Technology & Customer Service
The world’s communication techniques are rapidly evolving due to fast-moving technology and as such the way self storage facilities relate to customers is also changing.
In fact, the way self storage facilities engage with their local municipality, competitors and the online community at large is experiencing a major overhaul. As we find our fee in this ever-changing environment fuelled by technology that seems to change more quickly than it can be mastered, it is vital to accomplish a balance between good old customer service and the inevitable automated experience that accompanies this new technology. A savvy computer program will not bring a cup of tea to an elderly customer, and yet, to that particular customer the cup of tea is a gesture that will be remembered. While technology has its many merits, it is still our job to achieve harmony to create a favourable and memorable experience for our customers.
Keeping up with technology
While we are busy keeping up with technology, creating websites, using the cloud, updating Facebook profiles, publicising promotions – we need to be mindful that our customer service remains consistent with, and equivalent to the technology we are employing. Consistency is critical. For example, there is little point in sending out an email saying ‘come in and speak to our super friendly staff about our Super September promotion’ when in fact, customers who do come in are met with a decidedly unfriendly (and slightly surly) staff member, who unfortunately knows little to nothing of the Super September promotion…definitely not consistent.
Talk to the customer as if they are in the store with you, which is exactly what you would do in person. Websites where possible, should not replace the human element and should encourage feedback and two-way communication. Websites when created appropriately, can easily entice customers to store with you using brightly coloured pictures and meticulously landscaped gardens. Consequently it is important to back this up in person. When your potential customers make a site visit they will expect to see a clean environment, maintained storage units and a respectable reception office as depicted on your website. Basically whatever they have seen on your website is what they will expect to see when they make an unannounced visit.
Infinite possibilities for communication
Technology has definitely changed the manner in which we communicate with self storage customers, and in turn, how we provide customer service. In the past customers were called on a landline, sent a letter, or you waited until they dropped by the site in person to communication with them. In today’s setting you have more options to contact and communicate with your customer. They range from emails, texts, telephone calls, on-site visits, IM, your website, Facebook and a long list of other social media alternatives.
How many of these mediums are successful for self storage? Not all of them, that’s for sure. In your process to trial these and work out what’s best for you, you can get a bit creative. Have you had a customer who is not paying their bill? Try looking for them on Facebook. Do you have a customer who has moved away temporarily that you need to discuss something with? Why not arrange to Skype with them?
Do you want to make better use of your social media profile? Use it to announce promotions, moving tips, renovations or photos – then send an email to customers asking them to check out your site and follow you. Photos of employees going about their business, merchandise on your shelves, the family dog, the staff picnic – these are all things that give people an inside look and are a clever bridge to building rapport. People tend to do business with companies they feel comfortable with and creating an online relationship helps facilitate that relationship. Give some thought to which posts or websites have caught your attention and ask yourself why? Consider creating a competition online to see how many views you get and make a big deal about promotion of the winner and the prize. Above all, don’t be afraid to try something! If it doesn’t prove successful try something else until you find something that works for you.
In this instance, technology alone doesn’t do all the hard work, it’s just a tool for you to improve your customer service and your interaction with your customers.