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Communicating With New Self Storage Move-Ins

June 15, 2022

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4 min

So, your lead became a tenant.

They’ve rented their storage unit, and their move-in date is scheduled. Maybe it’s even happening right now. What’s next?

Knowing what information and documentation to send your new tenants is an important step in the self storage move-in process. Just because they’re your tenant doesn’t mean you don’t have work to do to communicate with and keep them happy!

We’ve got some tips on how to follow up once a lead becomes a tenant.

 

The Dos and Don’ts of Communicating With New Tenants

Before we get too deep in the weeds talking about the tangible tips, let’s look at some quick dos and don’ts.

These may not be hard rules, but they’re good guidelines to follow. Depending on your situation and your customers, you may work outside these guidelines just fine!

  1. DO send information in the way your tenants are most likely to see it
  2. DO send information that is important to know
  3. DO send key info to tenants when they need it, not earlier or later
  4. DON’T send too much information at once
  5. DON’T send long-winded messages that tenants are likely to ignore

Consumers are constantly bombarded with emails and texts from companies these days.

The best way to communicate is short and sweet, this way your customers are more likely to actually read what you send!

You can also keep track of and even automate a lot of these steps using your self storage software, such as your property management software

Let’s look at what to include!

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What Information Should You Send Tenants at Move-In?

Now that we have a common understanding of how and when you should be delivering information to your self storage tenants, let’s look at some of the information you should probably consider sending.

  • Information from your self storage lease

Yes. The truth is that your tenants probably aren’t going to read their entire lease. And even if they do, what are the chances that they’ll have it memorized or be able to tell the most important parts from the rest?

Instead of expecting that, pick out what you think is the most crucial information for them to understand. Then send it in a text or email.

  • What to expect on day 1

After a move-in date is scheduled for a tenant, it’s a good idea to set some expectations so they’re not lost when the day arrives.

Things like the address, how to access the facility, their unit number, and anything they need to know about accessing the storage unit should be included.

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In the event that you have other tasks you require them to complete when arriving at the facility for the first time, this is also a good time to include that information.

I would recommend sending this information in a text message the day before move-in, this way they aren’t worried about it the morning of, but it’s close enough to their move-in that they won’t forget or lose the information!

  • Apps and online portal information

If you have any information to send pertaining to an app download or an online portal, this is probably best done in a week or two following their move-in.

Unless the app is related to gate or storage unit access, then it’s probably not pressing enough to overwhelm them.

Pug Pro Tip: You can automate a lot of this follow-up by properly utilizing your self storage software!

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Welcome Packages for Self Storage Move-Ins

Make your tenant feel welcome and appreciated with a welcome package in their storage unit when they move in.

Better yet?

Include helpful information in the welcome package!

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Instead of drowning them in emails and text messages or sending messages so long they’re likely to ignore it, include some of the more helpful or important info in a little gift bag, basket, or other package for your new tenants.

Your self storage software is great at helping you deliver information to tenants, but that doesn’t mean you can’t also deliver it the old-fashioned way!

One way your software can help with this more traditional delivery method is by helping you keep track of tasks as you prep for move-in.

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Sending Review Requests

9 of 10 Read Reviews

Reviews are incredibly important to your self storage business.

Many people check reviews to get a good idea of what to expect from a business. This is no different for the self storage industry.

How do you get more reviews? 

You ask for them!

It’s good practice to ask your customers, new and old, to review your business. You can automate these requests using your self storage software, or you can do so manually. Either way, you definitely should be doing it.

Pug Pro Tip: Make sure to respond to your reviews! Even the bad ones.


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