But with call center leads, they want to connect one-on-one with a person more than they can through the Internet. They want to be spoken to in the channel that they've contacted us in.”. “Sixty percent of our customers have actually never used storage before. Extra Space Storage Inc., headquartered in Salt Lake City, Utah, owns and/or operates over 1,850 self-storage properties in 43 states, Washington, D.C. and Puerto Rico. Can we pull them back in? Scrutinize your current system for lost opportunities. The storage space business model is similar to the rental car industry, Stamper explained. We were pretty late to the party. As far as we know, there is only one way to contact Extra Space Storage, shown above. Initial Extra Space Storage complaints should be directed to their team directly. I am an actual customer (victim) of Extra Space. COVID update: Extra Space Storage has updated their hours and services. Contact Customer Service at customer.service@marketingsherpa.com, © 2000-2021 MarketingSherpa LLC, ISSN 1559-5137 GetHuman does not work directly with Extra Space Storage's customer support operations. Revenue of Extra Space Storage in the U.S. 2015-2019 Debt of Extra Space Storage in the U.S. 2015-2017 Debt to total enterprise ratio of Extra Space Storage in the U.S. 2016-2017 Sharing is what powers GetHuman's free customer service contact information and tools. I paid movers on each end of the move, and rented a truck to move everything. They’re going to continue testing at the call center with missed move in dates, she added, and see if there’s any way to help get them through the door. “It's a natural progression [that] customers are contacting us on the web. 4 reviews of Extra Space Storage "My recent experience with Extra Space Storage was outstanding. Our large selection of storage units, climate controlled units, drive up access, exceptional security, electronic gate access and helpful staff make finding the right self storage unit for you easy and hassle-free. They worked with customer personas to integrate different pieces together for a seamless email project. This lead them to the realization that customers might prefer digital communications. In other words, Extra Space Storage is storing people’s lives in our units. “Why didn't they move in, and can we reengage them? So we would pull them up on our phones and say, ‘Why didn't we ever look at this before? “I know they're ‘just emails’ as some people will say to me … but we're not just sending emails and spamming our customers. That's another group that we've been testing that we've built on and we started optimizing.”. Sends were based around the customer’s move in date, she said. “We wanted to continue that into email and continue that conversation,” she said. Questions? Fernando's Customer Service In behalf of Drive Technology, Fernando spoke to me and was very nice and helpful on the information I was trying to seek in order to rent a storage space. Alert type; Extra Space Storage Inc. End-of-Day Stock Quote Alert. You need a repeatable methodology focused on building your organization’s customer wisdom throughout your campaigns and websites. Stamper explained that the customer base is unique in that the company doesn’t cater to one specific demographic. For the first time in the company’s history, there was a 50% jump in attributed conversion rate for email, according to Stamper. For example, they are testing the calls a local facility manager will make to a customer to confirm the reservation. This infographic can get you started. Matt was professional, helpful, and knowledgeable, and we were able to move things to a perfect unit the same day. If you tap or click on the link for it, you'll see our best data and advice for what to do when you reach out to Extra Space Storage, sourced from millions of other customers that come here to GetHuman each month. Unfortunately, Extra Space Storage does not offer live chat as a channel for customer service at this time. About Extra Space Asia. Extra Space Storage is pleased to announce that we've been recognized with a Glassdoor Employees' Choice Award for the Best Places to Work in 2020. “We ran that test and we found that people who placed a reservation at our call center were more likely to engage with the store manager calls than they were the emails. The selection and registration process was quick and easy, and the price was lower than their competitors. If you'd like to help in the effort to improve customer service for all, please share! The “missed move out” series was added as part of that feedback. My rent was raised 25% 3 months and about 40% in the last year. Extra Space Storage has no customer email, Extra Space Storage has no twitter handle, Fastest way to talk to a real Extra Space Storage rep. Nearly half of the customers renting with Extra Space Storage have never used storage before, according to Stamper. Infographic: How to Create a Model of Your Customer’s Mind. Extra Space Storage consumer reviews, complaints, customer service. 532 reviews of Extra Space Storage from Colorado Springs, CO Great storage unit. The team at Extra Space Storage knew they were missing opportunities with customers using the current business-first email program. What information do we need to provide them before they show up at the store? Alongside this, building out functionality on the website where customers can self-serve, and make changes to their reservation. Using video in email, Extra Space Storage customers were able to consume the educational video content right from their inbox, optimizing their customer experience, Stamper said. Extra Space Storage typically costs anywhere from $25 to $500 per month depending on the location, the size of the unit, and whether you need a climate-controlled unit. “The end goal for us was always conversion. Drive better results when you discover what it is about your business that customers love. It