Strategies for Delivering 5-Star Customer Service | Webinar Recap

Strategies for Delivering 5-Star Customer Service | SBOA Self-Storage Unlocked

Webinar Description

Customer service can make or break a business. Join us as our expert panelists discuss:

  • Using artificial intelligence the right way
  • Manageable initiatives
  • Creating a community
  • How to deal with complaints
  • Reputation management

Date: August 4, 2022               Length: 01:06:48

Topics and Questions Discussed

00:00:00 Intro
00:00:15 What is the SBOA?
00:02:00 Housekeeping & Introductions
00:09:40 What are some of the attributes of a good property manager?
00:13:55 Carol Mixon’s 5 questions to ask before an in-person interview
00:17:30 Setting the tone and clear expectations of what is important with company culture
00:21:00 Issues with employee theft
00:26:42 Has the pandemic caused management companies to hire anyone who walks in the door?
00:28:10 If you have to let a staff member go, do you try to keep that invisible to your tenants?
00:32:11 How have contact-less rentals affected levels of customer service and the perception of our quality?
00:34:57 Issues with homeless people renting units to live in
00:39:04 Define a clear escalation process to empower your staff to deal with difficult customers
00:40:57 Do you allow 24-hour access to your properties?
00:44:04 How do you train your staff on new technology/automation?
00:50:00 Performance reviews protocol
00:54:15 What about using mystery shoppers?
00:58:45 One thing you can do to improve customer service at your facility
01:04:49 Closing comments and upcoming events

Important Links

Webinar Sponsors

Webinar Panelists

Skilcheck Services

Carol Mixon
Owner & President
SkilCheck Services, Inc.

Curtis Burns
Regional Director
Absolute Storage Management

The Jenkins Organization

Jeremy Rollwitz
Regional Manager
The Jenkins Organization

Haviland Storage Services

Sue Haviland
Haviland Storage

Jessica Johnson
Vice President

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