Top Five Tips to Take Your Facility to New Heights in 2023

by Mallory Scott, TSSA

1. Embrace technology and automation.

There will be no backsliding when it comes to technology and automation in the self-storage industry—the new tech is here for the long haul, and it is now expected by customers. Call centers, chatbots, AI assistants, smart units and locks, one-touch access, impressive security software and more have taken the industry by storm. But you don’t necessarily need all the new bells and whistles to keep up with the competition. Do some research to figure out which technology can best help automate your processes without breaking the bank.

2. Evaluate your customer experience.

Take an inventory of your website to ensure that your customer experience (CX) is easy and intuitive. Can current and potential customers quickly locate what they are looking for online? Is your online rental process converting leads to customers or are you noticing people abandoning the process mid-way through? This is a major red flag alerting you that your customer experience is not what it should be, and some tweaks should be made in order to secure more paying tenants. Make sure that your online rental process is smooth and simple, and correct any bumps in the road that can potentially have a negative impact on the CX.

3. Keep up with facility upkeep.

There are many facets to this one. You want to make sure that your facility has curb appeal, but that it is well maintained in every sense of the phrase as well. Your facility should look great to passersby and to potential tenants, but you also want to create an environment that evokes a great sense of pride and security from tenants while storing their items at your facility. Keep up with security lighting on the outside of your buildings, but also keep an eye out to ensure there is adequate lighting inside your buildings as well. Walk your property often to monitor for any strange activity occurring onsite. Unit numbers and doors should be maintained as well. Your facility is a direct reflection of you, so make sure it is one you want to look at.

4. Get social with it.

Social media is a 100% free tool to use to help market your facility and boost visibility within your local community. Are you taking advantage of social media to engage with customers and promote specials and events? It’s fairly simple to start posting on social channels and maintaining your presence can be easy, too. Facebook, LinkedIn, Twitter, Instagram, YouTube, TikTok...oh my! There are endless FREE opportunities to put your business out there and reach a much broader audience. Unless you are paying for Google ads, social media is the next best thing to help you reach your target market. #socialmediaforthewin

5. Customer service still matters.

No matter how much technology you adopt or how automated your facility is, personalized customer service is still a vital component in the self-storage industry. Even if you are renting online and have automated several processes for efficiency, you will notice that customers still need the personal touch—that tenant you know by name who comes to the facility often and gets a glimmer in their eye when you wave “hello” and address by name—you can’t replace that with technology. That tenant will be loyal to your company brand because of the human experience. Don’t let go of that.

Read More Blog Posts »