was very important, she added, that this be a move that fit the company and its customers. Extra Space Storage was looking to reduce cost, as well as speed up the overall rental process to quickly sign up new customers and get them moving in to their storage space. Customers have been inquiring about getting text messages with notifications and payment reminders, which Stamper and her team will also begin testing. We're also looking at some different testing around our current customer communications from learning by channel. And again, if you didn't realize it was an option and you'd rather have a dialog with somebody, you can actually phone them. After that, for a customer who is moving at least two weeks out, a drip campaign is sent. I like that they have a way to confirming it’s your lock so it made me feel like they where always monitoring the units ensuring everything was good to go. I came to Extra Space Storage Storage… I came to Extra Space Storage Storage at 2700 Whitney Place 2700 District Heights, MD 20747 during a very difficult point in my life. I know a lot of people look at the storage industry and they say that it's a bunch of empty garage space, but we don't ever look at it that way,” said Jennifer Stamper, Interactive Marketing Manager, Extra Space Storage. The number of subscribers was growing and so was the amount of customer data the company was capturing. You can help! The views and opinions expressed in the articles of this website are strictly those of the author and do not necessarily reflect in any way the views of MarketingSherpa, its affiliates, or its employees. Founded in 2007, our first facility in Singapore changed the way people live and work, by providing professionally managed services, state-of-the-art security, and round-the-clock accessibility for customers to live bigger and better lives. You can call Extra Space Storage at (888) 586-9658 toll free number, write an email, fill out a contact form on their website www.extraspace.com, or write a letter to Extra Space Storage Inc, 2795 East Cottonwood Parkway, Suite … Particularly effective are Extra Space Storage’s YouTube brand channel, featuring videos on different storage options, and the brand’s Google+ page, where the company interacts with customers directly. I had just lost my Mom and only sibling, my Brother. Based on the findings, Stamper and her team created reservation emails with supporting videos to answer the questions in advance of the customer visiting an Extra Space Storage facility. That's coming from somebody who didn't think email mattered in the storage industry. “For example, they don’t know how much storage they will need or how storage leases work. Email began to be looked at as a way to still continue the conversation with customers, but “do it in a way they're comfortable with and a way that it's actually something we can leverage in our industry,” Stamper said. As an added challenge, it had only one individual who was solely responsible for the company’s email marketing. “They'd prefer to get an email. The send topics focus on typical customer pain points: “You get those emails every other day throughout the first ten days after your reservation,” she said. Extra Space Storage Customer Service; Extra Space Storage Customer Service Phone Number Phone Number: (888) 586-9658. Review/Comment; Update Listing; Reviews For Extra Space Storage Customer Service (1) lots of space. If the customer misses the move in date, there are four follow up emails after that, the first of which arrives the day after your missed move in date. I moved my 10 x 10 storage from Los Gatos the way to Folsom to save money. The company needed an ESP that … Forty-eight hours before the customer’s move in date, they will recieve a move in reminder that provides all the information they need. See how they reworked templates, personalized sends and addressed customer pain points to drive a 50% jump in attributed conversion rate for email – a first in company history. After utilizing a lot of behavioral research, data, and even utilizing a Myers-Briggs personality-type indicator, they were able to come up with template aspects that spoke to each specific customer group. “Our solution was to innovate our email marketing to meet the needs of these two types of consumers,” Stamper said. When I moved to a new state, the first thing I did was reach out to an Extra Space Storage location to get a storage unit. Receive the latest case studies and data on email, lead gen, and social media along with MarketingSherpa updates and promotions. So when we did start email, we were just sending transaction notices.”, Engagement wasn’t very high, she said, and “it wasn't something you put a lot of resources against or looked into.”. Extra Space Storage Customer Services & Support Salaries 1,086 salaries (for 233 job titles) Updated Nov 3, 2020 1,086 Extra Space Storage employees have shared their salaries on Glassdoor. Her team did a follow-up test that built out the content section further, adding emails that answered those questions and filled in any conversation gaps. “That's extremely valuable, and I think that applies to any organization. As her team started building out the mobile site, they realized that there was a mobile customer base for the industry. The customer-first approach of MarketingSherpa’s agency services can help you build the most effective strategy to serve customers and improve results, and then implement it across every customer touchpoint. Storage Changes for Existing Customers As a result, it increased total mobile conversions by 24%. Read Roz’s Story Roz, Safety Manager Tell us about your journey at Extra Space Storage. The email campaigns weren't mobile optimized and weren't built for the customer mindset, she said, and had to be built from scratch. Now … we always come back to, does it drive the conversation,” she said. Contact Extra Space Storage customer service. You can only get help from Extra Space Storage one way that we know of and that is by phone. GetHuman provides free contact information and other useful tools for millions of customer per month to make customer service a bit easier and faster. This includes a reminder to bring their driver’s license, the unit address and as part of adding value and leveraging personalization, the email has moving day weather information in the footer. It's not that.”