Put yourself in the shoes of your customer

Updated: Aug 20, 2021

People use self storage to meet a variety of needs. Businesses rent units to store stock, homeowners keep household belongings during renovations, and intrepid travellers use self storage as a home base.



In order to meet the needs of your customer, it’s important to put yourself in their shoes. Take the time to understand their pain points and how self storage serves as a solution.


Top marketing tip


Chris Oosthuizen, Head of Sales, Marketing and Product at Stor-Age Property REIT, recently shared a top tip on creating a customer persona. In this blog, he describes the importance of acting like a customer.


Chris says, “Quite often as self storage operators we forget that our business is about our customers. The business involves people engaging with the facilities, some of them for the first time, others on a regular basis. Sometimes, we’ve got to take a step back and act like our customers to understand where there is room for improvement.”


How to act like a customer


There are several ways that self storage operators can improve their business by acting as a customer. Here are a few ideas to get you started.

  • Google the store and identify the ranking of the facility compared to competitors

  • Click on your adverts and assess the sales experience

  • Go through the sales funnel and identify how easy it is to make contact

  • Visit the store, walk through the facility and take a look with a fresh set of eyes

Even the smallest effort can add to your perspective and identify room for improvement. When you understand the customer experience, you’re able to improve the process and encourage more customers to book at your store.


How does digital marketing help?


In many instances, customers will encounter your digital storefront before visiting the physical store. With this in mind, it’s important to create a welcoming presence for your digital storefront.


While it’s important to build brand awareness on social media, engage with customers and improve SEO efforts, it’s also important to improve user experience online.


A professional digital marketing team, such as Digital First, offers the experience and knowledge to improve the customer experience from a technical point of view.


In addition, our professional team at Digital First have a collective experience of 100 years in the self storage industry. With our finger on the pulse of the sector and digital processes, we’re able to offer strategic services to streamline the customer experience.


Find out more about our services online. We also offer a free digital marketing audit that offers insight into where there can be an improvement.