Being able to help customers on their schedule is an important task for any business. As customers demand more digital access to business information and services in order to help themselves, self-storage facilities are adapting to new ways of communicating with them.

Maureen Brown, owner of self-storage facilities in Alabama, Ohio, and Tennessee, is embracing technology to provide better service to her customers. She has found an easy way for customers to access the remote move-in process WebSelfStorage offers while also enhancing their customer experience. She implemented a QR Code system that allows customers to scan the code and view her business information on uhaul.com. This way, the customer has the facility information and can perform a move-in to a unit after hours or make a reservation for a unit to move-in at a later date. Below she answers our questions regarding the process. 

Question: How did the idea to use a QR code that links to your U-Haul online listing come about?

Maureen: In the past, I have used QR codes for dropbox payments. When someone arrives at the facility after hours, they can pay via phone to the U-Haul Self-Storage Affiliate Network Contach Center that we employ, or the tenant can scan the QR code and be taken to the payment website.

During these COVID-19 times, I have gone to several restaurants that no longer hand out menus but have a laminated paper with a QR code to access their menu online. I figured I could use the QR code on the front door of our office in the same manner. The only aspect that we debated was if we should also add a sign with the QR code at the keypad to the gate or keypads to the climate control buildings. For concerns about security, we figured we would roll out the QR code on our front door of the office only. 

Question: Can you explain the set-up process for implementing the QR Code?

Maureen: To set up the QR code, I searched the internet for “Free QR code Generator,” and multiple website options appeared. Then, I navigated to my entity’s uhaul.com page and copied the address bar. I cut and pasted the entity’s U-Haul web address into the QR code generator. The generator returned an image that I downloaded and pasted on various signs. 

• For example, one of my facility’s website pages is https://www.uhaul.com/Locations/Self-Storage-near-Shelbyville-TN-37160/038385/.  The QR code generator gave me this image: 

• With the QR code for the specific website landing page, I designed a 6” tall vinyl sign that I placed on the front door to my facility to simplify the process for Customers. The sign looks like this:

• The final product is pictured below. You can also see the box of envelopes for payments to the right that reminds people they can pay online with another QR code that takes tenants to the www.uhaul.com/orders page.

Question: Is there any cost associated with setting this up?

Maureen: As for the cost to complete the work, the only out-of-pocket cost I paid was to www.Signs.com for the 6” tall by 30” wide vinyl window decal. That totaled $25.67 plus shipping and taxes. It took about a week from the day I ordered to receive the sign.

The QR code generator I picked was free. The design of the sign I did on my computer, though I think Signs.com has some design capabilities.

Question: Is there upkeep involved once it is implemented?

Maureen: I just implemented this at all of my locations this summer, so I do not know how many years the sign will last before it begins to fade or peel. However, since this is the same vinyl that I have used for office hours, phone numbers, business name [signs] I expect the banner will last many years. Some of my locations have a window washer who cleans the outside, and the banner and office hour vinyl are not harmed from the window washing.

Question: How has adding a QR link to your online listing changed or improved your customer service?

Maureen: The staff discusses this option with potential customers if the customers are having any difficulties getting to our location during office hours, want to set up the rental before they move to town, arrange the rental unit for their child when universities asked students to leave early for the summer, and in a variety of other customer scenarios that we try to accommodate. To help my staff feel more comfortable talking about the self move-in process and promote it to potential customers, I created a tutorial video. In my tutorial video, I rented a unit for myself at my location and recorded the computer screen while narrating what a tenant would see and experience. This was meant to help guide my staff in making customers feel comfortable about the process.

Question: How has this feature increased your online rentals?

Maureen: My largest location has had roughly 7 self move-ins since we implemented self move-in capabilities in March 2020 (average monthly move-ins for this location is 38 per month).

Additional Tips for Implementing QR codes at your facility

1. Set up your uhaul.com listing and available remote move-in units by calling the U-Haul Self-Storage Affiliate Network, and an Operations Coordinator will help you set up the features available to you.

2. Do your research. Maureen recalls, “I did some research on the self move-in process. I probably annoyed Tech Support with my questions, so I could educate my staff on what to expect and how to incorporate this with our normal systems and procedures.”.