. So we wanted to engage and connect with people and get them through the door,” she said. Rebuild in the best interest of your customers. Or just take advantage of GetHuman's tools for getting attention on your issue faster: Unfortunately, Extra Space Storage does not offer live chat as a channel for customer service at this time. 100% recommend Extra Space Storage but specifically Miramar and Hialeah locations due to the fact that the service … I absolutely loved my entire experience as a customer - I was welcomed and cared for. We really focused on answering those questions before the customer even realized they had those questions,” she said. Customer service contacts and company information. This means that customers can make a reservation without commitment, and the actual profit happens when they show up to rent the storage unit. In 2013, Extra Space Storage felt they needed better email marketing capabilities to improve how they were engaging a growing customer base. Nearest Storages in Stratford, CT. Get Store Hours, phone number, location, reviews and coupons for Extra Space Storage located at 70 E Main St, Stratford, CT, 06614 By providing education and guidelines about the self-storage rental process, anticipating needs, and helping customers make informed purchase choices with Extra Space Storage, they were also building customer confidence. They still engage with the emails but not at the rates that we see from … people who make reservations on the web,” she said. “We have call center agents that go in at 5:00 in the morning and even night agents. Shortcut: N/A - Edit. If a customer selects a move in date that's two days out versus two weeks out, the campaigns will be different. Want to add a subscription? You couldn't read it. “Our data shows that 45% of our prospective customers who place a reservation on our website are no-shows on their selected move-in date,” she said. “We know that there are strong emotions tied to the storage purchase. To choose your options for e-mail notification, please enter your e-mail address below and click Submit. 7 Steps to Discovering Your Essential Value Proposition with Simple A/B Tests. “That one won't be in our sales funnel, but it's something that we definitely want to leverage and see if we can move the needle with our current customers and their satisfaction,” she said. The process couldn’t have been easier To build an effective page from scratch, you need to begin with the psychology of your customer. “We didn't start email until 2011. This infographic can get you started. Score 5. Apply to Store Manager, Assistant Store Manager, Office Coordinator and more! For example, look at our Contact HMRC page. I was a customer of Extra Space Storage for years. For that, drastic changes had to happen. Click Here to Manage Subscriptions, Get Better Business Results With a Skillfully Applied Customer-first Marketing Strategy. We can't really provide this kind of help if you're looking to contact Extra Space Storage because they don't have multiple lines or means of contact. Step #4. There are five solution emails, according to Stamper. ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Extra Space Storage Customer Service. If you know of another way to reach them that we don't show here, let us know by tapping No below where it asks if this page is helpful and giving us your feedback. They then took those four personas and worked through the purchasing patterns of each, to figure out what would convert each of them best. With 10 different storage facilities located island-wide, you can be spoilt for choice. Extra Space Storage® Inc., the second-largest operator of self-storage in the U.S., wants to be there for people at the crossroads of life events. Our large selection of storage units, drive up access, exceptional security, electronic gate access, on site manager available and helpful staff make finding the right self storage unit for you easy and hassle-free. 227 Extra Space Storage jobs available on Indeed.com. “We've done what we call internally ‘map versus no map.’ We've actually on certain markets stripped the calls completely off and on other markets we've hired sales coaches and we've gone out and worked with employees to make the calls, to see what the customer behaviors are,” she said. Experience the professionalism, cleanliness, and commitment to exceptional customer service that Extra Space Storage is known for. They don't want our manager calling them to talk about their reservation,” she said. Extra Space Storage emails up to this point were transactional and even cold, according to Stamper. Internal data shows that storage facility customers share a commonality in that they are usually going through some kind of emotional life transition, like moving, marriage, divorce or the death of a loved one. You can't even read it,’” she said. The email marketing program at Extra Space Storage has grown to as many as 1.3 million personalized sends per month. This list is based on the input of employees who provide career and company feedback on Glassdoor, one of the world's largest job and recruiting sites. Store your belongings at Extra Space Storage on 2240 S Xapary Way in Aurora, CO today! Stamper and her team began by revamping the email templates because they needed to become mobile focused. It was a nightmare, but I needed to save on storage. Then, they would call to remind them about the upcoming date. Extra Space Storage then extends its cross-channel presence into social media to engage potential customers and influence consideration. “There's no nice way to put it. It’s super clean and well maintained. Extra Space Storage customer service phone number along with tips, reviews, hours and other useful links. We want that information to be in front of you.”