eKourier Jan 2013

WebWord - Online Reservations – Engagement is the Key

I t’s been an exciting time recently with the launch of the new web site starting to make noticeable change in how we do business. The simplicity of finding your space and making a reservation has never been easier for our customers. Already we are seeing these customers are further down the research and buying cycle when enquiring through the web. As a result more customers are converting straight to move in. It’s important to remember the receipt of the confirmation email received from a web enquiry is only the start of the process. The customer is still looking for understanding, value, engagement and a solution. The web site has created the introduction but importantly it’s us human beings that have to finish the job! With this there are a few key points worth sharing when handling the new online reservations:

- If a reservation is “Successful” then the customer has been sent an e-Reserve brochure already. - When notification from an e-Reserve is received at the centre take the time to read the detail: - What size did they select? - What contact details did they leave? - What comments or story did they provide? Maybe their reason for storing or the location they’re coming from or going to? - The planned move in date. - A request for a trailer, EMU or other service? With this information and a little thought any follow up you do can be far more engaging, valuable and therefore “Caring”.

alternative spaces to consider? You can confirm the trailer booking or suggest an alternative solution? Consider when conversing with them what other services they might be in need of, haven’t considered or may be relevant (maybe boxes)? What on-site benefits or features may add real value to the solution such as hoists, trolleys, drinks etc? Open ended questions or relevant recommendations build rapport and encourage a reply. Most importantly they show you’ve read their reservation details, understood their needs and “cared”.

Darryl Hodgson NSW Operations Manager

It may be appropriate to provide some

Trailers - Better Out Than In

I t’s interesting to see our reports each month showing trailer usage. Some of you are really getting them out there! I often see centres with trailers being used ten or more times per month. It’s also great to see the new lighter, galvanised trailers from Classic Trailers going straight into service at Wollongong. Whilst the primary reason for the trailer offer was for new move-in customers – free and simple to use – that’s not its only purpose. Importantly many of you may not be aware they can be rented out even over-night. Of course we need to be mindful to avoid conflict with other bookings but there’s no rule that says they can’t. Likewise, they aren’t just for existing customers. Non-storing members of the public can also hire them if they want to. All they need is a valid Driver’s License, credit card and a car to tow it. With such unique features and bright colouring, they’re great ambassadors for our Brand. Get them seen, move them around your centre often. Some Teams are even attaching them to an EMU and going for a drive! Darryl Hodgson NSW Operations Manager

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Kennards Kourier Jan 2013