3. Consider security at your location. Maureen explains, “I require disc locks at all my facilities. I think an owner or manager would need to know to place a disc lock inside the storage unit along with a tag on the latch. I use the numeric seals, similar to what is commonly used on auction units, so we know if the door has been opened and we enable that specific unit for Self Move-In in WebSelfStorage. 

4. Keep things clean. Maureen describes, “For the operation side of the business, my staff has to routinely freshen up the drive-up units that are set up for remote move-ins since dust and debris may get inside, but this is not as much an issue for interior or climate control units.”.  5. Provide a map of the facility. Maureen offers maps of the location to assist in locating units after hours. She says, “For my climate control buildings, I have placed large, 24” x 36”, facility maps inside the entry/loading doors that assist tenants locating their storage units.”

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Today having a brand name to recognize and trust is crucial in capturing the storage customer. The millennial generation is fueling this drive and becoming the most popular demographic in the moving and storage industry. This article will go over ways that you can brand your business in order to appeal and attract to all potential storage customers.

Online Presence: The first thing consumers are doing when searching for any business is going on the internet. Getting customers in the door and renting at your facility is the ultimate goal. How can you take advantage of the World Wide Web and fill your rooms online? There are many different marketing opportunities that can be utilized within the U-Haul network; such as advertising your business on Uhaul.com. Utilizing your uhaul.com page to its full potential can help fill your rooms and increase your brand awareness. Uhaul.com is the most widely searched website in the moving industry, with over 6 million hits per year! As a storage affiliate, you are able to market your facility online and increase your occupancy, all from uhaul.com. It is also important to have your own website to advertise so customers can find you locally. WebSelfStorage Business Platform offers a free API to integrate your real time inventory right into your website. The best of both worlds!

Truck Rentals:  Become the all in one moving solution that customers can go to and trust during their time of need.  Having truck rentals at your facility is a great supplement to your business while accommodating your customers needs.  Not only can a storage facility become a U-Haul dealer to rent out trucks,  Dealer Affiliates utilizing WebSelfStorage gain access to our unique advertising vans to market their business.  Through the program, Affiliates receive a brand-new van that is imaged on three or four sides with their business’ name, logo, web address and/or location address, phone number and any promotional specials. This acts as a rolling billboard that helps Affiliates promote their self-storage brand within the local community. In the meantime, the van, like any other U-Haul vehicle, earns a rental commission each time that it’s used.

Social media:  Since 2004, social media has been growing exponentially and it hasn’t reached the peak of its popularity yet. There’s no denying that social media platforms are now a major source of news and information. But that’s not all. Social media platforms are unique in the way they interact with customers. Not only do they provide a platform for users to communicate beyond local and social boundaries, but they also offer countless possibilities to share user-generated content, like photos and videos. 49% of consumers claim that they depend on influencer recommendations on social media to inform their purchasing decision (Fourcommunications, 2018). This means that if consumers feel confident in the recommendation from an influencer, they’ll be more likely to store at your business.

Ask for Reviews:  There is a reason why reviews are valued by businesses everywhere. They can be the difference between gaining and losing potential customers. On Average, 8/10 consumers look at the reviews before doing business somewhere.  Millennials especially, are review driven through social media and other online platforms.  On uhaul.com, your customers can share their experience with other customers. Remind customers that they can review their move-in and move-out experiences after completing either.  This will help create a trustworthy reputation for your business.

Customer Service.  This starts with your manager and or alternative way for customers to be able to interact with your facility.  Creating positive relationships and experiences with your customers is paramount in earning their long term business.  If you are unmanned or have limited staff, the U-Haul Self-Storage Affiliate Network offers a contact center where you will have hundreds of full time employees 24/7!  Never miss a call or potential rental.  Online account management on uhaul.com gives customers the ability to manage their unit from any device, anywhere.  This will enable them to remotely manage their unit which ultimately creates a more convenient experience for your customers.

At times, executing all the correct methodologies to create a brand for your business can be timely and costly.  That is why partnering with a brand name like U-Haul will only help your credibility and exposure.  Having access to “Big Business” resources enables you to create an ultimate brand for your facility and help build your reputation.   Using these methods in this article can help give you a leg up on the competition in this brand driven market.

