Day 89: Customer Service in Self-Storage: It's Different скачать в хорошем качестве

Day 89: Customer Service in Self-Storage: It's Different

Customer service in self-storage is not like other businesses. In Day 89 of the Storage 100 series, Joe Downs explains why storage is a low-touch, transactional business and why being “too nice” can actually hurt your bottom line. Self-storage is different because: • Most operations are automated • Tenants rarely interact with you directly • Enforcement (late fees, lockouts, auctions) is required • Over-servicing can create entitlement, not loyalty Joe breaks down the golden rule of storage operations: Friendly, but firm. You’ll learn what good customer service really looks like in storage: • Clean, well-lit facilities • Quick responsiveness • Easy online payment options • Clear communication about policies • Fast problem resolution And what bad service looks like: • Unreachable management • Dirty or unsafe property • Surprise fees • Rude or dismissive attitudes Joe also covers when to say no: • Repeated late fee waivers • Extending payment deadlines • Living in units • Storing hazardous materials Plus, how proactive communication, like 60-day rate increase notices and automated payment reminders, prevents problems before they start. Prevention is cheaper than damage control. You are running a business, not a charity. Being fair and consistent is the highest form of customer service. Protect your asset. Protect your revenue. Protect your sanity. If you manage storage and struggle with balancing service and enforcement, this episode is required viewing. JOIN THE STORAGE MOGUL COMMUNITY Want to go deeper? Join the free Storage Mogul community at storagemoguls.ai, an AI-powered platform with tools, frameworks, and a network of real operators across self-storage, boat & RV, IOS, pro storage, small bay flex, and parking. Start free and advance at your own pace. 👉 Register now: storagemoguls.ai Subscribe for daily Storage 100 episodes and real-world self storage investing education. #selfstorage #selfstorageinvesting #propertymanagement #storageoperations #commercialrealestate #storage100 #customerservice