Self-storage isn’t just about units, locks, and payments. It’s about people. Whether someone is stashing grandma’s antique dresser, decluttering before a big move, or storing business inventory, their experience with your facility matters. The better their experience, the more likely they will stay, refer friends, and leave glowing reviews.

So, how do you go from a basic storage facility to the one customers rave about? We’ll tell you how smaller operators can boost their customer service game without breaking the bank.

First Impressions Matter - Make Them Count

Imagine a potential tenant stumbles across your website after searching for storage solutions in your area. What do they see? An outdated site that’s hard to navigate, or do they find a sleek, user-friendly platform that makes booking a unit a breeze? 

Unfortunately, there’s not much room for error. Studies show that 52 percent of customers will switch to a competitor if they have a single negative impression.

We built Mariposa self-storage websites with user experience in mind, meaning your tenants can easily find what they need, whether they’re browsing from a computer or mobile device.

With Mariposa, you’ll also access features like online reservations, real-time availability, and secure payment processing. No more waiting in line or playing phone tag—your tenants can book and manage their units from the comfort of their homes. The result is a faster, more convenient experience that will keep them returning.

Security and Peace of Mind for Tenants

Security is paramount in the self-storage business. Tenants need to feel confident that their belongings are safe, and having a reliable, secure system will make your customers feel comfortable and protect your business from liability issues.

Our Hummingbird Property Management Software (PMS) can integrate with your facility’s security systems, giving you real-time data on access logs, gate codes, and even surveillance footage. Keeping your tenants informed about security features—like 24/7 surveillance and gated access—adds an extra layer of trust, helping to foster long-term relationships with your tenants.

Targeted Marketing Services to Boost Engagement

While customer service is critical, reaching the right customers in the first place is just as important. That’s where our digital marketing services shine. With robust tools for SEO, online ads, and PPC campaigns, you can execute on tailored marketing strategies that speak directly to your audience. Whether you’re targeting new customers or re-engaging past tenants, Tenant Inc.’s marketing services make it easier to get noticed.

Let’s say you’re running a special promotion for a new climate-controlled storage unit. You can use Hummingbird’s email campaign tools to send personalized offers to your most loyal tenants, making them feel like VIPs. Plus, by targeting your advertising to people searching for self-storage in your area, you can reach new customers more likely to convert.

A well-timed ad or email can make all the difference in encouraging a customer to choose your facility over the competition.

Create a Seamless, Customer-Centric Experience

In the self-storage world, customer service is the secret weapon that sets your facility apart. By streamlining operations, improving communication, and offering a seamless, personalized experience, tenants will be satisfied and loyal.

Remember, it’s not just about providing storage space—it’s about creating an experience that makes your tenants feel valued. Investing in the right tools to deliver superior service will boost customer satisfaction and position your business for long-term success.

5 Steps To Loyal Tenants

• Online Rentals and Payments: Tenant Inc.'s cloud-based software makes it easy for customers to book, sign, and pay from their phone, couch, or pajamas at midnight.
• Instant Lease Signing: No more “come in to sign” delays. Digital leases mean faster move-ins.
• Kiosk and Mobile Access: Customers can skip the office and move in on schedule.

• Smart Access Control: Keypads are great, but touchless entry with a smartphone is even better. Tenant Inc. integrates with modern access solutions for a seamless, secure experience.
• Real-Time Alerts: Use automated texts or emails when a payment is due or someone uses a gate code. These alerts provide transparency and trust.
• Top-Tier Security: Surveillance cameras and well-lit facilities significantly impact customer confidence.

• AI Chatbots and FAQs: Answer common questions 24/7 with an AI-powered chatbot or a detailed FAQ page.
• Phone Support: Not everyone loves chatbots. Make sure real human support is available when needed.
• Text and Email Communication: Don’t just call. Send quick updates, reminders, and responses via text or email.

• Referral Perks: Offer discounts or credits for every new customer they refer.
• Loyalty Discounts: Long-term customers should get special perks (e.g., a free month after a year).
• Seasonal Giveaways: A simple holiday promo or small appreciation gift can go a long way.

• Remember Their Name: A simple “Hey, John! How’s the new house?” makes a significant impact.
• Birthday & Holiday Emails: A quick “Happy Birthday!” email makes your facility feel human.
• Customized Promotions: If a tenant stores business inventory, offer business-friendly perks.

In conclusion, providing excellent customer service isn’t just a "nice-to-have" in self-storage—it’s what sets you apart. With the right mix of technology, convenience, and personal touch, you can create a five-star experience that keeps customers returning.

See the tools built by operators, for operators, that deliver 5-star tenant experiences by scheduling a 1:1 demo today!