By Drew Case
We have all walked into the auto parts store and looked around for what we needed. Walked aimlessly down the aisles only to eventually head up to the counter to ask them where the “whatever part” is located. They rep then points to the aisle from his stool behind the counter.
Well, in the real world of customer service, that’s about as backwards as you can get if you actually want to sell your products and services. Don’t worry, the counter is usually heavy and will hold itself down. You don’t need to lean on it to keep it in place. It is the only object separating you from the customer, so get out from behind it and sell.
In self storage, customers walk into your showroom and they are surrounded by boxes & moving supplies, locks, security system features and more. They will eventually walk to your counter, so why not greet them as they enter. People generally like to be greeted with a smiling face.
Now begins the opportunity to understand the needs of your customer by having a conversation. If the customer comes in for boxes, consider the boxes already sold. Now sell them some tape and packing material. It is your duty to sell the rest of the facility. If they come in for storage, it’s also you your job to sell the boxes, locks and more after you explain the amazing features of your storage facility. Show them the disc lock, explain its benefit over a standard lock. Explain your security system and then show them how to use it when they rent a unit.
There is so much service you can provide to make the customer experience a good one and also increase your sales. Don’t let the counter kill you!!
Your level of service will leave a mark on your customer. It’s up to you to make it a good one that will lead to referrals and reviews for other new customers. People appreciate good customer service. Help the customer and help yourself grow in service and you will be rewarded by growing your customer base and selling more and filling your storage facility.
Do you want to have a 15 minute call to learn how Storage Authority helps improve the systems, sales, marketing and profits at your existing facility? If you are building from the ground up, let's also review how we help you find land and get your facility designed, approved and built. Please send me an email or call me- no appointment is needed. Drew@StorageAuthority.com or 513-582-0125. You can also click the link below to start your journey today:
Drew Case is a Franchise Director for Storage Authority Franchise. He has 30 years of self storage experience at all levels of management. Drew enjoys teaching and training others the various aspects of a successful self storage location by reinforcing policies, programs and procedures. Catch him at a local car show with one of his several classic hot rods.
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