Spring is in the air, and for home storage facilities, this means one of your busiest seasons of the year is underway. As people declutter, move, or downsize, your phone lines start buzzing with rental inquiries about unit sizes, pricing, and availability. It’s a golden opportunity to attract new customers—but it also comes with a few customer service challenges.
At Dexcomm, we specialize in answering and communications services that tackle unique challenges from industry to industry, and home storage facilities are no exception– especially during your approaching busy season. In this blog, we’ll dive into five specific communication pain points and discuss how you can transform them into strengths.
Quick Summary
Overwhelmed by high call volumes? Consider outsourcing overflow to ensure no inquiry goes unanswered.
Falling short on fast, accurate information? Equip your team—or your partner—with the tools to respond swiftly and confidently.
Struggling to provide clear, tailored answers? Train for (or outsource) expertise that adapts to each customer’s unique situation.
Not meeting modern expectations? Invest in compassionate, service-minded professionals who understand today’s customer.
Unavailable after hours? Implement 24/7 support to stay connected with renters even when your office is closed.
Challenge 1: Managing High Call Volumes
Oftentimes, during businesses’ peak seasons, the quality of over-the-phone customer service declines as staff members struggle to stay ahead of the influx of calls. Spring brings a surge of inquiries for your storage facility, and your staff might struggle to keep up while assisting on-site customers. More than that, if calls go unanswered, you risk losing potential renters to your competitors.
Solution: Outsourced Overflow Call Handling
Overflow call handling ensures no caller inquiry goes unanswered. When your lines are busy, an answering service can step in with trained agents who provide prompt, professional responses—whether it’s answering questions or booking a unit. Your team stays focused, and your customers stay happy.
Challenge 2: Providing Quick, Accurate Information
When customers need storage, they want answers fast—availability, pricing, features—and delays can send them elsewhere. It’s not only critical that they receive answers fast, but also that the answers they receive are accurate, reflecting the most up-to-date offerings of your business.
Solution: Swift, Knowledgeable Support
“Swift, knowledgeable support” can be achieved in a handful of ways. The first solution is to retrain your in-house customer service representatives. Whether that’s providing them with a document to have on-hand for quick reference or hosting a customer service workshop, keeping your staff all on the same page about the happenings of your business is a must for providing swift, knowledgeable support.
On the other hand, you can partner with an answering service for your storage facility’s customer service needs. When you select an answering service for your storage facility, be sure to keep your eyes peeled for one that offers in-depth agent training for every business they serve. That way, from unit dimensions to rental terms, your answering service will act as a seamless extension of your business.
Challenge 3: Delivering Clear Answers to Complex, Customer-Specific Questions
Not every question is simple. Customers might ask about climate-controlled units, security measures, or access policies, requiring more than a quick reply. The people calling your business each have unique needs, and it is critical that each of them feel as though their unique asks are thoroughly understood and acknowledged.
Solution: Tailored Expertise
When you offer your callers tailored expertise, your facility stands out as knowledgeable and reliable. Similar to the last outlined solution, be sure that your in-house customer service representatives have been thoroughly vetted with your storage facility’s unique capabilities. From insurance policies that could come into play to access measures, they shouldn’t only have knowledge of these aspects of your business– but also how they apply to each caller’s individual concerns.
If you elect to partner with an answering service, be sure to inform them of your expectations regarding offering tailored expertise. If the service you’re looking into doesn’t convey that they can confidently address detailed inquiries, it’s best to continue your search for one that can.
Challenge 4: Rising to Meet Modern Customer Expectations
Storage often ties to stressful moments like moving or life transitions. Callers expect empathy and support, not just a transactional exchange. This applies now more than ever– in the fast-paced world of 2025, customers want answers that ease their burden and help them move forward with confidence.
Solution: Compassionate Professionals
Whether you take the in-house customer service representative route or the answering service route (or both), having compassionate professionals on your team is non negotiable. Be sure to screen new hires for compassion, and if you partner with an answering service, ensure they answer calls with a sincere concern for callers. In this blog, we highlight customer expectations for customer service in 2025– and empathy definitely made the list. Whether a customer is downsizing after a loss or rushing through a move, it’s critical to offer the reassurance that builds trust in your storage business.
Challenge 5: Ensuring Availability Beyond Business Hours
Storage needs don’t stop at 5 p.m. Customers might call late to check availability or report an issue with accessing their unit, and relying on voicemail is a sure-fire path to either a) losing your caller to a competitor or b) irritating a current customer.
Solution: 24/7 Support for Your Leads and Customers
Live 24/7 support means customers get help whenever they need it, from late-night inquiries to weekend bookings—enhancing your reputation as a responsive business. Whether you achieve this through hiring more customer service staff, partnering with an answering service, or investing in Conversational AI solutions, it is crucial to be available to your callers when they need you most.
Conclusion
As storage facilities' busy season picks up, the pressure is on—but so is the potential. Every call is a chance to win over a customer, reinforce your reputation, and grow your business. The key? Being ready. Whether it’s handling high volumes, answering complex questions with confidence, or simply being available when no one else is, great customer service is a competitive edge that will ensure you make the most of your busy season.
At Dexcomm, we don’t believe in one-size-fits-all service. We believe in becoming a true extension of your team—providing compassionate, knowledgeable support that reflects your values and meets your customers where they are. If you're ready to turn these seasonal challenges into long-term wins, let’s talk about how we can help.
