As a self-store business owner, your customer service style can be the difference between securing that next tenant, or losing them to a nearby competitor.

You won’t get people visiting your storage yard just to have a look around, like you would a shop front. They’re not looking to browse; they’re coming to for a very specific reason, whether that be to rent a space, pay their bill or discuss an issue with their unit.

It’s up to you as the operator of the business to ensure that all issues are dealt with, and enquiries resolved in a realistic time frame.

Your customer communications is a vital component of your self-store business, especially when you consider that every single one of your competitors is offering more or less the same service. Therefore, it’s those added personal touches that will ultimately set you apart from the rest.

In this blog, we’ll be looking at ways that you can manage and improve your self-store customer service approach.

Be Customer-Centric

For any B2C organisation, it’s crucial that management and employees are representing the values of that business in the right.

This counts more so for a self-store business, since tenants can come and go as they please, and may never require human interaction. However, should they need to speak to someone on the site, it’s important that your staff have the willingness and energy that defines the brand you’re trying to build.

If you find that your business values are not prominent, then it’s important to look at ways to make them stand out for the good of your tenants.


Now that we’re hopefully heading back to something that resembles normality, after a difficult few years, it’s important that you show yourself to be available to the customers and offer those extra personal touches.

Remember, self-store is a unique industry, in that you’re offering your customers exactly the same service as your competitors as we mentioned earlier, so it’s vitally important that you’re doing everything you can to set yourself out from the crowd.

Even something as simple as greeting someone personally and ensuring they know that you’re the face of the business can go a long way.

Obviously, it’s not possible to be available 24/7, but modern technologies have come a long way in ensuring that tenants are able to access the services they want, when they want them. For example:

  • The innovative Store Log Flog app features a range of benefits for store yards, and allows tenants to contact the store yard through the two-way chat feature to arrange visits, manage their storage requirements remotely and even onboard new customers in the local area all through the app. The app will also send out push notifications to your customers to communicate any new changes, new offers, provide links to surveys for increased customer engagement and satisfaction.
  • Self-service smart kiosks can be installed around the property to allow current tenants to manage payments and access their storage, some even allow new customers to select their storage requirements and pay remotely.

Whichever technology you prefer to supplement your customer service approach, be sure to check in with your current tenants and any new customers that have signed up remotely, they’ll appreciate the personal touch.

Increase Your Touch Points

Phone calls are one thing when it comes to your customer touch points, but they really are just the start.

Nowadays self-store facilities are utilised by a wider range of age groups than ever before. A recent survey by FEDESSA, looked at the percentage of those in different ages groups who were looking to utilise self-storage in the next twelve months:

  • 18-24 – 18% (said they would be considering using self-store within twelve months).
  • 25-34 – 17%
  • 35-44 – 19%
  • 45-54 – 10%
  • 55+ – 10%

This tells us that no one kind of communication method will suit every age demographic, and therefore it’s crucial that your business is open to operating on as many communication channels as possible.

These days, customers may wish to contact you with a phone call, through WhatsApp, Messenger, Instagram, the Store Log Flog app, or any other of the major communication platforms. If you aren’t opening your business out to these opportunities and your competitors are, then they’ll be the ones winning more custom.

Even if you aren’t completely familiar with the ways of digital communication, it’s important that you either take the time to familiarise yourself with them, or find someone within your organisation that is comfortable managing the enquiries that come through these platforms.

Stay in Touch

We’ve already covered the value of keeping in touch with current and new tenants, but it’s also a good idea to keep in touch with your previous tenants too. That’s not to say you need to sell them anything, but keep them up to date on what the business is doing with regular news updates through email or text.

This was a particularly important point during the height of the pandemic, when many were in need of reassurance and a familiar face, some tips for staying in touch, include:

  • A thank you card or a personal phone call to thank each tenant who is moving their items away from your yard can be a clever way of cementing customer loyalty, with those added personal touches we mentioned earlier.
  • If you’re offering a new service or something of that nature, let them know about it. This doesn’t need to be a hard sell by any means, it can just simply be you getting in touch and having a chat.

Understand Customer Requirements

While it’s true that every customer coming to your yard will be looking for some form of storage space, your role as a leader in the organisation means you must really listen and understand the needs of each customer.

Your sales ability is significant in your role as a manager, but by listening to your customer and really understanding exactly what it is they’re looking for, you can offer an unparalleled level of customer service.

This is why the Store Log Flog chat feature is such a crucial component in your customer service approach. When new tenants are looking for storage in their area, they can jump on the app and discuss their requirements and you can be prepared with a range of questions to build of picture of this person, for example:

  • What’s creating your need for storage at the moment?
  • How long do you wish to store your items for?
  • What’s your biggest consideration when storing these items?

Through these three simple questions, you’ve learnt why your prospect requires storage, how long they’re likely to be with you and the kind of value of that these items have. Not only does this allow you to select the best storage solution for this specific customer’s needs, but it also gives you a good idea of the kind of value of the items they wish to store, which is ideal for insurances purposes.

