When running a storage facility, attracting customers is just step one of the mission—and that initial investment can be significant. Many facility owners spend between $5,000 and $10,000 on marketing efforts like PPC, SEO, website management, and social media, with costs climbing even higher for larger facilities.
With so much effort poured into getting new renters, it’s crucial to provide an experience that keeps them around for the long haul.
In a competitive and growing market, the real challenge is offering a seamless experience that builds loyalty. A powerful way to do this is by educating and supporting your customers before, during, and even after their rental timeline with you. By providing them with the right information at the right time, you’ll not only reduce risks to their stored items but also improve customer satisfaction, avoid common issues, and build stronger relationships.
Guiding Your Customers From Start to Finish
Finding the Right Storage Unit
Every renter is different, with unique situations and items they need to store. And choosing the right type of storage unit is a key area where customers are looking for guidance. Many renters don’t realize the importance of selecting a unit that suits their specific needs. For example, a customer storing more delicate or sensitive items should consider climate-controlled units, while someone storing large furniture might prefer ground-level, drive-up access units.
Method 1: Learn More About Your Potential Renter
You have the opportunity to establish your business as a thought leader here and ask your prospect customers questions, learn more about their ideal storage plans, and help them commit to a unit that can meet them so they feel confident they made the right choice.
Encourage them to evaluate their needs now and think about what their needs could be in the future. Offer advice based on the type of items they have and the types of units in your facility. Providing this level of support will make your customers feel cared for and reduce the likelihood of them needing to switch units after move-in.
Method 2: Create a Unit Guide
Providing a simple, easy-to-follow guide on the different types of storage units available at your facility can make a significant difference in your customers’ decision-making process. New renters might not be familiar with the variety of options and sizes and which are suitable for their items now and even future items.
By offering a guide, whether it be on your website, a printed brochure, or both, you position your business as helpful and knowledgeable, empowering potential customers to make informed decisions. This can also reduce confusion and the need for customers to swap units after move-in, saving both time and effort for them and your staff.
The Keys to Creating a Useful Unit Guide:
- Clearly explain the types of units you offer (e.g., climate-controlled, drive-up access, etc.).
- Include visual examples or diagrams to make it easier for customers to understand the differences.
- Offer practical tips on selecting a unit based on what they plan to store (e.g., fragile vs. bulky items).
- Make the guide easily available both online and as a handout for easy reference.
Method 3: Make an Interactive Quiz
A fun, interactive way to stand out from the competition and personalize the renter experience is by creating a “Find Your Perfect Unit” quiz! This approach adds a refreshing and engaging element to your process, helping potential customers discover the ideal unit for their needs in a quick, user-friendly way.
Your quiz could ask questions about the types of items they plan to store, how often they’ll need access, and so on. Then, based on their responses, the quiz can suggest the perfect unit for them. This not only simplifies the decision-making process but also makes your facility seem more approachable and customer-focused.
By integrating an interactive quiz, you provide a tailored experience that makes your potential renters feel understood, and it can set your business apart as a forward-thinking and customer-friendly facility.
So they picked their perfect unit, now what?
To Store or Not to Store, That Is the Question
One of the first things you should communicate to your customers is what items shouldn’t be stored in their units. While this may seem obvious, many people are unaware of the dangers that certain items pose. For example, hazardous materials such as gasoline, propane, lithium batteries, or paint thinners are obvious no-nos, as they can lead to fires or other accidents. Perishables like food can attract pests, leading to unwanted infestations that could harm other customers’ belongings.
By making it clear from the start what items are prohibited, you help keep your facility safe while preventing costly damage and legal headaches.
General Storage Unit No-Gos:
- Flammable or hazardous materials: Explain why these are prohibited and the risks they pose to both the customer’s belongings and your facility.
- Perishables: Highlight how they can attract pests and the potential for damages beyond just one unit.
- Explosives or weapons: This may be covered by local regulations, but a reminder never hurts to ensure compliance.
The Importance of Inventory Tracking
Another proactive way to help your customers become happy, responsible, long-term renters is to encourage them to keep track of what they’re storing. You can suggest creating a simple inventory checklist or using a more advanced method like a digital tracking tool. This will help customers in the long run if they ever need to file an insurance claim or retrieve an item they stored months ago.
Keeping a detailed inventory is crucial for ensuring that customers can easily manage their stored items and know exactly what they have in the event of loss or damage. By encouraging this practice, you can also streamline any claims processes if a customer needs to file a report.
3 Simple Steps to Help Your Customers Track Their Inventory
Keep A Log
Suggest apps, digital tools, or even classic note taking where customers can keep a log of their stored items, the date they stored them, their value, and other stand-out info.
Take Photos
Encourage customers to take photos of valuable items and store receipts and keep them all in one consolidated folder on their devices for easy reference.
Tracking Checklist
You can even create a downloadable inventory tracking template so they can print and use a physical checklist.
By helping your customers stay organized, you not only assist them but also make it easier for your staff to manage questions and issues quickly.
An Organized Unit is a Happy Unit
Giving your customers organization support when it comes to their storage unit not only benefits them but also enhances their overall experience with your facility. Offering tips on how to arrange items efficiently can prevent frustration, reduce damage risks, and make accessing stored items easier.
Here are some things you can mention to new renters as they stack their space:
- Use Shelving | Shelves maximize vertical space, keeping frequently used items easily accessible.
- Label Boxes | Clear labels on all sides of boxes help customers find things without digging through everything.
- Create a Walkway | Leave a small path between items so they can access all areas of the unit without hassle.
By offering these simple tips, you’ll show customers that your facility is committed to making their storage experience smooth and stress-free, from move-in to move-out. And a well-organized unit leads to happier, long-term renters.
For more tips on packing and organizing storage units, check out these helpful resources:
Empower Your Customers with Insurance Information
Helping customers become better renters also means ensuring their belongings are covered against damages. Customer insurance is an easy and effective way for customers to safeguard their stored items, and it reduces liability for your facility. Educate your customers about the importance of securing proper insurance coverage.
For instance, Savvy’s tenant insurance program offers a seamless claim filing process and comprehensive coverage options, including weather risks and in-transit damage.
The Benefits for Your Business
When you take steps to educate your customers, the benefits for your business are clear. A well-informed customer is less likely to run into issues that could affect your facility or your bottom line. By guiding them on what not to store, how to track their inventory, and how to choose the right unit, you create a smoother experience for everyone involved.
Plus, by offering a tenant insurance program as a valuable add-on, you generate an additional revenue stream while protecting your customers’ interests.
Take the Next Step
Partnering with Savvy allows you to provide customers with essential tools like insurance coverage while offering support through resources and educational materials. To learn more about how Savvy can support your business, talk to a representative today.