Self Storage

There’s a quote from Maya Angelou that really speaks to the heart of the customer-experience concept: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Self-storage owners spend a lot of time and money in designing their properties, but they often invest very little in finding and training friendly employees and giving the customer a wonderful rental experience. If you know customers are going to be frazzled when they interact with you, your goal should be to make each touchpoint fast, friendly, and simple.

We can answer all these questions for you in a timely and organized way:

Are all my employees following company processes and procedures?
Are all my employees embracing our brand and providing a delightful experience each time a customer contacts us?
Are the investments in process, training, coaching, and compliance guidelines being maximized?
What is the knowledge level of my employees?
Are my brand standards being adhered to across my organization?
Are the estate agents able to adjust and understand/relate to the potential customer?
Are my employees establishing a good rapport with prospective clients?
Are my employees asking for the business, both soft and hard closes?

The self-storage business is extremely unique in that most of your customers are in a state of flux and may be stressed out. It’s said that the process of moving is one of the top 10 stressful situations people experience in their lifetimes. That is why your reputation is key. Reputation is trust and when people are stressed they need to be able to trust you. 

Your branding establishes who you are, what you do, how you are different to your competition, and how you live up to your promises. It is a presentation of your business to the world. The better you can communicate your brand message, the more chances you give people to understand what to expect from you, therefore achieving higher turnover as a result. 

Find out 

If your customers are leaving feeling delighted with the experience they just had.
If your customers are delighted with the storage units they are renting.
How your customer service is being perceived.
How to turn reviews into a competitive advantage.
How to get a customizable and fluid customer survey program.
How to ensure your company name and information is consistent across all the channels.
How to be found everywhere.
How to receive a content-based training program and maximize results.

Have you set clear expectations? Do they love what they do and create great customer experiences? Have they been given the tools and training to perform well? Your employees are the frontline champions of your self-storage company, and that’s a great business outcome for you.

Elite CXS’ Employee Engagement solutions provide you with the tools to know what your employees think about working for your brand, if the customer experience is the focus, and if they believe they have the needed tools and training to perform like champions. We analyze all the received data points and provide you with actionable recommendations that show you how investments in employees will improve the customer experience, reduce costs, increase revenues, and mitigate risk for your brand.

Find out:

If your employees really love coming to work every day.
What your employees think of your process and procedures.
What feedback your employees would recommend for improving customer experience and profitability.
How you can link the impact of employee satisfaction to customer satisfaction, costs (e.g., labor), revenue, and profit.
How to improve your employee retention.
How to measure the effectiveness of employee training.

Competitor analysis is a great tool for positioning yourself to truly understand your market and create value propositions, differentiators, and a marketing strategy that goes above and beyond the competition. 

Elite CXS will help you stay ahead of your competition and deliver a level of customer experience that will delight and create customers for life. 

With our services you can:

Find out how you are stacking up against your competition
Identify the strengths and weaknesses of your competitors
Develop and communicate a distinct market advantage over your competition
Compare what is being said about you to your competition across the web

Websites are the face of your company no matter what you do, the more important it becomes. 

Our digital team knows exactly who your target audience is, what they like and how to get their attention. 

Do you want to:

Have a modern and stylish website?
Have functionality that brings results?
Have continuous maintenance that you never have to think about?
Attract more customers to your website?
Display relevant & engaging content?
Convert more leads to sales?

Great businesses thrive on positive online reviews and word of mouth. When you get a negative review, it can be a deal-breaker for your company. 

Take control of your brand and solve customer issues! 

View all your reviews from 150+ sites in one interactive dashboard. Filter your review feed by rating, time period, or by the source, to identify which areas and sites to focus on. TrueVoice CX sends you new review alerts via email or SMS so you don’t miss a word.

Find out:

How to turn positive customer surveys into reviews on the web.
How you can monitor, manage, and respond to reviews from 100’s of potential sites from one place?
How you can see everything that is being said about you across the web?
How to manage your customer conversations from one place?
What people say about your business?
How to turn reviews into a competitive advantage?