Expert tips on how to truly understand your customers

Updated: Oct 8, 2021

As a store manager, customer satisfaction should be one of your top priorities. There are many benefits that come with putting your customers’ needs first, such as loyalty, referrals and a continued working relationship. In today’s blog, our Head of Business Development, Jen Skordis, shares her expert insight on the value of knowing your market as well as a few useful tips on how you can better understand and connect with your customers.

The key to knowing your customers

Jen has experience in both business development and the self storage industry, with more than 15 years in both fields collectively. While working at Stor-Age, the largest and leading self storage operator in South Africa, Jen gained valuable insight into all aspects of the industry, and discovered that understanding the customer is one of the most effective ways to grow a business.

“Knowing who your customers are is not only an essential part of your daily business operations but is also highly valuable for several reasons,” Jen says “It fuels your enquiry pipeline, affects your number of move-ins and helps you anticipate how long they are going to stay.”

While getting to know your customers might be a daunting undertaking, there are a few strategies that you can apply both online and off to ensure creating lasting connections. Here are a few expert tips:

Encourage face-to-face interactions, with the necessary COVID-19 protocols in place

The great thing about self storage is that you’ll most likely meet your customers in person when they visit their unit. Take the time to greet your customers and find out more about their needs, wants and expectations. Personalising the service can do wonders for building a healthy business relationship with your customers.

Take advantage of social media

Self storage businesses can benefit from building a strong social media presence on various platforms. Once you’ve garnered a following, you can engage with customers and find out more about their behaviour online. Social media can also be used to gather feedback, inform customers about updates, and offer business support.

Ask for their feedback

Customers love to know that their voice is being heard, so give them an opportunity and the space to share their thoughts. There are several ways to gather information about the customer experience such as surveys, feedback forms, conversations on social media, as well as interacting on online community forums. Asking for feedback can also help you improve your product or service.

Show appreciation

It’s important that your customers feel valued and appreciated. Make an effort to acknowledge customer loyalty by offering exclusive promotions, discounts, and even sending out seasonal messages. By building trust and repertoire, customers are more likely to trust the store with feedback.

Jen is one member of a team of experts at Digital First. Our talented digital marketing professionals offer a wide range of skills and extensive experience in the self storage industry. We pride ourselves on understanding the self storage customer base and share this knowledge and experience to help self storage facilities grow. Contact us today to find out more about how we can help your store.