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Customer Service That Doesn't Stop With The Rental

  • 14 hours ago
  • 2 min read
A neat, organized self-storage unit viewed through an open rolling door. In the center, there is a distinct pathway between stacks of labeled boxes. On a large box in the foreground, a smartphone is resting with the camera open, and on its screen is a picture of the exact same unit, illustrating the "snap a photo" tip. In the background, furniture is stored upright. The lighting is bright and warm.

by Josh Parker


Of course, the primary energy, time, and focus for any self-storage manager goes to getting as many rentals as possible. It is for this reason that we develop rental scripts, use complex CRM software, follow up automations and personal follow-up schedules, and spend hours and hours practicing with our managers.


However, it fantastic customer service cannot stop there! Every customer experience counts, and can be the difference in getting a referral, a review, or a repeat customer in the future.


While there are dozens of ways you can extend fantastic customer service, I will highlight one here while it is fresh on my mind: Send a newsletter to your past customers.


The newsletter can include current coupons or deals on units, an offer to stop in for 2 free boxes, links to community events or news, your features, customer reviews, storage tips, and more.


Here are a few freebie storage tips you can use in your next newsletters:


Storage Tip: Leave yourself a walkway! Instead of packing your unit wall-to-wall, create a small aisle down the middle so you can reach items in the back without unloading everything. Your future self will thank you.


Storage Tip: Pack by season, not by room. Keep the items you'll need first—holiday decorations, winter gear, or summer toys—closest to the door for quick and easy access.


Storage Tip: Snap a photo before you close the door. A quick picture of your packed storage unit can save you time later when you're trying to remember where you stored something.


Storage Tip: Think vertically! Place sturdy boxes on the bottom and stack lighter ones on top to maximize your space. Using shelving can create even more room while keeping your belongings easy to find.


Storage Tip: Label more than one side of every box. When boxes are stacked, you'll still be able to identify what's inside without moving everything around.


Storage Tip: Store mattresses, couches, and furniture upright whenever possible. You'll free up valuable floor space and make it easier to organize the rest of your belongings.


Do you have customer service that doesn't stop with the rental? If you want to learn more about how you can be an owner of your own self-storage, give me a call. -Josh 203 213 7438 or email josh@storageauthority.com


PS: Buying a self storage and want to learn the weekly steps, to turn around a poorly operated and self storage in 26 weeks? Come join our webinar, July 16.


Don't ​Miss:  How to Turn Your Next Self Storage Purchase Around in 6 Months.

 Weekly specifics to increase your profits by $100K in 6 months.

 

Free 45-minute webinar: 

July 16, 2026, 11 am EST: 

 
 
 
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