Often times, the customer’s lifestyle has been shaken up. During a frantic state of misfortune or uncertainty, they deserve some compassion.
A major life event often triggers a customer’s search for self-storage. For the majority, the need for a storage unit comes during a demanding transition. Sometimes these events are negative: Financial hardship, loss of a home or a break-up. Other times the change is positive: An addition to the family, a new business or a college semester away from mom and dad. Regardless of the customer’s motivation for ‘more space,’ these lifestyle changes are rarely free from chaotic emotions.
A customer’s disorderly state deserves special attention. The hassles of driving too far, paying too much and wasting time packing are amplified. They probably deserve a hug. At the very least you can inspire the customer with a convenient, supportive process.
Marketing Communications Director
"How Storage Customers Think About Things"