5 Ways to Create a Customer Experience
Starting a new business is risky, even with an outstanding product or service and great marketing, it is a well-known fact that 50% of businesses fail within the first year. Creating a positive customer experience can greatly mitigate this number. Notice we said customer experience and not customer service, there is a difference; the former is a customer’s interaction with your business from the first point of contact all the way through to the end of the business relationship, while the latter usually deals with one specific incident (usually a problem or a grievance). The majority of self-storage facilities are owned by Real Estate Income Trusts (REITs) and run by management companies who have access to unlimited amounts of advertising income, and for the smaller owner operated facilities (like ours) to survive they must provide an exceptional customer experience. Focus on providing an exceptional customer experience enabled us to create a loyal client base which helped us survive our first 12 critical months of operation. We have compiled a list of the five things that helped us create a differentiated customer experience.
1.) Always be Engaged: This is the cornerstone of every positive customer experience. If a customer feels he or she is being ignored or worse their presence is a distraction, you have lost that customer. Everyone wants to feel like they are being heard and their concerns have been validated, maintaining eye contact and responding to questions with more than a shrug or “uh huh” can do this.
2.) Create a Connection with your Customers: The best way to win a customer’s loyalty is to make them feel that you share a unique connection. This connection can be about anything that will help the customer see you as a real person.
3.) Increase the Range of your Services: Offering services above and beyond what your competitors offer will help you pull ahead from the pack.
4.) Be a Good Employer: Treat your staff well so they treat you well. And by “you” we mean your business and your customers. If you are an inconsiderate employer, your staff will ultimately transfer this onto your customers.
5.) Be Solution Oriented: Make sure you and your staff are always solution oriented. This may sounds easy but, when faced with a problem or a conflict most people focus on proving their actions justified rather than moving beyond the conflict toward a solution.
Best of Luck!
Carnforth Self Storage