That's right—billing is part of your customer experience, too!
Just like you should make renting and using your storage units as smooth as possible to create a better experience for your customers, you should also be trying to make billing as painless as possible.
Doing so will make both your tenants' lives and your own life a lot easier. After all, the easier it is to pay, the more likely people are to do it instead of forgetting!
In this Gabfocus Spotlight, Tommy and Melissa sat down with Luke Westbrooks to talk about how to make the billing process as painless as possible.
Question: "How do you make the billing process as painless as possible?"
Check out the video clip below to hear their answers:
In this Gabfocus Session: Increasing Occupancy with a Great Experience, Luke Westbrooks (Ziff Real Estate Partners) spoke with Tommy and Melissa about customer experience. How it's changed, how to improve it, and how to use it to your advantage.
Check out the full Session to dive deeper!
Don't want to watch the clip? Here's what Luke had to say:
We're going to go back to convenience on this one, be able to take multiple forms of payment in multiple ways.
You know, if I want to call and give you a credit card. I know the industry as a whole has kind of shied away from taking credit cards online because you can't get the signature.
You know, if I'm out of state and I don't have access to my computer, and I really need, you know, some help making a payment... Can I call and make a payment? Can I go online and make a payment?
The real answer here is autopay from both, you know, the customer standpoint, they don't have to worry about it. And also from, you know, the site management side, which is: I don't want to have to call you next month and remind you that your bill was on the 3rd.
But being able to take payments in multiple different ways is obviously a big benefit.
And especially with the introduction of online leasing, having your portal capable of taking payments and providing receipts and making sure it's working is huge."
—Luke Westbrooks
