Kennards Storage October eKourier Edition

FEATURE

HOW WAS YOUR MEAL?

F or many businesses sadly the after-sale service, for a consumer can be an unpleasant experience. You may have faced this with your Telco provider or your energy provider when trying to get an issue resolved. Or you have eaten at a restaurant and the waiter asks, “how was your meal?” . How they ask leaves you with a sense of how much they care. For anyone in customer service these words are important. They want to know how the customer feels about the service they are paying for and does our product or service contribute to a sense of customer delight. Competition is growing in the self storage space, a positive consequence of that is better quality storage facilities and better quality service for people wishing to use self storage. To remain an industry leader and a successful business our own properties and practices need to evolve and improve to meet and exceed the expectations of customers today. Customer service should not end with a transaction. Hence the introduction of the 'Care Call'. The Care Call is not about selling it's about building a relationship. The primary purpose of the Care Call is to check in with the customer, asking them how their move was, any problems and is there anything else I can help you with. Like “ How was your meal?”. customer service stops at the sale. What is often referred to as It is this conversation that will demonstrate how importantly we value our customers and that we truly care about their experience and making their stay with us a positive, memorable experience. Yes, it is also an opportunity to remind customers their complimentary insurance is about to end and would they like to continue. The Care Call is an investment in the customer experience, it provides an

opportunity to recover any unpleasant experience that may have occurred during the move-in process. At the very least it reinforces our commitment to make the customers stay with us an enjoyable one. THE CARE CALL IS NOT ABOUT SELLING ITS ABOUT BUILDING A RELATIONSHIP. THE PRIMARY WHAT CAN WE LEARN FROM THE CARE CALL? Not all move in experiences go well, learning this allows us to be proactive and turn a negative experience into a positive one. I imagine if the irritation is small many customers will not speak up because its not serious enough. It may still impact how the customer thinks or speaks about us. Offer insights from a customer’s perspective that may allow us as a business to change and improve what we do and how we do it. People do business with people they like and trust, they feel valued and appreci- ated and that the business is operating in the best interest of the customer. Our Care Call is another opportunity to build that connection, strengthen that relationship and demonstrate that we do sincerely care about the customer. Darren Marshall Chief Operating Officer PURPOSE OF THE CARE CALL IS TO CHECK IN WITH THE CUSTOMER... ‘

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people to look at them because they provide value and not just glaze over them. Google also provides built-in insights that shed light on how many impressions and clicks the post received. July and August we had 96 GMB’s go live out of which approximately 38% were rented. Some of the centres are smashing it by not leaving their posts section empty at any point in time. Ideally, it would be great to have two posts per centre at any given point in time since it is absolutely free. So, if you have something in mind please do not wait, go to Houston now and create that GMB Support Request. Sonal Saharan Digital Marketing Coordinator

14 Kennards Kourier Oct 2020