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Whether your facility is fully staffed seven days a week, partially, or completely unmanned, having an online rental option can only serve to increase your occupancy.

Now more than ever, consumers are looking for ways to minimize human contact when transacting business. In that regard, Covid-19 has magnified an already growing trend in the self-storage industry, the need to rent online.

Perhaps you think the only consumers who would rent a storage unit online are younger people, in their 20s. Maybe your own customer base is largely older adults or Seniors.

I’ve got news for you!

Millennials are not the only demographic who buy online! 68% of Americans make an online purchase at least once a week, and according to Inside Self Storage, “71% of consumers start their buying journey with a web search”.

The success of Amazon has changed the way Americans purchase items and services. You may already have a website. You may be advertising your business on a storage aggregator, like Sparefoot. But advertising is a one-way street of communication. Accepting reservations is a great way to open a dialogue with potential customers. Allowing online move ins, though, is the pinnacle of customer service!

The WebSelfStorage Business Platform has been advertising our partner locations on uhaul.com for over 15 years, with the ability to capture customer reservations and send them to our affiliates. In early 2019 we introduced a “Rent Now” feature, allowing our partners to list individual units on the site for remote move in capability.

Providing customers with the ability to choose the unit or space that fits their needs, make payment, and most importantly, sign a rental agreement electronically, will place your self-storage facility above the rest. Our Remote Move In feature works from a smart phone, iPad, PC or Mac, and can generate whatever rental agreement or contract you’re currently using.

Not only can remote move-ins help fill your rooms, it can also help keep them occupied. Consumers who rent online (and therefore pay by credit card) are more likely to enable Autopay during the move-in process. Customers on Autopay rent 40% longer than non-autopay customers. They are also statistically less likely to go into delinquency, saving you time, money and energy on collection calls and late notices.

Technology such as this is a great benefit to your business, but it is also just one tool in your business arsenal. Remember that great customer service will always go the extra mile, so when you receive that online reservation, reach out and call that customer as soon as possible and let them know you’re expecting them. If you receive an online rental, call and introduce yourself, find out what they’re planning on storing. Tenants often don’t realize how much they have. Take that opportunity to turn one rented unit into two. Or a 10×10 into a 20×30!

A great web presence on the most widely used website in America for moving and storage, the ability to receive online reservations in real time, and remote, touchless move-ins with eSignature and built in payment processing. It’s easy to see why WebSelfStorage and the U-Haul Self-Storage Affiliate Network is the best choice out there, at the best possible value!

The post Remote Move-Ins: The Online Advantage to Filling your Rooms appeared first on Self-Storage Insider.

Customer Communication is an essential part of operating any storage facility. From rent reminders and late notices to holiday messages and facility news – keeping up with your customers will give them a sense of familiarity and will boost their experience with your facility. But, with the hustle and bustle of everyday life, it can be difficult to maintain consistent communication. This is why WebSelfStorage developed and implemented a few no-hassle ways for you to communicate with your customers.

The first option has been around in the Affiliate Network for some time, but still seems to be a hidden gem for a lot of users. Our Mailing Service offers convenience and cost-saving benefits, while taking a time-consuming task off of your plate. Paired up with our automated letter generation features in the WebSelfStorage program, our Mailing Service will print, mail, and in some cases, track your generated letters for you – all automatically. Starting at just the cost of a postage stamp, we can do all the work for you, ensuring that your letters will go out every time.

The second option is newer to the Affiliate Network, but provides easy, technology-based options for communicating with your tenants. With technology growing larger and larger each day, it is now an unusual sight to see someone walking down the street or through the grocery store without a cell phone in their hands. Using our email and text messaging options, facilities are seeing much lower overall delinquency totals and of the delinquencies that they do experience a much quicker turn around for collecting the delinquent payments. By taking just a few minutes to curate customized templates, you can send out delinquency reminders, rent reminders, auto payment confirmations, and more via text or email, so your customers can receive their notices right away and straight to their mobile devices.

If this is something that you are interested in implementing at your facility, please call the U-Haul Self Storage affiliate network today at 866-693-6683. Select option 1, then option 2. One of our Operations Coordinators would be happy to assist and guide you through the process and get you on your way to quick and convenient communication with your customers.

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