. Those numbers translate into customers with a wide variety of needs and backgrounds. Extra Space Storage has 1,400 storage facilities and close to 800,000 actual units across the country. Alongside the mobile responsiveness of the templates, Stamper and her team wanted to integrate personas in the campaign to ensure overall conversion. Extra Space Storage properties comprise approximately 1,010,000 units and over 585M square feet of rentable storage space, offering customers a wide selection of affordable and conveniently located and secure storage solutions across the country, including personal storage, boat storage, RV storage and business storage. For example, look at our Contact HMRC page. With these customer insights, Extra Space Storage needed a way to harness this data to provide increased value to each prospective customers, and existing customers alike. “When we went to create the mobile experience, we did a lot of research into what's happening in the industry, what are other people doing, what messages do we have to include and then what questions are we not answering.”, Step #3. In those cases, we can tell you which ones are the best and compare the options side by side for wait time, reply time, quality of communication, quality of customer care, customer votes and more. Nobody cares. So they're expressing a strong demand for storage, but for some reason, 45% of those people who committed to a reservation don't actually show up on move in dates,” she said. Continually solicit optimization feedback. I was moving my things into storage to move in with my family after trying to take my own life. Step #2. But we hope GetHuman can help you again in the future if you need contact information for another company. If your going to Ft. Carson and need a storage unit it’s the place to go easy close access to the gates. Infographic: 21 Psychological Elements that Power Effective Web Design. She and her team have to support customers with that conversation in email, Stamper added. Nearest Storages in Annapolis, MD. Get Store Hours, phone number, location, reviews and coupons for Extra Space Storage located at 9 Old Mill Bottom Rd N, Annapolis, MD, 21409 These guys are crooks. Extra Space Storage knows happy employees are ready to go the extra mile for our customers. A free template to help you win approval for your proposed projects and campaigns. The missed move in email sends were actually a secondary test, according to Stamper, as an add-on along with the reservation solution emails. This was the best way to connect with our customer base if they were contacting us on the web,” she said. After launching the mobile website, Extra Space Storage saw a 23% increase in rentals via mobile devices, with no decrease in desktop rentals, “Internally, the big picture takeaway that we constantly go back to is never disregard the conversation with your customer,” she said. Selligent – Extra Space Storage’s email vendor, Mobile Marketing: How a private jet charter provider’s app averages 500 downloads a week using customer-centric booking experience – Another Reader’s Choice Nominee, B2C Marketing: How Sunrise Senior Living increased on-site leads by 12% with a digital UX test, Website Optimization: How MasterControl ran a 45-page test to achieve a 52% lift. Extra Space Storage has amazing jobs for phone-based customer service professionals at our beautiful Salt Lake City location. You may be eligible for a sign-on bonus, and we do our best to offer flexible scheduling when possible to support a healthy work-life balance. ASUS WebStorage is a Cloud Storage Service that helps user backup data, sync file between devices and share data to friends. We did a lot of research around what questions do they have. “There are quite a few different things [we want to test.] These storages have … Extra Space Storage Inc. SEC Alert. As far as we know, there is only one way to contact Extra Space Storage, shown above. To alleviate the stress and emotions tied to this purchase experience, we researched to find out the main questions our customers have at the point of rental,” she said. Required fields denoted by an asterisk (). GetHuman works with customers everywhere to compile the best tips and tools for reaching call centers faster and solving common customer problems effectively. They are often overwhelmed by their lack of knowledge about the purchase they are making,” she said. DocuSign Solution Extra Space Storage started a pilot program with DocuSign, and following overwhelming success, decided to launch DocuSign across its almost 900 locations over the course of several weeks. Ensure emails are mobile responsive. “It was a series of phone calls. “Since storage is a needs-based purchase, we know, in most cases, their need hasn’t gone away … which means there is a lot of opportunity to convert them to new or repeat customers.”. Extra Space Storage’s rates vary based on a number of different factors. Extra capacity can be added by purchasing platform capacity add-on's: Common Data Service for Apps Database Capacity @ £30.20 per GB; Common Data Service for Apps File Capacity @ £1.50 per GB; Common Data Service for Apps Log Capacity @ £7.50 per GB; All prices exclude VAT. Customers receive a reservation confirmation email immediately that goes over what the next steps are, what to expect and a thank you for the reservation. Contact us at 6771 3100 to find out more! 1 reviews of Extra Space Storage from Florham Park, NJ I found Doug and Lee to be extremely professional, helpful and easy to deal with. 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