Everything you do as a manager is about elevating the CX both for current and future customers.
What can you do today to make a big impact? What can you do to give them that Ritz Carlton feeling, vs. the Motel 6 down the road?
Here are 5 little actions that have big reactions to elevate the CX:
If you find yourself sitting often, put your desk chair in the manager's unit. Stand up and come around the counter to greet EVERY customer that walks in. Open the door for them if you can get there in time!
I get it- they might be making a payment or have a question that sends you right back around to the computer- but you taking those steps, showing respect by standing up walking over, and greeting them every time makes all the difference. Don’t undervalue eye contact either- it builds customer trust!
Pick It Up
Every piece of trash, cigarette butt, leaves collected in the corner of the parking lot, and spider web on the unit doors and light fixtures- it all makes a difference. When I worked in hospitality in a major medical facility, I always told my team- clean is not clean enough!
The same is true for your facility. Although it may not be as critical as a sterile exam room, cleanliness still makes a tremendous impact on your CX. I can’t tell you how many times I’ve heard customers talk about how impressed they are with how clean our facilities are. EVERY single leaf, cobweb, and candy wrapper makes a difference. So pick it up!
Bring It to Where They Are
Hot day? Customer unloading a moving truck out back? Bring them a cold bottle of water. It won’t take long to walk it back to them, but they sure will appreciate it! The fact of the matter is, no matter how many times you tell customers to stop in for a cold drink from the fridge, most won’t. But that doesn’t mean they won’t appreciate it if you bring one out to them!
Speed It Up
Some things are just time-consuming. However, there are some things we can do to speed up the process! If you know a customer is coming in, have the paperwork ready for when they get there. If they’ve purchased a lock or merchandise over the phone, have it ready for them when they get there.
Use lead to lease! Notes, reservations, leads, the more information you put into lead to lease ahead of time, the faster you can convert the lead to a rental when they get there.
How long does it take you to take a new customer from the front door to a show unit? If it is more than 30 seconds, it is too long.
Remember, customers want quick and easy, but not rushed! Efficiency is what we are after.
Make It Personal
I am not good with names, and I often must apologize for that. However, I try hard to use customers’ names whenever I can- even if I have to ask them to remind me! When a new customer comes in, or even calls on the phone, I write down their name on a scrap piece of paper, clipboard, or notebook. Then in my conversation with them, I try to call them by name a MINIMUM of three times.
Have they shared personal information with you? It can be anything from where they work, to how many kids they have, to their favorite sports team. Try to make a comment about it. If they mention kids, offer for them. If they are wearing a baseball cap, make a comment about the team they are representing! It is your job to make a personal connection with every customer!
Josh Parker is VP of Technology and Development at Storage Authority. A tech guru with a background in large facility operations and team leadership, Josh is passionate about helping individuals and teams achieve success! He can be reached at email@example.com, by phone at (942) 275-1340, and can also often be seen visiting local coffee shops across Central Connecticut.
If you want to learn more about Storage Authority Franchise Opportunities, you can request a call here www.storageauthorityfranchise.com/opportunity4