How Can Store Log Flog Help Your Self-Store Business?

As a self-store owner, you can offer our app as an additional service to your tenants, to allow them to create a digital copy of the storage space they’ve been allotted and log exactly where they have stored their belongings.

The app also features a handy integrated chat feature, which allows you to converse with your current and new tenants to ensure that you’re always on hand to answer any question your tenants may have about your service.


By downloading the Store Log Flog app, you have the perfect companion to help your tenants log, map, and store all of their valuable items to give you a view of precisely what is being stored on your premises, and also leave reviews too.

The Store Log Flog app is now available to download for free from Google Play or the Apple Store.

If you’d like to learn more about Store Log Flog, why not contact us today?

After a period of reconciliation for the industry after the challenges posed by the pandemic in 2021, we’re expecting 2022 to present new opportunities for self-store businesses to expand and grow in the coming twelve months with the help of developing technologies and the integration of current tech too.

At Store Log Flog, we’re very passionate about evolving the industry with new and exciting technology and in this blog, we’ll be taking a look at some of the tech both emerging and current that you should be taking advantage of to take your business to the next level in 2022.


The self-store industry has developed considerably in the past decade or so, and even though the industry has been slow to adapt at times, it is now adopting technology to improve the customer experience.

During the height of the pandemic, many facilities saw an increase in occupancy rates due to increased demand. This gave operators the opportunity to utilise the data they have at hand to drive operations, improve their marketing abilities, and improve the overall tenant experience.

Increased Data Flow

Over the years, self-store facility operators haven’t been well equipped to understand how best to utilise crucial information about their customers.

Although, the industry may seem very simplistic, technology is now enabling the collection of GDPR-friendly data to create more personalised experiences and tailored marketing campaigns.

Self-store owners and managers are now utilising this technological leap to learn how potential customers are interacting with their brand, but also what needs to be done to improve their processes for current tenants.

By using this data in the right way, self-store businesses can create opportunities for increased online sign ups, identify what items tenants are storing in their facilities, and create a more hands-on experience in 2022, which has been largely lacking in the industry over the years.

Although the idea of “data” may seem a little overwhelming, there’s a good chance you already have access to it through channels you’re using every day, for example:

  • Your Website – your website is often your most significant source of data. Depending on the size of your business, you could be receiving hundreds of visitors everyday and by not tracking this information you’re missing out on vital data. You can track website visitors across years, months and days, the location they are visiting the website from, what pages most interest them, conversions and much, much more.
  • Phone Calls – phone calls are another source of customer data. You can learn a lot about what a customer wants and who they are by simply talking to them over the phone. Also, if this is a new lead, you can gain a good grasp of how they came to find your self-store facility in the first place.
  • Face-to-Face – although this is often considered to be an outdated practice, talking to your customers face-to-face is one of the most valuable data gathering sources in your arsenal, and it means you can tailor any future conversations to serve what that specific customer requires.

The Future of Data & The Storage Yard

To illustrate just how far data systems have come along is self-storage, below we’ve outlined some of the best examples of data-powered applications in self-store:

Industry Specific Chat Bots

The evolution of technology in self-store has made the industry far more competitive than ever before – to the extent that those not embracing technology may start to fall behind.

These days if a customer is looking to make contact with a business, their first port of call is the website, and your website is one of your biggest outlets for gathering the data that will power your customer and marketing strategies.

One of the best things that a self-store operator can utilise is an industry specific chat bot, which are capable of unlocking self-store units remotely, answering common questions and even letting potential customers know what units are still available on site, and all without needing human intervention, which is far more convenient for both parties.

Multi-Channel Communication

In order to improve the way you manage your prospects and current customers, you need to be communicating with them across the channels which they are frequently utilising. By doing this you can elevate your customer service experience to the next level, where you’re doing away with reactive management and stepping out on the front foot instead.

For example, let’s say a new customer lands on your Facebook page and sends a message enquiring as to whether your facility is capable of storing a considerable range of very rare and valuable antique items, they uncovered in a house clearance.

From a business point of view, you now have their name, contact information, location and what they’re looking to store – which means you can give them a call and discuss their needs in greater detail.

You have an entire spread of platforms available to you, so it certainly is worth putting your brand across a range of them to ensure you’re servicing the needs of both current and new customers.

Smart Kiosks

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These days, tech advances have made it possible for customers to access their units around the clock. Rather than needing someone onsite all day, every day, smart kiosks can replicate some the administration tasks that a self-store manager would usually undertake.

Using an automated system like this can also aid overall operational efforts too. For example, a tool like this can help with tenant onboarding, when they’re moving their stuff into their unit and are often capable of answering general questions about their lease.

This also offers another data source for management, while also offering another layer of convenience for the customer, who then won’t need to wait until staff have arrived to ask simple questions out of hours.

How Store Log Flog Can Help Self-Store Businesses

At Store Log Flog, our founder Dominic Willson has been involved in the industry for many years, and when he saw a potential gap in the industry, he was quick to develop a technological solution to suit that particularly need.

