You spend time, effort, and cash to get a possible renter talking to you. At the last minute, that lead turns away and rents somewhere else. You were so close!
So what went wrong?
Self storage facilities spend plenty of money to get leads. But knowing follow-up techniques to turn leads into renters is a critical piece of the self storage sales cycle.
In this article, we’ll explore best practices for self storage sales and follow-up methods. We’ll share advanced tips for effective self storage follow-ups by lead type, including in-person visitors, telephone calls, e-mails, and website leads.
Too many leads, not enough time? Here’s the condensed version:
When following up with self storage leads, experts recommend the following best practices.
Leads come into your storage facility in different ways. Adjust your follow-up techniques based on the type of interaction—from people who stop by the office to online rentals from your website.
When should I follow up with a self storage lead?
How long should you wait to follow up with a lead? No longer than 30 minutes. You should follow up as soon as possible, and within 30 minutes or less.
When potential renters walk into your office, you have one chance to make a good first impression. You have four major goals here:
Greet new self storage customers warmly, introduce yourself, and ask for their name. Give potential customers your undivided attention. If you’re with a customer when someone arrives, take a moment to greet them. Let them know you’ll be with them shortly.
Before launching into a sales pitch, take a moment to listen to their needs. Ask questions about:
These are key customer service tactics. Now that you know more, invite them to tour units that fit their needs.
Use the tour as a chance to point out amenities and features—your security cameras, access hours, and so forth. Once you identify a suitable storage unit, ask for and complete the sale.
People who stop by a storage facility usually come ready to rent. It’s up to you to convince them that your facility is the best option. By placing the customer and their needs first, you’ll create a good rapport, which gives you a better chance of closing the sale.
Potential renters may call your facility to ask about rates and availability. Do you just answer their questions and hang up? Of course not!
Use similar techniques from your in-person interactions:
The key part is getting the caller’s contact information. You can begin by asking for their name and a phone number so you can call back if you get disconnected. Or ask for their email address—tell them that you’d like to send a discount code.
If they’re not ready to reserve a storage unit during the call, try to make an appointment for a tour.
Use phrases like “Are you available this afternoon, or is the weekend better?”
After the call, send a text or email to thank them for their interest and provide any promised information. You can follow up with another phone call within 24 hours if you didn’t get the reservation or an appointment for a tour.
Many facilities find it useful to have basic sales script to follow, especially if your staff are new or not used to selling. The script doesn’t need to be read word for word, but should give staff enough information to cover everything described above.
What’s the key to quick and efficient self storage email follow-ups? An easy-to-customize template. Make sure the email:
Include a clear call to action like “Reserve Now” with a link to your online rental system or “Call to Schedule A Tour.”
If the email or contact form included a phone number, follow up with a telephone call using the techniques described above.
Website Traffic Follow-Ups
If a lead comes to you from your website, follow up with an email or phone call—or both! Email is great for sharing information about your facility, but a personal phone call gives you the best opportunity to build rapport and close the sale.
If the customer completed a rental online, follow up with an email to:
If they just want information, use a modified version of your email template and follow up with a phone call.
Learning how to effectively follow up with self storage leads is a critical part of the self storage sales cycle. Following best practices for following up with leads includes responding quickly, classifying leads, using a lead management system, and providing staff with resources and training. No matter what medium a lead uses to contact you, remember your goal of getting contact information, a tour, or a rental. Get out there and follow up on those leads today!
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