It's hard to understate the importance of reviews for your storage business.
They improve your SEO on Google. They improve your conversion rate when people do find you. They help you ensure you're offering a good service, or tell if you have places to improve so that you can get more (and better) customers in the future.
But if you're struggling to get reviews and aren't sure why, it can start to become frustrating.
Thankfully, Tommy and Melissa sat down with Northshore Pellissippi Storage's Lee Creech to hear his advice on how to get more 5-star reviews for your storage facility.
Question: "How can you get your facility more 5-star reviews?"
Check out the video clip below to hear their answers:
In this Gabfocus Session: Exceptional Customer Service Tips for Managers, Tommy and Melissa had the chance to speak with Lee Creech of Northshore Pellissippi Storage. Lee is an expert when it comes to providing top-notch customer service, and he gave his opinion on its importance (along with how to deliver it).
Check out the full Session to dive deeper!
Don't want to watch the clip? Here's what Lee had to say:
For new managers, know your product, want to help and listen.
You can meet their needs if you know your product, you really want to help them and you listen to what it is they really need.
For experienced managers, I'm going to go back to our example on the insects.
This is advice I should take. Don't just sit there and talk about it. Let's get up and be physical and do something. I mean, I think the customer is really going to appreciate it if you say, "Take me and show me." You know, I think that's great advice and I'd like to thank whoever it was that put that up there because that was not on my radar and that's really good advice.
And for owners, I'm going to say that your customer service culture, because I was the person that was supposed to train all the department managers and their staffs, staffs in the hotel on the customer service culture. And they gave it to me because as the revenue manager I was back behind the door looking at a computer screen because the top level management, the ownership, didn't have buy in.
So if you're an owner, buy in. If you want great five-star Google reviews, well give great five-star service.
If you want these reviews to be word of mouth because your client—I heard somebody say last week that your clients don't get together and have a discussion about your rates.
Let me tell you, your clients get together at high school football games, and they talk about everything. Your rates sooner or later are going to come up, but not just your rates. Your customer service is going to come up. If I haven't had a lot of interactions with you because you put your stuff in storage and you've just kind of left it there and you're going to come back in a month and get it out.
But the person you're talking to is in every day and they just love this place because we do this for them and that for them and we're always so friendly and helpful and nice and whatever. That translates into A great review for your other customer too.
They're going to tell people, "Oh yeah, I store over there and they are great."
Even though they haven't necessarily had that experience. Someone they trust has had that experience."
—Lee Creech