Self-store owners can offer our app as an added chargeable service to their customers, which allows them to create a digital replica of the storage space and log exactly where they have stored their items all at their convenience.

This means that as a self-store owner, you have a greater understanding of precisely what is being stored in your units for insurance purposes.

The app also features an integrated chat feature, which allows two-way communication to ensure that no question will go unanswered and new customers can contact their chosen store yard directly without needing to visit multiple facilities beforehand.

By downloading the Store Log Flog app, you have the perfect companion to help your tenants log, map, and store all of their valuable items to give you a view of precisely what is being stored on your premises.

The Store Log Flog app is now available to download for free from Google Play or the Apple Store.

If you’d like to learn more about Store Log Flog, why not contact us today?

Renting a self-storage unit is a fantastic way to give you some extra space, when you’re decluttering, storing items from a house clearance, or moving home.

However, although it may seem easy to cram all of your stuff into a unit, locking up and forgetting about it – it does make all the difference when you take the time to pack the unit correctly to ensure you’re making the most of the space and getting your money’s worth too.

In this blog, we’ll be exploring what you need to do to make sure your unit is packed correctly and efficiently.

Preparing Your Items

Taking the time from the outset to pack your items correctly and using the best materials for the job, can make all the difference when it comes to keeping your items in the best possible condition and helping you make the most of the space you’re renting.

Have Everything to Hand Before You Begin

Getting everything you’ll need together and ready before you start packing, means there’s no need to scramble around for extra materials mid-pack. You’ll almost always need:

  • Cardboard or plastic boxes.
  • Protective accessories – bubble wrap, sheets, or dust protectors.

Consider anything else that might be required to protect your items too, such as lock boxes or small safes for further security, for instance.

Pack Your Items Appropriately for Transit

Although it may sound obvious, packing your heavier items at the bottom and lighter belongings at the top, will often be forgotten in the rush of packing and loading. By keeping heavier and sturdier items at the bottom, you’ll not only be protecting the smaller, more delicate items, but also creating a safer stacking structure too.

Categorise Your Items

While it’s incredibly tempting to pack all your smaller items in together, it’s a better idea to sit down before packing to categorise all of your belongings to avoid unpacking and then repacking boxes, looking for something specific later down the line. The best way to do this is through the Store Log Flog app, where you can generate a logit card for each of your items and include details of their location and value as well.

Organising Your Unit

Manage Your Inventory

Before you so much as begin unloading your items into your unit, it’s a good idea to first decide where each of your items will go.

By doing this, not only are you making the most of the space available to you, but you’ve also got an in-depth overview of everything in your self-store unit should you ever need to easily find anything.

You can do all of this through the Store Flog app, which allows you to not only log all your items and their value, but also allows you to virtually map precisely where you’ve put them – which is an ideal time saver and a good way for your store yard to calculate the value of your storage space for insurance purposes.

Utilise the Locations Amenities

Once you’ve arrived at the self-storage yard, be sure to make to the most of what is on offer. For example, most locations will have trolleys, and sometimes even forklifts available so staff can give you a hand moving your items into your storage space.

In fact, most locations will allow you to drive straight into the facility and if you’ve chosen an outdoor lockup, you should be able to drive your vehicle straight to the door. Organisation truly is the key to an orderly and efficient transition.

Mover Heavy Items First

The first thing you should do is push all of your heavier and bulkier items to the back of the unit and against the walls, and work inwards.

Keep Items You Know You’ll Need at the Front

There will be times that you’ll need to access your unit to retrieve something of importance, and the best thing to do with items that you think you’ll need is to keep them stored by the doors for easy access.

Don’t Forget Height

If you know you’ll be storing furniture, such as wardrobes, sofas, and other things of that nature, it’s a good idea to place these vertically to ensure that you’re making the most of the vertical space.

If you’re storing bulkier, and awkwardly shaped items, it’s a good idea to place softer items on top of them, rather than attempting to pile awkward items on top of one another. Not only can this be dangerous should it fall, but it also increases your chances of damaging or breaking valuables.

Utilise Shelving & Racking

Depending on the unit you select, you may find that you already have racking or shelving to store those awkward items that you couldn’t fit into a box. If this isn’t already available, speak with the location manager about whether it’s possible to fit your own.

Consider Dust Sheers

While any good storage location will already have the place looking spic and span, it’s a good idea to invest in some good quality decorators dust sheets for your more valuable items that aren’t packed in boxes. This is because dust and debris can wear away at the delicate surface or ornaments or furniture, which will knock a considerable chunk of cash from their value.


Although a self-storage solution is the best way to protect and store your valuable items when there is no space at home, it’s still a good idea to plan ahead to ensure you’re making the most of the space and your investment.

By downloading the Store Log Flog app, you have the perfect companion to help you log, map and store all of your valuable items to ensure you’re using your rented space as efficiently as possible.

The Store Log Flog app is now available to download for free from Google Play or the Apple Store.

If you’d like to learn more about Store Log Flog, why not contact us today?

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