When we decided to open our own family run storage facility a little over two years ago, we knew we were going up against some big competition. Our industry like most is dominated by big chain companies and our very survival hinged on our ability to stand out from our competitors. While we didn’t have the same advertising budget as these bigger facilities, we chose a more cost effective path. We chose to offer our customers a memorable customer experience which set us apart from everyone else. We have spent a lot of time developing and testing what we call our Three Golden Rules for a Memorable Customer Experience, this set of rules has helped us make it through our critical first year of business.
Golden Rule #1: Speak to your Customers in their Language
No, we don’t mean speaking to them in English, French or their mother tongue, we mean to speak to them in plain speak, leave out all the technical jargon as customers find it overwhelming, and you will find it difficult to create any kind of rapport. Furthermore, we believe every customer is an individual and as such prepared scripts are also a bad idea.
Golden Rule #2: Make a Connection:
We try to relate to our customers on a personal level. Anyone that walks through our doors is a person just like us, and we make sure to treat them as such. We endeavour to make meaningful connections with our clients, we will go out of our way to say hello; ask how the family is doing; inquire about their recent vacation; heck we even remember how many sugars they take in their complimentary coffee. Our clients are real people to us and not a walking dollar sign.
Golden Rule #3: The Follow Up
Always, always, always follow up with your customer. The transaction NEVER ends with the sale of a unit, quite the contrary it marks the beginning of the relationship. We follow up on how their move went, and we always send a small handwritten thank you note in the mail. The follow up leaves the door open to for the client to approach us with any questions or concerns, and will provide us with feedback on what was good about their experience and what was not so great or needs a little work. Feedback is critical in growing a strong, sound business.
We begin each day with the same question “How can we make our customer’s experience today the most memorable they have ever had?” and the answer is the same, by practising our Three Golden Rules to a Memorable Customer Experience!