Self Storage Reputation Management: Handle Delinquencies with Empathy During this Difficult Time

For the last six to nine months, a number of self storage reviews have shown that customers who are facing late fees and delinquencies are angry. Their frustration stems from the residual effects of the coronavirus pandemic. Aside from losing loved ones, suicide as well as drug and alcohol abuse are on the rise. Mandated lockdowns have led to people losing their livelihoods and their income. Is it any wonder that some people are bitter and unhappy. The cure has become worse than the disease. This alone should steer the self storage industry into thinking about reputation management.

Customer service has become weak in a number of financial institutions and businesses. Instead of taking the opportunity to use this situation to preserve their reputation by ramping up assistance and solving problems, especially at a time when people need positivity, they use the virus as an excuse to slack off on their service. 

The self storage industry has always been an example of friendly, professional service and team members who genuinely care about their customers. The industry offers contact-free options to prospective customers like online account management and online rental platforms. It’s important to maintain this positive behavior, not only as a reputation management tool, but as a role model of empathy and compassion during this unique time. 

Handle Delinquencies and Late Fees with Compassion

Most self storage businesses are doing well or have at least remained stable during the pandemic. During normal times, there is a clear cut procedure for handling delinquencies with prudence in order to preserve your reputation management. Communication with delinquent customers would be simple and straightforward. If rent and/or late fees weren’t paid off by a predetermined date, local lien laws would take effect. 

In the current climate, the procedure for delinquent accounts is not the same. Consider the possibility that your customer is suffering from depression, physically ill,or caring for a sick family member. If a check has been mailed, it’s very likely to take longer than normal to arrive at your facility. There’s also the consideration that your customer may have lost his or her job or business and is having severe financial issues. 

That being said, your business has to remain functional. You have day-to-day operations and expenses that have to be sustained, but you want to maintain your reputation standards as a business that cares about their customers. Following are some tips and strategies to help you keep your business and your reputation thriving, while showing empathy to your customers.

Communicate with Empathy

Most of the time, and especially now, tenants aren’t intentionally trying to avoid their monthly payment. If they’re short on funds and prioritizing their spending, self storage will probably be close to the bottom of the list. Keep the tone of your collections communication empathetic and find a way to encourage payment without demoralizing or penalizing your customer. Try to work out a solution by offering payment options that will work keep your reputation management thriving and your tenant happy.

Simplify Payment Options

Most facilities already offer online payment options. If your business does not, now is the time to begin not only with online payments but an online rental platform. A number of people are still not comfortable with physical contact, and paying by mail is a problem because postal delivery is not dependable right now. Another option is a payment plan, structuring debt and late fees in a way that they can be satisfied over a longer period of time. A percentage pay-to-vacate plan gives your tenant the option of paying only an agreed-upon percentage of what they owe if they move out of the unit by a certain date. If your tenant legitimately can’t afford to pay, consider waiving fees and requiring them to pay only rent, or you can choose to forgive the debt if they vacate the facility. 

When All Else Fails

If you’ve pursued all approaches with your tenants and they remain uncooperative and delinquent, it’s time to pursue local lien laws. It’s wise to consult your attorney for advice, as this can be a complicated process. At this point, you should be able to make a distinction between those who are suffering valid hardships and those who are taking advantage of your understanding, thus supporting your reputation management framework.

In Conclusion

These are tough times for many, and you want to be there for your prospective tenants and your company. If you approach your delinquent tenants with sensitivity and compassion for their situations and remain appropriately assertive in pursuing payment, your reputation management structure will remain intact and speak eloquently for itself.