Effective customer service is at the core of any service business, and self storage businesses are no exception. It is a challenge for managers to resolve various customer service issues and maintain a satisfied customer base.
Managing customer service, you may face daily situations where you have to tackle an unhappy customer. You need knowledge, skills, and expertise to handle such difficult situations.
This article from Storeganise highlights the common customer service mistakes a self storage business may make, along with some tips to avoid them.
5 Customer Service Mistakes and Tips to Avoid Them
Customer service is an important business function that significantly impacts the profitability and success of a business. The following are the common problems self storage businesses face and effective tips to avoid them.
Mistake #1: Not Offering Quick Support
Think of yourself as a customer; there is nothing more frustrating than slow support. Businesses often fail to provide their customers with timely support because they take too long to investigate the issue and collect relevant information.
Integrate your business insights using modern software such as self storage management software. This way, you can get relevant information about your storage facility and each storage unit on the go.
Mistake #2: Not Listening to Customers
The biggest mistake businesses often make is not listening to their customers. When customers contact you, it’s imperative to pay attention to what they say and make the necessary changes. Ignoring the details they provide or avoiding their calls and messages can harm your business.
Train your customer support team to be fully attentive to customers when they are approached. Take notes of everything so they do not have to ask for the details again. Instead of making assumptions, ask the customers to clarify any information and get their feedback.
Mistake #3: Not Accepting Your Mistakes
Every business makes some errors that can result in customer dissatisfaction. It is normal, but not accepting your mistake or blaming the customer is a bigger mistake, with harsh consequences, for your business.
Acknowledge your mistake when it is necessary, and gently apologize. A polite apology can end the problem before it becomes a serious issue, and just as importantly keeps your customers happy.
Mistake #4: Using the Wrong Tone
Sometimes it’s not what you do, but how you do it, that creates problems. Using the wrong language, asking the wrong questions, or using an inappropriate tone offends customers.
Train customer support staff to use friendly, empathetic, and polite tones whenever communicating with customers. Helping them understand what to say on what occasion goes a very long way toward customer satisfaction.
Mistake #5: Failure to Follow Up
Another common mistake is the failure to check back with the customer. You may have answered their query or given them information on how to solve their problem, but it is important to follow up. You must ensure that their issue is resolved and they are satisfied.
Maintain a record of customers who contacted you and send a follow-up message or email. You can even send an automated message to let your customers know that you care.
Once you lose your customer’s trust, it is difficult to regain it. Even extensive self storage marketing will not help if your customer service is not up to the mark. Define your customer service objectives clearly and put yourself in the customer’s shoes to understand their needs and improve your customer service.
Frequently Asked Questions
What are the 3 causes of customer service failure?
The three main causes of customer service failure are a lack of trained staff, employee burnout, and misunderstanding of customer expectations. Businesses must focus on eliminating the causes of service failure to improve customer experience.
What are 3 common customer service complaints?
Insufficient communication, slow response, and unsatisfactory services are the three common customer service complaints. These issues are common in product as well as service businesses.
What is the most difficult customer service situation?
The most difficult customer service situation is when you do not have an answer to a customer’s inquiry. You need to handle this situation expertly without conveying any unconfirmed or wrong information. Let the customer know that you will research their question and follow up with a proper answer within one business day.