Posted by On 26-12-2018

The Customer is Always Right

The Customer is Always Right

Most, if not all, retail and service businesses claim to pay attention to customer service. Of course, the importance of customer service cannot be underestimated – nothing happens in any business without a customer, preferably as many as required to have a successful business.

Meeting customer needs does not happen automatically. It is something that has to part of the core beliefs for an organization; it is something that needs attention from everyone in the business, and most particularly, from the president. If customer service is to be part of the culture for the business, it must become obsessive as an operating practice throughout the entire business.

The most obvious reaction is to consider how the personnel in a business treat their customers. (While this is critically important, the package of customer service for self storage includes every aspect of the business – the quality and cleanliness of its premises and its storage units, the products it sells, the additional services it offers (like insurance), its security, its staff relations, its maintenance programs, etc. However, this blog will deal only with customer relations.)

What does customer service mean? What is customer service? Is the customer always right? When is a customer wrong, if ever? These are extremely subjective questions, and any responses will be equally so.

Every business has customer service success stories, some of which are outstanding. Of course, every business has an occasional breakdown in customer service, some of which are disastrous and forgettable. Perfection in customer service exists only in fairy tales. Perhaps the best that a business can do is aim to at a minimum maintain (and also strive) to increase the percentage of all of its customer interactions that can be rated as outstanding customer service, or at as least satisfactory customer service.

At Abacus, and since we opened in 1999, our goal has been and remains to deliver a high level of customer satisfaction, and to constantly make an effort to improve on the level of customer satisfaction. What stands in the way of perfection in this respect?

First, mistakes happen; people have bad days; uncontrollable factors sometimes cause undesirable outcomes (weather could cause a leak in roof – even a new and well maintained roof); in summary, life happens!

Secondly, customers occasionally have bad days as well. In spite of that, a great majority of customers are courteous and are reasonable in their expectations. However, there are those who for whatever reason stay in a bad day funk and who sometimes do not act reasonably, and we have had some of those at Abacus. Notwithstanding that this occasionally happens, it is expected of Abacus staff that they will deal with such customers in a courteous and even handed manner, and make the best of a temporarily difficult situation. At the same time, what is not expected of Abacus staff is that they have to accept any unacceptable or aggressive behavior passively but in a way that is calm and protective of themselves and the Abacus property.

In this respect, and since the beginning, Abacus personnel as a group have been highly successful in this respect; explosive and awkward situations have been handled so that customers are treated with respect and courtesy regardless of the circumstances. The end result – a high percentage of overall customer satisfaction, even if difficult customers are included in the total of all customers.

In summary, customer satisfaction is an elusive target which staff at Abacus strive to achieve, and since 1999, have largely and successfully met. We welcome you to put us to the test!

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“Just rented a storage locker from Abacus Self Storage. They are well organized , courteous, well organized and efficient. The locker is spotlessly clean and I am very pleased with the... Read More

Elyse Pomeranz
S

“My girlfriend and I are moving into a new place together and we had to find a secure, affordable and convenient storage facility to store our belongings, while we are transitioning to a new... Read More

Scott and Ola, Scottola
J

“Very knowledgeable and helpful staff. One stop shop to buy all packing and moving supplies. Very clean, bright and secure storage facility, that can be easily accessed. Would highly recommend to... Read More

Jodi M
Abacus has been helping customers meet their storage needs over many years.

The people in our testimonials are amongst the thousands of people that Abacus has had the privilege of serving since 1999. Some of these customers have taken the time to give us feedback, both personally and in written reviews, on their experience at Abacus, and for that we are most grateful.

Learn More About Abacus Self Storage in the Greater Toronto Area!
What is the price, and are there any promotions?

Our affordable prices are always set to deliver great value. Further, we regularly run promotions to give our customers the best deals on self-storage.

What should I do if my administrative/personal information has changed?
If your contact information (phone, email, address) changes, please let us know as soon as possible. If you are moving, be sure to change address for utilities, telephones, etc. Organize a checklist related to your move. The post office has special forms for address changes.
What do I need to do if I want to vacate my unit?
Give 1 week notice when the unit is being vacated.
Do I need reservations on a storage unit?
Inquire about advance reservations, to help ensure that a properly sized storage unit will be available when you need it. At Abacus, we do not charge for making advance reservations.
What should I be aware of when renting a storage unit?
Take time to review the storage agreement, as it is your protection while in storage.
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