Gabfocus Spotlight: What should you do for self storage move-outs?

Some operators look at a move-out and see a negative.

Now you've got to fill the space, and until you do, you're not making money. And it's true that having more move-outs than move-ins is bad.

But there are ways to turn those move-outs into positives.

Listen in as Lee Creech of Northshore Pellissippi Storage gives his thoughts to Tommy and Melissa, explaining what he does (and thinks you should do) when handling move-outs.

Question: "What should you do for self storage move-outs?"

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:

Funny thing is, I get the feeling from some customers, not all of them, but from some customers, that they almost don't want to tell me that they're moving out.

Because they're kind of afraid that I'm going to try to convince them to stay longer. And I have said this is, "Look, listen, if you only need to move part of your stuff, let's talk about a smaller unit in the interim," or so forth.

And I've done that.

But I think the biggest thing is when they tell me they're going to move out. "Well, thank you so much for choosing us." However many months ago it was. I mean, "Thank you so much for choosing us. I hope you've had a great stay. I've got you set down for this date to move out. If you need some extra time, let me know."

You know, whatever it takes just to let them know that it's going to be okay. That we're glad you've been here.

Every once in a while, somebody, we do first-of-the-month billing just because rent traditionally is a first of the month expense, and people are used to it.

So when somebody says, I'm moving out on the 5th. "Okay, but if you can talk to your movers and get things out on the 30th or the 31st, you're going to save October's rent."

You know, I want to remind you first off that on the 1st, I'm hitting that card. But I don't want to say that because that's kind of antagonistic. So I'm not going to say that. But I'm just going to remind you, "Listen, if you can work it out with your movers," and a lot of times they say, "Oh, I can't because we're not closing on the house until then," or whatever.

And when they say that, you know, "Well, we're not closing on the house until the 5th, so the movers are going to be there this afternoon," or whatever. Okay, "Well, now, since you have the unit for the whole month, don't worry if you can't get it all out on the 5th because you just closed, you're going to have a million things to do. 

Honestly, if you can get the bed set up on the first night, that's a win. So you don't have to get everything out that day. You have the whole month.

And I mean, you know, sometimes there are things I can't help them with.

You know. I want to make a reservation for the loading dock. It's like, "Well, I'm sorry, it's first come, first serve. Because the other person moving out that day." They have the right to use it. You know, sometimes they're just things you can't do. But when they tell you that they're moving out, let them know that it's been a positive for you, that you appreciate them having been there.

And we all have some clients that, you know, we're saying that with a smile on our face and secretly on the inside, we're going, "Oh, thank goodness." You know, take that joy and turn it into something positive for the client.

And I think that's probably one of the best things to do. And once again, I let them know that, listen, you have options. If you need more time, yeah, we are going to charge you for the next month, but if you need more time, let us know."

—Lee Creech