You probably understand how essential it is to collect online customer feedback, especially in the self storage market. Customer comments are always a wonderful affirmation of your company’s dedication, and they offer leads with helpful information about your storage unit business.
But what happens if you go to Google and look at your website’s rating? What should you do if a customer leaves a negative comment about your storage facility?
It can be challenging to keep your composure when you see a negative review about your storage unit business online. You might even be tempted to leave an angry response. But, it’s important to remember that potential customers will be reading your response. So, you’ll want to take the high road and craft a professional reply.
Even if you think that a problem will go away on its own, it’s in your best interests to confront it head-on when it comes to dissatisfied consumers.
Bluebird Self Storage aims to provide self storage marketing suggestions and services that will assist in the development of a successful self storage company. We’ve got you covered if you’re looking for assistance in dealing with negative client feedback.
Quickly Respond to Customers
The worst thing you can do is Google a homeowner’s negative experience and ignore the remark for weeks. That isn’t how to alter that customer’s opinion of your storage unit business. The ideal way to continue your connection with that consumer after seeing a negative review is to address the feedback as soon as possible.
When you take the time to reply to a customer’s complaint, you let them know that their voice is being heard. You also show other potential clients that you’re dedicated to maintaining high customer service standards.
When dealing with a negative review, consider how you can reply politely and provide a few alternatives. Depending on the review, you may have to give a more detailed response by email. This is an excellent customer care practice that shouldn’t just be used when responding to bad reviews. Furthermore, depending on the customer’s situation, they may need a solution for your that can only be provided offline.
Look Into Providing Extra Items or Services from Your Self Storage Business
Sometimes, it’s not your company that a homeowner is dissatisfied with; it’s something you provided them that didn’t meet their demands. If they were searching for something else, give them another choice. See if you can give them a complimentary product or a different service option to solve the problem and provide the results they’ve sought in self storage units.
Answering negative reviews immediately demonstrates your company’s integrity and goodwill. Also, offering an alternative solution might later turn a bad review into a positive one. In the end, it’s all about attempting to shift the reviewer’s viewpoint of your business and putting the client experience first to improve overall customer satisfaction rates.
At Bluebird, we provide our partners with access to digital marketing professionals who can help facilitate a successful storage unit business. If you need assistance with growing your storage company, we’d be delighted to help.
Ask Customers to Continue the Conversation
A negative online review about your storage unit business may sting as an owner. Instead of becoming irritated or upset, ask the client to elaborate on their negative experience. Get in touch with them by email or messenger and inquire about what went wrong during their visit. Try your best not to get defensive and keep an open mind.
Not only will responding to a review assist solve the issue but taking the extra step of having a conversation will make them feel acknowledged. They may describe what went wrong in detail. You can use this feedback to change the faulty goods or services on storage websites, business storage units, commercial storage, and residential units.
Apologize and Ask for Redemption for Your Storage Unit Business
Negative comments are part of the business. You’ll inevitably get some bad feedback when running a successful self storage business. It’s tough to control how your and your firm are characterized online. Still, it’s critical to respond to negative feedback professionally and graciously.
See if the customer is willing to give your storage space a chance with another service or at half price. If they accept your offer, see whether they’d be open to providing another review based on their experience. For example, you could offer climate-controlled units or packing supplies to resolve issues. It’s a fantastic customer care approach to provide several alternatives and then turn that bad review into a good one.
It’s also a good idea to apologize for the poor experience they had, even if it wasn’t your fault. You can help turn a negative review into a positive one by taking this approach. Not only will you have happy customers, but other people who read the reviews will see that you’re willing to take responsibility and make things right.
Take a look at your negative reviews and see if you can figure out why clients are leaving them. If the feedback on your website is ineffective, try appealing to more customers by encouraging them to leave reviews. Potential consumers will be inspired by how you’ve turned bad into something that significantly influences self storage businesses. This is an excellent method to help improve customer satisfaction.
How you react to negative reviews will show your character as a self storage unit business owner. If you’re unprofessional or dismissive, it’ll make your company look bad. On the other hand, if you’re courteous and take the time to listen to what they have to say, you can use that feedback to improve your business. You may even turn a negative review into a positive one!
Be Sincere
The most excellent approach to respond to a bad review for the best self storage websites is to be genuine and upfront with your consumers. When you respond to a consumer’s review, you must understand how they feel about their investment.
The best thing you can do for yourself and your business is to show that you care about the bad feedback and wish to correct it. By being sincere, you let the customer base know that you’re dedicated to your self storage facility. This is an excellent way to market your storage unit company and boost confidence in your potential customers.
Use Templates
If you want to be one of the best self storage websites, it may be helpful to have some negative review response templates on hand, so you’re always prepared with an appropriate response. This way, you can avoid a knee-jerk reaction that could worsen the situation.
When you’re feeling upset or defensive, it’s tough to formulate the right words. Having some negative review responses saved as templates will help you stay calm and collected when responding. That way, you can take the time to craft a well-thought-out response that’ll satisfy the customer and show potential customers that you’re dedicated to providing excellent service on your storage website.
By having some negative review responses saved as templates, you can be sure that you’re constantly responding in a professional and courteous manner. This is an excellent way to improve customer satisfaction and show potential customers that you’re dedicated to providing exceptional service at your storage unit business.
Response Tips:
- Use their first name
- Address the customer directly
- Open with an apology.
- Give them alternative offers
- End with a thank you.
Ensure that you address the customer’s demands and demonstrate to potential clients that you care about providing exceptional service by following these self storage marketing guidelines.
Final Thoughts for Storage Unit Business Reviews
It’s critical to take the time to thank your clients and note the impact they have on your business, regardless of what is going on in day-to-day operations. A negative review should not be the only time you respond to reviews or criticism.
Make a habit of reacting to your consumers’ feedback. This will help them believe that you are receptive to new ideas and, as a result, feel more comfortable making future investments in your self storage facilities.
It’s critical to have a strategy in place for how you’ll react if your storage unit company gets negative reviews. How you handle customer complaints may either enhance or damage your business’s reputation. You can transform a bad review into an advantage by implementing the techniques outlined above.
We all desire satisfied clients, but it’s sometimes more challenging to achieve. Contact Bluebird for help with self storage marketing from a team of professionals. Let us help your storage unit business thrive!
