eKourier Oct 2012

Nevs Notes... Good Customer Service Doesn’t Just Happen... G ood customer service doesn’t just happen because you want it to; it happens because you work at it, all the time, every day. Following are the “Five W’s” of effective service. They will help you measure your ongoing efforts and retain customers over time: Nev enjoyed expressing his ideas in this section of the Kourier. These little gems have been appreciated by many in KSS. We will continue to publish his ideas that we have in stock. Enjoy!

Sweat the Little Things

effectiveness of this team will ultimately determine the profitability of the business, so make sure employees are qualified to handle critical day-to-day responsibilities. You need assertive, experienced staff to make the grade. If you’re lucky, you’ll find candidates with self storage experience, ones who possess all the tools and skills to satisfy existing customers, attract new ones and retain them all. But hiring is a tricky process and, in most cases, staff will need to be trained in some areas. Fortunately, there is an abundance of assistance for operators who don’t feel up to the task. Professional consultants and management companies can find and train employees from the beginning, setting up the policies and procedures necessary to run a smooth operation. They can also monitor Remember, customer service starts and ends with employees who understand the customer and his or her needs. So among other skills, they must have the ability to listen. Customers often contact a facility during unsettling times, such as death in the family, divorce or long-distance move. Empathy is important at times like these. After all, you’re building a rapport and attempting to gain a prospects trust. Those who connect with you or a member of your team will probably rent a unit, stay longer and refer you to others. While a personal touch is vital, don’t underestimate the role of facility maintenance in keeping customers happy. An attractive, well-landscaped, clean facility helps retain existing tenants and attract new ones. All positive customer service contributes to a facility’s bottom line. A talented management team and well-maintained site mean good business, and good business means profitability. the team’s success on an ongoing basis.

In self storage, the little things can mean a great deal to the customer: When a customer enters the office, acknowledge them with a smile and let them know they can expect assistance as soon as possible, even if you’re with another customer. Whenever there are tenants on site, peruse the facility grounds on foot or in the golf cart and offer assistance. For example, provide a cold bottle of water on a hot day. Nev Kennard Customer Feedback “Great service, very friendly. I was very impressed with David Chapman at Brookvale, he was always willing to help and move boxes for me while I was pregnant. Well done on providing a great service!” “I was shown a variety of storage units before making a decision at Springvale. I was impressed that the gentleman helping us wasn’t trying to upsell but actually wanted us to have the right fit unit. This is the best customer service you can get. I will recommend Kennards to friends and family.” ‘Absolutely everything was great! Your service and level of care was fabulous! Duncan and the Team were just great and showed a large amount of understanding, care and support for my situation, while going through a separation. I would recommend anyone to use the Tauranga facility.” “Thank you for your excellent service, your staff at Panorama are great. Special thanks to Rebecca and Rudy. Rebecca was always happy and smiling. Rudy helped my mum when she was with me at Kennards. Mum had a stroke whilst waiting to meet me in her car outside of Kennards, the day before Mothers Day this year. Your storage facility really helped me at a difficult time in my life. I will highly recommend you. Once again thank you.”

1. Who are your customers? 2. Where do they come from? 3. What do they think they need?

4. When do they need it? 5. Why do they need it?

“Remember, customer service starts and ends with employees who understand the customer and his or her needs. So among other skills, they must have the ability to listen.”

By asking these questions – also known as the “service needs assessment” – you find out what needs to be done to satisfy customers’ requirements. The answers should reveal the gap between where you are and where you need to be. Some types of information will be easier to obtain than others. How do you find out who your customers are and where they come from? A professional market analysis of the area within a 5-mile radius of your facility will easily reveal demographic details such as age, income, the ratio of commercial businesses to residences, etc. How do you find out what your customers need and why? Ask them when they call or visit the site. In the end, every transaction you complete fills a need of some sort.

The Manager is the Key

The key to understanding and satisfying your customer base is your facility Management Team, who is responsible for building personal relationships with tenants and discovering their needs. The

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Kennards Kourier Oct 2012